V2 Rubric Detail — 494bdfde-6077-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:41
Duration
13m 9s
Contact
Cam Grossman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132345
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v1.1_Wants to change the Wi-Fi password

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall21.5% (-14.5)

V2 Grader Summary

The agent failed to provide any actionable support for changing the Wi-Fi password, incorrectly citing end-of-support as a reason to withhold assistance. Despite collecting full device and customer information, no troubleshooting, accurate guidance, or clear next steps were delivered. The issue remains unresolved due to lack of technical engagement and improper resolution path.

V1 Case Analysis

Customer requested Wi-Fi password change on EA9500; agent misidentified device as access point, provided no reset steps, and redirected to AI tool. Issue unresolved.

Troubleshooting Steps
  • Collected customer contact information
  • Verified product model (EA9500)
  • Stated device is out of support
  • Directed customer to AI tool for self-service
Key Observations
  • At [09:00], agent incorrectly identifies EA9500 as an 'access point' with IP 192.168.8.1 — a material topology error inconsistent with EA9500's role as a primary router.
  • Agent never provides correct admin URLs (http://myrouter.info or http://192.168.1.1) or instructions to change Wi-Fi password.
  • At [10:00], agent states support ended March 11, 2026 — a future date, suggesting possible factual error or ASR artifact, but treated as expired per transcript.
  • Customer expresses confusion at [10:00] ('So what does that mean? That you can't help me?') which agent fails to resolve.
  • No validation of serial number: customer hesitated between 'j-o-b' and 'j-0-b', but agent did not confirm correct format or clarify O/0 ambiguity.
Positive Highlights
  • Collected complete customer contact details including name, phone, email, and location.
  • Verified product model number (EA9500) early in the call.
  • Directed customer to available self-service resource (AI tool) after determining out-of-support status.
Agent Errors / Gaps
  • Misidentified EA9500 router as an access point at [09:00], leading to incorrect troubleshooting assumptions.
  • Failed to provide correct access method for EA9500 admin UI (http://myrouter.info or http://192.168.1.1).
  • Did not guide customer through standard Wi-Fi password change procedure in router settings.
  • Did not offer factory reset as a valid fallback when password is unknown.
  • Incorrectly stated support ended March 11, 2026 — a future date that contradicts warranty logic.
  • Failed to confirm serial number accurately despite customer uncertainty about O/0.
  • Ended call without confirming customer understanding of next steps or ability to use AI tool.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the password change request and provided no actionable steps, only redirecting to an AI tool.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted; agent immediately cited end-of-support status without diagnosing access or login capability.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no support is available due to end-of-support, but basic configuration help like password reset should still be provided as best-effort.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the model but asked no diagnostic questions about current admin access, login method, or prior attempts.
T2 Not Met Appropriate tools / resources used conf 94%
No use of KB, remote guidance, or admin interface walkthrough; reliance solely on AI tool constitutes avoidance of tool use.
T3 Not Met No misinformation conf 95%
Agent inaccurately claimed no technical support is possible for EA9500, contradicting policy that allows best-effort troubleshooting for OOW devices.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but failed to set expectations or structure the interaction around resolution.
C2 Met Confirmed understanding conf 93%
Agent used clear, non-technical language and confirmed customer details, adapting to customer’s pace and style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call but abdicated ownership by deferring to an external AI tool instead of guiding the customer.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up were provided; only a vague suggestion to use the AI chatbot.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a basic password reset request.
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 89%
Agent was polite but did not acknowledge the security concern of a compromised password or express empathy for the urgency.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a neutral tone but did not adjust communication depth or pacing to the customer’s visible anxiety and confusion.
X3 Not Met Overall experience conf 94%
Customer was sent to an external tool, increasing effort; agent collected serial and contact info but used none to assist directly.
Call Transcript16 turns · 16 lines
Speaker 2
Welcome to Lynxus 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.lynxus.com.
00:00
Speaker 1
