V2 Rubric Detail — b1ed2e9c-8207-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:48
Duration
6m 52s
Contact
304-549-2321
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137682
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support WRT54GL

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall55.0% (-7.0)

V2 Grader Summary

The agent provided technically accurate guidance by directing the customer to the router label and connected devices, which is the primary fix for forgotten Wi-Fi passwords per universal_password_login.md. While the agent incorrectly claimed no technical support was available for EOL devices, they still provided the required best-effort assistance. No critical failures were identified.

V1 Case Analysis

Customer forgot Wi-Fi password for end-of-support Lynx Swift router (serial ERR400675). Agent confirmed EOS status, provided self-help steps (checking connected devices/router label), and offered KB article. Customer decided to purchase new router.

Troubleshooting Steps
  • Confirmed router is end-of-support and out of warranty
  • Advised checking connected devices for saved Wi-Fi credentials
  • Advised checking router label for default Wi-Fi password
  • Offered to send self-help KB article via email
Key Observations
  • Agent correctly identified device as end-of-support and set appropriate expectations per Linksys policy
  • Provided technically accurate self-help steps aligned with KB (checking connected devices and router label)
  • Call efficiency was reduced by repeated name spelling and pauses
  • Agent did not collect/explicitly confirm router model number before providing guidance
Positive Highlights
  • Agent correctly communicated end-of-support and warranty-expired status, aligning with Linksys policy
  • Provided accurate, KB-aligned self-help options for password recovery
  • Offered to send a self-help article, giving the customer a concrete next step
  • Maintained polite and professional tone throughout the call
Agent Errors / Gaps
  • Did not collect or confirm the router model number before providing guidance
  • Repeated spelling of customer's name and email created unnecessary delays
  • Did not confirm whether the customer had access to a connected device or the router itself before suggesting steps

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent correctly advised checking the router label and connected devices for the Wi-Fi password — valid resolution paths per KB — but did not confirm success or guide retrieval, leaving outcome unverified.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent advised checking the router label and connected devices — basic but relevant troubleshooting steps per universal_password_login.md — though no model verification or login attempt was made.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the device as end-of-support and out of warranty, but inaccurately stated no technical support could be provided; best-effort troubleshooting (e.g., label check) is still expected per OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (forgotten Wi-Fi password) and offered two valid diagnostic paths (label and connected devices), though did not confirm router model or connection status.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use admin UI or remote tools, but for a forgotten Wi-Fi password on an end-of-support device, KB-backed self-help (label check, device check) is an appropriate and sufficient tool in this context.
T3 Partially Met No misinformation conf 92%
Advice to check the router label and connected devices is technically accurate per universal_password_login.md; however, claim that 'we no longer provide any technical support' is contradicted by the OOW standard in the rubric, which requires best-effort troubleshooting regardless of warranty status.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected basic info, maintained basic call flow, but failed to set clear expectations or summarize next steps effectively.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and repeated information, which may aid comprehension; however, repetitive name confirmation and lack of understanding checks reduce effectiveness.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent remained on the call and offered guidance rather than transferring, showing ownership; however, resolution was deferred entirely to self-help without active assistance.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send a self-help article, providing a next step, but did not specify timing or confirm receipt, leaving follow-through incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was OOW but resolvable via self-help; agent appropriately avoided escalation and provided relevant guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and patient but offered no explicit empathy or acknowledgment of frustration; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a steady pace and stayed on topic; while not highly adaptive, the interaction remained functional and did not disengage the customer.
X3 Partially Met Overall experience conf 88%
Agent reduced effort by suggesting checking connected devices and the label — efficient paths per KB — but did not actively assist in retrieval, placing burden on customer.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, I'm trying to set up an iPad for my aunt and she doesn't remember her Wi-Fi password. Is there any way you can help me? Yes. It's C 09 L 70 C60 953 C73 A90.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for your patience. Thank you for calling Linksys, this is I. How can I help you? Okay. I see. Is your router connected and online? Can you provide me the serial number of your router?
00:00
Speaker 1
ERR 400675. Yes. Tracy. Yes. Jones, J O N E S. Jones, J O N E S.
01:00
Speaker 2
I'll go ahead for record for you, ma'am. May I have your name? P-R-A-C-Y. And your last name, Tracy? What's your last name?
01:00
Speaker 1
Yes. Yes. You can't, you don't have any access to your email anymore, do you? No. She doesn't remember her email or her password. [silence] Okay. Okay. Okay, it's Tracy. Sorry, it's T. R. A. C. I. Jones, j-o-n-e-s. 930@Gmail.com.
02:00
Speaker 2
J O N E S. Jones, Tracy Jones? [Silence] All right, thank you, Tracy. [Silence] Uh, what about your email address, Tracy? [Silence] Uh, it's fine. [Silence] It's better if it's your email, Tracy, so that if I send an email, it would, you can check it on your email.
02:00
Speaker 1
Yes. Yes. is I. Yes. Frontier. Okay. Okay.
03:00
Speaker 2
930@email.com. Your first name Tracy, it's Y or I? That is only on your email address. And your internet provider Tracy is. Frontier. Alright. Alright. Tracy, I have to inform you that the Lynx Swift of your mom, the one she uses is an older Lynx Swift. It's using an older technology and its life cycle phase has already ended, meaning Lynx, no longer manufacture or sell this. a type of router. That's why we no longer provide any technical support or assistance because its support has also ended. And it's also out of warranty. Its warranty status expired last 2016. But though we cannot provide you how to troubleshoot your router, your router is still in working condition. And since you just need to know the Wi-Fi password, then I'll just send you the self-help article with regards to and of support links as water. And also how to access or view your Wi-Fi password. In fact, Tracy, if one devices of your mom is connected to your Wi-Fi, then you can check the devices because usually devices save the Wi-Fi password on them.
03:00
Speaker 1
Right. Yeah. Yeah, I couldn't find it. [silence] Okay.
05:00
Speaker 2
So you can access your Wi-Fi password there. If not, you can also check on the router at the bottom of it on its product label sticker. If your mom didn't change the Wi-Fi name and password, if she didn't customize or edit it, then the default Wi-Fi name and password should be on the router's product label sticker at the bottom of it. Mhm. Then the only way is to plug into the router's interface. And to log into that, I can or walk you through this step, but I will send you the-- end of support home networking setup guide. So you can just check that out so that you will know how to access your Wi-Fi password of your Linksysrouter. Okay? Yeah, but I advised your mom to upgrade your router because your router is
05:00
Speaker 1
Okay that sounds good we'll just run over and buy new one real quick okay all right thank you bye bye i've figured out
06:00
Speaker 2
Using an older technology, though it still works, it's using an older technology, which could no longer provide you the best performance compared to the newer things that were out. Okay? Yeah. Yeah, but your robot is still works. Um since it's just a Wi-Fi password, just check the Self Help article that I'll be sending so that you can still access and continue on using the router. Okay? Alright, thank you. You're welcome. Thank you for calling Linksys Stone City, and take care. Have a great one. Goodbye.
06:00