V2 Rubric Detail — 097da7fe-821c-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 20:13
Duration
11m 13s
Contact
985-687-3796
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137704
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.8% (-45.2)

V2 Grader Summary

The agent failed to resolve the smart TV connection issue through inadequate troubleshooting (no router diagnostics, legacy-device omissions) and dismissed the customer to self-help after citing out-of-warranty status, violating best-effort OOW standards. Communication lacked structure, empathy, and effort reduction, resulting in unresolved customer frustration. Technical accuracy was partially maintained (password case-sensitivity) but critically undermined by missed diagnostic steps and tool non-use.

V1 Case Analysis

Customer unable to connect Vizio TV to Wi-Fi; router model E5600 is end-of-support. Advised to verify Wi-Fi password, reset TV network settings, and consult support.linksys.com for self-help resources.

Troubleshooting Steps
  • Collected router model (E5600) and serial number (37637C10M17 802033)
  • Confirmed end-of-support status for E5600
  • Advised customer to verify Wi-Fi password via router settings
  • Suggested resetting TV network settings
  • Directed customer to support.linksys.com for self-help
Key Observations
  • Agent correctly identified E5600 as end-of-support and clearly communicated support limitations
  • Provided accurate self-help path: verify password, reset TV settings, use support.linksys.com
  • Long silences and inefficient information gathering reduced call efficiency
  • No attempt to guide customer through accessing router UI to confirm SSID/password, despite advising it
  • Support URL 'support.linksys.com' was correctly provided and not hallucinated
Positive Highlights
  • Accurately collected and recorded router model (E5600) and serial number (37637C10M17 802033)
  • Correctly identified E5600 as end-of-support and clearly communicated that technical support ended June 11
  • Provided correct and relevant self-help resources: support.linksys.com and the AI tool
  • Set accurate expectations by explaining scope limitation (not trained on smart TVs) and directing to manufacturer if needed
  • Maintained professional tone and closed the call appropriately
Agent Errors / Gaps
  • Inefficient call flow with repeated requests for model/serial and long silences
  • Did not guide customer through accessing router settings to confirm Wi-Fi credentials, despite advising it as a step
  • Failed to ask if the TV supports 2.4 GHz or if it was attempting to connect to the correct band
  • Did not suggest checking router security mode (e.g., WPA2 vs WPA3), which could block older devices

