V2 Rubric Detail — 7a838692-6bda-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 12:29
Duration
8m 8s
Contact
Shara Cody
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134026
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access Wi-Fi password
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide standard troubleshooting due to warranty status, directing customer to paid service instead of following KB procedures.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-64.0)

V2 Grader Summary

The agent denied free support due to out-of-warranty status, failed to offer the required Recovery Key password reset, and provided no viable troubleshooting path. This constitutes avoidance of standard protocol and resulted in a completely unresolved case with no meaningful assistance given.

V1 Case Analysis

Customer forgot Wi-Fi password and could not log into MX4200 router. Agent provided correct local access URL (192.168.1.1) and suggested retrieving password from connected devices. Stated device was out of warranty and required paid support for further assistance. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and identified model as MX4200
  • Advised checking router label for default Wi-Fi password
  • Provided correct local access URL (192.168.1.1) for router UI
  • Suggested retrieving Wi-Fi password from already-connected devices
Key Observations
  • Agent correctly identified the MX4200 model from serial number and provided accurate local access URL (192.168.1.1).
  • Agent accurately explained that the Wi-Fi password can be viewed in the router's local web interface or retrieved from connected devices (per KB guidance).
  • Agent did not mention the Recovery Key method for resetting the router admin password if forgotten (critical omission per universal_password_login.md).
  • Agent prematurely blocked free assistance due to out-of-warranty status without first offering actionable self-help steps.
  • Call ended without confirming if the customer could act on the suggested steps, resulting in no resolution.
Positive Highlights
  • Correctly identified the MX4200 model from serial number.
  • Provided the correct local access URL (192.168.1.1) for the MX4200 router (per universal_password_login.md).
  • Accurately explained that the Wi-Fi password can be viewed in the router's local web interface without needing cloud account access.
  • Correctly suggested retrieving the Wi-Fi password from a device already connected to the network (per adjacent_connecting_devices.md).
  • Collected and confirmed customer name and email address.
Agent Errors / Gaps
  • Failed to mention the Recovery Key method for resetting the router admin password if forgotten (per universal_password_login.md).
  • Prematurely blocked free assistance due to out-of-warranty status without first offering concrete self-help steps (e.g., emailing instructions or KB articles).
  • Did not confirm whether the customer knew the router admin password or needed help with recovery.
  • Did not walk the customer through the process of logging into the local UI, despite it being a standard procedure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a viable path; customer could not access router or retrieve password.
R2 Not Met Diagnostic thoroughness conf 97%
Agent refused troubleshooting due to warranty status, skipped Recovery Key method, and offered no meaningful steps.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly used out-of-warranty status to deny support, violating KB requirement to offer non-destructive Recovery Key reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions about login attempts, recovery key, or access method; only asked for serial and email.
T2 Not Met Appropriate tools / resources used conf 96%
Failed to use KB-backed Recovery Key procedure; only provided default IP without guiding login or reset steps.
T3 Not Met No misinformation conf 97%
Agent falsely claimed no free support due to warranty status, contradicting policy that requires best-effort OOW troubleshooting.
Communication
C1 Not Met Clear & professional language conf 95%
No clear agenda set; call derailed by paid support pitch without managing transitions or maintaining control.
C2 Not Met Confirmed understanding conf 94%
Used technical terms without confirmation; customer showed confusion but agent did not adapt or check understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by redirecting to paid service instead of attempting resolution within support scope.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given; only suggestion was to pay for support or check other devices without guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on the transcript.
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 95%
