V2 Rubric Detail — 8e34d4ea-80b4-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 01:20
Duration
10m 54s
Contact
661-759-3210
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137387
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - change Wifi name
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall19.8% (-36.2)

V2 Grader Summary

The agent identified the EA6350 as end-of-support but failed to provide required best-effort troubleshooting or accurate technical guidance (incorrectly stating no password was needed for security). The interaction lacked ownership, clear next steps, and empathy, resulting in an unresolved issue. Auto-zero was not triggered as the failure was technical inaccuracy and avoidance of policy-compliant self-help, not a critical compliance breach.

V1 Case Analysis

Customer (EA6350) unable to secure Wi-Fi from neighbor access. Agent confirmed device is end-of-support, offered email with generic instructions, and directed to support.linksys.com. No hands-on guidance provided.

Troubleshooting Steps
  • Collected customer name (Isla Santiago) and email (santago@gmail.com).
  • Identified router model as EA6350.
  • Informed customer that EA6350 is end-of-support and no technical assistance can be provided.
  • Offered to email generic Wi-Fi security instructions.
  • Directed customer to support.linksys.com (after initially providing an incorrect URL).
Key Observations
  • Agent correctly identified the EA6350 as end-of-support per KB guidance.
  • Agent provided an incorrect URL (support.support.Linksys.com) at [09:00], contradicting KB guidance (universal_support_contacts.md).
  • No actionable steps were provided to change the Wi-Fi password, despite the KB clearly documenting the process for EA Series routers (adjacent_connecting_devices.md, universal_password_login.md).
  • Agent did not acknowledge or empathize with the customer's security concern about neighbor access.
  • Agent repeatedly emphasized inability to assist without offering even high-level self-help steps during the call.
Positive Highlights
  • Correctly identified the router model (EA6350) from customer input.
  • Accurately noted that the EA6350 is an end-of-support product, aligning with Linksys policy.
  • Collected customer contact information (name and email) for follow-up.
Agent Errors / Gaps
  • Provided incorrect URL (support.support.Linksys.com) at [09:00], contradicting KB guidance.
  • Failed to provide any actionable guidance for changing the Wi-Fi password, despite the KB documenting the process for EA Series routers.
  • Did not attempt to walk the customer through accessing the router's web UI (http://192.168.1.1 or http://myrouter.local) to change Wi-Fi settings, which is a basic troubleshooting step for this issue.
  • Lack of empathy or acknowledgment of the customer's frustration regarding unauthorized network access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; agent offered only an email with instructions but did not guide the customer through securing the Wi‑Fi or confirm any outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no questions about current settings, security mode, or guest network configuration; agent immediately cited end-of-support status.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA6350 as end-of-support, but failed to provide best-effort troubleshooting (e.g., how to access admin UI, change password, or set up guest network), which is required per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions, or attempt to determine root cause; interaction skipped directly to policy statement.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt to guide customer to http://192.168.1.1, check settings, or verify security mode, despite KB allowing self-help for OOW devices.
T3 Not Met No misinformation conf 98%
Agent stated, 'you don’t need to create a password because um it shows um an secured,' which is contradicted by universal_wifi_security.md and adjacent_network_security.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected customer info and promised an email, but failed to set clear expectations or guide the interaction toward resolution; call lacked structure after initial data gathering.
C2 Partially Met Confirmed understanding conf 87%
Agent spelled out URL using phonetics (‘S for sugar’), showing attempt to adapt; however, continued with rigid script despite customer confusion and repeated requests for clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — declined to assist technically and deferred entirely to email/self-service without attempting any resolution steps.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send email ‘within three minutes’ — provided a next step and rough timeline, but no confirmation mechanism or follow-up plan was established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was a basic configuration request, not a complex or hardware-related failure.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained polite but showed no empathy for customer frustration or confusion; used scripted responses without acknowledging difficulty or repeated effort.
