V2 Rubric Detail — afa39084-6a58-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 14:27
Duration
11m 7s
Contact
Wootton
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133753
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4ghz and 5ghz band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to provide free troubleshooting for an out-of-warranty device and pushed a paid support session, violating OOW standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, incorrectly treated out-of-warranty status as a reason to avoid assistance, and provided minimal technical guidance despite the customer’s clear frustration. Accurate information was given about default credentials, but no ownership, empathy, or effective resolution path was demonstrated, resulting in an unresolved case.

V1 Case Analysis

Customer locked out of Linksys app; needed to separate 2.4 GHz band for firmware update. Agent incorrectly requested Lenovo laptop serial, provided default password 'admin', advised unsupported 'recovery key' method, and prematurely offered paid support. Customer declined paid support and was directed to try web UI access. No confirmation of success.

Troubleshooting Steps
  • Requested irrelevant 'Lenovo laptop' serial number
  • Provided default admin password 'admin' (correct for initial setup)
  • Advised using 'Forget password' with unsupported recovery key method
  • Directed customer to access router via web browser using correct URLs
Key Observations
  • Agent requested serial number for irrelevant 'Lenovo laptop', indicating fundamental product confusion (PROTOCOL failure)
  • Agent provided correct local access URLs (http://192.168.1.1 and http://myrouter.local) and default password 'admin' (ACCURACY)
  • Agent suggested unsupported 'recovery key' method for WHW03 password reset, contradicting KB documentation (ACCURACY failure)
  • Premature paid support push occurred before exhausting safe self-help options (PROTOCOL failure)
  • No verification of resolution or confirmation of successful admin access/band separation (RESOLUTION failure)
Positive Highlights
  • Correctly identified that band separation must be done via web interface, not the Linksys app (ACCURACY)
  • Provided correct local access URLs: http://192.168.1.1 and http://myrouter.local (ACCURACY)
  • Provided correct default admin password 'admin' for initial setup (ACCURACY)
Agent Errors / Gaps
  • Requested serial number for 'Lenovo laptop' — irrelevant to Linksys mesh support (PROTOCOL)
  • Suggested unsupported 'recovery key' password reset method for WHW03 (ACCURACY)
  • Prematurely offered paid support without first providing complete self-help guidance (PROTOCOL)
  • Failed to verify resolution or confirm customer success (RESOLUTION)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path; instead deferred to paid support and left customer to self-troubleshoot with no confirmation of success.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked for model/serial and gave basic password info; skipped essential troubleshooting like rebooting, checking web UI, or verifying app vs. local access.
R3 Not Met Correct resolution path conf 97%
Declared device out of warranty and immediately offered paid support instead of providing best-effort troubleshooting as required by OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; asked irrelevant question about Lenovo laptop serial number and failed to identify root cause of app lockout.
T2 Not Met Appropriate tools / resources used conf 94%
Did not guide customer to use http://myrouter.local or check firmware/settings there — a necessary tool for resolving app lockout or band separation.
T3 Met No misinformation conf 95%
Correctly stated default password is 'admin', explained band separation isn't possible in app, and accurately described password recovery using recovery key on sticker.
Communication
C1 Not Met Clear & professional language conf 95%
Poor call control: long silences, no agenda, abrupt responses ('Yes sir, I'm still here'), and failure to manage transition into troubleshooting.
C2 Not Met Confirmed understanding conf 94%
Asked for Lenovo laptop serial — irrelevant and confusing; used technical terms without checking understanding or adapting to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Failed to take ownership; offered paid session instead of attempting resolution, even though basic OOW troubleshooting was expected.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline; only suggestion was to 'try admin again' with no follow-up plan or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on issue complexity or customer request.
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 94%
Minimal empathy shown; brief apology but no acknowledgment of frustration or repeated login failures despite clear customer distress.
X2 Not Met Tone & rapport conf 93%
Did not adapt to customer’s confusion (e.g., asking about laptop), and failed to confirm comprehension after giving instructions.
X3 Not Met Overall experience conf 95%
Asked customer to take picture of node but never used it — added unnecessary effort without benefit.
Call Transcript17 turns · 19 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support may be available depending on the issue. [silence]
00:00
Speaker 1
Alexa, kitchen lights off. Hi. Good morning. So I was trying to do a, my, my Linksys mesh network is, is up and running. Everything's fine with the network. I was trying to go to the Linksys app and I have a firmware update that I'm trying to update on a device that needed to be at 2.4 gig versus 5. And so I logged on to my Linksys app, everything was there, all my Wi-Fi devices, it's all everything. And then all of a sudden it went into a mode of just kept cycling back through wanting me to keep logging in, keep logging in, keep logging in. Somewhere in that process, now it tells me that I'm locked out and it doesn't recognize any devices on my network. But everything is working. Alexa's working.
