V2 Rubric Detail — 7cd4d30c-766a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:05
Duration
20m 49s
Contact
William Brandt
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135718
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device not connecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall78.9% (+22.9)

V2 Grader Summary

The agent successfully guided the customer to retrieve the correct Wi-Fi password using a valid OS-level method, representing meaningful progress. While full confirmation on the new laptop was not achieved, the troubleshooting was logical, technically accurate, and conducted with empathy and ownership. The outcome is best classified as Partial Resolution due to the lack of final verification, not Unresolved.

V1 Case Analysis

Customer unable to connect new laptop to Wi-Fi despite correct password. Agent confirmed MR8300 model and out-of-warranty status, offered paid support, and guided customer to view Wi-Fi password via Windows network properties. No fix confirmed. Directed to support.linksys.com.

Troubleshooting Steps
  • Collected device model, serial (partial), customer name, email, and ISP.
  • Guided customer to open Windows network connections (ncpa.cpl) and view the Wi‑Fi security key.
  • Suggested checking router settings via local web UI and visiting support.linksys.com.
Key Observations
  • Agent initially provided incorrect support URL 'support.Links.com' at [06:00], corrected to 'support.linksys.com' at [11:00].
  • Agent did not guide customer to verify Wi-Fi password via router admin page (http://192.168.1.1 or http://myrouter.local), a standard and correct troubleshooting step per KB.
  • Customer remained unable to connect and expressed frustration; no technical fix was confirmed.
  • Call contained long pauses and repetitions, reducing efficiency.
  • Agent correctly identified out-of-warranty status and offered paid support, aligning with policy.
Positive Highlights
  • Correctly identified the device model (MR8300) and out-of-warranty status based on customer usage duration.
  • Collected essential customer information: name, email, ISP, and partial serial number.
  • Accurately explained the paid support option ($15, 30-minute session) and its non-refundable nature.
  • Provided correct instructions for viewing the Wi-Fi password via Windows network settings (ncpa.cpl → Wi-Fi Status → Wireless Properties → Security → Show characters).
  • Eventually corrected the support URL to the correct 'support.linksys.com'.
Agent Errors / Gaps
  • Provided incorrect support URL 'support.Links.com' at [06:00], which is factually wrong and could mislead the customer.
  • Failed to guide customer to verify Wi-Fi password via the router's local admin interface (http://192.168.1.1 or http://myrouter.local), a basic and correct step per adjacent_connecting_devices.md.
  • Did not troubleshoot common causes such as SSID mismatch, 5GHz compatibility, or client-side Wi-Fi adapter issues.
  • Did not confirm whether the laptop was attempting to connect to the correct SSID (e.g., 2.4GHz vs 5GHz band).
  • Limited empathy; did not adequately acknowledge customer frustration despite repeated expressions of confusion and helplessness.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent guided customer to retrieve correct Wi-Fi password from connected device via ncpa.cpl, but did not confirm the new laptop successfully connected; customer remained uncertain at call end.
R2 Met Diagnostic thoroughness conf 91%
Agent verified other devices worked, ruled out ISP/router failure, and guided customer to retrieve actual Wi-Fi password from a connected Windows laptop via ncpa.cpl and wireless properties — a valid diagnostic path that directly addressed the symptom.
R3 Met Correct resolution path conf 89%
Agent correctly identified device was out of warranty but still provided a best-effort troubleshooting path (retrieving current Wi-Fi password) rather than dismissing the customer; did not rely solely on self-service redirect.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified the symptom (new device can't connect despite correct-looking password), asked targeted questions (other devices? SSID?), and logically deduced the password may have been changed, then confirmed it via OS-level network tools.
T2 Met Appropriate tools / resources used conf 88%
Agent used a valid alternative to router admin access — retrieving the stored Wi-Fi password from a connected Windows device via 'ncpa.cpl > Wi-Fi Status > Wireless Properties > Security' — which is an appropriate and effective method when remote access or direct login isn't feasible.
