V2 Rubric Detail — 0ba7f152-6c1d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 20:25
Duration
13m 6s
Contact
Bienvenido Aracena
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134127
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating 2.4Ghz and 5Ghz
⚠ 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.
⚠ Auto-Zero applied: Agent avoided providing best-effort troubleshooting for an out-of-warranty device and immediately pushed a paid service option, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the customer's router access and band separation issues, offering only an email or paid service. No meaningful troubleshooting was conducted, technical guidance was inaccurate, and the agent showed poor communication and ownership. The refusal to provide free best-effort support for an OOW device constitutes a critical Avoidance/Evasion failure.

V1 Case Analysis

Customer (EA8300) changed ISP, cannot log into router UI or separate 2.4 GHz band. Device out of warranty; agent offered paid support, gave incorrect default passwords, and did not perform proper password recovery. No resolution achieved.

Troubleshooting Steps
  • Collected model (EA8300) and serial number.
  • Checked warranty status (out of warranty).
  • Offered paid‑connect service.
  • Suggested editing SSID via web UI.
  • Provided incorrect default password information.
Key Observations
  • Agent gave incorrect default admin/Wi‑Fi password ("admin"), which is not the router’s default.
  • Agent did not follow the documented password‑recovery process (5‑digit recovery key) for LinksysNOW/EA devices.
  • Paid‑support was pushed before exhausting free troubleshooting steps, despite the device being out of warranty.
  • Communication was monotone, lacked empathy, and included long silences, making the call inefficient.
Positive Highlights
  • Collected model number (EA8300) and serial number from the customer (transcript [06:00]).
  • Identified that the device is out of warranty and communicated the support limitation clearly (transcript [08:00]).
Agent Errors / Gaps
  • Provided wrong default admin password ("admin") — EA series routers do not have a default admin password; users set it during setup (per linksys_now_login_admin.md).
  • Provided wrong default Wi-Fi password ("admin") — EA8300 default Wi-Fi password is printed on the label, not 'admin' (per adjacent_connecting_devices.md).
  • Failed to guide the customer through the proper password‑reset (5‑digit recovery key) flow — not applicable to EA series, but agent should have verified access to local UI first.
  • Did not verify whether the customer could reach the local router UI (192.168.1.1 / myrouter.local) — a critical first step (per linksys_now_login_admin.md).
  • Prematurely offered paid‑connect service without first attempting basic troubleshooting (power‑cycle, factory reset).
  • Did not confirm that any email was actually sent before ending the call.
  • Incorrectly claimed that changing the SSID would separate 2.4 GHz and 5 GHz bands — EA8300 does not support band steering or SSID separation by default; this requires manual configuration (per adjacent_common_wifi_questions.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent did not resolve login or SSID separation; only offered email or paid service without on-call resolution.
R2 Not Met Diagnostic thoroughness conf 100%
No structured troubleshooting: skipped verifying access, checking default credentials, or guiding through reset.
R3 Not Met Correct resolution path conf 100%
Declared device OOW and immediately pushed paid service instead of providing best-effort free troubleshooting per policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic process: failed to identify specific symptoms or root cause; gave generic response about ISP change.
T2 Partially Met Appropriate tools / resources used conf 90%
Correctly identified device model and warranty status from serial number, but did not use KB or tools to guide troubleshooting steps.
T3 Not Met No misinformation conf 100%
Incorrectly stated default Wi-Fi password is 'admin' — EA8300 uses SSID and key printed on label, not 'admin'.
Communication
C1 Not Met Clear & professional language conf 100%
Long silences, no agenda setting, and poor transitions; call lacked structure and control.
C2 Not Met Confirmed understanding conf 100%
Used filler sounds ('uh', 'mm') and technical jargon without confirming understanding; failed to adapt to customer's frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Avoided ownership by redirecting to paid service and email instead of attempting resolution during the call.
O2 Partially Met Proactive follow-through conf 80%
Promised to send email with steps but gave no timeline or confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Minimal empathy shown; did not acknowledge customer’s technician background or repeated effort.
X2 Not Met Tone & rapport conf 100%
Tone remained disengaged and scripted; failed to match customer’s urgency or emotional state.
X3 Not Met Overall experience conf 100%
Customer repeated model/serial info; forced to wait for email; no real-time resolution provided.
Call Transcript18 turns · 22 lines
Speaker 1
Fucking mother... [silence] How you doing, buddy? My name is Bienvenido Avestina. I got a hard time to... with the latest router because last week I just changed the network, the provider.
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 one now. For out of warranty products, paid support may be available. 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. If I'm sorry, if I'm sorry. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] this and, and I logout for the, my, lenses. I got everything connected to my house, but it's too many device. So when I change the internet provider, I tried to, you borrow, reset the password and everything. thing I did. But guess what? when I logout to like test out the equipment, give me now a hard time to look back login. I don't found the the It's a mess, man. It's a hard time. I mean, it's a um, And I trying to to to get the way to I can come back like I I got my router before because I got a router for years and it's working good. my internet provider is is AT&T fiber. So right now, couple of devices like a smart um, switches in the house don't found the 2G, the 2 Gigahertz to connect the the.
