V2 Rubric Detail — 4217f170-81e3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:27
Duration
35m 3s
Contact
+447743339241
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137626
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to change the wifi PW
⚠ 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
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall72.2% (+4.2)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi password issue through appropriate use of the Linksys app, but provided materially incorrect technical information about admin password complexity requirements (T3 Not Met). Communication was generally effective though somewhat disorganized, and the interaction maintained professionalism despite customer frustration. The resolution was achieved without escalation.

V1 Case Analysis

Customer changed Wi-Fi password via Linksys app to remove special characters for solar power system compatibility. Confirmed reconnection after second attempt.

Troubleshooting Steps
  • Collected device model (SPNM56) and serial number (59100M248018275)
  • Explained admin-password vs Wi-Fi-password requirements
  • Guided customer through Linksys app to change Wi-Fi password
  • Confirmed reconnection after router restart
Key Observations
  • Agent had poor call control with excessive silences and filler words, reducing efficiency.
  • Agent did not verify the new Wi-Fi password met requirements (no special characters) before saving, leading to one failed attempt and rework.
  • Issue was resolved through correct guidance on changing the Wi-Fi password via the Linksys app.
Positive Highlights
  • Collected device model (SPNM56) and serial number early in the call.
  • Correctly explained that admin password requires special characters but Wi-Fi password does not, aligning with KB guidance.
  • Successfully guided customer through Wi-Fi password change via Linksys app, resulting in confirmed resolution.
  • Collected customer name and email to create a support record.
Agent Errors / Gaps
  • Did not verify that the new Wi-Fi password was free of special characters before instructing the customer to save, leading to a failed attempt and rework.
  • Provided unstructured guidance with excessive filler and long pauses, reducing efficiency.
  • Incorrectly suggested reinstalling the app when force-closing and reopening would have sufficed, adding unnecessary steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms: "I've got change the password... I'm back in with my new password" and agent verifies successful connection, indicating issue resolved.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided through app reinstall and password reset but did not systematically verify initial assumptions (e.g., whether Wi-Fi password or admin password was being changed) and skipped direct browser access troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly identified that the customer needed to modify the Wi-Fi password (not admin) and used the appropriate path via the Linksys app, aligning with product capabilities.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (special characters in password) and confirmed the requirement for admin password complexity, but did not investigate why the solar system rejected special characters or confirm it was the Wi-Fi password causing the issue.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used the Linksys app as the primary tool for configuration, which is valid for SPNM6x series; guided customer through force-close and reinstall, which are standard app recovery steps.
T3 Not Met No misinformation conf 100%
Agent stated the router admin password "was designed to have a one upper case, one lower case special characters on it". This is contradicted by spnmx56_family.md (default admin password is WiFi password on label) and universal_password_login.md (lists 'admin' as default). No KB evidence supports mandatory complexity for admin passwords on this model.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent maintained basic control but allowed long silences, unclear transitions (e.g., sudden shift to personal questions), and lacked structured agenda setting or expectation management.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, confirmed screen visibility, and adapted to customer’s self-described technical limitations.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on guiding the customer to resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent provided step-by-step instructions but did not set a clear timeline or follow-up plan; resolution was achieved organically rather than through defined next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent demonstrated consistent patience, apologized for delays, thanked customer repeatedly, and ended with a courteous, personalized farewell.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used reassuring tone, and maintained engagement despite technical setbacks and customer frustration.
X3 Partially Met Overall experience conf 80%
Agent required customer to reinstall the app and reset the password twice due to reusing a special character, adding avoidable effort; could have clarified password rules earlier to prevent rework.
Call Transcript56 turns · 61 lines
Speaker 1
you say Sharon yeah okay I've just spoken to um the internet provider and uh since I switched to them uh problem connecting to my solar power system and uh the issue is at solar power system will not accept the password with special characters in it my current password current password has uh car character so uh I thought this can't be that difficult no I'm technically inept um I thought
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] Hello, thank you for calling Linksys Technical Support. This is Charm. How may I assist you with today? [silence] Um yes. Yes, sir. [silence]
00:00
Speaker 1
I'll give it a go. So, um, uh, 192 whatever it is, it got into the admin screen and things like that. And, uh, be honest, Linksys, um, app dumped left me um, head spinning. So, I'm hoping you can put me through a very simple way of changing the password in my router to something that doesn't have a special character in it. So, your challenge, should you care to accept it? So, Tell tell me, you're telling me I can't have a password that doesn't have a special character.
