V2 Rubric Detail — 4785d086-7a6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 01:42
Duration
29m 5s
Contact
No name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00136298
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall63.7% (+7.7)

V2 Grader Summary

The agent correctly identified the router as out‑of‑warranty and offered an upgrade, but failed to troubleshoot the TV's Wi‑Fi problem beyond a single power‑cycle question, leaving the issue unresolved. While the interaction was polite, empathetic, and followed proper call control, the lack of substantive diagnostics resulted in an unsolved problem.

V1 Case Analysis

Samsung TV cannot join Wi-Fi; other devices fine. Serial 10607834868, model VLP01 (out of warranty). Advised TV power-cycle, not to reset router, emailed troubleshooting article, incorrectly recommended MX6200 upgrade.

Troubleshooting Steps
  • Collected serial number and model number
  • Advised power-cycle TV and delete/re-add Wi-Fi network
  • Instructed not to reset the Linksys router
  • Promised to email a troubleshooting article
Key Observations
  • Agent misidentified the VLP01 as a WHW01, a primary router, when the VLP01 is a temporary Wi-Fi setup extender (per KB: adjacent_connecting_devices.md).
  • Provided an incorrect support URL ("links says.com") instead of support.linksys.com (per KB: universal_support_contacts.md).
  • Falsely claimed the VLP01 was out of warranty and end-of-life without verifying its actual support status.
  • Recommended an unrelated product (MX6200) for a range extender issue, despite the VLP01 being a temporary setup tool (per KB: universal_factory_reset.md and adjacent_connecting_devices.md).
  • Did not verify whether the TV connectivity issue was resolved before ending the call.
  • Long periods of silence and repeated clarification requests reduced call efficiency.
  • Agent incorrectly treated the VLP01 as a permanent networking device requiring no reset, contrary to its intended use as a temporary extender.
Positive Highlights
  • Collected serial number and model number from the customer.
  • Provided the customer's email address for follow-up.
  • Offered to email a relevant troubleshooting article for TV connectivity.
  • Correctly advised against resetting the device to prevent reconfiguration issues, despite misidentifying the device.
Agent Errors / Gaps
  • Incorrect model identification (VLP01 vs WHW01) — misdiagnosed product type and function (per KB: adjacent_connecting_devices.md).
  • Provided a hallucinated support URL ("links says.com") instead of support.linksys.com (per KB: universal_support_contacts.md).
  • Falsely claimed the VLP01 is out of warranty and end-of-life without verification (per KB: universal_factory_reset.md).
  • Recommended an unrelated product (MX6200) for a range extender issue (per KB: universal_factory_reset.md and adjacent_connecting_devices.md).
  • Failed to recognize that the VLP01 is not a primary router but a temporary Wi-Fi setup extender (per KB: adjacent_connecting_devices.md).
  • Did not verify resolution of the TV connectivity issue.
  • Gave technically inaccurate advice by treating the VLP01 as a full router requiring no reset, when it is a temporary setup tool (per KB: universal_factory_reset.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the TV's Wi-Fi issue and only suggested buying a new router; no troubleshooting or confirmation of fix was performed.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked if the TV was power-cycled; no systematic troubleshooting (checking SSID, password, router logs, etc.) was performed.
R3 Met Correct resolution path conf 90%
Agent identified the device as out‑of‑warranty/end‑of‑support and recommended an upgrade, which is the correct path for such a product.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent recognized the symptom (TV not connecting) and asked a single basic question, but did not gather enough details to pinpoint a root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not guide customer to access router interface (http://192.168.1.1 or myrouter.local) to verify settings, despite this being a standard diagnostic step for isolating TV connectivity issues.
T3 Met No misinformation conf 95%
All technical statements (no reset needed, out‑of‑warranty status, upgrade recommendation) were accurate and consistent with KBs.
Communication
C1 Met Clear & professional language conf 90%
Agent opened with a greeting, collected serial/model, set expectations (no reset, will email article), and kept the call on track.
C2 Met Confirmed understanding conf 85%
Used plain language, apologized, avoided jargon, and responded to the customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent did not transfer the call, provided a solution path, and followed through with a promised email.
O2 Met Proactive follow-through conf 85%
