V2 Rubric Detail — 86b5fa0e-70cf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 19:53
Duration
10m 53s
Contact
443-340-6893
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide any troubleshooting or support based solely on product age, directing customer to purchase new hardware without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to troubleshoot, misinformed the customer about cloud accounts and passwords, and dismissed the case due to end-of-support status without attempting any resolution. Communication was poor, ownership absent, and no technical accuracy was demonstrated, resulting in an unresolved outcome with clear avoidance of support responsibility.

V1 Case Analysis

Customer unable to log into Linksys app; agent gave incorrect info about cloud account and firmware, did not troubleshoot connectivity, advised upgrade due to end‑of‑support.

Troubleshooting Steps
  • Explained difference between Wi-Fi and admin password
  • Suggested resetting the admin password
  • Provided end-of-support information
Key Observations
  • Agent incorrectly claimed Linksys cloud accounts are discontinued ([01:00]), contradicting KB.
  • Agent falsely stated EA7400 has no firmware updates due to end-of-support ([08:00]), contradicting KB.
  • No troubleshooting steps (power cycle, local access, recovery key) were performed despite customer being locked out.
  • Call ended with a premature upgrade recommendation without offering self-help resources or KB links.
Positive Highlights
  • Correctly distinguished between Wi-Fi password and router admin password ([03:00]).
Agent Errors / Gaps
  • Incorrect claim that Linksys cloud accounts are discontinued ([01:00]), contradicting linksys_cloud_account.md.
  • False statement that EA7400 has no firmware updates due to end-of-support ([08:00]), contradicting universal_firmware_update.md.
  • Failure to guide customer to local access via http://192.168.1.1 or http://myrouter.local (universal_password_login.md).
  • Did not attempt password recovery using the five-digit recovery key process (ea_series_password_login.md).
  • No basic troubleshooting (power cycle, WAN status check, admin password reset) was performed before declaring end-of-support.
  • Premature upgrade recommendation without providing any self-help path or KB article.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'we can no longer provide any technical assistance' and recommends replacement without resolving the login or connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., power cycle, firmware check, UI access); agent jumps to end-of-support conclusion after only asking for model number.
R3 Not Met Correct resolution path conf 96%
Agent refuses support solely due to end-of-support status without attempting best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to identify root cause; conflates cloud account deprecation with router-admin login issues and misdiagnoses password confusion.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (e.g., remote session, admin UI, logs) despite the issue being diagnosable via http://192.168.1.1 or firmware check.
T3 Not Met No misinformation conf 97%
Agent incorrectly claims 'Linksys cloud account is no longer available' and wrongly separates Wi-Fi and router passwords without confirming actual configuration.
Communication
C1 Not Met Clear & professional language conf 95%
Call has unexplained silences, no clear structure, and agent fails to guide through topic shifts (app login → password confusion → EOL declaration).
C2 Not Met Confirmed understanding conf 94%
Agent uses inconsistent terminology ('router password', 'admin stration password') and does not confirm understanding amid customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandons case after minimal effort, refusing further assistance based on product age rather than taking ownership.
O2 Not Met Proactive follow-through conf 95%
Only next step offered is 'upgrade to a newer router'—no actionable steps, timeline, or follow-up provided.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted given the agent’s final recommendation.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offers no empathy for repeated access issues or frustration; tone remains dismissive and transactional.
X2 Not Met Tone & rapport conf 95%
Agent does not adapt to customer’s evident confusion, repeating incorrect information instead of simplifying.
X3 Not Met Overall experience conf 94%
Customer repeats model and password details; agent creates unnecessary effort by misdirecting on cloud account and password types.
Call Transcript14 turns · 16 lines
Speaker 1
[silence] a [silence] I need to know why my router isn't working.
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Alright. I have these during.
00:00
Speaker 1
Thank you. One second. So, I've been trying to start an account with the lynx app and it keeps telling me it looks like we're having issues with our server. Try again later. But the app is no longer available.
01:00
Speaker 2
Serial number of Identity device, please. Mm-hmm. Oh, regarding that one, mam. Linksys cloud account is no longer available. So, if you wanted to access using the Linksys app, you need to log in using router password instead. So do not create any account or log in using the account anymore. The app is still available but the account or account making is no longer linked to the routers. So, you can still use the app but you can just log in using router password.
01:00
Speaker 1
OK, so it won't. OK, let me see what happens when I do this. Gary, is that a capital F on that smooth bore? Yeah. We do have a cot. I've got it on my computer. I don't know what you're saying about it. Quiet. OK. So the password I'm putting in, they're telling me it's incorrect and it's not incorrect because we just got in on my computer or my desktop with it. and it's telling me that the password that i used is incorrect. a.m. sir... yes, it says router password. it says router password and it's the same router password that i put in on my desktop. no. so i need the password for my router correct? to log into the app. so the what i said. [silence]
02:00
Speaker 2
Are you trying to log in using on the app? Um router password and Wi-Fi password are two different things. So if you wanted to log in using router password and it won't accept it, just reset the the one that the password that you're using is for Wi-Fi only for you to connect the devices. That's not the router password. That's why it telling you it's incorrect. Like um you connect your desktop to Wi-Fi? Is that the password that you are referencing? Yes.
03:00
Speaker 1
So you're telling me that the password that I used for my router is the password that I need to use for this app, correct? I did. [silence] I'm not putting in a Wi-Fi password. [silence] I'm putting in the router password.
04:00
Speaker 2
um the password that you use for your computer ma'am is the wi-fi password for you you're so that your computer will connect to your uh router's wi-fi and it will go online for the router password that will serve as your administration password for you to manage the settings that's so that's a different one so just reset and then make your own admin or router password yes ma'am but not the wi-fi password. Like an admin, admin stration password. Um, on your computer, what website did you used to access your router, where you inputted your router password? Um, you have the serial number first of your Leng）》Ires device, please? [silence]
04:00
Speaker 1
Is it EA 7400?
07:00
Speaker 2
d you have the model number man for the system? [silence] sure. It's the diamond head
07:00
Speaker 1
You're still there? Hello? Okay. When I go on to the Linux on my desktop, it says the connection is green is great and the router is great. I have been in and out of my job. I need to work at home from my router. And I've been in and out of it all day. And it's, it does it at least once a week. And I've called my internet provider and they say it's not them. Right. It said it had no I'm [silence] unavailable. I can [silence] hear you. Hold on, let me start another here. Okay, now. [silence] Clear me. [silence]
08:00
Speaker 2
Yes, ma'am. Mhm. Speaking via tracking here on my end this unit of yours is end of life and soon to be end of support, so there are no available updates.
08:00
Speaker 1
A little update. Mm-hmm. So you're telling me even though my router says that it's good, you can't, because it doesn't have an update, you can't help me. Can you tell me what year this model is? Okay. Alrighty. Thank you so much. Bye-bye. [silence]
09:00
Speaker 2
Yes. So since it's end of support here, we can no longer provide any technical assistance to this unit anymore. So it would be best for you to have an upgrade for a newer router. Um, uh, -Since the router is at uh. Yes ma'm, since it's no longer supported, the end of support is last August 24, 2024. And after that date, we can no longer provide any technical support for this unit, for this model anymore. Um, that's uh year 2019. You're welcome ma'm. Have a good day. Bye.
09:00