V2 Rubric Detail — ba1c17cc-80a4-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 23:27
Duration
7m 38s
Contact
385-335-3069
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137379
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E1200
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the E1200 router end-of-support and redirected the customer to an AI tool without performing any troubleshooting or providing actionable steps to retrieve the Wi-Fi password. This constituted Avoidance/Evasion (critical failure B), as no best-effort assistance was offered for an out-of-warranty device. The interaction lacked ownership, empathy, and clear guidance, leaving the issue unresolved.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password for Roku on new TV; E1200 router is end-of-support. Directed to support.linksys.com AI tool.

Troubleshooting Steps
  • Collected customer contact information (name, email)
  • Confirmed router model (E1200) and serial number
  • Informed customer of end-of-support status
  • Provided link to support.linksys.com AI tool
Key Observations
  • Agent correctly identified the E1200 as end-of-support, aligning with Linksys policy.
  • No actionable troubleshooting steps were provided despite the issue being solvable via local web UI or factory reset.
  • Agent used 'Lynxus' at [01:00], a known ASR/accent variant of 'Linksys'; this is not a technical error per normalization policy.
  • Customer ended the call abruptly after receiving only a website reference, indicating dissatisfaction with the lack of actionable guidance.
Positive Highlights
  • Accurately identified the router model as E1200.
  • Correctly informed the customer that the E1200 is an end-of-support product.
  • Collected customer name and email address.
  • Provided the correct support website URL: support.linksys.com.
Agent Errors / Gaps
  • Did not guide the customer to access the router’s local web interface (http://192.168.1.1 or http://myrouter.local) to view or reset the Wi-Fi password.
  • Failed to suggest a factory reset as a last-resort method to regain access and reconfigure the router.
  • Provided only a generic AI tool reference without specific instructions or KB article links.
  • Did not confirm whether the customer could access the router’s admin page or knew the admin password.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the E1200 end-of-support and offered only a generic website (support.linksys.com) without providing the Wi-Fi password or any actionable steps to retrieve it.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions or troubleshooting steps were performed; agent did not verify router status, guide customer to router settings, or suggest default password checks.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified E1200 as end-of-support but dismissed the customer without offering any best-effort troubleshooting (e.g., accessing router UI, checking default credentials), violating OOW standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify specific symptoms (forgotten password vs. router issue), ask diagnostic questions beyond model number, or work toward a root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools or resources were used — agent did not guide customer to access router UI (192.168.1.1), check default credentials, or use KB-guided self-service recovery steps.
T3 Met No misinformation conf 95%
Agent accurately stated E1200 is end-of-support and provided the correct support URL (support.linksys.com) with no technical inaccuracies.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing, expectations, or structured guidance; call ended abruptly after redirecting to a website without step-by-step direction or transitions.
C2 Not Met Confirmed understanding conf 85%
Agent used a formal, scripted tone without adapting to the customer's confusion, verifying understanding of next steps, or adjusting communication style for accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took no ownership of the issue, immediately deferring to an AI tool without attempting resolution or offering direct support, effectively avoiding responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a next step (visit support.linksys.com) but gave no timeline, follow-up commitment, or clarification of what to do there, leaving the customer undirected.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but unresolved due to agent avoidance, not complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place on this contact.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent expressed no empathy or acknowledgment of the customer's frustration about forgetting the Wi-Fi password and disruption to their new TV setup.
X2 Not Met Tone & rapport conf 85%
Agent maintained a rigid, one-size-fits-all tone without adjusting pace, style, or communication to match the customer's confused and disoriented delivery.
X3 Not Met Overall experience conf 90%
Customer was forced to self-navigate the support site without guidance or efficiency measures, increasing effort unnecessarily.
Call Transcript15 turns · 15 lines
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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yeah. Put in a new – we put in a new cable system in the city that's given us faster Internet providing and all that. And I went to pull up on my new TV. I've got a new smart TV. It's a Hisense. It's got a Roku attached to it. Um, but we can't get – I don't know if I've forgotten the password to it. I almost always use the same password to get into my system and it's not working. Um, I've got the model number, the serial number on the back of the Linksys that I use for my router. I've talked to the city. They're showing good power going to the router. They're showing the router’s putting out good power. I just need to get that – [silence] [people talking to each other] [silence]
01:00
Speaker 2
you for calling Lynxus. This is Gordy. How may I help you?
01:00
Speaker 1
code. That code somehow put into my TV. And I don't know which one of these codes I'm supposed to put in, if I don't know my password. Right. Yes. That first time. Yes, 385-335-369. It's Jerry Bundell, bun B-U-N-N-E-L-L.
02:00
Speaker 2
Okay, so you're trying to connect a new TV that has the Roku device to the existing Wi-Fi network, correct? And you don't know what's the Wi-Fi password. Okay. So before we continue, have we got links before? Or is this the first time? Okay, let me just create a record. I'm going to have your phone number. Mhm. Mhm. And how about your first name and last name? Again, Jerry. That's J.
02:00
Speaker 1
That's correct. Chad Pad. BUNNL. Yeah. Yeah. Yes. It is J Chad B one at Outlook dot com. Yeah, B as in boy one at Outlook dot com.
03:00
Speaker 2
Jonny E-R-R-I then carded, Chad and last name again? it's double N L correct and your email address, your email address Okay, that's J-C-H-A-D D One at Outlook dot com. Okay, sorry But your last name is [silence]
03:00
Speaker 1
Uh. It is one eight two two C six nine four three five zero two one. Uh, model number. Rego down with me. Okay. I'm berry. Morning. I'm night. It's an i ought to have been. It's worked for so long. It just left here. It been working. So we left here. Okay. The uh that's the. This is Kirst. Uhr
04:00
Speaker 2
the model number or the serial number. Yeah, I need a model number.
04:00
Speaker 1
serial number, the model number, the MAC address, I guess is what you're talking, or is it the number below that? Because oh, model number is E1200 yeah, that's what it says. There's E1200 V2, V for model, but it doesn't say V2 there. It says model number. There's a bunch of stuff before that, but it says right there in model number. And then it has a forward slash model, and then E1200.
05:00
Speaker 2
The model numbers I need the model number. OK. OK. Again, you want the device is a two e twelve hundred, correct? OK.
05:00
Speaker 1
And then clear over a ways that says be two, support. Linksys dot com. [silence]
06:00
Speaker 2
[silence] Alright. So here's the things, sir. As I checked the status of your Linksys router, this router that you have, sir, the E1200 is one of our products that is already part of our end of support. Okay? That means Linksys is no longer providing any technical assistance for this device. Okay. What we can offer, sir, is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. Linksys.com, yes. We do have [silence]
06:00
Speaker 1
Okay. It's it's called support at linksys.com. Support.linksys.com. Okay. Thank you. Bye. Thank you.
07:00
Speaker 2
have an a i tool there. that can um also guide you on how to check what is your wi-fi password. it's support . LINKSYS . COM. yes. you're welcome. so thank you for calling LINKSYS , sir. this is SCARLAUGH. bye for now. you're welcome.
07:00