V2 Rubric Detail — cf8bf324-70fb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:10
Duration
16m 57s
Contact
Tim Laterreur
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134887
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_Wants to secure the wifi network
⚠ 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: Agent exhibited avoidance/evasion (B) by refusing to troubleshoot an out-of-warranty device beyond a minimal suggestion, pushing paid support prematurely, and providing materially incorrect information (T3), constituting a critical compliance failure.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to resolve the customer’s router login issue, provided factually incorrect information (wrong password), and prematurely directed the customer to paid support and an AI tool without performing adequate troubleshooting. Despite identifying the OOW status, no best-effort path was offered, and the interaction demonstrated avoidance, triggering an auto-zero.

V1 Case Analysis

Customer unable to access EA7300 router UI (error 2123). Out of warranty. Agent incorrectly stated Smart Wi-Fi was discontinued, provided wrong support URL (support.lingiskess.com), and offered AI tool/paid support without confirming local access steps. No resolution.

Troubleshooting Steps
  • Advised to access router locally via http://192.168.1.1 (correct per KB)
  • Suggested power-cycle of router (generic step)
  • Recommended clearing browser cookies/cache (generic step)
  • Offered AI self-help tool and $15 paid support (premature)
Key Observations
  • **Critical Accuracy Failures:**
  • 1. Agent falsely claimed Linksys Smart Wi-Fi cloud access was discontinued (KB explicitly states EA Series supports cloud access).
  • 2. Provided hallucinated support URL 'support.lingiskess.com' (known ASR error; unsafe and misleading).
  • 3. Did not verify LAN connection or admin password before suggesting browser fixes (KB requires confirmation).
  • 4. Omitted factory reset as a password recovery option (KB standard for forgotten admin passwords).
  • 5. Prematurely pushed paid support without attempting basic troubleshooting.
Positive Highlights
  • Collected model/serial number early in the call.
  • Provided correct local router IP (192.168.1.1) per KB.
  • Maintained professional tone despite customer frustration.
Agent Errors / Gaps
  • Incorrectly stated Linksys Smart Wi-Fi cloud access was discontinued (contradicts KB).
  • Provided hallucinated support URL 'support.lingiskess.com' (ASR artifact; unsafe).
  • Failed to confirm LAN connection or admin password before suggesting browser fixes.
  • Did not mention factory reset as a password recovery option (KB violation).
  • Prematurely offered paid support without exhausting standard troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer could not access router UI; agent offered AI tool and paid support instead of resolving login issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested power cycling router and clearing browser cache/cookies, but did not verify physical connection, default password, or perform factory reset.
R3 Not Met Correct resolution path conf 97%
After identifying OOW status, agent immediately pivoted to paid support and AI tool without attempting best-effort troubleshooting like factory reset or local access verification.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask key diagnostic questions: whether device was wired, if default password was tried, or what exact error 2123 meant.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — no remote session, no guidance to check local IP connectivity, no log review; relied solely on verbal suggestions.
T3 Not Met No misinformation conf 99%
Agent incorrectly stated router password is '619-920-3084' (a phone number), which is factually wrong and misleading.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of call flow, repeated script, failed to set expectations, and allowed conversation to drift into sales pitch.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not adapt to customer’s emotional state or confirm understanding of troubleshooting steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by directing customer to AI tool and paid support rather than resolving the access issue.
O2 Not Met Proactive follow-through conf 95%
No clear next step or timeline provided; only vague advice to try another browser or use AI tool.
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 performed and none was warranted based on issue complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent acknowledged frustration briefly but quickly reverted to scripted response about paid support options.
X2 Partially Met Tone & rapport conf 86%
Tone remained transactional; failed to fully match customer’s non-technical, distressed communication style.
X3 Not Met Overall experience conf 96%
Increased customer effort by requiring navigation to AI tool, website, and consideration of paid support without resolving core issue.
Call Transcript29 turns · 31 lines
Speaker 1
Okay. Then don't check. [silence] Oh, I was just um wondering, I don't know if I my device.
