V2 Rubric Detail — 5b06348c-6bf2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 15:20
Duration
5m 12s
Contact
305-849-9458
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall27.7% (-8.3)

V2 Grader Summary

The customer reported a connection after password re-entry, indicating partial resolution, but the agent failed to verify it or provide structured troubleshooting. While some basic communication and technical accuracy were present, lack of proactive guidance, verification, and next steps prevented full resolution. This results in a Partial Resolution outcome.

V1 Case Analysis

Customer reports laptop cannot connect to Wi-Fi despite password reset; receives 'incorrect password' error. No troubleshooting performed. Call ended without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect any product information (model, serial, warranty) despite it being standard protocol.
  • No troubleshooting steps were offered, even though the issue (incorrect password after reset) is a common and well-documented scenario in the KB.
  • Agent did not verify whether the password reset was successful or if the laptop actually connected — relied solely on unverified customer statement at [04:00].
  • Call ended without confirming resolution, offering self-help resources, or providing a path forward — operational abandonment.
Positive Highlights
  • Agent correctly identified the symptom ('incorrect password') based on customer description.
  • Agent used polite closing language ('Thank you so much for your time. We have a nice day ahead.')
Agent Errors / Gaps
  • Did not collect product model number, serial number, or warranty status — a critical protocol failure.
  • Failed to guide customer through basic Wi-Fi troubleshooting: verify password on label, forget network, reconnect, check DHCP.
  • Did not confirm resolution — accepted unverified statement 'it's connected' at [04:00] without asking for validation (e.g., 'Can you browse a website?').
  • Ended call without offering any next steps, self-help resources, or escalation path — left customer without support closure.
  • Did not mention or direct customer to check router admin page (http://myrouter.info or http://192.168.1.1) to verify or reset Wi-Fi settings, which is standard procedure per KB.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer stated 'it's connected' after attempting a password, implying temporary resolution, but agent did not verify connection stability or internet access.
R2 Not Met Diagnostic thoroughness conf 96%
No structured troubleshooting steps (e.g., forget network, check router settings, verify password via admin page) were offered; agent relied solely on customer re-entry.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged the symptom (incorrect password) and allowed customer to resolve it independently, but did not guide through proper recovery path like checking label or using recovery key.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent repeated customer’s statement but asked no diagnostic questions (e.g., other devices affected, password source, router admin access) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (router admin login, recovery key, device list check) were used or suggested despite the issue requiring verification of Wi-Fi credentials.
T3 Partially Met No misinformation conf 82%
Agent correctly noted that incorrect password means the entered password doesn’t match, which is factually accurate, though no further correct guidance was provided.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not set expectations, outline steps, or manage call flow—abruptly moved to close after unverified resolution.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language and allowed customer time to test, adapting slightly to customer’s pace, though no comprehension checks were made.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent stayed on the call and allowed customer to self-resolve, but did not actively guide or confirm resolution, showing limited ownership.
O2 Not Met Proactive follow-through conf 96%
No next steps, follow-up, or confirmation process was established after the connection claim.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and the issue was within L1 scope, so escalation decision is not applicable.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent used polite tone ('ma’am', 'thank you') but offered no empathy for frustration or acknowledgment of effort.
X2 Partially Met Tone & rapport conf 77%
Agent paused and allowed customer to attempt fix, showing some adaptation to customer’s pace, though engagement remained minimal.
X3 Not Met Overall experience conf 95%
Customer had to repeat issue and was left to self-diagnose without support, increasing effort unnecessarily.
Call Transcript6 turns · 9 lines
Speaker 1
voller https://public.tableau.com/profile/okeed... Yes. Yes. I was trying to um get my laptop connected to my um Wi-Fi and um it's not letting me so I they told me I had to
00:00
Speaker 2
Welcome to links is 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 dot linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling links technical support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
call y'all. link support for my router. [silence] [silence] yeah, it says it's not letting me connect to my um, laptop. [silence] it says incorrect password. [silence] so, um, mm-hmm. no, I didn't. no, I did not forget my wi-fi password. [silence] the password might be off.
01:00
Speaker 2
Hopefully I got that. Got it, ma'am. Ma'am, aside from the laptop, it's not-- Oh, okay. When you type it, ma'am, aside from the laptop that you wanted to connect it to the uh, your internet, like uh, is there an error that you receive when you try to connect your laptop to the wi-fi? Like what's the error, ma'am? Okay. So incorrect wi-fi password. You forgot your wi-fi password? Alright. Now if by chance ma'am that when you enter your wi-fi password when you connect your laptop and it says incorrect then the password might be wrong.
01:00
Speaker 1
Okay, I had called y'all and resetted my password. I resetted my password so, but now it's back to the same. Yes, I do. Okay. One moment, please. [silence] I'm trying to figure up. Sorry. I'm putting a password to try to see if it connects. [silence] Okay, it's connected. Don't be on.
02:00
Speaker 2
Okay. Anything else I can assist you aside from this? O.K., right. Then thank you so much for your time. We have a nice day ahead. Bye bye.
04:00