V2 Rubric Detail — d9a6a132-6f58-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:11
Duration
8m 14s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134542
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password concern
⚠ Auto-Zero applied: Discourtesy (C) — agent used a confrontational and disrespectful statement toward the customer: 'You're the person who doesn't understand the words coming out of my mouth'.

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
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve the customer's login issue, provided factually incorrect technical information about discontinued cloud services, and used a confrontational tone that escalated tension. No valid troubleshooting path was offered, and the agent did not escalate or follow through on commitments, resulting in a completely unresolved case with high customer effort and clear discourtesy.

V1 Case Analysis

Customer unable to log into router due to incorrect email verification requirement. Agent incorrectly stated cloud server is discontinued and did not provide local login instructions (192.168.1.1/myrouter.local) or recovery key guidance. Issue unresolved.

Troubleshooting Steps
  • Asked if customer was using the Linksys app.
  • Requested serial and model number.
  • Suggested using the router password without explaining local access method.
  • Incorrectly stated that the cloud server is discontinued and email login is impossible.
Key Observations
  • Agent falsely claimed Linksys cloud server is discontinued (KB contradicts this).
  • Agent failed to provide correct local admin login URLs (192.168.1.1 or myrouter.local).
  • Agent did not mention the five-digit recovery key for password reset, a standard Velop recovery method.
  • Agent did not troubleshoot Wi-Fi broadcast or suggest wired connection for local access.
  • No case creation, warranty check, or escalation path established.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Stated at [02:00] and [05:00] that the cloud server is discontinued - this is factually incorrect per KB (cloud services remain active).
  • Failed to provide correct local admin access URLs (192.168.1.1 or myrouter.local), which are the proper methods for accessing the router when cloud access is unavailable.
  • Did not guide the customer to use the five-digit recovery key printed on the router for password reset, a documented recovery method for Velop systems.
  • Incorrectly implied that router password login requires email verification, which is not true for local access.
  • Did not troubleshoot whether the router's Wi-Fi SSID was broadcasting or suggest a wired connection for local access.
  • Repeated the same inaccurate instructions without adapting to customer feedback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never regains access to router; agent fails to provide a working resolution path such as recovery key or local login workaround.
R2 Not Met Diagnostic thoroughness conf 90%
Agent offers no meaningful troubleshooting steps (e.g., local access via IP, recovery key, direct UI URL) and repeats incorrect assertions instead.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly claims cloud login is permanently disabled, misrepresenting product capabilities; fails to guide customer through valid recovery options like recovery key or local admin access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (email verification loop) and asks if customer is using app or router password, but does not explore root cause (e.g., Wi-Fi state, recovery key, local access).
T2 Not Met Appropriate tools / resources used conf 85%
Agent relies on false internal knowledge (discontinued cloud server) instead of using available tools like KB articles on recovery key or local login; missed opportunity to apply documented procedures.
T3 Not Met No misinformation conf 95%
Agent states cloud login is no longer possible due to discontinued servers — factually incorrect per Linksys documentation; misleads customer about fundamental functionality.
Communication
C1 Not Met Clear & professional language conf 90%
Agent fails to establish call control, repeats statements, and abruptly shifts to requesting personal info without framing next steps or managing transitions.
C2 Not Met Confirmed understanding conf 90%
Agent uses technical assertion without adapting to customer’s confusion; confrontational tone escalates tension rather than clarifying.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership — fails to resolve issue, initiate escalation, or follow through on creating a ticket despite offering to do so.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up commitments provided; call ends without resolution plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent fails to escalate despite clear inability to resolve a complex login/verification issue that requires higher-level support or accurate KB guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent says: 'You're the person who doesn't understand the words coming out of my mouth' — direct discourtesy violating professionalism standards.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt to customer’s growing frustration; maintains rigid, defensive posture instead of adjusting tone or pace.
X3 Not Met Overall experience conf 95%
Customer repeats information and is forced into a dead-end loop; agent provides no simplification or alternative access method, increasing effort.
Call Transcript16 turns · 17 lines
Speaker 1
