V2 Rubric Detail — 0433941e-6446-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 20:58
Duration
14m 36s
Contact
Marie Virzi
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132840
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Computer login password incorrect

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall43.7% (-22.3)

V2 Grader Summary

The agent correctly identified the login issue as likely beyond Linksys support scope and avoided providing incorrect technical advice. However, no meaningful troubleshooting was performed to confirm router functionality, and the customer was dismissed without verification or self-help guidance, resulting in an unresolved outcome. While technically accurate, the interaction lacked diagnostic rigor and effort reduction.

V1 Case Analysis

Customer reported inability to log into computer due to password rejection; issue identified as computer login problem outside Linksys scope. Advised to contact a computer technician.

Troubleshooting Steps
  • Requested serial number
  • Clarified that airplane mode was on the computer
  • Confirmed inability to log into computer due to password rejection
  • Determined issue was not router-related
Key Observations
  • The issue was correctly identified as a computer login problem outside Linksys support scope.
  • Agent maintained appropriate scope boundaries and did not attempt unsupported troubleshooting.
  • No technical inaccuracies were found in the agent's guidance per the KB.
  • Protocol gaps remain: no model number, no warranty check, no case creation.
Positive Highlights
  • Agent correctly identified the issue as a computer login problem, not a router or Wi-Fi issue.
  • Provided accurate guidance that Linksys cannot assist with computer passwords, setting proper expectations.
  • Directed the customer to an appropriate resolution path by recommending a computer technician.
  • Maintained a polite and professional tone throughout the call.
  • No technical inaccuracies were found in the agent's advice when cross-referenced with the KB.
Agent Errors / Gaps
  • Did not obtain product model number, which is a protocol miss for any product-specific support.
  • Did not verify warranty status or create a support case, which are procedural failures.
  • Initial questioning was inefficient, spending time on device info before confirming the issue was out of scope.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was a computer password problem and directed the customer to hire a technician without resolving the reported Wi-Fi connectivity symptom or confirming internet functionality through the router.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not perform meaningful troubleshooting of the router or network; only asked the customer to toggle airplane mode and open a website, without checking Wi-Fi settings, signal, or router status.
R3 Partially Met Correct resolution path conf 85%
Agent correctly recognized the login issue was likely OS-level, but failed to first verify basic network functionality (e.g., can other devices connect?) before dismissing the case as out of scope.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify clear symptoms related to the router, asked no diagnostic questions about network configuration, and jumped to a conclusion without ruling out router-side issues.
T2 Met Appropriate tools / resources used conf 80%
No tools were necessary or available for a computer login issue, and the agent appropriately did not attempt remote access or request router login, which would have been irrelevant.
T3 Met No misinformation conf 95%
Agent accurately stated Linksys support scope and did not provide any technically incorrect information about router capabilities or settings.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but failed to set expectations, clarify the scope of support at the start, or guide the customer through a structured diagnostic process.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and avoided jargon, but did not confirm understanding after key statements or adapt to the customer’s repeated confusion about airplane mode vs. login issues.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned the interaction from start to finish, did not transfer, and made a judgment call based on perceived scope — even if incomplete, the effort was self-contained and responsible.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a next step (hiring a technician) but did not offer any follow-up support, callback, or self-service resources to help the customer independently.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted, as the issue was deemed out of scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and professional but did not acknowledge the customer’s frustration or express empathy for the difficulty they were experiencing.
X2 Partially Met Tone & rapport conf 75%
Agent responded to the customer’s pace and tone reasonably well, though missed opportunities to clarify confusion between airplane mode and password issues.
X3 Not Met Overall experience conf 85%
Customer had to repeat serial number and personal details; agent did not use the information efficiently or prevent redundancy in the conversation.
Call Transcript28 turns · 28 lines
Speaker 1
P.clear all name monitors important to products our support team is available no with the president for
00:00
Speaker 2
Welcome to links this 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, 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. [silence] Thank you for calling, so it's good, my name is Gerard.
00:00
Speaker 1
