V2 Rubric Detail — 630864cc-6380-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:24
Duration
33m 33s
Contact
Paulette Thomas
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132689
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT54G2_Wants the Wi-FI password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion (critical failure B) by refusing to provide direct assistance for a solvable issue, falsely citing 'end of support' as a reason to disengage, in violation of OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot, incorrectly declared the device out of support, and abdicated responsibility by redirecting the customer to self-service. No technical, communication, or ownership standards were met, resulting in an unresolved case and a critical avoidance failure.

V1 Case Analysis

Customer unable to recall Wi-Fi password for WRT54G2 router; agent misidentified model as WRT-5554-G-2, incorrectly claimed end-of-support status, and provided no concrete recovery steps beyond directing to support.linksys.com.

Troubleshooting Steps
  • Collected model and serial number (though model was misidentified).
  • Incorrectly declared router 'end of support' without verification.
  • Directed customer to support.linksys.com and AI tool without specific guidance.
Key Observations
  • Agent misidentified the router model as WRT-5554-G-2 instead of WRT54G2 [21:00].
  • Agent incorrectly stated the router is 'end of support' without verifying warranty or support eligibility [26:00].
  • No concrete password recovery steps were provided despite KB-supported methods (e.g., checking connected devices, default password, or reset).
  • Customer struggled to navigate the website and was left without clear direction [28:00–30:00].
  • Long silences and poor call control observed [25:00, 29:00].
Positive Highlights
  • Collected serial number from the customer [20:00].
  • Attempted to confirm customer's name and email [22:00].
Agent Errors / Gaps
  • Incorrect model identification (WRT-5554-G-2 instead of WRT54G2) [21:00].
  • Incorrectly stated router was 'end of support' without verifying warranty status or consulting KB [26:00].
  • Failed to provide any model-specific password recovery guidance (e.g., checking connected devices, default password on label, or reset procedure) [23:00–24:00].
  • Directed customer only to generic support site and AI tool without actionable steps [26:00–31:00].
  • Poor communication: long silences [25:00, 29:00], unclear website navigation guidance, and lack of empathy.
  • Did not confirm whether customer had access to a connected device that could reveal the Wi-Fi password [24:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer never retrieved the Wi-Fi password; agent provided no direct resolution, only redirected to self-service.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps attempted (e.g., checking admin login, factory reset, or connected device password recovery).
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed 'end of support' and refused assistance, failing to offer even best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not diagnose root cause—did not verify if password was changed, if router settings were altered, or if device cache could help.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., admin UI access, remote support, or KB article guidance) despite the issue being resolvable via documented methods.
T3 Not Met No misinformation conf 98%
Agent stated Linksys 'will no longer provide any technical assistance' for legacy routers, which contradicts OOW best-effort policy in v3 rubric.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations or maintain control—allowed call to drift and ended without confirming resolution path.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted responses without adapting to customer confusion about website navigation or search terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided responsibility by directing customer to website instead of attempting resolution or escalation.
O2 Not Met Proactive follow-through conf 95%
Only vague instruction to 'go to support.linksys.com' with no specific next step, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent did not escalate despite being unable to resolve the issue and knowing the customer was frustrated and confused.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy—did not acknowledge customer frustration ('I'm not thrilled about it') or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent continued with generic instructions despite clear signs of customer confusion and difficulty navigating the site.
X3 Not Met Overall experience conf 96%
Customer was forced to search the website independently, repeating effort and increasing frustration unnecessarily.
Call Transcript29 turns · 32 lines
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 products, paid support may be available depending on your issue. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
I asked you yes. I do What are you doing squeaking down there. Hi Carla, my name is Paulette and I am having trouble uh finding uh refinding my password uh to get into my link side. Uh can you help me? No, it's, as far as I know, it's the pass regular password, the Wi-Fi.
03:00
Speaker 2
Thank you for calling Lincy's designer Carlo, how may I help you? Okay, ma'am. So, um, is it the Wi-Fi password, ma'am, or is it the router password? Okay, so before we
19:00
Speaker 1
This is the first time. Yes. Hold on. All right. So the the model number is WRT 5, hold on. WRT 54, I think it's a 62 or a G2. V1 yeah. V1.5. Serial number is CSV21 J940.
20:00
Speaker 2
continue ma'am. Um, let me just create a record for this. Have you called linksys before or is this the first time? Okay. Can you have, uh, the model number and, serial number of your router? Okay. G2. Okay. How about the, um, serial number?
20:00
Speaker 1
correct.
21:00
Speaker 2
All right. So again, the router is model WRT-five-five-four-G-2, and then the serial number is that C for Charlie, S for Sugar and then let's V for Victor 21, J, John, nine-nine-four-zero-three-seven-zero. Correct? Okay. And who's your internet service provider? Okay, I'm going to have also your phone number, ma'am. And your name is Paulette or Paulette.
21:00
Speaker 1
Paul at with a P. Right. Tom is T-H-O-M-A-S. Email address is T as in tom. I forgot, okay. Hold on. T and then P, my first name, P-A-U-L-E-T-T-E 42 at Yahoo. Okay. Correct.
22:00
Speaker 2
Okay, it's P-A-U-L-E-T-T-E. Okay. And how about your last name? Okay. And how about your email address? [silence] Okay. So the email again is T4 Tangeau and then first name Pauletteспортo@yahoo.com, right? Okay. And you want the password ma'am, is it like Wi-Fi password or?
