V2 Rubric Detail — b2be1b38-665f-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 13:07
Duration
14m 56s
Contact
Abdul Rehman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133231
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SINGLE DEVICE CANNOT CONNECT.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to diagnose or resolve the Wi-Fi password issue, offered no troubleshooting or recovery steps, and did not escalate. Despite the SPNM60 supporting non-destructive password reset via Recovery Key, the agent provided no technical guidance, resulting in a completely unresolved case with poor communication and ownership.

V1 Case Analysis

Customer unable to connect devices after changing Wi-Fi password on SPNM60; agent collected serial/model but did not guide to admin interface for password recovery.

Troubleshooting Steps
  • Collected customer name, phone, and email
  • Identified product model as SPNM60
  • Collected serial number
  • Asked about other devices’ connectivity
  • Suggested checking Wi-Fi password on iPhone
Key Observations
  • Agent did not provide the correct URL (http://myrouter.info) for SPNM60 password recovery, despite it being explicitly documented in the KB.
  • Agent mentioned accessing the web interface at [14:00] but did not follow through with instructions, leaving the customer without a path forward.
  • Long silences and poor call control contributed to inefficiency and lack of progress.
  • No attempt was made to verify whether the customer could access the admin interface or knew the admin password, which is critical for password recovery.
Positive Highlights
  • Collected and confirmed the device serial number (72E10M29F08574).
  • Identified the correct product model (SPNM60).
  • Confirmed ISP as Community Fibre, which is relevant for SPNM series context.
Agent Errors / Gaps
  • Failed to provide the correct URL (http://myrouter.info) for SPNM60 password recovery, directly contradicting the KB.
  • Did not guide the customer to the admin interface despite mentioning it, leaving the issue unresolved.
  • Poor call control: excessive silence, lack of clear next steps, and failure to structure the conversation.
  • Did not clarify the difference between Wi-Fi password and router admin password, which could have helped the customer access the admin interface.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states 'my Wi-Fi password isn't working' and 'you're not helping me'; agent provides no resolution, recovery method, or workaround.
R2 Not Met Diagnostic thoroughness conf 97%
Agent collects serial and model number but performs no diagnostic steps (e.g., checking admin login, Recovery Key, or local access) to resolve the password issue.
R3 Not Met Correct resolution path conf 96%
No resolution path is selected — agent does not offer Recovery Key reset, factory reset, or remote access, despite SPNM60 supporting non-destructive recovery.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent fails to identify the core symptom (Wi-Fi password rejection) or ask relevant questions (e.g., whether admin login works, if Recovery Key was tried).
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., local web interface at myrouter.info, Recovery Key procedure) are used or suggested, despite being essential for SPNM60 password recovery.
T3 Not Met No misinformation conf 96%
Agent provides no technical information — no mention of default passwords, Recovery Key, or login URLs, leaving customer without factual guidance.
Communication
C1 Not Met Clear & professional language conf 97%
Agent loses control — long silences, abrupt 'Hello. Are you still there?', and no clear agenda or transition after data collection.
C2 Not Met Confirmed understanding conf 96%
Agent uses rigid, scripted questions ('Can you please provide the serial number?') without adapting to customer confusion or checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent collects data but never takes ownership of resolving the issue; no commitment to solve or escalate is made.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan is provided; interaction ends without direction for the customer.
O3 Not Applicable Closure confirmation conf 99%
No prior case history is referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent fails to escalate despite being unable to resolve the issue and showing no progress — a warranted escalation was not initiated.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was executed, and no attempt was made to transfer the case despite unresolved technical issue.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Only a generic apology ('I do really apologize for the inconveniencer') is offered; no empathy for frustration or repeated effort is expressed.
