V2 Rubric Detail — 09c3379c-7637-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:56
Duration
12m 28s
Contact
Vivian Parker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135671
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided meaningful troubleshooting and redirected the customer to paid support without attempting to resolve the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent never addressed the customer's Wi‑Fi or TV connectivity problem, provided inaccurate information, and immediately pushed a paid‑support option without performing any diagnostic steps. This constitutes avoidance/evasion, resulting in no resolution and a failure across all key performance indicators.

V1 Case Analysis

Customer unable to connect devices after Wi-Fi password change; TV shows error code 137. Agent offered paid support only, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never collected the router model, preventing model-specific guidance.
  • Agent provided an incorrect support URL (support.linksys2023.com), which is not a valid Linksys domain.
  • No technical troubleshooting was performed (password recovery, router reset, or TV connection guidance).
  • Agent incorrectly stated the router is no longer supported without model verification.
  • Agent did not address TV error code 137 or suggest basic troubleshooting steps.
Positive Highlights
  • Agent greeted the customer and asked for the router serial number.
  • Agent attempted to gather customer name and email for case creation.
Agent Errors / Gaps
  • Failed to verify router model before giving advice.
  • Did not follow standard password recovery or router reset procedures from the KB (e.g., Recovery Key, factory reset).
  • Provided an incorrect support website URL.
  • Did not guide the customer on reconnecting the TV or resolving error code 137.
  • Incorrectly claimed the router is no longer supported without model verification.
  • Did not confirm whether the customer had the correct Wi-Fi password or attempt to recover it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the call by stating the router is old and out-of-warranty, offering only paid support or a new router purchase, without resolving the Wi-Fi or TV connectivity issue.
R2 Not Met Diagnostic thoroughness conf 90%
Agent provided only vague prompts like 'try to check if it will go through' and did not perform systematic troubleshooting such as verifying Wi-Fi password, accessing router admin, or suggesting a factory reset.
R3 Not Met Correct resolution path conf 90%
Agent dismissed the case based on warranty status and age, failing to select a best-effort troubleshooting path for an out-of-warranty device as required by the OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent incorrectly attributed the TV error 137 to 'memory issue' without diagnosing network cause, and failed to ask targeted questions about router model, connection type, or error details.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, router admin page, speed test, etc.) were used or referenced despite the issue requiring verification of router settings.
T3 Not Met No misinformation conf 90%
Agent provided inaccurate information by claiming no free support for OOW devices (contradicting OOW best-effort standard) and gave a malformed URL ('support dot links, sys2023') that would not work.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never set clear expectations, provided no agenda, and drifted between topics without guiding the conversation toward a solution.
C2 Not Met Confirmed understanding conf 90%
Agent used generic language, did not confirm understanding, and failed to adapt explanations to the customer’s confusion about Wi-Fi vs. router password.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent immediately shifted to a paid-support offer instead of taking ownership of the problem or attempting a solution.
O2 Not Met Proactive follow-through conf 90%
Agent only said 'you can just... visit our website' with no concrete next-step timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent did not escalate despite inability to resolve the issue, instead ending the call with a paid-support suggestion, which is not a justified escalation decision.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was documented as required.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy ('we no longer provide free technical support') and did not acknowledge the customer’s frustration or difficulty.
X2 Not Met Tone & rapport conf 90%
Agent maintained a scripted, detached tone and did not adjust pace or style to the customer’s confusion.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat serial number and directed to paid support without any effort to reduce friction or resolve the issue.
Call Transcript23 turns · 24 lines
Speaker 1
Um [silence] my [silence] Linksys password was changed yesterday, and now I can't get my computer on there.
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.linksys.com. Please have your device's serial number ready for assistance. Press one now. For out of warranty products, paid support may be able, 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 Linksys technical support. This is Rio. How can I assist you today?
00:00
Speaker 1
Wi-Fi to work. My. The password, yeah, my Wi-Fi links is password. Uh, my nephew, he come in yesterday and wanted to plug up to it and I didn't remember my password. So he went in and changed it for me so I could remember it and now my network settings, my network, um, I got cable but I don't have Wi-Fi to go so I can stream or my cameras aren't
01:00
Speaker 2
by means of like password, are you referring to your Wi-Fi password ma'am, or router password, May know, who, who change it. Hmm.
