V2 Rubric Detail — 46c8a250-76e9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 14:12
Duration
7m 41s
Contact
Olivia Ester
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00077794
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access password
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide direct technical assistance and redirected customer to email despite being able to give step-by-step guidance, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-62.0)

V2 Grader Summary

The agent failed to resolve the customer's request for the router password, offered only generic advice, and cited out-of-warranty status to avoid troubleshooting. No meaningful diagnostic steps, tool usage, or ownership were demonstrated, leading to an unresolved outcome and a critical avoidance/evasion violation per OOW standards.

V1 Case Analysis

Customer requested Wi-Fi password for E2500 router. Agent advised checking product label or accessing router web UI (192.168.1.1). Will email step-by-step instructions. No case created.

Troubleshooting Steps
  • Identified router model (E2500) from customer-provided serial number.
  • Checked and confirmed warranty status (out of warranty, expired 2019).
  • Advised checking the product label for default Wi-Fi password.
  • Explained how to access the router’s web UI to view or change the password if customized.
Key Observations
  • Agent correctly identified the E2500 model and accurately described where to find the default Wi-Fi password on the label.
  • Agent provided technically accurate instructions for accessing the router UI via http://192.168.1.1 or http://myrouter.local.
  • No HappyFox case was created despite a full support interaction, which is a critical protocol failure.
  • Email address was captured with phonetic spelling (O-L-I-V-I-A N-N-E-S-T-E) and not verified, risking delivery failure.
  • Agent properly set expectations about limited support due to end-of-life status and offered self-help guidance.
Positive Highlights
  • Correctly identified the router model E2500 from the serial number provided at [01:00].
  • Accurately explained that the default Wi-Fi password is on the product label at the bottom/back of the router.
  • Provided the correct local access URLs (192.168.1.1 and myrouter.local) for logging into the router UI.
  • Clearly communicated the warranty expiration and support limitations without misleading the customer.
  • Offered to send detailed email instructions, providing a concrete next step for the customer.
Agent Errors / Gaps
  • Failed to create or reference a HappyFox support case for the interaction, violating case management protocol.
  • Did not verify the customer's email address after phonetic spelling, increasing risk of failed delivery.
  • Did not confirm whether the customer could access the router UI or knew the admin password, which may be needed if Wi-Fi password was changed.
  • Did not mention that the default admin password for unconfigured E Series routers is 'admin', which could have helped if the customer couldn't log in.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not provide the router passcode or guide the customer to retrieve it during the call; only directed to check label or wait for email.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed — agent did not verify if password changed, check label visibility, or guide login to web interface despite ability to do so.
R3 Not Met Correct resolution path conf 97%
Agent used out-of-warranty status to deny assistance, violating OOW standard requiring best-effort troubleshooting (e.g., guiding login, checking settings).
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent asked no diagnostic questions about Wi-Fi password changes, router access, or error messages.
T2 Not Met Appropriate tools / resources used conf 97%
Agent refused to walk customer through accessing web interface — a core, KB-backed tool — despite it being necessary and appropriate for the scenario.
T3 Partially Met No misinformation conf 93%
Correctly stated default Wi-Fi password is on label, but incorrectly claimed E2500 is unsupported due to age/warranty; KB confirms E-series routers are supportable for local login and password management.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced self and gathered serial number but did not set clear expectations or manage call flow beyond offering to send email.
C2 Met Confirmed understanding conf 93%
Language was simple and appropriate; agent used plain terms like 'router\'s web interface' and repeated email address clearly.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed issue off to email without taking ownership or attempting to resolve on the call.
O2 Partially Met Proactive follow-through conf 90%
Agent gave next step (check email) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (password retrieval).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'I\'m sorry' but did not explicitly acknowledge customer\'s frustration or repeat-call fatigue.
X2 Met Tone & rapport conf 92%
Agent maintained calm, courteous tone and matched customer\'s pace throughout.
