V2 Rubric Detail — bb7d10fc-7623-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:38
Duration
18m 13s
Contact
Vicki Scott
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135643
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 New TV unable to connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the Wi‑Fi password issue, provided inaccurate technical guidance, and offered paid support instead of best‑effort troubleshooting. No escalation was made despite the unresolved problem, and the interaction lacked empathy, clear call control, and effort reduction, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password for MR7350. Agent sent email instructions but provided incorrect technical guidance on HTTPS vs HTTP, default admin password location, and warranty policy. Customer could not access router UI.

Troubleshooting Steps
  • Collected model, serial, name, email; created case number.
  • Provided email with instructions to access router web UI.
  • Suggested using HTTP/HTTPS and default admin password.
Key Observations
  • Agent incorrectly stated that out-of-warranty devices receive no free phone support (KB: free support is still available for basic troubleshooting).
  • Agent gave factually wrong advice that both HTTP and HTTPS work for local router login (KB: MR7350 only supports HTTP).
  • Agent falsely claimed the default admin password is printed on the back of the MR7350 (KB: default is 'admin').
  • Agent did not verify that the customer could actually reach the router UI before ending the call.
Positive Highlights
  • Collected essential case information (model, serial, name, email) and provided a ticket number.
  • Offered both a free self-service email guide and a paid-support option.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Wrong warranty coverage claim (free support is still available for out-of-warranty devices per KB).
  • Inaccurate advice that both HTTP and HTTPS protocols work for MR7350 local login (KB: only HTTP is supported).
  • False statement that the default admin password is printed on the back of the MR7350 (KB: default is 'admin').
  • Failure to confirm successful login to the router UI before concluding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer states 'I'm probably going to end up taking the TV back… This is just too much' and confirms they did not retrieve the Wi‑Fi password or get the TV connected.
R2 Not Met Diagnostic thoroughness conf 98%
Agent only offered to send an email with steps and never performed any on‑call troubleshooting (no verification of router access, no password check, no attempt to guide customer through login).
R3 Not Met Correct resolution path conf 97%
Agent declared free support unavailable because the router is out of warranty and pushed paid support instead of continuing best‑effort troubleshooting; no real troubleshooting attempt was made for an OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to apply a logical diagnostic process; did not ask the customer to check the router label for the default password or verify if the router was reachable before sending instructions.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, admin UI check, ping, etc.) were used even though the issue required confirming router accessibility; agent relied solely on email instructions without real‑time validation.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: claimed 'with or without an s' (HTTP vs HTTPS) it would definitely work, and suggested 'admin' as a fallback password for the MR7350, which contradicts KB guidance for configured routers.
Communication
C1 Not Met Clear & professional language conf 93%
The call lacked clear framing, expectations, or structured transitions; the agent drifted into script reading and did not keep the conversation on track.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing technical language (HTTP vs HTTPS) and did not check the customer’s understanding, leading to repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the problem; instead they offered paid support and an email without personally walking the customer through the solution.
O2 Not Met Proactive follow-through conf 93%
Agent promised an email but gave no concrete timeline or follow‑up commitment; the customer had to chase the email themselves and report non‑receipt.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation was performed even though the issue remained unresolved and the agent’s guidance was insufficient; a warranted escalation was not made.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offered a brief apology (‘I’m so sorry’) but did not acknowledge the customer’s frustration or repeated effort; no sincere empathy for repeat‑contact fatigue.
X2 Not Met Tone & rapport conf 93%
Agent maintained a scripted, one‑size‑fits‑all tone and did not adapt to the customer’s confusion or emotional state.
X3 Not Met Overall experience conf 94%
Customer had to repeat personal details and chase an email; the agent did not streamline the process or reduce unnecessary steps.
Call Transcript30 turns · 32 lines
Speaker 1
I'm uh I'm setting up a new TV and I've already uh certain things but it won't connect and I've been advised to to call you
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 dot Linksys dot 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, please have your devices' 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. Hi, thank you for calling Linksys technical support, my name is Ellie. How can I help you today?
