V2 Rubric Detail — 15fdeffa-6c16-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:35
Duration
15m 7s
Contact
Cassandra Williams
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134115
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: WRT54G v3_Wifi Password
⚠ 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: Avoidance/Evasion – agent avoided performing even basic best-effort troubleshooting for a legacy device, redirecting to an ineffective AI tool without attempting known recovery methods (e.g., default login, local access).

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly identified the WRT54G as end-of-life but failed to provide any best-effort troubleshooting, such as guiding the customer to log in locally using default credentials or check the device sticker. Instead, the customer was redirected to an AI tool that offered no actionable help, increasing effort without resolution. This constitutes avoidance of the OOW support obligation, resulting in an unresolved case.

V1 Case Analysis

Customer unable to locate Wi-Fi password for WRT54G (v3) router. Agent confirmed device is legacy/end-of-life and directed to AI chatbot on support.linksys.com for self-help. No admin login or serial number collected.

Troubleshooting Steps
  • Confirmed router model and legacy status
  • Directed customer to AI self-help tool on support.linksys.com
Key Observations
  • Agent correctly identified the WRT54G as a legacy, end-of-support model and set accurate expectations.
  • No direct steps were provided to access the router's admin interface (e.g., http://192.168.1.1, default password 'admin') to retrieve or reset Wi-Fi credentials, though this is technically valid per KB for legacy devices.
  • Serial number was not captured despite customer attempting to provide it, which is a protocol miss for case documentation.
  • Agent provided a valid self-help path via the AI chatbot, which is appropriate for out-of-warranty devices.
  • Communication was clear and structured, though slightly inefficient with filler phrases.
Positive Highlights
  • Correctly identified the WRT54G as a legacy model no longer under standard support ([06:00]).
  • Provided accurate website URL (support.linksys.com) and directed customer to the AI chatbot for self-help ([07:00]).
  • Gave clear instructions on how to phrase the query in the AI tool: 'how to check Wi-Fi name and password' + model number ([13:00]).
  • Confirmed that no account or personal information is required to use the AI tool ([09:00]), reducing customer concern.
Agent Errors / Gaps
  • Failed to collect the router's serial number despite customer offering it ([03:00]-[04:00]).
  • Did not provide basic admin access instructions (e.g., URL http://192.168.1.1 and default password 'admin') which are valid for WRT54G per KB and could have been a quick resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not retrieve or provide the Wi-Fi password, nor guide the customer to access it via router login or connected device; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted (e.g., checking admin login, viewing Wi-Fi settings, using a connected device to view password); immediately redirected to AI tool.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the WRT54G as end-of-life but failed to provide best-effort troubleshooting (e.g., default login, local access via 192.168.1.1, checking sticker) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions asked about admin password, connected devices, or current configuration; skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., KB lookup for legacy login, remote guidance to local UI); relied solely on AI chat redirection without validating its utility.
T3 Partially Met No misinformation conf 90%
Correctly stated the router is legacy and unsupported, but failed to provide accurate method to retrieve Wi-Fi password (e.g., default credentials, local access).
Communication
C1 Partially Met Clear & professional language conf 87%
Maintained basic call flow but did not set expectations, explain process, or manage transitions; call lacked structure.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but did not confirm understanding or adapt to customer confusion when AI tool failed to help.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by redirecting to AI tool without attempting resolution; no effort to guide through known legacy procedures.
O2 Partially Met Proactive follow-through conf 88%
Provided a next step (use AI tool) but no timeline, follow-up, or alternative path when customer expressed difficulty.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Decision not to escalate was appropriate given the legacy status of the WRT54G; self-service is the valid path when no L1 support exists.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted due to product end-of-life status.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but showed no empathy for customer’s frustration or generational context (grandmother’s router); missed opportunity to acknowledge difficulty.
