V2 Rubric Detail — 513a475e-644a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:29
Duration
5m 10s
Contact
Randy Hernandez
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132850
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Error 2123

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall23.3% (-32.7)

V2 Grader Summary

The agent failed to troubleshoot the login error, skipped the required recovery key method for MR series routers, and defaulted to a factory reset without diagnostic steps. Despite providing a technically correct reset duration, the omission of the non-destructive recovery path constitutes a material technical inaccuracy. The customer disengaged without resolution, indicating a complete failure to resolve or advance the issue.

V1 Case Analysis

Customer unable to access router admin after password change; recovery key returned error 2123. Agent confirmed MR75MS (S/N: 45C10M2AB022) is out of warranty, offered $15 paid support, and advised 20-second factory reset. Customer declined action. No KB-based recovery steps performed.

Troubleshooting Steps
  • Collected model number (MR75MS) and serial number (45C10M2AB022)
  • Informed customer of out-of-warranty status and $15 paid support requirement
  • Suggested 20-second factory reset to restore default admin credentials
Key Observations
  • Agent did not attempt to troubleshoot the recovery key error per KB before recommending a factory reset, which is a more disruptive action.
  • Warranty status was stated without confirming lookup; paid support was introduced early without assessing customer willingness.
  • Call ended without confirming outcome, offering alternative self-help (e.g., KB article), or scheduling follow-up.
  • Factory reset instruction was technically accurate (20 seconds for MR75MS), but presented as the only option without validating the actual issue.
Positive Highlights
  • Correctly collected and confirmed product model (MR75MS) and serial number (45C10M2AB022).
  • Accurately described the 20-second factory reset procedure for MR75MS, which aligns with KB guidance.
  • Clearly communicated that the device is out of warranty and explained the $15 support fee.
Agent Errors / Gaps
  • Skipped the proper recovery-key troubleshooting workflow from the Linksys KB before recommending a factory reset (which erases all settings).
  • Did not verify whether the customer accepted the $15 paid-support fee before proceeding with guidance.
  • Failed to provide any self-help resources (e.g., KB article, email with steps) after the customer declined paid support.
  • Did not confirm the customer’s understanding of the reset process or offer to guide them through it if they agreed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested a factory reset but the customer abandoned the call with 'never mind' — no resolution was achieved or confirmed.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped diagnostic steps like verifying the recovery key process or checking login page behavior, and moved directly to factory reset without troubleshooting.
R3 Not Met Correct resolution path conf 96%
Agent failed to offer the non-destructive recovery key method before suggesting factory reset, which violates protocol for MR series routers regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent admitted 'I’m not exactly sure what the problem is' and took no steps to identify root cause beyond confirming device model.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any diagnostic tools (e.g., remote access, admin UI, or recovery-key reset verification) despite a clear login error report.
T3 Partially Met No misinformation conf 94%
While the 20-second reset instruction is correct, the agent failed to mention the required non-destructive recovery key method, which is technically mandatory for MR series — omitting this key step constitutes a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected basic info and gave one instruction but failed to set expectations, manage the interaction flow, or respond to customer frustration effectively.
C2 Met Confirmed understanding conf 93%
Agent used plain, accessible language (e.g., 'push the button at the back for 20 seconds') appropriate for a non-technical customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent shifted to a paid service model and handed off resolution to the customer without taking ownership of the technical issue.
O2 Met Proactive follow-through conf 94%
Agent provided a clear next step: hold reset button for 20 seconds and reconnect devices.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted based on the issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent responded to customer frustration ('that kind of sucks') with a detached 'I’m just following our process,' showing no empathy or acknowledgment.
X2 Not Met Tone & rapport conf 93%
Agent maintained a transactional tone and did not adapt to the customer’s emotional state or repeated expressions of dissatisfaction.
X3 Not Met Overall experience conf 96%
By skipping the recovery key method and jumping to factory reset, the agent forced the customer into a high-effort, destructive solution unnecessarily.
Call Transcript9 turns · 10 lines
Speaker 1
yeah, hi. I'm trying to get into my Wi-Fi links to this smart Wi-Fi and I keep - I had to change the password. driver. I then put the recovery key in and I keep getting an unexpected error. [silence] It says JNAP device list [silence] [silence] Git device. [silence] [silence] S3 or something. [silence] That's under details. [silence] That's what it says. [silence] It says unexpected error 2 1 2 3. [silence] The serial number is 4 5 Charlie 1 0 M as in Mary 2 Alpha B as in Bravo 0 2 2.
00:00
Speaker 2
What is their number and model number of Feelings?
01:00
Speaker 1
to six nine. Uh, MR75 MS. Randy Hernandez. Hernandez, yes. C level. That's S-E-A-L-E-V-L, the number two. At Duck, D-U-C-K dot com.
02:00
Speaker 2
All right. What is the module number? OK. What is your first name and last name? Randy Hernandez, right? OK. What is your email address? And who is your internet provider?
02:00
Speaker 1
Coax cable. [silence] Yes.YES. [silence] Ooh. No. Sorry.
03:00
Speaker 2
(the internet) working now. I mean, right now or and do you still remember when and where you purchased this one? It's okay. Well, the reason for asking is that when I check the serial number right here, just to confirm, it's showing that yourMR75MS. Unfortunately, it's out of warranty and for out of warranty devices, we charge $15 to assist. Are you okay with that?
03:00
Speaker 1
[silence] So so if you don't fix it, it's still non-refundable as long as saying? Well, that kind of sucks, don't you think? Do you think you can fix it? [silence] Great. Can I just do that by pushing the button on the back? [silence] Yeah. Okay. Yeah. I'll just do that. [silence]
04:00
Speaker 2
It's non-repoundable. Correct, yes. I understand, but I'm just following our process right here. Right now, I'm not exactly sure what is the problem, but the error [silence]➖ [∼ Books look] when I go to [silence] ah, ah error in the [silence] .2.1.23, probably, uh, we need to reset the router. We configure it. But doing reset will erase the settings of your router. It will be back to default settings. Yeah, you can do that by pushing the button at the back. Yeah, for 20 seconds. Then you'll have to reconnect your devices because they will be [silence] they will lose the connection.
04:00
Speaker 1
Yeah. Okay, never mind. Appreciate your help. Thanks.
05:00