V2 Rubric Detail — 55de4684-6a80-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:11
Duration
9m 55s
Contact
Kathy Quill
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133802
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_WiFi password
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided technical troubleshooting entirely and immediately pushed paid support options without attempting any resolution path.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, offer valid troubleshooting, or demonstrate ownership, instead immediately directing the customer to paid support. No tools were used, no empathy shown, and the issue remained unresolved, constituting a clear case of avoidance and resulting in an Unresolved outcome with a critical failure on Avoidance/Evasion.

V1 Case Analysis

Customer unable to connect to Wi-Fi due to password rejection on multiple devices. Agent confirmed out-of-warranty status, collected model/serial, and offered paid support or AI tool. No troubleshooting performed. No case created.

Troubleshooting Steps
  • Collected device model and serial number
  • Verified out-of-warranty status
Key Observations
  • Agent did not perform any standard troubleshooting for the Wi-Fi password issue (e.g., checking admin password, accessing router settings locally, or resetting Wi-Fi settings).
  • No HappyFox case was created or referenced, violating protocol requirements for troubleshooting interactions.
  • Paid support was offered before attempting basic, no-cost troubleshooting steps that could have resolved the issue.
  • The EA Series router (E5400) supports local access via http://192.168.1.1 or http://myrouter.local, which the agent did not guide the customer to use.
Positive Highlights
  • Accurately collected product model, serial number, and contact information.
  • Clearly communicated the out-of-warranty status and available support options.
  • Correctly explained that Linksys cannot provide the Wi-Fi password if it was changed from default (per KB guidance).
  • Offered a self-service path (AI tool) which is acceptable for out-of-warranty customers who decline paid support.
Agent Errors / Gaps
  • No troubleshooting performed for the reported Wi-Fi password problem, despite the issue being a common and resolvable one per KB.
  • Failure to create or reference a HappyFox case for a troubleshooting call — a clear protocol violation.
  • Prematurely offered paid support without first attempting basic, no-cost troubleshooting steps (e.g., accessing router settings to view/reset Wi-Fi password).
  • Did not guide the customer to access the router locally (http://192.168.1.1 or http://myrouter.local) to check or reset the Wi-Fi password, despite KB providing clear instructions for this issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the Wi-Fi password issue or provide a method to retrieve it; customer ended call without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken (e.g., checking admin access, recovery key, or factory reset); agent immediately pivoted to paid options.
R3 Not Met Correct resolution path conf 97%
Agent cited out-of-warranty status and offered only paid support instead of best-effort troubleshooting (e.g., password recovery via admin login or recovery key).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to diagnose root cause—did not confirm if SSID was visible, if other devices were connected, or if password had been changed.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., admin UI, recovery key, or remote verification) despite their necessity to confirm or reset the password.
T3 Not Met No misinformation conf 95%
Only recommendations were to use AI tool or pay $15; no technically accurate guidance (e.g., how to recover password) was provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and framed the call, but lost control by shifting to sales script without technical engagement.
C2 Partially Met Confirmed understanding conf 88%
Language was simple, but agent did not adapt to customer’s frustration or confirm understanding of options.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by redirecting to paid services instead of attempting any resolution path.
O2 Partially Met Proactive follow-through conf 90%
Agent provided next steps (AI tool, paid support), but these are not valid technical resolutions for a password recovery issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the issue type and agent actions.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration; interaction remained transactional.
X2 Not Met Tone & rapport conf 94%
Agent used a flat, scripted tone and did not adjust pace or style to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated information (e.g., model, serial) and was given only paid options, increasing effort unnecessarily.
