V2 Rubric Detail — 11e699ce-70aa-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 15:25
Duration
22m 22s
Contact
Satnam Singh
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134772
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific device cannot connect (Toshiba TV)
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall45.1% (+1.1)

V2 Grader Summary

The agent performed basic troubleshooting but failed to access router settings or use diagnostic tools, leaving the TV connection issue unresolved. While technically accurate on device-side steps, the lack of tool use and incomplete ownership resulted in no resolution. Empathy and adaptation were limited but not absent, avoiding the lowest scores.

V1 Case Analysis

TV cannot connect to Community Fiber Wi-Fi; agent attempted TV-side troubleshooting but failed to verify router settings or collect model number; issue unresolved.

Troubleshooting Steps
  • Asked for Wi-Fi name and router LED status
  • Attempted to obtain serial number (incorrectly provided)
  • Guided customer through TV Wi-Fi settings, power-cycle, and 'forget network' attempt
  • Attempted to locate network reset option in TV menu
Key Observations
  • Agent failed to collect a valid Linksys product model number, a critical protocol failure that prevented targeted troubleshooting.
  • Agent incorrectly accepted a serial number that was clearly from the ISP modem (as the agent themselves noted at [02:00]), yet did not correct this or obtain the correct one.
  • No router-side diagnostics were performed (e.g., checking SSID, password, 2.4GHz band, MAC filtering), which are standard for device connectivity issues.
  • Agent did not verify whether the TV successfully connected after any step, nor did they confirm the router's LED status or Wi-Fi settings.
  • Call ended without a clear next step, escalation, or callback, despite the issue being unresolved.
Positive Highlights
  • Agent used the customer's name (George) and maintained a polite tone.
  • Attempted to guide the customer through navigating the TV's complex menu system.
Agent Errors / Gaps
  • Failed to collect proper product model number — a fundamental protocol miss.
  • Accepted and did not correct an invalid serial number from the ISP modem.
  • Did not perform standard router-side Wi-Fi troubleshooting (SSID, band, password, MAC filtering).
  • Did not confirm whether the TV actually connected after each step.
  • Did not set a follow-up, escalation, or callback despite the issue remaining unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the TV's Wi-Fi connection issue and ended the call without confirming connectivity or offering a definitive solution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked for Wi-Fi name, LED status, and serial number, and instructed a TV reboot and network reset attempt, but never verified router settings (SSID, password, MAC filtering) or accessed the router admin interface.
R3 Partially Met Correct resolution path conf 93%
Agent attempted troubleshooting steps appropriate for a consumer issue (reboot, network reset), but did not determine warranty status or escalate when TV menu navigation failed, missing a full best-effort path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (TV won't connect) and asked relevant questions (Wi-Fi name, LED color, TV brand), but failed to progress to root cause analysis on the router side.
T2 Not Met Appropriate tools / resources used conf 96%
No tools such as remote access, router admin login, or logs were used despite the need to verify SSID/password and router settings — a critical gap in diagnosis.
T3 Met No misinformation conf 97%
Instructions to reboot the TV and attempt a network reset were technically accurate and aligned with standard troubleshooting for connectivity issues.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call control by asking follow-up questions but lost direction multiple times and failed to set clear expectations or transitions toward resolution.
C2 Partially Met Confirmed understanding conf 91%
Agent adapted slightly by asking for menu options on the TV, but used vague prompts (e.g., 'what else?') and did not confirm understanding when customer struggled.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the case and attempted troubleshooting but did not commit to further action or ownership when TV menu navigation failed, leaving the customer without a clear path.
O2 Partially Met Proactive follow-through conf 92%
Agent suggested rebooting the TV and checking Wi-Fi settings but did not establish a clear next step, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue had not yet reached a complexity threshold requiring escalation at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent did not explicitly acknowledge frustration, but remained patient and continued troubleshooting despite interruptions, showing baseline professionalism.
X2 Partially Met Tone & rapport conf 90%
Agent adjusted slightly by asking for menu details, but the pace remained rigid and the customer repeated information, indicating incomplete adaptation.
X3 Partially Met Overall experience conf 89%
Customer repeated serial number and menu descriptions, but agent did attempt to guide through TV settings, reducing some effort despite inefficiencies.
Call Transcript40 turns · 42 lines
Speaker 1
