V2 Rubric Detail — 6f773194-7595-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:40
Duration
11m 59s
Contact
386-214-5080
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to perform any troubleshooting based on warranty status, directing customer to AI despite OOW best-effort requirement to assist with setup, login, and password recovery.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.71/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, incorrectly treated an out-of-warranty device as beyond support, and abdicated responsibility by directing the customer to AI. Despite the customer being mid-setup and unable to log in, no recovery steps were offered, violating the OOW best-effort standard. The interaction resulted in no progress and a clear avoidance of assistance.

V1 Case Analysis

Customer unable to log into Linksys app; router password unknown. Agent failed to identify VLP01 model, did not explain password recovery via recovery key, provided incorrect support URL (support.linkis.com), and redirected to AI chatbot due to expired warranty. No resolution achieved.

Troubleshooting Steps
  • Asked the customer to connect to the Linksys Wi-Fi and open the app.
  • Repeated that the router password is required for app login.
  • Checked the account record and asked for the serial number.
  • Informed the customer that the device is out of warranty.
  • Directed customer to AI chatbot at support.linkis.com
Key Observations
  • At [07:00], agent incorrectly identified the device as VLP01 but failed to recognize it is a temporary setup node, not a standalone router, and did not adjust guidance accordingly.
  • Agent never explained the five-digit recovery key method to reset the router admin password, which is standard for supported models (e.g., SPNM60, LN1600 series) and would have been the correct recovery path if applicable.
  • At [09:00], agent provided an incorrect support URL: 'support.linkis.com' — a hallucinated domain not affiliated with Linksys.
  • Agent incorrectly stated there is no local access option, contradicting KB guidance that local access via http://192.168.1.1 or http://myrouter.local is available and recommended.
  • Agent declared the device out-of-warranty without performing a proper warranty lookup and failed to offer any self-help path beyond the incorrect AI chatbot link.
Positive Highlights
  • Agent asked for the customer's name and confirmed the serial number.
  • Agent attempted to explain the difference between cloud account login and router password.
  • Agent acknowledged the customer's frustration and maintained a polite tone throughout.
Agent Errors / Gaps
  • Failed to verify product model and serial before troubleshooting.
  • Did not explain the router password recovery process (recovery key).
  • Provided an incorrect support URL (support.linkis.com).
  • Misstated that there is no local access option.
  • Did not follow Linksys protocol for out-of-warranty handling (no proper escalation or paid-support offer).
  • Incorrectly treated VLP01 as a primary router when it is a temporary setup node (VLP Series) used only during initial setup of other systems.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved login/password issue; ended by directing customer to AI self-service with no access restored.
R2 Not Met Diagnostic thoroughness conf 90%
No structured troubleshooting performed; skipped recovery key, local UI (myrouter.local/192.168.1.1), and firmware checks; relied solely on vague app login advice.
R3 Not Met Correct resolution path conf 90%
Agent concluded device was out-of-warranty and stopped troubleshooting, violating OOW best-effort standard requiring setup, login, and password recovery attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify specific symptom (login failure vs. password loss) and jumped to generic 'use router password' without diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available KB resources for password recovery (Recovery Key) or local access workarounds (myrouter.local/192.168.1.1) despite customer inability to use the app.
T3 Not Met No misinformation conf 95%
Agent claimed 'we don't have any more documents here' for VLP01, yet KB provides universal password/login guidance and local access methods applicable to all routers; failed to provide recovery key method.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never set clear expectations, allowed long silences, and did not steer conversation toward solution; lost control as customer repeatedly redirected discussion due to lack of guidance.
C2 Partially Met Confirmed understanding conf 85%
Language was simple but agent did not confirm understanding and repeated silences, showing limited adaptation to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent handed customer off to AI/self-service without taking ownership or attempting further troubleshooting, abdicating responsibility for resolution.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline given; only vague suggestion to use AI agent with no follow-up plan.
O3 Partially Met Closure confirmation conf 85%
Agent pulled up customer record but did not reference prior troubleshooting history or build on earlier attempts.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent chose not to escalate despite unresolved issue and no valid reason to avoid escalation; out-of-warranty does not negate need for escalation if troubleshooting is required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized at end but offered little empathy earlier; no acknowledgment of customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent maintained rigid, scripted tone; did not adjust pace or method despite customer confusion and repeated disconnects.
X3 Not Met Overall experience conf 90%
Customer repeated information multiple times; agent added friction by pushing AI instead of streamlining access via known recovery paths.
Call Transcript22 turns · 22 lines
Speaker 1
of course yes, ma'am, it's telling me that I don't have an account with you when I do have an account. It's also saying that it doesn't have my email. When I did have an email with you, I
00:00
Speaker 2
[silence]
00:00
Speaker 1
Guys. So I'm very confused what's going on. Because now it's asking for the router and all this other stuff. So maybe we can go step by step so I can get this done. Yeah. I'm trying to get my Wi-Fi and router set up here. No. It was working fine before. And it says, Oops, something went wrong. Call us. We detect your router. We detect your router. Wanna talk to us? Call us. So. Go ahead. No, it's fine. I'm just trying to get my router hooked up with my tower that I have. The links tower here. So.
01:00
Speaker 2
What are you trying to do, ma'am? Are you trying to log into the LTG app or to the LTG web interface? Okay. So it's just the first time to set it up or it was working fine before. Okay. Ma'am, if by chance Are you you're trying. Sorry, go ahead.
