V2 Rubric Detail — a3c385d4-81e2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:23
Duration
8m 5s
Contact
603-968-7065
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137625
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: forgot Wi-Fi password

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.5/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+1.9)

V2 Grader Summary

The agent successfully resolved the customer’s forgotten Wi-Fi password by guiding them through the Android Share/QR code feature, a valid and efficient method per KB guidance. While initial data collection added minor effort and empathy was minimal, the troubleshooting was logical, ownership was maintained, and the issue was resolved without escalation. Technical accuracy was upheld throughout, with no contradictions to documentation.

V1 Case Analysis

Customer forgot Wi-Fi password; agent guided through Android Share QR code method to reveal password; customer confirmed successful connection.

Troubleshooting Steps
  • Collected serial number, name, email, and ISP
  • Confirmed router was out of warranty and Wi‑Fi password was customized
  • Guided customer through Android Share QR-code method to view Wi‑Fi password
Key Observations
  • Agent provided accurate, KB-aligned instructions for retrieving Wi‑Fi password on Android via the Share QR-code method.
  • Serial number was initially misheard and repeated incorrectly, requiring customer correction.
  • Agent did not verbally confirm the corrected serial number after customer clarification, missing a protocol step.
  • Clear, step-by-step guidance led to confirmed resolution without unnecessary loops.
Positive Highlights
  • Accurately guided customer through Android Share QR-code method to retrieve Wi‑Fi password, per KB guidance
  • Maintained clear, structured communication throughout the call
  • Confirmed resolution with the customer before ending the call
  • Efficiently resolved the issue without unnecessary steps or loops
Agent Errors / Gaps
  • Incorrectly repeated the serial number as '1-1-0-B-4-0-1-1-9-7' instead of '0-1-1-9-7' after the B, causing customer to correct it
  • Failed to verbally confirm the final serial number after correction

