V2 Rubric Detail — 331de3b6-6f5d-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 23:42
Duration
7m 41s
Contact
407-969-7575
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion — agent repeatedly avoided providing the correct solution (cloud account password reset) and incorrectly claimed the service was discontinued, effectively evading responsibility for resolving a standard L1 issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve a straightforward cloud account access request by incorrectly asserting that linksyssmartwifi.com is discontinued and insisting on unnecessary device information. No appropriate troubleshooting was conducted, empathy was absent, and the customer was left without a path forward, resulting in an unresolved call and a critical avoidance/evasion failure.

V1 Case Analysis

Customer requested Wi-Fi password/account access; agent provided incorrect information and failed to assist; call ended unresolved.

Troubleshooting Steps
  • Requested router model and serial number for warranty lookup
  • Suggested accessing the router UI at 192.168.1.1
  • Provided generic support URL (support.linksys.com)
Key Observations
  • Agent incorrectly claimed the linksyssmartwifi.com site was discontinued ([04:00]), which is factually wrong per KB.
  • Agent failed to provide correct methods to retrieve Wi-Fi password (e.g., check router label or access admin page via myrouter.local/myrouter.info).
  • Agent insisted on model/serial collection despite customer clearly stating no troubleshooting was needed and device was functional.
  • Agent did not acknowledge customer frustration or offer empathy, contributing to call abandonment.
Positive Highlights
  • Correctly provided the default local router IP address (192.168.1.1) as a potential access point ([02:00]).
Agent Errors / Gaps
  • Incorrectly stated that linksyssmartwifi.com was discontinued ([04:00]), which contradicts KB documentation.
  • Failed to inform customer that Wi-Fi password can be found on the router label ([01:00]).
  • Failed to guide customer on accessing router admin page to view Wi-Fi settings, even though 192.168.1.1 was mentioned ([02:00]).
  • Insisted on model/serial number collection for a non-troubleshooting request, creating unnecessary friction ([03:00]).
  • Did not offer alternative self-help paths such as checking the product label or using the cloud account recovery flow.
  • Ended call without providing any viable next steps or escalation path ([07:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the customer's request to access account/WiFi information; call ended with customer expressing disappointment and disengaging.
R2 Not Met Diagnostic thoroughness conf 98%
Agent focused on obtaining model/serial number instead of diagnosing the actual issue (cloud account access), skipping relevant troubleshooting steps like password reset guidance.
R3 Not Met Correct resolution path conf 97%
Agent insisted on device validation for a cloud account issue, failing to offer the correct resolution path: guiding the customer through the linksyssmartwifi.com password reset process.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify the core symptom (inability to access cloud account) or ask diagnostic questions about login attempts or email address used.
T2 Not Met Appropriate tools / resources used conf 97%
Agent did not use or direct customer to the cloud account recovery tools (e.g., 'Forgot Password' at linksyssmartwifi.com) that were necessary for resolution.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated that linksyssmartwifi.com is discontinued, which contradicts KB documentation and prevents the customer from using the correct recovery path.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations or control the call, repeatedly circling back to serial number request despite customer clarifying no troubleshooting was needed.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'default IP' without adapting to customer’s expressed frustration or confirming understanding, maintaining a rigid tone.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by shifting responsibility to the customer ('you may try considering') and did not pursue available solutions for account recovery.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were provided; agent ended with a vague suggestion to use an AI agent, leaving the customer without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred, and the issue (cloud account access) was within L1 scope, so escalation was not warranted.
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 97%
Agent showed no empathy for customer’s frustration about account access, responding with procedural demands instead of acknowledgment or reassurance.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt communication style to customer’s emotional state, continuing a detached, repetitive approach as frustration increased.
X3 Not Met Overall experience conf 98%
Customer was asked multiple times for model/serial number, which was unnecessary for cloud account recovery, creating avoidable effort.
