V2 Rubric Detail — aee81664-6f36-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 19:06
Duration
7m 35s
Contact
John Bushby
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134503
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dont know the network name and password
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall35.4% (-20.6)

V2 Grader Summary

The agent correctly identified the device was out of warranty and committed to sending a guide, demonstrating ownership. However, they failed to perform any diagnostic troubleshooting, use available tools, or adapt communication to the customer’s needs. The path offered—factory reset—avoids retrieving the existing credentials, resulting in a partial resolution at best. No critical failures occurred, but multiple core indicators were not met.

V1 Case Analysis

Customer unable to see Wi-Fi SSID; agent failed to provide basic troubleshooting, gave incorrect advice, did not obtain model number, and offered paid support. Agreed to email a reset guide.

Troubleshooting Steps
  • Requested router model and serial number (only serial obtained)
  • Asked if customer's son set up the router
  • Offered to send a reset guide
  • Collected contact information for follow-up
Key Observations
  • Agent failed to provide the standard steps to locate the SSID on the router label or via the web UI as documented in adjacent_connecting_devices.md.
  • Agent gave materially incorrect technical advice, including the non-existent concept of a 'username and password server' [03:00] and the false claim that a router must be manually set up with a new SSID [04:00].
  • Agent did not obtain the router model number, which is critical for accurate support and was requested but not captured.
  • Agent offered paid support without first attempting basic, safe troubleshooting steps available to out-of-warranty customers.
Positive Highlights
  • Collected the customer's name, email, and phone number for follow-up.
  • Offered to send a written guide to the customer.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed customer needs a 'username and password server' [03:00], which does not exist in Linksys products.
  • Incorrectly stated that a router 'needs to be set up' with a Wi-Fi name, implying no default SSID exists [04:00], contradicting KB guidance that SSID and password are printed on the label.
  • Failed to obtain the router model number despite asking for it, a critical protocol failure.
  • Did not reference or guide the customer to check the router label for the SSID and password, a basic and safe step available to all customers.
  • Offered paid support before confirming warranty status through proper lookup or attempting basic troubleshooting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent offered a paid service or guide for resetting the router, but did not resolve the actual issue (retrieving existing SSID/password) and instead defaulted to full reset, which is a workaround, not a resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., checking router label, attempting admin login, verifying if SSID is hidden); agent immediately stated 'no visibility' without diagnostic effort.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status but failed to provide best-effort troubleshooting (e.g., guiding customer to check label, access http://192.168.1.1, or use recovery key) before offering paid service or reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; agent did not identify symptoms (e.g., SSID not broadcasting, forgotten credentials), ask relevant questions, or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote access, web UI, or even verbal guidance to check router label or login locally) that could have retrieved or verified the SSID/password.
T3 Met No misinformation conf 95%
Agent correctly stated that Linksys cannot see customer router settings and that out-of-warranty devices no longer receive free support.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked structure, clear expectations, or control; agent’s responses were fragmented, with long silences and unclear transitions.
C2 Not Met Confirmed understanding conf 90%
Agent used terms like 'visibility', 'configured', and 'set up' without simplifying for a clearly confused customer; no comprehension checks were performed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and committed to sending a guide, taking ownership of the follow-up.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send the guide 'right after this call,' setting a specific and realistic next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration, confusion, or effort; tone remained procedural and detached.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s confused state or slow pace; communication remained rigid and technical.
X3 Not Met Overall experience conf 90%
Customer had to repeat information (e.g., name, email), and agent did not guide them to immediate self-service (e.g., checking router label) before suggesting reset or paid help.
Call Transcript13 turns · 14 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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please select from the following options: For in-warranty products, our support team is available to help with performance and hardware. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on your issue.
00:00
Speaker 1
Uh, yes. Uh, I need to help with the what do I need a help with my network name and my Wi-Fi password? I'm working on it. He's working on it. We're trying to get it. We're hooking up with those phones, government phones where I can read it. serial number three zero three zero N in one. One. It's really hard to see. Is there a light? behind you I call it blind. I mean
01:00
Speaker 2
Okay, can I have the model and serial number here, of your router, please. Mm-hmm. Yes, [silence] okay, [silence] got it. [silence] may [silence] I just need to check on the exact [silence] okay? [silence] just give me [silence] few [silence] moment.
01:00
Speaker 1
We need the model number or is it gonna be a network name and the Wi fi password? I see the Wi Fi password but the Wi Fi name is not showing up on your phone. the Wi fi name isn't showing up on my phone but we got the password I guess,
03:00
Speaker 2
okay, you need the username and password server right? not the Wi-Fi name and password. Oh network the Wi-Fi password okay, underneath the diverser there is a Wi-Fi name and password, can you check if you can? Yes, gold. whiskey. whiskey with friendship, please?
03:00
Speaker 1
Number For The. My son. I don't know what she's saying. I don't understand this jargon. you need to talk to her. I don't know what to say. The wifi name. Does she need the wifi name? You need the wifi name? Yep. Yep.
04:00
Speaker 2
I see. If that, if that's the case, sir, you might just ask who set this one up the first time. because someone might have created a WiFi name. Okay, cuz this router, sir, this needs to be set up for it to work. So that means that if you will set it up, you also need to create a WiFi name. No, sir. I was asking, you, you mentioned that your son great, uh, set up this device, right? This router? Yeah, that, Yes, sir. This router needs a WiFi name for it to be set up or configured. That means that he might already created a new WiFi name for this.
04:00
Speaker 1
Yes. And they don't have a record of it. You don't have a record of it? Can we help us with that? Can you help us with that? Yes. That would have been helpful.
05:00
Speaker 2
and a password. Unfortunately, sir, we don't have any visibility with your router, but if you really want to have to have it working so or have your own Wi-Fi name and password, the only thing that you can do for this is reset and create another network. I can actually do that for you, sir, but then it shows here that your router is already out of warranty and for out of warranty devices, sir, we no longer provide free assistance, but I can offer you a paid service, sir, which is $15 for an hour of troubleshooting. Or I can send you the guide, sir, on how you can do the reset and reconfigure that you can follow.
05:00
Speaker 1
It's up to you. If you want to spend the $15, I personally, I would go get a Spectrum router. then have the equipment be, the similar, you know. Okay. All right. Well, we'll try again later. Try what? The what? User guy? Yeah, you can send me that. Okay. You know who I am. John Bush be, B-U-S-H-B-Y.
06:00
Speaker 2
Okay, if you want, sir, I can send you the guide, sir. Uh, you might want to try that one. The guide, sir. The user guide. Yeah. You, sir. Okay, yes, sir. I'll send it to you right after this call, sir. Um, no, sir. That's my, my next question. Uh, may I have your first and first name and last name? Okay, and your
06:00
Speaker 1
My address. John Bushpee 1948@ gmail. Com. Correct. Okay, thank you. Bye now. Okay, bye.
07:00
Speaker 2
Can your email address, sir? Uh-huh, email address. Okay, and your phone number, sir? Can you confirm? Is it 614-406-3672? Okay. Yes, sir. I'll send it to you right after this call, sir. You're welcome, sir. Have a good day, stay safe.
07:00