V2 Rubric Detail — 09841be6-70a8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:10
Duration
8m 25s
Contact
Thomas Mcgarvey
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134770
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device cannot connect_MX4301
⚠ 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
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall59.5% (+3.5)

V2 Grader Summary

The agent correctly followed out-of-warranty protocol by offering paid support or a free email guide, demonstrating ownership and clear communication. However, no actual troubleshooting was conducted — no diagnostic questions, tool use, or resolution attempt — leaving the core issue unresolved. The lack of technical engagement results in a failure to meet R1, R2, T1, and T2.

V1 Case Analysis

TV and smartphone unable to connect to Wi-Fi; warranty expired; offered email with band-separation steps; customer declined paid support.

Troubleshooting Steps
  • Asked for router serial number (not provided)
  • Informed warranty status (expired)
  • Offered paid support or free email with band-separation instructions
Key Observations
  • Agent did not perform any standard Wi-Fi troubleshooting (power-cycle, password verification, band settings) despite customer reporting a clear connectivity issue.
  • Warranty status was declared expired without performing a warranty lookup or confirming eligibility.
  • No router model or serial number was collected, making any technical guidance unsupported by KB.
  • The only technical suggestion — separating the 2.4 GHz band — was provided without confirming the TV’s band requirements or current router settings.
  • Agent failed to verify whether the issue was with the 2.4 GHz band or another factor (e.g., password mismatch, hidden SSID, MAC filtering).
Positive Highlights
  • Agent remained polite and professional throughout the call (transcript [01:00]–[08:00])
  • Clearly communicated the cost of paid support ($15) and offered a free alternative (transcript [06:00])
  • Captured the customer's email address for follow-up (transcript [07:00])
Agent Errors / Gaps
  • Failed to collect the router model/serial number before proceeding (transcript [01:00]–[02:00])
  • Did not follow the recommended Wi-Fi connectivity troubleshooting flow (e.g., verify password, restart router, check band compatibility)
  • Declared warranty expired without verification or lookup (transcript [05:00])
  • Provided only a high-level email guide without confirming the customer could receive or act on it (transcript [06:00]–[07:00])
  • Did not verify if the TV actually requires 2.4 GHz or if the router is already broadcasting dual bands
  • Did not check for basic issues like MAC filtering, parental controls, or hidden SSID
  • Did not confirm whether the Wi-Fi password was correct or if the SSID was visible

