V2 Rubric Detail — 8014766e-772b-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 22:06
Duration
12m 38s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00135857
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall78.1% (+12.1)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi connection issue by guiding them to scan the router's QR code, a technically valid and low-effort solution. While troubleshooting was incomplete and some communication inefficiencies occurred, the outcome was successful, ownership maintained, and no escalation was needed. The solution aligns with modern onboarding practices and customer needs.

V1 Case Analysis

Customer unable to connect Samsung phone to Wi-Fi using known password (old phone number). Agent guided customer to scan QR code from connected tablet. Connection succeeded. No model/serial collected. Underlying password issue not resolved.

Troubleshooting Steps
  • Asked for router model and serial number (not provided).
  • Guided customer to locate and scan the Wi-Fi QR code from a connected tablet to join the network.
Key Observations
  • Agent did not collect required product model or serial number, violating protocol.
  • Agent used a valid QR-code workaround that successfully connected the customer's device, aligned with KB guidance.
  • Agent did not verify or resolve the root cause (password mismatch or client-side issue).
  • Advice given was technically accurate and safe per KB guidance on connecting devices.
  • Agent maintained good communication and empathy, especially when customer expressed frustration.
Positive Highlights
  • Successfully resolved the customer's immediate connectivity issue using a practical QR-code method supported by KB guidance (adjacent_connecting_devices.md).
  • Provided clear, step-by-step instructions for scanning the QR code.
  • Maintained a calm, empathetic tone and acknowledged customer frustration.
  • Avoided unnecessary resets or complex procedures, focusing on a simple user-level fix.
Agent Errors / Gaps
  • Failed to collect product model and serial number despite multiple attempts and inability to proceed with standard diagnostics.
  • Did not follow the documented password-recovery process for LinksysNOW or other models (e.g., checking sticker, using myrouter.info → Forgot password).
  • Did not confirm whether the Wi-Fi password on the router sticker matched the one in use or whether the issue was client-specific.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the solution worked: 'Great! God you are such a lifesaver... That really did work.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skips standard troubleshooting (e.g., verifying default password, checking admin access) but offers a functional workaround (QR code scan) that resolves connectivity; minimal diagnostic process but outcome achieved.
R3 Partially Met Correct resolution path conf 80%
Agent does not confirm model/serial or assess warranty status, but applies a valid, model-agnostic solution (QR code) appropriate for a Wi-Fi password entry issue on a mobile device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (can't connect phone to Wi-Fi despite knowing password) and asks for device brand, but does not explore root cause (e.g., password sync, keyboard input, SSID mismatch); jumps to workaround without full diagnosis.
T2 Met Appropriate tools / resources used conf 90%
QR code scanning is a supported, appropriate tool for Wi-Fi onboarding on modern devices; agent correctly leverages a feature available on the router and phone to bypass manual password entry.
T3 Met No misinformation conf 95%
Agent correctly describes QR code functionality and default password location (bottom of the unit); no technically inaccurate statements made based on provided KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintains basic control and guides the customer through a solution, but long silences, repetition of unanswerable requests (serial number), and lack of initial framing reduce effectiveness.
C2 Met Confirmed understanding conf 90%
Agent uses simple, clear language and provides step-by-step instructions tailored to a non-technical user (e.g., 'open phone camera and face it towards your code').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer, and persists in offering help despite lack of model/serial information.
O2 Met Proactive follow-through conf 90%
Agent provides a clear, immediate next step (scan QR code) that resolves the issue; no further follow-up required.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history or handoff observed; this appears to be a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue is within L1 scope and resolved on call; agent correctly avoids escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expresses appreciation but does not explicitly acknowledge customer’s frustration about repeated service issues or security concerns; empathy is polite but generic.
X2 Partially Met Tone & rapport conf 75%
Agent adapts tone to be patient and clear, but repeated failed attempts to obtain serial number and long silences disrupt flow and may increase customer effort.
X3 Partially Met Overall experience conf 80%
QR code solution reduces effort significantly, but agent repeatedly asks for unobtainable information (serial/model), adding unnecessary friction.
Call Transcript22 turns · 24 lines
Speaker 1
I'm um yes I was just talking with another lady and she told me where to find my password uh on my tablet because my phone uh company knocked me out out of my internet on their system and I found the where my passcode is and it's still saying
00:00
Speaker 2
Welcome to linksist 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'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. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you for calling linkSys. My name is Mr. Jiro, looking help. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] How can I help you today?
00:00
Speaker 1
