V2 Rubric Detail — 0b375a4c-6e65-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 18:06
Duration
8m 11s
Contact
Zayda Goodwin
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134310
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: password inquiry
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent declared the device out of support and refused assistance without attempting any troubleshooting, violating OOW best-effort policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to provide any meaningful resolution or troubleshooting for a forgotten Wi-Fi password, incorrectly claimed the device was unsupported, and abandoned the customer without guidance. The interaction violated core policies on OOW support, technical accuracy, and customer ownership, resulting in a complete failure to resolve a basic setup issue.

V1 Case Analysis

Customer cannot locate Wi-Fi password on a Cisco-branded router. Agent misidentified device as Linksys WRT-110, incorrectly stated Cisco and Linksys are no longer an entity, and provided no valid resolution. Customer left without password or correct support path.

Troubleshooting Steps
  • Collected serial number and misidentified device as Linksys WRT-110.
  • Incorrectly stated Cisco and Linksys are no longer an entity.
  • Declared device out of warranty and unsupported without verification.
  • Advised checking product label or performing a factory reset without confirming device brand or access.
Key Observations
  • Agent misidentified a Cisco router as a non-existent Linksys WRT-110 model at [01:00].
  • Agent provided factually incorrect information about Cisco/Linksys brand relationship at [06:00].
  • No verification of actual device brand or label was performed before giving advice.
  • Generic troubleshooting steps were offered without confirming device compatibility or access.
  • Call ended without ensuring customer had a concrete path forward or knew correct support channel.
Positive Highlights
  • Collected customer name and partial email address.
  • Attempted to clarify customer's setup, though misunderstood the integrated modem-router nature of the device.
Agent Errors / Gaps
  • Incorrect model identification: WRT-110 is not a valid Linksys model; agent misidentified a Cisco device as Linksys.
  • Factual inaccuracy: Claimed 'Cisco and Linksys is no longer an entity' — false statement per KB guidance.
  • Incorrect warranty/support claim: Declared device out of warranty without performing a warranty lookup or verifying eligibility.
  • Failure to redirect to correct support channel (Cisco or AT&T) despite customer stating the device is Cisco.
  • Provided no correct access URL, recovery method, or specific guidance tailored to the actual device.
  • Did not confirm whether the customer could locate the product label or perform a reset on the correct device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a working path forward; only suggested checking the label or resetting without guiding the customer through either.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting was performed; agent did not confirm if the label was checked, whether the device had been reset, or guide through recovery options.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated no support could be provided due to end-of-support status, violating OOW policy requiring best-effort troubleshooting for setup and password issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified only the surface symptom (can't find password) but asked no diagnostic questions about label visibility, prior setup, or reset attempts.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any appropriate tool (e.g., KB guidance on locating credentials or reset procedure) and failed to reference recovery methods even though non-destructive options exist for many models.
T3 Not Met No misinformation conf 97%
Agent made materially incorrect statements: claimed Linksys no longer supports Cisco-branded devices and that no assistance can be given, contradicting documented OOW support expectations.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked clear framing, transitions, or control; agent repeated prompts and failed to manage customer’s repeated transfer requests or confusion.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without adaptation and failed to confirm understanding; customer repeated questions indicating lack of clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent took no ownership, offered no follow-up, and abandoned the case after declaring it unsupported without attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or actionable instructions were provided beyond vague suggestions to check the label or reset.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the straightforward nature of the request, escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of customer frustration; remained procedural despite repeated customer distress signals.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt tone or pace to customer’s emotional state; continued scripted responses despite customer’s repeated attempts to redirect.
X3 Not Met Overall experience conf 95%
Customer repeated information multiple times; agent created unnecessary effort by not using available self-help paths or guiding efficiently.
Call Transcript14 turns · 16 lines
Speaker 1
Yes, ma'am. I have a Wi-Fi box that I'm trying to get like to hook up to my phone and everything, but I can't find the password. [silence] Um, yes, ma'am. I have a Wi-Fi box that I'm trying to get, like, to hook up to my phone and everything, but I can't find the password. [silence] Um, yes, ma'am. I have a Wi-Fi box that I'm trying to get, like, to hook up to my phone and everything, but I can't find the password. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Thank you for calling Linksys support. This is [name], how can I help you?
00:00
Speaker 1
M S U 00 024 3982 yeah.
01:00
Speaker 2
I see. Uh can you provide me the serial number of your Linksys router? Let me verify again. The serial number of your Linksys product is MSU 00J243982. Is that correct? All right. So your Linksys product is model WRT 110.
01:00
Speaker 1
That's my password? Oh, yeah, yeah. OK. Ma'am? Yes, maum. Um, is it under a certain name? Ma'am? So my name, my name is Zada Goodwin, but
02:00
Speaker 2
And this is the on. No, that's the model number of your Linksys product. uh. So, this model number is the only Linksys product you have, right? This is the only Linksys product you have. Correct. Alright. I'll create first the record for you. Um, what's your name, ma'am? No, uh, it's since you're the one calling, um, it's your name that I'm gonna need to fill up the details here. or you can also provide the name of or the owner of the router. Mm-hmm.
02:00
Speaker 1
I got this Wi-Fi box from my fiancée's mom.
03:00
Speaker 2
All right, What's your first name? Z I D E A, Zydea. All right. Thank you Zydea. And your last name? All right, Zydea Goodwin. All right, how about your email address? thegood instructor 0529@...
03:00
Speaker 1
Yes, ma'am. AT&T. Uh my phone service is through AT&T but my Wi-Fi box is Cisco. Can you transfer me? Hmm? Can you transfer me? Um, can you transfer me? Um, can you transfer me? You can transfer me? Uh, No, no, I don't want separate people to know the box. I want needed on the bracelet. And then the box, the box still has a control panel. They want to just say, Hey, I want to transfer. I want to know what to do. Mmm. I'm thinking about a different one. [silence]
04:00
Speaker 2
Oh, yes, that's the brand of your router. The internet provider is the one that provides you internet. Oh, the modem you're you connect your router to. You connect your router to a modem, right?
04:00
Speaker 1
It's just a Wi-Fi box. That's, that is internet. Then I don't have to go through all that again.
05:00
Speaker 2
so it's just a wife fatigue then how do you connect it to your internet without a modem the modem is the the modem is the one that is provided by your your internet provider say your AT&T so your T&T should have a box or a modem where you connect your router dead link or Cisco router you have so that that router could distribute your internet in all areas
05:00
Speaker 1
do I think give me a password? okay so you can't
06:00
Speaker 2
By the way, Zyda, this router of yours, model WRT-110, actually is an old type of router. And as you mentioned, it's from Cisco. And honestly, Cisco and linksys is no longer and entity and they are already separated. And this router also reached its end of support. It's also out of warranty. So we can no longer provide any technical assistance with regards to this router, as its warranty status has already expired. and it has also reached its end of support. We no longer support this product. As you've mentioned before, this is a Cisco brand router. [silence] The password usually is located on the router or product label sticker. If you can check on the router product label sticker at the bottom of it, there is a default Wi-Fi password, but since you mentioned that it was given to you, maybe the router was already set up with a password. It might have been customized, the one who provided you that router, she might have customized already the Wi-Fi password. If you want to use the default Wi-Fi password of that router, you will have to do a reset on that router. And by resetting your router, you can use the default Wi-Fi name and password of that router. [silence] You're welcome. Thank you for calling Linksys, and take care, have a great day. Goodbye.
06:00