01:00
Speaker 1
Oh on my outside and my Alexis ain't on. Yes, I know my password now. Okay, what settings do I, on the settings, it says check network connection on my TV and it don't give me a place where I can enter it. I got it. It says, the name of the, sorry.
02:00
Speaker 2
uh, weren't you weren't you able to get the password from your nephew? Okay, then uh, you can try Mom to connect your devices using that password. Um, go to the settings and go to the settings and click Wi-Fi.
02:00
Speaker 1
I TV, and then it says network connection settings. All right? It says Wi-Fi connection, they're checking, it's, give it a second. And it says, when it, when you give it a few minutes, it says, not bound. Wired connection, idea, not connected. And then the Wi-Fi connection, no signal on server, is what it says. Do I put it on the wired connection, the ethernet connection or the Wi-Fi connection? Silence] [ Background music] ]
03:00
Speaker 2
Hello! Did you put the Wi-Fi password already, ma'am? Or not yet? Oh, uh, for your device?
03:00
Speaker 1
I have a Linksys that it is connected to, and I have a Spectrum tower for my cable, it is in my DVD, the Ethernet, the yellow Ethernet cable is in the Spectrum tower, and then I have another Ethernet in my Linksys that is connected to my DVD, should it be somewhere else?
04:00
Speaker 2
Where is this TV connected to? Which router? Mhm So basically your uh, your TV is hardwired to the linksys router. Is that correct? Mhm. Oh, okay. TV is hardwired to spectrum router. Mhm. Okay.
04:00
Speaker 1
Yes. I have a error code on the TV that says 137 that helps. My brand is an LG.
05:00
Speaker 2
If this... Before you reset your... You changed your Wi-Fi passphrase, is your TV working fine before? Okay. Can you confirm to me, ma'am, what's the serial number for your Linksys device? 137 error code. Let me check that error code. Hold on. Oh, what's the model or what's the brand of your TV? Oh, got you. Okay, great.
05:00
Speaker 1
I don't know. I've got three numbers here. Serial, I think it says serial. There's three different numbers. Okay, it says hang on.
06:00
Speaker 2
It means that TV system has run out of memory or lost its connection. So there's a tendency that you don't have an internet for your TV. So let's try to check. Do you know what's the serial number for your device ma'am? There will be labels SN. Will you be able to see their label SN?
06:00
Speaker 1
[silence] serial number, there it is. Okay. 10822CB6A612905. [silence] It's 6A6. A is an apple. 10822C13 102905. It's been a while, years.
07:00
Speaker 2
10 22 C for Charlie, 6 8 6 129 05.
07:00
Speaker 1
I called spectrum, but she says they got a connection. ma'am? [silence] Vivienne Parker LParker67@yahoo.com.
08:00
Speaker 2
This is the first time you call Linksys Yes sir Okay let me create it Got it Let me create first a record Okay that's good It's just that the router for Linksys is having a problem right now so let me create a record for you in the system first I need your first name and last name How about email address Give me two minutes Let me just feel in everything first in the system [silence]
08:00
Speaker 1
He told me yesterday when he changed... when he changed that password yesterday, he told me the old password. Should I go back to it?
09:00
Speaker 2
All right, so, uh-huh, go ahead. [silence] Mm-hmm. Mm-mm. Well, uh, in your current case right now, uh, what I can really suggest is you might try. To find the option, where in you need to put the Wi-Fi password. I'll try to check if it will go through and will try to help you with your Wi-Fi connection. But, based on your record, by the way, the warranty of your product has already expired and just to set proper expectation that we no longer provide free technical support for out of warranty devices. Aside from that, also, ma'am, I found out here that your router is one of our oldest router, meaning to say, aside that we no longer manufacture this device, we no longer also provide technical support for your router. Again, the router is quite old and probably it might not work anymore. So, if you need any assistance, we can only offer paid technical support for your router. Thanks for reaching us. And do you want to proceed with the paid technical support or would you prefer to purchase a new router instead?
09:00
Speaker 1
And how much does that cost? What was that again? What was the website? Okay.
11:00
Speaker 2
you can just I'll visit our website support 2023 so this is that support dot links, sys2023 lets us dot com at the very bottom Ride portion there will be a click
11:00
Speaker 1
Okay. All right. So he knew. Um you couldn't miss. You would miss out. You would miss out. You would burn dinner. You would burn holes in the chairs. [silence]
12:00