V2 Rubric Detail — 7610cd22-6b62-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:10
Duration
13m 45s
Contact
Darya Schinder
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133811
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MX5500
⚠ Auto-Zero applied: Discourtesy: agent used profanity ('i got a shit for shit') and unprofessional language, violating the Discourtesy critical failure rule (C).

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent used profanity, failed to perform basic troubleshooting, and abdicated responsibility by redirecting the customer to the TV manufacturer without verifying router-side settings. No tools were used, prior history was ignored, and the issue remained unresolved. The interaction violated core professionalism standards.

V1 Case Analysis

Customer unable to connect TV to Wi-Fi; phone connects fine. Agent used unprofessional language, limited troubleshooting to password check, and incorrectly directed customer to TV manufacturer without verifying router settings. No escalation or case creation.

Troubleshooting Steps
  • Confirmed router LEDs are lit (power and internet).
  • Advised customer to use the Wi-Fi password printed on the router label.
Key Observations
  • Agent used profanity and unprofessional language: 'my god what are you doing? am i being recorded? i got a shit for shit'.
  • No collection of product model, serial number, or warranty information despite issue requiring device-specific troubleshooting.
  • Troubleshooting limited to single password check; no verification of 2.4 GHz band, MAC filtering, or security mode (contradicts KB guidance).
  • Agent incorrectly stated Linksys is 'not technically trained for your television' — KB explicitly requires verifying router-side settings first.
  • No escalation, case creation, or clear next-step timeline provided; call ended without operational closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Unprofessional language and profanity during the call.
  • Failed to collect essential device information (model, serial, warranty).
  • Did not follow KB-mandated troubleshooting for WiFi connectivity (2.4 GHz band, MAC filtering, security mode).
  • Incorrectly abdicated responsibility to TV manufacturer without validating router configuration (contradicts KB).
  • No escalation or case creation despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or achieve any outcome; closed the case by redirecting to TV manufacturer without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 98%
Only asked about password; skipped key steps like checking 2.4GHz compatibility, MAC filtering, or router settings.
R3 Not Met Correct resolution path conf 97%
Deflected to TV manufacturer instead of following KB guidance for legacy device connectivity issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions about TV Wi-Fi band support, security settings, or signal strength; failed to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Did not access router admin page (http://192.168.1.1 or myrouter.local) to verify settings despite being appropriate and necessary.
T3 Partially Met No misinformation conf 90%
Correctly noted phone connectivity implies router is functional, but gave no actionable technical guidance for TV.
Communication
C1 Not Met Clear & professional language conf 99%
Agent used profanity ('oh okay wow my god what are you doing? am i being recorded? i got a shit for shit'), lost composure, and failed to guide the interaction.
C2 Not Met Confirmed understanding conf 98%
Used unprofessional language and did not adapt communication style; spoke past customer's concerns.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Failed to take ownership; immediately redirected responsibility to TV manufacturer without exhausting support options.
O2 Not Met Proactive follow-through conf 96%
Provided no clear next steps, timeline, or follow-up plan; only suggested contacting another company.
O3 Not Met Closure confirmation conf 95%
Ignored customer’s mention of prior contact ('I think I spoke to you yesterday') and treated as new case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was performed and none was warranted — this was a basic connectivity issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Used profanity and displayed dismissive attitude; showed no empathy for customer's frustration or repeated effort.
X2 Not Met Tone & rapport conf 98%
Tone was informal and unprofessional; failed to match customer's pace or maintain engagement constructively.
X3 Not Met Overall experience conf 97%
Customer had to re-explain issue; agent provided no assistance that reduced effort, increasing perceived burden.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warrantee products, our support team is available to help with performance and hardware issues. Register your product by visiting register/linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warrantee products, paid support may be available depending on your Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warrantee product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Hello Abby. Um, I actually, actually I think I spoke to you yesterday. Um, I'm having an issue with um connecting to my Wi-Fi. My name is, yeah, my name is. I probably don't remember you got a thousand calls.
08:00
Speaker 2
I'm sorry about that.
08:00
Speaker 1
issue connecting. I was wondering if, I don't know if you recall, but I need a new wire or something. Yeah. Yeah. I received a new wire. Yes, yes. I'm sorry, interrupt. Yeah, the email address is Dxander2016@gmail.com. I I actually received the wire from the internet company from Starry, and the router is all lit up like it's supposed to, all lights for the power, the router and the internet. I'm not able to connect my television for some reason. I was wondering if I need another reboot or something. [silence]
09:00
Speaker 2
oh okay wow my god what are you doing? am i being recorded? i got a shit for shit
09:00
Speaker 1
Actually, my cell phone connected to the Wi-Fi, but for some reason, the television doesn't. So I'm just puzzled. I don't want to press another button and mess everything up again. Yeah. Yes. Yes. Yes, and I typed in the password and it's still saying unable to connect to wireless network.
10:00
Speaker 2
Wirelessly. Okay. Well, on your television, ma'am, actually, we're not technically trained for your television. So what we can definitely do with that Mr. Dario is to give you the wireless settings. Usually with television, if you go to settings, network settings on your television, are you able to see the network name story, 14413? Because you need to connect to that network and, uh, type in the password, your Wi-Fi password.
10:00
Speaker 1
[KEEP_UNCERTAIN] So much, yeah, I don't know if I'm pretty confident. The same password we're using yesterday. Well not the links is the one we made up together yesterday. What I maybe need to put in the one on the bottom possibly is that the issue or okay. Yeah, I was I just called again cause I wasn't sure if maybe another type of reboot was required. So like we did yesterday.
11:00
Speaker 2
unable to connect to the wireless network. did you make sure that you put the correct password for that? Hmm it's the the same password underneath the the linksys, right? oh yeah. okay. okay. so you've uh changed that password. okay. yes. so try that password then, ma'am if it's uh yes because if your phone is uh is is already working then your linksys router definitely gets [silence]
11:00
Speaker 1
would you possibly know what the issue might be or you're not sure on your end I see okay I appreciate your help sorry okay I'll call back if there's an issue I appreciate your time um it it's a very long password but I'm going to try again but it just seemed puzzling because if the computer connects in the phone
12:00
Speaker 2
Yeah, wireless devices already connected, ma'am. It could be with the settings on your television. Um, and we're not, since we're not technically technically trained for the television, um, ma'am. So, um, I would rather advise you to contact your television manufacturer. But, uh, yeah, just try putting in the password underneath the router and check if that works. Is it connected when you try to connect the password?
12:00
Speaker 1
the phone connects, it's kind of odd that the TV doesn't connect. Okay. All right. I appreciate it. Thank you for your time. Thank you. Bye.
13:00
Speaker 2
yes so probably I would suggest you you try to check it with your TV manufacturer. Because let them know that uh two of your wireless devices are already connected to the network. So it has nothing to do with the Linksys anymore. Not a problem, Ms. Daria. Thank you again for your time and this is Epi from Linksys. Thank you for calling. Have a great night. Take care, ma'am. Bye-bye.
13:00