V2 Rubric Detail — be76a466-6436-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:09
Duration
11m 0s
Contact
Melinda Mcelmurry
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132818
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7430_Wi-Fi password
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided providing required troubleshooting for an out-of-warranty device, incorrectly claimed no support available, and redirected to ISP without delivering any meaningful assistance.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any technical troubleshooting or resolution path for changing the Wi-Fi password, incorrectly stated that no support is available for out-of-warranty devices, and prematurely redirected the customer to Spectrum. No meaningful progress was made, and the customer was left without guidance, constituting a clear case of avoidance/evasion and resulting in an unresolved outcome.

V1 Case Analysis

Customer requested help changing Wi-Fi password on EA7430. Agent confirmed model and out-of-warranty status but did not provide admin page access instructions or Wi-Fi password change steps. Customer opted to contact ISP.

Troubleshooting Steps
  • Collected model number (EA7430) and serial number (35L10M28A04002).
  • Collected customer name and email.
  • Confirmed device is out of warranty and end-of-life.
  • Explained that changing the Wi-Fi password would disconnect all connected devices.
Key Observations
  • Agent correctly identified the model (EA7430) and serial number (35L10M28A04002) despite phonetic spelling challenges in the transcript.
  • Agent did not provide the correct URL (http://myrouter.local or http://192.168.1.1) to access the router admin page, which is a critical step for changing the Wi-Fi password.
  • Agent did not direct the customer to the relevant KB article (`adjacent_connecting_devices.md` or Wi-Fi Settings section in `universal_mesh_full_rebuild.md`), missing an opportunity to resolve the issue quickly with self-help guidance.
  • Agent mentioned paid support and the AI tool at support.linksys.com but did not offer to email instructions or direct the customer to a specific self-help resource.
  • Customer ultimately decided to contact their ISP, indicating no resolution was achieved through Linksys support.
  • Agent did not clarify whether the customer's Wi-Fi network was controlled by the Linksys router or Spectrum's equipment, leading to ambiguity in ownership of the Wi-Fi password.
Positive Highlights
  • Correctly identified the router model (EA7430) and serial number (35L10M28A04002) from customer input, despite phonetic spelling challenges.
  • Accurately explained that changing the Wi-Fi password would disconnect all currently connected devices, providing helpful context.
  • Properly disclosed the out-of-warranty and end-of-life status of the device, setting appropriate expectations.
  • Maintained a professional and calm tone throughout the call.
Agent Errors / Gaps
  • Failed to provide the correct URL (http://myrouter.local or http://192.168.1.1) to access the router admin page, which is a basic and safe step that should be provided regardless of warranty status.
  • Did not direct the customer to the relevant KB article or section that explains how to change the Wi-Fi password, missing an opportunity to resolve the issue quickly.
  • Did not clarify whether the customer's Wi-Fi network was controlled by the Linksys router or Spectrum's equipment, leading to misdirection and customer confusion.
  • Focused on warranty status and paid support options instead of providing immediate, actionable self-help guidance for a common password change request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer wanted to change Wi-Fi password; agent never provided steps and redirected to Spectrum without resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent collected model/serial but performed no troubleshooting (e.g., login attempt, recovery key, UI navigation).
R3 Not Met Correct resolution path conf 94%
Agent cited OOW status and discontinued support, violating policy requiring best-effort troubleshooting for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No diagnostic questions asked about current password, admin access, or login capability; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., router UI, recovery key, remote session); relied solely on warranty lookup and generic statements.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated complimentary support is no longer available for OOW devices, contradicting documented policy.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent set expectation that changing password disconnects devices, but failed to guide toward solution or maintain control.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite tone but provided vague, non-technical responses without adapting to customer’s confusion or knowledge level.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; redirected to Spectrum and abandoned case without attempting resolution.
O2 Not Met Proactive follow-through conf 93%
No specific next steps given; only suggestions were to use AI tool or contact ISP, with no timeline or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent was polite but did not acknowledge customer’s effort, confusion, or potential frustration with the process.
