V2 Rubric Detail — 5d206cec-6b89-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 02:48
Duration
25m 56s
Contact
David Crouch
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134013
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7430_Wants to verify wi-fi password.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided resolving a core Linksys support issue (Wi-Fi password retrieval) within scope and transferred the customer to an external party (Windows) without justification.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve a basic Wi-Fi password inquiry despite having the model and serial number, instead deflecting to Windows support. No troubleshooting steps were executed, no tools used, and ownership was abandoned. The issue is well within Linksys scope per KB guidance, making this an unresolved case with critical avoidance.

V1 Case Analysis

Customer (David Crouch) with EA7030 router (serial 35L10M268A0578) unable to connect new Windows PC to Wi-Fi due to forgotten password. Agent collected info and initiated warranty lookup but incorrectly advised contacting Windows support. No Linksys-specific steps provided. Issue unresolved.

Troubleshooting Steps
  • Collected router serial number and model (EA7030).
  • Collected customer name, email, and phone number.
  • Initiated warranty status check.
  • Confirmed the Wi-Fi password is on the router label and working on other devices.
  • Asked if the computer is running Windows.
Key Observations
  • Agent correctly collected model, serial, and customer contact information and initiated a warranty lookup, following basic protocol.
  • Agent failed to provide any Linksys-specific troubleshooting, such as accessing the router admin page to view or reset the Wi-Fi password, which is a core capability per universal_password_login.md.
  • Agent incorrectly attributed a Wi-Fi password issue to Windows OS, directing the customer to an external support channel, which is factually wrong and violates technical accuracy.
  • Call ended with an invalid resolution path (contacting Windows) and a transfer, leaving the issue unresolved and the customer without actionable steps.
  • No attempt was made to verify case sensitivity, hidden characters, or guide the customer through correct entry on the PC.
Positive Highlights
  • Collected complete customer information: name (David Crouch), phone (141-776-69594), email (david@yahoo.com).
  • Successfully obtained and confirmed the router model number (EA7030) and serial number (35L10M268A0578).
  • Initiated a warranty status check as part of standard protocol.
  • Confirmed that the Wi-Fi password on the router label is working on other devices, correctly isolating the issue to the new computer's connection attempt.
Agent Errors / Gaps
  • Failed to guide the customer to access the router's web interface (http://192.168.1.1 or http://myrouter.local) to view or reset the Wi-Fi password — a core capability per universal_password_login.md.
  • Provided materially incorrect technical advice by stating the issue should be handled by Windows support, when the Wi-Fi password is managed by the router, not the operating system.
  • Did not confirm or assist with entering the password correctly on the Windows PC, such as checking for hidden characters, case sensitivity, or using the 'Show characters' option.
  • Did not offer any self-help path such as a KB article (e.g., universal_password_login.md) or email with instructions.
  • Ended the call with an invalid resolution, transferring to another department without ensuring the receiving team could assist.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue of retrieving the Wi-Fi password and instead transferred responsibility to Windows support, leaving the customer without a solution from Linksys.
R2 Not Met Diagnostic thoroughness conf 97%
Agent collected serial and model number but did not use them to guide troubleshooting; failed to direct customer to check router label or access router settings to confirm password.
R3 Not Met Correct resolution path conf 96%
The issue (Wi-Fi password retrieval) is within Linksys scope and commonly resolved via KB guidance; agent incorrectly treated it as a Windows issue without attempting standard Linksys procedures.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms beyond 'can't connect,' asked no diagnostic questions about error messages or network settings, and assumed the problem was with Windows without evidence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used—agent could have guided customer to http://myrouter.local to view SSID/password but instead deferred to external support.
T3 Met No misinformation conf 99%
Agent correctly stated that Wi-Fi passwords are case-sensitive and that the default password is on the router label—both factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent opened the call professionally and collected information, but lost control by prematurely transferring without confirming resolution path or setting expectations for transfer.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and was polite, but failed to confirm understanding when suggesting actions or during transitions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred the case to another department instead of owning the issue, despite having all necessary information to proceed with standard password recovery steps.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were provided—only suggestion was to contact Windows, with no timeline, ownership, or follow-up plan communicated.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first call; no prior history existed to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation to Windows support was inappropriate—this was not a valid escalation trigger as the issue falls under Linksys' self-service domain.
E2 Not Met Escalation prep & handoff conf 94%
Transfer was announced without explaining why, who the customer would speak to, expected wait time, or what outcome to expect.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained courteous and acknowledged customer frustration briefly ('I understand'), but quickly disengaged by deflecting responsibility.
X2 Met Tone & rapport conf 92%
Agent maintained a calm, neutral tone, matched the customer’s conversational pace, and avoided abruptness or technical overload.
X3 Not Met Overall experience conf 95%
Customer repeated serial/model details which were not leveraged; agent added effort by directing to external support instead of using available data to resolve locally.
