V2 Rubric Detail — f9cc6480-7a78-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 02:59
Duration
26m 48s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00136305
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall3.3% (-20.7)

V2 Grader Summary

The agent did not diagnose or fix the Blink camera password problem, offered only a generic upgrade suggestion, and provided no concrete troubleshooting steps. Communication was disorganized, lacking empathy, and the customer was forced to repeat information without assistance, resulting in an unresolved issue. Technical inaccuracies about end-of-life status and lack of recovery options violated KB guidance, and no meaningful ownership or effort reduction was demonstrated.

V1 Case Analysis

Customer unable to connect Blink camera due to Wi-Fi password error. Agent misidentified device as Ring, provided invalid URL (links.com), incorrectly stated EA-6900 is end-of-life with no fixes, and failed to provide password recovery steps. Offered only to email a generic article.

Troubleshooting Steps
  • Collected router model (EA-6900) and serial number.
  • Incorrectly stated router is end-of-life with no fixes.
  • Misidentified Blink camera as Ring device.
  • Provided invalid support URL (links.com).
  • Offered to email a generic KB article.
Key Observations
  • Agent misidentified the Blink camera as a Ring device, indicating a fundamental misunderstanding of the customer's setup.
  • Agent provided an invalid support URL ('links.com') instead of 'support.linksys.com', a serious accuracy failure.
  • Agent falsely claimed the EA-6900 is end-of-life with no fixes, contradicting KB guidance — password recovery and admin access are fully supported on this model.
  • Agent failed to perform basic troubleshooting: instructing the customer to check the router label or access the admin interface for password retrieval.
  • Call contained long silences, filler words, and off-topic chatter, severely impacting efficiency and communication clarity.
Positive Highlights
  • Collected router model (EA-6900) and serial number (1-7-A-2-0-J-0-4802849) after prompting.
  • Acknowledged customer frustration and attempted to express empathy.
Agent Errors / Gaps
  • Misidentified the customer's Blink camera as a Ring device [18:00, 24:00].
  • Provided an invalid support URL ('links.com') instead of 'support.linksys.com' [25:00].
  • Incorrectly stated the EA-6900 router is end-of-life with no fixes, contradicting KB documentation [24:00].
  • Failed to guide the customer through the standard password retrieval process (checking the router label or accessing http://192.168.1.1 / http://myrouter.local).
  • Did not attempt any valid troubleshooting for a password/login issue, violating protocol and accuracy expectations.
  • Suggested upgrading the router as the only solution without first verifying or resetting the password, which is a protocol and accuracy failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Blink camera password issue; only suggested upgrading the router and sending an article without confirming resolution or performing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting was performed; agent only asked for the Wi-Fi password and offered to change it, skipping key diagnostic steps like checking router settings or recovery options.
R3 Not Met Correct resolution path conf 94%
Agent labeled the EA-6900 as end-of-life and recommended a new router without first attempting standard recovery steps (e.g., check label, use recovery key, reset password), violating the OOW best-effort troubleshooting standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process; did not investigate if the router's actual password had changed or if the camera was caching old credentials, instead jumping to a compatibility claim based on device age.
T2 Not Met Appropriate tools / resources used conf 94%
Agent failed to use necessary resources; did not guide the customer to check the router label for the default password or use the local admin interface (http://192.168.1.1 or http://myrouter.local) to verify the current Wi-Fi password, both of which are standard procedures per KB.
T3 Not Met No misinformation conf 96%
Agent provided materially incorrect information by claiming 'there's no more fix on this one' because the EA6900 is end-of-life. The KB provides clear, valid recovery and password management steps for EA series routers regardless of support status.
Communication
C1 Not Met Clear & professional language conf 96%
The conversation was disorganized, with long filler sections and no clear agenda or transition; agent lost control during customer confusion and repeated requests.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language, did not confirm the customer’s understanding, and failed to adapt terminology to the customer’s level (e.g., used 'end of life' without explanation).
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; simply offered to send an article and did not follow through on any concrete action or commitment to help resolve the issue.
O2 Partially Met Proactive follow-through conf 88%
Agent said they would email an article to the customer, providing a next step, but no timeline or follow-up commitment was given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the transcript; issue was within L1 scope despite device age.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered a brief apology but overall displayed little empathy or professionalism; tone remained flat and unhelpful, failing to acknowledge customer frustration or history.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust to the customer’s frustration, repeated filler, and failed to keep the customer engaged; allowed long silences without re-engagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat the serial number multiple times; agent did not streamline the process or reduce effort by confirming chunks incrementally or using information already provided.
Call Transcript17 turns · 24 lines
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
