V2 Rubric Detail — 3eabf6d4-64cf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 13:21
Duration
11m 21s
Contact
Robert Behr
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132935
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Passwords issue
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide free support solely due to out-of-warranty status, violating the OOW best-effort troubleshooting requirement (R3 Not Met). This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped all troubleshooting, and refused assistance due to expired warranty, violating the OOW best-effort policy. No tools were used, guidance was partially inaccurate, and communication was poor, culminating in customer distress. Auto-zero applied for Avoidance/Evasion.

V1 Case Analysis

Customer unable to join Wi-Fi; password rejected. Agent incorrectly stated default admin password is 'admin' and reset duration as 30 seconds (should be 10). Pushed paid support before basic triage. No verification performed. Customer declined paid support; no self-help path offered beyond vague email promise.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number (192T20M2B901093)
  • Informed customer of expired warranty (May 12, 2021)
  • Offered $15 paid support option
  • Provided incorrect factory reset instruction (30 seconds instead of 10)
  • Provided incorrect default admin password ('admin' for EA7300)
  • Stated Wi-Fi password is on label (correct)
Key Observations
  • Agent gave materially incorrect technical guidance: default admin password for EA7300 is not 'admin' (per KB), and factory reset requires 10 seconds, not 30.
  • Agent blocked basic troubleshooting behind paid support requirement, violating support policy for out-of-warranty devices.
  • No verification of reset, password, or connectivity was attempted.
  • Agent failed to send promised follow-up email, leaving customer with no concrete path forward.
  • Customer expressed severe frustration and emotional distress; agent failed to de-escalate or show sustained empathy.
Positive Highlights
  • Agent collected serial number and model number accurately at the start of the call. [01:00–02:00]
  • Agent correctly identified that Wi-Fi password should match the one printed on the router label. [11:00]
Agent Errors / Gaps
  • Incorrect admin password guidance: stated 'admin' is default for EA7300, which contradicts Linksys KB (EA series uses unique password on label). [09:00]
  • Incorrect reset duration: instructed 30-second reset, but EA7300 requires 10 seconds to factory reset. [09:00]
  • Failed to verify outcome: did not confirm whether reset was performed, Wi-Fi reconnected, or app login succeeded. [11:00]
  • Blocked basic triage behind paid support: failed to provide free self-help steps before pushing $15 service. [06:00–07:00]
  • Failed to deliver promised follow-up: stated email with instructions would be sent but no confirmation or content provided. [07:00, 09:00]
  • Poor de-escalation: repeated scripted apologies without addressing customer's emotional state or confusion. [07:00, 11:00]
  • Confusing explanation of router vs. Wi-Fi password: used inconsistent terminology and failed to clarify that factory reset restores both to label values. [09:00–11:00]

