V2 Rubric Detail — 294abedc-7556-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:07
Duration
13m 31s
Contact
David Zink
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135476
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to change Wi-Fi password.
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+3.9)

V2 Grader Summary

The agent provided technically accurate information, correctly confirming that using the 'show password' feature on a device does not compromise network security. While the agent initially struggled to understand the customer's specific scenario (T1), the final resolution was successful and aligned with KB security logic. Communication and customer experience suffered from lack of empathy and unclear explanations, but no critical failures occurred.

V1 Case Analysis

Customer concerned that using the 'show password' eye icon on a TV might expose the Wi-Fi password. Agent confirmed the feature only displays the password locally on the device screen and does not transmit or store it. Customer was reassured and issue resolved.

Troubleshooting Steps
  • Confirmed the customer was using the eye icon on the TV during Wi-Fi setup.
  • Explained that the eye icon only reveals the password locally on the device screen.
  • Clarified that the password is not transmitted, stored, or broadcast when viewed.
Key Observations
  • Agent correctly identified and resolved a common user concern about Wi-Fi password visibility.
  • Explanation was technically accurate per KB guidance on local password handling.
  • Minor confusion occurred due to agent’s initial digression about setting Wi-Fi to 'none', which was not relevant to the customer’s actual action.
  • Hold time of 2–3 minutes was used to verify response, which is acceptable for accuracy but could have been better communicated.
  • No model or serial number collected, but not required for this general inquiry.
Positive Highlights
  • At [10:00]–[11:00], agent correctly clarified that the eye icon is a standard feature for verifying password entry and does not compromise security.
  • Used a relatable example (phone Wi-Fi setup) to illustrate the same behavior, enhancing customer understanding.
  • Successfully reassured the customer, who ended the call feeling confident and appreciative.
  • Maintained polite and patient tone throughout, used customer's name, and closed professionally.
Agent Errors / Gaps
  • At [06:00], agent introduced confusion by discussing setting Wi-Fi password to 'none' and opening the network, which was not what the customer did and was irrelevant to the 'show password' feature.
  • At [07:00]–[09:00], agent repeatedly asked if the customer was in router settings, despite the customer clearly stating they were only entering the password on the TV, leading to misalignment.
  • Did not clearly explain at first that the 'show password' function is client-side only, causing initial customer uncertainty.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed that viewing the Wi-Fi password on the TV does not expose it externally and the customer expressed relief: 'I appreciate your help and make me feel sleep better now.'
R2 Not Applicable Diagnostic thoroughness conf 98%
No troubleshooting was needed; the issue was purely informational about password visibility, not a connectivity or configuration problem.
R3 Met Correct resolution path conf 93%
Agent correctly identified this as a security clarification issue, provided accurate information, and did not escalate unnecessarily or dismiss the concern.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked clarifying questions like 'Is it the Wi-Fi or router password?' but initially confused the customer's UI concern with a router setting change ('set the Wi-Fi password into open'), failing to identify the root cause (UI visibility) until the customer repeated the scenario multiple times.
T2 Met Appropriate tools / resources used conf 94%
No tools were required for this informational query; agent appropriately relied on knowledge base understanding without attempting unnecessary diagnostics.
T3 Met No misinformation conf 96%
Agent correctly stated that viewing a password via a device's 'eye' icon is a standard verification feature and does not compromise security, and correctly noted that only setting the network to 'open' (none) would remove protection, which is consistent with general security principles and KB logic regarding SSID/Password management.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent attempted to set expectations ('give me two to three minutes'), but lost control of the conversation with long silences, repetitive phrasing, and unclear transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after multiple customer expressions of confusion ('I'm not sure what you're saying'), indicating poor adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call, did not transfer, and followed through to resolution without abandoning ownership.
O2 Not Applicable Proactive follow-through conf 99%
Issue was fully resolved during the call; no follow-up or next steps were required.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history or handoff, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted for this low-complexity, non-technical concern.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation took place, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent never explicitly acknowledged the customer’s anxiety with empathetic language, but remained polite and patient despite confusion, avoiding outright discourtesy.
X2 Partially Met Tone & rapport conf 81%
Agent maintained a neutral tone and stayed engaged, though responses were repetitive and failed to adjust to the customer’s growing confusion, requiring multiple re-explanations.
X3 Partially Met Overall experience conf 79%
Customer had to repeat their concern multiple times due to unclear responses, increasing effort, but agent ultimately resolved the issue without adding procedural steps.
Call Transcript23 turns · 24 lines
Speaker 2
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00:00
Speaker 1
Yes, RG, my name is David and I had a question. Recently I set up a television and I was hooking it up to the Wi-Fi on my router and I put in the Wi-Fi password and, uh, you know how it says show password? And when when I sent it, I forgot to click the pass, the show password off. And I was wondering, is that in danger of, am I in danger of my password getting out there? Um, I was wondering if you could help me with that.
