V2 Rubric Detail — 8d0226a8-6436-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:08
Duration
21m 40s
Contact
Charles Drinkwater
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132817
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot Wi-Fi Password_E1200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly refuses assistance based on warranty status despite documented OOW best-effort requirement, effectively avoiding the support obligation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent dismissed the customer’s request due to out-of-warranty status, violating Linksys policy requiring best-effort troubleshooting. No technical steps were provided, no tools used, and inaccurate support policy was communicated. Despite showing empathy, the agent failed to resolve or advance the case, resulting in an unresolved outcome with clear avoidance of responsibility.

V1 Case Analysis

Customer unable to access EA1200 admin due to lost password. Agent incorrectly stated device is unsupported and provided wrong reset guidance (20 seconds). Did not use five-digit recovery key process. No valid next step or self-help path provided. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and customer contact details.
  • Informed customer the device is out of warranty and no longer supported.
  • Suggested holding reset button for 20 seconds to restore access.
Key Observations
  • Agent incorrectly claimed EA1200 is no longer supported and cannot be reset (contradicts KB).
  • Provided wrong reset duration (20 seconds instead of 10-15 seconds per KB).
  • Failed to guide customer through the five-digit recovery key process, the correct method for EA1200 password recovery.
  • Incorrectly stated a default admin password would work after reset (EA1200 requires recovery key).
  • No KB article, self-help link, or email with instructions was provided.
  • Call ended without clear next step or operational closure.
  • Long silences and off-topic customer conversations were not managed effectively.
  • Agent misidentified the product as 'Lynxus Echo 1200' instead of EA1200.
Positive Highlights
  • Expressed empathy by offering condolences for the customer's loss.
  • Collected serial number and email address correctly.
  • Attempted to create a case record in the system.
Agent Errors / Gaps
  • Incorrectly stated that out-of-warranty EA1200 routers are no longer supported and cannot be reset (contradicts KB).
  • Provided wrong reset duration (20 seconds) instead of 10–15 seconds (KB: 10–15 seconds for factory reset).
  • Failed to use or mention the five-digit recovery key process, the correct method for EA1200 admin password recovery.
  • Misrepresented that a default admin password would work after reset (EA1200 does not have a universal default; recovery key is required).
  • Misidentified the product model as 'Lynxus Echo 1200' instead of EA1200.
  • Did not send or reference any KB article, support page, or self-help resource.
  • Did not verify the outcome of the suggested reset.
  • Allowed long silences and off-topic customer conversations without regaining call control.
  • Failed to offer any valid next step or self-help path after declining free support.
  • Gave contradictory information about whether reset affects wired vs. wireless (initially said only wireless, later corrected to both).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states no support for out-of-warranty device and does not resolve the password recovery or reset request; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps provided; agent skips diagnostics and jumps to policy explanation without attempting reset guidance.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly uses warranty status as a reason to stop helping, violating OOW best-effort standard which requires troubleshooting even on expired devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent fails to ask diagnostic questions about symptoms, LED status, or connection type; jumps directly to unsupported conclusion.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, remote tools, or documented reset procedure; agent does not reference any technical resource despite clear need.
T3 Not Met No misinformation conf 98%
Agent falsely claims Linksys provides no assistance for out-of-warranty devices, contradicting documented OOW best-effort policy.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacks structure; agent does not set expectations, manage transitions, or maintain control amid customer digressions.
C2 Partially Met Confirmed understanding conf 94%
Agent uses simple terms but fails to confirm understanding; some adaptation to customer’s emotional state but no comprehension checks during technical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandons case immediately upon determining warranty status, showing no ownership of the customer’s problem.
O2 Not Met Proactive follow-through conf 96%
Email sent but no confirmation of content, next steps, or timeline; customer left without clear action plan.
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 98%
No escalation performed and none was warranted for a factory reset request.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent offers condolences (“condolences to your family”) and maintains polite tone despite customer’s emotional state.
X2 Partially Met Tone & rapport conf 93%
Agent shows patience but does not adapt communication style to reduce confusion; customer repeats information multiple times without intervention.
X3 Not Met Overall experience conf 96%
Customer repeats serial number, model, and email multiple times; agent fails to reduce effort by recording or referencing earlier input.