saying that it's, it's an invalid code or an invalid number. Password. So, is there any way I can change my, my password in order to, to fix this? I mean, it's working on my tablet and it's working on my poly, but the phone company had, uh, gone down and it knocked me off of the net, the Linksys and, um, uh, I did retrieve my password here on the, she told me where to go on my tablet to find my password, and for some reason it's still not working through the phone company. So, um, it's a Samsung.
01:00
Speaker 2
hm is there what is the the brand of the phone you're trying to connect
01:00
Speaker 1
The only number I have that I can get to right this minute, the security deal showed up, it showed my password. It's a link 08551 and double line and 5G HV. Yes. [silence]
02:00
Speaker 2
Can you give me the serial number and model number of your filling system router? So that's the Wi-Fi name that your phone is? That's the Wi-Fi name you're trying to connect your phone to? Okay. If that's the Wi-Fi name of your-
02:00
Speaker 1
Well. It's showing it. It's showing my password as my old phone number. I had to change my phone, I had somebody trying to hack into my, um, Social Security account. Everyone. And the Social Security department told me to change everything. And I even had to put my social security number on freeze. So, um, the password for my router is my old phone number, which is 254
03:00
Speaker 2
Router right now, then, possibly, the password is also default, which is, that should be at the bottom of your Linksys router, the bottom part, the unit itself. There's the password there. Oh, yeah. [silence] But you said it doesn't work.
03:00
Speaker 1
It's not working for the telephone. No, because I don't know where to find it. Okay. I understand that because it's working on my TV and I don't I may have to just change.
04:00
Speaker 2
uh, okay, I understand. But have you tried the password the default password of the router? Have you tried that? so the default password of your router is written at the bottom of the unit itself. There's a password there. You can try that. because we can't proceed if you can provide the serial number and model number. Also, uh, I believe that the, the the Wi-Fi name right now is default and so is the password. so the default password should work. right. I see you said your tablet is connected to what is the brand of the tablet, I'm sorry. Oh, Samsung the brand of the tablet, I see. [silence]
04:00
Speaker 1
[KEEP_UNCERTAIN] I thought I wrote my... Do you work tomorrow? Huh? Uh-uh. Yeah it's working. I'm looking at it. I'm looking at it right now it's connected. [silence] Uh-huh. Yeah it's working. I'm looking at it. I'm looking at it right now it's connected.
06:00
Speaker 2
Um, but is it not possible for us to get the serial number and model number? Not, I, uh, unfortunately, we don't work weekend. So, we don't have work tomorrow. We could try a few things, but, um, I still, we can't proceed with the, without the serial number and model number, but maybe I can try to advise you where to go since you mentioned it's Linksys, something like that. So, it's probably Linksys device. All right. So, on your tablet, can you go to your tablet and check if the Internet is working? This is just a try, okay? Okay. We'll figure that out. one second let me just check something here, okay? just a minute. don't know it this will work, I don't know it this will work, but we can try. I'm not familiar with some some tablet that but [silence]
06:00
Speaker 1
Uh-huh. I did. Uh-huh. I did that. I did that. I did that. That's how I found the passport. The QR code. There's a security code. Uh, security on it. Oh, QR code. Okay. Yeah. [silence]
08:00
Speaker 2
Well, let's try. Go to your... go... go to the settings of your... of your tablet. Go to Wi-Fi. I mean connection then Wi-Fi. And then... tap... tap the gear icon. And then look for the QR code. You... you can see the QR code? Yeah. Look for QR code. Yeah, you... you can open your phone camera and then just let it scan the, um, the QR code so that you can connect to the Wi-Fi without entering the password. That way would be easier for you.
08:00
Speaker 1
Okay, let me. Okay, now, where do I find my.. And all I do is just take a picture of the the meal. Okay, is it, it, it stopped my oh, okay, so just just press the
09:00
Speaker 2
No. You don't take a pic. No need to take a pod or that. Just let it scan it. So open the phone camera and then face it towards your your code. Just let it scan it. No need to press or do anything. Just face it towards your code. It should scan that. And there will be a pop up message or yeah, pop up message. Just stop that. And you'll be connected to Wi-Fi.
09:00
Speaker 1
the little, the little bar that says, or the, the T. The T? That's in the little circle? I'm not familiar with scanning stuff, so. Okay, and it says scan? Great! God you are such a lifesaver, I appreciate you so much. I really do. That really did work.
10:00
Speaker 2
[silence]
10:00
Speaker 1
yes Because cricket is About to drive me nuts They for the last three or four days they've Got to the point Where the system's not working Or it says it's not working on my phone and can only make emergency phone calls and They they Don't have a service outage or anything. I think they're trying to make me buy Know a newer phone. I know They did That a couple of years ago and I ended up having to buy a a newer phone, but this is a Samsung 24 or so Or 21, so it should be You know, still Half decent to use for the phone company, but Anyway, I don't know Well, I greatly appreciate you and And you have a blessed Fourth of July and a safe one and a happy one And enjoy your weekend if you're off
11:00
Speaker 2
work perfect. It's great to hear. At least I was able to help. So, it's good to hear. Okay. Yes, I agree. Thank you so much. You do the same and appreciate your cooperation with this. Thank you. [silence]
11:00
Speaker 1
All right. I appreciate you so much. That way, I don't have to wait until Monday or Tuesday for somebody to come by to to lift the box out from underneath that cabinet for me. I, I, I truly appreciate it. Bye. Bye. No, I'm
12:00
Speaker 2
Very much. Do you have any questions? Okay. All right. good take care. bye bye. [silence]
12:00