01:00
Speaker 2
[silence] So for the router passwords, we do apologize, but it was designed to have a one upper case, one lower case special characters on it, and it should not be repeated. So that should be.
01:00
Speaker 1
I've got the, so, how do I reset my the other password? I don't have another password. When I go in, I just use the admin password and that's it, I'm through. So, how I I'm not aware that I've got another password to get into the system. Set that up Sharon. My Wi-Fi password because I need to connect to the data logger on the the power system. Power system. panel system.
02:00
Speaker 2
Yes, sir, especially it's just on your router settings or admin password, but if you want for your Wi-Fi password, then you can use different one password if you want, sir. But for the Wi-Fi password, I mean for the admin password, it should contain of a special character. OK, so you want to change the admin password, the router password, or your Wi-Fi password, sir, just to confirm? OK, all right. [silence] OK.
02:00
Speaker 1
And driven myself to drink. Um, not make head no tile of it not technically competent but my 14-year-old grandson here understand everything on it, but he's not here. So I'm on my own. Can I've got it written down in anticipation of your questions? So the model number is an S P N X 56 And what else do you need? The the no is that the tube number? Let me let me go over to the let me
03:00
Speaker 2
So you mentioned that you already accessed the interface using the 192 168 earlier. Oh I do apologize all right um can you tell me sir what's the model number and the serial number of your linksus router let me check the serial number the serial number sir
03:00
Speaker 1
Exposed. Just let me go and have a look up and read it straight to you. Okay. Okay, little link is. Where's your serial number? That's complicated. Ready? Okay. It's five nine ten zero M two four eight zero one eight two seven five. I'm reading the zero, it says serial number on the bottom of the router. I'm reading that number to you. Repeat it. I surely will. It's five nine ten zero M two four eight zero one eight two seven five. [silence]
04:00
Speaker 2
I'm that yes the real number sir I gonna double check yes can you be
04:00
Speaker 1
There are a local company called tube T-O-O-B to be with Virgin, but I switched recently. The problem started. I've got it on my phone, but I hate it with a vengeance and I know you work for the company. Every time I go in there, I haven't got any hair left to pull out. So if I had, I would be pulling my hair out. You're going to tell me to go on to Linux, then. I'm probably going to need another drink. I've only got coffee at the moment. It's not an arrow message as such. I'll go into it, shall I? and see what I can
05:00
Speaker 2
Got it. And may I know first, who is your internet service provider? [silence] [silence] All right. So just to confirm also, sorry, do you have the Linksys app? Uh-huh. What's the error message so you're getting when you access the app?
05:00
Speaker 1
Yes, I can make of it just a minute with me. That was it somewhere. That's it. Oh there, it is hiding in the corner. Okay, so the first green says ready to complete set up. Do I want to complete set up or I don't want to complete set up. Is it complete set up? Okay, so. I've got manage Wi-Fi, set up a new Wi-Fi network. Okay, so I've got Velop and Mesh routers and I've got non-Mesh routers. So I'm I'm assuming from the pictures of Velop Mesh router. Is that right?
06:00
Speaker 2
All right. I don't want to complete setup. Set up a new Wi-Fi network. Yes, you need to. Yes, you need to.
06:00
Speaker 1
to agree to terms and conditions without reading the 42 pages. Connect, remove your old system. Plug the old root server. So, click next, yeah? The router near your modem or source of interest, next. If your router has a blah blah blah, use that one. Yes, it's connected. No, they don't want to. Next. Sure. No light is solid. Yes, they're solid blue, both of them. That's the reason I know that things are right. Keep your phone near your setup area. Okay, I'll move to the lounge. Hold on a second. I'm putting my coffee with me. All right. This is the thing that's keeping me going today, to be honest.