T3 Met No misinformation conf 96%
All technical guidance was accurate: correct warranty info, proper steps to view saved Wi-Fi password in Windows, and accurate explanation that the configured password may differ from the sticker.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained control and kept the interaction moving, but failed to set initial expectations or frame the troubleshooting process; transition into 'two options' was abrupt and caused customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used technical terms like 'ncpa.cpl' without initially explaining their purpose, which confused the customer; however, they adapted by spelling phonetically and guiding step-by-step, showing responsiveness to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on guiding the customer to a potential solution without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a clear next step (use retrieved password on new laptop) but did not set a verification point or offer follow-up; customer was left to self-validate success.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and actively being worked.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed consistent empathy: 'I understand', 'I’m sorry', and acknowledged customer’s frustration with technology; remained patient and courteous throughout.
X2 Partially Met Tone & rapport conf 84%
Agent adjusted pacing and provided phonetic spelling after customer struggled, but introduced complexity early (ncpa.cpl) without checking comprehension, causing temporary disengagement.
X3 Partially Met Overall experience conf 82%
Agent asked customer to repeat serial number due to legibility issues, which was unavoidable; however, they could have reduced effort by focusing sooner on the password retrieval method instead of warranty discussion.
Call Transcript38 turns · 40 lines
Speaker 1
Yes, I have a quick question.
00:00
Speaker 2
Welcome to [inaudible] 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Thank you for calling Linksys. This is Effie. How can I help you? Yes, sir.
00:00
Speaker 1
okay, uh hook up a new computer and I put in the password for the router and it's not working. okay okay, it's not working you guys. the model number is are 8300 v1.1. Let me check. I can't This is hard to see. okay
01:00
Speaker 2
Okay, so you're trying to connect or add another computer and the Wi-Fi password is not working. You're unable to connect wirelessly. Okay. All right, start. Can you have the model number and the serial number of your links his device? Just try to look underneath it. and the serial number, it's underneath that
01:00
Speaker 1
the serial number is two, nine, V one, one M two, nine B -3 G. [silence] or three nine. I can't. [silence] It might be 9. I can't tell the difference. [silence] Yes. [silence] Right. [silence]
02:00
Speaker 2
Okay, that's two nine V for Victor, one, one M like Mary, two, nine V for Victor, zero zero three G. G as in George. Okay. Yeah, it shows no data here on our end. Let me let me verify that serial number again. two nine B for Victor, one, one M as in Mary, two, nine B.
02:00
Speaker 1
Well, I think the last one is a nine and then Victor, that's a B. Bravo. Yes, William Brandt. Brandt, b-r-a-n-d-t. It's k-h-s-1-s-g-b-r-a-n-d-t at Yahoo.com.
03:00
Speaker 2
Well, because he... 39, okay? Oh, V is in Bravo. Okay. All right, thank you for that, sir. Let me just check this again. And let me create a record. Can I have your name? William Branch. Okay. Oh. And Your email address, sorry? Okay, let me verify that. It's K for Kite, H for Hotel, S for Sam, the number one, S for Sam.
03:00
Speaker 1
Yeah, B-R-A-D-T. A-M. Alpha spectrum. Okay. Yes. Yes. Well, I can't get, I don't know, because I don't know about this stuff.
04:00
Speaker 2
G as in George, your last name? Brndt, at Yahoo dot com. Yeah, Br a-n or E as in Echo? O-a. Okay. All right, thank you for that. And who is your internet provider, sir? spectrum. Okay. So other wireless devices are working right now. It's just that. Yeah, I'm sorry. I'm asking, sir, is your other wireless devices working? So it's just this laptop uh that cannot connect to your uh router? [silence]
04:00
Speaker 1
I'm trying the laptop started and it says connect to wi-fi. I put the password in there and it says bad password. Yeah, I called spectrum and they said it's not their router. I don't know. They're they're not too smart. The router. I I'm not sure. My daughter bought it for me. I think I was in the hospital at the time. Yes. For a year.
