V2 Rubric Detail — d39e5c9c-71d0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 02:35
Duration
11m 23s
Contact
Daphne Shirly
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135046
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT1900ACS - forgot router password
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely bypassed standard troubleshooting and recovery procedures, dismissing the customer with incorrect technical claims.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly declared the WRT1900ACS V2 obsolete and unsupported, and dismissed the customer without attempting the standard password recovery process. This constitutes a clear avoidance of support duties, resulting in no resolution and a complete breakdown in customer experience.

V1 Case Analysis

Customer requested to change admin password on WRT1900ACS V2. Agent incorrectly stated password cannot be changed and router is unsupported. No troubleshooting performed; advised replacement without validation.

Troubleshooting Steps
  • Collected serial number and model number
  • Provided incorrect information about password change capability and device support
Key Observations
  • Agent stated at [06:00] that changing the password 'will wipe out or erase everything' — directly contradicts KB guidance (password changes do not reset settings).
  • Agent falsely claimed the WRT1900ACS V2 is 'no longer supported' and 'incompatible' with Spectrum [09:00] — WRT series routers are standalone and do not require ISP support for password changes (per universal_password_login.md).
  • No mention of accessing the router UI (192.168.1.1) or using the recovery key — standard steps for password recovery (per universal_password_login.md).
  • Agent did not verify whether the customer could log in or confirm internet connectivity before making unsupported claims.
  • Call ended with irrelevant statement 'Read each scale for a minute on Monday' [11:00], indicating disengagement.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly stated that changing the admin password would erase all settings (contradicts KB).
  • Falsely claimed the WRT1900ACS V2 is unsupported by Spectrum and obsolete (no KB evidence).
  • Did not follow standard password recovery procedure: no mention of recovery key, Instant-Admin, or factory reset (per universal_password_login.md).
  • Failed to direct customer to access the router UI at 192.168.1.1 (per universal_password_login.md).
  • Did not verify internet connectivity or router login capability before advising replacement.
  • Provided no self-help resources or correct troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to replace router without resolving password issue or offering recovery steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed; agent skipped diagnostics and declared device obsolete.
R3 Not Met Correct resolution path conf 96%
Agent recommended replacement instead of attempting password recovery, which is standard for forgotten passwords.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked vague questions like 'Do you have internet?' but failed to identify actual symptom (login issue).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — did not attempt recovery key method, admin UI access, or firmware check despite need.
T3 Not Met No misinformation conf 97%
Agent falsely claimed WRT1900ACS V2 is unsupported and has no firmware updates — contradicts KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no structure, jumped to conclusion, and failed to maintain call control.
C2 Not Met Confirmed understanding conf 94%
Used technical dismissal without adapting to customer's level or checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided responsibility by telling customer to get new router instead of solving issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given; only suggestion was to contact ISP for replacement.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted due to password lockout but agent failed to escalate or attempt recovery.
E2 Not Met Escalation prep & handoff conf 93%
No escalation executed; customer was dismissed without proper handoff or expert referral.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy shown; agent dismissed customer’s long-term use with 'this will not work'.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s confusion or emotional state; maintained dismissive tone.
X3 Not Met Overall experience conf 96%
Forced customer to replace hardware instead of resolving issue with existing device.
Call Transcript13 turns · 14 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-links.com. Please have your device's 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
This message has been transcribed. One moment while I notify the caller. Hello? Stephanie curly. Stephanie curly. I'm trying to get my links.
05:00
Speaker 2
Thank you for calling lynxes. My name is Nathan. May I know who am I speaking? [silence] Hello, my name is Nathan. Your name please. [silence] Again, your name is? Daphne Shirley. Alright, how can I help you, Madam?
05:00
Speaker 1
browser to work and I can't get it, it keeps saying that the internet's not hooked to it. took up my, yeah, the router. I had to, I was trying to change the password and the username on the router, but it wouldn't let me.
06:00
Speaker 2
you're trying to. Make your Linux work? Tell me what is the objective? What do you want? Do you have internet? Do you forget the password? Do you can you connect to the go ahead, tell me All right. All right. You cannot simply change the router username and password because it will wipe out or erase everything. It is it is protected. What is the objective that you need to change the router password? I may be able to help you while we're in here. So, tell me what you want to do and what your objective is, and I can help you with that. [silence]
06:00
Speaker 1
Well, I was just trying to change the router password. Yeah, hold on. Let's see if I can see it. Oh, Turn on, Flashlight. Well, Turn on, Flashlight. Okay. Well, Turn on, Flashlight. Okay. [silence]
07:00
Speaker 2
Can you give me the serial number of your router?
07:00
Speaker 1
OK. Uh, it is... I should have... OK, it's one, three, E two zero six zero seven six two five eight zero seven. Thank you. Would the model number be one two five three one zero seven three?
08:00
Speaker 2
Do you have the model of the device?
08:00
Speaker 1
W-R-T 1,900 ACS V2 [silence] Okay. [silence]
09:00
Speaker 2
It starts with the letter. Easily. Okay, I got it. This router is already old and is no longer supported by your Internet service company and we don't have updated firmware for this one. Most likely this will not be, this will not work with your Internet company, even if you reset, you factory reset.
09:00
Speaker 1
Okay, so what? Yeah. it's stick them. okay cuz I've been using it. okay. alright, so I'll go ahead and unplug it. [silence]
10:00
Speaker 2
This will not work, but your router is older, is it? I think it's suggesting you change this router. Your internet service provider, is this Spectrum or Equinity? Is it Spectrum or Equinity? Spectrum. No, this will not work. This one is incompatible for this system. Maybe the network is outdated. This is old, and this is obsolete. This will not support me. Oh, you have to replace the router. It will not work. I hope. Okay. You can call them and ask for a router. They will give it to you for free. Read each scale for a minute on Monday.
10:00