V2 Rubric Detail — 39b26fc0-81e7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:55
Duration
13m 18s
Contact
+441451850832
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137632
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall89.3% (+69.3)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi password recovery issue by verifying router details, confirming the SSID, and guiding the customer to use their written-down credentials. Technical accuracy was maintained throughout, and the agent demonstrated empathy and ownership despite some communication inefficiencies. The customer confirmed successful reconnection and ended the call satisfied.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent guided customer to successfully reconnect using written-down Wi-Fi credentials; customer confirmed connection and expressed gratitude before call end.
R2 Met Diagnostic thoroughness conf 93%
Agent verified router model (SPNMX42), confirmed SSID (gigaclarcd0d), and directed customer to use known credentials — logical, context-appropriate steps beyond generic KB.
R3 Met Correct resolution path conf 91%
Agent pursued correct path: leveraged customer's existing documentation and prior setup notes rather than unnecessary reset; appropriate for elderly user with physical records.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (forgot Wi-Fi password), confirmed device model and status (SPNMX42, solid blue light), and validated SSID (gigaclarcd0d) before guiding recovery attempt.
T2 Met Appropriate tools / resources used conf 92%
Agent used serial number lookup to confirm product model and context; no further tools (e.g., remote access) were needed as solution relied on customer-held information.
T3 Met No misinformation conf 95%
Agent did not provide incorrect technical info; instead, helped customer use correct SSID/password from their notes — consistent with KB guidance for SPNMX series default passwords.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but had long silences and lacked structured framing; managed transition to resolution despite disorganized start.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and acknowledged customer’s age and difficulty; could have improved with more active comprehension checks but adapted tone appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed with the case, used customer-provided data to guide recovery, and saw interaction through to successful reconnection confirmation.
O2 Met Proactive follow-through conf 91%
Agent set clear next step: try connecting using written-down network and password; customer succeeded and ended call positively with no pending actions.
O3 Partially Met Closure confirmation conf 85%
Agent referenced prior support interaction but did not access or reuse specific prior steps; otherwise, avoided re-asking key questions like serial number.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 using customer-held information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be judged.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent expressed understanding ('I get it'), remained patient with repetition, and closed with warm tone — demonstrated empathy for elderly customer under pressure.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, allowed time for searching notes, and adjusted to emotional state by offering reassurance and minimizing technical jargon.
X3 Met Overall experience conf 93%
Agent avoided unnecessary steps like factory reset or app install; leveraged existing customer documentation to resolve quickly and reduce effort.
Call Transcript24 turns · 26 lines
Speaker 1
uh... yeah uh I've got one of your systems which is brilliant and you're one of your towers um and uh the problem is uh in trying to get my mobile phone to work I did a reset as they suggested and I do not know the code to get back on to uh your service with GigaClear um I have a number I've got all the numbers I think for the 5G thing and it says access code for router is and then it's uh WIP0C8HUR and then 53723 um is that the same as getting on back,
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Ays. How can I help you?
00:00
Speaker 1
[silence][silence][silence] Is that the code I should use? No, your router is not disconnected. What is disconnected is my Wi-Fi to your router. The router is green, but my iPhone, the code was wiped. And I thought I had the right code here, and it didn't work. So I thought I must phone you for the code my iPhone should use to in order to use Wi-Fi to your router. Yeah, password, yes. Sorry. But I've I haven't got the password because it's on the on the mobile phone and it's I had to try and re-enter it. So I've got all these numbers written down from links in and one of them is the one that I should be using, but I don't know which one I should be using because when you came and fixed the thing up and everything, um then the gentleman did it for me and made sure that my iPhone was connected to the the Wi-Fi. But now, and I I of course the the Wi-Fi is saved, but I I'm looking to find out which of these codes I should be using. And so I've got them all written down on your telephone number, um because you were the people who put the tower in. And so I'm.
01:00
Speaker 2
I cannot get in to your Wi-Fi. So when you type your password, you cannot access or.
02:00
Speaker 1
Okay. Okay here. Clear. No, yeah, yeah. Yeah. series number. serial number is five, five, Y, two, zero M, one, five D, zero, zero, one, six, four.
03:00
Speaker 2
All right. I'll check first on our system since you mentioned that you called before and our previous Asian agent assisted you. So I'll check first. what's the serial number of your router. All right, uh, I'll say again the serial number of your Linksys is.
03:00
Speaker 1
Correct. That's the serial number? Yes. Thank you. Correct. That's what I've got written down here. Yes. And that thing is, that's working fine. Uh, I just need to know what the password is that to access it from the my, uh, you know, the, uh, mobile phones. Well, it used to be until about 30 minutes ago. We're trying to get my iPhone to work. It's now down to 6%. [silence]
04:00
Speaker 2
55.Y. for yellow to no M. for Mike. One 5 D. for David 00164. Are you sure? Yes. So this serial number corresponds to your linksys router which is model SPB NMX42. Yes. All right. uh, uh. Uh, do you have other devices that already connected to your Wi-Fi? [silence]
04:00
Speaker 1
And in trying to do it with EE and before that the internet, they said well, you know, reset it. And in resetting it, I lost I lost the code that gets me onto your tower. And so that's why I'm calling because otherwise, I have no internet connection here to my iPhone. That's my problem. Yeah, it's it's it's giga clear. Yes, that's right. Yeah, yeah, yeah. There's nothing wrong with my internet connection to the world. My problem is Wi-Fi. W I F I.
