V2 Rubric Detail — f4b78a46-5f53-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 13:56
Duration
6m 55s
Contact
anonymous
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to address the customer’s core issue — a non-working password-reset link — by offering irrelevant advice (myrouter.local), skipping essential diagnostics, and not escalating. No ownership, empathy, or next steps were provided, resulting in zero progress toward resolution.

V1 Case Analysis

Customer unable to reset Linksys cloud account password; agent incorrectly suggested using myrouter.local and provided no valid resolution path.

Troubleshooting Steps
  • Asked reason for accessing Linksys Smart Wi-Fi account
  • Suggested trying http://myrouter.local
Key Observations
  • Agent suggested http://myrouter.local for a cloud account password reset, which is incorrect and irrelevant per the KB.
  • No attempt was made to verify the customer's email, resend the reset link, or check spam/junk folders—standard steps for this issue.
  • The correct password reset portal (https://linksyssmartwifi.com) was not used or referenced, indicating a critical knowledge gap.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Provided factually incorrect guidance by directing the customer to http://myrouter.local for a cloud account password reset.
  • Failed to follow standard password reset procedure: did not verify email, resend link, or check spam folder.
  • Did not use the correct password reset portal (https://linksyssmartwifi.com), as outlined in the KB.
  • Asked an irrelevant question about the customer's reason for access instead of diagnosing the technical failure.
  • Abandoned the case without providing any resolution path or follow-up option.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was provided for the broken password-reset link; the customer’s core issue remained unaddressed.
R2 Not Met Diagnostic thoroughness conf 98%
Agent suggested 'myrouter.local' without diagnosing the cloud account issue; no troubleshooting steps specific to the password-reset email failure were taken.
R3 Not Met Correct resolution path conf 97%
Suggesting local router access does not resolve a cloud account password-reset failure; the path was technically irrelevant and inappropriate.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions about the email client, spam folder, or link behavior were asked; root cause not investigated.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use internal tools to resend the password-reset email or verify account status, which are necessary for this issue.
T3 Not Met No misinformation conf 96%
Suggesting 'myrouter.local' misdirects the customer from the actual problem (cloud account recovery) and is technically incorrect advice.
Communication
C1 Not Met Clear & professional language conf 97%
Agent failed to set expectations or guide the interaction; call lacked structure and direction.
C2 Not Met Confirmed understanding conf 96%
Agent used vague language and did not adapt to the customer’s urgency or clarify the actual issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the cloud account issue or commit to any action to resolve it.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up commitment was provided to the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
A non-functional password-reset link is a valid escalation trigger; agent failed to escalate despite clear need.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, so execution details are missing.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of the customer’s frustration with the broken link.
X2 Not Met Tone & rapport conf 96%
Agent’s tone and pace did not adapt to the customer’s repeated attempts to explain the issue.
X3 Not Met Overall experience conf 96%
Customer had to repeat the problem and was given an irrelevant suggestion, increasing their effort.
Call Transcript5 turns · 5 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
[silence] Hi there Clark. I'm trying to sign in and I asked for a link to reset my password, but your link is not working. Even when I copy paste it and put it in my browser. I'm trying to sign into my Linksys account and I forgot my password. So I hit the forgot password, your link is dead. It doesn't uh connect me to change my password when I get it. Can you hear me? Yeah. All right. Thank you. Mhm. [silence]
05:00
Speaker 2
hi thank you for calls us my name is Clark I'm gonna help you what is it again ma'am mmhmm I got it just give me a moment okay um yes just give me a moment
05:00
Speaker 1
No, I want to add my note that went offline. It's the purple or whatever needs to be added. power outage and one of them did not connect again. uh, you can't send me a link to change my password to sign in or is something changed? You should always sign in. I'm waiting.
06:00
Speaker 2
All right, so uh may I ask, ma'am, what's the reason why you want to access your links to Linksys Smart Wi-Fi account? Do you want to check something on your links to router? Okay, [silence] All right, uh can you try to use my router.local? Yeah, let's uh let's try to yeah, let's try to use a different um way to access the links page.
06:00