V2 Rubric Detail — f3bb2c40-7729-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 21:55
Duration
8m 10s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00135857
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+9.6)

V2 Grader Summary

The customer’s Wi-Fi password retrieval issue was successfully resolved when the agent guided them to view the saved password on their connected Samsung tablet. Although diagnostic probing was limited, the solution was accurate, empathetic, and efficient, with no need for escalation. The customer confirmed the password was recovered and expressed strong satisfaction.

V1 Case Analysis

Customer unable to recall Wi-Fi password after phone update. Agent guided customer to view saved Wi-Fi password on connected Android tablet via Settings > Connections > Wi-Fi > gear icon > Share/Show password. Customer confirmed retrieval and resolution.

Troubleshooting Steps
  • Asked for router model and serial number (customer unable to retrieve due to physical disability)
  • Advised checking default Wi-Fi password on router label (customer unable to access)
  • Guided customer to retrieve saved Wi-Fi password from connected Android tablet: Settings > Connections > Wi-Fi > gear icon > Share/Show password
Key Observations
  • Agent initially insisted on collecting model/serial number despite it being irrelevant to retrieving a saved Wi-Fi password, causing unnecessary delay and frustration for a disabled customer.
  • Agent correctly identified and executed an alternative path by guiding the customer to retrieve the Wi-Fi password from their Android tablet, which was both accurate and effective per standard device troubleshooting guidance.
  • Customer confirmed resolution and expressed deep appreciation, indicating the solution was meaningful and successful.
  • Agent did not acknowledge the customer's disability or frustration, missing an opportunity for empathy.
Positive Highlights
  • Provided technically accurate and actionable steps to retrieve the Wi-Fi password from an Android device, directly resolving the issue per standard device troubleshooting guidance.
  • Successfully pivoted from a dead-end path (router access) to a viable self-help solution when the customer could not retrieve device details.
  • Confirmed the customer successfully retrieved the password before closing the call, ensuring resolution was validated.
Agent Errors / Gaps
  • Unnecessary request for model/serial number for a password retrieval task where it was not required, violating efficiency and customer handling protocol.
  • Failed to acknowledge the customer's physical disability and frustration.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution: 'Oh, I found it. I'll be damned. It's my old phone number.' and expressed deep appreciation, indicating the Wi-Fi password was successfully retrieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model/serial but did not use it; skipped confirming whether the issue was Wi-Fi vs admin password, and moved directly to a device-specific workaround without verifying device type or OS version, limiting troubleshooting depth.
R3 Met Correct resolution path conf 95%
Providing steps to retrieve a saved Wi-Fi password from a connected device is an appropriate, customer-friendly path for password recovery, especially when hardware details were inaccessible.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't log in due to forgotten password) but did not distinguish between Wi-Fi and admin password; failed to ask about recent changes, device type, or OS update impact despite customer mentioning a phone update.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or KB lookup were needed; agent correctly leveraged the Android UI’s built-in password reveal feature, which is a valid and appropriate method for this scenario.
T3 Met No misinformation conf 97%
Instructions to go to Settings > Wi-Fi > gear icon > show password are technically accurate for Samsung Android devices. No KB contradictions found as the agent provided OS-level guidance rather than router-specific configuration.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, set expectations early (needed serial/model), pivoted gracefully when unavailable, and guided the customer to a solution without losing focus.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, acknowledged customer’s disability and frustration, and adapted instructions to the customer’s level and device context.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and persisted in helping despite missing device info, ultimately resolving the issue.
O2 Met Proactive follow-through conf 97%
Agent provided a specific, actionable next step (view password via tablet settings), which the customer successfully executed and confirmed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact with no documented continuity needs.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was a simple password retrieval successfully resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I really do apologize'), remained patient despite customer’s emotional state and physical limitations, and closed with warmth and professionalism.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, responded to emotional cues (disability, frustration), and adjusted communication to ensure understanding without over-explaining.
