V2 Rubric Detail — 4975cd0c-68de-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:18
Duration
5m 59s
Contact
Robert Mertem
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133438
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: No Internet Connection_MR9600

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall43.5% (-20.4)

V2 Grader Summary

The agent confirmed the router was online and suggested reconnecting the TV, but failed to investigate router-side factors like Wi-Fi band, SSID visibility, or firmware. While not fully evasive, the agent prematurely redirected to the TV manufacturer without exhausting basic diagnostics, resulting in partial troubleshooting and increased customer effort. No critical failure occurred as some guidance was provided, but resolution was incomplete.

V1 Case Analysis

Customer's TV cannot connect to Wi-Fi while other devices work; agent confirmed router functionality via LED and working devices, advised to manually reconnect TV to Wi-Fi or contact TV manufacturer; no further diagnostics performed.

Troubleshooting Steps
  • Confirmed other devices have internet connectivity.
  • Checked router LED status (solid blue).
  • Suggested manually disconnecting and reconnecting the TV to the Wi-Fi network.
Key Observations
  • Agent correctly interpreted the solid blue LED as indicating normal router operation (per KB guidance for MR9600).
  • No attempt was made to gather specific details about the TV's Wi-Fi behavior (e.g., SSID visibility, error messages, band compatibility).
  • Advice to contact TV manufacturer is reasonable but premature without ruling out router-side settings (e.g., band steering, guest network isolation).
  • No discussion of warranty status or support eligibility despite customer providing full model and serial number.
  • Call ended without confirming whether the suggested action resolved the issue.
Positive Highlights
  • Correctly identified that the router's solid blue LED indicates normal operation (per KB).
  • Verified that other devices on the network have internet access, effectively isolating the issue to the TV.
  • Provided a clear, actionable next step (reconnect TV to Wi-Fi or contact TV manufacturer).
  • Accurately stated that Linksys support has limited ability to assist with third-party devices like TVs.
Agent Errors / Gaps
  • Failed to ask specific questions about the TV's Wi-Fi behavior (e.g., does it see the network, any error codes, is it attempting 2.4GHz or 5GHz?) — no diagnostic steps taken to isolate the issue.
  • Did not verify or discuss warranty status or support eligibility after receiving model and serial number.
  • Provided only generic advice (reconnect TV) without validating it on the call or offering additional router-side diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; redirected customer to TV manufacturer without resolving the connectivity problem.
R2 Partially Met Diagnostic thoroughness conf 93%
Asked about router lights and power cycling, but did not check Wi-Fi settings, SSID, or firmware that could affect TV connectivity.
R3 Partially Met Correct resolution path conf 91%
Agent correctly assessed router functionality but prematurely concluded issue was with TV without exploring router-side Wi-Fi configuration (e.g., band steering, guest network), though did not dismiss OOW device outright.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (TV not connecting) and asked about LED status and restarts, but failed to ask about TV’s Wi-Fi band (2.4 vs 5 GHz), password entry, or hidden SSID — key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use router admin interface (http://myrouter.local) to verify Wi-Fi settings, client list, or firmware — a necessary tool for diagnosing device-specific connection issues.
T3 Partially Met No misinformation conf 89%
Correctly stated solid blue LED means router is online, but incorrectly implied TV issue must be with TV manufacturer without ruling out router-side causes like band compatibility or MAC filtering.
Communication
C1 Partially Met Clear & professional language conf 87%
Maintained basic call flow but did not set clear expectations at start or summarize findings; call ended abruptly without confirmation.
C2 Met Confirmed understanding conf 91%
Used plain language, repeated instructions clearly (e.g., 'disconnect and reconnect'), and avoided technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent attempted to help by suggesting a reconnection step and confirming router status, but ultimately deflected to TV manufacturer instead of owning full troubleshooting path.
O2 Partially Met Proactive follow-through conf 89%
Provided one next step (reconnect TV), but no timeline, follow-up, or offer to reconnect if unresolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not acknowledge customer’s frustration after an hour with ISP; missed opportunity to validate effort and build rapport.
X2 Partially Met Tone & rapport conf 87%
Maintained consistent tone but did not adapt to customer’s growing resignation; could have offered more proactive reassurance or empathy.
X3 Not Met Overall experience conf 95%
Added customer effort by directing them to contact TV manufacturer instead of fully diagnosing the issue within Linksys’ scope (e.g., checking if TV is compatible with 5 GHz or if SSID is correct).
Call Transcript8 turns · 10 lines
Speaker 1
i [silence] yes i i was just on the phone with my um cable provider and they're telling me that it's my linksus system my router and not them and uh
00:00
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. Register your product by visiting register.Links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product paid support option may be available depending on the issue. Hi, thank you for calling Lincoln. My name is Vin and I hope you're doing great today,
00:00
Speaker 1
they tell me I have to check it, but I don't know how to check it. Yes. It is saying there is, but on the on the TV it says there is, but the tape or my cable provider Sparklight is telling me that there isn't. And it's not from Lynxsys. So, I don't know what to do. She told me to call Lynxsys because I've been on the phone with them for an hour and they said it's not them. Okay, here we go. The model number is, um, just turn it over, hold on one second. uh the serial number, um, where's my oh, you a model number. MR8600.
01:00
Speaker 2
[silence]
01:00
Speaker 1
9600 my serial number is serial number SN32L10J 09 A 01199 7 that's it Robert Merten thank you
02:00
Speaker 2
Thank you so much. [silence] And what's the serial number of your MR9600? [silence] To confirm it's 3-2L like Lulima, 1-0J like Jacob, 0-9A like Apple, 0-1. [silence] Can I ask to whom am I currently speaking with as well? [silence] Thank you so much. Is there any kinds of lights that's showing up on your Linksys router? Mhm. Alright. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Perfect. Thank you so much for that one. Lastly, to confirm, have you done some kind of unplugs and replugs on your router? Those kinds of basic troubleshooting. I see. So all your devices apart from the television are working. Is that. You're correct. So first and foremost, in regards to your linksys router, a solid blue light will always indicate the router is working. As you've already mentioned your computers, other devices are also able to go online and you also have a notification that your internet is running. That already indicates that the router is doing its job. And if you need to confirm it, you can start watching YouTube on your cellphone or computer, just to also reconfirm that the connection is working. On your television, however, I'd love to set your expectations that in terms of our assistance, it's very limited, since we're not experts in that kind of field. The only way that you can try to test out for your television is to manually try disconnecting and reconnecting the television to the Wi-Fi. However, if it still that is the case, the next up solution for it is to at least consider calling the manufacturer of the television instead.
02:00
Speaker 1
Okay. Well, that's you know, I was just on with um, our cable company, and they're telling me it's you, but if you're saying I didn't think it was the linksys. So they said it weren't we weren't probably getting a Wi[silence] signal. But the Wi-Fi is on and everything else, so I don't know why they wouldn't be getting it. Okay. Okay. Already. Thank you. Appreciate it. Okay. Thank you. You too.
05:00
Speaker 2
I see. If all devices are currently connected apart from the television, that's already in isolation where you where it's safe to say that the manufacture of the television is the one that needs to be called. But just to make sure you can try isolating the issue by trying to manually disconnecting and reconnecting the television to the Wi-Fi or test if the computers can go online like watching a video on YouTube, that's the proper isolation for it. All right, thank you for calling Linksris as well. Take care and have a great day. Bye bye for now.
05:00