V2 Rubric Detail — f6384f46-761d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 13:57
Duration
15m 25s
Contact
Jennifer Del Vecchio
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135634
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: devices can't connect

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
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall5.1% (-16.9)

V2 Grader Summary

The agent failed to resolve the issue, skipped all technical diagnostics, and incorrectly claimed the router was unsupported due to EOL status. This contradicts the KB's provided recovery paths for EA series routers and the rubric's OOW best-effort standard. No meaningful troubleshooting or ownership was demonstrated.

V1 Case Analysis

Customer reports TV and other devices cannot connect to Wi-Fi due to 'wrong password' error. Agent incorrectly identified router as EA5800, declared it unsupported/out of warranty, and refused to provide password reset guidance. No KB-based troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Requested router serial number
  • Incorrectly identified router model (EA6500 vs EA5800)
  • Declared router unsupported and out of warranty
  • Suggested power-cycle of TV and router
Key Observations
  • Agent incorrectly identified router model as EA5800 after stating EA6500, creating confusion.
  • Agent falsely claimed EA6500 is end-of-life and unsupported, contradicting Linksys support policy.
  • No password reset or admin-login guidance was provided despite clear KB procedures for 'wrong password' issues.
  • Agent refused to follow universal_password_login KB, which explicitly covers password recovery for EA Series routers.
  • Customer was directed to an AI agent instead of receiving human support for a valid issue.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect model identification (EA6500 vs EA5800) [04:00, 08:00].
  • Falsely declared EA6500 as end-of-life and unsupported [08:00], contradicting KB and Linksys support policy.
  • Refused to provide technical support for a common password issue despite KB guidance [08:00-14:00].
  • Failed to follow universal_password_login KB procedures for password reset using recovery key [06:00-14:00].
  • Did not direct customer to correct router admin URL (192.168.1.1 or myrouter.local) [06:00-14:00].
  • Provided only generic power-cycle advice without confirming issue resolution [13:00].
  • Directed customer to AI agent instead of offering KB articles or self-help steps [09:00, 14:00].
  • Incorrectly stated EA6500 has no security/firmware updates, which is false per KB [08:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent states 'we cannot provide any assistance' due to end-of-life status and closes without resolving the password or connectivity issue.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed—agent jumps to warranty status after serial number without checking login, recovery key, or suggesting password reset.
R3 Not Met Correct resolution path conf 94%
Agent refuses support solely based on warranty/EOL status without attempting best-effort troubleshooting (e.g., power cycle, login check, recovery key), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent fails to identify root cause—only assumes TV issue without verifying Wi-Fi password, router admin access, or recovery key; skips diagnostic logic.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used—agent does not direct customer to http://192.168.1.1, myrouter.local, or recovery key reset despite password/login issue being within KB scope.
T3 Not Met No misinformation conf 95%
Agent claims no support can be provided because the router is 'end of life' and 'no longer supported'. This is contradicted by the OOW standard in the rubric and the universal_password_login.md KB, which provides clear recovery paths (Recovery Key) for EA series routers regardless of age.
Communication
C1 Not Met Clear & professional language conf 90%
Poor call control: long silences, abrupt shifts, no framing, and failure to manage customer frustration or transitions.
C2 Not Met Confirmed understanding conf 89%
Agent uses technical terms like 'end of life' without explanation; no adaptation to customer confusion or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaims ownership: 'we cannot provide any assistance' and redirects to AI/self-help instead of owning the case.
O2 Partially Met Proactive follow-through conf 85%
Agent suggests power cycling TV and router but provides no follow-up, timeline, or confirmation step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
No escalation despite unresolved issue, customer frustration, and hardware that may require deeper diagnostics—failure to meet E1 trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent says 'I'm very sorry' twice but maintains dismissive stance; acknowledges frustration but offers no empathy for repeated effort.
X2 Not Met Tone & rapport conf 91%
Agent continues scripted responses despite customer confusion and emotional escalation; fails to adapt tone or pace.
X3 Not Met Overall experience conf 93%
Customer repeats serial number and email multiple times; agent fails to capture or reuse information efficiently.
Call Transcript32 turns · 32 lines
