V2 Rubric Detail — ef621846-6b64-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:27
Duration
17m 10s
Contact
Eric Retterath
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free technical assistance despite the issue being resolvable at L1 (e.g., password verification via app, recovery key reset), violating OOW best-effort policy by citing warranty status as a reason to stop helping.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, provided technically inaccurate information (default password), and improperly denied support due to warranty status. The customer was left unable to connect their TV, with no resolution or ownership demonstrated. This constitutes a clear case of Avoidance/Evasion, resulting in an unresolved outcome and an auto-zero.

V1 Case Analysis

Customer unable to connect smart TV to WHW03V2 Velop system due to 'wrong password' error despite using correct password from Linksys app. Device out of warranty. Agent incorrectly stated default admin password is 'admin' and failed to guide through proper recovery (app 'Forgot password' or recovery key). Customer advised to change Wi-Fi password via app; no confirmation of fix.

Troubleshooting Steps
  • Collected model number (WHW03V2) and partial serial number (20J20)
  • Verified device is out of warranty based on serial number
  • Offered paid Connect service ($15)
  • Incorrectly stated default admin password is 'admin'
  • Suggested changing Wi-Fi password via Linksys app
  • Mentioned factory reset as an option
Key Observations
  • Agent provided materially incorrect technical information: default admin password for WHW03V2 is not 'admin' (KB states Velop systems require password creation during setup)
  • Agent failed to guide customer through correct password recovery flow: Linksys app has 'Forgot password' option using recovery key (printed on device)
  • Agent conflated Wi-Fi password (customer's issue) with router admin password (irrelevant to TV connection)
  • Call contained long silences and repeated clarification requests, indicating poor efficiency and communication
  • Agent did not verify customer's access to router UI or app settings before suggesting changes
Positive Highlights
  • Identified device model (WHW03V2) and collected partial serial number (20J20)
  • Attempted warranty verification and correctly identified device as out of warranty based on serial number lookup
  • Offered paid Connect service when free support was unavailable (per policy)
  • Provided support website (support.linksys.com) for self-service
  • Confirmed other devices were connected to the network, isolating the issue to the TV or password input
Agent Errors / Gaps
  • Provided wrong default admin password ('admin') for WHW03V2; KB states Velop systems do not use 'admin' as default (password is set during setup)
  • Failed to offer correct password recovery method: should have directed customer to 'Forgot password' in app or recovery key on device label
  • Did not clarify that Wi-Fi password (customer's issue) and router admin password are separate; customer was trying to connect a device, not log into admin panel
  • Did not verify customer could access router UI or app settings before suggesting a reset
  • Misled customer by implying 'admin' would work regardless of current password (false for Velop systems)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue; customer remained unable to connect TV despite guidance, and no confirmation of success was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped troubleshooting steps like checking recovery key, verifying current password via app, or guiding login to local interface — instead defaulted to paid service.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly denied free support due to out-of-warranty status without attempting best-effort troubleshooting, violating OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No root cause identified; agent assumed password error without validating SSID, signal strength, or device-specific issues.
T2 Not Met Appropriate tools / resources used conf 92%
Agent failed to use available tools: did not guide customer to admin UI, recovery key reset, or firmware check — all documented for WHW03V2.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default admin password is 'admin' for WHW03V2 — newer Velop models require setup-created password; no default exists.
Communication
C1 Not Met Clear & professional language conf 91%
Agent lost control by shifting focus to warranty status and paid service instead of resolving the core issue; no clear structure.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms without confirmation of understanding; failed to adapt to customer’s frustration or simplify instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abdicated ownership by immediately offering paid service and refusing free assistance, despite resolvable issue.
O2 Not Met Proactive follow-through conf 93%
No specific next step or timeline given — only vague suggestion to 'try changing the password' with no follow-up plan.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; appears to be first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation performed and none was warranted — issue was within L1 scope but avoided.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent showed minimal empathy — only a generic 'I understand' after customer expressed frustration over unusable $400 system.
X2 Not Met Tone & rapport conf 91%
Agent maintained rigid, scripted tone and did not adjust pace or style despite customer’s growing confusion and distress.
