V2 Rubric Detail — 6163111e-74f4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 02:27
Duration
23m 28s
Contact
James Mynard
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135450
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall50.1% (-5.9)

V2 Grader Summary

The agent performed a basic reset and got the phone on Wi-Fi but failed to restore internet on the TV or Roku, leaving the core issue unresolved. While the agent offered a reasonable upgrade suggestion, they did not use diagnostic tools, set clear follow-up timelines, or show empathy, resulting in a partial resolution.

V1 Case Analysis

Customer unable to connect TV to Linksys Wi‑Fi after router reset; phone connects fine. Agent reset router, provided default SSID/password, attempted TV setup, suggested contacting Roku support. Issue not resolved.

Troubleshooting Steps
  • Advised power‑cycle of router and modem (though not confirmed).
  • Performed factory reset of router (20‑second reset button press).
  • Guided customer to connect smartphone to default SSID and verify Wi‑Fi is broadcasting.
  • Assisted customer in selecting 5 GHz SSID on TV and re‑entering Wi‑Fi password.
Key Observations
  • Agent never verified the router's WAN/internet status or performed a direct modem test.
  • No warranty lookup, case number, or proper documentation was created.
  • Agent provided generic TV‑setup guidance without specific troubleshooting and did not offer escalation or a callback.
Positive Highlights
  • Successfully reset the router and got the default Wi‑Fi SSID broadcasting.
  • Guided the customer to connect a smartphone, confirming the Wi‑Fi network was operational.
Agent Errors / Gaps
  • Failed to confirm router WAN connectivity before resetting.
  • Did not collect or confirm warranty status or create a support case.
  • Did not follow a structured troubleshooting flow for TV Wi‑Fi issues (e.g., signal strength, TV firmware, MAC filtering).
  • Ended call without a clear resolution path or scheduled follow‑up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
TV and Roku still cannot connect after reset; no internet restored on those devices.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a factory reset and got the phone connected, but did not verify internet on TV/Roku or perform deeper diagnostics.
R3 Partially Met Correct resolution path conf 80%
Agent suggested resetting the router and, if that failed, upgrading to a newer router (end-of-life model).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked if the customer had a computer and suggested a reset, but did not ask to test the modem directly or check WAN status.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed the router’s web interface, did not run any diagnostic tools, and relied solely on verbal instructions.
T3 Met No misinformation conf 90%
Agent correctly identified the router as end-of-life, gave the proper default SSID (Linksys 01176), and advised that firmware updates are no longer available.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent kept the conversation moving but provided long silences, did not set clear expectations, and jumped between topics.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not consistently confirm the customer’s understanding and occasionally used technical terms without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took responsibility for troubleshooting.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (reset, try TV, consider new router) but did not provide a concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent decided not to escalate; the issue could be addressed with further troubleshooting rather than immediate escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted based on the call content.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer’s frustration or repeated attempts with the ISP; no empathy statements were made.
X2 Not Met Tone & rapport conf 85%
Agent maintained a generic, script-like tone and did not adjust to the customer’s confusion or pace.
X3 Not Met Overall experience conf 85%
Customer had to repeat information, perform multiple manual steps, and was directed to external support (Roku) without simplifying the process.
Call Transcript40 turns · 43 lines
Speaker 1
[silence] I just got off the phone with uh the cable company and they said I needed to call [you]. There might be a problem with my uh router or my modem, what can [silence] paging, right. Spectrum [silence] uh at the bottom of the router, I mean the modem.
01:00
Speaker 2
And sir, your router is not getting internet, right? And man, who is your internet service provider? noted in this and for me to address the internet properly on your links router may have its serial number please found at the bottom. Yes, it's labeled S N.
