V2 Rubric Detail — 64766084-7bb3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:29
Duration
6m 46s
Contact
Shavahn
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136553
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall37.7% (-28.3)

V2 Grader Summary

The agent incorrectly claimed the EA7300 was end-of-life and failed to guide the customer through changing the Wi-Fi password, instead promising an email with instructions. This left the issue unresolved and introduced unnecessary customer effort. While ownership and communication were generally appropriate, the lack of technical accuracy, empathy, and immediate resolution led to an unresolved case. No auto-zero applies as no critical compliance failures (e.g., discourtesy, abandonment) occurred.

V1 Case Analysis

Customer requested Wi-Fi password change on EA7300 due to suspected unauthorized use. Agent informed device is end-of-life, recommended upgrade, and will email password-change steps.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number (1910F4908221).
  • Informed customer that the device is end-of-life and no longer receives firmware or security updates.
  • Offered to email step-by-step instructions for changing the Wi-Fi password.
Key Observations
  • Agent used incorrect brand name 'Lynxsys' and 'Lynx' multiple times, which undermines credibility [00:00, 03:00].
  • Failed to acknowledge or address the customer's security concern about the illegal download and potential breach [00:00, 03:00].
  • Did not verify whether the customer could access the router's web interface or knew the admin password before offering self-help [03:00].
  • Email address was phonetically spelled as 'S H A Vahn best mesmo' and 'Chevon best', which was transcribed inconsistently but correctly interpreted as shavanbest@gmail.com [05:00–06:00].
  • No on-call guidance was provided for changing the password, despite this being a basic, model-agnostic procedure documented in KB.
Positive Highlights
  • Promptly collected the model number (EA7300) and serial number (1910F4908221) [01:00–02:00], which is required for support eligibility determination.
  • Correctly identified the EA7300 as end-of-life and explained that it no longer receives firmware or security updates [03:00], aligning with Linksys policy.
  • Provided a concrete next step by offering to email password-change instructions, which is an acceptable self-help path for out-of-warranty devices [universal_escalation_guide.md].
  • Successfully captured the customer's email address despite phonetic spelling, ensuring follow-up can proceed [05:00–06:00].
  • Maintained a polite and professional tone throughout the call, ending with appropriate closing remarks [06:00].
Agent Errors / Gaps
  • Repeatedly misstated the brand as 'Lynxsys' instead of 'Linksys' [00:00, 03:00], which is a serious accuracy and professionalism error.
  • Did not provide any on-call instructions for changing the Wi-Fi password, even though the process is documented and safe for EA series via http://192.168.1.1 or http://myrouter.local [universal_password_login.md].
  • Failed to acknowledge the customer's security concern about unauthorized network use, missing an opportunity to empathize and reinforce urgency [00:00, 03:00].
  • Did not verify the customer's ability to access the router admin interface or confirm knowledge of the admin password before offering email-only support.
  • Did not mention that the default admin password for EA series is 'admin' or that it may have been changed, which is critical context for access [universal_password_login.md].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or guide the customer through changing the Wi-Fi password; instead, promised an email with instructions, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed — agent collected model/serial number but did not verify login ability, check current settings, or guide the customer through accessing the router interface.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly declared EA7300 as end-of-life with no support or updates (contradicted by KB), and failed to provide the correct self-service path for changing the Wi-Fi password instead of pushing an upgrade.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent collected model and serial number (relevant information) but did not ask about the current admin/Wi-Fi password status or attempt any diagnostic questions to verify login ability.
T2 Partially Met Appropriate tools / resources used conf 89%
No tools were required for this request, but agent failed to reference or apply KB content (e.g., universal_password_login.md) to provide immediate, accurate guidance for changing the password.
T3 Not Met No misinformation conf 98%
Agent stated EA7300 is 'end of life' with 'no security or software updates,' which is contradicted by KB — the EA series is supported for local access and password changes per universal_password_login.md and universal_firmware_update.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow and moved toward resolution but had long silences, failed to frame the interaction clearly, and did not manage expectations around support limitations effectively.
C2 Met Confirmed understanding conf 93%
