V2 Rubric Detail — 9fe2d2c8-69b2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:38
Duration
11m 52s
Contact
Joseph David Flores Tenorio
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00119600
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent repeatedly asked for the serial number without progressing the case, offered no troubleshooting, guidance, or escalation, effectively abandoning the customer despite clear vulnerability and need.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to provide any meaningful support for the customer’s request to change her Wi-Fi password, offered no troubleshooting, tools, or resolution path, and showed no empathy or ownership. Despite the customer being a 97-year-old living alone who explicitly needed help, the agent deflected responsibility and did not escalate, leaving the issue completely unresolved.

V1 Case Analysis

Customer (Flo Gardy, 97) requested help changing Wi-Fi password. Agent repeatedly asked for serial number without providing instructions, empathy, or next steps. Call ended unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided zero technical instructions for changing the Wi-Fi password despite it being a standard KB-documented procedure.
  • Repeated requests for serial number without context or explanation caused confusion for an elderly customer.
  • No empathy or acknowledgment of customer's age/vulnerability; agent failed to adapt communication for accessibility needs.
  • Call ended abruptly without resolution, escalation, callback, or self-help resources despite customer expressing inability to proceed alone.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to provide any actionable instructions for changing the Wi-Fi password via web interface (myrouter.info/192.168.1.1) as documented in KB articles.
  • Repeatedly requested serial number without explaining its purpose, location (router label), or relevance to password changes.
  • Showed no empathy or adaptation for a 97-year-old customer expressing confusion and isolation.
  • Did not offer escalation, callback, KB articles, or email follow-up with instructions despite customer inability to proceed.
  • Failed to verify if customer could access router interface or needed alternative support paths.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never provided instructions to change the Wi-Fi password or resolved the core issue; call ended with no resolution.
R2 Not Met Diagnostic thoroughness conf 98%
Only asked for serial number repeatedly; no troubleshooting steps like checking admin access, recovery key, or guiding to router settings.
R3 Not Met Correct resolution path conf 97%
No path selected—did not assess warranty, offer self-help steps, or attempt best-effort support despite customer’s age and isolation.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Failed to identify symptoms beyond 'can’t change password'; asked no diagnostic questions about device model, interface, or prior attempts.
T2 Not Met Appropriate tools / resources used conf 97%
Did not use any tools—no guidance to access http://myrouter.local, no mention of recovery key, no attempt at remote resolution.
T3 Not Met No misinformation conf 97%
Provided no accurate technical guidance; only comment was misidentifying SSID as potential serial number, which added confusion.
Communication
C1 Not Met Clear & professional language conf 98%
No framing of process, long silences, lost control—customer repeatedly asked if still connected and expressed frustration.
C2 Not Met Confirmed understanding conf 98%
Used technical terms like 'serial number' without explanation; did not adapt to 97-year-old caller’s comprehension level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Repeatedly deflected responsibility ('Is there anyone that can help you?') instead of owning the case or offering alternative support paths.
O2 Not Met Proactive follow-through conf 98%
No next steps, timeline, or follow-up offered; customer left without actionable guidance or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Escalation was warranted due to agent’s inability to assist and customer’s vulnerability, but no escalation was initiated.
E2 Not Met Escalation prep & handoff conf 96%
Since no escalation occurred, execution details (team, reason, customer notification) were missing entirely.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Showed no empathy for elderly caller’s age, isolation, or frustration; responses were robotic and dismissive.
X2 Not Met Tone & rapport conf 97%
Did not adjust pace, tone, or language; failed to engage or re-establish clarity when customer expressed confusion multiple times.
X3 Not Met Overall experience conf 97%
Forced customer to repeat information, offered no shortcuts, and increased effort by demanding unattainable data (serial number).
Call Transcript13 turns · 15 lines
Speaker 1
Hi, yes, I have a customer here. This is Blue Ridge customer service and I have a customer on the other line. I'm gonna bring over for you. She has one of your routers.
00:00
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.linksus.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, 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. Hi, thank you for calling link SYS. This is G. How can I help you today?
00:00
Speaker 1
Um, she, uh, she's having trouble getting connected. She's having trouble getting some of her devices connected. She'll be better able to explain it to you. Hello. Hello. Hello. My name is Flo Gardy. Um, she can tell you my problems. Uh, I'm trying to learn how to change my password on my Wi-Fi. I don't know how to do that. And so I'm trying to look for a place.
01:00
Speaker 2
Okay, my note was the concern about this device. Mm-hmm. I see. Okay, yes, go ahead, please. Hi, ma'am. How can I help you today? Hello. [silence]
01:00
Speaker 1
I'm trying to learn how to change my password on my Wi-Fi. And what is that?
02:00
Speaker 2
Can you [silence] hell? [silence] uncle, Are [silence] what are you trying to use [silence] I'm sorry. [silence] password for your Wi-Fi. [silence] Okay, before you do that, um, I have the serial number of your linksys, please. [silence] That's underneath your linksys device, ma'am.
02:00
Speaker 1
Okay... Can I do it on my PC or my iPhone? My telephone number you want? What what's that? I done it. The number? Uh okay, let me...
03:00
Speaker 2
mem before we proceed with that, ma'am, I just need to ask for the serial number of your [silence] no, ma'am, serial number [silence] the serial number of your [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] in your lynks router, ma'am Is there anyone that can help you with this troubleshooting, ma'am?
03:00
Speaker 1
You got to come on when you're waiting. It takes hours when you're waiting. Okay. Wye-Fi. I don't know how to get it. No. No. [silence] Okay, I think, I think this is a number, is that LyncKey05? And then it has- I don't understand what what you're saying. What? I don't understand what the number what you're talking about. That's why it's so important for me to have somebody come to over the phone at my age. I'm 97 and I barely can understand 717 guest. Does that mean anything to you?
06:00
Speaker 2
Um, no, ma'am. That's not the number, ma'am. I believe that's the Wi-Fi name. I think that's the Wi-Fi name. Do you see. Can you look for the serial number, ma'am, on the device, please? Unfortunately, ma'am. Yes, unfortunately, ma'am, we don't have an on site. n. Ma'am. [silence]
07:00
Speaker 1
Okay. I don't know how to help you. I'm not I even got a five. Excuse me. No. Okay, no. Nobody's there. Nobody. I live alone. Okay. Okay. I don't know what to tell you. If if you can get me back to who I was talking to, I'll try to make arrangements. I've been trying to make arrangements for someone to come to my home from Bluefield so they'll know what to do. Where I don't. Well, let me see. Tell you what. [silence]
08:00
Speaker 2
Okay. Yeah, unfortunately, ma'am, we don't have an on-site technician. Is there anyone that can help you with the troubleshooting?
08:00
Speaker 1
Are you with me yet? Did you put me on, or put me back to that person?
09:00