V2 Rubric Detail — c51fb3a4-7974-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:56
Duration
10m 6s
Contact
305-399-5129
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-21.8)

V2 Grader Summary

The agent identified the router model and its out-of-support status but provided no troubleshooting, empathy, or next steps. No diagnostic questions or tools were used, and the customer remained frustrated and unsatisfied, resulting in an unresolved issue.

V1 Case Analysis

Customer claims Wi‑Fi password is being changed repeatedly (possible hack). Agent identified router as EA6350, said it is out of support, provided no troubleshooting or remediation, and ended call without resolution.

Troubleshooting Steps
  • Agent asked for ISP (Spectrum).
  • Agent identified router model EA6350.
Key Observations
  • Agent mis‑identified the product brand (Lennox) and never corrected it.
  • No empathy or acknowledgment of the customer's security concerns.
  • No troubleshooting steps were offered for password recovery or device security.
  • Agent provided only an out‑of‑support statement and did not set any next‑step or escalation path.
  • Call ended with the customer hanging up, leaving the issue unresolved.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect product brand (Lennox) used throughout the call.
  • Failure to collect or confirm serial number, model, or warranty status early.
  • No password‑reset or recovery key guidance despite the issue being a login/password problem.
  • Lack of empathy and failure to acknowledge the customer's frustration.
  • No clear next steps, escalation, or self‑help resources provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only stated the router is out of support and gave no solution or next steps.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed; the agent did not ask any diagnostic questions or attempt a password reset.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified the EA6350 as out of support but failed to provide best-effort troubleshooting (e.g., factory reset, password reset) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms or ask relevant diagnostic questions about the password theft issue.
T2 Not Met Appropriate tools / resources used conf 96%
No tools or KB resources were utilized; agent did not direct customer to http://192.168.1.1 or suggest a factory reset.
T3 Partially Met No misinformation conf 93%
Agent correctly identified the model as EA6350 and stated it is no longer supported, but provided no technical guidance on password reset or security hardening.
Communication
C1 Not Met Clear & professional language conf 85%
Agent never framed the interaction, set expectations, or guided the conversation beyond a single informational statement.
C2 Not Met Confirmed understanding conf 85%
Communication remained generic; no effort to match the customer's angry tone or simplify technical language.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the problem, offered no solution, and did not follow through on any commitment.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines were given to the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the issue could be handled with standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered no empathy or apology for the customer's frustration.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to match the customer's angry, upset state.
X3 Not Met Overall experience conf 85%
Customer was left to repeat concerns without any actionable assistance, increasing effort.
Call Transcript7 turns · 10 lines
Speaker 2
Welcome to Lynksis 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 dot linksys.com for more information about your product.
00:00
Speaker 1
[silence] Don't you tell me. Don't. [silence] Get your, get your ass in the fucking front in there. I got my fucking keys in my hand. [silence] So I K Okay, good afternoon. Um, my name is Tashima Anderson, and um, I'm being hacked. So somebody's stealing my my passwords off of my phone. I saw that and um my Wi-Fi password, I've tried to reset it and reboot it and created a new account and everything and they keep stealing that. Yes, I need to shut the door. Even though I gotta come to my work. All right. Um, let me turn the flashlight on. Um, it's,
02:00
Speaker 2
Thank you for calling Lennox. This is Al How can I help. Okay. Um, can you provide me with the serial number of your Lennox unit? Let me double-check the model. Sorry ma'am. Sorry. I have one for Y-30.
05:00
Speaker 1
I'm it's that room. So when I go to I log in, and then I create a new password, and before I can even log into my TV, they're already changing the password. They're my they're my neighbors. Um I think they used that my husband used to fuck her husband or something. I don't know, but something's going on between them. Yeah, they they've stolen my all my stuff on my phone and shit too. So. I'm sorry.
07:00
Speaker 2
Thank you so much. Let me just pull the one up here. And who is your internet service provider? Spectrum. Okay. Um... Okay. Sorry to hear that, but I see. Have you already reported that one? Um, have you already reported that someone is trying to, Trying to hack you. uh... Well, as of this one ma'am, I'll just like to give you a heads up because um... um... since she didn't want me to repeat the serial number so I'm not going to ask you any regards the email and the first name and last name do you have for security reasons. Um, I'd just like to set your ex... Oh. I see. Well, as for this one, I'll just like to set your expectations that since this is, um, based here on our system, it shows that the model number of the links that you have is the EA6350. This router ma'am actually our first generation router, which means we no longer supporting it since August 9th of 2025. I know that it's crucial because it's it's it's
07:00
Speaker 1
Okay, perfect. Thank you so much for absolutely nothing. That it? Are you done? Okay. Thank you. Bye. Yeah.
09:00
Speaker 2
yeah, sorry, you're actually still on the line. Do you still need anything [silence]
10:00