V2 Rubric Detail — d89245ac-7558-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:26
Duration
13m 47s
Contact
315-766-6620
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall81.2% (+9.2)

V2 Grader Summary

The customer successfully changed their Wi-Fi password and confirmed reconnection of devices, meeting resolution criteria. The agent provided technically accurate guidance using the appropriate tool (Linksys app) for the customer's phone-only environment. However, the call had gaps in communication clarity, case continuity (ignoring prior contact), and root-cause diagnosis, preventing full marks in those areas.

V1 Case Analysis

Customer changed Wi-Fi password on MX2000 mesh via Linksys app; instructed to reconnect devices manually.

Troubleshooting Steps
  • Advised to open the Linksys app and log in.
  • Navigated to Menu → Wi-Fi Settings.
  • Changed the Wi-Fi password and saved.
  • Instructed the customer to reconnect all devices with the new password.
Key Observations
  • Agent correctly used the Linksys app to change the Wi-Fi password on MX2000, which is the proper method per KB.
  • No verification was performed to confirm the password change was successful or that the customer could reconnect a device.
  • Agent initially suggested uninstalling the app ([04:00]), which was unnecessary and potentially disruptive.
  • Long silences and audio issues affected call flow, but agent maintained control.
  • Agent did not collect serial number or warranty status, but it was not required for this request.
Positive Highlights
  • Provided accurate, step-by-step instructions for changing the Wi-Fi password via the Linksys app, consistent with KB guidance.
  • Correctly explained that all connected devices would disconnect and need to be reconnected with the new password.
  • Maintained a polite tone and attempted to manage audio quality issues professionally.
Agent Errors / Gaps
  • Suggested unnecessarily uninstalling and reinstalling the Linksys app at [04:00], which could disrupt the session and is not a standard troubleshooting step for changing Wi-Fi password.
  • Did not confirm that the new password was successfully applied on the router or that the customer could reconnect a device after changing it.
  • Did not verify that the blinking red LED on one node was resolved, which was mentioned by the customer at [02:00] and could indicate a separate issue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms completion: 'Done. I'm in the next routers... I just put my password in so I can get it on my device.' Final outcome achieved.
R2 Met Diagnostic thoroughness conf 95%
Agent walks the customer through the app: log in, open the menu (three lines), go to Wi‑Fi Settings, change the password, save and reconnect devices.
R3 Met Correct resolution path conf 94%
Changing the Wi‑Fi password via the Linksys app is the correct, least‑effort path for this request; no warranty or escalation issues were involved.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identifies symptom (unauthorized users) but does not ask about current password status, device connection method, or confirm whether customer can currently access settings — root cause not fully diagnosed.
T2 Met Appropriate tools / resources used conf 95%
The agent used the Linksys app, which is a valid tool for managing Wi-Fi settings. While the KB emphasizes local browser access (192.168.1.1/myrouter.local) as 'recommended' for security, the app is a standard and appropriate tool for a user who explicitly stated 'everything's on my phone'.
T3 Met No misinformation conf 96%
Instructions given (menu → Wi-Fi Settings → change password → save) align with KB guidance for changing WiFi passwords. The agent correctly informed the customer that devices would disconnect and need to be reconnected manually, which is explicitly stated in ea_series_password_login.md and universal_wifi_security.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent frames the issue and guides the steps, but there are several moments of silence, repeated 'Hello?' prompts and a lack of clear transition statements.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple language and apologizes, yet occasionally uses unclear phrasing ('links as devices', 'three lines') and does not consistently check the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stays on the call, does not transfer, and sees the request through to completion.
O2 Met Proactive follow-through conf 94%
Agent gives a concrete next step: reconnect each device with the new Wi‑Fi password.
O3 Not Met Closure confirmation conf 85%
Customer mentions a prior call, but the agent never references any previous history or notes.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for a simple Wi‑Fi password change.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologizes for the inconvenience and acknowledges the customer’s frustration (‘I apologize for the inconvenience’).
X2 Partially Met Tone & rapport conf 86%
