V2 Rubric Detail — 9620fbe8-8091-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 21:10
Duration
18m 30s
Contact
239-255-9839
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137352
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-35.7)

V2 Grader Summary

The agent failed to resolve the customer's Wi-Fi password issue, providing only a single character-ambiguity tip before ending the call. No KB-supported troubleshooting (such as admin login or password recovery) was attempted, and the case was left unresolved with a vague promise of a callback. The interaction suffered from poor call control, minimal empathy, and inadequate ownership.

V1 Case Analysis

Customer unable to connect to Wi-Fi; password on router label rejected. Model E5450, serial SN61W10M27F01797. Agent suggested checking zero vs O but did not verify SSID, power-cycle, or guide to admin interface. Follow-up promised via email.

Troubleshooting Steps
  • Confirmed model and serial number
  • Suggested checking zero vs O in the password
Key Observations
  • Agent did not verify that the customer was selecting the correct SSID (2.4 GHz vs 5 GHz) or that the network name matched the router.
  • No power-cycle or router reset was suggested, a standard first step for password-rejection issues.
  • Agent used vague and unintelligible phrasing (e.g., 'air is unavailable to join', 'other dividers') that could confuse the customer.
  • Agent did not guide the customer to log in to the router's admin interface to verify or reset the Wi-Fi password, as required by KB procedures.
Positive Highlights
  • Collected serial number and model number early in the call.
  • Maintained a polite tone and asked for the customer's contact information.
Agent Errors / Gaps
  • Failed to confirm the correct Wi-Fi network (SSID) before troubleshooting the password.
  • Did not guide the customer to power-cycle or reset the router, a basic step for password-related connection problems.
  • Did not direct the customer to the router's admin interface (http://192.168.1.1 or http://myrouter.local) to verify or reset the Wi-Fi password.
  • Provided an unclear next-step ('we will contact you back') without scheduling a specific callback or escalation.
  • Used ambiguous language that did not clearly convey instructions (e.g., 'air is unavailable to join', 'other dividers').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended without resolution; agent only suggested checking zero vs O and deferred to future callback.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting beyond basic password check; no reset, admin login, or network verification steps performed.
R3 Not Met Correct resolution path conf 95%
No determination of product status or support path; abandoned active resolution in favor of callback without justification.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Failed to identify root cause of 'incorrect password' error; no diagnostic questions about router's LED state or device compatibility.
T2 Not Met Appropriate tools / resources used conf 95%
Did not utilize the local admin interface (http://192.168.1.1 or http://myrouter.local) or the Recovery Key process described in KB for password issues.
T3 Partially Met No misinformation conf 90%
Correctly identified possible confusion between '0' and 'O' in password — a common issue per KB, but provided no other technical guidance.
Communication
C1 Not Met Clear & professional language conf 97%
Poor call control: long silences, no agenda, abrupt ending without confirmation or transition.
C2 Partially Met Confirmed understanding conf 88%
Used simple language but failed to confirm understanding or adapt to customer's visible frustration and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Abdicated ownership by ending call and relying on callback instead of resolving in real time.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timeline, or commitment — only vague 'we will assist you on how to work this thing'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy; no acknowledgment of frustration, repeated effort, or difficulty — remained transactional.
X2 Not Met Tone & rapport conf 93%
Tone did not adapt to customer's emotional state; customer expressed confusion and disengagement.
X3 Not Met Overall experience conf 96%
Forced customer to repeat password attempts and re-enter known details without streamlining process.
Call Transcript24 turns · 28 lines
Speaker 1