00:00
Speaker 1
I don't know what my Wi-Fi, password is. Linksys. And I do have a link setup a 22AS with a password that when I go into the TV, you know, and hit on that and put it in, it won't take it. you Uh, the model's uh, the uh, it says, let's see. Model number is, serial number is 33C-10M-285410.
01:00
Speaker 2
Okay, I see, and by the way, before we proceed on the troubleshooting, ma'am, can I have the model number and the serial number as well? I'm sorry. [silence] Okay, just give me one moment. [silence]
01:00
Speaker 1
Um, all I know is I've already talked to Xfinity. The TV's been set up, and I had to, you know, change cuz I had a new email and then create a new password. So, you know, it's still not connecting. So they transferred me to their TV department and that's when she suggested that check with links and check with uh then Motorola because there was that time a few years ago where I had to get, you know, the new modem which is an RS, uh, I think IS. So you need a model number? Oh. MR7350.
02:00
Speaker 2
uh by the way ma'am is this the only device that we're unable to connect to your Wi-Fi? uh huh yeah i uh i actually already have pulled up the uh model number uh thank you so much by the way yes thank you so much ma'am
02:00
Speaker 1
Yes, it is. It's my first time having a new flat screen since I had a to make it last for 30 years. So it's been very stressful. Sure, first name's Vicky, V-I-C-K-I and the last name Scott, S-C-O-T-T. Sure, it's rupertguana4@gmail.com. You need spelling for all that. Rupert is R-U-P-E-R-T and then iguana, I guana.
03:00
Speaker 2
Ma'am. And uh, by the way, is this like your first time uh calling Linksys? Uh-huh. Mm. Oh. Uh, I see. Uh Ma'am, let me just go ahead and create a record for this conversation. Can I have your first name and your last name please? Ms. Vicky, can I also please have your active email address? Uh-huh, yes please Ma'am.
03:00
Speaker 1
g u A N A F O a t.
04:00
Speaker 2
[KEEP_UNCERTAIN] Okay, thank you so much. And how many links to routers do you have, ma'am in total? Do you only have one? Okay. Okay. Thank you so much. Um how many devices, mom are currently connected to your router?
04:00
Speaker 1
[KEEP_UNCERTAIN] [silence] What I need is, what this this password for Wi-Fi, I'm not sure. My smartphone I don't have internet on because, well I've got the lamm line and it just makes it expensive. So I'm not sure how to get. That's why she suggested calling you how to get that uh, you know uh, Wi-Fi deal. It says also like connected now wi-fi pass and you know, so I do have Comcast. But then I, but then years a few years ago they wanted that AT&T compatibility for the router and the the the modem and that's when I got the the ARS.
05:00
Speaker 2
Okay. Okay. Okay, okay, okay. Okay, thank you so much.
05:00
Speaker 1
Uh, no. No, I've never had a AT&T for my, uh, TV. Only thing AT&T is for my, uh, smartphone and my landline. I have Comcast for my TV and computer. But now I understand it's like you have to have a password there and, because it's notAccepting when I hit the, uh, for the links and plug in the number. Okay.
06:00
Speaker 2
okay so that was that's why you switch uh internet service provider from Comcast to ATT okay okay okay i see okay uh by the way uh Miss Vicki uh uh I just completed uh creating the record for this conversation so the reference or the ticket number will be 1 3 5 6 4 3 now uh yeah so regarding uh Miss Vicki with the MR7350 that you have Oh, have, as per checking here, the warranty of this router has been already expired, so yeah. And then that warranty is not actually for replacement but for the free technical support that you can receive over the phone. Now, since the router is already out of warranty, so the free technical support over the phone will no longer be available. However, there are options. So, the first option here is that visiting the website of Linksys, there is an AI tool agent there that you can take advantage with. Second is our paid Kinect service that will actually cost you $15 to have a free technical-- to have a technical support over the phone to walk you through thoroughly out the process on how you can retrieve your Wi-Fi password. Now, the third option is I can send you an email with all of-- [silence] have you... If you have access for... would that be... your Linksys ID and the password for you to sign in your Linksys ID for us to retrieve your Wi-Fi password.
