V2 Rubric Detail — fb1b8672-6029-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:28
Duration
14m 32s
Contact
Bern Geringer
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132243
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: configuration - change Wi-Fi password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide troubleshooting due to out-of-warranty status despite OOW best-effort requirement, effectively avoiding responsibility for customer’s urgent issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to resolve a critical connectivity issue for a customer with a medical device, citing out-of-warranty status to deny support despite the OOW standard requiring best-effort troubleshooting. No escalation was provided despite explicit request and medical urgency, and the interaction lacked empathy, technical engagement, and ownership, resulting in a complete failure to assist.

V1 Case Analysis

Customer unable to connect after changing Wi-Fi password; agent incorrectly refused free support due to out-of-warranty status and offered only to email generic steps. Customer has CPAP machine dependency. No resolution achieved.

Troubleshooting Steps
  • Requested serial number multiple times.
  • Confirmed the new password is visible in the Linksys app.
  • Incorrectly informed customer that out-of-warranty status prevents free technical support.
  • Offered to email generic password-change guidelines.
Key Observations
  • Agent incorrectly stated that out-of-warranty status prohibits all free technical support, contradicting Linksys policy that allows basic triage.
  • Failed to provide the correct procedure: forgetting the Wi-Fi network on the phone and reconnecting with the new password.
  • Ignored customer's medical urgency related to CPAP machine and did not escalate or offer emergency assistance.
  • Did not create or reference a HappyFox case, violating case management protocol.
  • Repeatedly asked for serial number despite having sufficient information to identify the model.
Positive Highlights
  • Correctly identified the product model MR8300 from the serial number [08:00].
  • Confirmed that the new password was visible in the Linksys app, showing some diagnostic effort [04:00–05:00].
Agent Errors / Gaps
  • Incorrectly claimed that out-of-warranty status blocks all free technical assistance [11:00, 12:00, 13:00].
  • Did not provide the correct procedure to resolve Wi-Fi password mismatch: forget network and reconnect [10:00, 11:00].
  • Repeatedly asked for serial number after already identifying the model MR8300 [06:00–08:00].
  • Failed to acknowledge or escalate the medical urgency involving the CPAP machine [11:00, 12:00].
  • Did not create or cite a case in HappyFox, violating case management protocol.
  • Misrepresented support policy by implying customer must pay for basic password reset guidance.
  • Did not validate whether the new password was correctly applied on the router despite app confirmation.
  • Ended call without transferring to supervisor after explicit request [13:00–14:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Wi-Fi password issue and explicitly refused free support due to OOW status, leaving the customer unable to connect critical medical equipment.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only gave generic advice to use the app or web UI without verifying the password change or guiding the customer through reconnection.
R3 Not Met Correct resolution path conf 98%
Agent denied assistance solely due to out-of-warranty status, violating the OOW standard requiring best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions or identify root cause; simply repeated customer’s statement and offered no analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., verify settings via admin interface) despite having the model and serial number; relied solely on customer description.
T3 Met No misinformation conf 97%
Agent correctly stated that Wi-Fi password changes are made via the Linksys app or router web UI — technically accurate per KB documentation.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to frame the interaction, lost control when customer expressed urgency, and did not guide the conversation toward resolution.
C2 Not Met Confirmed understanding conf 96%
Agent misnamed the customer ('Bern'), used inconsistent terminology, and did not adapt language or confirm understanding despite clear distress.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to assist without paid support, offered only to email generic guidelines, and abdicated responsibility for resolution.
O2 Not Met Proactive follow-through conf 95%
Promised to send email with no specific timeline or confirmation; no follow-up commitment made despite customer’s urgent medical need.
O3 Partially Met Closure confirmation conf 92%
Agent acknowledged prior contact ('welcome back') but re-asked for serial number and did not reference previous case details.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer explicitly requested a supervisor due to medical urgency and dissatisfaction; agent refused and did not escalate, violating escalation protocol.