Call Transcript19 turns · 19 lines
Speaker 1
uh, yes, hi, this is Wyatt. Calling about an issue with the router. I have the router handy and it's all plugged in. Everything's working.
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 dot linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. This is Goyla. How may I help you? [silence]
00:00
Speaker 1
every time I go to type in the password and I make sure that the password is typed correctly, it says unable to connect to Wi-Fi or password incorrect. And the name does not show on the thing, but its name is Kathy Quill. Yes, I'm having one of those days. Let's see. Okay. The serial number is 30N10M2107701.
01:00
Speaker 2
Okay, so basically right now you're having a problem connecting to the wireless network correct? Using your Linksys router. they may need the model number and serial number of that Linksys router. You can check that underneath the router itself.
01:00
Speaker 1
Oh, no, the 3-0-N, like, okay, start over, 3-0-N for nice, and then one, 0, M as in Mary, two, one, C, as in cat, 0-7-7-0-1. What's your model number? Give me just a second. It's the E-5-4-00 spectrum. [silence]
02:00
Speaker 2
Okay. Let me just check if I got it correctly. That's three zero M for Mary and then one zero and then okay. And then okay. What is the model number of this router? Okay. Okay. And who's your internet service provider?
02:00
Speaker 1
315-406-3554.
03:00
Speaker 2
Okay. All right. And can I have also your phone number, sir? Yes. Okay. [silence] Mm-hm. And how about your first name and last name?
03:00
Speaker 1
Yes, CATHIE. I need to call Cassie. Uh, K quill to five at gmail.com. hmm. mmhmm. No, none of my, well, the phone that I'm calling on is connected to it.
04:00
Speaker 2
And Kathy spelled. I said, P-A-T-H-Y. Okay, how about email address? Okay, thank you for this information. Again, your lingerie shooter is an E5 400. And you're concerned right now is you're having problem connecting to the Wi-Fi because the password doesn't work. And the, as of this moment, sure, do you have a wireless device that is already connected to the network?
04:00
Speaker 1
but I don't know how to view the password from the phone. Yes. and that's what I'm trying to connect my device to. Yes. But the password that's on. Yeah, the password that's on the router does not work for I don't know why. I tried on my Oculus, my phone, my Xbox, my computer.
05:00
Speaker 2
Okay. But when you try to view the network, were you able to see the name of the network? Okay. Okay. So, you just really need the Wi-Fi password, right? So that you can connect and log in. Okay. Okay, so in that case, since your Wi-Fi password doesn't work, there's a possibility that when you set up this router, the password, the Wi-Fi password was changed. That's why the default password that you can see on [silence] the device is not working.
05:00
Speaker 1
Yeah, that could be the issue. Do you have access to the password on your end for the router? Okay, because an Android phone. I believe, let me go ask my grandmother. Your phone is Samsung, right? Your phone is Samsung, right? [silence]
06:00
Speaker 2
The router itself is no longer working, okay? So, in that case, you need to, like, check that password, okay? And before we start for any troubleshooting, sir, go ahead. No, sir. We don't have information about the password, especially if you personalized the password. Okay, by the way, the phone right now that you're using, again, this is an iPhone or an Android phone? And it is a Samsung.
06:00
Speaker 1
[silence] your phone is a Samsung right? Yes ma'am my phone is a Samsung. [silence] oh yes ma'am.
07:00
Speaker 2
Okay, and this phone is already connected wireless, right? [silence] Okay, uh, sure. Before we start to check what is the Wi-Fi password, let me just inform you about the status of your Linksys router. It shows it here in our system that your router is already out of warranty and complimentary phone support is no longer available. Okay? But you don't need to worry about it. We do have options for out-of-warranty Linksys products. The first option is you can take advantage of our AI tool. It can be found on our website and that's support.links
07:00
Speaker 1
[silence] So, the options are, there's a service website that you can go to where there's a $415 fee for a guy to come out and ensure that we're connected.
08:00
Speaker 2
And our second option, this is a paid connect service, and it is only for $15 for a one-time non-refundable technical support that will last up to 60 minutes of troubleshooting: Okay.
08:00
Speaker 1
Alright, I'll just use the AI tool. You said it's at linksys.com. Alright, I'll see if that'll work. Okay. No.
09:00