V2 Rubric Detail — e426b142-6f0d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 14:14
Duration
13m 35s
Contact
Barbara McRae
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134447
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing free support by citing expired warranty and immediately offering a paid service, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot, provided incorrect technical information, and evaded responsibility by citing expired warranty to push a paid service. Despite promising email instructions, no resolution was achieved during the call, and core support expectations for out-of-warranty devices were not met. The interaction lacked control, adaptation, and ownership.

V1 Case Analysis

Customer (Barbara McRae) with WRT3200ACM (SN 11601807089) out of warranty requested Wi‑Fi password retrieval after factory reset. Agent confirmed warranty expired, offered paid support, and will email self‑help instructions.

Troubleshooting Steps
  • Collected serial number and model
  • Checked warranty status (expired)
  • Provided default admin password information
  • Offered paid‑support option
  • Promised email with self‑help steps
Key Observations
  • Agent incorrectly stated that Linksys Smart Wi-Fi has been discontinued, which is false for WRT3200ACM and most current models.
  • Agent did not verify the customer's ability to access the router UI before offering self-help.
  • Long silences and filler reduced efficiency and communication clarity.
  • Agent correctly identified out-of-warranty status and set appropriate expectations for paid support.
Positive Highlights
  • Collected essential device information (model, serial, customer name, email).
  • Clearly communicated warranty expiration and the need for paid support if the customer desired further assistance.
  • Provided a concrete next step (email with instructions) rather than leaving the customer without guidance.
Agent Errors / Gaps
  • Stated that Linksys Smart Wi-Fi service has been discontinued, which is inaccurate per KB — the service is still active for most models including WRT3200ACM (see universal_web_browser_setup.md and universal_factory_reset.md).
  • Did not confirm the customer’s ability to access the router’s web interface before offering self‑help.
  • Failed to guide the customer through immediate access using http://192.168.1.1 or http://myrouter.local, which is standard procedure (see universal_web_browser_setup.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue during the call; only promised email instructions without confirming resolution path or validating steps.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps performed — did not verify router status, login ability, or guide through reset/reconfiguration.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly cited expired warranty as reason to withhold free support, failing to provide best-effort troubleshooting expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked no meaningful diagnostic questions to identify current router state, connection issues, or user actions taken.
T2 Not Met Appropriate tools / resources used conf 85%
No use of internal tools to check firmware, remote access, or diagnose configuration; relied solely on customer description.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default admin password is 'admin' for WRT3200ACM, which actually uses the Wi-Fi password on the label.
Communication
C1 Not Met Clear & professional language conf 85%
Long silences, lack of structure, and failure to guide conversation toward a clear resolution path.
C2 Not Met Confirmed understanding conf 80%
Used technical terms like 'web user interface' without checking understanding; failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Avoided ownership by offering paid service and deferring resolution to email instead of actively solving the problem.
O2 Partially Met Proactive follow-through conf 85%
Promised email with instructions within 5–10 minutes, but no follow-up commitment or confirmation process established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation 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 Partially Met Customer effort minimised conf 85%
Agent apologized multiple times, showing basic courtesy, but tone remained detached and transactional.
X2 Not Met Tone & rapport conf 80%
Did not adjust pace or simplify language despite customer’s repeated hesitations and confusion.
X3 Partially Met Overall experience conf 80%
Offering email instructions reduces some effort, but agent did not streamline the process or perform actions on behalf of customer.
Call Transcript25 turns · 26 lines
Speaker 2
Welcome to Linksys Support.
00:00
Speaker 1
Um, I have a router that the storm... knocked it out and reset it to the factory setting. And I'm trying to get it linked up to my... my, my, um, my, um, I'm transcribe while the other speaker is speaking.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Internet account. My Internet account. So. I'm. I mean I've. I've got the router connected to the Linksys account. But I need it connected to my. other. My other account. My Internet account. So my TV works. Okay. Is it? Let's see. That's what I'm trying to find right now. Would that be on the machine itself or on the packaging? Underneath. Okay. Hang on one second.
02:00
Speaker 2
got this one, got that one. Ma'am and I do apologize for the inconvenience as well. However, before we proceed, may I have the serial number of this [silence] Yes, ma'am. It can be found on the device itself and it is located underneath the unit.
02:00
Speaker 1
Oh, it's like a big barcode. Okay. No. Okay. Yes. Okay. Are you [silence]
03:00
Speaker 2
I. Oh, yes ma'am. The one that says S slash N. And the device. So[silence]
03:00
Speaker 1
Okay, I have, it's 1 9 8 1 1 5 6. I'm sorry. 1 9 8 1 1 6 0 1 8 0 7 0 8 9. Correct. Yes. W.
04:00
Speaker 2
Yes, ma'am. All right. Thank you so much for that one, ma'am. So let me again verify the serial number, okay? So it's 19 sorry, 11601807089. Is that correct? Okay. And the model number of this router is WRT3200ACM. Is that correct as well?
