V2 Rubric Detail — 95ee52cc-73f5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:03
Duration
6m 44s
Contact
920-246-2600
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership2.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall29.4% (+7.4)

V2 Grader Summary

The agent correctly identified the device as Belkin and provided accurate contact information, but failed to perform any Linksys-specific troubleshooting for Wi-Fi password recovery despite documented procedures. No ownership was taken, communication was not adapted to the elderly customer's needs, and the issue remained unresolved.

V1 Case Analysis

Customer unable to retrieve Wi‑Fi password; provided model F9K1102V3. Agent incorrectly routed to Belkin support and gave no Linksys solution.

Troubleshooting Steps
  • Agent asked for model and serial number (but mis‑identified device).
  • Agent suggested using the Linksys app (briefly) but did not guide further.
Key Observations
  • Agent misidentified the customer's device as Belkin despite the provided model number F9K1102V3, which is not a known Linksys or Belkin model but should have prompted verification.
  • No Linksys‑specific password recovery steps (recovery key, myrouter.info) were offered, even though the customer had the router and was seeking help.
  • Call ended without any functional resolution or proper next‑step for the customer; the agent incorrectly redirected to Belkin support.
Positive Highlights
  • Agent maintained a polite tone throughout the interaction.
  • Agent attempted to collect model and serial number at [03:00], which is a correct protocol step.
Agent Errors / Gaps
  • Failed to verify that the device is a Linksys product before providing support; incorrectly concluded it was Belkin based on a model number not in the agent's lookup.
  • Provided incorrect support path (Belkin) instead of Linksys password‑reset procedure, which is a critical protocol and accuracy failure.
  • Did not follow the Linksys KB for password recovery (no recovery key usage, no admin login guidance via myrouter.info or 192.168.1.1).
  • Did not confirm whether the issue was resolved before ending the call; abandoned the case without closure.
  • Failed to use available self-help paths (e.g., checking the router label, guiding login via web interface) even if the model was uncertain.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never attempted any password recovery steps for the Linksys router and redirected the customer to Belkin support without resolving the Wi-Fi password issue.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (e.g., checking default password, recovery key, or local login) despite documented procedures for password recovery on applicable devices.
R3 Not Met Correct resolution path conf 95%
Agent dismissed the customer based on incorrect Belkin identification without verifying if the device was actually a Linksys product that supports password recovery via myrouter.info or the Linksys app.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to diagnose the actual symptom (forgotten Wi-Fi password), skipped verification of device type early, and did not follow a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 96%
No use of KB, admin interface checks, or internal tools to verify password recovery options—even if device was misidentified, no tool use occurred.
T3 Met No misinformation conf 94%
Agent provided correct information that the model F9K1102V3 is a Belkin device and gave accurate Belkin support number.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and asked for info but did not set clear expectations or guide the customer through any steps.
C2 Not Met Confirmed understanding conf 94%
Customer was elderly and expressed difficulty; agent used generic language and did not simplify or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately handed the customer off to another vendor instead of attempting to resolve the issue themselves.
O2 Met Proactive follow-through conf 95%
Agent gave a concrete next step – the Belkin support phone number – and repeated it for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Agent correctly decided not to continue troubleshooting a non‑Linksys device and redirected the customer to the proper vendor.
E2 Met Escalation prep & handoff conf 94%
Agent provided the correct Belkin support number and repeated it, informing the customer of the next action.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized (“I’m so sorry sir”) but offered little empathy for the customer’s age, disability, and frustration.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone, pace, or language to match the elderly, wheelchair‑bound customer’s needs.
X3 Not Met Overall experience conf 95%
Customer was required to call a different company; no effort was made to resolve the issue within Linksys, increasing customer effort.
Call Transcript13 turns · 13 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
yes, I'm having trouble with my password. I forgot my password for my wireless on my router, and I need to change the password, or I need to find out how to get the password. [silence]
01:00
Speaker 2
Thank you for calling Linksys. This is Ape, how can I help you? I'm Sarah, so you need the wireless password, sir. Okay. Alright, well the in order for us to, I mean, the only way
01:00
Speaker 1
Uh-huh. Yes. Hope I can. No, I'm not. Yeah, I'm 79 years old. I just don't know how to do any of this stuff. And I'm in a wheelchair and that's all I have is my TV and Roku and Amazon and and somehow it's just uh locks the password and I don't have it anymore. And I don't know how to get it. I have the router.
02:00
Speaker 2
us to get the pass- password first, to access your router settings okay or if you have the links is app installed, you can also see the Wi-Fi password from there, all right now, do you have any computer that can go online in case we can also check the password [silence] okay all right
02:00
Speaker 1
of my uh on the router, let me see doing the model numbers f 9k 1102 v3 and the serial number is let's see where is that one two four four five G two three zero seven, uh, Seven eight seven five. of three zero seven, uh, Seven eight seven five. uh, That was the serial number. I don't - -
03:00
Speaker 2
can I have the model number and the serial number of your lynx deviser just try to look underneath it yes of your lynx if it. [silence] okay so again, the serial number is one two four four five G as in George, F as in Frank two three zero seven eight seven five, is that correct?
03:00
Speaker 1
This print is so small on the bottom, I'm using a magnifying glass to read this thing. F 9 K 1102 V3. I see Yeah. It's Yes. I have to call Belkin. Oh, you gotta be kidding me. I've been on I've
04:00
Speaker 2
what was the model number again, sir? F9. okay. so is that from linksys, sir? because uh you're calling linksys. maybe that is a Belkin device, sir? NOT linksys. I've tried to search for the model number. It says Belkin. you're actually calling linksys. this is linksys... yes, sir. this is linksys technical support.
04:00
Speaker 1
Oh, that'd be wonderful. They've got to be kidding me. I'm going to. Note pads here. Notice a minute, one eight hundred.
05:00
Speaker 2
I'm yes I'm so sorry sir they've actually given you the wrong number the this device is bilkin based on the model number you've given me okay we don't have any model number um of of that this yeah it says bilkin so you need to contact bilkin let me just check the bilkin number okay yes for bilkin US technical support sir it's 1800 um
05:00
Speaker 1
two three three. two three three. two two three okay five five four six. Thank you so much dear. You too.
06:00
Speaker 2
223 223 223. Okay let me repeat sir it's one eight hundred two two three Yes 5 5 46. Yes sir and they're open Monday still Friday 9 AM to 9 PM Eastern Standard Time. Not a problem sir thank you again for calling Linksys this is Abby you have a great day.
06:00