Hello. Hi. Yes, we have new Wi-Fi. Yesterday with the wireless community fiber, and that's working on my phone, but not working on my TV. That's very struggling. I'm struggling from yesterday. Many times I called to community fiber. They they said, wait, I will call you after two hour. I will do you will receive new name of a network and same password and then it will work. But nothing ever three time I after waiting for that [ silence ] nothing ever ever nothing ever nothing ever nothing ever nothing ever [ silence ]
00:00
Speaker 2
Welcome to Linksys' support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Insist. This may help me help you. Good afternoon. [silence]
00:00
Speaker 1
waiting call. and now again and he said uh he disconnected two three times then he said he'll give me this number he said call on this number a community fiber sorry what sorry solid white white sorry yes i have uh serial number where i can oh no okay just just i i i i i i i
01:00
Speaker 2
I see so since you said that your phone is working what Wi Fi name it's connected to now? What's the Wi-Fi? is it Community fiber Wi-Fi? And what's the light status of your Linksys device? What's the light on top? What's the light indicator on top? Is it solid blue, solid red? What's the color? Solid white. Can you have this serial number? That's on the sticker underneath. Serial number. Um, that's on the sticker underneath.
01:00
Speaker 1
seven two eight one one nine oh m two see F four three zero six one seven two eight one oh m two see F four three zero six one [silence] Yes Yes it's on that link there is one model number then ISP redundant not F
02:00
Speaker 2
Okay I believe you're looking at the wrong device make sure it's the linksys device this serial number is um because when I check it here there's no data can you double check if the serial number you provided really belongs to the linksys router probably it's for the modem.
02:00
Speaker 1
desk or the other? I don't know, sorry. Like, can you see both? Yes, just this one uh Wi-Fi I have with this brand and uh just it stuck with my phone. It just set up yesterday and I'm trying to set uh connect with my TV does not connect. That's the issue.
03:00
Speaker 2
What's the model number?
03:00
Speaker 1
yes. SAT. nam. two zero two one six seven eight at gmail dot com. SAT. yeah. S-A-T. and okay. okay. yeah. yes yes. good. I'm hiding. i'm hiding. okay I'll find you. oh oh
04:00
Speaker 2
after 6678 okay 678 gmail.com Amay right what's your first name and last name first name and last name um um thing it's your last name um Okay can you spell your last name please just the last name Okay thank you S A N G H S I GEORGE Okay thank you so it's only the TV right now that is not connected to the home network? Yes it's only the TV connected to the home network. [silence]
05:00
Speaker 1
yes you know i uh uh there there i can see lots of Wi-Fi and you know whenever we are uh uh select the Wi-Fi we can see lots of Wi-Fi near to us and there is a lock a Wi-Fi symbol with that we can see lock we need to put password at that symbol and but on this this Wi-Fi there is a Wi-Fi symbol on the Wi-Fi symbol there is one line under dot and under one line i don't know what i can say to that that that's i think that's a problem that's why not that's any like a symbol and it like just one check sorry oh my baby i'm sorry bah bah bah no bah
06:00
Speaker 2
connected what's the error message that you can see is it unable to connect or incorrect passwords mmhmm okay mmhmm okay got it what's the brand of your TV okay sure what's the brand of your TV is it LG Samsung okay all right
06:00
Speaker 1
can you repeat it sorry could you repeat the yes when they came to engineer can just said this I said please connect to my TV also and then put the password and the name over there Wi-Fi name from that time I can see them I can see you are connected to wrong network and I I can't see the option to forget that that also remove that if I can remove that then I can add but I can't see anything I I can I I have added two three time again but same problem same thing was there [silence]
07:00
Speaker 2
access the Wi-Fi settings of your Toshiba TV, please. Do you know how to access the Wi-Fi, the Wi-Fi settings. You can go to or you can press the home. Okay. Uh-huh. Uh-huh. Mm-hmm. Mm-hmm. You mean to say you cannot see any Wi-Fi.
07:00
Speaker 1
Sorry, which Wi-Fi? Yes, I can see lots of Wi-Fi names. I can see lots of other Wi-Fi EE, Wi-Fi, EE, like I think it's my neighbor Wi-Fi. I don't know who's fighting. They're fighting. It's without TV, it's very hard. It's not it.
08:00
Speaker 2
what. Yeah. I just wanted to confirm. If you can not see any Wi-Fi, when you check the Wi-Fi settings of your TV, you can not see any Wi you you Wi-Fi name available? Uh, okay. Uh-huh. Uh-huh. but except for your link set Wi-Fi, your community fiber Wi-Fi name, it's not part of the list. Uh-huh. Mm-hmm. [silence]
08:00
Speaker 1
I think that's a problem. Just this one, the community fiber on my tv just I can see a different symbol on Wi-Fi. I can't see this before anywhere. Maybe that's a problem. Sorry. It's wireless. OK, just a second. I will go back and then. There is a service suspended. [silence]
09:00
Speaker 2
Um, okay. So, you said that it connects with Wi-Fi, right? So you're sure there's no option to connect via hardwire? Once it's wireless, um, okay. So, we'll check if mm-hmm
09:00
Speaker 1
You are connected to wrong network. Please reconnect to your Virgin Media Network. Yes, there is network setup. Then it's two options. Earth, net, and, Wi-Fi. And if I choose Wi-Fi then lots of, there is lots of Wi-Fi and community fiber also other. Wi. But yeah. When I choose community fiber, there is next option internet connection, server down. Yeah, then Virgin Media box is connected, hub connected, but when it's internet start there is cross. From internet to Virgin Media server it's read. Before that it's green.
