V2 Rubric Detail — 6c63a990-8073-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 17:34
Duration
18m 15s
Contact
317-514-3969
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136575
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall42.0% (+20.0)

V2 Grader Summary

The agent made partial diagnostic efforts but failed to resolve the Wi-Fi password/connectivity issue due to lack of tool use (admin UI, factory reset), incomplete troubleshooting, and no confirmation of resolution. Customer experience suffered from repeated password failures without empathy or effort reduction. The call ended unresolved with only generic guidance to download the Linksys app.

V1 Case Analysis

Customer unable to connect to Wi-Fi using default password from router label. Agent provided incorrect SSID suggestion ('LynxSetup') and nonsensical strings instead of valid troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Asked for serial number (L207270C6121)
  • Suggested connecting to non-existent 'LynxSetup' network
  • Advised double-checking password on label
  • Provided random alphanumeric strings instead of instructions
  • Suggested using Linksys app for setup
Key Observations
  • Agent suggested 'LynxSetup' as a Wi-Fi network name, which is not a valid default SSID for any Linksys router per KB.
  • Agent provided random, nonsensical alphanumeric strings (e.g., 'G H V HW two six three one eight') instead of technical guidance, indicating a complete breakdown in support.
  • No attempt was made to guide the customer to the router's web interface to change Wi-Fi settings, a fundamental step for this issue.
  • Agent did not identify the router model, preventing accurate troubleshooting.
  • Call ended without confirming any resolution or providing a clear, valid next step.
Positive Highlights
  • Agent acknowledged the customer's issue and attempted to engage in troubleshooting initially.
  • Asked the customer to double-check the password on the label, which is a valid first step.
Agent Errors / Gaps
  • Provided factually incorrect SSID suggestion ('LynxSetup') not found in any Linksys KB documentation.
  • Failed to guide customer to router web UI (192.168.1.1 or myrouter.local) to verify or change Wi-Fi password, a basic and required step per KB.
  • Did not identify the product model, violating basic support protocol.
  • Provided random, nonsensical alphanumeric strings as if they were instructions, which is not a supported or valid troubleshooting method.
  • Suggested using the Linksys app without confirming if the customer could first connect to the network or access the router.
  • Did not mention factory reset as a last resort when default credentials fail.
  • Misrepresented the troubleshooting process by implying the default password should work without verifying router state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution; customer remained unable to download wirelessly after multiple password attempts and the call ended with a generic suggestion to use the Linksys app without verification of success.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about Wi-Fi password, light status, and device connectivity, but failed to progress to router login, factory reset, or WAN diagnostics despite ongoing failure.
R3 Partially Met Correct resolution path conf 80%
Agent attempted self-help via app suggestion, which aligns with setup issues, but did not assess whether a factory reset or admin login was needed first, missing a more direct path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (cannot download, not connected) and asked about Wi-Fi credentials and light status, but did not pursue root cause (e.g., incorrect SSID, admin lockout, firmware).
T2 Not Met Appropriate tools / resources used conf 90%
No tools (admin UI, remote session, logs) were used; agent should have guided customer to access http://myrouter.local or http://192.168.1.1 to verify settings, but did not.
T3 Partially Met No misinformation conf 90%
Agent correctly stated default password is on the label, but read back a serial number (LTS00136575) as a solution to a password issue, which is technically irrelevant and confusing.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and asked follow-ups, but many silences, unclear transitions, and lack of framing reduced effectiveness (e.g., abrupt hold during password verification).
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to confirm understanding when customer struggled repeatedly with password entry (e.g., no checks after seven failed attempts).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to guide resolution without deflecting responsibility (e.g., provided steps to download app and run setup wizard).
O2 Partially Met Proactive follow-through conf 75%
Agent suggested downloading the Linksys app and running the setup wizard, but provided no timeline, follow-up, or confirmation step for the customer to verify success.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and the issue (Wi-Fi password/connectivity) did not clearly exceed L1 scope, so escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered no empathy statements or acknowledgment of the customer’s frustration (e.g., no recognition of repeated failed password attempts or download failures).
