V2 Rubric Detail — b9d06aa2-690c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 22:51
Duration
18m 51s
Contact
Gina Daniels
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133516
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Incorrect password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to proceed without serial/model number despite availability of alternative resolution paths (e.g., recovery key, local login), and pushed paid support as first response instead of providing best-effort troubleshooting, constituting evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue or provide meaningful troubleshooting, instead insisting on a serial number and immediately proposing a $15 paid-support fee. Despite the availability of self-service paths like recovery key or admin login, the agent offered no guidance, violated OOW best-effort standards, and demonstrated avoidance behavior. The call ended unresolved with no next steps or ownership.

V1 Case Analysis

Customer unable to connect to Wi-Fi; password rejected. Agent obtained model ZC002 but did not guide through password-reset steps, pushed paid support, and customer declined.

Troubleshooting Steps
  • Asked for router model and serial number (model ZC002 provided)
  • Confirmed solid blue LED on router
  • Offered $15 paid-support session
Key Observations
  • Agent obtained model number ZC002 but did not confirm or use it for model-specific guidance
  • No standard password-reset workflow attempted (recovery key, factory reset) despite being free options per KB
  • Paid support pushed prematurely without exhausting free troubleshooting options
  • Poor call control with long silences and interruptions
Positive Highlights
  • Polite greeting and identification of caller's name/email
  • Correctly asked about router LED status and confirmed solid blue light
  • Correctly questioned whether customer tried password printed on router label
Agent Errors / Gaps
  • Failed to confirm or utilize model number ZC002 for model-specific troubleshooting
  • Did not follow standard password-reset workflow (recovery key or factory reset) as outlined in KB
  • Inappropriately pushed paid support before attempting free troubleshooting
  • Poor call control - long silences, interruptions, and lack of empathy

