V2 Rubric Detail — 4f340526-5fbd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 02:30
Duration
9m 14s
Contact
Korbynne Hill
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132167
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8500 - no internet
⚠ 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: Discourtesy (C) — agent made inappropriate personal and gendered remarks, including commenting on the customer's name, gender, and appearance, violating professional conduct standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any valid troubleshooting, provided factually incorrect information about the EA8500 being end-of-life, and improperly blamed the ISP. Instead of using the documented Recovery Key method, they recommended a factory reset or replacement without confirmation. The interaction was marred by unprofessional, patronizing comments, resulting in no resolution and a critical discourtesy violation.

V1 Case Analysis

Customer unable to log into router via app; password rejected; router offline. Agent suggested factory reset/replacement and promised email instructions.

Troubleshooting Steps
  • Collected serial number (partial) and guessed model.
  • Suggested factory reset and possible replacement.
Key Observations
  • Agent made unprofessional personal comments to the customer.
  • No proper password‑recovery procedure (five‑digit recovery key) was offered.
  • Agent did not verify WAN connectivity or perform basic power‑cycle steps.
Positive Highlights
  • Attempted to collect serial number.
  • Offered to send email instructions.
Agent Errors / Gaps
  • Failed to follow Linksys password‑recovery protocol.
  • Provided inaccurate warranty/obsolescence information.
  • Did not collect or confirm the correct product model before giving advice.
  • Unprofessional language and off‑topic remarks.
  • Did not verify that the suggested reset resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm any outcome; instead recommended factory reset or replacement without verification.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — skipped password recovery, local login check, or WAN diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent recommended hardware replacement without confirming warranty status or attempting non-destructive recovery methods like the Recovery Key.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause; asked only vague questions and incorrectly attributed the issue to Spectrum’s security and router obsolescence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, admin dashboard, modem test) despite needing to verify login credentials and connection status.
T3 Not Met No misinformation conf 97%
Agent stated the EA8500 is 'end of life and end of support' — inaccurate per KB; also falsely blamed Spectrum’s security level as the cause.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost call control, interjected personal remarks ('you have a beautiful name... stay sweet'), and failed to set clear expectations.
C2 Not Met Confirmed understanding conf 95%
Communication was unprofessional and mismatched to the technical issue; used informal tone and made gendered comments instead of adapting to customer needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership — deferred to email instructions and suggested replacement without resolving the immediate login issue.
O2 Not Met Proactive follow-through conf 93%
Promised an email with instructions but gave no timeline, no confirmation of follow-up, and no actionable next step for the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred and none was warranted — agent attempted to handle the case, albeit incorrectly.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent made inappropriate personal comments ('you're just like my daughter', 'stay beautiful and sweet') instead of showing professional empathy.
X2 Not Met Tone & rapport conf 95%
Failed to adapt to customer’s frustration; continued with casual, off-topic remarks instead of maintaining focus and engagement.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and model; agent introduced unnecessary friction by skipping standard recovery steps and suggesting full replacement.
Call Transcript16 turns · 17 lines
Speaker 1
My name's Corbin. Corbin. C O R B Y N N E.
00:00
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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be a please have your device's 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. May I know who am I speaking? Cougan. How do you spell your name? Cougan? Cougan.
00:00
Speaker 1
No, it's not. So, all of a sudden, my, um, router, like my lynxy router has, this is in my home, it's disconnected. It's just completely disconnected, so I'm not able to connect to internet and so I'm trying to login on the lynxy app and it keeps saying that my router password is wrong even though I reset it not too long ago and even in the Wi-Fi setting on my iphone where it shows and further confirms what the password is. The lynxy app is saying that it
01:00
Speaker 2
Alright. Is this your first time calling us? Alright. Okay. What is the problem, Carmen? [silence] Yeah.
01:00
Speaker 1
It's wrong, because I'm trying to log back in and it's like, you know, it gives you the option for email or router password. And every time I type in my router password, it says incorrect. And so I'm not able to, I guess, log back into the app to figure out why my router won't connect to Wi-Fi. Um, it just gives me an option. Whenever I open the Linksys app it just says manage your Wi-Fi or set up a new Wi-Fi network. So I go to so I go to manage your Wi-Fi and then that login page says, uh-oh, looks like your phone is offline. You can still log in using the router password tab above. Be sure that you're connected to your home Wi-Fi. And I try to type in my router password.
02:00
Speaker 2
do [silence] [silence] do you [silence] [silence] do you [silence] [silence] do you [silence] [silence] [silence] okay [silence] [silence] [silence]
02:00
Speaker 1
[silence] word and it keeps saying it's wrong. You want the serial number? It is 16 T10 C65605508. I'm sorry. What was that? E88500. Yes.
03:00
Speaker 2
Can you give me the model and serial number of your device? Yes, please. You see, this is an EA8500, right? Hmm.
03:00
Speaker 1
Maybe, like an hour ago, two hours ago? Wait, you said it's most likely spectrum? Oh, it's, yeah, it's spectrum. It's spectrum, and my modem is, my modem is through Spectrum, and it is powered on, but it's not able to go online due to my video.
04:00
Speaker 2
Since when did the problem start? it again? [silence] All right. [silence] Bad news for you, Clive. [silence] Uh this router is already end of life and end of support. [silence] If you are connecting to the major internet service provider like Xfinity, Spectrum, uh most likely this was affected. [silence] Who's your internet company? Is it a Spectrum or Xfinity? [silence] Uh who is your internet service company? [silence] Spectrum or Xfinity? Ah, okay. [silence] Yeah, Xfinity. [silence]
04:00
Speaker 1
My router not being able, like, yeah. [silence]
05:00
Speaker 2
Yep. Correct, correct. The reason is your spectrum has higher security level, faster and stronger. This EA 8500 is weaker and old technology. There maybe some issue on the security, the handshake and all other, things like that. Now, the solution would be the best is to replace this out of here. You really need to replace the router. Now for the meantime, while this is not, you really have to factory reset the router and then reinstall it. There is no guarantee that it will work, but you have to, you may try. Okay, if it doesn't work, replace it. If it works, uh it will give you a few months more and then it will come back again, the problem will come back. So I will set an expectation that this will work for a few weeks or for months and you never know, but the problem will come back. You really have to replace the router. All right, I will send you the instruction to your email carving. Do you have an email address?
05:00
Speaker 1
Nne asin Edward. six four at gmail.com Thank you. My last name is Hill, H I L L. I'm a girl. Thank you. Thank you. Thank you. Okay. Bye.
08:00
Speaker 2
What's your last name, Corbin? You have a beautiful name, by the way. Are you a girl or a boy? That's why you're so sweet. You're just like my daughter. All right, okay? Stay sweet, okay? Don't change. You're very nice. All right. I'm gonna send an email to you, Corbin, and give me around 10 minutes. I'll make sure that the instruction is easy and easy to follow. Okay? Now, uh the problem is not on your phone, not on the Wi-Fi. It's on the hardware side. That's why we need to reset that one. And if it works, well and good. Okay, good luck. You can do this one, Corbin.
08:00
Speaker 1
All right. Thank you. What was that? Thank you then. Good night.
09:00
Speaker 2
All right, stay beautiful and sweet. Okay, don't change and have a nice day. My name is Nathan. Thanks for calling and Lincey's. Good night, bye-bye. [silence]
09:00