V2 Rubric Detail — 08898bb6-8072-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 17:24
Duration
10m 16s
Contact
Angela
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137042
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the node as bridge
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent avoided all substantive troubleshooting, provided factually incorrect information (future support end date and wrong brand email), and abdicated responsibility by offering only an unverified email solution without confirming resolution. The interaction was marked by poor communication, lack of ownership, and no progress toward solving the customer's Wi-Fi password retrieval issue, resulting in an unresolved outcome and triggering an auto-zero for avoidance/evasion.

V1 Case Analysis

Customer called about retrieving Wi-Fi password for a Cisco router. Agent failed to obtain model/serial number, incorrectly stated device was out of support (support ended in 2025), and misheard email as 'vobbiem' instead of 'bobbiemceco@gmail.com'. No troubleshooting steps taken. Email instructions sent to incorrect address.

Troubleshooting Steps
  • Asked for model number (unsuccessful)
  • Declared device out of support without verification
  • Attempted to collect email address (incorrectly recorded)
Key Observations
  • Agent provided materially false technical information by claiming support ended in 2025 without verifying model or warranty status — this contradicts KB guidance and constitutes a serious accuracy failure.
  • Email address 'bobbiemceco@gmail.com' was clearly stated by customer but repeatedly misheard as 'vobbiem' and 'vforboy', indicating failure in active listening and communication.
  • No technical troubleshooting was performed — agent did not guide customer to access router admin page (192.168.1.1), check default password on label, or attempt login with default credentials, all of which are standard password-recovery steps per KB.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
  • Agent correctly identified that the number provided at [04:00] was a MAC address, not the model number.
Agent Errors / Gaps
  • Failed to collect required device information (model, serial), preventing proper eligibility verification and troubleshooting.
  • Provided factually incorrect support eligibility statement claiming support ended in 2025 — no Linksys/Cisco product has a support end date in 2025.
  • Misheard and incorrectly recorded customer's email address multiple times, leading to communication failure and ineffective resolution path.
  • Did not offer any valid troubleshooting steps for retrieving Wi-Fi password per KB (e.g., accessing router admin interface, checking default password label).
  • Incorrectly limited support options to email only despite self-service resources being available for password recovery.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution of the Wi-Fi password retrieval; offered only an email with instructions but did not verify success or provide alternative steps.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed; agent only asked for the model number and declared the device end-of-support before attempting any troubleshooting.
R3 Not Met Correct resolution path conf 90%
Agent identified the device as out-of-warranty but provided no actual troubleshooting attempts (e.g., no firmware, factory reset, or login guidance), and dismissed the customer with an unverified email offer without explaining OOW limits.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (forgot Wi-Fi password) or ask relevant diagnostic questions; only requested the model number and declared support ended.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, remote session, logs, or KB) were used or referenced; agent relied solely on verbal exchange despite available self-help options.
T3 Not Met No misinformation conf 97%
Agent stated support ended in '2025 August' (future date) and provided a Linksys email (customersupport@linksys.com) for a Cisco device, which is factually incorrect and misleading.
Communication
C1 Not Met Clear & professional language conf 96%
Long silences, repeated requests for the same information (email address), no clear call flow, and loss of control during customer confusion; agent failed to guide the interaction effectively.
C2 Not Met Confirmed understanding conf 95%
Agent repeatedly misheard and failed to confirm the customer's email address, leading to corrections and confusion; no adaptation to customer's repeated misunderstandings or accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of resolving the issue; handed off responsibility to an email with no follow-up commitment, accountability, or verification of delivery.
O2 Not Met Proactive follow-through conf 93%
Only next step was 'wait for my email' with no timeline, sender confirmation, or guarantee of delivery; no realistic timeline or completed follow-up.
