V2 Rubric Detail — 1e292290-762e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 15:53
Duration
10m 25s
Contact
561-426-7274
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall14.9% (-41.1)

V2 Grader Summary

The agent identified the existence of two passwords but failed to guide the customer through resolving either the unknown device access or the Mac connection issue. No troubleshooting steps were executed, no next steps provided, and the call ended with the customer electing to call back. The interaction lacked ownership, technical follow-through, and adaptation to customer frustration, resulting in no resolution.

V1 Case Analysis

Customer with MX6200 mesh system reported unknown device and WPA3 password prompt issue. Agent identified model but provided no troubleshooting guidance. Customer requested callback.

Troubleshooting Steps
  • Requested and recorded model number and serial number
  • Identified the device as an MX6200 mesh system
Key Observations
  • Agent correctly identified the MX6200 model from the serial number, demonstrating accurate product knowledge.
  • No technical guidance was provided for accessing the router admin interface, managing connected devices, or resolving the WPA3 password prompt issue.
  • Agent did not explain that the Wi-Fi password is the same for WPA2 and WPA3 security modes, leading to customer confusion.
  • Call ended with a callback request without any self-help instructions, KB article links, or email follow-up.
Positive Highlights
  • Correctly identified the MX6200 model from the serial number at [08:00-09:00], demonstrating strong product knowledge.
  • Maintained a polite and professional tone throughout the call despite customer frustration.
  • Did not provide any technically incorrect information — all statements were factually correct per the KB, even if incomplete.
Agent Errors / Gaps
  • Failed to guide the customer to access the router admin interface (http://myrouter.local or http://192.168.1.1) to manage connected devices or retrieve/reset the Wi-Fi password.
  • Did not explain that the Wi-Fi password works for both WPA2 and WPA3 networks, which could have resolved the customer's confusion immediately.
  • Missed opportunity to instruct the customer on using MAC filtering to block the unknown device.
  • Provided no follow-up materials or actionable steps before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states they will have to call back later: 'I'm going to have to call back... I'll call back in a couple of hours.' No resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asked for model/serial and did not walk the customer through denying the unknown device or adding the Mac to Wi‑Fi; no meaningful troubleshooting performed.
R3 Not Met Correct resolution path conf 95%
Agent failed to select an appropriate path—did not guide customer through admin UI, password reset, or MAC filtering—and instead defaulted to customer recontact.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent correctly identified the two password types but failed to ask diagnostic questions regarding the 'WPA3 personal password' error or the unknown device, failing to determine a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use necessary resources for the scenario; despite the customer mentioning a 'WPA3 personal password' error and an unknown device, the agent did not guide the customer to the local admin interface (http://myrouter.info for MX6200) to check security settings or the device list as prescribed in universal_wifi_security.md.
T3 Partially Met No misinformation conf 93%
Agent correctly stated there are two passwords (WiFi and Router), which is supported by universal_password_login.md. However, the agent failed to provide accurate guidance on the WPA3 error, simply stating 'that's your Wi-Fi password' without explaining that older devices may not support WPA3, a key troubleshooting point in universal_wifi_security.md.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no framing, expectations, or transitions; long silences and abrupt interruptions observed; lost control when customer became frustrated.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language ('there are only two passwords') but failed to confirm understanding or adapt to customer’s confusion about WPA3 and device access.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent allowed customer to disengage with 'I'll call back' without attempting resolution or follow-up; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or commitments provided; only suggestion was for customer to call back at their convenience.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for this L1‑resolvable issue.
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 86%
Agent offered brief empathy: 'Sorry, ma'am… I’m sorry to interrupt, ma'am.' but did not acknowledge customer frustration or repeated effort; minimal emotional engagement.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt to customer’s tone or pace; continued with data collection despite visible frustration and disengagement.
X3 Not Met Overall experience conf 93%
Customer repeated information about unknown device and connection issues multiple times; agent did not streamline or reduce effort.
Call Transcript18 turns · 19 lines
Speaker 1
