V2 Rubric Detail — 5dddba36-6f76-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 02:42
Duration
12m 54s
Contact
Paula Irion
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134561
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 - no internet
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided on-call troubleshooting by deferring to email despite a simple, resolvable issue (password reset via factory reset), which constitutes evasion of direct resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, provided technically inaccurate information about WAN connectivity, and evaded resolving a straightforward password reset issue by deferring to an email. Despite recognizing the device was out-of-warranty, no best-effort steps were executed during the call, and the customer was left without immediate resolution, constituting avoidance and technical inaccuracy.

V1 Case Analysis

Paula (rion@gmail.com) forgot Wi-Fi password on EA8300 (S/N: 21P10C68704768), out of warranty since 2018. Agent will email password reset instructions. Contradictory guidance given about physical connection requirements.

Troubleshooting Steps
  • Collected serial number and model number
  • Confirmed out-of-warranty status
  • Offered to email password-reset instructions
Key Observations
  • Agent provided materially incorrect technical advice: claimed EA8300 can be initially configured wirelessly without a physical Ethernet connection to the modem, contradicting KB guidance (EA Series requires wired connection for initial setup).
  • Agent gave contradictory statements: first insisted on physical connection [08:00], then reversed position [11:00].
  • No valid troubleshooting steps (e.g., factory reset, admin login) were performed or guided.
  • Agent failed to verify whether customer could access router admin interface (http://192.168.1.1 or http://myrouter.local).
  • Long hold period (2 minutes) without explanation or update.
Positive Highlights
  • Collected correct model number (EA8300) and full serial number (21P10C68704768).
  • Correctly identified and communicated that the device is out of warranty (since 2018), setting appropriate expectations.
  • Offered to send detailed password-reset instructions via email, providing a next step.
Agent Errors / Gaps
  • Stated at [11:00] that the EA8300 does not need a physical connection to the modem and can be set up wirelessly. This is factually incorrect per the EA Series KB: initial setup requires a wired Ethernet connection from modem to router's WAN port.
  • Provided contradictory guidance about physical connection requirements, creating confusion.
  • Failed to guide customer through factory reset — the only valid method to recover a forgotten Wi-Fi password on an EA series router (per ea_series_password_login.md).
  • Did not verify if customer could access http://192.168.1.1 or http://myrouter.local to check or change Wi-Fi password via admin interface.
  • Mis-spelled customer's email as 'Paula.R.IRion.gmail.com' instead of rion@gmail.com.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to email instructions but did not resolve the password issue during the call or confirm access; outcome was deferred and unverified.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — no reboot, no factory reset guidance, no login to router interface, no verification of current settings.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and opted for best-effort support by offering instructions, but failed to attempt on-call resolution before deferring.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., LED status, connection method, prior resets) and skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools — agent did not guide customer to access http://192.168.1.1, check firmware, or perform factory reset; relied solely on verbal description.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated router can work wirelessly without physical WAN connection — all Linksys routers require Ethernet WAN connection to modem/ONT.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure, had excessive filler ('okay'), unexplained silences, and no clear transitions or expectations beyond email timeline.
C2 Not Met Confirmed understanding conf 90%
Agent failed to adapt to customer's legal blindness — gave no verbal clarity, did not simplify steps, and provided inaccurate technical info.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took ownership by collecting email and committing to send instructions, but closed call without ensuring resolution or follow-up mechanism.
O2 Partially Met Proactive follow-through conf 85%
Agent set vague next step ('5 to 10 minutes') without confirmation of receipt or action required; no callback or reconnect commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a forgotten password issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer’s frustration or visual impairment; remained transactional and dismissive.
X2 Not Met Tone & rapport conf 90%
Agent used repetitive, disengaging tone with no adaptation to customer’s pace or comprehension checks.