Speaker 1
[silence] I'm having a problem with the internet. It keeps saying I have the wrong password.
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 1.
00:00
Speaker 1
Am I supposed to go into an account and check a password? Well, I gotta be able to look at it. I can't really look at it. Come down here so we can fix this problem. But why? Why would a password be wrong when I never change it? That doesn't make any sense whatsoever.
01:00
Speaker 2
All right. I understand your concern, man, but I need to know first what's the serial number of your Linksys router. Is that alright? You can take a screenshot of it using your phone, and then just zoom it up on your phone or laptop.
01:00
Speaker 1
yes, and there was and and I app and I know what our password is. So why all of a sudden is the password not working? I'm not sure. I think it's only on the TV.
02:00
Speaker 2
Your device was previously connected to your wi-fi before you had that problem. Is it only on your phone, one device or all other devices did not connect to your wi-fi? The TV. So, I think your, uh, since only your TV could not connect to your wi-fi. So it means you have still an internet connection. Uh your router is still working fine. So maybe uh you just need uh to do some configuration or troubleshooting on your TV because
02:00
Speaker 1
Two six A one zero six zero nine eight zero three two nine three. Uh huh. Two six A one zero six zero nine eight zero three two nine three.
03:00
Speaker 2
[KEEP_UNCERTAIN] Because it's the only device that could not connect to your Wi-Fi. Um may I know what's the serial number of your link so we can check it on our system? Uh, let me uh say it again. It's 268.4106083
03:00
Speaker 1
Yes. Yes. Okay. Jennifer?
04:00
Speaker 2
Hello. Welcome to Linksys support my name is Johnny how may I assist you today? Uh, funny you should mention I'm having problems with my Linksys water [laughter] okay it cannot connect to my uh uh link sites Wi-Fi [laughter] and then since I bought it [silence] uh I live next to my friend's house and we share the same link since uh link sizes Wi-Fi for free I'm using my Wi-Fi through my friend's house but it's not working uh I've already scanned my competitor's uh router and the Wi-Fi does not work [silence] so basically uh I'm here to request for a new password [silence] mm-hmm [silence] oh okay let me pull out your profile and then in order for me to make sure that I am dealing with the right profile please provide me your uh access account [silence] that would be your username oh okay here's my email uh j Lohvas920609@yahoo.com and then 803293. All right. Okay thank you. Um, so your Linksys water is model ea6500 so that's the model of your Linksys router uh exciting just a moment okay the first name is Jason? Okay. And your last name is Lopez. T for Tango O for [silence]
04:00
Speaker 1
No, no, no, no. It's D as in dog, E as an elephant, L as in Larry, E as in Victor, V as an egg, C as in cut, C as in cat, H as in hat, I as in igloo and O as an octopus. Yes. It's my first and last name, 17 at yahoo.com. Now we text Steven and make sure that is the right password.
05:00
Speaker 2
E. for Victor. E. for Echo. E. for Echo. All right. uh Delveyko aveaveka? All right. Thank you, Jennifer. So how about your email address?
05:00
Speaker 1
She didn't leave us anything. [silence] Yes. [silence] Blue Ridge. Did the other [silence] hold on one second please. The other devices are connecting nangly or they're not? Oh she's saying they're not connecting. That's what she said. Incorrect password. [silence] Input [silence]
06:00
Speaker 2
it it's uh, it's Jennifer Delvecchio17@yahoo.com All right. Uh Jennifer, who's your internet service provider? Uh huh. I think uh there's nothing wrong with your router. As you mentioned your other devices could connect to your Wi-Fi and access your internet. It's just... Uh... So all your other devices could not connect to your Wi-Fi. Uh can you tell me uh can you tell me when you connect to your Wi-Fi does it say connected but no internet or it doesn't uh connect at all?
06:00
Speaker 1
but we never changed the passwords. Um, the light, the lights blinked on and off yesterday. I just checked with Blue Ridge and there's and they said everything is good on their side. It and they told me to call you.
07:00
Speaker 2
I see. Uhm, did you have a power outage or an internet service interruption prior to that? I see. So, I think maybe your router got disconnected from your internet uh provider, um Blue Ridge or it could be the, your um internet uh connection is still not back online since you just uh had an electricity uh, I see. Alright, um Jennifer, what we can do is do some troubleshooting steps uh with your router and relate in relation to your TV first.
07:00
Speaker 1
[silence] So what were you saying? what what are you trying to say to me? Because the TV was everything's fine until yesterday. So what what are you trying to say to me?
08:00
Speaker 2
But before we proceed on that, I have to inform you that your router is actually already out of warranty. And this router EA5800 apparently is no longer supported as it has reached its end of support class 2025. And also, it has reached its end of life class 2020. Meaning this router is no longer have any security or firmware updates, so that's why we no longer provide any support or assistance for this router. Uh What, uh, I can tell you is that,