X2 Not Met Tone & rapport conf 96%
Agent continues scripted data gathering despite customer's confusion and disengagement ('you're not helping me').
X3 Not Met Overall experience conf 97%
Customer repeats model and serial number; agent forces manual input instead of guiding to label or offering efficient solutions.
Call Transcript15 turns · 20 lines
Speaker 2
Welcome to Lynxis Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
[silence]
03:00
Speaker 2
Hi, thank you for calling Linksys. This is praise, Suji. Now, how can I help you today.
03:00
Speaker 1
They said that you can change a password, you know, later on. I did change the password and the password, new password on the router, for the router and for Wi-Fi. And it's been set up, new password, but that new password isn't working actually now. So, I can't do it on my TV, I can't do it on my laptop. Should I give you my postcode? Yeah. Device is working. Yeah, for the devices itself, Wi-Fi connections. Like I have to scan the code. Code scanning is fine, but I can't manually input the password. On TV, I can't do it, scan here. So I'll print the password, I can't do it here. [ Silence ] Yes. First name is Abdul, A-B-D-U-L. Last name is R-H-M, Rahman. [ Silence ] You
04:00
Speaker 2
But how about your other devices? Are they successfully connected? Go ahead. But is this your first time calling us for support, sir? May I know your first name and last name? Can you spell it for me?
04:00
Speaker 1
R E H [silence] no, no, no. [silence] okay, R for Romeo, E for Echo, H for Hotel, M for Mother, A for Apple. [silence] can I give you a postcode, maybe easier for you. Yeah. [silence] Yeah, [silence] that's right here. [silence] okay, is it [silence] [silence] 078 07868753 [silence] Abdul one.ayman@hotmail.com. [silence] R E H M N [silence] R E H M N.
05:00
Speaker 2
So, R-e for Edward, H, M for Michael, A for Alpha, N for November. Roman. [silence] Yeah, it's okay. [silence] Riemann, right? R-E-H-M-A-N. And your callback number? [silence] And your email? [silence] So, A-B-D-U-L number one R-A-H? Go ahead. [silence] up yo.com. And how many links is router do your uh, I'll be I mean alerts. Yeah. Can you please provide the serial number? Hello. Yeah, it's okay. Can you please provide the serial number at your links that's browser labeled on the bottom of the router? [silence] Yes, I'm still here. Go ahead. Yeah, it's just you men. [silence]
05:00
Speaker 1
Hello. I'll give you seal number now, yeah? 72 ECHO, 1 0 m m for mother, 29 F for Freddy, 0 8 5 7 4. Yeah, this is correct.
08:00
Speaker 2
Yeah, I do really apologize for the inconveniencer, but let me just check or figure out which really going on in my end, okay? So just please give me one to two minutes please. Okay, provide. Okay. 7 2 E for Edward. 1 0 M for Michael. 2 9 F for Freddy. 0 8 5 7 4. And what is the model number of your Linksys?
08:00
Speaker 1
I don't remember the model number. Trust me, I don't know my return number. Check on the bottom. Trust me, it's not there. I can't Oh yeah, I I I'm sorry product. No, no SP. Okay, SP NN 60. Yeah. Hmm? [silence]
09:00
Speaker 2
Yeah, SP & M it is also labeled on the bottom of the device checked checked on the bottom serialized number yes SPNM. Okay, so let me just confirm. You mentioned earlier that your internet service provider is community fiber. Okay. What is the light indicator of the router?What is the light? Okay. but working fine. How about your other devices though? So just your phone. Is your phone connected to your linksys network? Or do you have an iPhone? yeah because you can actually check your Wi-Fi password on your iPhone. so it is visible if you've forgotten it. [silence]
09:00
Speaker 1
[silence] the sore memories out. [silence] and questions in now. [silence] [silence] and by many ways I can't say. [silence] I'm still figuring this out but you're not helping me. Yeah, it's all connected just just my Wi-Fi password isn't working.
11:00
Speaker 2
Hello. Are you still there? Yeah, but kindly check, sir. Kindly check if your other devices are connected to your linksys network. Okay. Do you have a laptop or a computer? [silence] [silence]
13:00
Speaker 1
I know my Wi-Fi password. Hmm. So, that has a salt. I'm not sure. Hold on. Hold on. Hmm.
14:00
Speaker 2
Okay. Can we grab a computer or a laptop and make sure it is connected to the Linksys network? So we can access the web interface of the router to check your Wi-Fi password. Yeah, but what are the devices that won't connect to the network? [noise]
14:00