V2 Rubric Detail — bc8bd66e-6c2c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 22:18
Duration
6m 50s
Contact
Traci Myers
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134139
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the wifi name

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.43/5
Overall46.6% (-23.4)

V2 Grader Summary

The agent failed to resolve the issue or advance meaningful troubleshooting, despite the customer being locked out and frustrated. While ownership and communication were partially effective, the agent missed critical technical steps — particularly that the E5400 uses local admin access, not cloud login — and provided no immediate path to recovery. No empathy was shown, and the resolution relied entirely on a promised email, leaving the customer stranded.

V1 Case Analysis

Customer locked out of Linksys.com; provided serial 30N10M2AB13149 (E5400, out of warranty). Agent advised local router access is required and will email instructions; offered $15 paid support which was declined.

Troubleshooting Steps
  • Verified product model (E5400) and serial number.
  • Informed customer that the router does not have a cloud account and must be accessed locally.
  • Offered to email step-by-step local login instructions (free) and a paid-support option.
Key Observations
  • Agent correctly identified that the E5400 is an EA Series router without cloud account functionality and must be accessed locally.
  • Agent failed to provide the specific local access URL (192.168.1.1 or myrouter.local) despite it being critical for resolution.
  • Agent did not confirm the customer could access the router locally before offering email instructions.
  • Paid-support offer was presented appropriately and declined by the customer.
  • Minimal empathy shown; agent did not acknowledge customer frustration about being locked out.
Positive Highlights
  • Promptly collected and verified product model and serial number (transcript [03:00]).
  • Correctly identified the E5400 as an EA Series router and explained it lacks cloud account functionality.
  • Accurately communicated warranty status and support options, including the $15 paid-support path.
  • Created a ticket and committed to sending follow-up instructions within five minutes.
Agent Errors / Gaps
  • Did not provide the correct local access URL (http://192.168.1.1 or http://myrouter.local) for EA Series routers (transcript [05:00]), which is a critical omission per KB.
  • Did not verify whether the customer could currently access the router locally, a necessary step before offering self-help.
  • Mispronounced 'Linksys' as 'Linxs' multiple times, which may affect brand professionalism (transcript [02:00], [04:00]).
  • Did not confirm the email address spelling with the customer before proceeding (transcript [05:00] shows agent spelling it back incorrectly as 'Tracy' with 'T for Mike', etc., but no confirmation).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to send an email with instructions but did not resolve the immediate issue of being locked out of the router or guide the customer through local access or password recovery during the call.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — agent did not guide customer to local login (192.168.1.1), check for recovery key, attempt password reset, or verify if the router was accessible locally.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device was out of warranty and offered a free email option, but defaulted to paid support too quickly without attempting basic self-service recovery steps appropriate for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask any diagnostic questions about the lockout (e.g., error messages, prior access, recovery key) and failed to identify that the E5400 uses local admin access, not cloud login.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not direct customer to access http://192.168.1.1, attempt password recovery, or verify local connectivity, all of which are essential for this issue.
T3 Partially Met No misinformation conf 90%
Agent correctly stated model (E5400) and warranty status, but implied the cloud account (linksys.com) was necessary when E5400 uses local-only access — a material inaccuracy for resolution path.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided a timeline and closed the call efficiently, but lacked initial framing and allowed long silences; call control was reactive, not proactive.
C2 Met Confirmed understanding conf 95%
Agent spelled out and confirmed the email address clearly and used accessible language like 'I’ll send you the email.'
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, committed to sending an email, and did not transfer — demonstrated ownership of the case.
O2 Met Proactive follow-through conf 95%
Agent set a clear next step: 'wait five minutes max once this goes and you will receive the email.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was needed — issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer expressed frustration ('I'm so mad at myself'), but agent never acknowledged the emotion or offered empathy.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adjust tone to match customer’s stress; no attempt to de-escalate or validate frustration.
X3 Partially Met Overall experience conf 85%
Agent collected serial and email once, but failed to prevent future effort by not guiding customer to immediate solution (local login), forcing reliance on email delay.
Call Transcript12 turns · 13 lines
Speaker 1
Thank you. I think he's kicking me off and then just hanging out. The only way we're going to get back in
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. 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.
00:00
Speaker 1
Just get back into Linksys. That's the only way. And I can't. It locked me out of my Linksys.com. I don't know why all of a sudden it just pulled up that page. It it was pulling it up for me too and I ignored it. I'm so mad at myself for ignoring it. I didn't have time to deal with it. For some reason, when I downloaded the app, I did not put in an email address and now we are locked out of it. One would it like won't let you continue to fill in all the. One would think. [silence] I'm going to try our old password. Our old email. We need to change our domain name on our router. We put it in incorrectly. We don't want the information that's showing up under searches. Right, the one that shows up when you [silence]
01:00
Speaker 2
Thank you for calling Linxs. This is May. How can I help? Just the domain name? you mean to say the wi-fi name of the router okay.
02:00
Speaker 1
search for a Wi-Fi connection. Yes. Hold on just a second. Let me pull up. Yeah. Let me pull up the total. The serial number. Oops. I just covered up the serial number. Oh. There it is. Okay. Um, 3-0-N-10M-2-A-B-1-3-1-4-9. Yes.
03:00
Speaker 2
Mhm. Uh-huh. Okay. That's a zero Nancy one zero Mary two Alpha boy one three 11, 49. Okay. And let me just check it here. One second. I'm
03:00
Speaker 1
Will the email require me to have a password to get into my link six?
04:00
Speaker 2
The device that I can see here from my end, the model number is E5400. Uh this is entitled for one year uh technical assistance or support. It shows here that this was purchased year 2022. correct me if I'm wrong, which means it's already beyond the warranty period. I can send you an email, and that's for free. That email contains how you can change your Wi-Fi or the or the domain name of the router. We have other option, but that will cost you $15. We call that paid support. Brain, I can help you right now if you are willing to pay $15 for just one-time troubleshooting. That will last for an hour. So email that's for free. The router.
04:00
Speaker 1
My linksys.com. It locks me out. Because I apparently don't remember my username. So, if it's going to ask me to do that, I'm still going to be locked out, and I'll have to call you back. Is it going to ask me. Okay, so... Okay, yeah, send me the email, please. Um, my email address is Tracy Meyer. So, t-r-a-c-i Meyer is m-y-e-r. s1972@yahoo.com.
05:00
Speaker 2
What's your active email address? Oops. Hello. [silence] So I have here at Tracy. That's T for Mike. E for Mike. For Alpha C for India. Yeah. e for Y e for Echo R for Sierra 1972@yahoo.com [silence] That's the router doesn't have an account. This is just a regular router. Actually, you need to access this one locally.
05:00
Speaker 1
So you said Myers, right, M-Y-E-R-S? [silence] Okay, yes, that sounds right. [silence] Yes, yeah, uh-huh. [silence] Rise Broadband. [silence] Okay, thank you so much. [silence] Is it just gonna take five minutes? [silence] Okay, thank you. Have a great day. [silence] Bye-bye. [silence] Please make sure Jennifer's not having Luke reset.
06:00
Speaker 2
Is that correct? Yes. And I guess your first name is Tracy and your last name is Myers, am I right? And who's your internet service provider? All right, Tracy. I'll send you the email. I just need to create a ticket here for you and just wait for five minutes max once this goes and you will receive the email. Okay? You're welcome. Thank you again for calling. You too. Bye bye. Bye bye. [silence]
06:00