07:00
Speaker 2
to select developed mesh router. [silence] Do it later. Next. Yes. Next. Next. Next. [silence] Next. [silence] [silence] [music] [silence]
07:00
Speaker 1
Now... ...the router has just fallen off the... ...off the shelf. It's all going on here, Sharon. It's all going on. Anyway... ...and it's still got a blue light on it. Thank God. I'm back. I am back. Okay, we couldn't find your router. But... ... It's connected to the link this app and it's connected to my home Wi-Fi, so yes. Oh. I've got lo- I've got loads of mobile data, which I never use... most of it. Now you're asking me if I've got a VPN. I don't think I have. [silence]
08:00
Speaker 2
Alright. All right. All right. Just to confirm, sorry. Your phone, is it connected to the tube to the links to the Wi-Fi? All right it's kind of turned off also for your mobile data if you have mobile data or any VPN on your phone.
08:00
Speaker 1
Have got a VPN. Do you want to check or try to check. Okay. Hold on a second. Where's settings? Okay. So, where the hell do I find all that? Right. Um, accessibility. Where am I going to find that? Bluetooth. It's my VPN. The VPN is not connected. So that's a that's a good move. Yeah. And what was the other thing? I'll turn off my data. Right. There's the data. Control center. That'll be in there, isn't it? No. Displaying library, symbol 이건. Oh, you can say I'm really at high technology. Aren't you? [silence] This is [silence][ silence] continuatio H:\Stream_ rish and blow paper. I've going searching for a place. I'm not going to find anything. Okay. Hold on. Where's the session? Okay. So, where the hell do I find all that? Open. This is [silence][ silence] oh, you can see I'm really at high technology. Aren't you? [silence] iCloud, emergency, privacy and security. No. Oh God, this is embarrassing. Do you know that? Um, mobile service. Right. Mobile data, switch it off. Yes. OK. Phew, didn't think I was capable of doing that, Sharon. So you've brought out the best in me already. Right, let's go. Back to the app, yeah? I've got to find it first. Oh, for God's sake. Sorry, I shouldn't take the Lord's name in vain. I'm really sorry about that. So, close the app. The Linksys app. Yeah. And reach the. OK, right.
09:00
Speaker 2
Yes, please. alright, so yes, try to force close the app, sir, and then open it again so that it will refresh. Mm-hmm. And yes, and open it again. Well, right. Yes. Yes. Yes, please. [silence] Would you please hold on? I have the call connected. [silence] Myles fave. [silence] Great. [silence] Okay. [silence]
10:00
Speaker 1
Delete it completely, yeah. and delete its data. Yeah. Hold on a second. Bye. This is a real windup, a real windup. I'm learning all the time, I suppose. Right. App Store, links is links is links is download. Right, doing it, doing it. Where are you based, Sharon? I'm guessing the Philippines. Where about's in the Philippines? Which city? Which is the nearest city. Manila? Okay, all right. It's just Okay. All right.
12:00
Speaker 2
Um, and download it again, reinstall it. Okay, yes. That is correct. Um, we cannot disclose that one. We do apologize. You can only see the country. Um, it is asking about the country code. Um, we have not reached that yet. However, you're happy because the country you are in is supported. Uh-huh. Okay, yes. Oh. [silence] Uh, oh, she. [silence] Oh, wait.
12:00
Speaker 1
Saying I haven't got a password for Linksys. That's impossible. Uh, wait a minute.Try my standard one. Work. Please work. Please work.Now I see. Into your router. Please. Please. Please.Sorry. Scream. my password. [silence] router password isn't it? that's what I need. oh I'm really sorry. on the login page, Sharon. got the right email address. I just need thought it was um, logging into the linksys system. don't have okay I'm on it. I'm back to my I've left my coffee behind. this could so yeah huh okay okay uh
14:00
Speaker 2
yes it could be your other best um on what page is it? uh it should be the router's best right
15:00
Speaker 1
It's telling me that's wrong. Hold on a second. Oh no. Let's forget plus for it. shall I do that? That's like a brightly... Does it need... Need a... will it need a special character again? Okay. Wait and... Okay. Why isn't it there? Anyway, you can tell me that, can you?
16:00
Speaker 2
would reset the password sir. Is there an option for you to reset the password so that you can create one. Yes. Yes, sir. It should have a special che character.
16:00
Speaker 1
Oh, no. Right, here we go. Really sorry about this. [silence] No, it's fairly simple. I'm just got stuck on this. Right. Password has changed. I'm on the screen that says password has changed. Now, where do I go? Back to the links, the app. Or else. No, I'm still on it. I'm on. Yeah, okay. So I'm now on a page that says password reset. Password changed in the next few minutes. We'll look over your settings. If we have to make changes, we'll restart your router. So it's sitting there with a big green tick. So, no. It's nothing on the screen. Shall I open the, the.
