V2 Rubric Detail — 271cf8aa-6345-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:20
Duration
8m 21s
Contact
Judy Shrider
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132572
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 Forgot Password
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided performing basic troubleshooting or verification steps and prematurely directed the customer to replace the device without confirming support status or attempting recovery.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot a recoverable password issue, incorrectly declared the E2500 router end-of-support without verification, and avoided ownership by suggesting replacement and deferring to an AI tool. No meaningful resolution path was provided despite available non-destructive recovery methods like the recovery key, resulting in an unresolved case and a clear avoidance/evasion failure.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password for Linksys E2500 router. Agent incorrectly stated device was end-of-support, provided no valid recovery steps, and directed to AI tool. No case created.

Troubleshooting Steps
  • Collected model (E2500) and serial number (10A30C6B420156).
  • Asked if password could be retrieved from connected devices (customer attempted but failed).
  • Incorrectly stated router was end-of-support as of September 18th.
  • Directed customer to support.linksys.com AI tool for further assistance.
Key Observations
  • Agent misidentified the company as 'Lynx' instead of 'Linksys' at [00:00] and [06:00], indicating brand confusion.
  • No guidance provided to access router admin page (http://192.168.1.1 or http://myrouter.local), which is the standard method for retrieving Wi-Fi passwords on E Series routers per KB.
  • No mention of the five-digit recovery key printed on the router label, a documented method for retrieving Wi-Fi passwords on E Series devices.
  • Agent incorrectly stated the E2500's support ended on September 18th without verifying warranty status or consulting KB. While the E2500 is end-of-life, the agent provided a specific false date and did not confirm via warranty lookup.
  • Agent directed customer to AI tool on support.linksys.com instead of providing actionable self-help steps.
Positive Highlights
  • Agent correctly asked for and captured model number (E2500) and serial number (10A30C6B420156), demonstrating attempt at device identification.
  • Agent asked if password could be retrieved from connected devices, which is a valid secondary method when available.
  • Agent confirmed customer email (schreiderj@yahoo.com), demonstrating data collection effort.
Agent Errors / Gaps
  • Misidentified company as 'Lynx' multiple times, undermining credibility.
  • Failed to follow Linksys password-recovery KB: did not instruct customer to access http://192.168.1.1 or http://myrouter.local to view Wi-Fi settings.
  • Did not mention the five-digit recovery key printed on the router, a valid method for retrieving Wi-Fi passwords on E Series devices.
  • Provided factually incorrect information about the router's support end date without verification.
  • Directed customer to AI tool instead of providing actionable self-help, abdicating support responsibility.
  • Did not create a HappyFox case despite handling a technical support request.
  • Gave no concrete next step beyond 'use the AI tool', leaving customer without resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the router was end-of-support and suggested buying a new one without retrieving the password or offering a recovery method.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted (e.g., checking recovery key, local login, firmware status) despite the issue being recoverable.
R3 Not Met Correct resolution path conf 96%
Agent declared the device unsupported without verifying model E2500's actual support status or ISP-provisioned nature, and prematurely recommended replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify the core issue (forgotten admin password) or ask diagnostic questions to determine access method or recovery key availability.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., checking admin interface, recovery key lookup, or remote guidance) despite their necessity for password recovery.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed the E2500 router was end-of-support as of July 2022, which is not accurate per Linksys policy; support may still be available.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent asked for model/serial and attempted to gather info, but failed to set expectations or guide toward resolution.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language and asked clarifying questions, but did not adapt to customer’s confusion about router vs. ISP equipment.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by deflecting to an AI tool and suggesting a new router instead of helping recover the password.
O2 Not Met Proactive follow-through conf 94%
No clear next steps were provided; only vague suggestions to visit a website and wait for Spectrum’s visit.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent did not escalate despite being unable to resolve the issue and lacking verified information on device support status.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so no details or customer notification about escalation were provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used polite language but did not acknowledge the customer’s urgent work-from-home need or frustration with the situation.
X2 Partially Met Tone & rapport conf 89%
Agent responded to customer inputs but did not adjust communication to clarify the router/ISP distinction or reduce confusion.
X3 Not Met Overall experience conf 93%
Customer was left to self-serve via an AI tool and wait for external help, increasing effort unnecessarily.
Call Transcript18 turns · 18 lines
Speaker 1
[silence] Hi, Ellie. My name is John Valdez. I have a different situation here. I'm traveling from another state and I just got to my aunt's house and I work remote. So, I'm trying to log my computer in and she cannot remember her password.