00:00
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device 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. Thank you for calling linksys. This is Kari Lahami Hal Pike. [silence] 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device 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. Thank you for calling linksys. This is Kari Lahami. H-P-9.
00:00
Speaker 1
size is in or out of warranty uh model number is e a 7 300 and one nine T T 10 SOB A two seven zero four two e a 72 yeah Yeah.
01:00
Speaker 2
Okay. All right. So you have got the model number and serial number of your router. Correct. Sorry for that. Okay, what's the serial number? Okay. Okay. Again, that's E a seven three, correct. E a seven three four zero zero, correct? Okay. And the serial number again. I'm one nine three for you tango one 2 0 s for sugar. And then zero B for Brian and and then 8 and then 2 7 0 4 2. Okay. All right. And you just want to. to know.
01:00
Speaker 1
well not really I just I want to know how to it won't let me log in like does that how does that have an email associated with it? Okay. No, like Linky, like You know like, yeah, accessing the router online. Uh, when I go on the th on the website? Yeah. Yeah. It says that the email is not associated with the thing because I just want to change my pass word.
02:00
Speaker 2
router it's still under warranty right what do you mean by you can't login to it like if you're using an app or you're accessing the router is like through 192.168.1.1 yes okay do you want to change any set okay because actually right now sir you're only using accessing using your email or password or what do you call
02:00
Speaker 1
Oh, well, okay. Can what do I but how I do that? Uh a I I just wanna put a password on my guest. Yeah, I wanna put yeah, secure the network.
03:00
Speaker 2
error. Called 1-2 cloud it via cloud sure arm but about option sir is no longer working because the link is Linksys Smart Wi-Fi calm arm or the cloud accessor has it really been discontinued so if you want to access the settings of your router you are going to access it locally like come the device should be connected through the router locally and then you can access the arm local IP address of your router if you want to change or check settings on the router okay Okay, do you want to change or you want to check settings on the router? select your Wi-Fi like you want to secure the network the Wi-Fi
03:00
Speaker 1
okay, so you're in link you Good Wi-Fi on this left here. It is. You can see, my stuff, right? Yeah, usually I go to this website like link the Linksys Smart Wi-Fi and I log in and then I can change stuff. Oh, so what do I do now? Okay, so do I put a website or?
04:00
Speaker 2
So right now you, your computer is connected to the unsecured network. No, sir, we don't, um, we cannot see whatever settings through setup on the router. Yes, sir. Um, that was before, um, that links to, uh, links to smartwifidoctor has already been discontinued. So that's why, um, you access it through a computer and that computer should be connected to your router. Um, you have to log in
04:00
Speaker 1
192.168.1.1. it's an unexpected error 2-123. 2 1 2 3. this one is not working. let me try it on, let me try it on Safari. what is it? one nine... ... One nine... Okay. So, it says router password. So, I use the one on the back. 619-920-3084. It's T-L-A-T-E-R-R. E. Sorry, I'm sorry. My name is Tim, and my last name is L-A-T-E-R-R-E-U-R. Yes. Correct. Yeah.
05:00
Speaker 2
Yes sir, but before we continue for any troubleshooting, sir, allow me to create a record for this call. I'm going to have your phone number. So can you please repeat? repeat? And how about your first name and last name? So again: L A T E R R and then your E U R. That's your last name, right? And how about your email address?
06:00
Speaker 1
It's going to be my first initial and then my last name, L-E-R-R-E-U-R at live.com.
07:00
Speaker 2
Okay. Okay. All right. So, Sir, before we like continue here, as I checked the Serial number of your router, Sir, it shows here that it's already out of warranty and if the device is already out of warranty, Complimentary Phone Support is no longer available. Okay. But we do have options, Sir, for out of warranty Linksys Products. Okay. The first option is you can take advantage of our AI tool that can be found in our website. And that is support.
