V2 Rubric Detail — 9ab1fb24-7189-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 18:05
Duration
8m 14s
Contact
Angela
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134878
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA3500 - no internet

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent incorrectly declared the EA1200 end-of-support and offered no troubleshooting, despite the model supporting recovery-key password reset. No diagnostic steps were taken, no tools used, and no empathy shown, resulting in a complete failure to resolve the issue. The customer was left with no actionable path forward other than replacement.

V1 Case Analysis

Customer unable to retrieve Wi‑Fi password for E1200 router; agent incorrectly claimed device end‑of‑support and suggested replacement, no password recovery guidance provided.

Troubleshooting Steps
  • Collected model number (E1200LL)
  • Collected serial number (1081-0C-141-3-4728)
  • Attempted to locate a solution but provided only a suggestion to replace the device
Key Observations
  • Agent gave inaccurate information that the device support ended in 2025, which is not reflected in the KB for the E1200.
  • No correct password‑recovery procedure (factory reset or default admin password) was offered.
  • Agent did not verify warranty status or provide any self‑help resources or escalation path.
Positive Highlights
  • Accurately recorded the customer's serial number and model.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect claim that the E1200 router is end‑of‑support as of 2025.
  • Failed to provide the proper password reset guidance for an EA‑Series router.
  • Did not check or mention warranty eligibility.
  • Did not offer a KB article, remote assistance, or escalation option.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated replacement is the only solution and did not resolve the password issue or offer any recovery method.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted (e.g., recovery key, password hint, or factory reset) before concluding.
R3 Not Met Correct resolution path conf 96%
Agent used end-of-support status to stop helping, despite the EA1200 supporting recovery-key reset per KB guidelines.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask relevant diagnostic questions about device state, prior attempts, or network setup.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin UI, recovery-key procedure) were used despite being required for password recovery.
T3 Not Met No misinformation conf 97%
Agent claimed 'the only way to change it is to do a reset,' which is incorrect—EA series supports non-destructive recovery-key reset.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations or guide the interaction; abruptly recommended replacement without structure.
C2 Not Met Confirmed understanding conf 95%
Agent used technical language without adapting to customer's self-described lack of knowledge; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—immediately deferred to replacement instead of attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or follow-up provided—only a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff or continuity needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted in this interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration—remained transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s confusion; continued with flat, directive delivery.
X3 Not Met Overall experience conf 96%
Customer was forced into unnecessary effort (purchasing new hardware) instead of being guided through existing recovery options.
Call Transcript16 turns · 17 lines
Speaker 1
yes, I lost the password to my
00:00
Speaker 2
Welcome to Linksys support. [silence] To ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press one now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty products, paid support may be available depending on the issue. [silence] Hi, I thank you for calling me. [silence] This is Gee. Can I help you today? [silence] Hello? [silence]
00:00
Speaker 1
[silence][silence] and and I have a uh Cisco modem and so they told me to call you guys and see if you could help me with it. H H1200. Yes. Now I've got other I I've got the other numbers that are on the white you know the white paper the the sticker on the back. I'm just not sure what the numbers are or I'm not sure which one which. Okay what's that one start with?
01:00
Speaker 2
I see. May I have the model number of your link of your device, ma'am? E 1 2 0 0 LL. I see. Ma'am, may I have the serial number of your A 1 2 0 0, please?
01:00
Speaker 1
I have three different numbers. Um, I have one that starts C O C. I have one that starts one O eight and I have one that starts eight one O six. Hold on.
02:00
Speaker 2
[silence] you can see this one ma'am underneath the device or underneath the router. How about the one with this label? SN [silence] [silence] I actually don't know what [silence] letter it starts ma'am, but if you will check underneath the device, before the numbers or the letters, there's this SN.
02:00
Speaker 1
okay. The serial number, the number underneath it is 1081-0C-141-3-4728. Okay. [silence]
03:00
Speaker 2
Yes, yes, ma'am. the serial number. four seven two eight got it. let me just check on the exact. just give me a couple of um seconds.
03:00
Speaker 1
Sure. It's 402-719-4815. Cynthia Newell, N-e-w-i-l-l.
04:00
Speaker 2
Okay, let me just check on the exactly in it, ma'am. While we wait, may I have your phone number just in case you get disconnected? 4815, okay. Let me just take note of this. Okay. How about your first and last name, ma'am? Uh-huh. Okay. And your email address, ma'am.
04:00
Speaker 1
My first initial all lowercase, my first initial, my last name, then number two at gmail.com. Okay. I'm trying to hook up a new phone to it, and you have to have the password to hook up the new phone. And that's what I don't have, is I don't have the password, and I don't know how to change it.
05:00
Speaker 2
okay okay got it thank you oh okay ma'am uh it shows here that your device uh you've been using this since 2011 [silence] okay uh when you mentioned you lost the Wi-Fi ma'am did you like tried to do a reset or anything that you did on your router I see okay
05:00
Speaker 1
I have no idea how to do that. You're talking to somebody who I can go on a computer and I can do whatever work I need to do on it, but I have no idea what you're talking about. All right.
06:00
Speaker 2
"For this one, ma'am, the only way to change it is to do a reset. Okay, ma'am, unfortunately, this device, it's already showing, this is already part of our[. [silence]
06:00
Speaker 1
whoa.
07:00
Speaker 2
our end of support devices and for end of support devices ma'am we no longer provide assistance in any ways it shows here that um the support ended last 2025 So, we are no longer trained for this unit ma'am. Okay um there are Yes, ma'am. There are troubleshooting steps, ma'am, that you can see online, but then the best thing that you can do for this one, ma'am, is to upgrade your router into a newer model. Since your, this, your I will suggest for you to replace it, ma'am, because there is still under Wi-Fi 5.
07:00