V2 Rubric Detail — 183de82e-7ec7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:28
Duration
7m 16s
Contact
234-650-0029
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall36.8% (-27.2)

V2 Grader Summary

The agent failed to provide accurate technical guidance by claiming remote password changes aren't possible, contradicting KB. While suggesting a power cycle, the agent did not utilize available tools or guide the customer through admin steps to force reauthentication, leaving the issue unresolved. Basic communication and ownership were shown, but lack of proper troubleshooting and verification resulted in no meaningful outcome.

V1 Case Analysis

Customer changed admin password and wanted to force logout of all devices. Agent advised power-cycling the router. No model/serial collected, no access verified, no outcome confirmed.

Troubleshooting Steps
  • Explained that a router reboot will refresh passwords and drop existing sessions
  • Instructed the customer to power-cycle the router (unplug, wait, plug back in)
Key Observations
  • Agent correctly identified power cycling as a method to force session refresh after password change (ACCURACY).
  • Agent failed to confirm the customer's ability to access the router admin interface before suggesting a reboot (PROTOCOL).
  • No product model or serial number was collected (PROTOCOL miss).
  • Agent did not verify the outcome after the suggested action (RESOLUTION impact).
  • Communication was disorganized, with unclear phrasing and poor call control (COMMUNICATION).
Positive Highlights
  • Provided technically accurate advice that a router reboot can force session refresh after a password change (ACCURACY).
  • Correctly stated that remote logout is not possible on standard Linksys routers (ACCURACY).
  • Avoided unnecessary escalation or complex procedures (EFFICIENCY).
Agent Errors / Gaps
  • Did not verify router model or serial number (PROTOCOL).
  • Did not confirm whether the customer could access the admin panel before suggesting a reboot (PROTOCOL and EFFICIENCY).
  • Did not confirm resolution after the power-cycle (RESOLUTION).
  • Communication was unclear and disorganized, with poor call control (COMMUNICATION).
  • Initially misunderstood the issue as Wi-Fi password change instead of admin password change (ACCURACY, but corrected later).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed password change success or device disconnection; only suggested power cycle without verification.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent acknowledged password change and suggested power cycle as a basic step, but skipped deeper troubleshooting like checking device list or admin access.
R3 Partially Met Correct resolution path conf 90%
Agent offered power cycling as a workaround but failed to guide customer through proper UI steps to force reauthentication, indicating a suboptimal resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (devices remain connected after password change) and inferred cache/stale session as cause, leading to power cycle suggestion — limited but not absent diagnostic logic.
T2 Not Met Appropriate tools / resources used conf 95%
No KB, app, or web interface guidance used; agent ignored available self-help tools that could resolve via admin steps.
T3 Not Met No misinformation conf 97%
Agent stated 'No. You cannot do it remotely,' contradicting KB confirming remote management via app or https://linksyssmartwifi.com is possible.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent gave one clear instruction but lacked structure, repeated phrases, and failed to close with confirmation or next steps.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language appropriate for non-technical user but relied on filler and did not confirm understanding or adapt beyond repeating advice.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on call and attempted to help without transferring, showing basic ownership, but provided incomplete guidance and disengaged prematurely.
O2 Partially Met Proactive follow-through conf 92%
Agent provided single next step (power cycle) but no timeline, success criteria, or follow-up plan established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted for this standard configuration issue within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I'm sorry' twice and was polite, but showed no specific empathy for frustration about devices staying connected.
X2 Partially Met Tone & rapport conf 85%
Agent maintained calm tone and pace but used repetitive phrasing and did not check comprehension, leading to robotic interaction.
X3 Partially Met Overall experience conf 88%
Agent avoided unnecessary repetition but required full router reboot instead of guiding through targeted solution like logging out devices via UI, increasing effort.
Call Transcript8 turns · 8 lines
Speaker 1
This message has been transcribed. One moment, while I notify the caller. This message has been transcribed. One moment, while I notify the caller. Hello.
04:00
Speaker 2
Hi, thank you for calling and links with technical support. This is Rio. How can I assist you for today?
04:00
Speaker 1
Hello. Hey, I wanna uh, Mm-hmm. Um, I wanted to change my password and then have everybody get kicked off. Yes. Mm-hmm. Mm-hmm, yeah, I just changed it. I just changed it at the admin panel and but everything stayed logged in. Um, we don't even know. I just, I just did, but didn't, everything still stayed on. Oh, yeah, wouldn't've this handy. Thank you.
05:00
Speaker 2
Oh, hello, sir. Hello. Oh, yes, sir. This is Rio from Lynxes technical support. How can I assist you for today? Uh, a password for the Wi-Fi, are you referring to sir? Okay. Uh, do you happen to know your account for Lynxs? So you can, all right. Okay. Uh, just to set proper expectations, sir, in our end, we don't have any, uh, any tools that we are going to try to change your password. However, I can try to walk you through only through the website. Mm-hmm. Now if by chance or, uh, if by chance or that you've already changed the password, and other accounts.
05:00
Speaker 1
how do i do that? can i do that through the app? Okay. All right but we'll only do that. I can't why get i can't quite get to the box right now. I didn't know if i could do it remotely. Okay. All right I'll figure it out. And then it'll reset. And then I'll reset.
06:00
Speaker 2
we've found that password and still it did not change. Now I'm uh I think you might need to uh power cycle your device. The Linksys device. And then turn it back on. Turn it off. Yeah you just need to turn off the router and turn it back on. You're remote. Alright. Anything else? I'm sorry. Okay. No. You cannot do it remotely. The you need to unplug and then replug the router. Alright. I'm sorry.
06:00
Speaker 1
Mm hmm. Mm hmm. Okay. All right. Appreciate you. Mm hmm. Bye-bye.
07:00
Speaker 2
power cycle the devices since you've mentioned that you've changed it through the app or to the website it will refresh it's passwords all right have a nice day sir bye bye for now
07:00