V2 Rubric Detail — f80e61b2-699c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:03
Duration
12m 2s
Contact
Stephen Kwasiayivor
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133612
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Changing Wi-Fi Password
⚠ 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
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.07/5
Escalation0.00/5
Customer Exp1.79/5
Overall23.7% (-12.3)

V2 Grader Summary

The agent partially attempted resolution by directing the customer to http://myrouter.info, but provided materially incorrect information about app support and used an invalid IP address. Key troubleshooting steps were skipped, no tools were used, and the agent failed to escalate or provide next steps. Despite some effort, the interaction lacked technical accuracy, ownership, and customer effort reduction, leaving the issue unresolved.

V1 Case Analysis

Customer unable to log into Linksys app/change Wi-Fi password; agent provided incorrect IPs (192.18.8.8.1, 162.1.1) before directing to http://myrouter.info, but failed to troubleshoot access or security warnings; no resolution.

Troubleshooting Steps
  • Collected model number (SPNM60) and serial number (72E4M2AF03154)
  • Collected customer contact information (phone, name, email)
  • Directed customer to invalid router access URLs (192.18.8.8.1, 162.1.1)
  • Directed customer to correct URL http://myrouter.info
  • Failed to address browser security warning or confirm Wi-Fi connection
Key Observations
  • Agent provided invalid router access URLs '192.18.8.8.1' and '162.1.1' — neither is a valid Linksys router IP [08:00].
  • Agent eventually directed customer to correct URL 'http://myrouter.info' for SPNM60 series [09:00], but failed to explain how to bypass HTTPS security warning.
  • Agent did not confirm customer was connected to the correct Wi-Fi network before attempting local router access — a critical troubleshooting step.
  • After access failure, agent did not troubleshoot basic issues (incognito mode, cache clearing, browser change) [10:00–11:00].
  • Call ended without resolution or clear next steps despite customer confirming failed attempts [11:00].
Positive Highlights
  • Correctly identified that SPNM60 series does not support the Linksys app and requires web browser access.
  • Collected complete case information: model, serial number, phone, name, and email.
  • Eventually directed customer to the correct URL 'http://myrouter.info' for SPNM60 series.
Agent Errors / Gaps
  • Provided incorrect router access IP addresses '192.18.8.8.1' and '162.1.1' — invalid formats and unsupported by Linksys routers.
  • Failed to explain how to bypass browser security warning when accessing http://myrouter.info via HTTPS (should instruct 'Advanced > Proceed').
  • Did not confirm whether the customer was connected to the correct Wi-Fi network before attempting router access.
  • Did not troubleshoot basic access issues (incognito mode, cache clearing, browser change) after initial failure.
  • Ended call without resolution or concrete next steps despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue; customer remained unable to access router or change Wi-Fi password despite attempted steps.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempted to guide customer to local UI via http://myrouter.info (correct for SPNM60), but initially gave wrong IP (192.18.8.8.1) and failed to troubleshoot browser security warning or connection issues.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed SPNM60 is not supported by the Linksys app — a factual error; should have directed to local UI or recovery key instead of dismissing app access.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (can't log in) and asked about device type and connectivity, but failed to confirm Wi-Fi association, admin password, or firmware status — key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., remote session, admin dashboard check); relied solely on verbal description despite need for direct verification of router reachability.
T3 Not Met No misinformation conf 97%
Agent stated 'SPMM 60 is not yet supported with the Lynx system app' — factually incorrect per KB; also gave invalid URL '192.18.8.8.1' instead of 192.168.1.1 or myrouter.info.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced self and attempted to gather info, but lost control due to repetition, confusion over serial number, and failure to manage transition to troubleshooting.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple language but failed to confirm understanding after steps; customer expressed confusion about browser warning, which was not adequately addressed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on call and attempted resolution path, but did not take full ownership by skipping known recovery methods (e.g., five-digit recovery key) and offering no fallback.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline provided; call ended without plan for follow-up or escalation despite unresolved issue.
O3 Not Met Closure confirmation conf 96%
