V2 Rubric Detail — 02f346b4-81db-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 12:28
Duration
9m 24s
Contact
+447377472116
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137618
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer would like to know which devices are currently connected to his Linksys network.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall54.0% (-2.0)

V2 Grader Summary

The agent provided a technically accurate recommendation to change the Wi-Fi password but failed to conduct meaningful diagnostics (T1, T2) or demonstrate empathy (X1). While the suggested step was appropriate (R3 Met), the lack of confirmation, deeper investigation, and customer-centered communication resulted in only partial resolution of the unknown devices issue.

V1 Case Analysis

Customer reported four unknown 'network device' entries on the router dashboard. Agent advised changing the Wi-Fi password to disconnect them but did not verify device identities, confirm model/serial, or provide additional security guidance. Issue not confirmed resolved.

Troubleshooting Steps
  • Collected customer contact information (name, email, phone).
  • Requested and received serial number (FTM6252286).
  • Advised changing Wi-Fi password to disconnect unknown devices.
  • Suggested checking for hidden devices.
Key Observations
  • Agent failed to identify product model (SPNM62) despite clear serial number provision.
  • Provided incorrect navigation instruction: 'incredible Wi-Fi' [07:00] — should have directed to http://myrouter.info for SPNM6x series per KB.
  • No attempt to guide customer through identifying unknown devices via MAC address lookup, renaming, or isolation using guest network or MAC filtering.
  • Advice to change Wi-Fi password is valid but incomplete; no follow-up steps to re-secure network or verify removal were provided.
Positive Highlights
  • Collected customer contact information (name, email, phone).
  • Requested serial number, which was provided and usable.
  • Correctly identified that changing Wi-Fi password can disconnect unauthorized devices — a valid general security practice.
Agent Errors / Gaps
  • Failed to identify product model despite clear serial number (FTM6252286) indicating SPNM62 (SPNM6x series).
  • Provided incorrect navigation instruction: 'go to incredible Wi-Fi' — should have directed to http://myrouter.info for SPNM6x series per KB.
  • Did not verify or explain correct steps for changing Wi-Fi password on SPNM6x series via web interface.
  • Did not offer additional security measures (MAC filtering, guest network, device renaming) to identify or isolate unknown devices.
  • Did not confirm whether the password change was implemented or if unknown devices were removed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent suggested changing the Wi-Fi password to disconnect unknown devices, which is a valid mitigation step, but did not confirm resolution or verify that the unknown devices were removed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent offered a single actionable step (change Wi-Fi password) that could help isolate unauthorized devices, but did not conduct deeper investigation (e.g., checking MAC addresses, device types, or using filtering), limiting troubleshooting depth.
R3 Met Correct resolution path conf 90%
Agent selected an appropriate resolution path (password reset) for suspected unauthorized access, consistent with security best practices in the KB, without inappropriately dismissing the issue or escalating unnecessarily.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process; did not ask for MAC addresses or probe device behavior, jumping straight to a password change without narrowing the cause despite the customer already being in the web interface.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available resources appropriately; did not guide the customer to use MAC filtering (documented in KB) to block specific unknown devices, relying instead on a global password change which is a high-effort workaround.
T3 Met No misinformation conf 95%
Advice to change the Wi-Fi password to disconnect unknown devices aligns with KB guidance on network security and is technically accurate and safe.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed the interaction loosely, collected necessary information, and provided a next step, but transitions were abrupt and lacked clear structure or expectations for the customer.
C2 Partially Met Confirmed understanding conf 80%
Agent used mostly plain language but introduced terms like 'instant devices' without clarification and did not consistently confirm the customer's understanding beyond basic acknowledgment.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from contact to close, gathered required information, and provided a solution without unnecessary transfers or avoidance of responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a next step (change Wi-Fi password) but did not set a realistic timeline or offer follow-up commitments, though the action was self-contained and did not require scheduling.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history to reference or handoff needed, as confirmed by Assessment 4.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope and a resolution path was provided, per Assessment 4's confirmation of first-contact status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer's frustration or express empathy; tone remained purely procedural and transactional without sincere recognition of the customer's concern about unauthorized devices.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent tone and provided clear instructions, but did not actively adapt communication to check comprehension or adjust for potential customer confusion about the unknown devices.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition of information but the suggested solution required significant customer effort (reconnecting all devices) without exploring more targeted alternatives like MAC filtering to reduce friction.
