V2 Rubric Detail — 78a6bef8-6b43-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:28
Duration
13m 21s
Contact
Sheila Kristek
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133950
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access Wi-Fi password

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall81.5% (+13.4)

V2 Grader Summary

The agent correctly diagnosed the issue and provided technically accurate, appropriate solutions to retrieve the Wi-Fi password, demonstrating ownership and effective use of resources. While early communication struggles occurred, the agent recovered and provided a clear next step via email. Resolution was not fully confirmed, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to locate Wi-Fi password for Linksys E5300 router. Advised to check saved password on sister's Windows laptop or router label; offered to email steps.

Troubleshooting Steps
  • Confirmed router was already set up and online
  • Advised customer to view saved Wi-Fi password on sister's Windows laptop
  • Suggested checking the router label for the default Wi-Fi password
  • Offered to email step-by-step instructions
Key Observations
  • Agent provided technically accurate advice per KB: retrieving saved Wi-Fi password from a connected Windows device or checking the router label for default credentials.
  • Agent repeatedly misheard and misspelled the customer's name (Sheila Christy) and email (victory3@yahoo.com), causing confusion.
  • Call ended without verifying whether the customer successfully retrieved the password or needed further help.
Positive Highlights
  • Technical advice was fully accurate and aligned with KB guidance.
  • Correctly identified the issue as connecting a device, not router setup.
  • Offered to email instructions, providing a self-help resource for the customer.
Agent Errors / Gaps
  • Failed to accurately capture customer name and email despite clear spelling.
  • Did not verify whether the customer successfully retrieved the Wi-Fi password before ending the call.
  • Instructions for viewing Wi-Fi password on Windows lacked specific steps (e.g., 'Network and Sharing Center > Wi-Fi > Wireless Properties > Security > Show characters').