and [silence] [silence] Oh, I hope you can. I have got a [silence] let me get my paper here. Uh [silence] uh a Linksys EA 9500 V1.1. I need to reset my password because someone uh got my password today and I'm afraid that they might use it for something that wouldn't be very nice. Correct. And I've gone online when I [silence] uh I get a thing on articles and then I get a Linksys trying to reset Linksys now, but there's no click to help me, so that's why I'm calling you.
06:00
Speaker 2
calling links this is Carrie Lahoma I'll be okay so you wanted to change the Wi-Fi password correct okay okay all right I'm sure just to verify have we got links just to okay check our links signal to you
06:00
Speaker 1
First time. Correct. Yes, you sure could. It is 17a-11J-O-B-6-05-05. Oh, I should say 05-05. Uh-huh. Yes, and the only thing I don't know of it's the the number or a letter between the j and the be. I don't know if it's j-0-b or j-o-b. Because they don't put lines.
07:00
Speaker 2
Okay, again, the router that you have is an EA9500. Okay, sorry, can you have also the serial number of this router? Okay, so let me check if I got it correctly, sir. That is 17, A for Apple, and then 11, J for John, 0, B for Bryan, 605, 050.
07:00
Speaker 1
through them. So it's really hard to know if you can you know. uh, spectrum. I'm calling from yeah from Los Angeles, California. Sure, 323-719-2966. My first name is Cam, C-A-M. Last name is Grossman, G-R-O-S-S-M-A-N. 8459 Hollywood Boulevard. Oh my email, sorry. It's my name exactly. How I spelled it at gmail.
08:00
Speaker 2
okay okay no problem and what's your internet provider and you're calling from US right? okay how about your... uh ask your phone number sir for record okay how about your first name and last name? mm-hmm email address? ah sorry your email address email, uh yes
08:00
Speaker 1
Cam Grossman, Cam Grossman at gmail.com. Perfect. Exactly. Good. Yes. Correct.
09:00
Speaker 2
So, that's, uh huh. Okay. So again, C-A-M-G-R-O-S-S-M-A-N at Gmail.com, right? Okay. Thank you for this information. Just to make sure, I get correctly. Your concern right now is, um, someone got hold of your um Wi-Fi password, and you want to um change it. Okay. All right. So, for that, um, is the in order to um change the password, you need to access the user interface of the router, okay? But before we can proceed, sir, for, um, any um troubleshooting, okay? Um, let me just, um, inform you about the um status of the device. You're currently connected to. The device type is access point, and the network mode of the access point is mixed 2.4 and 5 GHz. The current IP address of the access point is 192.168.8.1, and the IP address or the device you are using is 192.168.8.104. So, please connect your device to this particular access point. What we can do now is first to log in using the default credential, and then change all current password. Okay. Sure. Is there a macbook available? Do you have an option to connect your macbook to the Wi-Fi? Okay, sir, but if you have a router's brand or model, that would be great for further assistance.
09:00
Speaker 1
O.k. O.k. So what does that mean? That you can't help me change my password?
10:00
Speaker 2
[silence] years of your router. Um, it shows it here on our system, sir. Your EAt 9500. Um, this router is one of our end of support routers. The um, support of this router sir, ended last March. 11, 2026. If the device is already end of support, sir. Um, Lennox would no longer provide um, technical support, or even um, some software updates, or hardware repair, security updates, Plenary would no longer provide that, uh specifically with the um, technical support. Um, over the phone, sure. Okay. But you may try our AI tool that can be found in our website and that is support.![silence]
10:00
Speaker 1
Yes, I think that I tried that. Let's see, let's go there and see what happens. S الني S. D. BITDOLINK. SIS. D. O. M. I put that in. Okay. And I get links to support and then it says product overview, up and installation, login and password, connectivity, advanced configurations and general inquiry or browse suggestion. Which one would you suggest? Yes. I'd click on that.
11:00
Speaker 2
Okay. Okay, alright. And you can... You can go to the AI tool, if you can see it, there is a blue circle with a white smiley face at the bottom right. That’s our... Yes, sir, that’s our AI tool.
11:00
Speaker 1
Yes. Good? Okay. Excellent. Well, that will be helpful. Do you think it's difficult or should it be easy to do? Which one? Difficult or easy? Okay. The basic inquiry would be, how do I change my Wi-Fi password? Okay, good. Well, I'm gonna try that. Thank you very much. Does it know that? By the way, one other question. Does it need to know which which model I have? Will it ask me for the model? Or it knows already.
12:00
Speaker 2
Link Support. Okay? So you can just tap your your questions. It will guide you on how to ask, um, change your Wi-Fi password. Okay? Okay. Okay. Oh, yes, sir. Okay. It's easy, sir. Just type your um inquiry on that one and it will give you instructions on how to do it, sir. Yes. Okay. You're welcome. So thanks for calling Link Support, sir. This is Carla, and have a great day. See you. All right. Um, yes, sir. Um, it will ask for the model.
12:00
Speaker 1
Okay. Excellent. Thank you very much. Bye.
13:00