V2 Rubric Detail — 81d958fc-6119-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:02
Duration
12m 22s
Contact
Kevin
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132468
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_Wifi Password
⚠ 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: Agent avoided providing free, best-effort troubleshooting for an out-of-warranty device — which is required — and instead pushed a paid support option, constituting Avoidance/Evasion (B) under the critical failures policy.

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
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed that out-of-warranty devices receive no complimentary support, and offered only a paid service or factory reset. This violates the OOW best-effort standard and constitutes avoidance of required support, resulting in no resolution and a clear failure across technical, ownership, and experience indicators.

V1 Case Analysis

Customer forgot admin password for MR6350; agent incorrectly stated no free support due to out-of-warranty status, offered paid support, and suggested checking label or factory reset. No password recovery performed.

Troubleshooting Steps
  • Collected serial number and model number (MR6350).
  • Asked for customer contact details (phone, name, email).
  • Confirmed router LED status (solid blue).
  • Asked about connected devices (old Android phone).
  • Informed customer of out-of-warranty status and offered paid support.
  • Suggested checking label for default password or performing factory reset.
Key Observations
  • Agent did not mention or attempt the standard non-destructive password recovery method (five-digit recovery key) for the MR6350, which is clearly outlined in the Linksys KB.
  • Incorrectly stated that out-of-warranty devices receive no free support, contrary to Linksys policy allowing basic triage and self-help guidance.
  • Repeatedly framed paid support as the only option for password recovery, despite the availability of free self-help methods.
  • Customer had an old Android phone that might have been connected to the router, but the agent did not confirm or leverage this to retrieve the password.
Positive Highlights
  • Collected serial number (34N10M25A05066) and correctly identified the model as MR6350.
  • Confirmed router LED status was solid blue, indicating normal operation.
  • Asked about existing connected devices, showing awareness of topology.
  • Collected complete customer contact information, supporting case documentation.
Agent Errors / Gaps
  • Failed to offer the correct non-destructive password recovery method (five-digit recovery key) as outlined in the Linksys KB for the MR6350.
  • Provided inaccurate information about warranty coverage and support eligibility, stating no free support was available for out-of-warranty devices.
  • Did not verify or leverage a potentially connected device (old Android phone) to retrieve the Wi-Fi password.
  • Prematurely escalated to paid support without exhausting free troubleshooting options.
  • Misrepresented Linksys support policy, leading to unnecessary customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path; customer left without recovering access or completing setup.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed — agent skipped standard recovery procedures like checking for connected devices or guiding to the 'Forgot password' tool.
R3 Not Met Correct resolution path conf 99%
Agent incorrectly stated that out-of-warranty devices receive no complimentary support and pushed a paid service, violating the OOW best-effort standard which requires troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (forgotten password) and collected model/serial, but failed to ask key diagnostic questions (e.g., is any device connected, can they access the router locally).
T2 Not Met Appropriate tools / resources used conf 98%
Agent did not use or mention the local web interface (http://192.168.1.1 or http://myrouter.local) or the 'Forgot password' recovery feature, both essential tools for this issue.
T3 Not Met No misinformation conf 99%
Agent incorrectly claimed that out-of-warranty devices have no complimentary support — contrary to policy — and implied the default password on the label could be used directly, which is not accurate for admin recovery.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent initiated the call and collected information but lost control by abruptly shifting to a paid-support pitch without setting expectations or offering a free path forward.
C2 Partially Met Confirmed understanding conf 91%
Agent used understandable language but relied on scripted, non-adaptive responses and failed to adjust tone or terminology to the customer’s growing frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership — instead of attempting resolution, they deferred to paid service and did not follow through on any commitment to help.
O2 Not Met Proactive follow-through conf 97%
No clear next steps were provided for free resolution; only paid options were presented, leaving the customer with no actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within L1 scope and resolvable with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy for customer frustration, responded transactionally, and failed to acknowledge repeated effort or emotional state.