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent directed customer to self-help website and TV manufacturer without resolving the TV-connection issue; stated 'we're not technically trained for your smart TV' and focused on out-of-warranty status.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent verified Wi-Fi password correctness and suggested reconnecting, but did not guide through router login, credential verification, or legacy device-specific troubleshooting steps (e.g., 2.4GHz band check).
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status and offered KB/AI tool, but prematurely dismissed TV-side troubleshooting and did not conduct meaningful best-effort diagnostics (e.g., no router setting guidance), falling short of OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process for legacy device: did not probe band compatibility, security protocol (WPA2), or verify settings via router admin despite having model/serial; relied on generic password check.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (router admin page, remote session, diagnostics) were used despite appropriate opportunity to verify SSID/password or adjust settings for legacy device; agent guided customer only verbally without evidence-based confirmation.
T3 Met No misinformation conf 95%
Agent correctly stated Wi-Fi password is case-sensitive and that working devices indicate router functionality, aligning with KB documentation.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences occurred; agent repeatedly asked for same information (name, email, model) without using provided data, failed to set clear expectations, and lost control when customer expressed confusion ('I don't know nothing what you talking about').
C2 Not Met Confirmed understanding conf 85%
Agent used generic technical language without adaptation to customer's evident confusion, did not confirm understanding after key instructions, and ignored repeated requests for clarification ('I don't know nothing what you talking about').
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent handed customer off to website/AI tool after minimal effort, took no ownership of resolution, and did not attempt further troubleshooting within support scope despite customer frustration.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline provided beyond generic 'visit support.linksys.com'; no follow-up commitment or action plan established, leaving customer directionless.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior history; no handoff context required or case continuity gaps observable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted — issue was within standard support scope despite OOW router status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed, so effectiveness cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered scripted apology but did not sincerely acknowledge customer's frustration or repeated issues; remained detached and failed to validate emotional state ('I don't know nothing what you talking about').
X2 Not Met Tone & rapport conf 85%
Agent maintained tone but used one-size-fits-all responses without adjusting to customer's confusion, pace, or emotional state; customer remained disengaged and confused throughout.
X3 Not Met Overall experience conf 90%
Customer repeated name, email, model, and serial number multiple times; agent failed to use already-provided information, forcing unnecessary repetition and creating avoidable friction.
Call Transcript20 turns · 22 lines
Speaker 1
Yes, I was trying to connect my TV, it's not, my Visio home TV. Yes. I don't think so.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is Abby. How can I help you? [silence] Okay, so you're trying to connect your home TV to your network. Okay. Uh, so, uh, have you called Linksys before, ma'am? Okay. [silence]
00:00
Speaker 1
You know, my name is Irma Wilson. Irma, I-R-M-A, Wilson. Irma, Irma, I-R-M-A, Irma. Curtis, C-U-R-T-I-S, I-R-M-A, Gmail.com. Curtis Irma@gmail.com.
01:00
Speaker 2
Ron sellers? Oh, I'm sorry okay maybe I just I pulled up the wrong um ticket number okay um yeah let me just create a record I'm sorry can I have your name again ma'am. Bhuma Wilson. oh ama and your email address, ma'am? at gmail.com, so that is again Curtis Rima at gmail.com owed sorry how do you spell
01:00
Speaker 1
na-amah. Oh. erma. Yeah, erma. Yuck. uh. I don't know this area. I think you get a number. Okay. 0203-3-5G. Is that it? Okay, let me see. Would be on the, it'd be on the box.
02:00
Speaker 2
Irma, I'm your speaker. Irma... A-I-R-M-A, right? Okay. Okay, ma'am. Can I have the model number and the serial number of your links the device? I, sorry. Sorry. [silence] [silence] Uh, serial number. It should say S-S-N. It's underneath the device, ma'am. Let's look at the uh, the the device, the links router, the heart. [silence] [silence] [silence] model number, PCM N-H-L-E-A-N. [silence] Ma'am, thank you for waiting. Is there by any chance a model number behind the device? Uh, yes. It is. [silence] MN H... [silence] D-H, man. [silence] [silence] [silence] Okay. Ma'am is it possible to plug another LAN device and see if you are able to get the internet connection? [silence] Yes, I'll be here in a moment. Okay, thank you. [silence] [silence] I'm just going to look for a laptop then. All right. Is there any other device that have you want to try ma'am? [silence] I have a laptop, ma'am. A laptop, okay. Buh, you can just test it. Uh, can you give me a moment please? Um, [silence] [silence] [silence] [silence] Can I have the [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] The laptop, ma'am. Swew your device. [silence] Okay. Then um... [silence] [silence] [silence] Ma'am, are you able to see the internet? [silence]
02:00
Speaker 1
Okay, hold on. Because all the rest of the television are working, so I don't understand why this one Vizio is not working. I tried it, but it wouldn't go through. But I got other Vizio TVs, television and they working. Okay. I didn't did, I didn't went through the whole thing like they told me to go through and it just not connecting.
03:00
Speaker 2
Yeah, maybe there's a need for you to reconnect to the network, ma'am, because [silence] other wireless devices are working just fine, so [silence] it doesn't not have to do with a link. There's a need for you to check on the settings of your [silence] TV.
03:00
Speaker 1
not connected. dis- connected, that's what it is disconnecting. Oop, the password. all over the same. Yep, I got the password. Now I'm right. So you said I might need to use it. Well, I got the password, so I don't know why it's not connecting. Cause it say connect your TV, view the use your manual on your TV, quaiza internet connection. I'm trying to do that, but it won't go through.
04:00
Speaker 2
What is the uh error message when you try to connect? It says not connected? Silly the password is not right. Make sure that the password Wi-Fi password is correct. You want Wi-Fi password is correct. Mhm. Okay. All right. Uh Ms. Wilson. Um can I have for the model number and serial number of your Linksys. So I would be.
04:00
Speaker 1
You said it'll be on our teeth on the um bop on the thing. It'll be on the ox. Okay, let me get my glasses. Cause I sure can't see that. It looks bigger right? Okay, it's saying uh. [silence] the model, you say the model number or serial number? Okay, I guess, um, oh, the serial number is 37637C10M17 802033. And I guess the model number is, um, E5604. Okay, well, spectrum. Mm-hmm. [silence]
05:00
Speaker 2
model and serial man okay okay so it's e5600 all right and who is your internet provider man spectrum
06:00
Speaker 1
Yeah. Okay. I definitely do know how to do. Uh-huh.
07:00
Speaker 2
Okay, miss Wilson. Yeah, so as I've mentioned earlier, ma'am, yeah, there's a need for you to. I understand that you're sure of the Wi-Fi password, but you need to verify that by accessing the router settings to make sure that you get the right one because the password, Wi-Fi password ma'am, is case sensitive. So, other wireless devices right now are working fine. So, it doesn't have to do with Linksys router, okay? So, if you have the Wi-Fi, if you have the wireless name as well as the Wi-Fi password, you can actually go to the settings on your TV. Go to network and try to reconnect to the network if you know how to do that, ma'am. If you're having trouble, if you're really having trouble connecting, maybe there's a need for a for [silence]
07:00
Speaker 1
[silence] Mhm. I can see. Uh-huh. No, no, no. [silence]
08:00
Speaker 2
for you to reset the network settings and try to reconnect again. Okay. Okay. If you're really having trouble doing that, then you may try contacting your your your TV manufacturer. Yes, perfect. We're we're actually not technically trained for your smart TV, ma'am. What we can only do is to give you the Wi-Fi information, okay? Usually with the smart TV, only as long as you see the network, you're able to see the network there when you view the when you view the networks, right? On your TV. Yeah. So once you see the network, yeah, you should be able to connect to that. But you mentioned that it's not connecting. So probably, yeah, um, I don't know if it has something to do with a Wi-Fi password. So you need to verify that. Make sure that you put the correct
08:00
Speaker 1
[silence] I don't know nothing what you talking about. So so so all the time I just call y'all back when I need some help. I don't know nothing about what you talking about.
09:00
Speaker 2
rack Wi-Fi password. And Ms..Wilson just to set your expectations ma'am this Linksys router E5600 ma'am is already out of warranty it's even one of our and of life routers um the technical support for this router already ended June of this year. Okay June 11th to be exact of this year. So, what we can offer Ms..Wilson is our website which is support.linksys.com. You will find articles and how to access the router page and verify the settings from there. You can also take advantage of our AI tool at the bottom right now. Yeah.[silence]Yeah. Yes. But yeah, I'm as I mentioned[silence]
09:00
Speaker 1
Okay. Yeah, you told me that. why didn't tell me that mm-hmm? Okay. Okay. All right. Thank you for your time. You have a good day. You too.
10:00
Speaker 2
Okay, thank you for your time, Ms. Wilson. This is Abby again from linksys. Have a great day now. Bye-bye.
11:00