V2 Rubric Detail — 7e1e4500-60c5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 10:01
Duration
19m 53s
Contact
Graham Mclarty
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00132376
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Change Router password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall50.8% (-15.2)

V2 Grader Summary

The agent owned the case and provided technically accurate steps, but failed to resolve the core issue of the TV’s inability to input the '@' symbol. While troubleshooting was partially relevant, no alternative solutions were offered, and communication lacked full adaptation to the customer’s needs, resulting in an ownership gap despite no escalation failure.

V1 Case Analysis

Customer (Graham) unable to input '@' in Wi-Fi password on older Samsung TV. Guided to delete and re-enter network. Connection reported via Sky Stream box. Call resolved but with communication and efficiency issues.

Troubleshooting Steps
  • Collected model and serial number.
  • Clarified issue was with Wi-Fi password entry, not router admin access.
  • Instructed customer to delete the network on the TV and re-enter the password.
Key Observations
  • Agent initially confused router admin password with Wi-Fi password [07:00], but clarified quickly.
  • Long silences and lack of call control led to inefficient troubleshooting [10:00–15:00].
  • Customer is elderly and clearly struggled with navigation; agent did not adapt pacing or simplify instructions.
  • Connection was reported via Sky Stream box, not the TV itself—resolution ambiguity.
  • Agent did not confirm whether the TV supports '@' character before proceeding.
Positive Highlights
  • Successfully collected model and serial number from customer despite phonetic spelling [05:00–06:00].
  • Provided correct technical guidance to delete and re-enter Wi-Fi network [08:00].
  • Confirmed customer’s report of connection and closed call appropriately [19:00].
Agent Errors / Gaps
  • Failed to adapt communication style for an elderly, non-technical customer.
  • Allowed long silences and reactive troubleshooting instead of directing a clear path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states: 'It's connected through my sky stream box. It's not connected through the television...' — the original issue (TV connecting to Wi-Fi) remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to re-enter Wi-Fi password on TV, which is relevant, but did not address the core '@' character input limitation or test alternative solutions like changing the password.
R3 Partially Met Correct resolution path conf 80%
Agent attempted troubleshooting appropriate to the symptom but failed to offer best-effort solutions like simplifying the Wi-Fi password or using Ethernet, which are valid for older devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the TV as the only non-working device and asked about brand/age, showing logical direction, but did not probe the specific input limitations of the TV’s on-screen keyboard.
T2 Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs) were necessary or available for this user-input issue; agent used verbal guidance appropriately.
T3 Met No misinformation conf 95%
Agent correctly explained that Wi-Fi password entry should work and gave accurate steps to delete and re-add the network — no technical inaccuracies present.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and gathered required info, but long silences and lack of clear framing/transitions (e.g., abrupt 'Let me check') indicate lapses in control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not fully adapt to the customer’s self-described non-technical ability (e.g., '80-year-old man that works with his hands') by simplifying further or confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, collected serial number, and attempted resolution without transferring — demonstrated ownership throughout.
O2 Not Met Proactive follow-through conf 90%
No next steps were established (e.g., 'Try changing the password to remove special characters'), and no follow-up plan was offered despite unresolved issue.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but never acknowledged customer’s frustration or age-related challenges with empathy (e.g., 'I understand this can be tricky'), missing a key opportunity.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not adjust tone or method to the customer’s clear difficulty — continued procedural steps without simplifying or checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated serial number multiple times due to unclear guidance, and agent did not streamline steps (e.g., suggest simpler password) to reduce effort.