Call Transcript19 turns · 19 lines
Speaker 2
Welcome to, 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 products, paid support, please have your devices 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.
00:00
Speaker 1
You know, I got a new computer and I'm trying to get my Wi-Fi number, you know, password. Yes, I've got it on my phone, I've got it on my TV, but I can't remember the damn password, or the darn password, sorry. Yes, it's antique-y. Uh,
17:00
Speaker 2
Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? [silence] okay, so you'd like to connect your new device to the Wi-Fi and it requires Wi-Fi password, right? [silence] All right. Got it. [silence] okay, no worries may I have the serial number of your Linksys router so that I can verify its Wi-Fi password and where to check it?
17:00
Speaker 1
This serial number is three five L 10 M 268A 0578. Uh, yeah. oh the address uh if I name no if I password no. Uh Oh the address. That was the serial number was right above the Mac address. Yeah this is the it says Mac address is
18:00
Speaker 2
mm-hmm mm-hmm all right and the model number showing at the bottom of the router may have it as well [silence] uh how about model number on that top of the MAC address it's it's usually in smaller text how about on top of the MAC address normally the model number it starts with letters then followed by numbers
18:00
Speaker 1
M AC and then it's got a dot, dot one above the other and another one. C, 4411 EBF DD B11. Uh-huh. I don't see where it says model number on it. No? Oh yeah, here it is. model number. Yeah, it's it's a sense. It is EA 7030. I don't think so. I probably called you. [silence]
19:00
Speaker 2
All right, thank you. And how about let's uh go to the corner top of that sticker or middle. Uh is there like a model number start with letter M or letter E for Echo? It's smaller text. Ah hi, okay. I love it. Uh-huh. All right, thank you. And is this your first time calling Linksys?
19:00
Speaker 1
Yes, my first name is David, D-A-V-I-D, last name Crouch, C-R-O-U-C-H, at yahoo.com, correct. Actually, the thing is
20:00
Speaker 2
Okay, no problem. Let me create a, create a record here. May I have your first name and last name? All right, thank you. And may I have also your email address? All right, thank you. And the phone number showing here on my system, is it, is this your phone number, 141-776-69594? All right. Thank you. And going back to your concern, while my system is checking the warranty status of your router, have you tried using the Wi-Fi password found at the bottom of the router?
20:00
Speaker 1
shit, hang on a second I mean, okay hang on, Wi-Fi address password, there it is yeah, it shows my password in here and it's working on my phone cuz it's the password I use on the bottom of the it's on the back of the router, you know Yes Uh Windows, but now it's got me doing something stupid, you know [silence]
21:00
Speaker 2
Okay, and just to verify, this new device, I I've I've I've mentioned it's a computer, right? It's a computer. Is it running in windows or Mac OS. Okay, because I I um if it's the same password that you use at the bottom of the route, it should work with your new computer.
21:00
Speaker 1
It's what now? Space sensitive? Well, I don't have any spaces on my yeah, my I don't have any spaces. My password, I've got two different lishi things, you know what I mean? And uh it like my phone, apparently is logged in. Can you see my lishi things or not? Okay. See, well I got two lishi accounts cuz I messed up before and uh this stupid fricking computer. I don't know how to use the damn thing yet. I'm trying to get back to the page that I was.
22:00
Speaker 2
make sure that you've entered the correct letters and numbers because it's case sensitive. it's uh case sensitive. or it not. we cannot see that. it will be it will be based on what you describe here over the phone. When you Okay, when you try to connect that device to this Wi-Fi, is there any error message?
22:00
Speaker 1
hang on. How do you My old computer had a Wi-Fi or button on the bottom? I don't see a Wi-Fi on this one. needs that. Nope. needs that. No. Yes, they're both Yes, they're both Windows. Okay.
23:00
Speaker 2
Okay, that other computer of yours is it uh Windows also, running in Windows? Okay, I think there's a way but I'm not trained for that. David, I would highly suggest you can contact Windows or search via like uh Google or over the internet, how to check the network security key. The term for the Wi-Fi password for Windows is network security key. You can check how to check on its settings the network security key.
23:00
Speaker 1
it is a yeah Apple iPhone well I and I and it does but this new computer I don't know the that it yeah it's probably not on your end it's probably this damn computer that I ain't figured out if I could throw it through the phone to you I would you know
24:00
Speaker 2
And you can also, since you have connected device like your smartphone, do you have your- your smartphone, is it an iOS or an Android? [silence] Okay, there's actually also- it's an Apple. [silence] There's actually a Wi-Fi, uh, that you can check your Wi-Fi password as well on your smartphone. [silence] You can actually, I think. Uh-huh. [silence] I would suggest, you can actually call Windows. I understand. You can actually check with Windows on what's going on with that computer since it's new, so that they can assist you how to further troubleshoot and connect it to the Wi-Fi. Since we've been able to verify that all your devices are connecting to the same Wi-Fi network. So I would really recommend to call Windows so they can further assist you with this. And let me just transfer you to another department so they can give you further call about this. I will be also reaching out with you guys after to make sure that this is being resolved quickly. Thank you.
24:00
Speaker 1
right. Yeah. Yes. Okay. Okay. Yeah, cuz my internet's working but I can't get it set up on this computer and I think it's all me, so, yes. I agree with you 100%. You know. No, no, that will be all. Thank you. You too. Thank you very much. Bye bye.
25:00
Speaker 2
All right. That should be your next route, David, to check with Windows, how to further check your computer and troubleshoot with its Wi-Fi.. All right.. Mm-hmm.. alphabet. All right, and anything else that I can assist you with,Linksys? You're most welcome. Once again, David. Thank you for calling linksys and have a wonderful night. good night.. Goodbye. [silence]
25:00