V2 Rubric Detail — 5ab176ae-70c0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:04
Duration
6m 28s
Contact
704-798-7493
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent dismisses unresolved issue with minimal effort, fails to escalate, and abandons customer after frustration is expressed.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to identify the router model, dismissed the recovery-key option with incorrect technical claims, and defaulted to a factory reset without proper troubleshooting. After the customer expressed frustration, the agent offered no empathy or escalation, effectively abandoning the case. Multiple critical failures in protocol, accuracy, and customer experience resulted in a complete failure to resolve the issue.

V1 Case Analysis

Customer unable to access router admin due to forgotten password. Agent provided incorrect IP (192.168.201), falsely claimed no recovery key exists, and gave contradictory reset advice. No resolution achieved.

Troubleshooting Steps
  • Suggested accessing router via 192.168.201 (incorrect IP address per KB).
  • Suggested trying myrouter.local (correct but not emphasized).
  • Advised factory reset without correct procedure or warnings.
Key Observations
  • Agent provided incorrect local IP address: '192.168.201' ([02:00]) — KB states correct addresses are 192.168.1.1 or myrouter.info/myrouter.local for SPNM/LN series.
  • Agent falsely claimed 'reset option is not available' and 'there's no recovery key at all' ([01:00]), directly contradicting KB documentation for SPNM60/62/LN1600 series routers.
  • Agent contradicted themselves by later advising a factory reset ([02:00], [03:00]) without providing the correct procedure or mentioning the five-digit recovery key method.
  • No model number, serial number, or recovery key information was collected, violating basic protocol.
  • No empathy or apology was offered after customer expressed frustration ([06:00]).
  • Call ended abruptly without resolution or next steps after customer insult ([06:00]).
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided wrong IP address: '192.168.201' instead of 192.168.1.1 or myrouter.info ([02:00]).
  • Falsely stated 'reset option is not available' and 'there's no recovery key at all' ([01:00]), directly contradicting KB documentation for SPNM/LN series routers.
  • Contradicted themselves by later advising a factory reset ([02:00], [03:00]) after claiming it was not available.
  • Failed to collect model number, serial number, or verify device type, missing essential protocol steps.
  • Did not mention the five-digit recovery key method, which is the correct non-destructive recovery path for SPNM/LN series routers per KB.
  • Did not provide correct factory reset procedure (hold reset button 10-20 seconds until LED changes).
  • Failed to acknowledge or de-escalate customer frustration ([06:00]).
  • Ended call without resolution or next steps after customer expressed anger.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolves login access; customer remains locked out despite attempted fixes.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skips diagnostic questions (model, firmware, recovery key) and immediately defaults to factory reset.
R3 Not Met Correct resolution path conf 96%
Agent recommends factory reset without first offering non-destructive recovery-key method, which is standard on all current models.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent assumes 'old series' without asking for model or checking symptoms; no root cause identified.
T2 Not Met Appropriate tools / resources used conf 94%
Agent fails to use correct local URL (e.g., myrouter.local), verify recovery key, or check model-specific access paths.
T3 Not Met No misinformation conf 97%
Agent states 'no recovery key at all' and suggests invalid IP '192.168.201', both factually incorrect per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempts to guide but repeats ineffective advice and fails to control call direction after customer frustration.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple terms but provides inaccurate information; does not confirm understanding or adjust after failed attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent dismisses issue as unsolvable without ownership; offers no follow-up or accountability.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timeline; only vague suggestion to reset with no support path if it fails.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent fails to escalate despite providing incorrect guidance and being unable to resolve access issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent ignores customer's explicit frustration ('load of fucking help') and offers no empathy or apology.
X2 Not Met Tone & rapport conf 94%
Agent continues with scripted responses despite customer irritation and failed attempts.
X3 Not Met Overall experience conf 95%
Agent forces full factory reset and repeated troubleshooting, increasing customer effort unnecessarily.
Call Transcript14 turns · 14 lines
Speaker 1
Yes. So I was going to update. Check to see if my everything's updated on my linux and I can't get into my account. It won't let me I have no I have no clue how to get back into it.
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 1 now. For out of warranty, 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 Ma. How can I help? Okay. Regarding that you cannot log in anymore using your account.
00:00
Speaker 1
every time I do that, I don't know the password and it asks me for a key, and there's no key on the bottom of it. [silence]
01:00
Speaker 2
Since our router doesn't have any cloud access anymore, it cannot be accessed remotely, therefore, you need to log in using router password only. If you're trying to access using your email, that will not really gonna work. If you're using the app, below the email and password, there should be option to log in using router password. And that's the time you can get into it. Router password. Okay. If there's no key that you can find, that means you're using our old series of router. If that's the case, you need to reset and reconfigure the router in order to log in. That's gonna be the only option. For all the routers that we have, the reset option is not available. There's no recovery key at all. [silence]
01:00
Speaker 1
Okay. So there's no way to do it on an app or anything. Okay. All right, so I just have to go on the regular website to do that?
02:00
Speaker 2
Hey there, I guess I wanted to log in, you have to read start or reset the route completely after. But just to let you know ahead, if you reset your router, you will lose your internet connection. Once it's properly set up, it will go back online. That's what will happen. Oh no, since the router password you tried is not working, therefore, you need to log in and I mean to reset the route instead, and you can get into its settings after. Yeah, since you have our old theory, 192.168.201 should work.
02:00
Speaker 1
all right, well, I tried it too, and it still won't let me get into it. Okay, yeah. yeah, I tried that and it does not work. What I'm asking, what I said, I can't get into it at all. [silence]
03:00
Speaker 2
It's still a router password, correct? Okay, yeah, no matter what device or what application you use, the app or the local log in, if you're stuck two router pass road if it's not it's not really working the only option is to reset the router and to set it up again no other solution since it's already the admin password that was forgotten. Okay if. [silence]
03:00
Speaker 1
right. I can't I won't. yeah. yes. won't let me. I said there's no good. Oh see only look it back up. let's see. [silence]
04:00
Speaker 2
You can't really log in, like, you cannot access the log-in page asking for a router password.
04:00
Speaker 1
[silence]
05:00
Speaker 2
and it's still not working 192. yeah 192.168 that one that one
05:00
Speaker 1
Oh, you've been a load of fucking help. I appreciate that.
06:00
Speaker 2
[silence] That's it actually. [silence] If that will not work, you can try myrouter.local. As I don't have any other questions. any other concerns.
06:00