Call Detail: 19370a46-6683-11f1-8

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Call Start

2026-06-12 17:21

Duration

9m 12s

Contact

781-727-9267

Issue Type

Hardware Fault

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

—

HappyFox Case

—

Support Country

United States

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication3.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.8/5

V2 Rubric Scores

Resolution0.62/5

Technical2.81/5

Communication3.75/5

Ownership0.00/5

Escalation5.00/5

Customer Exp1.79/5

Overall39.8% (-16.2)

V2 Grader Summary

The agent failed to resolve the issue or perform adequate troubleshooting, relying solely on rebooting the TV and redirecting to the manufacturer. While technically accurate in stating that working apps suggest a healthy network, the agent did not conduct meaningful diagnostics or demonstrate ownership. Empathy was minimal, and the customer was left with increased effort and no resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports YouTube TV app on Samsung TV not working while other apps work. Agent advised TV reboot and to contact Samsung support; no router troubleshooting performed.

Troubleshooting Steps

Confirmed other apps (Netflix) work on TV.
Suggested power-cycle/reboot of the TV.

Key Observations

Agent correctly isolated the issue to the YouTube TV app on the Samsung TV, not the Linksys router or network.
No product model, serial number, or warranty information was collected.
No HappyFox case was created or referenced, indicating a failure in case management protocol.
No network diagnostics were performed, missing an opportunity to confirm router/Wi-Fi health.
Agent did not offer any self-help resources (e.g., KB articles, email follow-up) after directing the customer to third-party support.

Positive Highlights

Agent correctly isolated the issue to the YouTube TV app on the Samsung TV, not the Linksys router or network.
Suggested a valid first-step troubleshooting action: power-cycling the TV.
Guidance aligned with KB expectations for app-specific issues on third-party devices.

Agent Errors / Gaps

Failed to collect essential device information (model/serial/warranty), violating protocol.
Failed to create or reference a HappyFox case, violating case management protocol.
Did not perform basic network diagnostics (e.g., check Wi-Fi signal, router LED status) to confirm router health.
Did not offer any self-help resources (e.g., KB articles, email follow-up) after directing the customer to third-party support.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Agent did not resolve the issue; customer ended call with YouTube still failing and no working fix provided.

R2 Not Met Diagnostic thoroughness conf 96%

Only troubleshooting step was rebooting the TV; no network diagnostics (speed test, router check, signal strength) were performed despite available tools and relevance.

R3 Partially Met Correct resolution path conf 93%

Agent correctly inferred the issue may be TV-side given other apps work, but prematurely redirected without completing best-effort network and app-layer checks (e.g., cache clear, re-login, signal verification).

Technical Accuracy

T1 Partially Met Technically accurate info conf 91%

Agent identified symptom (only YouTube failing) and used logical inference (other apps work → likely not router), but did not probe deeper into TV-specific settings or network behavior for YouTube.

T2 Not Met Appropriate tools / resources used conf 95%

No use of diagnostic tools (e.g., checking router logs, signal strength, or guiding a speed test) even though these would help isolate if the issue was network-related or confined to the TV app.

T3 Met No misinformation conf 97%

Agent’s statements (e.g., 'if Netflix works, internet is fine') are technically accurate and consistent with KB guidance on isolating streaming issues.

Communication

C1 Partially Met Clear & professional language conf 89%

Call had minimal structure; agent kept conversation moving but failed to set expectations, explain process, or manage transitions clearly.

C2 Met Confirmed understanding conf 92%

Agent used plain language, avoided jargon, and confirmed understanding through repetition, matching customer’s non-technical level.

Customer Ownership

O1 Not Met Ownership & empathy conf 96%

Agent transferred responsibility to TV manufacturer too early without exhausting basic troubleshooting steps within Linksys scope (e.g., WiFi signal, device re-authentication).

O2 Not Met Proactive follow-through conf 94%

No specific next steps or timelines; only vague suggestion to contact TV support, leaving customer without a clear action plan.

O3 Not Applicable Closure confirmation conf 100%

First contact; no prior case history or handoff context to reference.

Escalation Judgment

E1 Met Correct escalation decision conf 93%

Decision not to escalate was appropriate—issue appears isolated to a single app on a specific device, not a router-level problem.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred and none was warranted.

Customer Experience

X1 Partially Met Customer effort minimised conf 87%

Agent acknowledged customer’s situation indirectly ('you're welcome') but failed to explicitly recognize emotional context (grief, frustration); tone remained neutral and procedural.

X2 Partially Met Tone & rapport conf 85%

Agent maintained basic engagement but did not adapt pace or tone to customer’s scattered, emotionally burdened state; missed opportunities to slow down or offer reassurance.

X3 Not Met Overall experience conf 92%

Customer was forced to unplug TV manually and then told to contact another vendor, increasing effort without agent-side actions (e.g., remote signal check, app reset guidance).

Call Transcript16 turns · 18 lines

Speaker 1

[silence] Hello? Hi. I'm calling in regards to my YouTube TV, not working.