V2 Rubric Detail — 0fd7e6ee-6f3b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:38
Duration
9m 10s
Contact
Randolp Terry
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134511
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_Wants the wifi password
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided providing any troubleshooting or assistance by prematurely declaring the device unsupported, despite the issue being resolvable through best-effort methods.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly declared the EA6350 out of support to avoid assistance, and provided no actionable path forward. Despite the customer's clear need for password recovery guidance, the agent offered only a redirect to an AI tool and implied a new router purchase was necessary — a violation of OOW best-effort standards. The call ended with no progress, no empathy, and no ownership.

V1 Case Analysis

Customer locked out of Linksys app after too many login attempts; unable to retrieve 2.4GHz Wi-Fi password. Agent incorrectly stated router is end-of-support and offered no valid reset path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated the EA6350 router is end-of-support, which is factually wrong and not supported by KB.
  • No password-reset steps were offered despite KB guidance for cloud account and local recovery methods.
  • Agent failed to suggest local access via http://192.168.1.1 or http://myrouter.local, which is available for EA6350.
  • Call ended without any resolution, escalation, or follow-up plan.
Positive Highlights
  • Agent correctly asked for and collected the product model number (EA6350) and serial number (14Y30J0A4A04816).
  • Agent collected customer contact information (phone and email) which supports case tracking.
Agent Errors / Gaps
  • Incorrectly stated the EA6350 router is end-of-support, which is factually wrong and not supported by KB.
  • Failed to provide the standard password-reset procedure via 'Forgot your password?' link at https://linksyssmartwifi.com.
  • Did not guide customer to use local access (192.168.1.1 or myrouter.local) which does not require cloud login.
  • Did not verify if the customer could access the router locally before suggesting AI tools.
  • Did not offer any actionable next steps, escalation path, or self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-support and offered no resolution path for login issue; customer left without access restored.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted — agent skipped diagnostics after serial number collection and immediately cited end-of-support status.
R3 Not Met Correct resolution path conf 96%
Agent used end-of-support status to avoid assistance rather than providing best-effort troubleshooting (e.g., recovery key, local access) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptom (login lockout), ask diagnostic questions (e.g., recovery key use, local vs cloud login), or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not check account status, suggest local UI access, or guide recovery key reset despite clear need for diagnostic action.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated customer must buy a new router due to lack of support, which contradicts Linksys policy of best-effort OOW troubleshooting.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to frame interaction, lost control by drifting into AI tool promotion, and did not guide call toward resolution.
C2 Not Met Confirmed understanding conf 92%
Agent used generic responses without adapting to customer’s confusion about 2.4GHz vs 5GHz passwords or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by declaring no support available instead of attempting any recovery method or escalation.
O2 Not Met Proactive follow-through conf 95%
No next steps provided beyond directing customer to website AI; no follow-up, timeline, or actionable plan established.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 91%
No escalation performed and none was warranted — agent simply terminated support attempt prematurely.
E2 Not Applicable Escalation prep & handoff conf 91%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; responded dismissively to customer frustration with unsupported device declaration and purchase suggestion.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace to customer’s emotional state; remained transactional and disengaged during customer’s expressed difficulty.
X3 Not Met Overall experience conf 93%
Customer was forced to photograph router label and received no agent-side assistance, creating avoidable effort with no payoff.
Call Transcript16 turns · 18 lines
Speaker 1
Welcome. Register your product by visiting register.api.com. And it is finished. issue. And it is finished. issue. And it is finished. issue. Hey, Kylie-t. Registered. registered.com. Call back later. Hi, kyle, terry Randolph here. I have had trouble logging into my Links account and I have no idea why. And I keep getting a message, you've tried too many times. Call back later. Yeah [ silence ]
00:00
Speaker 2
[silence] 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.linksys.com. Please have your device serial number ready for assistance. Press one 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. [silence] Thank you for calling Linksys. This is Carly how may I help you?
