V2 Rubric Detail — 1c12bfe6-7937-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:35
Duration
15m 31s
Contact
Anthony
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135735
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child node lost connection to the network.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-50.3)

V2 Grader Summary

The agent failed to resolve the customer’s need for Wi-Fi credentials, provided no meaningful troubleshooting, and dismissed the request based on end-of-support status without offering best-effort alternatives. Technical guidance was inaccurate per KB, ownership was not demonstrated, and the customer was left with increased effort and no clear path forward.

V1 Case Analysis

Customer (Anthony) requested Wi-Fi credentials for WRT54G router. Agent confirmed model is end-of-life and out of support. Advised checking installation CD or support.linksys.com. Did not guide customer to check router label. Customer accepted self-help path.

Troubleshooting Steps
  • Confirmed router model (WRT54G).
  • Informed customer that the model is end-of-life and out of support.
  • Advised checking the installation CD or visiting support.linksys.com for default credentials.
Key Observations
  • Agent correctly identified the WRT54G as end-of-life and provided accurate support status and correct URL (support.linksys.com).
  • Agent failed to guide the customer to check the router label, which is the primary source for default Wi-Fi credentials per KB guidance (universal_password_login.md and adjacent_connecting_devices.md).
  • Agent incorrectly implied that newer routers are needed for 2.4 GHz support, contradicting KB content that confirms WRT54G supports 2.4 GHz.
  • Long silences and filler reduced call efficiency and communication clarity.
  • Agent did not verify whether the customer had already checked the CD or label before suggesting it.
Positive Highlights
  • Correctly identified the router model (WRT54G) early in the call.
  • Accurately stated that the WRT54G is end-of-life and no longer supported, with correct end-of-support timeline.
  • Provided the correct support URL: support.linksys.com.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not guide customer to check the router label for default Wi-Fi credentials, which is the standard first step per KB guidance.
  • Incorrectly suggested that newer routers are needed for 2.4 GHz support, which is factually incorrect and contradicts KB content.
  • Inefficient call flow with multiple long silences and lack of structured guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided Wi-Fi name or password, dismissed the request due to end-of-support status, and offered only a generic website link without troubleshooting or recovery steps.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken; agent only asked for model number and then directed customer to website/CD without attempting admin access, label check, or default credentials.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer based on end-of-life status without offering best-effort troubleshooting (e.g., checking label, accessing 192.168.1.1, default login), violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the model but did not ask about physical access, label, admin login attempts, or symptoms beyond 'need name/password'; root cause was not narrowed.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent could have guided customer to access http://192.168.1.1 (per KB) to retrieve or reset settings, but did not attempt this appropriate intervention.
T3 Not Met No misinformation conf 95%
Agent failed to provide technically accurate recovery options; per universal_legacy_device_wifi.md, should have guided user to local admin page or label check—not just CD or generic search.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and confirmed understanding but did not set clear expectations about limitations or manage silences effectively.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not adapt to customer’s need for step-by-step help with a legacy device; no comprehension checks after key instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent relinquished ownership by redirecting to self-help without attempting direct resolution, even though basic steps (e.g., default login) were feasible per KB.
O2 Partially Met Proactive follow-through conf 88%
Provided a next step (visit support.linksys.com) but no timeline, follow-up, or alternative if that failed—leaving customer without a clear path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within scope for best-effort support despite end-of-life status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy expressed for customer’s frustration with legacy hardware; interaction remained transactional and dismissive of effort required.
X2 Not Met Tone & rapport conf 91%
Agent used a flat, scripted tone and did not adjust pace or style despite customer confusion and repeated clarification requests.
X3 Not Met Overall experience conf 94%
Increased customer effort by sending them to search a website or locate a missing CD, rather than guiding through known recovery steps (e.g., default login).
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] [artist voice] [silence]
00:00
Speaker 1
Hi. Good morning. I have a Lexus router that I'm trying to get connected. I'm just trying to really find out what the what the name of the router would be, what the password would be, so I can connect it to another another device. That's correct. Yes, I do.
09:00
Speaker 2
Hi, thank you for calling Linksys, my name is Vent and I will help you today. You want to know the router's Wi-Fi name and password, is that correct? All right. Do you have the physical device with you as well?
09:00
Speaker 1
[silence] okay. Gotcha. Wordtechnology. five four G. [silence] Hey, I just have the documentation and just register your product online and then there's a CD. No, I don't have the box.
10:00
Speaker 2
All right. Can you provide me the model number? All right. What's the model number of the router? Uh-huh. Mm-hmm. WRT 54G. Thank you so much. WRT 54G. And may I also know, do you still have the box alongside with the device that came with it or just the router itself? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Alright. Thank you.
10:00
Speaker 1
[silence] Yeah, that makes sense. So what you're saying is if I were to load the CD, would that most likely pull up the information that I'm looking for?
11:00
Speaker 2
So, for this specific model, in terms of any kind of information, as you mentioned you need the Wi-Fi name and password, it should either be inside the CD that you currently have for it, but usually it's alongside with the box, since it has a documentation alongside with its username, Wi-Fi password, and the Wi-Fi name for it. However, this specific model, the WRT54G has already been considered as an end of life and an end support unit. We no longer assist this type of router and the last support for it was way back on July of 2022. [silence]
11:00
Speaker 1
Okay. Um. I understand that this is a uh an outdated model and uh end of support. Um, however, if I were to load the CD and then give you guys a call back, could you assist at all with helping me with that if I needed it? Okay, so. Is there anything though that I can find on your website in terms of, you know, trying to um. Okay, can you say that again where I should go? [silence]
12:00
Speaker 2
Yes. No unfortunately you can not since as the unit itself is an end support already yes you are you can try visiting our website support.linksys.com and try typing in the model number of the unit which is the W RT 4 G there should be some basic troubleshooting steps for it.
12:00
Speaker 1
Yes, you're speaking with uh Anthony. I'm sorry, just writing this down. Uh thank you very much for your help. Type in the model number of of router. You said you'd provide some troubleshooting help.
13:00
Speaker 2
no two who am I currently speaking with as well so Anthony thank you so much once again Anthony you can visit our website support.Linksys.com type in the model number of your router and it should provide you the troubleshooting steps for it. The router yes. Yes the troubleshooting guides for it just look for the FAQs of the devices you.
13:00
Speaker 1
Okay, uh anything else. [silENCE] All right. Thanks a lot for uh your help. I will give the CD a go. I Just, it's really simple. I just need it to connect. I have a uh I have a dual, I have a um I I have a uh uh security cam that only that only connects to a 2G router. So, uh that's why I've been using this uh to try to get this set up and uh I'm not going to be able to get my security camera set up unless I have the name of the router and the password. So that's what I need.
14:00
Speaker 2
And that, that should be it. I see. I see. All routers, it doesn't matter if it's an older one, but newer ones also uses a 2.4. So you can also consider getting a new, more modern router as
14:00
Speaker 1
Yeah, this particular security camera only connects to 2G, so this router is the right one. But anyway, you've helped me with everything I need. Thanks. Bye.
15:00
Speaker 2
7 well as an option. I see. All right. So once again, thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now.
15:00