Agent responds to the customer’s tone but occasionally uses scripted language and does not fully adapt to the customer’s repeated confusion.
X3 Met Overall experience conf 94%
Agent provides the direct steps to change the password without asking the customer to repeat information or perform unnecessary actions.
Call Transcript24 turns · 25 lines
Speaker 1
And you got what to be licensed? Yes, I would like to change my password. I don't know quite how to do it. I wanna change my password for my devices.
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, please have your devices 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] Hi, thank you for calling Linksys. This is Peggy. How can I help you today? Is it for the Wi-Fi password?
00:00
Speaker 1
no, I long long long long time ago I called but now it's now I'm having to call you again because I need to change my Wi-Fi password yeah thank you correct yes, no yep
01:00
Speaker 2
Okay, so I totally understand your concern, Aldous, sir, but is this your first time calling us for support? Okay, I see. May I know your first name and last name? So you are Juan O'Neill. And your email, sir, is juanoneil405@gmail.com. So you have two Lincus devices, and they are both MX2000.
01:00
Speaker 1
what is it doing? Is that what you're asking me? Yeah, yeah, it's working fine. Well, actually, one is blue, and one is slap. Hello? Yeah, are you there? Why?
02:00
Speaker 2
because the water the light indicate of your links as devices yeah they are all solid blue right and working sir hello okay i can hear you now yeah since all here okay now since the other one is blinking red may i know the reason sir why you need to change your Wi-Fi password
02:00
Speaker 1
because I'm paying for the bill. Yes, I'm here. I'm changing that. Now living here. Yeah, I'm changing, can you hear me now? I was, I'm changing the password because other people are tapped into it, but they don't want to pay for it, and I'm sick of their shit. Do I have - I have my phone.
03:00
Speaker 2
Yeah. Hello? Okay. I apologize for the inconvenience. Sir, but your voice is cutting in and out. So can you please repeat that? Yes. Go ahead. Okay. I see. So do you have a computer or a laptop to do the process?
03:00
Speaker 1
does that count? everything's on my phone, that I'm calling you from. my links is up, it comes up on, it's pulled up right now. So you're saying you want me to uninstall it from my phone? Lady, I just told you I'm logged in right now, I, and I'm looking at stuff. The mini, three lines are the mini icon. Okay, three lines. [silence]
04:00
Speaker 2
Okay. Can you please log into your Linksys app? You can try to uninstall and reinstall the Linksys app, sir. And let's proceed to log in locally by using your router password. Yeah. But were you able to log in on the Linksys app? Okay. Click the three lines or the menu icon.
04:00
Speaker 1
re-se lines. Wi-Fi settings. Okay. Dude. Okay, let's see. Oh. Let's see here. Which would be a good... All right, let's see.
05:00
Speaker 2
then go to Wi-Fi setting. And then change your Wi-Fi password. [silence]
05:00
Speaker 1
Okay. Okay. Now wise. and you okay. Yeah, I just needed someone to show me this. Okay. Now to start. Okay.
06:00
Speaker 2
then click save and once you successfully change your Wi-Fi password all the devices that are currently connected will disconnect yeah it's okay
06:00
Speaker 1
Okay. Okay. in your phone settings off Wi-Fi.
08:00
Speaker 2
Okay, and try to reconnect your phone to the wifi name and enter your new wifi password. Okay.
08:00
Speaker 1
Okay, it's trying here.
09:00
Speaker 2
Okay, you need to go to the settings here. Go to your wifi settings. Select your wifi name and enter your new wifi password to reconnect.
09:00
Speaker 1
Okay, Okay, there. Done. I'm in the next routers. Okay. Now what do I do? Uh, yeah, what do when I log, oh, that means I just everything successfully, so I have to go to each device and log it in. Even my, even my my Link key
10:00
Speaker 2
okay, since you already changed your wi-fi password successfully, so is there anything else that I can help you with? but, yes, so since you changed everything, all the devices are disconnected, sir. So you need to connect them manually or individually.
11:00
Speaker 1
as well. Uh one is blue and one is red. okay. Oh wait, the other was blue now. Okay. So that's up and working for I, so I just, I have to just put my password in to get in. I just put my password in so I can get it on my device. Hey uh. See, I, oh.
12:00
Speaker 2
Now, check the light indicator of your Linksys devices. The parent node is solid blue, so they are both solid blue. Sorry. Yes. So you can try to connect other device. Select your Wi-Fi name and then enter your new Wi-Fi password. [silence]
12:00
Speaker 1
TV. and not very good. Wi-fi. Okay. Here we go. Okay. All right. Okay. I'm good. Thank you. You too. Thank you.
13:00
Speaker 2
Okay, you're welcome, sir, and thank you so much also for your time. Have a great day. Bye for now.
13:00