V2 Rubric Detail — 95802968-719e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:35
Duration
11m 25s
Contact
Chris Allen
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135014
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_Initial Setup of the router
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided providing any substantive troubleshooting and only offered self-help links and paid service, failing to meet support obligations even for out-of-warranty devices.

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
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve the setup issue, provided factually incorrect information (URL and email), and avoided ownership by immediately defaulting to self-help and paid support. Despite being out of warranty, no best-effort troubleshooting was attempted, and communication was confusing and unempathetic, resulting in a clear failure to meet support standards.

V1 Case Analysis

Customer unable to complete MR7500 setup due to admin password not accepted; agent gave incorrect URL and offered paid support without troubleshooting.

Troubleshooting Steps
  • Collected model number (MR7500) and serial number.
  • Checked warranty status (out of warranty).
Key Observations
  • Agent provided a completely invalid support URL: 'support.links is this.com' — not a real domain and not a known ASR hallucination variant.
  • Failed to mention or guide through the five-digit recovery key reset process, which is the correct and documented method for this issue.
  • Repeatedly misspelled the customer's email address despite phonetic spelling, indicating poor attention to detail.
  • No troubleshooting steps were performed beyond collecting device info and checking warranty.
  • Call lacked structure, with disjointed communication and no clear path forward.
Positive Highlights
  • Collected the correct model number and serial number.
  • Identified the device as out-of-warranty and communicated the support options available.
Agent Errors / Gaps
  • Provided an invalid and non-functional support URL (support.links is this.com), which is not a known ASR hallucination and appears to be a complete fabrication or severe error.
  • Failed to follow the documented password recovery procedure using the five-digit recovery key via myrouter.info, as required by KB articles universal_password_login.md and linksys_now_login_admin.md.
  • Offered paid support as the only viable option without first attempting or explaining any standard self-help troubleshooting steps.
  • Repeatedly misspelled the customer's email address (lissotapty@icloud.com), causing confusion and requiring multiple corrections.
  • Did not verify whether the customer could access the router locally via myrouter.info or 192.168.1.1, a critical first step in diagnosis.
  • Did not confirm whether the customer had already tried the recovery key or understood how to use it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered only an AI tool and paid support without resolving the setup or password issue.
R2 Not Met Diagnostic thoroughness conf 98%
No actual troubleshooting steps were executed; only basic questions about reset and light color were asked.
R3 Not Met Correct resolution path conf 97%
Agent cited out-of-warranty status and immediately defaulted to self-help/paid options without attempting best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (setup stuck, purple light) and asked for model/serial/reset, but failed to diagnose root cause like recovery key or admin login path.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, remote access, or diagnostic tools to verify recovery process or firmware state despite a clear setup/login failure.
T3 Not Met No misinformation conf 98%
Agent repeatedly said 'support.links is this.com' — a factually incorrect URL — and garbled the email address multiple times.
Communication
C1 Not Met Clear & professional language conf 96%
Opening was off-topic and unprofessional; no clear structure, expectations, or control established during the call.
C2 Not Met Confirmed understanding conf 95%
Used confusing, non-standard phrasing (e.g., 'high five', 'support.links is this.com') without confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by redirecting to AI tool and paid service without attempting resolution.
O2 Not Met Proactive follow-through conf 94%
Promised email but failed to capture correct address and gave no timeline for delivery.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted by the issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy shown; ignored customer frustration and gave no acknowledgment of difficulty with setup.
X2 Not Met Tone & rapport conf 95%
Failed to adapt tone or pace; continued with scripted, disjointed delivery despite customer confusion.
X3 Not Met Overall experience conf 94%
Customer had to repeat email address multiple times due to agent’s mispronunciations and transcription errors.
Call Transcript21 turns · 22 lines
Speaker 1
Yes, I'm trying to set up my, uh, router, um, it won't, I'm getting stuck with the password. It won't accept the passwords that I've had in the past with my old router.
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's serial number ready. For assistance, press one now. For out of warranty products, 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. Thank you for calling Linksys, this is Carla Hami. Help you? Okay. Hey. Okay. Why. Carla, what's going on? Carla, you've made a great adventure of some sort? What are you thinking about? Make some popcorn? You're in the party bus, the one you set on fire, is it running? Right now, I'm going to call a lot of buses.
