V2 Rubric Detail — 2ffdb15c-74bc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:45
Duration
5m 50s
Contact
Maria Chavez
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135393
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to router to be secure

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership3.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall30.2% (-5.8)

V2 Grader Summary

The agent correctly identified the WRT54G as end-of-life and advised purchasing a new router, which is factually accurate per KB. However, the agent failed to conduct any troubleshooting or suggest feasible self-help options like factory reset or local web access to address the customer's password/security concern, violating OOW best-effort standards. The interaction lacked empathy, clear guidance, and actionable next steps, leaving the core issue unresolved despite feasible solutions.

V1 Case Analysis

Customer unable to set password on WRT54G. Agent confirmed device is end-of-life but provided no troubleshooting steps, failed to acknowledge frustration, and ended with a generic purchase recommendation. No self-help or escalation offered.

Troubleshooting Steps
  • Collected model number and serial number
  • Identified device as end-of-life
Key Observations
  • Agent correctly identified WRT54G as end-of-life per KB guidance in adjacent_gaming.md and adjacent_device_setup_scenarios.md.
  • No troubleshooting steps provided for setting admin password or performing factory reset on legacy device.
  • Customer's frustration and profanity at [00:00] and [03:00] were not acknowledged or empathized with.
  • Agent failed to offer any self-help path such as a KB article, email with instructions, or link to legacy firmware guide.
  • Ended call with vague recommendation to buy a new router without guiding customer to Linksys store or support resources.
Positive Highlights
  • Accurately identified the WRT54G as an end-of-life product with no firmware updates or support, consistent with KB guidance in adjacent_device_setup_scenarios.md.
  • Correctly informed the customer that any brand of router can be used, which is accurate and helpful advice.
  • Collected both model number and serial number as required for product identification.
Agent Errors / Gaps
  • Failed to provide factory reset instructions or default login details for WRT54G, which are safe self-help steps even for end-of-life devices.
  • Did not acknowledge or de-escalate customer's visible frustration and anger, violating Angry Customer Protocol in universal_escalation_guide.md.
  • Did not offer any form of self-help (KB article, email, chatbot) after determining device is out of warranty, which is required per Paid Support / Warranty Guidance.
  • Provided no actionable next step beyond 'buy a new router,' leaving customer without a resolution path.
  • Allowed call to end without confirming customer understanding or offering further assistance options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device EOL and advised purchase of new router without attempting to resolve the password/security issue, even though factory reset is possible on WRT54G.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asked for model/serial and then declared the device unsupported, without any troubleshooting steps.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified EOL status but failed to provide best-effort troubleshooting (e.g., factory reset) for out-of-warranty device as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent jumped straight to EOL declaration without any diagnostic questions regarding the customer's current access or attempts to secure the device.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to suggest the use of the local web interface or a factory reset, both of which are standard tools for resolving password/security issues on legacy devices.
T3 Met No misinformation conf 97%
The claim that the WRT54G is end-of-life and outdated is supported by the 'Legacy Pre-2010 Devices' section of the KB, which explicitly states these devices are EOL and a security risk.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structured transitions; agent gave a script and then abruptly ended.
C2 Not Met Confirmed understanding conf 95%
Agent did not acknowledge the customer's frustration or adjust language; remained generic.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent stayed on the call, did not transfer, and provided a final recommendation.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were given beyond 'buy a new router'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Agent correctly decided not to escalate; the issue was an EOL product with no support path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy for the customer's profanity or frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace to the angry, profane customer.
X3 Not Met Overall experience conf 93%
Customer was forced to repeat information (model/serial) and received no actionable steps, increasing effort.
Call Transcript12 turns · 12 lines
Speaker 1
He said, oh, it's a linked system? Let me transfer you. This is why they put the fucking sticker on the back of the router, so you don't have to do this. There's no way that thing's still in warranty, right?
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty, if you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes...
00:00
Speaker 1
what the fuck [silence] Hi, I need to make my Linksys router secured. I was never given a password for it.
01:00
Speaker 2
These up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the page phone support or get help from our AI powered support bot at support.links.com. You can also connect with other users for tips and guidance at at reddit.com/r//.inksis Phone Support. Thank you for calling Linksys Tech Support. This is Charm. How can I assist you today? Mhm. I see. Got it. Okay. Can you provide the model number and the serial number of the Linksys router that you have? These are
01:00
Speaker 1
Alrighty. All right, you ready for the serial number? Or did you say the model number? Which one? Both? Okay. All right, we'll start off with the model number. That is WR, T, 54G space 4G. All right, the serial is CDFSG1G907422.
02:00
Speaker 2
[silence]
02:00
Speaker 1
Okay. All right. So you guys can't even change the password on it. It's that. Okay.
03:00
Speaker 2
Alright, so, based on the record that I have here is here with this model number and serial number that you have, this device, sir, was already part of our end of life and end of support device. It means we don't provide technical support for the device anymore and no updated firmware. So, this is our legendary router, part of our legendary router, and it is already outdated. So, if you want a secure one, a secure router, you need to purchase the latest router. All right. Mhm.
03:00
Speaker 1
All right. Uh, does Cox not provide one whenever you sign up for their service? Service? Like why, why am I paying for a router? Well, not right now. Uh, we were grandfathered into this, the deal. We have a Cox bill due and that's just how the router is. Okay. How much is yours? [silence]
04:00
Speaker 2
Yes your you're not paying for this um router sir uh where did you purchase this one if I may ask all right um yes if you have yes sir-doc's will provide you a router and yes you need to pay for that router but if you want to purchase a new one you can find it on the Amazon website or check on your local stores also all right
04:00
Speaker 1
and will I need to do business with you guys again if I get a new router? Like, do I have to use you guys or can I just use any router product? Okay. All right. Thank you. All right. Thank you. Bye.
05:00
Speaker 2
I can't guarantee that one or things we don't have the least or the price list of the routers, but you can try to check it on the Amazon website. and you can find the price there. If you could, um you can use any router product that you want, sir. Uh whichever you want. Yes, you can use different brand if you want, sir. All right. Thank you so much and have a good one. Bye.
05:00