V2 Rubric Detail — a1e7d60c-7b11-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 21:11
Duration
26m 41s
Contact
carlton
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00136443
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: changed WIFI password
⚠ 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
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall80.0% (+24.0)

V2 Grader Summary

The agent correctly guided the customer through changing the Wi-Fi password via the app and addressed reconnection needs. While the call dropped before full validation, the core task was completed with accurate guidance. The agent demonstrated ownership by initiating a callback, and no critical failures occurred. This constitutes a partial resolution rather than unresolved due to meaningful progress and correct technical execution.

V1 Case Analysis

Customer changed Wi-Fi password on WHW03 Velop mesh (3 nodes) via Linksys app. Agent confirmed password update on all bands. Call dropped before full validation across all devices; callback scheduled.

Troubleshooting Steps
  • Collected device model (WHW03) and serial number (20J10C69732311).
  • Confirmed internet service provider (Spectrum).
  • Guided customer through the Linksys mobile app to edit Wi-Fi password on all three bands.
  • Instructed customer to disconnect and reconnect a Windows PC to apply new credentials.
  • Verified internet connectivity on the PC.
Key Observations
  • Agent correctly identified the WHW03 Velop system and used the appropriate app navigation to change the Wi-Fi password on all three bands.
  • Technical guidance was fully accurate and aligned with KB documentation for password changes on Velop systems.
  • Call contained multiple long silences (e.g., [12:00–14:00], [14:00–15:00]) and inefficient pacing, significantly reducing efficiency.
  • Agent failed to confirm resolution across all devices; only one device (PC) was validated before call drop.
  • Call ended abruptly without a clear recap or confirmation of full resolution, impacting communication and resolution confidence.
Positive Highlights
  • Correctly collected model number (WHW03) and serial number (20J10C69732311) from the customer ([05:00]).
  • Accurately guided the customer through the Linksys app to change the Wi-Fi password on all three frequency bands ([07:00–16:00]).
  • Correctly explained that all connected devices would need to be manually reconnected with the new password ([09:00]).
  • Successfully verified internet connectivity on a Windows PC after reconnection ([23:00–24:00]).
  • Properly managed call closure by scheduling a callback after the line drop ([25:00–26:00]).
Agent Errors / Gaps
  • Excessive silence and inefficient pacing (e.g., [12:00–14:00], [14:00–15:00]) disrupted call flow and wasted time.
  • Did not proactively summarize next steps or confirm full resolution across all devices before the call dropped.
  • Allowed customer to lead troubleshooting on device reconnection ([18:00–20:00]), resulting in confusion and unnecessary backtracking.
  • Failed to confirm that all six devices were successfully reconnected; resolution was only validated on one device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer confirmed password saved but call dropped before verifying internet connectivity; no confirmation of working Wi-Fi post-change.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through app-based password change for all bands, verified settings, and advised on device reconnection — all relevant steps for this issue.
R3 Met Correct resolution path conf 90%
Issue was a simple password change; agent chose correct path (app-based change) and did not inappropriately invoke warranty or escalation.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent confirmed it was a Wi-Fi password (not admin), asked about node locations and connected devices, establishing clear symptom context.
T2 Met Appropriate tools / resources used conf 95%
Use of the Linksys app was appropriate and sufficient; no advanced tools needed for password change.
T3 Met No misinformation conf 95%
Instructions to change password per band in the app align with KB guidance; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general control but gave ambiguous directions (e.g., 'close everything') and lost call continuity when connection dropped.
C2 Met Confirmed understanding conf 95%
Used plain language, allowed customer to place on speaker, adapted pace, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent stayed engaged, attempted to guide through process, and initiated callback after disconnection — demonstrated ownership despite technical failure.
O2 Partially Met Proactive follow-through conf 85%
Agent said he would 'call you in a bit' but gave no specific timeframe; intent to follow up was clear but timeline was vague.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a password change request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, acknowledged customer effort, and used empathetic tone even after connection issues.
X2 Met Tone & rapport conf 90%
Matched customer’s deliberate pace, allowed thinking time, and adjusted to confusion without rushing.
X3 Met Overall experience conf 85%
Leveraged customer’s existing app access, avoided unnecessary repetition, and minimized steps by using intuitive UI path.
Call Transcript46 turns · 49 lines
Speaker 1
First time calling. Carlton, C-A-R-L-T-O-N. Hammond, H-A-M-M-O-N-D.
