V2 Rubric Detail — 5cf603fa-6fc4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 12:00
Duration
5m 11s
Contact
Mary Rivenbark
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134588
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Multiple devices cannot connect

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall55.4% (+29.4)

V2 Grader Summary

The agent correctly identified the device as end-of-support and committed to email instructions, fulfilling OOW best-effort expectations. However, no meaningful troubleshooting was performed, and tools like local router access were not used. The issue remained unresolved, resulting in an Unresolved outcome despite adequate communication and ownership.

V1 Case Analysis

Customer cannot connect due to Wi-Fi password rejection. Agent incorrectly stated device is end-of-support and cannot retrieve password. No troubleshooting performed. Promised email with instructions but provided no immediate help.

Troubleshooting Steps
  • Misheard and incorrectly verified serial number
  • Asked if default Wi-Fi password on label was tried
  • Incorrectly concluded device is end-of-support and cannot retrieve password
Key Observations
  • Agent misheard and incorrectly recorded the serial number at [01:00], indicating poor attention to detail.
  • Agent failed to collect or confirm the router model number, which is critical for accurate support and warranty determination.
  • Agent incorrectly stated that the device is end-of-support and cannot retrieve the Wi-Fi password — this contradicts Linksys KB: the Wi-Fi password is printed on the label of every Linksys router, regardless of age or support status (adjacent_connecting_devices.md).
  • Agent did not guide the customer to locate the password on the router label, which is the standard first step for all Wi-Fi password issues.
  • No attempt was made to reset the Wi-Fi password or access the router’s web interface, both of which are valid options even on older devices.
  • Call ended with only a vague promise of an email, with no confirmation that it would be sent or what it would contain, leaving the customer with no actionable path forward.
  • Agent did not verify whether the customer could access the router locally via http://192.168.1.1 or http://myrouter.local, which is possible on nearly all Linksys models.
Positive Highlights
  • Agent apologized for the wait and expressed empathy for the customer's frustration.
  • Agent attempted to verify customer information and set expectations early in the call.
Agent Errors / Gaps
  • Incorrectly claimed the router is end-of-support and cannot retrieve the Wi-Fi password, which is factually wrong per KB — the password is always on the label.
  • Misheard and incorrectly verified the serial number, compromising case accuracy.
  • Failed to collect the router model number, which is necessary for proper support.
  • Did not instruct the customer to check the bottom of the router for the Wi-Fi password, which is the primary method for all Linksys devices (adjacent_connecting_devices.md).
  • Did not attempt to guide the customer through accessing the router’s web interface to view or reset the Wi-Fi password (universal_password_login.md).
  • Provided no immediate troubleshooting steps and ended the call with only a promise of future email, failing to deliver any real-time value.
  • Did not confirm whether the customer had already tried the password printed on the label or whether the label was missing/damaged.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a working solution; only promised to send email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only if default password was tried and then stopped troubleshooting; no power cycle, case-sensitivity check, or router access attempted.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as end-of-support and offered best available path (email instructions), aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (password not accepted) and asked about default password, but failed to explore root causes like case sensitivity or router settings.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., checking router UI at 192.168.1.1 or myrouter.local) despite being appropriate for verifying password or settings.
T3 Met No misinformation conf 95%
Agent accurately stated the device is end-of-support and that email instructions would be sent — factually correct and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectation about end-of-support but did not open the call with clear framing, had long silences, and abrupt closure.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to customer’s visible confusion about label contents.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, did not transfer, and committed to follow up via email — demonstrating ownership.
O2 Met Proactive follow-through conf 95%
Agent provided clear next step (email with instructions) and specific timeline (5–10 minutes).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the OOW status and non-critical nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized sincerely, thanked customer for patience, and maintained courteous tone throughout.
X2 Partially Met Tone & rapport conf 85%
Agent maintained politeness but did not adjust pace or rephrase when customer struggled to find password on label.
X3 Met Overall experience conf 90%
Agent avoided re-asking known info and offered email solution to reduce further effort.
Call Transcript8 turns · 10 lines
Speaker 1
Oh, good morning Josh. My name is Mary Robin Bark. I've got a problem. I have spectrum internet and um they had to reset my network because I was having a problem uh, but because I, I own my own equipment. [silence]
00:00
Speaker 2
Welcome to Linksys support for in warranty. 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.linksys.com please have your device serial number ready for assistance press one 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 Linksys my name is Josh How may I assist you today.
00:00
Speaker 1
Um, I can't, I've got my network name, but it won't take my old pas- my password. So, can I offer you my serial number? It's 108, ZZ C as in Charlie, 694452777. That's, yes. Yes, my first name is Mary. My last name is Ravenbart. That's R I, V as in Victor, and Charlie.
01:00
Speaker 2
Yes ma'am. Thank you so much for that. Ma'am so let me again verify the serial number. So it's 10822 super Charlie 694457 is that correct? Thank you so much for confirming ma'am. And yeah regarding with this one in order for me to create our ticket here, may I have again your first and last name? Thank you so much.
01:00
Speaker 1
N., B's and boy, A-R-K, Riven bark. It's Riven bark, my last name. That's right. Because the fellow, he, he, he reset my network. So when I go to settings, um, it will show my network name, Carolina girl, but it, when it asks for the password, it won't take the password.
02:00
Speaker 2
[silence] all right. Thank you so much for that one, ma'am. And what about your email address? Mm-hmm. Thank you so much for that one. All right. So going back to that issue, you mentioned that your devices are able to detect the Wi-Fi name of the router. However, the router does not accept the Wi-Fi password. Is that correct? Mm-hmm. I see. And have you already tried using the default Wi-Fi password labeled underneath the device? [silence]
02:00
Speaker 1
I'm sorry my Wi-Fi [ silence ] Oh, I see some letters I don't see any it just says Mac address and then I I see some numbers that's all [ silence ] All right [ silence ]
03:00
Speaker 2
and have you tried using the default wifi password or can you check if the router yeah can you check like underneath the router itself check if it has a default wifi password password you didn't see any password code klar I see got this one so yeah for this one ma'am before we proceed for the troubleshooting I'm going to set your expectation that this router is already one of our uh let me double check if it's already one of our end of support ma'am you know Hello ma'am, thank you for frequently waiting. Yes ma'am, I really do apologize upon double checking my tools here this router is actually one of our end of support and obsolete device ma'am, so that means that I can no longer walk through on how to retrieve the Wi-Fi password for this device. But however, rest assured that I can still be or I can still be sending you a step-by-step instructions via email on how to retrieve the Wi-Fi password. And rest assured that you will receive the email within five to 10 minutes. All right, thank you so much again for your understanding. Well standing and patience ma'am and thank you also for calling Linksys. you have a great day.
03:00