V2 Rubric Detail — 4215a23a-6078-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:48
Duration
26m 2s
Contact
Bobbie McCoy
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent repeatedly refused to assist, citing 'end of support' as a blanket excuse despite being able to guide through basic password retrieval, which constitutes evasion of reasonable support duty.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve a basic Wi-Fi password retrieval request, incorrectly claimed inability to help due to end-of-support status, avoided using essential tools, and showed no empathy or ownership. Despite clear customer frustration, no escalation occurred. The interaction reflects avoidance and a breakdown in core support principles, warranting an auto-zero for evasion.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password for TV connection. Agent incorrectly stated E1200 is 'end of support' and refused assistance beyond directing to website AI tool. No recovery steps provided.

Troubleshooting Steps
  • Assumed router model was E1200 without confirmation.
  • Stated E1200 is 'end of support' and cannot be supported.
  • Directed customer to support.linksys.com AI tool repeatedly.
Key Observations
  • Agent incorrectly claimed E1200 is 'end of support' at [10:00] and [12:00], which is false—Linksys still supports basic troubleshooting for out-of-warranty devices.
  • No verification of router model or serial number was performed despite critical reliance on it for support eligibility.
  • Repeated referral to AI tool at [14:00], [15:00], [16:00] without providing actual recovery steps constitutes abandonment of support duty.
  • Agent misdiagnosed TV black screen as unrelated at [18:00]–[21:00], failing to recognize it was due to lack of Wi-Fi access, not TV hardware.
  • Long silences and lack of control indicate poor call management and no active troubleshooting.
Positive Highlights
  • Collected customer name, phone number, and email correctly at [08:00]–[09:00].
  • Identified the core issue as Wi-Fi password retrieval for TV connectivity after initial confusion.
Agent Errors / Gaps
  • Incorrectly stated E1200 is 'end of support' and therefore unsupported for password recovery (contradicts KB guidance).
  • Failed to verify router model or serial number before making support eligibility determination.
  • Did not provide standard password recovery steps: accessing http://192.168.1.1 or using the five-digit recovery key on the router.
  • Misdiagnosed TV black screen as a TV-only issue rather than a network access problem.
  • Repeatedly referred to AI tool without giving actionable instructions, effectively abandoning the customer.
  • Failed to create a case or document the interaction in HappyFox.
  • Did not confirm warranty status through proper lookup or CRM check.
  • Allowed long silences and looping dialogue without regaining control of the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not retrieve or guide the customer to the Wi-Fi password; issue remained unresolved and no valid escalation or workaround was provided.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed — no reboot, no access to router UI, no verification of network status or device connectivity.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed E1200 being 'end of support' prevents guidance on checking Wi-Fi password, which is a basic best-effort step still allowed for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Only asked if router was E1200; no diagnostic questions about symptoms, connection status, or prior setup; no root cause identified.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to use the router’s web interface (http://192.168.1.1) — a necessary tool to retrieve the Wi-Fi password — despite it being accessible and relevant.
T3 Partially Met No misinformation conf 92%
Correctly stated E1200 is end of support, but inaccurately claimed this prohibits helping with Wi-Fi password retrieval, which contradicts OOW best-effort standards.
Communication
C1 Not Met Clear & professional language conf 97%
No clear framing, poor call control; agent repeated phrases, failed to transition logically, and allowed conversation to become disjointed.
C2 Not Met Confirmed understanding conf 96%
Used repetitive formal address ('ma’am') without adapting to customer’s emotional state or checking comprehension; no simplification of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Abdicated responsibility by stating 'we could no longer do that' and redirected to AI tool without attempting resolution.
O2 Not Met Proactive follow-through conf 97%
Only next step was vague direction to an AI tool with no timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or required; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer expressed frustration over multiple messages ('haven't seen TV all week', 'you're messing with me'), yet agent failed to escalate as required by Angry Customer Protocol.
E2 Not Met Escalation prep & handoff conf 97%
No escalation occurred, so execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
No empathy expressed; agent dismissed customer’s distress and did not acknowledge repeated effort or frustration.