10:00
Speaker 2
okay and there's option to select another network okay add w-fi uh huh okay select community fiber w-fi okay all right can you try to reboot the tv like unplug it from the power plug the tv back in and try to connect again okay go to settings and then Wi-Fi.
10:00
Speaker 1
OK. TV unplug from the OK. Just one second. Just answer. I have to take off the M. Unplug. I should put it on again. Put it again or wait.
11:00
Speaker 2
Try unplugging your TV from the power outlet for about 10 seconds and then plugging it back in after. Okay, so you already powered on the TV?
11:00
Speaker 1
there's something wrong
13:00
Speaker 2
and once it's totally rebooted, you can try to access again the Wi-Fi settings. Do you know by chance, how to reset the network settings of your TV, like, to do a total network reset? okay Okay, let me try to search it here in my end, how to do network reset, so that it will recognize the new one, not the old Wi-Fi.
13:00
Speaker 1
Yes. Wi-Fi is just yesterday did install. It's brand new just yesterday scene install from its install today. Where I can find network. No, I can't find a network. Where I can find? Uh, I I when I oh no, this one. I'm go to network setting then I can see profiles, accessibility, parental
14:00
Speaker 2
just no the Wi-Fi connection only not the TV cause mm-hmm I was able to search it here on my end how to forget the network cuz the error message was it's connected to an old network right that was the message on your TV a while ago so we can try to forget the network though uh it shows here it's under network so settings network and then under network setup there's forget network uh did you already turned on your TV mm-hmm uh just go to settings mm-hmm
14:00
Speaker 1
Controls the audio and video system and information. Which I should choose. Which one? Setting. Which I should choose. Setting. The first one is profiles. Second accessibility. Yeah. Second. In profile, I will show you. In profile, I can see when I profile choose manage channel and audio language, two options. When I choose it back. Yeah. Then access, accessibility. When I choose accessibility, there is a subtitle option and audio description. Sign language. High contract. Sorry, just one second.
15:00
Speaker 2
Is that it only under settings? Those are the only tabs under network settings. I mean, under settings. Can you tell me again what are the options, please, under settings? Just select accessibility instead. Okay, what else?
15:00
Speaker 1
Sorry. Yeah. In parental control I can see change pin set the pin for payment forget your pin lock channel lock app after parental control I can see audio and video in that once I can see audio and video in that yes in that I can see SDM ID solution HDM ID yeah then yes yes uh these are under setting there are a six six option and every option has four to five option and now I am on a fourth option
17:00
Speaker 2
So frontal control, that's it only. Oh, during the video. Okay. No. Yeah. Not there. So you're really under settings, right? Under settings of the TV. Okay.
17:00
Speaker 1
uh, um, well, ah, option, audio and video and under that option, there is HDMI resolution, audio output handling, audio delay, match frame rate, pair remote to the audio system. Hmm Yeah Yeah I think next one is system. Maybe system and information is left. System. Yeah system. In system I can see change connection type. And there is, I can see, home network setup wizard, how would you like to connect the Virgin TV box to your hub?
18:00
Speaker 2
Okay. Okay. All right. Yeah, it seems like the Wi-Fi option on your TV has been removed. It should be there as part of the option, but all you can see. Yeah. Let's. Oh, yeah, system. Try system. There you go. Yeah, click that. Change network connection type. The first option, the first option, which is to choose Wi-Fi.
18:00
Speaker 1
First there is two option. One is first is earth Net second is Wi-Fi which I should choose. okay. Wi-Fi then I can see VPS a setup. I should choose VPS under that I can see lots of Wi-Fi under that I can Yes VPS a setup under that I can see lots of Wi-Fi name Yes I can see. yeah that's the same problem I think that one it's the diagnostic internet connection internet connection. Sorry
19:00
Speaker 2
The Wi-Fi not... VPS what was it again? Okay. Can you see their the community fiber Wi-Fi name? Okay start to select that. Diagnostic. How many community fiber names you can see on the list? Is it just one? How many community fiber Wi-Fi names?
19:00
Speaker 1
Just one, just one. Sorry. So when I used to comment to fiber Wi-Fi, I said you before, other Wi-Fi has, other symbol. Lifetime with that one. Yes, one second, please.
20:00
Speaker 2
Okay. Which your phone is also connected to, right? The same Wi Fi name, community fiber. Oh. Uh, yeah, your phone is connected currently to community fiber wi-fi, right? Okay. Let me check. Let's -- Uh-huh.
20:00
Speaker 1
okay yes he wants water and he's spilling it all over my room yes yes [silence]
21:00
Speaker 2
All right. So, yep. [silence] Okay. Uh, you're under Wi-Fi settings of your phone right now. Wi-Fi settings. Okay. And it's showing connected to Community Fiber.
21:00
Speaker 1
SSAM: Yes, Justin. I have iPhone. Sorry
22:00
Speaker 2
Okay, [silence] so is this an iPhone or Android Phone? [silence] Okay, can you tap the eye icon right beside the community fiber wifi name. [silence] There's a little eye icon right beside the name.
22:00