V2 Rubric Detail — 37850bf8-6e9c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 00:41
Duration
9m 39s
Contact
Larry Bangart
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MR SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately citing out-of-warranty status and redirecting to an external site without attempting any best-effort troubleshooting, violating the OOW standard requiring real troubleshooting attempts.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
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 perform any meaningful troubleshooting, provided incorrect information (support.com), and evaded ownership by citing warranty status without offering required best-effort support. Customer was left with no resolution path, resulting in a fully unresolved case with critical failure due to avoidance.

V1 Case Analysis

Customer reported 'bad password' error (ROAM 1304) on out-of-warranty MR7500; agent provided incorrect support URLs and no troubleshooting steps. Directed to generic self-help.

Troubleshooting Steps
  • Asked for the error message displayed.
  • Checked internal system for device model and warranty status.
Key Observations
  • Agent did not attempt any password-reset or router-admin troubleshooting.
  • Provided incorrect support URLs ('support.com' and garbled 'support link this com').
  • Did not guide the customer to use the recovery key or access the router’s local UI (192.168.1.1 or myrouter.local).
  • Failed to suggest checking the Wi-Fi password on the router label or resetting via recovery key.
  • Limited empathy; only generic apologies were offered.
Positive Highlights
  • Correctly identified the device model (MR7500).
  • Accurately communicated the out-of-warranty status and the remaining paid-support incident.
  • Acknowledged the customer's prior ticket and apologized for the inconvenience.
Agent Errors / Gaps
  • Provided incorrect support URL ('support.com') instead of the correct Linksys support site (support.linksys.com).
  • Provided a hallucinated URL ('support link this com') that does not exist.
  • Failed to suggest resetting the Wi-Fi password via the router admin page or recovery key, as documented in universal_password_login.md.
  • Did not verify the password or guide the customer to check the label on the router for the default Wi-Fi password.
  • Pushed paid-support without first exhausting basic troubleshooting steps, such as using the recovery key for password reset.
  • Did not mention the recovery key process, which is a critical step for password/login issues per the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any viable path forward beyond directing the customer to an incorrect website; no troubleshooting, password reset, or verification was performed.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were conducted — agent only asked for the error message and then defaulted to warranty status without attempting to access router settings or suggest local login.
R3 Not Met Correct resolution path conf 97%
Despite the OOW standard requiring best-effort troubleshooting (e.g., factory reset, admin login, password recovery), agent immediately defaulted to paid support and offered no technical assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Only symptom noted was 'bad password' and 'ROAM 1304'; no diagnostic questions about SSID, admin access, LED status, or prior changes were asked to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used or suggested — agent did not recommend accessing http://192.168.1.1 or http://myrouter.local to verify settings, despite this being standard procedure.
T3 Not Met No misinformation conf 98%
Agent provided an incorrect website (support.com) instead of support.linksys.com — a materially inaccurate piece of information that misdirects the customer.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations or guide the interaction — jumped directly to warranty limitations and website referral without framing a plan.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms without confirmation of understanding and did not adapt tone or language despite customer frustration and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by citing warranty status and redirected to external resources rather than owning the case or attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given — only a vague suggestion to visit a website, with no follow-up plan or timeline.
O3 Not Met Closure confirmation conf 92%
Although prior ticket was referenced, agent did not use any prior troubleshooting data and restarted the interaction as if new.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was basic connectivity, resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered a generic apology but did not acknowledge the customer’s explicit frustration ('I’m gonna throw this away') or repeated effort.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted, transactional tone and failed to adjust pace or engagement level in response to customer’s emotional state.
X3 Not Met Overall experience conf 97%
Customer had to repeat the issue and was sent to an incorrect website, increasing effort instead of reducing it.
Call Transcript13 turns · 14 lines
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, press 2. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [music] [silence] 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 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 paid phone support or get help from our AI-powered support bot at support.linksys.com. [silence] [music] Appie, how can I help you? Thank you for calling Linx A. This
00:00
Speaker 1
One moment while I notify the caller. Hello Hello Um mhm I I lost my um here's my my password. I don't I was working yesterday and I now I tried to log in and I it says I'm using the wrong password. And I know it's the right password because I just set it up on the 18th. And I wrote it down. I know it's the right password.
04:00
Speaker 2
Thank you for calling linksys. This is at B. How can I help? you yes. Hi there, sir. Mhm. OK. all right. I believe that you've set up a different name as well as a password for your network, sir Larry.
04:00
Speaker 1
It says, uh, yes, it was. And it, and I've got two different laptops and they're, neither one is connected now. I, I, while I was on hold, I checked the other one. And, uh, it, it, it says, uh, I've got join password or join Wi-Fi network. And I put in, and it press connect. And, network connection error. Failed to connect to network.
05:00
Speaker 2
What what error message did you get when you tried to connect to your network? That was working before, right? [silence]
05:00
Speaker 1
it says, yes I believe it's no it's capital R OAM 1304
06:00
Speaker 2
It says bad password. So did you make sure that you put the correct password, sir? Because the password is case sensitive. So, if it's, lower case, it should be okay. Yeah, Cause I cannot confirm as well, sir. If that is really the correct password, because, um we have no access to your Router settings. The only way for us to verify that is, uh to open the Router settings and verify the settings from there. Sir Larry. And sir, upon checking here in our system, your device, I just pulled up your record. This is Larry Banner.
06:00
Speaker 1
Correct. Yeah, I know it is. Okay. On the 18th, I called in and I was only on the line with the lady for about 15 minutes. She gave me a ticket number. Is that still good or what? Okay.
07:00
Speaker 2
and the email address is Al Bangalore at charter.net. So you have an MR 7500 and it also shows here that your device is already out of warranty sir. Now, yes, so I understand that the previous technician also informed you once the device is already out of warranty you are no longer covered for free technical support. Okay? That one-time support that you yeah. Yeah sir. No sir, that ticket number that paid Connect service that you availed four days ago that's only good for one incident. Okay? Even the troubleshooting steps is good for 60 minutes. It's a no.
07:00
Speaker 1
Okay it starts over yeah well I'm gonna throw this linksys away and get a different brand router thank you very much okay I could try that but I'm not gonna spend another 25 bucks on a
08:00
Speaker 2
of troubleshooting. So if ever you call us the next time, sir, there will be another charge, sir, and we apologize. We really, do apologize for that, sir, Larry. Well, we can give you options. If you don't want to avail for the service, sir, you can always go to our website, which is support.com. You will find their articles on how to reconnect to your network. Okay. I understand. I understand, sir. Yes. We're actually not forcing you to avail. But, uh, that support.com website is for free. So you can also take advantage of our [silence]
08:00
Speaker 1
It's Link... That's linksys.com. Oh. Okay. I'm gonna give that a try. Thank you. You too. Bye.
09:00
Speaker 2
a I tool at the bottom right. So you can ask our a I agent how to, um, reconnect to your network using the mr 75 red red routers. support su P P O R T dot link this dot com. All right, thank you for your time. So this is from Linksys. Thank you again for calling. Have a great night. Take care.
09:00