E2 Not Met Escalation prep & handoff conf 97%
No escalation was executed despite clear trigger; agent did not inform customer of escalation path or next steps.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy for medical emergency, remained transactional, and prioritized policy over customer’s urgent need.
X2 Not Met Tone & rapport conf 96%
Agent maintained a rigid, scripted tone despite customer’s escalating frustration and failed to adjust pace or engagement.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial number multiple times; agent did not leverage known information or streamline process.
Call Transcript29 turns · 29 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 dot com. Please have your device 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 select from the following options. Please have your devices 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. Thank you for calling Linksys. This is Spice. How can I help you? [silence]
00:00
Speaker 1
Yeah, I changed password on my device, and now I cannot access anything. When I go to my settings in my phone, um, let me let me go to that. And I push Wi-Fi. Um, my old password is still in on this, in my settings on my phone. Um. How how how do I change that. I changed my password. Yeah, I changed my password. And when I go to my settings, um, it's it's not allowed.
01:00
Speaker 2
K. let me clarify again. You want to know your Wi-Fi you changed you
01:00
Speaker 1
[silence] [laugh] me to sign in and and get online. It says unable to join the network. Yes. Yes. Yes. That's [laugh] Right. So how. How. How do I. Um how do I update the password in my settings? Yes, let me get the Lenxus app. Hold on please. Okay, I have the app open.
02:00
Speaker 2
All right. So you changed your password, your Wi-Fi password, but when you try to connect, it will not let you join the network with the new password you created. Are you using the Linksys app?
02:00
Speaker 1
i have the app open Hello? Are you still there? Okay. I have the app open Yes Okay Wi-Fi settings. Okay And my My my my passwords are in there correctly. That I changed them to [silence] I
03:00
Speaker 2
Yes. Okay. Uh, you have the Linksys app open? Uh, can you go to the, uh, tap on the menu icon and then go to Wi-Fi settings.
03:00
Speaker 1
but when I go to my settings on my phone, it it has the old password and it it I can't sh I don't know how to change it. Yes. Yes, it is. it is not uh, yeah, it it's not showing in my settings uh the new password. Yes, yes, yes. Okay. Okay. Now the app
04:00
Speaker 2
Are. So, you went to the Wi-Fi settings on your app and the Wi-Fi name is the same as your Wi-Fi name you're using now. And the Wi-Fi password, it's already changed, the Wi-Fi password. The, Wi-Fi. So, the password shown on your app is the previous password you're using before. So, it means, uh, then it only means that you have not really saved your new Wi-Fi password because your app is still showing your previous Wi-Fi password. So, .
04:00
Speaker 1
the Linkace, app, your app, it's showing that it did save them, because it's showing the correct password that I changed it to. Yes. Yes. Yes it is. Okay. That would be going to my settings, I guess. Okay. Wi, fi.
05:00
Speaker 2
So, on your Wi-Fi settings, under the Wi-Fi name, the Wi-Fi password, it's already changed to the new password you've uh created. All right. Then uh try to refresh your Wi-Fi on your phone.
05:00
Speaker 1
It's just going around in a little circle. Unable to join the network, office, it's not, it's not letting me join it. And when I go in and it still has my old password in there. How do I change that? Okay, here let me, let me get it again. Uh, it's two ninet, v 1 1 M two C A O seven 1 15. [silence]
06:00
Speaker 2
All right. Before we proceed, ma'am, can you provide me the serial number of your Linksys product?
06:00
Speaker 1
29 B-11 MC Well, I'm sorry. 112, but let me start over. 29 B11 M-2 C.A07115 [silence] No, no, V as in VICTOR. [silence] No. No. No. A for alpha. 0 3.
