V2 Rubric Detail — 565135ba-7cd0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 02:29
Duration
11m 44s
Contact
Jamie Lee
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#EOS00136786
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access WebUI
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall37.9% (-18.1)

V2 Grader Summary

The agent verified warranty and end-of-support status but performed no troubleshooting to address the customer's inability to access the router setup page. The case was closed with only a generic guide provided, resulting in no resolution, no meaningful diagnostic steps, and inadequate next-step planning, violating the OOW best-effort standard.

V1 Case Analysis

Customer unable to access WRT1900AC admin page after factory reset. Agent confirmed device is out of warranty and end-of-support. Sent generic networking guide via email.

Troubleshooting Steps
  • Collected serial number and model information
  • Checked warranty status
  • Offered to email a Linksys networking guide
Key Observations
  • Agent failed to provide any model-specific login instructions despite the WRT1900AC being a supported model with documented access methods (http://192.168.1.1, default password 'admin').
  • Agent incorrectly recorded the customer's name as 'Jenny' and email address, leading to potential miscommunication.
  • No attempt was made to troubleshoot the core issue (admin page not loading), such as confirming URL, default password, or recovery key.
  • Agent did not clarify whether the customer was using the correct IP address or if the device was connected properly to the network.
  • Call ended with only a generic self-help resource, leaving the customer without actionable steps specific to their issue.
Positive Highlights
  • Collected the serial number (13J10606401600) and model number (WRT1900AC) accurately after prompting the customer.
  • Performed a warranty lookup and correctly informed the customer that the WRT1900AC is out of warranty and end-of-support.
  • Offered to send a self-help resource (Linksys networking guide) which aligns with support policy for end-of-life devices.
Agent Errors / Gaps
  • Failed to troubleshoot the inability to reach the router’s admin interface — no verification of correct URL (http://192.168.1.1), default password ('admin'), or recovery key process as documented in universal_password_login.md.
  • Mis-recorded the customer's name as 'Jenny' at [02:00] instead of 'Jamie' as clearly stated by the customer.
  • Entered the wrong email address (Jamiej01997@gmail.com) at [09:00], which differs from the customer’s stated j1997@hotmail.com, risking failed delivery.
  • Did not confirm whether the customer was using a wired or wireless connection, or if the device had a valid IP address — basic connectivity checks were skipped.
  • Did not mention the default admin password for WRT series routers is 'admin', which is documented in universal_password_login.md and would have been relevant after a factory reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the case by stating the device is out of warranty and end of support, then only offered to email a generic networking guide without resolving the router login issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond collecting model and serial number; agent did not verify connection, IP address, LED status, or attempt any diagnostic procedure for the login problem.
R3 Not Met Correct resolution path conf 96%
Agent used warranty and end-of-support status as a reason to stop helping, violating the OOW standard by not attempting best-effort troubleshooting (e.g., login, reset, firmware) for a device that may still be functional.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the symptom (cannot access router setup page) but asked no relevant diagnostic questions (e.g., connection type, IP address, LED status, browser used) and did not determine a root cause.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent appropriately used internal system to check warranty status, but failed to use any troubleshooting tools (remote session, logs, KB lookup) needed to address the reported login issue.
T3 Met No misinformation conf 94%
The Linksys networking guide provided is a valid self-help resource and contains technically accurate information for reconfiguring Wi-Fi settings per Linksys documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent framed the call, set expectations for hold time, apologized for the delay, and maintained control throughout the interaction.
C2 Partially Met Confirmed understanding conf 88%
Agent used polite language but repeatedly addressed the customer as 'ma'am' despite the customer introducing themselves as Jamie, indicating a lack of personalization and adaptation to the customer's identity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and followed through on sending the email, but did not take ownership of resolving the login issue, instead abdicating responsibility due to warranty status.
O2 Not Met Proactive follow-through conf 94%
The only next step was 'I will email you the guide' with no timeline, no confirmation of receipt, no follow-up commitment, and no path forward if the guide fails to help.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; there was no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation occurred, and given the issue (router login) is within L1 scope even for end-of-support devices, the decision not to escalate was appropriate after reasonable L1 work.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, and none was warranted; therefore, escalation execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized for the long hold and used polite closing remarks, but did not explicitly acknowledge the customer's frustration about being locked out of their router.