X2 Not Met Tone & rapport conf 87%
Agent did not adjust pace or clarity despite customer repeating info and expressing uncertainty; remained generic and disengaged.
X3 Not Met Overall experience conf 89%
Customer repeated serial/model numbers multiple times due to fan noise; agent failed to confirm or use previously provided data.
Call Transcript22 turns · 22 lines
Speaker 1
Hi, I was wondering if you can help me to change my password on my my router. I don't know how to do it. [silence]
00:00
Speaker 2
Welcome to Lynxys 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.Lynxys.com. please have your device serial number ready. For assistance, press 1 now. For out of warranty products, 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. Thank you for calling Lynxys, this is Carla. How can I help you? Okay, is it a router password ma'am or is it a Wi-Fi password?
00:00
Speaker 1
no like if people want to come in get on my if people come to get on my internet oh so maybe it's my if people come to get it want to get on my internet they put in a certain password so maybe that's that's the Wi-Fi so do i not have a password on my linksys i think this is the first time i've read a golf um serial number?
01:00
Speaker 2
O. Okay. So me, ask the modern. Okay, that's the Wi-Fi password, K me, okay. Okay. Oh, okay. Oh, okay. Okay. Okay. I see there is a password in it, ma'am, um, cause new, uh, links roars batteries nowadays, they have already a default password. But before we, um, continue, ma'am, let me just create a record for this. Have you got Lexus before? Or is this a first time? Uh, ok. May I have the model number and serial number of your links device? You can check that at the bottom or underneath the router itself.
01:00
Speaker 1
S I, or maybe it's a slash, S slash N, it's three, five, L, as in Larry, one, zero, M as in Melinda, two, eight, A as in apple, 0, four, zero, zero, two. No, L as in Lima. Can you say it again? My fan just bumped over and I had to pick it up, so I couldn't, I couldn't say it. Well, right after the one,
02:00
Speaker 2
Yeah. Yes. Mm-hmm. Okay, let me check if I got it correctly, ma'am. It's 35 and then M for Mary. Okay. M for Mary. Sorry. Okay. And then 1 0, and M for Mary, 2 8, A for Apple, 04 0 0 2 Okay. 3 5 and then L for Larry, 1 0, 2 8, A for Apple, 0 4, 0 0 2 [silence] [silence]
02:00
Speaker 1
0 before the 2, there's an M, as in Mary. Yeah, 3, 5, L, as in Larry, 10, M, as in Mary, 2, 8, A, 0, 4, 0, 0, 2. Where do I find that? Oh, no, no, no. I see it. Model number E, as in Edward, A, as in Apple, 7, 4, 3, 0.
03:00
Speaker 2
Yeah, M for Mary. Yeah. Okay. mm-hmm Okay. How about the model numbers? I don't know underneath uh the name? Um, you Okay. Okay, that's E-A-74-30. Correct? Okay, uh can I have your phone number, ma'am? mm-hmm Okay. Okay, How about your first name and last name?
03:00
Speaker 1
[DOWNWEIGHT] M-C-E-L-M-U-R-R-Y. Yeah, McElmurray. I don't know what I put on there. If I - when I put it up - when I put it together. fmmcmc be l m u r r y @ yahoo.com. I don't know if that's the one I put it up. I put.
04:00
Speaker 2
Okay. Can you, um, spell your last name, ma'am? Okay, that's M-a-c-M-a-r-r-y, correct? And how about your email address? Okay. Can you spell it ma'am? Um. Again. Okay. So your email address is S for sugar and then M for Mary, T for Charlie, E for Edward, L for
04:00
Speaker 1
No, no, no, no, no. S-M-M-C-E-L-M-U-R-R-Y at yahoo.com. Spectrum.
