V2 Rubric Detail — 239c1b4c-6355-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:14
Duration
55m 47s
Contact
Carolyn Shell
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132615
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TV's wont connect to the internet
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (+19.7)

V2 Grader Summary

The agent correctly handled an out-of-warranty device by offering paid support and successfully reset and reconfigured the router, enabling one TV to connect. The remaining Sony TV issue was due to a hardware port problem outside Linksys scope, and the agent provided a valid next step. Despite communication gaps and minor technical inconsistencies, meaningful progress was made.

V1 Case Analysis

Customer unable to connect Roku and Sony TVs to Wi-Fi. Performed router reset and re-setup of E2500 (EA Series). Router configured successfully; Sony TV still not connecting. Advised customer to contact Sony support for TV hardware/port issue.

Troubleshooting Steps
  • Instructed customer to hold the router reset button for ~20-30 seconds.
  • Guided customer to connect to the default Wi-Fi SSID and access the router setup wizard.
  • Assisted customer in creating a new Wi-Fi SSID and password and completing the wizard.
  • Observed router update success and restart.
Key Observations
  • Agent offered paid support before diagnosing the issue or confirming customer consent, causing confusion.
  • Reset duration of 20-30 seconds exceeds KB recommendation of 10-15 seconds for EA Series routers (potential accuracy issue).
  • Failed to collect serial number or verify warranty via lookup; relied on model-based assumption.
  • No troubleshooting performed for TV-specific issues beyond redirecting to Sony support after partial success.
  • Customer experienced repeated connection failures during setup, indicating possible miscommunication or environmental issue not addressed.
  • Agent confused Wi-Fi password with admin password during setup guidance, leading to customer confusion.
Positive Highlights
  • Correctly identified router model (E2500 V4) early in the call.
  • Collected customer name and email accurately.
  • Successfully guided customer through factory reset and web-based setup wizard after access was established.
  • Maintained polite tone and provided step-by-step instructions despite technical setbacks.
  • Confirmed ISP was Spectrum and acknowledged device age/out-of-warranty status transparently.
Agent Errors / Gaps
  • Provided incorrect reset duration (20-30 seconds vs. KB's 10-15 seconds for EA Series routers).
  • Failed to collect the router serial number or perform a warranty lookup despite discussing paid support.
  • Did not distinguish between Wi-Fi password and admin password, causing customer confusion during setup.
  • Did not validate successful access to the web interface before proceeding; customer struggled to connect post-reset.
  • Abandoned troubleshooting after one device (Roku) connected, without investigating why the Sony TV failed.
  • Did not confirm whether the Sony TV was attempting Wi-Fi or wired connection via Roku stick, missing key topology detail.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The router was reset and reconfigured successfully, and the Roku TV connected. However, the Sony TV still failed to connect due to a hardware port issue, which the agent correctly identified as outside Linksys support scope.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset, default login, Wi-Fi reconfiguration, and connection testing on multiple devices — a logical sequence that resolved the router setup and one TV.
R3 Met Correct resolution path conf 95%
Agent correctly identified E2500 as out-of-warranty, offered paid support per policy, and proceeded with full troubleshooting rather than dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent confirmed ISP (Spectrum), verified internet was working on the router, identified the symptom (TVs not connecting), and isolated the issue to device-specific problems after router reconfiguration succeeded.
T2 Met Appropriate tools / resources used conf 85%
Agent used the router’s web-based setup wizard (observed via customer narration) to reconfigure the device — a valid diagnostic and resolution tool for this scenario.
T3 Partially Met No misinformation conf 90%
Guidance on reset button, default SSID, and Wi-Fi setup was correct, but agent gave conflicting reset duration (20s then 30s), which could cause confusion.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and progressed through steps, but had unexplained silences and unclear transitions (e.g., 'I'll be right back') that disrupted flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and adapted to customer’s pace, but did not consistently confirm understanding, especially during password entry and reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, honored paid support commitment, and followed through on troubleshooting.
