V2 Rubric Detail — 61f1bcd8-70d1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:06
Duration
7m 20s
Contact
Warren Gosselin
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134838
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by citing warranty status and offering only an email instead of performing best-effort troubleshooting required for out-of-warranty devices, including guiding the customer through password recovery via web interface.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the app lockout issue, provided technically inaccurate information (wrong model number), and improperly dismissed the customer based on warranty status instead of delivering required best-effort support. No troubleshooting was conducted, and the customer was left without a working solution, constituting avoidance of support duties.

V1 Case Analysis

Customer locked out of Linksys app; requested password reset. Agent incorrectly stated WHW03 is no longer supported in app and that live support is unavailable due to out-of-warranty status. Sent email with web interface instructions but did not guide through proper recovery method. Issue not resolved.

Troubleshooting Steps
  • Collected customer name, phone, email, and serial number.
  • Attempted to verify product model (WHW03).
  • Checked warranty status in system and informed customer of out-of-warranty condition.
  • Offered paid-support option.
  • Sent email with instructions to access the router via web interface.
Key Observations
  • Agent incorrectly claimed the WHW03 is no longer supported in the Linksys app [05:00].
  • Agent falsely stated that live support is no longer available for out-of-warranty devices [05:00].
  • Agent failed to guide the customer through the correct password recovery method using the five-digit recovery key.
  • Agent did not confirm whether the customer could access the web interface or reset the password.
Positive Highlights
  • Collected essential customer information (name, phone, email, serial number).
  • Provided a self-help path by emailing web-interface instructions.
  • Maintained a polite tone and offered empathy at the start of the call.
Agent Errors / Gaps
  • Incorrectly stated that the WHW03 is no longer visible in the Linksys app due to firmware updates — this is false; the WHW03 is fully supported in the app.
  • Falsely claimed that live support is no longer available for out-of-warranty devices — paid support is available, but basic troubleshooting should still be provided.
  • Failed to use the proper password recovery method for the WHW03: the five-digit recovery key on the bottom of the router to reset the admin password via http://myrouter.local or http://192.168.1.1.
  • Did not verify that the customer could access the web interface or successfully reset the password.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent email instructions but did not resolve the app lockout or confirm access restoration; issue remains open.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps performed — agent did not guide password recovery or test access via web interface.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status and offered paid support with email guidance, but failed to deliver full best-effort resolution for password reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified app lockout symptom and collected model/serial, but did not diagnose root cause (e.g., forgotten password vs. app deprecation).
T2 Not Met Appropriate tools / resources used conf 90%
Did not use or guide access to the web interface (http://myrouter.local) as a diagnostic tool despite it being the correct path for WHW03v2.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'WHW033' and 'WHOB-03' instead of correct model WHW03v2; claimed live support unavailable due to warranty — contradicts policy which requires best-effort OOW troubleshooting.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction, set expectations about warranty and next steps, and closed politely.
C2 Partially Met Confirmed understanding conf 80%
Used clear language but did not confirm understanding of model number or ensure customer could locate correct info.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through by sending the promised email.
O2 Met Proactive follow-through conf 90%
Provided a clear next step: check email for web interface instructions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for warranty limitations but did not acknowledge customer frustration with being locked out of the app.
X2 Met Tone & rapport conf 85%
Maintained professional, calm tone throughout and matched customer pace.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model/serial details; agent could have guided direct recovery instead of deferring to email.
Call Transcript14 turns · 15 lines
Speaker 1
Welcome to Linux. okay and you wanted to zero out. yes I was I have this um link sys mesh system I got I think it was last year and I'm trying to um get the app and log into it but it said it locked me out so I don't know how I can because I wanted to so I was having some issues trying to get into to get into the app.
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. Hi, thank you for calling Linksys. This is. I will help you today.
00:00
Speaker 1
Issues, I wanted a reboot hit through the, the app and I couldn't it. Uh yes. Uh yes. First name was Warren. Last name's Lindsay G-O-S-S-E-L-I-N G no it's G-O-S-S-E-L-I-N. Yeah. Yeah. W-A-R-R-E-N two rs.
01:00
Speaker 2
I totally understand your concern Oswald but is this your first time calling us for support are you calling from United States may I know your first name and last name D-D-D-O-E-S-L-E-I-G-O-S-L-E-N and your first name spells as W-A-R-E-N okay thank you for that and your last name
01:00
Speaker 1
Yeah. Yeah. And you have an N at the end there? Mh for number. Yeah. Yeah. You're correct. Yeah. 734-968-4265. Okay. It's going to be Goslin, G O S S E L I N Warren, W A R R E N @yahoo.com. Um just just one. There's three, three meshes if you want to call three boxes.
02:00
Speaker 2
G for George, O literal for Sam, S for Sam, E for Edward, L for Lima, I for India, N for November. Yes. And your callback, just in case this call will disconnect.
02:00
Speaker 1
yes yep it's um two zero J two zero M three three B four nine four five nine. what's that now? Let me see. I don't see. I see. I got all these numbers like a name, a password, a mask address. Um, I didn't see a model number. I mean, look.
03:00
Speaker 2
Okay. can you please provide the serial number of the main router or the parent node? Okay, so the model number for linksys devices are WHW033. right? is the model number of your linksys devices are WHW033. Can you look on top? Yeah. Look for the model number, it is WHOB-03.
03:00
Speaker 1
Um, Spectrum. Okay, hang on, I can get you, uh, here that model number on there. It looks like it's, um, w, h, w, oh, let's see, oh, three, v, two
05:00
Speaker 2
And who is your internet service provider, sir? Okay. Okay. [silence] I see. Now, before we proceed, Warren, I would like to set an expectation regarding all the warranty status of your link is router. [silence] Since it indicates in our system that they are no longer under warranty. I really apologize that live support is no longer available. However, we have paid support. So I can still assist you regarding with your concern all about, but then you need to pay $15.
05:00
Speaker 1
Okay. I was just trying to get the password reset. Okay. Okay. Okay. I can try. Okay. Okay, let me check. Okay, I'm looking.
06:00
Speaker 2
And it's good. Okay. So first, I would like to set an expectation. So that due to the firmware updates, the WHW03 are no longer visible on the Linksys app. So better for you to access the web interface to manage your router settings. So I will send email instructions and how to access the web interface using your computer, or iPad laptop at your end via email. So kindly check your email if you received the link that I sent.
06:00
Speaker 1
Okay, yeah, I did receive that link. Okay. All right. Thank you. Appreciate it. You too. Bye.
07:00
Speaker 2
Okay. Just follow the instructions to access your router settings to manage it. So, thank you so much Warren, for calling us and have a great day. Bye for now. You're welcome. Bye.
07:00