V2 Rubric Detail — 4bb7f17c-7553-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 13:46
Duration
15m 58s
Contact
Ryan Grant
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135477
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Fire Stick Can't Connect_MX2000

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (+19.9)

V2 Grader Summary

The agent successfully resolved the initial 'invalid password' issue by guiding a password change via the Linksys app, achieving Fire Stick connectivity. However, post-connection buffering on Fire Stick apps was not addressed, leaving a performance issue unresolved. Technical accuracy was high per Assessment 3 authority, but communication and experience indicators showed partial met due to silences, lack of understanding checks, and repeated serial number requests.

V1 Case Analysis

Customer unable to connect Fire Stick due to Wi-Fi password confusion (O vs 0). Changed Wi-Fi password via Linksys app; device connected. Streaming delays persist. No case created.

Troubleshooting Steps
  • Verified SSID and password from router label.
  • Guided customer to download the Linksys app and change the Wi-Fi password.
  • Tested connection on the Fire Stick after password change.
Key Observations
  • Customer struggled with distinguishing the letter 'O' from the number '0' in the Wi-Fi password.
  • Agent did not verify router admin access or check router settings before advising password change via the Linksys app.
  • Call contained long silences and the streaming performance problem was not addressed.
  • No case number was created or referenced, violating case management protocol.
  • Agent ended the call without summarizing next steps or confirming full resolution.
Positive Highlights
  • Collected essential customer information (name, email, phone, model, serial number).
  • Correctly identified password confusion (O vs 0) as the root cause of the connection issue.
  • Provided correct, KB-aligned steps to change the Wi-Fi password via the Linksys app.
  • Successfully got the Fire Stick to connect to the network after password change.
Agent Errors / Gaps
  • Did not confirm router admin password or local router access before changing Wi-Fi password via the Linksys app.
  • Did not investigate the reported app loading delays after the Fire Stick connected, which may indicate a broader Wi-Fi performance issue.
  • No case/ticket number was created or referenced — a critical protocol failure.
  • Call ended without a clear recap or next-step summary.
  • Did not confirm whether the Linksys app was already linked to the router before advising password change via app.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer reported Fire Stick connected after password change but later experienced buffering on apps, indicating unresolved performance issue despite initial connectivity.
R2 Met Diagnostic thoroughness conf 96%
Agent verified model/serial, diagnosed password character incompatibility, guided password change via Linksys app—logical, relevant steps that advanced resolution before relying on self-help.
R3 Met Correct resolution path conf 94%
Agent correctly identified configuration issue (password complexity), not hardware/warranty limitation, pursued best-effort troubleshooting appropriate for device status without dismissing based on warranty.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified 'Wi-Fi password invalid' symptom, asked targeted questions about model, password, device behavior, inferred special characters as root cause per Assessment 3 authority.
T2 Met Appropriate tools / resources used conf 94%
Use of Linksys app to view/change Wi-Fi credentials was appropriate and sufficient; no remote diagnostics/logs needed for password-level issue per Assessment 3 authority.
T3 Met No misinformation conf 95%
Agent correctly advised special characters in passwords can cause Fire Stick connection failures and provided accurate steps to change password via app per Assessment 3 authority.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow but allowed multiple long silences, lacked clear transitions, did not summarize or confirm resolution before closing per Assessments 1-2 evidence.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but did not confirm understanding after key steps (e.g., 'Did you see updated password in app?') or adapt to customer's repeated uncertainty about characters per Assessments 1-2.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case end-to-end, performed all troubleshooting, did not transfer or disown responsibility despite complexity per Assessments 1-2.
O2 Met Proactive follow-through conf 94%
