V2 Rubric Detail — c4471f34-7b0a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:22
Duration
15m 9s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00136429
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Account Issue
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall43.7% (-0.3)

V2 Grader Summary

The agent failed to resolve the customer's primary request to delete the compromised Linksys Smart Wi-Fi account and provided materially incorrect technical information by claiming the service was discontinued, which contradicts the KB. Although the agent demonstrated empathy, ownership, and appropriate communication, the lack of troubleshooting, tool use, and accurate guidance resulted in an unresolved outcome.

V1 Case Analysis

Customer's Linksys Smart Wi-Fi account compromised via hacked email. Agent incorrectly claimed remote access is discontinued. Advised using router password in app for local management but provided no path to delete or recover the cloud account. No model/serial collected.

Troubleshooting Steps
  • Explained that the Linksys Smart Wi-Fi website has been discontinued (inaccurate).
  • Confirmed router settings remain intact without factory reset.
  • Instructed customer to use the router password in the app for local access.
  • Suggested enabling two-factor authentication on the email account.
Key Observations
  • Agent incorrectly claimed the Linksys Smart Wi-Fi website has been discontinued (transcript [03:00]), which contradicts KB documentation that remote access is still available on supported models via https://linksyssmartwifi.com.
  • Agent failed to guide the customer through the documented cloud account password reset process using 'Forgot your password?' at linksyssmartwifi.com, which could have allowed recovery of the compromised account.
  • No product model or serial number was collected, preventing verification of cloud access support (PROTOCOL miss).
  • Customer name 'Doug' was obtained at [10:00], but no other identifying or device details were captured.
  • Agent correctly reassured that router settings are not lost without a factory reset and that local access remains possible.
Positive Highlights
  • Correctly reassured the customer that router settings are preserved unless a factory reset is performed (transcript [02:00]).
  • Accurately guided the customer to use the 'Login with router password' option in the app for local access (transcript [04:00]-[07:00]).
  • Demonstrated empathy for the customer's security concerns and frustration (transcript [10:00]-[14:00]).
  • Maintained clear and calm communication despite customer confusion and repetition.
Agent Errors / Gaps
  • Incorrectly stated that the Linksys Smart Wi-Fi website has been discontinued (transcript [03:00]), which is factually wrong per KB documentation (see ea_series_password_login.md and linksys_cloud_account.md).
  • Failed to provide the correct procedure for resetting a compromised cloud account via https://linksyssmartwifi.com/forgot-password, as documented in linksys_cloud_account.md.
  • Did not collect product model or serial number, which is necessary to confirm cloud access support and warranty status (PROTOCOL miss).
  • Did not verify whether the customer's router model supports remote access, leading to inaccurate generalization about remote access availability.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed the Linksys Smart Wi-Fi account cannot be deleted due to service discontinuation and did not fulfill the customer's primary request to delete the compromised account.
R2 Not Met Diagnostic thoroughness conf 96%
Agent performed no diagnostic steps or troubleshooting; relied solely on stating the service is discontinued without verifying account status or exploring alternatives.
R3 Met Correct resolution path conf 97%
Agent correctly identified the Smart Wi-Fi service is discontinued and advised local router access and password strengthening, which is the appropriate path given the product's end-of-life status.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent identified the symptom (inability to delete account) but did not ask targeted questions to confirm account status, recent activity, or explore root cause beyond repeating the discontinuation claim.
T2 Not Met Appropriate tools / resources used conf 92%
Agent did not use any available tools (e.g., account lookup, access logs) to verify the Smart Wi-Fi service status or account accessibility, despite the technical inaccuracy of the discontinuation claim.
T3 Not Met No misinformation conf 100%
Agent repeatedly claimed the Linksys Smart Wi-Fi website/remote access has been 'discontinued' and is 'no longer available,' which is directly contradicted by the authoritative KB (linksys_cloud_account.md) that provides active instructions for account management via linksyssmartwifi.com.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control but used excessive filler words ('okay', 'uh') and had multiple silences; transitions were weak but the interaction stayed on track.
C2 Met Confirmed understanding conf 96%
