V2 Rubric Detail — 71e90da8-767b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:06
Duration
5m 10s
Contact
Trudy Bulger
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135731
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7450_wants to disable the wifi on the router

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall10.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the login/password issue, performed no troubleshooting, provided no technical guidance, and ended the call with the customer needing to call back. Despite correctly not escalating, the lack of ownership, communication, and effort reduction resulted in an Unresolved outcome.

V1 Case Analysis

Customer unable to log into EA7450 router admin; password not accepted. Agent collected model/serial but gave no reset guidance. Customer ended call without resolution.

Troubleshooting Steps
  • Collected router model number EA7450
  • Requested and recorded serial number
Key Observations
  • Agent failed to provide any password-reset guidance despite clear KB procedures in universal_password_login.md for EA series routers.
  • Customer’s warranty inquiry at the start was completely ignored, a critical protocol miss when support eligibility is in question.
  • No troubleshooting steps were offered — the agent repeated prompts without advancing the call, leading to customer disengagement.
  • Call ended with no operational closure: no callback scheduled, no self-help path given, no escalation initiated.
  • Agent did not confirm the correct local admin URL (http://myrouter.local or http://192.168.1.1) for the EA7450.
Positive Highlights
  • Accurately captured and confirmed the router model number (EA7450) from the customer (02:00).
  • Successfully obtained the serial number despite customer hesitation (02:00).
Agent Errors / Gaps
  • Did not provide password-reset instructions per universal_password_login.md (e.g., use recovery key or factory reset).
  • Failed to address customer’s warranty eligibility question, a key support-path determinant.
  • Did not confirm or provide the correct local access URL for EA series routers (http://myrouter.local or http://192.168.1.1).
  • Repeated 'Let me find another solution' without taking any action (03:00), creating false expectation.
  • Allowed the call to end with no resolution path, callback agreement, or self-help guidance.
  • Did not attempt to verify if the customer could access the login page or if CAPS LOCK was on — basic credential checks.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ended call stating 'I'll have to call you back' with no resolution achieved for login/password issue or Wi-Fi disable request.
R2 Not Met Diagnostic thoroughness conf 98%
Agent performed no troubleshooting steps; only collected model/serial and repeatedly said 'let me find another solution' without action.
R3 Not Met Correct resolution path conf 97%
Agent did not determine warranty status, did not attempt password recovery via recovery key, and offered no valid path for in-warranty or out-of-warranty support.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify specific symptom (login failure), ask about recovery key, or explore root cause; no diagnostic process followed.
T2 Not Met Appropriate tools / resources used conf 97%
Required tool (recovery key password reset) was not used or suggested despite being documented solution for forgotten admin passwords.
T3 Not Met No misinformation conf 98%
No technically accurate information provided; agent gave no guidance on password recovery, login process, or admin access.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no clear agenda, allowed long silences, and lost control with vague responses like 'let me find another solution'.
C2 Not Met Confirmed understanding conf 94%
Agent used non-adaptive language ('mm hmm', 'let me find another solution') without checking understanding or adapting to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; interaction ended with customer needing to call back, no commitment to resolve or follow up.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were provided before call ended.
O3 Not Met Closure confirmation conf 94%
Agent did not reference prior history and gathered minimal information, treating issue as brand-new without continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Escalation was not warranted — password recovery is within L1 scope; agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted — E2 is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgement of customer frustration; tone remained scripted and detached.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s pace or emotional state; repeated non-interactive 'mm hmm' without meaningful engagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial-number information and was left to call back, indicating unnecessary effort and friction.
Call Transcript9 turns · 10 lines
Speaker 1
[silence] Yes, hi. My name is Trudy Belger. How are you today? Yeah, do you know how I can check and see if my device is still in warranty?
00:00
Speaker 2
Welcome to links essential 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.linksas.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Thank you. Thank you for calling links support. My name is Nathan. May I know who am I speaking to? Your name again, Trian.
00:00
Speaker 1
Yeah, I was trying to go into my router and it's not taking any of the sign in passwords that I have that I have already set up. Um, I had Best Buy came and set it up for me several years ago. So I wanted to turn off the Wi-Fi. I don't want the Wi-Fi going. I just want to use an Ethernet cord which I already have plugged into that. Um, I'm trying to find that on the paper. Where is it? Oh, it's on the router itself. It's not on the paper that [silence] [silence] "have" it on. No. Okay. I mean I don't think it has like a sticker on the front. [silence] Yeah, there is not [silence] [silence] Well, I have the [silence] box still. Maybe. [silence]
01:00
Speaker 2
It's all right if it's really, let me help, what is the issue then? Let me take a Look at Mm hmm. Mm hmm. Mm hmm. Mm hmm. Give me the model of your router, then stick it. It's on the router itself, turned it upside down. [silence]
01:00
Speaker 1
Oh, I see. Model number is E as in Echo, A as in Apple, 7450. The serial number, what's that? Did you say? SM? Okay. It's SN 32 Y as in yellow, one zero M as in Mary, two four A as in apple, ddd zero four zero one.
02:00
Speaker 2
No. No, no. Do you have the serial number? Yes. SN. So something like that. something like SN or the serial number. Can you give it to me? Yeah. SN or serial number. It's underneath the router.
02:00
Speaker 1
Okay. Thank you. I have the one that's on here, but I had changed that. The guy that had installed it for us had changed it. What the that? Okay. did it come up or what? [silence]
03:00
Speaker 2
You remember your router password? Mm-L. HM uh-huh. That will not work then. Let's stay. Let me ask you find another solution. Let me find another solution. Yeah, then you give me the serial number one more time. We didn't come up. Don't worry. I will help you. [silence] [silence] Go ahead. [silence] [silence] [silence] Go ahead.
03:00
Speaker 1
I'll have to call you back. I'm sorry. Thank you.
05:00