V2 Rubric Detail — e9f5e5fa-644c-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 21:48
Duration
10m 2s
Contact
Joel Grajeda
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132852
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7430_Wants to access the router page
⚠ 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 (B) — agent avoided all troubleshooting despite OOW best-effort expectation, redirected to incorrect AI tool without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provided inaccurate information (wrong URLs), and evaded responsibility by redirecting the customer to an AI tool. Despite the device being out of warranty, no best-effort troubleshooting was attempted, violating core support standards and leaving the issue completely unresolved.

V1 Case Analysis

Customer (Joel Grajeda, EA7430) unable to access router admin page to change Wi-Fi name/password. Agent confirmed device is out of warranty but provided no valid troubleshooting steps. Incorrect URL (support.linxus.com) was given, and no login instructions (e.g., http://192.168.1.1, default admin password, or recovery key) were provided. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent confirmed the router is out of warranty at [07:00], correctly identifying support eligibility.
  • Agent failed to provide the correct local admin URL (http://192.168.1.1 or http://myrouter.local) at any point in the call.
  • Agent provided incorrect URLs: 'support.linxus.com' [07:00] (non-Linksys domain) and 'support.com' [08:00] (generic, not Linksys-specific).
  • No troubleshooting steps were attempted, including basic password recovery or reset procedures.
  • Customer expressed gratitude but did not confirm understanding or ability to act on the guidance, indicating false closure.
Positive Highlights
  • Collected customer name, phone number, and email accurately.
  • Identified and communicated the device's out-of-warranty status based on internal system lookup, which is a required protocol step for support pathing.
Agent Errors / Gaps
  • Provided incorrect support website URL: 'support.linxus.com' instead of 'support.linksys.com' [07:00].
  • Directed customer to 'support.com', a generic and non-Linksys domain, creating confusion and potential security risk [08:00].
  • Failed to provide any standard router login instructions (URL, default admin password, recovery method, or factory reset) despite the issue being directly related to access.
  • Did not collect serial number, which is required for warranty validation and case documentation.
  • Abandoned troubleshooting before attempting any technical resolution, even though basic guidance can and should be provided for out-of-warranty devices.
  • Allowed the call to close without confirming the customer could act on next steps, resulting in operational failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided no resolution path—did not guide customer to access router UI, reset password, or change SSID; closed call after directing to AI tool.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken—agent did not verify if device was connected, check local access URL, or guide login process.
R3 Not Met Correct resolution path conf 96%
Agent cited OOW status and immediately deferred to AI/pay support without attempting best-effort troubleshooting (e.g., login recovery, factory reset).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked—agent skipped root cause analysis (e.g., forgotten password vs. UI inaccessibility) and jumped to deflection.
T2 Not Met Appropriate tools / resources used conf 96%
Failed to use essential tools—did not direct customer to http://192.168.1.1 or http://myrouter.local, nor suggest Recovery Key reset.
T3 Not Met No misinformation conf 97%
Provided incorrect URLs: 'support.lenses.com' and 'support.com' instead of 'support.linksys.com'; misinformation undermines technical accuracy.
Communication
C1 Not Met Clear & professional language conf 94%
No clear framing or structure—agent failed to set expectations, control flow, or transition logically; call devolved into confusion.
C2 Not Met Confirmed understanding conf 95%
Used non-sequitur remarks ('why am I being arrested?') and did not adapt language to customer’s confused state or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by redirecting to external AI tool without attempting resolution, violating OOW best-effort standard.
O2 Not Met Proactive follow-through conf 95%
No specific next steps—only vague suggestion to use AI website; no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted based on issue complexity.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed—ignored customer’s financial stress and frustration; tone was transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Did not adapt to customer’s emotional state or pacing—continued with scripted deflection despite signs of distress.
X3 Not Met Overall experience conf 96%
Customer repeated personal info multiple times; agent added friction by providing incorrect website and no actionable steps.
Call Transcript18 turns · 19 lines
Speaker 1
well, this pandemic was brutal about us too the my wife's working from home, so busy so busy, i think she's a little bit depressed whenever she opens her mouth, there's one phone in the entire floor, but we're climbing it, young béné, can I help you? this is my business. hi there uh, I was having some issues with my wi-fi router and i was hoping you guys could help me out. No, i was trying to, rename it and um, i, I also couldn't log
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 by visiting register. Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products. Please have your device's 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 Linksys. This is Carla, how may I help you? [silence] Okay, is it like no Internet connection?
00:00
Speaker 1
I'm to the I think there's like a like a portal or something for the linksys attached to my Wi-Fi. But I don't know what it I can't I can't remember the login information or anything like that. Yes, I have I have before. Yeah, it's area code 669-203-4140. it is Yeah, I have it. The serial number is 35 the letter L 1 0
01:00
Speaker 2
Okay.OK. So sir, before we continue, let me just grade a record for this.Have we called links before, or this is the first line?OK. Can I have your phone number?Okay. How about the model number and serial number of your links device? You can check that underneath the router itself or at the bottom.