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the TV connectivity issue; only offered a future email guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no questions about Wi-Fi bands, router login, or device compatibility; immediately pivoted to warranty status.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status and offered appropriate options: paid support or free email guide, aligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process — failed to identify whether the issue was with 2.4GHz/5GHz band, TV compatibility, or password sync.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., check router admin page, verify SSID/password, test other 2.4GHz devices) that would have been necessary for diagnosis.
T3 Met No misinformation conf 99%
All information provided (warranty expiration, $15 support fee, email option) was factually accurate and consistent with policy.
Communication
C1 Met Clear & professional language conf 94%
Agent framed the interaction by setting expectations on warranty, presented clear options, and maintained control of the call flow.
C2 Met Confirmed understanding conf 92%
Used simple language, confirmed understanding (email address), and adapted tone to customer’s frustration without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Took ownership by creating a case, not transferring, and committing to send a troubleshooting guide.
O2 Met Proactive follow-through conf 95%
Clearly stated next step: email will be sent within three minutes after call; set realistic timeline and action for customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Apologized for the issue, thanked customer, and maintained courteous tone despite customer’s visible frustration.
X2 Met Tone & rapport conf 90%
Matched customer’s pace, used confirmations, and kept engagement through to the end of the call.
X3 Partially Met Overall experience conf 87%
Avoided re-asking information but increased customer effort by deferring troubleshooting to an email instead of resolving live.
Call Transcript14 turns · 15 lines
Speaker 1
[ silence] Good morning. I'm having problems with my router. I have, um, it will connect to my laptop, but it will not connect to my telephone, uh, my smartphone, my iPhone 8. I've looked it up, and I've, I followed all the steps, and they say to reset it, and no matter how much I unplug and re-screw everything, it won't work.
00:00
Speaker 2
Welcome to links of 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 of.com. Please have your device serial number ready. For assistance press 1 now. For out of warranty products paid support 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. Hi, thank you for calling links as technical support. This is Rio. How can I assist you today?
00:00
Speaker 1
television. And I've tried probably 50 different passwords and it just it won't connect. I'm sorry. None of that. That's that's what kinda got me. On my on my television. It just says, "unable to connect." The serial number on my router? Let me see here. I got him here somewhere. Okay. What do you
01:00
Speaker 2
Uh-huh. Like, is there an error message showing? Is there an error message showing it's incorrect password and unable to connect? [silence] Unable to connect. Okay, all right. Got it, sir. I do apologize if you experienced uh this kind of issue with your uh router sir. I may know if you what's the serial number for your device please. about your router. Yes. Serial number. Yes. Yep. Yes, sir you can provide it now. Besides the TV is not able to connect to the Wi-Fi, sir. How about your other devices? Are they working fine? Okay.
01:00
Speaker 1
Yeah . Yeah. Media Com. One. Yes. I've never, I'm sorry. I've never had a problem with Linx. I've had good luck and I like Linx. Linx products, but not this time. I, I don't know, I just don't know. No. [ silence ]
03:00
Speaker 2
But when you're trying to put the Wi-Fi password, it just says unable to connect, is that correct? Okay. Hold on. Who's your internet service provider, sir? Okay. And how many total of Linksys devices do you have? Okay. Is this the first time you've called Linksys? Okay. For us to be able to proceed. Go ahead. You: Mhm. Uh, Linksys: All right, uh, Linksys: yeah, uh, Linksys: uh, that's, Linksys: um, for your, for, Linksys: for you've been using your Wi-Fi, sir, Linksys: uh, do you not make any changes with your router setting?
03:00
Speaker 1
I'm calling you because I don't want to take that route back. Okay. [unclear] Oh, you don't?
05:00
Speaker 2
Single device. Single device on it. Look. Now, sir, I was able to create a record for you in the system here. However, your records the warranty of your product has already been expired. Just to set proper expectation, for our warranty devices, we no longer provide free technical assistance. However, if yesterday.
05:00
Speaker 1
okay. okay. the one for free, of course. If that doesn't work, then I'll pay you guys to do it. okay. okay.
06:00
Speaker 2
However, if you still insist asking for technical troubleshooting through the phone, we can still provide you one time phone support that will last only for 60 minutes, but there would be a fee for that, and that's $15. Now, if by chance you don't want to pay $15, it's okay. Uh I still have an option for you that is for free. I can only send you an email on how you can possibly try to separate the Wi-Fi band of your Wi-Fi so that you can connect your TV to the Wi-Fi, and that's for free through email. Which one do you prefer? Okay, all right. So, what's your let me uh good. Okay, not a problem. So, uh, sorry, let me just confirm your email address so you'll be able to receive the troubleshooting guide I'm going to provide to you, okay? So, that would be
06:00
Speaker 1
yep okay no okay if this don't work I'm gonna take it back thank you
07:00
Speaker 2
Uh Arvey AT MCHSI.com. Is that correct? Yes. Okay, very perfect. Uh, so Thomas, uh, after a call, give me just three minutes because I'm going to compose an email for you and after that, that's the time you're going to refresh your email so you can start troubleshooting, okay? All right. So, anything else here before I let you go? All right. So, Mr. Thomas, thank you for your time. Again, after three minutes, you can refresh your email so you're gonna start troubleshooting, okay? All right. You can always call us back also, sir. Okay. Thank you so much, sir, for your time. You have a nice day ahead. You're welcome. You can now release the line there.
07:00
Speaker 1
OK. Well, I'm, I'm trying to, I'm not getting this email. Oh, three, three minutes after we hang up. OK, bye. Oh. Oh, okay. Hmm.
08:00
Speaker 2
Oh, um, after our call sir, just three minutes. Yup. Bye bye sir. [silence]
08:00