V2 Rubric Detail — dc5b360c-5f7e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:03
Duration
6m 8s
Contact
Bobbie McCoy
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00131955
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent falsely claimed device unsupported and directed to competitor site (support.netgear.com), actively avoiding responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to resolve a basic password recovery request by falsely claiming the E5600 was unsupported, providing incorrect technical information, and directing the customer to a Netgear support site. No troubleshooting was performed, and the agent avoided ownership by deflecting to an external resource. All core indicators were unmet, warranting an auto-zero for evasion of support responsibility.

V1 Case Analysis

Customer unable to retrieve Wi-Fi password for TV; agent directed to incorrect support site (support.netgear.com) and provided no valid recovery method.

Troubleshooting Steps
  • Verified customer name and router model (E5600).
  • Informed customer the router is no longer supported.
  • Directed customer to an incorrect support website (support.netgear.com).
Key Observations
  • Agent repeatedly stated 'support.netgear.com' as the correct support site (04:00, 05:00).
  • Agent claimed support.netgear.com is 'our site for Linux products'—a completely false statement (05:00).
  • Agent failed to mention basic password recovery methods: checking router label, logging into admin page, or resetting the router.
  • Agent lost call control and ended with 'that is the side,' which is incoherent and unprofessional (06:00).
Positive Highlights
  • Agent confirmed the customer's name (Bobby Mackey) and router model (E5600) early in the call (02:00).
Agent Errors / Gaps
  • Provided incorrect website (support.netgear.com) instead of support.linksys.com—repeated multiple times.
  • Falsely claimed support.netgear.com is the official Linksys support site.
  • Incorrectly described support.netgear.com as a site for Linux products.
  • Failed to give correct steps to locate or reset the Wi-Fi password (e.g., check label, access http://192.168.1.1, or reset router).
  • Did not collect serial number or confirm warranty status despite discussing lack of support.
  • Did not reference or create a HappyFox case.
  • Gave no valid self-help path after declining direct support.
  • Ended call with incoherent phrase 'that is the side,' failing to close properly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not retrieve or guide customer to recover Wi-Fi password; no resolution path provided.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps attempted — no login guidance, no recovery key mention, no factory reset.
R3 Not Met Correct resolution path conf 99%
Agent incorrectly claimed E5600 is unsupported and directed to Netgear site instead of applying known recovery process.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked — agent assumed no support possible without verifying symptoms or access.
T2 Not Met Appropriate tools / resources used conf 98%
Failed to use correct tools: local login (192.168.1.1), recovery key, or firmware interface for password reset.
T3 Not Met No misinformation conf 99%
Provided materially false information: 'support.netgear.com' and 'Linux products' instead of Linksys resources.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure; agent repeated incorrect URL and failed to manage conversation flow.
C2 Not Met Confirmed understanding conf 97%
Used confusing terminology and did not adapt to customer’s repeated confusion about where to go.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Abandoned case by deflecting to external site; showed no ownership of the issue.
O2 Not Met Proactive follow-through conf 97%
Next step (go to support.netgear.com) was incorrect and unhelpful, leading to dead end.
O3 Not Met Closure confirmation conf 95%
Mentioned prior call but did not reference any history or prior troubleshooting steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation performed and none warranted — issue was within L1 scope and resolvable with proper steps.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Briefly acknowledged frustration with 'Sorry to hear about that,' but became dismissive thereafter.
X2 Not Met Tone & rapport conf 96%
Repeated incorrect directions despite customer confusion; failed to adjust communication style.
X3 Not Met Overall experience conf 98%
Forced customer to navigate wrong website, adding effort with zero benefit.
Call Transcript13 turns · 13 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. Linksys. 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. If you're experiencing 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.
00:00
Speaker 1
Yes, I might've called before. I need to put in my Wi-Fi password for my TV. I haven't seen TV in five days. [silence] Yes, I called before. I need to do my Wi-Fi password over. [silence]
01:00
Speaker 2
Sorry to hear about that. Let me just check on your record. Uh, you said you called for?
01:00
Speaker 1
yes, how did you get my name? [silence] Yes. I need to set it or do something, set it over or do something, so I can get into the TV.
02:00
Speaker 2
All right. Uh, let me verify your name is Bobby Mackey. Uh, since you mentioned that you came before, so there's a record uh, on our system. So, you need to get your Wi-Fi password. Uh, for your, um, uh, E5600 router. All right. So, uh, here's the thing, uh, Bobby, your Linksys router is model E uh, 5600.
02:00
Speaker 1
[ silence ] distambed. [ silence ] [ silence ] Just a minute. I can't hear you. I need you to go, where?
03:00
Speaker 2
it's an older classic type of linksys router and apparently that router is no longer supported so I couldn't no longer provide you any technical support but with regards to your concern about the Wi-Fi password if uh you want to connect any device to your Wi-Fi and you don't know your Wi-Fi password what I can suggest is for you to go to our site. support. Linksys.com and try accessing our using our Linksys AI agent or support book that's the only way you can support.Linksys.com.
03:00
Speaker 1
Where do I need to go? Go where? [silence] linksys.com [silence] Is that the part? Is this the part where I set my password? [silence]
04:00
Speaker 2
support. Netgear. Netgear. Netgear.com. support Netgear. Netgear.com. That is our support site. So from there you can use our AI agent or support for assistance as your router is no longer supported. So, that's the only solution I can [silence]. suggest for you to use. [silence]. Okay? [silence]. Support. Netgear. com. Yes.
04:00
Speaker 1
word over again. Just. Where do I go to put in the password to change it? Where do I go? [silence]
05:00
Speaker 2
No. That is our site for Linux products. As I've said, if you need your Wi-Fi password, you can use our A-I agent for assistance, as we could not provide you any more support since your router is no longer supported. Okay, just go to our support site, and from there, you can ask the agent for assistance, and the AI agent will provide you some answers with regards to your concerns. All right. I already mentioned it a while ago. It's support that links.
05:00
Speaker 1
I forgot! Oh, look, I forgot I forgot!
06:00
Speaker 2
that is the side.
06:00