O2 Met Proactive follow-through conf 90%
Agent set clear expectations about paid support, guided customer through full resolution path, and provided a specific next step (contact Sony support via website/chat) for the remaining issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within agent scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized at the end and acknowledged inconvenience, but did not proactively express empathy or recognize frustration during repeated connection failures.
X2 Partially Met Tone & rapport conf 85%
Agent remained patient and adjusted pacing slightly, but used a consistent tone and missed opportunities to check comprehension during key steps.
X3 Partially Met Overall experience conf 85%
Customer had to repeat serial number and describe issues multiple times, but agent eventually guided them to resolution on the router and one TV without unnecessary holds or steps.
Call Transcript69 turns · 78 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. Please register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, Paid support may be available. depending on For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
I'm tough connecting my TV to the internet. [silence] Yes, my TV. That can't get the internet to go through. Out of my TV. [silence] Spectrum told me to call you. [silence] Okay. [silence] 1 0 A40 M 26 A 0 4 6 2 1. [silence] Yes. [silence] 1 0 A 4 0 M
05:00
Speaker 2
10 A 4-0 M
05:00
Speaker 1
M-26a 04621.
06:00
Speaker 2
Okay, got it. Let me just suck on the exact unit. Okay. And what is this TV that you're trying to connect ma'am? What's the brand? So, was this TV working fine before or is this the first time you will connect this TV? Okay. Do you have the model number of this router?
06:00
Speaker 1
There's a few numbers here. Your model number. E2500 V4. Yes. Yes.
07:00
Speaker 2
Yes, model number, what is the model number, ma'am? A2500 version four. Okay. Okay, and just to confirm ma'am, your internet provider is Spectrum, right? It's Spectrum. Okay. So I
07:00
Speaker 1
Three one five two two two four nine zero four. Carolyn shell. C-R-O-L-Y n shell. F-C-H-E-L-L. Nicole, n-i-c-o-l-e one three six seven three Yahoo.com.
08:00
Speaker 2
Oh, I still need to check at the alternate unit, ma'am. While we wait for that, may I have your phone number in case you get disconnected? How about your first and last name, maam? Okay, how about your email address? Okay. So, yes, I was able to confirm, ma'am, you are using a version 4 of our E2500. And, um, based on the information I have here, maam, it shows that this unit is already part of our out of warranty devices. And for out of warranty devices, ma'am, we can no longer provide free assistance. But, um, we do have options for this. But, let me just set your expectation first that this unit, ma'am, this is already an outdated device. And, um, if you have a an update from your provider, this device will be, misbehave, uh, will misbehave, or, uh, will disconnect. Or other things is that it will lost connection to other devices. So, uh, same on what's happened to your TV. You can still try, ma'am. We can still try to do.
08:00
Speaker 1
$16 charge? You have no way of paying that over the phone.
10:00
Speaker 2
uh to do troubleshooting for this one, but again, it's still uh may or may not work. And the uh for out of yes, since this is running out of warranty device, uh I can walk you through step by step with the process ma'am, but it's already with a $15 charge. Uh 15 ma'am, 1 5. But if you don't want to proceed with that, I'm sorry ma'am. We actually do have a option for that one, ma'am. But if you don't want to pay for the support, ma'am, other option that I can do for for you is to send you the full step-by-step guide on the troubleshooting that you can do for you to have it can uh connect to your Wi-Fi uh connect to your
10:00
Speaker 1
It's okay, just go me. UHME the, the assistance, yes? Where, will it be gonna be working again? And, that's, they need help with. [silence]
11:00
Speaker 2
Your Internet is currently working, ma'am, right? It's just that your TV is not uh connecting to it.
11:00
Speaker 1
How much is this service? Can I pay that through the mail?
