V2 Rubric Detail — 4ada0e24-70cc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 19:30
Duration
11m 1s
Contact
Roger Gross
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134834
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WAP54G - reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly avoids responsibility by stating the device is unsupported and ceases all troubleshooting efforts without attempting best-effort resolution or escalation.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
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 the customer's issue with securing a WAP54G access point, incorrectly claiming it was router-controlled and offering no troubleshooting, workaround, or escalation. Despite the device being legacy, best-effort guidance (e.g., accessing http://192.168.1.24 for admin setup) was not provided, and the agent disengaged entirely, resulting in an unresolved and poorly handled interaction.

V1 Case Analysis

Customer requested to set a Wi-Fi password on a WAP54G AP; agent stated device unsupported and offered no solution.

Troubleshooting Steps
  • Agent asked for serial and model (customer provided).
  • Agent stated device is end-of-life and no firmware is available.
Key Observations
  • Agent gave inaccurate information that the WAP54G cannot have a password set.
  • No concrete troubleshooting steps were performed beyond stating the device is unsupported.
  • Call ended without a clear resolution, escalation, or self‑help guidance.
Positive Highlights
  • Agent greeted the customer and identified themselves.
Agent Errors / Gaps
  • Provided incorrect technical guidance about password capability.
  • Did not collect or verify warranty status or eligibility.
  • Failed to offer proper self‑help resources or escalation path.
  • Did not confirm any configuration change or test the result.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolves the issue or provides a viable path forward; states device is end-of-life and cannot be secured without offering a workaround or replacement recommendation.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps are taken — agent does not guide customer to access admin interface, check settings, or suggest using router-level security; jumps straight to unsupported status.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identifies the WAP54G v3.1 as out-of-warranty and end-of-life, but fails to provide best-effort troubleshooting (e.g., explain how standalone APs require external security via router) or recommend upgrading hardware.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent does not ask diagnostic questions about network topology, current configuration, or symptoms beyond basic model/serial; assumes root cause is device obsolescence without validation.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claims they need to go to a lab but takes no action — no remote tools, no KB reference, no guidance to user; tool use is absent despite being necessary for accurate diagnosis.
T3 Not Met No misinformation conf 97%
Agent incorrectly states 'the access point is controlled by your router' — the WAP54G is a standalone access point that can be configured locally via its admin interface; this misstatement undermines technical accuracy.
Communication
C1 Not Met Clear & professional language conf 96%
Agent fails to frame interaction, set expectations, or maintain control; long unexplained silence and lack of structure lead to customer disengagement.
C2 Not Met Confirmed understanding conf 95%
Agent uses technical jargon ('end of life', 'no firmware available') without explanation and does not adapt to customer’s frustration or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandons ownership by stating the issue is out of scope and offers no follow-up, transfer, or alternative solution despite customer’s clear need.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or commitments are provided; customer ends call with no resolution or direction.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent does not escalate despite being unable to resolve and having no tools or knowledge to help — warranted escalation to hardware support or senior tech was not initiated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent shows no empathy for customer’s security concern; fails to acknowledge frustration or validate the importance of securing Wi-Fi.
X2 Not Met Tone & rapport conf 95%
Agent maintains a robotic tone, ignores customer’s emotional state, and does not adjust pace or style to maintain engagement.
X3 Not Met Overall experience conf 95%
Customer repeats information and receives no assistance in reducing effort; agent adds no value and increases friction by abandoning the case.
Call Transcript10 turns · 13 lines
Speaker 1
can you hear OK say it's different than the Washington I yes I know. It just says not secure. Anybody can do that. Yeah, this is Roger Groth. I'm trying to Get on, uh, yeah, I'm trying to set up my link czar.
00:00
Speaker 2
welcome to Lynx's 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.linksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nathan. How can I know who? Am I speaking? Roger Gross.
00:00
Speaker 1
it it and get it to have a password instead of just being a free open range Wi-Fi. Okay. You need a serial number? So, if I go... All right. Serial number... M-D-G 306, as in Frank, 405197. model number? Model number is WAP54G and it's version 3.1. Can I just clear it? It's set up, but there's no way to get it secure. It says not secured right now? Yep. So, what we need to do is set a password up for it, but we're struggling with figuring out how to do that.
01:00
Speaker 2
Alright.
01:00
Speaker 1
Oh, no, I need to have a locked password. I don't want people to be walking by my house and using my mon. Can you not do a password on this model? Okay. Yep.
02:00
Speaker 2
Stay with me. The device is already end of life and end of support. We don't have firmware available to this one. And it's not safe anymore. It's easy to access and easy to... Okay. You can have this work. Just set an expectation Roger. You can work this one. You can set it up. But, uh just say with me. Let me verify if I can. The access point on this device is controlled by your router. Okay. Let me take a look. If you set up the router with a password... uh let me go to the lab laboratory. Let me get this unit. This is all... is no longer available on my side.
02:00
Speaker 1
Yeah, it's a Wi-Fi problem. If you put it closer, it works.
03:00
Speaker 2
I need to go to the lab and access it This and of life and so forth I have to get it physically Stay with me I have to go to the lab [silence]
03:00
Speaker 1
Well, you do know. It's just that this stupid thing doesn't have a password. So either you need to figure out a new bootleg idea or... This one I'll get you down. And that's that's gonna make it so not. I really I don't have anything I tell you besides. I was. Yeah. So there's not much I can... This is definitely outside the realm of garage doors for 50 5500 bucks. I think this would be able to work. Well, it should work as long as you have Wi-Fi's and some for. Unfortunately your Wi-Fi is not as strong as you thought it to be alone. It's still a project. I mean the AT&T is locked by the usage of What do you think about parking yourself on the other side and parking your. Okay. You're right. I agree with sure. All right. you I'm You know, the hard part It's one Yeah Yeah, still one okay I don't want to. I don't want to switch. I think what happened was my button and power were both being pressed. Yeah, that would do it. Here we go. Not holding. Yeah. I mean, I've got, I mean, I've got, I mean. What I tried to do was I plugged in to the back of that thing, and, and that wasn't working. So I was like, okay, well, I might as well go plug it in the regular. I'm gonna just do the C-L. [silence] All right, well. Yeah, I'm done. Thank you. Uh, thanks for your help.
04:00
Speaker 2
Hi Roger, thank you for waiting. You there?
10:00