05:00
Speaker 2
[silence] yes. Your Wi-Fi name is gigaclarcd0d, right? [silence] Um and you said that your main node is showing a blue light, a solid blue light
05:00
Speaker 1
Connection from a mobile phone to your service which is working fine, you know, my printer's connected to it and everything is fine, but I don't, I've got not, don't know the password to enter enter the five dot zero. And I thought it was five seven five three seven two three. And that didn't work. So here I am trying to find out with you, what is the password in order to for me to access the Wi-Fi? silence No, it works. It was until 30 minutes ago, my dear. silence That's what I'm trying to tell you. It's been connected for 12 years I've been here. But now my mobile phone my phone mobile phone is now broken. It's down to 6% now. And we've been trying to fix that problem. And but in doing trying to fix it, I they
06:00
Speaker 2
Yes. Okay. Do you have, uh, other mobile phone that's connected to your Wi-Fi? To your phone? Um-hmm.
06:00
Speaker 1
they said to reset the settings and then the memory won't be taken, but obviously the password to get on to the internet did go. So I need to know, I need to ask you, what is the password, because I live in the not in a city, I live in the country and I don't have a mobile phone signal in my stone cottage in the Cotswolds. That's the problem, I have. Yes. Yes. Yes, my my my printer. My printer. But I can't I don't I have no idea how to do that. I set that up with the help of the
07:00
Speaker 2
Yes. Uh, the reason why I'm asking. Yes. OK. What? Same. I see. Yes. Uh, I just want to clarify, sir, that the reason why I want to ask you if if there are other devices that's connected that are still connected to your Wi-Fi. Is so that you can. Yes, so that you can check.
07:00
Speaker 1
The Hewlett Packard people. They did that over the telephone. So, I I'm sorry, I'm 81. I need. You know, I'm not a 30-year-old, I'm not a 25-year-old who understands everything just like this. I'm very sorry. Thank you. The phone. My telephone. Not on the phone, no. I've no. I that that was that that's that's in the wall, that went into the wall the only the only way the mobile phone is connected is through the the the Wi-Fi and it when when I want to access it, when I turn it off at night and then and if I want to go because it's the in here, [silence]
08:00
Speaker 2
Okay, I get it. Uh, yeah. Yeah, I get it. No, it's fine. I will try to find ways, no, to access your Wi-Fi password. I just want to know if your phone have installed the Linksys app, yeah, your phone. Do you have the Linksys app on your phone? The application software. [silence]
08:00
Speaker 1
It disconnects itself and the Internet overnight. So, I'm reconnected and then I go to Wi-Fi, and it says, you want giga clear, you know, 40 or 50, and I always have 50. And that's so then it enters the password for me and off we go. But now, it's gone. So I can't. I don't know. Oh no, I mean, the one I had before, which is why I've got it written down to you. Is is I've got one for 2.4 gigs has password, 2 gig clear and and so on. And then 5G has password, 5. giga clear, access code for router is, I'll written it all down. So maybe I should just put in 5 0 giga clear. Do you think that would be the password?
09:00
Speaker 2
So it's the Gipper, uh, company, uh, who created your Wi-Fi password. Mhm. [silence] Yeah, you can try a two.
09:00
Speaker 1
Yeah okay my dear okay right let me let me um do this um what do I do Here we are, here we are, gig here. Here we are, 5.0. Oh, I didn't, oh god. I didn't write it down. I've got it. So it's 5.0 G I G A H C L E A.
10:00
Speaker 2
use the the network that you've written down uh try to uh connect to your Wi-Fi GigaClear and then type in that password if it doesn't go through then we can try other ways let's check that first okay did it go through? all right. that's good. um, that's good. you're welcome. uh, before we end the call, sir, can I gather your information? I didn't get your name?
10:00
Speaker 1
T-A-T-A-L-L-B-E-N-T-A-L-L. That's it. Yes, that's correct. That's exactly right. Well done. Yeah, yeah, sure. Yeah, absolutely. Only won, dear one. I live on my own. I don't I don't need more. I don't need more than one. All right.
12:00
Speaker 2
Bentailf. Bentall. Richard Bentall. alright and your email is it, this microtorban? is that your email? alright uh how many links these nodes you have our product? is it only one or are there two or three? how many of your uh MX 42- links this do you have? only one? I see alright alright okay yes so since oh we got your Wi-Fi password and just
12:00
Speaker 1
My name's. Yeah. Thank you. Oh, thank you very much for your help, my dear. Thank you. Cheers now. Thank you. Bye bye. Cheers now. Thank you.
13:00
Speaker 2
Take note of that, so that in case you forgot again, you can just look at the note. Alright, so everything is good? You're welcome. Thank you also for calling Linksys, Richard. Take care. Have a good one. Bye.
13:00