V2 Rubric Detail — 0e4159d2-7a12-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:42
Duration
11m 15s
Contact
Domich Triplet
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136176
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the Wi-Fi name.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall32.5% (-37.5)

V2 Grader Summary

The agent correctly identified the E5400 as end-of-support and provided accurate technical guidance (T3 Met), but failed to perform troubleshooting, use tools, or offer live guidance (R1, R2, T1, T2 Not Met). While an email with instructions was promised (O2 Met), the lack of empathy, call control, and active assistance left the issue unresolved and increased customer effort (X1, X2, X3 Not Met).

V1 Case Analysis

Customer wants to change Wi‑Fi SSID and password on E5400 router for security. Agent confirmed model, identified as end‑of‑support device, and offered to email step‑by‑step instructions for local login and configuration. No live troubleshooting performed.

Troubleshooting Steps
  • Collected model number (E5400)
  • Identified router as legacy/end‑of‑support device
  • Advised that Wi‑Fi settings must be changed locally via web UI
  • Offered to email step‑by‑step instructions with screenshots
Key Observations
  • Agent correctly identified E5400 as a legacy device not supported by the Linksys app and requiring local web interface access (http://192.168.1.1 or http://myrouter.local) — fully aligned with KB guidance in universal_password_login.md and adjacent_connecting_devices.md.
  • Agent accurately described the need to change Wi‑Fi settings via local login, which is correct per KB: the E5400 uses the Linksys Smart WiFi interface and requires access to http://192.168.1.1 or http://myrouter.local.
  • Agent did not verify the customer's ability to access the router's local UI before ending the call, which is a protocol gap but not a technical accuracy error.
  • Customer's email was captured clearly enough for delivery (mstron11@gmail.com).
  • No live troubleshooting or confirmation that the Wi‑Fi settings were successfully changed.
  • Call limited to 10 minutes for out‑of‑warranty support, but the agent did not offer an escalation or paid‑support option when the issue could not be resolved immediately.
Positive Highlights
  • Correctly identified the E5400 as a legacy device on the end‑of‑support list (per KB, E Series is legacy and not app‑compatible).
  • Accurately advised that the Linksys app cannot be used for this model and that local web access is required — consistent with universal_password_login.md and adjacent_connecting_devices.md.
  • Provided technically accurate information: E5400 uses the Linksys Smart WiFi interface and must be accessed via http://192.168.1.1 or http://myrouter.local.
  • Offered to send a detailed email with screenshots, providing a valid self‑help path for the out‑of‑warranty customer.
  • Collected customer name and email clearly enough for follow‑up.
Agent Errors / Gaps
  • Failed to confirm that the customer could log in locally before ending the call (protocol gap).
  • Did not provide immediate step‑by‑step guidance; relied solely on a follow‑up email (efficiency gap).
  • Did not create or reference a HappyFox case/ticket number (protocol gap).
  • Did not offer paid support as an alternative when the 10‑minute limit prevented full resolution (protocol gap).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue during the call; only promised to send an email with instructions for the customer to change Wi-Fi name and password independently.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — no verification of login ability, no walkthrough of the admin interface, no confirmation of current settings or root cause analysis.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the E5400 as end-of-support and provided best-effort support via email with screenshots and instructions, aligning with OOW expectations for actionable self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about current SSID, password, admin access, or connection status; jumped straight to email without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (router UI, remote session, KB reference) were used during the call to guide the customer; reliance on post-call email avoids real-time tool use.
T3 Met No misinformation conf 99%
Agent correctly stated the E5400 is end-of-support, incompatible with the Linksys app, and requires local login via http://192.168.1.1 or myrouter.local per ea_series_router_setup.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent mentioned a 10-minute limit and set email follow-up expectation but failed to structure the call or manage transitions; silences and repeated prompts indicate weak call control.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but remained procedural and scripted, did not adapt to customer’s request for live assistance, and inconsistently confirmed understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent owned the case without transfer and committed to email support, but ended active assistance after stating the 10-minute limit, falling short of full follow-through.
O2 Met Proactive follow-through conf 97%
Agent provided a concrete next step: email with screenshots and instructions to be sent within five minutes.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope even for an out-of-warranty, end-of-support device.
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 94%
Agent did not acknowledge customer frustration or effort; tone remained purely procedural without empathy for the customer’s confusion or repeated requests for live help.
X2 Not Met Tone & rapport conf 91%