Hello. How are you this evening? [silence] I have a small problem. [silence] [silence] [silence] [silence] Oh. And
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 via 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 depending on your issue. Please have your devices 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. To this, my name is Gerald. How are you doing? [silence]
00:00
Speaker 1
I am trying to get into my Linksys router, and I realized that when we set this up the first time, they entered an incorrect email address. And so now it's trying to go to an email that does not belong to me. And so when I put in the email address and the password, it tells me I have to verify an email address that I don't own. So, how do I fix that? Yes. It it tells you, you have to verify it via the email address. I did this once, and I've never touched it again, and now all of a sudden it it wants me to log into it, and I can't because I don't have the proper information.
01:00
Speaker 2
OK, are you trying to log into the Linksys app? Have you tried logging in using the router's password instead of the email?
01:00
Speaker 1
from my to get in? [silence] Okay, hang on one second. Alexa turn off. Okay. Hey, Blake, can you turn that big light on? Turn the big light on? Yeah, that one. Yes. Thank you. Okay, the serial number is 20J2M38004392.
02:00
Speaker 2
I see. There is another way to get in but even if you have the correct email and password, it will not work because the cloud server has been discontinued. You can no longer log in using your email. You can log in using your router password, but not the email. Can you give me the serial number and model number?
02:00
Speaker 1
MAC address, oh model number W H W O 3 V 2. Oh so it has a password in here. I guess I could use my recovery key. So it doesn't allow you to use your email address at all. Okay. So basically it tells me that it won't let me in the app without loading it into an email address unless I'm on the Wi-Fi like I'm not on the Wi-Fi. That's the whole problem is I'm not on my Wi-Fi.
03:00
Speaker 2
Okay. And the model number? Hmm. That's a Wipeout password. Yes. But you can log in using your admin password to get into the app.
03:00
Speaker 1
and I'm trying to get it to turn back on so I can get on it. So without a password to get into the app, I can't get a password to get on the Wi-Fi. Yeah, I'm on my iPhone, which I'm trying to connect to my Wi-Fi because my iPhone, it reset the network and so it lost the password. So I'm just trying to put the password back in. But the problem is, it's basically telling me it won't accept the password until I verify my email. And it won't let me log into the router until I verify my email. And it's saying the email has been sent to that email address to verify to let me in. It's not saying the password is wrong, it's just saying I have to click on the link in the email to get back in. I don't have that email. Like I've never had it.
04:00
Speaker 2
Just a quick question. Are you doing it remotely, or are you with the device right now?
04:00
Speaker 1
the first time i set it up. Okay. So how do I get back in? Okay. So do you understand that when I put in the router password. It tells me it's going to send an email. Do you understand that? Do you understand that? I put the router password in. And it said, verify the email address. So you can do what? [silence]
05:00
Speaker 2
Yeah, you'll not even if you have it it will not work. Alright. Like I said, you you need to use your router password. There are two option to log in, email and then router password. Let me let me I am 100% sure because I'm trained with this. I'm expert with this. So I'm pretty sure I'm correct. What is your first name and last name so that I can create a ticket for you? [silence] Yeah, you'll not even if you have it, it will not work. Alright. Like I said, you you need to use your router password. There are two option to log in, email and then router password. Let me: let: me: I am 100% sure because I'm trained with this. I'm expert with this. So I'm pretty sure I'm correct. What is your first name and last name so that I can create a ticket for you? [silence]
05:00
Speaker 1
I'm on your understand what you're saying, it says to log into your router password first connect to your Wi-Fi, go to your phone settings, type on Wi-Fi, select your Wi-Fi on the list, once connected, return here, so how do you put in the router password when you I'm not on the Wi-Fi? don't have to yell at me, You're the person who doesn't understand the words coming out of my mouth, I do not have the password for
06:00
Speaker 2
first name and last name, so I can create a ticket for you. It's basically telling you to connect to the wifi first, which is, if you, if you're with the router right now, it should broadcast the wifi signal if it's turned on and it's working. If it's not working, it's not configured, you'll have to configure, but it's, it will still broadcast its wifi name. Uh, that's incorrect no let me explain to you how the Wi-Fi works and how you can connect to it okay so go to your phone settings go to Wi-Fi settings select the Wi-Fi enter the Wi-Fi, I mean enter the Wi-Fi password the Wi-Fi password is located at the bottom of the Linksys router that's there no
06:00
Speaker 1
It does not work. When you put that in there, it pops up a message saying, go to this email address.
08:00
Speaker 2
this, wait. It's not complicated things, okay? You have me and in the line and X what?
08:00