V2 Rubric Detail — fdbf47a8-634c-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 15:16
Duration
14m 45s
Contact
Frank Payton
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132589
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot password

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to follow required non-destructive password recovery procedures for a WHW01 mesh system, provided technically inaccurate information, and defaulted to a paid support model without attempting resolution. No troubleshooting, empathy, or ownership was demonstrated, leaving the issue completely unresolved.

V1 Case Analysis

Customer (Frank Peyton) reported forgotten Wi-Fi password and solid red LED on WHW01 Velop router. Serial 25010606911750 not found in system; device deemed out of warranty. Agent offered $15 paid support. Customer declined. No troubleshooting steps provided for password recovery or LED diagnosis.

Troubleshooting Steps
  • Requested serial number and model
  • Performed warranty lookup using serial
  • Asked about router LED status
Key Observations
  • Agent confirmed model WHW01 and serial number, supporting basic protocol compliance.
  • Warranty lookup was attempted, and agent correctly inferred out-of-warranty status due to no system record.
  • No technical troubleshooting provided for password recovery or red LED issue, despite both being actionable per KB guidance.
  • Agent failed to offer basic self-help steps (e.g., factory reset, default password location, or LED troubleshooting) before offering paid support.
  • Call featured poor structure, long silences, and repeated questions without progress.
Positive Highlights
  • Agent collected serial number and model (WHW01) as required.
  • Performed warranty lookup and communicated out-of-warranty status based on system evidence.
  • Asked about router LED status, showing awareness of diagnostic indicators.
Agent Errors / Gaps
  • **Technical Accuracy (KB Contradiction):**
  • - Failed to provide KB-backed steps for Wi-Fi password recovery (e.g., factory reset, default password on label, or admin login via `http://192.168.1.1` or `http://myrouter.local`).
  • - Did not troubleshoot solid red LED per KB guidance (e.g., power cycle, check WAN connection, or verify ISP status). Solid red on Velop typically indicates no internet or hardware fault, both of which require basic triage.
  • - Offered paid support without first providing safe, basic triage steps that should have been offered regardless of warranty status.
  • **Protocol:**
  • - Did not verify customer access to router admin interface or physical hardware before ending the call.
  • - Failed to offer self-help resources (e.g., KB article, email with steps) after customer declined paid support.
  • **Communication:**
  • - Poor call control with long silences and disorganized flow.
  • - Repeatedly asked about router LED status without acting on the information.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the password issue or offered a valid recovery method; closed with no resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken (e.g., recovery key, login via myrouter.local); only asked for serial/model.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to $15 out-of-warranty fee without attempting non-destructive recovery via recovery key, which is required by KB for WHW series.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified 'forgot password' but asked no diagnostic questions (e.g., recovery key, LED state meaning) or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., admin UI, recovery key lookup, firmware check); relied solely on serial lookup with no technical follow-up.
T3 Not Met No misinformation conf 93%
Agent incorrectly implied the default password on label is always valid, but WHW01 uses a setup-created admin password, not label password.
Communication
C1 Not Met Clear & professional language conf 91%
No clear agenda set; long silences; agent lost control and failed to guide toward resolution.
C2 Not Met Confirmed understanding conf 90%
Agent used vague language (e.g., 'default password yes') and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided responsibility by shifting to a paid support model instead of attempting resolution.
O2 Not Met Proactive follow-through conf 94%
Only next step was to provide a receipt; no actionable steps given to recover password or access router.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a password-recovery issue.
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 93%
Agent showed no empathy; did not acknowledge frustration over forgotten password or out-of-warranty charge.
X2 Not Met Tone & rapport conf 92%
Agent maintained a mechanical tone; customer repeated information and expressed confusion without adjustment.
X3 Not Met Overall experience conf 94%
Customer repeated serial and model multiple times; agent failed to reduce effort or streamline process.
Call Transcript25 turns · 26 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 serial number ready for assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's 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.
00:00
Speaker 1
Hi. I forgot my password for this. Wi-Fi.
02:00
Speaker 2
Thank you for calling. My name is Gerald.
02:00
Speaker 1