05:00
Speaker 2
Okay how long have you been using this device sir? Yes. Oh I see. Um is it like over a year now? Uh do you have any idea if it's over a year? Okay. All right. Yeah cuz here's the thing sir um the hardware warranty for this uh M or eighty three hundred is only good for one year all right so if you have this already for over a year that just means it's out of warranty okay the hardware warranty is already expired and it's no longer covered for free technical support Mr. Willians. um however we can give you two options okay sir we can give you two options for this it's either you go to our website which is support.Links.com you will find their articles on how to access your router and verify the Wi-Fi password okay um that's the first option you can also take advantage of the AI tool at the bottom right here and the second option is our speed connect service which will cost you fifteen dollars it's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting
05:00
Speaker 1
okay okay I'm confused because if the router is no good anymore why is everything working you're saying the hardware is out of date and it's no good and I have to buy but it's working on everything else I just bought a new laptop and I can't get you know I have to buy a new router and this is not making any sense
07:00
Speaker 2
This service by the way is not refundable. Well... yes, I understand. Actually sir, your router's still working, okay? It's just that maybe the password is not correct. That's why it's not letting you to connect. And the only way for us to verify the Wi-Fi password is to access your router settings because we don't have any um access to your router as well. So, no, no, sir. Yeah, um that's why we're giving you options.
07:00
Speaker 1
I know, the past word, the password I put in is correct, because I checked it like three or four times. So that's the password that's on the router and it's correct, but the computer is not taking that. Yes. No, it's my, it's my last name Bryant, B-R-A, or the end of DT
08:00
Speaker 2
The first option is our website. [silence] See Again so if you don't have yeah. So are you connecting to your network? To your Wi-Fi name? What is your what's your network name? Is it is it Lengsis? Did you set up a new name or you're using the default length? [silence] Okay. And did you also set up a different password, sir, for your for the wireless?
08:00
Speaker 1
No, there's only one password on on the router. That's the one I used. Yeah. Yes. I used. I did, too. It's been working. It's been working. I mean, there's nothing. I don't know how to explain this. Everybody's doesn't understand my problem. I don't know. I don't know what to say. I'm just going to have to return the computer, I guess, cuz I can't get on it because of this router. This is crazy.
09:00
Speaker 2
okay so you're using the the the Wi-Fi password underneath the router is that a one okay yeah we're also not sure sure if that's really the password because maybe they happen to who set up the router is it you was it you okay yeah cuz
09:00
Speaker 1
yes just as they say that they're doing that that Yeah. And that's going to give me the password? [silence] What What does that entail? I don't I don't understand this. I don't What do you mean by access the router? It's just a black box, nothing you can do with it. [silence] Okay, I'm at
10:00
Speaker 2
yeah it's support S-U-P-P-O-R-T dot LINK So LINK LINK K S Y S dot com it will show you how to access your outer sets that thinks for you to verify the Wi-Fi personal okay cuz links its router has its all links as router has its own settings okay it's also configuration okay so if you access the router
11:00
Speaker 1
No, no because I, that didn't change because it's working on everything else. So that's that's incorrect. [silence] But this is [silence] Okay, so you you can't, basically can't help me with this router.
12:00
Speaker 2
[silence] you would able to verify the WiFi password there. If it change or not, because maybe they happen to change your WiFi password 'cause the default setting is on the router, even the name. The name is Linksys, but you said that they change the name from Linksys to Brent, so probably they also happen to change the password, the WI password. So there's a big possibility that they change it. Yeah, I also cannot really tell which one is your WiFi password, is we don't have access to your router. So the only way for us to double check it [silence]
12:00
Speaker 1
Spectrum can't help me with anything. Okay. I don't know what else to do. If you're not able to, well there's nothing I can do except return the computer. That means I'm not able to use computers because of this router. That's not right for you guys. Yes. Yes. Yes. All right, let me try that. Yes. Okay. Nobody.