No empathy expressed; ignored customer frustration about forgotten password and inability to connect.
X2 Not Met Tone & rapport conf 94%
Did not match customer’s pace or tone; failed to re-engage after silences or clarify confusion.
X3 Not Met Overall experience conf 96%
Added customer effort by suggesting they check other devices without confirming connectivity or access.
Call Transcript16 turns · 17 lines
Speaker 1
I'm trying to get into my Wi-Fi, and I cant remember my links account. Um, I need to reset my password for my Wi-Fi.
00:00
Speaker 2
thank you for calling linksys this is ice how can I help you?
00:00
Speaker 1
Mm-hmm. 38 U-1oh-em-**AA- 24618 3 38 U-1 O-M-3 AA24618
01:00
Speaker 2
All right. Can you provide me first, ma'am, the serial number of your links this device? Hold on. Can you say that again? Uh, 38uh for uniform, 10M for Mike. 3 AA, uh, the A is for alpha. 3A, A as in alpha.
01:00
Speaker 1
Yes. Yes. How many what? What do you mean? I'm not sure what you're asking. One. One. It's just a router. Mm-hmm. Not still utilities board. KU B.
02:00
Speaker 2
24, 6, 18. Alright. So, your Linksys device is model MX4200. Now, how many nodes do you have, Ma'am? How many of these, Linksys model you have? Are there three or six? [silence] How many of these Linksys products? Uh, MX 2200, you have. Do you have only one or do you have three? You only have. Okay. You only have one Linksys product, which is your router connected to your Internet provider. Who's your Internet provider, Ma'am? Pardon.
02:00
Speaker 1
Yeah, I can't conn, because I had it before and I couldn't, it won't connect to my phone. I can't remember my password. So I can't, and I can't get in it to change it. Yes, so that I can connect. S-H-A-R-A. Last name, C-O-D-Y. Mhm.
03:00
Speaker 2
Yes. You beating fiber, okay. So you have Von water and your rather is working fine. You just want to, uh, know your. So you, uh, you just want to access your Wi-Fi password. I am. All right. What's your full address for you, ma'am? Can I have your name? Sara. Your last name is? Cody. Cody.
03:00
Speaker 1
I think it may be Scott, S-C-O-T-T, Shara, S-H-A-R-A, at gmail.com. But I can't remember if that's right. S-C-O. No, S-C-O-T-T. Yes. Mm-hmm. Scott Shara. No, I changed it.
04:00
Speaker 2
All right, so Shara may I know your email ID? Uh, your email address? So its Scott S-C-O-T-T Sharma Sharma at gmail.com. All right Thank you. Now, if you just want to access uh, or want to know your Wi-Fi password, Shar, you can actually, if you haven't changed your Wi-Fi password, you can look at the bottom of your router. There's a default Wi-Fi passwords.
04:00
Speaker 1
Okay, I had changed it. Yeah, so that's the thing. I couldn't get in the account. I don't remember my account information. How do I how do I sign in? Where do I go to?
05:00
Speaker 2
All right. Since you have changed it, okay, since you have changed it, then the next thing to do is to log into your router's web UI or interface, and from there, you can view your Wi-Fi password. Now, I'd like to Uh-huh. There's no need to log in, using your account, because you can actually log in to your router's web UI locally by just signing in through the router password and not through the email address or your account. So, okay. Okay, here's the thing. Hmm. Before we proceed on that, I can walk you through the steps on how to,
05:00
Speaker 1
What is what website? You said what is it? What's the website? [silence]
06:00
Speaker 2
access or log into your routers web interface but the thing is your router is already out of warranty so therefore I could not walk you through the steps are freely. If you want me to walk you through the steps you will have to apply for a paid connect service you will have to pay. The website is your router default IP address which is 192.168.1.1 right and from there you will have 192.168.1.1 that is the default IP address of your router now if you want me to proceed walking you through the steps you can only
06:00
Speaker 1
[silence] [silence] okay all right thank you. [silence]
07:00
Speaker 2
[KEEP_UNCERTAIN] I'll probably apply for the paid support service if... You want me to walk in terms of steps, because I could not provide you assistance for free since your product is out of warranty. But the other thing you can do, Shara, if you don't want to apply for the paid support, you can actually view your devices that's already connected to your Wi-Fi and from those devices you can check or view the password because it's usually stored or saved on your devices that's already connected to your Wi-Fi. So, you can check on that and you can view your Wi-Fi password from those devices. So, you would know your your Wi-Fi password. and take care have a good day.
07:00