V2 Rubric Detail — bdf2dd7a-6058-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:02
Duration
7m 23s
Contact
Brian Dakash
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132495
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall17.3% (-40.7)

V2 Grader Summary

The agent incorrectly assumed the issue was a computer password without verifying whether the customer was attempting to access the router admin interface. No troubleshooting was performed to confirm the symptom, leading to a complete misdiagnosis. The customer was dismissed to HP without resolution, resulting in an Unresolved outcome. Core technical and diagnostic failures undermine all primary indicators.

V1 Case Analysis

Customer unable to log into HP computer due to forgotten password; reset code sent to old phone. Agent clarified issue is out of Linksys scope and directed customer to HP support.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer issue was entirely off-topic—related to HP computer login, not any Linksys product.
  • Agent correctly recognized scope limitation but failed to follow basic protocol (no model/serial, no case creation).
  • Agent used inaccurate terminology ('laser products') and provided minimal structure to the call.
Positive Highlights
  • Agent remained polite and acknowledged the customer's request.
  • Provided a clear next step by directing the customer to HP support.
Agent Errors / Gaps
  • Failed to collect product model/serial number and warranty information.
  • Did not identify the out‑of‑scope nature early enough, leading to unnecessary dialogue.
  • Used unclear phrasing (‘laser products’) and repeated script without clear guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid outcome; customer was left without a working solution and no actual resolution path. The problem (computer login) was misidentified as out of scope without confirming it wasn't a router admin password issue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent failed to conduct meaningful troubleshooting — did not verify if the customer was trying to access the router admin page or confirm the device in question. Jumped to 'computer password' conclusion without validating symptoms.
R3 Not Met Correct resolution path conf 90%
Agent selected an incorrect resolution path by assuming the issue was a computer login problem without verifying. The customer mentioned 'password to open the computer' but also referenced Spectrum and router login — context suggests possible confusion between router admin login and computer login.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify the correct symptom — failed to ask whether the password prompt was on the computer OS or on a browser accessing 192.168.1.1/myrouter.local. No diagnostic process applied to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent should have used basic tools: asked customer to attempt accessing http://192.168.1.1 or http://myrouter.local to determine if it was a router admin login issue. No such verification was attempted.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the issue was a computer password and beyond support, when the customer likely needed help with router admin access — a core Linksys support function. This is a materially incorrect conclusion.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control but allowed conversation to become disjointed and failed to clarify the actual issue. Did not set expectations or structure the interaction.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt to customer's confusion or confirm understanding. Repeated 'computer password' assumption without validating.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took ownership but failed to investigate properly. Did not explore possible router-related issue before dismissing it as out of scope.
O2 Not Met Proactive follow-through conf 90%
Agent provided no clear next step — only suggested checking HP website without providing contact details. No timeline or specific action given.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to misdiagnosis.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge customer's frustration or confusion. No empathy shown for customer's lack of technical knowledge.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a formal tone but did not adjust to customer's emotional state or pace. Customer expressed uncertainty but agent did not slow down or rephrase.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by failing to clarify the issue and directing to HP without providing contact information. Could have verified router access first.
Call Transcript16 turns · 16 lines
Speaker 1
Hello, good afternoon. My name is Nazneen Khalil, and I have a Cisco LX router. Okay. So,
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 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling Linksys. This is Carla, how may I help you? Okay. Mhm.
00:00
Speaker 1
internet, from spectrum company. So, this router has been working great with us for a few years now. So, as the password to open the computer forgot the password and when I press on forgot password, they say the code has been sent to a cell phone that my son used to have it, he put in the password. That is no longer, with us. He. got another phone with a different number. So, then when I call the spectrum company how to fix this issue, they told me to call you. first. I want to open my internet connections are fine.
01:00
Speaker 2
Okay. So, um, basic... Okay, go ahead. Okay. So, basically, your problem right now, ma'am, is...
01:00
Speaker 1
<start_of_audio>
02:00
Speaker 2
you don't have internet connection using the Linksys router, right? Okay. Do you mind if I I I logged in to your computer for a moment? Uh, yes, what does that password mean? Is that your computer password or Wi-Fi password? So that means like when you like when when the computer is [silence]
02:00
Speaker 1
[ silence ] means the company who gave the internet the HP computer. [ silence ]
03:00
Speaker 2
No ma'am, the computer, because you need the password when you turn on the computer, it asks for a password to log in so that you can use the computer, right? Yes. When this computer is off, and when you turn it on, you can, that's the time that it will ask for your password. Ma'am, with that case, ma'am, um, that is beyond our support because we're just uh what you call it, we're trained for Links products. But if it is a computer password, one, so that you can use the computer, I think you need to contact your computer provider, ma'am. [silence]
03:00
Speaker 1
[KEEP_UNCERTAIN] I should call the Hewlett Packard was that company, correct? HP is... what now when I open the computer it says monitor is going to sleep. What does that mean? Used to open up the computer before, but both of, all the lights are blue. What does this mean monitor goes to sleep?
04:00
Speaker 2
okay ma'am um that is a computer password ma'am um we should not um provide you assistance with that because we are not trained with that one ma'am we are only trained for links devices okay if you have problems with your lenses that's the time that we can assist you or we can give you um um we can yeah ma'am yes
04:00
Speaker 1
okay, thank you very much, I appreciate it, you, my name, Nasreen Khaled, one quick question, I with the company the computer says HP, so A, A, that is hewlett packard.
05:00
Speaker 2
Okay ma'am, because um, if that is a computer password, then it's um, we're not trained for that one ma'am. Uh, we only train for um, laser products. Um, you're welcome. Your name again, ma'am? Yes? Okay. Right? So if you do have um, problem with your lances, then you can give us a call. But if your issue right now is for computer password, then uh, we suggest ma'am to contact the um, the company that um, uh, make that um, computer. Okay.
05:00
Speaker 1
That's what it stands for. By any chance you can help me. to find out there toll free number. Would appreciate it. I'm not computer smart. or has a smart phone. smart person. [silence] Are you there? Okay, thank you.
06:00
Speaker 2
uh yes yes um okay okay on um on yes ma'am um do you have a uh iPad mem or um what do they call this one or computer phone they
06:00
Speaker 1
All right, dear, thank you very much. Have a blessing. Okay. Bye.
07:00
Speaker 2
you can access this you can access their website, where you can check their numbers? Because I can't find any numbers to call ma'am. You're welcome ma'am. So thank you for calling Link-City, this is Carl, ma'am. Have a great day.
07:00