01:00
Speaker 1
Okay. Well you're going'll have to show me step by step how to do that so we can do it properly. I'm trying to. And where would I find that? The router password. No I don't. Because it's telling me when I saved yeah when I saved it, it didn't even say it's like I don't have the email with.
02:00
Speaker 2
By the way, trying to access the router using the Linksys app, you might need only to log in using the router password, not the email and password you have. You need to open the Linksys app, make sure that you're connected to the Linksys-Wi-Fi, and then enter the router password. Router password is the password that you've created for a long time when you have set up your whole system. Do you still remember that? Okay, now if by chance you don't remember it...
02:00
Speaker 1
With you. I don't have a it's like everything's wrong, and this is not even linking up right now because it's not even allowed me to get into the app right now, which is really weird. Okay. So man manage my wife. So my manager Wi-Fi. That's what app I'm on Linked app and says either manage your Wi-Fi or set up a new Wi-Fi network. That's what I'm trying to do. When I and it says manage setting at home or away from home, and when I enter my email, and then I put [silence]
03:00
Speaker 2
Again, for router config, this is different from email and password, ma'am. Very different. So, you need to log in using local access. Go ahead. Well, if you, if your device is already linked to the link sys then you just need to connect first to the link sys Wi-Fi before you open the link sys app.
03:00
Speaker 1
put a password there, it's not, it's not the right one or the saying is the wrong email. It won't allow me to do it. Okay. Okay, so I don't know what that is. I know, but I said, I got that and it says to log in with the router password, first connect to your Wi-fi. My wife. Okay. That's what I need to do. Okay. Wi-fi. And I'm connected to that. Okay. I'm good on that.
04:00
Speaker 2
[silence] [silence] again, ma'am, you don't need to enter your email or password. You just need to log in using the router password. [silence] [silence] there is an option for you to switch there because you have two options to log in. You're going to log in using your email and password and the second one is enter the router password. [silence] [silence] [silence] [silence] yeah, you need to go to the settings of your Wi-Fi for your phone and then connect to the network Wi-Fi ma'am. [silence] [silence] And then And then you reopen your linkt app. You'll be able to log in.
04:00
Speaker 1
okay. And then I hit router password logging, loading the setup experience, terms and conditions. Agree. And it says it's connected. Plug additional nods into the power near the router if you need to. Make sure everything has finished starting up. Nod light is solid. The log light is solid red right now. okay. Checking for internet. It says connected using the same Wi-Fi. Yes. Our privacy pledge, links, yes. Now, this is where it's yes.
05:00
Speaker 2
By the way, I was able to pull up a record for you in the system. Am I speaking with Miss Amy Evans?
05:00
Speaker 1
Yes, ma'am. You are. You want anything else? Okay. So, login. It says email address and password. Should I create a new one, because this is the create a new one? Oh. Oh, it just went straight into login. So, it says, "Our privacy pledge link takes your privacy, security very seriously. Read full page." and when I said continue, it take me to login. So, just push login. It isn't. It doesn't give me the option to do that. It takes me straight to my email address and a password. Skip for now? Nope. Okay. [silence] No email or password? Okay.
06:00
Speaker 2
All right, go ahead yeah. All right, go ahead. Login. What? Using the router password. there's no local access there? Oh, yeah, it skipped for now. [silence]
06:00
Speaker 1
create your router password, use a password to complete setup without an internet connection. I don't know what around the password is. Does it have it there? What my last one? Go ahead. Okay, so I'll write this down. To remember. I'm gonna uh-huh. Probably I haven't changed it yet. Yeah, I already paid when I [silence]
07:00
Speaker 2
Yes. Router password is... It means that you need to create your own router password. Router password is your login credentials whenever you are going to log into the Linksys app. All right. Yeah, sure. Go ahead, ma'am. Not a problem. Now, I was able to check the record you have here, ma'am. Is the product that you have there the VL P01. I is it a model number of the device that you have there? [silence] All right. Now, based on the records here, ma'am, the warranty of your product has already been expired. And just to set proper expectation.
07:00
Speaker 1
Yeah, I already know that. I know that. I know that. [silence] It says my router is disconnected. It's not. [silence] You're [silence] You're [silence] You aren't connected to the router you were setting up. Please reconnect to Wi-Fi of the router with serial number.
08:00
Speaker 2
We no longer provide free technical assistance for out of warranty devices. And aside from that, the device that you have does not offer any more technical assistance, since this is a first generation router. So in order for you to, if by chance you wanted to still use this router, you might need to utilize our AI agent at support.Linksys.com so that you can ask further questions there, they will assist you.
08:00
Speaker 1
Number. This is my serial number that I have on the tower. So, 26D10607823231 to continue. Hello? Hello? Yes. Okay. Now it's green. Oh, that's good. All right, well, send me to on, please. Thank you. Can you send it to me? That's where I'm at. That's why I called you. This is all it gave me. This is what you had. You can help me. [silence]
09:00
Speaker 2
hello um yeah yes hello right so again mom the device that you have in if you need further assistance you can utilize our AI agent yes we no longer um you can visit you can visit support dot linkis.com so that you can
09:00
Speaker 1
this. Just makes no sense. So it would be better for me just to get a new router, I mean, a new tower, correct. That's crap because it was troubleshooting like beginning of the year I did it. Doesn't make any sense. This tower works perfectly fine. Thanks.
11:00
Speaker 2
I'm really phase. You can just try to click that and then it will assist you. You can ask a couple questions there. If you need assistance for troubleshooting, it can provide you steps as well. That's the last option that I can provide to you, ma'am, 'cause there is no further update for the product that you have. So troubleshooting might not work anymore. I do apologize, ma'am. As much as I really wanted to assist you, provide you troubleshooting, we don't have any more documents here, the system.
11:00