V2 Rubric Detail — 1c3153c6-73d2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:49
Duration
27m 20s
Contact
Gene Fallen
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135160
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall62.4% (-1.6)

V2 Grader Summary

The issue was resolved with the customer confirming full connectivity, satisfying R1. However, technical accuracy was compromised when the agent incorrectly stated that 'Mr. G' and 'Mr. G5' could use different passwords, contradicting documented KB guidance. Troubleshooting was incomplete (R2, T1) and customer effort was increased due to unclear instructions (X3), though ownership was maintained throughout.

V1 Case Analysis

Customer unable to connect Roku/TV to Wi‑Fi (Mr. G / Mr. G‑5). Guided to forget network, re‑enter password, select correct SSID. Connection restored.

Troubleshooting Steps
  • Instructed customer to forget the Wi‑Fi network on the device.
  • Had the customer re‑enter the Wi‑Fi password and select the correct SSID (Mr. G).
  • Confirmed the device reported a connected status with good signal.
Key Observations
  • Agent used some unclear phrasing (e.g., "could kindly start off the white bysit") which caused minor confusion.
  • Customer was confused about the dual‑band SSIDs (Mr. G vs. Mr. G‑5).
  • Agent did not verify router health or DHCP status, but the issue was resolved without it.
Positive Highlights
  • Successfully guided the customer to reconnect the device and achieve a stable Wi‑Fi connection.
  • Polite closing and thank‑you, maintaining a courteous tone.
  • Provided correct explanation that both SSIDs can be used with the same password.
Agent Errors / Gaps
  • Unclear instruction phrase "could kindly start off the white bysit" that does not map to any known step.
  • Did not confirm router LED status or DHCP availability before troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at [24:00]: 'everything is back on. The TV, everything is on. Everything is connected.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided forget/reconnect and Roku restart, but skipped basic checks (router LED, other devices, DHCP) and did not verify SSID/password match with router label.
R3 Met Correct resolution path conf 90%
Issue was a standard device connection problem; agent followed appropriate self-help path without unnecessary escalation or warranty discussion.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (can't connect) and applied a fix, but asked no root-cause questions (e.g., other devices affected, router status, recent changes). No logical diagnostic sequence beyond re-entry.
T2 Met Appropriate tools / resources used conf 90%
Issue was device-specific Wi-Fi reconnection; no router admin access or logs were needed. Agent used customer's device interface appropriately to resolve.
T3 Not Met No misinformation conf 100%
Agent stated at [25:00] that the customer could use 'different passwords' for Mr. G and Mr. G5. This is contradicted by adjacent_connecting_devices.md, which states: 'Your router may broadcast two WiFi networks... Both use the same password.'
Communication
C1 Partially Met Clear & professional language conf 80%
Agent lost control at [17:00]: 'I'm going to need you to start from the beginning... I couldn't quite understand' — reactive, not guiding. No initial framing or agenda set.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to confirm understanding after key steps. Customer repeated confusion about dual SSIDs; agent did not adapt explanation to clarify band steering or naming.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and persisted until resolution. Took full responsibility for guiding the fix.
O2 Partially Met Proactive follow-through conf 70%
Next steps were given (forget, reconnect, restart), but agent did not set a clear timeline or ownership for follow-up. Resolution emerged organically, not via structured plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent expressed thanks and patience at end, but showed no empathy during customer's frustration at [01:00] ('this much trouble') or confusion. Late acknowledgment insufficient.
X2 Partially Met Tone & rapport conf 70%
Agent asked customer to slow down [17:00], showing some adaptation, but maintained a repetitive, mechanical tone without adjusting to customer’s escalating confusion about dual networks.
X3 Not Met Overall experience conf 85%
Customer had to re-enter password multiple times, re-attempt connection after failed steps, and manually manage SSID selection due to unclear guidance. Effort was not minimized.
Call Transcript46 turns · 48 lines
Speaker 1
This is Lenksis, Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lenksis specialist. Hello Stuart. This is from again from Lenksis, Technical Support. Mm-hm. All right. Um, let's wait her for about two to three minutes.
00:00
Speaker 2
hello yeah okay so I plugged everything back in all right so now you want me to uh let's see okay oh man I didn't know it was gonna be this this much trouble you know uh to get this thing uh reset up all over again [silence]
00:00
Speaker 1
Yes sir Alright sir can you go back to the Wi-Fi settings in your phone and go to your um network Domestic Transcription Services
01:00
Speaker 2
