V2 Rubric Detail — 8ebc5eec-69c6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:01
Duration
15m 35s
Contact
Jeremy Burton
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, technical guidance, or resolution path for disabling the 6 GHz band or accessing the router. Despite the issue being within standard support scope, the interaction collapsed due to lack of ownership, empathy, and technical follow-through, resulting in an entirely unresolved case.

V1 Case Analysis

Customer unable to access router admin UI due to lost password and requested to disable 6 GHz band. Agent confirmed warranty but provided no actionable steps for password recovery or band management. Call ended without resolution or next steps.

Troubleshooting Steps
  • Collected customer name, phone, email, and serial number
  • Confirmed warranty status (in warranty until 2026)
  • Asked for a computer to access the router UI
  • Attempted to explain IP address/default gateway lookup (unnecessary for accessing http://192.168.1.1 or http://myrouter.local)
Key Observations
  • Agent never provided the factory reset procedure, which is the only supported method to recover a lost admin password (per KB: 'Recover forgotten admin passwords (only factory reset)').
  • Agent did not guide the customer to the router web interface (http://192.168.1.1 or http://myrouter.local) to disable the 6 GHz band.
  • Agent incorrectly suggested that IP address lookup was necessary before accessing the router interface, which is not required for local access URLs.
  • No KB article, self-help resource, or escalation path was offered despite the customer's clear frustration and unresolved issue.
  • Agent failed to acknowledge or de-escalate customer frustration after customer expressed frustration at 05:00 ('this is starting to really be a serious concern for me') and 13:00 ('my radar is going off').
  • Call ended without any operational closure — no callback, case escalation, or email follow-up.
Positive Highlights
  • Collected serial number (58W41M21E03457) and contact details accurately.
  • Correctly identified that the device is still under warranty and communicated this to the customer.
Agent Errors / Gaps
  • Did not provide the factory reset procedure to recover the admin password, violating KB guidance ('Recover forgotten admin passwords (only factory reset)').
  • Did not guide the customer to the router web interface (http://192.168.1.1 or http://myrouter.local) to disable the 6 GHz band, despite this being the customer's primary request.
  • Misled customer by suggesting IP address lookup was necessary before accessing the router interface, which is incorrect for local access URLs.
  • Did not offer any KB article (e.g., support.linksys.com/kb/article/90-en) or self-help path after the issue remained unresolved.
  • Did not follow Angry Customer Protocol: customer expressed frustration at 05:00 and 13:00, yet agent continued with non-essential steps instead of acknowledging and escalating.
  • Provided no next step or closure, resulting in an abandoned call with no resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided steps to disable 6 GHz or reset password; call ended without resolution or valid escalation.
R2 Not Met Diagnostic thoroughness conf 97%
Agent collected basic info but skipped troubleshooting; no diagnostic steps taken before call termination.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine correct resolution path—no verification of firmware, interface access, or model-specific guidance offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No root cause analysis; agent did not ask about current band settings, password recovery options, or signal testing.
T2 Not Met Appropriate tools / resources used conf 94%
Agent attempted to gather IP but did not use tools like remote session or direct UI navigation despite need to access router.
T3 Not Met No misinformation conf 93%
No technically accurate instructions delivered; agent did not reference correct URLs or disable 6 GHz procedure.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost call control—failed to set expectations, respond to security concerns, or guide interaction to resolution.
C2 Not Met Confirmed understanding conf 92%
Agent used scripted prompts without adapting to customer’s high frustration or technical skepticism.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent showed no ownership—no commitment to resolve, follow-up, or transfer; case abandoned mid-process.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan communicated before call ended abruptly.
O3 Not Met Closure confirmation conf 91%
Agent mentioned prior ticket but re-asked for model, serial, and ISP—ignoring documented history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation performed and none was warranted—issue was within L1 scope (UI access, band disable).
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent failed to acknowledge customer’s frustration, repeated calls, or emotional state with any empathy.
X2 Not Met Tone & rapport conf 93%
Agent continued with rigid workflow despite customer’s anxiety and security concerns, increasing disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated information unnecessarily and was not guided efficiently—effort increased, not reduced.
Call Transcript21 turns · 24 lines
Speaker 1
take it. Oh. It is not my first time calling, and no, I do not have a ticket number. And yes, I do need your professional enthusiasm.
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may 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. [silence] Thank you for calling Linksys. My name is Paul Badge. I-D 11039. Is this your first time calling or do you have a ticket number?