12:00
Speaker 2
okay. So how, um So how about, um You, since you have internet connection right now, ma'am, how about I send you the full step-by-step guide on the reset and the configuration of this unit? If that won't work, Then you can just give us a call, ma'am, if you wanted to pay for the service. You wanna, That's for, uh, 15 ma'am, $15 for an hour of troubleshooting. Would you like to guide first? I have with you, uh, I can process it right here, ma'am. But then let me just set your expectation that that $15 is non-refundable. And in case your router is defective or, uh, no longer working, then we cannot refund your money.
12:00
Speaker 1
. Okay. Then I'll take the one with the $15 fee. Yes.
13:00
Speaker 2
Would you like to go ahead with the page service, ma'am. Okay. Okay. So, let me just, uh, prepare my tools here, then we'll go ahead with the page service, if my mic, just, uh, I'll be a second. Just give me a few more seconds, ma'am. Okay?
13:00
Speaker 1
my computer is not working right now [silence] it won't connect at all [silence] it's me new one [silence]
16:00
Speaker 2
Wait for this one, ma'am. This payment method may just ask you if you have a computer or maybe an iPad that we can use. You mean not connecting to the internet or not connected at all? Okay, so for this one ma'am, I will be asking for some of your personal details, uh, like the card number, the expiring month and year, and the security code. Would you like to go ahead now?
16:00
Speaker 1
okay No It is a different name No It is PayPal It is the PayPal MasterCard The name on is Nicole Shale Nicole N I C O L E Shale S C H E L E.
18:00
Speaker 2
OK, so for this one ma'am, let me just put you on our secure line first, okay? OK, so let me start with your first and last name on the card, that will be the Carolynn Shells. different name? what's the card name? name of the card? Yes. Okay, and how about the, Yes, got it ma'am.
18:00
Speaker 1
5, 5, 8, 1, 5, 8, 5, 6, 4, 9, 8, 4, 7, 1, 8, 9. 10, 29. 3, 4, 3. Yes. [silence]
19:00
Speaker 2
Okay, how about your card number ma'am? Okay, let me just check. Yeah, this is a master card. How about your expiration month and year ma'am over the card. Okay, thank you. How about the security code? Okay. And the email address just to confirm Ma'am, it's Nicole13673@ yahoo.com, right?
19:00
Speaker 1
my computer's not working, I can't use my computer, it won't connect online anymore, which is why that
20:00
Speaker 2
Okay. So for this transaction, ma'am, you'll be receiving a confirmation uh code. I'm sorry, a receipt rather. And ma'am um before you proceed with the paid service, I might need to ask you to uh use your computer or your laptop for for us to do the troubleshooting. Uh. You mean totally not working at all even if we try to connect it without internet? Is there any other device that we can use ma'am? Yes, yes, because if we will go ahead with the paid service ma'am instead this is an older device, an older uh router, we might have problem accessing the user interface using a phone. So.
20:00
Speaker 1
I have a computer that's it. I have a laptop but that is it. Let me connect. OK I'm on my computer
21:00
Speaker 2
it will take time for us to proceed with the troubleshooting without any device to use. That's why I need to make sure first that you have at least a computer or an iPad. [silence] I'm sorry. [silence] Okay. If that's the case, then yes, we can go ahead. Okay, so yeah, we can go ahead with that. I'll go ahead and place the interaction on memory. [silence] Okay. Yes, that's good.
21:00
Speaker 1
Hang on. I'll check. There's one on the back where it says internet screen. Yes. Yes.
22:00
Speaker 2
Okay, so you'll be receiving a receipt for this one, ma'am. And... Okay, so now we can start with the troubleshooting. Um... Okay, what is... Is there a light indicator on top of your LinkSys modem? I'm sorry. There is a light indicator on top of your LinkSys modem. Yes. At the back. Okay, is it blinking? Mhm. Okay. Well, that's good. And are you still able to see the WiFi network, ma'am? The WiFi name of your LinkSys. The name you set up. Okay, let's use your computer. Connect your computer to that same WiFi network. Okay. So is your's uh computer connected now? Okay. Just let me know ma'am, if it's already connected. [silence]
22:00
Speaker 1
it when connect Can you see it? Okay, hang on guys. [silence]
24:00
Speaker 2
[silence] won't connect. Um okay. So if that's the case ma'am then I believe we can go ahead with the next troubleshooting since you tried already connecting your computer to it. So at the back of your Linksys router ma'am you have there a reset button, that's the red button. You see that? Okay, that's good. So can you please press and hold the reset button for 20 seconds ma'am?
