V2 Rubric Detail — c273baa4-6f58-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:10
Duration
5m 14s
Contact
Greg Ellerbusch
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134541
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: E2500_Retrieve wi-fi password

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall60.8% (+4.8)

V2 Grader Summary

The agent demonstrated ownership and communication strengths by adapting to the customer’s level and committing to follow-up, but failed to achieve resolution or meaningful troubleshooting. Despite identifying the symptom, no tools were used, and no immediate steps were taken to recover the Wi-Fi password, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect one TV to Wi-Fi due to password issue. Agent collected name, email, phone, and serial number. No troubleshooting performed; agent promised to email Wi-Fi password retrieval instructions.

Troubleshooting Steps
  • Collected customer contact information (name, email, phone).
  • Recorded device serial number.
  • Asked about ISP and model number (no answer received).
Key Observations
  • Agent did not perform any direct troubleshooting for the Wi-Fi password issue.
  • No router model or admin password was confirmed, which is necessary for accurate guidance.
  • Agent deferred resolution to an email without confirming if the issue was resolved during the call.
  • Router was noted as 'end of support,' implying out-of-warranty status.
Positive Highlights
  • Collected essential customer contact details and serial number.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to provide immediate, actionable troubleshooting steps for the Wi-Fi password issue.
  • Did not confirm router model or admin access, which is required for accurate guidance.
  • Did not verify if the TV's Wi-Fi connection issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution was achieved during the call; the agent promised an email with instructions but did not resolve the TV’s Wi-Fi connection issue or confirm password recovery steps.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked basic diagnostic questions (e.g., other devices connected, smartphone access) and identified that one TV couldn’t connect, suggesting some attempt to isolate the issue, but skipped key troubleshooting like checking router settings or resetting Wi-Fi password.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged the device is end-of-support and opted for best-effort help by offering follow-up instructions via email, aligning with OOW expectations, but failed to attempt immediate troubleshooting steps available for out-of-warranty devices (e.g., accessing local admin page).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (one TV not connecting) and asked relevant questions about other connected devices and smartphone access, indicating some diagnostic logic, but did not pursue root cause (e.g., incorrect password, hidden SSID, MAC filtering).
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any tools (e.g., guide customer to http://192.168.1.1 or http://myrouter.local) to view Wi-Fi credentials despite having an iPhone on the network, which was a missed opportunity for real-time resolution.
T3 Met No misinformation conf 95%
Agent correctly stated they would send instructions on how to find the Wi-Fi password, which is factually accurate and consistent with KB guidance for password recovery.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by gathering info and setting a next step (email), but lacked clear framing at start/end and transitioned abruptly without summarizing or confirming understanding.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s level, used simple terms, confirmed device type (iPhone), and avoided technical jargon, making guidance accessible.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, collected required details, and took ownership by committing to send follow-up instructions.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the next step (email after call) with realistic timing and no overpromising.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and cooperative but did not explicitly acknowledge customer frustration or difficulty with the TV connection, missing an empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace and device context (iPhone), kept tone friendly, and maintained engagement throughout.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition, leveraged existing device (iPhone) for potential solution path, and minimized customer effort by committing to email instructions.
Call Transcript12 turns · 12 lines
Speaker 1
Greg, you all are you. Greg, G-R-E-G
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 one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's 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. Hello, thank you for calling Linksys. My name is Sarkis. Is this your first time calling? Sorry, that's great.
00:00
Speaker 1
Sure. E-l-l-e-r-b-u-s-c-h. Uh, yeah. So lowercase. It's Greg L. Bush. And hotmail.com 507-330-4255. Um, like, what do you mean? Like, TVs? One, brother. Okay. 10.
01:00
Speaker 2
and your last name? Can you please spell the last name? Thank you. All right, and I may have your email. And what is your current phone number? And how many link systems device do you have? Do you have right? How many links is? Do you have? Okay. Look on the sticker label and read the serial number please.
01:00
Speaker 1
Oum, um, 0 4 3 6 SPEC. I'm having trouble figuring out my password and it won't let me connect to the internet without a password. [silence] No, it's just
02:00
Speaker 2
Sorry. That's LA-30-A-6088. And can you please check the model number? All right, I see. Who would be your internet service provider? Okay. And how may I help you with this link to router? Are you trying to connect to the Wi-Fi?
02:00
Speaker 1
I had like four or three TVs hooked up and just one of them doesn't work. Right. The other ones are, the other ones are fine. Yes. And then it's. Yes. A few years, I know.
03:00
Speaker 2
okay, but one of them doesn't connect to the Wi-Fi. How about the other TV? Are they still connected? Does it ask you a password when you try to connect this TV? Okay. Um, do you have a phone, uh, for example, a smartphone that's connected now to the Wi-Fi? Okay. All right. Um, uh, how long have you been using this router by the way? Mm, I see a few years. Okay. Uh, this, uh, router, I understand that is it review you well for a some time. So, just to inform you, okay, that this router is already an end of support device for
03:00
Speaker 1
Well, it's an iPhone. Okay, well, thank you. Go ahead.
04:00
Speaker 2
Uh, on your phone. Uh, if that's okay with you. Is this an iPhone or Android? Okay, an iPhone. Yeah, that would be pretty easier for the iPhone. All right. How about that? I'll send you the email. Uh, Yeah, I'll send you the email after the call. I'll give you instructions how to check your Wi-Fi password.
04:00
Speaker 1
All right. All right, I really appreciate it. Thank you. Okay, have a good night. Thanks, bye.
05:00
Speaker 2
using this iPhone. You're welcome. No worries. Thank you for calling us. All right. Bye. Bye. You do. Bye for now.
05:00