05:00
Speaker 2
uh Polari and uh, okay, okay, thank you. Uh, and the next question is, who's your internet service provider, ma'am? Okay. Uh, alright, right now ma'am, uh, again, you wanted to like change the password, uh, the wi-fi password to your routers because the at the bottom of the router, ma'am, that is the default password, like the wi-fi name and as well as the password. So, uh, even though um your device is like, for example, it's out from the box, the wi-fi is already secured because it is already there is a default settings. It's already default uh
05:00
Speaker 1
Uh, I don't know, a couple years, three years. I don't even know. Maybe. Yeah. Yeah. Well, then maybe let's not if I don't, if it's already got a password on that, maybe it's the password to get onto my internet. That might be, but I don't know. I don't know if I know how to do that to change that either.
06:00
Speaker 2
And there is it's secured. Okay. By the way, Mom, how long you had this router? Okay, years. Okay, and you have already a like wireless devices that is already connected to the network, right? Like phones, computers. And because if we are going to change your Wi-Fi password right now, Ma'am, all those devices that's currently connected will be disconnected.
06:00
Speaker 1
Yeah, yeah, everything's... Yeah. Yeah, so, I think it's my, my spectrum password. That's the one I probably need to change. Yeah. Right. Yeah, I'm, that's I, when I go in there, I click on my Wi-Fi, and it says connected and secure, but I don't know how to change the password in there.
07:00
Speaker 2
But all your wireless devices, they're all connected now, correct? And online. It can access the Internet. Mhm. Um, so your Spectrum router has also a Wi-Fi capability. Okay. Okay. Because if you're going to view it on your phone, Ma'am, or any wireless device, you can see it there, the name of your network, and it's um, probably secured. Okay. We're going to check it. Okay. Mhm. Okay. Because again, Ma'am, uh, ah.
07:00
Speaker 1
Right. Yeah, I kind of figured that. I love technology. [ silence ] Right. Yeah, I kind of figured that. I love technology.
08:00
Speaker 2
Just to set your expectation, we can, by using the Lynx router, we can actually, again, change the Wi-Fi password to a password that you like that was easier for you to remember. But, again, after changing the password, any devices that's currently connected to your Wi-Fi will be disconnected. So, you need to reconnect each device back to the network with a new password. Okay? Mm-okay. Okay. Okay. All right, ma'am. Before we start for any troubleshooting here to change your Wi-Fi password, let me just inform you about the status of your router. It shows here in our system that your router is already out of warranty, as well as an end of life already. Linux is no longer providing anything like that. So, let us just- How can you do the Wi-Fi password? ●●● It would- It would disconnect all of the Wi-Fi devices that connected to the Wi-Fi. Then you can add a new Wi-Fi password that is much easier to remember.
08:00
Speaker 1
Okay, so, question. I'm not gonna spend- I don't want to spend any money right now. I just need to change a password. So if it's not the password for the Linksys, I need to go to Spectrum and I need to change my- that one. I need to- I need to change that password to be able to get on the internet. So if that's the one I need to do, then that's what I'll do. Does it say how old my router is? Like, do I need to go get a new router?
09:00
Speaker 2
Like, complimentary technical support in this, okay? But you don't have to worry about it, ma'am. We do have options for out of warranty Linksys products, okay? The first option that we have is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. Our second option, uh-huh. Okay. Actually, ma'am, this router, uh-huh. Mm-hmm. For the router, the E, ma'am, I'd say it's, um, working. The only thing that's, um, not, um.
09:00
Speaker 1
Right. So then how old is it? What do you mean end of life? Just that the warranty's done? Okay. Well, that's fine. I mean, it still works, but that's fine. All right. Well, if I can't, if it's not anything to do with the router, then I will go and figure out how to change my password with Spectrum so that that's changed. So, all right, I'm gonna let you go. I got lots to do. Thank you.
10:00
Speaker 2
Um working there it's the a the router is at warranty that means it's the complementary technical support is no longer available. But a real router it's still. Okay. Um this router ma'am has been um like already a couple of years. Actually the end of this router has been end of life already since 2023. Um yes ma'am. Okay ma'am. Okay. So um okay. Okay. [silence]
10:00