V2 Rubric Detail — 892a9d58-810f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 12:11
Duration
5m 1s
Contact
407-724-2971
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00137433
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall15.0% (-29.0)

V2 Grader Summary

The agent correctly identified the EA8300 as end-of-life but failed to provide any troubleshooting, account recovery options, or empathetic engagement. The customer’s email-change request was dismissed without action, tools, or escalation, resulting in an unresolved case with no ownership or next steps. Technical accuracy was maintained for EOL facts, but all resolution, ownership, communication, and experience indicators failed due to abrupt dismissal of the issue.

V1 Case Analysis

Customer requested email change for EA8300 account but no longer has access to old email. Agent confirmed device is end-of-life but did not provide steps to update email via account recovery or Linksys portal. No resolution achieved.

Troubleshooting Steps
  • Collected customer name, phone, email, model number (EA8300), and serial number (21P10C68806196).
  • Informed customer that the EA8300 is end-of-life and no longer receives updates.
Key Observations
  • Agent did not provide the correct procedure for changing the email address via the Linksys account portal (https://linksyssmartwifi.com) or account recovery options, contradicting KB guidance.
  • Agent inaccurately implied that no support or self-help options exist for account management on end-of-life devices.
  • Call ended abruptly without confirming customer understanding or offering a follow-up path.
Positive Highlights
  • Correctly identified the router model (EA8300) from the serial number.
  • Collected complete customer contact information (name, phone, email).
Agent Errors / Gaps
  • Failed to provide the correct steps to update the Linksys account email (e.g., visit https://linksyssmartwifi.com and use 'Forgot Email' or account recovery).
  • Incorrectly stated that the EA8300 is completely unsupported for any assistance, including account management, which misrepresents KB guidance.
  • Did not clarify whether the issue was related to router admin login or cloud account access, leading to missed troubleshooting opportunities.
  • Did not offer any self-help resources or direct the customer to the Linksys account portal.
  • Ended the call without ensuring the customer understood next steps or offering escalation to Linksys Account Support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never updated the customer's email address nor provided a way to do so; only suggested buying a new router. Customer stated: 'I want to update that email address because I no longer have that email address I no service.' Agent responded with EOL declaration and purchase suggestion without resolution.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic questions were asked about the account, login attempts, or router access; the agent jumped straight to a product-end-of-life statement. Agent said: 'this product no longer receive... software or security updates and is no longer eligible for technical or warranty support.' No troubleshooting attempted.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified EA8300 as end-of-life per KB but failed to offer best-effort support for account recovery (e.g., recovery key or local login). Stated: 'this device also has reached its end of life and its end of support. So better for you to do an upgrade or purchase a new one.' No OOW troubleshooting attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process was followed; the agent did not ask for the current login credentials, recovery key, or verify the account status. Agent declared EOL without gathering symptoms or root cause. Customer requested email change but agent did not investigate account access options.
T2 Not Met Appropriate tools / resources used conf 95%
The agent did not use any tools (account portal, admin UI, recovery key lookup) that would be appropriate for an email-change request. Agent relied solely on EOL status without attempting verification or recovery methods documented in KB (e.g., universal_password_login.md).
T3 Met No misinformation conf 97%
All statements made (product is EOL, can log in via router password, upgrade recommendation) are factually correct per KB. Agent accurately stated: 'As of now, we are no longer the manufacturer of this one, and this product no longer receive... updates' and 'you can proceed to log in using your router password on the Linksys app.'
Communication
C1 Not Met Clear & professional language conf 94%
