V2 Rubric Detail — 3470fb82-6f34-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:49
Duration
6m 23s
Contact
585-370-8317
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing basic, expected troubleshooting (e.g., guiding to router admin page to recover Wi-Fi password) and deflected responsibility by suggesting the customer call back later, effectively abandoning the case without meaningful assistance.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve a straightforward Wi-Fi connection issue, offered no actionable troubleshooting, and demonstrated neither ownership nor empathy. Despite the simplicity of the problem — recoverable via local router access — the agent provided no useful guidance and allowed the call to end with the customer planning to call back later. This constitutes Avoidance/Evasion, warranting an auto-zero.

V1 Case Analysis

Customer unable to connect new ASUS PC to Wi-Fi due to password rejection. Agent provided no troubleshooting steps, did not verify router access or model, and ended call with vague suggestion to call back.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect any essential device information (model, serial, access method) despite this being a core troubleshooting requirement.
  • No troubleshooting steps were provided to locate or reset the Wi-Fi password, despite clear KB guidance available.
  • Call ended with no operational closure — no case number, no escalation, no KB article, no email, no follow-up scheduled.
  • Customer expressed significant frustration and time investment ('working on this for hours'), which was not acknowledged or de-escalated.
  • Agent offered no self-help resources (KB, support URL) even though the customer is out of warranty and such guidance is expected.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to ask for or verify access to the router admin page (e.g., http://192.168.1.1 or http://myrouter.local) to retrieve or reset Wi-Fi credentials (adjacent_connecting_devices.md).
  • Did not provide any standard troubleshooting steps for Wi-Fi password issues (e.g., checking the label, logging into the router, or resetting the password).
  • Did not offer or direct the customer to self-help resources such as https://support.linksys.com or relevant KB articles.
  • Failed to acknowledge customer frustration or provide empathy, violating Angry Customer Protocol after customer expressed distress at [05:00].
  • Did not create or cite a HappyFox case, nor provide any follow-up mechanism, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid path forward; customer ended call without resolution and planned to call back later.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if the error was 'wrong password' and offered no troubleshooting steps like checking SSID, accessing router admin, or resetting password via local interface.
R3 Not Met Correct resolution path conf 96%
No attempt to determine warranty status or guide customer through appropriate recovery steps (e.g., accessing router settings to view/reset Wi-Fi password).
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (can't connect due to password) and asked about error message, but failed to pursue root cause (e.g., confusion between O/0, incorrect SSID, or need to access router).
T2 Not Met Appropriate tools / resources used conf 95%
Did not direct customer to use http://192.168.1.1 or http://myrouter.local to check Wi-Fi settings — a standard, applicable tool for this issue.
T3 Met No misinformation conf 99%
Agent correctly stated they don’t have access to the customer’s Wi-Fi password — factually accurate and consistent with policy.
Communication
C1 Not Met Clear & professional language conf 96%
Failed to set expectations, frame the interaction, or maintain control; allowed call to drift and end without resolution or clear direction.
C2 Partially Met Confirmed understanding conf 89%
Used polite language but did not adapt to customer’s emotional state or confirm understanding; missed opportunity to simplify steps for clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Did not take ownership — suggested customer call back instead of guiding through available steps during the call.
O2 Not Met Proactive follow-through conf 96%
Provided no specific next steps, timeline, or follow-up plan; only advised to 'call back' without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was basic connectivity/password retrieval within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Customer expressed frustration ('This is crazy... I've been working on this for hours') and agent responded with detached advice about saving passwords, showing no empathy.
X2 Not Met Tone & rapport conf 95%
Agent maintained flat, transactional tone despite customer’s visible distress and confusion; failed to adjust pace or reassurance.
X3 Not Met Overall experience conf 96%
Customer had to repeat the issue multiple times and was left to solve it alone by trying another computer, increasing effort unnecessarily.
Call Transcript13 turns · 13 lines
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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non- refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at
00:00
Speaker 1
I just bought a new computer and my- my other two computers hooked up not a problem to the Linksys. Okay? But this one is brand new, it's a ASUS and I can't get it to hook up to connect and you know, so I can use the computer. It won't. It says on- it says right here in front of me, it says can't transfer Wi-Fi.
01:00
Speaker 2
welcome to linksys comm you can also connect with other users for tips and guidance at rednet.com for r slash linksys. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today? Oh, you wanted to go... Sorry, go ahead. What are you trying to do, ma'am? Are you trying to connect your computer to your Wi-fi?
01:00
Speaker 1
I'm trying to connect my computer to the Wi-Fi. Yeah, I know what the Wi-Fi code, the password, or sorry, what I was trying to say. The question is there was a big O and there was a question whether there was a zero or a capital O. So I switched to to a capital O. Everything else was lower level. Yeah, I did, but it won't go in. It won't it won't link up. Well,
02:00
Speaker 2
to the Wi-Fi, or you're trying to do something? Where did you try to go to the settings and put the Wi-Fi password? I'm sorry. Did you try to enter the Wi-Fi password now? Like, what's the the error it shows? Did it show did it show wrong password? Incorrect password?
02:00
Speaker 1
The one that, the password that says, join life, I know it's like 20 letters and I don't even, it won't, it says bad password and when I connect onto it, nothing happens. [silence] Is there anybody looking up what the password is? No, I don't. I don't think so.
03:00
Speaker 2
Yeah. It's supposed to be ma'am if the wi-fi password that you've put there is wrong password or incorrect password that should be the error message that it should show. No ma'am. We don't have an information about what's your wi-fi password. You don't know what your wi-fi password? Because uh this is a proper expectation. If by chance you forgot your wi-fi password, then [silence]
03:00
Speaker 1
can you say [silence] I'm sorry, say what did what was the first word to my devices? [silence] how do I do this? [silence] so I I click on the front on the top of the computer wifi connection. [silence] Is that what I do? [silence] and then look for the pair. [silence] okay
04:00
Speaker 2
Okay.
04:00
Speaker 1
Speaker 1: This is crazy. It's really crazy because I've been working on this for hours and no one's been able to help me. So I like go ahead. So I usually do, but I used to work hard, 80 hours a week. So, you know, I retired in 2017. I'm a physician. And uh, now I'm going crazy. I think I need a doctor. Okay. So what I do is go to my other computer and check Wi-Fi connection, question password, correct? And if I don't find anything, can I call you back?
05:00
Speaker 2
Well you. Go ahead. Well you need to make sure mom that you save all of your passwords. Hmm. Hmm. Yeah. You can always call us back but then again setting proper ex-
05:00
Speaker 1
Okay, let me try it with my other computer, and if it doesn't, if I don't get anything, I'll call you back, okay? Thank you. Bye-bye.
06:00
Speaker 2
expectation we we can reset your whole system that's the last option all right not a problem you're welcome have a nice day
06:00