V2 Rubric Detail — bab4c30a-718b-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 18:20
Duration
6m 50s
Contact
Sherie
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134986
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200 - forgot router password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided direct troubleshooting by deferring to an unspecified email and suggesting a non-Linksys forum ('ZoommLine'), effectively evading responsibility for resolving the issue during the call.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve the password reset request by providing inaccurate technical information, avoiding direct troubleshooting, and referring the customer to a non-existent external forum. Despite promising follow-up email instructions, no immediate resolution path was established, and the customer was left without a working solution. The interaction lacked proper diagnostics, ownership, and communication, culminating in evasion of support responsibility.

V1 Case Analysis

Customer requested admin password reset for E1200. Agent provided incorrect guidance (reinstalling router), failed to give factory reset steps, and did not confirm email. Issue unresolved.

Troubleshooting Steps
  • Requested and recorded model (E1200) and serial number (10822C694-85182).
  • Suggested default password 'admin'.
  • Incorrectly advised that router must be reinstalled to reset password.
  • Attempted to collect email address but failed to confirm accuracy.
Key Observations
  • Agent stated the only solution is to 'reinstall the router' ([04:00]), which is factually incorrect and contradicts KB guidance.
  • Agent falsely claimed the E1200 is obsolete and incompatible with modern ISPs ([03:00]), which is not accurate per KB and misleads the customer.
  • Email address was collected phonetically but agent misheard and misstated it as 'J S to enter guest all right at Gmail' ([06:00]), showing poor communication and protocol failure.
  • No mention of the correct factory reset procedure (hold reset button 10–20 seconds) for the E1200, which is standard KB guidance.
  • Agent introduced irrelevant and incorrect commentary about device obsolescence instead of focusing on the password reset.
Positive Highlights
  • Correctly asked for and recorded the router model number (E1200) and serial number (10822C694-85182).
  • Created a case ticket and attempted to provide follow-up support via email.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed the only solution is to 'reinstall the router' to reset password ([04:00]), contradicting KB which states factory reset via reset button is the correct method.
  • Falsely stated the E1200 is obsolete and incompatible with modern ISPs ([03:00]), which is not supported by KB and constitutes misleading information.
  • Failed to provide the correct factory reset procedure for the E1200: hold reset button 10–20 seconds until LED flashes red and turns off.
  • Did not verify or correctly record the customer's email address, stating 'J S to enter guest all right at Gmail' ([06:00]) instead of the phonetically spelled 'JATTOENJES'.
  • Introduced irrelevant and incorrect information about internet compatibility and device obsolescence, diverting from the core issue.
  • Did not acknowledge or troubleshoot the customer's reported slow internet issue, despite it being mentioned early in the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never resolved the password reset; advised reinstallation instead of recovery key or factory reset with guidance.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps performed; skipped recovery key method and did not verify default password applicability for E1200.
R3 Not Met Correct resolution path conf 93%
Recommended full reinstallation instead of proper recovery path; suggested non-Linksys 'ZoommLine' forum, failing best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process; failed to identify whether router was configured, if password was changed, or if recovery key was applicable.
T2 Not Met Appropriate tools / resources used conf 92%
Did not access device profile, KB, or internal tools to confirm model-specific reset procedure despite having serial/model.
T3 Not Met No misinformation conf 95%
Incorrectly stated default admin password is always 'admin' (not true for all models); referenced 'ZoommLine', a non-existent Linksys resource.
Communication
C1 Not Met Clear & professional language conf 91%
Frequent pauses, repetition, and disorganized flow; lost control when customer became confused or frustrated.
C2 Not Met Confirmed understanding conf 90%
Used unclear phrasing like 'reinstall the router' without explanation; did not adapt to customer's confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Failed to take ownership; deferred to email follow-up with no immediate action or commitment verification.
O2 Partially Met Proactive follow-through conf 86%
Promised to email instructions within five minutes, setting a timeline and next step, but no confirmation of completion or content quality.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for a password reset request on an out-of-warranty device.
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 91%
