V2 Rubric Detail — 3dddc848-5f81-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:20
Duration
37m 59s
Contact
Lisa Trowery
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132104
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access Wi-Fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide troubleshooting due to out-of-warranty status, demanding paid support before any diagnostic effort, which constitutes evasion of support responsibility per Linksys policy.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent improperly conditioned support on payment due to out-of-warranty status, skipped non-destructive recovery options, and provided incorrect technical information. However, the customer ultimately completed a factory reset and reconfiguration, regaining Wi-Fi access, though final confirmation was lacking. The interaction violated core support policies, triggering an auto-zero for avoidance.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password; performed factory reset, guided through setup, instructed to use default password on label.

Troubleshooting Steps
  • Collected serial number and attempted to identify model.
  • Offered paid support based on out-of-warranty claim.
  • Guided customer through factory reset (reset button 10 s).
  • Walked through initial web-setup via 192.168.1.1.
Key Observations
  • Agent misidentified router model as EA7250 instead of EA7500 (transcript [02:00], [06:00]).
  • Provided incorrect URL myrouter.local.com instead of myrouter.local (transcript [22:00]).
  • Pushed paid support without verifying warranty eligibility or offering self-help alternatives.
  • Failed to confirm Wi-Fi password retrieval after reset, leaving resolution unverified.
  • Payment processing took over 5 minutes with repeated card entry issues, indicating poor efficiency.
Positive Highlights
  • Eventually guided customer through correct factory reset procedure (press and hold reset ~10 seconds) (transcript [27:00]).
  • Successfully walked customer through web-based setup using correct IP 192.168.1.1 after initial URL failure (transcript [29:00]).
  • Clearly distinguished between Wi-Fi password and router admin password (transcript [32:00]).
  • Allowed customer to proceed at their own pace during setup, despite urgency.
Agent Errors / Gaps
  • Misidentified router model as EA7250 instead of EA7500 (transcript [02:00], [06:00]).
  • Provided incorrect admin URL: 'myrouter.local.com' instead of 'myrouter.local' (transcript [22:00]).
  • Stated router was out of warranty without verifying via serial number lookup.
  • Required paid support before any troubleshooting, blocking access to basic self-help.
  • Failed to confirm that the customer successfully accessed Wi-Fi after reset.
  • Did not clarify that Ethernet connection is required to access 192.168.1.1 when not on Wi-Fi (transcript [23:00]-[25:00]).
  • Repeatedly interrupted the customer during explanations (e.g., transcript [25:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer completed factory reset and setup wizard, regained Wi-Fi access with default password, but agent did not confirm final connectivity or password retention ('I can’t even find mine').
R2 Not Met Diagnostic thoroughness conf 95%
Agent stated 'I could not walk you through the troubleshooting steps, because this router is already out of warranty' before attempting any diagnostics.
R3 Not Met Correct resolution path conf 95%
Agent refused troubleshooting solely due to out-of-warranty status, violating policy requiring best-effort support regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic questions asked; agent skipped verification of symptoms and jumped directly to payment discussion after confirming model.
T2 Not Met Appropriate tools / resources used conf 90%
Agent provided incorrect URL 'myrouter.local.com' instead of 'myrouter.local'; skipped Recovery Key method which is non-destructive and preferred per KB.
T3 Partially Met No misinformation conf 85%
Correctly guided factory reset ('hold for 10 seconds') and setup wizard, but gave wrong web address and failed to distinguish Wi-Fi vs. router password clearly.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced self and asked for name/email, but lost control by abruptly shifting to payment and allowing long silences during transaction.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms at times but repeated technical instructions without checking understanding; customer requested slower repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent refused to assist without paid support, effectively abandoning ownership based on warranty status contrary to policy.
O2 Partially Met Proactive follow-through conf 75%
Agent instructed customer to proceed with reset and setup, but did not set explicit timeline or follow-up; customer ended call abruptly.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent opened with empathy ('I'm sorry to hear about that'), but tone became transactional during payment and reset process.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted slightly by repeating instructions, but did not fully adapt to customer’s confusion about web access without Wi-Fi.
X3 Not Met Overall experience conf 90%
Agent forced full factory reset instead of first attempting Recovery Key or local device password retrieval, significantly increasing customer effort.