and they told me to call you. I call my Wi-Fi provider and because you guys your device is in our system to to call you. Now I'm just now looking on the bottom of this device and it does have a a password. Hi. And you guys are wrote that in little bitty tiny letters SK a. C T K I Z U just a minute.
03:00
Speaker 2
Yeah. a default password I'm saying, it's a default password, but it is a default password. hmm, what's that? right
03:00
Speaker 1
L vwhk LLVW okay uh huh is that my password did you say yes okay hell if I know I don't know if I changed it or not I just know I can't get into it well I could throw the thing away and go buy a new one
04:00
Speaker 2
Yes. The default password, yes. Yeah, it's a default password. Again, if you change it, then use the password you created. But if you did not, then that should work. [silence] I'll figure out how to fix your problem then.
04:00
Speaker 1
The serial number is, just a minute. I don't have a model number. [silence] they don't have a model number on here. Go to model number, uh, a name, a password, a recovery key, a serial number, and a Mac address. [silence] huh? 25F10.
05:00
Speaker 2
It should have... we can start with that. We can start with the serial number. What is a serial number?
05:00
Speaker 1
6 069 11750. Yeah. Yeah. Oh, yeah. Oh, shit. 25 106 069 117 50.
06:00
Speaker 2
Let me read it back to you. So that's 25F as in Freddy-10606911750, correct? Hm, so I used to be seeing one number. Let me double-check. [silence]
06:00
Speaker 1
oh there's a there's the model number w h w 01 w h w 01 that's the model number huh okay uh uh do what sir [silence]
07:00
Speaker 2
having from can you confirm this is serial number then well can you check the model number this is probably the w H W 0 1 but I'm not sure and how many what do you got how many link is written do you have total thanks
07:00
Speaker 1
How many what? How many what? My name is Frank Peyton, P-A-Y-T-O-N. F-P-A-Y-T-O-N at gmail.com. If that would be. Well now my Wi-Fi, Uh is to vote fiber. [silence]
08:00
Speaker 2
That's okay. What is your first name and last name? Let me credit ticket for you. And what is your email address? All right. Thank you. Who is your internet provider? Did you say Google Fiber?
08:00
Speaker 1
No. I think the internet is that vote fiber. B as in Bob, B-O-L-T fiber. [silence]
09:00
Speaker 2
Your internet provider, Velcom. Okay. Uh, checking. What is the light of the router? The mesh node. [silence] What is the light of the router? The mesh node.
09:00
Speaker 1
What is the, what now? Um well, it was, it was green a moment ago, uh, but I'll look and see what it is now. It's red. Uh solid. They're blinking. Kind of fading away and blinking. Yeah. Um well, uh I guess it's true. True.
10:00
Speaker 2
what is the light of your uh router what is it? the light on the top [silence] uh blinking red or a solid red [silence] and and how many linksys routers do you have total? like how many of that do you have total? oh got one two or three [silence] you know [silence]
10:00
Speaker 1
I didn't purchase it. I called I called whoever was either my phone company or or the vault Fiber and one of them brought this said, Oh, that thing is your system is so old. So they brought this stuff out. They brought in Nokia little black device and these uh two white Linksys deals. and and uh they didn't I didn't pay for them. I didn't pay nothing.
11:00
Speaker 2
So I checked the serial number that you provided. I got the result now. Based on the serial number that you provided, it does not show any data here. So do you remember when and where you purchased this one? Oh.
11:00
Speaker 1
They, they just brought them out and installed them. And they worked for good for, I don't know, ever since they put them in, probably a year or two ago until about a week ago or I started saying, what the hell's going on with my, uh, usage, you know, uh, seven gigabytes instead of, instead of two gigabytes. And when I would look at that auto reconnect, uh, I couldn't, it would come on. When I'd look at it a minute or two later, and it turned itself off. So, I've been operating without Wi-Fi. And didn't know it. And you want $15 to do what? To assist me. The device are out of warranty. The Linksys devices, they're out of warranty. Uh.
12:00
Speaker 2
Well, we'll figure out what to do with that. However, since it does not show the data here, this would be deemed as out of warranty. And for out-of-warranty devices, we charge $15.00 to assist so you'll pay for that. It's non-repairable to assist you. Yeah, that is correct. Yes. Since the device is outside of warranty. Correct. It looks like your Lenovo laptop is out of warranty. Unless, yeah. That is correct. Unless you can provide a receipt for this, then I can update the warranty. [silence]
13:00
Speaker 1
Well, why not I call them up and tell them come out here and install some new ones? OK, I'll give them a jingle. OK, thank you. Yeah.
14:00
Speaker 2
like I said it does not showing the data here so this will be deemed as out of warranty. [silence] I need a receive a copy of the receipt to update to warranty. [silence] well that's up to you but if you want us to help you with your linksys router we're happy to help you with that it's just that we need to follow a process too. [silence] I understand that. You have other questions with your linksys devices? [silence] I have a good one take care.
14:00