V2 Rubric Detail — ff6a2d90-6f57-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:05
Duration
11m 14s
Contact
Mary Jaskowiak
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134536
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_Password concern
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by declaring device 'end of support' and deflecting to self-service AI without attempting any troubleshooting, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly declared the E7500 v2 'end of support' to justify inaction, and deflected the customer to an AI tool without resolving the password issue. This constitutes avoidance/evasion (Auto-Zero B), resulting in an unresolved case with no ownership, poor communication, and no technical progress.

V1 Case Analysis

Customer unable to log into E7500 V2 router admin interface. Agent incorrectly stated device is end of support, provided invalid URL (support.dot linksys.com), and failed to offer password recovery steps. Directed customer to check Wi-Fi password instead of admin password. No valid resolution path provided.

Troubleshooting Steps
  • Collected model number (E7500 V2) and serial number
  • Incorrectly declared device end of support
  • Directed customer to check Wi-Fi password on label
  • Provided invalid support URL
Key Observations
  • Agent incorrectly claimed the E7500 V2 is 'end of support' — E Series routers are still eligible for support regardless of age; warranty status determines eligibility, not product generation (per universal_support_contacts.md).
  • Provided an invalid support URL: 'support.dot linksys.com' — this domain is not listed in the KB and appears to be a hallucinated ASR variant. Correct URL is support.linksys.com (per universal_support_contacts.md).
  • Failed to offer any password recovery method — for E Series routers, the only recovery option when the admin password is forgotten is a factory reset (per ea_series_password_login.md).
  • Misdiagnosed the issue — customer cannot log into router admin, but agent treated it as a Wi-Fi password problem (per adjacent_connecting_devices.md vs ea_series_password_login.md).
  • Call contained multiple long silences and repeated questions, indicating poor call control and efficiency.
  • Agent did not verify if customer could access the local web interface (http://192.168.1.1 or http://myrouter.local) — a critical step before diagnosing login issues (per ea_series_password_login.md).
Positive Highlights
  • Correctly captured the exact model number (E7500 V2) and serial number (18L20S09-715353) as provided by the customer.
  • Collected the customer's email address (melanie@gmail.com) for potential follow-up.
Agent Errors / Gaps
  • Incorrectly stated the E7500 V2 is 'end of support' — contradicts KB guidance that support eligibility is based on warranty status, not model age.
  • Provided invalid support URL: 'support.dot linksys.com' — not a valid Linksys domain per KB.
  • Failed to provide correct password recovery steps — factory reset is required for E Series routers when admin password is forgotten (per ea_series_password_login.md).
  • Misidentified the problem as a Wi-Fi password issue instead of a router admin password issue — customer explicitly stated they could not log into the router admin interface.
  • Did not verify if customer could access the local web interface (http://192.168.1.1 or http://myrouter.local) — critical for diagnosing login issues.
  • Did not mention the correct local access URLs or default login behavior for E Series routers (per ea_series_password_login.md).
  • Allowed long silences and repeated information requests, indicating poor call control and efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; instead directed customer to self-service AI tool and closed the case without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed—agent skipped diagnostics and went straight to declaring end-of-support status.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated end-of-support status as a reason to stop helping, violating OOW best-effort standard by offering no troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause—asked no diagnostic questions about password attempts, recovery key, or recent changes.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—did not guide customer to access admin UI, check recovery key, or perform power cycle despite being necessary for password recovery.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the E7500 v2 is 'end of support'—Linksys KB does not define 'end of support' as a cutoff for all assistance; OOW devices still qualify for best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure—agent used repetitive 'okay', long silences, and failed to set expectations or maintain control.
C2 Not Met Confirmed understanding conf 93%
Agent used generic, non-adaptive language and did not confirm understanding or adjust to customer’s technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by immediately redirecting to AI tool without attempting resolution or committing to follow-up.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested trying the label password—a valid next step—but provided no timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the information provided.
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 showed minimal empathy—no acknowledgment of frustration, repeated issues, or inconvenience caused.
X2 Not Met Tone & rapport conf 93%
Agent maintained a robotic tone, failed to match customer’s pace, and did not engage emotionally or check comprehension.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by sending them to an external AI tool and not resolving the issue directly.
Call Transcript20 turns · 21 lines
Speaker 1