Agent used plain language, avoided jargon, repeated instructions, and confirmed understanding throughout the call.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer the customer, and attempted to resolve the issue using available knowledge.
O2 Partially Met Proactive follow-through conf 92%
Agent provided actionable steps (log out, use router password, enable 2FA) but did not set a timeline or offer follow-up, leaving the customer without closure on the account deletion request.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within L1 scope and resolvable with accurate information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('I'm sorry', 'I understand') and acknowledged the customer’s frustration about the hacked email and compromised account.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, remained patient during pauses, and checked comprehension by confirming app navigation steps.
X3 Partially Met Overall experience conf 90%
Agent reduced effort by guiding the customer to use router password login without re-entering Wi-Fi credentials, but the core issue (inability to delete account) required ongoing customer burden and left the security concern unresolved.
Call Transcript24 turns · 28 lines
Speaker 1
Hello? [silence] Hello? [silence] [silence] I can I can barely hear you. That's better. That's a little better. [silence] There we go. There we go. [silence] Now you're talking. Well, hey, I've got a question. Um, I, um, I have a link, says it's [silence]
00:00
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] This is Epi, how can I help you? [silence] Yes, hi there, sir. Can you hear me okay? Yes, hello? Hello? [silence] All right. Hello? Mhm. Okay. All right. Okay. Yes, how can I help you?
00:00
Speaker 1
oh shoot it's uh uh belup I guess that's what it's called it's the it's uh a basically a hotspot that you know then I hooked into my router um anyway when I set this up oh gosh almost four or five years ago now um I used an email address that um I've used very rarely for stuff and apparently last night it was hacked not not my not my Linksys system but the email was hacked and at four in the morning I got a thing that said um oh you've changed your your password and oh you've updated your recovery key and so now I can't even get into that email address anymore so I'm wondering um the only thing I can trace back that I used that email address on was this links setup and I obviously don't want that username out there. So, you know, I've got the Linksys app on my phone and I log in through that, but can I can I like, how can I delete that account, and create a new account, and not lose any of my settings, in that I've got in this system. Does that make sense? Well, Yeah, so. Do I lose all the settings in my in my system? Because like, I don't, I've got. Oh, good. Oh, good. Okay, so, so, [silence] Got it.
01:00
Speaker 2
Okey. So, you wanted to remove your Linksys Smart Wi-Fi account and you want you want to replace it with a new one? No. Yeah. It's not going to, yeah, you're not going to, it's not going to affect the settings of your router. As long as you did not reset your router to factory defaults, it will not remove the settings. Okay. And sir, just to set your expectation, with regard
02:00
Speaker 1
Yeah. Oh no. Well I can change. Oh okay, so say that I
03:00
Speaker 2
with regard to the links a smart wifi account ok um this um links a smart wifi website has been discontinued okay we no longer uh it it's it's no longer available okay so with regard to removing accounts creating another one uh that won't be possible this time because we've already get rid of the website so you can still access your router settings yeah you can still access your router settings locally um by using the uh router IP address or you can go to my router.local okay or you can use the app if you want to use the app there's an option there on the app to access it using the router password not your links a smart wifi account.
03:00
Speaker 1
Again, so I can delete the Linksys account. I can still access the router you're. saying. Um, sto. Okay, I'm gonna. on the speaker so I can do it while we're talking, okay? Oh, I'm sorry. I'm gonna put you on speaker so that I can do it while we're talking. Okay. So, um,
04:00
Speaker 2
[silence] Yes, you can still access the router settings using your Links app, using the router password, with a router password. So there's an option on the Links app to log in using router password, not the username and password. If you sign out from your Links Linksys Smart Wi-Fi. You close the app and reopen it, you should have an option. Okay. Okay.
04:00
Speaker 1
So now will this prevent somebody could use that username and password? If the if the account is gone, that protects me, right? Okay, so what do I do? I'm in me? I'm in the app now. off. it's. Yep, I'm I don't know. Okay, logout, yep.
05:00
Speaker 2
[silence]. Uh [silence]. Yeah. Yeah. Yeah, do you have the option uh um, since you want to get rid of that, we don't have any option. I mean, we have we we don't have any access or option to remove your account here, okay? Because again, the website is no longer available. [silence]. Sowe we can uh what you can do? What we can do from uh from our end is we can um, you can log out from your links to Linksys Smart Wi-Fi account. If you go to account, there's an option for you to log out. Yes, and you um just close the [silence].