X2 Partially Met Tone & rapport conf 87%
Maintained a neutral tone but did not adjust pace or method when customer struggled with AI tool; continued with same approach despite feedback.
X3 Not Met Overall experience conf 96%
Increased customer effort by sending to an AI chat that provided no useful instructions, forcing customer to navigate unsupported pathways.
Call Transcript28 turns · 30 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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.
00:00
Speaker 1
And, the, the internet is on and working, but I am not sure. I think I know what the internet um, like name is, but we definitely don't have the internet password and it's not on the bottom of the box. Yes, and confirm that I'm listing at the right wi-fi name. Okay. Yeah. Um, one, okay. Model number is WRP4G. And then there's a space and it says B. Period
01:00
Speaker 2
Okay. Okay. Okay. So you want to check the Wi-Fi password? Correct? Okay. So ma'am before we continue, let me just create a record for this. Can you have the model number and serial number of your linksys router? okay, this is W-R-T-54 G version 3, correct? how about the serial number? yeah, that's S-N. [silence] ok, am I really using the speaker?
01:00
Speaker 1
I'm picking off though, Is that better? Mm-hmm. Mm-hmm. It's tea for hi. Yes. It's my grandmother, so I'm not 100% sure. Uh, honestly, I, I'm not sure. Uh, she's had
03:00
Speaker 2
for your phone okay okay I she you OK. C for Charlie, D for David F for Freddie and then eight zero and then E A for Edward and then number three and is it C for Charlie? Okay. OK. C H. OK. And then 1619 OK. How long you had this router ma'am? Is it like two years three years four years?
03:00
Speaker 1
work like come in and out and that I I'm not sure if it's new or not. no I don't yes. Um do you want the one that's on her account? Oh okay you can use mine. It's 919 538 2534. Cassandra C-A-S-S-A-N-D-R-A and Williams. Yep. Yep. It is C-A-S-S-I-E uh works. Um it's five seven two wait can you say that again? yeah. 919 538 2534 It's 848 sell. I don't speak cry. Yeah my middle name isщений zero
04:00
Speaker 2
so you don't have any idea how long your gotma has this router and could I have also your phone number ma'am to create a record? any contact number ma'am that will do. okay how about your first name and last name? and in William is right and how about your email address? [silence]
04:00
Speaker 1
spe requires a at gmail. Cassie Pezza. Yep. yes man. Yeah, I want to confirm that I'm looking at the right Wi-Fi name as well as the password. uh um no because it's gone and it's been out for a while. I know that um like she has a home phone that's associated um with her.
05:00
Speaker 2
So Kasi Tezza at gmail.com, right? Okay. And again, you wanted to check what is the Wi-Fi password, right? Okay. Does you have another device that is already connected to the Wi-Fi network like phones or could be a computer.
05:00
Speaker 1
They have a Spectrum
06:00
Speaker 2
Okay. Okay. Because in this route, the router that you have, as I check it here on our system, this type of router that you have, the WRT54G version 3, this router is already end of support. That means Linksys are no longer providing technical assistance, technical support in this router because actually this router, ma'am, has been with Linksys already releases this one around like more than 10 years already. This is one of our legacy routers. Okay. So no longer provide technical support in this, but you don't need to worry about it, ma'am. We do have an AI tool on our website.
06:00
Speaker 1
OK.Ok.I'm here.OK.And then where do I don't next?Oh,hold on one second.It is about turning.OK.and then went out there.OK.That's so weird.It[silence]
07:00
Speaker 2
that you can take advantage, you can use our AI, that can also give you instructions on how to set up this, or how to check the WiFi name and WiFi password of this router. So our website is support.linksys.com. Okay, you can go to this, um, you have there the icon on the lower right hand side corner. There's an icon there, um, like a circle blue icon with a smiley.
07:00
Speaker 1
Yeah, hold on. I was there and then it redirected to somewhere.upport at, like Olisa s Y S dot com. Okay. I'm on the home page. Awesome. And then, yeah, the bottom chat functionality. Okay, I'm here.
