V2 Rubric Detail — c11d0b44-7afa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:28
Duration
6m 21s
Contact
470-583-1244
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall11.5% (-14.5)

V2 Grader Summary

The customer independently resolved their lockout using the recovery key method, which is technically correct per the KB. However, the agent provided zero technical guidance, failed to use any diagnostic process (T1), and did not reference any tools or KB resources (T2), making the agent's contribution negligible. The call lacked ownership, empathy, and proper closure, resulting in a partial resolution driven entirely by the customer.

V1 Case Analysis

Customer locked out of node admin after failed login attempts. Agent provided no technical guidance on password recovery using the five-digit recovery key. No resolution or verification performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided no technical guidance on the documented password recovery procedure.
  • No model number, serial number, or warranty information was collected.
  • Agent's response ('If you got locked out with the Linksys app') was incomplete and did not reference the correct recovery flow.
  • Call ended without verifying whether the customer's issue was resolved.
  • Customer attempted to use the recovery key but was not guided through the proper steps.
Positive Highlights
  • Agent was polite and offered a callback if needed.
Agent Errors / Gaps
  • Failed to follow the documented LinksysNOW password recovery procedure (Forgot password → recovery key flow).
  • Did not ask for or record product model/serial number, which is critical for troubleshooting.
  • Provided no actionable technical advice despite the customer being in a known recovery scenario.
  • Did not verify resolution or confirm device functionality before ending the call.
  • Agent's guidance was vague and did not align with the KB or customer's needs.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer stated they 'think I've got it' after describing recovery steps, implying partial resolution through self-action, but agent did not confirm or validate outcome.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked no diagnostic questions and provided no troubleshooting steps; interaction lacked logical sequence or investigation.
R3 Partially Met Correct resolution path conf 80%
Agent did not actively guide resolution path, but customer independently applied correct recovery method (recovery key), suggesting available path was known.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The agent failed to identify symptoms, ask relevant questions, or determine root cause; no diagnostic process was initiated despite the customer explicitly stating they were locked out due to too many failed attempts.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB resources were used or referenced by the agent. The agent did not verify the model or guide the customer to the correct local URL (myrouter.info or myrouter.local) as required by the KB for password recovery.
T3 Not Met No misinformation conf 90%
The agent provided no technical guidance. While the customer's self-described method (recovery key) is correct per linksys_now_login_admin.md and universal_password_login.md, the agent's only contribution was a generic mention of the 'Linksys app', which is not the primary method for recovery key entry (which is done via web browser).
Communication
C1 Not Met Clear & professional language conf 93%
Agent did not frame interaction, set expectations, or maintain control; call was reactive and ended abruptly without closure.
C2 Not Met Confirmed understanding conf 92%
Agent used generic response without adapting to customer's age, frustration, or comprehension level; no confirmation of understanding attempted.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—offered no help, redirected responsibility implicitly by saying 'if anything else, call back'.
O2 Not Met Proactive follow-through conf 93%
Only next step was 'call back if needed'—vague, no ownership, timeline, or proactive follow-up established.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation performed despite unresolved state and lack of troubleshooting; warranted due to lockout and failed recovery attempts.
E2 Not Met Escalation prep & handoff conf 94%
Escalation not executed; customer was not informed of transfer, reason, or next steps.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer presence politely but offered no empathy for frustration, repeated failures, or age-related context.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt to customer’s emotional state (frustration, self-doubt) or slower pace; no engagement or comprehension checks made.
X3 Not Met Overall experience conf 92%
Customer repeated attempts to explain issue; agent added no efficiency, skipped known recovery process, increased effort unnecessarily.
Call Transcript5 turns · 7 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
She didn't even wearing collar at all. I don't need it. No, you don't. I just got one, when I try the login to the node, it lock me out. I changed the password is on the bottom of the node. I thought it was winzer like I did everything else. So I trying to keep it simple. Me Forgot it says access lost. Too many failed attempts to login. Yeah. Forget Yeah. I got reset on me. I know how to do that, but that didn't work. Because it's locked. Which doesn't make any sense. Well, Did they not even get a password to bother? Let's see. Reset password. Let me try it. I just did that. Just said something on, let's see if it works. See. I did things. Dad, your son, your dad's just getting old. You know, I'm just. [silence] Ool. [silence] My name is Mr. Star. I was trying to reset my nodes I was locked out of it, but my son may have showed me what I needed to do. I just hit reset the password and then uh enter the password recovery key on the bottom of the node. Is that how you do it? Okay, so I did that. All right. [silence]
02:00
Speaker 2
Thank you for calling Linksys, this is Al. How can I help? Uh-huh. Yes, sir. If you got locked out with the Linksys app,
05:00
Speaker 1
So I think I've got it. I just need to. Thank you. Do one. Okay. I think I'm good. I'm good. Thank you. Alright. Thanks a lot. Bye-bye.
06:00
Speaker 2
Okay, sir, if anything else, just give us a call back, okay? You're welcome, sir. Bye-bye.
06:00