V2 Rubric Detail — 81da5dbe-71a0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:49
Duration
22m 7s
Contact
Steven B Mays Sr
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Carleen Marleigh Pelicano
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent failed to resolve the customer’s TV channel error, offering only generic reboots and app reinstalls without meaningful troubleshooting. No diagnostic questions, tool use, or empathy were demonstrated, resulting in an unresolved outcome with no clear path forward.

V1 Case Analysis

Customer reports intermittent 'something went wrong with this channel' pop-up on multiple TVs and iPad, affecting only one local channel (CD8 27). Agent suggested reinstalling Linksys app, resetting router password, and power-cycling devices. No resolution achieved. Ticket 07773 created.

Troubleshooting Steps
  • Asked customer to uninstall and reinstall the Linksys app
  • Suggested resetting the router admin password
  • Advised restarting the television and power-cycling the router
  • Recommended forgetting and reconnecting to the Wi-Fi network
Key Observations
  • Agent never confirmed the router model, firmware version, or internet connectivity status.
  • Advice to reinstall the Linksys app and reset router password was irrelevant to a TV channel streaming issue.
  • No attempt to isolate whether the problem was with the router, TV, streaming app, or broadcast signal.
  • Agent failed to confirm that the router was delivering internet to the TV or test on another network.
  • Provided a ticket number but did not set a clear follow-up or escalation path beyond generic advice.
  • Customer explicitly questioned the relevance of the app reinstall, indicating confusion and lack of confidence in the guidance.
Positive Highlights
  • Polite greeting and correctly identified the customer by name.
  • Provided a ticket number (07773) for future reference.
  • Eventually acknowledged the TV is a third-party device and suggested contacting the manufacturer if the issue recurs.
  • Clarified that router password is different from Wi-Fi password, which is technically accurate and helpful for future access.
Agent Errors / Gaps
  • Did not collect or verify product model/serial number or firmware version.
  • Provided irrelevant troubleshooting (app reinstall, router password reset) for a TV-specific streaming issue.
  • Failed to isolate the problem domain — did not determine if the issue was router-related, TV-related, app-related, or broadcast-related.
  • Did not confirm internet connectivity or stability on the affected devices.
  • Did not suggest testing the TV on a different network or with a different streaming source.
  • No escalation path provided to TV manufacturer or ISP despite customer being referred by ISP.
  • Misunderstood the nature of the issue — treated a third-party device error as a router configuration problem.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent ended call without resolving the reported TV channel error, only advising to reboot and call back if issue recurs.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped diagnostic steps like checking device connectivity or router logs, jumping straight to app reinstall and reboot.
R3 Not Met Correct resolution path conf 93%
No appropriate resolution path chosen; agent failed to determine if issue was with Linksys device, third-party app, or ISP.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify root cause, asked no relevant diagnostic questions about TV model, app, or network behavior.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., remote login, status check) to verify router performance despite customer’s persistent issue.
T3 Partially Met No misinformation conf 89%
Agent correctly explained router password vs. Wi-Fi password distinction, but gave no accurate guidance on the actual issue.
Communication
C1 Not Met Clear & professional language conf 92%
Agent failed to frame interaction, repeatedly asked 'what do you mean?' without guiding conversation.
C2 Not Met Confirmed understanding conf 91%
Agent used confusing language, did not adapt to customer’s repeated attempts to explain the pop-up issue.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent provided ticket number but did not take ownership of diagnosing the issue, only suggested future contact.
O2 Partially Met Proactive follow-through conf 85%
Next step was 'reboot and call back'—vague and lacked timeline or ownership, but did include a ticket number.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not meet documented triggers (e.g., confirmed hardware fault).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged frustration, apologized, or expressed empathy for recurring TV error.
X2 Not Met Tone & rapport conf 93%
Agent maintained a generic tone despite customer confusion and repeated attempts to clarify the symptom.
X3 Not Met Overall experience conf 91%
Customer was asked to reinstall app and reboot router—unnecessary steps that increased effort without diagnosis.
Call Transcript36 turns · 40 lines
Speaker 1
<start_of_audio_before_processing>
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support please have your devices 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 Linksys. This is Regina, I'm going to help you today.
00:00
Speaker 1
My Internet service told me I might need to call you all to see if the problem was with you all because it's not them. I've got just one channel, a local channel, CD8 27. And it comes up with a message that says something went wrong with this channel. And then it says it it it goes by so fast I can't read the whole thing, but it says something about, uh, something about the way it's connecting or something. You know, it's not connecting or something, but it comes up there. it's not an error. It's just saying it comes up there on that channel and it says just it just said that and then it goes away real quick. and on one channel. it's working. Yes. yes. yes. i got i got the app. i got it up right now. Woah. with the router password? okay. we're going to work it out. i don't know if they have the same password or not. let's see.
01:00
Speaker 2
But your Linksys, but your Linksys devices are are currently working. So you have one device and it is a NBE 7000, right? Okay. Let's let me just confirm if I'm talking with Stephen B. Mason. Okay. And is that the Linksys app, the web interface? Okay, try to uninstall and reinstall the Linksys app there. And log in using your router password. Yeah.
02:00
Speaker 1
you said uninstall it let's see like this there it is remove up okay now let me go see that let's do smolkin now that's uh link says smart Wi-Fi right i'm just now
03:00
Speaker 2
Yeah, uninstall, then re-install the link sifs app and log in using your router password. Yeah, do not log in using your link to smartwifi. dot com. Okay, monitor Wi-Fi. Go ahead.
03:00
Speaker 1