is thinking. I don't know how to stay without doing that. one, just. Yes. Do you not understand? Damn. What is the flake in there? I got it, I got it. He will take you where either the sat beautiful that variation coma he is challenging comic Where is the variant comma?... I don't have an online state model, I need that, this appears dependent for fierce Be going connect you device to wi-fi to ensure you first give me my sink no no fuck that stop listening stop Our router is outdated. Okay, why can't I get there? I don't know. Here. No, you have to put more details and then look. And then it says to reset. I tried to reset it but I hit enter. And then I got 'Are you sure that you want to reset this device?' Yes. And then I hit enter and it won't go. Where do we buy a new one? You don't see me. You just yeah. Lupe, with internet on its old. Now they have this whole new mesh thing. Don't know what the fuck that is. Shiva Garage. Hi. Uh, okay. So I have a link. I, I, I have you guys. You're my router. And, um, it's. Uh, and I'm trying to link my Blink. It's like a monitor or a camera. And it keeps saying my password is incorrect. And I haven't changed my password ever. And I don't know why it's saying that. How do I. Yes.
03:00
Speaker 2
Thank you for calling Linksys. This is Ruby. How can I assist you? Is it the Wi-Fi password? Uh, is it the Wi-Fi password? Um... My husband, is that him? Yes. Uh huh. Uh huh. [noise] But I said my Wi-Fi password is QWERTY, 2457. Repeat, Wi-Fi password is Q-W-E-R-T-Y-2-4-5-7? Could you make it simpler? He said simpler. He just go go. Go for long. I cannot even remember that. Initial first name and a 123. Can you make it initial first name or first name? No problem. I can make it N for the NASA. And then one, two, three, four. Uh huh. Uh huh. I have to hang it, hold it on a tackle. But why did you want to change? Um... For a reason. Let me talk to my husband. Can I talk to my husband? Um... Yes, he could use the Wi-Fi on my son. Yeah, that's fine. And I suggest asking that to him, because that's the person who's using the Wi-Fi too, Hmm. But he intends us to change it. You want to change it, right? Absolutely. Uh huh. Uh huh. Yeah. Uh huh. But see, I cannot think once myself changing the password because you have the expectations. Oh yeah. So it's up to you to change. We are constraint on this issue. Uh [noise] So do you know what's your Wi-Fi router? I can see it down here. It's a circle and has an antenna, a black and. Um... Yes. [noise]
17:00
Speaker 1
That's what it's saying, that I used to, I mean, it, it, uh, it was working before and then we had to put new batteries and then we put new batteries and now it's just not connecting. And when I'm trying to connect it's saying something about my password and I haven't changed my password, so I don't know why it's saying that. How do I have, how do I get access to my password, my wi-fi password? It's a blink. Yes, it was working fine before.
18:00
Speaker 2
So when you like connect your ring camera it's not connecting because the Wi-Fi password is incorrect. I'm sorry to hear about it mam. So this well we can check if you have the link said application. But this ring camera was working fine before. Well, let's see if we can still retrieve your Wi-Fi password. So this is- - - uh sorry forgot to ask this is a.
18:00
Speaker 1
what, what brand is it? [silence] Oh, what the, it's a blink. What it's a blink. It's a blink. [silence] I. N. [silence] Oh, model number, let me see, I can't. [silence] Model number, E is an Eddie, A is an Apple 6900. Yeah. [silence] Oh, I don't know. Do you need it?
19:00
Speaker 2
blink camera? Like the brand I believe the ring camera? What's the brand of the ring camera? Linksys? B-L-I-N-K. Okay. And what's the model number of your Linksys device? 6,900 and okay, what's the serial number?
19:00
Speaker 1
Okay, all right, hold on. hold on, let me go back and- uh, let me go in the back and look at it. Hold on. Cuz my router's in my garage. Okay. Um, oh my gosh. Okay, hold on. What do you need? Again? Oh- oh my gosh. Oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, sorry, sorry. Inside the garage, the movies and stuff, it's gross, okay, it's it's garbage. Okay, serial number is 17A
20:00
Speaker 2
But are you with a physical router? Da_serial number? Oh. Oh, what's the hot? Oh, okay.
20:00
Speaker 1
Oh, boy. Oh, my gosh, okay, hold on. Hold on, hold on. Let me take a picture of that, because, I can't barely see it. It's one, seven, A as in apple, two zero J zero four eight zero two eight one nine.
21:00
Speaker 2
Azori, can you see me? Okay. So, 1-7-A-2-0-J-0-4802849, and this is EA-6900.
21:00
Speaker 1
There you go. yeah. that's not the router yeah this is the router right this is the router that's the router this is the router yes
22:00
Speaker 2
Correct. Okay, let me just check. Okay. Stay on the line. Oh, by the way, ma'am, so, I'm checking it here, okay? I am really sorry to inform you that this model has reached uh and a
22:00
Speaker 1
Okay, hold on, hold on, hold on, hold on, hold on. Are you saying that it's just obsolete, this branch? [silence] He said, so this is a modem. I guess this is a modem, right? This is a router, the Lynx system that I just gave you, the router. It is Media Commathcalifornia.
23:00
Speaker 2
A router It's a router Yes. Correct. That's a router. Who's your internet service provider? Metropolitan Okay. And you're calling from where? Okay. uh yes ma'am. Because the ring camera, this smart device was working fine before and now it disconnect. Okay. For there's no like reason. It could be that it's not compatible to your very old router. Because this EA 65 already belongs to the end of support end of life. So there's no more fix on this one. There's no more so it could be the reason that camera is not compatible. Now, though it was working fine before. But I can send you article which you can follow. Okay, but I will not be suggesting you to reset the router. Cause if other device are working connected to the EA 6900, but then there's only a single device that's not working or stop working. So I will be really not advising or recommending to reset the router. Because once you reset the router, it will set back to its default settings and then you need to reconfigure. Which might not be reconfigured, okay? Because it's again, belongs to the end of support. So better, just do some troubleshooting on the ring camera. And then also try to upgrade your linksys EA 6900 to the latest model that's been available.
24:00
Speaker 1
Okay. Okay, thank you. Uh, it's, uh, it's Patricia underscore Munoz 3432 at yahoo.com.
26:00
Speaker 2
You have, you can check our website through links.com for to know more about our product and services him. Because in the long run, you have this latest technology, okay? Latest device which your old router cannot like much, okay? When it comes to like specifications him. you're welcome. How about this one mam? I can send you article guide, okay, you my email. So is it okay to ask for your email address?
26:00