V2 Rubric Detail — 281f4980-7c66-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:49
Duration
5m 6s
Contact
Fred
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00136677
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_VLP01

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-9.3)

V2 Grader Summary

The agent correctly identified the device as end-of-life but failed to provide any best-effort troubleshooting or tool use, such as guiding the customer to the local web interface for password recovery. The agent's recommendation to use the app despite the customer having no internet was technically illogical, and the interaction ended without a resolution.

V1 Case Analysis

Customer unable to connect to 2.4 GHz Wi-Fi; password rejected. Agent incorrectly claimed VLT01 is end-of-life, failed to verify router status or password, and recommended factory reset and replacement without troubleshooting. No resolution achieved.

Troubleshooting Steps
  • Collected model and serial number
  • Asked about Linksys app usage (without confirming internet access)
  • Incorrectly stated the VLT01 is end-of-life and unsupported
  • Recommended factory reset and device replacement
Key Observations
  • Agent incorrectly claimed the VLT01 is an end-of-life and unsupported model (no such status exists in the KB for this model).
  • No attempt was made to verify the Wi-Fi password by checking the router label or accessing the web interface (http://myrouter.local or http://192.168.1.1).
  • Agent suggested using the Linksys app to test the password, which is impossible without internet connectivity.
  • Recommended factory reset and device replacement without performing any basic troubleshooting steps (e.g., LED check, admin login, SSID verification).
  • Failed to follow standard Wi-Fi connectivity troubleshooting protocol outlined in universal_connecting_devices.md.
Positive Highlights
  • Collected model number (VLT01) and serial number (26D11M38A02113) early in the call.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Incorrectly stated the VLT01 is an end-of-life and unsupported model (contradicts KB; no such status exists).
  • Failed to verify the Wi-Fi password by checking the router label or accessing the web interface (http://myrouter.local or http://192.168.1.1).
  • Suggested using the Linksys app to test the password despite the customer having no internet access (impossible step).
  • Did not check the router’s LED status to confirm it was online and functioning (Step 1 in universal_connecting_devices.md).
  • Did not guide the customer to access the router via http://myrouter.local or http://192.168.1.1 to verify SSID and password settings.
  • Recommended a factory reset without first attempting to log in or confirm configuration issues (contrary to KB guidance).
  • Provided no troubleshooting steps for 'wrong password' symptom, directly contradicting universal_connecting_devices.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the device is end-of-life and recommended replacement without resolving the password/connection issue or confirming if a factory reset would fix it.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only suggested downloading the app and a factory reset without guiding the customer through any troubleshooting steps or verifying the password issue.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to EOL status without attempting best-effort troubleshooting (e.g., factory reset, password recovery) as required by OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (can't connect, password not accepted) and asked for model/serial number, but did not probe further into network setup or prior changes.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent didn’t attempt to guide customer to local web interface (e.g., myrouter.local) which could verify settings or reset password via Recovery Key.
T3 Partially Met No misinformation conf 95%
Agent suggests downloading the app to check if the password works; however, the customer explicitly states they have no internet, making this recommendation technically illogical. While factory reset is a valid step, the app suggestion is a failure in technical application.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent initiated call professionally and collected basic info, but lost control by abruptly ending after suggesting upgrade, without closure or next steps.
C2 Partially Met Confirmed understanding conf 87%
Agent used clear language but failed to adapt when customer was confused about model number (VLT01 vs LPL1) and didn’t confirm understanding of EOL implications.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by stating Linksys no longer assists EOL models instead of offering best-effort path forward like factory reset with setup guidance.
O2 Not Met Proactive follow-through conf 96%
No next steps provided beyond buying a new router; no timeline, action plan, or follow-up commitment offered for current device.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope and could have been addressed with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent did not acknowledge customer’s frustration after vacation or difficulty reconnecting, and delivered EOL news flatly.
X2 Not Met Tone & rapport conf 93%
Agent maintained a rigid, scripted tone despite customer confusion and urgency; failed to adjust pace or simplify guidance for stressed customer.
X3 Not Met Overall experience conf 94%
Customer was told to buy a new router rather than being walked through a simple factory reset and re-setup — placing full burden on customer unnecessarily.
Call Transcript10 turns · 10 lines
Speaker 1
[female laughter] [male laughter] Yes, I was on vacation. I came back and they had a message. there's a problem connecting to lynxis 2.4 megahertz or whatever it is. and just, um, cannot cannot connect uh it says Enter the password, won't accept it. it says you can hit a button and it will accept it and but I don't know what button you hit.
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. My name is Ven, and I'll help you today.
00:00
Speaker 1
you need a serial number or model or anything uh where do you get that? I got a name I got a password, a recovery key, serial number uh it is two six D 1 1 M 3 8 A 0 2 1 1 3 yes ma'am I can't tell if it's, if it's uh 3 8 or 3 9 it's kind of blurry [silence]
01:00
Speaker 2
What's the model of your Linksys router? What's the serial number? To confirm it was two, six, the delta one one M like Mary 3,8 A like alpha 02113.
01:00
Speaker 1
Oh, I'm sorry. It's a VLT01. Yes, ma'am. It's kind of a blue, bluer green. Fred Durk. Yes, Fred, yes. I don't know what is my time I'm in side
02:00
Speaker 2
the model number should be located either at the back or at the bottom of your Linksys router. Okay. Thank you. LPL1. Thank you so much. What is the color of the light on your Linksys router as well? [silence] Um, IQ may know to whom am I currently speaking with as well, uh I'm sorry, was it Fred and lastly, may I know if you're using the Linksys app to manage your router or mesh router?
02:00
Speaker 1
I don't know. I just, when I tried to key in it just says there's a problem connecting on the computer. How can I download if I don't have internet? Right. Had a what? Give me what steps I need to take, please. You know, I need to be able to download what I'm trying to download without the internet help.
03:00
Speaker 2
Alright. Thank you so much for that one. Um, so, in order for you to at least try and manage to see if there's really some problem with the password, you might need to consider downloading the Linksys app and try logging into it there instead to see if the password works. If that's the case, you might need to consider doing a complete factory reset on the VLP01s that you have and set it back up from scratch since there's a possibility it might not be connecting properly to the modem. However, before any further troubleshooting may also start, once again, before any further troubleshooting may start, I'll set your expectations that this specific model, the VLP01s, has already been considered as an end of life device.
03:00
Speaker 1
Oh, out of date, huh? Okay. Mm Hmm. Okay. All right. So nothing y'all can do you're going to get a new model. Okay. All right. Thank you.
04:00
Speaker 2
and an end of support model. In other words, Linksys no longer caters or tries to assist this specific model. That is correct. As much as possible, we do highly suggest that you consider upgrading or at least considering getting a newer model instead, one that is up to date. Unfortunately, all right. Thank you for calling Linksys as well. Take care and have a great day.
04:00