V2 Rubric Detail — 04ed913c-8095-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 21:34
Duration
5m 11s
Contact
785-313-1501
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137355
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password concern

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall38.3% (-17.7)

V2 Grader Summary

The agent correctly identified the WRT54GS as end-of-support (R3 Met) and provided factually accurate information (T3 Met), but failed to conduct any diagnostic troubleshooting (R2 Not Met, T1 Not Met) or use available tools (T2 Not Met). The interaction lacked empathy and effort reduction (X1, X2, X3 Not Met), and the issue remained unresolved with no confirmation of success (R1 Not Met). While the agent owned the case (O1 Met), the overall outcome was unresolved due to absence of troubleshooting and poor customer experience.

V1 Case Analysis

Customer unable to log into WRT Series router (WRTPP4GS) due to forgotten admin password. Agent confirmed support ended in 2022 and advised factory reset using default Wi-Fi credentials on the router label. No recovery key or password reset method was offered.

Troubleshooting Steps
  • Collected serial number and identified model as WRTPP4GS
  • Checked support status (ended 2022)
  • Advised factory reset using default Wi-Fi credentials
Key Observations
  • Agent correctly identified the model as WRTPP4GS and confirmed it is out of support.
  • Agent provided technically accurate advice that a factory reset would restore default Wi-Fi credentials.
  • Agent did not offer the password recovery method (recovery key) documented in the KB for some Linksys routers.
  • No empathy or acknowledgment of customer frustration was provided.
  • No case number was created or referenced, violating case management protocol.
  • No verification of the reset outcome or customer understanding was performed.
Positive Highlights
  • Correctly identified the issue as a forgotten admin password.
  • Accurately informed the customer that the WRTPP4GS model is no longer supported.
  • Provided technically accurate advice that a factory reset will restore default Wi-Fi credentials.
Agent Errors / Gaps
  • Did not attempt password recovery via recovery key, which may have been available for this model per KB.
  • No empathy statement after customer expressed disappointment.
  • Did not create or reference a case/ticket number.
  • Did not verify if the customer understood the reset procedure or if the issue was resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered only a factory reset as a solution but did not confirm whether the issue was resolved or provide a valid escalation path; customer remained frustrated and the issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting was performed — agent did not ask about power status, LED indicators, connectivity, or internet access before citing end-of-support; jumped directly to limitation statement.
R3 Met Correct resolution path conf 90%
Agent correctly identified the WRT54GS as end-of-support (EOL 2022 per KB) and did not falsely promise warranty service or advanced support, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., LED state, internet access) or ask diagnostic questions; jumped directly to product lifecycle status without logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — did not guide customer to local login (192.168.1.1), check firmware, or use recovery key despite available non-destructive password reset options for this model.
T3 Met No misinformation conf 95%
All technical statements (end-of-support date, inability to retrieve password, need to use label credentials post-reset) are factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected basic information and moved the call forward but failed to set clear expectations or explain why support was limited, contributing to customer frustration.
C2 Partially Met Confirmed understanding conf 80%
Used simple language appropriate for the customer but did not adapt tone or check understanding after customer expressed confusion and frustration; missed opportunity to clarify process.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the interaction from start to finish, did not transfer unnecessarily, and provided the only viable next step within policy (factory reset guidance).
O2 Partially Met Proactive follow-through conf 85%
Provided a next step (factory reset) but did not specify a timeline, success criteria, or offer follow-up support; left customer without clear expectations for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — agent correctly applied L1 boundaries for an end-of-support device without valid triggers for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer explicitly stated frustration ('this sucks'); agent responded with procedural information only, offering no empathy, acknowledgment of frustration, or sincere recognition of repeated effort.
X2 Not Met Tone & rapport conf 90%
Maintained a flat, transactional tone throughout; did not adjust pace, style, or communication approach in response to customer's emotional distress or confusion.
X3 Not Met Overall experience conf 90%
Directed customer to perform a full factory reset — a high-effort action — without attempting lower-friction solutions (e.g., guiding to default login or recovery key), increasing customer effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
This is Cheryl James, I can't get my router to work, my lynchy router, serial number is CGNCC five four seven seven two nine eight.
00:00
Speaker 2
Welcome to Linksys Support to ensure quality service. Your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance.
00:00
Speaker 1
Oh, oh, 1h 801 881 and this is a serial number. Oh, it's nothing to see here. That's an address, so that's not it. Model number, where would I find a model number? Oh my god, it's frightened me. Oh, because I can't read it. I forgot my password. Uh, C L J J a Y M E. P.
01:00
Speaker 2
okay. it's okay, I got the model number. second, I'm checking the documentation of this model number now. And all vating, can you tell me more about the problem? Yeah. actually, just your email for now. I forgot password, okay. and what is your email address?
01:00
Speaker 1
S-cesat yahoo.com [silence] G G R L C-H-E-R-Y-L. [silence] It's Larry, that's my husband. [silence] No. [silence] know.
02:00
Speaker 2
Okay. All right. And what is your first name? Oh, got it. Got it. Thank you. Is there a device that's still connected to the Wi-Fi? No? Okay.
02:00
Speaker 1
I can't use this router. Is that what you said? [silence] and so you can't look at my password [silence] oh and I can't change my password, huh?
03:00
Speaker 2
Checking model number so WRTPP4GS. So when I check that model number here, based on the model number of your router, it's showing that unfortunately, the support of this ended 2022. So that means we can no longer support this device. I can I can send you to trouble shooting tips, though. You can probably use this rather. Uh might still work is just that we no longer support this device. That means we don't provide support for this model number anymore. we can't look at your pass. Words. Yes. And we don't have your password here.
03:00
Speaker 1
Well, this sucks. We can watch now. Okay, well, I had one. We went and bought a router, and it don't work. So, I don't know what I'm gonna do. I guess I'll call. Well, maybe they'll telephone and tell them they're gonna have to come out and do it. [silence] Well, Yeah, [silence]
04:00
Speaker 2
right I'll send you to guide again on how you can if you get your password [silence] or you can do reset reconfigure the router [silence] you can try to reset and reconfigure to rather but doing reset will remove all your devices that are connected already to the WiFi and the settings will be back to default and you're going to need to use the the default WiFi name and password which is located at the bottom of the router itself [silence] [silence] alright and understand and you have other questions with regards to [silence]
04:00
Speaker 1
Yeah, yeah, I guess that's it. [silence] Thank you. Bye bye.
05:00
Speaker 2
Okay. And I hope you have a good one. You take care. Thank you so much. [silence]
05:00