22:00
Speaker 1
Yeah. Wi-fi, wi-fi. Wi-fi. Yeah, I can't. Yep. Go ahead. This, yes. A phone. Well, I'm currently connected to it through my phone. Um, but I forgot the, the password is not coming. I can't get in it. I can't link it to my phone because I don't have my password. I don't remember it. It's uh I 15.
23:00
Speaker 2
okay um so you work okay you can't you're trying to connect a wireless device like a phone or a tablet okay um do you have a device that is already currently connected to your network? Mhm. okay your phone that is currently connected to the network ma'am what's the uh uh is it iphone is it android okay um
23:00
Speaker 1
Well, it depends. I use the mobile data, but I also use links when I kind of run out of the uh, you know, my data, um, you know limit. So, uh, yeah, that's I can't get in. Um, let me just look at something here. Give me a minute here. Okay. So when I go to my settings and I hit uh Links I, okay? It's listed on my networks. Hold on. Um, it has a password there. But the problem is, it's all like in little stars and I don't know the right one. Like it says auto join and then it says his word. Oh, that's not the password.
24:00
Speaker 2
But right now, the phone is wireless connected, not using the mobile data, right? Hmm.Hmm.
24:00
Speaker 1
The configuration, you know, it has all these different things in there. Um... So that's what I'm saying. I don't know what... why and how to do this again. I mean, it's not... I usually, I'm always hooked up on it. But for some reason, I'm not now. So, I don't know what to do. Yes, I'm connected to spectrum mobile. I have spectrum mobile as my, as my, as my, my network, as my Wi-Fi. As well. But sometimes I want to use my link side. But when it asks me for a password, it keeps telling me it's the wrong one. Incorrect password. It comes up.
25:00
Speaker 2
So, on your Wi-Fi right now, on your phone, it's not connected to any network. Okay. Okay. But when you go... Okay. All right. Because could be that there are settings on your router right now, ma'am, that was changed. [silence] Or probably someone changed, okay? That's why the password that you're using is no longer working, okay? But before we continue, ma'am, for any troubleshooting, um, based on the serial number that you provided and as well as the model number of your router, this router that you have, ma'am, is one of our older, old routers. It's one of our legacy routers. Um, this router, ma'am, is already an end of support router. Um, end of support means, um, Linksys will no longer provide any technical assistance or technical support. Okay? But you don't need to worry, ma'am. If you don't have internet connection, you can go to our, um, our support site. It's support.linksys.com, where you can check articles on how to check what is the Wi-Fi password. And we do have also an AI tool.
25:00
Speaker 1
Okay, so you think help me with that? Okay, so I'm in the link so I support, ah, yeah. So, where do I go when I get to your, your uh, website?
27:00
Speaker 2
Yeah. Is there an AI agent that can also further assist you on how to check the Wi-Fi password? As much as I would like to walk you through how to check the Wi-Fi password, but since your router is already end of support. A link will no longer provide technical assistance for that. You go to support.linksys.com okay. You can type there under like enter keywords or model number. You can then type there Wi-Fi password, it will give you articles related to Wi-Fi password or you can choose or can select that
27:00
Speaker 1
Okay, wait a minute. Now, how do I say uh, okay. Where do I go uh, okay. I'm look trying to look up the website. I'm on the Linksys uh do I go uh Yahoo Scout Linksys router, Linksys WiFi extender Linksys router setup, Linksys support, which one do I hit here? Linksys okay, and this is the one smart WiFi, right? No? Okay, hold on. Support at oh, hold on.
28:00
Speaker 2
I think our icon is the one on the right lower right hand side corner, like a blue circle with a white smiley on the middle. um, they go to support, ma'am, linksys.com, linksys support. I know, ma'am, it's linksys support. Oh, no? Did you type in there on the address bar, support.linksys.com? [silence]
28:00
Speaker 1
Give me a minute here. is this not cooperating with me? support at link yeah. Yeah. Support at you said. Right? Oh support.com support.com hold on support.com. Uh huh? Support.com. What is it? Okay. Got it. And then I hit the home page or.
29:00
Speaker 2
[silence]
29:00
Speaker 1
I could go into / da. Okay. I I went into the. All right. That's, where I was a minute ago. Where do I go now? Well, it, it's, it's bringing me to, um, https://support.linksys.com home page and there's all underneath stuff product overviews. Uh, sorry about my throat. Yeah. signal strength, common wi-fi issues. Yeah. That's what say.
30:00
Speaker 2
Okay. Okay, yes. You can, they're, um, you consider set up installation, log in, and password, connectivity, advanced configurations. Is that what you're seeing right now? Um, is that, um, you should see their links support, right?
30:00
Speaker 1
I do. Yes. Yes, I see the blue circle. Yes. Okay. Okay. Okay. If you're not sure, model number, choose the other language. Okay. So I just have to put my model number in. Okay. All right. Thank you. I'll go ahead and
31:00
Speaker 2
Okay, try to check on the lower right hand side corner. Can you see there like a blue, uh, circle? Okay, then there's a smiley face in it, right? Okay, when you click on that, that is the Linksys AI tool that you can use man. Okay, so um, like, um, that can give you also um inspections and how to access the, um, or how to track what is the Wi-Fi password. Okay? Mhm. Yes.
31:00
Speaker 1
set it up, Ma'am. I'll go ahead and go, because you can't help me. I have to go through doing it this way. I'm not thrilled about it, but that's a WR, right? WRT 54G, right? Ma'am? 54G, right? Okay. And then it's V1. Yeah, V1 V1 5. Okay. All right. A new connection. I can now help you configure the router head device trouble shoot these in many different languages.
32:00
Speaker 2
Yes, WRT-54G-2.
32:00
Speaker 1
I need, this, good, right, yeah, okay, I, just gosh, right, need my Wi-Fi, sorry, math, right, yes, yes, right, yes, bye bye.
33:00
Speaker 2
All right, so you can just, um, go ahead. Yes ma'am, you just type in there your questions, your curious, it will give you answers, okay? All right, you're welcome so, thank you for calling Linksys, this is Garda, bye for now. Goodbye.
33:00