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed they found the password via the QR code and successfully connected a new device: 'I found it, I found it, thank you.' and 'I connected. Thank you very much.'
R2 Met Diagnostic thoroughness conf 95%
Agent identified the core issue (forgotten Wi-Fi password), confirmed device type (Android), and applied a targeted, KB-aligned solution using the Android Share/QR method — a logical, efficient path that advanced resolution without unnecessary steps.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledged out-of-warranty status but proceeded with best-effort troubleshooting (Android Share/QR method), offering a non-RMA resolution appropriate to the request — retrieving a forgotten password does not require hardware support.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent correctly identified the symptom (forgotten Wi-Fi password), confirmed device type (Android), and applied a targeted solution based on OS-specific behavior — a logical diagnostic path aligned with KB-recommended methods.
T2 Met Appropriate tools / resources used conf 95%
No external tools (e.g., remote access, admin login) were necessary; the agent used knowledge of built-in Android functionality (Share → QR) appropriately and effectively to resolve the issue.
T3 Met No misinformation conf 97%
Instructions to use the Android Share feature to reveal the Wi-Fi password via QR code are technically accurate and consistent with standard Android behavior and KB guidance on retrieving credentials.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained control and guided the interaction to resolution but did not set initial expectations, and the serial number verification process became disorganized and prolonged due to miscommunication.
C2 Met Confirmed understanding conf 90%
Agent adapted communication by asking whether the customer used Android or iPhone and provided OS-specific, step-by-step instructions appropriate to the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through until the customer confirmed resolution.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps (use Share button to view QR code), which led directly to resolution; no follow-up was required.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not express explicit empathy or acknowledge frustration, but remained polite and solution-focused; customer did not express strong frustration, only mild difficulty with small text, which the agent addressed procedurally.
X2 Met Tone & rapport conf 85%
Agent adapted to customer’s pace, confirmed understanding at key points ('Are you using an Android or an iPhone?'), and adjusted instructions accordingly, maintaining engagement.
X3 Partially Met Overall experience conf 85%
Collection of serial number, name, and email added initial effort, but agent avoided unnecessary steps in resolution by using a direct device-based method rather than requiring router access or reset.
Call Transcript38 turns · 52 lines
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. Thank you for calling Linksys. This is Ice. How can I help you?
00:01
Speaker 1
I can't remember my password, apparently, but when I wrote down it, I don't remember changing it.
00:23
Speaker 2
Your Wi-Fi password? Yeah, so it's your Linksys router Wi-Fi password.
00:28
Speaker 1
Yes. Well, that'll take a minute.
00:37
Speaker 2
Can you provide me, ma'am, the serial number of your Linksys?
00:40
Speaker 1
Real number.
00:45
Speaker 2
That's fine. I'll say again, the serial number is 33 Steve for Charlie, 10 M for Mike,
00:47
Speaker 1
3-3-C-1-0-M-2-A-B-1-1-whoops, no, I missed a zero after the B. Then 1-1-9-7-3-3-C-yep, yep, B for Bob.
01:02
Speaker 2
A for Apple, D for David, it, 1-1-0-B-4-0-1-1-9-7, so 3-3-C-1-0-M-2-A-B-0-1-1-9-7, all right, thank you, I'll create a record
01:31
Speaker 1
No. After the B for Bob, it's 0-1-1-9-7. Yes. Catherine Orso.
01:38
Speaker 2
record for you, ma'am. May I know your name? Can you spell your name, ma'am? K-A-T-H-E-R-I-N-E.
02:12
Speaker 1
A-T-H-E-R-I-N-E-O-R-S-O.
02:16
Speaker 2
Catherine. And also, O-R-S-O. Thank you. What about your email address, Catherine? Grammyk8
02:42
Speaker 1
Yes. Yes. I believe I have Grammy K-8 at Hotmail, but I might have put something else. I should write that down, too, when I do it.
02:43
Speaker 2
at hotmail.com. Yeah. Thank you. Who's your internet service provider? All right. Catherine,
03:07
Speaker 1
Yes. G-R-A-M-M-I-E-K, the number 8 at Hotmail. Spectrum.
03:09
Speaker 2
your Linksys router apparently is already out of warranty. Its warranty status expired last 2023. But since you just want to know your Wi-Fi password, if you haven't added or customized your Wi-Fi password, then you can look at the bottom of your parent node.
03:31
Speaker 1
I did customize it.
03:53
Speaker 2
Let's see. So if you customize it, are there other devices devices that are connected to your Wi-Fi right now, because you can check on those devices.
03:56
Speaker 1
Yes, but they don't tell me the password. I don't think so.
04:05
Speaker 2
You cannot go to the settings to see or view the Wi-Fi password. On your device, say, for example, your phone that is already connected to your Wi-Fi network, you just need to go to your phone's Wi-Fi settings and then click on Manage Wi-Fi and you will see the Wi-Fi password of your Wi-Fi network because usually they, yes.
04:10
Speaker 1
Hold on. Hold on. Settings. And Wi-Fi? Oh, no. If I go to Wi-Fi, okay, I see Wi-Fi. Do I click on my phone connection, you mean?
04:42
Speaker 2
Are you using an Android or an iPhone?
05:22
Speaker 1
Android. And it doesn't give me that option.
05:26
Speaker 2
Okay, if it's an, all right.
05:27
Speaker 1
It says share, forget, disconnect. That's all I get.
05:28
Speaker 2
That Android phone is connected to your Wi-Fi, right? right? Okay, you just need to go to your phone settings, tap on the network and internet
05:34
Speaker 1
Yes. Yep.
05:39
Speaker 2
or connections, select your Wi-Fi, and then tap on the Wi-Fi network you are connected
05:47
Speaker 1
Okay. It doesn't not give me the password.
05:49
Speaker 2
to to view the password. Is there no QR code or share button on that? Okay, tap the share
05:58
Speaker 1
It tells me share, forget, and disconnect. There's a share button, it says share, hold on I have to go back for that, share, it's
06:05
Speaker 2
button so once you authenticate the Wi-Fi password will be displayed below
06:25
Speaker 1
you, okay, it gave me a, it's giving me a QR code, what do I do, oh, password, okay I found it, I found it, thank you.
06:34
Speaker 2
the QR code all right so everything is good now all right you're welcome thank
06:47
Speaker 1
Well, I just want to make sure I can connect this other phone because, all right, I wish I'd let you speak it, it's so hard. And this new phone, the numbers are so small, I can't type one at a time, see, it's not the one I remember for this, I'll have to fix it again. Thank you, I connected. Thank you very much. Have a good rest of your day.
06:52
Speaker 2
you thank you for our calling Linksys Carrie take care have a good one bye
07:49
Speaker 1
Thank you. Bye-bye. Bye-bye. Bye-bye.
07:50