08:00
Speaker 1
So, you're telling me, you're, for a minute, please, you're telling me I can get assistance from a non-human person, but I can't get assistance, from, Man, do you know how, how, how absurd that sounds? You're telling me to talk to, a computer, when I'm talking to you, a human, and you're telling me a human cannot help me, but a computer can help me.
09:00
Speaker 2
If you want to do some trobleshooting steps regarding to your blah, blah, TV and your router, you will have to go to our site and Consider using our AI agent for assistance. As I've mentioned, your router is already out of warranty and it's no longer supported by us, technical support representative. So we cannot provide any assistance anymore. Your router is a very odd model.
09:00
Speaker 1
Help me. Are you serious? I never heard of that in my entire life unless it's a money making scheme on your guys part, that's what that sounds like. Let me just
10:00
Speaker 2
It's not that I cannot... Uh, Jennifer, it's not that I cannot help you. It's just that your router is an old router and it's no longer supported by Linksys. Uh, we don't have any, uh, support or assistance for that router, as it's already reached its end of life, and also reached its end of support, aside from being out of warranty. Well, um, uh, actually, uh, our router, we still provide, uh, assistance for routers that are still in warranty, but your router is no longer, uh, in warranty. It's a very old router. So we don't provide any technical support or assistance for a very old router, as it's already out of warranty.
10:00
Speaker 1
Just in the past 24 hours. Can I correct you on this one? But you have tried- oh, you've tried to reinstall antivirus on it. [silence]
11:00
Speaker 2
Mm. Mm. Mm. Mm. Mm. No. Is your router still working? Jennifer, your router is still working. The only problem is that we cannot provide a technical support because the router is already out of warranty. Now there is a way to provide assistance for routers that are already out of warranty, but it only applies to routers that are still in supported, that are still supported by links. And your router happens to be on the list that is no longer supported because it's very, very old. It's already reached its end of support.
11:00
Speaker 1
So the people who bought a warranty from you, the people who did that, that warranty is no good because you don't support this router anyway. Is that correct?
12:00
Speaker 2
No, if your router is still in warranty, we will provide free assistance, but it has already expired its warranty status because this product only has a limited one-year warranty, so it's already expired its warranty status, so we cannot provide free assistance. And adding to that, it is also reached its end of support, meaning when a product reached its end of support, there are no more any updates, firmware or security updates for that product, and also Linksys no longer provide support for that product because it's no longer part of the Linksys products that we you know, sells on the market because it's an old router. It's using an older technology. mm-hmm, I see, okay,
12:00
Speaker 1
All right, this is this conversation is not very helpful. And it doesn't even make sense. My my daughter said it's uh she's only neat agreeing. [silence]
13:00
Speaker 2
then, what I can, yeah, what I can suggest, Jennifer, is to do a power cycle on your TV, because maybe it's only your TV that has made any updates or changes on its configuration, because as far as I know, then it could be just momentarily loss of connection, because you mentioned that you had your electricity went out. So, I think you just need to do a power cycle on your internet box and also your Linksys router. Maybe the transmission of data has been a little [silence]
13:00
Speaker 1
I don't know how to do a power cycle. All right. Thank you. Well, if they're going to keep getting new technology and then the old products are no good, then what's the sense in buying the product in the first place. It doesn't make any sense.
14:00
Speaker 2
uh, when your electricity went out and it's not yet, it has not yet fully come back. So, the best solution is to do a power cycle. Mmm. You're welcome. I'm very sorry. It's just that the product is no longer supported and has also reached its end of life. So we cannot provide assistance to this product. This product uses older technology and we don't have that anymore on our resources. Mmm. Well, uh, you know uh, as I've mentioned, you can always contact our local representatives. If you're having trouble to locate our-nearby offices, you can always always give us a call or send us an email.
14:00
Speaker 1
No, I don't need to talk to a computer or anything. Thank you so much. Have a nice day.
15:00
Speaker 2
Go to our site because usually there are articles with regards to your links as router model E as fifty eight hundred and are reading those articles. Maybe it could provide you some assistance. Yeah. Thank you also for your understanding and take care. Have a great one. Jennifer,
15:00