V2 Rubric Detail — 4fd5e758-69b1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:29
Duration
16m 52s
Contact
Rodolfo Ocoma
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00127281
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping wireless connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided providing best-effort troubleshooting for an out-of-warranty device by incorrectly stating no free support is available, violating the OOW standard (Avoidance/Evasion).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped essential diagnostic steps, and incorrectly denied free support for an out-of-warranty device. Despite maintaining ownership, the interaction lacked effective troubleshooting, clear next steps, and proper adaptation to customer needs, resulting in an unresolved outcome with a critical policy violation.

V1 Case Analysis

Customer attempted to connect TV to Linksys router via USB; agent provided incorrect USB/modem advice, confirmed router out-of-warranty (expired 2023), and offered $15 paid support. Customer declined assistance; no functional resolution achieved.

Troubleshooting Steps
  • Attempted to collect serial number (initially misinterpreted as Wi-Fi name)
  • Incorrectly suggested USB cable could provide network connectivity
  • Advised power-cycling a non-existent modem
  • Confirmed router out-of-warranty status and offered paid support
Key Observations
  • Agent provided materially incorrect technical advice about USB connectivity (KB contradiction).
  • Suggested rebooting a modem that did not exist in customer's setup.
  • Serial number was initially misinterpreted as the Wi-Fi SSID.
  • Warranty status correctly identified as expired (2023).
  • No valid Wi-Fi troubleshooting steps provided for TV connection issue.
Positive Highlights
  • Maintained polite and professional tone throughout the call.
  • Correctly identified router as out-of-warranty (expired 2023).
  • Collected accurate customer contact information (name, phone number).
  • Offered paid support as appropriate path for out-of-warranty device.
Agent Errors / Gaps
  • Provided incorrect technical advice: USB cable cannot provide network connectivity (contradicts KB).
  • Suggested rebooting a non-existent modem (irrelevant to customer's hotspot setup).
  • Failed to obtain correct model number; treated serial as Wi-Fi SSID.
  • Did not guide customer through proper Wi-Fi connection steps for the TV.
  • Did not verify if TV could detect any Wi-Fi networks before escalating to paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered no resolution path beyond power cycling and a paid support option; issue remained unresolved and customer disengaged.
R2 Not Met Diagnostic thoroughness conf 90%
Only suggested power cycle; did not diagnose USB vs Ethernet confusion or check TV Wi-Fi compatibility, skipping key troubleshooting steps.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no free support for OOW devices, violating OOW best-effort policy which requires troubleshooting even if warranty has expired.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Failed to identify root cause; did not ask about TV model, Wi-Fi bands, or clarify physical connection type despite clear confusion.
T2 Not Met Appropriate tools / resources used conf 85%
No use of admin interface, diagnostics, or KB tools to verify router status or settings despite available local access methods.
T3 Partially Met No misinformation conf 85%
Correctly explained USB won't provide network access, but gave false information about OOW support availability and end-of-life status implications.
Communication
C1 Partially Met Clear & professional language conf 80%
Collected basic info and attempted to guide, but lost control during serial number exchange and failed to set clear expectations.
C2 Partially Met Confirmed understanding conf 80%
Used understandable language but repeated mishearings without adapting communication style or confirming understanding effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, attempted to assist, and did not transfer; maintained ownership throughout the interaction.
O2 Not Met Proactive follow-through conf 90%
Provided no specific next steps or timeline; only suggested power cycle and a vague paid support option with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted as the issue was within scope of L1 support; agent correctly decided not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required based on issue complexity.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Offered polite closing and apologies, but did not acknowledge customer frustration or repeated effort in connecting.
X2 Not Met Tone & rapport conf 85%
Maintained rigid, scripted tone despite customer confusion and difficulty reading labels; failed to adjust pace or simplify instructions.
X3 Not Met Overall experience conf 90%
Customer repeated serial number multiple times due to poor verification technique; agent did not streamline data collection or reduce effort.
Call Transcript30 turns · 31 lines
Speaker 1
Yes, I have an old Linksys router which is about a year and a half old, and I'm trying to hook it up to my TV and I followed all the protocols and I.
00:00
Speaker 2
Welcome to letts 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.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 your issue. 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 links. It's technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
I can't cock up to it I got the uh app on my phone which I'm talking you from and I still it still can't find the uh router [silence] and [silence] I guess I gotta hook that up by USB. [silence] it Yes on the from the back of the router to the back of the TV.
01:00
Speaker 2
okay so just to make sure I got it right yes sir just to make sure you got it right sir you're trying to connect your TV to the router
01:00
Speaker 1
right. Okay. [silence] Right. Okay. Rudol Okay, um.
02:00
Speaker 2
uh yes sir I will be needing that one but just to confirm your if I got your name correctly uh your name is Rudolf Peru okay I'll blow your email address sir Rudolf D okay let me just confirm that it's C-O-D-Y-T-A 59
03:00
Speaker 1
No, that's incorrect. No, it's ah. seven two four nine one nine nine nine zero four. one nine nine nine zero four. Correct, sir. Okay, I'm getting out the magnifying glass to read it. K.
04:00
Speaker 2