00:00
Speaker 1
Well, I've got it on my, I had an app on my phone. I cannot get in on that app and I've got, I had an app on my computer, my PC. can you get it anywhere? Mm-hmm. Correct.
01:00
Speaker 2
Is that on your app, sir? Okay. Okay? Mm-hm. So, we want to use the app because you'll want to change any settings on your router. Okay, because I'm actually sure logging in using the account, like using the username and password, it's no longer working. Okay, because the links at smart.com, but you can use the app, sir, by using the local access, instead of using the username and password, you use the router password when you are using the app. Yeah.
01:00
Speaker 1
Well the, the. Yeah, I've got it. Okay, I've got the password from the bottom of the Linksys. L-I-I-N-K-S-I-Y-S. I've tried entering that. It don't work. Now, the only thing I did to the Linksys was I, uh, I have a, something I want to attach to the Wi-Fi and it will not hook to a 5 G. So I'm got, I can't, I shut off the 5 G. And the password, I can't get in to find out what the password is for the 2.4 gig. I don't know if it's the same one or not. Okay. Okay, model number, where is the model number? Ha ha ha. I've, yeah, I've got everything here.
02:00
Speaker 2
Mhm. Is that underneath the router or underneath the or at the bottom?
02:00
Speaker 1
[silence]
03:00
Speaker 2
Yeah, can I have the, um, serial number? OK. Again, that is one four Y for yellow, three 0 J for John, zero A for apple, four A zero 4 8 1 6. Um, how about right below, Lengsus, Sar? Or, yes. And how about, um, like next to Lengsus? Like there is no model number. [silence] If you could roll down
03:00
Speaker 1
Let me look on the bottom of the thing again. Oh, there it is. Okay. Yeah. Of course it's so small I can barely read it. Okay. E a. Oh I can't read it. So that's oh boy. There you go. Let me let me photograph it with a phone. That's what I'm going to plan on doing.
04:00
Speaker 2
Or how about on the top of the um router? You see it like numbers combination of? Okay. You can actually um like take a picture. We have options. No, not to buy. I use this. or 1.5. But we can add any amount to make it exact. Who that is willing to do it? Money. [silence]
04:00
Speaker 1
looks like EA 6330 or 50 6-0. Yay, I'll give you my cell phone, that's the easiest way to reach me. It's six three zero three six four oh two oh oh. Terrie Randolph Terry Randolph T-E-R-R-Y-R-A-N-D-O-L-P-H one four four at gmail.com, of course. No problem. It is surf. S-U-R-R.
06:00
Speaker 2
okay so again that's E-A-6-3-5-0 thank you and can I have also your phone number sir I know and how about your email address? mm-hmm okay thank you so much for this information how about your um internet service provider okay um when you um set up the
06:00
Speaker 1
well, I've been using the password that came with the router, because I printed it, and I printed a picture of the password, but it says, "it for the 5G", I don't know if they got a second word for the 4G, and I can't get in there to find out. Okay. All right. Then that's the default password. And I'm not getting in there. I didn't plan on changing it. Okay, I'll go to the links, I've got the Linksys sign-in system. it says. [ silence ]
07:00
Speaker 2
This router sir. Did you like change the password? Um I think mostly if they personalize the password, um they use the same password for both 5 and 2.4. Mhm. uh if you used the just using the default sure that's the default password for both 2.4 and 5. Mhm. Mhm. If you did that change it. [silence] Mhm. [silence] Okay.
07:00
Speaker 1
go ahead [silence] okay, thank you very much. thank you very much. another... in other words, you're telling me I gotta buy a new router because you no longer support this router.
08:00
Speaker 2
By the way, Officer, before we start for any troubleshooting, let me just inform you about the status of your Linksys router, the EA6350. QM. It shows it here on our system that this router, sir, is already an end of support. That means Linksys will no longer provide technical assistance to this router. Mm-hmm. You may check our website, sir. You can take advantage of our AI. That is your option, sir. But you may try to use our AI tools here on our website, and it's support.linksys.com. By using our AI, sir, it will also give you. Instructions on how to track their wi-fi password:
08:00