05:00
Speaker 1
Okay. Okay. Um, um, I'm I get manage your Wi-Fi and set up a new Wi-Fi network. uh, yeah, um, let me see. I think I'm I think I'm on a different network. I got I've got two networks. Um, let's see.
06:00
Speaker 2
Okay, so once once you close, that's reopen it. Okay, and once you reopen, is there an option for you to log in using the router password? Okay, just go to manage your Wi-Fi. Are you connected to your network right now? If you go to Wi-Fi on your phone, that your Wi-Fi on your phone.
06:00
Speaker 1
Okay, I'm on a different network. Okay. Okay? Okay. Okay. Okay. Okay, says red router password. Let's create your router password. Okay. And so now, will I not be able to look at this remotely anymore?
07:00
Speaker 2
Yes, you need to make sure that you're connected to your Linksys network. Yes, and then reopen the app. [silence] Yes, login, yes, that's it. Log in using router password. Yes, sir.
07:00
Speaker 1
Yes. Oh. So if I so if, but if somebody else already has the username can they log in or no? You know what I'm saying? Well, I, I don't know. All I know is somebody went through the trouble last night of logging into an email address, changing the password and changing the recovery email for it. It was a Gmail account. And they did that all within two minutes. [silence]
08:00
Speaker 2
You can only access your router settings locally. Uh the remote access has been discontinued, sir. If you have the username and password and are they trying to log into your router? [silence] Yes, Yes, I doubt they would be able to remotely access your router, sir, okay? Because, um, as I've mentioned, uh, that the remote access has been discontinued, okay? If they are, if they are doing it remotely, no, uh, they won't be able to do that anymore, okay? We, we linksys even don't have any access to that, so. [silence]
08:00
Speaker 1
Right, um, and I can make the password incredibly hard, that would help too. Um, okay. Oh, it's Doug. I'm just, I'm just really flustered that somebody, that, that, you know, at 4:30 in the morning could get into my Gmail account and change, change the um, you know, how you have a, well, and I, I haven't even used that email account in probably three or four years.
10:00
Speaker 2
Yes. For added security. Mm-hmm. I'm sorry. I wasn't able to get your name, sir. Hmm. Your credentials. Well, maybe can you recall if you happen to click on some links? Because uh, yeah, they they
10:00
Speaker 1
Speaker 1: Yeah, I I'd never used that email account. And um, so it's one of the only email accounts I don't have to factor authentication on. And I was looking through all this, you know, what I had used that email for. And what they did is it it also changed, they said they changed the recovery email address. So when I go to say, okay, I want to recover that account, it sends it to an email address that I have no idea about. So, um, it's really, I hate cyber criminal people, bad people. Um, okay, um, let's see. Speaker 2: [silence] Speaker 1: Spear 2: Yeah, I I'd never used that speak. Speaker 1: yeah. [silence] Speaker 2: Okay. Uh-huh. Okay. But there's no way to change the email address anymore, like the account setup or anything. And I, and I can't, so I can't change it, and I can't delete the whole account, you're saying? Wow. Um, yeah, but the database has to reside somewhere. Okay. Okay. Okay. Um, I wonder how I change this password. Okay. Hmm. All right. I'm going with...
11:00
Speaker 2
Yeah, I think they they've um archived the data but uh we no longer have access to it. So we can uh we can't do anything. Okay. Yeah. So with regard to uh the account issue, sir, yes. Um that's what I can suggest you to do. Yeah, cuz um it seems that your email address, that is a personal um email address. So yeah. Um as long as you make up a uh a stronger password and you enable your two-factor authentication, that should be okay. Just make sure you don't.
13:00
Speaker 1
Oh, yeah. Oh, yeah. I'm pretty, pretty careful about that, but man, I tell you what, it's really frustrating. Okay. Um, okay. All right, well, thank you, um, I guess it's time for me to buy a new router, huh? Yeah. Yeah, I just don't want Oh, yeah, it's everything's working fine. I just don't like the fact that somebody could remotely log in somehow, you know, Yeah, okay. Okay. All right. Well, I appreciate it.
14:00
Speaker 2
I understand. Okay, not a problem. Yeah, actually the router is still okay. Your router will still work fine, it's not a problem. Your internet's is still working. Yeah. Yeah. I doubt they would be able to do that, because again the remote access has been discontinued, so they won't be able to do that anymore. Okay [silence] all right.
14:00
Speaker 1
okay. okay. thanks. Thank you. Bye. [silence]
15:00
Speaker 2
Sure, well, I thank you so much for your time. This is Epi again from Lynxis. Thank you for calling. Have a great day. Thank you. [silence]
15:00