01:00
Speaker 1
Give me one second, ok? It's S slash N 32 X.
02:00
Speaker 2
Hey. Mm hmm. Yes.
02:00
Speaker 1
Sarah. A-7200. Yes, never had a problem before with my fuses blowing. James Maynard, M-A-Y-N-A-R-D, James. 83-4404136099. James. Jim Maynard 50 at gmail.com. Bye.
03:00
Speaker 2
and a model number as well may have it. All right, thank you. And is this your first time calling linksys? Allow me. Okay, allow me to create a record here. May have your first name and last name? All right, and may have also your phone number, in case we get disconnected, I'll be able to call you back. All right, and may have also your email address.
03:00
Speaker 1
uh, yes, the router and Modem have been, uh. on and off. uh, uh. they're connected with a. yes. I don't have a computer.
04:00
Speaker 2
All right. Thank you. And while my system is checking the warranty and support of your Linksys router, have you already tried like turn off and on both your router and your internet box from Spectrum? And do you have, okay. Do you have a computer that can connect using an Ethernet cable? Okay. Have you tried connecting the computer directly to the modem, bypass the Linksys router? Okay. Don't have a computer. Cause um upon double checking it here, this router that you have is actually a plug in play router, meaning it will get internet right away from the modem. It's internet is dependent from the modem.
04:00
Speaker 1
No, no. Well, I called, I called, I called spectrum and they, they ran a test on the modem. They said that the modem is working properly. That's they gave me your number to call.
05:00
Speaker 2
and the only way to verify its internet's by by passing the link this router and make sure the modem is providing internet. Okay. Yes, the spectrum can see on internet that's going into your house, but the actual modem itself. There's a need to check it ports if it's providing internet. And do you have another device that can connect using an ethernet cable? like, a smart TV, none. Okay. I see. Um cause um This plan is we can reset this router back to factory settings, but access its setting check the ports, but if it's still not, then there's really need to check the actual modem itself. And by the way, James. Uh huh. Yes.
05:00
Speaker 1
Okay. So, so what? So, what has? [silence]
06:00
Speaker 2
Okay, the plan is we can reset the router back to factory settings, but in the event if it's still the same, it could be something to do with the router, that's the, could be the firmware, because as per the tracking it here, this router has reached end-of-life, meaning Linksys, the login will no longer provide for more updates and maintenance for this model number, so it could be a firmware related issue, and if it's, if after the resetting to factory is setting, still not working, you may try, like, perhaps it's time for you to upgrade your router, but if you're going to change router and the router is still the same, and a new router will be the same, there's no internet, so there's a need also to check going back to the modem, that will be the option for the work. Okay, for the recent for the
06:00
Speaker 1
uh i gotta get yeah i gotta get something to poke in there so give me a second right and i think i pushed it.
07:00
Speaker 2
Have you tried pressing the reset button at the back of the internet? There's a red reset button. All right make sure to press and hold it for like 20 seconds. You will know that it has been reset. Hit at the back will.
07:00
Speaker 1
didn't see no light. Oh yeah. All right. Yeah, it's blinking. Okay, the green light went out. The green light went out.
08:00
Speaker 2
goes off for a few seconds. There's no blinking light at the back, like blinking green, orange. Okay. Okay, after it's reset, you may check again its Wi-Fi can connect a phone or a device to its Wi-Fi. Since we've reset it, it will have it. The default Wi-Fi name will be the Linksys 0-1 1 7 6. and connect to it. you can open W-Fi, do you have a smartphone? open W-Fi your smartphone and on your smartphone look for a wifi name that says linksis 01176. It's showing connected right? when you tap it. You may use the password found at the bottom of your router.
08:00
Speaker 1
all right [silence] put it in and I joined [silence] okay [silence] now the uh the Wi-Fi is back [silence] on the phone [silence] appears to be [silence] let me check my TV [silence]
11:00
Speaker 2
Okay. Is it showing connected and online? I'd connected, then try to search any websites or open app, check if it's connected with internet. You may need to connect
11:00
Speaker 1
The TV is still, so they're not connected. you have to give me a second I'm not very good with technology, so. [silence]
12:00
Speaker 2