Call Transcript25 turns · 32 lines
Speaker 2
Welcome to Linksys Support. To ensure quality of 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, P paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. for out of warranty product, paid sup
00:00
Speaker 1
What do you think is going on with your device? I hope you can, Madam. Well, we have a Linksys router, and unfortunately, we've had some, somebody passed away, and they had access to all the the ability to get in and password and username and stuff, and we don't have that anymore anymore. And so, I'm contacting you because we have a Linksys router, and I have the serial number along with the MAC address, and I'm hoping that you could walk me through resetting it so we can set up a new password so our Wi-Fi will work here. The serial number is 10822, C as in Charlie, 650
01:00
Speaker 2
Hi, thank you for calling Lynch is Technical Support. This is Rio. How can I assist you today? Okay, right. Can you confirm to me what's the serial number for your device please? [silence]
01:00
Speaker 1
[silence] ma'am. Thank you very much, ma'am. I appreciate it. Yeah, we're just trying to get everything functional, you know. Unfortunately, people, they write stuff down and we can't find it or whatever. So, we have to go through and reset everything. Yeah, Chuck. [silence] Thank you. [silence] Yes. Okay. Oh, sorry. There you go, Chuck. [silence] cuz in the back seat in the driver's side back seat, there's a white box from the post office. Look in there there's a box of gloves for you and I'm not going to charge you $15 for them, like you paid the thing the other day. Yeah, they're right here and paid. Yeah, they're know I charged you. Yes, ma'am. I'm sorry. [silence] you
02:00
Speaker 2
Okay. Bear with me, sir. Let me just take a look. And by the way, sir, condolences to your family. [silence] Got it. Uh let me just- It's okay. Bear with me. I'm still looking on it. Uh, sir? Hello? Uh sorry, to interrupt you. I just would like to ask if I got it,
02:00
Speaker 1
Yes, ma'am. Let me, um, let me, let me pull it up. I've got a, my eyes aren't what they used to be, so let me look again. Make sure I've got it correct. I don't want to tell you. 10822, C as in Charlie, 65416158. Yes, ma'am, I can. Oh, model number. Well, let me see, where is the model number? Um, I got the Mac ID, serial number. Oh, okay. Where would the model number be? Would it be on the back where everything else is? I've got a, You know, Um,
03:00
Speaker 2
108?
03:00
Speaker 1
Okay. Okay. It's a Lynxus Echo 1200. It's the first time I've called. I don't know if anyone's called before man. Charles. Drinkwater. D-R-I-N-K-W-A-T-E-R. Email address is going to be Charles.C-H-A-R-L-E-S.Drinkwater.D-R-I-N-K-W-A-T-E-R@yahoo.com.
04:00
Speaker 2
There is none number. You sir, if I may ask, is this the first time you called languages? Okay. All right. It's like, I let me just create a record for you in the in the system first before we proceed. Can you hear first name and last name? How about email address here? Got it.
04:00
Speaker 1
The internet service is ViaSat. ViaSat. Ma'am, I appreciate all the help and I will wait as long as I need to. Okay? Thank you. Awesome. All right. Someone find something where she can't fucky. Listen. Now listen, let me tell you what, what's going to happen. Once I get this stuff set up, I'm gonna, I'm gonna put an email together and I'm gonna send it to him. I'm gonna save it. I'll send it to you too. I'll send it to DJ. It doesn't matter. And I'm gonna and I'm gonna send him a text on his phone. And I'm gonna add it to the contacts on under his name under my phone. And that way I have it. Cuz this is ridiculous. Cuz what I've done, I I called ViaSat.
05:00
Speaker 2
My internet service provider, Bell,1 can you give me just two minutes, sir. Let me just fill in everything first in the system. Thank you.
05:00
Speaker 1
Reset that one. They were real nice but that's only the connection between the satellite and this. Then it goes to the router. The reason this computer works is because it's hardwired through the Lynxus, right? But the other one is wireless so it's not working. Yeah, yeah. That's all right though. We're going to get it. I appreciate you working so long unbreak today. Oh, man. I, I will pay you separately. I don't care. But for some reason, with Chuck, if I bring something up here, it's like my money is no good. You know, it's like he doesn't ever get to my trucks and I need that truck running. Yeah, no, I got you. So just, I mean, whatever it needs, if you'll just let me know or order it. I mean, I have an account at Advance. I have an account under DRB rentals or whatever. Yeah, it's under my phone number. So Yes, ma'am. I'm here. [silence]
06:00
Speaker 2
[silence] Hello, sir. All right, so sir, by the way, I was able to create a record in the system. However, based on the records here, the warranty of your product has already been expired. Then just to set up proper expectation, that we no longer provide free technical assistance for out of warranty device. I double checked also the router that you have, sir. Outside from the device is part of our oldest router, meaning to say, sir, we no longer provide technical assistance for this router. Now, the reason for that, it's because the router that you have it, it does not have any more further updates. So if we are going to reset the whole system, uh, I'm I'm afraid that we might not be able to connect it back to your network. Number one reason is because there will be a conflict between the modem, the modem that you have and then the link to this router. So troubleshooting might not work,
07:00
Speaker 1
Well, is it, is it, how long is the I mean, how many steps is it to reconfigure the router? In the in the instruction. Okay. So, I just reset, I, I press that red button for 20 seconds and then is that going to affect the wired and the wireless
08:00
Speaker 2
you don't need to worry, you know. You don't need to have an account for it. There will be a default password for linksys because you have reset your router. Yes.
08:00
Speaker 1
Just the wireless.
09:00
Speaker 2
Just the Warlester. mm-hmm. Oh, yeah, the one that you've provided to me, charles.drinkwater@yahoo.com. Okay. Okay. Oh, that one. Huh, sir, hello? Uh, just to double just to make it clear to you, okay, if we're going to reset the whole system temporarily, you won't have an internet, both wired and wireless. Okay.