00:00
Speaker 1
attention with uh some technical issues I have with my amazing, Lenox router, sir. Thank you so much for your time and help today. Okay. Jeremy, J-E-R-E-M-Y. Uh, E-M-Y as in Yankee. Yes, sir. Burton, B-U-R-T-O-N. That's the birth registered. That's correct. 100. Yeah. Uh, 3344064141.
01:00
Speaker 2
All right, now before we begin, sir, uh, let me create a ticket first. Okay? Uh, can I have your first name? Jeremy? Jeremy. [silence] Oh, okay. And your last name, sir? Burton. Burton. [silence] BURTON. B-U-R-T-O-N. Got it. Thank you, Jeremy, for this information. And can I have your phone number? Three three four four zero six four, one four one. and should your calls back in the future you can use this phone number as a means for us to pull up your record and also can I have your email address. Okay. Sorry, sir. Uh, you said JJ Burton at [silence] Uh, not yet, sir. I have to complete this one before we go. So, is it JJ Burton at [silence]
01:00
Speaker 1
zero two at gmail.com for the second time, sir. Yes. are you in the United States or even uh are you in a different country? I wonder. Cause this is starting to really be a serious concern for me. Uh if if you can't even. Ow! I'm just curious. Can can you can you say are you in the US of A? I wonder. Ah, fucking A. I figured. Yeah. Okay, that's cool. Well, the Philippines, that's good too, man. Yeah, yeah. You you you ain't no USA enemy, so. Praise God for that. Alright, never mind. Hey, I'm sorry, I'm just a little foul. I'm I'm I'm sour today. Uh forget me and advanced, but uh, okay, go ahead with it. Oh, God. Okay. Oh, yeah. Yeah, yeah, yeah, yeah. Yeah, yeah, I just took a picture of it. So, it is. You want a
03:00
Speaker 2
I this is uh, this is based in the Philippines. okay. Jeremy were about I'm about to add um, I'm going to ask three more questions then I'll be asking your concernh, okay? And I have the model number of the linksys device you're calling today so that I will know what we are going to be talking about.
03:00
Speaker 1
do you uh 62 uh zero zero uh zero I got I got just the piece I got just the router that is it that's all I have I'm I'm simple yeah I'm I'm a no ma. Yeah yeah I got you I got you covered just a sec uh 58 W as in whiskey one zero M as in Mike uh two one E as in echo zero three four five seven. [silence] that's correct yeah.
04:00
Speaker 2
How many nodes do you have, sir? One, two or three? OK, next, the serial number, sir, at the bottom of the node. Let me read it back. It's 58W41M21E03457. One last question, um, yeah. I know, who's your internet service provider? Oh, I'm sorry, not, not that, I sent him, OK. [silence]
04:00
Speaker 1
CSPIRE CSPIRE if you don't know it, it doesn't matter. Yeah, CSPIRE. If you don't know it, it doesn't matter. It has nothing to do with what I'm trying to call in to talk to you all about right now today. So Lynxist doesn't need to know. Yeah, I mean, I mean, yeah, I mean, well, I get it. Uh, so, okay. Uh, I've had it shoots for years and years. Um, I mean, just like, uh, password situations, trying to get into it. I make a new one. Okay, so, um, So I'm going to have to reset my whole password. Okay. I called in earlier today. I spoke to a lady, she helped she was kind and cool and and like we went through everything. We went to a browser. Uh, I I need to shut off my 6G, because when I go outside, uh, to smoke my cigarettes in the corner of the carport, 25 ft away from my router. I
05:00
Speaker 2
sorry. Be fire. OK. All right. well, the system is still validating the Intel tment status of your device. uh how may I help you today Jeremy.
05:00
Speaker 1
I get no signal. I don't get enough signal to make my connection worth a a shit or worth a crap, for lack of a better word. So she told me 6G is super short distance. 5G is a little bit more distance and 2.4 is even more. So I'm trying to shut off the 6G. She said we could do it. I could shut it off, but I have to do it through the browser. And so my phone was uh being a bastard to me. I had to download a new browser. I downloaded Chrome. Then I went in there and now I don't know my password. Admin didn't work. My passwords don't work. I didn't update them on a password manager. So I'm going to have to um my question question number one is I'm going to have to reset my entire router. Yes or no? Uh in order to get into this and to shut off the 6G uh 6G on this router. That's my question number one. Yeah. Hallelujah. Ah okay I don't feel like doing the reset. I've I've done it so many times. Praise God.
