V2 Rubric Detail — 583e0dcc-7a3b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:37
Duration
15m 54s
Contact
Lance Taylor
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136238
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect New TV

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall23.2% (-32.8)

V2 Grader Summary

The agent failed to resolve the TV connection issue, performed no meaningful troubleshooting, and provided technically inaccurate information by claiming the TV's 'advanced specs' were incompatible with the router, contradicting KB guidance on backward compatibility. Despite correct EOL identification, the lack of diagnostic steps, tool use, and customer effort reduction left the issue unresolved.

V1 Case Analysis

Customer unable to connect new TV to Wi-Fi (invalid password). Router model E5400 identified. Agent incorrectly stated model is end-of-life and unsupported for phone support. Advised checking web UI for password and suggested router upgrade; promised email with steps.

Troubleshooting Steps
  • Collected customer name, email, and router model (E5400).
  • Collected serial number (30N1OM2aR079O1).
  • Incorrectly claimed E5400 is end-of-life and unsupported for phone troubleshooting.
  • Suggested checking the router's web interface for the correct Wi-Fi password.
  • Recommended upgrading to a newer router.
Key Observations
  • Agent incorrectly claimed the E5400 is end-of-life and no longer supported for phone troubleshooting — this is false per KB; all Linksys routers receive basic support regardless of age.
  • Agent failed to guide the customer to locate the Wi-Fi password on the router sticker, which is the primary method for legacy devices.
  • No attempt to verify whether the TV supports 2.4 GHz or to check signal strength or band compatibility.
  • Agent did not confirm if the customer could access the router's admin interface at http://192.168.1.1 or http://myrouter.local.
Positive Highlights
  • Polite and professional greeting.
  • Collected the customer's name and email address.
  • Identified the correct router model (E5400) after clarification.
  • Collected the serial number (30N1OM2aR079O1) for potential lookup.
Agent Errors / Gaps
  • Stated the E5400 is end-of-life and unsupported for phone troubleshooting — materially incorrect per KB; all Linksys routers receive basic support.
  • Failed to provide the correct first step: checking the Wi-Fi password on the router sticker.
  • Did not ask about the TV's Wi-Fi band compatibility (2.4 GHz vs 5 GHz).
  • Did not verify if the customer could access the router's admin interface at http://192.168.1.1 or http://myrouter.local.
  • Provided only a generic email promise without performing any immediate troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the TV connection issue; only suggested router upgrade and promised email troubleshooting without confirmation of success.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting performed — agent did not guide customer to verify password via admin interface, test wired connection, or check band compatibility.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified router as EOL but failed to provide full best-effort troubleshooting; offered email steps and acknowledged situation rather than dismissing outright.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply logical diagnostic process — jumped to 'invalid password' without probing signal strength, security mode, or band support per KB guidance.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or guide customer to use tools (e.g., http://192.168.1.1) to verify password or router config despite need; only promised to email steps later.
T3 Not Met No misinformation conf 96%
Agent claimed TV's 'advanced specs' prevent connection, contradicting KB which states all Linksys routers are backward compatible and legacy devices can connect with proper settings.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent opened professionally and gathered info, but long silences and vague transitions disrupted call control and momentum.
C2 Partially Met Confirmed understanding conf 79%
Agent used plain language but failed to confirm understanding or adapt messaging when customer expressed confusion and frustration about password access.
Customer Ownership
O1 Partially Met Ownership & empathy conf 81%
Agent offered to email steps and suggested upgrade but did not take active ownership to resolve connection issue or follow through beyond email.
O2 Partially Met Proactive follow-through conf 77%
Agent committed to sending email with steps but gave no timeline or follow-up commitment, leaving expectations unclear.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope despite device age limitations.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; no execution to assess.
Customer Experience
X1 Partially Met Customer effort minimised conf 76%
Agent thanked customer and remained polite but showed limited empathy for frustration and did not acknowledge difficulty with outdated equipment.
X2 Not Met Tone & rapport conf 87%
Agent maintained scripted tone and did not adjust pace or approach despite customer’s visible frustration and repeated expressions of helplessness.
X3 Not Met Overall experience conf 89%
Agent increased customer effort by deferring to email and expecting customer to access router settings independently without remote guidance or simplification.
Call Transcript22 turns · 24 lines
Speaker 1
It's now working. We've got a linksys modem, you know, that goes, you know, from charter to our, our tv, you know, from Wi-Fi.
03:00
Speaker 2
Hi, thank you for calling Links. This is technical support. My name is Dylan. how can I help you today?
03:00
Speaker 1
Got a new TV, and I can't connect, you know, I can't save my life, I can't connect to this thing. They want a password. I don't know. I've got a password written down, but it doesn't seem to work. I don't know what How do they expect people to Right. This is the only thing connected to our Wi-Fi as a TV besides my internet, you know, my PC. It should be is just this TV. We just bought this new TV.
04:00
Speaker 2
okay, just to make sure I got it, yeah, just to make sure I got it right, sir, um, you got a new TV, but you can't connect it to your uh Wi-Fi. But other than your TV sir, all the other devices were able to connect, but your PC is working fine connecting to the links. I see.
04:00
Speaker 1