And let me verify your phone number as well. It's 724 6055 846? That that is incorrect. 724 919 9904. Okay, so this will be your best callback number in case we get disconnected. Okay. Now, sir, can you provide me the model number and the serial number of your Lynch system router?
04:00
Speaker 1
The model number is Linksys set up, 186, or is it serial number is okay, 5 D L J, one zero and one four speed, 0, 1, 8, 5, 4. Did I go through? Okay, let me get it in better viewing range. I'm having a tough time trying to read the letters. hang on please. Yeah, it is.
05:00
Speaker 2
Uh, that's, that's the SSID. Uh, you can provide me the serial number instead, sir, so that I'll, I can find the exact model number. Uh, I'm sorry, sorry. Can you repeat that one? Hmm-mm-mm. Mhm, yeah, uh, cuz it's kinda small.
05:00
Speaker 1
It's 50 L, J 10 M 14 Z C 01854. Right. How about if I gave you the double the WPS number? I'm planning on putting it. All right, I'll give you, I'll read it again. Here we go.
06:00
Speaker 2
I'm sorry, sir. Just to make sure it's correct. You mentioned it's 500LJ. No, sir, that won't work as we can only check the router's information through the serial number. I don't think our router's serial number starts with 500LJ. I mean, with three numbers because it's usually like a tune.
06:00
Speaker 1
5010 M14C 01854 Alright. I'm sorry about that. Right, correct. Yes. Yes it is.
07:00
Speaker 2
okay I think that would be right sir. it's ok sir no problem uh... by always sir uh... by means of connecting your uh... your router and your TV using the USB are you trying to um... have or enable communication for network access or internet to your TV? I see is your TV uh uh uh a smartphone uh I mean a smart TV?
07:00
Speaker 1
Uh, my TV is wireless. I have it hooked up now, but the router is hooked up by USB, but it's it did register the setup, but it's not there anymore. I don't know why. What's that? It's the hook.
08:00
Speaker 2
Well, um, actually, sir, it sounds like the TV is unable to detect the Linksys Router's Wi-Fi network, and connecting a USB device between the router and the TV will not enable communication for network access. Have you tried connecting it wirelessly through Wi-Fi if your TV is wireless? I mean, if your TV is smart, uh, what is that? USB is for, what, what's the purpose of the USB?
08:00
Speaker 1
It's the hook it up... the hook up the router to the TV. Yes. No, it's uh, it's a USB cable. Right. What if I reset it? Yes.
09:00
Speaker 2
um. is it. um. is it a wired ? USB you're referring to? do you mean, uh, ethernet cable? not USB. it's a USB cable. okay. okay. uh. there we go. okay, sir. uh.... All right. let me just... confirm with you, was this working fine before? I see. uh, well, you don't really have to reset it right away, sir. it would be your last resort. so, for now, what I can suggest...
09:00
Speaker 1
okay, I'll do it that way. Ah, it, I'm using a hotspot off my phone, which is Google Wi-Fi. Yes. Yes. Right. Uh, that's, that's your
10:00
Speaker 2
it is to like do a sequence reboot on your network to refresh it by unplugging both your modem and your router from the power source and then plugging it back in after 30 seconds, starting with your modem, and wait for your modem to stabilize before you plug in back your router. Okay. By the way, sir, may I also know who's your internet service provider? Uh oh, so you're connecting your router to that Hotspot from your phone. So you don't have like internet service provider.
10:00
Speaker 1
Northern service provider. I got. Yeah. No, sir. I'm using I'm using the hotspot off my phone the power the TV the the Wi-Fi on the TV and I'm trying to utilize the router with the USB cable to the TV so I can send a signal Google Google G-O-O-G-L-E Google Fi. Right? G-O-O-G.
11:00
Speaker 2
That's the only service provider you got. I'm sorry. What was that again? Yes sir. What am I asking is, who is your internet service provider? Like you're you're internet service provider. Can you spell that one? Google.
11:00
Speaker 1
OK. Now, do you want me to unplug it? OK, I'm going to unplug it right now. OK, the router is unplugged. Right, I just have the hotspot off my phone.
12:00
Speaker 2
Oh, Google, fiber. Okay. Mm-hmm. I see. All right. Got it, sir. Okay. Okay. Um, uh, let me just finish up the record here, sir, and let me check your device here. Um, all right. So, okay. Um, before anything else, sir, uh, let me... But yeah, initially, you can perform the the troubleshoot thing, the sequence for a bit. Yeah. Uh, as well as the modem. Oh, you don't have a modem, right? Mm.
12:00
Speaker 1
Okay. Correct. Right. Do you need any other numbers?
13:00
Speaker 2
yeah, just wait for at least 30 seconds, sir. Okay, so your only problem right now, sir, is connecting your TV, right? Other devices were able to connect to your Wi-Fi, okay. No need, sir. But I've checked here your device on our system, and just to set your expectations, sir, the device that you have right now is actually already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware. Also, looking at here, your links it.
13:00
Speaker 1
okay well I'll I'll come work thank you for telling me that I'll try some other methods and I'll go to some of my friends that are wizards at this stuff I'll go that route so since it's out of warranty there's nothing I can do about it right now and I'm like caught between I'm caught between paydays
14:00
Speaker 2
This router, your Lensys router's, warranty had expired way back 2023. Unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid Canix service for a one-time fee of $15. But it still it's not a guarantee that it will work, but I I Um, huh. Okay, sir. Mhm. But I can, uh. Uh-huh. But I get, uh, I see.
14:00
Speaker 1
Okay, I got you. No, that's all right thank you very much. You did very well. Thank you. Okay. You too. Take care. [silence]
16:00
Speaker 2
So the next troubleshooting steps you can perform after the power cycling the device won't work. All right, all right, sir. So thank you so much for your understanding, sir. Rodolfo. And um is there anything else that uh would you like me to address aside from this? So, okay, sir. You're very much welcome, sir, and thank you so much again for calling Linksys. I'll be sending the email to you right after this call just give me at least uh uh five minutes. [silence] All right. So, so I think that would be all from me uh for now, sir. Rodolfo. Have a great day. Take care. All right. [silence]
16:00