V2 Rubric Detail — 08d3701c-602b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:35
Duration
11m 18s
Contact
Bobbie McCoy
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00131955
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership2.14/5
EscalationN/A
Customer Exp0.00/5
Overall19.6% (-36.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the issue, offering only an email with reset steps while deferring TV connectivity to the manufacturer. Despite accurate information about the E1200’s end-of-life status, no meaningful progress was made, empathy was minimal, and the customer was left without support. The interaction resulted in no resolution and high customer effort.

V1 Case Analysis

Customer cannot connect TV due to unknown Wi-Fi password on E1200 router; agent informed router is obsolete and will email reset instructions.

Troubleshooting Steps
  • Identified router model as E1200
  • Explained the router is end-of-life and unsupported
  • Offered to send email with reset and setup instructions
Key Observations
  • Agent never attempted to retrieve the Wi-Fi password via the router's admin interface (192.168.1.1).
  • No serial number or warranty status was collected despite the product being out-of-support.
  • Agent falsely claimed an email had already been sent on June 1, 2026.
  • Agent incorrectly stated that TV Wi-Fi connection support must come from the TV manufacturer, which is not required for basic Wi-Fi setup.
  • Customer expressed confusion and frustration multiple times, but agent did not adjust pacing or clarify steps.
Positive Highlights
  • Correctly identified the router model (E1200) from customer description.
  • Acknowledged the customer's frustration with the TV not working.
  • Provided a self-help path by offering to email reset instructions, which is acceptable for out-of-warranty support.
Agent Errors / Gaps
  • Did not verify admin access or retrieve the Wi-Fi password via 192.168.1.1 (correct URL per KB).
  • Failed to collect serial number or confirm warranty status.
  • Provided a false claim that an email had already been sent on June 1, 2026.
  • Did not give step-by-step reset guidance verbally or confirm customer capability to perform it.
  • Incorrectly stated that TV Wi-Fi connection support must come from the TV manufacturer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only offered to email reset steps and told the customer to contact the TV manufacturer; the TV still has no picture and no connection was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., reboot, check other devices, verify router LED status); agent immediately defaulted to email instructions without diagnostic effort.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified E1200 as end-of-life and offered best-effort support via email, but did not attempt on-call factory reset or password recovery steps that could have been feasible.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked only if TV sees Wi-Fi name and about password, without checking internet connectivity, other devices, or router status — no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., no attempt to guide customer to http://192.168.1.1 to retrieve password); relied solely on verbal description despite available self-service paths.
T3 Met No misinformation conf 96%
Agent accurately stated E1200 is obsolete, support discontinued, and Linksys cannot assist with third-party TV setup — all factually correct per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure: no clear framing, poor transitions, agent repeated information and failed to maintain control as customer became frustrated.
C2 Not Met Confirmed understanding conf 90%
Agent misgendered customer ('ma'am'), used non-adaptive language, and did not confirm understanding or adjust for customer's distress and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent deferred TV setup entirely to manufacturer and offered no direct resolution path; ownership ended at sending an email.
O2 Met Proactive follow-through conf 89%
Agent committed to resending email and advised customer to check it within five minutes — specific next step with timeline provided.
O3 Partially Met Closure confirmation conf 85%
Agent referenced prior contact and email history but did not leverage specific past steps, leading to redundant questioning.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was out-of-scope (TV setup), not a hardware fault requiring RMA or technical escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Minimal empathy expressed ('I understand how frustrating'), then quickly shifted blame to TV; tone became dismissive and transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s emotional state or pace; continued with scripted responses despite customer’s visible distress and confusion.
X3 Not Met Overall experience conf 93%
Customer required to wait for email, repeat actions, and seek external help; no effort to reduce steps or resolve during call.
Call Transcript18 turns · 20 lines
Speaker 1
Yes. My name is Bobby McCoy. I've been out of TV all week. I haven't been able to watch it.
00:00
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.links.com. Please have your device serial number ready. For assistance, press one now. For out-of warranty products, paid support may be available. Depending, 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. [silence] Thank you for calling linksys. This is El, how can I help? [silence] [silence]
00:00
Speaker 1
I've been calling all week. Mm-hmm. that be two emails on there. I don't know. It's Bobby McCoy 86@ gmail.com.
01:00
Speaker 2
