V2 Rubric Detail — 8a310bf4-5fab-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:22
Duration
10m 19s
Contact
Bobbie McCoy
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00131955
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided providing any substantive troubleshooting or resolution for a solvable issue, redirected customer to website without assistance, and failed to follow OOW best-effort standard.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to diagnose or resolve a basic password recovery request, offered no troubleshooting, and incorrectly claimed the E1200 was unsupported. Repeated misspelling of 'Linksys' and failure to adapt to customer confusion demonstrate critical lapses in accuracy and communication. The interaction constitutes avoidance/evasion, resulting in an unresolved case and auto-zero.

V1 Case Analysis

Customer unable to reset TV cable password; agent identified router as E-1200 out of warranty, gave website link, no resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the customer's problem (TV cable vs Wi-Fi).
  • Agent gave incorrect product and warranty information.
  • No proper password-recovery procedure was followed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect model/serial number before giving advice.
  • Provided wrong admin-password reset steps; should have used five-digit recovery key.
  • Repeatedly misspelled 'Linksys' and gave confusing brand spelling.
  • Offered an upgrade instead of troubleshooting.
  • Did not verify that the customer could complete the suggested steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the password reset issue; only directed customer to support website without executing or guiding through recovery steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted — agent immediately cited warranty status without diagnosing whether the issue was admin password, Wi-Fi password, or TV access.
R3 Not Met Correct resolution path conf 96%
Declared device out of warranty and offered no best-effort troubleshooting (e.g., recovery key, factory reset), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Failed to clarify if customer needed router admin password or Wi-Fi password; no diagnostic questions asked to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use admin interface, recovery key guidance, or even confirm model-specific reset method — skipped essential tools for password recovery.
T3 Not Met No misinformation conf 96%
Incorrectly instructed customer to 'go to Setup → Admin → password' — E1200 does not have this UI path; also repeatedly misspelled Linksys as 'Lincsys'/'Lincsys'.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, poor control — conversation drifted; ended abruptly after spelling URL without confirmation or closure.
C2 Not Met Confirmed understanding conf 94%
Used technical jargon ('end of life', 'out of warranty') without explanation; failed to adapt to customer's confusion and repeated spelling requests.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by redirecting to website immediately; no attempt to assist despite customer's clear distress and repeat contact.
O2 Not Met Proactive follow-through conf 95%
Provided no next steps, timeline, or follow-up; left customer to self-resolve with no support path.
O3 Not Met Closure confirmation conf 93%
Referenced prior record but did not leverage any history — re-asked nothing, but also failed to build on past interactions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was within L1 scope (password recovery).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Minimal empathy — generic 'I understand' without acknowledging frustration over 5-day TV outage or repeated calls.
X2 Not Met Tone & rapport conf 95%
Tone remained rigid and scripted; did not slow down or simplify despite customer's difficulty with spelling and comprehension.
X3 Not Met Overall experience conf 97%
Forced customer to navigate support site alone; increased effort by not providing direct instructions or handling recovery.
Call Transcript11 turns · 12 lines
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. To hear more, 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.
00:00
Speaker 1
Yes, I've called before. I am locked out of my TV cable. I need to reset the password. Hello?
05:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Yes ma'am. So you wanted to reset the password. Uh, so currently the phone number is 543-2257. This is a landline. Yeah. So, ma'am, in order to reset the password, you just have to go to Setup. And then at the bottom menu, you will see Admin. And click that and then click the password. Will you be able to do that for us, ma'am? I'll be right there. And just remember that it's hidden. Wait. Uh-huh. It has just, it says it's [silence]
05:00
Speaker 1
Yes, I haven't. Yeah, this is Bobby McKim. I haven't seen TV in five days. It's a it's a it's a e-e-100 one. It's a e-500 roller.
06:00
Speaker 2
So, um, I believe you're asking for the, you're referring to the Wi-Fi password, ma'am, right? Okay, so this is Bobby Ma. Okay, yes. Okay, so you're having trouble connecting your smart TV. All right. So, yeah, I understand, ma'am, that you're trying to connect your smart TV, okay? So, as we've checked your record here, you have a -- you have an E-1200 Linksys router. And I believe that the previous technicians already mentioned it to you that your device is already out of warranty. Um, we're currently offering an upgrade to the Linksys Router MR. 7. 5 extension should you be interested, ma'am, just please let me know, all right?
06:00
Speaker 1
lexis.com support that list here. how do you spell Linksys?
07:00
Speaker 2
Yes, as per our system here, based on the serial number, ma'am, it's actually E-1200. If you check on the device, it's E-1200. And your device is already end of, it's even one of our end of life routers. And the technical support is no longer covered for that. Okay. It's already ended last August 2022. Okay. So what we can only give you is the website, ma'am. What we can offer to you is our website, which is support.linksys.com. Yes, support.linksys.com. Okay, let me spell it out for you.
07:00
Speaker 1
Speak up. Spell it again, please. I guess if I got support on..."
08:00
Speaker 2
support dot link sys that's L for Lima I for India N for Nancy K for Kilo s for Sam Y for Yankee dot com.
08:00
Speaker 1
Sing TV and [silence] How do you [silence] How do you spell [silence] I understand. How do you spell lynches? [silence] L-I-N-S A [silence] S [silence] L-I-N K
09:00
Speaker 2
Yes, ma'am, we understand, okay, that's what we've been telling you, that you're no longer covered for free technical support, because your device is out of warranty. Okay? I do hope you understand that. Yes, that's what I've been telling you. LINCSYS, that is L for Lima, I for India, N for Nancy, K for Kilo, S for Sam, Y for Yankee, S for Sam. LINCSYS. Now LINKS, LINKS. S Y S. Okay, thank you for your time. Miss Bobby, this is Epi from Ling Siss. Have a great night. Take care.
09:00