⚠ Auto-Zero applied: Agent displayed Discourtesy (personal comment about caller’s age/voice) and Avoidance/Evasion (failed to provide Recovery Key reset path, only suggested full reset without support), constituting critical failures under A–F gates.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to resolve the forgotten Wi-Fi password issue by not guiding the customer through the Recovery Key reset process per KB, instead suggesting a disruptive factory reset without support. Communication was unprofessional, including a personal comment about the customer's voice, and no ownership or escalation was demonstrated. Technical accuracy was not met as the agent omitted the correct password reset procedure documented in universal_password_login.md.
V1 Case Analysis
Customer (Lucy Votes, Jr.) unable to recall Wi-Fi password for new iPad setup. Provided serial number (SN-30K002MC9CC606) but agent did not obtain model. Agent suggested router reset without providing KB-documented steps (Recovery Key or 10-second reset). No empathy shown; unprofessional comment about customer's age/voice. Call ended with vague 'call back anytime' instruction. Issue unresolved.
Troubleshooting Steps
Collected router serial number.
Asked for router model (not obtained).
Informed customer that Wi-Fi password cannot be retrieved (correct per KB).
Suggested router reset without providing KB-documented steps (Recovery Key or 10-second reset).
Key Observations
Agent failed to obtain the router model number despite the customer asking where to find it — a critical protocol failure for product-specific support.
Agent did not provide the KB-documented password recovery/reset procedures (Recovery Key or 10-second factory reset), leaving the customer without actionable guidance.
Agent made an unprofessional and inappropriate comment about the customer's voice and age, violating communication standards.
Call ended with no case documentation, no follow-up plan, and no empathy — a complete operational breakdown.
Customer's router age (~3 years) suggests out-of-warranty status, but agent did not clarify support eligibility or offer paid support as a path.
Positive Highlights
Accurately captured the router serial number provided by the customer.
Correctly stated that Linksys does not store Wi-Fi passwords — a factually accurate point per KB.
Agent Errors / Gaps
Failed to obtain or confirm the router model number, which is essential for accurate troubleshooting and KB alignment.
Did not provide the standard password-reset instructions from the KB (Recovery Key or 10-second factory reset), despite the KB explicitly documenting these methods for forgotten Wi-Fi/admin passwords.
Made an inappropriate personal remark about the customer's voice and age at [27:00], which is unprofessional and dismissive.
Did not record a case/ticket number or confirm email/contact details, violating protocol.
Ended the call without a definitive next-step, escalation path, or follow-up plan, leaving the customer without a support path.
Failed to acknowledge the customer's expressed difficulty due to age and lack of technical confidence, missing an opportunity to provide empathy and tailored guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Customer explicitly stated they couldn't perform a reset and ended the call without obtaining the Wi-Fi password or any working solution; issue unresolved.
R2Not MetDiagnostic thoroughnessconf 90%
Agent skipped diagnostic steps such as identifying the router model, checking for recovery key availability, or guiding local login — jumped directly to factory reset suggestion.
R3Not MetCorrect resolution pathconf 90%
Recommended full factory reset instead of the standard Recovery Key method for password reset, which is less disruptive and appropriate for forgotten passwords.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent failed to identify the specific router model or ask about the Recovery Key, which is the primary diagnostic path for forgotten passwords per universal_password_login.md.
Agent did not use the KB or any tools to guide the customer toward the Recovery Key reset process, relying instead on a generic reset suggestion.
T3Not MetNo misinformationconf 95%
Agent stated 'the solution would be to reset the router' as the only option. This is contradicted by universal_password_login.md, which provides a 'Reset password' option using the Recovery Key to avoid a full factory reset.
Communication
C1Not MetClear & professional languageconf 95%
No framing of process or expectations; call ended abruptly after unprofessional comment about customer's voice, losing control of tone.
C2Not MetConfirmed understandingconf 95%
Used technical suggestion (reset) without simplifying for 87-year-old caller; made inappropriate personal remark instead of adapting communication style.
Customer Ownership
O1Not MetOwnership & empathyconf 90%
Did not take ownership — offered no help with execution, transferred nothing, and left customer to manage reset alone despite expressed inability.
O2Not MetProactive follow-throughconf 90%
No next steps, timeline, or follow-up commitment provided; customer was not told what would happen or when.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 85%
Customer expressed inability to perform reset and needed assistance, yet agent did not escalate to appropriate support path.
E2Not MetEscalation prep & handoffconf 85%
No escalation executed, and customer was not informed of escalation options, teams, or timelines.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Made unsolicited comment about customer’s voice ('you don't sound like 87'), showing lack of empathy and professionalism.
X2Not MetTone & rapportconf 95%
Failed to adjust tone, pace, or language for elderly caller; remained generic and dismissive despite clear vulnerability.
X3Not MetOverall experienceconf 90%
Customer had to repeat information (model, serial), and was left to figure out reset independently despite clear need for help.
Call Transcript9 turns · 9 lines
Speaker 2
welcome to lynxis support to ensure quality service your call may be monitored certain products well be supported while and of support products will have self-help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support lynxis.com for more information about your product [silence]
00:00
Speaker 1
Lucy Votes, Jr. And I just got a new iPad and I'm trying to hook it up. And I don't remember what my password is. I tried all the, you know, ones I had written down, but I don't. Can you help me with that? Yes.
24:00
Speaker 2
Thank you for calling links. My name is Nathan may I know who I'm speakingIs this your first time calling us? Let me get a case ticket for you Dayan Mayan how your email address please?
24:00
Speaker 1
[silence] The [silence] the [silence] model of the [silence] [silence] that's [silence] where do I find that, sir? [silence] I've got a serial [silence] serial number [silence] The serial number is SN or S dash N 30K002MC9CC606
25:00
Speaker 2
All right. Give me the model of your router. Yes. Underneath the router. Give me the serial number. Go ahead.
25:00
Speaker 1
Pardon me. Well, yeah, I had, let's see, uh, my daughter bought it for me in 24. So it's about three years old. Yes. Well, how do I go about getting it? [silence]
26:00
Speaker 2
Alright, let me take a look. This is an EBPT? It's an old router, right? Yeah, it's 2022. Alright, Jane, I cannot reset the route I cannot give you the Wi-Fi password. The reason is we don't keep passwords on this device. Now, the solution would be, the solution would be to reset the router. If you reset the router,
26:00
Speaker 1
That's just, that's way beyond my capacity. I'll have to wait for somebody to come and help me. I'm 87 years old, and I just, I'm not up on all this stuff. Okay, thank you. Okay, thank you for your help. Okay, goodnight. Bye bye.
27:00
Speaker 2
router. You can create a new Wi-Fi password. Now, yes. You don't sound like, you don't sound like, I thought you're just in your 30s or 40s. You have a good voice, Jane. I got fooled in there. Anyway, just in case if someone is already available for you there, give us a call anytime. We will help you, don't worry for that one. Don't worry about the warranty. We can give you have on the phone. Bye for now.