[silence] [silence] [silence] Hello, um I have the linksys and I have the advanced set up, Mac but there is today an unknown Mac on my account and I need to. [silence] He's offline.
00:00
Speaker 2
[silence]
00:00
Speaker 1
and I need to deny him access and they've advanced and I don't know how to that. And then I need to add my Mac and and I don't know how to do that either. because it's it's not in. So maybe um, I I need help. Yes. one, in my ling see, in advanced. There is an unknown device. I want to deny that unknown device access. I don't know how to do it. two, my Mac has not been added to the Wi-Fi. I need to I need help doing that because it asked for a password and I didn't understand what it was talking about. it asked for some kind of password and it wasn't my Wi-Fi password because I put my Wi-Fi password.
01:00
Speaker 2
Sorry, ma'am. I'm sorry to interrupt, ma'am. Uh you are trying to Okay, it's asking for a Wi-Fi password.
01:00
Speaker 1
password and it didn't work. No, it's when I'm in Link C and I click on my Wi-Fi, the name of it. And then it says enter password. It's some kind of password. It's not just the plain ordinary passwords. And I put in the name of my password and it doesn't work. Well, would it be asking for the router password instead of the Wi-Fi password?
02:00
Speaker 2
okay where are you seeing this um password ma'am uh aside from password like is it though with email email and password uh-huh uh-huh okay uh for the Linksys device ma'am there are only two passwords um one is the Wi-Fi password and second is the router password okay so it is asking for a password when you try to connect to your wi-fi not when you try to
02:00
Speaker 1
I, I know how I was just in lynksy with my administrator password. And I saw a device, that's not the password. Okay, there's a device in our lynksy. That needs to be on the do not allow list. Then last night I tried to connect my Mac and it asked for a password. Here, let me just let me just go ahead and do it and I'll pull you what it asked for. Okay, Wi-Fi. Okay. Connect to. Okay, connect. Okay, so I pulled up the name of my Wi-Fi. Okay, and hold on. I have to get the password because I don't remember it. I'm going to end up having to call you.
03:00
Speaker 2
Okay. So. Uh huh. [silence] [silence] [silence] [silence]
03:00
Speaker 1
back after this to delete the other one. If I can do it quickly. Okay. Okay. I'm going to put in the name of my password. Okay. I'm putting the phone down so I can do that. Okay. It told me none of my available Wifis were available. That was weird. Okay. So I'm going to click on it again. Okay. I'm putting in the password. I'm clicking on okay. Okay. Now it says, Wi-Fi network requires a WP a three personal password. What in the world is that? So I have to put it in again. Could somebody else is desperately trying to hack and get in. Okay. I'll put it in again. Okay. I'm going to put it in again. Nope. It did the same. Oh, okay. Hold on. All right. This might be the problem. Okay. Hold on.
04:00
Speaker 2
Sure, that's your Wi-Fi password, ma'am. It's not recognizing the password. Yes, can you try. Yeah, I see.
05:00
Speaker 1
Okay, I'm clicking on, I already clicked on it, my Wi-Fi name, but yet it needed me to click on it at the top bar too. Okay, so I'm canceling the one underneath it and I'm putting in the password here. Okay, hold on, I'm putting this down again. Okay, it didn't connect. Hello? Hello? It did not, it's saying, okay, connection failed. I'm gonna click on, I'm gonna click on the one underneath it, it keeps coming up and I'm gonna click on join on top. And then I'm just, oh, and the Wi-Fi went off. Yes? Okay.
06:00
Speaker 2
Yes Elamem. The dot correct. Before you proceed with that, ma'am, may I have the model number and serial number of your lenses please?
06:00
Speaker 1
Okay, hold on. No, I, I, I will give this information to you and we'll do it again. Okay, let me just let me, let me, I have to, All right, you want that number and I want to close down the linksy, this app. Okay, the model number. Okay, Okay, it is. Oh, it's a mesh. It's some kind of link sys mesh. I don't know what model number it is. I mean, I know the serial number. It says mesh Wi-Fi 6 E system. Does that tell you what model number it is? Okay, the serial number is. Wait a minute. I'm just closing down this link sys app.
07:00
Speaker 2
uh-huh yes ma'am go ahead 0-8-0-8-D-T 1-2-3-D-T D-T 1-2-3 okay let me just check on that that
08:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I don't know. Like that MX6200 doesn't appear on the box. Okay. I don't know what the user face is, but I'm going to have to call back because I have to leave. I was hoping I could do this quickly. So, I'll call.
09:00
Speaker 2
This is an MX 6200 ma'am. Yeah, the mod. OK, are you able to go through the user interface of this device ma'm? Of this uh mother. Oh, I see. Ma'm how about this? How about this? Let me just.
09:00
Speaker 1
No. I'm going to have to call back. I get upset and I can't do any of this sense of stuff without help. So, but I appreciate your help. I'll call back in a couple of hours. Okay, thank you. Bye bye. Bye.
10:00
Speaker 2
Okay. [silence] Okay, just give us a call. You're welcome. Yes, yes, go ahead. You're welcome. [silence] Bye bye.
10:00