Do you think I have enough characters, everything with the network name and the password name? [silence] Okay. It says, uh, authenticating. [silence] So it's, so ad hunting, ad network, searching for Wi-Fi networks. [silence] Okay, now other, other other Wi-Fi names popped up on there. [silence] But on mine it's just it's still it says authenticating.
01:00
Speaker 1
could kindly start off the white bysit, and then turn it back on. Yes, please. Can you select that one, sir, or click that Mr. G?
03:00
Speaker 2
OK. Turn it back on. OK. Mr. G. saved authenticating. [silence] OK. Turn it back on. OK. Mr. G. saved authenticating.
03:00
Speaker 1
Yes. Connection. All right, so you are now connected to connect.
04:00
Speaker 2
Yeah, I clicked it, and it says, forget, sign in, connect, share. So I hit connect. Yeah. I hit connect, but it says disconnected. Signal, excellent. Security, WPA2, personal network. No, it says disconnected, but it's got forget, connect, or share. Okay, I hit connect. And it's, uh,
04:00
Speaker 1
All right, what does it say? First, when you click connect, is there a checkmark already?
05:00
Speaker 2
What's that? It says disconnect. Disconnect. Had. It just fades when I Hit connect. It just fades out and then it goes to it goes to uh signal strength excellent security WFA. A check mark advanced privacy Ad Device Network details. It's got a check mark there.
05:00
Speaker 1
open any websites there or any application and your phone and see if your internet is working. Yeah, like a YouTube or your email and see if it's working. All right. go back to the Wi-Fi and go to forget the network, sir.
06:00
Speaker 2
open something like... okay uh it's uh I opened YouTube uh connect connect to the Internet uh you're offline check your connection retry so no it's not connected now no it
06:00
Speaker 1
Yes, forget network. all right, then go back to the um, you already forget the network, right? forget the network. um, did you forget the network already, sir, or click forget network? all right, can they go to the internet settings again?
07:00
Speaker 2
Go to what net network okay so it says uh network internet not connected
07:00
Speaker 1
All right. What are the other options for get and share? Only click forget. All right, select that one. The Mr. G.
08:00
Speaker 2
Okay, let's see. Network details. Okay, so it says forget or share. I click forget and now I, so it went back to Wi-Fi. So, Mr. G is on there. Let's see. Uh, Mr. G, okay, it popped up. It says password.
08:00
Speaker 1
All right. Input. Mrs. [silence] as your password. Connect. Connect. Yes.
09:00
Speaker 2
Okay. Capital M. R. S period. Capital J. O. V. O. P. H. E. R. Okay, now it's it's got it's got, huh? Oh, because it's got it says it's got a show password check box and then it got advanced options, so just hit. Just hit connect. Okay, hit connect.
09:00
Speaker 1
All right. Is it connected, sir? All right. So now it's connected. So kindly open any website, like a YouTube, sir. Go back to the YouTube and see if the internet is working. All right. It's working now.
10:00
Speaker 2
it's it's connected connected no connected wow do you believe that it's connected it is connected Boy, I, I, I don't even know what we just did to bring it to get it, but it's there now. Wait, wait a little bit.
10:00
Speaker 1
yes sir so are you are you now online sir does you to working already all right so go back to the TV sir and try to connect
11:00
Speaker 2
Oh, oh, I had to hit menu, I had had to hit the forget, and then when I hit forget, then it popped up to put in the password, and then when I put in the password, that's when it connected. Oh. Yes. Yes, I am. Boy. TV, let's see. Boy, okay, not connected. Set up or proceed anyways. Set up connection.
11:00
Speaker 1
that connection. You can select the Mrs. G5 sir, or Mr. G5 I mean. Yes, enter the password, the Mrs. Javon, the same password. [silence]
12:00
Speaker 2
[silence] setup connection. [silence] [silence] wireless and hit wireless looking for wireless network, okay, mr. popped up, and it's got Mr. see, it's got two on there. It's got mr. and mr. okay, so now I I I I hit mr. 5. It says enter the net network password for mr. 5. [silence] capital J O B E O N connect It says connecting to Mr. G. Okay unable to connect to wireless internet. Uh, it says uh okay or restart Roku player.
12:00
Speaker 1
all right um... go back to the Wi-Fi settings and select the Mr G only uh... without the five try to connect to that network yes. Um... Go back to the network settings and select the Mr G only without the 5.
15:00
Speaker 2
yeah alright so I gotta go back so hit okay maybe that knowing doing okay alright so it's on mr G it's on mr G5 that's doing
15:00
Speaker 1
Name mr. G without side. Mm-hmm. Select mr. G. Mm-hmm. Yes. Uh no waste regarding that one sir. Uh define.
16:00
Speaker 2
oh, wait a minute. okay, my, now, okay, now, okay, so it says, recommended network found. you recommends a network. uh, recommended network: Mister G5, excellent. keeps the selected network, Mr. G, excellent. so now, go to just Mr. G. okay, so I don't need both of them in there, do I? so how do I get rid of the the five? [silence]
16:00
Speaker 1