X2 Not Met Tone & rapport conf 96%
Agent maintained a scripted tone and did not adapt to the customer’s confusion or distress, leading to disengagement.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by offering only a paid service or factory reset, rather than guiding through the non-destructive recovery process.
Call Transcript22 turns · 24 lines
Speaker 1
Welcome to the office board for the first time. [silence] This is like, oh, we've missed. [silence] It's too small to see. [silence] Yeah, I'm trying to uh set up my my internet box here, my link sheets [silence]
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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 for calling Linksys. This is Carly. How may I help you? Okay. Is this the first time that you're
00:00
Speaker 1
the the problem is I have forgot my password and so I can't get it reset for whatever reason okay no no I've had it I'm yeah I've had it set up but what had happened is I bought a new phone and so I'm trying to get it switched over to my phone my new phone but I can't remember my password no I've had this box for years that's why I can't that's why I can't remember the password because I set it up years ago yes ma'am
01:00
Speaker 2
set okay uh... sure this is uh... first time you set up the router or this is um re re configuration okay uh... right so before we continue let me just create a record for this um a have you called linksys before or this is the first time okay uh...
01:00
Speaker 1
The serial number is three four in one zero M. two five A. zero five zero six six. You got it. The model number, it's, is that, uh, WPS number? Oh no, it's, uh, links. All right, the links is set up four five six, four five six.
02:00
Speaker 2
Okay. 34N for Nancy onezero M for Mary two five A for Apple zero five zero 66. and how about a model number? I'm no sir um right below Priestess. um no sir um you can see there are links at the button try to check at uh right uh below the word lens there's the model number MR six, three, five-zero, right? And how long you had this router? Okay. Okay. And who was your internet service provider?
02:00
Speaker 1
938 Felita street. Ninth and 731 pass. Eighth and 90 and uh 8 8 90 Kevin Collins c o l l i n s C-O-L-L-I-N-S. Uh we're going to put it under my dad's. It's in T-N-A 12.9.5 0 7 1 8
04:00
Speaker 2
Okay. And can you have your phone number? Again, 904 and then 71. Okay. And how about your first name and last name? Last name spelled C. U. U. L. L. I. N. Okay. L. And, um, how about your email address?
04:00
Speaker 1
Hello. [silence] Yeah, yeah, yeah, yeah, but it wants me to sign into the box before I can finish setting up a new account. So, but I can't sign into the box 'cause I forgot the password. We set it up years ago. Blue, blue? Okay. [silence] Okay. Okay. [silence] So, but I can't sign into the box 'cause I forgot the password.
05:00
Speaker 2
OK. So the email address that's T for Tango, N for Nancy, A for Apple, 12.9.5-050 at gmail.com. OK. All right. And again, you were trying to set up this router using a new phone, like you install the app and you forgot the password. Sir, what is the color of the light right now on your router? OK. And color of the light is blue. OK. So, if it's blinking blue, so it means it's ready to connect on your Wi-Fi. So, you remain logged in into the router, right? Yes. Yes, I logged in. Do you maintain server connection. Yeah, yeah, yeah. OK. And then you are where? OK. And then you are skin or six. You are using Android or iPhone or what? Ok. And then do you get a screen, where all the network you connected to you have already connected to all networks? Yes. Yes, I am using Wi-Fi. That is I tried all this, but but I couldn't.
05:00
Speaker 1
[silence] [silence] sorry. [silence] I [silence] I [silence] can you co-fine or [silence] is it [silence] right. what it tells [silence] me is it says power on your router. it says connect to its Wi-Fi name, but I can't connect because I don't know the password. so I can't finish setting up the account. and it says then it says tap this button below find my Wi-Fi router. Well, I can't [silence] I can't connect to the router because I don't know the password. Is there a way to reset [silence] it? well, this is an iPhone. I see we switched from an android phone to an iPhone.
