V2 Rubric Detail — aae38658-717e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:47
Duration
5m 59s
Contact
Ruby Hernandez
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134970
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide any troubleshooting or password-reset assistance despite being able to offer best-effort help for an out-of-warranty device.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent correctly identified the EA4500 as out of warranty and end-of-support but failed to provide any best-effort troubleshooting or self-help guidance. The customer’s request to reset the password was dismissed entirely, with no use of available tools like the recovery key or local admin access. This constitutes avoidance/evasion, resulting in an unresolved case with no ownership, empathy, or technical support offered.

V1 Case Analysis

Ruby Hernandez (EA4500, out of warranty) requested admin password reset. Agent incorrectly stated device is unsupported and did not provide Recovery Key reset instructions. Issue unresolved.

Troubleshooting Steps
  • Collected serial number
  • Identified product model (EA4500)
  • Checked warranty status (out of warranty / end of support)
Key Observations
  • Agent incorrectly claimed the EA4500 is no longer supported due to 'end of support' — KB confirms self-help guidance (e.g., Recovery Key method) is still valid for password reset.
  • Agent failed to provide the standard password reset procedure despite it being documented in the KB.
  • Agent gave contradictory statements about paid support availability and then said no assistance could be provided.
  • Serial number was misheard and misstated as '11A for Apple' instead of '128M-A'.
Positive Highlights
  • Collected customer name, email, serial number, and model.
  • Clearly identified and communicated warranty status.
Agent Errors / Gaps
  • Incorrectly stated that no assistance could be provided due to 'end of support' — contradicts KB policy that self-help guidance (e.g., password reset via Recovery Key) is still available for out-of-warranty devices.
  • Failed to provide the Recovery Key password reset method, which is explicitly documented in universal_password_login.md.
  • Gave contradictory statements about paid support, causing confusion and no clear path forward.
  • Misheard and misstated the serial number as '11A for Apple' instead of '128M-A'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the product is no longer supported and ended the call without resolving the password reset request.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted; agent only discussed warranty and support status.
R3 Not Met Correct resolution path conf 96%
Despite being out of warranty, the agent refused any best-effort troubleshooting, which is required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions or attempt to identify root cause of the login issue.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or suggest recovery key method or admin UI access, which are valid tools for password reset.
T3 Met No misinformation conf 92%
Agent correctly identified the EA4500 as out of warranty and end-of-support, which aligns with documented product lifecycle.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no agenda, structure, or smooth transitions; call ended abruptly after denial of support.
C2 Not Met Confirmed understanding conf 95%
Agent used technical/policy language without adapting to customer’s level or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent failed to take ownership by declining all assistance rather than offering self-help or guidance.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up actions were provided to the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted since no technical path was pursued.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s situation or frustration; only gave a generic closing.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace to customer’s expressed confusion and need for help.
X3 Not Met Overall experience conf 96%
Customer had to repeat information and was left without solution, increasing effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
Good afternoon, I'm calling because my Wi-Fi was disconnected last night and I unplugged my Lynn system router, like from the power and from the [silence]
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- 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. 【Musical Interlude】 Thank you for calling Linksys. This is Ice, how can I help you?
00:00
Speaker 1
Ethernet and now I can locate it and I'm trying to reset it up through the app um but I'm having difficulty so I was wondering if I can get guidance about that. yes I did and I think it was so after that when I so after that I couldn't find my um network no more and I feel like there's two networks on there that they're not named no more but it is asking me for a password why I can't because it's like I think I must have reset it or something so I was hoping to see if I could get some guidance I sure can and this is not a product that's under warranty I've had it for many years um I couldn't tell you how many years but I've had
01:00
Speaker 2
You unplug your router from your internet a modem. And then, OK, go on. Mm-hmm. I see. All right. Can you provide me the serial number of your link just rather? [silence]
01:00
Speaker 1
it for a while. But the serial number is 1, 2, 8, M-A-30607502892. That is correct. Yes, that is correct. [silence] [noise] [silence] Yes. [silence]
02:00
Speaker 2
All right, so let me vary by again. The serial number is 11A for Apple 30607502892. Is that correct? All right, so your these or rather is model EA 4500. So this is the only link which product you have, right? Okay, before we proceed, can I have your name?
02:00
Speaker 1
My name is Ruby, Hernandez, H-A-T-R-N-D-E-Z. And this, yes, but, correct, but that product was probably registered under my husband, Juan, J-U-A-N. Okay. It's Ruby, R-U-B-Y, period, Hernandez, H-E-R-N-A-N-D-E-Z, one at yahoo.com. That is correct.
03:00
Speaker 2
Uh, the first name is Ruby and your last name Hernandez. It's, uh, it's, it's fine. Um, since you're the one who's calling, uh, I'm just creating a record that you're the one who called for assistance. Okay. So your email address would be? So it's your first name Rubyperiod hyphen your last name Hernandez one at yahoocom.
03:00
Speaker 1
Khakra. Oh, yes, I know them. Yes. Yeah, and I'm not concerned about static. Go ahead. Okay.
04:00
Speaker 2
Alright, thank you Ruby and who's your internet service provider? Okay. All right. Okay, Ruby, I've checked your links router. The model is EA4500. It's actually a very, very old router and you're right, this product is already out of warranty. It's warranty status expired, yeah, it's warranty status expired last 2017 because, uh, as I've mentioned, uh, this product is very old, uh, classic router from Linksys and it has a limited one-year warranty, so it's already out of warranty. So I cannot provide you, yeah. So I could not provide you free technical assistance because your product is out of warranty and even though, yeah, even though
04:00
Speaker 1
no that's okay the only question I the only question I had was I needed to reset my password okay okay okay all right all right. Well then, thank you very much. You have a wonderful morning. but bye. You too. Bye.
05:00
Speaker 2
Although I can provide you technical assistance. using the paid support because we have the paid support. If the product is out of warranty, you can pay so that we can still provide you assistance. But the thing is, the thing is, yes, the thing is, yes. Ruby, the thing is, yes. But the thing is, I still could not provide you assistance because your product is not only out of warranty, it also reach its end of support. Meaning this router is no longer supported by us because it has reached its end of support. Because the router is really too old already. So we no longer support this. So you're welcome. Thank you for calling Linksys support. Be safe and taken. Have a great day.
05:00