V2 Rubric Detail — f1dfb45a-81eb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 14:29
Duration
6m 25s
Contact
816-564-6120
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137623
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up New system
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.0% (-28.0)

V2 Grader Summary

The agent partially identified the correct technical requirement (physical router setup for remote management) but failed to execute meaningful troubleshooting, provide actionable guidance, or take ownership of the case. The customer was left to call back later without confirmed resolution, resulting in an unresolved issue with gaps in diagnostic rigor, tool use, and call control. Technical accuracy was partially met per KB, but overall progress was insufficient.

V1 Case Analysis

Customer reset password but cannot access router settings or see home network in cloud account. Agent confirmed node appears linked in cloud dashboard but provided no verification steps. Customer will test setup and call back in one hour.

Troubleshooting Steps
  • Asked which account the password was added to
  • Checked cloud dashboard and saw node listed as connected
Key Observations
  • Agent failed to collect model or serial number — critical protocol gap for device-specific troubleshooting.
  • No verification that the password reset allowed successful login; relied solely on cloud dashboard presence.
  • Agent did not guide customer through basic login troubleshooting (e.g., using 192.168.1.1, myrouter.local, checking admin password, or confirming local access).
  • Conversation lacked structure and actionable steps, relying on vague explanations and a callback without clear troubleshooting guidance.
Positive Highlights
  • Polite and appreciative tone throughout the call.
  • Confirmed that the node appears linked to the customer's cloud account.
  • Set a follow-up action (customer will call back after testing).
Agent Errors / Gaps
  • Missing product model/serial collection — critical protocol failure.
  • Did not confirm that the customer could successfully log in after the password reset.
  • Provided no concrete troubleshooting steps for login or access issues.
  • Failed to guide customer through local access methods (e.g., 192.168.1.1, myrouter.local) as outlined in the KB.
  • Did not verify or explain the difference between router admin password and cloud account password.
  • Ended call without confirming any resolution or providing clear next steps beyond a generic callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm the issue was resolved; customer stated 'I will call back uh in about an hour' indicating ongoing confusion.
R2 Not Met Diagnostic thoroughness conf 94%
No diagnostic steps were taken beyond explaining the need for physical router setup; agent relied on customer-driven troubleshooting without guiding the process.
R3 Partially Met Correct resolution path conf 87%
Agent correctly identified that remote management requires prior physical router setup (per KB), but provided no actionable path to complete it, leaving the customer to determine next steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask diagnostic questions or identify root cause; assumed setup state without verification despite customer mentioning password reset and connectivity issues.
T2 Not Met Appropriate tools / resources used conf 93%
No tools, KB references, or diagnostic steps were used; agent relied solely on general explanation without leveraging available resources like linksyssmartwifi.com or recovery key guidance.
T3 Partially Met No misinformation conf 90%
Agent correctly stated that physical router access is required before remote management (supported by linksys_cloud_account.md), but provided no specific instructions or KB-backed details.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow and responded to input but failed to set expectations, frame the interaction, or guide troubleshooting; customer expressed confusion about next steps.
C2 Partially Met Confirmed understanding conf 86%
Agent used a conversational tone but did not confirm understanding or adapt messaging (e.g., no verification of customer's grasp of 'physical router setup' requirement).
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent deferred resolution to a future call ('call back in about an hour') without taking ownership, committing to follow-up, or retaining case context.
O2 Partially Met Proactive follow-through conf 89%
Agent accepted customer's self-proposed next step (call back in an hour) but did not define specific actions, assign responsibility, or set a realistic resolution timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was the first interaction per transcript and Assessment 4 (case_history_applicable=false).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation occurred, and the issue (password/reset and cloud account linking) was within L1 scope; no valid escalation triggers present.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite and responsive but did not proactively acknowledge customer frustration or effort; positive feedback originated from customer, not agent empathy.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer's informal tone but failed to check comprehension during critical explanations (e.g., 'physical router setup'), leading to unresolved confusion.
X3 Not Met Overall experience conf 91%
Customer had to initiate next steps and plan a return call, indicating unnecessary friction and increased effort due to lack of clear resolution path.
Call Transcript10 turns · 11 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links is specialist. Will James. Uh, [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay, got it.
00:00
Speaker 2
also Hey, how you doing? Okay. So let me see here. I reset my password I'm sorry. I hung up from you. Uh, my friend called me on the phone and I sent him to voicemail. Then he called me right back and I switched over and said, Hey, I'm on the phone. I gotta call you back. And he hung up really quick and so I hung up on you. Hey. All right. So let's log in here. Save the password. Yes. Okay. So we got that, that, that, that. Let me do this. A. And
00:00
Speaker 1
Mm-hmm. Where did you add it? Which account did you add it to? Uh-huh. Okay, so yes, you added it to your account.
01:00
Speaker 2
[silence] Okay, let me try this again. Manage your password. So, it let me change it. Okay. And I'm trying to log in now. Getting router settings. Say, we found a new network. Okay, it just says we found a new. So, add it to my account, correct? Yes. Okay, enter the router password.
01:00
Speaker 1
You're welcome sir. Yeah, just leave it loaded. Yeah, I can also see here your node connected to your account now. Yes.
02:00
Speaker 2
Oh my gosh, we're going to be getting this figured out. You are so nice and so wonderful. I appreciate your help. Okay, get notified connectivity issues allow allow. Okay. So no devices are connected to your Wi-Fi. Okay, what's going on here? Okay. And I used special Thanks SunCityinc.com. Okay, and I'm going to go in my password program and add all this information. Let's see here.
02:00
Speaker 1
Yeah. Because your home was not yet set up, so you need to be on a physical router first to add the network on your home so that you can manage it remotely even if you're far away from home. Yeah. Yeah. Yeah. Yeah.
03:00
Speaker 2
[KEEP_UNCERTAIN] All right, we got that. There. Okay so right now this shows my work but I can't see my home. Okay so when I, okay so cool. So this is my work and that's that. Then the next then when I call back then we can do that. Let me see here, what is this? Display divider
03:00
Speaker 1
Um, it, as I've said earlier, it depends on your setup here, because there are setups that especially for device, uh, you can, you need also to consider the devices that are connected to your network, because, um, some devices just wanted to connect to 2.4 only, and if we combine them, other devices won't work. So, it really depends on customer's situation or setup, which works best for them, yeah. Mhm.
04:00
Speaker 2
Okay, so here, my, my Wi-Fi is better now. So there's no, so you say the advantage, there's, is there an advantage to combining them or you think that's bad? Oh, really? Okay. I see. Okay. Well, that'll work. That's good to know. All right. So let's see which Wi-Fi am I connected to here. Okay, so I'm connected to that. That works good. Okay. So I guess now um, I'm going to log into my system here, see how it's all set up so I can go home and mimic it at home. And then I guess I'll just have to call back. Okay. Okay. Okay. Sounds good. I will do that. I appreciate your help and I will call back uh in about an hour. You too. Bye-bye.
04:00