Call Transcript24 turns · 32 lines
Speaker 1
Ah, good, good morning. My name is Graham. I had two routers fitted yesterday, uh, clinical too, and one of my television's uh is a bit old, and I can't do the app on the password into the computer, into the television. It just does numbers and letters. So I need. No. [silence] What? It works. Hello. Who you just do. What? What? What? [silence] You have? [silence] I think I'm trying to reset my internet. Uh, sorry? [silence] Reset my internet? [silence] I'd have words on it as well as well as just numbers. Do you need someone to come out? [silence] Yeah. It's a bit taxing, but I can do letters. [silence] How long will you be? [silence] They'll be as soon as the technicians are available. [silence] Where do you where do you? [silence] Where do you? We're in Everett. What's the address? No, I can't do that or the postcode. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Yes. Hi, thank you for calling Linksys support. This is LB. How can I assist you? Hello. Mm-hm? You cannot enter the Wi-Fi. You cannot enter the Wi-Fi password into your TV. [silence]
00:00
Speaker 1
Yes. Yeah, I've done it on the my other television, I've done it on my computer, I've done it on my phone. But I've got one television I can't do it on. But apparently I can change the router password, can't I? Yes, I do. Its
01:00
Speaker 2
But how about other appliances? Can you enter the password? Oh. The router password to log in. Yes. You can always change the router password. Sure. So you have to new Lynks router and you successfully set it up. It's already working. Okay. So you just want to change the router password? Okay. Before we proceed, sir, with this, uh, troubleshooting, may I ask if, if this is your first time calling Lynks? Okay. So, allow me first to create your case. So, [silence] you are using Lynks items, such as smart bulbs, camera, plug. router, or TV. [silence]
01:00
Speaker 1
Yeah, 078-998 15-306. [silence] Ryan? [silence] g-R-a-H-a-M g-R-a-H-a-M How do you write Aran? g-R-I-H-A-N. [silence] G-R-I-H-A-N. G-R-I-H-a-N [silence] That's right. McCarty, M-C-A-R-T-Y. it is, it is yes correct. [silence] at sky.com. Tube. Yes. It's on the boxes. and it's a pinnacle 2.0. SKU over here.
02:00
Speaker 2
So first name, dot, your last name, and then at skyward.tube. Okay. And who is the internet service provider? Tube. So it's T. O. O. B. Tube. Okay. And the two Linksys routers were provided by tube, what's the model number, sir? It's at the bottom. I mean the model number, or the SKU. [silence]
04:00
Speaker 1
I can't see that. A serial number. I don't know how I can do that either. Model number is LKSPN-M60TB-UK. Serial number, right LK60TBU26004492.
05:00
Speaker 2
Or can you provide me the serial number, if you could? At the bottom of the it's at the bottom of the links router it's on the sticker, down there, serial number. Sorry, sir, kind of have to do this. I have to go back to the customer right now. All right, thank
05:00
Speaker 1
Right. It's LK, six, oh. TV 5 Q P T. Six. Oh oh four four nine two. Not, not pop. Not Papa Bravo, uh, Tommy Bravo. Correct. [silence]
06:00
Speaker 2
you, is that the serial number sir, can you repeat [silence] let me repeat, so it's L K, so it's Lima, Kite, Six zero Papa Bravo five, then Q for Queen 2 6 0, 0 4 4 9 TB 5 Q 2 6 0 0 4 4 92. Okay, let me check. So you already successfully, [silence]
06:00
Speaker 1
Yes, Yes. It's working all except for one television, which I can't. The pass- password has an at sign, in it, and I can't do that, on that computer, and... Yes, the Wi-Fi pass works.
07:00
Speaker 2
uh really uh setting it up it's all working so oh cause if all the device yeah if all device are working so maybe there's something wrong with this specific TV and then uh when you mentioned that you want to change the router password sir cause the router password is the password when you log in into the router settings or are you referring to the wi-fi password you want to change the wi-fi password okay sir if let's just try this one cause if all the device are working.
07:00
Speaker 1
