Call Detail: a155a6ea-6f5b-11f1-a

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Call Start

2026-06-23 23:31

Duration

5m 54s

Contact

Greg Ellerbusch

Issue Type

Password/Login

V2 Outcome

Partial Resolution

V2 Band

Developing

Agent & Case Context

Agent

Kharla Mae Proel

HappyFox Case

#LTS00134541

Support Country

United States

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: E2500_Retrieve wi-fi password

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication3.00/5

Protocol2.00/5

Efficiency3.00/5

Overall2.8/5

V2 Rubric Scores

Resolution3.12/5

Technical4.06/5

Communication3.75/5

Ownership5.00/5

EscalationN/A

Customer Exp5.00/5

Overall79.2% (+23.2)

V2 Grader Summary

The agent correctly identified a data entry error as the likely cause of the failed email delivery, corrected the customer's name, and resent the password-reset email. While no additional troubleshooting (e.g., spam folder check) was performed, the action taken was appropriate and reduced customer effort. The interaction was polite and well-owned, though resolution was not confirmed. This constitutes a partial resolution.

V1 Case Analysis

Customer did not receive password reset email. Agent corrected last name spelling (Ellerreich → Ellerworth), resent email. No verification of email address or receipt confirmation.

Troubleshooting Steps

Located customer record using phone number
Identified and corrected misspelling of last name in account (Ellerreich → Ellerworth)
Resent the password-reset email

Key Observations

Agent correctly identified and corrected a data entry error (last name spelling) that likely prevented email delivery [02:00–03:00].
No verification of the customer's email address was performed before resending the email.
No confirmation was obtained that the customer received the email after the resend.
No case/ticket number was created or referenced, violating case management protocol.
Agent did not provide guidance on checking spam/junk folders or offer a fallback path if the email was still missing.

Positive Highlights

Polite and courteous tone throughout the call.
Quickly identified a likely root cause (misspelled last name) and corrected it efficiently.
Resent the password-reset email promptly after the correction.
Used customer's phone number effectively to locate the account record.

Agent Errors / Gaps

Did not confirm the correct email address before resending the password reset link.
Did not verify whether the customer received the email after it was resent.
No case/ticket number was created or referenced, violating case management protocol.
Failed to provide complete next steps (e.g., check spam folder, contact support if still missing).
Agent's speech was garbled at [03:00] ('greggพ hold on ج just update interpreta Regis'), potentially impairing comprehension.

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 95%

Agent resent the email but did not confirm receipt or that the password reset was completed; resolution was attempted but not verified.

R2 Partially Met Diagnostic thoroughness conf 90%

Agent identified a likely cause (misspelled name) and corrected it, then resent the email — this constitutes minimal but targeted troubleshooting, though no further steps (e.g., spam check) were taken.

R3 Met Correct resolution path conf 95%

Agent correctly inferred that a data entry error could prevent email delivery and took appropriate action to correct and resend, aligning with best-effort support regardless of warranty status.

Technical Accuracy

T1 Partially Met Technically accurate info conf 85%

Agent did not ask diagnostic questions about the email process but used system data to infer a root cause (incorrect spelling), showing some logical reasoning.

T2 Met Appropriate tools / resources used conf 95%

Agent used internal CRM tools to locate the record, correct the name, and resend the email — appropriate and effective tool use for the issue.

T3 Met No misinformation conf 95%

The explanation that a misspelled name could prevent correct email delivery is factually accurate and consistent with standard support practices.

Communication

C1 Partially Met Clear & professional language conf 90%

Agent maintained control overall but showed hesitation and partial confusion during name spelling, causing minor disruption in flow.

C2 Met Confirmed understanding conf 90%

Agent used clear, polite language and adapted to the customer’s pace, confirming details and responding appropriately.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent owned the case from start to finish, corrected the record, resent the email, and did not transfer or abandon the issue.

O2 Met Proactive follow-through conf 90%

Agent clearly stated the action taken (resending the email) and asked if further help was needed, setting clear next steps.

O3 Not Applicable Closure confirmation conf 100%

No prior interaction history was evident or referenced; this appears to be the first contact on the issue.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was required or attempted for this straightforward password-reset follow-up issue.

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 remained courteous, used appreciative language (‘thank you’, ‘you’re welcome’), and showed patience during name correction.

X2 Met Tone & rapport conf 90%

Agent matched the customer’s calm tone, responded promptly, and kept the interaction focused and respectful.

X3 Met Overall experience conf 95%

Agent corrected the spelling error and resent the email without requiring the customer to repeat the entire request, reducing effort.

Call Transcript10 turns · 10 lines

Speaker 1

And this is Greg Ellerworth. [silence] I just spoke with somebody, and they were going to help me try to get a password. Um they were going to send me a link, and nothing came to my email.