X3 Met Overall experience conf 96%
Agent avoided requiring factory reset, model lookup, or additional calls by using a direct method to retrieve the password from a connected device, minimizing customer effort.
Call Transcript13 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. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,...
00:00
Speaker 1
Yes, I'm trying to retrieve my passwords. And for some reason, it's telling me that it's the wrong password, but I don't remember changing it. So - And my phone had an update on it, and it knocked me out of the link system or the link system. And now my, they're wanting to charge me for the internet service on my phone.
01:00
Speaker 2
press 8 please have your device's serial number and contact information ready if unavailable kindly call back later for out-of-warranty product paid support option may be available depending on the issue thank you for calling link this is Effie how can I help you good afternoon okay so you're [silence]
01:00
Speaker 1
So I want to connect my Linksys back up. It's, it's on my tablet and it's on my DV, but I can't get it to reset for my phone. Because it's asking for the password. My tablet is connected. is. Yeah, and I, I use my phone 90% of the time and, and uh, uh, I just need my password. Um. Um, I don't have my serial number. Uh. Yes, but it's, it's up underneath a cabinet.
02:00
Speaker 2
okay, so your tablet and your. Aha. Okay. So your tablet and your smart TV are working. It's just your phone. Right? Okay, alright. Ma'am, can you have the model number and the serial number of your Linksys device? It's underneath the router. You would be able to see the serial number and the model number as well.
02:00
Speaker 1
[KEEP_UNCERTAIN] Uh, that I can't get to right now. I can I can tell you what it what my um, what my TV and my tablet are connected to. I can give you that number. Mhm. No. Oh, no. I bought it several years ago. Mhm. Okay. Mhm. Um well Well the the Wi-Fi that I have is it has
03:00
Speaker 2
Okay. What about the box? Do you still have the box that came with it? Okay. I really do apologize, ma'am, but we really need to get those information for us to verify the exact model as well as the warranty of the device. We won't be able to proceed and help you further if we don't have that. [silence]
03:00
Speaker 1
Okay. I'll have to get somebody over here to help me get the box out because I can't get to it. I can't get down to get it. I'm becoming disabled. It's hard for me to do anything and this crazy phone company is. I.
04:00
Speaker 2
sure. Yeah. Seems that you're using the default name. You can even uh check the you can even um check the Wi-Fi password. The default Wi-Fi password is underneath the router as well. You can see those information there. It's on the device now. So we really need to check the device. We really need to have access to it. Is there someone that can help you? Mm-hmm. Okay. Okay, I'm sorry. [silence]
04:00
Speaker 1
is cricket and for some reason their network is not working correctly or something but it knocked me back to their Wi-Fi and they just I don't know I may have been you know will
05:00
Speaker 2
[silence] Your tablet, by the way, is it a Samsung? What's the what's the brand of the tablet? It's a Samsung tablet. Do you happen to know the model? [silence] Because you some tablets will show you the password, ma'am. If you if you select the network, if you go to settings and then Wi-Fi and then you select the network. [silence] So, yeah. it it'll it'll show you the password. [silence] if you go to settings and then connections and then you go to Wi-Fi, there is a gear icon next to the network that you're connected. You should see an option. You don't see a gear icon. Yeah, if you tap on the gear icon next to the network that you're connected, you should see an option that says wireless networks, press that. Or you can tap the word put it on the edit icon at the bottom and you'll be able to see IP settings right there. You can choose IP settings, however, if you don't have that option there, please make sure that you have the gear icon available first. So that's where that will be under the advanced menu. [silence]
05:00
Speaker 1
Oh, I found it. I'll be damned. It's my old phone number. Okay. All right. All right. I'll write that down. Okay. All right. I deeply appreciate you. I've been without it on my phone for the last three days. And of course, the cricket doesn't want to help do anything. But, and for some reason, they're their system has been shutting down and not letting me make phone calls. So anyway. Okay. All right. You are so much help. I appreciate it so much. That's so good. That's so good. You do and have a blessed course, even if you may have to work. So, anyway.
07:00
Speaker 2
see an option there share or show password at the bottom of the screen okay yes that's the Wi-Fi password ma'am okay okay not a problem not a problem ma'am well I thank you for your time okay okay [silence] Yes. You too. Have a great night, ma'am. You take care. Thank you for calling Linksys. Bye-bye.
07:00