04:00
Speaker 1
Sure T- 3200 is in apple. C is in Candy. M is in Mary. Um, sure. First name is Barbara. Last name is McRae. It's MC. Not, not Terak E. Wait, yes, it's capital M-C capital R-A-E is in apple. E is in aberridge. The email address is Panther kid57@gmail.com.
05:00
Speaker 2
All right. [silence] [silence] [silence] [silence] [silence] [silence] Thank you so much for confirming. [silence] And in order for me to open a transcript here, may I have your first and last name? [silence] [silence] [silence] [silence] [silence] [silence] I'm sorry. [silence] MCR. [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right. [silence] Thank you so much for that one. [silence] And what about your email address? [silence] [silence] [silence] [silence] All right. [silence] So again, your email address is banner@kid[silence]
05:00
Speaker 1
Correct. It's it's three it's three 60 broadband. Well I'm I'm not sure I'm not sure what you're talking about. I Oh, I just wanted to so basically
06:00
Speaker 2
Correct? so much for confirming ma'am and last thing. Who's your internet service provider again mrs is it Spectrum? eight? NT mm-hmm. Okay. so much for that one. Okay. so going back to the issue. uh this router is currently on the setup mode and you want to reconfigure the device, correct? no no worries ma'am. mm-hmm so so just the. sorry, yeah you may proceed ma'am.
06:00
Speaker 1
The router is running off of the router. Password. And so I need it set up to where I can retrieve my login for the, so, so for the rest of my, the rest of my equipment will run wireless. No, it's, no. The, what do you mean third party? Mmm, no. [silence]
07:00
Speaker 2
[silence] I see. before. Okay. That's great to know. That means that we plan. So yeah, for this one, we can just like access the web user interface of your router and then retrieve the Wi-Fi password. However, ma'am, I'm going to set your expectations about the hardware warranty status of the router first. Okay. So according here to our tools, the hardware warranty status of the device has already expired and I really do apologize, but we cannot longer provide assistance over the phone or chat for out of warranty devices. Nevertheless, all our troubleshooting articles and guides are still available on our support website. However, ma'am, if you really wanted to be assisted over the phone, we do have this one-time nonrefundable support that will last up to 60 minutes or 1 hour, but it will cost you $15. 15 dollars. Uh ma'am, uh ma'am, like one, five?
07:00
Speaker 1
[silence] let's see. Okay. no, no. I would never do that. [silence]
09:00
Speaker 2
[silence] and - [silence] I yeah you can sorry ma'am. I don't worry if you don't want to avail the paid service. I will be sending you an step by step instructions via email on how to access the web user interface of the router so that you will be able to retrieve the Wi-Fi password. [silence] Yes ma'am so yeah since you [silence] Wait, did you press the reset button prior calling us or [silence] uh so basically the router
09:00
Speaker 1
yes. Okay, that that would that would be good, I was just trying to figure out how to, I mean, I have an account, so I can't even, it's not even seeing the, it wants me to add a new router. Yeah. Oh, oh, okay. So I can, so you guys, so I'm just, so you no longer have like a login account where I can [silence]
10:00
Speaker 2
just reset it by himself. All right. Yeah, for this one, we might need to reset again, or like properly reset and reconfigure the router. And again, rest assured that I will be sending straightforward instructions on your email. Yeah. If you are referring to the link Linksys Smart Wi-Fi account, I really do apologize ma'am, but the link Linksys Smart Wi-Fi access has already been discontinued. So yeah, I really do apologize again. Moving forward, we can no longer like manage the router remotely. However, rest assured that you can still. Again, rest assured.
10:00
Speaker 1
You know, there's no longer an in. okay. okay. okay. So, now, when you say the router password, that's the password that came with the router, correct? The original password. That, that, that password never worked. Um, I had to use the password that came with the, when you originally set it up.
11:00
Speaker 2
yeah yeah manage the router remotely yeah however aha don't worry moving forward you can still manage the router using your router password however again your computer or phone should be connected to its network uh oh no ma'am the one the the one that is labeled underneath the router that's for the default Wi-Fi password so however the router or the default router password is admin like A-D-M-I-N all in lower case so that's the default router password mmm uh-huh uh so when when you say when you are using the the
11:00
Speaker 1
Well, originally I'm trying to connect my devices to the network, but, but I, I had this, I originally had set it up with the Linksys Smart Wi-Fi account. So if that's no longer available, then I'll delete that account and then, you know. But, yeah, when I originally brought, bought the product, it came with a wireless network name and the wireless password. And that's the password that we used to get it actually connected to the TV.
12:00
Speaker 2
Sorry, the default password is labeled underneath the device. Were you trying to connect your devices to the network or you were trying to login into the web user interface? Uh-huh. Yeah, if. Mhm. Yeah. Mhm. Ah ha. Mhm.
12:00
Speaker 1
Okay. All right. All right. Thank you so much. I appreciate your help. Okay, you too. Bye bye.
13:00
Speaker 2
Yeah, so... I don't know what to say. Yeah, that means that the router is already on like on the default uh settings right now. However, again, reassured that we can just reconfigure this device, ma'am. So again, uh you will be receiving the email within 5 to 10 minutes. You are most welcome, ma'am, and thank you so much again for calling Lyncsys. You have a great day. Bye, ma'am.
13:00