24:00
Speaker 1
Hey, how long to hold it down? Okay. [silence]
25:00
Speaker 2
thirty seconds okay so let's you give it a time uh minute now and then we will try to connect your computer your laptop to the default name of this unit
25:00
Speaker 1
Can I put in the same one number? Go to the settings.
26:00
Speaker 2
Not yet, madam. Can you do this first? Go to the settings of your laptop? Wi-Fi settings? Yes. Go to the settings and go to Wi-Fi. Okay. And kindly look for the Wi-Fi name Linksys-04621.
26:00
Speaker 1
It's asking for a password. Okay. Let's go to that password. Yeah.
27:00
Speaker 2
Okay, the password is written underneath the links, just unit... the router. There's a we there's a password information in there. Let me know if you're connected or not.
27:00
Speaker 1
Okay. It wouldn't connect. It would not connect. [silence] Are you still there? My computer will not connect, no matter what I do. It will not connect. Yes, it will not connect.
28:00
Speaker 2
Yes. Yes, ma'am. Still here. Are you connected now? Did you use the default name, ma'am, and the default password? Okay. What is the exact error message? [silence]
30:00
Speaker 1
It says either I'm out of range or it's a bad password. I put in the password that's on the router. And it still wouldn't go through. I don't know if it's zero or it's no. I don't know. I'll try it as a zero.
31:00
Speaker 2
Okay, what's the password? Read the password to me please. Is there any Is there an O or zero in it? Mhm. Is there any zero on the button, ma'am? [silence] Yes, uh use zero ma'am. Uh we don't use uh O for the password.
31:00
Speaker 1
You know, it says network found and you to sign in. Okay, it's open. Browser's ready. Okay.
32:00
Speaker 2
that's good.
32:00
Speaker 1
Okay, now the Linksys page says, let's get started. Okay, it says, a set of wizard will help configure your router and get it connected to the internet. You'll be online in just a few minutes. Yes, I just clicked it. Now it wants Wi-Fi settings. Um, it has 2.4 GHz, 2.4, 5, and 5. I think those are just two 5s. Yeah.
33:00
Speaker 2
Yes, okay that's good. You're on the right page man. Do you have the next um option? Okay, do you have the next yes Do you have a next list um, okay so I believe it is now asking for your wifi name and password, right?
33:00
Speaker 1
Okay. What's the password that's on the router or do I put my password in. [ silence ]
34:00
Speaker 2
Okay. Can you set up a Wi-Fi name for this unit first? Like if you have the old network, ma'am, use that same old network name. You can create your own password, ma'am.
34:00
Speaker 1
Okay. Please input a 2.4 GHZ network name. Okay. Create an admin password relative access web-based setup page of your each to 500 router.
35:00
Speaker 2
okay can you uh type in the same wi fi name and part of the 2.4. um just copy the name that you have right there that you already created okay that's good so admin password map [silence] If you can remember earlier, you were routed to a login page. So I will suggest ma'am, make it as simple as possible. Make sure to have a copy of this because if ever you forget this admin password, you have to reset the whole thing again. Okay.
35:00
Speaker 1
use the wireless menu on your computer or device in the settings below to reconnect. Setup will continue automatically. uh, still connecting. [silence]
37:00
Speaker 2
Okay. How is it, ma'am? Still connecting. Okay.
37:00
Speaker 1
its still connecting it wont connect it will not connect
38:00
Speaker 2
Okay. So how is it Ma'am? Are we inside interface? It's still connecting. Okay. I'm sorry. What is the error Ma'am?