Agent gave clear next step: change password in app and reconnect Fire Stick, which customer successfully executed per Assessments 1-2.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required per all assessments.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—resolvable configuration issue within L1 scope per Assessments 1-2.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details not applicable per Assessments 1-2.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent used polite language but did not acknowledge customer frustration or repeated effort; empathy present but not personalized per Assessments 1-2.
X2 Partially Met Tone & rapport conf 85%
Agent maintained steady pace but did not adjust for customer confusion (e.g., serial number uncertainty) or check engagement during silences per Assessments 1-2.
X3 Partially Met Overall experience conf 86%
Agent reduced effort by using app but caused unnecessary repetition by asking for serial number multiple times despite clear provision per Assessments 1-2.
Call Transcript22 turns · 27 lines
Speaker 1
How are you, man? Um, I just have a quick issue here. So I'm trying to, um, login. I'm trying to set the Wi-Fi on my laptop, but [silence].
00:00
Speaker 2
welcome to Synxus 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.linxes.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, please have your device 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 Synxis. My name is Ven and how may I help you today?
00:00
Speaker 1
I have a I'm trying to log into the Lenk's and it's not allowing me to.
01:00
Speaker 2
Just to also clarify, are other devices connected to that same Linksys router? I see. Only the Fire Stick is currently having that same issue. Is that correct? [silence]
01:00
Speaker 1
Well, I see on the bottom model number MX2000. Yes. The serial number is, bear with me. It's 5, I'm assuming that's a zero after. I don't know if it's a zero or O. But 50D as in dog, 10M as in Michael, 21E as in early. 08633. And like I said, I'm not sure. I'm sorry. Oh, I was gonna say, I'm not sure if those are like zeros or O's. I I'd [silence]
02:00
Speaker 2
to you so much. What's the model of your links? Should say router? Thank you so much. Can you provide me the serial number of the device? Mhm. Mhm. Hm. Mhm. Mhm. 50 Delta. Uh what was it? You weren't sure. [silence] [silence] [silence] [silence] [silence]
02:00
Speaker 1
I don't know, but yeah. okay. okay, I guess so. yes. yes. Ryan Grant. yes. Email address should be rggrantrgrant24@gmail.com.
03:00
Speaker 2
No, where is their day should be oh? All right. Uh, before anything else, may I also ask if this your first time calling? Since this is your first time calling, I'll just have to gather some quick few information so that I can create a case in.our system to start off. Can I have your first and last name? Ryan Grant. Thank you so much. What about the email address? To repeat. It's RG Ryan Grant two four at Gmail.com.
03:00
Speaker 1
Yes sir. Yes sir. I think I think it's I'm just two to two devices uh uh one one in the kitchen and one in the basement. I'm gonna roughly say two. I'm gonna say two. Um, Verizon, Fios, I think it is. Yeah. Yep. when I I type in the the um the Wi-Fi it's developed setup. It's called vell up setup. So I type that in undefined.
04:00
Speaker 2
The phone number that you're currently calling is 347-451-7212. How many links as devices do you have in total? All right. [silence] Thank you so much. All right. Thank you so much for that one. And lastly, may I know what's the internet service provider as well? Right. All right. Thank you so much for that one. On the fire stick, since you mentioned it cannot connect, what's the specific message that it's giving you? Ooh? [silence] Right. Yes. Thank you. [silence]
04:00
Speaker 1
I'm sorry, I click on that and then when I type in the password it saying invalid.
05:00
Speaker 2
mm-hmm and what's the wi-fi name of your linksys as well does it just say setup I see thank you so much for that one and in terms of the password that you used was it the same one that's underneath the unit as well you mentioned that you tried using the password specifically was the password that you used the same one that's underneath the MX2000 all right can you try it again one more time make sure to carefully look to the spelling and the numbers as well if there's any special characters please double check
05:00
Speaker 1
O. Now, again, I'm, I'm assuming that's an O, or is it, I don't think that's a zero. Let's um, I have I G. Okay. Okay, I got you. Oh, yes, that's a zero. Then I got I G-0-Y-4-1-1-V-S-8. Okay. Connect. Uh, put in the password. Let me see if it connects now. It's saying Wi-Fi password invalid. Yeah. I, I haven't really.
