V2 Rubric Detail — ccb6248e-690e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:06
Duration
21m 14s
Contact
Dean Lackas
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133518
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet/Wireless configuration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by declaring the product unsupported and pushing replacement instead of following documented recovery procedures (Recovery Key reset).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the password issue, skipped required non-destructive recovery steps, and provided factually incorrect information about product support. By avoiding troubleshooting and pushing a router replacement, the agent demonstrated evasion of technical responsibility. No meaningful progress was made, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Customer unable to log into EA7500 after reset; agent provided inaccurate firmware support claims, omitted recovery-key password reset steps, and closed with sales pitch. Issue unresolved.

Troubleshooting Steps
  • Requested router serial number (initially asked for laptop serial by mistake)
  • Suggested using default password printed on router label
  • Incorrectly stated EA7500 is unsupported and cannot receive firmware updates
  • Offered generic troubleshooting guide via email
  • Recommended purchasing MX6200 router
Key Observations
  • Agent requested laptop serial number instead of router serial during initial triage
  • Provided factually incorrect statement that EA7500 firmware updates are unavailable (KB confirms EA series supports updates)
  • Failed to guide customer through recovery-key password reset - standard procedure for EA series per KB
  • Misrepresented password reset email link as 'discontinued' instead of explaining local recovery options
  • Abandoned troubleshooting to push MX6200 sales without resolving core issue
  • Customer explicitly asked about reusing password reset link but received misleading information
Positive Highlights
  • Eventually confirmed correct model number (EA7500) from provided serial
  • Attempted to collect customer name for case creation
  • Acknowledged customer had successfully connected to WiFi after initial router reset
Agent Errors / Gaps
  • Requested laptop serial number instead of router serial during initial triage
  • Provided materially incorrect information that EA7500 is no longer supported and cannot receive firmware updates
  • Failed to instruct customer to use the five-digit recovery key on router label for password reset
  • Misrepresented password reset email link as discontinued rather than explaining local recovery options
  • Shifted focus to sales recommendation without confirming resolution of login issue
  • Did not verify whether suggested default password on label worked before proceeding

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states password is still invalid; agent never confirms login success or resolves access issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped Recovery Key reset and factory reset troubleshooting, offering only a guide and router replacement instead.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared EA7500 unsupported and advised replacement instead of pursuing valid recovery paths like Recovery Key reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified flashing LED and password rejection but failed to ask diagnostic questions about default password or recovery key.
T2 Not Met Appropriate tools / resources used conf 95%
No use of local admin interface, Recovery Key reset page, or firmware check — tools necessary for accurate diagnosis were skipped.
T3 Not Met No misinformation conf 97%
Agent falsely claimed EA7500 firmware can't be updated and product is no longer supported, contradicting KB documentation.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacks structure: agent jumps from password issue to router age to replacement without clear transitions or control.
C2 Not Met Confirmed understanding conf 93%
Agent used fragmented, confusing language (e.g., 'Can you try it? Can') and never confirmed customer understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated ownership by suggesting customer buy a new router instead of resolving the configuration issue.
O2 Not Met Proactive follow-through conf 92%
Only vague promise to 'send a guide' with no timeline or follow-up commitment documented.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation despite unresolved issue and agent's admission of limited support options.
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 94%
Agent showed no empathy, dismissed issue with 'we no longer support it,' and remained transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace for confused customer; communication remained disjointed and unresponsive.
X3 Not Met Overall experience conf 91%
Customer had to repeat information; agent added unnecessary steps (email guide) instead of solving core login issue.
Call Transcript25 turns · 28 lines
Speaker 2
Welcome to Inksys 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 support may be available. 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
Hello. I'm having issues with My wireless internet. I just got off to um having issues connecting to my wireless internet with phone or anything actually. I'm
05:00
Speaker 2
Thank you for calling Incis. My name is Gerald Canale. Yes, hello. what is a problem?
05:00
Speaker 1
it started out i was not getting internet so i called my provider and they reset the motor well then i'm in the rope we set the router wasn't connecting it was flashing real fast and then we pushed the reset button on the back of router reset it and now it's connected but i can't my password is not working i went in and clicked the change the password and even that password don't work Oh model number is AC 1900.
06:00
Speaker 2
Understood. We're going to figure out what to do with that. Can you give me the serial number and model number of your laptop, sir?
06:00
Speaker 1
And serial number and you see once here. One four eight, L two zero S zero four seven zero two six four three. It wasn't like my password, kept saying password invalid or whatever. So I reset the password and now it's still saying the password is invalid. Or is there a limit on how often you can put a password in? Dean D-E-A-N Lackus L-A-C-K-A-S. [silence]
07:00
Speaker 2
sigh. Right. For a better word password there is, but for wifi? I don't think so. What's your first name and last name so I can create a record for you? [silence] For genocide. I'd be like, genocide.
