V2 Rubric Detail — 15a440b0-76fa-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:13
Duration
5m 31s
Contact
Daniel Vanbeselaere
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135804
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device reconfigure_EA9300
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided diagnostic responsibility, provided no actionable support, and prematurely terminated the interaction.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps or use any tools, providing only a generic reference to the device label for the password. The interaction ended abruptly without a resolution or a valid escalation path, constituting a clear avoidance of support duties.

V1 Case Analysis

Customer reported no Wi-Fi connectivity after router reset; unable to locate password. Agent advised checking default password on router label but performed no troubleshooting. Call ended without resolution or clear next step.

Troubleshooting Steps
  • Collected serial and model number
  • Advised checking default password printed on router label
Key Observations
  • Agent provided accurate technical information: default Wi-Fi password is indeed printed on the bottom of EA series routers.
  • No troubleshooting steps from the Quick Decision or Step 1 sections of the KB were performed (reboot, LED check, local login).
  • Call ended without confirming resolution or setting a clear next step, leaving the customer with an open issue.
Positive Highlights
  • Accurately captured the customer's serial number and model (EA9300) at [01:00].
  • Correctly informed the customer that the default Wi-Fi password is printed on the bottom of the router at [04:00], per KB guidance.
  • Collected customer name and email as required for case creation at [02:00].
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps for Wi-Fi loss (reboot, LED status, local UI login) as outlined in universal_escalation_guide.md.
  • Did not guide the customer through accessing the local web interface (http://192.168.1.1) to check status or reset the admin password.
  • Did not verify whether the router was online or check LED status, which is a critical first step for connectivity issues.
  • Ended the call abruptly without confirming resolution or setting a concrete next step, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still has no Wi-Fi and no working password; agent did not resolve or advance toward resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., check LED, reboot, Ethernet test); agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 96%
Agent did not determine warranty status, product eligibility, or correct resolution path; offered no troubleshooting despite clear hardware symptom.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms (e.g., LED status, connectivity mode), ask diagnostic questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (local web UI, speed test, logs) required to diagnose lost Wi-Fi or password access.
T3 Partially Met No misinformation conf 92%
Agent correctly stated default password is on device label, but gave no further technically accurate guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked framing, structure, or control; ended abruptly with 'Bye bye' without closure.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language ('probably', 'this password there') without confirming understanding or adapting to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred no ownership; told customer to 'call back if you have a problem' instead of resolving now.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up commitment; only a vague invitation to call back.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent avoided escalation despite unresolved hardware symptom and no troubleshooting, which constitutes inappropriate non-escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent ignored customer frustration about lost Wi-Fi and inability to find password.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s evident confusion and urgency; remained disengaged.
X3 Not Met Overall experience conf 96%
Customer forced to locate password physically and troubleshoot alone; agent increased effort by providing no actionable help.
Call Transcript12 turns · 12 lines
Speaker 1
[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.linksights.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. My name is Gerald. How can I help? Doing good. How are you doing? I can't find my serial number. Can you still help me?
00:00
Speaker 1
I have no idea, it doesn't say on the box how many years warranty there is or nothing, all I know is it's a Lynch and it's a big one. I have serial number here. Uh serial number one eight R 1 0 6 0 4 seven 1 3 1 2 0. It's a model number E A 9 3 0 0 C A.
01:00
Speaker 2
Got it oh Sure we can start with that what is your serial number? and model number One second [silence]
01:00
Speaker 1
My first name's Daniel, my last name's Van Besler. V as in Victor, A-N-B-E-S-E-L-A-E-R-E. D D V A N
02:00
Speaker 2
what is your first name and last name so I can create a record for you got it and what is your email address
02:00
Speaker 1
Ed van at inet inet Biz Biz.ca. No to the David David alphaNovember inat Biz. Yes. Now, I my problem is here. I've lost my wifi. I have no wifi here. So, uh, I'm plugged that I film my provider and they said, well, it's power is getting here. Routers no good. And so I told the router to reset it. And now it just comes don't subscribe this. So I'll take you. Take you. So you got to reset it. Here we go. Once again. And I'm gonna kind of breathe
03:00
Speaker 2
I was not able to catch up one more time please. So that's D as David, V as Victor, and got it.
03:00
Speaker 1
[silence] back links 13 something, unable to connect. I didn't, I don't know what the password is. Didn't come back to my original password. Now, we're at the bottom of the or you mean it's on the unit itself? Okay. Once I get the password, could I change it then? To my own again? Oh, okay, so it's written right on the thing. Cuz I've been looking at this damn box and everything else and I can't find no password on it. Okay, so I'll look at the machine itself, the router itself and see if there's a password on it. Okay, sounds good. Thank you for your help.
04:00
Speaker 2
[silence] right the password of that is probably back to default too which is the one at the bottom of the unit this password there you can try to use that yes correct there's a password there the default password yeah you can customize the wifi name and password correct sure you
04:00
Speaker 1
No. I have no, no, Ken. Well, there's no Wi-Fi, right? So how am I gonna get it? Through, uh, we'll just look at the bottom of that router and we'll see if it's got a password wrote on it and we'll try it. Okay, thank you.
05:00
Speaker 2
Oh, your mother is welcome. You don't want me to give you the guide or something? Or you know how to do it. Yeah. And I say, well, give us a call back if you have a problem with it, okay? All right. Bye bye.
05:00