V2 Rubric Detail — 87c94082-6fd9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 14:32
Duration
13m 45s
Contact
David Sloppy
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00129635
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected call
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by stating 'we cannot do anything about it' and failed to escalate despite explicit customer request and clear inability to resolve.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the customer’s security concern about the recovery key, provided no troubleshooting, and dismissed the issue despite explicit escalation requests. While the technical fact about the non-disableable recovery key was correct, all other indicators — including ownership, escalation, communication, and customer experience — were severely lacking. The agent’s avoidance of responsibility triggers an auto-zero under the rubric.

V1 Case Analysis

Customer reported recovery key enables unauthorized password resets and requested disable option or replacement. Agent confirmed feature cannot be disabled but provided no troubleshooting, case, escalation, or next steps.

Troubleshooting Steps
  • Confirmed that the recovery key is a designed feature and cannot be disabled.
Key Observations
  • Agent failed to collect product model, serial number, or warranty status despite the customer offering contact details and the issue being device-specific.
  • No HappyFox case was created or referenced, violating standard protocol for logged support interactions.
  • Agent placed customer on hold for ~8 minutes (03:00–11:00) without explanation, indicating poor call control and communication.
  • Customer explicitly requested escalation and to speak to a supervisor, but agent did not facilitate this.
  • Agent provided no next steps, self-help resources, or escalation path, leaving the customer with no resolution.
Positive Highlights
  • Agent accurately stated that the recovery key is a built-in feature and cannot be disabled, which aligns with Linksys KB (linksys_now_login_admin.md).
  • Correctly identified the purpose of the recovery key as a non-destructive password reset method.
Agent Errors / Gaps
  • Failed to obtain product model/serial number despite the issue being hardware-specific and customer providing contact info.
  • Did not create or reference a support case in HappyFox.
  • Placed customer on unexplained 8-minute hold, violating communication and efficiency protocols.
  • Failed to acknowledge or act on customer's request to speak to a supervisor.
  • Provided no concrete next step, escalation path, or self-help resources (e.g., KB article on recovery key).
  • Demonstrated poor call control and lack of empathy during a highly emotional customer interaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we cannot do anything about it' regarding the recovery key, failing to resolve or offer a viable path forward for the customer's security concern.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent did not ask for model number, firmware version, or attempt to guide customer through password recovery or security settings.
R3 Partially Met Correct resolution path conf 93%
Agent correctly acknowledged the recovery key is a built-in feature per KB, but failed to assess warranty status or offer best-effort steps (e.g., password change, firmware update) to help secure the router.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not diagnose the issue — no questions about symptoms, device model, or prior actions; assumed the problem was solely the recovery key without investigation.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB references were used beyond a general statement; no attempt to access admin dashboard, check recovery process, or cite specific documentation.
T3 Met No misinformation conf 94%
Agent accurately stated that the five-digit recovery key cannot be disabled, which aligns with linksys_now_login_admin.md documentation.
Communication
C1 Not Met Clear & professional language conf 96%
Agent placed customer on hold without explanation, provided no agenda, and failed to maintain control — interaction was reactive and disjointed.
C2 Not Met Confirmed understanding conf 95%
Agent used vague responses ('Um, yes.') and did not adapt to customer’s technical level or emotional distress; no comprehension checks or language adjustment.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — no follow-up commitment, no transfer to a specialist, and no effort to resolve despite repeated customer demands.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or callbacks were established; customer was left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 90%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer explicitly asked to speak to a supervisor and expressed escalation need; agent ignored the request despite the issue being beyond L1 scope.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed — customer was not informed of transfer, no team was contacted, and no details were passed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy or acknowledgment of customer’s distress; responded with flat, disengaged tone during expressions of frustration and vulnerability.