Call Transcript16 turns · 16 lines
Speaker 1
Yeah, I'm trying to get access to my um, Wi-Fi pass code. For some reason it's telling me I'm putting it in. I had to reset my, I.
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's 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... 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. Thank you for calling Linksys. This is Chong. May I help you?
00:00
Speaker 1
Phone and so my phone is not connected to my home network right now. And I know there's some way to go to the like Linksys website and it it gives me access to my password or I just don't remember the steps. Yep. Mobile phone. Yep. It is iPhone. Yep. Yeah I mean that would be pretty hard to get at. The last time I had to get that information I had to like take pictures upside down of the device to blow it up and stuff like that. Um it would disarm the whole system for me to take that apart and get it. I I mean I think I can just go on with my
01:00
Speaker 2
okay. Okay. okay. Okay, so basically, right now, you need the wi-fi password so that you can reconnect your um phone, okay? Your phone, is it an iPhone or an Android? Okay. um, you can check that at the bottom or underneath the device itself.
01:00
Speaker 1
I need to input information onto your I can access my account without the serial number I'm pretty sure cuz there's nothing wrong with my device. It's just my account information I need. Can you just, can you just tell me how to get onto your, what your website is and how I can get to my account information? That's all I wanna my account information.
02:00
Speaker 2
um, we need to know ma'am, uh, the model number, and serial number so that we could, um, check the, uh, warranty status. Uh, Huh. You can, um, use a device that has, um, access or, like, it's connected already to the linksys router, okay? Mhm. And then you can access, the one nine two dot one six eight dot one dot one. That's the default, um, IP of our linksys router.
02:00
Speaker 1
8.1.1 and I put that into the search bar and it pulled it up. I think I remember now that's how I did it. Yeah, there's just nothing wrong with my device. I would have to like completely pull apart my system to get that number and there's nothing wrong with my device. I'm just trying to access account information. So I would be silly to take apart my whole internet system at my house just to pull up my account information. There's nothing wrong with my Linksys device. It's working properly. [silence]
03:00
Speaker 2
192.1681.1. yeah I see how you did it on your computer ma'am but here's the thing ma'am before we can start for any troubleshooting here if you want me to walk you through on how to uh set up or check the Wi-Fi password ma'am we need to know first the exact model number and serial number of the router [silence]
03:00
Speaker 1
I just I just I just. Yeah, I mean, that's so unfortunate that you would want me to take apart my system just to get access to my account. I mean, I have an account with linksys. I would think I would have access to my account any day, anytime, regardless. Correct? I'm just asking for account information.
04:00
Speaker 2
Well, yes, ma'am, but we need to validate first the status of your Linksys router before we continue for any troubleshooting. What account, ma'am? Like, for the account, ma'am, our links are smartwifi.com or the links at smartwifi. It's already been discontinued. There's a possibility that you could no longer access your account.
04:00
Speaker 1
Seems strange. Seems, uh, hard to wrap my my mind around not getting access to my own account. Uh, yeah. Yeah, I've been through these steps before where you put on the the IP address and pull up. Uh, I've been walked through these steps before, uh, on how to pull it up to get my account number. It was actually very very easy to do.
05:00
Speaker 2
How do you close lenses before, ma'am, um, with the same, um, device? [silence]
05:00
Speaker 1
And just um not remembering the steps. It sounds like you're um not going to help me. It's Right. I it sounds like though we're talking about different things cuz I'm I don't need troubleshooting at all. Nothing is wrong with my device. I'm trying to access my account information. I don't it's no there's no troubleshooting needed. I mean I that's nice that you're offering to do that. I don't need any troubleshooting. I just need to pull up my account. [silence]
06:00
Speaker 2
In that case, ma'am, for us to proceed to the troubleshooting, okay? We just need to have since you cannot check the model number and serial number on your Linksys device, you may try considering by accessing the user interface, ma'am, it's part already of the steps of the troubleshooting.
06:00
Speaker 1
[silence] Yeah. Okay. All right, well, thanks anyway. Sorry you weren't able to help me. Have a good night.
07:00
Speaker 2
to check what is the Wi-Fi password. Okay. uh... you may try considering uh... using our AI agent for guidance. You can check it on our website at support.linksys.com. Okay. [silence]
07:00