V2 Rubric Detail — c948c4da-772a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 22:01
Duration
5m 53s
Contact
Karen Robertson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135859
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6300 - forgot Wifi password

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall59.7% (+3.7)

V2 Grader Summary

The agent identified the router as end-of-life and appropriately recommended factory reset via email, but did not resolve the password issue during the call or perform meaningful troubleshooting. While the resolution path was correct, the lack of in-call progress, empathy, and effort to reduce customer burden results in an unresolved outcome.

V1 Case Analysis

Customer unable to locate admin password for EA6300 router. Agent collected serial, identified model, and promised to email factory-reset instructions; recommended replacement due to end-of-life status.

Troubleshooting Steps
  • Collected serial number and confirmed router model (EA6300).
  • Checked internal system for password record (none found).
  • Offered to send factory-reset instructions via email.
Key Observations
  • Agent made a materially false and unsupported claim at [05:00] that 'advanced AI' can snoop on old routers. This contradicts all KB guidance and technical reality.
  • Agent did not provide on-call step-by-step factory-reset instructions despite the procedure being simple, documented, and suitable for the customer's context (see universal_factory_reset.md).
  • Agent recommended replacement without confirming warranty status or offering a concrete replacement path.
  • Agent correctly identified the model and collected serial/email for follow-up.
Positive Highlights
  • Correctly identified the router model as EA6300 after customer located it on the device.
  • Collected the serial number and customer email for follow-up communication.
  • Offered to send detailed factory-reset instructions via email within 5-10 minutes.
  • Advised customer to consider replacing the end-of-life device for security reasons.
Agent Errors / Gaps
  • Provided materially false and misleading technical claim about 'advanced AI' snooping on routers (ACCURACY = 1).
  • Failed to walk the customer through the factory-reset process during the call, despite the procedure being documented and straightforward (ACCURACY, RESOLUTION).
  • Did not create or reference a HappyFox case/ticket number (PROTOCOL).
  • Did not explicitly verify model/serial information with the customer before proceeding (PROTOCOL).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the password issue during the call; only promised to email instructions and suggested replacement.
R2 Not Met Diagnostic thoroughness conf 93%
Agent only checked system for stored password; no troubleshooting steps (default credentials, reset) were performed or guided.
R3 Met Correct resolution path conf 96%
Agent correctly identified EA6300 as end-of-life and recommended factory reset plus replacement — appropriate path for obsolete device.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (no admin access), asked for model/serial, determined device is end-of-life with no stored credentials — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to check password record and warranty status — appropriate tool use for this scenario.
T3 Met No misinformation conf 96%
Factory reset recommendation to regain access is supported by KB (universal_factory_reset.md).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept call moving but lacked clear expectations at start and included rambling commentary, reducing control.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed email spelling, avoided jargon — adapted to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership, offered to send instructions, did not transfer call.
O2 Met Proactive follow-through conf 94%
Agent gave clear next step: 'Give me 5 to 10 minutes after this call... you should receive your email.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
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 93%
Agent did not acknowledge customer's frustration or difficulty; no empathy statements made.
X2 Not Met Tone & rapport conf 90%
Agent maintained flat, scripted tone; did not adjust to customer's emotional state.
X3 Not Met Overall experience conf 92%
Customer asked to repeat email and will perform reset themselves; no effort to reduce steps or handle actions agent-side.
Call Transcript12 turns · 12 lines
Speaker 1
you what? [silence] Karen Robertson. Yes, and I just have a quick question that'll probably you can tell me yes or no and then we can see if we need to go and
00:00
Speaker 2
Welcome to link support. To ensure quality service, your call may be monitored and recorded for quality assurance purposes. 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's serial number ready. For assistance, Press One now. If you would like further assistance regarding not being in warranty issues regarding your product, Press, too. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Music, thank you for calling. Hello. Thank you for calling Linksys. My name is Nathan. Your name please. Karen Robertson. Is this your first time calling us, Karen?
00:00
Speaker 1
ella. And she had all this stuff put in. She does not have her password for her links. And her air conditioner went out. So I've had to move her into the basement. And in the basement is asking for a password for her router. She has no clue what it is. And I don't know how to find it. Okay. Let's see if I can read it to you. Let me raise it up a little bit um all right. So the serial number is 133 106 0431295
01:00
Speaker 2
Okay, go ahead. Can you give me the router model and serial number?
01:00
Speaker 1
Let's say, Linx is that the model? 1, 2, 9, 5, 1. Is that it? Linx is this is our S, maybe. Let me see. M-A-C. No, hold on. Let me find. Okay. UH would it be on the back of it? That's where I'm at or would it be on the front under underneath the router? Okay. So I'm on the back of the router and let me find it. Linx network. Oh, my God. All right. All right, I'll say turn it over.
02:00
Speaker 2
Do you have the model of the device? [silence] Not started letter M? [silence] It starts with M or? [silence] Go ahead, tell me. [silence] Now there's a mac address underneath the router
02:00
Speaker 1
It's Cisco, I'll leave that kit right there. the a 6300. Now, I see there's a password on the back of it, but I think she's changed it, or does she not change it? I don't know. I don't know. no idea. Okay. [silence]
03:00
Speaker 2
EA6300 right you have this one more than 10 years already yeah and I check on the system there is no record of the password and installation on this one now the device is already end of support and end of life meaning it's obsolete it may no longer be supported by your internet service provider now
03:00
Speaker 1
There's a charge for that. Okay. It's Kathy, with a K, K, B, A, 5826 at gmail.com. Yeah, 5826 at gmail.com, that's right.
04:00
Speaker 2
I can send you the instruction on How to Factory reset and reinstall. And after that you can create your own a new WiFi, WiFi password, or WiFi name along the way. That I can give you. Can you give me your email? No, no, it's free. What's your email? Let me read it to you. Okay. A S IN Kathy in K-A-T-H-Y-B-A-5-8-2-6-gmail.com. Did I get it right? All right then. Give me around 5 to 10 minutes after this call Kathy, so that I can create a customized step by step, detailed instruction on what to do. Now if it doesn't work, put the expectation [silence]
04:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Right. Okay, thank you so much. Bye bye. You too, bye bye.
05:00
Speaker 2
you need to replace the router. The router is too old already. And even if it works, plan for a replacement maybe a month or two from now, because it may not be safe. People can take a look or include this router. It's a 10 year, uh 15 years old router. But it's still working. phyically, it will work. It's just that the security is not that secure anymore. We have an advanced AI already that can snoop on routers like that. But for the meantime for tonight or tomorrow, you can factory reset that_running. Anyway, you don't have that much to worry about on the security, right? Okay. Five to 10 minutes Cathy, you should receive your email. Right? All right then. Good day and have a good day. Bye-bye. [silence] Bye.
05:00