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided correct methods to retrieve the Wi-Fi password (from connected laptop or router label) but did not confirm successful resolution or that the customer could access the password.
R2 Met Diagnostic thoroughness conf 90%
Agent clarified the actual issue (connecting a device, not setting up the router), confirmed router status, and offered two valid troubleshooting paths (view password on sister's laptop or check default on label), advancing resolution meaningfully.
R3 Met Correct resolution path conf 95%
Agent correctly assessed the situation (router already set up) and provided appropriate best-effort guidance without escalating or dismissing, aligning with support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (unknown Wi-Fi security key), asked clarifying questions about setup status and connected devices, and logically deduced the root cause (password not known, but retrievable).
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent used available knowledge (default password on label, saved Wi-Fi on Windows) appropriately for the scenario.
T3 Met No misinformation conf 95%
All technical advice (viewing saved Wi-Fi password in Windows, checking router label for default) is accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initially struggled with comprehension and misheard names, but eventually clarified the issue and guided the interaction to a logical path; call control improved after early confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and offered email steps, but did not confirm understanding of the steps or adapt fully to customer’s apparent technical level; some repetition occurred due to miscommunication.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, offered to send steps via email, and stayed with the case without unnecessary transfer, demonstrating ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would email the troubleshooting steps, setting a specific next step and reducing customer effort.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but used scripted responses and did not acknowledge customer frustration or effort; empathy was present but not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted slightly by offering email steps, but early miscommunications and lack of comprehension checks reduced engagement; pace was uneven but not disengaging.
X3 Met Overall experience conf 85%
Agent avoided making the customer repeat information unnecessarily, offered to send steps directly, and provided a clear path forward, minimizing customer effort.
Call Transcript28 turns · 28 lines
Speaker 1
Yeah. I'm trying to set up the Linsky on another computer, a new one I have. I had it on my old one, but I don't know what the, um, password was or the security code is. So I
00:00
Speaker 2
Welcome to linksys support to ensure quality service. Your call may be monitored for in warranty, 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. Paid support may be available. Please have your device 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. Thank you for calling linksys. This is Ice. How can I help you? [silence]
00:00
Speaker 1
and I've tried everything that's on my router and now on my box, but nothing's working. Uh, yes. Um, three, 3-0-K-1-0-M-2-9-A-1-2-9-3. That's correct. What? Uh, the only router that I have. The other
01:00
Speaker 2
[silence] All right, uh, can you provide me the serial number of your link sys router? So it's 30K for kite, 10M for Mike, 29A for alpha, 11293. Is that correct? So this is the only Linksys product you have or Linksys router?
01:00
Speaker 1
The one that's plugged into another box here that's called Aries or something like that. I think that might've been the Internet provider. I don't know. Because it has everything like, yeah, yeah. Yeah. Um, I'm thinking it's spectrum, but I'm not sure. I'm setting this up for my sister. So, I don't, how do I see that? Because when I, when I brought it up on the Wi-Fi thing to see what she had, it brought up Linkskey, but it didn't bring up like, that my home is spectrum and it brings up.
02:00
Speaker 2
So you only have one Linksys router and it is built on a modem? Oh, who is your internet service provider? The uh, E uh, so you only have this link this router model E 5300 and this is the one that you want to set up or another router.
02:00
Speaker 1
Um, yeah, yeah. Wow. It's not yet. I'm trying to set it up to this laptop. Uh, it's set up to the old laptop here. that's how I found your number. that I'm, I'm trying to set up. So she'll have two laptops, is what it is. Mm-hmm.
03:00
Speaker 2
What do you mean you want to set up your laptop? I think, um, let me just clarify. You don't want to set up your laptop. You just want to connect your laptop to your router. So, this router is already set up or not yet? Okay, so, uh, I'm getting, yes, bet I'm getting confused.
03:00
Speaker 1
Yeah, yeah. Yeah, yeah, okay. Right. Ah, okay. Mm-hmm. Mm-hmm. Yeah, yeah. Gotcha.
04:00
Speaker 2
[KEEP_UNCERTAIN] Understand is: is that router already connected and online? It's already working? And. Alright, so, so there's no need to set up your router. You just need to connect a device, like, your laptop to that router, right? It's not setting, it's not setting it up, right? Because if it's setting up, it means that your router is not connected and online, then you have to do a set up. So, if you just want to connect a device, a new device, or say your laptop, then it's not setting, setting it up. It's just connecting it to its Wi-Fi. Okay. Okay. So, so your router, let's just confirm, your router is working fine. It's already set up or connected and online. You just want to.
04:00
Speaker 1
Yeah. Yeah, that's correct. Um, do you want my name or my sister's name? Cuz she's one that it Scott Damensky. Okay. Sheila Kristyk. Sheila Kristyk. J-R-I-S-T-E-K-K. No, T as in Tom. T-E-K.
05:00
Speaker 2
connect your laptop to the Wi-Fi Router. All right. OK, I'll create a record for you, ma'am. May I have your name? Um, it would be yours, because since you're the one who called us. Pardon? J- R- I-S-P-A-K. J for Joy, R for Rose, I for Ink, S for Sam.
05:00
Speaker 1
[silence]
06:00
Speaker 2
K for Tom. A for Apple. K for Kite. So your first name start with letter K for kite. K-R-I-S-T-E. E for echo. Christy. So there's a letter K for Kite at the last.
06:00
Speaker 1
Yeah. Mm-hmm. With that, that's my last name Christy. My first name is Sheila. S-H-E-I-L-A. Mm-hmm. Mm-hmm. Uh Christy my last name. Vick-tory 3-V-I-C-T-O-R-Y-T-H-R-E-E@yahoo.com.
07:00
Speaker 2
Phillip's state. All right. Thank you. Uh, what about your last name? Chella. Is it S-I-E-R-R-A? S-H-E-L-L-A. Chella Christic. All right. Thank you, Chella. Uh, what about your email address?
07:00
Speaker 1
3 3 3, not the number, not the number. Spell it out. Spell it out. 3 T H R E E. Mhm, at Yahoo.com. That's correct. Yes, all words. Hmm.
08:00
Speaker 2
Chris victory at yahoo.com number three at yahoo.com. All right. So Chris victory 3@yahoo.com all words. All right. Thank you. All right. So, uh, since your router is working fine, it's already connected and online. You just need to connect your laptop to the wifi name of your router not, um,
08:00
Speaker 1
Yeah, I got that. It wants a security key and I don't know what the security key is. How can I do that? I've been trying to do that. I opened up the Wi-Fi and when I went to uh, let me bring it back up.
09:00
Speaker 2
That should be easy because your sister's laptop is already connected to that router Wi-Fi name. So you just need to check on the Wi-Fi name. And you just need to connect to that. Your laptop when you... Yes. So the security key is the password of your Wi-Fi name. So if you don't know the WiFi password, you just check on your sister's laptop because it is saved there. When she connects to the WiFi name, you can view the WiFi password.
09:00
Speaker 1
C. row com computers real slow. Okay, now I've got it lifted up. And, do I hit on properties to find it? Okay, I'm. I clicked on it now. Open up now. It's not showing it.
10:00
Speaker 2
Just click on the Wi-Fi icons and then and then you will see the Wi-Fi password. You can view the Wi-Fi password. Now now your sister's laptop. It will depend, yeah. devices of different settings on how to access and view your Wi-Fi password if your laptop is a Windows or MacBook.
10:00
Speaker 1
Yeah, she's got windows. Mm-hmm. Oh, yeah. Uh- I see. Okay. Let me see what I can do on my own then. Mm. Mm. Oh, okay. That's free. Okay. Do that then.
11:00
Speaker 2
Okay. Uh Sheila, if you don't want to apply for the paid Connect service, I can just send you the steps to your email, and that is free. All right? Yes. Okay. So I'll I'll I'm creating first your your ticket. Once I'm done, I'll be sending the the troubleshooting steps on how to. [silence]
11:00
Speaker 1
Okay, I appreciate. Okay, thank you. Yeah, that's all I'm just trying to find it. It's like I never have any trouble like it. Uh huh. Yeah. Uh huh. Uh huh. Uh huh. Yeah. Okay.
12:00
Speaker 2
to view or access the password on your sister's laptop okay and then just check your email she says it so that's all and that is the password or Alright Alright that's it yeah in fact in fact you see you you can you set up if your sister set up your router by default without changing the Wi-Fi name if your sister just used the default Wi-Fi name of your router then it could be that the Wi-Fi password of your router is also the default password which is also indicated on your router product label which is at the bottom of the router so you can also try that in case your
12:00
Speaker 1
Yeah, okay, I'll do that. Thank you. You too. Bye.
13:00
Speaker 2
is there set it up without changing the password and name, then you can try that. Alright. Alright, you're welcome. Thank you for calling Len Senate again. Chilo, once again, this is ice. Take care and have a good day. Goodbye. [silence]
13:00