I'm going to need you to start from the beginning and take your time. I'm afraid I couldn't quite understand what you're saying. Okay. Go ahead. Definitely, go slower, please. [silence] This time, just connect it to Mr. G. Uh, forget the network, do you have an option for you to forget the network? Yes, hit connect. Is it the same password, ms. G? [silence] Okay, got it. Okay. Uh, go ahead. Yeah. What I want you to do is to forget the network that you're currently trying to connect, correct? Uh, so I'll have you attempt to hit connect. I would like you to attempt to hit "Forget This Network" to see if it will forget the network that you're trying to connect to. Then, attempt to connect. If the password is the same, it should be connect. It's just a matter of realizing that you currently have that in your memory, so you're trying to use it a bit. Go ahead and try it.
17:00
Speaker 2
alright Mr. G. okay. now it says alright so it already has it's it it's already has something up. it says connect enter it says connect clear password cancel but the password is already in there so should I just hit connect Michael? uh it it should be it uh it says connecting to Mr. G. [music] [silence] clear. just hit connect. [music] matching [silence] [music] [silence] [music] [music] [music] [music] [music] it's it says it [music] this damn thing [music] wait a second [music] let me connect [music] [silence] I'll just add my Wi-Fi SID and password.
17:00
Speaker 1
[silence] All right. So yeah, you need to restart your Roku, sir. And since it is from Roku, then if it still doesn't connect to the network, now, after you restart it, you need to contact the Roku manufacturer directly for them to help you or assist you on how to set it up. Mhm. Restart.
18:00
Speaker 2
So it says unable to connect to Wi-Fi network. Verify the correct... verify the correct wireless network... wireless network is selected verify it says okay or restart. Roku player. Okay. It says restarting. You are sure you want to restart. Yes. Restart. No, I don't. Restart. Restart. Restarting.
18:00
Speaker 1
Alright, try again, so that it will pop off the networks.
19:00
Speaker 2
Okay. It's restarting. Okay. Now, let's see what we've got. Uh no internet connection. We're sorry. Something didn't work quite. Please check your internet connection and try again. So have to go go to settings uh settings, network.
19:00
Speaker 1
yes. set up a connection and select Mr. G. Select the Mr. G, sir. Mr. G only. All right. Yeah, Mr. G only.
20:00
Speaker 2
our network, uh, let's see, uh, set up connection, go to setup connections, uh, wireless, looking for, looking for wireless networks, okay. Mr. G is at the top. Plane Mr. G at the top. Underneath is Mr. G-5. Okay, Mr. G. Okay. So it says, recommended network found, use recommended network. Got Mr. G-5 and keep selected network Mr. G. So we want Mr.
20:00
Speaker 1
Yes, yes, please. All right. Yes? No, enter Mrs. Jovan password. Your password, sir. Mm-hmm, yes. You can clear that one and then input the password.
21:00
Speaker 2
G only, so, tap on that. Okay, I tapped on it. So, now, it's got enter the network password for Mr. G, so, should I clear and put in the new password? Okay, clear it, right, but I have to clear it first, don't I? 'cause there's something already in there. I have cleared it all right. Let's see, uppercase m.
21:00
Speaker 1
All right, so it says connect, connected. All right, so you are now connected. You may exit. the one sir. You can exit on the network settings.
23:00
Speaker 2
Okay. Now it says network Mr. G. Status connected, connection type wireless, signal strength excellent, wireless channel nine, IP address, gateway. Wireless. So it says connected. So now let's see. Let me see. How do I get out of this? It says status connected. Uh, how do I, let's see how do I get out of it? Oh go to home?
23:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. You can press the other, but if you want a stronger connection then you can connect to that network if you want. If there are devices that you want to connect to that network to have a stronger connection.
24:00
Speaker 2
Okay, I'm here. All right. Let's see what we've got. Oh, man. Okay. OK. So now everything is back on. The TV, everything is on. Everything is connected. So now, I'm going to have to scratch out, this Mr. G5. Right scratch that out.
24:00
Speaker 1
Yes, it provides you out. a stronger Wi-Fi connection and the two and the Mr. G only provides you a wider connection. Yes, you can use both of them. You cannot use this uh different passwords though. You can use the same password, but you can connect to different network. So, Mr. G and Mr. G5.
25:00
Speaker 2
Oh, oh, um, oh, the number five. All right. So, I could, I could use both of them. Oh, if I want to connect other devices to it. Uh, you know, um, to a different Mr. G, and I can use a different, I can use a different password and everything too. Oh, okay. All right. Okay. Thank you very much.
25:00
Speaker 1
mm-hmm mm-hmm you're welcome sir and thank you so much also for your patience and I'm so and it's great to hear that I'm able to help you or assist you with your concerns and just observe the connection there alright? have a good one also bye for now and keep safe always
26:00
Speaker 2
Okay, thank you. You have a very, very good day. Okay. All right. Bye. Thank you.
26:00