V2 Rubric Detail — 4e63f3a0-7ba5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 14:48
Duration
11m 49s
Contact
Karla Zapata
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136533
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication1.25/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall47.5% (-8.5)

V2 Grader Summary

The agent successfully resolved the customer's internet issue through a router reset, but violated KB protocol by skipping the Recovery Key method and using an incorrect 5-press reset instruction. Communication lacked empathy and adaptation, increasing customer effort, though ownership was maintained. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

Customer reported no internet and password rejection. Device out of warranty. Agent guided through factory reset with mixed instructions (hold reset, then 5-press). Customer reported internet restored, but no verification performed.

Troubleshooting Steps
  • Collected serial number and customer name
  • Confirmed LED status (initially solid green, later red)
  • Informed customer the device is out of warranty
  • Guided customer to perform a factory reset by holding the reset button until the light turned blue
  • Provided incorrect 5-press reset instruction after initial reset failed
  • Asked customer to verify internet access after reset
Key Observations
  • Agent incorrectly advised a 5-press reset method, which is not applicable to non-mesh routers (per KB: only valid on WHW, MX, MR, MBE series without dedicated Pair button).
  • Instructions were contradictory: first to hold reset until blue, then to perform 5-press after red light appeared.
  • No verification of internet connectivity was performed beyond asking the customer if it was working.
  • Agent stated out-of-warranty status without performing a warranty lookup; relied on serial number alone without confirming via system.
  • Customer email was phonetically provided and should be normalized to carla@gmail.com.
Positive Highlights
  • Collected serial number and customer name, which supports case documentation.
  • Identified the device as end-of-life and set appropriate expectations about warranty coverage.
  • Initiated a factory reset, which is a valid troubleshooting step for login/password lockout issues.
  • Customer reported that internet was working after the reset, indicating a possible resolution.
Agent Errors / Gaps
  • Provided wrong reset method (5-press) for a non-mesh router — this method is not documented for standard EA/E series routers (ACCURACY failure per universal_factory_reset.md).
  • Gave conflicting reset instructions: first to hold reset until blue, then to perform 5-press after red light appeared.
  • Did not verify internet connectivity with a proper test (e.g., speedtest.net or website access).
  • Stated out-of-warranty status without performing a warranty lookup — protocol requires verification or system check when eligibility is discussed.
  • Failed to confirm product model — critical for determining correct reset procedure and support eligibility.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet was working after reset: 'Yes, it's working. Bye.' Agent verified by asking to open a website.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped non-destructive Recovery Key method per KB and jumped directly to factory reset; no verification of local login or admin password attempts before reset.
R3 Partially Met Correct resolution path conf 85%
Agent correctly acknowledged OOW status and offered troubleshooting, but chose destructive reset over recommended Recovery Key path despite KB protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about model, serial, light status, and Wi-Fi visibility, but failed to diagnose admin login issue or confirm local access attempts.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools or resources used (e.g., Recovery Key, remote session, login test) even though KB requires Recovery Key before factory reset.
T3 Not Met No misinformation conf 95%
Instructed 'press reset button five times' — this is the 5-press pairing method, invalid for this model (not WHW/MX/MR); KB requires holding reset for 10–20 seconds.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but had long silences, unclear transitions ('All right... go ahead'), and failed to reframe after customer confusion; call control was weak but not entirely lost.
C2 Not Met Confirmed understanding conf 85%
Used technical terms without adaptation; did not confirm understanding despite customer confusion (e.g., 'I just found a way to calm green') and repeated pauses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on reset guidance without unnecessary escalation.
O2 Met Proactive follow-through conf 85%
Provided clear next steps: reset router, then verify internet by opening a website; outcome confirmed by customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate — issue was within L1 scope, and agent continued troubleshooting despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy statements; did not acknowledge customer's frustration, repeated contact, or difficulty despite customer's pauses and confusion.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace; continued with complex reset instructions without checking comprehension, leading to customer confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and follow unclear reset instructions ('press five times'), increasing effort and confusion.
Call Transcript20 turns · 22 lines
Speaker 1
[silence] Hi yes, I'm calling you 'cause I'm having issues with my internet. I called spectrum and they gave me this number to call you guys. Well [silence] [silence] Oh [silence] Yeah, right now, she helped me. [silence] Yeah, there's no internet. [silence] She helped me reboot everything. [silence] And um, it keeps saying now that I'm putting the wrong password and I'm putting the right one.
