V2 Rubric Detail — bd6c8e9c-60ed-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 14:49
Duration
6m 8s
Contact
Alston Williams
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132395
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall81.5% (+1.4)

V2 Grader Summary

The customer resolved the issue by correcting the case-sensitive Wi-Fi password, prompted by the agent’s accurate reminder about case sensitivity. The agent maintained ownership and provided technically correct information without overcomplicating the response. While communication lacked empathy and strong call control, the interaction was efficient and resulted in a successful outcome with minimal customer effort.

V1 Case Analysis

Phone failed to connect to Wi-Fi due to incorrect capitalization of password; resolved after customer re-entered with correct case.

Troubleshooting Steps
  • Asked the customer which password they were entering.
  • Mentioned that the password is case-sensitive.
  • Prompted the customer to re-enter the password with correct capitalization.
Key Observations
  • Agent referenced pulling up customer record but did not confirm identity or case details (transcript: 'Can you give me two minutes?') — [01:00]
  • Long, unexplained silences (e.g., [02:00]–[04:00]) disrupted flow and left customer to self-troubleshoot without guidance.
  • Agent used 'key-sensitive' instead of 'case-sensitive' — likely ASR artifact, but no correction or clarification provided — [04:00]
  • Customer discovered the capitalization issue independently despite agent's statement — [05:00]: 'I forgot the capital phrase.'
Positive Highlights
  • Correctly identified that Wi-Fi passwords are case-sensitive — [04:00]
  • Confirmed successful connection with customer — [05:00]
  • Did not provide incorrect technical advice or mislead customer
Agent Errors / Gaps
  • Failed to verify customer identity or case details despite referencing prior interaction and claiming to pull up a record — [01:00]
  • Did not collect product model or serial number, violating standard protocol even for simple issues when prior setup was referenced
  • Used unclear terminology ('key-sensitive') without defining or correcting it, contributing to confusion — [04:00]
  • Allowed excessive silence (over 1 minute) without explanation or reassurance — [02:00]–[04:00]
  • Did not provide structured, step-by-step guidance; left customer to self-diagnose the capitalization issue

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed the phone connected after correcting the password case: 'Miss, it connected. That's what it was.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified password case-sensitivity but did not guide customer through standard steps like forgetting the network or checking for MAC filtering; resolution was self-driven.
R3 Met Correct resolution path conf 95%
Agent correctly focused on password accuracy without suggesting unnecessary resets or escalations, matching the actual issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked what password was being used and correctly identified case-sensitivity as the likely cause, aligning with diagnostic logic.
T2 Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, logs) were needed; issue was resolved through basic user verification, which was appropriate.
T3 Met No misinformation conf 98%
Agent correctly stated the password is case-sensitive, consistent with Linksys documentation and technical reality.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent’s opening was garbled ('welcome to linkssus support for') and expectations were not set, though the call remained on track.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not adapt to customer’s frustration or confirm understanding; communication was functional but not tailored.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, reviewed the customer’s record, and did not transfer or abandon responsibility.
O2 Not Applicable Proactive follow-through conf 100%
Issue was fully resolved during the call; no follow-up or next steps were required.
O3 Met Closure confirmation conf 90%
Agent referenced prior contact and receipt submission, avoiding re-asking for already-provided information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the simple nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent did not express empathy or acknowledge frustration, but remained polite and professional; no discourtesy, but minimal emotional recognition.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a neutral tone despite customer’s visible irritation; did not adjust pace or style, but kept the interaction progressing.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition or steps; customer resolved the issue quickly with minimal friction.
Call Transcript10 turns · 11 lines
Speaker 1
[ silence ] I called in earlier and I had an assistant set up my TAG. [ silence ]
00:00
Speaker 2
welcome to linkssus support for.
00:00
Speaker 1
[KEEP_UNCERTAIN] Since then, I tried to connect my phone. I thought I was putting in the wrong password, but I went back on the router, I'm putting in the, right password, but for some reason, it wouldn't connect. Am I doing something wrong? 646-281-3374. That's my. And I don't know if you're the same person, but I responded to the email with the receipt that they asked me to send in. Thank you. Cool, cool. Cool, cool. Thank you. What am I doing wrong? [silence] Oh, my. [silence]
01:00
Speaker 2
1374. Okay. Um I believe no sure. But let me just pull up your record okay for me to check. Can you give me two minutes? Sure. Stay on the line please. Yes. Yeah sure.
01:00
Speaker 1
Oh my goodness. It's just a simple set up. I can understand, you know, I see right there and everything is right. Look, right there. Look, seven seven. WI. I did that already. I put everything in capitals to see if that was the case. R, I'm getting cap case. I am, I'm getting. leave the note yes man yes let me ask you a question I'm looking at the password of
02:00
Speaker 2
Yes, yeah, sure, it's key-sensitive. Oh, no, sure, we don't have any visibility with your device. Sir, what password are you trying to use Jerry. Okay.
04:00
Speaker 1
[KEEP_UNCERTAIN] [silence]. R please stand by, I'm trying to make, I'm gonna try now. [silence]. [silence]. Do that [silence]. [silence]. L. [silence]. [silence]. L. Huh-hum. [silence]. I. Huh-hum. [silence]. B. Huh-hum. [silence]. B. Huh-hum. S. Well, I'll take right now. Huh-hum. Okay, boom. [silence]. Oh, I see why. Couldn't connect. Incorrect password. Uh, I could, I could, forgot the capital phrase. Preferences. Credentials. Huh, try now. [silence]. [silence]. Miss, it connected. That's what it was. I need to tie it in only everything has to be capital. [silence]. Okay. I'm sorry for calling you back. Yes ma'am. It did. [silence]. So, thank you so much. I [silence]. I [silence]. learned what the issue [silence]. was. [silence]. Thank you, man. [silence]. Thank you.
05:00
Speaker 2
[silence] And did it connect? Okay. Okay. Okay, good to note, sir. Okay. So you can call us back if you need further assistance, sir.
05:00
Speaker 1
Right, you too. [silence] ONG ZALAI GODDARD, OKAY. [silence]
06:00
Speaker 2
You're welcome, sir. Have a good day and stay safe. Bye-bye, sir. Thank you.
06:00