Hi. Hi, how are you today? Well, I'm better now that I found my serial number. So, all of a sudden today, my um my unit is not accepting my password. So, I don't know if I need to reset it. I've been in this town house since June and I've never had a problem till today. So, what do I need to do? [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service your call may be monitored. Please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty product paid support options may be available depending on the issue. [silence] Thank you for calling Linksys. This is Scarlett. How may I help you um I'm good ma'am. How about you ? Okay. Okay. Okay. So you're having problem connecting a wireless device. [silence] Mm-mm. Because the wireless password, it's not working. Okay. Ma'am, have you called linksys before? Or this is the first time. Okay. Alright. Okay. May I have your phone number? [silence] Okay. And you don't know the company, the name of the company. Okay. Okay. Alright. And may I may the model number and trade number of your linksys device? [silence] And one more thing, may I know what's your best time to be reached? Contact us through our Facebook Messenger. Ask linksys.
00:00
Speaker 1
Is E as in elephant A as in apple 7500 V Victor 2. Correct. Pardon me I'm from from the US. It's one the number one eight L as in Larry ? 20 S as in Sam 09-715353.
02:00
Speaker 2
E for Edward, A for Apple, 7500. V for Victor, 2. And you're calling from what country ma'am? US. You're calling from US or Canada? Okay. And how about the serial number of this device? Okay let me check if I got the correct serial number. So that's 1-8-L. for Larry 2 0 S for Sugar 0 9
02:00
Speaker 1
Correct. My iPad and my phone. And my laptop. Yeah, everything was working until noon today. pardon me. No.
03:00
Speaker 2
715 353, okay, and what device you were trying to connect, ma'am? Okay, that this was like working, okay, so was this working before with your phones, your iPad? Okay, and was there an outage before you encounter this problem? was there any internet outage, electric outage? Okay, okay, all right, so, um.
03:00
Speaker 1
You got it. Correct. [silence] Hey, you did very well. Yes, that's me. Yeah, there's no capital letters. It's M-E-L-A-N-I-J-A-S-K-O-W-I-A-K.
04:00
Speaker 2
It's just, um, like suddenly, um, stop like none of your devices are connected, correct? Okay. There's a possibility, Ma'am, that it might be some settings on your router right now that is not set up or it's not communicating to the modem. So, um, before we start, Ma'am, using your phone number, I was able to pull up a record here. Is it under Miss Mary Jeske? Uh-huh. All right. Uh-huh. All right. Okay. Thank you. And can I have also your email address, Ma'am, to complete your record? Uh-huh. Uh-huh. Uh-huh.
04:00
Speaker 1
at Gmail. Sorry. Correct. Yeah. There's no E on Melanie though. Just so okay. Yeah. Pardon me, on my my iPad. Um, when I pull it up, okay. Now it's now it's there. Now it's there. But it it's asking for my password and that's where I run into the problem because it says it's incorrect password. And what I'm using is the password I was given when I moved in here. Uh your phone breaks up. I'm sorry. What did you ask me?
05:00
Speaker 2
Okay, so that's Melanie, and then your last name at gmail.com, right? Yes, this is an I. All right. On your laptop, Mom, it shows disconnected. Uh-huh. Is it the same name that you have? Okay, all right this. Um, is it the same name that you have before? What you can
05:00
Speaker 1
Right. Everything's, the, same. It's just the password all of a, sudden is not working.
06:00
Speaker 2
the password. Let me just inform you ma'am about the status of your router. you chose it here in our um system that the router that you have is an E7500 version 2. This router ma'am um is already um end of support. um that means um Length is um is no longer providing um technical support for this router and
06:00
Speaker 1
Who is, who, do you know who is [silence] you, all right, you said it's support.Linksys.com. okay. all right. So, so you're no longer working with my equipment because it's obsolete.
07:00
Speaker 2
You may know, ma'am, you can actually use our AI tool on our website, support.linksys.com where you can search articles there on how to check the Wi-Fi password. And the AI tool also, ma'am, will give you steps on how to check the Wi-Fi password. Okay? Uh, yes, it's support, yes, L-I-N-K-S-Y-S dot com. So that's support.dot linksys.com. Um, um, yes, ma'am, it's already on and of support.
07:00
Speaker 1
The name my Wi-Fi is five three five three 5G as in gorilla, H as in hippo, Z. I'm sorry. How many names are on this account? Oh, there's a ton of them, because this is a townhouse community, and it's all, they're all on the same, um, they're all linked as products on the same
08:00
Speaker 2
Um right now ma'am at the bottom of your router there is no information about password. what's the name that you can find it there one on your tablet. how many names you can detect there? how many names? yes. ma'am. if you're going to view the Wi-Fi on your ipad how many names. how many Wi-Fi names that you can see it there.
08:00
Speaker 1
System. Yes, yes. And that's the name that's in on the the router. Yeah, the one five three, five three. It is link receiving and that one five three five three is part of the serial number. I have to get to my router. I'm just using the password I was given when I moved in here. [silence]
09:00
Speaker 2
he had that number that you provided that name is that the name that was given to you when you move in Like it was on the router um like pasted on the router it shows links this or not mm-hmm. And do you use that password at the bottom of the router?
09:00
Speaker 1
you said it's on the back of the router? Oh, I see where it is. Okay. all right. I will try that one. I may have uh had it written incorrectly. So let me try that one and then I'll call you back if I can't get it, okay? all right, thank you. thanks, Carla. bye. just a bunch of crap. Oops, sorry, Carla. Yeah, it's okay. sorry. I was trying to hang up.
10:00
Speaker 2
Yes. Underneath? Mm-hm. Okay. Okay, ma'am. Okay. Mm. Right. You're welcome. So thank you for calling, Link's. This is Karla. Have a great evening, ma'am. You're welcome. Okay, Pela, ma'am. I'm going to...
10:00