V2 Rubric Detail — c55b0474-6036-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:59
Duration
11m 54s
Contact
William Rucker
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132278
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: unable to access web ui_E5350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by citing out-of-warranty status and offering paid support instead of providing best-effort assistance as required by policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot or resolve the password issue, incorrectly denied free support due to warranty status, and avoided ownership by pushing paid options. No technical tools were used, communication was poorly adapted, and customer effort was increased — resulting in a clear case of avoidance and an unresolved outcome.

V1 Case Analysis

Customer unable to access router admin UI; admin password forgotten; warranty expired; sent email with password‑reset instructions.

Troubleshooting Steps
  • Confirmed Wi‑Fi connection to the Linksys network.
  • Attempted access via myrouter.local.
  • Requested device serial number (not provided).
  • Checked warranty status (expired).
  • Offered paid support or free email with reset instructions.
Key Observations
  • Agent did not use the standard five‑digit recovery key method for password reset.
  • Call contained long periods of static and silence, reducing efficiency.
  • Agent repeatedly used the wrong gender pronoun for the customer.
Positive Highlights
  • Collected customer name and email for follow‑up.
  • Offered a free self‑help email when the customer declined paid support.
  • Clearly communicated warranty status and the limitation of free support.
Agent Errors / Gaps
  • Failed to follow the documented password‑recovery procedure.
  • Did not collect or verify the router model/serial before offering paid support.
  • Unnecessary hold time and repeated clarification without progress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm any outcome; only offered a paid option or an email guide without verifying resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed — skipped recovery key, default password check, or direct UI access; jumped to warranty status instead.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free support for OOW devices, violating best-effort policy; should have attempted troubleshooting despite OOW status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified login failure and asked about IP and Wi-Fi name, but failed to diagnose root cause (e.g., recovery key, admin password reset).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., recovery key verification, admin UI, firmware check); relied solely on customer description without attempting validation.
T3 Not Met No misinformation conf 97%
Incorrectly claimed no free support for OOW devices; provided no accurate technical guidance on password recovery methods.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent framed the call and collected info, but long silences and lack of direction reduced control; did not guide troubleshooting effectively.
C2 Not Met Confirmed understanding conf 93%
Agent misgendered caller as 'ma’am' despite context, used scripted tone, and did not adapt to hearing issues or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by deferring to paid support or email; did not attempt to resolve the issue directly.
O2 Partially Met Proactive follow-through conf 87%
Agent promised an email 'after the call' with a vague 'three minutes' timeline, but no concrete follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
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 85%
Agent used polite language and thanked the customer, but did not acknowledge frustration or effort already expended.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace despite caller’s hearing difficulty and confusion; continued with rigid script.
X3 Not Met Overall experience conf 94%
Customer repeated personal details unnecessarily; agent increased effort by not guiding through direct solution or using available tools.
Call Transcript20 turns · 22 lines
Speaker 1
How can I help you to our own? No, it's a it's [silence] I'm trying to help my uncle reset his password.
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1. Now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
and password on his router, and we can't get logged in to the linksies. UH, whenever I put in the 192, 168.1.1, it won't allow us to log get logged in. He can't remember that password or authentication password or whatever. So we were just trying to change the router password because the technicians that came to help him set it up. They changed the original password and didn't write it down for him. So can we get that changed today, please? Both of those. I'm sorry, you're like I can't, I can't, [silence]
01:00
Speaker 2
Oh, let me check what we can do here, ma'am. OK, just to double-check. Your concern is you want to reset the router password or you cannot open the Lynx web interface. Just want to double-check. Oh, OK. All right. So, ma'am, just to confirm, by the way, aside from the 1920 sorry, go ahead.
