V2 Rubric Detail — c6e0d242-7bf2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 00:03
Duration
38m 14s
Contact
Mia
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136626
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200 - forgot Wifi password
⚠ 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: Avoidance/Evasion — agent refused to provide any troubleshooting or password-reset guidance despite documented support availability for E1200 in universal_password_login.md, incorrectly claiming the device was end-of-life and unsupported.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent incorrectly claimed the E1200 router was unsupported and end-of-life, contradicting universal_password_login.md which provides specific password reset instructions for this model. This refusal to provide documented support constitutes Avoidance/Evasion, leading to an auto-zero and an unresolved outcome. No troubleshooting, diagnostic steps, or meaningful assistance were offered, and the customer was left with no resolution path beyond purchasing a new router.

V1 Case Analysis

Customer (Mia) forgot Wi-Fi password on E1200 router. Agent incorrectly stated device is unsupported and offered no troubleshooting. Advised purchasing a new router despite KB guidance for self-help password recovery.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent's claim that the E1200 is unsupported contradicts KB guidance (adjacent_device_setup_scenarios.md) stating legacy devices are unsupported for firmware/security but basic self-help (e.g., password reset) remains valid.
  • No standard password recovery steps were offered: agent did not suggest checking the sticker, factory reset, or accessing http://192.168.1.1 (universal_password_login.md).
  • Agent failed to clarify that while firmware updates are unavailable, basic functions like password reset via factory reset are still possible (universal_password_login.md).
  • Agent did not address the customer's specific question about hyphen usage in the password, which could have been resolved with a simple clarification.
  • Call avoided looping but lacked technical validity, ending with an incorrect recommendation to replace the device.
Positive Highlights
  • Agent collected the serial number correctly, enabling accurate model identification (E1200).
  • Call was concise and avoided unnecessary loops or extended hold times.
Agent Errors / Gaps
  • Incorrectly claimed the E1200 router is unsupported and cannot receive any assistance, directly contradicting KB guidance (universal_password_login.md, adjacent_device_setup_scenarios.md).
  • Did not provide any of the standard Wi-Fi password recovery methods documented in the KB: checking the sticker, performing a factory reset, or accessing the router locally at http://192.168.1.1 (universal_password_login.md).
  • Failed to address the customer's question about hyphen usage in the password, which is a basic formatting clarification (universal_password_login.md).
  • Suggested device replacement as the only solution without attempting or offering any troubleshooting, despite KB documentation for self-help options.
  • Misrepresented Linksys support policy by implying no help is available for end-of-life devices, when self-help options are explicitly documented (universal_password_login.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent declared router unsupported and end-of-life, offered no troubleshooting, reset guidance, or alternative solution beyond suggesting a new router.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic questions asked, no troubleshooting attempted (e.g., recovery key, admin login, factory reset); agent immediately concluded without investigation.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed E1200 is end-of-life and unsupported, contradicting KB which confirms password reset via recovery key; no best-effort troubleshooting offered for OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms, ask diagnostic questions about login attempts or recovery key, and jumped to unsupported conclusion without logical process.
T2 Not Met Appropriate tools / resources used conf 97%
No use of KB, admin interface, or recovery key process — all appropriate tools for a forgotten password issue — despite E1200 being covered in universal_password_login.md.
T3 Not Met No misinformation conf 99%
Agent provided materially false information: E1200 is not end-of-support per KB, and password reset is possible via recovery key — a process documented in universal_password_login.md.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, guide call flow, or maintain control; repeatedly dismissed customer without offering alternatives or structured assistance.
C2 Not Met Confirmed understanding conf 95%
Communication was non-adaptive and dismissive; used generic phrases like 'very very old' without adapting to customer's need for password help or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abandoned ownership immediately, refused to assist, and offered no follow-up or internal resolution path despite documented support availability.
O2 Not Met Proactive follow-through conf 97%
No next steps or timeline provided; only suggestion was to buy a new router with no actionable guidance or commitment to follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted, as issue was within L1 scope (password reset guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered only perfunctory apologies without acknowledging customer frustration or effort; remained detached and dismissive throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or emotional state; tone remained flat and unresponsive to expressed confusion and fatigue.
X3 Not Met Overall experience conf 97%
Customer forced to repeat serial number; agent created unnecessary effort by dismissing valid support path and suggesting full device replacement.
Call Transcript17 turns · 18 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.
00:00
Speaker 1
hi my name is Mia I'm calling you to ask a question about uh my wify uh passwords I don't remember I am having trouble now so I'm wondering if I can get help about it.
30:00
Speaker 2
lights my name is Nathan how are you I'm just seeking hello Right. Is this your first time calling us or yeah?
30:00
Speaker 1
So, for a long time, I never called there. And what is this for, by the way? I just wanted to get, uh, advice to solve this view. Yeah.
31:00
Speaker 2
All right. Let's create a case ticket for you. May I have your email address and your full name? Okay. I can reset the router. I can create a solution for you, but I need to create a ticket so that in my system I should, it shows that I had help you and it will be documented properly. Give me the model of the router.
31:00
Speaker 1
Um, serial number or – what is it? Blank. Uh, uh, uh uh – what is the model number? It's starting with, B. Mm. Because, there's nothing starting with – my, um, my Wi-Fi is very old. Okay.
32:00
Speaker 2
It starts with W. It starts with H. It starts with M. It starts with R. [silence]
32:00
Speaker 1
serial number 10822 C as in Charles 6642 666. um, I'm sorry. I'm sorry. Are what is, are they hell? uh, [silence]
33:00
Speaker 2
give me the serial number. uh, sony? your router is E1200. alright alright. This router is no longer supported by your internet service provider. That's why it's not working anymore. and we do not provide support on router. This is already obsolete since 2022 July. Apologies, I cannot provide. If you want, I can send you the email instruction. This router is ready. the router Yes. p m? Yes. Okay, you p m. I'm sorry,
33:00
Speaker 1
[KEEP_UNCERTAIN] Christian did the, help for me. I remember he put the serial number and then put the last number, he put my old phone number. I tried to put that, but nothing works. So, what can I do? And also, there's a pass, pass code here. When we put it, there's a hyphon. Do we have to put hyphon as well, when we put pass code for Wi-Fi connection? Huh? My question. I'm asking a question that where this router, uh, has?
35:00
Speaker 2
Yeah. Uh-huh. Uh-huh. No, the router is not working anymore. I cannot provide you support on this router. I cannot provide support on this device. This is no longer uh-uh uh-uh uh-uh.
35:00
Speaker 1
The left channel contains the same narration as right channel.
36:00
Speaker 2
I do not know madam. Mia? I have no information on that one. I cannot answer. I do not know the answer. I am the technician. This router is very very old. It's no longer available for us to support. I'm sorry, I'm sorry. I cannot provide support. I cannot provide support on the router that is already end of life and end support. Apologies for that one.
36:00
Speaker 1
another device i purchased it i can't use it at all whatever i purchase new uh device this is our device then i cannot use it so what is the solution then in this case so if i buy a new router then uh just buy a new router and then put the uh over over right there i don't need this anymore okay that's the only way to fix it now okay so there's no way all right brady i listened to your music for a long long time in order to
37:00
Speaker 2
you buy a new router yes do not use this anymore
37:00
Speaker 1
Talk to you. Bye. That's it.
38:00
Speaker 2
All right then. Anything else? Bye-bye for now. [silence]
38:00