V2 Rubric Detail — f0691432-74c0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:19
Duration
7m 40s
Contact
Lora Nelson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135398
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: wanted to setup wi-fi password_E1200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent explicitly declined to provide technical assistance solely due to out-of-warranty status, which is a direct violation of the OOW standard requiring best-effort troubleshooting for configuration issues.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent refused to provide technical assistance for an E1200 router because it was out of warranty, stating 'we no longer provide technical assistance for this device.' This is a critical policy violation of the OOW standard. No troubleshooting was performed, and the customer was left with an unverified email instead of a resolution.

V1 Case Analysis

Customer unable to secure Wi-Fi on E1200 router (out of warranty). Agent sent email with password-change instructions but provided no direct support, access verification, or resolution confirmation.

Troubleshooting Steps
  • Identified router model as E1200
  • Collected customer name and email
  • Sent email with generic Wi-Fi password change instructions
Key Observations
  • Agent correctly identified E1200 as out of warranty but overstated support limitations by claiming no technical assistance could be provided.
  • No verification of router admin access or default password ('admin') was attempted before sending instructions.
  • Agent did not confirm email receipt until prompted by the customer at [07:00].
  • No troubleshooting steps (e.g., reboot, access check) were performed to ensure router functionality.
Positive Highlights
  • Correctly identified router model (E1200) from customer description.
  • Collected customer contact information (name and email) for follow-up.
  • Sent email with relevant instructions promptly.
  • Maintained polite and professional tone.
Agent Errors / Gaps
  • Incorrectly stated that no technical assistance is available for out-of-warranty devices — self-help guidance (e.g., KB articles, email instructions) is still valid and expected.
  • Failed to provide direct, actionable steps to secure the Wi-Fi during the call.
  • Did not verify customer could access the router’s web interface (http://192.168.1.1 or http://myrouter.local) or knew the default admin password ('admin').
  • Did not confirm email receipt until the customer mentioned it, risking abandonment.
  • Missed opportunity to guide the customer through basic access using the correct default password and URL.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue of securing the Wi-Fi; no steps were provided to set a password or enable encryption, and the email sent was not confirmed to contain actionable guidance.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were conducted — agent immediately cited warranty status without diagnosing the current configuration or attempting to guide the customer through security settings.
R3 Not Met Correct resolution path conf 96%
Agent refused assistance based on warranty status, violating OOW policy which requires best-effort troubleshooting (e.g., guiding through admin interface, setting password) even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed; agent did not ask about current security mode, admin access, or password setup, skipping root cause identification.
T2 Not Met Appropriate tools / resources used conf 94%
Agent used no tools (KB, admin URL guidance, remote verification) despite the issue being resolvable via documented self-help steps (e.g., universal_password_login.md).
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'we no longer provide technical assistance for this device' because it is out of warranty, which contradicts the OOW standard in the rubric requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent opened the call and collected basic info but failed to structure the interaction around resolution; however, maintained minimal control without being derailed by customer digressions.
C2 Not Met Confirmed understanding conf 93%
Agent used vague, non-adaptive language (e.g., 'create a record', 'send an email') without confirming understanding or simplifying for a likely non-technical user helping an elderly parent.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by citing warranty status instead of offering any guidance, failing to take ownership of the customer's security concern.
O2 Not Met Proactive follow-through conf 95%
Next step was passive ('check your email') with no timeline, confirmation of content, or follow-up plan; customer was left to act independently without support continuity.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted — the issue should have been resolved at L1 with best-effort support.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite and did not become impatient, but failed to acknowledge the customer's expressed concern about neighborhood misuse or the urgency of securing the network.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s conversational style or clarify confusion; customer repeated email details and expressed uncertainty about the solution path.
X3 Not Met Overall experience conf 94%
Customer had to repeat email address due to transcription errors, and was forced into a passive wait-for-email loop instead of receiving immediate, actionable steps.
Call Transcript13 turns · 14 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's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available, depending on the issue. [silence] Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today?
00:00
Speaker 1
My mom out right now. We just hooked up a new modem for her. And now her, I'm looking at her Wi-Fi and she's unsecure and I cannot figure out how to get her Wi-Fi in a secured mode. Yes. I just hung up with Champarum. They gave me your number and they said you are the only one that can help me help her lock this up. It's working but the whole neighborhood is using her Wi-Fi, so I'm trying to lock the neighborhood out. 10822, Lake Charlie, six six three nine.
01:00
Speaker 2
By the way, ma'am, if I may ask, you do have links to device, correct? Okay. Uh, Got it. Uh, but before we proceed, ma'am, is this the first time you are going to set up or use this device, or it was working fine before? Okay. What's the serial number for this particular device, please?
01:00
Speaker 1
3,805... Yes.
02:00
Speaker 2
Alright so. Madam by the way, the device that you have here is, uh, do you see there a model number E 1200? Yes. E 1200. Okay. So just set the proper expectation for this kind of router, uh, this we no longer provide technical assistance for this device. It's because this router ma'am is already been out of warranty and we no longer provide free technical assistance for out of warranty devices. And aside from that, we don't have any more updated firmware for this router. So right now, what I can do for you, 'cause I cannot provide you technical assistance or I cannot walk you through through the process. I can only send you an email and how you can
02:00
Speaker 1
Sure. And you said you can't You said you can't send an updated box? How do? No I I'd rather not but if her box is that old like do you guys how much and how's that work? Oh I see okay. Okay. Um do you want my name or my mom's? My mom is elderly so I'm here helping her. So her name is
03:00
Speaker 2
your Wi-Fi password for the Wi-Fi that you have through email. Would that be okay with you? Okay, but before that I'm going to create Uh-huh, go ahead. I'm sorry. Are you trying to upgrade? If you wanted to upgrade to any newer device, ma'am, you can only purchase it via Amazon, Walmart, Best Buy, and Target. They're the ones selling new Linksys routers. Okay. Can you confirm to me, by the way, your first name and last name, so I can create a record and send an email to you? Your your Your name, Ma'am.
03:00
Speaker 1
Uh, uh, mine would be laura, Nelson, L-N, Yep, L-N-B-L-O-N-D-I-E-O990@ gmail.com, no, L-N. It's L-N, Blondie0O, or O-N-B-L-O-N-D-I-E-O, like Oscar, and then 990 at Gmail, my initials and then Blondie, uh, it's not in Blondie.
04:00
Speaker 2
Just to clarify, it's L-N-B-L-O-D-I-E. [ silent ] Oh, okay. wait. a. m. Thank you.
04:00
Speaker 1
[KEEP_UNCERTAIN] what i'd like to do is keep it with you and stream and then you can decide if you want to get rid of the cha or keep both. You know, you what i mean? so you have your choice. I'm afraid if I just end it all and then it's a bich to get it all back. right. you might say, yeah, i can do it. i want my cha back. So we'll do both and then you'll let me know. if you like just the stream and then we'll everything too. Every time you go to send a message, you gotta put that code in.
06:00
Speaker 2
All right. So Ma'am, by the way I was able to send you already an email. Can you double check if you did receive it.
06:00
Speaker 1
As of right now, I've not received it. cable to charge it. My phone's almost dead. I'm about to redline. Now we can share charges, cuz we got the same phone. Oh, there it is. I got it. Okay, great. Thank you so very much. You too. Bye bye. [silence]
07:00
Speaker 2
Okay, give it some time. Okay, all right. So that's all that you need to follow, ma'am, so you can uh put a Wi-Fi password on your Wi-Fi. Okay? You're welcome, ma'am, and you have a nice day ahead. Bye-bye for now.
07:00