X2 Not Met Tone & rapport conf 97%
Agent maintained a flat, scripted tone despite customer’s rising anger and confusion, failing to adapt pace or engagement.
X3 Not Met Overall experience conf 98%
Forced customer to navigate external AI tool and re-enter information; added effort instead of reducing it by accessing router settings directly.
Call Transcript35 turns · 38 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's serial number ready. For, assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
I haven't seen my TV all week long.
06:00
Speaker 2
Thank you for calling links is this is Carla how may help you
06:00
Speaker 1
[silence]
07:00
Speaker 2
Uh huh. So your TV... got disconnected from the network? Hello? Um... Is your main concern, ma'am, is your TV cannot connect to the Wi-Fi? All right. Um, let me just create a record for this one, ma'am. Um... Have it got links before or is this a first time? Okay. Do you have a ticket number or a reference number? Okay. All right, can I have your phone number then? Let me, um, pull up your record... for me, your phone number, your full name, and your full address as well. We are back. The tech will be reaching out to you shortly ma'am. Thank you for calling Linksys. Have a good day. Thank you.
07:00
Speaker 1
414 9-7-5 2466 [ silence ] yes. [ silence ] wireless device? [ pause ] I have [ pause ] I have the internet [ pause ] I have my computer [ silence ] yes.
08:00
Speaker 2
Okay. Your phone number is 414-975-2466. Okay. Aside from the TV ma'am, they have other wireless device that is already connected to the network. Yeah. Okay. Does your computer connected to the internet? Okay. Ma'am, let me just um, check if I got the correct here. It's under Bobby McCoy, and email address is bobby@mccoy.com. [silence]
08:00
Speaker 1
Yes. That's what I need to do, but it won't come on. It won't come on. I need to do all the pictures. The TV is on, I need to get onto your Internet and fix it. Yes, I want it that too. Call what wait a minute. I want it that's all and I'm calling about that. And they won't give it to me.
09:00
Speaker 2
okay, and on your TV as it asks [...] have you tried connecting it to the network? like, like um... like the TV won't turned on. Is that what you're saying? Oh, so you want the password so that the TV can connect. Okay. Is it the Wi-Fi password, ma'am?
09:00
Speaker 1
and now the TV won't come on. Yes. I haven't seen TV all week.
10:00
Speaker 2
Okay, ma'am let me just verify this. Is your router E1200? Okay. Okay. Ma'am, to check the settings on the router, okay, so that your TV can connect, like the Wi-Fi password, your LinkSys router, the E1200, this router, ma'am, is already in end of support. That means LinkSys could no longer provide any technical assistance, as well as software updates, okay? What we can offer on this for
10:00
Speaker 1
Yes. I need to know how to get on there. My TV is sitting up there. I haven't seen it all week. The Wi-Fi password. What is it going to do? No, it's not connected. Hasn't been all week. [silence]
11:00
Speaker 2
Okay, as much as I would like to assist you, guiding you on how to check the Wi-Fi password so that your TV can connect, since your router is already out of support, we could no longer do that, okay? That's why we have this AI tool on our website that can also guide you step-by-step on how to check the Wi-Fi password, so that your TV can connect to the Internet, because right now your TV is not connected, right? Does it show connected? [silence]
12:00
Speaker 1
Yes, look, he, he said, it was up to y'all to call you. Well, where do, where do I go to hook up my TV?
13:00
Speaker 2
Have you called your TV provider so that they can check your TV? If... Yes, ma'am. We can assist you by checking the settings on the router if your Linksys router is still in warranty. But since your router is already end of support, okay? Linksys could no longer provide any technical assistance, okay? You need to make sure that the TV can detect the wireless signal or the Wi-Fi from the router. And then if it will ask for the password, please provide your password so we can check if it will give you access to the internet setup. Okay? But as I have said, ma'am, our other easy step will be to contact your TV provider so that they can check your TV settings. Thank you.
13:00
Speaker 1
Where do I go to get that? How do you say syntax? [silence]
14:00
Speaker 2
As much as I can walk you through with that one, ma'am, since your router is end of support, then we could no longer do that. That's why, again, we do have this AI agent or an AI tool that can guide you, okay? on how to connect and on also how to check the Wi-Fi password. You can go to support. linksys. com, where you can check our AI tool there. Lynx is L-I-N-K-S-Y-S.