01:00
Speaker 2
Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm.
01:00
Speaker 1
it's it's like I told you it's a totally mess I don't know what's going on I I I I can check if you can help me I got all the information about my lab number model number everything if you need it and my account also I got an account with you guys. Okay okay [silence] [silence]
02:00
Speaker 2
Uh, uh. Uh-uh. Uh-uh. Uh, uh. Uh-uh. I see. Yeah. Um that's actually expected, sir, considering that you just changed into, um, a new internet service provider. Going to a new ISP, you would need to reconfigure your router, which technically, you will undergo resetting your router back to its default settings and setting it up again. With that being said, it will erase your previous configuration. Uh, probably, uh, yeah, it went back to its default settings, wherein your 2.4 and 5 gigahertz are interconnected to each other, so they are not separated. And,
02:00
Speaker 1
Yeah, yeah, definitely, because the thing is, yeah, because the the the 2.4 gigahertz is only for the smart devices in the house, like the smart spheres and that kind of stuff. And I know I understand because I I I am a technician, you know? I I go do installations for the smart devices. I know how to work, but so you told me we have to, I mean, I'm trying to do it on the computer like do the reconfiguration.
03:00
Speaker 2
Some devices will have trouble connecting to the 2.4 due to interference from the 5 gigahertz, which is also connected. Yeah. Yes. Uh-huh. Yeah. Mm-hmm. Uh-huh. Okay. So, sir, allows should run some verification with you first in order for me to proceed further and see what I can do to help you with your concern. Let me yeah it's a B for Bravo I for India e for echo and for November V for Victory e for echo and for November I for India d for Delta o for Oscar okay and your last name is [silence]
03:00
Speaker 1
Okay. I got it here. Okay. The model number is you need a model number first, right? It's E. Echo A. S. Alpha, 8300 serial number is 21 Papa, 10 Charlie, 6 Alpha, 715992. Any McArthur's too here if you need them. [silence] No. Yes. 7 9 7 to 6 is 71 5992.
06:00
Speaker 2
[silence] [silence] your [silence] yeah. [silence] okay and about the serial number [silence] so that's uh the serial number is 21 P for Papa one zero C for Charlie six A for alpha seven one five nine nine two. [silence] Yes, that's right.
06:00
Speaker 1
I got a TNT fiber. Actually right now, right now I changed from a spectrum to a TNT. They're both right now working in my house. The only thing is I just disconnect the the cable from the from the spectrum router and connect to the to the AT&T, to the new one, to the more faster.
07:00
Speaker 2
Okay, um... And uh, right now, sir, who's your internet service provider? AT&T. Okay. Mm-hmm. Mm-mm. Mm-mm. Okay. Mm-mm. Okay. So, let me just finish up the record, sir. Just bear with me. Ok. Rekay, so, um, let me just set your expiration. [silence] like chase and sir ben uh... cuz i've checked here and just to set just to let you know uh the link's this router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware also looking at here, it shows that the device is already out of warranty since um 2019. uh considering the age of your router, sir, you may really encounter some issues with it, but um unfortunately, um for out of warranty devices, we no longer provide a free troubleshooting service over the phone. however, we do have an ongoing support through our paid connect service for a one-time fee of 15, which you might want to consider. But if you don't want to opt in with the paid connect service, I can send you an email for the troubleshooting steps that you can perform in order for you to Technically, you just have to you just have to get inside the linksys user interface. Uh I'll give you more options in case that the um one I mean the the link won't go through. So, um you can access the web user interface and uh I will also be providing you the instructions on how you can separate the 2.4 well, you just have to, you know, change the Wi-Fi name for the 2.4 and the 5 gigahertz. Well, you can just change the the Wi-Fi name for the 2.4. For example, you have your your Wi-Fi name is home Wi-Fi, you just have to edit it and
07:00
Speaker 1
Oh, right. Yes, I hear you. So, basically you can provide, you can give me any support about this. And you can help me, you can help me with anything. So why in the in the end they, they, they, they, they, they, they, they.
10:00
Speaker 2
we put like you know homewifi underscore 2.4 GB you know for you to easily identify that that's the 2.4 network. Hello, sir? Unfortunately, sir, I can only send you can only send you an emailed link since our links is life cycle policy since the device is out of warranty, I cannot help you for free over the phone unless you open with a paid connect service.
10:00
Speaker 1
I don't have an access right now to my, I can even connect my phone to the internet to the Wi-Fi, but don't let me do anything. but don't don't don't they don't show me the router password in in my in my in my hit my you know. no no no no no no no no no no no. then let me explain to you. uh maybe I I don't I don't explain to you clearly. they don't show when I try to scan with any device. the the router, the link sys don't show anywhere. just show the name.
11:00
Speaker 2
you don't have to use oh that you don't have to use your email sir uh you can access your router locally just using the router password the default Wi-Fi password sir is actually admin or lower case Mhm.
11:00
Speaker 1
I put it like a costume. The name is under, under the, under the label, you understand? The label. So, so now I, I, I'm tired. My hands are tired. There's nothing I can do. Okay, man. All right. All right. All right. Thank you brother. No problem. Okay, thank you. All right.
12:00
Speaker 2
hmm, I see. So you probably need to reconfigure your router, sir. Like resetting it and setting it up again and configuring it back to the used to configure it. All right, sir. So I would just send you an email, sir for your reference, if you want. All right, sir. You're very much welcome. Thank you so much for your understanding. All right, have a great day, sir. Thank you for calling, sis. Bye for now.
12:00