V2 Rubric Detail — 1cea4412-7413-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 23:34
Duration
18m 41s
Contact
Nai Siphanya
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135246
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Single Device Won't Connect

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall24.5% (-31.5)

V2 Grader Summary

The agent identified that only the TV was failing to connect and suggested TV-specific troubleshooting, but never resolved the issue and provided no concrete follow-up. Diagnostic steps on the router were omitted, communication was unstructured, and ownership was lacking, resulting in an unresolved outcome. Technical inaccuracy regarding LED status further undermined the interaction.

V1 Case Analysis

Customer reports Vizio TV cannot connect to Wi-Fi despite other devices working. Agent confirmed other devices online, noted LED colors (main node solid green, secondary teal/blue), suggested TV power-cycle and network reset, and advised contacting Vizio. No router-side troubleshooting performed. No model or warranty verification.

Troubleshooting Steps
  • Confirmed other devices (phone, etc.) have internet access via the mesh.
  • Checked LED colors on both nodes (green on main, teal/blue on secondary).
  • Provided generic TV troubleshooting: power-cycle, reset network settings, re-enter password.
Key Observations
  • Agent misinterpreted the teal LED color on the secondary node — no KB reference supports 'teal' as a valid LED state for any Linksys model.
  • Agent failed to verify the Linksys model number or confirm whether the 2.4 GHz band is enabled, which is critical for older TVs like Vizio.
  • No router-side diagnostics were performed (e.g., checking SSID visibility, security settings, or DHCP).
  • Long silences and inefficient flow (e.g., [06:00–10:00] silence, repeated clarification requests).
  • Agent did not confirm whether the TV is attempting to connect to 2.4 GHz vs 5 GHz, a common compatibility issue.
Positive Highlights
  • Asked for and recorded the serial number from the customer ([15:00–16:00]).
  • Confirmed that other devices have working internet connectivity, correctly isolating the issue to the TV ([14:00–15:00]).
  • Explained that solid green means online, which aligns with general Linksys LED guidance for healthy nodes.
Agent Errors / Gaps
  • Misidentified LED color: 'teal' is not a documented LED state in any Linksys KB (velop_wifi_connectivity.md, led_intelligent_mesh_consumer.md, led_cog_mesh_group_a.md). The agent incorrectly stated it 'means it's connected' without evidence.
  • Failed to verify the Linksys model number, which is essential for accurate troubleshooting (e.g., WHW vs MX vs MBE series have different LED behaviors).
  • Did not check whether the 2.4 GHz network is enabled and visible — Vizio TVs often only support 2.4 GHz, and disabling this band is a common cause of connection failure.
  • Provided only generic TV-side troubleshooting without performing any router-side checks (e.g., SSID broadcast, MAC filtering, parental controls).
  • Did not document or act on the serial number to infer model or warranty status, despite having it.
  • Gave vague next steps ('call Vizio') without first ruling out router configuration issues that could be resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the TV's connectivity issue and deferred entirely to Vizio without confirming resolution or offering further router-side support.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about other devices, LED colors, and serial number, but did not perform any router-side diagnostics (reboot, WAN check, admin UI).
R3 Met Correct resolution path conf 90%
Agent correctly identified that only the TV was failing and recommended TV-specific troubleshooting (power-cycle, reset network settings, contact Vizio).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (TV no internet) and asked some relevant questions, but did not narrow the cause beyond 'other devices work'.
T2 Not Met Appropriate tools / resources used conf 85%
No diagnostic tools (router admin page, speed test, remote session) were used even though checking the router's WAN status would have been appropriate.
T3 Not Met No misinformation conf 100%
Agent stated that 'bright green' and 'teal' LEDs mean the devices are connected. Per led_intelligent_mesh_consumer.md and led_cog_mesh_group_a.md, Linksys mesh nodes use Blue or White for healthy/online status; Green is not a valid status LED for these models.
Communication
C1 Not Met Clear & professional language conf 90%
The call contained long silences, no clear opening or agenda, and the agent jumped between topics without structured transitions.
C2 Not Met Confirmed understanding conf 85%
Agent used vague language, repeated questions, and did not confirm the customer's understanding; communication was not tailored to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent handed the problem back to the TV manufacturer and did not take ownership of following through or confirming resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent gave a next-step (power-cycle TV, call Vizio) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a TV-only issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered occasional apologies ('I'm sorry') but did not explicitly acknowledge the customer's frustration or show strong empathy.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to the customer's confused, fragmented statements; the interaction remained disjointed.
X3 Not Met Overall experience conf 85%