01:00
Speaker 2
Hello, thank you for calling mingus technical support. this is Tram. How can I assist you today? [silence] What's the [silence] exis [silence] [silence] router [silence]
02:00
Speaker 1
TVs work. Everything sees the network. All my nodes are blue. Um, I went ahead and reset the, you know, the fiber and and rebrought the network back up again and it's, the network's fine. But I some something's wrong with the application that it just shows zero and I can't manage my my speeds. Can you help me at all? I don't know if you could help me. I don't know. Yeah, um, I'll just give you one of the nodes or do you need just any one of the mesh nodes? Is that fine? The main node, only the the main node, the parent node. Okay. I took a picture of a sister node, so let me take a picture of this cuz my eyes aren't good enough to see it. Hold on.
03:00
Speaker 2
Oh. Yes, sure. I can assist you with this concern, but before we proceed sir, can you provide the model number and the serial number of your lenovo laptop? The main node, sorry. The one that is connected to the model. Yes, the parent node.
03:00
Speaker 1
You still with me? OK. Um, trying to get you on the speaker here. OK.
04:00
Speaker 2
Yes sir, I'm still here. [silence] Hi [silence] thanks for calling me. [silence]
04:00
Speaker 1
I got you now. Um, so the parent, the parent, the parent node is terrible picture. Let me take one more picture. Hold on. Okay, the serial, the model number is W-H-W-03. V2. Serial number is 2020.
05:00
Speaker 2
that's that's not a problem that's how about the broad number M or am yeah that's that's that's Got it. Let me check here. Okay, good, thank you so much. Let me pull up here. So when you try to log in on the Linksys app, sir. Are you using, you try to log in using your email address and password or the router password and the Wi-Fi password.
05:00
Speaker 1
So I put in for the Linksys, I went in and reset a password, it accepted it. Um so I used my email address and the password for Linksys on my first tab and then I go to the router tab and I typed in my router password, my Wi-Fi password to the network. Is that wrong? [silence] Probably no, I didn't change my router password. Maybe that's what I'm confusing. I'm confusing a Linksys router password with a with a Wi-Fi password, maybe that's what I'm, Wi-Fi network password. Maybe that's what I'm confusing. But it probably is probably should have put in admin or something like that. Now,
07:00
Speaker 2
No. sorry. it should be admin or when you set it up before, did you change your router password? [silence] if you're? [silence]
07:00
Speaker 1
Probably would have been okay. No, I never got a chance to do it because I couldn't, that's what I was that's what the purpose for me to try to access the Linksys app was to try to separate those two so I could conduct a firmware update on a system that required to be a 2.4 and I know my system operates in both.
08:00
Speaker 2
Yes, sir. And also, I'll let me double check here and you mentioned that you, just to confirm that you want to access the 2.4 network. Did you separate the band, like the 2.4 and the 5 GHz network, Ben? Mm-hmm. I'll assist continue. You can press continue. Continue. Ben: Mm-hmm. Mm-hmm. I hear it Okay. I hear it. But Ben: Okay, I hear it. Ben: Mm-hmm Ben: mm-hmm. Yes, Ben: Yes, sir. However, sir, if you want to separate the bands here, the 2.4 and the 5 GHz bands, you cannot separate it using the Linksys app. Because Linksys app have a few of few.
08:00
Speaker 1
Okay. Okay, so I need to go to Linksys on the web, type in my IP, and then separate it that way. [silence] Can you just tell me – can you just tell me what the password for the router is if it's admin or is it written on the node and [silence]
09:00
Speaker 2
features. So, if you want to change or separate the password, you need to access it under the browser using the IP address of the router. [silence] Yes. So for this, um, up on tracking here your device was already out of warranty last January [REDACTED_PAYMENT_DIGITS] of [silence] [REDACTED_PAYMENT_DIGITS] So I do apologize, but I could not provide you the troubleshooting over the phone. [silence] However, sir, if you insist, I can provide you a one-time technical support [silence] but you need to pay $[REDACTED_PAYMENT_DIGITS] for the [REDACTED_PAYMENT_DIGITS] minute [silence] [silence] troubleshooting session. [silence] However, if you don't want to proceed with the payment, I could send you an email instead, um, a link or a website where you can access your router settings. So that you can troubleshoot yourself. [silence] Ah yes.
09:00
Speaker 1
It's just admin. Can you unlock the account from being locked out? Okay. But as of right now, it's just admin. Okay. Okay. Yeah. Okay. All right. I'm going to try again with admin and see if I can get it to let me back in again. And um, and then I will try the internet to see if I can separate it. So thank you so much for your help. I appreciate it. Thank you. [silence]
10:00
Speaker 2
It's just admin, sir, all lower case, yes, now we can have, you can't, if you are locked out sir, you can just, there is an option for you to forget the password so that you can create a new router password. And you need to input a, yes, it's just admin, but if it will not work sir, um, just click the forget not work and it will ask you to input the recovery key. You need to input the recovery key um, written or on the main node, it was on the sticker. You're welcome sir and have a good one.
10:00