Showed impatience with customer's repetition and confusion; no empathy expressed for forgotten password or long-term device use.
X2 Not Met Tone & rapport conf 92%
Did not adjust pace or simplify language; customer repeatedly restarted explanations, indicating disengagement.
X3 Not Met Overall experience conf 94%
Forced customer to repeat serial number and email multiple times despite having written them down.
Call Transcript14 turns · 14 lines
Speaker 1
Hi. My name is Sherry Tenia. I just need a password reset.
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 support may be available depending on 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. And you are calling Linksys. My name is Nathan. May I know who am I speaking? Good evening, Mr. Nathan. My name is Y. Okay. I'm having some web issues. So, are you able to get, like, a connection to the web interface or you're not able to get through to the internet? Well, I can get on the internet, but my connection has been quite slow lately. Okay. No worries. So, let me just, um, try to, uh, from my side, I'm just gonna be pulling up your router profile, so just one moment. Um, unfortunately, I do not see your device with us. Can you go ahead and read out the serial number that you see on the bottom of the router to us again, please? Okay. Um, trying to find it here. It starts with 334985. Okay. Any other digits nearby to it? I believe there's a dash Yeah, so it's 334985 again, with the second percent sign.
00:00
Speaker 1
Yes. yes I wait. Say that again. What the router. What the router? My Linksys router. Okay. Serial number. Okay. I can tell you the serial number. It's one zero eight. Two two. C as in cat. 694-85182. The model is a e 1200 Yeah.
01:00
Speaker 2
uh Rapids. uh the yeah yeah wait I don't have password reset for uh which I should Reset for uh Wi-Fi or for uh router. There are uh multiple passwords multiple password for the Wi-Fi uh password for the router or uh password for your uh linksys uh router. Give me the uh serial. All right. give me the uh model of your router and the uh serial number. Hmm let me find the router. Is this your first time calling us?
01:00
Speaker 1
Yes. Yes. Yes. Yes. it's J... Okay, it's Okay, I'm gonna start again. J-A-T-T-O-E-N-J-E-S at Gmail.com. My name is Sherry. Okay. You told... Yes.
02:00
Speaker 2
Let me create a case ticket for you. Do you have an email address I can use? Something that you can receive when in J. Your name again. I didn't get it a while ago. Sherry. Okay, save your name. Sherry, let me find the device. E 1200, right?
02:00
Speaker 1
I don't know. I don't remember. I've had it for probably nine, 10 years. Okay. The Okay. Is it hot kid? [silence]
03:00
Speaker 2
Where did you get your 8 100? input line masking? Yes, she had it since 2013. Now, the device is, the device is already obselete. The router is physically working, but it cannot connect to internet service like Xfinity, Bell, MediaCom, Cox. The reason is for compatibility. This is outdated and their network is fast. This is very slow network and non-compliant for security. If you install this one, your connection will fail. And that is the reason you will reset it may have work.
03:00
Speaker 1
go ahead there asking for my password for my router, and I don't remember it or if I had one, I have no idea where I wrote it down. So, can I do a can I do a reset and reinitialization?
04:00
Speaker 2
Go ahead. Ask me. Your question is? All right. What do you need to install? Maybe I can help. We don't get password on the routers. And most likely, the default router password is admin. If it doesn't work, meaning you may have changed it during the installation. For you to access your router, you need to reinstall the router. That's the only solution. But to access--to get the password? Okay. If you want, you can install the ZoommLine, which is the Zoom customer forum for help.
04:00
Speaker 1
Reinitialize, whatever that word is. Reinitialization. I've, I've said it wrong again. Can I try that? Okay. Whoop, whoop, whoop, whoop, whoop, whoop. I'm sorry. I'm sorry. Hang on. I was not ready for anything. Hang on. Okay. What are you telling me now? Okay. Okay. No, no, no, no, no, no, no. No, no, no, no, no, no. No. J as in Sam. T as in Tom. O as in Oscar, E as in, [silence]
05:00
Speaker 2
Yeah. yeah, that's Alright. Alright. I will give you the instruction to your email. Can you repeat your email just to make sure that I can send it correctly? J as in January, X for x-ray, E for Echo and Oh for Oscar. Go ahead. Ah, sorry. your email address confirm it to me. Uh, I will read it in phonetics. J for January, X for Oscar, uh, sorry, X for x-ray. Go ahead. Oh.
05:00
Speaker 1
Edward, and for neighbor, J as in January, E as in Edward, S as in Sam at gmail. Yeah. It's Jay. Yeah. Jay, it's 10A. Yeah. Okay. Okay. Okay, all right. Nope, that's it, thank you. Yeah. Okay. Okay. Bye.
06:00
Speaker 2
Okay, J. S. to enter guest all right at Gmail, Gmail.com. I got it, Jerry, I will send the. I will send it to you after five minutes. I will make sure to write the instructions in detailed format. Step one step two. All right. So that you can follow it. All right, then anything else I can help. All right, then. Bye bye, good afternoon. Bye
06:00