V2 Rubric Detail — 29c8c48e-65c6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:48
Duration
9m 42s
Contact
Allen Avenu
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133149
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_ Wifi Password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall71.9% (+27.9)

V2 Grader Summary

The agent accurately conveyed technical information and maintained ownership, offering KB-aligned self-help and paid support options for an out-of-warranty device. However, no active troubleshooting was performed to retrieve the Wi-Fi password, and empathy/customer effort reduction were limited, resulting in an unresolved case despite technically correct guidance.

V1 Case Analysis

Customer (Alan) requested Wi-Fi password for MR6350. Agent advised checking router label and offered email guide. Serial number not obtained. Paid support discussed. Call ended without confirmation of password retrieval.

Troubleshooting Steps
  • Requested model number (MR6350 confirmed).
  • Attempted to collect serial number (unsuccessful).
  • Explained default Wi-Fi password is on router label.
  • Discussed out-of-warranty support options including AI tool and paid support.
  • Collected customer email for sending a video guide.
Key Observations
  • Agent gave technically correct advice about the default password location on the MR6350 [06:00].
  • Agent failed to confirm whether the customer could locate the password after directing them to check the label.
  • Long silences occurred at [04:00], [07:00], and [08:00], indicating poor call control and pacing.
  • Agent prioritized paid support pitch over immediate troubleshooting, contributing to customer disengagement [07:00–09:00].
  • Customer said 'Forget it' and initially refused to provide email [07:00], showing frustration due to inefficient handling.
Positive Highlights
  • Correctly identified the issue as a Wi-Fi password lookup and provided accurate technical information about default password location on the MR6350 [06:00].
  • Successfully collected customer email after initial refusal, enabling follow-up communication [08:00].
  • Maintained polite tone despite customer frustration and disengagement.
Agent Errors / Gaps
  • Did not confirm serial number despite repeated request and availability of model number [03:00–04:00]; this is a protocol miss for out-of-warranty device handling.
  • Failed to verify that the customer retrieved the password or tested connectivity after instruction [06:00–07:00].
  • Spent excessive time promoting paid support ($15 for 60 minutes) before ensuring basic self-help was accessible [07:00–09:00], reducing efficiency and communication effectiveness.
  • Allowed multiple long silences [04:00, 07:00, 08:00] without explanation or re-engagement, indicating poor call control.
  • Did not summarize next steps clearly or confirm understanding before ending the call [09:00].
  • Collected customer phone number [05:00] but did not confirm or document it in context, risking case continuity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not retrieve or provide the Wi-Fi password, nor guide the customer to access it via admin UI; only offered an email guide and paid support without resolving the core request.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent correctly directed the customer to check the router label for the default password — a valid self-help step per KB — but did not attempt login guidance or further diagnostics before pivoting to paid options.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered appropriate paths: AI tool, email guide, and paid support — aligning with OOW expectations to provide best-effort options rather than dismiss.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (missing Wi-Fi password) and correctly explained it's on the label if unchanged, but did not ask whether the customer had modified it or guide them through admin access to recover it.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use remote tools or admin interface, but did reference a valid self-help path (checking label) and promised an email guide — a documented KB-aligned resource, though not actively used in-session.
T3 Met No misinformation conf 99%
All technical statements — default password on label, Linksys doesn’t store passwords, out-of-warranty status — are factually correct and consistent with KB articles.
Communication
C1 Met Clear & professional language conf 91%
Agent maintained control throughout, collected necessary info (model, email), set expectations about warranty status, and transitioned clearly to resolution options without losing direction.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed understanding by repeating the email slowly, and avoided technical jargon; adapted communication to ensure clarity despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, collected customer details, explained options, and committed to follow-up (email guide) without transferring or deflecting responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the paid support cost ($15), duration (up to 60 minutes), and promised to send an email guide — specific, realistic next steps communicated to the customer.
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 Met Correct escalation decision conf 96%
Agent correctly decided not to escalate — the issue was a simple password retrieval request that fell within L1 scope, even if unresolved due to OOW constraints.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; the agent appropriately handled the case at L1 level.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent did not explicitly acknowledge frustration or prior effort with Spectrum, but remained polite and solution-focused; minimal empathy shown, but no discourtesy.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent pace and tone, repeated the email clearly, but did not adjust approach when customer expressed confusion or impatience near the end.
