V2 Rubric Detail — 0aaccd44-6502-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:24
Duration
18m 27s
Contact
406-231-4756
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the TV's Wi-Fi connection issue, skipped fundamental troubleshooting, and incorrectly declared the router ineligible for support due to warranty status. Instead of providing best-effort OOW assistance, they pushed a paid service option and offered no clear path forward, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Samsung TV (Zumo) unable to connect to Wi-Fi on E5400 router (out of warranty). Agent offered $15 paid troubleshooting and advised contacting TV manufacturer. No router-side troubleshooting performed; no KB article or self-help path provided.

Troubleshooting Steps
  • Guided customer to TV network settings screen
  • Requested router serial number
  • Confirmed router model and warranty status
Key Observations
  • Agent did not verify basic Wi-Fi functionality on the router (SSID broadcast, password, signal strength) despite other devices working.
  • Agent made a materially inaccurate and unsupported claim that the E5400 is 'outdated' and 'not good for today’s technology' [13:00–15:00], which contradicts Linksys KB and support policy for this model.
  • No troubleshooting steps were performed on the router or network configuration, missing standard checks such as verifying Wi-Fi is enabled, SSID is broadcasting, or password is correct.
  • Agent pushed paid support before offering any free, safe triage steps or self-help resources.
  • No KB article, email, or self-help path was provided after the customer declined paid support, leaving the customer without actionable guidance.
  • Agent lost call control and introduced irrelevant discussion about cameras and subscription plans [17:00], further confusing the customer and deviating from the issue.
Positive Highlights
  • Correctly identified the router model (E5400) from the serial number [13:00], which is a required protocol step for model-specific support.
  • Confirmed warranty expiration based on purchase date, which is valid protocol when discussing support eligibility [13:00].
Agent Errors / Gaps
  • Did not follow standard troubleshooting flow: skipped verifying Wi-Fi SSID visibility, password, or router admin access [03:00–11:00], which are basic steps for Wi-Fi connectivity issues per the KB.
  • Provided materially false technical information: claimed the E5400 is 'outdated' and incompatible with modern devices [13:00–15:00], which is not supported by the KB or Linksys support policy. The E5400 is a supported model with documented setup and troubleshooting guidance.
  • Failed to confirm basic environment: did not verify if Wi-Fi is enabled on the router, if SSID is broadcasting, or if the password is correct, which are critical first steps for Wi-Fi connectivity issues.
  • Upsold $15 paid troubleshooting before attempting or offering any free, safe diagnostic steps, violating support protocol for out-of-warranty calls where basic triage should still be provided.
  • Did not provide any self-help resources (KB article, email, chatbot) after the customer declined paid support, leaving the customer without a clear path forward.
  • Lost call control and introduced irrelevant content about cameras and subscription plans [17:00], which had no connection to the reported issue and confused the customer.
  • Did not summarize next steps or confirm customer understanding before ending the call, resulting in an abandoned and vague closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the TV Wi-Fi connection issue; instead offered paid service or router replacement without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting steps like checking router LED status, Wi-Fi password, or signal strength; only suggested vague actions like rebooting or turning Wi-Fi on/off.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated the E5400 is ineligible for technical help due to expired warranty and pushed a paid option instead of providing best-effort OOW troubleshooting as required.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process: agent failed to ask about other devices, password accuracy, or router status before concluding the router was outdated.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any tools (e.g., router admin page, speed test, WAN check) to verify connectivity or configuration despite needing evidence for accurate diagnosis.
T3 Not Met No misinformation conf 85%
Agent made materially incorrect statements: claimed technical assistance is unavailable for OOW devices and that $15 is mandatory for any support, contradicting Linksys policy.
Communication
C1 Not Met Clear & professional language conf 85%
Agent lacked call control: gave fragmented instructions, had long silences, and failed to set expectations or maintain a structured flow.
C2 Not Met Confirmed understanding conf 90%
Customer explicitly asked agent to speak slower due to comprehension issues; agent continued at same pace without adapting or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent avoided ownership by redirecting to paid service instead of attempting to resolve the issue, even though basic OOW troubleshooting was expected.
O2 Not Met Proactive follow-through conf 85%
No clear next steps were provided beyond paying $15 or buying a new router; no timeline or actionable path forward for immediate resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was within L1 scope and could have been addressed with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent showed no empathy for customer's frustration; only generic closing remarks without acknowledging effort or difficulty.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone, pace, or style despite customer reporting difficulty hearing and understanding, leading to communication breakdown.
X3 Not Met Overall experience conf 90%
Customer repeated information multiple times and struggled navigating menus; agent did not reduce effort by guiding clearly or handling steps proactively.
