V2 Rubric Detail — a8574df6-75bc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 02:20
Duration
20m 44s
Contact
Kenneth Henry
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135598
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 - invalid Wifi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (10 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall82.8% (+18.8)

V2 Grader Summary

The customer confirmed full resolution of the Wi-Fi password issue after the agent guided them through forgetting the network and re-entering the case-sensitive password. Technical accuracy was strong, with correct use of the Linksys app and accurate guidance on password behavior. However, communication and customer experience were weakened by a 30-minute unexplained hold and inconsistent comprehension checks, impacting call control and effort reduction despite the successful outcome.

V1 Case Analysis

Customer reported Wi‑Fi password being rejected despite correct input. Agent guided to verify password via Linksys app, forget network, and reconnect. Advised changing Wi‑Fi password to a simpler value, which resolved the issue. Customer confirmed all devices now connect.

Troubleshooting Steps
  • Verified Wi‑Fi password via Linksys app using the eye icon
  • Instructed customer to forget the network and reconnect
  • Advised changing the Wi‑Fi password to a simpler value via the Linksys app
Key Observations
  • Agent failed to collect or confirm product model, serial number, or warranty status despite multiple opportunities (05:00, 12:00).
  • Agent incorrectly stated 'test the TCP' (13:00), which is not a valid or relevant troubleshooting step for Wi‑Fi password issues.
  • Agent provided accurate technical guidance using the Linksys app to view and change the Wi‑Fi password.
  • Agent confirmed resolution with the customer before ending the call.
  • Agent exhibited poor communication: long silences (00:00, 11:00, 18:00), lack of empathy, and no call summary.
  • Agent apologized for being on hold for 30 minutes (19:00), indicating a significant procedural lapse.
Positive Highlights
  • Correctly guided the customer to use the eye icon in the Linksys app to verify the Wi‑Fi password (06:00).
  • Provided accurate instruction to forget the network and reconnect, emphasizing case sensitivity (08:00).
  • Offered a valid workaround by suggesting to change the Wi‑Fi password to a simpler value via the app (14:00).
  • Confirmed resolution with the customer before closing the call (20:00).
  • Successfully resolved a common Wi‑Fi authentication issue using correct app‑based procedures.
Agent Errors / Gaps
  • Failed to collect or verify product model, serial number, or warranty status — a critical protocol miss for product support.
  • Incorrectly advised to 'test the TCP' (13:00), which is not a valid or relevant step for Wi‑Fi authentication issues.
  • Left customer on hold for approximately 30 minutes without explanation (19:00), severely impacting communication and efficiency.
  • Did not provide a clear call summary or next‑step recap at the end of the call.
  • Exhibited long, unexplained silences that disrupted call flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I got everything working. TV's on, everything. I'm good.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer to forget network, re-enter password, acknowledged case sensitivity, and suggested changing Wi-Fi password as a test — all relevant steps for authentication failure.
R3 Met Correct resolution path conf 90%
Issue was configuration-related (Wi-Fi password), not hardware or out-of-warranty limitation; agent pursued correct L1 troubleshooting path without premature escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Identified symptom (incorrect password error across devices), asked about scope (other devices), used app to verify password, and tested resolution — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote access, logs) were necessary; issue was resolvable via customer-side actions using the Linksys app and verbal guidance, which the agent used appropriately.
T3 Met No misinformation conf 95%
Correctly advised that Wi-Fi passwords are case-sensitive and that changing the password disconnects existing devices — both factually accurate per Linksys behavior.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but had disjointed phrasing (e.g., 'What is the problem. Do you have the...'), multiple long silences, and briefly lost control when putting customer on hold without explanation for 30 minutes.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but failed to consistently confirm understanding (e.g., didn't verify if customer knew how to forget a network); customer showed confusion when network disappeared, indicating comprehension gap.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed with the case from start to end, performed troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Provided actionable steps (forget network, reconnect), but failed to set expectations around the 30-minute unannounced hold — broke implicit disconnect/callback commitment by disappearing without warning.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized after the fact ('Apologies'), but did not proactively acknowledge customer frustration during repeated password failures or the extended silence; empathy was reactive, not sustained.
X2 Partially Met Tone & rapport conf 80%
Agent followed steps but did not adjust pace or tone to customer’s scattered narrative; missed cues when customer expressed confusion about network visibility, indicating mismatch in engagement.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary factory reset and used existing tools, but the 30-minute unexplained silence significantly increased customer effort and frustration — avoidable disruption.
Call Transcript20 turns · 25 lines
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Greetings, Beautiful, she said. Beautiful, the land is all this. She's got a great in law quarters back. And, of course she could come with it. This is a beautiful house, right? So then Costa de Serena data just gorgeous. Absolutely gorgeous. Holding up to it. Yes. The great history it has. And the views are just perfect for it, man. Please. Kenneth has only. Kenneth Henry, class to you. Okay, I have your Linus' router set. I'll give you the serial number of one of them. You ready? three, eight, umbrella one, zero. Mary for Charlie Bob.