X2 Not Met Tone & rapport conf 96%
Agent failed to match customer’s urgency or emotional state; no pacing adjustment or tone shift to de-escalate or engage constructively.
X3 Not Met Overall experience conf 95%
Customer repeated the issue multiple times; agent created unnecessary effort by not capturing details early or offering self-help resources.
Call Transcript14 turns · 15 lines
Speaker 1
Hi, I'm having a serious issue. You guys have a serious flaw in your products that I want you guys to be aware of. Uh I'm having issues with my browser. [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.linksyses.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, please have your device 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 and yes, this is Deb. I'm going to help you today. [silence]
00:00
Speaker 1
other and my passwords and him screw with all of my stuff. It's not only him, there's some other people involved, uh, but you can reset these passwords on these routers via the code on the bottom of the note. Right? So, yeah, you you you guys need an option to turn that off. That makes it possible for someone to grab this six-digit code and to continually reset my router password. I cannot secure my router because of this. He keeps changing the password over and over and over and over. And he should, this man should never, he's been in my house, but he should not be. And now I cannot secure my router. You guys need an option to turn that off.
01:00
Speaker 2
[ Silence ] Yes. Yes, sir. The router password. Uh-huh.
01:00
Speaker 1
Yeah, I know you need, like, you need to escalate this. You need to put a ticket in or you can send me a new router. I don't know. This is ridiculous. Why would you guys do this? I need to speak to your supervisor, please. Uh, this one, or here, try to do this one 515-33082-8875. David Larson with an E. [silence]
02:00
Speaker 2
sure. There's no way to turn that off unless... Okay. Yes, sir. Before we do that, sir, may I have first your phone number, just in case you get disconnected? Let me just repeat here, 515-3308-222. What is your first and last name, cher?
02:00
Speaker 1
thank you. Yeah. Okay. Thank you. These fucking companies are fucking retards, dude. what are you guys, fucking stupid? [silence]
03:00
Speaker 2
Okay so yeah for that uh conference chair I'll just need to place you on hold for two or three minutes okay? Just stay on the line sure. I'll be right back. Thank you Sure.
03:00
Speaker 1
We want to go inside then go, come on. Let's go. Come on, baby. Let's go out. Come on, baby, let's go outside. Are you okay? [silence] hi I'm having an issue with one of your routers I've been using your routers since the 90s and I find this incredulous you guys have these password reset codes on the bottom of your router right my brother's been other my brother keeps resetting my password I cannot secure my router because of these codes you have on the bottom of the notes and I am flabbergasted that this is a thing you guys I'm trying to either have you guys there needs to be an option to turn it off or you guys need to send me a new router uh
10:00
Speaker 2
Hi, David. This is Clark from Linksys, wanted to revise there, how can I help you? Mm-hmm. [silence] Unfortunately, sir, for that kind of, um, we actually didn't have, uh, we, the technical support team didn't have an, um, hold and have a
11:00
Speaker 1
I know, but this is the number I have to call.
12:00
Speaker 2
[KEEP_UNCERTAIN] How our links device is being designed. So these these these router, actually sir, these router or all the information um on the router itself was being designed for its purpose. So I totally understand that your brother is always resetting um your password in order for you in order for him to get in to the settings of your linksys router. Um, for that once we we cannot actually doo we do not have any hold on that if your brother he keeps on resetting um your password because these password or these recovery key is intended. Um, in order for us to um, reset the router password to log in on the router, uh, password to log in on the router, uh, setting, so there you can see that we cannot do anything about it [silence]
12:00
Speaker 1
Right, I'm aware of that, but you need an option to turn it off because there's other options to reset your password. There's options for email reset. There's other options. You need to be able to turn this off. This is the number I have to contact you guys. Stop giving me excuses. You need to put in a ticket. How do I speak to someone else, man? I'm not doing this. Stop giving me excuses. You are a giant company. I've been using you since the 90s. This is stupid. This is absolutely dumb. Why do you have this on the bottom of your routers? Are you insane? Fucking moron, fuck yourself.
13:00
Speaker 2
Um, yes.
13:00