01:00
Speaker 1
can barely hear you. Not barely, but it's, it's like, really, uh, staticky when you talk. I just, it's like you're kind of, it's like you're too close to the mic. Yes, that. That is better. Thank you. Much better. Now I can hear you. Okay. My router.local.
02:00
Speaker 2
[silence] um right now is it still static can you hear me better clearly or do you want me to possibly call back for you? Okay, hold on. Let me just clear it here. How about this one ma'am? How about this? Much better? Perfect. Thank you. All right. Um Ma'am, just to confirm, by the way, aside from the default IP address you've used to uh open the linksys web interface, have you tried myrouter.local? Yeah. Can you uh can you try that?
02:00
Speaker 1
fine. [silence] Ook. My router.local mom. [silence] It says this site can't be reached. [silence] Yeah.
03:00
Speaker 2
This site can't be reached. May I know ma'am, if, are you connected to the Linksys Wi-Fi? Did you try, [silence] Thank you. [KEEP_UNCERTAIN] Try somehow to like a reset the router, okay? And uh, it by chance. I know, what's the device you're currently using so that you can log into or open the web interface. a what WiFi name is this showing? Is that a WiFi name is showing for the Linksys device? Do you happen to have uh, let me just double check, do you have a uh WiFi for your Linksys? [silence]
03:00
Speaker 1
the name is Lynxis one-one-zero-five-seven. [silence] yeah he is on his phone. [silence] 1105, that's what it says on the linksys device, but he's connect I think they they changed it whenever they came to fix it to William's Wi-Fi. [silence] It's from fibernet. Yeah it's true fibernet. It was true Fibrenet.
05:00
Speaker 2
okay, are you connected to that Wi-Fi? Now, to double check, ma'am, because I want to make sure that you need to be connected to the Linksys Wi-Fi in order for you to open the web interface. So the Wi-Fi name of the Linksys is LinksysN11t. Okay. Okay. All right. So, who, uh, what technician, uh, did, uh, did you have? Is this from your internet service provider or a Linksys one?
05:00
Speaker 1
Amazon EFS is three zero K, one zero C, six five nine one one zero five seven. It's Fibbon. Yeah, Fibbon. .
06:00
Speaker 2
Okay, yes. All right, so, uh, right now, ma'am, um, for the device, the linksys device that you have there, can you provide to me what's the serial number? All right, ma'am, who's your internet service provider? All right, ma'am, is this the first time you called linksys?
06:00
Speaker 1
Yeah. For the, um, for, um, it's, it's, William. William rock, yeah. R, U, C, K, E, R. Hold on. Can you open your phone? Catch up sounds available. uh-huh. let's go to your google. Hello?
07:00
Speaker 2
Okay. Good. May I create first a record? Before we proceed on troubleshooting the device, may I know your first name and last name? Just the record. Uh, go ahead. William. How can you spell your, the last name please? William. [silence] William. How about email address? Yes, I'm, yes ma'am. That 28.
07:00
Speaker 1
22Sam, Sam, Sam, Sam, Sam, Sam, Sam. Okay. This is cord that I used. Yeah. Uh, I was in on my phone, you know, in the back. Yeah. You can see it. What to, uh, grab my phone. Yeah. Through the, uh, TV. I got you. Yeah. That's why I was in it. I don't know what the record was. That's out. Yeah, it's out. Oh yeah? Yeah. I'm going to get that for you. Are you friends with Daddy on Facebook? My dad.
09:00
Speaker 2
8-28 R. Got it. Give me just three minutes, let me just fill in everything first. All right.
09:00
Speaker 1
I will hear yeah yeah okay yes are you sure all right oh no problem
10:00
Speaker 2
All right. Hello, ma'am. All right. So ma'am, by the way, I was able to create a record for your uh for you. However, based on your records here, the warranty of the product that you have there is already been expired. And just to set proper expectation, that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one time phone support lasting only for 60 minutes, but there would be a fee for that, and that's uh $15. Now, I do have a two options. All right. It's okay, ma'am. I do uh if by chance you don't want to pay uh $15, it's okay. I still have a free option for you, where in I can send you an email, then you can click that link so that you can open directly the web
10:00
Speaker 1
Yeah, you can send the email so I can do it myself. Yes. OK, and it'll let me reset the password. OK. OK. That is all. Thank you.
11:00
Speaker 2
[silence] interface up link to to reset your router password. [silence] That's for free. But [silence] which one do you prefer? [silence] Okay, all right. Now, just to confirm, ma'am, uh [silence] the [silence] email address is [silence] Preston [silence] W282@gmail.com? [silence] Okay, all right. Now, after your call, ma'am, give me just three minutes and then you can [silence] refresh the uh [silence] your email and [silence] then you'll be able to [silence] receive the guide. [silence] Yes, ma'am. You just click that link so that you can log in there. All right. Anything else? [silence] You're welcome. Again, this is from Linksys Technical Support. You have a great day ahead. Bye bye for now.
11:00