X3 Not Met Overall experience conf 90%
Customer repeated serial number, waited on hold, and was forced to wait for email instead of receiving immediate reset steps.
Call Transcript16 turns · 19 lines
Speaker 1
Paul. I have a Linksys device that I've had for quite some time.
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.linxis.com. Please have your device Serial Number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, 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. and you're calling [inaudible] me, and is Nathan. You know who I'm speaking? Paula. Yes, Paula. How can help?
00:00
Speaker 1
[silence] my Spectrum, [silence] they sent me a new box. [silence] I connected it. [silence] And then now I can't get into my wireless even though my Linksys shows that it is working. [silence] But I don't [silence] I don't remember the password. [silence] I I have the SSID [silence] but I [silence] I've changed the password too many times and didn't write it down. [silence] So, I was wondering if I could have access to my password if I give you my SSID. [silence] Okay, it's going to take me just a second because it's written really small and I can't like [silence] I'm legally blind, so just a second. [silence] Can you can you hold on a minute?
01:00
Speaker 2
I'm sorry, I didn't quite catch that. Could you please repeat your question?
01:00
Speaker 1
Okay. bow. I'm gonna have to put the phone down to find it. Okay. Okay. Okay, you want the serial number? Okay, you want the serial number? Okay, I had to take a picture of it, so just a second. Okay, the serial number is two one.
02:00
Speaker 2
Yes, please. Yes, please. Go ahead.
04:00
Speaker 1
P, as in Paula, 10, C, as in cat, 68, 704 768. Is it E A8300? Okay. Yes. Yes.
05:00
Speaker 2
do you see the model number of the device? yes that's it so you have this device for quite some time now since 2017. hmm [silence]
05:00
Speaker 1
on yes it's Paula dot Or dot AREON
06:00
Speaker 2
All right. What is the color of the light on the device, Maula, on the E? I see yeah, orange. Mm. Two options for you. You may be able to recover the router and restore it. You need to reinstall it and uh, I can give you the instruction via email. Apologies that your router is already out of warranty since 2018 that was probably eight years ago. Hmm. But, okay. Can you give me your email address? I'll send it through here. The instruction. You
06:00
Speaker 1
Rion at gmail.com. Yes. Okay, that's fine. Okay, and then no. [silence]
07:00
Speaker 2
Femal_A: Okay. Paula.R.IRion.gmail.com. Here you are. correct? Correct. All right. Give me five to ten minutes after this call. Paula, I will write the instructions, details, step one, two, three, Dots. It's easy to follow. Now, if, just to set an expectation, if the router doesn't work, you know you need to replace the router. It's too old already. But if successfully, you can revive this one, it will give you another year or two, but you still have to replace it eventually. Right? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right, then. You can receive email through your phone, right? I will send it to you. Anything else I can help you with? Okay. Yeah. All right. See ya. Bye. Bye. Bye. Bye. Bye. Okay. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Femal_B: Did you find our test?
07:00
Speaker 1
No, the router's not connected to the modem because it's wireless. So how do I connect it? I've never, I've never connected it. No, it's just set next to the modem the whole time. Okay. Okay.
08:00
Speaker 2
just to make sure that just to make sure that we are physical connection are valid. The router is connected to which from the modem. And the router at the back, there should be cable coming from the modem device. It goes to at the back and take a look at the internet port, right? It has to be connected. Otherwise, it will not work. All right. Okay. Let me verify if this is possible. Okay, don't. [silence] Hd class 8300. Can you give me a minute? I'll go to the lab. Let me, uh, just check the device itself. I'll be back. [silence] Hi, Faulkner. Thank you for waiting. Yes. You don't need to you you don't need to connect it physically. It is possible for wireless. All right. So we good. Okay. I'll send you the instruction. Give me 5 to 10 minutes. Your cell already. You don't have to do anything.
08:00
Speaker 1
okay, well, um, the only thing that I'm worried about is, um, putting in my password, because when I do my Roku, it, it wants a password, and will I get a password in my email? Will I get a password reset? Oh, okay. Okay. Good, because I have a book now. So I can write all my passwords down and stop this stuff. okay. Well, thank you. Have a good evening. Okay. Bye.
12:00
Speaker 2
on the physical side, let's wait for instruction in the email and.settings. but I I Like where you will create your own you will create your own email a password. You don't keep password, so you have to create your own it will be an instruction. you can. can I? sure, sure, sure. alright good luck Paula. you too. It. Good night gang bye. Bye for now.
12:00