X3 Not Met Overall experience conf 94%
Customer asked to locate label and wait for email, adding unnecessary steps instead of providing information directly.
Call Transcript16 turns · 16 lines
Speaker 1
yes. I'm trying to find out the pass code to my router so that I can hook up a doorbell cam [silence] yes, I'm trying to find out the pass code to my router so that I can hook up a doorbell cam.
00:00
Speaker 2
welcome to links. to links 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.links.com. please have your device serial number ready. for assistance press 1 now. for out of warranty products 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] thank you for calling links. this is Izzy how can I help you. [silence] all right ma'am uh I need to gather first the information of your
00:00
Speaker 1
okay, give me just a minute. i have the router here with the number, but i don't know. it's a serial number okay one 0 A is in apple. 3 0 C is in camera. 6 4 8 1 0 2 1 4. Oh, I don't know. I think it's the first time. [silence]
01:00
Speaker 2
Ma'am, may I have your number? All right. Let me check on our system. Uh is this your first time calling us, ma'am? or you've called before? Let me check. Okay, so your router uh model is E2500 and [silence]
01:00
Speaker 1
Okay, I'm sorry, ma'am. Maam, what did you say? You cut out. [silence] Well, I just want my passcode for this internet service.
02:00
Speaker 2
Currently, this router is already out of warranty. Yes. All right, I'm sorry. So I'd like to inform you of your router's warranty status, because upon checking on our system, it shows that your router model E2500 is already out of warranty. Its warranty status expired last 2019. And so, if you just want to view your password, yeah, you can check on your router product label sticker at the bottom of it. If you haven't changed or customized your Wi-Fi cred -- credentials, then it should be the default or Wi-Fi password. If it-- if you have [silence]
02:00
Speaker 1
Okay, where on my router would I find this code? I. I see it at the back, but I see one that says serial number and then there, it says, M-A-C address.
03:00
Speaker 2
have customized your Wi-Fi, uh, name and password, then you may have to go to your router's web interface. Now, I can only send you the guidelines on how to access your router's web interface because as I've mentioned, your product is out of warranty and I could not provide any technical assistance. Usually, there's a product label sticker on Linksys router. Uh, the back or at the bottom of it. Um, but I see. If you cannot see a Wi-Fi name or a Wi-Fi password at the back of your router and all you can see is the IP address, then you need to access your router's web interface to check it. To access your router's web interface, connect your computer to your router's network using Ethernet cable or Wi-Fi.
03:00
Speaker 1
Okay. So you're going to send it to me. Yes it is.
04:00
Speaker 2
Bottom of your router then it means you can only view or access your router's Wi-Fi password to log in to your router's web user interface. And as I've mentioned I cannot walk you through the steps because your product is already out of warranty and it has also reached its end of support. So this router is already an old router from Linksys and we no longer support provide support on this router. What I can do is just to send you steps on how to log in to your router's web user interface via email. Okay, so let me just confirm. Yes, let me just confirm if your name is Olivia Esther. All right. So you have the [silence]
04:00
Speaker 1
Elena and Esther at Yahoo.com. Yes. O-L-I-V-I-A- A-N-N-E-S-T-E-R a U s T-E-R. No. I will spell it. O-L-I-V-I-A A-N-N-E-S-T-E-R at Yahoo.
05:00
Speaker 2
Yeah. Olivia and Esther. I'll spell it phonetically for. O-L-I-V-I-A N-N-E-S-T-E.
05:00
Speaker 1
Yes. So you're going to send me a link in my email to find this password.
06:00
Speaker 2
Olivia, and Esther, at Yahoo, dot com. all right. Thank you, Olivia. I will be sending the guidelines on how to access the router's web interface to your email, Olivia, and Esther, at Yahoo, dot com. So, just wait for my email, and check that out. You can also go to our support site, support.linksys.com and try to access our site because there are other KB articles that you could read with regards to your router, okay? I will send you an email on how to access your router's web interface because once you are on the router's web interface, you can see, [silence],
06:00
Speaker 1
Okay. Okay. Mm-hmm. Thank you. Bye-bye.
07:00
Speaker 2
Your router's settings, Wi-Fi settings, your Wi-Fi name, Wi-Fi password, you can view there. Uh, it's like a website of your router. So you can see there your router's um information. And that include your Wi-Fi credential, okay? So thank you for calling Linksys, Olivia. And take care, have a great one. Just check your email, okay? It may take a long while because of the different time zone. But rest assured the email will be sent to you. Okay? You're welcome. It's my pleasure to assist you. Thank you and take care. Goodbye.
07:00