Logging in. Uh, and I see that my Wi-Fi is on airplane mode. Can you help me with this? Yeah, that's what it shows. Uh, can you- Yes. Okay, uh, where do I find that? There's a number right on top of the router. Uh, under links. Is. Would that be it? I'm not too familiar with these things. Uh, let me check the bottom. Just the [silence]
01:00
Speaker 2
Wait a second, your Wi-Fi is on airplane mode? All, all guess that's on the phone, but notrouter, your let's figure out what to do with that, but can you give me the serial number and and model number of your router? Okay.
01:00
Speaker 1
In case, uh, can you hold, please? Alright, Alright, thank you just one second please OK, OK There's so many numbers, uh wireless network Uh Wireless password Uh Serial 14Y, 30 J.
02:00
Speaker 2
Yeah, sure, it's at the bottom, so yeah, you can check the serial number there and model.
02:00
Speaker 1
Okay, you don't need any other numbers? I could put it down. Right, thank you. [silence]
03:00
Speaker 2
yeah you can put it that I got the model here [silence]
03:00
Speaker 1
Okay. Yes. Yeah, my name is Marie, M-A-R-I-E. Last name is V as in victor, I-R-Z-I-Verzi. Uh, email address is-Germain versus gmail.com. Yeah. Mama spelled M-O-M-M-A Verzi. Yeah.
04:00
Speaker 2
What is your first and last name again, the spelling? And what is your email address? And it at gmail.com, right? Okay, and who's your internet provider?
04:00
Speaker 1
my phone [silence] the phone I'm using is a Panasonic [silence] this never happened before I'm not sure why you know
05:00
Speaker 2
I don't use the phone.
05:00
Speaker 1
Spectrum could not help me with this. oh no, I'm not using my uh, cellular phone right now. it's a landline. I just clicked on something and I mean, I guess uh, Spectrum told me that uh, because the um uh, router is not theirs, I should call you. They gave me your phone number, the Linq phone number. and they said to call you because uh
06:00
Speaker 2
Right. Um, wait, wait, hold on one second. Your phone, is it iPhone or Android? Oh, so, alright, so how did you now? So how did you know that the Wi-Fi is on airplane mode?
06:00
Speaker 1
the problem may be the Wi-Fi uh the internet yes this is the no no no this is um uh this is a uh what do you call it um desk computer [silence] oh yes [silence] well no that I have no cable with them I have the internet and I have uh I have phone and internet with spectrum [silence] so yeah I think I have the Wi-Fi
07:00
Speaker 2
What are the devices you have that you the laptop, iPad, tablet? [silence] Okay, and that is connected directly to the, right, er [silence] ethernet cable.
07:00
Speaker 1
on this computer and uh you know the internet everything runs on the air the phone the internet uh my Wi-Fi now I click to on the Wi-Fi it says it's an airplane code or mode I'm sorry. So could that yeah uh okay it's off now but it comes back on like the the symbol comes back on even though for a second it showed thought it was a card that's what it showed as and now uh that's what it connects to uh the internet so now i have the internet um i got it
08:00
Speaker 2
Can you press the airplane, the airplane symbol, press that to turn it off.
08:00
Speaker 1
of the airplane mode is in gray rather than missing rather than blue. Yes, the Wi-Fi is run next to this airplane mode. Uh, and it's in purple or blue, the Wi-Fi. Now it's off. Did you want it off? Okay. It's on.
09:00
Speaker 2
What happened now? And your computer is now connected to the Wi-Fi, right? You can see the Wi-Fi now, right? Can you click on Wi-Fi? Can you turn that on? Yeah. Turn it on. No.
09:00
Speaker 1
But, the airplane mode is still on, I guess. Okay, good. I don't know why the symbol shows there. But it's gray, yes. Uh, yeah. Looks like, yes. Oh, so what do you want me to click on? Uh, the [silence] the [silence] the [silence] the
10:00
Speaker 2
All right. If it's grayed out, that means it's turned off. And all right, and also, there's now a Wi-Fi symbol, right? The bottom, at the bottom right corner of the screen, right? There's now a Wi-Fi symbol, correct? Now, can you try to open a website yet? Like any website you want to access, anything. Anything. Like, go to Facebook or Instagram.
10:00
Speaker 1
Okay, like if I turn my computer on, uh, it shows that it says password. When I try to put my password, I just don't, it doesn't take it. It doesn't allow it. That's where, you know, my problem is that I can't log in at all. Yes. Um, I can't log into my computer at all, right? It shows, uh, you know, you understand? It won't take, uh, it won't take my password, and if I choose other options, it will not allow that either, you know.
11:00
Speaker 2
Yes, Emma. Wait. I'm confused now. So you can't log in to your computer, but you can connect to the Wi-Fi? Oh, I see. Yeah, I think I understand it now. [silence]
11:00
Speaker 1
OK. OK, so like Spectrum, they supposed to help me with this. Hopefully. Oh, I see. Hmm. Uh-huh. OK. This is something to do with the hardware then uh that the computer has. Uh, all right, I'll do that.
13:00
Speaker 2
We can only help with languages brothers. Um, it would be best to hire like a computer technician for that. yeah. Yeah, because that that's a computer password and we cannot help with that. We can only help with internet problem. It can be a hard.
13:00
Speaker 1
Oh, software, yeah. Oh, gosh. Okay, well, thank you for your, um, help and your effort. Uh, you know, I'll have to call a technician, I guess. Okay, thank you so much. Have a great day. Bye-bye. [silence]
14:00
Speaker 2
And hope you have a nice day. yeah I guess you're gonna need that you too bye.
14:00