18:00
Speaker 2
Are you trying to create a router password, no sir? Yeah. You're on the Linksys app already, right? Hmm. All right. Is there an option for you to go next? Uh, what...
19:00
Speaker 1
Links this out properly. I mean this this sent me this send me an email. Yeah. Okay. That sent me an email and I have to click on that to get to it. You know losing it. Too many apps. I heard. So I now got to go back in with my new password. Yeah. Okay I'm on it. I'm trying to be on it.
20:00
Speaker 2
yes yes yes
20:00
Speaker 1
sure, router settings, little clock's running. what time is it, wherever you are? I'm in the Philippines. oh, okay. when's your shift finish? hmm. oh, okay. so you got trouble to start with. it can only get better, Sharon. um, get notified of connectivity issues and network updates. so I'll say yes. yeah, allow. allow on it. done it. sorry. so it's now got a screen that says six devices, two nodes, it's got my phone, it's got my printer, um, it's got the router, um, and a guest network. so I do.
21:00
Speaker 2
It's 948 already, sir. BEAM. I just start my screen. Yes. Yes. Hello. All right. So you want to change the password, correct of your Wi-Fi? All right. So yes, click the three lines. to fix that and so let's do
21:00
Speaker 1
Oh, yeah, yeah, I see it. Right, Wi-Fi settings, yeah. Okay, so the current settings are there. Oh, no, do I just type in a new password where it says Wi-Fi password? Or do I have to click on, so I can delete that one. Okay. Okay, yeah. And all the visitors and my wife, they'll all have to reconnect, will they? Will affect them as well. Okay, that's good. That's all right, as long as I know. So I've got to create another password.
22:00
Speaker 2
i'm on the upper left corner of the screen. Can you see it? Then tap on Wi-Fi settings. Yes. There you can change your Wi-Fi name and password, sir. Yes. And also just to set a proper expectation, once you change the settings of your router or change the Wi-Fi password, you need to connect your device again manually to the Wi-Fi since the password was changed. Yes.
22:00
Speaker 1
Well, can I use can I use the same one? You're not supposed to do that, are you? Okay. Yeah. You've obviously got used to me not being good at this still stuff. So just save, yeah? it says it will cause Wi-Fi to connect from your Wi-Fi blah blah blah. Do you want to continue? That's exactly what you just told me. So I'll have to reconnect everything. Re starting the Wi-Fi. Oh no, I used an app. It's not what you use.
23:00
Speaker 2
Yes, you can use the same password if you want, sir. As long as you remember the password. Yes, just save, and then it will apply changes. Yes, yes. Yes, you are already on the app, sir.
23:00
Speaker 1
No, no, no, I've just, I've just put an app in my new password. Sharon this is, this is, and now I'm extremely embarrassed by my own stupidity. 'cause I used the same password, which has got an app in it and I've got to go back and do that again, haven't I? So I've got to go through what we just went through in terms of, and get to that screen and change my password again, and leave out any special characters, otherwise I can't connect. Uh.
24:00
Speaker 2
Yes, but you need to connect to the Wi-Fi again using the new password before you get into the Linksys app. What's the... are you now disconnected to the Wi-Fi? [silence]
24:00
Speaker 1
It says restarting your Wi-Fi. about it's on my phone. It says restarting your Wi-Fi could take up to a minute. So that's going to reset my Wi-Fi password to the word that I put in with an app. So I've got to go back in there, got to back to the Linksys and go back and find that screen that you just got me to and change it again, to something that doesn't got a special character. Okay, It's, It's the little clock, it's ticking about rather than scrolling against it. Incorrect password. So [silence] okay, hold on second, yeah. Okay. Um, it's, it's the little clock is ticking. Well, the thing's scrolling against it. Incorrect password.
25:00
Speaker 2
Can you check if you're still connected? Mm-hmm. Okay, yeah. Can you check if you're still connected? Mm-hmm. Yeah. I see. Okay. Uh-huh. Before that, sir, go back to the Wi-Fi settings on your phone. All right. And then select your network. Is it asking for a password?
