V2 Rubric Detail — 25c82b9a-6427-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 17:17
Duration
7m 42s
Contact
Erica Fortney
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132801
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_EA7430

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall56.1% (-21.9)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered policy-compliant options, but failed to provide any hands-on troubleshooting or direct guidance to change the Wi-Fi name and password. While next steps were communicated, the lack of proactive support, minimal empathy, and reliance on self-service resulted in an unresolved outcome despite a technically accurate response path.

V1 Case Analysis

Customer (Erica Fortney) unable to change Wi‑Fi SSID/password after router reset. EA745 out‑of‑warranty. Agent offered paid‑support $15 or email instructions; customer chose self‑help.

Troubleshooting Steps
  • Collected customer name, email, model number, and serial number.
  • Verified device is out of warranty via system lookup.
  • Offered paid‑support option and self‑help via email.
Key Observations
  • Agent did not attempt any live troubleshooting (e.g., logging into the router UI) before offering paid support.
  • Warranty status was correctly identified and communicated.
  • Customer was given a self‑help path via email, which aligns with out‑of‑warranty policy.
Positive Highlights
  • Collected full customer details (name, email, model, serial).
  • Clearly communicated out‑of‑warranty status and available options.
  • Provided a concrete next step (email with instructions) rather than ending the call without guidance.
Agent Errors / Gaps
  • No immediate guidance on how to access the router admin page and change SSID/password.
  • Did not confirm whether the customer could already reach the router UI before offering paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide step-by-step guidance; only offered to email a user guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent skipped diagnostics and went straight to paid support/email option without attempting to guide the customer through login or settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty (EA745 is end-of-life) and offered valid options: paid support or email instructions, per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent collected model/serial and confirmed ISP, but did not ask about current connectivity status, admin access, or whether the customer could log in — missing key diagnostic steps.
T2 Met Appropriate tools / resources used conf 93%
No tools (e.g., remote access, dashboard) were necessary or available for this OOW device; agent relied on accurate KB-based options without misusing resources.
T3 Met No misinformation conf 96%
All technical information provided — end-of-life status, $15 paid service — was accurate and consistent with support policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the interaction and set expectations about warranty status, but failed to guide toward resolution and allowed the call to close without confirming understanding or outcome.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed details clearly; communication was accessible and understandable.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent owned the case by offering to send instructions, but did not attempt any direct troubleshooting before defaulting to paid support or self-help.
O2 Met Proactive follow-through conf 95%
Agent clearly stated: 'I’ll be sending you an email... expect it right after this call, in about five minutes' — specific next step with timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1, though OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but used scripted responses without acknowledging the inconvenience of the power outage or the customer’s frustration; minimal empathy shown.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral, efficient tone but did not adapt to the customer’s urgency or emotional state; no active engagement or pacing adjustment.
X3 Partially Met Overall experience conf 91%
Agent reduced some effort by offering to send instructions, but still required the customer to self-navigate a user guide instead of providing real-time, step-by-step help.
Call Transcript14 turns · 15 lines
Speaker 1
I did. What the. Hello.
00:00
Speaker 2
Welcome to links. support. To ensure quality service, your call may be monitored. For in warrant products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press one 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. Hello, can you hear me? [silence]
00:00
Speaker 1
So I go through spectrum for actual internet, but I have a Wi-Fi router through you all. And whenever I go, I had to reset because the internet went out and it, we had to turn off the power to where the Lynxix router was. One second, please. Um, and whenever I turned off the power and turned it back on, it reset the name of the modem and the password. And I'm trying to figure out how. Yeah, and I'm trying to figure out how to get back.
01:00
Speaker 2
Thank you for calling incomes technical support my name is Dylan how can I help you today mhm . what's the issue the the router I
01:00
Speaker 1
to that so I can fix that. Right, all I have is like on the bottom of it, I mean, I do have the name that pops up one because I had that change the Wi-Fi name, everything. I had all of that changed. Yeah. I can do that. I'm not sure if we registered under my name or if we registered it under my husband's name, but my name is Erica Fortney.
02:00
Speaker 2
I see so technically you had a power outage and you're trying to set up your Lynch's router right now since it reset. I see I see. All right, ma'am. Let me just run some verification with you and ask you a few questions about your Lynch's router in order for me to proceed further. But first, let me let me create a record here. So let's start with your full name, Erica.
02:00
Speaker 1
Mm-hmm F-F-O-R-T-R-A-N-E-X it would be XXTinkerbell007XX@yahoo.com. Yes, it's XXTinkerbell007XX@yahoo.com. Serial number. Let's see.
03:00
Speaker 2
Courtney. How do you spell your last name, Ma'am Erica? Alright. Thank you so much for that one. How about your email address? Alright. Okay, so that's XX- Tinkerbell 0 0 7 @ Yahoo.com. Well, Alright. Thank you so much for that one Ma'am. And now can you provide me the model number and the serial number for the Lenksys Router?
03:00
Speaker 1
is 35 L 1 0 M 2 5 A 0 6 3 0 1. Correct. Yeah, correct. They confirmed everything was okay on their end.
04:00
Speaker 2
all... All right. Let me just repeat that one, ma'am. It's 35L10M25A06301. All right. Got it. Thank you so much for that. And your internet service provider is Spectrum, right? All right. Mhm. Okay. Let me... [silence] Let me just finish up the record here. All right. so based here in our system, ma'am, it shows that you have a Linksys router with the model number EA 745. All right. So, um, just to set your expectations, um, mom, Erica, the Linksys router that you have right now is actually already part of our end of life devices, uh, which means
04:00
Speaker 1
I know okay well it's connecting I'm just trying to get to where I don't under I don't I don't know where to go to to to get to change the name of the router and the password that's all I'm trying to do
06:00
Speaker 2
listed here. I mean, the device that you have right now is already out of warranty. Um, yeah, unfortunately, ma'am, Eric, for out of warranty device. we no longer provide the free troubleshooting assistance over the phone. However, there are two options for it for devices. we do have these. Ongoing support or paid connect service for one time fee of $15. But if you don't want to opt in for that paid connect service, I can send you an email for the instructions.
06:00
Speaker 1
... I can do it myself. I just need to know how to get to where I can... Okay.
07:00
Speaker 2
Alright padman, so I'll be sending you an email with instructions and I found the user guide for your specific model for you to follow. Alright, so I'll be sending it to you through email. Just expect the email right after this call, you skip at least five minutes. Alright, thank you so much for your understanding. And, um, is there anything else that can help you?
07:00