V2 Rubric Detail — 648da66c-796b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:49
Duration
12m 28s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136042
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_WRT54G
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-41.3)

V2 Grader Summary

The agent correctly identified the devices as end-of-life but provided no troubleshooting, no best-effort guidance (e.g., default login, admin UI), and no empathy. Despite accurate EOL identification, the failure to attempt any resolution path or reduce customer effort resulted in an unresolved case with poor ownership and communication.

V1 Case Analysis

Customer unable to locate Wi-Fi password on WRT54G. Agent identified device as unsupported but provided no recovery steps. No reset instructions or KB article offered.

Troubleshooting Steps
  • Asked for serial number
  • Asked for model number
  • Attempted visual identification of model from label
  • Informed customer the device is no longer supported
Key Observations
  • Agent correctly identified WRT54G as a legacy, unsupported model (ACCURACY strength).
  • No self-help steps offered despite customer needing Wi-Fi access (RESOLUTION failure).
  • Agent did not confirm warranty status or attempt to look up support eligibility.
  • Customer was actively trying to read the label but agent did not guide them effectively.
  • The KB confirms WRT54G is out of support, but self-help steps (reset, label password) are still valid and should have been offered.
Positive Highlights
  • Correctly identified the WRT54G as a legacy, unsupported model per Linksys policy.
  • Accurately stated that Linksys no longer provides technical support for this device.
  • Polite greeting and professional closing.
Agent Errors / Gaps
  • Did not collect or verify the serial number before concluding support status.
  • Provided no actionable steps for password recovery or router reset despite the issue being solvable via self-help.
  • Declared the device unsupported without offering any self-help resources or KB articles.
  • Poor call control — excessive silence and lack of empathy during customer's struggle to read the label.
  • Failed to guide the customer to locate the default Wi-Fi password printed on the router label.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated no technical assistance is provided and advised upgrading; no resolution path offered for password/SSID request.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting performed; agent only asked for serial/model and jumped to end-of-life declaration.
R3 Met Correct resolution path conf 95%
Agent correctly identified WRT54G and BEFSR41 as out-of-support and advised upgrade, aligning with EOL policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms or ask diagnostic questions; skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., admin UI guidance) despite issue being potentially resolvable via local access on EOL devices.
T3 Met No misinformation conf 97%
Statement that WRT54G and BEFSR41 are no longer supported is factually accurate per Linksys EOL policies.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, lack of framing, and disorganized flow indicate poor call control.
C2 Not Met Confirmed understanding conf 94%
Agent used unclear phrasing (e.g., 'cable DSR port switch') and did not adapt language or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of guiding customer to self-help (e.g., default login) and dismissed case due to EOL status.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up provided beyond 'upgrade'.
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 occurred and none was warranted for EOL hardware.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathetic statements; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone despite customer confusion; communication remained rigid.
X3 Not Met Overall experience conf 95%
Customer asked to repeatedly read small text and take pictures without agent reducing effort.
Call Transcript15 turns · 20 lines
Speaker 2
Welcome to ThinkSys 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.ThinkSys.com for more information about your product. Hi, thank you for calling ThinkSys technical support. This is Rio. How can I assist you for today? I'm good, sir. Yeah. How can I assist you with going on? Two ThinkSys devices, you mean?
00:00
Speaker 1
I'm gonna take it out. I have a spectrometer now. I tried to work it out with their modem and it didn't work. And they ask also for the password and, you know, I don't know the password or the name. So they said just wait exactly. You have to call you. No, right now it's not connecting because they got their router instead of my router because it was not working. So I so I they say for me to call to go to like it and they can and they can provide with the password and everything. I said, okay. So I'm calling I'm going to to try that. So I have now the the two devices are in my hand and
01:00
Speaker 2
mhm. did you switch to a different internet service provider or the linked device just isn't going to connect to the internet? okay. mm-hmm. mhm. you're welcome.
01:00
Speaker 1
We'll see if we can uh, if we can find out that other ways, I will have to. The router, I don't remember when I used it. If I use this, it will be like more than four or five in the group. Yeah, I wanted to use it right now because I have two of them in my hand and I cannot take any of them. So I I'm wondering if I could. support.
02:00
Speaker 2
So just to double check, did you did you switch internet service provider or what's this what happened to the router, is it is it's the first time to set it up again? So you are going to use this router just right now. Okay. Okay okay. All right. Can you confirm to me what's the serial number for your Linux device please?
02:00
Speaker 1
So this is supposed to be in the speaker in the back. The number is. Okay. Okay. Okay. There is. [silence]
03:00
Speaker 2
Serial number also known as SN. [silence] We're going to have it sir. [silence] What's the model number for this device? Yeah. [silence] What's the model number sir? [silence] [silence] WRT 54G, is that correct? [silence] [silence] All right. So sorry, I was able to check the device that you have here and unfortunately, we no longer provide any technical assistance for this router because this router is too, uh, troubleshooting is does not work anymore. So, you need to upgrade to a newer version of device, sir. [silence] What's the what's the model
04:00
Speaker 1
Okay, the edge and go on the model first? The model? Yes, the model.
06:00
Speaker 2
uh yeah just the model uh okay
06:00
Speaker 1
Oh, no, no, no, this is the same, but... Oh, no, no, no, no. I'm talking about the same router. Just, okay. Let me see the other router. What's the number? Yeah, I'm going to give you. I am taking a picture because I cannot see that. It's very small writing.
07:00
Speaker 2
Oh, uh, sir, this model of router again, is a first generation router. [silence] You still have another model number?
07:00
Speaker 1
I. [silence] Yeah, I have it, but I'm trying to read it. It's so small. Even I take a picture and I try to put it big. Okay, it looks like B, B-E-S-R four one. Yeah, S-R four one.
08:00
Speaker 2
Do you have it now, sir? You can... you can try to... I'm sorry, B ex you can try to take a picture and you can zoom it in Sir you can try to take a picture so that you can zoom it in it's the Is this, sister? [silence] Is this B E F S R 41? Is that correct? [silence] B for Bravo, E for Echo, F for Fox, S for Sierra, R for Romeo 41. Is that correct? [silence] Okay. [silence] So, sir, this is already uh not supported for troubleshooting or technical troubleshooting because this is a uh cable DSR port switch. [silence] Yes, sir. [silence] They're old devices. [silence] Yes, sir, you need to remove this in your setup because it's not uh
09:00
Speaker 1
Oh, it's not in my set up. I was just I was trying yesterday. I say long time trying to do one of them, the one I thought is new. but it didn't work like you said. So this is the. okay. Okay. Thank you. Bye-bye.
12:00
Speaker 2
Mm. No, no. No, All right. You're welcome. sure- You have a nice day ahead. Bye bye for now.
12:00