V2 Rubric Detail — 74270630-6e63-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:54
Duration
11m 41s
Contact
Linda Hunter
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134308
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to WEB UI
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent immediately pivoted to paid support without attempting any best-effort troubleshooting, even though the issue (admin password recovery) is resolvable via documented non-destructive methods (e.g., five-digit recovery key). This constitutes avoidance of reasonable support obligation for an out-of-warranty device.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, avoided best-effort support for an out-of-warranty device by immediately proposing a paid session, and provided incomplete technical guidance. Despite correct warranty identification and no need for escalation, the lack of effort, poor communication, and evasion of support duties resulted in an unresolved case and triggers an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reported error 2298 when attempting to log into WHW03V2 router web UI. Agent incorrectly suggested generic password reset and power cycle instead of guiding through the five-digit recovery key method. Call ended without resolution or self-help path after customer declined paid support.

Troubleshooting Steps
  • Collected serial number and model
  • Incorrectly suggested generic password reset and power cycle as a fix for error 2298
  • Quoted paid support with inconsistent pricing
Key Observations
  • Agent failed to diagnose error 2298, which is a known login issue requiring the five-digit recovery key method per the Linksys KB.
  • Agent provided materially incorrect technical advice by suggesting a generic password reset and power cycle instead of the documented recovery procedure.
  • No self-help path or KB article was offered after the customer declined paid support.
  • Agent did not follow protocol: no case number, no contact details, and no follow-up path established.
  • Call structure was poor, with long silences and no clear troubleshooting flow.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to guide the customer through the correct admin password recovery method using the five-digit recovery key for WHW03V2 (a LinksysNOW device), as documented in linksys_now_login_admin.md.
  • Misrepresented the troubleshooting process by suggesting a generic password reset instead of the documented recovery procedure for error 2298.
  • Did not explain or validate the cause of error 2298, missing a critical opportunity to resolve the issue.
  • Provided inconsistent pricing information ($15 vs $60), severely damaging customer trust and clarity.
  • Did not create a case number or collect customer contact details, violating basic support protocol.
  • Failed to offer any self-help resources or next steps after the customer declined paid support, leaving the customer without a path forward.
  • Allowed long silences and poor call control, resulting in a disjointed and unprofessional interaction.
  • Did not confirm whether the customer understood instructions or needed clarification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the admin password error or guide the customer to recovery; call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were conducted—only generic mention of reset and browser change without guidance.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified out-of-warranty status and offered paid support, but failed to attempt any best-effort troubleshooting before presenting the fee.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions about the 2298 error, browser used, or prior recovery attempts; no root cause analysis was attempted.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., password recovery key lookup, remote login test, or browser troubleshooting) were used despite being necessary for this issue.
T3 Partially Met No misinformation conf 92%
Agent correctly stated device is out of warranty and that reset may help, but omitted the five-digit recovery key method and gave confusing cost statements ($15 vs $60).
Communication
C1 Not Met Clear & professional language conf 97%
Long silences, no agenda setting, abrupt transitions, and failure to maintain control as customer expressed confusion and repetition.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without explanation, did not adapt to customer’s confusion, and failed to confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent offered a paid option then disengaged without attempting resolution, showing no ownership of the issue.
O2 Not Met Proactive follow-through conf 97%
No next steps or timeline provided; agent only said they would cancel the session if customer declined.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted—the issue was within scope of L1 support, and agent correctly decided not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration with error 2298 or the payment requirement; interaction remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace despite customer’s repeated confusion and requests for clarification.
X3 Not Met Overall experience conf 97%
Customer had to repeat model/serial number; agent did not use available info to reduce effort or streamline process.
Call Transcript19 turns · 19 lines
Speaker 2
Welcome to links to 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.links to com... Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again.
00:00
Speaker 1
Repair clinic came to American Eagle, with a crushing need for digital expertise. Hi, I was trying to log on from my web browser to my router and it said that I needed to put in a new admin password. And then when I do that, I kept getting an error 2298. And then the button that you guys have on there to click to get your tech support is not working. It gets to a 404 page.