Call Transcript34 turns · 36 lines
Speaker 1
Yes. I, uh, I was told by Spectrum to call Linsick because I don't [silence]
00:00
Speaker 2
to Lynx 2. Thank you for calling Lynx 2. This is May. How can I help you?
00:00
Speaker 1
I just called her, she told me they have their product, their clever Wi- Fi product, and I have no connection between my Zumo television and my Wi-Fi, my computer is working well but my TV is not, they told me that you could possibly help me to find why that it that it is not connecting. It just doesn't, it just doesn't connect, it it's not connecting. It tells me, it tells me yes that my Wi-Fi is not in connection with my TV, yeah.
01:00
Speaker 2
What's the error message when you try to connect it to the Wi-Fi is it unable to connect or incorrect password? What's the? But you can still see your Wi-Fi on the television. Can you still see your Wi-Fi? Connected. Okay. However, you can
01:00
Speaker 1
It says my Wi-Fi is not working. So uh, [silence] There is nothing on there except that it's not working is all. I can see.
02:00
Speaker 2
[silence]
02:00
Speaker 1
No wife. Okay. It says, Zumo. On my TV, I'm reading to you off my TV screen now. No Wi-Fi connection. Make sure that your router router is working normally. Press house to re to re enter or select for more help. And that's all it says. It it shows the sign of the Wi-Fi and a cross through it. And at the very bottom, it says settings. Yeah.
03:00
Speaker 2
Is that... Ah. If that's the case, you need to check or connect it to the Wi-Fi actually manually.
03:00
Speaker 1
I'm sorry can you speak a little slower it sounds like I'm hearing static. Okay. okay, so I'm on settings I'm on settings right now and picture network connected devices is that where you want me to be connected devices picture and sound network accessibility connected devices network go back to network okay alright
04:00
Speaker 2
So that's the, uh that's what I'm asking. What's the error message that you're having aside from it's not connecting to the Wi-Fi? Cause that message only means that you have to connect first the TV to the Wi-Fi. You need to access the Wi-Fi settings first of the TV. Uh it should be not connected devices. What's the other option? It should be network cause you're concerned about connection, so it should be network. Yes. It should be.
04:00
Speaker 1
Okay, I'll go in there. Zoom on network settings, status not connected. Advanced settings. Go down to advanced settings. Okay. Automatic IP settings. Wi-Fi on device location, living room. Okay. Alright. If turned off, you won't be able to connect to Wi-Fi. It is on, so you want me to turn it off? Oh dear. Okay. You mean you need... You need to reboot it, is that what I'm doing?
05:00
Speaker 2
An extra network. There. Mm-hmm. Go to Wi-Fi, go to Wi-Fi. Uh-huh. It should be turned on and you need to look for your Linksys Wi-Fi access. No. [silence]
05:00
Speaker 1
I'm turning it off and on on my TV. I'm on Wi-Fi. If turned off, you won't be able to connect to Wi-Fi. And it shows that it's on. It doesn't give a name. You're trying to get me to see if it's listed. List six. Link six. Okay. So, this particular picture on my TV right now says at the top Zool settings underneath network. Then it says network connection.
06:00
Speaker 2
On your TV, can you, ugh okay, can you see their connect to network option, or connect to Wi-Fi? Yeah, like where you can see all the Wi-Fi connections available. That particular setting's on your TV, where you can see all the Wi-Fi available.
06:00
Speaker 1
- Then advance settings under that and then it shows off to the side of network connection.
07:00
Speaker 2
just go to network connections yeah it should be network connections how about the network alone uh go ahead what's under network connection that's it okay um you can go back instead and select just network alone not network connections but network [silence]
07:00
Speaker 1
Just network? Okay. All right. And not advanced settings, so just network connection. Okay, network connection, status not connected. Period. That's all it gives. That. I don't know where I'd find that. I haven't any idea. I've never had to do it. It's the smart.
08:00
Speaker 2
Yes. No. Okay. How can you pull up or are you the one who connected this TV before to the Wi-Fi? Because what I'm trying to walk you through is where you can see all the Wi-Fi list available in the TV. Is this a brand new TV? If it's not, who connected this TV to the Wi-Fi before? [silence]
08:00
Speaker 1
Um, so I don't know how to get it to Smart TV Samsung. brand new. No, it isn't brand new. No. Okay, setting network connections, status not connected uh yes, at the top here. I'll go back up here. Okay,
09:00
Speaker 2
What TV is that was the brand? Yeah, but is it Samsung LG? Okay, is that brand new? Is it brand new? Yes, okay, so you can contact the manufacturer of the TV then. Just go back to settings and look for connections again. Can you see there open network settings? Open network settings can you see that? Under
09:00
Speaker 1
settings. There is a problem connecting to your broadband router. If you want to connect to a different router, select reset. Then it says under that status, not connected. Network name Linsync, and it gives a number. Connected to broadband router connected to internet. It says reset and help is all it says. It doesn't say anything. Go to reset, okay. Okay. And now... Starting to get dark in here.
