V2 Rubric Detail — bb7702aa-69af-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:18
Duration
8m 49s
Contact
Dale Gustafson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133648
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_Linksys Account Issue
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided providing any troubleshooting or guidance for a standard account recovery process and redirected the customer to call back without attempting a solution.

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
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to address the customer's request to recover or reset their Linksys cloud account password, despite this being a common, documented self-help process. No troubleshooting steps were taken, the customer's location was mischaracterized, and the interaction ended with an unjustified deferral to a callback. This represents a clear avoidance of assistance for a solvable issue.

V1 Case Analysis

Customer unable to log into Linksys cloud account after security incident. Agent provided no KB-correct password-reset guidance, incorrectly required serial number/physical presence, and ended call with vague callback suggestion.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not direct customer to the 'Forgot your password?' link at https://linksyssmartwifi.com, the KB-correct solution for cloud account login issues.
  • Agent incorrectly stated customer must be at home to receive support for a cloud account issue, contradicting KB guidance allowing remote access via linksyssmartwifi.com.
  • Agent unnecessarily required router serial number for a cloud account password reset, creating a false blocker.
  • Call ended with no actionable steps, leaving customer with no path to resolve issue.
Positive Highlights
  • Agent maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Failed to follow KB protocol for cloud account login issues: did not direct customer to 'Forgot your password?' link at https://linksyssmartwifi.com.
  • Incorrectly claimed customer must be at home to receive support for a cloud account issue, contradicting KB guidance.
  • Unnecessarily required router serial number for cloud account password reset, creating a false blocker.
  • Provided no self-service resources or KB articles despite issue being explicitly covered in linksys_cloud_account.md.
  • Allowed call to end with only vague callback request, failing to establish operational next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer wanted to access or reset their Linksys cloud account password due to a security concern; agent provided no resolution, troubleshooting, or self-help path and ended with 'call us back.'
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken; agent immediately asked for serial number and incorrectly assumed customer was not at home, skipping basic account recovery steps.
R3 Not Met Correct resolution path conf 96%
Agent failed to pursue best-effort support for an out-of-warranty issue; password reset is a standard self-help process documented in KB, but agent offered no guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent misidentified the issue as requiring physical presence and serial number instead of recognizing it as a cloud account login/password recovery scenario.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use or reference KB article 131 (Passwords and Access) or 136 (cloud password reset), which provide clear steps for password recovery without device access.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated the customer was not at home despite customer confirming they were; also implied troubleshooting impossible without serial number, which is false for account recovery.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to frame the interaction, lost control of the conversation, and did not guide the customer through a logical process.
C2 Not Met Confirmed understanding conf 94%
Agent used vague language ('um', 'sure'), repeated misunderstandings, and did not confirm understanding or adapt to customer's stated location and needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by deferring to a callback instead of walking through account recovery steps available via https://linksyssmartwifi.com/forgot-password.
O2 Not Met Proactive follow-through conf 96%
Only next step was 'call us back'; no specific action, timeline, or instructions given to resolve the account access issue.
O3 Not Applicable Closure confirmation conf 99%
No prior case history mentioned; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was needed; the issue was within L1 scope (account recovery) and did not meet any escalation triggers.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer's security concern; tone was dismissive and transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer's confusion or urgency; repeated incorrect assumptions without adjusting communication style.
X3 Not Met Overall experience conf 96%
Customer was forced to locate serial number and call back, creating unnecessary effort when password reset can be done independently via email.
Call Transcript13 turns · 14 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, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com r slash Lync.CISCO ----- Hi, how can I help you, sir?
00:00
Speaker 1
And that, either that account has been wiped out on your end or something. Pardon me? I've had a security incident on one of my computers, and I'm concerned that the router has been affected, too. I don't. Have it. Yeah.
02:00
Speaker 2
Okay. What is the concern about this in it sure? Yes, what seems to be the issue with your devices with your router with your nodes? Okay. May I have the serial number of your link sir, please? Oh, you don't have it right now. Okay. Sir, for us to do the thorough shooting, sure, um, yeah, you might need to be at home.
02:00
Speaker 1
the serial number on the bottom of the router or on the box that came in, I have both of those. I just wanted to see if I could still get logged into my Linksys account. if I can, I want to get in there and change a password for starters. Does that make sense?
03:00
Speaker 2
with the router anyway sir you can call us back in the case you need assistance on setting up your reconfiguring your uh to reconfigure your linksys device okay but then sir you are not at home right so we can't basically do the troubleshooting.
03:00
Speaker 1
Or should I create a new account? Go ahead. Okay. And uh what do I have recorded for ID and password, don't seem to work.
04:00
Speaker 2
Okay. Okay. Um, you need to log in, sir. [silence]
04:00
Speaker 1
Yeah, I'm logging in from my iPhone. And this is full on the links to this app. I have that newly installed. What do I choose? Manage your Wi-Fi? I don't know why I do that, but okay..permission?
05:00
Speaker 2
don't seem to work. uh on the apps you mean sir? uh-huh okay um sir do you have any details here on this unit here on this node um
05:00
Speaker 1
What can... No, I am at home. I gotta tear things apart that's on the bottom of the router. Yeah. I think I'm taking you with me here. I would have to take my whole configuration apart to get at that. Um, is it on the box as well? Did you say yes?
06:00
Speaker 2
Do you have any details, like information? You, you mentioned that you're not at home right now. Right. Okay, I see. Got it. Okay, um I may have the serial number sure of the router please. Yes. Yeah, that's underneath.
06:00
Speaker 1
Okay. Let me try to find that. Oh, jeez. I'll have to call you back. I'll get the serial number one way or another. Okay. Thanks very much. I appreciate your help. Take care. Bye, bye.
07:00
Speaker 2
Yes. . [silence] Yes, yes, yes, please. You might need to uh, we need to, um, check the exact device guy. And, yeah, we will be needing the details. Anyway, sir, call us back and, um, we'll proceed with the troubleshooting. You're welcome, sir. Have a good day and stay safe. Bye bye, sir. .
07:00