08:00
Speaker 2
Darren a website is support.linksys.com, right. Mhm. Mhm. Mhm. Okay, so just what do you call this one, ma'am? You can just chat or use that AI tool that again, that would give you also instructions on how to check the WiFi name and the WiFi password. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm.
08:00
Speaker 1
And this did, that could work. And just like working with this should work. Okay, I will try that then. I would imagine, I mean, do they need any, is it going to need like account information or like personal information? Okay. Yeah. Um, it looks like it's telling me that the router has been end of life for over 15 years and they no longer
09:00
Speaker 2
I'm sorry. Uh, yes ma'am because it will give you step by step instruction. Okay. Um No ma'am. No need to um provide any account information. You're just going to provide your problem, your concern. Um and then you can put the uh also provide the model number of your router. Mhm.
09:00
Speaker 1
suggest that you take it okay so yeah yeah yeah uh uh yeah yeah uh uh let me load the login okay um it's saying that the site let it okay uh I'll log in
10:00
Speaker 2
um yes ma'am uh-huh but you may try to continue and um use the A-I just to ask how to access or how to check the wi-fi password it will really give you that notification ma'am because that's true this router is kinda like one of our legacy routers that has been invented or released way back like 15 to 20 years already okay so again ma'am this A-I tool man this is our self help tool that can assist you um to to check any settings or to troubleshoot your links okay right
10:00
Speaker 1
for me over the phone since the the website that it's providing is not working. okay okay um thank you for that I will figure it out.
11:00
Speaker 2
She's plug and play, so all you have to do is just plug in and your router's good to go. It does have some software, some minimal software that you can just access via the little strip on the side of the router. But like I said, because this is the end of the support, we can't expect any new updates or patches to any of this. And the router is plug and play, so you're fine ma'am.
11:00
Speaker 1
[silence] Yep. And the Wi-Fi and the the model, okay, yeah. Hmm. Yeah, it's saying I wonder if there's a different router that I can put in just to at least get instructions, cuz it's like not giving me instructions on this one. Yeah. Do you have another model number that I can use?
12:00
Speaker 2
Okay. You may try to type in there, ma'am, like, how to check Wi-Fi name and Wi-Fi password, and then it will, and then type the model number of the router, okay? Then it will, um, give you... Yes, you may try to use, um, either router, model number of router. That's, um, it's just similar way on how to access the, um, or how to check the, um, Wi-Fi password. And the name. Um, the one that I mentioned to you, I, I am...[silence]
12:00
Speaker 1
Mm-hmm. Yep. Yeah. Yeah, it's not, it's not giving me any instruction. It's saying the best pathway is to upgrade your system. So, that's why I was saying, if I could use a different router, um, to help identify that, uh, like, how to check, that might get me my answer instead of using the old one, since it wants me to replace it.
13:00
Speaker 2
Already use that one, ma'am. They tab this the question how to check Wi-Fi name and Wi-Fi password then the model number of your router. Again, how to check Wi-Fi name and Wi-Fi password, WRT 54G. Okay, it will give you the instruction on how to check the Wi-Fi setting. Okay, or you may try to go to the on the support website, ma'am.
13:00
Speaker 1
Mm-hmm. Okay. I do see that. Okay. Okay. Got it. I see that. Okay. Okay. I can, I can take it from there then. Thank you. I appreciate it. Okay. Yep.
14:00
Speaker 2
Okay, there other options there, a m. Like product overview, setup installations, you have there connectivity. Okay, you may try to go to connectivity, then try to look for any option there. There's an option checking Wi-Fi name and password. You may try that article. Or try other options that will give you how to check the Wi-Fi password and name, okay? Okay? You may select first on instead of mesh router, you select it on Wi-Fi routers. Okay? All right. Okay. Okay, m. So, again, [silence] Um thank you for calling links is this is skylar by for now. You're
14:00