well this there's nothing that went there's nothing that went wrong with our system we just got a new TV you know and I can go on I yeah because it wants the password right because it wants a password and I don't I don't know what the hell password they want it just says it's an invalid password I don't have the right password that's why I called Charter and they told me to call you guys because you know you you know you made the router that I have I've got I looked at the at the router the router says it's got a
05:00
Speaker 2
You don't have other devices like phones that are Wi-Fi capable? Mhmm. But your TV isn't connecting. So, just your TV. When you try to connect it to Wi-Fi, what was the error when you put in the Wi-Fi password? So, we manufacture our router. Yeah.
05:00
Speaker 1
It's got a a name like a path. and a password on the bottom of the router. I don't if that's the number they want the password they want. I don't know. What they've got. internet. Okay. Lance Taylor. Yeah. Royallancet@gmail.com. R-O-Y-A-L-L-A-N-C-E-T.
06:00
Speaker 2
Mhm. I see. alright sir, how about this? let me just run some verification with you and create a record of you here in our system in order for me to proceed further and let's see what I can do to help you with your concern. okay? um can you provide me your full name? Lance Taylor Sir? Lance. Mhm. How about your email address Sir Lance?
06:00
Speaker 1
At gmail Commons, this would row down. Lens this, oh 7901. Here The serial number. I thought there was a serial number. Please. No, where the mess can I find? Holy. Oh, God.
07:00
Speaker 2
Okay, got it. and can you provide me the model number and serial number of your linksys router I think that's the Wi Fi name, sir. You can provide me the serial number instead and I'll look for the model.
07:00
Speaker 1
Let me see it. It says nom sans, you know, link, where's the serial number? I don't know. Linksys 07901. That's exactly what I'm reading to you. It says nom. It says model number E5400. It says nom sins. Nom sins. I guess that means name. That's why I told you link to Sys7901. is it there's a WPS 77487179.
08:00
Speaker 2
It should be it should be together that um, information, sir. You can try to check underneath your device. There should be a sticker on it. Hmm. What other information can you see there? Oh, that's the model name. Okay.
08:00
Speaker 1
And then there's a... It's slash in, okay, 30 N 1 O M 2 a a R 0 7 9 O 1 charter spectrum.
09:00
Speaker 2
About S slash N. Mm-hmm. Can you see there? All right, so that's the serial number, sir. The S slash N. And you've mentioned E5400. That's the model number of your device. Okay, and uh uh, aside from that, may I confirm who's your internet service provider? Um, spectrum. Okay. Thank you so much for that one. Okay, all right, so here's the thing, sir Lance. I've checked your Linksys device, and just to set your expectation, this device is already part of our end of life and end of support products, which means we no longer manufacture this one and update its firmware, as well as we no longer provide troubleshooting assistance over the phone for this specific model. This is actually one of our legacy router. It's it's one of our first routers here in Linksys. And However, uh, I can send you uh an email for the troubleshooting steps that you can perform. but um, if you say that uh other than your devices, I mean other than the TV, uh, I mean, other than your other devices, the only thing that isn't connecting to your um, network is your TV, that only means that is um, your Linksys router is an outdated one because uh, you just mentioned that it's a new TV. All right? So there's a possibility that um, the specs of this model isn't capable of, I mean, your TV's um, your TV isn't able to connect to the router since the specs of it is more advanced than the.
09:00
Speaker 1
So you think I need new router. Well, why is it works with our our existing TV, but not with the new TV? There's nothing wrong with the routing. [silence] I've got a password that I wrote down, but it's not taking. [silence]
12:00
Speaker 2
Router that you have. Yes, sir. I would recommend upgrading to a new one. Because yeah, you based on the error, it says invalid password. So it's probably because of the password as well. So if you can, If you can access the web interface and check and verify the exact password then that will be good. We'll base it on the errors. But, uh, [silence]
12:00
Speaker 1
I don't know. I mean, you know, you're talking about, you know, 10 years ago or something when I did this. Look, I don't know if you're saying, okay, what I'm hearing is that the TV has a new technology that won't accept the old technology router. Is that what you're saying?
13:00
Speaker 2
Are you certain that you did not miss anything when you write it down? Yeah, that's the thing, sir. [silence] But anyway, I can send you an email for the troubleshooting that you can perform. You may try to access the web interface of the device in order for you to double check the Wi-Fi password. [silence] And there's also a possibility, sorry, that's one of the that's one of the factors, sir, considering the age of your router. [silence]
13:00
Speaker 1
don't know you know who knows you know what's it works fine with our previous TVs we bought TV about three years ago it worked fine you know we we switch it back to another TV it worked fine on that the new TV it I don't know I can't see how to [silence]
14:00
Speaker 2
and uh tv that you just purchased you know [silence] yeah but [silence] again sir, uh we will base it on the error that your TV is showing, so it says invalid password. So we might as uh you might need to double check the password that you have um input for your router. I mean your wi-fi. So I'll be sending you an email with the steps on how you can access the interface for you to be able to double check the password.
14:00
Speaker 1
don't have my password you don't know what it is well I don't know how to you know to check this stuff I'm you know I won't be able to do that you know I could go buy [silence] alright okay [silence]
15:00
Speaker 2
unfortunately sir we don't have visibility on it because uh it's your personal information. uh don't worry I'll uh yes sir. um yeah you would you can also consider upgrading your router and I'll send you uh an email and ensure that it's it would be uh simple as possible for you to follow it. All right sir thank you so much for your understanding sir. All right so uh I guess that
15:00