V2 Rubric Detail — 1b2f0846-7ae5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:53
Duration
9m 43s
Contact
Joseph Barrera
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#EOS00136367
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent provided technically accurate guidance by directing the customer to the default WiFi password on the label, but failed to verify success, offer further troubleshooting, or demonstrate ownership, communication, or customer experience best practices. The call ended without resolution confirmation, resulting in an Unresolved outcome.

V1 Case Analysis

Customer forgot Wi-Fi password on EA7350; advised to use default password printed on router label. No further steps provided to change password via router UI.

Troubleshooting Steps
  • Confirmed product model (EA7350) and serial number (00QK7H386)
  • Advised customer to locate and use the default Wi-Fi password printed on the router label
Key Observations
  • Agent successfully confirmed the product model (EA7350) and serial number (00QK7H386), contrary to initial assumptions.
  • Agent correctly advised using the default Wi-Fi password printed on the router label, aligning with KB guidance in `adjacent_connecting_devices.md` and `universal_password_login.md`.
  • Agent omitted critical steps to guide the customer through accessing the router’s web interface to change the password, as outlined in `ea_series_password_login.md` and `universal_wifi_security.md`.
  • Agent did not verify whether the suggested solution resolved the issue before ending the call.
  • Call efficiency was poor due to long silences, repetition, and lack of structured troubleshooting.
Positive Highlights
  • Successfully obtained and confirmed the correct product model (EA7350) and serial number (00QK7H386).
  • Correctly advised the customer to use the default Wi-Fi password printed on the router label, per KB guidance.
  • Maintained politeness and patience despite customer difficulty reading the label.
Agent Errors / Gaps
  • Failed to provide instructions for accessing the router’s web interface (http://192.168.1.1 or http://myrouter.local) to change the Wi-Fi password, as required by KB guidance.
  • Did not verify whether the customer successfully connected using the default password before ending the call.
  • Poor call control with excessive silence and unfocused information gathering.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only suggested trying the password printed on the router label and did not verify that the customer could log in or change the Wi‑Fi password.
R2 Not Met Diagnostic thoroughness conf 93%
No step‑by‑step troubleshooting was performed; the agent did not ask whether the default password had been tried, did not guide the customer to the router’s web UI, and offered no further diagnostics.
R3 Met Correct resolution path conf 87%
For a forgotten WiFi password on an older device (E7350), the correct resolution path is to check the label first; agent followed standard guidance without prematurely suggesting replacement or escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the symptom (forgotten WiFi password) and asked whether the customer knew the SSID; while minimal, this shows basic diagnostic framing, though deeper questioning about prior setup or admin access was missing.
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (e.g., remote access, logs) were necessary; the issue could be resolved using device labeling, which the agent correctly directed the customer to use.
T3 Met No misinformation conf 96%
Agent accurately stated that the WiFi password is printed on the bottom label — consistent with adjacent_connecting_devices.md and universal_password_login.md.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked clear framing, expectations, or a structured flow; the agent let long silences occur and ended the call abruptly without confirming resolution.
C2 Not Met Confirmed understanding conf 88%
The agent did not adapt language to the customer's difficulty hearing, did not check for understanding, and used generic prompts instead of tailored explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
The agent did not take ownership of resolving the password issue; after suggesting the label password, the agent shifted to an unsolicited product upgrade suggestion and ended the call.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timelines, or follow‑up commitments were provided beyond “try the password”.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a simple forgotten‑password issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 89%
The agent offered no empathy or acknowledgment of the customer's frustration; the tone remained purely procedural.
X2 Not Met Tone & rapport conf 87%
The agent did not adjust to the customer's repeated requests for clarification or the hearing difficulty expressed.
X3 Not Met Overall experience conf 90%
The customer was left to locate and read the tiny label themselves; the agent did not streamline the process or perform any actions on the customer's behalf.
Call Transcript18 turns · 19 lines
Speaker 1
Hi. I'm trying to figure out how to change my password, the Wi-Fi password, and I understand that you people control that and and I would like to know what my password is because I don't remember it or or how to change it.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support-products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, You may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Mark, how can I help? [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] I have a A7350. Wow, that's gonna take a minute. The the little tag on it. Is it like zero zero QK seven H
01:00
Speaker 2
Okay. What's the model number of your Linksys routers? How about its uh, serial number? [silence] [silence] No, sir. It's not-it-it should be printed at the bottom of the router.
01:00
Speaker 1
386. Could you talk a little louder, please? I'm having trouble hearing you. Um, digital path. [silence] Could you... Joseph Barrera. 1-2-9-2-0 at
03:00
Speaker 2
Okay. Who is your Internet service provider? All right. Now let me create a record here, sir, just in case this call gets disconnected. What is your first and last name? How about your email address? [silence]
03:00
Speaker 1
Attt...com, I think. You know.com. [silence] No, it's it's...it's.net, I'm sorry. [silence] 5 3 0 2 7 3 0 8 2 2.
04:00
Speaker 2
one two nine two zero at ATTC. com [silence] that right? How about your phone number? okay. All right. Now, going back to your concern, sir, uh, initially you mentioned that you wanted to figure out how to change the Wi-Fi password.
04:00
Speaker 1
Well, I either want to change it or I want to know what it is. I'm trying to. I'm trying to change from an analog phone to an Apple phone. And that's one of the things that you have to put in the Apple phone is your Wi-Fi name and password. And it's been so long, I don't remember what it is. Yes, it's Wine number four ever.
05:00
Speaker 2
Okay. Uh huh. Uh huh. Okay. Well, do you know what's the Wi Fi name at least? Okay. And that's being detected.
05:00
Speaker 1
Well, I don't have the Sims chip in the new phone yet. I'm I'm talking on the old phone. Um, let me uh I don't see a password on it. You mean um, there's a ImeI
06:00
Speaker 2
on your Apple phone. You can select. Okay. I I see. all right. Well, have you tried the password that's printed at the bottom of the router? [silence]
06:00
Speaker 1
C addresses, is that? The only thing that looks even close is that 0 0 QK. you know, it's, it's printed so small I can't tell. Um, Could, could I get you to hold the phone for one second and let me get a magnifying glass out? Oh. [ silence ]
07:00
Speaker 2
I know, sir. There should be like Wi-Fi name, Wi-Fi password printed at the bottom of the Linksys router. Does it say password? Sure. Sure.
07:00
Speaker 1
I'll be right back. Hello? Hello? Yeah, you're right. It does say password. Um, I have not tr I have not tried that.
08:00
Speaker 2
s.
08:00
Speaker 1
Okay, I will give that a try. I thank, thank you for your help. Okay, Bye.
09:00
Speaker 2
so right now I I personally suggested you get an upgrade. Not necessarily from links. just but uh get a router that you would have technical assistance in case you encountered problems with it. But uh you know, try using that password first maybe that's the same password you're looking for right you're really welcome
09:00