V2 Rubric Detail — cb0f105c-6e8e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 23:04
Duration
19m 6s
Contact
Britney Shrewsberry
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134374
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Changing password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-40.2)

V2 Grader Summary

The agent confirmed the device was out of warranty and opted to email a guide rather than assist directly, failing to perform any troubleshooting or guide the customer through the password change. While technically accurate on warranty status, the agent demonstrated no ownership, empathy, or call control, leaving the issue unresolved and the customer frustrated. The interaction lacked meaningful progress despite being within best-effort support expectations for OOW devices.

V1 Case Analysis

Customer requested Wi-Fi password change on E5400. Device is out of warranty. Agent offered to email a guide but did not provide steps. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model number
  • Verified warranty status (out of warranty)
  • Confirmed internet provider (Spectrum) and internet functionality
Key Observations
  • Agent failed to provide direct instructions for changing the Wi-Fi password despite the procedure being straightforward and documented in the KB (universal_password_login.md).
  • Warranty explanation was confusing — agent stated $15 fee applies to warranty devices, contradicting the out-of-warranty status.
  • No acknowledgment of customer frustration or empathy offered, despite customer expressing strong dissatisfaction (e.g., 'I put in a word of bullshit').
  • Agent did not verify if the customer could access the router’s local web interface before offering a guide.
Positive Highlights
  • Accurately collected model number (E5400), serial number (A30N10M26A01518), customer name, and email.
  • Correctly identified the device as out of warranty based on serial number.
  • Offered to send a written guide via email as a self-help alternative.
Agent Errors / Gaps
  • Failed to provide the correct procedure to change the Wi-Fi password via the local router UI (http://192.168.1.1 or http://myrouter.local).
  • Gave contradictory information about paid support: claimed $15 fee applies to warranty devices, when it should apply to out-of-warranty ones.
  • Did not acknowledge or de-escalate customer frustration after explicit expressions of anger.
  • Did not confirm the customer’s ability to access the router settings before offering a guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never changed the Wi-Fi password nor confirmed resolution; only offered to email a guide without verifying success.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps performed — agent did not guide login, check settings, or attempt password change process.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status and offered self-help as an alternative to paid support, aligning with policy to avoid charging unnecessarily.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic questions asked about current password, admin access, or router interface; skipped root cause identification.
T2 Not Met Appropriate tools / resources used conf 85%
No tools used (e.g., KB navigation, remote guidance); issue required no advanced tools but agent failed to provide real-time assistance despite capability.
T3 Met No misinformation conf 95%
Agent accurately stated warranty status and fee policy for E5400; no technical inaccuracies in provided information.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure — no clear opening, expectations, or transitions; long silences and off-topic moments occurred.
C2 Not Met Confirmed understanding conf 85%
Agent did not adapt to customer’s frustration or simplify language; remained transactional and unresponsive to emotional cues.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent declined direct assistance and passed responsibility to customer via guide; did not own resolution path.
O2 Partially Met Proactive follow-through conf 80%
Agent committed to sending a guide but gave no timeline or confirmation of delivery; partial follow-through expectation set.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within agent scope but declined due to OOW policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration; no empathetic statements or validation of effort.
X2 Not Met Tone & rapport conf 85%
Agent maintained detached, scripted tone despite customer’s emotional expressions and confusion.
X3 Not Met Overall experience conf 90%
Customer forced to repeat known information and left to complete entire task alone; unnecessary effort imposed.
Call Transcript15 turns · 23 lines
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 one now. For out-of-warranty products, paid sup- 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.
00:00
Speaker 1
I'll go find y'all something to eat. didn't say it's funny but he did he didn't even call me dad this morning. He called me James He may have said dad this morning. [silence] Yeah. [silence] And [silence] it just blows my mind because he can really change to be the sweetest kid on on earth. We're having two, I'm. No, we should have 8 now. Well, where we have that different router, that's why. [silence] and then turn around, good. Who's got a router's default Wi-Fi name? Got it. How you add your turn on your phone in the tablet and slash mode loaders connected to the robo coming is never must be stopped at a sea B like over here must be great so how the phones weren't along. Are you not? It just doesn't make any sense to me. Why I can't change my fucking password. So this is gonna have me change it, change the router's number or password. But I don't want that. I want to change my Wi-Fi. Wi-Fi. Well it's a router address. I can't figure it out. I've got to connect my computer to this. to this first. Um, it's right here. Oh, thank God. Um I need help changing my Wi-Fi password.
01:00
Speaker 2
Thank you for calling
12:00
Speaker 1
you have spectrum, but I have y'all's router or whatever. And so they said that I have to contact you guys to change my password. Yes, the serial number is A30N as in Nancy, 10M as in mom, 26A as in alpha, 01518. And then you said the address too. Okay. [silence]
13:00
Speaker 2
Got it. Can you give me the serial number and model number of your Linksys router? Uh- just the model number.
13:00
Speaker 1
I haven't taken any trash off thing. What's your tracking number? I have it. I'm sorry, are you there? Okay, are you waiting on me? I gave you the serial number. I'm sorry. Okay. I was gonna say it's like E I was just gonna say it's like E 5400. My name is Brittany Shurveberry. S H R E W S B E R R Y. My email address is S Transcribe this audio from the left channel.
14:00
Speaker 2
yes I'm still here I was waiting for the model number but that's okay oh I think I got it now what's your first sorry go ahead okay thank you what is your first name and last name so I can create a worker okay how do you spell your last name and what is your email address
14:00
Speaker 1
H R E W Z as in Zebra dot 86 at Yahoo.com. Yes. Yeah, everything's work and I just need to change my password. Um, no, it was during COVID, I'm sure.
15:00
Speaker 2
who's your internet provider you said Spectrum right you don't have problem with the internet right everything is working just uh you just want to do something special do you still remember when uh where you purchased this yeah let me check if I can see it right here
15:00
Speaker 1
$15 for you guys to assist because it's out of warranty. What? Um yeah. Send me the guide. I just I keep trying and I can't figure it out. So if you could just email me the guide and I'll try and figure it out.
16:00
Speaker 2
So, when I check the serial number here, based on the serial number that you provided, unfortunately the E-5400, your router, unfortunately it's out of warranty and for other warranty devices would charge $15 to assist, non-refundable. Unfortunately, that is correct. If you want, I can send you the guide and now you can do it yourself. That way you won't be charged. It's gonna be the same if we're gonna do it here.
16:00
Speaker 1
I put in a word of bullshit
17:00
Speaker 2
Okay, uh, we'll do that. So, let me find the article for you. I understand. So, how about this one, um, since I think there there's no available guide for that. So I'll I'm going to create one for you. And it's going to take me five minutes. Once we're on that, I'm going to start editing the the guide. Um, I'll create one for you. I'm sure let me let me confirm your email. So is it s as in Sam, s as in Henry, r as in Robert, e as in Edward, l as in whiskey, z as in zebra.86@yahoo.com. Right? that's your email. Perfect. All right, I got I got it now and yeah, I'm I'm sure. I'll send it to you. No problem. You're welcome. You have questions.
17:00
Speaker 1
Channel: Left
19:00
Speaker 2
Thank you for listening. I hope you have a good one. Take care. [silence]
19:00