00:00
Speaker 2
Welcome to links is 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. While waiting, you may also visit supportlinksys.com for more information about your product. [silence] Thank you for calling links. My name is Paulo banday and I'm three nine. Is this your first time calling or do you have a ticket number? [silence] I see. Before we get started, allow me to create a ticket. Uh can I have your first name? [silence] And your last name? [silence] Thank you, sir.
00:00
Speaker 1
a 2-8-6-0-6-0-6-4-1. His email address is Carletonh3@yahoo.com and that's spelled C-A-R-L-T-O-N-H the number 3 at Yahoo.com. [silence] The.
01:00
Speaker 2
information here. Can I have your phone number? What I've got here is 828-606-0641. And should you need to call us back in the future, you can use this phone number as a means for us to pull up your record. And also, can I have your email address? Got that. Thank you for the phonetics, Carl. And may I know also the model number of the Linksys device you're calling today.
01:00
Speaker 1
Model number is WHW03. Three nodes? Yeah, it... When I purchased it, when I purchased it, it had two and I have, I have since added a third one. Oh my, I didn't get the serial number. Um, I would have to go get that. The, would the serial number be the same or you need the main node? Okay, I'll, I'll have to go get that and then I'll have to call you back. [silence]
02:00
Speaker 2
And may I know how many nodes do you have, sir? You have one, two, three nodes. And can I have at least? Uh yeah, you have three. Oh, I see. Can I have the serial number of the node that you're calling about? You're calling... I guess you're calling for the child nodes here, um, not the parent node. We have to... Uh yeah, we can go ahead with the parent nodes here, the main node serial number.
02:00
Speaker 1
Or either. You had to put me on hold. I did not get the serial number. I'm sorry, but I I can go get that. But it'll take a few minutes cuz it's in the main part of the house. I'm I'm in a different part of the house. So, you want to hold? Let me call you back. Okay. Spectrum. Let me Okay. Well, let me Okay. Well, well Let me Uh No, everything's working fine on the uh the Wi-Fi. All I want to do is change the password. Okay. Okay. Good. done.
03:00
Speaker 2
I see. Uh, I can do that. I can do that, but let me continue creating a ticket. Uh, may I know who is your internet service provider? Back to you. Now, uh, before you go and get the serial number, sir, I just want to know uh, the exact concern. I guess we are working on uh, certain child node, not the parent node and uh, this is disconnected right now. Am I correct? I see. Well, anyway, uh, yeah, I'm gonna, uh, you can put me on hold, sir. Uh, uh, you can get the serial number. Yep. Oh, by the way, how about this? Uh, do you have to links this app with you?
03:00
Speaker 1
well I've got, I've got it on my phone, yes.OK, sure. Let me, uh, if you don't mind, it might be easier for me to put you on speaker. then that way I can pull up the app while I'm talking to you. Is that okay? Super. I'm going to put you on speaker.Okay. Can you hear me? Super, I'm going to go to the Linksys app on my phone.I'm going to open it.Do you want me to go under nodes? Okay.It's still pulling everything up so if you'll be[silence]
04:00
Speaker 2
Maybe the uh we can get. we can also get the serial. number there. That's okay yes. Yes, sir I can yep. Mmm. Say. Mm. yes, sir.
04:00
Speaker 1
for doctor for just a minute. Well, I'm clicking on the nodes, but okay, it's it's starting to come up. It's just a little slow. Okay. Okay, I have a uh uh you want the main uh the main node? Okay, let me see if I can get that for you. serial number is 2 0 J is in Johnson 1 0 C is in Charlie 6973231 one.
05:00
Speaker 2
Is it okay? OK. Uh-huh. Serial number sir, yeah. Oliver Eades is back. It's 20J10C.
05:00
Speaker 1
That is correct. [silence] Yeah. It's the Wi-Fi password. Okay, good. Yeah. In fact, one of the nodes is located very near.
06:00
Speaker 2
6973 2311 And, um, yes. While the system is validating, the internet status of the device, you said you want to change a password. Uh, is this uh a Wi-Fi password or a router password? I'm Carl. I see. Well, actually, um, yeah, we can change it by the use of the Linksys app, sir, since you're on it right now. We can change it there. Okay. Now, just I just want to make sure, okay? Uh, you said the uh, the nodes are the main location. Do you think where you are right now still gets the signal before you we make some changes?