14:00
Speaker 1
Link s Y. go there and do watch.
15:00
Speaker 2
of when you go to that site, we have an AI tool there. An icon like a blue circle. That's our AI tool, okay, that also that can guide you on how to connect. It's just like you're chatting to an agent, a technical agent. [silence]
15:00
Speaker 1
Go to support at Linksys and AI two. What? doing, giving me anything. support@Linksys.com [silence]
16:00
Speaker 2
support.linksys.com. I think the previous technician that you talked to earlier, ma'am, also got you on how to access the link. support.linksys.com. Okay, because again, ma'am, as much as I would like to guide you on how to track that, but since your router is already end of support. We could no longer do that. No, ma'am. It's not at. It's support. dot. It's a period lynx or period com support.
16:00
Speaker 1
[silence] Okay, it's Thursday and I have been seeing TV since Sunday. Now the TV it won't even come on. It won't even show the the the the tool to reset the password unless it's. Why is that?
17:00
Speaker 2
okay, dot linksys.com. Okay. Support, period linksys, period com, okay, it could be just TV. [pause]
17:00
Speaker 1
Will it will turn on? What did you say? I can't see a thing. I told you I got it on, but I don't see anything. Yeah!
18:00
Speaker 2
[silence] that your TV is turned on, ma'am. When you turn on the TV, does your TV turn on? And then, was there any error message? [silence] It's just a black screen? Ma'am, that is not a problem of lanes. That is on your TV. Why is it that it won't give you
18:00
Speaker 1
Okay. Look ma'am, I have a Samsung TV and nothing wrong with it. I haven't seen TV since Sunday. Messing with you people. Are you going to give a lawsuit? No. Yes. it was going it was going something on there all week isn't there isn't it it this it all started with that damn password and stuff because i couldn't get it in
19:00
Speaker 2
There's more for the TV because it's not displaying anything, okay? Because we cannot do anything on the TV, ma'am, if it is not displaying, that is already beyond our support. That is not our product, we are not trained for that, okay? Because if you cannot see anything on the TV right now, ma'am, if you cannot see anything on the TV, just a black screen, like nothing at all, then that is beyond our support, ma'am.
20:00
Speaker 1
That's how it started. There's nothing wrong with my TV. Look, look, look, look. It ain't my TV the problem. It's yours. It's yours.
21:00
Speaker 2
Yes, but right now, Ma'am, you cannot do anything at all on the TV. Like, it won't display anything on your TV. Okay? We cannot, um, assist you with that one, Ma'am, because that is more on the settings on the TV. If it's not displaying anything, when you call your TV provider, did you inform them again that there's no display? [silence] Because links has nothing to do about it, Ma'am, because our router, Ma'am, is just for internet connection. It's not like displaying any, um, thing on the TV.
21:00
Speaker 1
That's how all this shit, that's how all this stuff got started. I'm dropping TV just fine.
22:00
Speaker 2
Okay. So Okay. Okay, because, ma'am, as much as, um, as much as we would like to assist you with your concern right now, maam, we are not trained for your TV, and at the same time, the links so far that you have is already an [silence]
22:00
Speaker 1
You have a good person. [silence] But Mr. [silence] When did the support end? Okay. Okay. No body, no body to ask nothing. Everybody's in this world by there dam self. [silence] if it's nobody, nobody to ask nothing. Everybody's in this world by there damn self. [silence]
23:00
Speaker 2
This routers was released way back 2016. Okay. You may try, if you have, like, you may try to, like, probably, um, ask assistance from someone, maybe a neighbor, or your, um, probably family member, so that they could, um, like, assist you, ma'am.
24:00
Speaker 1
You know what? You said, for putting a password, I forgot what the password was. When it was working, I forgot. So, how do I get my password? Yeah, okay, bye. Uh-huh.
25:00
Speaker 2
Okay. To get the password for the BR 10, you need to use a computer or a phone that is connected to the Linksys router and you can access the user interface of the router to get the password. Okay. Okay. OK, so thank you for calling Linksys. This is Kyla. Have a great day.
25:00