Call Transcript54 turns · 63 lines
Speaker 1
[silence] Hi. I am trying to reset a Wi-Fi password for a Linksys router that I have.
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. [silence] Thank you for calling Linksys. This is Isa. How can I help you? [silence] [inaudible speak] [silence]
00:00
Speaker 1
I'm trying to use the app and it will not recognize the router. serial number is 35010 M2B04642. mmhmm. mmhmm. Yes. So it's BA04642. [ silence ] [ silence ] [ silence ]
01:00
Speaker 2
I see. I'm sorry to hear about that, ma'am. May I have the serial number of your link sister? right, so the serial number is 35 K for kilo 10 and for Mike to be for Bravo. 046 for two
01:00
Speaker 1
Yes. Yes. Yes, it is. No other router. Correct. So, here's what happened. Uh, I'm I'm trying to connect to wi-fi. Um, and the password that was in [silence]
02:00
Speaker 2
So, after B for boy, there's a letter A for apple. Got it. So, your Linksys is model E-A-7500. You only have this router, no other Linksys setup. Mm-hmm. So, your router is working fine. You just want to access its Wi-Fi password or change. Mm-hmm.
02:00
Speaker 1
saved in the phone, deleted. And now it wants me to replace it in order to connect back to Wi-Fi. And I don't, it's, this is my mother's router. I don't have her Wi-Fi, like she doesn't have it. It was, it was written down years ago and we don't know what it is. So I downloaded the app on her phone thinking that I could go in and change it that way and I couldn't. I do have her email address and password for the admin site, but I was unable to find that.
03:00
Speaker 2
So your router is working normally.
03:00
Speaker 1
Yes, it is I can't connect to it because I need the Wi-Fi password and it's deleted out of the phone and I can't go in to change it I don't know what to do from here. Okay. Uh-huh. My name is Lisa. Yes, it is. [silence]
04:00
Speaker 2
it shows that you could not all right. So that would be easy to access your Wi-Fi password. Since your router is still working that it's easy to access of your Wi-Fi password. We have a troubleshooting steps on that, but before we proceed may I have your name ma'am? L I S A Lisa. And your last name Lisa is?
04:00
Speaker 1
Why, uh, as I said, I am calling for my mother. And so, this is a router that I bought her and set up for her, but she doesn't remember the password. Yeah. Correct. My email address is lisa@yahoo.com. Yes. Yes. Verizon. [silence]
05:00
Speaker 2
okay your last name is Trowery all right thank you Lisa may I have your email address? so it's your first name and then our and then your last name at Gmail.com. All right and who's your internet service provider?
05:00
Speaker 1
yes it is it's not broken. okay. so what do you, so what do, so what do you, okay. i get it. what do you need me to do? okay. what do i need to do?
06:00
Speaker 2
all right. Lisa, I'd like to update you first of your router's warranty status, because upon checking on our systems, our records indicate that this router model EA7250 is already out of warranty. Mm-hmm. So, I could not, yeah, I know. But I could not walk you through the troubleshooting steps, because this router is already out of warranty. For me to walk you through the, So, for me to walk you through the guidelines, you have to apply for paid support that will cost you $15.00.
06:00
Speaker 1
I'm sorry, I don't know how to help because there is no audio available. If you provide the transcript of the audio, I'll be happy to assist you.
07:00
Speaker 2
right, so you agree to the paid support? Uh, right. Uh, I'm going to pull up first my tools for the payment transaction. So, let me just um inform you that this is paid support is a one-time non-refundable technical support. Uh-Huh. Yes, $[REDACTED_PAYMENT_DIGITS] and um go I'm going to need your card number that [silence]
07:00
Speaker 1
Are you ready? 44304020353878. It might be 48. first and last name, yes. Yes, it is. 01-29. Correct. six four nine, 15-235. Yes.
08:00
Speaker 2
okay, uh, the first name on the card is Lisa, your name? The surprise and the last name is Peter. Right. Uh, may I know the expiration date of the card amount any? I'm going to use your email you provided Lisa or Tori at G-mail. So that once I process the payment transaction, I can send the receipt or invoice of the transaction to your email, okay? All right, I'm going to process now the payment. I'll put you on hold for two minutes, okay? Thank you. Hello, Lisa. Can we confirm again your
09:00
Speaker 1
[silence] they go through yes Okay. [silence] Yes. So, I'll tell you, it's [silence] it's 4878, not 3878. [silence] Everything everything else correct. Correct. Correct. Mhm.
