V2 Rubric Detail — 82b70224-7622-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 14:30
Duration
7m 31s
Contact
Asha Liban
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135639
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot the wifi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution0.62/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall62.3% (-17.7)

V2 Grader Summary

The agent failed to perform any on-call troubleshooting to help the customer locate the Wi-Fi password, despite the issue being resolvable using basic KB steps (checking sticker, logging in locally). Offering only a delayed email constitutes no meaningful progress, resulting in an unresolved case. While communication and ownership were strong, the lack of technical engagement downgrades R1, R2, R3, and X3.

V1 Case Analysis

Customer requested Wi-Fi password for E5400. Agent confirmed model, serial, and expired warranty. Offered free email with login instructions. Customer provided LIBAN@yahoo.com. Email sent with steps to access router settings and view password.

Troubleshooting Steps
  • Confirmed router model (E5400) and serial number.
  • Checked warranty status (expired).
  • Advised that the default Wi-Fi password is on the router label and can be viewed via the router’s admin page.
  • Offered to send an email with detailed login instructions.
Key Observations
  • Agent correctly identified the issue as a password lookup and did not attempt unnecessary resets or troubleshooting.
  • Warranty status was accurately assessed based on purchase year and standard one-year coverage.
  • Agent offered a practical self-help path (free email) after confirming the device was out of warranty.
  • Customer provided email phonetically; agent confirmed and normalized it correctly to LIBAN@yahoo.com.
  • Call concluded with clear next steps and no unresolved concerns.
Positive Highlights
  • At [04:00], agent correctly verified serial number and model (E5400), demonstrating proper protocol for device identification.
  • At [05:00], agent accurately assessed warranty status based on purchase year (2021) and standard one-year coverage, correctly informing the customer it expired in 2022.
  • At [05:00], agent offered a free email with instructions to access router settings — a valid and helpful self-help path for an out-of-warranty customer.
  • At [06:00], agent correctly captured and confirmed the customer's email address (LIBAN@yahoo.com) despite phonetic spelling, ensuring delivery of support materials.
  • At [07:00], agent confirmed no further concerns and closed the call professionally, providing clear expectations about the follow-up email.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue during the call and offered only an email with instructions. The customer needed immediate help finding the Wi-Fi password but was not walked through accessing the router or verifying the default password. No confirmation that the solution would work was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent did not guide the customer to check the sticker, attempt login via http://192.168.1.1, or verify if the default password was still in use. Jumped straight to warranty check and email offer without diagnostic engagement.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as out-of-warranty and offered a free email with instructions, which aligns with best-effort support. However, failed to attempt any on-call troubleshooting (e.g., guiding login, checking default password), which is expected even for OOW devices per OOW standard in rubric.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (need Wi-Fi password) and asked for serial number, but did not ask whether the customer had checked the sticker or tried logging in. No logical progression to determine root cause (e.g., forgotten password vs. access issue).
T2 Partially Met Appropriate tools / resources used conf 89%
While no remote tools were available, the agent could have used the KB to guide the customer through local login steps (http://192.168.1.1, default password 'admin') immediately. Relying solely on a future email instead of using available knowledge resources during the call reduces tool appropriateness.
T3 Met No misinformation conf 98%
All technical information provided — default password on sticker, E5400 being legacy, warranty period, and paid support cost — is factually accurate per KB and policy.
Communication
C1 Met Clear & professional language conf 95%
Agent framed the interaction, collected information systematically, set expectations about the email timeline, and maintained control throughout without being derailed by customer confusion.
C2 Met Confirmed understanding conf 94%
Agent adapted to customer’s spelling-out style, repeated back email clearly, confirmed ISP, and used accessible language without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and committed to sending an email — which was within their control and followed through.
O2 Met Proactive follow-through conf 95%
Agent provided a clear next step (email with instructions) and a realistic timeline ('within five minutes'), meeting expectations for follow-up communication.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history or handoff, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a password lookup request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, thanked the customer multiple times, used a calm tone, and closed professionally despite customer’s fragmented speech.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, allowed time for spelled-out input, repeated information for accuracy, and maintained engagement.
X3 Partially Met Overall experience conf 88%
Agent avoided unnecessary repetition and collected info once, but increased customer effort by deferring resolution to an email rather than resolving in-call using available KB steps, requiring customer to wait and re-engage later.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Linksys 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 one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, [silence] Press 8 Okay. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, press 8. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, the paid support option may be available depending on the issue. [silence] For calling. This is Mae. How can I help you?
00:00
Speaker 1
Good morning, mini. How do I I find my internet Wi-Fi password? You could. it I will always work if I change it. Will it work? 'cause it is on the back of the router. I see it. Does it have a yellow cord? Not blue cord. Do you see a blue cord? No, it's not. I don't think that does it connect to my computer? Uh I don't know. It connects with this thing. It's not connected to anything. [silence]
02:00
Speaker 2
If you did not change it upon setting up the router, it's still on the sticker underneath the router. That's the default Wi-Fi password. Yeah, you can try that. If ever that password will not work, that only means it was changed to something else.
02:00
Speaker 1
last time I called you all you all sent me to a website and I was able to see my past I didn't see what the password is it the secret number is the Mac address or the
03:00
Speaker 2
Uh huh. You just need to access the router settings of your router to check the password. For me to walk you through, uh, I need to check first if your router is still in warranty. I need the serial number that's on the sticker underneath your router. Sn. Pardon. Uh, start over please. Three, zero. Okay. Let me just check this one first. Just to make sure I got it here right. That's three, zero, Nancy, one, zero, Mary, two, alpha, alpha, two, four, zero, five, one. Correct? The model number is E 5400 and that router belongs to our legacy devices, which we don't manufacture anymore, but we can still support that as long as it's within the warranty, which is one year, correct?
03:00
Speaker 1
I'll take the email. Okay. Yes ma'am. What information, you need my email address or you have it already? It's going to be A as in apple, S as in Sam, H as an L, A as in apple, so it's Asha.
05:00
Speaker 2
besides receive a member on our record here shows that this was purchased year 2021, which means uh its warranty have already ended year 2022. regarding your concern about how you can log into the router to check the password. I can send you an email, that's gonna uh that email contains instruction on how you can log into your router settings and to check the password. that's for free. if you want me to help you to walk you through right now. we have paid support option, but it's up to you if you want to avail that, because it will cost you $15 for just one-time troubleshooting. The email, that's for free. Exactly. I need your active email address. Uh-huh.
05:00
Speaker 1
L is in library, I is in India, B is in Bravo, I is in Apple N is in Nancy L leave in, leave in at yahoo.com, B for boy, A is an apple N is a Nancy, band, leave band L leaving, that's my daughter, service provider is spectrum.
06:00
Speaker 2
Oh at Yahoo dot com right So L I B for boy Alpha Nancy at Yahoo dot com right B for boy or V for victory Okay So I guess your first name is Asha and your last name is on my right Okay I See and which internet service provider Is it spectrum? Okay Thank you I will just communicate it ticket here real quick Asha just wait for five minutes max once this call will end and um I will send you
06:00
Speaker 1
Okay. No, that- Yeah. All right. You too. Thank you. Okay.
07:00
Speaker 2
Alright. Thank again for calling. You don't have any other concerns, right? That's it only about the password? Okay. I'll send you email then, and that will help you to log in to your router settings. Thank you again for calling, Asha. You take care. Bye-bye. Thank you. Bye-bye.
07:00