V2 Rubric Detail — 2c817242-7620-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:13
Duration
8m 49s
Contact
Ron Svilegye
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135641
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: enable Wi-Fi password
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion by refusing to provide full troubleshooting and dismissing the issue due to warranty status, which is a critical failure (B).

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the Wi‑Fi password issue but gave only a generic self‑service instruction and declared the router out of warranty, providing no real troubleshooting. No resolution was achieved, key steps were omitted, and the interaction lacked empathy and effort reduction, resulting in an unresolved outcome and a critical avoidance failure.

V1 Case Analysis

Customer wants to set a Wi-Fi password on WRT160 V2. Agent provided router IP (192.168.1.1) and advised to enable password via web UI; noted device out of warranty.

Troubleshooting Steps
  • Identified that Wi-Fi password appears to be disabled
  • Provided router default IP address (192.168.1.1) for local web UI access
  • Informed customer of out-of-warranty status
Key Observations
  • Agent provided the correct default router IP address (192.168.1.1) per the KB for WRT series routers
  • Agent correctly identified that the Wi-Fi password was likely disabled
  • Agent did not guide the customer through the UI steps to enable the Wi-Fi password
  • Agent misrecorded the serial number provided by the customer
  • Call ended abruptly without confirming customer understanding or offering further assistance
  • Agent clearly communicated the out-of-warranty status and end-of-support date
Positive Highlights
  • Provided correct default router IP address (192.168.1.1) per KB
  • Correctly identified that the Wi-Fi password was disabled
  • Clearly communicated the out-of-warranty status and end-of-support date
Agent Errors / Gaps
  • Incorrectly captured serial number
  • Did not walk through the Wi-Fi password enable process in the router's web interface
  • Ended call abruptly without confirming customer understanding or offering further support
  • Poor call control and lack of empathy

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only provided the router IP and instructed the customer to set the Wi-Fi password themselves; no confirmation of resolution or outcome was achieved during the call.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked for serial/model but did not walk the customer through accessing the Wi-Fi password settings or verify the current configuration; no meaningful troubleshooting was conducted.
R3 Not Met Correct resolution path conf 97%
Agent declared the router out of warranty and ended the call with self-service instructions, rather than providing best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (Wi-Fi has no password) and asked for model/serial, but did not ask detailed questions about the router’s current Wi-Fi settings or confirm the problem.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI navigation, logs) were used; the agent could have verified the Wi-Fi security setting directly via the web interface.
T3 Met No misinformation conf 95%
Agent correctly stated the default router IP (192.168.1.1) and that the Wi-Fi password can be set via the web interface; the warranty/end-of-support claim is also accurate for an old WRT160.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call moving but did not set clear expectations or manage the conversation flow; long silences and abrupt ending reduced control.
C2 Partially Met Confirmed understanding conf 87%
Language was simple enough, but the agent did not confirm the customer’s understanding or adapt tone to the customer’s confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent owned the call (no transfer) and gave a self-service step, but stopped short of full assistance and left the customer without confirmation of success.
O2 Met Proactive follow-through conf 93%
Agent gave a concrete next step: “go to 192.168.1.1 and enable the Wi-Fi password.” No timeline was needed for this simple action.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue.
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 92%
Agent offered no empathy or acknowledgment of the customer’s frustration about an unsecured Wi-Fi network.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer’s repeated clarifications; communication remained flat.
X3 Not Met Overall experience conf 91%
Customer had to repeat serial number and model several times; the agent could have streamlined the process and taken more actions on the customer’s behalf.
Call Transcript18 turns · 18 lines
Speaker 1
your device stuff you used to see engaged with the low pick up password yeah I need to put a password on my Wi-Fi
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, 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. Thank you for calling Linksys. This is Ace. How can I help you?
00:00
Speaker 1
yes it is the WRT 160 and V2. that's the model number you want the serial number the model number is on the bottom take a 70 are two one two it's the four digit model number serial number one one is C one one Cat That's the exam. the serial number is H nine zero four two seven three
01:00
Speaker 2
Let me see. can you tell me the serial number of your Linksys router? uh [silence] WR T one six four [silence] yes oh you mentioned the model number is WR T one six zero. [silence] [silence] uh what's the serial number sir? [silence] [silence] uh o sorry I don't have an answer sir. [silence] [silence]
01:00
Speaker 1
No, it's h like Henry. Nope. Nope. It's 11 h 904273. It's a number.
02:00
Speaker 2
C for cot. S for Sam. E for Echo. 11-89-0427-3. Is that correct? All right. Thank you for the clarification, sir. Joshua Wade First Record for you. May I have your name, sir? [silence]
02:00
Speaker 1
Ron Salagye, S-Z-I-L-A-G-Y-E, correct? Yeah. It's Ron Salagye. Gmail.com. [silence]
03:00
Speaker 2
current mail address?
03:00
Speaker 1
Section of only. Yeah. Well, it's open, anyone is no password on it. Thank you.
04:00
Speaker 2
All right. And your internet service provider? So Ron, you just want to, you mentioned you just want to type in your Wi-Fi password, May I know why? is it because you don't know the Wi-Fi password or you can't connect to your to your internet? Can you clarify to me, Ron? When you
04:00
Speaker 1
Well we can connect to the Wi-Fi but it's open it's not there's no password on it. I'll see. This type of... Yeah. Uh-huh. Oh. Uh-huh. Yeah. Ok. Yes. That's a free. With these restaurant. Right.
05:00
Speaker 2
When you connect to your Wi-Fi name, it doesn't show any [inaudible] password. Is that it. Or are you not able to connect to your Wi-Fi? Can you clarify that. I see. So you're you mean to say you're able to connect to your Wi-Fi, but without password, it's a free connection. There's no password required when you connect to your Wi-Fi.
05:00
Speaker 1
Ok.
06:00
Speaker 2
And what you want is to have a password on your Wi-Fi connection. All right. I think you might have disabled your Wi-Fi password. That's why you were able to connect to your Wi-Fi directly without typing in your Wi-Fi password. And you can check that on your router's web interface. You router's default IP address is 192.168.1.1 and then from there.
06:00
Speaker 1
1-9 uh... 16-8-168-1. dot 168-1 okay 192.168. I'd like to inform you
07:00
Speaker 2
192 dot 168 dot one. Yes. 192 dot 168 dot one dot one. Yeah. That's your yeah, that's your router's default IP address. Once you're on there, from there you could access your router settings and enable your router's Wi-Fi password so that when you try to connect to your Wi-Fi, it would require a password to access your or enter your Wi-Fi connection. Now, I also have to inform you, Ron, that apparently your router is already out of warranty because it's been too long since you have this router.
07:00
Speaker 1
Right? Okay, fine. Okay, good day. Okay, bye.
08:00
Speaker 2
And, and it, yeah, and it also reached its end of support last 2022. So, once a router reaches its end of support, we no longer provide technical support or assistance uh with regards to the router's uh issues or problems. Mhm. But, I've already mentioned to you the router's IP, so you can just go there and access your router's web interface and change any settings on its Wi-fi, okay? You're welcome. Thank you for calling Linksys. Juan, take care, have a great day and bye.
08:00