07:00
Speaker 2
Sure, you can see that again. [silence] Let me verify again. The serial number is 29V for Victor 11M for Mike 2C for Charlie A for Alpha, 80729V for Victor. [silence]
07:00
Speaker 1
, 715. Yes. Seven. Yes. Yes, it is. No, another, no, no, I do not. And and I, when I called in, you you you told me to change the why, the password, which I did but now it won't change in my settings. I do
08:00
Speaker 2
So two nine V11 M-2C A for alpha. And then zero seven and one one five. All right. Let me check. So the serial number you provided is the serial number for your linksys product model MR, 8300, is that correct? And you only have this a Linksys product, no other nodes or extender. [silence]
08:00
Speaker 1
just need to know how to change it in my settings and I'll think I'll be okay.
09:00
Speaker 2
I'll create [silence] record for [silence] uh [silence] welcome back [silence] this is not your first time calling [silence] right [silence] [silence] Uh-huh. [silence] Let me verify your name is [silence] all right.
09:00
Speaker 1
Okay, I did I did. It changed it in the, in your app, but it's not changing it on my, in my settings on my phone for Wi-Fi. It still has the old password and it's unable to join. How do I change that password? [silence]
10:00
Speaker 2
Alright, so if you want to change your Wi-Fi setting, just you see, you just need to go to your Linksys app or to your router's web user interface to make changes on your Wi-Fi password, but All right. Uh that's easy, Bern. Uh I can walk you to the guidelines on how to change your Wi-Fi password, but I have to [silence]
10:00
Speaker 1
Okay, man. All I want to do is if you could just tell me how to change my password in my settings so I can get online. I have a machine here, a C-Pap machine that we violentlyly need and it won't work without the Wi-Fi settings. And I just just need to know how to change it in the app, but it didn't change it in my in my apps on my phone. I understand. I'm going to get a new system. But right now, I [silence]
11:00
Speaker 2
Upon checking on our systems, it seems that your router AT&T300 is already out of warranty. Its warranty status expired. Yes. Mm-hmm. Mm-hmm. Yes. Right, yes, right. But, yes. Oh. Yes. Yes. That's why I'm explaining to you, Bern, that I can walk you through the steps, but I have to tell you that your product is out of warranty, so therefore, I could not provide you a free technical support. That's why.
11:00
Speaker 1
Oh my. I'm not going to be keeping this unit. I'm going to be buying a new one. I don't want to have to pay for paid support if I'm getting a new one next week. By the time they send it to me. Right. You know, I understand that. But man, I need it today because I have a CPAP machine here that cannot be used, and it's a critical situation.
12:00
Speaker 2
Yes. Okay. Yes. I ... Yes. Uh, and that is why I'm explaining to you that I can only provide you assistance if you apply for a paid support, because your product is out of warranty. So I cannot provide you free, uh, technical support. Because your product... but that is a new product, but that's a different router. And that router, I will provide you free assistance. But with this router you have, it's already out of warranty. Okay. All right. [silence]
12:00
Speaker 1
Just need to know how to change my password in my settings, please. I mean, I'm sorry. Okay, can you can you can you please connect me to a uh can you connect me to a supervisor? I don't think you're understanding my predicament here. Well, I understand, ma'am. Ma'am, you're not understanding. This is a medical thing now. It's it's it's a medical issue now. All I need to know is if you can please help me change my password in my settings. You told me to change the password, which I did. Now I'm unable to get on anything.
13:00
Speaker 2
All right. Since you don't want to apply for the paid support, I can send you the guidelines on how to change your Wi-Fi password through email. It's, uh, it's still the same burn. I will have to reiterate to you that your product is out of warranty. So even if you call for another agent, it's still the same. Mhm [silence] No, I didn't told you to change your password. I only asked you
13:00
Speaker 1
Okay. Okay, man. No. Please let me talk to a supervisor, please. Okay. Just please connect me to a supervisor.
14:00
Speaker 2
Sure, to check on your Wi-Fi settings, if it is still the same Wi-Fi name. It's still the same but I will send you the guidelines on how to change your Wi-Fi passcodes. If you want another agent to provide you assistance, you can end the call and it will be redirected to another agent. But I will...
14:00