06:00
Speaker 2
okay, okay, when you access the apps or, um, you use that, um, access to, um, like, um, links, this account, right? Because, um, and then you forgot the password, sir, um, right now, um, Okay. Okay. Okay, um, yeah, sir. But again, um, this phone that you're using, is it an iPhone or an Android phone? Okay, so this
06:00
Speaker 1
Correct. Don't one mobile. We have two. Uh, there's one in the garage. Yeah, but we yeah, we got one in the garage, but we don't hardly ever use that one. So we Yeah, just how they get this one right here set up. It's a salad, I called up. Yeah, an old phone. They said we may have to get your old phone, but try and set it, but still I I don't know how to find the I think. Now we've got your old phone. We've got to try and set it up. Then I don't know how to find the I can't. Now we got your old phone. We've got to get to try and get it to fix it. But I think I can press something.
07:00
Speaker 2
I phone right now, even though your iPhone, when you go to the Wi-Fi, it won't allow you to connect because you don't know what's the Wi-Fi password, right? Okay. And you only have one Lexis router right now, correct? Okay. Uh, oh so this is like a two mesh routers that are are one is child node, right? Mhm. Mhm. Mhm. Okay. So, but you already have, um, any, um, an older device like a computer or other phones which is already connected to the network. Correct?
07:00
Speaker 1
they shut the service off yeah there's no service on the old phone but we can bounce off of Wi-Fi and have service on it. Right, correct. All right, I'm gonna have to go up to the front house and go get the other phone.
08:00
Speaker 2
Okay, all right. So again, just for the... your main concern here is the Wi-Fi password so that you can connect your phone to the Wi-Fi, right? Okay. All right. So before we do start for any troubleshooting, again, to check the Wi-Fi password, we can check that actually on the router setup page, the router page, and in any case, we need to use a device that is currently connected to the router. It could be a computer or a phone which has internet access. Okay, to your router. Okay. Okay. So, okay. So before we also go get that... sir and before we start for any troubleshooting let me just inform you about the status of your linksys router um it shows it here in our system that your router is already out of warranty okay and then if the router is already out of warranty sir um complimentary phone support is no longer available okay but you don't need to worry about it sir we do have options for out of warranty linksys devices our first option is um you can take advantage of our AI tool that can be found on our website and that is support.com right and our second option is uh this is our one-time non-refundable technical support okay and the troubleshooting is up to 60 minutes right and that will cost you for $15 and there's no guarantee that we will fix your device
08:00
Speaker 1
[silence] the one that's free. the one where you the one that you helped me out for free. Okay. [silence] all right. all right. [silence] all right. so so we're done talking? is that what you're saying? all right. tell us our just tell us our password. All right. so you're just not going to tell me your the password. [silence]
10:00
Speaker 2
can we be able to fix the issue and in any case at the end of the diagnostics if we found that your device is defective, there will be no refund or replacement. so which options would you like to proceed, sir? Okay. Yes, that's our AI tool. Yes, sir. That is our our AI tool that can be found on our website support.Linksys.com. mm-hmm. Okay. Yes, sir. Because the only option that we can walk you through on how to to check the Wi-Fi password is to with our paid connect service.
10:00
Speaker 1
I mean you have it right there front of you or what I mean and they're like a a reset one that you can do like one two three four five, six I'll let you do it, help me All righty then alright sounds good thank you thank you alright All right.
11:00
Speaker 2
No, sir. We don't have that record, especially if you change or personalize the password. Uh-oh. [silence] You can do a reset on your router, sir, but once you do the reset, it will erase everything, all the setup that you, um, uh, made on the router. Like, even the internet connection, it will erase the, um, settings. Uh-oh, [silence] so it's like if you do the reset, the router set back its factory, uh, settings, default settings. [silence] Thank you. Uh-oh, [silence] you welcome, sir. Or you may check also, um, if underneath the router, if that password is, um, that password will work. If there's a password in, um, on your, um, [silence]
11:00
Speaker 1
okay yeah there is a password on there okay and all right well I'll alright I'll try that thank you so much alright bye
12:00
Speaker 2
um, at the bottom of the rack. you can try to use that as well, okay? yes, you can try to use that. You're Welcome. so thank you for calling lynx sis. this is Caitlin sir. Goodbye for now.
12:00