38:00
Speaker 1
It's tries to connect and it stops and it tries again they stopped to try it. again, it's not connecting. It's not connecting. My laptop will not move. That's not connecting at all. yeah
39:00
Speaker 2
Okay, how was it, ma'am? Computer is not connecting at all? Did you use the password you just created, ma'am? The Wi-Fi password?
39:00
Speaker 1
No. It won't connect. I'll know if it'll still.
40:00
Speaker 2
Okay. Let me just check on that for you, ma'am, Can you give me two to three minutes? sorry, three to five minutes, please. Yes, can you please stay on the line and please try to connect your computer to that network? Use the password you just created, ma'am, not the admin password, but the Wi-Fi password or the wireless password.
40:00
Speaker 1
Okay, we're connected.
41:00
Speaker 2
Okay? Okay, so I'll be right back. Just stay on the line, okay? Thank you so much, ma'am. [silence]
41:00
Speaker 1
I'm here. It's connected.
46:00
Speaker 2
hear ma'am I ma'am thank you so much for patiently waiting ma'am so how is it did you try to uh connect your computer to the Wi-Fi network it's connected okay that's good are we able to go back to that latest page
46:00
Speaker 1
It says update successful. Your router will restart. Please wait. [silence] Yes. It's a Roku TV with Roku built into it, and the other one is a Sony TV. Okay. Alright, that's.
47:00
Speaker 2
Okay, that's good. Uh, ma'am, so you mentioned earlier that you have two TVs that is not able to connect to your Wi-Fi. What is the brand of the other TV, maam? You mentioned that the other one is Roku, right? Okay. Uh, Sony. Okay. Uh, okay, so can you now, uh, since you have a new Wi-Fi network, um, can you please try to connect your, uh, let's start with your Roku TV, try to connect it to your Wi-Fi network, to the newly configured uh Wi-Fi network. 9. just let me know if there's any okay that's good so how about we go ahead with your Sony TV now try to connect your Sony TV
47:00
Speaker 1
Tanaya will not connect Sony TV did not connect. I'm here. The Sony TV. The Sony TV did not connect. Yes, I did. Would it matter if I used a different. I used the same one on both ones on both TVs. Same, same password, same everything. Would it matter if I used a different port? Because I have a Roku stick in the back of my TV of the Sony TV. And used to have it in the top port for internet, but that port is broken now. But I have two other ports I can use. Would that make a difference?
51:00
Speaker 2
Hello. Oh, yes, sorry. Yes, how is it ma'am? Did not connect. Um, you're using the same Wi-Fi name ma'am for your network or is it like a totally different name? Same name. I see that um. [silence] Oh. Yes, actually yes ma'am. So, so, cause that Roku stick ma'am, that is the device that'll make your [silence] uh make your
52:00
Speaker 1
Do we have to program the TV to work with a different port? Okay. Okay.
53:00
Speaker 2
not Wi-Fi capable device or not Wi-Fi capable to connect to your internet. So, um, for this one I'm not so sure about um Sony TVs, but it will be better, ma'am since your other TVs uh TV works fine already. Please do get in touch with Sony. Ask them if they can help you uh set up a different part for your or fix the port on your Sony TV. Okay. Unfortunately, ma'am I don't have any um contacts with uh support from Sony. Let me just try if I can get through that, okay? Thank you. Okay. Unfortunately, ma'am, I don't see any support number for USA. But I can see here that they have a website and they have a chat option, ma'am.
53:00
Speaker 1
Okay. Okay, thank you for your help. No problem. Have a good day. Bye. Thank you.
55:00
Speaker 2
So if you have your phone or your computer with you, just go to sonym.com and go to their support side and you'll be able to ask assistance from their technical team through chats. Okay. So for your links to router, ma'am, it's already fixed. What you need to do is just get in touch with Sony for this concern. You're welcome, ma'm. Thank you as well for your time and I apologize for the inconvenience, ma'm. Have a good day and stay safe. Thank you, ma'm. bye bye.
55:00