07:00
Speaker 1
Yeah, well, can you just tell me what two one two three unexpected error is? I tried like three different ones And then I uninstalled Help Genius
08:00
Speaker 2
and our second option here is uh our one-time non-refundable technical support this is our paid connect service and that will cost you for $15 okay this option here is um a 60-minute of troubleshooting and in any case device found as defective there will be no refund or replacement okay so which option would you like to proceed, sir? okay that is more on like sometimes on a browser sir. that's why if you encounter this um browse um error, we're going to use another browser. okay or you can but it ask you um it ask you for a password, right? you mentioned that it has this issue on the browser. if you've um enter the proper one okay so this is [silence] just press on enter button. enter button is on the bottom right [silence]
08:00
Speaker 1
Okay. I know. I know the password, yeah. I don't, how do you even enable cookies? And you just go to settings, and then is it under privacy or?
09:00
Speaker 2
Okay, prompted for a password. Okay, you may try to, um, you may try to power cycle the router. Okay? Power cycle the router and then also and then, um, you clear the browsing history, cookies, cache on your, um, browser. And if possible, you can use, um, a private browsing or, uh, incognito, sir. Um, that is on your, more on the browser settings, sir. It depends on what browser that you are using. [silence]
09:00
Speaker 1
uh fiber fiber like Google fiber Google fiber yeah I don't I don't I mean all I just I all I want to do is log into my Lincoln Wi-Fi which like I bought the router and I'm just trying to and it's saying like my password is incorrect I don't understand why I have to pay for like to fix that
10:00
Speaker 2
it's a web. okay. yes sir because um if the device is already out of warranty, the complimentary phone support is no longer available. uh there are incorrect passwords is it like when you're trying to To access the, connect to the Wi-Fi. Okay. And did you already like turn off the router and clear the browsing history, sir? Because NESDA work around, the work around? Then in even any case after doing that, sir, is still the same, it won't work, then there's a possibility that you need to reset and reconfigure the settings of the router.
10:00
Speaker 1
Yeah, but I can't log into the router, because it won't let me log in. Like, normally I can log into this Linksys website, but you guys said that it's no, it's canceled. Yeah, that's why I'm on. Okay. Uh okay. Yeah, that's what I usually use. So it's discontinued. So, you sold a product that was only good for a certain amount of time? Yeah, I know, I understand, but I'm just saying, I didn't know that it was, there was a term limit. I I I didn't know that I was going to have to buy a new one after five years.
12:00
Speaker 2
using the um linksysmartwifi.com sure that has already been discontinued Mhm, actually sir this recent is rather it has been already in the market for several years already and the Linksysmart Wi-Fi also has been in the market for I I've been using it for several years and with the new
12:00
Speaker 1
ers. But I have to pay. Okay, I'll go ahead and try the AI tool. L. I. N. K. S. Y. F. Y. Y. S. Okay.
13:00
Speaker 2
um there are other work arounds to do it with this once again side from power cycling the router um and then if you want us to walk you through with um the troubleshooting okay but we do have uh we have websites or AI tool that can also give you instructions in and how to resolve this problem or how do you access the page of the uh again that's on support dot link sys um yes it's support dot L I N K S Y S dot com yes.
13:00
Speaker 1
[KEEP_UNCERTAIN] Oh my god, there's so many things. Which one do I pick? Yeah. Okay. Okay, so use that. What do, do you know anything that I should say? I know but, do you like this? So, so do you, you understand my concern, right? I'm not tech savvy, so, you
14:00
Speaker 2
when you go to the, the support.lingiskess.com, sir, on the lower righthand side corner you can see there um a blue circle with a smiley face, yeah, that's our AI tool, sir. That is a self-help tool. um, any question you can just type your question, sir, regarding with your concern with the router. This AI tool is, um, [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 1
You understand my concern, right? I can't log in because I used to be able to log in and now I can't. So what should I ask it? okay. the access page. Okay, I'll try it. how to check the access page. Okay, how to? Okay. Okay.
15:00
Speaker 2
you can just um type in there um hold on let me just check you can type in there how to access the router page and um how to check the error like that um error that you have yes how to access the router um web ui or router page that will give you um instructions sir [silence] alright sir
15:00
Speaker 1
I'll do that then. Okay. I don't know what else to ask because I probably just need to buy a new router, right? But if I buy a new router, will I be able to have access again like online? Okay. Thank you. All right. Have a good day. Thank you very much for your help. [silence]
16:00