V2 Rubric Detail — c18ddb8c-7030-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 00:56
Duration
6m 51s
Contact
Shane Luce
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134697
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change the wifi settings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall28.8% (+8.8)

V2 Grader Summary

The agent failed to provide any technical troubleshooting or free resolution path for a factory reset WHW03 v2, despite documented recovery methods like using the recovery key or default credentials. Instead, they directed the customer to a support website and a paid service, resulting in no resolution, poor ownership, and high customer effort. The interaction lacked empathy, proper guidance, and adherence to OOW best-effort standards.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any actionable steps to change Wi-Fi name/password; only directed customer to external website and paid service.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed — agent skipped basic diagnostics like checking default credentials or access via myrouter.local despite the customer’s clear inability to log in.
R3 Not Met Correct resolution path conf 97%
Although the device is out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset recovery, default password guidance) and instead immediately offered paid service, violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for model/serial but did not identify the root cause (cannot access admin interface), failed to ask if customer tried default credentials or recovery key, and did not assess current access state.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote access, admin UI walkthrough, recovery key method) despite the issue being resolvable via documented non-destructive steps; reliance on external resources only.
T3 Met No misinformation conf 98%
The URLs (support.linksys.com) and mention of paid Connect service are factually accurate; no technically incorrect information was provided.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent started with repetition ('you you') and unclear framing, but eventually structured options; maintained basic control but failed to guide toward resolution.
C2 Met Confirmed understanding conf 90%
Language was simple and accessible; avoided technical jargon, matching customer’s level of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — no attempt to resolve the issue, skipped free troubleshooting, and transferred responsibility to paid service or self-help.
O2 Not Met Proactive follow-through conf 95%
No specific next steps (e.g., try myrouter.local, check label, use recovery key) were given; only generic references to website and email follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — issue was within L1 scope (Wi-Fi setup), and agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was needed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer’s frustration about accidental reset or forgotten password; no empathy shown despite clear stress points.
X2 Not Met Tone & rapport conf 92%
Agent used a flat, transactional tone and did not adapt to customer’s confusion or repeated clarification attempts.
X3 Not Met Overall experience conf 96%
Customer was forced to search externally and consider a paid service, adding unnecessary effort when free, documented solutions exist.
Call Transcript10 turns · 12 lines
Speaker 1
Hello. I accidentally factory reset my links. I reset this the other day when we had a wi-fi outage. And I'm trying to get back in to change the password, but my stepdad has forgotten that. Yeah. Change the Wi-Fi name and password back to the original. Yeah. Okay, I... I do not think so. Yeah. Yes, ma'am. Model number, WHW03. V2.
00:00
Speaker 2
Okay, all right, so you you happen to reset the router sir, and you wanted to uh okay, so okay, so you you wanted to personalize the settings. Do you still have the uh do you happen to know the original settings like the Wi-Fi name and the password? You still have all those? Okay, all right. Well, can I have the model number and the serial number of your links device? Just try to look underneath it sir. Okay, and the serial number.
01:00
Speaker 1
20 J 20 m 35 B 16513. Yes, ma'am. I believe just the one. Shane, S H of any L U C E. My personal one or do you?
02:00
Speaker 2
OK, 20 J for John, 20 M like Mary, 35 B as in boy, 16513. Correct. OK and how many Linksys devices you have in total? Oh just that one OK. And uh sorry let me create a record. You're going to have your name. Last name. OK and what about your email address?
02:00
Speaker 1
Okay. SUPERSHANE 570@Gmail.com. you know. S H A N and e. S H A N E 570 at Gmail. Yes, ma'am. Yes, ma'am. I believe next link. [silence]
03:00
Speaker 2
upr A5R H-U-H-E 50@hotmail.com. Oh S-H-A-N-E. Okay, sorry. So super chaînes@FAIR.com. 570@FAIR.com. Okay. All right. Who is your internet provider?
03:00
Speaker 1
Yeah, I can use the regular, yeah, I can use the password that's on the router and stuff, but I can't change the password, I don't know how to do that. Uh, as far as I know, three or more years.
04:00
Speaker 2
Next link. Okay. Right now, you're able to go online, right? with with the router. Okay. all right. And how long have you been using this device? More than three years. Okay. All right. So, uh, just to set your expectation, upon checking your record, uh, based on the serial number that you've given me, the device is already out of warranty. It shows that it's out of warranty and it's no longer covered for can give you two options for this, Sir Dane, right? We do have a website that would be support.linksys [silence] you will find their articles on how to access the router settings to change the configuration, okay? That is how you change the wi-fi settings. You just need to access the router. You can also take advantage of the AI tool at the bottom right. So, we do have the AI agent there, just ask our AI agent how to access the router settings using [silence] that's the first option. Our second option is the paid Connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes. So, that paid service is a non-refundable service. So, if you want us to walk you through the process, yes, we will, we would be able to do that, but there's a fee for the service.
04:00
Speaker 1
Okay, thank you very much. support.linksys.com. Okay. And then what was the, what was the path? Was I just putting in the model number for the AI chat? Okay. Thank you. Okay. Thank you very much. Bye.
06:00
Speaker 2
yes, would be $515. Okay, alright, so if you want to, yep, you can try that website first, that would be support.com. if you have any questions, I'll also I will also send you an email for this, okay? their instructional videos how to, yep, how to access to, router from there. so. okay. alright then, so thank you again for your time, this is, yeah, this is fepi from Linksys, thank you for calling, sir, have a great night, take care.
06:00