V2 Rubric Detail — d99acdca-716b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 14:32
Duration
12m 23s
Contact
Roy Campbell
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134944
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: forgot Wi-Fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly refused to provide free technical assistance based on out-of-warranty status, directing customer to paid service instead of delivering required best-effort support, which constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-76.0)

V2 Grader Summary

The agent collected customer details and promised to send password-retrieval guidelines, establishing a next step. However, they failed to perform any actual troubleshooting, incorrectly claimed OOW devices receive no free support, and avoided providing best-effort help — violating core policy. The interaction ended with partial progress but critical procedural and technical failures, triggering an auto-zero for avoidance.

V1 Case Analysis

Customer (Roy) called for help retrieving Wi-Fi password for mother’s E7350 router. Agent confirmed model, noted out-of-warranty status, advised password is on router label, and offered to email instructions. Customer accepted email option. No further troubleshooting.

Troubleshooting Steps
  • Collected customer name and email
  • Identified router model as E7350 using serial number
  • Confirmed out-of-warranty status
  • Advised Wi-Fi password is on router label
  • Offered paid support or free email guide
Key Observations
  • Agent correctly identified the E7350 model and accurately advised that the Wi-Fi password is printed on the router label (per KB guidance in universal_password_login.md).
  • Agent offered a free self-help email despite stating no free support is available due to warranty expiration — this is a mixed message but ultimately beneficial to the customer.
  • Serial number was clearly provided by the customer at [01:00] and confirmed by the agent at [02:00], but was not normalized to standard format (37A410M24B00729).
  • Agent did not create or reference a HappyFox case number, a clear protocol miss.
  • Agent’s explanation of paid support included redacted payment details, but no unsafe handling was observed.
Positive Highlights
  • Correctly identified the router model E7350 from the serial number provided by the customer at [02:00].
  • Accurately advised that the Wi-Fi password is printed on the router label, consistent with KB guidance in universal_password_login.md for E7350.
  • Offered a practical self-help option (email guide) that the customer accepted, enabling resolution without paid support.
  • Collected customer name and email, and confirmed consent to send instructions.
Agent Errors / Gaps
  • Did not create or reference a HappyFox case number in the transcript, violating case management protocol.
  • Did not verify the spelling of the email address before confirming it — customer initially gave a government email and corrected it, but agent did not reconfirm after correction.
  • Provided inconsistent messaging: stated no free assistance could be given due to warranty expiration, yet proceeded to offer free guidance via email without clarifying the exception.
  • Did not confirm whether the customer had physical access to the router to check the label, which is critical for the self-help path to be viable.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent promised to send email guidelines for viewing Wi-Fi password, but did not confirm resolution or verify success.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — did not guide login to router, check settings, or use recovery methods despite available paths.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly refused free assistance due to OOW status, violating policy requiring best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirmed router is online and identified model via serial, but failed to diagnose password issue or explore recovery options.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any diagnostic tools (e.g., web interface access, recovery key process) that were necessary and appropriate for password retrieval.
T3 Not Met No misinformation conf 99%
Agent falsely claimed no free support is available for OOW devices, contradicting documented policy of best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent gathered information and maintained basic control, but introduced paid service abruptly and had multiple unexplained silences.
C2 Met Confirmed understanding conf 93%
Agent used clear, plain language, repeated for clarity, and confirmed understanding appropriately for customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, took ownership, and committed to sending email instructions without transferring.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step: sending password-viewing guidelines via email.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy (“I’m sorry to hear about that”) and remained polite and professional throughout.
X2 Met Tone & rapport conf 92%
Agent adapted tone and pace to customer, repeated information, and maintained engagement.
X3 Partially Met Overall experience conf 89%
Offering free email guidelines reduces effort, but introducing a paid option first created unnecessary complexity and pressure.
Call Transcript24 turns · 25 lines
Speaker 1
[ silence ]
00:00
Speaker 2
[silence]
00:00
Speaker 1
How's that done? I'm inquiring how we might be able to do that. Yes, yeah. She's 91 years old. I guess she's allowed. I can. Yep, it's 37 A as in alpha, one, looks like a 0, M as in mike, two, four, B as in Bravo, 0-0-7-2-9.
01:00
Speaker 2
I see so your mom forgots her Wi-Fi Pass number. I see All right, I'm sorry to hear about that, sir. can you provide me the serial number of the Linksys product that your mom is using? All right, let me verify again the serial number is 37 A4 alpha.