go to your TV settings then open Wi-Fi scan for available networks make sure it finds the Linksys Wi-Fi and try connecting to it okay
12:00
Speaker 1
[silence] I'm in the settings. Where do I gotta go? Vizio. Yes. I do. It says set up connection and under that it says wireless.
13:00
Speaker 2
I'm not trained for TV, but let me check the settings here by searching over the internet. Can I know what's the brand of your TV? Visio. All right, let me check it here. And you're using a remote control to open its settings right? All right. Under settings, let's check if you have options for network. Select network, and then let's look for Wi-Fi option.
13:00
Speaker 1
[silence] yeah [silence] uh it has Linksys 0-1-1-7 or yeah 0-1-1-7-6 underscore 5GHG Z. but it also has Linksys 0-1-1-7-6 and
14:00
Speaker 2
Let's select, wireless. You're able to select that. Okay. Okay. and then let me know what will be the next options. Okay. That's actually the two Wi-Fi bands from your Linksys router, the 2.4 and 5 GHz. So the faster one is the 5. So let's select the Linksys 01176 underscore 5 GHz. Select that.
14:00
Speaker 1
Okay. I gotta put these. Okay. This'll take a minute. So I have to do this to my other television too then? Okay.
15:00
Speaker 2
And if it's asking for password, can use, again, the Wi-Fi password at the bottom of the router. No problem? Yes.
15:00
Speaker 1
All right, I got it in my hit connect. It says connecting to we need assistance in connecting your Roku player. Where are you? Uh, huh? All right and went to a screen that says about check connection, set up connection, bandwidth saver. Okay. All right. It says wireless next to it. Okay. It says wireless and. Okay choose your network. So go to the final. Okay, I think it went to enter your password for that. And it looks like the password still been there. [silence]
16:00
Speaker 2
Can we select setup connection? Select wireless. And is it asking to select again the linksys Wi-Fi? Make sure to select linksys 5 gigahertz.
17:00
Speaker 1
Uh, I don't know. It's all dots now. Uh, well, I can't get it. Oh, wait a minute. And I guess I have to re-enter it. I can't all it'll show me is the dots.
18:00
Speaker 2
and it's showing the correct password, right it can you uh, select it and make sure to show the password there is a way to show the password to make sure it's correct. uh huh. okay. Is there an option to re-enter the Wi-Fi password?
18:00
Speaker 1
I should, I'd probably have to clear it. Okay. All right. So now I got to put the password in again. I'm good. I'm good. I'm good.
19:00
Speaker 2
Enter the password Yes, please [silence] OK. Make sure to enter the correct characters, since it is case sensitive.
19:00
Speaker 1
Okay, I got it in. Now I got to go down and connect. It's saying connecting, so. [silence]
20:00
Speaker 2
All right and how is it? [silence] It's able to connect to the Wi-Fi. [silence]
20:00
Speaker 1
not letting me. It says network connection. connection. It says network connection hub. We need assistance in connecting your Roku player. Where are you? So, yes. I don't mean to be dumb, but how do you how do I do that?
21:00
Speaker 2
uh, what's the error? Okay. I think you will need do you have a Roku device? [silence] I think you might need to connect first your Roku. [silence] I think do you have a separate um controller for that. [silence] And the same thing you need to connect your Roku to the Linksys Wi-Fi. [silence] The Linksys Wi-Fi name. [silence] Okay. I'm not trained for Roku devices, but as long as you know the Wi-Fi name and Wi-Fi password from your Linksys router, should be able to uh connect that. And my next recommendation is to call Roku support,
21:00
Speaker 1
okay What if I just went and bought a new router? What if I just went and bought a new router? Would that take care of the problem? That might be what my best bet, just go buy a new router and start from there. okay I'll try that. All right, thank you.
22:00
Speaker 2
<start_of_audio> and so we're able to connect one... Yes, you can actually upgrade your router if that's your other option. Since this router that you have is a wi-fi 5, which is using an older wi-fi technology, the newer one right now has uh wi-fi 6E and wi-fi 7 already. Is that will also help isolate your problem with no internet on the router. Since it no longer receive firmer updates. Yes. upgrade your your network within your wi-fi system. All right. Okay. Anything else James for Linksys? [Mur Sl definitiva]
22:00
Speaker 1
and nope I'll go buy another Linksys that the I can't get that figured out I'll call you back.
23:00
Speaker 2
no problem and you can contact us back. This once again, Rachel. Thank you for calling Linksys and have a wonderful night. Take care. Bye. Bye.
23:00