06:00
Speaker 2
[silence] Well, uh, we're gonna try something else first, Jeremy, okay? Because we [silence]
06:00
Speaker 1
All right. Thank you, man. I love you. God bless you. All right. What do you think? Yeah, just let me know. Uh, yes, sir. Yes, sir. Yeah. Yeah. Yeah. Yeah. Hey, I got one. I got one. Yeah, yeah, yeah. Let me let me go grab it. uh, we right? Uh, actually you're going to go with me because I got my hand here. Go and bro, we're going to do this like Brutus. We're going to do Brutus. learner cable guy. Sorry, I talk too much. I got to chew. Don't mind me. Okay, so, uh, yeah. That's it. No, I could get there. I could get to the web address. But anyways, never mind. I could get to it on the phone. But, uh, my window's 11 P. [silence]
07:00
Speaker 2
All right, okay. Um, yeah, I see your previous ticket earlier, Jeremy, and, um, the previous said to walk you through an ac- accessing the page, okay? So we're gonna need, we're gonna need a computer, sure. A laptop or a desktop. Okay. okay alright up the main goal here, Jeremy is that we're gonna access the interface and turn off the six gigahertz. Okay. That's the main goal. Okay. Anyway, I can give you an idea about that, but anyway, you are preparing the computer. Okay. It's okay. Now, let me just inform you a little bit before we begin. I believe the previous technician mentioned this. This particular note has a three years complimentary assistance and warranty. Okay. So you're still covered with it. Okay. Well, according to our database here, 2425, it will be 2026. And um,
07:00
Speaker 1
[KEEP_UNCERTAIN] I've, I've been with y'all for a long time. 20, 20 what? Yeah, that's even better. Hey, that's better. Okay. I won't send the invoice. You, you don't need to give me the address to the Philippines, so I can, so I can send my bill. I, I I, we'll, we'll just call everything even. If we can, if you can get me fix today. I appreciate you. Okay. Yeah. No, no, no, no, no, no. Yeah, yeah. Well not internet service provider, a cell phone provider. Okay, so this is with my cell phone. I use my cell phone 99.999% of the time. Um, my iPad and my the my computer, I don't do shit with. I do 99.9% of my stuff on a cell phone. So that's my main concern and cause. And so, uh, signal is everything. I do a lot of posts. I do a lot of downloading. copious amounts down and uh,
11:00
Speaker 2
oh, um hmm. I see
11:00
Speaker 1
Uploading and when I come out to smoke a cigarette, which is also becoming copiously uh in the amount in the time that I spend out here, um and then I got a new bird feeder. So, I'm going to be out here even more. So now it's causing a problem because I'm outside more and I ain't got no signal and that's a problem for me. So, I need to make I need to make it work for what I do. So, that's that's why I'm calling you and talking to you. And I thank you so much for your time and helping out today. You're amazing. Yeah. Gwen. It's 11. 11. Mhm. Laptop.
12:00
Speaker 2
Alright. Your most, uh, let's begin. Sir, I just need to know the operating system of that computer. Do you happen to know if that's a Windows 10, Windows 11? It's 11. Okay. And is that a desktop or a laptop, sir? Alright. Now, um, alright, now let's, uh, check first what IP address are we gonna be using so that we can access that page. Okay? Um, uh, can, can we, uh, click on the Windows logo?
12:00
Speaker 1
All right, uh, Hey, now, listen, let me just ask you this. Are you going to remote connect to the movie or why? I'm just curious why, uh, this level, why you need to know my IP address. Uh, in order to, to help me shut off this. Yeah, yeah. Describe that before we continue further. Cause my radar is going off and I got some really good sh radar. But I would never think, I would never, never, ever think that Linux would be connected with some heinous, nasty, sorry sh. Like I'm, like my radar is saying might be going on. But anyways, uh, describe to me, uh, why exactly this is a necessary right now. Uh-tell me and then I will, I will, okay, go ahead.
13:00
Speaker 2
The IP address that we're trying to double check, this is the default gateway. We are trying to access the interface. Oh, you know that. If- okay. Well, let's try I'm tier one two.
14:00
Speaker 1
And, man, they connected to my shit, my outfit, my whole setup, and I just asked siri to call Linksys. and so I need it's not showing in my recent contacts. It's not even showing your this phone call that I'm talking to you on right now is not fucking showing. So that's some more red flags. So I got to go. So, uh, I'm going to have to call this. Uh, I'm going to have to call Linksys again and if you are not Linksys, the hell, uh, may hell visit and be with you and all of yours forever, man. All right. Out.
15:00