Agent asked for serial number twice after it was clearly provided using phonetic spelling, indicating failure to use or document prior information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue was unresolved and agent made no escalation attempt despite clear technical blockage and customer frustration — warranted escalation was omitted.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be rated positively; agent did not initiate any escalation process.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and did not show impatience, but offered no empathy statements or acknowledgment of customer effort/frustration.
X2 Partially Met Tone & rapport conf 82%
Agent maintained steady pace but did not adjust communication when customer struggled with browser warning; missed opportunity to simplify or rephrase.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and model details multiple times; agent created unnecessary repetition and effort.
Call Transcript20 turns · 22 lines
Speaker 1
I'm sorry, this audio is not in English, and currently I can only support English. Is there something else that I can help with?
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. So. Hi, uh, yes, can you hear me, sir? Yes, um, thank you for calling Linksys. Uh my name is Dylan. And how may I help? Hello. Sorry, um, so your main issue is that you're unable to log into the Linksys app. Let me see. Um my name sir, what's the model number of your Linksys router as well as the service
00:00
Speaker 1
Uh, the model number. Yeah. S for Steven. P for pair. N for Naomi. M for Macy. 60.
01:00
Speaker 2
I'm sorry. Oh, I understand. what is your phone number? 0 4 1 6 0 0 6 0 alright, sir. uh, that's that's definitely the reason. why, um, well, this new model this SPMM 60 is not yet supported with the Lynx system app. so you can only uh
01:00
Speaker 1
So, how much would it like change my password and all that? Steven Curtis Avery, Yeah. Yeah Qa evel k kwasi A-Y I-V-E-R I'd. A-Y I-V-E-O R. A-Y yeah yeah at the end at the end ee uh can you spell the last one?
02:00
Speaker 2
uh can you spell it out for me please? I'm sorry, that's K, W, E, S, Y, or S, F, E, N. uh class ai, e, e, p, o, k, so that's K.
03:00
Speaker 1
IV for Victor. I believe Stevie Kershaw won. Number one at, um, number one at Umo. Number one at, yeah.
04:00
Speaker 2
asayaporove okay okay all right thank you so much for that one sir and how about your email address So that's your first name and last name and number one at uh at gmail.com okay thank you someone should it out
04:00
Speaker 1
72 E for Everett, 1-0 M for Melvin. Two Sigma A for alpha F. A for alpha F fofo finger 0 3154 one five full
05:00
Speaker 2
On sir and happy Hm part hum ms and right you can providing me the serial number of your linking router Jesus okay sir mm sorry sir you you caught up uh cut off there wasn't able to catch up mm hum Mm-hmm Okay. So, Let me just repeat. to the discuss the difference between the computer and are X One goest call this your it's placed not always checked it on stuff at twenty-thirty mm are out going in emergency ABC but find these.
05:00
Speaker 1
No, the alpha is singular, singular, the EF, the EXO foxtrot, alpha foxtrot. Yeah. One. Yeah.
06:00
Speaker 2
seven two echo four mike two alpha foxtrot zero three one five four. Okay. Thank you so much for that one. Okay. So, technical story, you just want, uh, you wanted to, um, change your Wi Fi password, right? That's your main issue. All right. And, uh, by the way, sir, how many, um, uh, SPM 60 do you have? Or how many nodes currently do you have? and I believe your Internet service provider is Community FABLAB.
06:00
Speaker 1
I don't have an iPad.
07:00
Speaker 2
Okay, thank you so much. Okay, so let me just finish up the record here. Just bear with me. Okay, sir, so for you to be able to change the Wifi password, is your phone or do you have a laptop that is connected currently to the Wifi? ipad. Okay, we can use your ipad. Okay, so just open your browser on your ipad and then on the address bar, you type in 192.
07:00
Speaker 1
Yeah, I would, that didn't do anything. It says the browsers... It says the browser's not... Thank you. Yeah. Yeah. Yeah.
08:00
Speaker 2
say 192.18, 8, 8, 1. Yeah, sir. And then uh hit enter. Okay. There you go. what's um is is the plugged connected to the Wi-Fi, to the lagest Wi-Fi? Okay, um okay instead of the 192, that 162.1.1
08:00
Speaker 1
Is that? Uhm. I mean the.com. It says, uh, it says, this connection is not secure. It may steal my personal Financial. It says the website may be impersonating. It may steal my personal info. Financial.
09:00
Speaker 2
http:// my router info yes sir then hit enter no.com sir just http:// my router info I'm sorry or it's there
09:00
Speaker 1
I've searched one. I typed in the. Yeah, I've done, I've done what you said. So, no problem.
10:00
Speaker 2
[KEEP_UNCERTAIN] Um, just to confirm with you, sir. Where did you type in the HTTP column ever, follow slash did you type it in on to the address bar or on the search bar? Okay. You type it in the address, bars. Uh not on the search bar. Yes, sir. sum sum. [silence] L sum. L U M T L sum. K. How was it, sir? I'm sorry you're cutting in and out. It's not working. Like, what's the error showing? Is there any option for you to continue, or is there an option for you to continue? No, no option for you to continue. I know what browser are you using right now. Do you have a Google Chrome on your iPad? Like a different browser.
10:00