V2 Rubric Detail — e9235ce6-8127-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:06
Duration
5m 27s
Contact
602-626-5923
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00137467
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E5400

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall40.6% (+20.6)

V2 Grader Summary

The agent failed to resolve the Wi-Fi connectivity issue and provided technically inaccurate information by claiming they could not check or change the Wi-Fi password, which contradicts the KB's guidance on using the local web interface. While the agent correctly identified the device as out-of-support, they did not provide the required best-effort troubleshooting for an OOW customer. No empathy was shown, and the customer was left to attempt self-service without guidance.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution achieved — customer was not able to connect to Wi-Fi and agent provided no verified fix or workaround.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked diagnostic questions about password use and connectivity, and suggested accessing the router UI (myrouter.lcl), which is a relevant troubleshooting path, though incomplete.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-support and offered self-help guidance, but did not attempt full OOW best-effort troubleshooting (e.g., guiding login, resetting Wi-Fi password).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't connect to Wi-Fi with default password) and asked relevant questions, but did not logically narrow root cause (e.g., changed password, input error, hidden SSID).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent suggested using http://myrouter.lcl to access the router — a valid local tool — but did not guide the customer through actual use or verify results, missing a necessary step.
T3 Not Met No misinformation conf 100%
Agent stated 'I cannot do that [check or change Wi-Fi password]. We don't have a tool for that,' which is contradicted by universal_password_login.md and ea_series_password_login.md, both of which state the Wi-Fi password can be viewed or updated via the local web interface (e.g., Connectivity -> Basic or Wi-Fi Settings).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and asked for serial number, but failed to set expectations or clarify the limitations of support for legacy devices.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but confused Wi-Fi password with router admin password, indicating lack of clarity in technical communication.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and did not transfer, but offered minimal assistance and did not take active ownership of resolving the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested trying myrouter.lcl with default password 'admin', but provided no follow-up, timeline, or confirmation step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was performed, and none was warranted — issue was within scope of L1 support despite device being out-of-support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s effort or frustration, nor express empathy or apology for the difficulty.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s confusion or check understanding; continued without confirming comprehension of instructions.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and was sent to self-service without guided support, increasing effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
Yeah, so I have one of your routers, I'm a property manager, and it's plugged into an, a computer plugged into an ethernet cable to the Linksys device. I'm trying to connect another device to the Wi-Fi, but the code on the back of it, the password doesn't work. Uh, it says Wi-Fi name and then Wi-Fi password.
00:00
Speaker 2
Welcome to Linksys Support to ensure quality service, your call may be monitored. [silence] Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today? [silence] Uh I'm sorry. Uh what password are you trying to put there? Is this the Wi-Fi password or a router's password?
00:00
Speaker 1
Um, so it works fine on the, like this main computer. I want to connect my own personal device to the Wi-Fi, Um, so this computer is directly connected to the Linksys device. Um, through the ethernet, like that's how it's connected. Yeah, I mean it it shows it and I've entered it before and it doesn't work. So, it doesn't show any error message. So it just, I'll try to go connect to like any Wi-Fi and I'll put in that password and it doesn't show up. Like it doesn't connect. It's the default. I haven't done anything to it. I've only been here for four months, so there could have been a previous manager here.
01:00
Speaker 2
is this the first time that you're using the link list device or it was working fine before do you know somehow what's the Wi-Fi password aside from the one that it indicated at the bottom of the link list like what's the error message showing So you did it you did not change any any password for the Wi-Fi it's just the default password
01:00
Speaker 1
Done with that? I was going to see if I could give you like the serial number and then maybe you could change it or something like that. And [silence] How would I find my account information? You just need a router, you need the router password. Would that be the same as the Wi-Fi? Because it only shows Wi-Fi name, Wi-Fi password, serial number and then Mac address.
02:00
Speaker 2
Oh, uh, yes, sir. I can, uh, I can ask for the serial number. However, if you wanted me to check what's the Wi-Fi password or change the Wi-Fi password, I cannot do that. We don't have a tool for that. So, all you need to do for that is you can try to log in to the Linksys account and you might be able to check what's the Wi-Fi password. Uh, there will be no, there's no need for an account information, you just need a router password to log in. password. Yes.
02:00
Speaker 1
Right. Yeah. It's 30 so three zero and then N as in number, 10 m as in man 23 d as in dog, 0 4 0 1 2 ye
03:00
Speaker 2
no. Router password if you did not change it, if it's just the default one, it should be admin. That's the password. Now if you've changed that before, uh there is an option, it's either you can reset it or you need to reset the whole system and set up again a device. But temporarily you won't have an internet. Can you confirm to me what's the serial number for your device? Oh, uh your router is[silence].
03:00
Speaker 1
[ silence ] so what would you what would you suggest me to do then [ silence ] Yeah, so I've done that. I've gone to settings like, I'll go right now, and it just says like, I'm connected through ether e ernet. It just says ethernet connected.
04:00
Speaker 2
400. This router, sir, is part of our first generation routers, meaning to say, aside that we no longer manufacture this device, we no longer also provide technical assistance for this router, sir. So, if uh huh go ahead. Now, if you still wanted to use this router, if it's still working with your current setup, if it does have an internet, then uh last option, sir, since you are connected wired in your in your computer to the Linksys, you can try to check in the network if you will see the Wi-Fi password there. So with the Ethernet, there's no name with the internet that you are connected?
04:00
Speaker 1
OK. All right. I'll try that if I can. Thank you. You too. Bye.
05:00
Speaker 2
now uh you can try sir to go to try to go to my router.lcl and try to log in using the default router password you're welcome you have a nice day ahead sir bye bye for now
05:00