06:00
Speaker 1
What is when you say the 350. What do you mean by that? Uh the other is the modem, the r, s, a, r, r, is surface board. yeah there that's it. oh no. [silence]
09:00
Speaker 2
Of other devices that is connected to the MR7350. The links access router that you have. Is there some other devices that is currently? Yes. Uh-huh. And what else? Okay, so there are no other devices that is connected to the links access router. So yeah, I can actually send you an email, Ms. Vicky. Where all you just have to do is to follow all of the instructions so that you can connect directly to the router and go to its settings and pull up the Wi-Fi password information from the web browser interface of your links access router.
09:00
Speaker 1
Okay, that... uh, you... that... that would be fine.
10:00
Speaker 2
Mhm. Uh, would you like to do that one? Cause I can actually send it to. Okay. Uh, just give me one moment. So that you can confirm that you received the email. Just give me one moment. Okay? [silence] are alternatively directly. Okay. okay, there you go. Um, it's Vicky. I just actually send you the step by step instruction on how you can um, access the web user interface of your MR7350 and how you can pull up or get the Wi-Fi password from the
10:00
Speaker 1
okay. uh, not yet. I haven't received it. sure sure my uh, that my email is correct. hmm. No, four, but number four.
12:00
Speaker 2
Oh, okay. uh that was my mistake, I'm so sorry. Uh let me just put some changes. Okay, uh, let me just resend the email back. Mo mo mo. Oh, K-town. in the K-row. Okay, there it.
13:00
Speaker 1
Okay, I just got it. Okay. Oh, no. So basically click on the link, the system MR7350 router and go from there. Okay. Which just basically will just advertises the router as that. That's it. Ensure you're, it says open a web browser and into the address bar and
14:00
Speaker 2
[silence] okay perfect. So yeah uh Mr. Vicky just uh kindly follow the steps from that uh from that email so that you can just go ahead and pull up the Wi-Fi password of your MR7350 okay. So would there be anything else that I can help you with? [silence] yes. Yeah.
14:00
Speaker 1
yeah because it's saying this like cannot be reached is what it's saying uh browser I use DuckDuckGo that won't do it but right now I'm well I'm in my my e my email is what is and I'm following these directions and it says open a browser and and type 192 and whatever or get that HTTP and that's wrong because you're not supposed to use HTTP you're supposed to have an S HTTPS
15:00
Speaker 2
Well, copy the address bar and put it onto the URL bar or onto the address bar of your browser, so that you will be routed on the right page, okay? Um, it's saying that the what what browser are you using? Uh, no, it's actually okay. Uh huh. Yeah. Uh, no. With are Transcribe this
15:00
Speaker 1
Well, it's well, I would rather use it with the ass about scams and things. Okay. and your, and the router's administration password, which is what I have on the back of the router, right? And then it's up.
16:00
Speaker 2
Without an s that URL link will definitely work. When we actually run some troubleshooting, we do really, like, you know, usually don't use the HTTPS, we tend to use the HTTP, something like that. But with or without an s, I can guarantee you that it will definitely work. [silence] When whenever the password that you can see at the back of the router will not use, I mean, will not work, you can try the word admin. That's A D M A N. All are lowercase. [silence] Now, if both password will not work,
16:00
Speaker 1
Oh, okay. Because later on, yeah, it's saying about step three, view your Wi-Fi password and all. so, Yeah, for me, I would, cuz it just says blank about this other one, on the, on the router deal. So, yeah, I'm probably going to end up taking the TV back. This is just too much. Okay, Then I just say I guess that's it. I have to work with Dak as she also said call Motorola cuz there's something about it and all. Okay, thank you. I will do that.
17:00
Speaker 2
reset and then create a new Wi-Fi, and I mean a new admin password. Okay. Okay. Thank you so much by the way, uh, miss Vicky. Uh, you do have a wonderful day ahead. Silence.
17:00
Speaker 1
Okay, well, hopefully, without the, the TV probably. Okay, thank you. Bye bye.
18:00
Speaker 2
Let me know and— whoop, there you go. Oh, that's wonderful.
18:00