06:00
Speaker 1
You know, uh, okay. Let me explain. Uh, we have the main house, and inside the main house, there are two nodes. We also have a, we have an area over the garage. The garage is separate to the main house, but there's a room over the garage, and I have the third node in that room over the garage. Yeah, just the password. Okay. Okay. [silence]
07:00
Speaker 2
mm-hmm. Okay. Okay. I see. Well, okay. Well, yeah, we can change the WIFI password. Do you wanna change the WIFI name? Just the WIFI password, right? Okay. Now, we went to your app, went to the nodes. Let's go back to the main page. And then tap on the three lines again on the upper left. That's the menu bar. And go to the settings.
07:00
Speaker 1
Okay. Okay, so let me make sure I'm clear. Right now, under Wi-Fi settings, I see up at the top, it says 2.4 gigahertz band, and it has the Wi-Fi name, and it has the password listed. Or the password is there. Then below that, it says 5 gigahertz band with a different Wi-Fi name, but the same password. And then down at the very bottom, it says 5.
08:00
Speaker 2
Okay. Wi-Fi settings. Now from there you can see the name of your network, WiFi name and you have also dots for every frequency, that is, uh your existing Wi-Fi password. You can change it there, change each of them, each field under Wi-Fi password.
08:00
Speaker 1
Gibber hours with a small two after gigahertz and so there's actually three. So would I change it for all three? is that what you're saying? All right. Now here yeah and here's the next question the most important one is it just a matter is it just a matter of me removing the existing password and typing in a new password is that is that all I have to do
09:00
Speaker 2
mhm okay yes for all three sir yeah for three because you want to change the Wi-Fi yes and by the way since you asked me that question there are wireless devices right now right there right there connected especially your phone right now so uh I don't know how many they are probably there are around 30 or 40 devices connected wireless once you change the password of course they're going to be disconnected but you have to reconnect them one by one uh
09:00
Speaker 1
Okay. Because right now, when I go back to the dashboard, it says there are six devices. Yes. Okay. So, uh, all these, like these six that come up, I'm going to have to change the password in these locations. Okay. All right. So,
10:00
Speaker 2
mm hmm, okay, not that many, so that will only take you um, not too long to to connect them, but it's okay. Yeah, I'm just setting your expectation because I didn't know that you have, you might have 50 or wireless 50 wireless devices and they're all over the place. So, you have to reconnect them one by one. Yeah. Yeah, whatever they are, maybe a television. Uh, a laptop. Uh, any any six devices that you have, sir. You can you have to reconnect them.
10:00
Speaker 1
Okay, but again, just to make sure, because I do not wanna screw this up. It's as simple as removing the existing password and typing a new password over it. That's all I have to do? Okay. Uh, well, I haven't done it yet. But once I put in, once I remove this one and put in a new password, it's gonna give me the option to save it. Okay. Okay. Well, I, what I should have done before talking with you, I should have created a new password so I could do it with you on the phone. So, um, can you give me just a minute? Let me think of a new password. Uh, and I'll go ahead and try one of these while I have you on the phone. Would that be okay? [silence]
11:00
Speaker 2
Yes sir. That's all and save it. Save it. There's a save option there? Uh huh. Yeah sir. It should app. Yep.
11:00
Speaker 1
Okay. Um, all right, um, me think of of a a good password. Um, Oh my, um, don't want to hold you if I need to do this and and call you back, I don't mind doing that cuz I can't think of anything right now unless you unless you don't mind holding for just a minute. Okay, all right. Okay, if you don't mind waiting, let me just think of something and I'll get back with you in just a minute. Okay, thanks. [silence]
12:00
Speaker 2
Sure. You can place me on hold for that if you want to. If it's uh all right, I'll be waiting. Yep. That's fine. Yeah, right. Yeah. That's right, I think. [silence]
12:00
Speaker 1
at, at, but the top it says save. So I'm gonna just double check it. I'm gonna double check it. Okay. Yeah, I like it. So just save it. Okay. Do 'em all at the same time. Okay, good. Thank you. I will do that. I'll do the other two. Okay, let me double check this one. Okay. And of course, I want them all to be the same, correct? Yes. [silence]
15:00
Speaker 2
Uh, before you save it, did you change for each frequency 2.4 five gigahertz, one, five gigahertz two? The same time, so yeah. Yes, sir.
15:00
Speaker 1
Okay, let me check the third one. Okay, they're all the same. I'm going to click save. Okay. Okay.
16:00
Speaker 2
Yes, sir. By the way, if your phone is connected to that network, we might be disconnected, sir, okay? So, all you need to do is to reconnect and then your phone uh will get the internet again. Or if it has a cellular data on your phone. then we will remain in the call.