07:00
Speaker 1
[KEEP_UNCERTAIN] yeah No, I have not. I clicked on, uh, sure. All right. Now, uh, read that. We're on. We're on. We're on the same. Uh, this is gonna be interesting. Uh, not all not all TB guys.
09:00
Speaker 2
[KEEP_UNCERTAIN] you said you reset the router right the Wi-Fi name is probably back to the decay and it's probably likes at zero two six four there's still Wi-Fi name showing there in your network list probably did you try using the password at the bottom of the unit there's a password there have you tried using that? Can you try it? Can
09:00
Speaker 1
what moving in i unplugged because my cord isn't very long come on let's see uh I'm in order to turn the route around to get to see the past for that I end up unplugging the router. So I got unplugged and turned here I'm writing the password down. [Silence] Roger was flashing fast, but wouldn't stop flashing. Yeah. Let's wait. I just got a go ahead. [silence] [silence]
10:00
Speaker 2
Yeah, because it got disconnected from the Internet. So, what I can do here, I checked the model number EA7500. Huh? What was that? Uh, I'm sorry. So, what I'm saying is that I checked your model number, the model number of your router, I mean, that's EA7500. Unfortunately, this is part of the produce. The X is no longer manufactured and the firmware of this one cannot be updated. I mean, we no longer have updates with this. In the future, you'll have problem with this, probably not now. Uh, you're working fine for now. But the the real um issue is that there's no support for this anymore. And the
12:00
Speaker 1
Okay, when was the, how old is this aburon?
13:00
Speaker 2
until 2025 so we can no longer support it. I remember it correctly, this was, let me make sure actually. Well, yeah, 2016. This was way back 2016, so. If you want, I can send you some troubleshooting guide that way you can still try to troubleshoot your router or set up guide something like that. But, uh, unfortunately, we cannot support this one anymore. At least I can do is send you a guide for troubleshooting.
13:00
Speaker 1
Okay, using that I was able to get connected. Now how do I change my password? Can I do that in the Yeah so I had someplace, I don't know where it clicked something to change my password and I did it online and I got a link on inside of my
14:00
Speaker 2
uh huh right uh I'll send it to your email I have your email here I'll I'll send it to that you have a question uh huh what is it [silence]
14:00
Speaker 1
What happened to that? okay so in other words you think this router from 2016 okay. so in other words you would kind of recommend getting a new router in other words okay. okay um.
15:00
Speaker 2
Right. I mean, if you follow the guide I'm going to send to you, you should be able to set up the router. Can I customize the Wi-Fi name and password? You can customize the Wi-Fi name and password. You have other questions? Correct. That's right. It will be best to update your router to catch up with the latest technology today. So, if you want, I can suggest a model number. Can you give me an idea how big is your home, how many devices do you use everyday, and how many devices
15:00
Speaker 1
I got a printer. The, normally there's two phones, the TV and cable. Oh, it's two story. You sent me an email.
16:00
Speaker 2
Well, give me a range. How big is your home in terms of square footage? Is it? So 5,000 or 1200 1500. Just estimate. True story. Okay. Checking. [silence]
16:00
Speaker 1
It's what? MX 6200. Available where? Amazon. I, I normally don't [silence] I normally what? it at Walmart.
17:00
Speaker 2
All right. Model number I'm going to recommend is the MX6200. That's the model number. The Wi-Fi Pro 6E Amazon, Mary X as in X-ray 6200, space Linksys our brand. That's available in Amazon. That's correct. Available in Amazon and 3000 square feet Wi-Fi coverage. Amazon. You can go to your Amazon app, yeah. You can also try going to Walmart maybe it's available there. I'm not too sure, though. Or you can get the MX-2000. If you're going to go to Walmart, I think they have it there. Yeah, correct. Checking the specs. I'm going to send it once we end the call, because I would have to edit it. I will start the editing. Ah.
17:00
Speaker 1
Using that link. It wasn't recognizing my password. I don't know where I went. I clicked on something to reset the password and it sent me an email and there's a link and I used it once changed it, but it's not recognizing that password. Can I click on that link to reset it again or was that a one-time use link. [silence]
19:00
Speaker 2
I'm sorry, what? If you're talking about the email account, it will not work anymore because it has been discontinued. So you can only use your admin password to log in. There are two options to log into the app: email and then password of that email and then the second one is the router password, local access. So you use the local access.
19:00
Speaker 1
so i've gotten a link at 5 something for resetting the password in other words resetting the, the router resets to the factory password and username so i gotta go through and basically do it. i gotta basically go through and reset it up and set up a new password. set up a username and password. Okay. As if like I just bought it. In other words. Okay. All right. Uh, no, I guess not. So you're gonna send me that link and then you recommend me getting a different router? Okay. Okay.
20:00
Speaker 2
All right. Hope you have a good evening. Take care. Bye for now. Bye-bye.
21:00