Customer had to repeat information (serial number, LED colors) and the agent did not streamline the process or handle steps on their side.
Call Transcript17 turns · 23 lines
Speaker 2
me.
00:00
Speaker 1
Okay. It's not even ready, man. why are you sitting on the back? That hurts, boy. But I got one. ... [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you. No, I'm busy. I can't exist. [silence] get me a towel one second Gruner, back hi, yes, my name is my oh the picture anyway, sorry Gruner, get back I'm sorry, what was that?
03:00
Speaker 2
Hello, thank you for calling linkages. My name is Bell. This is your first time calling. Mm-hmm. Um, your full name please. Uh, may I know how many linker's device do you have? [silence] May I know how many linker's device do you have?
11:00
Speaker 1
I have two working routers, but one of them is not connecting to my internet at all. [silence] Yep. [silence] The main note, or move. [silence] Uh Spectrum. [silence] It's uh green. [silence] Solid green, correct. [silence] But my TV says it's not connecting to the internet. [silence] Oh, I'm sorry. The device is white. [silence] Got it? [silence] Yeah.
12:00
Speaker 2
Which one? Is it the main one or the extended one? Hello? Is it the main node or the extended node? Main node. Who's your internet provider? Internet provider. What's the like color of the main node right now? Green. Green. And the other one. What is the light color of both Linksys devices? Sorry, what is the light color of the main node and the second node as of the moment? light코
12:00
Speaker 1
Let me double check this. Thank you. Okay. The second node color is It's like a teal color. Not full blue, not full blue, not full green. Both of them actually. Yes. Blue, I guess. Well, yes, correct. I actually, I opened the Vizio. And it just says no internet connection. Oh, it says it won't connect. But it on my Linksys app is telling me that it's not it's not connected to the internet either. This is no internet connection. [silence]
13:00
Speaker 2
So, teal. Okay. Yeah, that's, yeah, that means it's connected. So is it only your TV that is not connecting to your Wi-Fi? What type of TV is this? Vizio. What's the error message when you try to connect to the Wi-Fi? Right. Did you check other devices, your phones, other devices if they are connected to this Wi-Fi?
13:00
Speaker 1
the the Wi-Fi looks like it's on on my phone but I like I said the the the lines are on there I don't but I don't understand it well so before I called you I actually called my internet provider and they said they weren't able to they're not finding a connection with the router let me double check let me double check [music]
14:00
Speaker 2
No, my question is that, uh before we confirm there's really a problem with your link, is since they're showing bright green, that means they're connected. You said you still see the Wi-Fi coming from your phone. Did you check also other devices aside from this TV? If they are connected to the Wi-Fi, can you please double check?
14:00
Speaker 1
Let me see if this will connect to it in a minute. [silence] I'm sorry. So no, it looks like the other devices are working. But[silence] there you go.
15:00
Speaker 2
Mm. Other devices are working. Okay. What's the serial number of your main node, please? Look at the sticker label.
15:00
Speaker 1
serial number is two five F 13 M, three five B one five five six four, I believe. The Windows thing. Then what was that? F doing all that. I
16:00
Speaker 2
Okay, thank you. So, if your other devices are connecting to the Wi-Fi, then technically, this is the only TV that won't connect to Wi-Fi. Unfortunately, did you try to power cycle your TV? Did you try to unplug it for about one or three minutes and plug it back in? Because your other devices are currently connected. Yeah. You tried to reset also, the network settings that will help your TV. This is how your your check if your network is really working. If the link is shows a solid red light, that means that your link is offline. Okay? And if none of your device's
16:00
Speaker 1
[silence] Okay, well I kind of tried all that, so it's not working. I thought it was maybe the router. Let me [silence] Okay. [silence] Okay. Okay, if it's not, okay. because I'm looking at the device. I was testing my son's device and it was actually on my second node. Does that make a difference?
17:00
Speaker 2
If all your devices are connecting to your Wi-Fi, if your devices aren't connecting to the internet then there's a problem with your link sys. But since it's only the TV that's not connecting, you can troubleshoot the TV. Uh, you can power cycle, uh, you can leave it unplugged for five minutes, or you can reset the network settings so you can reconnect it to the Wi-Fi. Mhm. You can actually call Vizio to help check the software of the TV or help you reset, uh, really reset the TV so you can reconnect it to the Wi-Fi with password because it's difficult to uh disconnect the TV to the network if it's not reset. [silence] Mhm. Mhm.
17:00
Speaker 1
Yeah, it's not connected to the first node. OK. I guess what I'm saying is, um, let's see. OK, I'm going to give them a call then. OK, get those callings. Thank you.
18:00
Speaker 2
you mean it's connected to the second node oh yeah it's okay yeah it doesn't really it's not really necessary it will connect to either nodes uh if it's wired that's better directly connected to the second node but if it's wireless then you can try what I've said uh-huh okay go get it thank you for your time bye bye
18:00