04:00
Speaker 2
Thank you for calling. My name is Nathan. May I know who I'm speaking to? Sorry about that. I was disconnected. Okay, I was talking to another caller, right? Yes. Sorry, sir. What's your name again? Mr. Henry. right Henry how can I help you sir go ahead
04:00
Speaker 1
one four five five five. Yup. MX 4000 series. The problem is whenever I put the passcode in to connect to the Wi-Fi, it tells me it's the incorrect passcode and it's not the incorrect passcode. I do. Mm-hm. Which one? Come on. Home. Oh. Yes, it says what? Yeah, I see it. Why is ready?
05:00
Speaker 2
What is the problem. Do you have the. My chance, do you see the model number. All right. Go ahead. Tell me what is your problem. All right. Do you have the Linksys application installed in your phone. Okay. Can you still open your links up. Mm-hmm. On the upper left side of the screen, there are three bars on it. And you click that one. It will pull down a menu and look for the Wi-Fi settings. Wi-Fi settings. On the upper left side on the screen, there are three bars. Click.
05:00
Speaker 1
Okay. Mm-hmm. I got it. Well, I can't, I can't see the password, but I know what it is. Yeah, I can see the password. Yes. It says my daughter's name 77. That's the password and that's what I've been putting in. And it will not recognize it. It says password is wrong. Uh, Taku, there's a company called Taku.
06:00
Speaker 2
That one, Wifi Settings. Okay, good, WiFi settings. Is it good? Now, it will show you. Okay. Okay. Is it the same? Ah. Okay. So, you can see, there's an eye on the right side, right? You click that one, it opens up and shows you what is the password. All right. All right. Who is the internet service provider, candidate? On your internet? Spectrum, huh? And you can google.
06:00
Speaker 1
It just says incorrect password. Um, computer, phone, whatever you use when you put that password in, it won't recognize it even on the phone and everything else. All right, I was on the phone right now. I'm. Hold on. Yeah. Papa Bear. Okay, I'm going to put it in Papa Bear right now. I'm doing it right now. [silence]
08:00
Speaker 2
we need to test the TCP first and then you check what is the error when it try to connect and then if it is still having this uh incorrect password. Have you tried it using other devices, maybe a computer? Ok, let's try on the phone. Not the phone that with the ok. When you see the wifi name, what is the wifi? What is the wifi name? You can fix this Henry. Papabear. Ok, when you see when you see Papabear, no no no, not yet, not yet. When you see Papabear, is there an option you can see say forget this network? Okay, select that one. Forget this network. Go ahead. All right. Try to connect. It should ask for a password. Okay. Go ahead. It's case sensitive, by the way. Your daughter's name and the number. Mm. All right. Connected. Try to check if you have internet. Told you we can fix this one. Yay. Good. That's okay. All right, let's try another one. Let's try another one. I hope we can work together. Yeah. [silence] Mhm
08:00
Speaker 1
I realized I got a pretty big house. Yeah. Okay, let's go to settings. Okay. Oh, Papa bear, he ain't even showing up now. It's not even showing up now.
11:00
Speaker 2
Yeah, I can see because she tried to walk and it took a few seconds, how does that be [silence] [silence] [silence]
11:00
Speaker 1
say it again. no, I mean, I had I had four bars in here the other day. And I tried to put the password in, it just kept saying incorrect pass. word. Papa Bear was just up there. And then when I got ready to click on it, it went away. Hold on a second. Let me go to see all networks. There we go. Got it. Okay, I'm going to put the password in. Is that fine?
12:00
Speaker 2
Yeah, there's a node nearby. Is there... Remember, you have three MX 4200, right? There's there is something there an uh node or linksys device nearby? Uh huh. Okay. Okay.
12:00
Speaker 1
it says Wi-Fi password invalid that's the problem I'm having yes ma'am it's case sensitive and I put the correct one in believe me it happens on all the TVs I can't get into pop at all it's not working ma'am should I reset all the [silence] nine two four one three seven six one five
13:00
Speaker 2
case does this in. Very by the and it should mate.
13:00
Speaker 1
I don't want to do that. What I'm gonna do is I'm gonna put it back to the same password again. And see. No. Stop. [silence]
14:00
Speaker 2
You can change the password too. Okay. Let's do this one. We can go to the Linksys app. You can change the Wi-Fi password instead of the daughter. Make it simple as one, two, three, four or a B C D. Simple as that. Or one, one, one, whatever. Change it into simple form and then make sure try to connect the TV. If you do that, all the rest of the device will be disconnected. Just be careful.
14:00
Speaker 1
Okay. Yeah, we gonna do it. I already changed it. I changed it already. Okay. [silence] Okay, I'm trying to connect to it again. It connected. Well, no, they, I, I put the same password back in. No, I put the same password back in. Yeah, I put the same password back in. I didn't change it. Okay. Yeah. I'm doing something else. I'm uploading, well, I'm not uploading, I'm downloading the update on the app, so I can't leave. Go, sis. Snickers, go, sis. My dog is trying to break into the gym. [silence]
15:00
Speaker 2
Yeah. [silence] Yeah. [silence] Hmm. Oh, wow. Wow, such a big one. Yeah. Apologies. Apologies, a while ago I couldn't hear you. I was trying to talk and trying to access my headset. I think I put you on hold on 30 minutes.
18:00
Speaker 1
I got everything working. Yep. Yep, TV's on, everything. I'm good. Because the TV wasn't working and it couldn't connect to the Wi-Fi. Okay, I got it. Thank you so much, man. Hmm? Yes, I'm good. Yes. Megan. It was a pleasure. Okay. Ask S-Mason? Okay. All right. Good night. Bye-bye. [silence] I got everything as well.
20:00