okay ma'am, let me just um, have you, is this your first time contacting links is or you've been calling before? okay, let me check if I can pull up any records here for a while, okay? So yeah, there's actually a record here on file. Maybe you can confirm the email since I believe you already provided me your first name and last name. Thank you so much. And this is your best callback number in case the call get disconnected, the one that ends in 2-4-6-6. Okay. So you have ma'am a router E 1200, right? This is your current right a router right now? Okay. So you've mentioned you don't have a TV all week. Um, aside from the TV, are there any other devices that's currently connected to your Wi-Fi router? [silence] Okay. Um, Okay. I understand ma'am how frustrating that is um that it don't have any connection with the TV. However,
01:00
Speaker 1
It needs, it needs to pass word and everything we said because it told me it was wrong. I can't. That's why I'm calling. Yes, I am.
03:00
Speaker 2
where we have to properly isolate it first as to what's the reason why your TV has a not have any internet connection for it to supposed to work. Sorry, you reset your password or no? Sorry, ma'am. For this one, for the E1200. You're referring to the Wi-Fi password, right? Okay. So, you can see the Wi-Fi name on your TV, right?
03:00
Speaker 1
I can't see anything right now because the damn picture won't even come in. I can't. I. You said connect, uh, you said connect uh.
04:00
Speaker 2
Okay, so we have for this one, so first things first, we need to make sure that the Wi-Fi name is showing on the TV. So that's the time that we can enter the password. Second is if your TV can if you can see the Wi-Fi name of the linksys and then it's asking for a password. If we don't know the if we don't know the Wi-Fi password, our options for that one ma'am is to either connect a computer directly to the linksys and then access the interface or settings of the router so we can check what is the Wi-Fi password or if we sorry, let me finish.
04:00
Speaker 1
computer to the TV.
05:00
Speaker 2
No, not connect a computer to the TV. What I said is connect a computer directly to the linksys router to access the settings of the router. So we can see what is the password that you have associated with the Wi. However, if we don't have that option, our last resort is to reset and then set up again the linksys router that you have, so we can use the default Wi name and Wi password that you'll be able to see on the sticker, or you can create your own Wi name and Wi password so you can enter it on the TV. However, for this one ma'am, as I've mentioned, um for this, the linksys router that you have, the E1200, this is actually um one of our obsolete routers, which means that we already stopped supporting the end of life. [silence]
05:00
Speaker 1
I can't even get, I can't even get a picture now.
06:00
Speaker 2
units since July 7th of 2022. So I can only send an email to you on how you can do the reset and then set it up. So once you have associated a new Wi-Fi password to your Linksys router, you can then connect your TV. However, in terms of guiding you through the TV connection on how to connect to the Wi-Fi, we cannot do that one since we are not trained for third party devices. So you need to contact the TV manufacturer so they can help you on how to connect your TV to the Wi-Fi. So that is our option. So for the Linksys router, we can only send you an email on how you can reset and then set it up so you can associate a Wi-Fi password that you can use on your TV. I know I know it's
06:00
Speaker 1
what? soon. The TV is set. [ silence ] Tonsillis, no way, no way. They're not going to send somebody out here to look at this TV. I don't need anyone to help me out. I need... How can I do it?
07:00
Speaker 2
So you actually really need to talk to them again to help you out if they can send a technician over to at least check what's wrong with the TV. it will show up any pictures and then assist you how to connect to the Wi-Fi. That is the only... or do you have at least anyone that can help you out? Sorry, ma'am, but I also cannot help you out with the TV. We can only focus on the links is router and that is what I have already laid out with the links router and how you can get the password.
08:00
Speaker 1
How how do I do that? Because my phone won't let me do that. then me an email.
09:00
Speaker 2
You have to reset and then set up the links is router. However, in walking you. And that is the... And then the only option that I have for you is I can only send you an email step-by-step 'cause we already stopped supporting the unit on how you can reset and then how you can set it up. That is the only option, though, we have since we no longer support the E1200. If you don't know how. Okay. I have already... I have actually already sent it to you, ma'am. Um, around June 1 of 2026. So, I have already sent it to your email, but I will send it to you again. So, you need to follow these steps to reset and then set up your links is router. If you are unable to do it.
09:00
Speaker 1
I'm not giving him the water. I'm not giving him the other one, because I don't have any money to send me the email. Okay. What is your name? Elle. Okay.
10:00
Speaker 2
I think it would be best if you get a new router if the router has an issue where you can't associate any AirFFF password okay? But for the TV, okay I'll send it to your email again and then check your email after five minutes and then follow the steps so you can create a Wi-Fi password on your router, okay? All right, all right. Yeah, anything else? My name is El. Yes. All right and then if anything else with the TV, I think you really need to have someone to help you out with the TV so it will show pictures. Okay?
10:00