09:00
Speaker 1
[KEEP_UNCERTAIN] Okay. So I'll just have to, I'll have to pull up my email. I can, I can pull up my email on my phone. Okay. But what I'm going to do is I'm going to make sure, I'm going to make sure that email is here first before I let you go. So, okay. So Chuck, yes, ma'am. Thank you. Oh yeah. Um, I'll get to that. I'll going to put that uh, I didn't subscribe. I didn't back in, but uh, I'm not going to. I got to go to Kafka this time. All right. I'll leave you to it. You look, huh? All right. Oh, you ready to put it back here? I mean, is that full mom? You still with me? Okay. Okay, great. I'm pulling up my Yahoo email now. Uh,
10:00
Speaker 2
Mm-hmm. Yes. All right. Hold on. Uh-huh. Yep. Got it. Let me just get this. It. Yes, sir. I'm almost done here.
10:00
Speaker 1
Oh, technology's great when it works. Yep. OK, I'm pulling mine up now. Yes, ma'am. Wow, he's got a password to his Java email. Chuck do you know
11:00
Speaker 2
Hello, sir. Yeah, I've sent already an email to you. Can you double check.
11:00
Speaker 1
Chuck Chuck do you know what your password is to your Yahoo email? Do you know what your password is to your Yahoo email? Yahoo? yeah I'm trying to get on your Yahoo email or either pull it up on your phone and see if you got an email from uh Lynxis. She sent you an email. Can you pull it up on your phone? I don't know. Jimmy Kim Jimmy Kim got a phone call. She sent me an email. She sent you an email. Hold on I got to put it a little eBach. Because we're going to reconfigure the the router which we can do. But they don't support it anymore because it's too old of a router. But we can. I just want to make sure if you she's supposed to she sent you an email to instructions of how to reconfigure that router. I just want to make sure you have it. If you have it I can take notes and then I can reconfigure the router. The router's not gonna affect the wired. It's only gonna affect the wireless. But the wireless isn't working right now anyway. that asks for your password. Hopefully just put it on there. I forgot the password. Send me a thing real quick. It sends you a right here to my phone. You want to just tell you and then type in it. Okay. What is it? Hang on. Come on. Mostly. Oh, is that is that your recovery email. No. I need to type inCharles. Right? No. Yeah. Charles.greenwater@yahoo.com Charles.drink water at Yahoo.com? Yeah. How is it wrong? It is right. Gerald D. Drinkwater. Now, you must have a recovery email. What's your Gmail account? That's what it is. Same, same thing? Yeah. At Gmail.com? Okay, let's type that in. Information you entered is incomplete or wrong. Okay. Hey, do you have a password? Charles? Scott. Scott, do you have a password? Do you have a, do you have a security key? Yeah, this is sales, but the wish people. Yeah, you've got to remember, everybody's trying to make a living here. Everybody's trying to make a living. But no, normally on that computer over there, if I were to forward, I would probably get annoyed. I would say, please, you forget. Let me try again. If this is it. It's asking me for your password. No matter if I go to Gmail or if I go to Yahoo, it's asking me for your password and you don't know what your password is. [silence] Yeah. Mike Five, we go to your yahoo or your Gmale? No idea. Zero one. Hello? Turn on. And your phone number is? That clock watch this. 610 nine. Right. I can't see this. From I. From this. That was. Ma'am, you still there? Okay. Yeah, we're good. Okay. Oh, I. Okay.
12:00
Speaker 2
Course, we will go for all that. Okay.
18:00
Speaker 1
yeah it should be well it should be sending it now okay yeah you should be getting a code now should be a six digit code all right this should get us signed in my Yahoo what is it six six two six six two nine nine seven nine nine seven okay you're sending me a recovery email i don't know what it's doing all that we never had no problem at least um okay we said I haven't used this computer in a while okay it should be sending you another code another one yeah all right i'll enter that one see if that works you said six six okay wait look like it did send you know okay what's the new one six four eight six four eight four six six six six four four four [KEEP_UNCERTAIN] 497. Enter your full recovery email address. Charles.drank.lord. Hey, hold on. We give mail every day. at gmail.com. Yeah. [silence] I want the different one. That's a good email. I don't know why. Well, no, because your your, your recovery has got to be different than your, than your Yahoo. So, you said it's the same under gmail.com, right? Right? Right? Yeah, okay. Let's file that one. Yeah. Information you enter is incomplete or wrong. Wow. This is not making any cut. It's just a dang computer. It's wrong on there. Yeah, it does make any sense. okay. Well, ma'am, I guess, I guess, I guess I just let you go. I'm sorry to keep you so long, and we'll, we'll do our best to try to pull up the Yahoo email. Okay. But if you said you sent that. Yes, ma'am. Thank you. I appreciate your assistance. Bye bye.
19:00
Speaker 2
Got it, sir. Thank you so much, sir, for your time.
21:00