X2 Partially Met Tone & rapport conf 85%
Agent attempted to clarify URL spelling, adapting to comprehension issues; however, did not adjust pace or simplify language when customer struggled with multiple concepts.
X3 Not Met Overall experience conf 93%
Customer had to repeat name and email due to transcription errors; agent required customer to perform all actions despite simple steps being explainable over the call.
Call Transcript16 turns · 19 lines
Speaker 1
Can you hear me? Okay. Okay. Okay, good. Yes. We're trying to lock our Wi-Fi. Uh, because we have both... We're trying to lock on a Wi-Fi password, but it won't. It's called, um, it's because we have both... We are
00:00
Speaker 2
Welcome to Lynxis' 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. [ silence ] Thank you for calling Lynx. This is Carla. How may I help you? Thank you for calling Lynx. Yes, ma'am, how may I help you? Okay. So you're trying to um, go ahead.
00:00
Speaker 1
okay so how does it go how are they connected they are the same both yes how are they connected and guest link and guest but the link connects yes we'll put the locks what other things do you need yes because then the neighbors can use it more than internet and we don't want that because we want to connect to local internet yes to local internet that they have at the house it's just that she doesn't want to like lock Lindsey's guest tell me what you are saying it's harder if you say it the number of the what [silence] I am in other we can do it we are going to clarify also then also then good it is locked already
01:00
Speaker 2
Okay, the links is guest. You don't need to create a password because um it shows um an secured. But actually that doesn't secure. Okay before we, um, all right before we continue, may I have the model number and serial number of your Linksys device? Your Linksys, your Linksys device. [silence]
01:00
Speaker 1
What did she say? gonna me again. Yeah. Oh, well, hello say what what number more days. Oh, yeah, yeah, yeah, yeah. It's uh, it's A6350.
02:00
Speaker 2
You can check that under either the router. Are we gonna have your phone number to create a record. The model number and serial number. Okay, no need for the serial number. How about your phone number? Could I get your phone number? OK. Your router is an EA6350, right? Could I get your first and last name? Or.
02:00
Speaker 1
A: Island Santiago? A: AHL an Santiago? A: Yes. A: Island, yes, um, wait, let me re go with questions. Uh, I.E.S.LATAN S A N D I A G O
04:00
Speaker 2
And how about email address, E-mail, uh, email address? Can you spell it? [silence]
04:00
Speaker 1
[silence] u.s.@gmail.com. [silence] I-s-l-a-n-d-s-a-n-t-i-a-g-o. [silence]
05:00
Speaker 2
Okay, that. Okay. The email address is IS La La T for Tango Casa Santiago. Yes, and then that will be at. Is it gmail.com? [silence] So that's [silence]santago@ gmail.com, right? Okay. All right. Um as I check your links device device here using um the model number, okay, um we chose it here that your links router EA6350 is one of our um out of support um router already and end of support router. So with this one, um Linksys could no longer provide any technical assistance. Okay, what we can offer here is you can take full advantage of our AI tool that can be found on our website and that is support.Linksys.com. Okay. Or I can send you an email on instructions on how
05:00
Speaker 1
Oh yeah. Could you send them an email about it? About it Okay Okay no you you be able to help us because we could you no you could you no you don't worry you just look if you haven't had the no, I don't have no, yes I see. Yes. I I
07:00
Speaker 2
track the Wi-Fi password or how to secure your Wi-Fi, your, your on your, um, on the, on the, on the, um, on the, um, on the, um, on the, um, on the, um, Yes, I will send it to the email that you provided, the Santiago at Google.com. Hey. You're welcome. Right, so just wait for around, so the three minutes. Okay hello yes I will send you an email instruction on how to check the Wi-Fi setting or how to secure your Wi-Fi um network. Um we could not provide any technical assistance right now because your Linksys router an EA 6350 is one of our um end of support products okay and Linksys could no longer provide any technical assistance. Okay again, I'll send you an email instructions or you can also go to our website support.linksys.com. You can
07:00
Speaker 1
. what's the Lincoln Gen. okay I said Dan try support what he said. Tell him to let go letter by letter. can you say letter by letter I don't understand
09:00
Speaker 2
securing your wireless network. [silence] support.support.Linksys.com. [silence]
09:00
Speaker 1
What? King? The work support? The?
10:00
Speaker 2
Again, that's "s-u-p-p-o-r-t". The words support. Yes. Dot linksys.com. Again, "S" for sugar, "U" for umbrella, "P" for Peter, "P for Peter, "O" orange, "R" for Robert.
10:00