01:00
Speaker 1
it looks like, yeah. Um, so it says, is that the Mac address or the model number? I don't see that. right below links.
02:00
Speaker 2
okay and what is the model number?
02:00
Speaker 1
Sorry, hold on. Let me see. It's kind of charging here. The model number is, oh, okay. It is E A 7430. Yes. Uh-huh. Yes, my first name is Joel, J-O-E-L. Last name is Graheda, G-R-A-J-E-D-A. J-O-E-L. G-R-A-J-E-D-A.
03:00
Speaker 2
mm-hmm. all right. all right, and can I have also your name, and your phone number. I a first name and last name, sir. again. your name is J.O. okay, and can you spell your last name again sir,
03:00
Speaker 1
J J E D A yeah It's Joel, J-O-E-L-L-I-K-E-N-O-E-L at Gmail dot com sure sure yeah Well, I had uh just bought it from my, from somebody, one of my old roommate. But um, we had shared the router for since uh 2021, 2022 around there.
04:00
Speaker 2
1-G-R-A-G-D. okay it's Grey Head, correct? okay how about your email address? okay so that's JoelLikeNoel@ gmail.com, right? okay, how long you have to rate of search? OK, you have the router.
04:00
Speaker 1
[KEEP_UNCERTAIN] first pizza are you so I'm not sure the days. Uh, so if it has been made maybe be like May, June of 2021 or 2022. Uh, yeah. I would say more like May, it's probably May. It's probably uh, early May. Uh, 2021 or 2022. Okay. Our Internet provider is have love, I believe. I'm not too sure. I'm not sure what it's called. Um, I get it through my apartment.
05:00
Speaker 2
This is around 2021 and like what month and date?Let's say like June. Okay, I'll just put it here, June and the date today of 2022. Okay. Okay. So like let's just say, okay, um early May like around um May 9, I'll just estimate it, it here, okay? All right. And who's your internet provider, sir? I'm sorry.
05:00
Speaker 1
I've been getting it from the same place. [silence] Even as a, yeah. [silence] [silence] Yes. [silence] That was great. Hello, Kathy. Hey, um, [silence] Do I want to go to the [silence] explanation? [silence] Yes, I wanted to change both the Wi-Fi name and the Wi-Fi password, but isn't there like a, like a portal that I used to log into to portal to see like who was using the Wi-Fi and stuff like that? [silence] Yeah, but I just, I got a new phone and deleted all my, and all my apps got deleted. I know it wasn't even in my apps. I think it was on my, the web page. I think it was on the internet. But anyway, sorry, I just didn't have any access to any of that.
06:00
Speaker 2
Okay. Okay. Sure. Um, your problem right now is, um, you wanted to, um, access the router page because you want to, um, change the settings. Like what settings you're changing? Uh, is it like the WiFi name, the WiFi password? [silence]
06:00
Speaker 1
any more like the login. I'd like to get in you go on. somewhere along the way. yeah yeah my phone is my cell phone. This is never my stokest Brett is the ones who always handle that. uh you know dynamics communication here you go. Oh no I made it stupid. Oh. uh yes. here we go. Yeah I don't know what's happening why am I being arrested? I'm falling for Benny's restoration. Cool. Cool. You may have to start your own duty report her name. evade your funds at four years in the secure psychiatric facility for attempted murder. Yeah.
07:00
Speaker 2
Okay, do you have a computer or maybe a phone or any device that's connected to the wireless network right now? Or even if it is wired to the router. Okay, soft spot. Okay. So sir, before we start for any troubleshooting here, let me just inform you about the status of your router. It shows it here in our system that this router is already out of warranty, and complimentary phone support is no longer available, okay? But you don't need to worry about it, sir. Even though the router is out of warranty, we do have different options that you can select. The first option is you can take advantage of our A.I. tool that can be found on our website support.lenses.com. On our A.I. tool, sir, you can ask questions and it will give you instructions or give you answers to your question, like how to access the modem wireless settings or like reset router and all of that. Now, the second option is you can still pay per technical support that you can contact through our hotline, all right? these are their websites. So which option sort of like the procedure? Hmm. Okay. So the AI tool, sir, that's t support.com. Mm. Support.com. Mm. Support.com.
07:00
Speaker 1
support dot Linxus Dot com support dot Linxus okay thank you so much I'm really struggling with money right now or I'll say would do that but thank you so much so support at Linxus dot com and that's it. Um, the i is at the top or I don't see it. Oh, I see it. I see it now. Okay. Now I see it. All right. Thank you so much. That's what I needed. Fine. Thank you.
09:00
Speaker 2
and yes, dot com, right? Yes. Okay. All right, no problem, You're Okay. Yes, yes, and then there's an icon there for the AI on the lower right, so you can use it. Just ask questions like, how to access the page of the router to change wireless settings, then you can, um, it'll give you instructions. On the lower right hand side, if you're, mm-hmm. Mm-hmm. You know, okay, so, thank you for calling, sorry, this is Skylar. Bye for now. All right, You're welcome. [silence]
09:00