12:00
Speaker 2
Yeah, because it says here that car type doesn't match the card number you give in. All right. 8. Okay. Only the last uh digits [REDACTED_PAYMENT_DIGITS] All right. Let me check again.
12:00
Speaker 1
yes 2035 Did you Did you not have 22035 the first time? Well then then that was the problem. I have two cards. One ends in 48 78 the other ones ends in 38 78. It is 4430 2035 38 seven 8 It is. [silence]
13:00
Speaker 2
Lisa, let me verify again. It's four four three zero four thousand three zero three five four eight seven eight. No. Okay. So, after the four four three zero, it's four thousand, right? and then two zero three five three eight seven eight. Hopefully this will push through. All right. Okay. I'm going to send the receipt to your email. Hold on.
13:00
Speaker 1
OK, give me a moment. You can answer that, I can't talk yet. [silence]
15:00
Speaker 2
and then the receipt of the payment received to your email. Now let's proceed with your concern. [silence]
15:00
Speaker 1
him right now. Hi, yeah, you. Yeah, I didn't get it yet. did it process? Okay, if it did. Can we just move forward? Yes, I would like to do that. Just give me a mom, if what he said was all you do is put a paperclip on the back of the thing and it's we said no it doesn't. We're for access. We need the Wi-Fi password. Just tell me where your IPad is. Okay. Watch out. It just walked in the house. And you know what I did that I did that on my mom's phone and it disappeared. And then it gave me a very, very long password. [silence]
16:00
Speaker 2
those devices Wi-Fi settings and check or view the Wi-Fi password, if you cannot access or view.
17:00
Speaker 1
[silence] where okay okay so I'm going to try it on her iPad and you said [silence] under the settings [silence] for wi-fi and when I go under links when I go under here it does not ask me it does not tell me the password so where am I looking?
18:00
Speaker 2
When you, go to the WiFi settings on the device, you can click on the network name, of your WiFi, or your WiFi name and then check on the show password. Let's see. So, let's try to go to your router's of product label. Underneath your router, there's a product label sticker there and there's a default WiFi password there. Try to type in. I see. So, it means that.
19:00
Speaker 1
correct ok i do i yeah i do say that again put let's say it a little bit slower please mm-hmm one okay mm-hmm mm-hmm mm-hmm one okay
20:00
Speaker 2
Your mother may have customized or edited your Wi-Fi passwords now. Okay. Right, so now let's uh open a um web browser. Um make sure your phone is connected to an internet or have access to internet because you need to go to sign in. Okay. Okay. Once you open a web browser, type in the address bar 192.168.1.1 yeah. It's 192.168.1.1 Okay, hit enter. [silence] Is it still loading?
20:00
Speaker 1
it looks like it wants to load but it's not and it's not it's not I'm using my phone's network so it's not the phone's network it just won't yeah it's not that page is not connecting with the same address [silence]
22:00
Speaker 2
Okay, [silence] then can you try to, uh, uh, close that tab and then open a new tab? [silence] And this time, oh, no, uh, let's type another address since, uh, it keeps loading. [silence] So, open a new tab and then type in the address bar myrouter.local.com. M-Y-R-O-U-T-E-R.local.com.
22:00
Speaker 1
Uh, uh-huh. I did this before I called you too, and it just comes up with a page that says that I reached it in error or, I don't know, something. Yeah, it's, my my phone is not connecting to this, um, to this page. No, I mean, I do, but it doesn't there's no Wi-Fi because we don't have the password. I, I don't I, don't, I don't, I don't have one. I just all I have is my phone. Let me see if here. Can you just give me just give me a moment. Yeah, I don't know how this is going to work. If if we can't connect to the Wi-Fi now on any of the devices that were connected on the Wi-Fi.
23:00
Speaker 2
All right. So, we cannot view your password if you cannot access your router setting, because that's the only way we can view your password, through accessing your router setting. Uh, what does the page say when you try to type in myrouter.local?
24:00
Speaker 1
I'm not on this Wi-Fi. Can you hear me? If the devices at this location that are using Wi-Fi are not able to connect, what benefit is it to have a computer separate from the devices at this location to connect to these addresses you're giving me? That's why they won't connect, because they're not on this Wi-Fi. Because the password got deleted off of them.