Agent used simple, polite language (e.g., 'ma'am,' clear prompts) and avoided technical jargon, adapting to the customer’s non-technical tone and accessibility needs.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by collecting the customer's email address, committing to send instructions without transferring the call or deflecting responsibility.
O2 Met Proactive follow-through conf 97%
Agent set a clear next step: email with instructions would be sent within three to five minutes after the call, providing a specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history; no handoff or continuity issues arose.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred on this touch, and none was warranted — the issue was within L1 scope and resolvable with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required; the agent handled the case within their scope.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent entirely failed to acknowledge the customer's distress regarding an illegal download accusation or express empathy for the security concern, remaining transactional and solution-focused without emotional recognition.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a polite, professional tone and used accessible language, but did not consistently adapt pacing or check comprehension; the customer remained engaged but empathy was minimal.
X3 Not Met Overall experience conf 94%
Customer was asked to wait for an email rather than receive immediate, guided instructions for a simple password change, adding unnecessary delay and effort for a task that could have been resolved during the call.
Call Transcript14 turns · 14 lines
Speaker 1
Hello, yes. Um, I got a call from my, um, my broadband provider. And they told me that, you know, they asked me or they told me that the FCC called them and said that there had been an illegal download of a movie and it's not, it was not from me.
00:00
Speaker 2
Welcome to Lynxsys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynxsys.com for more information about your product. Hello, thank you for calling Lynx technical support. This is Charm. How can I assist you today? Mhm. [silence]
00:00
Speaker 1
)[silence] my my tenants a few different people have lived here so anyway I think someone used their my uh my web address and my password so I need to change my password on my uh Linksys unit and I was told yeah yes hang on just a second um okay so the the let's see the model number I believe is E A7300. The Serial Nu
01:00
Speaker 2
I see. All right. Now, please, ma'am, kindly provide the model number and the serial number of the lever. Got it. And how about the serial number?
01:00
Speaker 1
number I's 19 two one zero F four nine zero eight two two one my internet service provider is I think it's called fiber spring um sheep story dot next
02:00
Speaker 2
Got it. All right. And, ma'am may I know your Internet service provider, ma'am? I've got it all right that it looks it took a little bit here.
02:00
Speaker 1
[silence] Okay. Okay. Um and so I can do that. And so there's nothing wrong with this router. I mean, it's worked perfectly. Um and so I don't
03:00
Speaker 2
all right so based on the record here ma'am with this um model number and serial number that you provided to me this device was already part of our end of life and end of support device it means that we don't provide technical support for this device anymore and also no security and and and no software updates anymore so what I could highly suggest to you here is for you to upgrade to a latest router um a secure one and also if you wish uh if you just want to change the wifi name and password of this router what I can do is I can only send you an email instead on how to do it on your own
03:00
Speaker 1
I probably don't need to upgrade. No, right? Uh, is it is it is it what can I ask why you don't service, um, you know, this model number anymore? Uh, I see. Yeah. Um, okay. So, uh, it would probably be best for me to upgrade. Is that what you're saying? Is that your recommendation? Yeah. And so, what would I need to do for that?
04:00
Speaker 2
because now we don't have any references of this anymore and also yes, you can still use this one. It's still working but since there's no software update or no firmware update, the security of this router is not so secured anymore. Yes, ma'am. It's better to upgrade. Yes, you can purchase a latest router, you can check on the Amazon website.
04:00
Speaker 1
Mhm. okay, I'm not yeah, so so I have to go onto the marketplace and buy a brand new router okay. um, all right. and so for now, uh, could I ask you to just email me that information so I could at least change the name? and so, um, so I can do that first before I go to try to figure out buying a new router. Mhm. yes. Yes. It is just my name@gmail.com. It is just, it is
05:00
Speaker 2
okay. [silence] Okay, yes, yes, can you provide your best email address? [silence]
05:00
Speaker 1
S. H. A. Vahn best mesmo. Chevon best, chevon best I gmail I gmail.com. Yeah. Okay. Very good. Okay. Um, well, thank you. And, uh, okay. Take care. See you. Okay. Bye-bye.
06:00
Speaker 2
Okay, got it. So I'll expect an email from you, ma'am, within three to five minutes after we end the call. All right. You're welcome, ma'am. Have a good one. Bye for now.
06:00