25:00
Speaker 1
Obviously, I've got to put in a new password, yeah. Okay. Right, so that should be because I've just written it down. Even I can't get that wrong. So, yeah, I'm back intimate. Yeah, that's good. I'm now connected, yeah. It's still on that screen that's scrolling saying, restarting your Wi-Fi, this could take up to a minute. Well, it's taken up to a minute already, but, so it's back screen with a little circle going round.
26:00
Speaker 2
Yes, yes. Are you now connected? All right, so since you're still not connected, you'll go back to the Linsess app.
26:00
Speaker 1
heavec anasoht internet connection. check router, power, there's any. troubleshoot okay so now, we've got troubleshoot. sorry. yeah. close it, yeah, I've closed it. i think. um no I haven't. [silence] go the screen up. i've got log out at the bottom. is that what you want me to do? and then log back in again. are you sure you want to log out? go out. connected to your outer. Oh here we go again, sorry.
27:00
Speaker 2
All right, so we've tried to close the app store and open it again. like close it and just open. no, don't reinstall and and it's bolted, just close it. [silence] All right, and then access it again. [silence] Yes, yes.
27:00
Speaker 1
getting up to settings, again. little things at the top left hand corner if I'm not mistaken, yeah see I do learn by my mistakes, Wi-Fi settings, now, don't put any stupid. Right, let's try and be Oh, um, yeah, I'm I'm, um [silence]
28:00
Speaker 2
Let, let. Make sure you take a note of the password, sir, or maybe take a photo of that, our screen shot.
28:00
Speaker 1
Certainly doing that, don't worry. I've got a piece of pen. I've got a piece of paper and a pen. I'm quite careful when I'm on calls like this. I write I write things down, um because I know my memory is rubbish. Um right, let me just decide what to call myself or what the password should be. Oh, I know. Right, save. Restarting your Wi-Fi. Yeah, we're back to that screen. Uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, Uh, absolutely. Okay. Our first name is Bernard. Americans will say Bernard. B e r n a r d. [silence] Forgotten the rest. One more time. Okay, go for it. I always pronounce that in my Christmas cards. B e r n a r d. That's exactly it. Uh.
29:00
Speaker 2
I see sir while waiting kindly provide your first and last name and also your email address for me to create a record for you
29:00
Speaker 1
second. second second name is Buckley, which is B-U-C-K-L-E-Y. Okay, it's really original. It's Bernard. Buckley, all lowercase. with then with a one at gmail.com, sorry, so it's Bernard. Buckley, one at gmail.com. No problem. seconds. Okay. [silence]
30:00
Speaker 2
All right. And how about the last name? [silence] Got it. [silence] All right. How about your email address for now? mmHm. [silence] I see. [silence] Got it, thanks so much. I'm gonna break your record here. [silence] All right, so can I go back to the Wi-Fi settings? [silence] on your computer and then connect to the Wi-Fi again and input the new password.
30:00
Speaker 1
It's noticed that I've got change the password. Ah, yes, it has. Hooray. Here we're back into it. Great jump. So back to the Linksys. Yes, it did. Yeah, I'm back in with with my new password yet almost done. [silence]
31:00
Speaker 2
right # did you flag in or sign in or connect to the Wi-Fi again sir? using the new password alright so crispy
31:00
Speaker 1
sorry hey. no, thank you, Sharon. you've been very patient and very, very nice to me. So I can only say thank you 10,000 times.
32:00
Speaker 2
are you connected to the Wi-Fi now, sir? If you are connected to the Wi-Fi now, sir, and successfully connected, then that means that you successfully changed the password. Right. All right. So, is there anything else I could assist you with other than this? No. You're welcome, sir. So, in case you need assistance again, then don't hesitate to contact us back. And then I can provide you the ticket number just in case so that you will not repeat yourself.
32:00
Speaker 1
Oh, no, no tropical storm. I'm like, oh, I used to get those in Hong Kong. I lived on the 27th floor of the building, so I had to tape up the windows and things like that. That's that's scary stuff, I'll tell you. Scary stuff. Anyway, thank you very much for your time, effort, and I hope the rest of your shift is a lot easier than this one. Go on, have a cup of coffee like I'm doing. Sharon, you've been marvelous. Thank you very much. What I'm doing, but thank you. Bye for now. Bye. Bye.
34:00
Speaker 2
Mm-hmm. Mm-hmm. Oh, I see. Yeah. You're welcome, Bernard. Alright, enjoy your coffee, Bernard. Have a good one. Yes.
34:00