00:00
Speaker 1
yeah [silence] okay, um, I'm trying to, well, it's all, [silence] okay, um, So, the model number is, [silence] where is it? [silence] Okay, we're, [silence] I'm looking at it underneath it, Okay, the model number, I'm looking at the front here, Um, Wi-Fi 6E link, uh, tri, [silence] Yeah, okay, um, yeah, see, it's all connected and it's hard to turn over because all the, all the connections are on it. Um, so I have to look at it sideways. Um, okay. [silence] links.
01:00
Speaker 2
Is this the first time that you're going to set up the router?+k. May I know the model number and serial number of that device, sir? You can check that sir, underneath or at the bottom.
01:00
Speaker 1
Okay, model number MR7500. Okay serial number, okay, 45C10M24B01759.
02:00
Speaker 2
How about the serial number? Okay, let me just check if I got it correctly. That's for five. See for Charlie, 10M for Mary and then two for B for Brian, 759. And who's your internet service provider? Your internet service provider.
02:00
Speaker 1
Okay, that's 970 2-38, 1282. Chris Allen. Yes. Yes. Okay, that's L-I-S-S-O-T-A-C-Y I cloud.com. Yes. No, no, no, no, no. It's, it's icloud.com. Uh, the one I'm replacing just one, uh, I mean, well, I have this one here that I'm talking to you with, and then I'm replacing it with an an older model, uh, um, link to, yeah, I have an older model, yeah, just one. [silence]
03:00
Speaker 2
Okay. At high five, that's it. H. I. F. I. V. E. Okay. Okay. Okay. Thank you. All right. And how many lengths device do you have, sir? Okay. So, but only you only be using only one. That's the one that you want to use it is the M. R. 7500. Correct? [silence]
04:00
Speaker 1
Yeah. Yeah, that's the one I just gave you the serial number to and all that stuff. That's the one I want to use. [silence] Yes, I did. [silence] Yeah, I use the app first I use it on my iPad, but then it got stuck when it was when it was going through all of its set up. [silence] It it wouldn't so I tried using my phone. So I was wondering maybe I should use the phone in the first place. [silence] But because then I had two setups going on at the same time. [silence] You know, I have the one the iPad, which I started first, and then I switched over to the iPhone and then I started the setup with the iPhone. So I don't know and then I got to the point where they wanted me to well, what happened was I when I switched over to the iPhone, they told me the [silence]
05:00
Speaker 2
okay so this is okay all right and when you um did you run the uh like the setup or did you use the app uh-huh uh-huh
05:00
Speaker 1
press the reset button for 10 seconds, which I did and then after that I had problems as far as the set up. I, you know, um, the color it's, uh, magenta.
06:00
Speaker 2
okay so right now sir what is the color of the light on your router the one just in the front okay it's purple okay so that means it's not yet um set up it's ready for setup okay okay so sir before we start for um like any troubleshooting here let me just inform you about the status of your Linksys router um as I check it using the serial number it shows it here on our record that this device is already out of warranty okay and complimentary phone support is no longer available okay but we do have different options for out of warranty Linksys.
06:00
Speaker 1
What was the first option again?
07:00
Speaker 2
the first option that we have is you can use our AI tool that can be found on our website, that's support. that.com, our second option is I can send you an email link, okay, that has a video in it, an email link to a video that you can follow on how to set up this router. Okay, and our third option, this is our paid connect service, one-time no refundable technical support that will last up to 60 minutes of troubleshooting that will cost you a $50. Yeah, and in any case, after the troubleshooting, if device is defective, there will be no refund or replacement. So which options would you like to proceed, sir? Um AI tool, sir on our website.
07:00
Speaker 1
OK. Support. All right. See. As I'm looking at my here, right now, contact. Hmm. So, uh, what way? that, uh, is it links support? and online for me. Yeah, OK. And so the one with the smile. OK, here it is. It's smiling.
08:00
Speaker 2
again, support.links is this.com. The AI tool is the one that on the lower right, like a circle the blue circle with a smiley with inside the circle. no. um, support, sir, support.links is this.com support.links is this.com.
08:00
Speaker 1
say it on the bottom a new connection the ad new Boston okay so that's a just a road yeah okay I got that one there but can you send me email the what the second option okay okay yeah b-a-c-y-iCloud.com
09:00
Speaker 2
The AI tool, sir. This is a self-help tool. Okay. Okay. No problem. I can send you with that, sir. So just give me around two to three minutes after we end our call, then I can send it to you. Okay? All right. So I'll send it to you in your email that is on l-I-S-S-O-T-P-A-T-Y at Icloud.com. Correct? [silence]
09:00
Speaker 1
[silence]
10:00
Speaker 2
Okay, we get the L for Larry. I for India. S for sugar. S for sugar. And then, O for orange, D for Tango. And then, is it P for Peter or is it B for Brian? Okay, P for Peter, A for Apple. T for Tango, Y for Yellow at [UNKNOWN0_6_SEC] IClickedotCom. Right? Okay, so again, that's P for Peter, A for Apple, and then, is it T for Tango or is it C for Charlie? [silence] Yes, sir, I got it. I changed it now. I already updated.
10:00
Speaker 1
All right. OK. All right. All right. Later.
11:00