V2 Rubric Detail — 97343f82-652e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 00:43
Duration
7m 21s
Contact
Andrew Snedeker
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133053
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Unable to change router password
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided standard L1 troubleshooting for a solvable issue (password reset via Recovery Key), prematurely escalated to paid support, and provided materially incorrect information (wrong URL), constituting a critical failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve a straightforward password reset issue by skipping essential troubleshooting steps, providing inaccurate information (wrong support URL), and deflecting to paid support without attempting best-effort resolution. Despite the customer’s clear struggle and repeated attempts, no empathy or ownership was demonstrated, resulting in an unresolved case with clear avoidance behavior.

V1 Case Analysis

Customer unable to access router admin UI after factory reset on MX4200; default password and recovery key (2298) rejected. Agent incorrectly stated device was out of warranty, provided wrong support URL (support.links.com), and offered only paid support without guiding through KB recovery steps. No resolution achieved.

Troubleshooting Steps
  • Customer performed factory reset; router LED is solid purple.
  • Agent asked which browser was used and suggested trying a different browser/incognito mode.
  • Agent incorrectly stated the router is out of warranty without verification.
  • Agent provided incorrect support URL (support.links.com).
Key Observations
  • Agent failed to follow the official password recovery KB: did not direct customer to http://myrouter.local or guide through 'Forgot Password' → recovery key entry.
  • Agent falsely declared the device out of warranty without checking the warranty database, which is a serious protocol and accuracy failure.
  • Agent provided an incorrect and potentially unsafe support URL: 'support.links.com' instead of 'support.linksys.com'.
  • Agent did not confirm product family or topology beyond model number, missing opportunity to tailor guidance to Velop mesh behavior.
  • No HappyFox case was created, referenced, or updated, violating case management protocol.
Positive Highlights
  • Collected model number (MX4200) and serial number (38UM318315294) correctly from customer (01:00–02:00).
  • Confirmed customer name (Andrew Smith) and email address (SNEDEKER@mac.com) despite phonetic spelling challenges (02:00–03:00).
Agent Errors / Gaps
  • Failed to guide the customer through the correct password recovery process via myrouter.local and recovery key.
  • Provided an unverified and incorrect out-of-warranty statement without accessing the warranty lookup system.
  • Provided an incorrect and potentially unsafe support website URL (support.links.com).
  • Did not create or reference a HappyFox support case.
  • Did not confirm whether the customer could access the web UI or if the recovery key error was due to incorrect entry or system failure.
  • Prematurely escalated to paid support without performing basic, safe triage steps that should be offered regardless of warranty status.
  • Did not offer any self-help resources (KB article, email with instructions, correct chatbot path) after customer showed intent to resolve independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer could not change the admin password due to error 2298; issue remained unresolved despite factory reset and recovery key attempt.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked only about browser and password format, then immediately pivoted to warranty status and paid support without attempting recovery key verification, incognito mode, or other basic troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent failed to provide best-effort troubleshooting for out-of-warranty device; skipped standard L1 recovery steps (e.g., Recovery Key reset) and prematurely offered paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified error 2298 and asked about password complexity and browser use, but did not systematically diagnose root cause (e.g., firmware, browser cache, recovery key validity).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use KB resources, remote tools, or verify Recovery Key process; directed customer to incorrect URL (support.links.com), indicating lack of tool/resource use.
T3 Not Met No misinformation conf 96%
Agent provided incorrect website (support.links.com instead of support.linksys.com) and inaccurately stated warranty status without confirming in system, leading to misleading guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Agent did not set expectations, lost control of call flow, and shifted to sales script without managing transitions or maintaining focus on resolution.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms without checking understanding, offered no adaptation despite customer confusion and repeated silences.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately deferring to paid support instead of attempting resolution, even though recovery steps were within L1 scope.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timelines given; only vague references to AI tool or paid service without follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer frustration; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s hesitant tone or confusion; continued with scripted response despite multiple silences and repetition.
X3 Not Met Overall experience conf 96%
Customer repeated information unnecessarily and was directed to external tools without agent-side resolution attempts, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
I have a router that I believe has ended support.
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 be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Karia. May I help you?
00:00
Speaker 1
Yes. Um, yes, yes, I got the model number. It's MX42 00. Serial number is 38 UM 318315294
01:00
Speaker 2
Yes. The password for the router like when you access the user interface. That's the password that you wanted to use. Okay. Before we continue, let me just create a record for this. Can you have the model number and serial number of your router? How about the serial number?
01:00
Speaker 1
Austria. No. Yes. A few, no. A few years. Probably four or five, yeah. I'm not exactly sure. It's been a while. Yes. 077-40-2-70-5-24-2. Uhm, Andrew Smith. Yes. Yes. S-S-N-E-D-E-K-E-R.
02:00
Speaker 2
Okay, that is three eight uh for Umbrella One Zero, M for Mary, three one eight 1 5 2 94. Correct? Okay. How long you had this router, sir? I'm sorry. Is it like four years, five years? Mark five, okay. All right then, you can have also your phone number. Uh-huh. How about your first name and last name? Okay. So can you spell out your last name?
02:00
Speaker 1
Yes, uh, Snedeker, SNED E, K, ER, uh, will, uh, Eric, uh, [silence] SNEDEKEER@ [silence] mac.com Snedeker, S-ne-d-e-k-e-r. ER [silence] [silence] Yes, and I've done that and I've [silence] made used the the recovery key. [silence] And then when I go to do that, it is giving me an error. [silence] Can you repeat it? [silence] I believe it is 2298. [silence] That's, um, no, so it lets me get to [silence]
03:00
Speaker 2
Okay, how about your email address? Okay, so your last name is spelled letter E for Edward, right, all T. e's. Okay, thank you and again, you just wanted to change the router password. Are you like trying to go to 192.168.1.1? After you input the recovery key, it won't let you.
03:00
Speaker 1
at that stage it's when I'm going to update to a new password it gives me an error 2 2 9 8 uh after yes yes right now I've tried to do a factory reset on it and it's uh now purple [silence]
04:00
Speaker 2
after typing the password, right. Did you like create the password at least 10 characters, at least one special character and then one capital letter? Does it shows like unexpected error, something like that? right now, so what is the color of the light on the the main router? Mhm. So you did a reset.
04:00
Speaker 1
yes, so I tried to, yes, so I tried to use the password that is on the bottom of the router since I did the factory reset and it is still not accepting that password. I have not tried a different browser
05:00
Speaker 2
And still after that, you still have that error. What browser did you use? Have you tried other browser? Like, probably incognito? M-hm. Okay. Because, first of all, sometimes, sir, the problem there is, sometimes it is with the browser. But before we like continue it here, sir, let me just inform you about the status of your ling White error. We show it here on our system that the router is no longer covered with the company.
05:00
Speaker 1
Okay, so currently, I do not have an option to get this corrected without paying. [silence]
06:00
Speaker 2
Sorry, I tweaked out of warranty. And we do have options for out of warranty lens is converser. Your first option is our AI tool, you can be found in our website. Okay. Um it's like you can just go there and then use our AI and ask questions and how to reset the password. Okay. While our second option is our paid connect service. This is a one time non refundable technical support. And that will cost you for $15. And once device is found out defective, there will be no refund or replacement. And there's no guarantee that we will be able to um like fix the issue.
06:00
Speaker 1
Okay, um, thank you very much for your time.
07:00
Speaker 2
Mhm. Um, there's an adder option for you. Do you want that's on the um, AI tool that we have, you can take advantage of it. Like you can go to support.links.com, sir. You're welcome, sir.
07:00