X3 Not Met Overall experience conf 93%
Customer was forced to repeat info, sent to website, and offered a paid service — adding unnecessary effort and barriers.
Call Transcript27 turns · 28 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.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. 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.
00:00
Speaker 1
yeah I'm trying to sign into my linksys using my password on my TV and it's saying it's wrong would I be able to reset my password here's the deal I just got home from work and I have no internet I can't connect my TVs so I thought it was a CenturyLink problem because that's my provider and that's my modem and router but when I sign onto my TVs I can choose two sources and I choose the source which is linksys and when I use the password to connect to the linksys it kicks me out it's the wrong password do you have my password available Okay
04:00
Speaker 2
Okay, so you wanted to change the Wi-Fi password, sir? Is that, sir no actually we don't keep any of your password for security purposes. Yes.
04:00
Speaker 1
Oh, I have no idea what that is. I wouldn't even know where to look for it. I have three nodes. So I just updated it. Go ahead. [silence] My God, all right. [silence] Model number is WHW03V2. [silence] V is in Victor two. And [silence] Chill number is 20J20.
05:00
Speaker 2
So, Can I have the model number and the serial number of your linksys device? Yes, so can I have the model number and the serial number of that device? Just try to look underneath it. You would be able to see the model number and the serial number. sir. And what about the serial number?
05:00
Speaker 1
Mm-hmm. Um, I can't hear connect my TVs. Um, I do, but I'm wondering, so I have the app downloaded. Can I reset? I have the app, but um, I can't find where I can reset my password. I think if I can reset the password, everything will be fine. For some reason, it's just telling me I've got the wrong password.
06:00
Speaker 2
okay right now you lost connection on all of your devices or you're just having trouble connecting your TV to the wireless network. Okay, you just can't connect your TV. Do you have any computer that can go online? Oh, you already have the app. Okay, no need for you to reset the password.
06:00
Speaker 1
All right. I'm going there right now. Oh, I'm sorry. My name is... I have the system that I bought, um, is fairly new. It's only a month old, because the old one's outdated. So the new one, I just installed. And I believe I call... It's asking me to log in. One moment. [silence]
07:00
Speaker 2
Sure we just need to verify your wireless password because you might have entered the incorrect password.
07:00
Speaker 1
No. The one that I just gave you, that's the new system. Yeah. Yeah. [silence]
08:00
Speaker 2
is a month old the WHW03? Yes, it's a new system. Do you still have the receipt? Because uh, based on our record here? Oh, okay. Because uh, Sir Erick, um, yeah, I just pulled up your record. This is Erick Ritterarth, right? And the email address is ER T65@hotmail.com. So, you have uh, three um, nodes in total of a WHW03. And if we base that if we base the uh, we base on the serial number that you gave, Mr. Uh-, it shows that your device is already out of warranty. Okay.
08:00
Speaker 1
What was the model, what was the model number you had? V2? All right, well, I just bought this a month ago. So, I mean, so when I bring up, so when I bought this new and I connected it, I didn't go to you guys. I just plugged it in and everything worked fine. So, my old system, I named it Terrain 1965. I'm not using that one. The new one I named...
09:00
Speaker 2
Because this is, this router is one of our and of life routers. Now, we, in order for us to validate the warranty because you mentioned that you had this for for one month, we need to have a copy of the receipt or any proof of purchase. WHW 3. That's what you've given me, sir. Yes V2. Yes, so if you would just, yeah, go ahead.
09:00
Speaker 1
I don't have the copy of the receipt.