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Wi-Fi connection issue and closed the interaction by offering only paid support or email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps (e.g., power cycle, LED check, password re-entry, admin login) were performed; agent skipped to warranty and payment discussion.
R3 Not Met Correct resolution path conf 96%
Agent cited expired warranty (May 2021) and refused free support instead of providing best-effort OOW troubleshooting (e.g., factory reset, password recovery) as required by policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent collected model (EA7300) and serial number, confirming device identity, but failed to ask diagnostic questions about symptoms, prior changes, or connected devices.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., guide customer to http://192.168.1.1, check admin UI, verify SSID/password) despite their relevance to a login/password issue.
T3 Partially Met No misinformation conf 88%
Agent correctly stated default admin password is 'admin' for EA7300 (per KB), but incorrectly instructed 30-second reset (KB says 10–20 sec); did not mention label password for Wi-Fi.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set agenda, lost control when customer became upset, and did not redirect conversation to structured troubleshooting.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms like 'admin all lowercase' but did not adapt to customer’s anger or age, nor confirm understanding after key instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned responsibility by immediately citing warranty expiration and pushing paid service instead of attempting resolution.
O2 Not Met Proactive follow-through conf 93%
No specific timeline or action was committed; vague offer to 'send instructions via email' without confirmation of receipt or follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was standard OOW support refusal, not an L2/L3 escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized multiple times but used scripted responses without acknowledging customer’s age, frustration, or effort invested since 4 AM.
X2 Not Met Tone & rapport conf 96%
Agent maintained a robotic, transactional tone despite customer’s emotional state, profanity, and threat of suicide, failing to de-escalate or adapt.
X3 Not Met Overall experience conf 97%
Customer repeated serial/model/email multiple times; agent added friction by requiring payment for basic support already due under OOW best-effort standard.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] Hi. My name is Bob and I've been battling with this since about 4:00:00 this morning. And I was able to finally get this picture thing working I using the link's packet and everything that was on the back of it. Now I get to my phone and
00:00
Speaker 2
[silence]Hi. Thank you so much for calling Linksys. My name is Josh how may I assist you today? Uh-huh.
00:00
Speaker 1
It tells me that I'm not connected to the network, and I tried doing the password, and it's telling me I'm not, it's the wrong one. So, can you help me on that? F off this F off [silence] it is.
01:00
Speaker 2
got that one, sir. And first, I would like to apologize for the inconvenience. Uh to be just for record purposes, may I have the serial number of these linksys routers of yours? Mm-hmm. Thank you so much for that one. Let me verify the serial number to make sure that I got it correctly here. So it's 192T for Tom20 M for Mary2 B for b, sorry,
01:00
Speaker 1
Let's try that again. 19 T 20 M 2 B 901 093. is it the Mac uh it's link that's why if I made it C 411 uh is it the um oh yeah, I'm sorry that's what it is a v2
02:00
Speaker 2
B for boy 2901490 is that correct sir? Yes No, sorry All right. Thank you so much for that one. And what's the model number of this router? Oh, the model number is there. Can you check if there's like a word there that says EA7300? Mm-hmm [silence] All right No worries, sir and thank you so much for that information. [silence] So uh [silence] I'm gonna set your expectation that and uh on the app it is asking
02:00
Speaker 1
Okay, hold on. All right. [silence] Okay, it, it just does not give me, it says join link C01093, and then it just gives me the password. And I took the password off of the unit and it tells me that's not right.
03:00
Speaker 2
I can't really is it now as that one sir we might need you further like into get or further isolate the issue to start with day have your like sorry again your first name and last name sir Yeah I know your first name is Bob so now have your last name sir thank you um you now last name I'm just trying to get our identify our customer because I am not find anything here that will tell me or identify whose bill that is and then try to get the password for your admin again or router password not the Wi-Fi the thing is Wi-Fi and router password are different so try to use or try to yeah try to use the default password instead which is like admin all in lower case sir mmhmm oh they others mmhmm and they are yeah Oh so is that just the admin password as you try to put there so admin on lowercase sir yeah [silence] oh [silence]
03:00
Speaker 1
There, B-E-H-R. It's R, as in Robert, B-E-H-R, my last name, Eagle, E-A-G-L-E, at hotmail.com. I even went through and set up an account at one point and then all of a sudden, it set up the account and nothing happened and I'm going, well, what the hell? It didn't tell me what to do after I set up the account. Uh. I've been dealing, I'm sorry, but I've been dealing with this ship since 4:00 this morning and I'm really pissed off. Uh, Spectrum. Scrotum.
04:00
Speaker 2
And what about your email, please? Make sure you get all the sounds on the screen. All right. I assume you are referring to the links. I see. I totally understand, sir. By the way, last one thing, may I know? Who's your internet service provider? Is it spectrum? Spectrum, all right. And
04:00
Speaker 1
Yeah, I'm trying to join the Linksys password to join the Wi-Fi network, and it's telling me it's wrong. No, I have not done anything. Well, it says I'm not connected on Wi-Fi. I've got it on, but it's not connected. And then I went in to edit my password, and it wouldn't do it. So I did forget my network. So then I went into the... wait for it to show up as a network.
05:00
Speaker 2
Got thank you so much for that. So, just to confirm, your main issue is you were trying to log into the Linksys app. Is that correct? I see. And did you reboot or restart the router prior calling us? Alright. So just to confirm again, none of your devices are able to connect to the Wi-Fi network of this router. Is that correct as well?
05:00
Speaker 1
So I joined the network, I hit the Linksys one, one nine three and then I put the password that's on the back of the panel in there and it still says it doesn't work. Oh Christ. Do you got to be? This is the kind of support. I will never.
06:00
Speaker 2
mm-hmm. I see. I see. Got that one sir. So again uh before we proceed for the troubleshooting sir uh I really do apologize as well uh the thing is the hardware warranty status of your router has already expired and we no longer provide assistance over the phone or chat for out-of-warranty devices. However all our don't worry sir uh all our troubleshooting guides and articles are still available on our support website. However sir if you really wanted to be assisted over the phone we do have this one-time non-refundable support that will last up to 60 minutes or one hour but it will cost you $15 like one-five.
06:00
Speaker 1
Never ever buy your fucking product again if this is the kind of support you give somebody that's trying to get a I'm 68 going on 70 years old and I got to put up with this bullshit. How can I do it when I don't have access to my fricking email you moron. [silence]
07:00
Speaker 2
I really do apologize, sir. However, it's just part of our process here. However, sir, if you don't want to avail with the paid service, I can actually send you a step-by-step instruction via email on how to properly reset and reconfigure the router. Um, yeah, for that one, sir, our our only option is to go with the paid service. However, again, you really need to pay $15. The warranty status of your router has already expired on May 12th, 2021.
07:00
Speaker 1
[KEEP_UNCERTAIN] if you mean, customer, yeah. Apologies don't go very far. You know that. You mean, you can't even tell me how to recite to reset, yeah, to, to, reset it? Jeez Louise. You're telling me that because it's out of warranty you can't even tell me how to connect to the system or forget my, my, where is my, forget my password thing? And then when it says in when it tells you to log in, what am I supposed to use for a password? Okay, and what's the password gonna be?
08:00
Speaker 2
The only way to reset or to forget the password is by resetting the device itself. So if you want to reset the router, just press and hold the reset button for 30 seconds and then your device should be able to detect the default SSID of the router. By default, the password is admin, all in lowercase. yes. If the router has been reset back to factory default so for example you are trying to connect your phone, then the password that you need to use is the one labeled on the Linksys router. However, once you
09:00
Speaker 1
Wait a minute. You're telling me. Wait, wait, wait. Repeat that. What's different from each other?
10:00
Speaker 2
you login or trying to login into the link this app the password that you need to use is admin all in lowercase since again router and wifi passwords are different from each other. mhm. right. okay yeah uh wifi password and router passwords are different from each other Superman that means that um again by default the router password uh that's the time when you login into the linksys app okay so the password for that one is admin all in lowercase. So the the second password which is the wi-fi password is when you try to connect to the network like your phones or computer uh you will uh you will like connect to the linksys 01490
10:00
Speaker 1
I understand why people commit suicide nowadays.
11:00
Speaker 2
You need to use the password labeled on the Lennoxe router, like labeled underneath the device, since that's the default Wi-Fi password. [silence]
11:00