V2 Rubric Detail — b63cf60e-6f55-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:48
Duration
9m 27s
Contact
Vu Vee
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall72.6% (+2.6)

V2 Grader Summary

The customer confirmed resolution after reconnecting their phone to the Linksys Wi-Fi network and verifying router status. The agent correctly diagnosed the core issue and provided accurate technical guidance, though communication lacked empathy and adaptation. No escalation was needed as the issue was resolved in-call.

V1 Case Analysis

Customer unable to access router after Wi‑Fi password change; advised to connect phone to Linksys Wi‑Fi and log in via local web UI; issue resolved.

Troubleshooting Steps
  • Confirmed router LED was solid white.
  • Asked customer to connect iPhone to the Linksys Wi‑Fi network.
  • Directed customer to open a web browser and access the router’s local IP (192.168.1.1 / myrouter.local).
Key Observations
  • Agent did not collect product model, serial number, or verify warranty status.
  • Agent made an unverified statement that the device was out of warranty.
  • Issue was resolved after minimal guidance; the customer confirmed functionality.
Positive Highlights
  • Correctly identified that the phone must be connected to the Linksys Wi‑Fi before accessing the router UI.
  • Accurately explained the meaning of a solid white LED.
  • Customer confirmed the problem was resolved.
Agent Errors / Gaps
  • Failed to ask for or verify product model/serial number.
  • Provided an inaccurate warranty status assumption.
  • Limited troubleshooting; did not suggest a factory reset or other standard recovery steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states: 'It's working now. Yeah, it's working now. Thank you very much. Everything is fine now.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the phone needed to be on Linksys Wi-Fi and asked about router LED, but did not guide through full recovery steps like factory reset or password recovery despite customer confusion.
R3 Met Correct resolution path conf 95%
Agent acknowledged the device was out-of-warranty but continued troubleshooting instead of dismissing the customer, aligning with best-effort OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent correctly diagnosed that the app access failure was due to the phone not being connected to the router's Wi-Fi network and verified router status via LED indication.
T2 Met Appropriate tools / resources used conf 94%
Issue was resolvable through verbal guidance alone; agent used appropriate diagnostic steps (Wi-Fi connection check, LED status) without over-relying on tools.
T3 Met No misinformation conf 96%
Agent accurately stated that solid white LED indicates internet connectivity and that local browser access (192.168.1.1 or myrouter.local) is required when app login fails.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but failed to set clear expectations at start; multiple pauses and repetitions disrupted flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt to customer’s fragmented speech or confirm understanding after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction from start to finish, did not transfer, and remained engaged until customer confirmed resolution.
O2 Partially Met Proactive follow-through conf 84%
Agent gave immediate actions (connect to Wi-Fi, check LED) but did not summarize next steps or provide a timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted as issue was resolved during the call.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated attempts, or expressed empathy; tone remained neutral and transactional throughout.
X2 Not Met Tone & rapport conf 92%
Agent repeated questions without adjusting pace or tone to customer’s confusion; failed to match customer’s communication style or check comprehension.
X3 Partially Met Overall experience conf 86%
Agent avoided transfer and kept steps minimal, but required customer to repeat status updates and did not streamline guidance (e.g., no direct reset instructions).
Call Transcript15 turns · 17 lines
Speaker 2
you will manufacture the product please contact manufacturer for hardware support issues press 3. [silence] what can i help you with today? please say your entire phone number with as pause after each digit. [silence] well read any fundamental data in full color right fromWrong NC. [silence] Traditional data center. [silence] That's better: for telling apart. [silence] Visit Lanxium. [silence] Labels are available primary criticisms less downtime. Opler collectors. [silence] Elums reimagine themselves. I will be埃Was Energy and Shorter. [silence] Made in Finland. [silence] Made for speed. [silence] I will be [laughter] in the other side Effects Premium Design low latency. Transmitting many gins by counts sensors per 1/" [silence] Pack to three Product Add to hand. Go more hybrid superficial crucial modes. [silence] I press eight. Please select from the following options. Sorry. That's not an available option. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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 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 the issue. Thank you for calling Nexus. This is Mary. How can I help you?
00:00
Speaker 1
Yes? Okay. Oh, I have the Linxick WiFi, but I reset the pass, worked, no, I changed the pass work and they tell me we should reset it, and I reset it again and they, I cannot go back, can you help me to do that? The browser. Ah, the browser. Yeah. I already did, but I already have it, but when I link in there, they don't let me go, they say they cannot find it.
02:00
Speaker 2
Hello. Can you hear me? I think your phone is [unintelligible] Oh, there. Go.
02:00
Speaker 1
Yes. I have the iPhone. I already have that app too. Yes. Yes, yes. Okay, hold on. Give me one second. Yes.
03:00
Speaker 2
Okay, so that only means you need to log in instead to your router settings locally, not using the app, but using a browser. Do you have a computer or a uh an iPad? iPhone only? And that iPhone is already connected to your Linksys Wi-Fi? Okay, try to log in back to that dashboard. I mean, go back to that dashboard where it asks for router password. Can you go back to that page?
03:00
Speaker 1
Beginning they tell me take out the uh uh turn off everything and I turn back on and they tell I turn back on and they tell me put the the Call near the link um um and they can find it. The app they say they can find the router. Yes. Yes. Yes. Yes. And the Wi-Fi is not working them. Yeah. Uh before that online but when I change the password on my phone and uh they say uh [silence]
04:00
Speaker 2
that error message will appear if the phone itself is not connected to Linksys Wi-Fi. So your own Linksys. So your phone is not connected to the Linksys Wi-Fi. You you need to connect it first. You need to connect it first through the Linksys Wi-Fi. Your router, is it online?
04:00
Speaker 1
I need to start over, reset it, and then follow them, and right now they say they cannot see it. Yes. OK, hold on. Yeah. Yes. No, the my... everything, the system, the internet, everything is shut down now. [silence]
05:00
Speaker 2
um what i mean is the wifi name like the router itself can you go online to it can you connect it to the wifi not the app by the way i'm referring to the internet connection it's working um your router is solid white okay so that's fine so it's that phone of yours is it connected to link system wifi okay um you said that the the wifi the internet is is working what's the light status of your router by the way is it solid white
05:00
Speaker 1
oh yeah why? yeah yeah go to setting and go the Wi-Fi ok hold on No they don't let me get in ok hold on hold on
06:00
Speaker 2
Solid white, the light indicator? Okay, solid white means that the internet is working go to the settings of your phone and go to Wi-Fi. Settings and then Wi-Fi. Yes. And tell me what's the Wi-Fi name you're connected to? What's the Wi-Fi? Hello?
06:00
Speaker 1
[silence]Okay, right now the phone is the the the Wi-Fi, it worked now, but my app, I cannot open it. [silence]The Wi-Fi, it worked now. [silence]Yeah. [silence]Okay, open the app. [silence]I turn. [silence]Okay, hold on. [silence]When I turn on the app, [silence]and they tell me to lock out the router, [silence]everything, [silence]and the
07:00
Speaker 2
mhm. Yes. As per the, open the app and tell me what's it is. The message. By the way, I'm just helping you right now when I check it here. Your device is already out of warranty. If this is accurate, you bought it year 202 for, is this one correct? Okay. Okay. You're doing the set up, not really the login part. You're doing the setup, um, not really the login part. The setup has to be done. Okay.
07:00
Speaker 1
It's working now. Yeah, it's working now. Thank you very much. Everything is fine now. Okay. Thank you. Have a good one. Thank you. Bye.
09:00
Speaker 2
hello? okay okay all right then. you too. buh bye. [silence]
09:00