V2 Rubric Detail — 1607531a-6135-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:20
Duration
22m 55s
Contact
Cindy Mingus
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132503
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500_Single device cannot connect : Wi-FI password
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided proper troubleshooting by prematurely declaring the product end-of-life and directing the customer to an incorrect website, failing to attempt even basic resolution steps like verifying the Wi-Fi password or guiding access to the router interface.

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
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve a straightforward Wi-Fi connection issue by incorrectly citing end-of-life status as a reason to stop helping, while also providing a materially incorrect support URL. No meaningful troubleshooting was conducted, and the customer was left without a path forward, resulting in an unresolved outcome driven by avoidance.

V1 Case Analysis

Customer unable to connect LG TV to Wi-Fi; password rejected despite correct entry. Agent incorrectly referred to Linksys as 'Lynxess', provided invalid URL 'support.lync System.com', and declared E2500 end-of-support without KB validation. No password verification or TV troubleshooting provided; call ended without resolution.

Troubleshooting Steps
  • Requested router model and serial number (received incorrect model info).
  • Confirmed other devices connect successfully.
  • Incorrectly declared router end-of-support and directed to invalid support URL.
Key Observations
  • Agent referred to Linksys as 'Lynxess' and provided 'support.lync System.com'—a clear brand and URL violation per KB.
  • Agent told customer to check model number on 'printer' despite no printer being mentioned.
  • No attempt was made to guide customer through accessing router UI to verify or reset Wi-Fi password.
Positive Highlights
  • Collected serial number accurately.
  • Confirmed other devices are connecting successfully, correctly isolating the issue to the TV.
Agent Errors / Gaps
  • Provided invalid support URL ('support.lync System.com')—contradicts KB (should be support.linksys.com).
  • Incorrectly referred to the company as 'Lynxess' instead of Linksys—material brand violation.
  • Told customer to check model number on a 'printer' despite the issue being with a router and TV—irrelevant instruction.
  • Declared E2500 router end-of-support without consulting KB or confirming warranty status—unsupported statement.
  • Failed to guide customer to access router UI (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi password—core troubleshooting omission.
  • Accepted nonsensical model input ('58 Edward Frank 6840') without challenge or correction—protocol failure.
  • Did not provide any actionable steps for TV-side Wi-Fi troubleshooting (e.g., forget network, reset network settings)—omission of relevant guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states router is end-of-life and directs customer to website but does not resolve TV password issue or confirm correct password.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only confirms other devices connect but does not guide customer to check Wi-Fi settings, router UI, or perform a power cycle.
R3 Not Met Correct resolution path conf 96%
Agent correctly identifies EOS status but fails to offer any best-effort troubleshooting path despite OOW standard requiring setup/Wi-Fi help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies symptom (TV won't connect) and verifies other devices work, but does not ask about TV error message or password entry method.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin dashboard, remote tools, or logs; agent could have guided customer to verify SSID/password in router UI.
T3 Not Met No misinformation conf 97%
Agent provides incorrect URL 'support.lync System.com' and misspells 'Lynxess' — both are materially wrong and undermine trust.
Communication
C1 Not Met Clear & professional language conf 94%
Frequent silences, no clear agenda, and poor call control; agent interrupts and fails to guide interaction effectively.
C2 Not Met Confirmed understanding conf 92%
Agent uses repetitive filler ('okay ma'am'), does not confirm understanding, and fails to adapt to customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandons case after EOS declaration without attempting resolution; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 93%
No specific next steps given — only vague suggestion to visit website; no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was basic Wi-Fi setup.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 91%
Minimal empathy shown; only brief 'sorry' offered, with no acknowledgment of frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent maintains monotonous, scripted tone and does not adjust pace or style despite customer confusion.