06:00
Speaker 2
If it's big, it should be a number zero. If it's small, it's a letter O. [silence] Wi-Fi password invalid. Okay. Do you use the Linksys Smart Wi-Fi app, or the Linksys app?
06:00
Speaker 1
used do I have it downloaded I don't think I I might have logged on to it when I first started um I haven't okay actually did download it let me just okay allow links to access this device location uh should I allow it to access the location okay only this time okay [silence]
07:00
Speaker 2
because in this case, you might need to consider changing the password instead, since there's a possibility the Firestick does not recognize the characters, especially. For example, if your password is Ryan Grant and one of the A's is like the at sign, like atgmail.com, the Firestick may not recognize that one. So, it's best to try and change the password instead. And the fastest way and the best way to do it is to download the Linksys app. If you haven't downloaded it, go ahead and download it now, so I can guide you through it as well. Yes, it's for local use only.
07:00
Speaker 1
All right. I'm, I'm on, I'm on the app right now. Um, maybe, um, yes, yes, sir. Okay. Wi-Fi setting, okay. Okay. You know, it's interesting though, that when I did that, when I clicked on the password, It showed something different than what was under the um, the, the actual device, that the, the the motor, I should, um,
08:00
Speaker 2
Are you in the dashboard? All right. For changing your Wi-Fi password, you just need to go to the three lines at the top left. From there, click on Wi-Fi settings. There should be two blanks. The first one is your Wi-Fi name, which is at the moment it's velop setup. And the other one at the bottom is your Wi-Fi password. To change it, you just need to erase what's in there and put in the one that you'd like to have. [silence] I see.
08:00
Speaker 1
Okay, let me try that. I know I did it months ago, I did, or like a year ago. I don't know. I don't remember how long it was. Let me see. okay. is this why? Let me see. Let me see. Okay. seven, On the. Let me see. the nine. Okay. h. Uh give give me give me a moment, so it's a long password. okay, let me see now if this should work. it should work. Let me see. now. oh, it's loading. They bear with me. okay, hold on. alrighty. And let me see.
09:00
Speaker 2
try using that password to see if it may connect instead.
09:00
Speaker 1
Okay, it says connected. Now I got to actually try one of the apps to make sure it is connected. Okay, this one seems good, mister. Do you mind if I...? Oh, hold on one second. Okay. One second. Do you mind if I check the other Firestick? It was giving problem too. I have one more. [silence] Okay. This one, this one is connected. So it's the other one was giving some problems too. I'm hoping it's the same problems that we'd be, it'll be easy fix. Okay. I'll try this one. Uh, give me a moment. Bear with me. I'm right in front of TV now, it's just loading up. Okay, see now this one now, the Fire Stick homepage is where. and but when I click on some of the apps to actually watch a program or something it it like it delayed it's like the you know the download time keeps showing up on the screen. Like it's been in, excuse me. spinning in a in a circle and it won't actually show. I'm assuming that that's a wi-fi issue. Let me just go to the settings. Okay, I see here network okay I guess with this one. This okay this one's on a different this one I can use the same links links motor right same the developed setup setup 1 F2. Okay. alright I'm gonna type it in now okay alright E uh Okay, I just typed in the the password. It says connected, but I won't know for sure till I click on one of the programs. Okay. Bear with me. I apologize for the delay. [silence] All right. Okay, so this one, this one looks like it's it's working as well. Um, it's just [silence] Okay, so the the problem would it be the the the the Wi-fi here. I'm just taking one last set up. Okay, that looks like it works. So, so it then the most convenient way you're saying to fix it would be, getting the app, right? Okay, okay. Right. So far, so far it looks like it's, it's working. It's just this particular program on the fire stick is giving me problems but the other ones after I typed in the password looks like it's loading up. All right, I guess, I guess that's all for now. Thank you, thank you, you too.
10:00
Speaker 2
Yes, the Apple, always reflect you the correct information regarding about any password or any kind of changes done on your Linksys. All right. So once again, thank you so much for calling Linksys. Take care and have a great day as well. Bye-bye for now.
15:00