V2 Rubric Detail — a4552b20-6f53-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:34
Duration
9m 25s
Contact
Mary Jaskowiak
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134536
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_Password concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.1/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall41.2% (-40.8)

V2 Grader Summary

The agent correctly identified the HOA/ISP as the responsible party for the managed device and provided factually accurate information. However, they failed to escalate when explicitly requested by the customer and offered no troubleshooting or ownership path, resulting in an unresolved outcome. While the resolution path was appropriate, the handling of escalation and customer experience reduced effectiveness.

V1 Case Analysis

Customer (Mary Jaskowiak) reports Wi-Fi password no longer works for HOA-provided Ennexis/Linksys network. No router model/serial available. Agent correctly advised contacting HOA/ISP for password reset per KB guidance on ISP-managed devices.

Troubleshooting Steps
  • Confirmed lack of router model and serial number
  • Explained limitation of Linksys support for ISP-managed devices (per KB)
  • Advised customer to contact HOA/ISP for password reset
Key Observations
  • Agent's guidance was fully accurate per KB: ISP-managed devices are out of scope for Linksys password resets (universal_support_contacts.md).
  • No technical inaccuracies found in the agent's instructions or explanations.
  • Agent correctly refused to proceed without model/serial number when the device was confirmed ISP-provisioned.
  • Empathy and communication clarity could be improved, but these do not affect ACCURACY.
  • Brand name mispronunciation ('Linxsys'/'Lynxsys') was likely an ASR artifact and did not impact technical guidance.
Positive Highlights
  • Technical advice was 100% aligned with KB guidance for ISP-managed devices.
  • Provided a clear, correct next step: contact HOA/ISP for password reset (only viable resolution path in this context).
  • Avoided unsupported troubleshooting on an out-of-scope device.
Agent Errors / Gaps
  • Brand name mispronounced in opening ('Linxsys' at [00:00]), though this was likely an ASR/accent artifact and did not affect technical accuracy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the issue or provide a path to resolution; only advised contacting the HOA/ISP without verifying if that was the correct escalation path or offering any recovery steps.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were attempted — no verification of password recovery options, no suggestion to check for network-wide changes, and no use of available self-service tools despite the issue being access-related.
R3 Met Correct resolution path conf 93%
Agent correctly identified that the customer’s device was ISP/ISP-managed (HOA-provided infrastructure) and advised contacting the community/ISP first, which aligns with KB guidance for ISP-provisioned devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask diagnostic questions about when the password stopped working, whether other devices were affected, or if the network name (SSID) was visible — all basic steps in a connectivity issue.
T2 Not Applicable Appropriate tools / resources used conf 91%
No tools (remote access, account lookup, logs) were available or applicable since the device is managed by the HOA and customer lacks direct access; agent had no means to verify or intervene.
T3 Met No misinformation conf 98%
Agent accurately stated that Linksys is not the ISP and that model/serial are required for direct support — consistent with KB articles on ISP-managed devices.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow but showed hesitation ('uhk', 'um'), did not set clear expectations, and failed to manage the transition when the customer requested a supervisor.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided technical jargon, and responded directly to the customer’s statements, adapting to a non-technical user effectively.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent acknowledged the limitation but did not take ownership beyond advising to contact the HOA; however, this is appropriate per KB for ISP-managed devices, so partial ownership is acceptable.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a next step (contact the HOA/community), but no timeline or follow-up commitment was made, which is reasonable given the external dependency.
O3 Not Applicable Closure confirmation conf 96%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer explicitly asked to speak to a supervisor, indicating frustration or escalation need; agent ignored the request and did not escalate, violating escalation protocol.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was performed, so no details (team, reason, timeline) were communicated — but the failure lies in not acting on the customer’s explicit request.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent said 'I understand' but did not acknowledge the customer’s frustration, repeated effort, or emotional state with sincerity; minimal empathy shown.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a neutral tone but did not adjust pacing or style in response to the customer’s growing frustration or request for a supervisor.
X3 Partially Met Overall experience conf 89%
Agent required model/serial number — information the customer cannot provide — but this is standard protocol; however, could have reduced effort by confirming HOA as the correct point of contact more efficiently.
Call Transcript12 turns · 14 lines
Speaker 2
Welcome to Linxsys 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.Linxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be a please have your devices serial number and contact information ready. If unavailable, kindly call back later. So the Out-of-warranty product pay support option may be available depending on the issue. Thank you for calling Lynxsys. This is Mr. Jarl. Go ahead. I'm good, how about you?
00:00
Speaker 1
in a community that provides Linksys as internet service. So I don't have a box, I don't have a serial number, I don't have anything except the number that was assigned to me. And as of today, my password does not work and I cannot get internet service. I don't have a physical router. This is all wired into a townhouse committee. All I have is the network number.
01:00
Speaker 2
[HUMAN_REVIEW] Hold on. okay um so so you don't have links that's rather there. uhk. Okay. All right, I'm just checking
01:00
Speaker 1
<start_of_audio>
02:00
Speaker 2
right. I see. I understand. But if it's not, OK. I'm just confused right now on how how I can help. Hold on. If the password is a problem, maybe someone has changed the password. Did you ask?
02:00
Speaker 1
I just put in a call to my community but everyone in the community has a separate links this address and a separate password. As far as I know. [silence] Um, can I talk to a supervisor, please? I mean, I believe you, but I just, I need some more insight, please. Thank you. My internet provider.
03:00
Speaker 2
I see Right. Right away, we are not the internet provider. I can help you with link support if brother, but I need the model number and the serial number to proceed. Without that, we cannot proceed. Sure. Understand one second. I'll be back. OK. I need to find one.
03:00
Speaker 1
Hi, honey. Hey! [silence] Hi! Sure. I live in a townhouse community. Internet is provided through my HOA and the single digits is who put in the uh, I don't know, what, infrastructure, but it's a Ennexis, and I have the Ennexis number 15353, and I have a password that was given to me. And as of today, I've been here since June, but all of a sudden today my password no longer works. So I cannot access the internet. I don't have a physical router box that I can tell you what the model number or serial number is. I have absolutely nothing. It's all wired hardwired into the house. My name is Mary.
05:00
Speaker 2
Mm-hmm.
06:00
Speaker 1
Jaskowiak. J-A-S K-O-W-I-A-K. Right.
07:00
Speaker 2
Okay. Mary. Ma'am. Okay. All right. Okay. Now, uh, actually, the situation, um, you have now, ma'am, for us to be honest, okay? Um, if we can't, uh, we can't get the the information, let's say, for instance, the model of the medium router and the serial number of the router, actually, we will be having a hard time on how to proceed and help you. Now, since the problem is just about the password, uh, connectivity, um, since it is a community, ma'am, and you would you you've been only provided with a password and the Wi-Fi name, um, If you haven't already, we can advise for you to reach out with the community, uh, to check, uh, whether they changed the password or, uh, what not, okay, that's, that's the best recommend, uh, recommendation that we can, uh, we can give you, um, unless you have the, the uh, physical router with you, and the serial number and the model number, um, definitely our technician can help you on, um, troubleshooting the device, okay, or, um, um, uh, setting up the, the, the router again, okay, for you to be able to access the internet. But without the physical router, um, without the information that we need, um, Mary, as much as we really want to help you, ma'am, there's nothing we can do because we, we don't have, we have only limited information of the, uh, of the device.
07:00
Speaker 1
Okay. Okay. All right. I'll try that. Thank you so much. Okay, bye.
09:00