Agent maintained a flat, scripted tone and did not adapt to customer’s pace, emotional state, or desire for real-time guidance despite repeated requests.
X3 Not Met Overall experience conf 95%
Customer had to repeat name and contact details multiple times and was shifted to asynchronous email despite requesting live support, increasing effort unnecessarily.
Call Transcript15 turns · 18 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Nissus. This is May, how can I help you? [silence] [silence] Thank you for calling Ningus. This is May, how can I help you?
00:00
Speaker 1
calling about my link he A router so I've been having trouble with it with it it's working now, but here's the issue that I'm having. So I did not recognize that when I was creating online because it you know, when you kind of hook up your internet, your Wi-Fi to your devices it has you to create a network name and then a password. Well I end up using my network name for my password and I was wondering excuse me if there is someone that I can change all that so I don't eventually get hacked. [silence]
03:00
Speaker 2
Okay. If that's the case, then you got it in between. The Wi-Fi per-
03:00
Speaker 1
Yeah, so it's more like. Yeah. So, what I want to do is I had the name first, but again, I did not recognize it. Hold on. Let me put you in my air. Can you hear me, ma'am? Okay. I'm sorry. I'm just not long waking up, so I was now like this. When clearly, I could for the network name. I want the network name. I probably would I need to change the network name and change the password name. The sad part is I did to all four of them. So if I can just change all four of those and do them again, that would be better. So again, I don't potentially get hot. Yes, it is.
04:00
Speaker 2
your password, you created it as a, a Wi-Fi, name by accident. And that's the one broadcasting. Oh. Yeah, I can. It's okay. Okay. Mm-hmm. Uh, yeah, let me check first what router you're calling for. Can you have the serial number? That's on the sticker underneath, your router.
04:00
Speaker 1
yes, it is e 5, 4, 0, 0. The serial number is hold on. Let me get it. Hold on my boy. model. Okay serial number. That is correct.
05:00
Speaker 2
And what's the serial number? Thank you. And what's the serial number? Ah, one second. Model number is E5400, right? Ma'am, regarding the router you're calling for, that model number belongs to our end of support list routers way back year 2022. So that's one of our legacy device, which still has the old wireless standard, which is under end technology. That's why it's already part of our end of support routers. Regarding your concern, I can
05:00
Speaker 1
Okay, I don't think I even, I don't think I even have a um, I don't even, I didn't see I've seen it was old but I didn't know it was that old. I guess, if you can stay on the phone and send me the past uh, the email so maybe I can, you know, keep some type of support on the phone with me while I do it, that'd be great. I'm, I'm sure it won't take me long. I'm sure I'm sure it won't take me long as long as I have someone there to make sure there's not any additional questions that I may have if that makes sense.
06:00
Speaker 2
We can actually send you an email instead, and you can follow there the instruction on how you can change the Wi-Fi name and password. This is not compatible with the Linksys app. So, therefore, if you want to change its wi-fi settings, you need to log in locally instead. Yeah. Okay. Ok. Because, uh, changing Okay. k is uh changing the Wi-Fi name and password.
06:00
Speaker 1
And you can send me the email, but I guess what I'm asking is if you can just stay on the phone if I have any additional persons, because like right now, I don't even see like where it says address for any ACE. I see. Okay. It won't take me the whole 10 minutes. I will make sure we get it all done. And I can send you my address whenever you're ready to email.
07:00
Speaker 2
Mm. Okay. I will just clearly indicate it on my email and regarding your request, if I can stay on the phone, we're only limited to handle out of warranty routers uh 10 minutes max only. So that's why I [ silence ] What's your active email address? Mm-hmm. Okay, that's the Mike Sam Tango Romeo India alp Han see MS tron11@gmail.com and what's your first name and last name?
07:00
Speaker 1
Last name. T. R. L. E. T. Hey, G. Is it called hey. T. L. E. T. Or&T. Marry M U R. I. Yeah. Electric. Yes. Yes. Yes.
09:00
Speaker 2
Uh, pardon, last name is T-R-I-Y-E-L-T-E? Ok. Ok. Got it now. So I just need to create a ticket here and issue your internet service provider. Ok. Electric and password. You're already online, right? Connected to your wi-fi right now. And you just wanted to change the name. [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] I wanted to change the network name and the network passwords, but I didn't know, like I said, it was giving me name, password, name, password. So apparently, I have like two network names are the same and two passwords that are the same. I just need to get those changed.
10:00
Speaker 2
of the I mean the yeah the. Okay. I'll I'll provide all the screenshots and the email that I'm gonna send to you, uh, Dom, for you to easily follow the, uh, the steps they're given, okay? If it's not working, um, you can still try to call and we can still inform you, but regarding the support, since your product is part of end of support list, we cannot really uh, do it online via phone, I mean. I'll just make sure, um, that my email is self-explanatory. I mean, uh, easy for you to follow the steps they're given. all right. thank you. just expect my email after this call will end, uh, you'll receive it within five minutes. okay. Thank you as well. bye for now.
10:00