V2 Rubric Detail — d2cedc30-6b66-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:41
Duration
12m 33s
Contact
Sherry Beezhboard
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133988
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving a standard configuration issue by immediately suggesting a paid assessment without attempting documented troubleshooting steps.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve a common app login issue by providing incorrect technical information, skipping standard troubleshooting, and evading ownership through a paid assessment offer. Despite the customer's clear distress, no empathy or effective guidance was provided, resulting in an ownership gap with auto-zero for avoidance.

V1 Case Analysis

Customer unable to add EA8300 router to Linksys app; password not accepted. Agent incorrectly advised default 'admin' password (KB states it should match WiFi password on label), offered $15 paid assessment, and did not provide reset instructions. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, and provider
  • Suggested reinstalling the Linksys app
  • Advised trying the default admin password 'admin' (incorrect for EA8300)
  • Offered $15 paid assessment assuming out-of-warranty status
Key Observations
  • Agent misheard 'serial number' as 'surreal number' at [05:00], indicating confusion or ASR artifact.
  • Agent provided materially incorrect technical advice about the default admin password for EA8300 (should match WiFi password on label, not 'admin') per KB `universal_password_login.md`.
  • No guidance provided for local web UI access (`192.168.1.1` or `myrouter.local`) or recovery key reset, both standard procedures per KB.
  • Agent assumed out-of-warranty status and offered paid support without verification or self-help alternatives.
  • Call ended without clear recap or actionable next step; customer disengaged.
Positive Highlights
  • Collected customer name, email, and device model/serial number, fulfilling basic case intake.
  • Suggested reinstalling the Linksys app, a valid troubleshooting step for app connectivity issues.
  • Attempted to clarify whether the customer was using email or router password to log in.
Agent Errors / Gaps
  • Misheard 'serial number' as 'surreal number', failing to collect device identifier properly.
  • Provided factually incorrect technical advice by stating the default admin password is 'admin' for EA8300 — contradicts KB which states it matches the WiFi password on the label.
  • Did not guide the customer to access the router via local web browser (`192.168.1.1` or `myrouter.local`), the recommended method per `universal_app_transition_notice.md`.
  • Failed to mention or guide the use of the recovery key for password reset, a standard procedure in `universal_password_login.md`.
  • Assumed out-of-warranty status and offered a $15 assessment fee without verifying warranty eligibility or providing self-help paths.
  • Did not provide concrete next steps or follow-up plan, leaving the customer without resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told the customer they must reset the router and pay a $15 assessment — the issue was never resolved, and no valid outcome was achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested reinstalling the app and using 'admin' as password, but skipped key steps like checking local web access or using the recovery key.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly declared the device out-of-warranty and offered a paid assessment instead of performing best-effort troubleshooting for a known configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (app can't locate router, password error) and asked basic questions, but failed to diagnose root cause (incorrect default password assumption).
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not guide customer to local web interface, check firmware, or use recovery key, all of which were necessary and available.
T3 Not Met No misinformation conf 98%
Agent stated 'The default is admin' — factually incorrect for EA8300, where default admin password matches the Wi-Fi password on the label per KB.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure, had multiple silences, abrupt shifts, and no clear expectations — agent lost control and failed to guide the interaction.
C2 Not Met Confirmed understanding conf 96%
Agent used technical terms without adaptation, did not confirm understanding, and ignored customer's emotional state ('I'm a kid, okay?').
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned ownership by immediately suggesting a paid assessment instead of resolving the issue through standard non-destructive methods.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline provided — only suggestion was a paid reset with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed 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 97%
Agent showed no empathy, failed to acknowledge frustration, and remained transactional throughout.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer's confusion or emotional state; communication remained rigid and disengaging.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by skipping the recovery-key method and introducing a paid assessment barrier.
Call Transcript17 turns · 19 lines
Speaker 2
Right. 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, 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 I I I I I I Hey, I was trying to, uh, link my router on the app and it's saying something went wrong, like whenever I'm trying to find it, it, it won't locate it. Just that, trying to get it to work on the app so I can like, change the password for it and everything.
03:00
Speaker 2
Thank you for calling in assistance, my name is Gerald, look now. But do you have a problem with your internet or just just that?
04:00
Speaker 1
It says you haven't added a router or mesh Wi-Fi system to your account. And then I go to set up a new one, and I tell it to find my router, but it says looks like you already have a Linksys router. And then I hit Set Up a new one and it just says the same thing. The serial number is 21P11M2AA02361. And the model number is EA8300V1.1.
05:00
Speaker 2
What is a surreal number and what are the multiple numbers? [silence]
05:00
Speaker 1
Sherie, Sherie is my first name and then Beach board is my last name. B as in boy, E E C H B O A R D. B as in boy O A R D. Call Beach boardsheries@gmail. And Sherie is S H E R R I.
06:00
Speaker 2
What is your first name and last name so I can create? I create a record for you? Sorry, B E E. Got it. What is your email address? and who is your internet provider? [silence] sorry, uh forgot is it a gmail.com? have you tried deleting the app and reinstalling it?
06:00
Speaker 1
no, I just created an account on linksys and then it was just saying it was asking what I'm setting up and whenever I hit um add an existing it says oops something went wrong we can't detect your router want to talk call us and so that's what I did. yes can I what okay so let me log out okay hang on a second. okay I logged out [silence]
08:00
Speaker 2
Are you trying to log in using your email account or using the router password? is your phone connected to wi-fi? Okay. Can you log out to your links this app? Well, log out from the app. Well, I'm checking the documentation here.
08:00
Speaker 1
It says email or router password. Heh, so I do the password instead? Okay, let me see if that works. It says, "Sorry, that's the incorrect password." So, is there like, a way that I can look and see if they're, because their old router, it wasn't, NETGEAR, but the one before that could have been Linksys, but how can I link, how can I link like delete that one from this app? Do you have any idea? Like that old, cause, yeah, well, I just typed in the password and it's saying that, that's the incorrect password. So, I don't know if it's, it's still like wanting to [silence]
09:00
Speaker 2
what? do you see on the app right now do we want a router password instead k delete the the password
09:00
Speaker 1
Pull up the old router Does that make sense? No, this is the new router, but it's still trying. Like if the router password is what it whenever I hit show hint, it's their old one. Isn't like it's the old router. Well, I haven't created. Yeah, that's I did add man, password and it's still saying, sorry, that's the incorrect password.
10:00
Speaker 2
No, it should not, since that is that is your that is that the old router or that's a new router? [silence] I see. Did you try the the? No, it's not possible to link to that new router. But you probably made the same password or created a same password for that router. That is possible. Did you try the admin password? If you have been created a password for that, the admin password should work. A-D-M-I-N, that's lowercase, and that should work.
10:00
Speaker 1
[silence]
11:00
Speaker 2
Then you probably created a Wi-Fi. I mean, a router password for that. The default is admin. Unfortunately, if we cannot, I mean, if you forgot the router password, the admin password of that, there's no way you can log into the app without resetting the router. You'll have to set up the router again after the reset. That's the only way you can log into it. So this is initial setup. Is this a new router? Like, uh you just got it today? Do you have the copy of their receipt so I can help with this? Does it have a receipt or no? [silence]
11:00
Speaker 1
I'm a kid, okay? no, i'll figure it out.
12:00
Speaker 2
I think. That makes sense. The router is probably not reset. OK. So since this is unfortunately, it shows that it's out of warranty. And for our devices out of warranty, we charge $15 to assess. Are you OK with that? It's nonrefundable.
12:00