V2 Rubric Detail — 676b0402-814e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:41
Duration
8m 15s
Contact
805-746-4277
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137528
Support Country
United States
Product Family
LINKSYSNOW
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7450

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-51.8)

V2 Grader Summary

The agent failed to provide any structured troubleshooting or accurate recovery steps for the customer's login issue, ignoring the specific recovery paths (like the five-digit key) detailed in the KB. Despite the customer's clear frustration, the agent offered only vague affirmations and disengaged by offering to send a manual without verifying if the issue was resolved.

V1 Case Analysis

Customer unable to sign into Linksys app after password reset; agent suggested web browser access and offered manual guide. Customer later stated they had access and declined further assistance.

Troubleshooting Steps
  • Requested serial number and email address
  • Suggested using a web browser to access the router's admin page
  • Offered to send a manual guide for router setup
Key Observations
  • Agent did not verify the router model or provide the correct local login URL (myrouter.info), which is critical for LinksysNOW devices per KB guidance.
  • Agent failed to follow documented password recovery flow for LinksysNOW devices (using the five-digit recovery key printed on the router).
  • No confirmation that the customer's login issue was actually resolved; the call ended based solely on the customer's self-assessment without validation.
  • Agent did not acknowledge customer's initial frustration or profanity, missing an empathy opportunity.
Positive Highlights
  • Correctly suggested using a web browser for local router access, which is the recommended method per KB guidance.
  • Offered to send a manual guide, providing a self-help resource that may assist the customer post-call.
  • Confirmed the customer's email address, ensuring accurate follow-up if needed.
Agent Errors / Gaps
  • Did not collect a clear product model number, violating protocol for device-specific troubleshooting and preventing accurate guidance.
  • Did not provide the correct URL (myrouter.info) for local router access, which is required for LinksysNOW devices per KB documentation.
  • Failed to explain the password recovery process (five-digit recovery key) for LinksysNOW devices, a critical step when customers cannot log in after a password reset.
  • Did not confirm whether the customer successfully logged in or resolved their camera setup issue, leaving resolution unverified.
  • Lacked empathy and did not address the customer's hostile language or frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer never gained access to the router or cloud account; agent offered no actionable solution to the login failure.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked for serial/email but gave only vague advice ('use web browser') without diagnostic steps or KB-guided recovery flow.
R3 Not Met Correct resolution path conf 94%
Agent failed to identify or guide customer through the correct recovery path (e.g., five-digit key or password reset via myrouter.info).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify if the failure was with the cloud account or local admin login, asked no diagnostic questions, and provided no logical sequence to resolve the access issue.
T2 Not Met Appropriate tools / resources used conf 93%
Agent failed to use any KB-prescribed tools or guidance for password recovery (e.g., recovery key, myrouter.info, or linksyssmartwifi.com) despite the customer explicitly stating they could not sign in.
T3 Partially Met No misinformation conf 80%
Agent correctly stated that a web browser can be used to set up/configure a router, which is consistent with all KB articles, but failed to provide the specific URLs (myrouter.info/local) or recovery steps required for the symptom.
Communication
C1 Not Met Clear & professional language conf 94%
No call framing, no control—agent allowed conversation to drift and ended without confirming resolution.
C2 Not Met Confirmed understanding conf 93%
Agent used non-specific language ('true, true', 'sure, sure') and failed to adapt to customer's confusion and technical difficulty.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—offered to send a manual and disengaged without verifying resolution or follow-up.
O2 Not Met Proactive follow-through conf 94%
No defined next steps, no timeline, no commitment—customer was left to self-resolve after minimal guidance.
O3 Not Applicable Closure confirmation conf 97%
No prior case history; first contact confirmed by context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation performed and issue did not clearly exceed L1 scope (login recovery is standard L1).
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent ignored customer's opening frustration and provided no empathy or acknowledgment of difficulty.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or clarity despite customer's disorganized speech and repeated struggles with device access.
X3 Not Met Overall experience conf 94%
Customer repeated serial/model/email; agent forced self-help instead of guiding through reset steps, increasing effort.
Call Transcript12 turns · 14 lines
Speaker 1
You son of a bitch. Yeah. [silence] I use planning yourself for my, yeah, I need some help. I had some problems with my modem from sector and I was able to go get a new modem. Sorry, short. [silence] my things got on my legs just on a quicky and reset. So I had to use the password on the bottom of the box to get into mine. Uh, I found them.
00:00
Speaker 2
Welcome to Linksys 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. [silence] thank you for calling Linksys. My name is Gerald. How can I help you?
00:00
Speaker 1
Bumble, but I need to reset my network uh configuration so that my camera's going to be connected and I'd like I'm using the app but it won't let me sign in I did reset my password so the password I should currently have should be uh up to date. And I'm using my email to try to uh I'm using my email to try to gain access. Uh, but uh it's not signing in it's not recognizing me for some reason. I just need to go into my account and re-set up my network if you want to help walk me through. Uhu. The the serial num'l and model number yes sir. I'm gonna take color here. Uh the serial number is three two capital yellow 20 capital M-mary 29 alpha 22 I'm sorry 002. [silence] [silence] [silence]
01:00
Speaker 2
and me to what I can do can you give me the serial number and model number of your linksys router
01:00
Speaker 1
hey
02:00
Speaker 2
[silence] got it, what's your email address? what was that again Apple, Apple? [silence]
02:00
Speaker 1
[silence] you should read apostolic Beret at gmail.com [silence] Like shouldn't I'd be able to go to the internet sign in to the link see with the password on my laptop and then press? my buddy used to have me press something like control something something and it put it gets me into the modem somehow. And then I'm able to sign in. Isn't that typically how you do it? [silence]
03:00
Speaker 2
yeah, using a web browser, you can also set up a router, using a web browser, so, mm, true, true. I prefer web, I prefer the web browser, the computer, but you need the computer to do that. Sure, sure. Hmm.
04:00
Speaker 1
Okay, um, I'm up and running. Let me get to the internet. I'm looking for, um, no, uh, internet connections. Uh, um, come on, somebody and me. No, not this one. Where in the world is the Wi-Fi of this one? Um, that's a blue, um, blue keys, uh, OneDrive. I don't want one drive. It's just waking up. Just bear with me. I don't use my laptop too often, but it's just waking up. So I'm looking for the - the Wi-Fi, Microsoft teams, Bluetooth, window security actions recommended. Then, uh, what is that about? Um, and then, uh, what this is? Um, drive. Um, what is this? Uh, speakers, battery. [silence] No internet connection. Here we go. All right. So how do I come next? Let's look at a new method. Available specifically, there were the options. You missy, 00243. Ah next. Enter password. All right, we're moving along here. We're moving along. Okay, so it's gonna be north and or Victor zero. How to say OK. Okay, h. Oh, that's okay. Yeah, it. Let's see. That's right. I think that's right. V very fine and connecting. We're connected. So now let me go to my web browser. Okay, so I'm in the red browser. What do I need to do now? I forget the next. Oh, I'm already in it. Okay. So I'm doing that. going to next option. I think it's recognizing you on the system. Um, yeah, you can email it to me, but it should be self-explanatory, correct? Okay. Yeah, just send me the email. That way I don't hold you up. I think we're good at this point. Looks like I have access.
05:00
Speaker 2
So we're getting this one. Do you want me to send you the the the manual guide for that and how you can set up the router? Yes. Should be. [silence]
07:00
Speaker 1
No. Uh, no. No, no, no problem. I should be good. If I need you, I'll call you back. Okay. All right. Thank you for life.
08:00
Speaker 2
[silence] [silence]
08:00