V2 Rubric Detail — e8e278c8-7ee0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:33
Duration
11m 45s
Contact
651-500-6161
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00136911
Support Country
United States
Product Family
OTHERS
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 (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent never addressed the forgotten Wi-Fi password, provided no troubleshooting, and simply asked the customer to call back. No technical guidance, ownership, or escalation was demonstrated, resulting in an unresolved call with clear avoidance behavior.

V1 Case Analysis

Customer forgot Wi-Fi password; unable to read router label. Agent collected name/email/serial but gave no password recovery or reset guidance. Advised to call back with magnifying glass.

Troubleshooting Steps
  • Collected customer name and email
  • Requested and partially obtained model and serial number
  • Attempted to locate password on router label (unsuccessful)
Key Observations
  • Agent did not provide any password recovery instructions despite the clear issue of a forgotten Wi-Fi password.
  • Agent failed to confirm the router model or guide the customer through model-specific password recovery steps (e.g., recovery key, admin password reset).
  • No attempt was made to explain how to perform a factory reset or access the router locally via 192.168.1.1 or myrouter.local.
  • Call ended without a concrete action plan, leaving the customer without a way to regain Wi-Fi access.
Positive Highlights
  • Polite greeting and clear collection of basic customer contact information.
Agent Errors / Gaps
  • No troubleshooting guidance for forgotten Wi-Fi password, despite the KB clearly outlining recovery steps (recovery key, admin password reset, factory reset).
  • Did not explain how to access the router locally (192.168.1.1 or myrouter.local) to reset the password or perform a factory reset.
  • Missed opportunity to guide the customer through the recovery key process or factory reset procedure, which are standard for password-related issues.
  • Inefficient handling with prolonged silence and no progress toward resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call by asking customer to call back, providing no solution or path forward.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting performed; only requested serial number and magnifying glass.
R3 Not Met Correct resolution path conf 90%
Agent failed to select appropriate path (e.g., recovery key or factory reset) despite clear need and available KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify root cause or ask relevant diagnostic questions about model, LED status, or connection type.
T2 Not Met Appropriate tools / resources used conf 100%
No tools (remote session, admin UI, firmware check, KB) used or referenced despite issue being password reset.
T3 Not Met No misinformation conf 100%
Agent provided no technical instructions or recommendations; therefore no technically accurate guidance delivered.
Communication
C1 Not Met Clear & professional language conf 85%
Interaction lacked clear framing, expectations, or structured transitions; agent used vague language ('let's proceed medications further').
C2 Not Met Confirmed understanding conf 85%
Agent spoke in confusing manner, did not confirm understanding, and did not adapt language to customer's difficulty reading label.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; instead suggested customer call back without attempting a solution.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline set; only vague 'call back then' offered.
O3 Not Applicable Closure confirmation conf 80%
This was the first contact; there was no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent chose not to escalate despite providing no resolution or proper troubleshooting, which is an inappropriate escalation decision.
E2 Not Applicable Escalation prep & handoff conf 80%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered no apology or empathy for customer's frustration and repeated difficulty.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace; communication remained unclear and did not re-engage the customer.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat information and told to obtain a magnifying glass, adding unnecessary effort.
Call Transcript20 turns · 22 lines
Speaker 1
on the Internet. I haven't had a problem like this for a while. Somewhere or other it got disconnected, and I don't remember what the password is because it's been years since I've used it. [silence]
00:00
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Oh, okay. So just to make sure Gary to write, sir. And, um, you forgot your Wi-Fi password, don't right now you can.
00:00
Speaker 1
That's right. I got the Lynx system here. It's blinking and... I don't know what the next step is. [silence] I've used it, and for some reason, I got disconnected. Now, I can't get back on because I don't remember the password. [silence] So, it's been working perfectly for years. Now it's not. It's been so long ago. I don't remember the password. And so now, I'm stuck. [silence]
01:00
Speaker 2
you're unable to connect to the Wi-Fi again. alright uh just a moment uh by the way sir uh can I confirm uh you've mentioned that you haven't used this router for a couple of years. sir oh uh-huh okay. mm-hmm yeah, okay. alright, uh let's proceed medications further. Let me just run some very
01:00
Speaker 1
Okay. Donald Lunda. L-U-N-D. Yes. Lunda, L-U-N-D. No, L-U-N-D. L-U-N-D, yes. Yes. Don L-U-N-D. at ME.com. There's two L's in a row. Don L.-L-U-N-D. at ME.com. Yes.
02:00
Speaker 2
Donald. I'm sorry, what's your last name? Uh, that's W-O-N-D Lund. Oh, okay. All right. That's Donald Lund. All right. How about your email address for Donald? All right, so that's don llund at me.com. Got it. Thank you so much for that one. And, uh,
02:00
Speaker 1
on the router? Where do I find that? on the bottom? the device? uh okay. Let me look. Yes. Well, let's see. There's a number eight seven zero four nine two nine nine.
03:00
Speaker 2
Ah. Now can you provide me the model number and the serial number of your linksys router? Yes. The model of the router, uh, you usually, uh, usually you can find it underneath the linksys device. Yes, underneath the device. I'm sorry, I'm sorry. Uh, can, can you repeat that one? Is that the serial number?
03:00
Speaker 1
0, there's like a... two barcodes and a number. The number under the two barcodes on the third line is 87049299. Then it says linksys. Then underneath that it says linksys 18721. Then it says something like TWSX18HDYF... Net... Net... Network name is... Net... Network name is Coco...
04:00
Speaker 2
sorry, that's 8 7 0 4 is that all? what else? what else can you see there? [silence]
04:00
Speaker 1
The password is sunshine 2473. Oh no I haven't. So I'll actually be on the computer and it'll last for it. What? Well, it says TW.
05:00
Speaker 2
Have you already tried using that password? Um, can you find the, uh, S for Sierra N for November? Can you find that underneath the device? Under the techniques router?
05:00
Speaker 1
SXN BBY FD or something I'm looking at the wireless where I link this router looking underneath it the network is called Coko the network is Coko and the password is sunshine2473 okay oh well let me get a magnifying glass I need a magnifying glass Very much magnifying last year. I guess I'm not very well prepared. I can't find a magnifying glass right now. I can't really see exactly what it says. Underneath the device, I had written things like network was called Cocoa. The password was sunshine2473 with a capital S on the sunshine. network name is cocoa password: sunshine2473. It has a link says one eight seven two one.
06:00
Speaker 2
Okay, um, uh, how about this one, sir? Was there like any, um, text located on the top of the device?
08:00
Speaker 1
Is- there's a model number I guess. It's got those barcodes. It says link spells either one six seven two one or one eight seven two one. The network it was set up was called Cocoa with a capital C small o small C small o. The password was sunshine 2473 and the S on on the first S on sunshine was a capital. Cocoa was the network. Sunshine 2473 was the password.
09:00
Speaker 2
What's the mark? [silence] I think that's the default WiFi name you're giving me. [silence] Was there any other information? [silence] [silence] Yes, sir. [silence] I understand that. [silence] But, [silence] uh, I may not be able to check your.
09:00
Speaker 1
Okay. Uh, it's so small I can hardly read it. So I'm trying to find a magnifying glass so I can read it. Yes.
10:00
Speaker 2
Alright, to find the serial number of your router. Alright, just take your time, sir. Try looking for the magnifying glass.
10:00
Speaker 1
Maybe I should call back after he's done all these phoning. Okay, thank you. [silence]
11:00
Speaker 2
Oh, okay, sir. No problem. Just give us a call back then. All right, sir.
11:00