V2 Rubric Detail — b89a4eb0-81f7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 15:53
Duration
11m 42s
Contact
973-464-2711
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137654
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall62.1% (+6.1)

V2 Grader Summary

The agent correctly diagnosed the password confusion and provided technically accurate guidance using the app’s built-in reset function, but failed to verify resolution completion or adapt communication despite customer requests. While ownership and technical accuracy were strong, communication gaps and lack of confirmation led to a Partial Resolution outcome.

V1 Case Analysis

Customer unable to log into Linksys app using router password; confused between router and Wi‑Fi passwords. Agent instructed to use 'Forgot password' to reset router admin password and verify Wi‑Fi settings. No confirmation of successful login obtained.

Troubleshooting Steps
  • Explained that router admin password is separate from Wi‑Fi password and resetting it will not affect connected devices.
  • Guided customer to use the 'Forgot/Reset password' option in the app to create a new router password.
  • Advised customer to verify Wi‑Fi SSID and password via the app’s Wi‑Fi Settings menu after reset.
Key Observations
  • Agent misidentified the model number as W7W03 instead of WHW03.
  • Agent did not verify that the password reset successfully resolved the login issue.
  • Customer explicitly requested slower communication due to difficulty understanding agent's pace/accent.
  • Agent correctly distinguished between router admin password and Wi‑Fi password per KB guidance.
  • Ticket number 137654 provided for future reference.
Positive Highlights
  • Correctly explained that router admin password is separate from Wi‑Fi password and resetting it will not affect connected devices.
  • Provided accurate guidance to use the 'Forgot/Reset password' option to recover router admin access.
  • Directed customer to verify Wi‑Fi settings via app menu, a valid post-reset step.
  • Supplied a ticket number (137654) for reference, supporting case management.
Agent Errors / Gaps
  • Incorrect model number identification (stated W7W03 instead of WHW03).
  • Failure to confirm successful password reset and login before ending the call.
  • Poor communication pacing — spoke too quickly, leading to customer confusion and explicit requests for slower speech.
  • Did not collect or confirm serial number despite initial request and customer provision.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirmed they were inside the app and understood the password difference, but agent did not verify successful login with the new password or confirm resolution was complete.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed customer to use the 'forgot password' link but did not walk through reset steps (e.g., email receipt, new password creation), leaving critical steps to customer self-completion.
R3 Met Correct resolution path conf 95%
Agent correctly pursued password reset path appropriate for the configuration/access issue, without escalation or dismissal, even though ticket data confirmed out-of-warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 100%
Agent identified the symptom (cannot log in with router password) and explained the root cause (router password ≠ Wi‑Fi password), consistent with KB guidance.
T2 Met Appropriate tools / resources used conf 100%
No tools were required for an app-based password reset; agent appropriately relied on the built-in 'forgot password' function without unnecessary tool use.
T3 Met No misinformation conf 100%
Agent accurately stated that resetting the router password would not affect the Wi‑Fi password, consistent with universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control and moved the interaction forward, but exhibited long silences, rapid speech, and abrupt transitions, especially after customer requested slower communication.
C2 Not Met Confirmed understanding conf 90%
Customer explicitly requested slower speech due to accent/difficulty understanding; agent continued at same pace without rephrasing, confirming comprehension, or adjusting communication style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end without transferring, stayed with customer until apparent resolution, and provided a ticket number for follow-up.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (use 'forgot password') but did not specify timeline, ownership, or confirm full login success before closing the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff requirements; ticket data confirms no prior tickets for this contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved within L1 scope without complexity, hardware fault, or management request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent failed to acknowledge customer's frustration over communication difficulties, express empathy, or apologize despite clear cues of struggle.
X2 Not Met Tone & rapport conf 90%
Agent continued speaking quickly and did not adapt tone, pace, or terminology after customer explicitly requested slower, clearer speech.
X3 Partially Met Overall experience conf 80%
Agent avoided re-asking for model/email details but placed full burden of password reset execution on customer without streamlining steps or reducing effort.
Call Transcript17 turns · 19 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Regina, can I help you today? Yes, I'm [fine]. Yes, ma'am. And what is your issue regarding of your Linksys router?