X3 Partially Met Overall experience conf 88%
Agent avoided re-asking known info and offered an email guide, but required customer to provide personal data and consider paid support, increasing effort for a simple request.
Call Transcript18 turns · 19 lines
Speaker 1
[DOWNWEIGHT] Yeah, I got a link C. Yeah. I got a link. C. I'll take the. And I'll read you the full.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Cara Lowy, how may I help you?
00:00
Speaker 1
what is it? A router or a modem? modem. Router? Linksys. L-I-N-K-S-Y-S. What is that? OK, router. OK, so anyhow, I got someone here that wants that needs, I guess, I, I called spectrum and they told me to call you that you could give me. There's a code for a person at my house on their phone. They, they need your code so they can put it into their phone and get stuff. And it on the back of your Linksys, it says, set up. A C 6. Is there any other information you need? You need a serial number? Yeah, I need a, I need a, I need the password. Do you have a.
01:00
Speaker 2
[silence] okay, yeah, okay, okay. It's a router, sir. [silence] Hi. So, basically I know your concern is you want the Wi-Fi password so that their phones, your visitors can connect to the to the.
01:00
Speaker 1
password for me my router not your most the Lynx see router the Lynx C the Lynx see router okay okay okay is it the W I P S hello [silence] well it's got the sticker's got the links see setup CX and
02:00
Speaker 2
okay, alright. Now sir, everything will be set on to your router. But may I ask the model number and serial number of that router? The links to this router sir. Yes. [silence] Yes sir, model number and serial number.
02:00
Speaker 1
it's got the zero three a code whatever then seven two eight eight one do you look SN WPS, I don't have any SN on here. I'm looking on the back at the two stickers. You got two white stickers on the yeah. Okay. I got I got I got the Linksys model number. Are you ready to copy? I got it. M as in Maria R as in Ringo 6 3 5 0
03:00
Speaker 2
how about the S/N or S-N?
03:00
Speaker 1
[silence] Right. [silence] Oh, a few years, maybe three, four, or five years. [silence] What? Uh, spectrum? Uh, 21316326902. Alen Avenue, A-V-E-N-U. So, so is there a code? What, what's the code?
04:00
Speaker 2
I've had this router for a while. How long? OK. So then and whose Internet service provider is this? your Internet service provider. OK. Digital cell phone number so they can create a record. How about your first name and last name? OK. Again, your first name is Alan, correct? How about your email?
05:00
Speaker 1
Are you saying? So, in other words, the password is 03, ZYJQBFY1, that's it? Well, I don't know. Did you have a password uh on record for me? So how does this person uh take his phone and get into uh the internet uh if I don't have a password for this uh Lindsay?
06:00
Speaker 2
If you did not change the code password, sir, you can check the Wi-Fi password underneath the router, the one that shows Wi-Fi password or password. If you did not change it, that's the default settings of the router. If you could check it underneath the router. Yes, if you did not change it when you set up this router. No, sir, we don't keep that record about your password. Uh, we need to check that password, sir, on your router.
06:00
Speaker 1
Okay, OK. Forget it. I don't want an email address. OK. [silence]
07:00
Speaker 2
Okay. There'a settings on your router that we can check that. But before we do the, uh, check sir, let me just, uh, complete your record. Can I have your email address? Okay. Right. All right. Sir, so before we start for any, uh, troubleshooting sir, let me just inform you about the status of your linksys router. It shows it here on our system that this router is already out of warranty and complimentary phone support is no longer available, okay? You don't need to worry about it, sir. We do have different options for out of warranty linksys device. The first option that we have is you can take full advantage of our AI tool that can be found on our website that is support.linksys.com, okay? Our second option supposedly is a
07:00
Speaker 1
Okay, let me give you my uh, let me give you my uh email address. Okay. more letters. A, LL, E-N-A-V-E-N-U. The number seven at gmail.com. Right.
08:00
Speaker 2
all right Mm. You said send you an email? [silence] Where it asks for the link to the video that can guide you step-by-step on how to check what is the Wi-Fi password. Okay. Then, recall our [silence] Okay, what is your email address? Okay, if you want to check new. That's A for Apple, l for Larry, l for Larry, e for Edward, n for Nancy, and then a, v for Victor, v for Victor, e for Edward, j, s, u, l7@ gmail.com. Okay. And also, sir, our third option is we do have this paid Conect service.
08:00
Speaker 1
How much is that? 50. Okay. Listen, uh, anyhow, to, to make a long story short, my Link C is out of warranty, right? Okay, well, let's let it go at that. I'll, uh, see what else I can do. Thank you. Okay. All right. Thank you.
09:00
Speaker 2
okay this is a one time non refendable technical support the troubleshooting will last up to 60 minutes and this will uh this option will cost you $15. okay 15-0-15. And... Yes, sir. Okay, you're welcome. I will just send you an email, sir, on a guide on how to check your Wi-Fi password.
09:00