V2 Rubric Detail — b2417b28-7659-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 21:05
Duration
8m 10s
Contact
Tammy Owen
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135706
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: forgot Wi-Fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.4% (+13.4)

V2 Grader Summary

The agent provided technically accurate and appropriate self-service steps for recovering a forgotten Wi-Fi password, correctly handling an out-of-warranty case with ownership and clear next steps. However, communication issues — including misnaming, unaddressed silences, and lack of empathy — prevented full engagement and confirmation of resolution, resulting in a partial resolution outcome.

V1 Case Analysis

Customer called for help retrieving Wi-Fi password for mom's Linksys router (serial 29V11M25B9004104747). Agent advised checking connected devices, router label, and accessing 192.168.1.1. No confirmation of password retrieval or model-specific guidance was provided.

Troubleshooting Steps
  • Advised checking connected devices for saved Wi-Fi password
  • Suggested locating default Wi-Fi password on router label
  • Instructed to access router admin page via 192.168.1.1
Key Observations
  • Agent misnamed the customer as 'Tommy' multiple times despite introduction as Tammy.
  • Agent incorrectly implied no free assistance could be provided due to warranty status, which contradicts policy for basic troubleshooting like password recovery.
  • Agent provided technically incorrect advice by not confirming the router model before recommending 192.168.1.1 — this URL does not work on SPNM/LN series routers (per KB: universal_password_login.md and linksys_now_login_admin.md).
  • Agent failed to verify whether the default password on the label was still valid — many users change it during setup, and on some models (e.g., SPNM), the default admin password is the Wi-Fi password, not a separate field.
  • Agent ended the call without confirming whether the customer successfully accessed the router or retrieved the password.
Positive Highlights
  • Collected serial number, customer name, and email correctly.
  • Provided correct suggestion to check saved Wi-Fi credentials on connected devices.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrect warranty handling: Stated 'I could not provide you free technical assistance' due to warranty status, which is contradicted by KB guidance allowing basic troubleshooting like password recovery for out-of-warranty customers.
  • Technical inaccuracy: Recommended 192.168.1.1 without confirming router model, risking failure on SPNM/LN series routers (which require myrouter.info).
  • Incomplete guidance: Did not clarify that the default password on the label may not work if changed, or that some models use the Wi-Fi password as the admin password.
  • Failed to confirm resolution: Did not verify whether the customer could access the router admin page or retrieve the password before ending the call.
  • Misnamed the customer multiple times, indicating poor attention to detail.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided steps to recover Wi-Fi password (check connected device, router label, access 192.168.1.1) but did not confirm resolution or verify success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for serial number and email, identified OOW status, and offered self-service recovery paths (device settings, label, local login), but did not confirm connectivity or guide login attempt.
R3 Met Correct resolution path conf 97%
Agent correctly identified out-of-warranty status and provided appropriate best-effort troubleshooting (checking saved passwords, label, local access) rather than refusing help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (forgotten Wi-Fi password) and suggested logical recovery methods, but did not ask targeted questions about router model, current connection status, or prior login attempts.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote session, logs) were needed; agent relied on standard knowledge (device settings, label, 192.168.1.1) appropriate for the issue.
T3 Met No misinformation conf 98%
All technical advice (check connected device for password, inspect router label, use 192.168.1.1) aligns with universal_password_login.md and general Linksys guidance.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected info, but struggled with name confusion, repeated silences, and failed to summarize or close clearly.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but misnamed customer ('Tommy'), did not confirm understanding, and failed to adjust after repeated silences and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and attempted resolution without deflecting responsibility.
