V2 Rubric Detail — 56b77da8-6366-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 18:17
Duration
7m 11s
Contact
Eugene Suchyta
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132636
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet/Password incorrect
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided providing technical support or troubleshooting and immediately defaulted to a paid-service charge without attempting any resolution path.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-46.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provide accurate technical guidance, or demonstrate ownership, instead immediately proposing a $15 paid-support fee. No diagnostic steps were taken, no recovery options were offered, and the customer was left without a path forward, resulting in a complete failure to resolve the issue and triggering the Avoidance/Evasion auto-zero.

V1 Case Analysis

Customer unable to access router admin; default password not working; solid red LED; wants to disable Wi-Fi. Agent confirmed MX4200 model and serial, collected contact info, stated device is out of warranty, offered $15 paid support, created ticket LT00132636. No troubleshooting steps provided.

Troubleshooting Steps
  • Collected model, serial, name, email, ISP, and number of routers
  • Identified out-of-warranty status (agent statement)
  • Offered paid support and created ticket LT00132636
Key Observations
  • Agent did not attempt any standard password-reset or router-reset procedures despite clear opportunity (e.g., factory reset via 10-second press, default login URL http://myrouter.local or 192.168.1.1, default credentials).
  • Agent moved directly to paid-support upsell without verifying warranty status via internal tools or confirming model-specific support eligibility.
  • No empathy or acknowledgment of customer frustration was offered, despite customer expressing confusion and urgency.
  • Agent failed to confirm whether customer could access web UI or app before declaring login failure.
  • Call ended without summarizing next steps beyond ticket number, leaving customer with no actionable self-help path.
Positive Highlights
  • Collected full serial number, model, customer name, email, and ISP, which supports case tracking and follow-up [01:00–02:00].
  • Created a valid HappyFox ticket (LT00132636) and clearly communicated it to the customer [06:00].
  • Correctly identified that paid support may be required for out-of-warranty devices, aligning with policy.
Agent Errors / Gaps
  • Failed to provide basic troubleshooting steps (factory reset, admin login URL, default credentials) despite customer being blocked at initial access point [03:00–04:00].
  • Did not verify warranty status with internal tools before stating out-of-warranty [05:00].
  • Did not confirm the exact model family or topology (e.g., single node vs. mesh) before offering paid support.
  • Lack of clear next-step explanation beyond ticket number; no self-help resources, KB articles, or email follow-up offered.
  • Missed opportunity to guide customer through factory reset (10-second press) to restore access, which is standard for MX series.
  • Did not clarify whether 'setup Wi-Fi information' refers to Wi-Fi SSID/password or admin login credentials, leading to potential misdiagnosis.
  • Failed to mention or attempt access via http://myrouter.local or 192.168.1.1, both valid for MX4200 [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome — no troubleshooting, no login recovery, no factory reset, no bridge mode setup. Only offered paid support and a ticket number.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only about the LED color and prior troubleshooting, then immediately pivoted to a paid-support offer without attempting any diagnostic steps like checking recovery key, local access, or reset options.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., recovery key, factory reset, login guidance) and instead defaulted to a paid service with no technical attempt.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed — agent did not verify symptoms (e.g., confirm if recovery key was tried), did not explore root cause (wrong password, firmware issue, misconfigured SSID), and skipped logical steps.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., verify warranty status correctly, check admin UI, guide to recovery key) that were necessary to diagnose a login issue; relied solely on a payment prompt.
T3 Not Met No misinformation conf 95%
Provided no technically accurate information — never mentioned recovery key, default password, factory reset, or admin login methods. Only stated unverified warranty status and a $15 fee.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations or control the call — no roadmap, no explanation of process, abruptly introduced payment without context or transition.
C2 Not Met Confirmed understanding conf 92%
Did not adapt to customer’s confusion about mismatched Wi-Fi network names or password failure; used a transactional tone instead of clarifying or simplifying.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by shifting responsibility to a paid-support transaction instead of attempting to resolve the issue or guide the customer through self-help steps.
O2 Not Met Proactive follow-through conf 95%
Only provided a ticket number — no next steps, no timeline, no follow-up commitment, and no instructions for what the customer should do next.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred, and none was warranted since the agent never attempted troubleshooting that could have revealed a need for escalation.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy — did not acknowledge customer frustration, repeated confusion, or difficulty; responded with a detached, sales-like tone.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s pace or emotional state; continued with a rigid script despite customer’s hesitation and confusion.
X3 Not Met Overall experience conf 94%
Increased customer effort by requiring payment, offering no self-help path, and failing to use available information (e.g., model number, LED status) to reduce steps.
Call Transcript14 turns · 15 lines
Speaker 1
welcome to hi how are you today well I don't know I uh I'm trying to reset my router and I'm not sure I
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 product, please have your device serial number and contact information ready. If unabailable, 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 Gerald, looking out. I'm doing good, how are you doing?
00:00
Speaker 1
able to do that. I don't understand what's going on here. My model number is an MX 2400 or excuse me, MX 4200. The serial number is the serial number is 38U 10M37BA 28640. [silence]
01:00
Speaker 2
of the word, of the word. What is the serial number? All right.
01:00
Speaker 1
Yu jeen, E-U-G-E-N-E. Last name is sue hitta. S as in Sierra, U-C-H-Y, Y is in Yankee, T is in Tango, A. Y U J E E N.E S it is S U.C H W T at gmail.com. [silence] Xfinity. [silence] Total I have three.
02:00
Speaker 2
What is your first name and last name so I can create a record for you? And what is your email address? [silence] And who is your Internet provider? How many links to router do you have total?
02:00
Speaker 1
There's only one router that's plugged in right now. Looks red to me. Solid red. Well, um, all three of the routers were unplugged a few days ago. Um, and I decided I was going to try something else. So I plugged one router back in. And I have tried to log into it using the setup Wi-Fi information on the bottom of the router. And uh my phone and computer are giving me a different network than what's printed on the bottom. And I can tell you that the[ silence ]
03:00
Speaker 2
What's the light of the main router? What other troubleshooting you have done so far?
03:00
Speaker 1
password doesn't work. What I want to do is I want to get into the router. I want to keep the router functions, but I want to turn off the Wi-Fi. Yes. I can't seem to get into the router. [silence].
04:00
Speaker 2
So you're planning to set them on, bridge mode? Okay. All right. So I got the result of the serial number.
04:00
Speaker 1
[silence] will you be able to help me? Did you say $15.15?
05:00
Speaker 2
It's showing that your router, unfortunately, is out of warranty. And for out-of-warranty devices, if we're going to assist you with this, you'll be charged $15, non-refundable. Are you okay with that? I'm going to be transparent with you since I'm not sure what is a problem right now. I cannot guarantee that we can fix a problem. Fine. Yeah, it's going to last. [silence]
05:00
Speaker 1
Yeah, unfortunately, I don't have an hour right now. Well, what's looks like. I can, I can do that. Yep. Not a problem. Thank you very much. A ticket number? Oh, sure. Why not? L-t-s-0-0. Yep. Larry Tango Sam, 00132636. Got it. Got it. Thank you very much.
06:00
Speaker 2
One hour, one time. nonrepairable. Oh, that's okay. If you have time, I'm sorry. How was that? You want your ticket number? Sorry. All right. So I'll give you your ticket number is LT 00 Larry Tango Sam. And then 00 1 3 2636. That is correct. Yes. That's your ticket number. So when you call back, by the ticket number. Thank you for understanding. welcome
06:00