V2 Rubric Detail — 508d81e2-667d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:39
Duration
19m 20s
Contact
Robin Simpson
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication0.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall41.4% (+1.4)

V2 Grader Summary

The agent attempted limited troubleshooting but missed key diagnostic steps like checking for iOS Private WiFi Address or forgetting the network. The interaction lacked empathy, clear communication, and effective call control, and the issue remained unresolved. While ownership was demonstrated, technical and communication failures prevented full resolution.

V1 Case Analysis

Customer reports sudden 'incorrect password' error on Wi-Fi despite no changes. Agent confirmed tablet access to Linksys app and masked Wi-Fi password. Advised phone to forget/reconnect network and suggested Wi-Fi channel scanning (irrelevant to password issue). No resolution confirmed. Customer to restart phone and call back if issue persists.

Troubleshooting Steps
  • Confirmed tablet connectivity and solid white LED on parent node via Linksys app.
  • Guided customer to view masked Wi-Fi password in Linksys app dashboard.
  • Advised customer to forget network on phone and reconnect using the displayed password.
  • Suggested scanning Wi-Fi channels via 'Channel Finder' in advanced settings (irrelevant to password issue).
Key Observations
  • Agent failed to collect product model, serial number, or warranty status despite troubleshooting a mesh system (likely Velop).
  • Troubleshooting was technically inaccurate: channel scanning does not resolve password authentication failures.
  • Agent did not guide customer to verify or reset Wi-Fi password via router admin interface (e.g., http://myrouter.local or http://192.168.1.1), a core step for password issues.
  • Communication was poor: frequent silences, lack of empathy, and no clear recap or closure.
  • Agent incorrectly dismissed router-side issue based on partial device connectivity without validating actual password state on the router.
Positive Highlights
  • Agent successfully guided customer to access the Linksys app dashboard and view the masked Wi-Fi password.
  • Agent confirmed multiple devices (16) were still connected, helping rule out total network failure.
Agent Errors / Gaps
  • Missing collection of product model/serial and warranty information (protocol breach) — critical for mesh troubleshooting and support eligibility.
  • Provided irrelevant and technically incorrect advice: channel scanning does not address password authentication issues (accuracy failure).
  • Failed to guide customer to verify or reset Wi-Fi password via router admin interface (e.g., http://myrouter.local or http://192.168.1.1) — a fundamental step for password-related problems.
  • Poor call control: frequent silences, unclear statements, no empathy for customer frustration, and no structured summary or next-step confirmation.
  • Incorrectly dismissed router-side issue based on partial device connectivity without validating the actual password state on the router.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call by saying they will try restarting the phone and call back if unresolved; no confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested checking Wi-Fi password visibility and scanning channels, but skipped core steps like forgetting network or checking DHCP/Private Address settings.
R3 Partially Met Correct resolution path conf 85%
Agent attempted troubleshooting without dismissing customer, but did not fully leverage best-effort path (e.g., no reset network settings or MAC randomization check).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified incorrect password symptom but failed to ask key diagnostic questions (e.g., other devices, DHCP, iOS Private Address).
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used app-based channel scan but did not access admin dashboard or logs to verify router state, despite available tools.
T3 Partially Met No misinformation conf 85%
Suggesting channel scan to fix a password issue is technically inaccurate; otherwise, guidance was not harmful.
Communication
C1 Not Met Clear & professional language conf 95%
Agent showed confusion, long silences, poor call control, and failed to frame or guide the interaction effectively.
C2 Not Met Confirmed understanding conf 90%
Agent used vague prompts like 'what were you saying?' and did not adapt language or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and attempted to resolve the issue without avoidance.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested restarting phone and offered callback, but provided no clear timeline or ownership for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation occurred, and given the incomplete troubleshooting, the decision not to escalate was reasonable.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration or expressed empathy; tone remained detached and procedural.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust to customer’s confusion, used disjointed pacing, and failed to maintain engagement.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and perform irrelevant steps (channel scan) that increased effort without addressing root cause.
Call Transcript30 turns · 31 lines
Speaker 1
Hi, I've got a problem with my Mesh system. I've not changed any settings or done anything to this. It's been working fine and suddenly the Wi-Fi signal has dropped out and whenever I try to reconnect, it's now saying incorrect password. Do you have any idea how or why that could have happened? Hello?
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. My name is Gerald. [silence] I'm trying to fix my hike right here.
00:00
Speaker 1
I haven't heard a word you said. You disappeared. Did you hear what I said? So all of a sudden, my mesh system has dropped its Wi-Fi connection. Uh and I now can't log on because it's saying incorrect password. And it's been fine for weeks. I've not changed any settings. Just all of sudden, it's now saying incorrect password when it tries to auto reconnect. I can't get into either. Well, I can get into the app, but it won't take me to the dashboard because it can't find the router.
