V2 Rubric Detail — cc1005c4-7c85-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:35
Duration
7m 6s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136723
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall35.5% (+7.5)

V2 Grader Summary

The agent identified the router as an end‑of‑life device and suggested purchasing a new one, but did not troubleshoot the reported Wi‑Fi password problem. No diagnostic steps, tools, or empathetic communication were used, resulting in an unresolved issue and multiple unmet performance indicators.

V1 Case Analysis

Customer unable to connect iPad due to 'wrong password' error. Agent incorrectly stated device is end-of-life and unsupported; no troubleshooting performed. Call closed with email promise only.

Troubleshooting Steps
  • Requested model and serial number
Key Observations
  • Agent incorrectly declared the EA-6900 router as end-of-life and unsupported, which is factually wrong per Linksys KB.
  • No Wi-Fi password troubleshooting was performed — did not guide customer to check router label, verify case-sensitivity, or forget/reconnect network.
  • Agent provided no actionable steps during the call and prematurely closed with only an email promise.
Positive Highlights
  • Polite greeting and initial information request.
  • Correctly asked for model and serial number (partial protocol adherence).
Agent Errors / Gaps
  • Incorrectly stated the EA-6900 is end-of-life and unsupported (ACCURACY failure — contradicts KB).
  • Failed to follow standard Wi-Fi password troubleshooting flow (PROTOCOL and RESOLUTION failure).
  • Did not verify or locate the Wi-Fi password with the customer (ACCURACY and PROTOCOL).
  • Did not suggest basic steps: check router label, case-sensitivity, forget network, reconnect (ACCURACY).
  • Prematurely closed the call without attempting resolution or providing real-time help (RESOLUTION and COMMUNICATION).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states device is end-of-life and offers only self-help email; no resolution of the reported Wi-Fi password issue is achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asks for model/serial and then ends the call; no troubleshooting steps (e.g., checking the label, confirming the password, testing connectivity) are performed.
R3 Not Met Correct resolution path conf 94%
Agent correctly identifies the product as EOL but stops there, offering no best‑effort troubleshooting despite the issue being solvable on‑site.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions about the Wi‑Fi password, SSID, device behavior, or router settings are asked.
T2 Not Met Appropriate tools / resources used conf 94%
The only tool used is an internal record lookup; the agent never accesses the router admin interface or uses any diagnostic tool required to verify the password.
T3 Met No misinformation conf 98%
Statement that the model is end‑of‑life, no longer receives software updates, and is not supported is factually correct.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent frames the call by requesting serial/model, but does not set clear expectations or guide the customer through any resolution steps.
C2 Partially Met Confirmed understanding conf 88%
Agent uses formal language and repeats the question, but does not simplify or re‑phrase for the customer who admits “my clarity is not the best.”
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stays on the call and offers to email self‑help, but does not take ownership of actually fixing the password issue.
O2 Met Proactive follow-through conf 93%
Agent says, “I can send you an email on how to troubleshoot it yourself,” giving a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
This is the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent does not escalate; the issue (Wi‑Fi password) does not require escalation, so the decision not to escalate is appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledges the customer’s frustration or difficulty; no empathy statements are present.
X2 Not Met Tone & rapport conf 94%
Agent maintains a generic script and does not adjust tone or pace to match the customer’s confused, low‑clarity communication.
X3 Not Met Overall experience conf 95%
Customer is left to repeat information and receives no hands‑on assistance, increasing effort rather than reducing it.
Call Transcript10 turns · 11 lines
Speaker 1
Every time I turn that crazy router upside down, I'm afraid I'm going to disconnect it. You know, they're going to want to serial number.
00:00
Speaker 2
Welcome to link's 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 supporetlinksys.com for more information about your product. Thank you. [silence] And thank you for choosing to link's. [silence]
00:00
Speaker 1
Wow. My internet used to be $81. Wow, man. Hmm. Is the yellow, towel fish towel or hand towel? [silence] Yes, I have a service for my internet known as Metronet. But my router goes back to the day when it was a Linksys. And I was originally what I was doing is I was trying to connect my, my sister's iPad to my internet. And it kept saying wrong password. And I'm like, yes, that's my password. So she told me if I contacted you, you could verify the password. So is that true? And what do you need from me? I'm sorry, my clarity is not the best. Would you mind asking me that?
01:00
Speaker 2
Hello, thank you for calling Linus' technical support. This is Ellen. How can I assist you with today? I see. All right. Got it. And you mentioned, and you mentioned, sir, that the network name, I mean your network name, is it still showing on the Wi-Fi list or the default one is showing?
02:00
Speaker 1
You know, I figured, when I open up, you know, my TV's or whatever and look to see what the network is, I have two. One is just what's regular, Wilkins on lowercase. The other is a 5G. [silence] I need to turn this thing upside down. [silence] I keep thinking, I hope it doesn't disconnect. All this. [silence] Okay, here we go again. [silence] Oh, shoot.come on.
03:00
Speaker 2
um the network name that you have is it still showing on the wi-fi list or did you or the default network name is showing? um okay uh one moment um can you provide the model number and the serial number of your linksys router instead? um
03:00
Speaker 1
The wires are so short. okie dokie. So you want the serial number, which is the S slash N number. Okay. S slash N 13 uppercase. H as in Harry, 1060, A as in Apple, 3-0-3-6-1-6. Let us see up at the top. Yeah. Yeah. up at the top. it says model E as in L or E and okay. I'll just say it. E uppercase. E-A-6-
04:00
Speaker 2
yes yes yeah that's let me go up here okay thank you so much for providing me with the information can you see the model number of this one um it's maybe on top of the router
04:00
Speaker 1
900. So if you send an email to me to do troubleshoot Wine.
05:00
Speaker 2
Got it, alright. Okay, so based on the records here, Sir, with this model number that you provided to me, this device was already part of our end of life and end of support device. It means that we don't provide technical support of this device anymore and also no software updates. And the security of this device was already outdated or not so secured. So, what I can highly suggest to you is to purchase a new one, but if you still wish to use this one, what I can do is to send you an email instead on how to trouble shoot it yourself.
05:00