V2 Rubric Detail — 166310c6-605c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:26
Duration
7m 47s
Contact
Carole
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132614
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Laptop Can't Connect_MR7350

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-18.2)

V2 Grader Summary

The customer was locked out of the router admin interface after two failed login attempts. The agent failed to guide the customer through the standard recovery process using the five-digit recovery key, instead suggesting irrelevant actions like disconnecting Ethernet cables. No resolution, escalation, or meaningful troubleshooting occurred, resulting in an unresolved case with poor customer experience and technical misdirection.

V1 Case Analysis

Customer unable to access router admin UI due to locked password after two failed attempts. No valid troubleshooting performed.

Troubleshooting Steps
  • Asked if internet was needed
  • Instructed customer to remove Ethernet cable between router and ISP gateway
Key Observations
  • Agent opened with a confusing transcription notice instead of support (00:00).
  • No model or serial number was collected despite troubleshooting need.
  • Advice to unplug Ethernet cable is irrelevant to a locked admin password (06:00).
  • No mention of reset button, recovery key, or factory reset—standard steps for password lockout.
Positive Highlights
  • Agent used customer's name (Carol), showing minimal personalization.
Agent Errors / Gaps
  • Failed to follow standard password-reset procedure for locked admin access.
  • Did not collect essential device information (model, serial).
  • Provided technically incorrect advice (remove Ethernet cable) that does not address password lockout.
  • No attempt to verify warranty status or support eligibility.
  • Failed to document case or cite any support path.
  • Did not offer KB article, email follow-up, or escalation option.
  • Misdiagnosed the problem by treating it as a connectivity issue rather than credential lockout.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer reports being locked out after failed login attempts; agent does not resolve access issue or guide through recovery key process, leaving problem unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asks customer to disconnect Ethernet cable without diagnosing the login issue; no meaningful troubleshooting steps related to password recovery or admin access are attempted.
R3 Not Met Correct resolution path conf 94%
Agent fails to follow documented non-destructive recovery path (use of five-digit recovery key) for locked admin access, which applies to all current models including SPNM/LN series.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No clear identification of symptoms beyond 'access locked'; agent does not ask targeted questions about model, firmware, or recovery key availability.
T2 Not Met Appropriate tools / resources used conf 92%
Agent does not use any tools (e.g., local web UI, recovery key lookup, or remote access via linksyssmartwifi.com) that are necessary and appropriate for resolving a locked admin interface.
T3 Not Met No misinformation conf 91%
Suggesting to unplug Ethernet cable between router and gateway does not address the admin password lock and contradicts standard recovery procedures outlined in KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent initiates interaction with greeting and thanks for waiting, but quickly loses control by giving unclear instructions and allowing conversation to become disjointed.
C2 Not Met Confirmed understanding conf 89%
Agent uses vague language ('do you need the internet directly right now') without adapting to customer's apparent confusion or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent does not take ownership of the locked admin issue; no commitment to resolve, and interaction lacks continuity or accountability.
O2 Not Met Proactive follow-through conf 91%
No clear next steps, timelines, or follow-up commitments provided; customer left without actionable plan.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Issue (admin lockout after failed attempts) is a known scenario with defined recovery path; agent fails to apply it or escalate despite clear need.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent does not acknowledge customer frustration, repeated call drop, or difficulty; no empathetic statements made.
X2 Not Met Tone & rapport conf 91%
Agent does not adapt tone, pace, or style; continues with fragmented instructions despite customer confusion and disconnection.
X3 Not Met Overall experience conf 92%
Customer required to repeat actions (disconnect cable) without progress, increasing effort without benefit.
Call Transcript4 turns · 6 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you with a Linksys specialist. Okay, um, hello, Carol. Once again, this is Ally. Um, yeah, I actually don't know what happened, but, um, are you now able to log into the app or [sound like puesta] [silence] [sound like Blue screen] Uh, You can
00:00
Speaker 2
Okay. Yeah. Yeah, the call dropped. [silence] No. Well, I wasn't, um, Okay. All right, [silence] so router password is the old [silence] password I had. Now it's access locked. Two failed attempts to log in.
00:00
Speaker 1
Hello. Ms. Carol. Yeah. Thank you so much for uh patiently waiting on the Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] So here's what we are going to do for us to check on now if we can go ahead and access the web user interface of your Linksys router, uh, do you need the internet directly right now or some of your devices can directly connect to your T-Mobile gateway? Okay. Okay. So uh, cuz here is actually what we are going to do. Um, I want you to remove the ethernet cable that is connecting the Linksys and the T-Mobile. The ethernet cable, can you remove it for the meantime? [silence]
05:00
Speaker 2
well they keep flipping back and forth so I guess they connect they seem to want to do it on their own yep upstairs hang on
06:00