V2 Rubric Detail — e82c66ee-8135-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 16:46
Duration
7m 15s
Contact
919-993-2718
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137042
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the node as bridge
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-19.6)

V2 Grader Summary

The agent completely failed to resolve the password recovery issue, providing no valid troubleshooting (e.g., factory reset, Recovery Key) and incorrectly dismissing the out-of-warranty device with 'we no longer provide technical assistance.' This violated OOW policy and KB guidance, leaving the customer with an inaccessible email as the only path forward. Communication was rigid and ownership-deficient, resulting in unresolved frustration and unnecessary effort.

V1 Case Analysis

Customer unable to locate Wi-Fi password. Agent incorrectly stated device is out of warranty, failed to offer factory reset or Recovery Key, and directed customer to inaccessible email. No resolution achieved.

Troubleshooting Steps
  • Advised checking the router label for the Wi-Fi password
  • Requested the router serial number
  • Suggested checking a prior email for password instructions
Key Observations
  • Agent did not verify product model or confirm whether the customer was asking about Wi-Fi password, router admin password, or cloud account password.
  • Agent incorrectly stated the device was out of warranty and ineligible for technical assistance without performing a warranty lookup.
  • No KB-supported password recovery method (factory reset, Recovery Key) was offered despite this being a standard Password/Login issue.
  • Agent repeatedly directed the customer to an email the customer could not access, providing no alternative solution.
  • Agent failed to follow basic troubleshooting protocol for Password/Login issues as outlined in the KB.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
  • Attempted to collect the serial number.
Agent Errors / Gaps
  • Failed to collect or confirm the product model number, which is critical for accurate support.
  • Incorrectly stated the device was out of warranty and ineligible for technical assistance without verification.
  • Did not offer any KB-supported password recovery method (factory reset, Recovery Key) for a forgotten Wi-Fi password.
  • Repeatedly directed the customer to an inaccessible email instead of providing an actionable alternative.
  • Did not clarify whether the customer needed the Wi-Fi password, router admin password, or cloud account password, leading to unclear guidance.
  • Failed to follow basic troubleshooting protocol for Password/Login issues as outlined in the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided the password nor a way to recover it; told the customer they must upgrade and check an old email instead of offering troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were offered—agent suggested checking the sticker and an email but did not propose factory reset, Recovery Key, or local admin access despite clear lock-out.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared 'we no longer provide technical assistance for your router' due to warranty status, violating OOW best-effort policy requiring password-recovery troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify router model, ask about local access possibility, or determine issue type (Wi-Fi vs admin password); jumped directly to email and upgrade without diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used or suggested (e.g., 192.168.1.1 login, Recovery Key, factory reset) despite password recovery requiring them; reliance on inaccessible email is invalid tool substitution.
T3 Not Met No misinformation conf 96%
Agent claimed 'we no longer provide technical assistance' for out-of-warranty devices, contradicting KB guidance that password recovery via factory reset/Recovery Key is always available.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, repeated the same script ('check email'), and lost control during customer shouting without steering toward resolution or managing frustration.
C2 Not Met Confirmed understanding conf 95%
Agent maintained a rigid, scripted tone despite customer shouting and frustration; no adaptation in pace, empathy, or engagement style occurred (e.g., no repetition of steps for clarity).
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed ownership by stating 'we no longer provide technical assistance' and deferring solely to an email from a previous technician, avoiding responsibility for resolution.
O2 Not Met Proactive follow-through conf 96%
Only next step was to check an email the customer confirmed was inaccessible; no alternative path, realistic timeline, or follow-up commitment was provided.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as a first contact with no prior case history referenced; Assessment 4 explicitly marked case_history_applicable as false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred, and none was warranted—password recovery is within L1 scope and could have been resolved with proper troubleshooting per Assessment 4's case_history_applicable=false.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered generic apologies ('I do apologize') but did not specifically acknowledge the customer's repeated attempts, email downtime, or emotional state beyond scripted responses.
X2 Not Met Tone & rapport conf 95%
Agent used a one-size-fits-all, monotone approach despite customer shouting and irritation; no adjustments in communication style, pace, or comprehension checks were made.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat the serial number and directed to an inaccessible email, creating unnecessary repetition and avoidable friction with no effort to reduce obstacles.
Call Transcript12 turns · 14 lines
Speaker 1
I have the Cisco, uh, router, uh, and I don't know what the password is. Can you tell me what itPassword? um. That's uh, uh, Wi-Fi, the cable and the Wi-Fi. [silence] No, it's not.
00:00
Speaker 2
Welcome to Lynx East Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Lynx East Technical Support. This is Riel. How can I assist you for today? Uh, what password are you referring, ma'am? soft? Have you tried checking underneath the router? There is a Wi-Fi password there.
00:00
Speaker 1
It's not. Oh, it's not there. I don't know what. no, I don't have it. It's it's not a. Can you help me?
01:00
Speaker 2
But have you tried to enter that password, ma'am? Oh, I'm so sorry. Ma'am, just to set proper expectations, for routers, we don't have your we don't have your password for your Wi-Fi. But we can try to walk you through. And then, if that's the case, ma'am, can you try to check your router? The Linksys router, flip it. Can you try that password if it will go through? Have you tried putting the password?
01:00
Speaker 1
Can you help me with this? Please. I've been calling since last night. How do I find it? There's two numbers on there. Neither one is my password. It was already written on there, so that's not my password. Lord, just a minute.
02:00
Speaker 2
Madam, we can only walk you through checking your password, but we don't have your Wi-Fi Password. I apologize for that. You can try the [silence] it's at the bottom of the linksys device. Try to flip it. There's a sticker there. There's an SSID password, ma'am. That's the Wi-Fi password. [silence] Okay, if that's the case, can you confirm to me what's the serial number of your router?
02:00
Speaker 1
Go on go on go on go on. Hello. Hello. 108 108 2 2c
03:00
Speaker 2
Yes, ma'am. What's the serial number? What's the serial number? All right. So ma'am, they're out there to... Go ahead. Ma'am, you don't need to shout. I can hear you. What I'm trying to say right now is the product that you have is already out of warranty. Now, for this product, we no longer provide technical assistance. If you wanted to check, you might need to upgrade to a new router. [silence]
03:00
Speaker 1
no, I don't. I need to put in the damn password and I forget it. No, it's not. No, it wasn't. yeah. When? When was it sent?
05:00
Speaker 2
What can I do for you? [silence] Yeah, you can try to check your email. There is already an instruction provided by [silence] the previous technician. It was sent to you by email, Ma'am. I'm going to confirm your email address. Is it Bobby McCoy 86@gmail.com? [silence] Yes. It was sent already by the previous technician. you can try to check [silence] if you wanted to [silence] track your Wi-Fi password. It was sent July 15th.
05:00
Speaker 1
It was turned July 15. Sorry I called because my email is down. No I don't all I need is my password. Well I'm saying that I'm saying that because I don't need to upgrade.
06:00
Speaker 2
Yes, ma'am. You can try to double check your email. There is an instruction provided to you by a previous technician because that, again, just to set proper expectation, we no longer provide technical assistance for your router. You need to upgrade to a newer router, ma'am. So you will have an internet. I do apologize. We don't have any password for your Wi-Fi. We don't have tools for that. Okay, if you don't need to upgrade ma'am then, You need to follow the instruction from the previous technician was provided to you.
06:00