25:00
Speaker 2
Hello. I didn't uh hey. I didn't hear your question. What was it? So, your device is there are no devices uh that's connected to your uh Wi-Fi.
25:00
Speaker 1
That's why I was calling you. None of the devices show the password. Okay. Are you going to walk me through it? Okay, then I'm fine with that. You let me know when you're ready. [silence]
26:00
Speaker 2
Right, so, so the only possible uh solution we can do is to reset your router so that it will revert back to its default Wi-Fi settings, but you will have to set up again your router. Are you fine with that? [silence] Yes. [silence] Yes, okay. So, [silence] Let's reset your router.
26:00
Speaker 1
Okay. that's nice. OK, let me find the reset button. What is what is supposed to blink. The the light on? OK, it's blinking. It's blinking.
27:00
Speaker 2
press and hold the reset button on your router when you press and hold the reset button it should start flashing for about 10 seconds and then release holding the reset button. The light on your on the router on yeah all right
27:00
Speaker 1
It did. Yes, it it with solid white and now it's flashing slow again. Okay, it's solid white again. It's
28:00
Speaker 2
And let's wait for it to turn solid white. It's showing solid white now. All right. Now,
28:00
Speaker 1
- Come here, buddy.
29:00
Speaker 2
Now open a browser now. And then type in the address bar, 192.168.1.1. What does it say? [silence]
29:00
Speaker 1
It just asked me to click to to check two boxes and hit the next button. No, I'm waiting. All right, now this says install future updates automatically. I said yes. Uh Wi-Fi password. Okay. Now now a defaulted. D defaulted to default to the uh. Yeah, I'm going to leave it. Uh, yeah, we're going to leave it instead of changing it. Yeah, I'm going to do it like that. Yes. Mhm. Yeah, it's it's just updating.
30:00
Speaker 2
the Wi-Fi password should be the default Wi-Fi if you want to change that. Okay. Yeah, that would be great to leave it that way so that in case you forget again, you can just mm-hmm. All right, then, just proceed to next. I believe there is an instruction up there.
31:00
Speaker 1
Okay. Now, it's saying create a router password. We already, yeah, we already, yeah, we already have, had that.
32:00
Speaker 2
Okay. So you create a router password. That is the password you're going you're going to use when you log into that web user interface to that 192.168.1.1 that one. So just create a router password. No, you need to create a router password. It's a difference from the Wi-Fi password. Your Wi-Fi password is the one you used to connect to your Internet, while the router password is the one you use to login to your router. [silence] Okay, Adnan, so you're going to use the default? Mm-hmm. Because actually [silence] Sure, sure. [silence] Sure.
32:00
Speaker 1
Okay. Are you still there? Okay. All right. So you told, thanks for holding. You told me to put the, um the the the one we already. Yes. Um we we already had that one. Okay, let me do that. Correct. Okay. Now it says the router is set up and I hit next.
35:00
Speaker 2
yes also. I'd, I'd, I'd a before, uh, you need to create a before. Okay you can try. Okay then you can try to type in the the one you already have. And I'd like to reiterate that your router password is different from your Wi-Fi password. Okay?
35:00
Speaker 1
So, I finished the setup and now we have the password. Where's your phone mom? All states at my house. Keep calling me and I can't do all this. You're going to have to give me a moment. I have a lot going on right now. You don't know who this is.
36:00
Speaker 2
okay, so it should tell you that the configuration is set up. It's fine now. So just follow the onscreen instructions,
36:00
Speaker 1
Yes, I did. Yeah, I did. Are we done? [silence] Hello? Yes. Okay. the the the the default password, correct? I'm sorry. I can't even find mine. Okay. Okay. That's, that's fine. We don't need anything else, right? Uh, okay. All right, I need to go. I I need I need to go. I need to go. I'm good. Thank you so much. I appreciate your help. Okay. Goodbye. You're welcome. Bye.
37:00
Speaker 2
to finish the setup, okay. So, if the on-screen instructions already prompt a message that the setup is completed, then you can connect your devices and just type in, but first, yes, connect to the default Wi-Fi name and type in the default Wi-Fi password. Oh, no. Just make sure you're connected. All right. Okay. All right. All right. You're welcome. Thank you also for calling Linksys and take care. Have a great day ma'am.
37:00