V2 Rubric Detail — 07d593d8-7c6a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:17
Duration
7m 21s
Contact
John
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136682
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall42.1% (-13.9)

V2 Grader Summary

The agent correctly identified the E5350 as end-of-life and provided accurate model recommendations, but failed to perform any technical troubleshooting or provide a factory reset path, which is required for out-of-warranty/EOL devices. The interaction resulted in no resolution for the customer's login issue, with poor call control, minimal empathy, and unnecessary customer effort due to repeated information requests.

V1 Case Analysis

Customer unable to log into E5350 router admin using sticker password; agent incorrectly stated device is end-of-life/unsupported, did not provide correct default password ('admin') or Recovery Key reset guidance, suggested new router purchase, and offered to email model suggestions.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated that the E5350 is unsupported and no technical assistance is available, which contradicts the KB guidance that basic self-help (e.g., password reset) should still be provided for EOL devices.
  • Agent did not clarify whether the customer was attempting to use the WiFi password (on sticker) as the admin password — a common confusion that should have been addressed.
  • Agent failed to provide the correct default admin password ('admin') for E-Series routers, as documented in universal_password_login.md.
  • Agent did not suggest using the Recovery Key to reset the admin password, which is the correct non-destructive method for forgotten passwords on E-Series routers.
  • Call lacked structured troubleshooting, with excessive silences and repeated statements, reducing efficiency and clarity.
Positive Highlights
  • Correctly identified the product model as E5350 based on customer input.
  • Collected and confirmed the customer's email address accurately.
  • Apologized for the inconvenience caused by the login issue.
  • Offered to send an email with additional information and model suggestions.
Agent Errors / Gaps
  • Provided materially incorrect technical advice by failing to state that the default admin password for E-Series routers is 'admin' (per universal_password_login.md).
  • Did not suggest using the Recovery Key to reset the admin password, which is explicitly supported on E-Series routers and is the correct non-destructive method for forgotten passwords.
  • Misrepresented support policy by stating "we don't provide technical support for this router anymore" — while EOL devices may not receive firmware updates, basic self-help guidance (such as password reset) should still be provided per KB.
  • Failed to confirm whether the customer was attempting to use the WiFi password (on sticker) as the admin password, which is a common point of confusion that should have been clarified.
  • Poor call control with excessive silences, repeated statements, and lack of structured troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the login issue; only offered email troubleshooting and product replacement without attempting password verification or reset.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., verify sticker password, factory reset) before concluding device unsupported; jumped to conclusion without investigation.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified E5350 as EOL but failed to provide best-effort troubleshooting (e.g., factory reset) before directing to replacement; OOW standard requires more than dismissal + email.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for model/serial, then declared EOL status without diagnosing symptom (e.g., was default password used? Has reset been tried?)
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote login attempt, password reset steps, factory reset guidance) despite being appropriate for login issue on EOL device.
T3 Met No misinformation conf 97%
Factual claims (E5350 EOL status, no firmware updates, MX6200/LN1600 as current models) are accurate per KB.
Communication
C1 Not Met Clear & professional language conf 94%
Long silences, repeated prompts, no framing or transitions; agent lost control and failed to guide interaction effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent repeated email slowly, but used excessive pauses and did not confirm customer understanding of EOL implications or next steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on call, did not transfer, and committed to sending follow-up email with model info.
O2 Met Proactive follow-through conf 95%
Agent specified email would arrive within 3–5 minutes and confirmed the address with spelling, setting clear next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation needed — issue was within scope of L1 (login on EOL device), and agent provided self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent offered brief apology but did not acknowledge customer’s repeated failed login attempts or frustration; minimal empathy shown.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s confusion; long silences and robotic repetition suggest disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat email multiple times due to agent’s transcription errors and lack of real-time verification.
Call Transcript14 turns · 14 lines
Speaker 1
Yes, hi. I have a Linksys router here, and I was trying to log in to my router to see who's using my network, and every time I'm entering the password, it's telling me invalid, invalid, all the time. [silence]
00:00
Speaker 2
[silence] 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. While waiting, you may also visit support.linksys.com [pause] for more information about your product. [silence] Hello, thanks for calling Linksys SmartPi support. This is Charm. How can I assist you with today? Okay. [silence] Okay. All right. [pause] Um. Just to confirm, sir, where did you try to log in your account or is it on the app?
00:00
Speaker 1
on the website, I put my, uh, I put my IP address for my router and the website, you know, uh, the on the, on the browser and it, it showed up and tell me to, uh, to put my password, you know, it's a here, uh, router E5350. It says password required. I put my password and it's saying no valid. I, and then I, I'm putting the exact, you know, password as on the sticker under my router. Yes.
01:00
Speaker 2
uh when you mm-hmm, thank you see what I got it. Okay, let me check. So the model number of your device is E5350, is that correct? And can I also get can you provide the serial number? [silence] [silence]
01:00
Speaker 1
Yeah. Another one is, uh, my first time, what? Yeah.
02:00
Speaker 2
Is it... No. So based on the information here that I have with regards the model number that you provided to me, your device was already part of our end of life and end of support device. It means that there's no guarantee that you're able to get an existing software update for your device because it's already unsupported. Is it your st... is it your first time calling, H\nutes? Is it your first time calling, H\nutes? Got it. So, Sir, based on the information here that I have, with regards the model number that you provided to me, your device was already part of our end of life and end of support device. It means that there's no guarantee that you're able to get an existing software update for your device because it's already unsupported.
02:00
Speaker 1
Can you do that? Yes. johnmarkitt32@gmail.com
03:00
Speaker 2
we don't provide technical support for this router anymore and also no updated firmware. So since no updated firmware, so the security of this router is not so secure anymore. So what I can highly suggest you sir is for you to purchase the latest router or buy a new one. And if you still wish to use this router sir, what I can only do here is I could only send you an email on how to troubleshoot it yourself. Can you provide your email address here on where I can send the email?
03:00
Speaker 1
Yes. Yes. Is J O H as in Harry and John market M A R K E T 32@gmail.com. John. Yeah. Yes. So how much, how much, how much is your newest router cost? What's the model number for that? I'm [silence] this is the best one.
04:00
Speaker 2
[silence] [silence] [silence] Your email? [silence] [silence] Um [silence] [silence] your first name's John. Is this correct? I John [silence] John 2 John [silence] John [silence] [silence] [silence] [silence] Okay [silence] First off, I'm sorry if I "provide "provide "provide "provide [silence] Uh for that Sir, I cannot guarantee you the price list of the latest router but you can try to check it on the Amazon that Serts. I could provide you or I can provide you a model number. [silence] Um one is MX 6200
04:00
Speaker 1
Can you also send me an email saying that? You know, so I can look it up. Yeah. Send me. Yes. Do that please. OK. Can you spell my email? Make sure you have the right one. Anna is N-A-N-C-Y, right? Uh-huh.
05:00
Speaker 2
Yes that's the latest one and also the LN 1600. I guess I could send you an email sir. with the model numbers. All right. All right see so expect an email from it sir within three to five minutes after we end the call. All right. All right so yes the email address that we have here is John market 32 so it's J O H N market M A. Yes N as in Nancy M as in Mary A as in Alpha R for Romeo K for Kilo E for Echo and T for Tango 32 at gmail.com
05:00
Speaker 1
Hi Lisa. All right. Thank you.
07:00
Speaker 2
After I will send the email to you. So, thank you so much for contacting Linksys and have a good one. Bye for now.
07:00