V2 Rubric Detail — b277b272-604e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:50
Duration
5m 47s
Contact
Freddie De Jesus
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132308
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app login concern
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent falsely claims cloud services are discontinued to avoid troubleshooting the app issue, effectively evading responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's app connectivity issue, provided factually incorrect information that the cloud server was discontinued, offered no valid alternative (e.g., web browser access), and closed the call abruptly. This constitutes avoidance/evasion and results in a fully unresolved case with no path forward for the customer.

V1 Case Analysis

App login failure; agent gave false cloud server info and no resolution.

Troubleshooting Steps
  • Collected router model and serial number.
  • Asked for unrelated printer serial number.
  • Asked whether customer used email or router password (without follow-up).
  • Incorrectly claimed cloud server was discontinued.
Key Observations
  • Agent asked for unrelated printer serial number at [01:00].
  • Provided false statement at [05:00] that the cloud server was discontinued, which contradicts Linksys KB.
  • Failed to verify customer's email address or router admin password access.
  • Did not suggest using local web UI (http://myrouter.local) as fallback.
  • Call ended prematurely without confirming outcome or offering next steps.
Positive Highlights
  • Polite greeting and identification at [00:00].
  • Successfully collected router model (MR9610) and serial number (32L10J06A02347) at [01:00].
Agent Errors / Gaps
  • Irrelevant request for printer serial number at [01:00].
  • Incorrect claim at [05:00] that the cloud server was discontinued (factually false per KB).
  • Failure to verify customer's email address (guary@live.com) or router admin password.
  • No troubleshooting steps taken to resolve app login (e.g., password reset, local UI access).
  • Did not create or reference a HappyFox case.
  • Prematurely ended call without confirming resolution or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'The cloud server has been discontinued' and closes the call without resolving the app access issue or offering the correct alternative (web browser management).
R2 Not Met Diagnostic thoroughness conf 97%
Agent asks only vague questions about login method and provides no troubleshooting steps such as checking app version, device OS, or suggesting local web access.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly concludes cloud services are discontinued instead of directing customer to supported web browser management via http://192.168.1.1 or http://myrouter.local.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process: agent does not ask about error messages, app behavior, device type, or network conditions to identify root cause.
T2 Not Met Appropriate tools / resources used conf 96%
Agent uses no tools (e.g., account lookup, firmware check, KB reference) despite having model and serial number; fails to access any resource to verify app/cloud status.
T3 Not Met No misinformation conf 98%
Agent provides materially incorrect information: 'cloud server has been discontinued' — contradicted by KB which confirms remote access via https://linksyssmartwifi.com is still supported on many models.
Communication
C1 Not Met Clear & professional language conf 95%
Call ends abruptly with 'All right, good. Nothing else? ... Bye.' — no framing, poor transitions, and lack of call control.
C2 Not Met Confirmed understanding conf 94%
Agent uses confusing language ('create a password', 'create a louder master'), gives no clear instructions, and fails to confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent takes no ownership — offers no follow-up, does not commit to resolving the issue, and abandons the customer with incorrect information.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up commitment provided; customer left without a path forward.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue required escalation or correct KB guidance but agent closed it with false information instead of escalating or consulting resources.
E2 Not Met Escalation prep & handoff conf 93%
No escalation was executed, and customer was not informed of any escalation path or reason for one.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy; does not acknowledge frustration or difficulty, and delivers bad news ('discontinued') without compassion.
X2 Not Met Tone & rapport conf 94%
Agent maintains flat, disengaged tone; does not adapt to customer’s confusion or adjust pace/communication style.
X3 Not Met Overall experience conf 95%
Customer repeats model and serial number; agent adds unnecessary effort by failing to use available info or streamline resolution.
Call Transcript12 turns · 12 lines
Speaker 1
hi uh i'm calling because uh i'm trying to use your app uh for to connect to my router and it's not working [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 1 now. For out-of-warranty products, paid support may be available depending. 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. Thank you for calling linksys, my name is Gerald Luke.
00:00
Speaker 1
I have internet and I can connect to the router through Wi-Fi and everything, but, um, when I try to use the app for configuration, it just won't go on. Yeah, uh, model number is, uh, MR9610 and serial number is going to be, uh, 32L10J06A02347.
01:00
Speaker 2
Okay, can you give me the serial number and model number of your laser printer? All right, checking. What is your first name?
01:00
Speaker 1
Freddy for the Jesus, d.e.j.e.s-u-s. It's going to be G-U-A-R-y at live.com. L-I-V. Spectrum.
02:00
Speaker 2
Which is your last name? [silence] and what's the email address? [silence] Which is your internet provider? [silence] Okay. [silence] So, you got internet connection working, but you can't log in to the app. [silence]
02:00
Speaker 1
Uh, the app itself, I mean, I have a login. Yeah, I have a login. Uh, so yeah. No, I have not. Okay. Yeah.
03:00
Speaker 2
Did you try to access the app? Is it through email or router password? Yeah. So, did you use your email to log in? Did you try the router password? Or you did not? OK. Can you try that? While I'm still trying to check the serial number, it's loading.
03:00
Speaker 1
uh nothing yet just tell me to create a password yeah it says create a louder master yeah [silence]
04:00
Speaker 2
What did you do? What did you use? All right, create a password
04:00
Speaker 1
Okay. Let me in that way. Uh, yeah, that's it. Um, do I just, can I not use my email anymore? Oh. Oh, wow. Okay. All right, then. Thank you. No, that's it. Yeah, bye. You too, bye.
05:00
Speaker 2
All right, good. Nothing else? Or is that all you need? The cloud server has been discontinued. So, you can no longer access that. You can no longer log in using your email. It's been discontinued. Anything else? All right, I'll call them. Okay, have a good one. Bye bye.
05:00