O3 Not Applicable Closure confirmation conf 90%
No prior case history indicated; appears to be the first contact with no handoff or continuity issues observed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed, and none was warranted for a password recovery request on a legacy device; issue was within L1 scope but unresolved due to agent failure.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy or acknowledgment of customer's frustration; agent remained procedural and dismissive despite communication breakdowns and repeated errors.
X2 Not Met Tone & rapport conf 94%
Agent failed to adapt communication style to customer's confusion (e.g., repeated email corrections), did not check comprehension, and used a one-size-fits-all tone.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat their email address multiple times; agent created unnecessary effort by not clarifying efficiently or using available information.
Call Transcript17 turns · 19 lines
Speaker 2
Welcome to the Cisco small business support team. For quality assurance, your call may be monitored. Some products will not have support available, while other End of Life products will have self-help options available. Please have your serial number ready and stay on the line for assistance. This is May. In the call, please make sure you mention that the serial number could be looked up first from this page. So can they hear you? Please mention to the caller that if no response is made, the call will be dropped after 30 seconds. Start of the call in small business. This is May.
00:00
Speaker 1
I'm yet hello. I log my password from my Cisco device. Hello. I have a Cisco router. You need the model number and what
01:00
Speaker 2
Hello. hello. Hello. what Cisco device is that what's the model number? can you hear me good? Cisco router. I need the specific model number. model number. Hello. just the model number I just want to confirm I since you're calling for a Cisco router most of our service cost for they're not this device. You
01:00
Speaker 1
[silence] 10 minutes. [silence] Just a minute. [silence]
02:00
Speaker 2
Routers are end of support already. And for me to confirm that, I need the model number.
02:00
Speaker 1
Hello? Just a minute. Which number do you need? The three on the back. Which one.
03:00
Speaker 2
Yes. Uh, model number, Uh, you will see it on top of the router, can you see their E1000? E-2500?
03:00
Speaker 1
No, the numbers that I see are on the back. [REDACTED_CARD_NUMBER]and uh no. No. It has another number. 3 81
04:00
Speaker 2
okay uh okay let me just check this one here then one second I cannot see any results here from my end. can you see their labeled on top of your router? can you see E2500? E2500 That's going to be the Mac address. Uh-huh. Alright. And now I need you to focus on top of your router. You will see there Cisco. And right below it, can you see E1000? Yes. Or E, 1200? Right below the Cisco logo. Okay, thank you. I just want to confirm that. Uh-huh. You forgot your Wi-Fi password? And for you to like, um, check your Wi-Fi password, you need to log in.
04:00
Speaker 1
Can you send the email to a check because my emails I'm not working [silence] no, I, no, I own learned. I am only gonna be [silence] send email. If you maybe um, you [silence]
06:00
Speaker 2
Your router settings. Now, for the support, interesting. You're calling for a legacy router which we don't manufacture anymore and the support for that one already ended way back year uh 2025 last month August. So, for the technical assistance via phone, it's no longer eligible. I can only send you email and that email contains instruction and how you can check your Wi-Fi password. [silence] Via text. Um, we don't have option here. E maybe you have another email that is working. What active email you have?
06:00
Speaker 1
Do be MTC O y 86@ gmail.com. [silence] I have to go in and fix it. [silence] I guess I'll have to get it later.
07:00
Speaker 2
[KEEP_UNCERTAIN] and that is no longer working that email. I see. 'cause the only option here from my end is only email no text option. So if there's uh, okay. what's that email again that you have? Say that one more time.
07:00
Speaker 1
B O B B I What email are you sending? Which one are? Which email are you sending it to? What? What did I say? It seems like you said something about a D in that email. I didn't say. I didn't mention a D. Okay.
08:00
Speaker 2
The email that will be sent from us, okay? Our email is customersupport@linksys.com. Customer support@linksys.com. The one that you've provided to me, vobbiem. The one that you told me. Yeah, it's all vforboy. You've already corrected that. B for boy, oscar, B for boy, b for boy. Ie Mceco
09:00
Speaker 1
Gmail.com. Thank you.
10:00
Speaker 2
All right, just wait for my email bomb. You're welcome. Bye bye.
10:00