[silence] Yes, good. They I'm trying to set up my Skylink SkyTel wireless dual router. No, this is this is the first time I notice it.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hello, thank you for calling Linksys Technical Support. This is Sharum, how may I assist you today? I see. Is this your first time setting it up? Or is it working before? All right.
00:00
Speaker 1
where's the serial number on the unit itself okay okay serial number where is it okay now this is this starts with a with a six one W starts with a what's this
01:00
Speaker 2
Yes. Yes. Yes.
01:00
Speaker 1
S N6 1 W 10 M 27 F 0 1 7 97 the model number is E 5 4 5 0 I just purchased it from um I'm I'm in the Virgin Islands by the way
02:00
Speaker 2
Got it. Can you see there the model number, sir? It's under the Lynx's name. Yes. E5, 4 5 0? Got it. When did you purchase this router, sir, and where did you purchase it?
02:00
Speaker 1
I just purchased this from a local store. I mean, I mean, what do you call it? 27 F. 27 Frank, right? 0 1 7 9 7. My Internet service is one, choice one. What do you want? No, my Internet service is one connection. Wait. Wait. Yes. Wait, yes. One communication, one, sorry, one communication, sorry, one communication. Wait, yes, yes, yes, yes. I just, I just connected.
03:00
Speaker 2
And may I know who is your internet service provider, sir? One choice one. Is that correct? One connection. All right. And then one communication. All right. And also, did you connect this router already to your modem using an Ethernet cable? All right. Um, let's wait. Wait for about two to three minutes since you just connect this one, right? Let's see!
05:00
Speaker 1
I think I'm gonna get on right now. Okay, It's up. Is there a new password just enter a password? Yes, it does. I
07:00
Speaker 2
All right. Can you check your phone, sir, or your laptop or an iPad and see if you can find the default Wi-Fi name of this router? [silence] All right. Can you connect to that Wi-Fi, sir, and input the password? [silence] All right. Connect to that network. And when you connect to that, is it asking for a password?
07:00
Speaker 1
yes it does. oh it's on the sticker. okay, good, good, good, good, good, good.
08:00
Speaker 2
The password is under the router also is printed on the sticker or on the label.
08:00
Speaker 1
the maybe someone capital letters let me do it over it again
09:00
Speaker 2
Sorry, are you connected now? Right? Double check. You can take a photo that one. Sure. So that you can zoom in. [silence] Are you not connected, sir?
09:00
Speaker 1
says improper password for Linky, but the password is on it. It says password right here. Oh, misunderstand. [silence] button [silence]
11:00
Speaker 2
a double check sir. if you if you
11:00
Speaker 1
[KEEP_UNCERTAIN] buffering is [silence] password and it said incorrect password for Linky. I am seen the Wi-FI name on the Wi-FI number. I'm seeing the Wi-FI password right here. incorrect password and it's right in front of me. Now, now the difference is I don't know if if it's a zero or an O. Let's let's let me go back. I don't think anything is capped over here. I don't see I don't see any capped.
12:00
Speaker 2
All right. So you input only the Wi-Fi password, but it keeps on saying incorrect password. Hi. It is a zero, sir. Have you tried zero?
15:00
Speaker 1
I'm available to join. What's that? link keys? Why is that? I need my phone. My my laptop need to be charged. So maybe I can charge it and call you back you.
16:00
Speaker 2
All right, so the air is unai available to join. Do you have other dividers that you can use? Yes, aside from your phone, do you have a laptop, a computer, or an iPod? Yes, you can contact us. at [silence]
16:00
Speaker 1
What do you want me to give you the password? No, you don't want that. That could work. Okay, no problem. my name. is just my name, just my name and that's my name. And my email address is Dwayne Car 45 at gmail.com. D-W-A-N-E is the first name. Last name is Car, C-A-R-R. Got it. And Dwayne Car again.
17:00
Speaker 2
Yes, you can contact us Max, sir. Since we are open from 8:00 a.m. to 11:00 p.m. Eastern Standard Time. All right. So I will take a note of that one here. And also, sir, can you provide your first and last name and also your email address? Um, can you spell that for me, sir? Yeah.
17:00
Speaker 1
[silence] 4545@gmail[silence] .com[silence] Thank you.
18:00
Speaker 2
Four five at gmail.com. All right. Okay. All right. So just contact us back and we will assist you on how to work this thing. Alright. Bye for now. [silence]
18:00