V2 Rubric Detail — 122b4036-7c91-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:56
Duration
6m 17s
Contact
Peter
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136743
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - forgot Wifi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp0.71/5
Overall19.1% (-36.9)

V2 Grader Summary

The agent failed to follow KB guidance by not directing the customer to check the router label for the Wi-Fi password — the simplest and correct solution. Instead, they prescribed a factory reset without verification, broke follow-up commitments, and showed no empathy. No resolution was achieved, and customer effort was unnecessarily increased.

V1 Case Analysis

Customer unable to find Wi-Fi password; advised to factory reset router and set a new password. Email instructions promised but not sent due to invalid address.

Troubleshooting Steps
  • Identified router as end-of-life
  • Advised that Linksys does not store Wi-Fi passwords
  • Recommended factory reset to create new Wi-Fi and admin passwords
Key Observations
  • Agent correctly identified that Linksys does not store Wi-Fi passwords and that a factory reset is the only option for an end-of-life router when the password is lost.
  • No model number was obtained, preventing confirmation of reset method or interface type.
  • Agent did not attempt to guide customer to access the router locally (e.g., via http://192.168.1.1) to view the current Wi-Fi password if admin access was still possible.
  • Email address provided by agent was garbled and invalid; no valid customer email was captured.
  • Instructions for factory reset were vague and lacked step-by-step detail (e.g., duration, LED confirmation).
Positive Highlights
  • Correctly explained that Linksys does not retain Wi-Fi or admin passwords for end-of-life devices [03:00].
  • Accurately advised that a factory reset is required to regain access when passwords are lost and the device is no longer supported [03:00].
  • Provided a technically sound resolution path: reset, reconfigure, and reconnect devices [04:00].
  • Offered to send written instructions, showing intent to support the customer beyond the call.
Agent Errors / Gaps
  • Failed to collect the router model number, which is essential for accurate guidance on reset procedure and interface access.
  • Did not verify whether the customer could access the router admin interface to view the current Wi-Fi password before recommending a factory reset.
  • Provided an unintelligible email address and failed to capture a valid customer email, breaking the promised follow-up.
  • Gave vague instructions for factory reset without specifying button hold duration or LED confirmation (e.g., 10–20 seconds until solid blue).
  • Poor communication: monotone delivery, lack of empathy, and failure to confirm customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to send factory reset instructions but never confirmed the customer received them or completed the reset; case ended without verification of outcome.
R2 Not Met Diagnostic thoroughness conf 98%
Agent did not guide customer to check the router label for the Wi-Fi password, which is the standard first step per KB; no meaningful troubleshooting was performed.
R3 Not Met Correct resolution path conf 95%
Agent immediately defaulted to factory reset without attempting the simpler, non-destructive step of locating the password on the router label, contradicting KB guidance for forgotten Wi-Fi passwords.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the actual symptom (forgotten Wi-Fi password) as distinct from router admin password and jumped straight to reset without diagnostic questions or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to leverage the most basic resource: the product label, which is explicitly referenced in universal_password_login.md and ea_series_password_login.md as the location for the default WiFi password.
T3 Not Met No misinformation conf 98%
Agent claimed 'The only way you can reconnect to this one is factory reset', which is contradicted by universal_password_login.md and ea_series_password_login.md, both of which state the WiFi password is printed on the sticker on the bottom of the router.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent identified self and asked for model, but lost control by failing to structure next steps clearly, misnamed customer (Victor), and ended abruptly.
C2 Met Confirmed understanding conf 90%
Agent used simple, non-technical language appropriate for a customer who said they are 'not very good with this type of stuff.'
Customer Ownership
O1 Partially Met Ownership & empathy conf 95%
Agent offered to email instructions but never collected the customer's email, breaking the commitment and failing to follow through.
O2 Not Met Proactive follow-through conf 97%
Agent said 'I will send after five minutes' but provided no email address, no confirmation, and no timeline — a disconnected commitment with no follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy despite customer expressing anxiety and self-doubt at the start; no acknowledgment of frustration or difficulty.
X2 Partially Met Tone & rapport conf 88%
Agent used plain language but did not confirm understanding, check comprehension, or adapt pacing — customer was left to navigate reset alone.
X3 Not Met Overall experience conf 98%
Agent directed customer toward a full factory reset — a high-effort, disruptive solution — instead of the low-effort step of checking the label, which is documented as the correct fix.
Call Transcript10 turns · 12 lines
Speaker 1
Hi. Good afternoon. My name is Peter. Yes. Yes it is. And I'm not very good with this type of stuff. So, yeah. I'm going to going to be very slow when you ask me a question. I don't know. I'm not sure. I'm going to be able to answer it, but I'll I'll see what I can do. So, I have I I have
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and 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 Linksys. My name is Nathan. May I know who I'm speaking with? Peter. Yes, Peter. You're pressed on calling us. All right. Tell me what the issue is about. What is the problem?
00:00
Speaker 1
I have a Lynxess router and I'm trying to I'm trying to connect a Roku camera and it needs to connect to my Wi-Fi. I don't know what my Wi-Fi password is. And I don't know how to get it. Okay, I'm gonna have to go upstairs to where the router is, hang on a second. Hang on one second. Ah, I know it's on the bottom of the of the thing I know that. Hang on one second. Oh Um [ silence ]
01:00
Speaker 2
Okay, all right. Give me the model of your router. [silence]
01:00
Speaker 1
ok. So I have a serial number. want a serial number? one four Y isn't yellow. two one J isn't Judy. Judy j isn't Judy.
02:00
Speaker 2
Go ahead. Yes, go ahead. [silence] After the two one, what is the letters? All right. All right. [silence] Say the name, let me find the other one.
02:00
Speaker 1
It's it's all so.
03:00
Speaker 2
Alright, this router is already old, okay, and is already at end of life and if you reset this one, you will you will wipe out everything [silence] and you need to format this one. Now, we don't keep the password of the router and also the Wi-Fi. [silence] The only way you can reconnect to this one is [silence] factory reset and reinstall the router. [silence] I can give you the the instructions. Would you like to give me your email? [silence] Okay, you reset that router, wipe out everything. [silence] It's like a brand new one. [silence] Re-install it. [silence] You need to create. Create your own new Wi-Fi password, new router password. And then all other devices that are previously connected, you need to reconnect them one by one, using the new password. Okay 4 for at board.com net zero.com. All rightBJT and a SH 4 4 at zero.com. All right. Okay. I'll send you the instruction after five minutes. I will write it myself. Okay. Anything else, Victor. Okay. Who's the internet service provider? At least I would know who is that internet service provider, the ISP Internet company? Is it?
03:00
Speaker 1
Spectra Spectra Uh
06:00
Speaker 2
Oh, spectrum, et Cetera, they have different configuration, set up. All right? Okay, that's it. I will give you the instruction. That's it- I will give you the instruction. All right, goodbye for- bye-bye for now.
06:00