X2 Not Met Tone & rapport conf 90%
Agent failed to adapt to the customer's tone, pace, or identity; repeated use of 'ma'am' despite the customer introducing as Jamie indicates a mismatch and lack of engagement.
X3 Not Met Overall experience conf 92%
Customer was required to wait for an email and then self-troubleshoot using a generic guide, adding unnecessary steps instead of the agent performing troubleshooting directly.
Call Transcript16 turns · 18 lines
Speaker 1
Well, hi there. So I think I have a pretty old router model and I was doing a factory reset because I couldn't remember my old password. Computer
00:00
Speaker 2
[silence] Welcome to Nixfig support. To ensure quality service, [silence] your call may be monitored. [silence] Certain products will be supported [silence] while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.nixis.com for more information about your product. [silence] Thank you for calling Nixis technical support. My name is Paul. How may I help you today?
00:00
Speaker 1
access router password, um, on a web interface. So, did the factory reset. Um, now I'm entering, um, the IP address for the router web interface, um, but it doesn't seem to be connecting me. He said my router.local. Again, do local, again. Okay. Uh, same thing. Uh, yes, the, yes, router setup page.
01:00
Speaker 2
oh you mean you cannot access the router setup page? try using a MyRouter.local Yes Yes MyRouter.local Alright I see okay so for this one let's see what we can do but before we proceed may I create first a ticket? Oh by the way may I know why you want to access the router setup page? Yeah the
01:00
Speaker 1
Yes. Yes. My first name is Jamie, last name is Lee, spelled L-E-E. uh uh it's J A M as in Mary IE. mmhmm. uh yes, so it is my first name Jamie and then j1997@hotmail.com [silence]
02:00
Speaker 2
Want to create a new Wi-Fi password? Yeah, I know why you want to access to create a new Wi-Fi password. Okay. So let me create first a ticket for you. May I can have your first name and your last name? Okay. And your first name, ma'am is Jenny, right? J-E-N-N-Y. J-a-Me? J-Me. Okay, got it. And can I also have your email address?
02:00
Speaker 1
Yes. [silence] Uh, would that be the serial number or, [silence] okay. Uh, let me put you on speaker for a second. [silence] okay. So, the serial number would be 13J10606401600. [silence] Yes, that would be correct.
03:00
Speaker 2
Okay, so that's Jamie J one for 1997 at www.hotmail.com, right? Okay, and can I help map the model number of your LinkSYS device? Yeah, serial number will do. Can I have the serial number? Yeah maybe I can find... Okay. Okay, that's 1 3 J 1 0 6 0 2 4 0 1 6 0 0. Did I get it correct? [silence] Okay, now let me just... [silence]
03:00
Speaker 1
Okay, one second, please. I'm sorry. Can you repeat the question? Are -- were you looking for the model number? Okay. That would be WRT.
04:00
Speaker 2
Double check, if I can find the model number of this device. Oh yeah, I can find any information. Can you double check the model number? Yeah, on the device itself. It's located. on the sticker of the unit itself. Yes, the model number.
04:00
Speaker 1
1900 AC. My ISP is RCN. Yeah. Yeah, no problem.
05:00
Speaker 2
[silence] Okay. Okay, thank you very much for this information, ma'am. Yeah, that is correct, WRT 1900 AC. okay yeah, thank you very much for this information, ma'am. And also, ma'am, who's your ISP? RCNet. Okay. Okay, thank you very much for this information, ma'am. I may place this call on hold then. Just give me two to three minutes just to to verify the warranty status of your device and I'll get right back. Okay, just stay on the line. [silence] Hello, ma'am. Okay, thank you very much for patiently waiting and I do apologize for that long hold. Okay, ma'am, so upon checking our records, it appears that your device is already outside of its warranty period and also, ma'am, this device came to its end of support so unfortunately, we don't support this type of device anymore. So, I do apologize for that. So, what can I do, ma'am, like to assist you? I can send you, yeah, this, uh,
05:00
Speaker 1
Yeah, I guess that would be my next best, but. Yeah. Why don't you go ahead and email that to me? [silence]
09:00
Speaker 2
the Linksys networking networking guide so with this you can find your answers on how to like reconfigure the Wi-Fi settings of your Linksys router is that okay with you you're happy yes I will send this to you man by your email okay yeah please don't check now if you receive it I send I will send this email to Jamiej01997@gmail.com by the way number let me just edit the email I think I got it wrong Jamiej yeah you might not be able to receive this Jamiej o 1900857
09:00
Speaker 1
Let me see. Um, it's it's not coming in yet, but that's okay. Um, I can just, yeah, I can just wait. Oh, okay. Okay, yes, I see it. Mm-hmm. All right. Okay. All right. Thank you. You as well. Bye bye now.
10:00
Speaker 2
Okay yes so just follow the steps. Just click on the Linksys, home, the working guide. You see there the articles that might help you. And now too. That will help you now too. Reconfigure the Wi-Fi settings of your Linksys router. Okay? So. Okay. So once again ma'am, my name is Paul from Linksys Technical Support. Have a great day and play safe always. Bye bye. You are welcome. Bye bye.
11:00