V2 Rubric Detail — 56d885ae-761f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:07
Duration
5m 43s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135631
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password Issues_WRT3200ACM
⚠ 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
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.0% (+17.0)

V2 Grader Summary

The agent correctly identified the WRT3200 ACM as a legacy end-of-life device with no recovery key and appropriately advised a factory reset as the only viable path. While the solution was technically sound and led to resolution, the agent missed an opportunity to guide the customer through local login via http://192.168.1.1 before concluding reset was necessary, affecting R2, T2, and X3. No critical failures were present, and the customer accepted the proposed path forward.

V1 Case Analysis

Customer unable to log into Linksys app for WRT 3200 ACM; advised that legacy router is not app-compatible and to perform a factory reset via computer.

Troubleshooting Steps
  • Verified router model (WRT 3200 ACM) and identified it as a legacy device.
  • Explained that legacy routers are not compatible with the Linksys app and lack a recovery key.
  • Recommended a full factory reset via a computer to regain access.
Key Observations
  • Agent correctly identified the WRT 3200 ACM as a legacy device incompatible with the Linksys app (transcript [03:00]).
  • No troubleshooting was performed to check if the router was accessible via web UI (http://192.168.1.1) before recommending a full reset.
  • Warranty status and support eligibility were not discussed, despite the product being end-of-life.
  • Serial number was mentioned but not verified or used for warranty lookup (transcript [02:00]).
  • No step-by-step reset instructions were provided (e.g., hold reset button 10–20 seconds).
Positive Highlights
  • Correctly identified the device as a legacy router and clarified app incompatibility (transcript [04:00]).
  • Provided a clear, concise next-step recommendation (factory reset).
  • Maintained a polite and professional tone throughout the call.
  • Accurately explained that the WRT 3200 ACM does not have a 5-digit recovery key.
Agent Errors / Gaps
  • Did not verify whether the customer could access the router’s web interface before recommending a factory reset.
  • Failed to check warranty status or discuss support eligibility for an end-of-life product.
  • Did not provide detailed factory-reset procedure (e.g., duration to hold reset button).
  • Did not confirm serial number format or use it for warranty lookup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent advised a complete factory reset and setup from scratch as the only viable solution for the legacy WRT3200 ACM, which the customer accepted.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model and serial numbers and identified the router as legacy, but did not attempt any local-login troubleshooting via http://192.168.1.1 before recommending reset.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT3200 ACM as end-of-life with no recovery key and selected factory reset as the appropriate path, consistent with legacy device handling.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked for model and serial numbers, recognized the symptom (password not working, no hint), and concluded root cause (legacy device without recovery key).
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not suggest or attempt local web interface access (http://192.168.1.1), a valid troubleshooting step for this model; reliance on verbal diagnosis alone was incomplete.
T3 Met No misinformation conf 98%
All technical statements (legacy status, no recovery key, factory reset required) are accurate per KB and product documentation.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained call control, asked relevant questions, provided clear guidance, and closed professionally without losing direction.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and adapted to the customer’s self-identified low technical level effectively.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and delivered a concrete next step (factory reset and setup).
O2 Met Proactive follow-through conf 93%
Agent gave a clear next step: perform a full factory reset and set up the router again from scratch.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 with standard guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite and thanked the customer but did not explicitly acknowledge frustration or show strong empathy beyond generic courtesy.
X2 Met Tone & rapport conf 92%
Agent matched the customer’s pace and non-technical level, used accessible language, and maintained engagement throughout.
X3 Partially Met Overall experience conf 87%
Agent did not explore local login (192.168.1.1) before recommending reset, resulting in potential unnecessary effort for the customer.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, our call may be monitored. For answer or in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Links. Please have your device serial number ready. For assistance, press 1. For out of warranty products, paid support may be available depending on your issue. To hear more about [silence], please have your device's serial number and contact information ready. If available, kindly call back later. For out of products, [silence]. Yes, [silence]. Thank you for calling. My name's Van and I'll help be today. I
00:00
Speaker 1
Gitting onto my Linksys account. My cellphone. Yes. It's not recognizing any of my passwords and it's telling me I don't have a hint, yet I have one written down. Um, and so I reset the password a couple minutes ago and then it told me it was the wrong one and wants a, like a five-digit code, but I don't have it says that it's on the bottom of the router, but I'm not finding one. Not a five-digit. Um, uh,
01:00
Speaker 2
where do you currently. log into the account as well, is it on a laptop, or a cellphone? are you using the Linksys app?
01:00
Speaker 1
The Ellensky zero three nine three one. WRT 3200 ACM. Yeah. I'm not technically inclined. Sure. Let's see here. It is one nine eight one zero seven.
02:00
Speaker 2
the model number there should be a model number for the router. WRT 3200 ACM thank you so much. Thank you so much for patiently waiting. This specific unit, can you provide me the serial number as well? [silence] [silence] so upon double checking with the current model that you have which is a WRT 3200 ACM. This is what we call a legacy router. To confirm also were you able to manage it before using the app?
02:00
Speaker 1
But there's like no lights on any other time. So, I mean, I never know other than by my phone if there's even power on to it. It's old. I've had it for quite a while. Okay. Oh, okay. Okay. [silence] Okay, okay.
04:00
Speaker 2
All right. Thank you so much for that one. Uh once again, this router is considered as a legacy router and this unit has already been considered as an end of life product. The unit has doesn't have any kind of recovery key that's being required on the Linksys app. In other words, this unit is not built to be accessible on the Linksys app, but rather just on a a laptop or a computer. Since the password that you have seems to be not working, the last option that you can consider is a complete factory reset and setting up the router all over again from scratch, treating it like it's your first time having the unit. That's the only way for this model.
04:00
Speaker 1
Okay, uh, yeah, I, I have a laptop. I hear the battery died in it and, you know, then I got a smartphone and I just haven't used it. So, I probably did have it set up on my laptop initially. But I, I did put it, the app on my phone, so I didn't realize that it was gonna be a, you know, having to totally reset it up. Okay. Um, okay. I guess that's what I'll do then. I'll, um, see if that works. Huh. Thanks. You too. Bye-bye.
05:00
Speaker 2
uh-huh all right thank you so much for calling Linksys as well take care and have a great day bye
05:00