V2 Rubric Detail — 183934fe-606e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 23:35
Duration
7m 35s
Contact
Deborah Noorda
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132340
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_Device Reconfiguration due to breached internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving the core issue by redirecting to ISP and deferring action to a post-call email, effectively abandoning the resolution path during the interaction.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
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 resolve the customer's urgent request to change Wi-Fi credentials after a security breach, skipped all standard troubleshooting and recovery procedures, and evaded ownership by redirecting to the ISP. No technical accuracy, call control, or empathy was demonstrated, resulting in an unresolved case with clear avoidance behavior triggering an auto-zero.

V1 Case Analysis

Customer wants to change Wi-Fi name/password after breach; agent advised modem reset, did not give admin-UI steps, promised email with instructions.

Troubleshooting Steps
  • Requested model and serial number (partially captured as EA7681 and 21P10C).
  • Asked if modem had been replaced.
  • Incorrectly suggested modem factory reset/replacement as prerequisite for Wi-Fi changes.
  • Promised to send email with instructions post-call.
Key Observations
  • Agent incorrectly stated modem reset/replacement is required before changing Wi-Fi credentials, contradicting KB guidance.
  • No guidance provided for accessing router admin UI (192.168.1.1 or myrouter.local) to change SSID/password, despite it being the standard resolution path.
  • Model EA7681 and serial 21P10C were partially captured but not confirmed or validated.
  • Customer was misdirected to contact ISP for modem reset, which is irrelevant to the requested Wi-Fi change.
Positive Highlights
  • Agent acknowledged customer's security concern and urgency.
  • Agent offered to send follow-up email with instructions, demonstrating an attempt to provide next steps.
Agent Errors / Gaps
  • Incorrectly claimed modem reset/replacement is required before changing Wi-Fi credentials, contradicting KB guidance.
  • Failed to provide correct steps to access router admin UI (192.168.1.1 or myrouter.local) for Wi-Fi credential changes.
  • Did not confirm or validate product model EA7681 or serial 21P10C despite partial capture.
  • Did not discuss warranty status or support eligibility, missing opportunity to clarify next steps.
  • Allowed customer to end call without confirming ability to perform self-help steps or access admin UI.
  • Misdirected customer to contact ISP for modem reset when router-only action was sufficient.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue of changing Wi-Fi name/password; instead, redirected to ISP and promised post-call email that was not confirmed as received or followed up on.
R2 Not Met Diagnostic thoroughness conf 93%
Agent skipped basic troubleshooting steps such as accessing the router UI or using the recovery key, and immediately asked about modem replacement without diagnosing the router.
R3 Not Met Correct resolution path conf 92%
Agent suggested factory reset as a solution path without first attempting non-destructive methods like password reset via recovery key, which is against protocol for changing Wi-Fi credentials.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify specific symptoms or ask relevant diagnostic questions about the router’s state; instead jumped to unverified assumptions about modem compromise.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., admin UI, recovery key, remote access) were referenced or used, despite being appropriate and necessary for resolving Wi-Fi credential changes.
T3 Not Met No misinformation conf 88%
Agent incorrectly claimed the router's firewall 'will not let anyone... block any access' — a technically inaccurate and misleading statement about security capabilities.
Communication
C1 Not Met Clear & professional language conf 90%
Agent did not establish control of the call; conversation lacked structure, with repetitive 'okay' responses and no clear agenda or transitions.
C2 Not Met Confirmed understanding conf 89%
Agent used vague, non-adaptive language and failed to confirm understanding when the customer expressed confusion between modem and router actions.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent deflected responsibility to Spectrum and did not take ownership of resolving the Wi-Fi security concern, despite it being within Linksys support scope.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending an email with instructions after the call, providing a next step, but did not specify content, timing, or confirm delivery.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue, which should have been resolved at L1.
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 did not acknowledge the customer's reported security breach or express empathy; interaction remained detached and procedural.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, unresponsive tone and did not adapt to the customer’s anxiety or confusion about network security.
X3 Not Met Overall experience conf 91%
Customer was forced to repeat the process later and contact ISP unnecessarily; agent added steps instead of reducing effort.
Call Transcript11 turns · 12 lines
Speaker 2
Last name. T-P-R-S-N. And your current email. And your current phone number. all right thank you, and how many links this device do you have? me have the serial number.
01:00
Speaker 1
. We're looking for the model number. A350. Yeah. What kind of number of the model? Model. Oh, oh, it's E, as in echo, A, as in alpha, B, as in Bravo, 7, as in echo, 6. 8. 1. Okay. 8. 7. [silence]
02:00
Speaker 2
And what is the model number? And who's your internet service provider? All right, can you please repeat the serial number? That's two one P for Paul, one zero C for Charlie. What's the next number for that? All right, please proceed. What's the next number? Or until the end.
02:00
Speaker 1
Okay, we, we had an internet breach in our home yesterday, and we want to reset the, um, the Wi-Fi name and and password and and inspector, will this pay to call you that they couldn't do it for us? Original officer? I don't know what it went, but I had an internet breach and they were in my computer and in my bank account. Coming through our Wi-Fi. So we want to change the codes. We're, we're very insecure right now. And we, so we're afraid of.
03:00
Speaker 2
okay thank you how may I help you with this router right? may I know the reason why you want to reset the wifi name and password did it go back to its original password and wi-fi name? okay okay okay did you did you already make sure that you have replaced the modem before
03:00
Speaker 1
I did what? I mean we turned everything off. Yeah. I'm not sure what you're asking us to do. Yeah. I don't understand. Everything is turned off now. No, they told us we called them to ask for help resetting our Wi-Fi and they told us we had to call you. They gave us your number.
04:00
Speaker 2
Before we can, um, suggest, uh, instructions how to, um, Factory reset your Linksys router, then, did you already secure that the modem was already replaced? Because [silence] yeah. Did you already ask your firmware provider to alsofactor y reset the modem? [silence] Okay. Yeah, because you were asking for the Wi-Fi. Um, we can actually, uh, give you instructions how to, uh, Factory Reset your Linksys router. However, uh, just to inform you, okay, that your Linksys has its own firewall that will notlet anyone that's connected to your network block any access from them. [silence] Okay.
04:00
Speaker 1
That's what we're trying to do. Okay. Okay. Okay. Okay. [silence] Let me ask you a question. Do we have to do the modem first before we do the router? So then, yeah, then, if you could send us the instructions and I'll call back, if we don't we don't understand them and can't figure it out ourselves, we'll call back and pay, you know, pay someone to help us. I think that makes the most sense. Does that make the most sense? [silence]
05:00
Speaker 2
yes. yes. yeah sure. No worries. okay. if it seems to be difficult on your end is the time you can
06:00
Speaker 1
Okay, that yeah, that makes more sense. So we'll call spectrum back and tell them that we need to that they need to reset our modem, because they didn't tell us that even though, okay. I'm not sure why they didn't help us with that. Okay. Oh, thank you. Um, have you you've sent that to me? Okay, thank you. Thank you for your help. Bye bye.
07:00
Speaker 2
Can call us back. Mm-hmm. Correct. Mm-hmm. All right. You're welcome. Yeah, I'll create the email first. I'll send it over after the call. Thank you. You're welcome. Thank you for your time. Bye-bye.
07:00