00:00
Speaker 1
[silence] I just went to uh, to connect to my application and it doesn't allow me to enter. Sorry? Yes, I. Yes, ma'am. Um, this is the first time in many years. Yes. Madeline Cordero is my first name. Yes. Yeah. Yes. P-D-E-R-O. [DOWNWEIGHT] speaking] sp Higher School Oy Oscar. Oscar. speak tenere Robert Delta Echo Robert Oscar. sp Oscar. speak Y sp nine seven three four six four two seven sp [silence] one one. speak speak Um... I think uh the email that's on file is uh f r a g m e n e t i d at yahoo. speak [silence]
01:00
Speaker 2
[KEEP_UNCERTAIN] Charlie, O for an Oscar, R for Robert, correct? COR then another C for Charlie, E for Edward. Robert, Robert. What is the last letter? Oscar. Cordero. And your callback number? How about your email? My email is verified using Panatix, madeline.lindley@hotmail.com.
02:00
Speaker 1
Know? No. the name Frank Robert, uh, a of something. It's the letter G for goat, or Gary. I don't know the official word for it. One second, yeah. I'm sure you can't hear me correctly 'cause I'm on these earbuds that are not allowing me to, um, not allowing you to hear me correctly. So let me take those on the back.
03:00
Speaker 2
F for Frank, R for Robert, G for George, correct. And then the next letter after A. Then Michael, Alfa November, PH India Delta Yahoo dot com.
03:00
Speaker 1
okay, I don't know if this is any better, but I'll just hold it to my mouth. The email is, I'm sorry, go ahead. Yes. F R A G M E N T I D. frgmentid@yahoo.com I have um one and then three three nodes or two nodes. Total, yes. Yes. Yes.
04:00
Speaker 2
Okay, go ahead. How many links or do you have? One, three links is notes in total. Can you please provide us real number of the parent node or the main router[silence]
04:00
Speaker 1
1-10 Charlie, 6978 zero-943, they're all horizon, W-H-W-0-0-3, yes, like a light blue, teal, it appears to be connected, not the issue that I'm having.
05:00
Speaker 2
And who is your? internet service provider? I'm sorry about that. Okay, so the model number for your Linksys device is W7W03. Okay, what are the light indicator of your Linksys devices, model line?[silence] Could you provide me with a picture of your Linksys device?
05:00
Speaker 1
Yes. Yeah. Yeah. That's that's what I'm having that's what I'm having trouble with. Um Yes. Yes. I've done um, I have logged out. Well, I have closed the the application. I closed out the the application. I'm going to click it again so I can open it. I have one question before we proceed. Uh, when you open up the application, it gives you an option for email and it gives you an option for the router password. Uh, Yes. Okay. I have the I have I am
06:00
Speaker 2
[silence] Okay. Now can you please try to log out? [silence] So let me just assist your guide you on how to log in on the links' app. [silence] You can also use your router password to log in [silence] with a dashboard. Okay. I tried to log out. Let's try to start again. Mhm. Yes. Router password. Select router password.
06:00
Speaker 1
on there but I'm trying to enter my router password and it does not allow me to to enter it. I'm sorry. Can you this I cannot hear you. Um, please say that again. Now that's I did that for my email password. Is the email password that you sign in with different from your router password? Okay. or the email in the email section? And this is not going to change is it? Will this change the password for all of my devices that are connected? [silence] Right?
07:00
Speaker 2
So it might be you forgot it because it's actually different from your Wi-Fi password. So just click reset forgot password to create a new one. and don't worry for that one because it won't affect your Wi-Fi's. Click forgot or reset password to create a new one. Yes, actually different. Just click forgot reset and create a new one. No, your router password. You're currently on the router password. And it asks what I mean.
07:00
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] okay, that's what I did not hear. You're speaking quickly and you have an accent I can, different from mine and I can not understand you when you're speaking quickly. [silence] So be patient with me. Okay. Okay. Yes. Yes.
08:00
Speaker 2
It's actually different from your Wi-Fi password. It won't affect. Cool, so just proceed to create a new router password and make sure to follow the requirements. Yep, bud. It's better to guide you while we are in the call so that we can proceed to log in. Click forgot or reset on the bottom of the page.
08:00
Speaker 1
I did, yes, I am inside the application. Now the Wi-Fi password is the same password. So that's what I have found to be confusing because I was using the router password for the for the for the application. So thank you for the clarification. [silence] that's that what I what I found out there is good.
10:00
Speaker 2
So did you change your router password? [silence] No, but. Uh, yeah, since you're already on the dashboard, you can click the menu icon. [silence] The three lines. Then go to Wi-Fi settings to verify your Wi-Fi name and Wi-Fi password for you to connect your devices. So, is there anything else that I can help you with? Okay. So, just feel free to call this back, Magdalene, if you need more assistance. So, just use this ticket number 137654. Exactly. So, thank you so much for your time and have a great day. Take care.
10:00