10:00
Speaker 2
okay, there should be open network settings. there the third option. can you see open network settings? [ silence ]
10:00
Speaker 1
Okay, I'm on reset right now. Push that one. Please wait. We're checking your internet connection. This will only take a few seconds. I do. I do. It says here now, it says, we can't connect to your broadband router. Please make sure your broadband router is powered on. You can also try restarting your router by turning it off and on again, which I did. Are you sure you want to continue? And then it says cancel or confirm. Pardon me. Cancel. Okay.
11:00
Speaker 2
Yes. Yes. Yes. Yes. Yes. serial number. serial number. Your serial number. Yes, it cancels it. Click on cancel. Yes.
11:00
Speaker 1
i I have it it's on the router i can get i'll get it off the router. Let's see here. It is what number did you want? least serial number. Okay serial number s/n double dot dot dot or or uh not dot dot but dot on top of dot 3 0 M 1 0 M as in mother 2 A B as in boy 1 3 2 8 8
12:00
Speaker 2
And tell me first the serial number of your router for me to check if it's really the router's issue. Serial number. Okay, that's the three zero Nancy one zero Mike two alpha boy one three two eight eight. One second. Let me just check it here real quick. Okay. You're using one of our legacy device, ma'am. Model number is E5400. We don't manufacture this one anymore and it's wireless feature is already outdated. However, it should not be the reason why your TV can't connect. Um, upon checking here as well, you bought this device year 2022, correct me if I'm wrong. which means it's warranty already ended year 2023. So, for technical assistance, ma'am, it's no longer eligible.
12:00
Speaker 1
Oh, so what you're telling me is that... So you think my router is too old to perform for this? Oh, okay. All right, well, so you can't help me get this up, then. Yeah. I, uh, it's the one-time $15 troubleshoot, and how long does that last? I mean, am I going to be doing that every week or? Pardon me?
14:00
Speaker 2
Yes, it can, your TV can still connect to Wi-Fi. And it's just that this router is not really updated anymore. I mean, it's no longer good for today's technology. Yeah, we have other option though. Pay to connect, but it will cost you $15 for one time troubleshooting. It's up to you, ma'am, if you want to proceed with that or you'll invest it to a new router. [silence] An hour. [silence] If ever there's another issue with your router and you need it to transcribe.
15:00
Speaker 1
I see. Okay. $15 each time I call when it's, when it's the router. Yeah. And I will have no, Yeah. [silence]
16:00
Speaker 2
distance with us. Yeah, you need to pay again another $15 for troubleshooting because it's only one-time, ma'am, the $15 charge. Like, um, if you have a concern again in the future, if it's just purely question inquiry, we can answer it for you. However, if it's already like about troubleshooting the router, then, uh, we the paid connect will be the option then, which is $15. And then we can walk you through to fix the router. Nothing less. If you'll have a new router, then that will be a 30-year warranty then. If you have our MX series, you don't have to pay. You just need to upgrade your router. For you to be back in warranty.
16:00
Speaker 1
Okay. so upgrading the router means to get a new one, right? Yeah. Yeah. Yeah. Yeah. Okay, so, well, I'm going to have to think about this and, um, I'm wondering now if because I don't have, I have Zumo, if I shouldn't just have have Spectrum handle it? Okay, because Spectrum does not handle Zumo. Oh, interesting. Okay, I've learned a lot.
17:00
Speaker 2
It will be a win-win situation. You'll it will be good for your smart devices and not just that you'll be back in warranty. Anytime you have issues with a router, you can just call us and we can assist you. All right. Sure, ma'am. No, it should not be spectrum. You can try to call Zumo instead to get some help from them. Exactly. You can search further on [silence] Yeah. [silence] [silence] Most likely after. Six months, if you have this camera and you want to look in on it, you will need to log in. [silence] usually are not. Yeah, as far as the plan itself, that will show you as long as you have the camera, at least one camera after that, once it gets renewed, it will not cover your cameras. Got it? Not on your plan. The only way you can get them back on there is to request them. I got you. If not, you probably already purchased a camera. Yeah. [silence] [silence]
17:00
Speaker 1
Okay. Uh Nope, you've been very helpful. Thank you. Mm-hmm. Oh.
18:00
Speaker 2
Can search for their, probably can search it online. Their number for technical support. All right. You don't have any questions, that's it only? Uh uh. Thank you, man. You take care. You’re welcome. Bye bye.
18:00