10:00
Speaker 2
Yes, okay. Yeah, so since you mentioned that you just, uh, purchased it last month, sir, uh, we need to have the copy of the receipt for us to be able to validate this. Uh, where did you purchase it? No, no, not that one, sir. It's just, uh, let me just set your expectation that that, uh, it shows in our system based on the serial number that you've given me that this device is already out of warranty, and that means you're no longer covered for free technical support. So we cannot provide you free technical support, sir. So what we can offer is our website, which is support. linksys.com. Okay, um, we do have articles there, uh, related articles regarding your issue, and you can also take advantage of our AI tool as well. All right. So aside from that,
10:00
Speaker 1
I'm in the LynxEast app I'm in the lynxus app and I just looked up my password and it is the exact password that I'm trying to enter into the TV and it's telling me it's not so so what am I supposed to do yeah I was working yesterday and I just got home from work [silence]
11:00
Speaker 2
um, if you want us to walk you through the process, there will be a fee for the service. Okay? And that's what we call paid Connect service. That is $15, good for 60 minutes of troubleshooting. And the service fee is non-refundable. So, in your case, you just need to verify the password. And to check the password, you can just get into the Linxys app. Uh, and you go to the Wi-Fi. Yes. Well, maybe have you tried to check, because we're not technically trained for your wireless TV. Your wireless TV was it working before? That wireless TV of yours?
11:00
Speaker 1
And it's not working now. So, I'm connected through century. I can sign into my T I can sign into my TVs through Century link. But the it it's there's no power. So it just sits in buffers and buffers and buffers. That's why I bought the Linksys system. With the Linksys system, I haven't don't have a problem. But I can't sign in because it keeps kicking me out because it's saying it's the wrong password when the app is telling me it's the correct password. So what am I supposed to do? No. Just the link if my router, my modem from Century link is connected, but my mesh system goes through Century link. Nothing.
12:00
Speaker 2
Have you tried to check it with your? Mmm. Yes, cuz here's the thing. Yes. Okay. Well, other wireless devices are already connected to your network, right? Other wireless devices are connected to your wireless network. How about, how about phones? How about your wireless phone? Do you have another,
12:00
Speaker 1
no no nothing I have two TVs and I can't I don't I don't understand what you're asking me one moment please yes I am I am I am I am I'm connected on my Wi-Fi
13:00
Speaker 2
okay, do you have another wireless device, aside from your smart TV, like your wireless phone? You have a wireless phone, right? That's where you had the Linksys app. Yes. Are you connected to your wireless network using your wireless phone? If you go to Wi-Fi, you go to settings and you go to Wi-Fi, okay. So you're connected. Okay. So you're connected to your network. So that means to say there's nothing wrong with Linksys. Now, you already have the Wi-Fi name and the password, sir, you know all those settings. We're not technically trained.
13:00
Speaker 1
So, basically I just spent $400 on a system that I can't use, because it's worthless to me right now. Well, right, but I can't even log into my Linksys account because it's asking me for the password.
14:00
Speaker 2
To set up your smart TV, okay? I understand right now you're trying to connect um, you tried to put in the password, but it's not accepting it. Um, you're sure that it's the correct hi, okay? Well, if you want, sir, you can you can change the password. You can also um, it's on the app. Okay, you can make an easier password, is maybe the the password is too long or something like that. So you can just uh, you can try to change the password if that works. You go to wi-fi settings and change the password from there. Okay. Do you have the option cuz uh, the remote accessor is no longer available, so you can access um, using the Linksys app. If
14:00
Speaker 1
You want me to log into my system using my router password? The router from my century link router. One moment. I didn't know there there's a password inside there. Okay.
15:00
Speaker 2
Yes. from [silence] the router settings using the router password. Do you have that option? Log in using router password. [silence] Yes. Instead of putting in your email, your username and password there, there should be, you should be able to see another option, log in using router password. No, not CenturyLink router, but that's the Linksys router, sir. [silence] Yeah, if you log in to the router, by default, the router password, the Linksys router password is admin. [silence] Okay. Regardless of what your password is. Now, what you can do is reset the device. Were you able to get it?
15:00
Speaker 1
Okay, I got it. Yep. I see it. So I don't need the name. So I have the name of the path. I got it. Let me try all this and if it doesn't, if it doesn't work out, then I'll just deal with it. But since you can't provide me any more support, I guess there's nothing much I can do. I understand.
16:00
Speaker 2
No need the names just the password. Okay. Yes, you can try that way, sir. Once you're able to log in to the app, just go to Wi-Fi settings and change the password from there. Just make a simple password. Okay, all right. Thank you again for calling LinkSister Eric.This is FBI do have a great day. Take care sir. Not a problem. Bye bye.
16:00