The call lacked clear framing, expectations, or structured transitions; the agent gave a brief, abrupt recommendation without guiding the customer through next steps. Agent opened with EOL declaration and ended with 'Have a great day' after customer asked to end the call, showing no call control.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but did not adapt to customer's frustration or confirm understanding of EOL implications. Agent stated facts plainly but did not check comprehension or adjust for customer's confusion about lost email access. Customer expressed frustration but received no tailored communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disowned the case by immediately suggesting a new purchase instead of exploring account recovery options. Agent said: 'I highly recommend that it's time for you to do an upgrade or purchase a new one' without attempting to resolve the email-change request, showing no ownership of the issue.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps, timelines, or follow-up commitments were provided. Agent offered no path forward for the email issue and ended the call abruptly when customer requested disconnection. Customer was left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain. Customer stated: 'This is my first time calling us for support right' and provided serial number without reference to prior interactions.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Escalation to an account-recovery team would have been appropriate for an email-change request, but the agent did not escalate. Customer had a valid access issue (locked out of account) that required L2 intervention, but agent dismissed it with EOL declaration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated. Agent ended the call without any transfer or escalation attempt.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent offered no empathy for the customer's lost email or frustration; tone was transactional. Agent responded to customer's confusion with factual EOL statement and immediate purchase suggestion, showing no acknowledgment of emotional state.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pacing to the customer's confused and upset state; interaction remained flat and unresponsive. Agent used neutral, scripted language without adapting to customer's repeated confusion about email access and next steps.
X3 Not Met Overall experience conf 96%
Customer was forced to accept a costly workaround (buy new router) instead of being guided through available recovery options. Agent provided no low-effort paths (e.g., recovery key, local login) and created unnecessary friction by focusing solely on purchase recommendation.
Call Transcript10 turns · 10 lines
Speaker 1
Hi we have Hello Hi we have Oh Good good. Hi. How are you doing? Hi, how are you doing? I have a router that all. was tight to old email address and I want to update that email address because I no longer have that email address I no service. I'm sorry could you repeat that? Oh, Michael James.
00:00
Speaker 2
Welcome to linksizes support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling linksizes. This is Reggie. How can I help you today? Okay. So let me just confirm, sure, if I'm talking with Orgun? Talk me. Ma'am, I know your first name and last name.
00:00
Speaker 1
Last name is James. Yes, ma'am. I have my phone. Edward. Yeah, number is 407 724 2971. My current email is mikemediallc@gmail.com. Yeah, this is basically my first um. Yes, ma'am. Uh, I, I just have one. U.S. visas we-we-get.
01:00
Speaker 2
my first name is Michael and your last name is James. how about your callback number your and your email. and this is your first time calling us for support right and you're calling from United States. what do what do you mean by BlueSky device do you have at your end one can you please provide the serial number [silence]
01:00
Speaker 1
No. your number is 21 P Papa 10 C Charlie six eight eight 06 one nine six. Yes EA 8300. We have spectrum.
02:00
Speaker 2
Okay, so the model number for your Linksys router is an EA 8300. Who is your internet service provider? Now, before we proceed, Michael, I would like to set an expectation regarding of the status of your router. As of now, we are no longer the manufacturer of this one, and this product no longer receive.
02:00
Speaker 1
all, right, so, so, I have to get a new router though, instead of this one? Right. Yeah, I'm trying to, I'm trying to log in to this router and the old email, I'm, Yeah, I'm trying to log in and I don't have that email address anymore. [silence]
03:00
Speaker 2
<start_of_audio> is doing software or security updates and is no longer eligible for technical or warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Yes. But may I know the reason why you need your email? Would you like to access Linksys up? Yeah, you can also try to log in. As long as are can you still remember your credentials because there are other lead options and author to login on the app, your Linksys account or your
03:00
Speaker 1
Well I've done the and I'm able to but if I'm on the road or somewhere, I can't connect to the lava unless I'm back home. Like I'm you.
04:00
Speaker 2
you can proceed to log in using your router password on the Linksys app. Yeah, because this device also has reached its end of life and its end of support. So better for you to do an upgrade. or purchase a new one. But still, thank you for your time, Michael and Have a great day. Bye for now. Hello? Can you please end this call for me? Thank you. [silence]
04:00