V2 Rubric Detail — 21b4252c-6fb7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 10:26
Duration
23m 21s
Contact
Sue Beare
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134586
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Tv is not connecting to the internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall36.9% (+14.9)

V2 Grader Summary

The agent made initial troubleshooting attempts by confirming the issue and suggesting a reboot, but failed to conduct a full diagnostic or use available tools. While not evasive, the agent did not escalate or provide a viable path forward, leaving the customer with locked access and unresolved connectivity issues. The interaction lacked full ownership and technical resolution, but showed partial effort in guiding the customer.

V1 Case Analysis

Customer reports unstable Wi-Fi on TV after moving it. Agent attempted router login via myrouter.local and advised password reset with incorrect default password ('admin'), causing reboot loop. No TV-specific troubleshooting performed. Call ended without resolution.

Troubleshooting Steps
  • Attempted router admin login via incorrect URL (myrouter.local)
  • Advised password reset with incorrect default password ('admin')
  • Guided router power-cycle, causing reboot loop
Key Observations
  • Agent used incorrect router access URL (myrouter.local) for a potential SPNM-series device; KB specifies myrouter.info for SPNM models.
  • Agent incorrectly stated default admin password is 'admin'; SPNM models may not use 'admin' as default (KB guidance unclear, but transcript shows customer's custom password was not 'admin').
  • Agent failed to verify product model before giving model-specific instructions.
  • Router entered reboot loop and access lockout after agent's guidance, worsening the issue.
  • No structured troubleshooting for TV streaming/Wi-Fi instability was performed (signal strength, Ethernet test, band placement, ISP speed).
  • Call ended without any valid next step or escalation path.
Positive Highlights
  • Agent apologized for faint audio early in the call.
  • Agent attempted to guide the customer through web UI access, showing intent to troubleshoot.
Agent Errors / Gaps
  • Provided factually incorrect technical guidance: used myrouter.local instead of myrouter.info for router access ([08:00]), which is incorrect for SPNM models per KB.
  • Provided factually incorrect technical guidance: claimed default admin password is 'admin' without confirming model-specific defaults ([13:00]); SPNM models may not use 'admin' as default.
  • Failed to verify product model before giving model-specific instructions, leading to incorrect URL and password guidance.
  • Caused a router reboot loop and access lockout by advising password reset and reboot without proper recovery steps.
  • Did not perform any TV-specific or Wi-Fi signal troubleshooting (e.g., signal strength, Ethernet test, band placement, ISP speed).
  • Did not escalate or set a concrete follow-up; left customer to call back on their own without resolution.
  • Repeatedly pivoted to unrelated scripts ('reset my passcode') during customer frustration, indicating loss of call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended the call with router access locked due to failed attempts and no resolution to TV Wi-Fi instability.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent initiated troubleshooting by asking for device model and suggesting a router reboot, but skipped key steps like checking TV signal or ISP speed.
R3 Partially Met Correct resolution path conf 91%
Agent attempted password reset and reboot, which are valid first steps, but failed to pivot when those didn’t resolve the TV-specific issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent confirmed the TV previously worked and asked about location change, but did not probe signal strength, network congestion, or perform a speed test.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any diagnostic tools (e.g., remote access, speed-test verification, router logs) despite repeated login failures and instability.
T3 Partially Met No misinformation conf 94%
Agent correctly identified 'admin' as default password but contradicted themselves by saying it 'is not default anymore,' creating confusion.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent attempted to guide the customer through steps but lost control when the browser failed to load, leading to disjointed instructions.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms like 'reboot' and 'reset password' but failed to confirm understanding when customer expressed confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the case and attempted troubleshooting but did not prevent the customer from ending the call due to unresolved issues.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested rebooting and trying a different browser but did not set a clear timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after multiple failed attempts, yet agent did not escalate to a higher tier.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so no details were passed or customer notification given about next steps.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized and remained polite, but did not acknowledge customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a calm tone but did not adjust pace or simplify steps when customer struggled with browser issues.