Call Transcript16 turns · 18 lines
Speaker 1
Oh, hi, I'm just calling in regards to when I'm trying to set up my Linksys router. I'm on the dashboard menu and I've noticed that there's some devices connected to the main arm. I don't recognize them and I'm not too sure whether any of my devices have been connected to it. And that's the thing. So I'm trying to figure out what it is, but it just says on the dashboard network device and it's got the MAC address. So I don't know if this is part of the package or if it's like an unknown device trying to connect that's connected in. I'm on the web interface now. Yes, sir. Um, it's Ethan and then last name is Delacruz. Uh, 07, 3,77,7, um, 4,7,2 1,1,6. Uh, it's, uh, Lima Echo Delta Uniform.
00:00
Speaker 2
Okay, is it on the Linksys app or the web interface? Under the web interface. Yeah. Now, before we proceed, sir, let me gather your information and cloud, including the router information to create the record here in our system. Okay. what's your first name and last name? San de la Cruz. And your call back number? How about your email?
01:00
Speaker 1
Charlie Kilo India Oscar Oscar Kilo India Echo 23 at Duck.com. Yes. Duck.com. No IE POAL kitchen 23 at Duck.com.
02:00
Speaker 2
dot-com. I guess that's... that's L-E-D-U-C-K-I-E-O-O-K... sorry. [silence] and how many...
02:00
Speaker 1
I've got one. I've got the node. I got two nodes. So one is the seven and the other one is the, I think it's the six. I'm not too sure. The smaller one. [silence] Oh, okay. One second.
03:00
Speaker 2
So you have two [silence] devices. [silence] okay now kindly provide the serial number of the main router or the parent node.
03:00
Speaker 1
Oh, it. It is FTM 6,252-2-86. uh community fiber. [silence] Yes, so I'll got the, I also got the, um, the 10 GB multichannel connect and thing and the Pinnacle 2.0 mesh router. Yeah. Oh, I'm just trying to figure out what's connected to the, um, router at the moment. So I'm on the devices, and I've noticed there's four, um, devices on here that says network device, and it's not got any information apart from the fact that it's all connected to the router. So I don't know if this is a default.
04:00
Speaker 2
OK, so you have two Linux devices and you're currently on the web interface. And what are you trying to do with the web interface? Have you tried to.... Yeah, but have you tried to click the.... OK. So let's
05:00
Speaker 1
Yeah. Yeah, yeah, I'm on there now. Um, and then that's where I'm seeing the Ford network devices. So, um, I just don't want to, um, remove them. Oh, actually, can I even remove them? Oh, no. Yeah, that's the thing. Um, so I can see that, but I just don't know what these four devices are because I don't know if they're mine or if they're part of the, like a Linksys, like, software package where. Um. Because obviously, I don't recognize these names. And they all just say network device. Whereas I've already renamed the ones that I'm using currently. So, this current phone and then my laptop. [silence]
06:00
Speaker 2
a menu icon, so that you can go to the instant devices, because on the instant devices, that's the option wherein you can check what are the devices currently connected to your network. [silence] But tell me what devices do you have in your end?
06:00
Speaker 1
Currently, um, the known devices I've connected, um, so far are only three. But then I've got an additional four that's coming up, uh, that has a network device as like the name of it. So I don't know if like, I said if that's part of the the thing. The uh, uh, is there a way to hard kick everything out? Uh, okay, no worries.
07:00
Speaker 2
Yeah, but if you're not sure of the device, you can actually try to change your Wi-Fi password for that one to disconnect. Yes. And then you need to connect your device manually to the new Wi-Fi password that you just created. All you need to do is go to incredible Wi-Fi, and then, yeah, you can create your own Wi-Fi name.
07:00
Speaker 1
for okay okay thank you yeah of course oh oh true I recently changed the post it I don't know what what is this one two three four interesting okay no problem
08:00
Speaker 2
the Wi-Fi password or just change the password and try to connect your device in your line system network. okay, but of course, you have just failed it to call us back if you need more assistance. And you can check also, it might be your hidden devices that are currently connected in your network. Maybe you have other devices.
08:00
Speaker 1
That's fine. Thank you. you too. Take care. I bought. Salama, thanks. Bye. Bye, bot, take care.
09:00
Speaker 2
Okay. You're welcome Eze Fun. And. Have a great day. Take care and bye for now. Oh, wow, you're welcome.
09:00