V2 Rubric Detail — 2f953304-6b46-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:47
Duration
7m 23s
Contact
Michael Alvarez
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133955
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot WIFIpassword

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall41.5% (-14.5)

V2 Grader Summary

The agent failed to perform any actual troubleshooting, incorrectly denied free support due to warranty status, and skipped the non-destructive recovery key method in favor of a factory reset. While call control and ownership were maintained, the lack of technical process and incorrect policy application resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer unable to recall admin password on MR8300; agent provided factory reset instructions and emailed a step-by-step guide.

Troubleshooting Steps
  • Collected serial number and customer details
  • Identified device model (MR8300)
  • Advised factory reset via 15-second press of the reset button
  • Offered to email a detailed password-reset guide
Key Observations
  • Agent offered paid support before attempting any troubleshooting or offering self-help, despite the issue being resolvable via KB.
  • Failed to offer the non-destructive password-recovery method (five-digit recovery key) before recommending a factory reset, contradicting KB guidance.
  • Did not acknowledge or de-escalate customer frustration after the customer expressed strong dissatisfaction with the paid-support policy.
Positive Highlights
  • Correctly identified the MR8300 model from the serial number.
  • Provided accurate factory reset instructions: hold reset button for 15 seconds.
  • Offered to email a step-by-step guide for free, providing a self-help path after customer declined paid support.
Agent Errors / Gaps
  • Offered paid support before attempting any troubleshooting or offering self-help, violating protocol for out-of-warranty support pathing.
  • Did not offer the non-destructive password-recovery method (five-digit recovery key) before suggesting a factory reset, a material technical accuracy error per KB.
  • Failed to acknowledge customer frustration after [05:00] when the customer called the paid-support policy 'highway robbery', violating Angry Customer Protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent promised to email a guide but did not resolve the issue or confirm recovery; customer remained locked out of router.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted (e.g., checking recovery key, verifying admin access); jumped straight to factory reset.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free help for OOW devices, violating policy requiring best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms or ask diagnostic questions about password attempts or recovery key use.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., recovery-key method, admin UI check); relied solely on email guide without interactive support.
T3 Partially Met No misinformation conf 91%
Correct reset duration mentioned (15 seconds), but failed to mention the recovery key method and gave incorrect warranty info.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained call flow, set expectations, and managed transition to next step despite customer frustration.
C2 Met Confirmed understanding conf 92%
Used plain language, confirmed email address, and avoided technical jargon during interaction.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case, did not transfer, and committed to sending the guide personally.
O2 Met Proactive follow-through conf 95%
Provided clear next step: 'I'll send it to you right after this call' with owner and timing specified.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted based on issue type and agent ownership.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent said 'I'm sorry' but did not acknowledge customer's frustration about being charged, missing full empathy.
X2 Partially Met Tone & rapport conf 92%
Agent continued with process despite customer anger, but maintained composure and did not escalate tone.
X3 Not Met Overall experience conf 96%
Agent recommended full factory reset without first suggesting non-destructive recovery key method, increasing customer effort.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] Yes. Uh, I'm can you hear me? Hello? Okay. I'm trying to.
00:00
Speaker 2
Welcome to Lynsis 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.Lynsis.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence] to the lynx system that I have. And I'm having a hard time because I don't remember the password that I put in. I think it was what was on the lynx router, but I'm not sure. And if I'm not sure on that, is it can I put a new password in? [silence] Is is that possible? Is that the WPS? Is that what it is?
01:00
Speaker 2
So what you wanted to do, sir, is to create another password. We will check, sir, if he can get through the user interface. Anyway, sir, may I have the serial number of your launched uses, please? No, sir. It's an SN.
01:00
Speaker 1
Oh, I see. So, um, it is 2-9-V as in Victor-1-0-C as in Charlie-6-C as in Charlie-8-0-Looks like 6, 9, 8, 8-Michael Alvarez. Yes. Alvarez. Mhm. 7752324.
02:00
Speaker 2
[silence] it consists of letters and numbers. Okay, got it. sir, let me just check on the exact unit, okay? Oh, while we wait, could you remind me of your first and last name please? I'm sorry, Howdy. it's Michael, right? Alvarez. Okay, how about your phone number so in case we get disconnected? [silence]
02:00
Speaker 1
024 LBN. Go ahead. Yes. Um, well, I've got, I've got everything, I've got my phone connected to it. I've got my TV connected to it. I just need to get my computer and my printer connected to it but I use the password that's on the bottom of the router and it's not working. So I'm thinking maybe I have to this, the instructions show that you can have a printer connected on it. So I want to do the that. So I've disconnected the TV wire and I've connected it from the computer to the router and now I've got the list of the options, list of options that I have available on the Wi-Fi. So, I've clicked so they show up on my computer, so I think I've got them connected. Uh, well, I, I, I, I'm not sure. So, right now I have to use my phone, I have to use my phone cuz, well, uh, I was able to look up the password on the net, the internet. Yeah. Yep.okay,
03:00
Speaker 2
Oh, okay. Yeah, sir. I was able to pull up your record here, sir. The email address I have here is Michaelavez.mam_g.m.f.com. Okay, so. Okay. And based on what I have here, you have an MR8300 router. Okay. So, is there any device, sir, that, uh, that is currently connected to this Wi-Fi right now?
03:00
Speaker 1
put another password in and I can't figure out what that password is so is it possible for me to change that password? What What does that have to do with me changing the password? There's nothing wrong with the device. I've got other things connected to it.
04:00
Speaker 2
yes you can actually change it sir. We do have ways on for you to change your password but sure let me just inform you sir that this gateway you have this MRA 300 sure is already out of warranty and for out of warranty devices sir we can no longer provide fre assistance but I can offer you options for this. We do have a paid service in that way sir I'll be able to walk you through like the process or the guide and how you can yes sir. Yes sir.
04:00
Speaker 1
I'd rather do that. I'm not going to pay for something that you can talk to me over the phone with. this is that's kind of highway robbery. that's ridiculous that you guys that you guys do that. I can't believe you guys do that. that's wow. but I guess that's the way goes. [silence]
05:00
Speaker 2
If you will go with the changing the password, it's already a troubleshooting. So, since that's a troubleshooting and your device is out of warranty, that's already valid as out of warranty. So, it's either you will avail a paid service or other options here is I can send you the full step-by-step guide. That's for free, directly to your email address. And that way, sir, you'll be able to follow the guide on how you can reset possibly reset your router back to default and create another password.
05:00
Speaker 1
Companies are now. Yeah, I'm sure, I'm sure you do. And I'm sure the warranty is only a year, and I'm sure that all of these things happen. Uh, just send me the, the download, because uh, I don't like to be cheated. Correct.
06:00
Speaker 2
All right. Unfortunately, Sir, we only do that, sir, for out of warranty device, sir. But if your device is still in warranty, we do it for free. Yeah. Okay, no worries, Sir. I'll send you the guide on how you can reset and reconfigure your node. I'm sorry, your router, and you will be able to create a Wi-Fi network again. Okay, just to confirm, sir, your email address is michalo1999@ gmail.com. Okay, yes, I do. Thank you, sir. So I'll send it to you right after this call. You can just follow that guide. And sure, since this is an MR8300, I will suggest, sir, for you to reset the router, like you have a red button at the back or underneath. you just need to press it for 15 seconds before you follow this guide. You're welcome, sir. Have a good day and stay safe.
06:00