X3 Partially Met Overall experience conf 89%
Agent asked for model number once and reused it, but customer had to repeat login attempts and wait through page reloads.
Call Transcript26 turns · 37 lines
Speaker 1
the line for assistance hello I can't hear you very well yes hello what do you want my um address or phone number Um, I'm having a big issue with connecting the Wi-Fi to my TV. It's not, it was working absolutely fine. And then, um, um, some, uh, child, I was using, um, uh, Xbox on it or something, and then, um, I tried to I took it back to where it originally was.
00:00
Speaker 2
Welcome to_linksys support_. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling _linksus_. This is Joyce. How may I assist you? I'm so sorry. Um yeah, hello? Can you hear me? How may I assist you?
00:00
Speaker 1
I've spent hours and hours speaking to the LG television people and John Lewis support. And basically, they keep telling me it's an Internet problem. And I I can't see I'm ringing to get some help to check because they've got an engineer coming up for the second time, try and see what the problem is, whether it's the television or whether it's something going on with two. So I'm I need this. Pardon. You're really faint. Can you speak up. Sorry. It. It was working. It has been absolutely fine. The child took it upstairs for a few a couple of months. So,
01:00
Speaker 2
[KEEP_UNCERTAIN] okay. you said that um, this is working before?[silence] you said that the TV is connected before? it's working before?[silence] i'm sorry. yes, i am. again, you said that i just wanted to verify you said that it was working before?[silence]
01:00
Speaker 1
and I brought it back down reconnected it yeah model number of the links on the television okay just one minute I'll go to the ruler it's showing on the television it's connected and it's showing on my phone on your app that it's connected but then every time you try and do anything it says unstable Internet connection well it worked absolutely fine before so I don't think it's a problem it's only on the floor below and and it's it never had a problem before right okay so where will I find the no it went from one place downstairs it worked absolutely fine I took it upstairs and then I took it back downstairs and
02:00
Speaker 2
Okay. Um, can you tell me what system number of your Linksys device? The Linksys. How far is the TV from the router? But you said that you changed my location of the TV, right?
02:00
Speaker 1
The child left and now it's in exactly the same place as it was before. I've done all the things like reboot the router, reboot the television, go to factory settings, I've done, I've spent hours doing all that. None of it works. It all keeps keeping, I'm saying. Okay, um the model number is SPM-N56 the serial number, did you say? it's 59 F I think that's a 1 0 M 2 CD 0020851. No. It's Sue Baer. And my email address is my name, all lowercase. S U E B E A R E 01@gmail.com. Which bit? So it's my name, all lowercase. So it's S U E B E A R E 01@gmail.com. No, B for bear. B E A R E, like polar bear, teddy bear. It's all lowercase. B E A R E, yes. Zero one. SUEBARE01@gmail.com. please, one at, gmail, yeah, I don't know why your voice is very faint. Yes, yes. Yeah. I have, I've turned it right up. It's on maximum. Pardon me? Okay, all right. I'm going to put you on speakerphone so I've got to. Let's just see.
03:00
Speaker 2
okay and uh... you have a computer okay uh... uh uh... uh... uh... What we're going going to do is we are we are going to access the settings of the router. We will check some settings and uh it just okay I am My phone is fine. Um it's here in my my my my Please check the volume of your phone. okay Now on your computer, please connect it to the Wi-Fi. okay Please connect your computer to the Wi-Fi. [silence]
05:00
Speaker 1
it's normally disconnected. [silence] Well, all my devices seem to have been offline today and I don't know why. what's the what? Oh the in light indicates. Okay. Wait a minute. I just need to go back downstairs again because the computer is on one floor and the router is on the next floor. Hang on. I checked. I've just done a speed check on the thing and it's saying it's fine. And they, you know, optimized the channels and that was fine. But when I just went to my TV just my um, computer just now, it was offline and my phone was offline earlier and I've no idea why. But okay. So um, they
06:00
Speaker 2
What's the light indicator of the router?
06:00
Speaker 1
five G E light is flashing optical is Solid and power the links. it's it's blue, it's fine. Yeah. what do you want me to do? Yes. Yeah, just one minute. Um, the battery is a bit down, so I don't know whether I right. Okay. So, right. It's connected now. I I have now there's obviously something unstable going on because
07:00
Speaker 2
[crosstalk]
07:00
Speaker 1
Because I haven't had a problem connecting with my computer or the phone before, but when I just spoke to the television man again, I looked on your Linksys app and my phone and the television were not showing connected to the internet. Right, okay, so what do you want me to do? Yeah, it is now. Okay, I've done that. I'm going to put you on speaker phone and put the phone down. yeah, that again. Myrouter.local.com okay. It's taking a while. [silence]