00:00
Speaker 2
thing. [silence] Welcome to lynx support. [silence] To ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.lynx.com. [silence] Please have your device's serial number ready. [silence] For assistance, [silence] press one now. [silence] For out of warranty products, paid support, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out-of-warranty product, paid support option may be available depending on the issue. [silence] [silence] Hi, thank you for calling Linksys Technical Support. My name is Labi, how can I help you? [silence]
00:00
Speaker 1
Password to get into her internet. And I, we called Spectrum and they told me that the router is through Linksys. And they told me to call you and that you could help me. Hopefully. [silence] [silence] TVs? [silence] [silence] have a phone. [silence] [silence] and two phones. We'll [silence] oh, yeah, I'm at my aunt's house. She's retired. So she doesn't have anything going on here other than phones and TVs. I have the serial. Yeah, yeah, let me give you the serial number I have log written down, but I can go get you the. [silence]
01:00
Speaker 2
Sure. Uh-huh. Oh, oh, okay. All right. And by the way, Ms. V--how many devices are currently connected to the Wi-Fi right now? Apart from your your connection. So, and what are those devices please? Oh, just the TVs. How about how about? Okay. All right. Oh, okay. Ah, I see. Um, by the way, Ms. Ms. Valdez, can you help me getting the model number and the serial number of the Linksys router? Oh, yeah.
01:00
Speaker 1
the serial number is one. I assumed these are zeros. One, zero, A, three, zero, C, as in cat, six, B as in boy, four, two, zero, one, fifty-six. And the model number. Okay, hang on one second here. The model number is that the Mac number? Uh, it's the MAC address and then there's one, there's only one more and it's five, three, zero, two, dash eight, one zero, five. Oh wait, wait, wait, wait, wait, wait. The model number is E two five O-O.
02:00
Speaker 2
Okay. Perfect. uh huh. Yes, please. Not that one. Okay, perfect. Thank you so much. And it's mm-mm-hmm. Okay. Thank you so much. Okay. Uh, let me just get some information here.
02:00
Speaker 1
Thank you. I have the, so I've been here before, but I have a new computer that has not. So my phone remembered it, but when I go to look in my phone password in my settings, it wouldn't show me the password. Like, there's nowhere I can hit the I to make the letters show up to what it is. But I have ten, I have ten digits in there, but they're all bubbled. Do you know how to get to it? Ah. All I, yeah, all I see.
03:00
Speaker 2
Okay. Um-huh. And now, by the way, um, Miz, since some of the phones are connected to the Wi-Fi, um, did you try getting the Wi-Fi password from those phones? Um-huh. Oh. Oh. Um, not exactly, but maybe you can get those um, you know, those information, maybe from your aunt's phone. Um, if your aunt's phone are actually connected to Wi-Fi. [silence]
03:00
Speaker 1
is Rich Bear, which is the name, but the password, let me look at your phone, Judy, and see where's your settings at.
04:00
Speaker 2
ahem. Oh, okay. I see. I see. Okay. So, uh, Miss Valdes, regarding the, uh, router that your aunt has, uh, by the way, maybe you can help me get your aunt's email address. I'm just actually putting it up on the record.
04:00
Speaker 1
Schreider Judy at Yahoo Dot com Schreider S as in Sam H as in ham R I D as in David E R J excuse me U D as in David y Judy Schreider Judy at what? @yahoo.com So it's outdated. [silence]
05:00
Speaker 2
okay, thank you so much, okay, so, um, here is actually the thing about this, um, router, um, mr. Valdes because my your Aunt's router has been already like, um, one of the routers that is already end of support. And, um, because the support of this router, uh, uh, yep. because the support of this router actually, Judy, I mean, uh, mr. Valdes already ended last, uh, was it last, um, month or last year? [silence] last September 18th. [silence] right? so, I mean, we would like just to let you know, let um your aunt know that, um, you know, to get a new router is probably the best, option, to have. So, it's better to get a new router that would still have their, um, router's, um, support.
05:00
Speaker 1
Okay. Is there a recent? Okay. What is the link? What is your website? [silence]
06:00
Speaker 2
Last July 27th of 2022. So we can no longer provide support or any technical support for this kind of router. But I can actually um um uh you can actually visit the website of Lynx. And there is an AI tool agent on that page wherein um all you just have to do is input the right keywords so that it can help you because it can actually uh provide you some troubleshooting instruction on how you can pull up the password of your aunt's router or it's actually much more better if you can access the router of your aunt it's settings. So that AI tool agent can provide you those information. Oh yeah, so the website is support linksys.com.
06:00
Speaker 1
O. K. Okay. All right. And yeah, um, the spectrum is coming out here tomorrow with new equipment for her because they said the same thing on whatever part they're doing. I don't understand why you're separate from the internet. I thought the internet had the Wi-Fi in it and it would be spectrum, but that's not the way it is. What? Okay. Okay. That's all right. So, that'll be fixed tomorrow. But in the meantime, I have to work tomorrow, so, and I work remote, so it's I
07:00
Speaker 2
uh huh so oh okay yes it's not actually the way it is okay cuz yep link is that there is only providing routers since maybe the one that is actually from um the spectrum is only a modem alone and it can't provide any wireless connection uh uh yeah you maybe you really need to access the settings of your own router so that like I know you can pull up all of the uh you know password uh
07:00
Speaker 1
Okay. Okay, great, thank you so much. Bye bye. No, that'll be it, thank you. You too, bye bye.
08:00
Speaker 2
you too. Thank you so much as well. Would there be anything else? Thank you so much. Have a good one. Bye.
08:00