01:00
Speaker 1
correct correct If it is a correct correct correct correct The logo number is Yeah, yeah, I see it. Yeah, it's Echo Star Go ahead. Yeah, just the one Yeah, it's just Yeah Yeah
02:00
Speaker 2
10M for Mike, 24B for boy, 00729. Is that correct? Alright. So the Linksys product or router of your mom is model E7350. That is the model number of the Linksys router. Alright, and that is... yes. Alright, so that is the only Linksys product or router that your mom is using, right? No other nodes or other routers? Okay, that's it. Okay, that's good. So,
02:00
Speaker 1
correct , yeah , we got a good signal , everything 's a go . the system is not in my name , but you can have both my mom and my name if you want them . sure . my name is Roy That 's R O Y Campbell . c-a-m-p-b-e-l .
03:00
Speaker 2
Since, your mom just forgot her Wi-Fi password. It means your router is working, or her router is still working, right? It's still connected online. Okay, that's good. That's good to know. Now, before we proceed, um, sir, I will have to create first a record. Cause it's part of our documentation. May I have your name? It's fine. Um, since you're the one who called her, it's fine if it's your name. Your first name is Roy.
03:00
Speaker 1
Well, yeah, it's it's pronounced Campbell. No, not old. It's S as in Charlie A as in Alpha. M as in Mike. P as in Papa B as in Bravo. E as in Echo. L L, Lima, Lima.
04:00
Speaker 2
Roy and your last name is camp de Oh, so it's comp B. L C Oh. L All right. Thank you. Roy. Uh, what about your email address.
04:00
Speaker 1
My email address is R. Campbell. 19, 55. dot. R. C.@g. O. V. dot. com. Oh, sorry, sorry. I gate I gave you my old government address. It's it's R. Campbell 1955 at gmail.com. Correct.
05:00
Speaker 2
Yes. So awkward. It's fine. Okay. Thank you, Roy. And who's your internet service provider?
05:00
Speaker 1
It is Seaside, I believe, is the name of the place. Okay. So what what are you saying, it's going to cost me money to reset my password?
06:00
Speaker 2
is that alright okay now right it's very easy to find or to know the Wi-Fi password of your mom's router but apparently your routers your mom's router model E7350 is already out of warranty because this router E7350 is an old classic router from lynx sys it has a limited one-year warranty so it's already out of warranty and we cannot provide uh provide you free technical assistance No [silence]
06:00
Speaker 1
Yeah, I see the sticker and I've tried going that route. But obviously, when they set up the Wi-Fi and installed the rotor, they customized the, so, so I'm Okay. I was saying, so what you're saying is that I can go on to, say, her phone, which would be set up, and I should be able to find her username and her, well, I don't need the username, but the password should be stored on the phone.
08:00
Speaker 2
Wi-Fi name and password of your router, meaning you haven't changed or edited or customized your Wi-Fi name, then just look at the router at the bottom or at the back of the router because there's uh the Wi-Fi name and password indicated on its product label sticker. [silence] but then [silence] so, so the only solution [silence] mhm. yes. yes.
08:00
Speaker 1
where would I where would I find that like like I there as far as I can tell she has uh she has her TV and she has her phone uh hooked up on on the Wi-Fi so where would I find that in the phone or the TV where would I go in that device
09:00
Speaker 2
Usually, your phone devices that are connected to a Wi-Fi name, when you connect to your Wi-Fi name, you will see that your Wi-Fi name, then it will store the password. When you connect first to a Wi-Fi name, so if it's just one device that's not connected to the Wi-Fi name of your mom's router, then check on the other devices like computer TV that is still connected to the Wi-Fi name of the router.
09:00
Speaker 1
in the settings. So, I that okay, uh, just uh curiosity, um, how much would it cost me for you to do this for me?
10:00
Speaker 2
Okay, actually, I should not be assisting you because it's still a technical assistance and I've mentioned that your product is out of warranty, but just a little tip, Roy, you can check on your phone, on your Wi-Fi settings of your phone or your TV settings and from there you can check on the Wi-Fi name and password. All right? Yeah. So, Roy, if you still want me to walk you through the steps, you will have to apply for the paid connect service because the product is out of warranty. If you don't want to pay, I can just send you the guidelines on how to view your password through email and that is free. Mhm. Uh, it will cost you 15 US dollar. It's a one
10:00
Speaker 1
[silence] does that sound fair? does that sound fair to you? set set [silence]
11:00
Speaker 2
Time. None with fundable technical support and it will only last for a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Once the [REDACTED_PAYMENT_DIGITS] minutes is up, if we are not still done, you will have to pay again another [REDACTED_PAYMENT_DIGITS] US dollar. Because the product is out of warranty years. So, it has only a limited time. So [REDACTED_PAYMENT_DIGITS] One five. Uh that is fair because the product is already out of warranty. Actually, we should not provide any assistance because the product is already out of warranty. We can only provide free assistance if the product is still in warranty. So that's why there's a payment. But if you don't want to pay, we have the other alternative and that is to send you the guidelines through email and that is free.
11:00
Speaker 1
Send me the guidelines, please.
12:00
Speaker 2
All right, sure. All right, Roy, I'll be sending the guidelines on how to view or access your Wi-Fi password on your router e 7350. So just check your email. All right. Thank you for calling Linksys. Roy. Take care. Have a great one. Goodbye.
12:00