08:00
Speaker 2
Okay, is your computer connected to the Wi-Fi all read? Come here. Okay, open up a browser. Okay. Okay, on the address bar, type in my router dot local. My router dot local. Yes. Okay, type in your router pass root. Okay um we're able to log in with the router password okay let's just reset the router password then
08:00
Speaker 1
Do what ? Okay, hang on a minute. With the, you're telling me to put in the router password. But actually, it's not asking... No, but what I'm saying, I'm trying to tell you that I put in the router password, and it's saying it was wrong. But when I looked at the hint, it's actually not the router password. It's the password for tube that they want. So, let me just put that in. Yeah. Yeah, I know, but you ask for the router. Well, yeah.
11:00
Speaker 2
[KEEP_UNCERTAIN] there's an option to reset password, we will create a new password. Yes, the router password you created during the. Yeah, what does it say? Okay, well, if that's a password that you created, then you enter it. Yes, the router password that you created. Router password is the admin password. [silence]
11:00
Speaker 1
I don't know why it's not editing the okay yes that's no good you going annoyed because um it doesn't help it's just telling me it says there's no point in getting annoyed with me because it doesn't help. Um so it's telling me it's telling me that whatever I put in it's invalid okay against how do you want me to do it I'll reset password oh goodness me. [silence] [silence]
12:00
Speaker 2
Sure. What is the most recent job that you have done for your parents? Repositioning. I downloaded the file from the e-mailer at the morning minutes. Okay. Good. Next. What can I assist you with today? I'm trying to connect to my home wireless internet. It is not working. I don't know. I reset it. Okay. What do you suggest I do? I'll reset my passcode then.
12:00
Speaker 1
I've done that. I'm just waiting for it to come up. I'm just waiting, okay. right on any of your notes. Where's the node? okay okay okay one minute Can you see when you ask for a router pass, word but has a password on the button the router that people used to connect Well, you know what, I'm close to I'm very close to actually stopping this conversation.
13:00
Speaker 2
Okay, so click reset password and then follow the prompt. It's going to ask you for a recovery key and then you enter the recovery key. Um, the router, you get the recovery key from the router. It's underneath the router. It's five digits. No, it's not. Uh, no, ma'am, the router password by default is admin. Uh, but what I'm saying is, if you created a password that's... [silence] No, it's not default password anymore. Uh, the router password that you have on it by default is admin. Yeah, how about you try to refresh the page?
13:00
Speaker 1
it's not me, it's the, whatever's going on, there's a gremlin in the system. Thing. It doesn't help when you're impatient. Right. So, choose the password. This is actually the admin password, isn't it? For Tube. There. Yeah, but it when it says something different on there, unexpected error, 2298. [silence]
15:00
Speaker 2
Yes, admin password and router password is just the same. You would... Hmm. If that's the case, let us try to reboot the router, unplug and replug the router, turn it off and turn it back on. [silence]
15:00
Speaker 1
so I have to wait 30 seconds or just turn it straight back, okay? I'll turn it back on now. right, so now it's powering up again. Oh it's still saying solid, so it. That was very quick. Okay, so it's, it shut oh it's flashing now. okay, it's rebooting. [silence] I'm waiting for it to go, sorry. You still there? Hello, it's not solid yet. Now it's red now. Right so that seems to work so shall I press reset again now? Just say, waiting. It's just doing this circle, it keeps going back to the Previously... Do I have to reload the page because the router's been rest... Started because it's just going... Well it keeps going back to the page creating new admin password and hence and I put, pressed reset, and it it keeps coming back to the same create a new page. it's not loading, it's not loading, I don't know why it's not loading. is it getting or it's just taking ages. Okay, it's loading now. I said could the blank screen blip. Oh, I don't know why it's taking so long. There's still a blue screen. Mike, there's nothing coming up. It's just a blue screen. Is Phil there? [silence] Hello. Do you hear what I said? Did you hear what I said? Yeah, blank blue screen. Okay, it's coming up now. Access locked. Too many failed attempts. How do we gain access? Now I have to put the model number in. So, the model number is S. F-O-N-N. S-P-N-N-M-M. um, it says um, you need to re-enter your.
16:00
Speaker 2
Yes, Hello? Can you try to close that page completely, because I guess we are just, we're following the wrong way now, let us try to use a different browser.
21:00
Speaker 1
...and I'm not getting anywhere fast. So I'm going to end the call. OK, thank you. , [silence]
23:00
Speaker 2
no worries ma'am, but if you will um if you wanted to proceed with the troubleshooting just give us a call back
23:00