Stated that an email with the troubleshooting article would be sent after the call.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the customer's first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an out‑of‑support device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'Sorry to hear about it' and 'I'm really sorry to inform you...'
X2 Met Tone & rapport conf 85%
Maintained a calm, courteous tone and adjusted language when the customer was confused.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary repeats, did not ask the customer to reset the router, and provided a direct next step (email article).
Call Transcript21 turns · 27 lines
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. certain products will be supported while End of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence] The guy at Spectrum was very helpful. And then when you explained that black box, rather, I mean, that we have there is a Spectrum modem. I don't know these descriptors, but that's a modem. And he said the signal is clean and strong. And I said, even though I don't see the lights that I normally see, he said, yeah, my end, the signal is clean and real strong. He said, but the router, what router do you have? He says, and I said, a Linksys, and he goes, that's a real good brand. He said, but I can't see on my end what your Linksys router is doing because it's not my product. I think, I get that. So he said, try this. Unplug the Linksys. I did, and that's when the call dropped. He immediately recognized what happened because he sent back to your phone a very nice, clear message saying, the call has been dropped because you unplugged the router. Today's discussions have been restricted. message, um, basically what I just said, and he gave me the phone number through technical support from Linksys. And that's why I'm on hold with them. And now, on hold. My phone or yours? Your phone, because because I wasn't able to use the phone. Turn it around. Let me see the other. That's your phone. Oh, that's my phone. Right. Um, but your phone had the message the voicemail message and the piped piped message. Text. Um, I don't understand why this all of a sudden stopped working. I don't I know. I don't know, anything. I've all, I've made this phone call on my phone to this linkless number, and it wasn't going through at all. Call failed, call failed. Well, the reason it call failed is because I needed to plug back in the router. So I did, and it took me a while, but all of a sudden, I got my laptop and these phones connected to Wi-Fi, which is why I was able to make this call. Now I'm just sitting here on hold listening to this music. I'm sorry. What was your name again, ma'am? Okay, Ruby. Great. Uh, Ruby, I, uh, my, uh, Samsung smart TV is not connecting to the Internet, uh, suddenly, and I'm not, I'm not sure why. Um, we have spectrum, um, Internet service. And I called spectrum and actually talked to a live, you know, tech guy. And he said that at their end, the modem, which is a spectrum modem, looks good. The signals are, um, the signals look, uh, nice and strong and clean on his end, is how he put it.
06:00
Speaker 2
Thank you for calling Linksys, this is Ruby. How can I assist you? My name is Ruby, sir, from Linksyses technical support. I will help you.
18:00
Speaker 1
The the router that I have is the Alinks is router. So I just need some help to figure out why literally all of a sudden a few hours ago, the TV just would not connect to the internet. Yeah. Yeah. Yeah. Yeah. Absolutely. Yep. I mean, years. uh, Well, other than our cell phones and my one laptop, that's the only The The TV is not. [silence] [silence]
19:00
Speaker 2
Sorry to hear about it. So this TV was working fine before. It's a Samsung TV. So years for years and this is the only device that cannot connect to the Wi-Fi right now. So the only device that's not working, that's not connecting to the Wi-Fi.
19:00
Speaker 1
Well, I unplugged the, I unplugged the router, um, and, uh, I mean that did nothing. Uh, the, the, the, the spectrum tech guy suggested that I, uh, unplug the power to both the modem and the router. I did that, um, then we, we, we're we reconnected it and got the power back, um, and that's when he was able to determine on his end that the, it's not the, it's not the modem, um, but I'm not sure what it is. So then I, uh, uh, plugged the, uh, router, uh, the Linksys router back in so that I could at least see if I could get, um, internet connection for my
20:00
Speaker 2
the TV, unlike what troubleshooting have you done so far on your TV on the router? [silence]
20:00
Speaker 1
Phone and my laptop and I was able to do that but the television is still not connecting for some reason [silence] Yeah from your end can you [silence] How many what? One [silence] Yeah [silence] Did I tried to do what?
21:00
Speaker 2