X3 Not Met Overall experience conf 94%
Customer repeats serial number and model multiple times; agent fails to reduce repetition or streamline data collection.
Call Transcript15 turns · 17 lines
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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device 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. [silence]
00:00
Speaker 1
Hi, this is Cindy. And I just got a new and I'm trying to set it up and it's telling me that my password is no good. Um, and I have nors a your router and I even put, um, my password. I taped it on the back of it, so I know I've got the right password. So, I'm not exactly sure what's going on.
14:00
Speaker 2
Thank you for calling Linksys. This is Carol. How may I help you? Okay. Okay. So, you are trying to connect a wireless TV for the first time on that TV, but the password doesn't work, correct? Okay. All right. Ma'am, before we um, continue, I just want to verify, uh, are you using this?
14:00
Speaker 1
[silence] I I am Excuse me. I don't have the model number. I do have the serial number. Uh the serial number is 10A130DB620805122 And I believe it may be an iStation 2500, but I'm not positive.
15:00
Speaker 2
speaker mode of your phone, because the line is not that clear. Okay. May I have the model number and serial number of your router? The model number and serial number of your Linksys device. Okay. Again, the serial number is 1083 036 28. 0 Okay Ma'am, you can check the model number underneath or at the bottom of the printer. Okay. Okay. [silence] I feel that, that, that. [silence] but the red is more internet. [silence] Other problems of this, of the printer.
15:00
Speaker 1
Hello. Oh, okay. Um, so the model number is, oh shoot. Okay, it's 58 Edward Frank 6840. Yeah. Oh, yeah, that is E-2050.
17:00
Speaker 2
Yes? Hello Madam sorry to interrupt. You can check the model number like you can see there at the bottom you have the link sys and then right below that
17:00
Speaker 1
My phone number is 269-625-7-1-95. Cindy, Mingus. Am I- Yep. Mingus. C for Charlie. Mingus. M as in Mary. I N G U S S as in Sam. email is C K M@charter.net. [silence]
18:00
Speaker 2
Okay, thank you. You're gonna have also your phone number. Okay. And how about your old first name and last name? C I N D Y? Again, is it C for Charlie or M for Mary? Okay. Uh, last name? Okay, thank you. How about your um email address? And your internet provider as um,
18:00
Speaker 1
Correct. Yes. Well, you know what? I'm assuming so but it automatically connects. My computer and my phone automatically connect. Don't ask me for a password.
19:00
Speaker 2
[silence] aside from this TV ma'am um you have other wireless devices like phones, computers that has no problem connecting to the internet, right? Okay. [silence] Okay, and that password that you used right now, ma'am, is that the password that you use all to all your wireless devices? And your TV won't. Mhm. Okay. [silence] So that means the router is um like working, the Wi-Fi um is working since you're able to um, connect.
19:00
Speaker 1
yeah. correct. Yes. It is an LG TV.
20:00
Speaker 2
[DOWNWEIGHT] sorry, ma'am, but what is TV is? Funy ma iam or it's a Samsung TV? Okay, okay, it's a LG TV. Okay. There could be that there are some settings on your TV that is not accepting the. the password, okay? That's why it won't allow you to um connect, okay? Because if the router is if um if the router is not working, all your other wireless devices also will not work, okay?
20:00
Speaker 1
Yes. Yes. So, can you tell me what my panel is? Yes. Do you know, can you tell me what that is, just so I can verify that it is the correct one? Okay. Okay. So, how do you.
21:00
Speaker 2
Um, for the password, ma'am, um, uh, ma'am, um, actually, we don't have any, uh, record, um, on the password, uh, that you set up on the router, okay? Because you can only, um, you can only double check, uh, that on the router's, um, user interface, okay? Or you can double check that on the computer or even on some phones, um, you can actually check that, okay? But for this, um, okay, but for this type of router that you have, ma'am, um, the E2500, I check it on, on record that this type of router, the E2500, this router is already. the end of life and end of support. End of life, that means Lynxess, um are no longer manufacturing this type of routers. Okay? And then for the end of support, that means ma'am Lynxess, um will no longer provide any software update as well as technical support. Okay? Um, even though this is an EOS product, ma'am, um the router still function properly is just that it will will no longer provide, um technical assistance. But we do have uh articles and as well as our AI tool that you can take advantage on our website support.lync System.com. Okay? [silence]
21:00