16:00
Speaker 1
it took it okay I took it okay so it has completely taken all those new passwords so we have saved it now let me ask you this when I go to my computer is it going to is it going to call ask me to uh change the wi-f or is it okay Okay. Okay. Okay. Um, [ silence ] Okay, um.
17:00
Speaker 2
Mm-hmm. Uh, it, it, it will still show you the same WiFi name, the one that you saw in the Linksys app. But once you click it again, it will ask for another password since we changed it. This goes through the rest of the device.
17:00
Speaker 1
All right, so what do you suggest I do next. click the name, click my Wi-Fi, okay. just a minute, I'm not it says not connected. and that's the Bluetooth, I don't want the Bluetooth. I want the Wi-Fi, okay, Wi-Fi is off, turn back on no, I don't want to turn it on. okay. [silence]
18:00
Speaker 2
Uh, you can just click the name, sir, and it will ask for a password. Now, why my name? [silence]
18:00
Speaker 1
available. There's no internet. Um. Okay, hang on a second please. all right wi-fi. Okay. Um, it says, it says connect automatically when in range. Um, then it says show the password, uh, but it's not the right password. It's the old password. Okay, I'm, I'm
19:00
Speaker 2
You're on the right spot you click show available networks do you see your Wi-Fi by name sir? hold on sir did you click
19:00
Speaker 1
[silence] I'm not sure. Um let me go down here. I'm gonna I will I'm gonna click on internet access. It says network and internet settings. Close close it. Okay. Okay. Yes, all right. [silence]
20:00
Speaker 2
Show available networks before you got that screen. There we go. All right, we're gonna start over. Uh, you're you're you're in the wrong spot, sir. Uh, close everything that you've opened. Mm-hmm. Everything. All of it, yes. And is this a Windows 10 or uh Windows 11? Okay, cool. Click on the Windows logo. It's on the lower left. And then go to settings.
20:00
Speaker 1
Okay. Okay. Okay. Yes. Yes. And right now, it says, connected, secured. Yes, that's what it says. Well, it says it's got the thing where it says disconnect. You want me to disconnect?
21:00
Speaker 2
and go to network and internet. [silence] and then goto Wi-Fi or wireless. And then you have the show available networks, right? Click that one. And you will see the list of network names, that includes your neighbors and one of them is yours. Okay. Connected, secured. Okay. Click on it, click it, click on it. Oh, you're already connected to it. Okay.
21:00
Speaker 1
Do you only press dis ... press disconnect? It says connect automatically. Now press connect. It says checking network requirements.
22:00
Speaker 2
uh no need to this connect sir if that's the case uh yeah it'll disconnect to it yeah click disconnect and then click it again okay connect automatically sir okay
22:00
Speaker 1
It says no internet. No it says connected secured. It says connected. secured. It says connected secured. Yes I can click disconnect again if you would like. Okay. I will do that. Yeah I'm getting web pages.
23:00
Speaker 2
It took it, right? After, uh, connect, uh, automatically? Uh, and do you have a, button now to click disconnect, right? No, no, no. Uh, the reason why I ask you to do that to disconnect and reconnect because we just changed the Wi-Fi password, and then, um, I want the computer to receive or capture the new password that you just created. Can you open a browser in that computer, sir, and check if you're online now, getting internet connection? All right. Well, uh, pretty much that's
23:00
Speaker 1
Okay. Tell me again what I need to do to like.
24:00
Speaker 2
Sit, so you can do the same thing to the rest of your device, car, okay, since you've got your new Wi-Fi password. Uh, this depends on uh whatever device that you have, uh ah Carl, okay. I'm I'm not sure what are they, the six devices that you mentioned. If this is a TV, television, camera. I'm sure they have uh an uh um a way for your to reconnect that. Now, uh if you need assistance for that, you might want to call the manufacturer of the device. Anyway, you got the Wi-Fi password, so that shouldn't be a problem. It will just pick it up right away. Just like what happen to the computer. Hello? Oh. [silence] Uh, surely. Carl, I think we have a, um, phone connection problem. Hello? Hello, Carl, can you hear me, sir? Carl, uh, can you hear me, sir? No, Carl, if you do hear me, I was able to hear you for a second, okay? I'm going to disconnect the call and uh process a call back, okay? Or if you can hear me, you can disconnect the call, sir. Well, anyway, um, I'm going to disconnect the call and uh call you in a bit, okay? Bye now.
24:00