V2 Rubric Detail — f1333d82-6f6d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 01:42
Duration
7m 52s
Contact
Kathy Quill
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp1.07/5
Overall26.6% (-29.4)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, skipping essential steps like router login or Recovery Key use. Despite the device being out of warranty, best-effort support was not fully provided before defaulting to paid service. The interaction lacked structure, empathy, and effective communication, leaving the customer to self-resolve — resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to connect devices; Wi-Fi password rejected. Agent did not collect model/serial, provided incorrect technical advice about Android QR code password retrieval, offered paid support, and emailed generic reset guide. Issue unresolved.

Troubleshooting Steps
  • Verified account details (name, email).
  • Informed customer that warranty had expired.
  • Offered paid-support session for reset.
  • Promised to email a generic reset/re-configuration guide.
Key Observations
  • Agent never asked for router model or serial number, which is required for accurate reset instructions per KB.
  • Paid-support was offered before confirming the ability to resolve the issue for free, despite the issue being a common KB-resolvable problem (forgot WiFi password).
  • Material KB Contradiction: Agent claimed scanning a QR code on Android can reveal Wi-Fi password — this is not universally supported and contradicts the KB (universal_password_login.md).
  • No actual troubleshooting steps were performed despite the issue being resolvable via KB guidance (local login to reset password using Recovery Key).
  • Agent failed to guide customer to check local login (http://192.168.1.1 or http://myrouter.local) to verify or reset password using Recovery Key.
Positive Highlights
  • Confirmed the router's warranty status clearly.
  • Provided the customer's email address and promised a follow-up email with instructions.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Missing collection of product model/serial number.
  • Premature upsell of $15 paid support without first attempting standard troubleshooting per KB.
  • Materially incorrect technical advice: Claimed QR-code password retrieval on Android is universally supported — this contradicts the KB and is misleading.
  • Failed to follow KB guidance for 'forgot WiFi password' — did not suggest checking local login or using Recovery Key.
  • Did not attempt to guide customer through local router access to verify or reset password, despite this being the primary KB-recommended path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the password issue; customer was directed to Google solutions and offered paid support without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped standard troubleshooting (e.g., forget network, DHCP check, Recovery Key) and jumped straight to factory reset and paid support.
R3 Not Met Correct resolution path conf 95%
Despite OOW status, agent failed to provide full best-effort troubleshooting (e.g., Recovery Key, admin login, password verification) before offering paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify root cause, ask about other devices, or isolate whether the issue was device-specific or router-wide.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools like router login (192.168.1.1/myrouter.local), Recovery Key, or connected device verification — all essential for password issues.
T3 Met No misinformation conf 99%
Agent correctly stated that default Wi-Fi credentials are on the label and factory reset restores defaults — factually accurate per KB.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no call framing, abrupt transitions, and lack of structure indicate poor call control and guidance.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple terms but failed to confirm understanding when customer asked 'What did you say?' — missed comprehension check.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the call and offered an email guide, but did not attempt full troubleshooting before pushing paid support.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next step: sending an email with reset instructions — specific, actionable, and time-bound.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact — continuity could not be established or broken.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not acknowledge customer frustration or express empathy for the ongoing connectivity issue.
X2 Not Met Tone & rapport conf 94%
Customer asked for clarification ('What did you say?') and agent responded with silence — no adaptation or rephrasing.
X3 Not Met Overall experience conf 96%
Customer was told to 'Google it' and not walked through reset steps — unnecessary effort imposed despite available guidance.
Call Transcript15 turns · 15 lines
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 please have your devices serial number and contact information ready if ununavailable kindly call back later for out of warranty product paid support option may be available depending on the issue
00:00
Speaker 1
Hi. [silence] Hi. [silence] Yes. [silence]
01:00
Speaker 2
I thank you for calling . My name is Raquel and how may I assist you today?
01:00
Speaker 1
Guess. So I'm having troubles with your router where it won't let me connect any devices to it. I'll type the password in exactly as it appears on the back of the router, but it will say password is incorrect.
02:00
Speaker 2
I see. So probably you have a customized Wi-Fi password before. And just to verify, does this used to work fine before or is there any changes on the router prior work? Mhm. And, solid. For that we don't have the records for password due to security reasons, for your security as well. And there's they have a computer that is connected wired going to the router.
02:00
Speaker 1
The computer that I was using was briefly ether netted to the router, but it didn't work, so I unplugged it. No, this phone is the only thing that's connected to the Wi-Fi. It is running Android. Yes.
03:00
Speaker 2
I see. Good. Because the only way to verify your Wi-Fi password since none of your devices is connected to the Wi-Fi, right? Nothing is connected? Uh-huh. Okay. So this smartphone that you have, is it running in Android or iOS? All right, you can have you checked the Samsung, I mean your Android phone if you're able to get and verify its Wi-Fi password. I think there is a QR code to check or that you can scan and then it will let you reveal the Wi-Fi password or let me check some settings. I'm not trained for some smartphone but let me just [silence]
03:00
Speaker 1
Hold on. What did you say? Sorry.
04:00
Speaker 2
[silence] if we're unable to like verify the WiFi password using that smartphone, the only ways to access the router settings and verify it from there. Or the worst scenario, if it's still unable to access the settings is to reset the router back to factory settings. [silence] if we're unable to like check the WiFi password using your smartphone, the other option is to log in into your router settings, verify the password from there, the wifi. And if it's still not, we're not able to like log in, the last resort is to reset the router back to factory setting so that it will use the default WiFi name and default WiFi password at the bottom.
04:00
Speaker 1
All right, how would I go about resetting it back to factory setting?
05:00
Speaker 2
okay, for the reset and reconfiguration. By the way, let me check your record here. I have the phone number you've registered here before. Okay. okay. okay. okay. okay. okay. All right, thank you. Let me check it. All right. I've got a record here in it's under name of Cassie Quill. Is this correct?
05:00
Speaker 1
Yes ma'am.
06:00
Speaker 2
and the email address here it's Kay Quil, that's Q-U-I-L-L 25 at gmail.com. All right, thank you so much. And upon double checking it here, um, the warranty and support of your Linksys router has expired. If you wish us, like here over the phone, to, to assist you how to reset and reconfigure your Linksys router, we actually do have paid support for out of warranty devices that will cost you $15, that's 1-5. If we're unable to um, fix the issue or determine your device is defective, no replacement or refund will be given. This is a one hour troubleshooting session. Would you like to avail this $15 paid support? All right. How about this for other option? I can send you an email instead how Transcribe this audio from the right channel.
06:00
Speaker 1
All right. Yeah, that's fine. All right, eat. All right. Let me, yeah, I'll see if, that'll, but all right, I'll Google it to see if it works. You too.
07:00
Speaker 2
how to reset your router and reconfigure its Wi-Fi.. I'll be sending that to K, cute, 25@ gmail.com. You can follow that guide, how to reset your router, and reconfigure it again. all right, and if you can check, you can actually Google as well like how to check Wi-Fi password on your Android phone using the brand, so that you can say, can identify what the password it's using.. all right. So, this is once again, Raquel. uh-huh.. okay. All right. Okay, that's great. This is once again Raquel. Thank you for calling LinkSys, and have a wonderful night.
07:00