13:00
Speaker 2
Okay. Sure. Do you have any device right now that is connected? Mr. William? What, what device? Do you have any computer that is that is already connected that is online? Can we go to that computer? Is, is that computer a wireless computer? Okay. Can we go to that computer, please? I think
13:00
Speaker 1
[silence] [silence] I don't know. It's an older laptop. So I've got it now. I'm on the computer. Yeah. Mhm. Yes. Okay.
14:00
Speaker 2
Is that computer running on Windows operating system, sir? Is it Windows 10, Windows 11, or Oh, is it online, then? OK. Do you see the search function at the bottom of the screen? OK. Let's click on search.
14:00
Speaker 1
CPL you said okay okay um dare no No.
15:00
Speaker 2
and type in ncpa. That's n like Nancy, c for Charlie, P for Peter, A for apple dot CPL. That's c for Charlie, P for Peter, L for Lima. Yeah, CPL. All right. Now, did you see there network connections? Do you see Wi-Fi as an option? Did you press enter when you select ncpa, when you type in ncpa.p L. [silence]
15:00
Speaker 1
Okay, I got, it says Wi-Fi. I guess that's it. Network. The Wi-Fi? Okay. Okay. It says connection and then it has a list of things. [silence] on that table.
16:00
Speaker 2
All right. Can we right click? Yeah, can we right click on Wi-Fi and go to status? All right. What did it say there on their status? Did it say connected or internet under IPv4 connectivity? [silence] Does it say internet? [silence] Yes. What did it say under internet? [silence] I mean, what did it say under IPv4 connectivity below connection? [silence]
16:00
Speaker 1
It says internet. Oh, okay. Okay. Uh, okay. Oh, okay. Okay. No, it's not. So, okay. So, [silence]
17:00
Speaker 2
Okay, it says internet. All right. Can we click on wireless properties? Go to wireless properties. And then click on the security tab. And then you see there network security key. Just click on show characters. That's your Wi-Fi password, sir. Is that the same one underneath the LinkSys router? Okay, so that's what I'm telling you, sir. That is a they happen to change the password. So please take note of that Wi-Fi password.
17:00
Speaker 1
So that should work. Okay. Can I... Let me try that real quick. Okay. It says, network not available, and then, uh... Oh, wait a minute.
18:00
Speaker 2
Yes, you may try putting that in on your new laptop. This is still linked to a way right now. Okay. Yeah, this is not working out. And it's kind of set every time, which is kind of annoying. But it seems like the computer's just free.
18:00
Speaker 1
I don't know if it worked or not, cuz it went to choose your Chromebook setup. Well, yeah, but it said no network available. But then it said connected under my last name, brand. So I don't know if I'm
19:00
Speaker 2
So check your license here. Um, um, mm-hmm. Did it accept the password when you type it in? There, okay. Well, yeah, I think you're already connected to the network, sir, cuz it's uh you're you're not getting the uh the error message anymore. So, um, since that's a new uh Chromebook, uh, I, I think it's trying, it's trying to set up, it's trying uh, it's asking you to set up the uh the Chromebook.
19:00
Speaker 1
okay well I'll go ahead and continue trying to set it up and see what happens. I'm just yes I will. Thank you so much for your help. I'm just not very good at this stuff. Yeah Thank you so much But
20:00
Speaker 2
Okay. Okay. Yes, yes, the good thing is, see, you already have the password, yep, just take note of that Wi-Fi password. Okay. Not a problem. no, it's okay, it's okay, Mr. Brandt. Mm-hmm. Yeah, so thank you so much for your time then. For more information, again, please visit our site, support.linksys.com. This is Epi from Linksys, thank you for calling, you too, have a great night. Take care, sir. Thank you. Bye-bye. [silence]
20:00