V2 Rubric Detail — d01ac376-6e33-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 12:13
Duration
5m 55s
Contact
Roger Hopper
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134222
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wi-Fi password retrieval
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall38.7% (+10.7)

V2 Grader Summary

The agent failed to perform any troubleshooting or use the required Recovery Key method, incorrectly declaring the E1500 obsolete and unable to receive phone support. Despite empathetic communication and clear next steps, the issue was left unresolved due to technical inaccuracy and skipped protocols. The decisive failure was bypassing a non-destructive, KB-mandated recovery option available even on older models.

V1 Case Analysis

Customer unable to locate Wi-Fi password for E1500 router. Agent incorrectly claimed device is end-of-support and refused phone assistance, offering only to email instructions. No troubleshooting performed.

Troubleshooting Steps
  • Identified router model as E1500
  • Collected customer's email address
  • Incorrectly stated device is end-of-support
  • Promised to email instructions without providing any troubleshooting steps
Key Observations
  • Agent incorrectly claimed the E1500 is 'end of support or obsolete' and ineligible for phone assistance ([04:00]), contrary to KB guidance.
  • No attempt was made to guide the customer through standard password recovery (recovery key, local login, router label check).
  • The only action taken was a promise to email instructions, which does not meet minimum support standards for a password/login issue.
  • The call was abandoned without providing any actionable troubleshooting steps.
Positive Highlights
  • Correctly identified the router model (E1500) from customer description.
  • Collected the customer's email address for follow-up.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided materially false information by claiming the E1500 is end-of-support and ineligible for phone assistance, directly contradicting the KB.
  • Failed to follow the standard password recovery procedure outlined in universal_password_login.md (recovery key, local access, router label).
  • Did not verify or guide the customer through accessing the router locally or using the recovery key.
  • Abandoned the customer without offering any self-help path during the call, despite the issue being resolvable with basic guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-support and offered no in-call resolution, only an email with instructions, leaving the customer without immediate help.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted; agent did not verify login status, recovery key, or attempt local access despite KB requiring non-destructive recovery first.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated E1500 as completely unsupported, bypassing the Recovery Key method which is still valid on older models per KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., locked out, forgot password), ask diagnostic questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Skipped required tool: Recovery Key password reset — a non-destructive method explicitly supported on all current and many older models.
T3 Not Met No misinformation conf 95%
Incorrectly stated E1500 is 'end of support' with no phone assistance, contradicting KB that supports password recovery via Recovery Key.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectations about device status but failed to guide through any resolution steps or maintain control of troubleshooting path.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated assurances, and adapted tone for an elderly, non-technical caller; no jargon used.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent took ownership by committing to send email instructions and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 95%
Clearly communicated next step (email) and timeline ('within 5 to 10 minutes').
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent apologized sincerely, used respectful language, and maintained composure throughout.
X2 Met Tone & rapport conf 91%
Paced conversation appropriately, used reassuring tone, and matched customer’s speaking style.
X3 Partially Met Overall experience conf 87%
Avoided re-asking information but added customer effort by deferring resolution to email instead of solving live.
Call Transcript8 turns · 10 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. Yeah, hi, sir. I can now hear you clearly. And this is Josh from Linksys technical support. Thank you again for answering my call. So, what was your issue again, sir? I'm sorry. What was your issue again, regarding with the Linksys router? Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm.
00:00
Speaker 2
Sorry six years ago six years ago. I had family up the other day and they wanted to get on my wife. I so their stuff would work and I can't find my password. Any places. And I called my wife. I support here locally. And they said the call you that you might know what my password was.
00:00
Speaker 1
10, 6, 6, 2, 0, 0, 1, 5, 99. Mhm.
01:00
Speaker 2
R A N C E at Yahoo dot com. I three broadband. No, I don't. I'm 78 years old. So I don't-- I'm not too high-tech. No.
02:00
Speaker 1
Sure, well devices that we can use to retrieve the Wi-Fi password. How about the phone? Not sure if not. Mm-hmm. iPad, however, that iPad is not connected to the router's network. Correct? Mm-hmm. Mm-hmm. Mm-hmm. Alright, got that one sir. And may I know the operating system of your phone? Is it an Android or an iPhone?
03:00
Speaker 2
[music with a female speaking in a foreign language][music][silence]I've got aI got a I iPadI don't believe soMy my phone is because as soon as we come inwe're snow and as soon as we come into the homeuh it recognizes our phone and stuff and hooks us to it automaticallyThat's why we never have never needed a password[music]Uhoh I think it's an Android I think[silence][music]
03:00
Speaker 1
Got that one, sir. All right, so thank you so much for the information, sir. However, I'm going to set your expectation regarding with this Lenxus router that you have. Uh, the thing is, this device which is the model number of E1500 is already one of our end of support or obsolete devices. That means sir, and I really do apologize but we can no longer provide assistance over the phone since again the device is already one of our end of support. However, sir the best thing I can do here is I'm going to send you an step by step instructions via email on how to retrieve the Wi-Fi password for this router. So, yes, sir, rest assured that you will receive the email within 5 to 10 minutes. Thank you so much for your understanding, sir. And again, sir, thank you so much for answering my call, and we have been great day. Oh, yes, sir. Rest assured that I will be sending step-by-step instructions. And rest assured, the instructions will be straightforward on how to retrieve the Wi-Fi password of this router. All right. So, again, sir, thank you so much for your understanding and patience. And thank you again for calling, Sister. You have a great day, okay? You're most welcome. Bye for now.
04:00
Speaker 2
okay you're going to send an email that'll tell me how to retrieve it okay thank you bye
05:00