01:00
Speaker 2
Press eight. Please have your device is serial number and contact 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. [recording clicks ] [polite woman's voice follows hold music ] Thank you for calling one link systems. My name is Mrs. Gerald. I'm going to help you. [silence] Got it. Can you give me the serial number and model number of your Linksys router? [silence]
01:00
Speaker 1
Yeah, so let me... I thought I just had it, but let me look at this again. I think this was wrong. It's looking right before you come on, with this, it's not the name. You know what I was in the name of it, right? Correct. Okay, hold on, you got the wrong thing, hold on. Sorry.
02:00
Speaker 2
[silence] Hello? You still there? Please make sure your phone is on mute if you're saying something, I cannot hear you.
04:00
Speaker 1
Okay, I'm sorry. Can you hear me now? Can you hear me? Oh, okay. Yeah. Yeah. Hold on right now. I'm getting back to the picture. It was really hard to get to that. Okay. So the um, serial number is uh, 20 J 2 0 6 0 5 8 0 2 3 3 6 9. Model number is WH W 0 3 V 2.
05:00
Speaker 2
I can hear you now. You got model in the cereal? All right, the model.
05:00
Speaker 1
silence
06:00
Speaker 2
which is your internet provider? [silence]
06:00
Speaker 1
No, no other problems. I was just trying to be able to log on to be able to set up my dual bands and give them separate names, but I'm having some problems with some of my 2.4 gigabyte devices connecting easily. And I can access my router okay through my app on my phone, but that doesn't give me as many options to get things set up. So, I was trying to do it through my laptop through the browser.
07:00
Speaker 2
Do you have... problem with your internet other than to 2298 error right? I understand. Let me just... U.S. 298 error you might need to reset the router password if you have done that. Um, turn it off to the back on if you also did that...
07:00
Speaker 1
okay yes so a $15 charge for help okay
08:00
Speaker 2
[silence] [silence] you know [silence] [silence] it may may require reset but not sure right now [silence] we'll figure it out let me check this shelf. [silence] Oh there we go. [silence] So I check the serial number right here based on the serial number that you provided, showing that your WHW03 unfortunately this is out of warranty and for out of warranty devices we charge $15.00. [silence] Are you okay with that? [silence] non-refundable. [silence] Yes, I'll be here. [silence] Uh, let me open my Mines.
08:00
Speaker 1
Okay, I couldn't quite understand you completely. Sounds like a one charge, non refiable 15
09:00
Speaker 2
All right. So, I just want to make sure that you understand what you're going to pay before I charge you. This is, again, one time, non-refundable. It's going to last 60 minutes of troubleshooting. Also, whether phone speaks or not, it's still going to be $15. Okay?
09:00
Speaker 1
$60 for 60 minutes of help. is that what this is? Okay. um, and then I'm gonna talk to a technician right now who's gonna be trying to work through me. he's not gonna go online, get into anything, he's just gonna be trying to tell me to do things. Okay. Okay. and so you think that that's something you can help me with or something that I should probably, you probably can't help me with. it just sounds, 'cause I already had an admin password. it was trying to have me put a new password in and it's giving that error. Um, I'm just asking whether you think you're gonna be able to help with this, whether it's worth it for an hour of trying to do this. $60. Is that what this is? Okay. Um, and then I'm going to talk to a technician right now who's going to be trying to work through me. he's not going to go online, get into anything, he's just going to be trying to tell me to do things. Okay. Okay. And so you think that's something you can help me with or something that I should probably, you probably can't help me with. It just sounds, 'cause I already had an admin password. It was trying to have me put a new password in and it's giving that error. Um, I'm just asking whether you think you're going to be able to help with this, whether it's worth it for an hour of trying to do this.
10:00
Speaker 2
Whether or not the problem's fix, it's still going to be $15. That is correct. I am the technician that's going to help you. We'll figure that out. I mean, 2298, again, error. That error needs to be reset. The router needs to be reset but sometimes reset the router password, that also works sometimes.
10:00
Speaker 1
Okay. Okay. Okay. Yeah, yeah, no, I'll just wait and call back when I know I have a full hour time to be able to go through everything. Oh, no, no. Thank you. You too. Bye.
11:00
Speaker 2
or reloading the page going to a different browser sometimes that helps. Sometimes it doesn't help. though it's up to you. I'm not gonna force you. If you don't want that's okay. I'm gonna cancel this one. Do you have a question? All right I hope you have a good one. Take care. Bye bye.
11:00