It isn't - it isn't the fact that it - it doesn't work on the TV. There's no way for me to put the at sign in on that TV. What it is is I can't put - it the password is by 5CP at C E9E9 T and it's the at I can't put in because I have no means to put it in on that television. It is a little bit older than the rest. It's a Samsung and it's the old one. [silence] And apparently, it's not Siri compatible. So, when I try to use my box app password, they don't have any access to that sym synbo with these devices. [silence]
08:00
Speaker 2
Using this Wi-Fi password, it should also work on your TV because this is the only device that cannot connect. Oh, it's an old TV. So did you already try deleting the network on the TV? What's the brand on the TV, by the way, sir?
08:00
Speaker 1
It's got to be, it's got to be 10, 15 years. Well, it's got to be older than that. Okay. It does work. It does work on Wi-Fi. I've worked on Wi-Fi before with the old Wi-Fi I had in the house before. So, yes, it does work on Wi-Fi. It's just the password I can't get in. It's not the Wi-Fi. It's the act in the password, there's no men of typing that in on that television. Yeah, you know, grandma got it in 1930s.
09:00
Speaker 2
Oh, 15 years ago. Maybe that TV is not um like it will not work on Wi-Fi because if it's like 15 years ago. Oh. Okay. Uh oh. Okay. So there's no there's no uh space or there's no option on the TV to input the password, right?
09:00
Speaker 1
McLarty act? That's in the park. Need the network on your TV? How do I do that? I don't. You are talking to an 80-year-old man that uh works with his hands. he's not a computer genius. In fact, he doesn't... [silence]
10:00
Speaker 2
Okay, sir. Let's not reset the Wi-Fi password right away, sir. Because this is the only device that cannot connect because there's no way for you to input the network on the TV. But is the network broadcasting on the TV, sir? Okay, can you delete the network on your TV first? Yes. Um. Oh, sorry, sir. Let me repeat. We're going to delete the network on your TV. Okay. So can you go to your TV, this Samsung TV? [silence] okay, TB is on, okay, okay. Uh-huh. uh-huh. Uh-huh. uh-huh. Is that the TV working right now? [silence] Okay. So what are you watching right now? YouTube? [silence] I feel good. Okay. Go to the Wi-Fi settings on your TV. And then check, double check if your Wi-Fi name is broadcasting. Mm. Mm. <start of transcription> Okay. Check if the Wi-Fi name is broadcasting on the TV. Hmm. Hmm. For example, so check on the menu. Yeah. Okay. So now check the Wi-Fi of the name is showing.
10:00
Speaker 1
Network. Network. check your connections. oh shut up. Settings and set the device location. Column through four row one two three. Not you. Connections. one or two, press right to collect machines. Okay. It says, excellent. Status. Network main VM one million one hundred and seventy five thousand three hundred and ninety. Shut up will you. Connections to broadband. Okay. Connection to internet okay. One of one. Excellent Wi-Fi connection. Right, that's the wrong one. It's uh. Come on. Let's go across again. Uh. Right, I need to reset that door. Uh. Press start. Reset. Press u, opinions two out of two, select machine. Right, check. Cancel.
15:00
Speaker 2
[Is doubt the TV, sir?]
15:00
Speaker 1
We're checking, okay, we're checking. Please help. [silence] press up or down for options two of two. Select a team. My buy using passwords. [silence] Yes, it's me. Uh, we've broken it off at the moment. As soon as I'll go on to something else, it'll start up again. Uh, I've got Wi-Fi using passwords. Select your router, then enter your password to connect. Okay. Oh. Oh. Here we go. Let's see what happens. Searching. All right, we want to go down to that one.
16:00
Speaker 2
So, yes. So, are you following the Okay. Enter the Wi-Fi password make sure it's the right password. Uh-huh. So yeah, enter the Wi-Fi password. Mm-hmm. Yep.
16:00
Speaker 1
A. C. Right, now we're going to go... P... Nine. P. Right. A. Nine. T. Right. Continue. Connecting. Right, we're connected. Well, thank you. OK, it's, it's connected through my sky stream box. It's not connected through the television, so that's why I, I was trying to connect it through the television before. Thank you very much for your help. Thank you. Bye.
18:00
Speaker 2
Oh, good! You're welcome, sir. Uh-huh. Uh-huh. Okay, everything working? And if in case you need assistance, sir, just let us know. Just give us a ring back. You're welcome. You have a nice day. Bye.
19:00