yes, sir, so, uh, Spectrum informed you that it's not about their modem because it's working, and, and, then it's, I think also, it's not about the Linux router because everything is working, except this TV. But we can check, uh, how many Linux routers do you have, sir? How many routers do you have, sir? One. Actually, if you want me to, like, access or check the router settings, I am really sorry, sir, because I don't have access to your router settings. So, we can check over the phone, okay? And, like, did you also try, did you troubleshoot the Samsung TV? Did you troubleshoot your TV?
21:00
Speaker 1
I I'm not hearing what word you're using. Did I try to do what to the TV? Oh, oh, yeah, yeah, yeah. Yeah, yeah, I'm sorry. Yeah, you know, multiple times, right? Okay. It is. Yep. I I don't even know how long my my son recommended this to me. And it was interesting and actually reassuring to hear the Spectrum tech guy say that that's a good router. You know, your company's routers a good one. Um my my son is a is an executive at Apple and he said, this is a good router too. So, you know, I I'm sure that the router, Yeah, and and I've been using this router for, I don't know, eight years. Maybe from your end, if I give you the serial number, you probably can tell me when it was uh
22:00
Speaker 2
troubleshoot the TV. Like, have you, like, tried to unplug, replug your TV, power it off and on multiple times? Okay. Well, we can check again. But before we proceed, sir, may we ask if this is your first time calling Linksys? Okay, sir. Allow me first to... Uh-huh. Oh, yeah. Eight years.
22:00
Speaker 1
started in use here. Yeah. I gotta get my glasses on and I've got to get a flashlight to look at these numbers. Let's see here. Oops, that's upside down. Okay. The serial number is two six D, as in David, 10607834868. Correct. um Let's see
23:00
Speaker 2
Yeah, what's the serial number? Uh-huh. Uh-huh. Uh-huh. So d one zero six zero seven eight three four eight six eight. And what's the model number? Thank you, sir. Yeah,
23:00
Speaker 1
I'm not seeing the word model number. Oh, I see it. Sorry. I'm sorry. I see it. V as in victory, L as in Linda, P as in Peter, zero, one. Yeah.
24:00
Speaker 2
oh is it the w h w is it the w h w 01 is it the sku right there can you see sku right there VLT 01. okay let me just check sir um ah just checking it here. okay uh this device is already out of warranty and aside that is out of warranty it hits the end of life as well as end of support. I am really sorry to inform you that sir. so for this yes sir for this one there's no more uh troubleshooting okay that i can provide and also there's no more more uh warranty repair that can still be done for your device okay? [silence]
24:00
Speaker 1
Yeah, okay. Yeah, all right. So you need my email address? You need, want my email address then? Okay, it's my last name. S. is Sheridan. So it's S. H E R I D A N. Dot C. as in Chris, F. as I in Frederick @ gmail.com. Yeah. Correct. Okay. Yeah. You're being at, what? What was that last part? [silence]
26:00
Speaker 2
Okay, troubleshooting. What's your email address? Sir. Yeah. Okay. Sir, expect an email from me right after this call cuz I'll send you the article for the troubleshooting guy that you need to apply. But again, I'm not suggesting you to reset your router. Okay?
26:00
Speaker 1
So don't don't don't press that red button on the bottom. Do not press the reset button is what you're telling me? Okay. Okay. All right. Where, hang on a second. Where where can I buy another one of these? Routers. Right.
27:00
Speaker 2
Do not reset the Linksys device, like press the reset button, because once you reset the router, everything will set back to its default settings, and then all devices will be disconnected. And then, of course, you need to reconfigure after, which will really be a like a lot of things to do, sir, especially that this device is on the end of support already. Can you do that for me? Exactly, yes, sir. Just do the troubleshooting on the TV, power cycle, delete the network, reconnect back. But I'll send you the article. Okay. For this end of support device for you to, like, have a reference, okay? Thank you so much for your time, sir. Hmm. Oh, yes, sir. Because I will be also advising you to upgrade your Linksys device, okay? You can check also our website.
27:00
Speaker 1
Okay. Okay. that's it's called what the it's Wi-Fi six MX 60 MX 6200 6200. Okay. Okay. Okay. sounds good. Thanks for your help. All right.
28:00
Speaker 2
links says.com which I will be sending also the article for the website. To know more about our product and services and the latest device that we have sir I will be recommending you the Wi-Fi 6 which is the MX6200. That's one of the latest model that we have. We also have the Wi-Fi 7 which is the MX6200. exact correct sir. And then also MBE like mama bravo echo 7000. Sir it's the Wi-Fi 7. But also I'll send you our website okay. So you can check our website for the latest model that we have. And then you can also check Amazon and then the Walmart or Best Your settings. sure you have a nice day bye
28:00