O2 Met Proactive follow-through conf 94%
Agent gave specific next steps: check connected device, look at router label, try accessing 192.168.1.1 — all actionable and clear.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was basic password recovery within agent scope.
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 90%
Agent did not express empathy or acknowledge frustration, but remained polite and professional throughout despite customer confusion.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a consistent pace and tone, but failed to notice or respond to customer disengagement (repeated silences, name confusion), missing opportunities to re-engage.
X3 Partially Met Overall experience conf 90%
Agent avoided re-asking known info and gave direct steps, but required customer to perform all actions without offering further assistance or simplifying process.
Call Transcript12 turns · 15 lines
Speaker 1
yeah, I, uh, need some help getting a, uh, a password. I just got to my mom's house and she got a new telephone and she doesn't know the password to her router.
00:00
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, the paid support option may be available depending on the issue. [silence] Thank you for calling LINKsys. This is Icyce. How can I help you?
00:00
Speaker 1
[DOWNWEIGHT] Yes. It's two nine the has in violin. One one M two five B as in boy, 0 4 7 4 7. Yes.
01:00
Speaker 2
about that, may I have the serial number of your Linxt router? [silence] I'll say it again. The serial number is 29V 11M 25B 9004104747. Is that right? [silence] So, your router is working fine. Your mom just forgot the Wi-Fi password. Okay. Let me see here.
01:00
Speaker 1
Uh-hum. Tammy-Owen. Yes. Yes. Um-mine or my mom's? You want the one You want the one on the account? Yeah, okay. Mine is T. Bailey, B-A-I-L-E-Y- O-W-W-E-N-62@gmail.com. [silence] Thank you.
02:00
Speaker 2
All right. I'll create for the record. The record for you, ma'am. May I have your name? Ah, Tammy. T-A-M-Y-N. O-N-N-T. Ow-N-E-N. Tammy Owen. All right, Tammy. Uh, how about your email address? Uh, it's better if it's yours. Uh, if I send an email, you can check it. All right. So we have Tammy Owen. Tammy1972@gmail.com.
02:00
Speaker 1
to T as in T, T as in Tom. yeah. Yes. I'm not sure it's T, B as in boy, A as an apple, I as in indigo, L as in lima, E as in elephant, Y, Owen. 8, 2 at gmail. [silence] Yes. It happens. Correct that's correct. Which spectrum? Okay Okay
03:00
Speaker 2
So B-A-I-Y Bailey, T Bailey O09962@aol.com. All right, thank you, Tommy. And your internet service provider is? All right, Tommy, I'd like to update you first on your Linksys router warranty status. It seems that this router is already out of warranty. Its warranty expiration was last [REDACTED_PAYMENT_DIGITS] So I could not provide you free technical assistance, but with regards to your Wi-Fi password, I think that's easy because
04:00
Speaker 1
I can't view it though. I can't see it. No, it's not letting no, she's got it's on her iPad, but it's not, it's not viewable.
05:00
Speaker 2
So your other devices are connected to your Wi-Fi, so you can just check those devices, go to the Wi-Fi setting. And you can see the Wi-Fi password there, because usually devices that are connected already to your Wi-Fi save the password that's being the Wi-Fi. You can view them. Now, the other thing is to check on your router's product label sticker. If your mom didn't change the Wi-Fi password and the Wi-Fi name, if she didn't customize your Wi-Fi name and Wi-Fi password, it should be the default Wi-Fi password on the router's product [silence]
05:00
Speaker 1
Okay. Okay. [ silence ] Which is [ silence ]. So you're going to say that again? Yeah. And what is that? [silence] okay? So where do we? Yeah, where do I put 192. 168.1.1? Where do I where? Yep. Yep. Yep. Yep. Okay. Okay. All right. I'll try. [silence] Okay.
06:00
Speaker 2
So if the router's Wi-Fi password on the bottom of it doesn't work, then you can't access the site of your router's interface. All right? Uhm, you just open. You just open on your phone, you open a web browser, say google.com. and on top of the google.com, the address bar where you type in the www.google.com, instead of typing the the site www.google.com, you just type the 192.168 and then hit enter, and then from there, you can access your router settings or page. Okay? All right, so that is all. [silence] Yeah, you're welcome. Thank you for calling Linksys again, Tommy. Take care, have a great day. Bye.
07:00