V2 Rubric Detail — dc443222-5f92-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:26
Duration
8m 8s
Contact
Paul Fischer
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132124
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to the app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided all troubleshooting, falsely claimed support is unavailable due to warranty and discontinued cloud services, and pushed escalation/paid support without attempting resolution.

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
Technical0.00/5
Communication0.00/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to provide any technical assistance for a password reset issue, disseminated factually incorrect information about Linksys cloud access and warranty-based support eligibility, and evaded responsibility by escalating without justification. No troubleshooting was performed, and the customer was left without a viable path to regain access.

V1 Case Analysis

Customer unable to reset router password; reset link non-functional. Collected serial J10C8876739 and email fischer111@gmail.com, created case, promised follow-up email. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Collected email address
  • Created a support case
Key Observations
  • Agent claimed remote access is removed for all out-of-warranty devices [02:00], which is factually incorrect per KB.
  • Agent stated troubleshooting cannot proceed unless the device is in warranty [03:00], which is a protocol and accuracy violation.
  • No model number was collected despite uncertainty about product family and support availability [04:00].
  • Long silences [03:00, 05:00] and scripted messaging indicate poor call control and inefficiency.
  • Agent failed to suggest basic, safe troubleshooting steps like accessing http://192.168.1.1 or performing a factory reset.
Positive Highlights
  • Collected customer name, email, and serial number accurately [07:00].
  • Created a support case and committed to sending a follow-up email.
Agent Errors / Gaps
  • Incorrectly claimed that remote access is disabled for all out-of-warranty devices [02:00].
  • Stated that troubleshooting cannot proceed without warranty coverage [03:00], which contradicts support policy.
  • Failed to collect or confirm product model number before proceeding [04:00].
  • Did not offer any on-call troubleshooting steps despite the issue being within scope for basic triage.
  • Provided no validation or explanation of the promised follow-up email content.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the customer could not reset their password or regain access, and no valid path forward was provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped troubleshooting entirely—no questions about firmware, local access, or reset options; jumped straight to warranty status and escalation.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed warranty status determines eligibility for basic support and falsely stated cloud access is gone; violated OOW best-effort standard by refusing help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process: did not ask about model, firmware, local access attempts, or recent changes—only focused on warranty and paid support.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., KB lookup, remote session, firmware check); relied on incorrect assumptions instead of evidence-based support.
T3 Not Met No misinformation conf 97%
Agent falsely claimed 'the cloud is being removed' and that out-of-warranty devices cannot receive help—both are materially inaccurate per KB.
Communication
C1 Not Met Clear & professional language conf 94%
No clear framing or control; agent failed to set expectations, allowed silences, and did not guide the interaction toward resolution.
C2 Not Met Confirmed understanding conf 93%
Used technical jargon ('cloud is being removed') without explanation; did not adapt to customer’s confusion or verify understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent collected customer info and promised to create a case, showing some ownership, but avoided direct resolution without justification.
O2 Partially Met Proactive follow-through conf 89%
Promised email instructions 'within five minutes' and mentioned follow-up, but provided no case number or clear ownership of next steps.
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 95%
Escalation was not warranted—password reset is L1 issue; agent escalated to avoid troubleshooting, not due to complexity or customer request.
E2 Not Met Escalation prep & handoff conf 94%
Failed to provide case number, explain who 'Clato' is, or give a timeline; customer left uninformed about escalation process.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; ignored customer’s frustration about losing access after active use and repeated troubleshooting efforts.
X2 Not Met Tone & rapport conf 95%
Maintained flat, scripted tone despite customer’s stress; did not adjust pace or style to match emotional state.
X3 Not Met Overall experience conf 97%
Customer repeated serial number, email, name, and ISP multiple times; agent created avoidable repetition and friction.
Call Transcript15 turns · 16 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 registerLinkSys.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. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear more about your service options, press two. To hear if you're experiencing issues with your LinkSys product, press three. To read recent articles or ask new questions about your LinkSys product, press four.
00:00
Speaker 1
Hello guys Yes What I'm sorry What'd you say Yes May All right I'm I'm Yeah I'm I'm having I'm trying to reset the password on my Zellup Uh Silence
01:00
Speaker 2
issues with your Linksys product. And it's no longer under warranty. Paid support is available for a minimal non refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/r/Linksys. [silence] Thank you gentlemen. This is this is from Linksys. How can I help you?
01:00
Speaker 1
and it's sending me a link that I, there's nothing I can do with. It doesn't take me anywhere. How do I get that resolved? It's telling me my password is not what I have, what I used yesterday. So, that I don't understand. But how do I, I'm trying to sign in and it says, you know, change password, whatever. And I put in my email address and it sends me a link, but the link doesn't allow me to do anything. How can I get?
02:00
Speaker 2
mhm that's exactly right uh because the link won't work anymore since the link router is no longer no longer associated with the link app that will require you to log in using email and password and since for all our link routers the link is the cloud is already being removed which meaning there's no remote access now.
02:00
Speaker 1
[silence]
03:00
Speaker 2
for that one? For me to walk you through your router must be in warranty. Can I have the serial number of your Linksys device? I see. If that's the case then I can send you an email for Self Help. You can then fill the info there or I could get you to the right person who can help you out with that. Here in the Contact Us Details, I do see that we have a customer named you. So I'm just going to forward this to Clando. So basically I think this is more of a case that will need some assistance from a technician since you are not able to gain login. Yeah. Let me just forward to Clato and I'll just have to provide you the case number as well. Just in case you have any questions or followups anytime. Does that work? Okay.Yes. Okay. I just want to followup with you quickly, Ma'am. So, so I can review that the case was properly addressed. Do you mind me just following up with your help desk later on? Yes, that's right.
03:00
Speaker 1
Okay, okay, guess you wouldn't mind, please send me your email. Okay. Any idea why my password would just go away? I mean, everything got wiped out. I mean, I'm going in, you know, via the app. I used it an awful lot yesterday. I'm having trouble with the connection here with Spectrum. And I've been in and out of the router. I've done channel finder. I mean, I had it tuned up and I lost Spectrum again and when they came back, I'm totally, uh, I cannot get into the router.
04:00
Speaker 2
the article section there given. We also have other option paid connect but that's $15 for one-time troubleshooting. The email that's for free. [silence] What's your active email address, but a manual first. So what's the model number of your router by the way? Because we have some routers which there's no support anymore available. Anymore. Okay. Yeah, I'm still here. [silence] Anything else?
04:00
Speaker 1
Held out. Maybe I can use the foam. All right. Serial number. starts with the 2 trying to get the slight into looks like 2 0
06:00
Speaker 2
Isihamanzaki, urge to have always. Now, go ahead.
06:00
Speaker 1
J10C8876739. Activity ONU is P is in Paul, L is in Lima, then Fisher with a capital C, so it's F-I-C-H-E-R, three 1's at gmail.com. First name is Paul. Last name is Fisher, F-I-S-C-H-E-R. Internet provider is Spectrum. Very great, appreciate it. Thank you very much.
07:00
Speaker 2
And what's your active email? Okay. What's your first name and last name? uh and who's your internet provider? Okay. I'll just create a case here uh Paul, and just wait for a five-minute max. I'll send instruction to your email after, okay? You're welcome.
07:00
Speaker 1
I, have a great point, you as well, yep, thanks.
08:00
Speaker 2
Um, and thank you again for calling you. Take care, Paul bye for now. Take care. Bye bye
08:00