V2 Rubric Detail — aad9fcf6-612e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:34
Duration
5m 7s
Contact
Jim Cheng
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132493
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT3200ACM_Router password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing free, standard troubleshooting for an out-of-warranty device by immediately offering a paid service, violating the OOW best-effort standard. This constitutes evasion of technical support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any standard troubleshooting for a forgotten admin password, skipped the required non-destructive recovery steps, and falsely claimed the Linksys Smart Wi-Fi site was discontinued. Instead of providing free best-effort support for the out-of-warranty device, the agent immediately offered a paid service, resulting in no resolution. Material technical inaccuracies and avoidance of support duties trigger an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer forgot admin password on WRT3200ACM (out-of-warranty). Agent incorrectly referred to 'Linus', falsely stated Smart WiFi is discontinued, and offered only paid support. No free reset steps provided. Customer declined.

Troubleshooting Steps
  • Identified router model (WRT3200ACM)
  • Stated device is out-of-warranty and EOL
  • Incorrectly claimed Smart WiFi portal is discontinued
  • Offered paid-connect service for password reset
Key Observations
  • Agent repeatedly referred to 'Linus' instead of Linksys (e.g., [03:00]), indicating a serious brand accuracy failure.
  • Agent incorrectly stated that Linksys Smart WiFi is discontinued, which is misleading—local access via 192.168.1.1 is still valid for WRT3200ACM.
  • No free troubleshooting steps (e.g., factory reset instructions) were provided before pushing paid support.
  • No case number was mentioned or created, violating case management protocol.
  • Serial number was not collected, which is required for out-of-warranty device validation.
Positive Highlights
  • Correctly identified the router model (WRT3200ACM) from customer description.
  • Accurately communicated that the device is out-of-warranty and EOL, setting correct support expectations.
Agent Errors / Gaps
  • Repeatedly misnamed the company as 'Linus' instead of Linksys (e.g., [03:00]), a critical brand and accuracy error.
  • Falsely claimed the Linksys Smart WiFi portal is discontinued, which is inaccurate and misleads the customer about local access capabilities.
  • Failed to provide factory reset instructions or any free troubleshooting steps before offering paid service.
  • Did not collect serial number, which is required for warranty and device validation in out-of-warranty cases.
  • Did not create or cite a HappyFox case, violating standard case documentation protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored access or provided a working solution; only offered a paid service and the call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only one question about using 'admin' as password, then immediately pivoted to paid service without attempting recovery key, local login, or reset guidance.
R3 Not Met Correct resolution path conf 96%
Agent identified device as out-of-warranty and skipped required best-effort troubleshooting (e.g., recovery key reset), violating OOW support standard by offering only a paid option.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process: only one superficial question asked, no root cause identified, and no attempt to isolate issue between password, firmware, or hardware.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — skipped recovery key lookup, remote session, or local admin access; failed to reference KB for WRT3200ACM reset procedure.
T3 Not Met No misinformation conf 97%
Agent falsely claimed Linksys Smart Wi-Fi website is discontinued and used 'Linus' instead of 'Linksys', demonstrating material inaccuracies.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations or control call flow; abruptly shifted to sales pitch without structure or transition.
C2 Partially Met Confirmed understanding conf 89%
Used polite 'sir' but failed to adapt to customer confusion; explanations were vague, inaccurate, and not tailored to customer's technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership; avoided troubleshooting and transferred responsibility to paid service instead of resolving the issue.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or follow-up commitments provided; call ended after sales offer with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Offered minimal reassurance ('you don't need to worry') but overall tone was scripted and lacked genuine empathy for customer frustration.
X2 Partially Met Tone & rapport conf 87%
Maintained formal, one-size-fits-all tone; did not adjust pace or style to customer's repeated confusion and disengagement.
X3 Not Met Overall experience conf 93%
Customer repeated problem multiple times; agent added unnecessary paid step instead of streamlining solution, increasing customer effort.
Call Transcript10 turns · 10 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. My my my my my call got disconnected. That's why I'm calling you back right now. Okay. So, by the way, you're calling from what country? Is it Canada or US? Okay. All right. So basically, um the router that you have, you've pressed the reset button already, okay.
00:00
Speaker 2
okay yeah I know and so okay so here I so I just keep trying to reset the modem but I can see see I already put like almost a minute Yes. Yes. So next, So do, you guys do it, like, put [silence]
00:00
Speaker 1
Okay, because when you access that 192.168.1.1. After the reset, did you use admin as the router password? Okay. So, here's the thing, sir. We can actually guide you on how to reset again the router and then access again the router. But I'm just informing you that when it comes to the router
01:00
Speaker 2
This is, hello? I did try to reset it, I tried to reset the password, and then reset the machines, so let's see. I think it is not working. So I, I load the password, I forgot it. That's why I'm calling for your help. Yeah.
01:00
Speaker 1
is working fine, it will... still um, work um, properly, it's just that when it comes into the linksys Smart WiFi, sir, the linksys Smart WiFi um, um, website is no longer uh, working, it's already been discontinued. So, if you're going to reset the Smart WiFi account, sir, there you might be having problem with that, since the um the website is no longer uh, already been discontinued. That's why you can still access the router locally, you can still access the router locally without using the um, Smart WiFi um, account, okay? And, since you don't know what's the password, you can again, we can guide you on how to properly reset the router and then access it again via via local, okay? Um, when you're trying to input admin password, sir, for access router, was there any error message?
02:00
Speaker 2
So how can I okay okay No, you just said[silence]
02:00
Speaker 1
Okay. So for us to continue with any troubleshooting right now, sir, okay? Let me just inform you that, um, your router, the WRT3200ACM, okay? This router, um, is already, um, EOL and out-of-warranty. EOL means, um, Linus is no longer manufacturing this type of routers, and out-of-warranty means that, um, Linus can no longer provide, um, free technical assistance or any complimentary technical support. Okay? But you don't need to worry, sir, um, for out-of-warranty Linus products, okay? We have several options that you can select. The first option is our A.
03:00
Speaker 2
The password is wrong. Okay.
03:00
Speaker 1
I tool. It can be found on our website and that is support.linksys.com, right? And then our second option, we can walk you through on how to reset this router and as well as the password through our paid connect service, a one-time non-refundable technical support, and a troubleshooting is only after 60 minutes and there's no guarantee that this will fix the issue and that will cost you for $15, okay? And if we found out that your device is defective after the troubleshooting, there will be no refund or replacement. Okay? So which option would you like to proceed to, sir?
04:00
Speaker 2
Oh, I'm I I think I am OK. Thank you. Sir, thank you. sir.
04:00