00:00
Speaker 2
[silence] [silence] [silence] [silence] Hello. Thank you for calling Mayfair's technical support. This is Shawn. How can I assist you, sir, today? [silence] Okay, let's finish [silence] I see. So, there's a problem with your internet, ma'am. There's no internet connection coming from the router. Mhm.
00:00
Speaker 1
And they told me, I don't know, they gave me this number to help reset the password or connect. And let me, give me one second, okay. Say, gimme one second. It is a 13R. So there's two boxes. Is it the smaller one or the bigger one? I'm not sure. Yeah, they both say Lynx this. All right. I'm going to put in my model. [silence]
01:00
Speaker 2
Oh, I see. Got it. All right, ma'am. Now, please let me assist you with this concern. Before we proceed, kindly provide the model number and the serial number of your links as router. All right. Is there, I'll link, the word? It should be the one that is connected to your modem, ma'am. So, your Spectrum modem. [silence]
01:00
Speaker 1
okay, so there will number two zero, J 1067828, 518. It has a green light. [silence]
02:00
Speaker 2
all right. we acknowledge. All right, and can you tell me, Mom, what's the light status of your Linksys router right now? Right, green light, but every time you input the password, it should say incorrect password.
02:00
Speaker 1
No, it just doesn't. I just found a way to calm green. As long as green, good. um She just had me unplug it and replug it. Um It's still green. It should be green. Are you going to kill them?
03:00
Speaker 2
But the light the light the status is solid green, however, no internet connection, is that correct? [silence] And what troubleshooting have you done so far with the links router? [silence] All right. [silence] When you unplug and replug this one, Redm, did you observe the light status? [silence] Um, when you plug it back in, ma'am, does the light turns to solid green or blue then go to fading blue and then solid green? Does the light changes? It's just stay solid green. all right and also I'm trying to confirm if your network is still showing on your Wi-Fi list. it's still showing. it's out almost for and it's connected to cloud-based. and also can you tell me um how many Linksys routers do you have? or how many towers? only one. [Silence]
03:00
Speaker 1
um, okay. Because of Washington.
05:00
Speaker 2
All right. Go ahead. Kizaki only one. All right. Go ahead. Because based on the record here, ma'am, with regards to the serial number that you provided to me, your device was already part of our end-of-life device and also it's already out of warranty. So, we cannot assist you to troubleshoot this one. However, if the router is defective or have a problem, we cannot provide a replacement or a refund for the device. Our device was already out of warrant. So if ever your device is defective or defective defective, then we couldn't provide any refund or replacement, but we can assist you on how to troubleshoot this one. All right. So here's the thing, ma'am. The option that we can do is that we will do is that we will troubleshoot this one, right by following the steps provided. You can do it on your end, you should still troubleshoot this one, right? Yes. Okay. Do you have access to that Wi-Fi device? May you see your device that is given to me?
05:00
Speaker 1
so everything's gonna disconnect yeah, proceed.
06:00
Speaker 2
you there? We will reset this router and once we reset this one ma'am, all the devices that are connected to your Wi-Fi or to your linksys router will be disconnected cause your router will go back to its default settings or factory settings. So you want to proceed with the troubleshooting? All right. So yes, we will reset this router. Can you press and hold ma'am the reset button of the router for until the light went off and release once the blue light is showing? Press and hold the reset button until the light went off and release once the blue light is showing.
06:00
Speaker 1
the screen looks green talk simply about computer programs. programs with speech recognition. This is text from the audio. This is blue. This seems to be some gibberish followed by unintelligible audio.
07:00
Speaker 2
The light won't stop. Let's see if it's reset.
07:00
Speaker 1
of the water. Yeah, one thing. [silence] [mumbles] [silence] [mumbles] operate but keeps not working with the password it has a red light
08:00
Speaker 2
at g mail dot com. Dear Carla, is it a C or a letter K? Now what's the light status of the router right now, ma'am? A solid red or a blinking one. OK, so I think it's a pinkish red. So the next step you need to do ma'am, kindly press the reset button. But this time, you need to press it five times, like press, release, press, release, [silence]
09:00
Speaker 1
... colors. It's it's a red, it's a green light again. Nothing. Nothing. I'm OK. It's solar. Yes, I think it might be working. Give me a second. I think it might be working now. Mom. No, no mommy. Mom. I think it's good now. Yeah
10:00
Speaker 2
press for 5 times not too fast and not too slow. it's a great light um is it a solid or blinking one? saw that and you already pressed the reset button 5 times uh right sorry and also I'm gonna check if it's working right now
10:00
Speaker 1
I like good and the Bowd. Yeah, let me see. Yeah, it's working. Yes. Okay, got it. No, that's it. Okay. Thank you. Bye.
11:00
Speaker 2
All right, can you open any website, ma'am, or any application and check if the internet is working? [silence] You can see it. It's working. All right, so in case you have any problem with your router. [silence] You can contact us again, all right? [silence] All right, is there anything else that you see that we can comment on or have a good one. Bye for now.
11:00