01:00
Speaker 2
users for tips and guidance at www.reddit.com/r/Linksys. [silence] Hi, thank you for calling Linksys. this is Regina. How can I help you today? [silence] Regarding what? One sec. Actually, you're the only one who has a capability to. [silence] Because when you're going to enter the Wi-Fi password,
01:00
Speaker 1
Yes. Uh-huh. Uh-huh. So you mean, if I set to show the password, and I send it to wherever I was supposed to go, it is still secure, is that what you're saying? Oh, it is. So, it would it goes off or something, or they're not really, they're not seeing my password? Yes, from my Wi-Fi settings, yeah. Cause it was I was set to be turned off. Oh, I sent it. Well, it was my Wi-Fi password.
02:00
Speaker 2
there's an eye icon to allow you to see it, right? So verify if it is correct. Yeah. So even if it's on on or off, it's still secure unless you shared it with other people. Yeah, of course. Is that on the Wi-Fi setting? So when you're going to access the television, sir, so when you're going to type your Wi-Fi password, you want that to be turned off. Yeah, but what do you mean for you want to turn off your Wi-Fi password? Is it on the router settings?
02:00
Speaker 1
password router setting. Yes. To get access to the router. Wi-Fi, Wi-Fi password. [silence] password, [silence] password. [silence] so, [silence] and you'll be [silence] where all the settings are. [silence] security and under there [silence] yep. [silence] but it's just love it.
03:00
Speaker 2
Is it the Wi-Fi or router password?
03:00
Speaker 1
Okay. Sure. Okay. Thank you.
04:00
Speaker 2
okay so let me just verify something in my answer so just please stay on the other line so just give me two to three minutes to have resources in my end okay thank you
04:00
Speaker 1
Yes, I am huh? Yes, I'm.
06:00
Speaker 2
Okay, so thank you for patiently waiting. Are you still there? Okay, since you are enquirering regarding with that one, sir. So, and since you successfully accessed the router settings, so I would like to set an expectation that the Wi-Fi password should not be left open. Because if it is, any device can connect to the network without a restriction. So, there will be no longer a Wi-Fi password if it is open.
06:00
Speaker 1
Well, I'm not sure what you said there.
07:00
Speaker 2
If you created your own Wi-Fi password, so it should connect with that. But if you are referring to your router settings, [silence] no it's okay, unless you access the router settings and set the Wi-Fi password into open. But if you did not access the router settings, [silence] It just use your television to connect your [silence]
07:00
Speaker 1
I'm not sure what you're saying there. Did I, did I, did I expose my password to someone, is what I was wondering. Yes, I connected successfully. But, okay, so it didn't go to like Samsung or someplace like that. It just went to my house.
08:00
Speaker 2
What do you mean for that? So you connect a television to your network and is it connected successfully? Okay, then it's connected and the television is located in your house. So I guess no one can access it settings to check your information for your Wi-Fi password. It's not because our routers, there is design there's a security and design with defaults. Design by default. [silence]
08:00
Speaker 1
Okay. Okay. So, so when I, by leaving that open, I didn't jeopardize my security then. Is that correct? [silence] Wait, I, I'm not sure what what you're saying again. Oh. I was on the Wi-Fi settings. Wi-Fi settings. Wi-Fi password. [silence]
09:00
Speaker 2
Yeah, but of course, if you access the router settings or the web interface for the Linksys smart Wi-Fi Tool, there is an option there where in you can open your your Wi-Fi password. And if it is set to none, any device can connect to the network without any restriction. Uh, to select none. Uh that's why I'm asking if you are on the web interface or the router settings. Are you on the Wi-Fi settings? Are you on the device list?
09:00
Speaker 1
I, I don't know. I, I Let me explain again. I, I, I'm not sure we're getting the same thing here. I bought a new television and then wanted to access it to the Wi-Fi. So, they asked me for the Wi-Fi password and I typed it in. I clicked view password because I wasn't sure and when they said enter, I didn't click it to where it blanks it out. I was wondering if I'm in jeopardy of having my password seen. That's fine. [silence] Okay. [silence]
10:00
Speaker 2
Yeah, yeah, it's fine. Actually, there's no problem with that because every device should have an option. There's an eye icon so that you can verify what is your Wi-Fi password. So, double check. So if you're referring with your television and allow you to view your... your Wi-Fi password, there's, there's no problem with that. Unless you access the router's settings of the router itself to open [ silence ]
10:00
Speaker 1
No, I didn't do that. All I did was was enter my Wi-Fi password so we connect to the television. Uh-huh. Yes, uh-huh. Yes, that's correct. Uh, you it's it's fine. Don't worry. Okay. Okay, I was kind of worried about that. So, well, okay. Well, thank you. I appreciate your help and make me feel sleep better now.
11:00
Speaker 2
Okay, so the scenario would be like this. So for example, I'm not sure with my Wi-Fi password and I want to connect my phone to the Linxst network. So to verify it, I need to click the I icon to view my Wi-Fi password, correct? And and then when I connect my phone, I forgot to click the I icon to hide my Wi-Fi password. Yeah, yeah, that's fine. That's fine. Yeah, you can try to go to your Wi-Fi settings and then try to connect your television again and there's wrong with that. There's no worries. Yeah. Yeah. That's okay. Yeah, from time to time, yeah. From time to time you're going to forget to click the I icon to hide your Wi-Fi password or to connect your device or whatever.
11:00
Speaker 1
[][] [] Mm-hmm. Mm-hmm. No, I wouldn't do that, whatever. Hmm. Hmm. There's no problem. Okay. Okay. Well, thank you. I appreciate it very much. Hmm. Hmm. Thank you. You too. Uh-huh. Goodbye. Have a good day yourself. Uh-huh. Bye.
12:00
Speaker 2
Yeah, but, yes. But if you're just referring with your television, so you forgot to click the eye icon to hide your Wi-Fi password, there's no problem with that. No worries. Okay. You're welcome, david and have a great day. Bye for now.
13:00