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent pace but did not adjust tone or method despite customer confusion and repeated password failures (e.g., no simplification of steps after seven attempts).
X3 Not Met Overall experience conf 85%
Customer entered the password seven times unsuccessfully; agent did not reduce effort by suggesting a factory reset, direct admin access, or alternative troubleshooting to avoid repetition.
Call Transcript25 turns · 28 lines
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hello, thank you for calling Lynx's technical support, this is Charm. How may I assist you with today? [silence] Yes, sir. what's the serial number of this routers uh huh uh the from toast id uh uh uh
00:00
Speaker 1
Am. Michael. Two. Zero. Seven. Two. Seven. Zero. C. Charles. Paul six. One. two. one. Silence. Yes. That was. Silence. Correct. We do. Silence. Now. Have. A. A. Constant. Blue. light. on. but. I. Tried. To. um. um. Answer. The. um.
02:00
Speaker 2
Got it. All right. So the problem of your router is you cannot download. Is that correct? Mm-hmm.
02:00
Speaker 1
the- the name and [silence] um, pass word from the from the back of the modem. [pause] And uh- it it would not- is an incorrect password. [silence] I beg your pardon? [silence] Yes. Yes. [silence] Yes, even with the uh, underscore LinkSys setup three ED.
03:00
Speaker 2
Did you change your Wi-Fi name and passwords when you set it up? or did you double check if you input the correct passwords? [silence] Okay, let's do another check. Yeah.
03:00
Speaker 1
Our problem started when we got a new router, um, I and I um got that um it took a long time to get installed through Xfinity, but it's it's uh it's not working good now. for the um and now back to having to reset the router now. Uh, yes. Uh, I, uh, I could, I can browse on my phone, but we can't download anything, um, um, wirelessly.
04:00
Speaker 2
right, so, um, what's the light status of your router right now, sir?, solid blue?, solid blue., and, um, have you tried to, um, connect other devices to the Wi-Fi?, mm-hmm., um, where is your phone connected, sir?, uh, what's the Wi-Fi name, are you connected right now?, [silence],
05:00
Speaker 1
[silence] [silence] um, um [silence] Well, I'm not I don't have uh uh uh Wi-Fi connection. Um, um, Correct. Okay, okay. Is
06:00
Speaker 2
Yes. Your phone. All right. So you mentioned that you cannot download anything, but you are not connected to the Wi-Fi. All right, try to connect your phone, sir, to the "LynxSetup" Wi-Fi.
06:00
Speaker 1
Okay. It's asking for a password.
07:00
Speaker 2
Yeah. Okay, they check the password there. It's under the router and also it's printed on the label. Double check it if you type it correctly.
07:00
Speaker 1
I tried it again and it still gives me an incorrect password.
08:00
Speaker 2
Or you could take a picture of that, sir, and then zoom it out. So that's you will know that it is a correct password.
08:00
Speaker 1
we we have changed before but that that that we had before to our our our wife I think I've done that before but I could try it again
09:00
Speaker 2
you don't um you did not change your wi-fi name and password right you only find the default wi-fi name of this router. Because upon checking here, your router, you do a reset for this router right? Like if you press and hold the reset button, you don't need to do it again sir. You just need to input the password printed on the label because that's the password should be.
09:00
Speaker 1
Yes, and it's... I still... Well, now it says "connected." Well, I... No, it said it's still searching. Well... It's acting like it's still searching. Okay.
12:00
Speaker 2
Was it ready, sir. You are now connected. What is it again, sir. Are you connected to the Wi-Fi or still an error. Is there a check mark already.
12:00
Speaker 1
yeah I'm trying to try download
13:00
Speaker 2
Hello, sir. Are you now connected to the Wi-Fi? Hello, sir, can you hear me? [silence]
13:00
Speaker 1
Okay. I think that for some reason I'm gonna want to move away to download now and I I I
14:00
Speaker 2
uh huh? G H V HW two six three one eight. uh 20460
15:00
Speaker 1
DBS? [silence] absolutely, picked up right. LPD, okay. Uh-huh. So LPS00136575. Okay. Um, how would I now uh change the password uh to what we want uh or what we use before our
16:00
Speaker 2
Lima Tango Sam. Lima, Tango, Sam. LTS. 001. Americas Bank. 75. 575.
16:00
Speaker 1
no, but I can add it okay alright well yeah I can't understand how is not working after I put same exactly the same in seven times so I don't know I I I can't figure it out I think yeah okay thank thank you I got this uh this new work number then if I have a problem but we'll call back thank you very much then they can go [silence]
17:00
Speaker 2
All right. Um, do you have a Linksys app in your phone? I, yeah, you can download the Linksys app, sir, and once you download it, you can just access the app and then follow the setup wizard. Mhm. You're welcome, sir. Have a good one. Bye for now. [silence]
17:00