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with the customer saying 'I will call you back... thank you. Bye.' — no password reset or Wi-Fi access was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provided no troubleshooting steps (e.g., accessing admin page, checking connected devices, using recovery key) and only demanded serial/model numbers before pushing paid support.
R3 Not Met Correct resolution path conf 96%
Agent declared device out-of-warranty and immediately quoted $15 fee without attempting best-effort troubleshooting (e.g., guiding to http://myrouter.info or recovery key), violating OOW support standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no diagnostic questions about current connected devices, admin access, or recovery options; only insisted on serial/model number without establishing root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not guide customer to local router login (e.g., myrouter.info), check admin settings, or use recovery key, despite these being viable paths.
T3 Partially Met No misinformation conf 91%
Agent correctly noted that a connected device could reveal Wi-Fi password, but incorrectly insisted serial number was required and failed to mention recovery key or admin reset options.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost call control with long silences, repeated 'just wait one second,' and failed to frame interaction or manage transitions effectively.
C2 Not Met Confirmed understanding conf 94%
Agent used vague language and did not adapt to customer’s confusion; failed to confirm understanding or simplify steps for non-tech-savvy user.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by pushing paid support instead of attempting resolution; no commitment to help within L1 scope was made.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given — only a $15 paid-support offer with no timeline, instructions, or self-help guidance provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent escalated to paid support without valid trigger; issue (Wi-Fi password recovery) is within L1 scope and resolvable via best-effort troubleshooting.
E2 Not Met Escalation prep & handoff conf 95%
No actual escalation executed — agent merely quoted a fee, did not transfer, and provided no handoff details or customer notification of escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy; responded with procedural statements despite customer expressing frustration and lack of tech confidence.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s emotional state; continued scripted prompts despite clear disengagement and confusion.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat information and received no actionable self-service path, increasing effort unnecessarily.
Call Transcript29 turns · 31 lines
Speaker 1
[ silence ] yeah, so I'm having trouble getting into my Wi-Fi for some reason.
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. [silence] 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. [silence] Thank you for calling. This is Gerard looking up.
00:00
Speaker 1
Um, and, is, uh, so I don't know if I might've forgotten my password, but, um, so should, should I give you a serial number? Where would that be? Uh, oh, at the bottom of the box? Oh, okay. the box. Okay, I got the box. And, is that, how many numbers would that be? Is it if I have two different numbers, which one?
01:00
Speaker 2
at the bottom part of the device give me the serial number and model number yeah I think for just look for serial number SN [silence]
01:00
Speaker 1
on the bottom of the box
02:00
Speaker 2
Yes, correct. Go to the router itself. And then we will see the model number and the serial number there.
02:00
Speaker 1
it's not on, let me turn this over and see. resolution, model, contact. I have no, I'm looking at it, and I don't see a serial number on it. What is my router? It, it is a linksy. Yeah. Yeah. Yes. I've already wrote down all the numbers on it. Um, now what did I do with it? Okay, so, that's weird.
03:00
Speaker 2
Well, and so your router, do you have a Linksys router? Yeah, do you have a Linksys router? Okay, so, on that device, can you take a look at the bottom part of that? Serial number is not just number. It consists of letters and numbers. Can you take a look at the bottom portion of that? [silence]
03:00
Speaker 1
So I've got, it's at Lincus, but I have underscore. For the name of it, it's underscore LNCUS, with a capital L. And then after LinkSys is capital S E T up. So set up, it's Linksys setup. C 98. And that's not coming on up for my, when I go to to the Wi-Fi. That is not coming up for Wi-Fi. And they said that you could do your own, which I did for Osh Celine. So, I had a password in there, but it's still not going in for that. So, I thought maybe it was something else. And then I decided to put in the password on the LinkSys, and it's that's not it either. [silence] Gosh, the model number. I'll tell you what the, um, hold on. I thought I saw it. Maybe I, maybe it's on the thing here. Hold on. Um, model number is, Z as in zebra, C as in cat, zero zero two. That's the what for you're telling me for the router?
04:00
Speaker 2
I still need the serial number and model number we cannot proceed without that. That doesn't sound like Alisa's router it doesn't sound like Alisa's.
05:00
Speaker 1
model number for the route okay I'm sorry. I gotta go back into the other room where it's at. Okay. Okay. Model number. Oh, you were talking about the serial number of my Wi-Fi, right? Were you talking about earlier about this? Oh, I thought it was for the actual digital picture frame. Okay, but I do have the serial number and I need to get my glasses because I can't see. Hold on. They're too little.
06:00
Speaker 2
The [ silence ] audiences pratter. Yeah, I'm asking for the links, especially the role number and model number. Yeah. [ silence ]
06:00
Speaker 1
[silence]
07:00
Speaker 2
[silence] Just it just just just just wait one second. [silence] yeah I got it, one second. is still still loading. What is your first name and last name so I can create a record for you?
08:00
Speaker 1
Nancy. Ha. And then last name is Daniels. That is D as in David, A-n-i-e-l S as in Sam. [silence] It is Danielsgina59@yahoo.com. Sorry, I'm just— [silence] Is my inter- You're talking about my wi-fi. [silence] Oh, my internet provider is um, MCTC.
09:00
Speaker 2
Sorry, there's too much background noise for me to make out the words clearly. Could you please speak up or ask the person to repeat? Thank you.
09:00
Speaker 1
the what it's blue right because it's telling me my password is not right and I yeah yeah I have but what it's not coming up see before when I had um
10:00
Speaker 2
okay. what's the light of the router right now? what is the light in front of the router? there's a light in front. what is it? so the internet is working the only problem is that you can't connect to the Wi-Fi. did you try using the the password at the bottom of the unit? there's a password there. did you try using that?
10:00
Speaker 1
when I set it up, I set it up under ferocious speed line, okay? And that was before I got the Linsey. That was on my last router and that one was not you know, it wasn't working anymore, so I had to buy a new one, but when I go to the Wi-Fi that's in the picture frame, it doesn't come up with the Linsey setup C98. That doesn't come up on there. What comes up is my ferocious, and I put I put the password in that I thought it was because that's the password I've had for a long time and so I knew it by heart and it it tells me that it's wrong.
11:00
Speaker 2
connected to the Wi-Fi right now or no device at all connected to Wi-Fi? [silence]
12:00
Speaker 1
Ten Quest, but not my sinky that I have here. The sinky, Um, it's has been about probably two years now. And it works for my TV. I don't have any problem with that. Yeah.
13:00
Speaker 2
you probably created a Wi-Fi name product or something else happened to the router, but we'll figure out what to do. Uh, can I ask you a question? Is this a brand new router or you've been using this one for how long now? Linksys, yes. How long have you been using that? I I understand. Since the device is out of warranty, um unfortunately, if we're going to assist you with this, you'll be charged $15 and that's non-refundable
13:00
Speaker 1
Hey, if it lets me get into this, that's fine. So, I, I, so when I look at available networks, the available network that I have is Ferocious Feline. But I can't, it won't take my password. I have a solid blue. I have a solid blue in my Wi-Fi. It says, yeah, it says the frame is trying to connect to Ferocious Feline and it says to please enter the password for the Wi-Fi.
14:00
Speaker 2
Oh, sorry, what did you say, sir? I was unable to hear that. [silence] That's probably your WiFi. If that's not your WiFi, then if it remains solid blue and no WiFi name showing up in your network list, it could be a hardware issue. Here, alright, so.
14:00
Speaker 1
Below. And when I enter my password, it tells me the password's wrong. So is there a way that I can reset my password? Reset the router. You said it was what? 15, 15?
15:00
Speaker 2
If there is a device that's still connected to Wi-Fi, phone, computer, or iPod, something like that, we can get the passwords. And since it's a mesh, we can get reset the password of this through admin page. However, if there's no device connected to it, not even single device then now we can't. The only way we can reset it is to actually reset to rather starting from scratch. Regarding this, I don't... Let me confirm. So, you want to continue the the support right? You're going to pay for the support, correct? $15, nonrefundable. It's only going to last one hour, whether problem fixed or not, that's still going to.
15:00
Speaker 1
Okay. Uh, let me, let me see if I can try to see if there's a way to, to change my password. Maybe that'll help. I don't know. Um, just it still tells me, let's see. I'm trying to And if it last only an hour, what's the difference? That means that I only have, I have an hour to be able to reset it, right? Okay. So, if if I give you the password, you can get it in there?
16:00
Speaker 2
15 dollars and up front or an hour of trouble shooting or figure out how we can get the password or retrieve the password so that's what we're going to do no we can't we don't have your password right here we don't have the
16:00
Speaker 1
Right. Okay. So I need somebody that I can understand better. Well, let me call my, I'll just call back and, and, um, talk to my, uh... Oh, I don't know what to do. So you would, but how would you, what would you do that would help me to get into it? You said you, you said you would have to reset up my router. Okay, but how can you reset up my router? router [ silence ] on my route. Well, you know what? Hmm. Let me, let me call, let me call my son first because I'm not, I am not app and phone savvy and everything else, so I'm not going to pay any money that I have no idea what the hell I'm doing. Okay? So I will call you back. Okay? But I appreciate you trying to help. Alright. Alright. Thank you. Bye. Bye.
17:00