01:00
Speaker 2
yeah, I was trying to fix my headset yo I did not, what were you saying? are you trying to log in to the app? or to your wi-fi? yeah, because you are not connected
01:00
Speaker 1
The router is got a white light, but as I said to you, the, uh, the Wi-Fi has dropped out because for some inexplicable reason, it now says that it's an incorrect password. Do you have any idea how that might have changed or what might have caused that? You have any ideas? Yep. Yep. I've not done anything to the router so far. I wanted to call you because I can't see how when it's been working just fine and now it's not. Do you have any ideas? Yeah, I do, but it's gone.
02:00
Speaker 2
we need to be connected to the Wi-Fi. first. what's the light of the router? I'm still trying to understand that here. because you said, you are trying to connect to the Wi-Fi, but you can't connect to the Wi-Fi. right? just making sure I understand it. all right. and you're saying that's solid white. did you reset it? did you, what have you done so far prior the calling?
02:00
Speaker 1
Working fine for weeks and weeks with no problems. How it would suddenly change to say it can't auto reconnect because of an incorrect password. Well, uh that would suggest to me that somebody's you know hacked into the Wi-Fi and changed the password, because otherwise, how the hell would it happen? Uh Yeah. Yeah yeah, can. But No, it says incorrect password. Well, I imagine everything's disconnected. [silence]
03:00
Speaker 2
Heh. Can we go to your phone settings? Go to Wi-Fi settings. Can you see the Wi-Fi you created your home network? Can you connect to it? Is there a device that's still connected to Wi-Fi or all of them disconnected? [silence] Can
03:00
Speaker 1
I can put my tablet into it. Does it need to be in the parent node or will one of the child nodes be fine? Okay. Okay?
04:00
Speaker 2
do you have a computer that can be hardware directly to the modem um router it doesn't matter as long as it's connected to your link sys Wi-Fi
04:00
Speaker 1
Let me check this. strange. My tablet is saying that it's connected to the Wi-Fi. without the ethernet connection. Yes. Samsung S 10.
06:00
Speaker 2
alright wait right so tablet uh... not iPad right? uh... uhu I guess we can uh... I guess I guess I guess we can use that like download the the link at Stis app on that tablet. I forgot to ask you have a record right here. Are you Robin? all right. Let me use this ticket.
06:00
Speaker 1
Right I've managed to get into the dashboard Okay advanced Wi-Fi settings No okay yeah I'm on that Yeah
08:00
Speaker 2
All right, go to the the Wi-Fi settings on the app. No, not the advanced Wi-Fi settings, just the Wi-Fi settings. You can you can see the Wi-Fi from there, right? You can see the password. All right, so that's the password you're using. [silence]
08:00
Speaker 1
well it's blanked out on here as in it's dots not not the um the actual letters and numbers can't see the password no it's dotted oh there we go yeah it's come up now yeah yeah so that's the same password that's been in it for weeks weeks uh well I I did try that um do I need to get the phone to forget the network first do you think and then re-establish it [silence]
09:00
Speaker 2
You can't see the Wi-Fi password. Can you? Yeah. Now, can you try connecting your phone using that password? [silence]
09:00
Speaker 1
Oh, it says incorrect password. Yep. Well my [silence] I've just been [silence]
10:00
Speaker 2
Yeah, we can try that. Yep. Forgot and then reconnect. [silence] [silence] I'm still saying incorrect password. I don't think there's a problem with your router if your other devices are working fine. They can connect their solid white.
10:00
Speaker 1
Kicked out of my tablet as well, as soon as I clicked forget network on my phone. So, let's see if I can get back into it. On there. Yeah, see, that seems to have connected fine on the tablet. Does that mean it's a phone issue?
11:00
Speaker 2
Sure. Probably we can ... if you are logging to the app, you can see the device that's connected to it. Right? Like how many devices connected right now? Like go to the dashboard first.
11:00
Speaker 1
right devices yeah i've got 16 devices currently connected yeah yeah well not without cutting you off so i'll give that a try and ring back if there's still a problem no it's fine i'll call you if it doesn't resolve the problem
12:00
Speaker 2
all right So there's really no problem with the router then Can you turn off your phone and back on? would you like me to call you back in five minutes OK, but were you good to the dropping a connection uh, can we scan the channel or you don't want to do it right now.
12:00
Speaker 1
How'd you mean? yep. okay, so advance settings, on the Linksys app, are we talking, yeah? okay. one sec. Channel finder. There we go. okay, that's scanning channels, currently. [silence]
13:00
Speaker 2
So, what I mean is that we go to advanced settings under Wi-Fi, there's advanced option advanced Wi-Fi settings, look for channel finder, scan the channel, and that will optimize the channel for Wi-Fi. Yeah, link to this app. (Okay) All right. Okay.
13:00
Speaker 1
Yeah, I just can't. Understand... why... When my phone's been working fine all day, it just suddenly... Start coming up with the fact that it's an incorrect password doesn't make sense. Hmm. Well, it doesn't seem to be if all the other devices are still connected. Okay, we're about a third of the way through scanning channels at the minute.
14:00
Speaker 2
Right. But I'm not really sure if that's a router problem. All right.
14:00
Speaker 1
okay so your channels are already in the best configuration possible and no changes were made
18:00
Speaker 2
Okay, I guess we can just observe it for now. You have other questions or [silence]
18:00
Speaker 1
Uh, no, I'll try it and I'll uh... I'll uh, see what happens, I'll um, restart the phone and uh, try it again. Thanks. Cheers, thanks, right.
19:00
Speaker 2
a well thanks uh a thank you so much and uh hope you have a good one take care
19:00