uh, just uh, I'm just going to download it right now. You told me to delete it and reinstall it. Uh, it's link haha, it's link says, SmartWiFi. That's the name of the app. Okay. It would have been installed here. What? Okay. It's coming up. Allow. Login. Email. See, I bet you my email on this thing is not the same as how I Oh, just the router password.
04:00
Speaker 2
atkin gearNetworkマイナーのパスワードでログインしてここに。
04:00
Speaker 1
Let's see. Router password. I don't see skip for now. I'll see router password. Okay. All right. Enter the router password. Okay. Let's see if that'll work.
05:00
Speaker 2
or skip for now [silence] yeah select router yes Okay, on the dashboard
05:00
Speaker 1
It said the incorrect password. I figured that was going to happen. Go there to do password. If I do that, I have to reset all my devices too, uh. Yeah, that's what I was thinking. Hold on. That's right. But it didn't work. I didn't think that was the street. Let me see if I can find it in my password manager. It's been a long time since I had to use.
07:00
Speaker 2
Okay, and then to avoid us to locked out sir simply forgot or reset the password to create a new one yes okay so regarding with that no need to worry since it will not affect with your other devices connected to your network sir your router password is actually different from your Wi-Fi password so it's different from your Wi-Fi password [silence]
07:00
Speaker 1
links this go the links at smart Wi-Fi dot com let be the same
08:00
Speaker 2
Yeah. That's why make sure to create a new one. And don't need to restore because it will not disconnect. It can't cause to disconnect your other devices. Because it. It's different from your Wi-Fi password, so every time you're going to manage or log into your Links app, you need the router password.
08:00
Speaker 1
I'm locked, I'm locked in. channel CBS 27. what do you want me to put the TV on that channel? I can't, I can't. The channel. No, I was telling you, that on one channel on the TV, it comes up if it comes up there now, I got it on the channel that comes up I'll try to read out, but it goes comes up goes away, so
10:00
Speaker 2
Okay. And then you asked. Okay. So you mentioned earlier regarding of the channels. What do you mean for channels? What do you mean for CBF 27? Why do you need channels? Are you asking, yeah, is there any issue with your Linksys device or you're asking regarding of its product features?
10:00
Speaker 1
go fast. I can only see so much of it. But it says something went wrong with this channel. And it says the something didn't connect. Let me see if I could something down. Oh. Let me. So I can access the channel. It just has a a pop-up that comes up on the screen that says something went wrong with this channel. And it it it does it quite often. You know, that's what I'm saying.
11:00
Speaker 2
okay, so let me just confirm. so your television unable to access certain channels. [silence] But your other devices are working?
11:00
Speaker 1
it does that on my, on my iPad too. I've seen that message come up on my iPad. Yeah. On that one, one channel is the only thing it does it on. Right. I've only got one node. I've only got one node. Well, why is it? Why does it? Most of what show uh uh uh now. I have trouble understanding you. From reason.
12:00
Speaker 2
Okay. And your television is currently connected, it shows there's one node connected since it's working. Is it shows the error shows on the television? Is that the television? Yeah because I'm a little bit confusing regarding of the channel that you mean. What do you mean for the channel? Is it on your television? Is it on the Roku?
12:00
Speaker 1
it's, it's on the television, it's on the television, it comes up on the television, it says "something" oh, level 3. No other channel does that. That's the only one that does it. That's, that's the only channel that doesn't, no. Nope. We want me to reconnect my TV. What it does, I've got uh five TVs and it does it on all the TVs not just the one.
13:00
Speaker 2
because it might be the channel itself is down. How about the other channels? Check the other channels. Yeah, check if, try to restart your television, sir, and connect it with your linksys network. Um, what is the light indicator of the, the router from linksys? Solid white, right?
13:00
Speaker 1
Yes, I won't play if it's not, like I say. Like I say, I see that, I see that pop up on my iPad. It pops up on my iPad on that one channel. But right now it hadn't popped up there because I was, I was going to try to see what it say there. It says, I know it says that something went wrong with this channel. And then it says, it looks like the something didn't connect or something. It goes away so fast, I can't read it all. But normally it be done popped up there, but I got you on the phone, so it won't pop up now. It won't pop up there.
14:00
Speaker 2
Okay, which means it's working. How about your other devices? Is it working? So, the television is now working. Something went wrong, this channel is no longer pop up.
14:00
Speaker 1
Well, I don't know if it hadn't popped up yet, but it pops up quite often. Well, could that be my internet provider's problem? So they say it's not their problem. They told me to call you all and check if the router was causing the problem. I can. I'm on the internet only.
15:00
Speaker 2
Yeah, because if your other devices are, are currently working except for this television, which means the router is working and providing internet connection. Yeah, that's why check your other devices if you can access the internet.
15:00
Speaker 1
Another TV, I can I'm on, I'm on there on my iPad, yeah. You know, I mean, no, but fly... I don't know why it's not popping up now, but it's not, you know, it's weird. But like I said, when it pops up there, it's not it's about two or three seconds and then it goes away, you know, but it does it cut quite often sometimes, when it doesn't. Not right now, nothing's popping up there. That's what I said, I called you all up and it quit popping up, quit popping up there. Oh, love. Yeah, it's crazy. I mean, just reinstalling that app wouldn't fix that problem, would it? That app ain't got nothing to do with that.
16:00
Speaker 2
Okay. And is it working before, working fine before? [silence] But how about now? [silence] It might be but it is actually displaced on your television. So it might
16:00
Speaker 1
Yeah, then popped up again. Try it look. I won't do it now. They popped up again. Crazy, that's crazy.
17:00
Speaker 2
It it might it might need to also this the television needs to be restart to work again. But at the moment, the said something went wrong to this channel error is no longer appears and the television is working. Yeah. Okay. So I guess if the issue persists or continue to appear, feel free also to restart your phone and try to a reconnect it with your lynx is network. If the error still appears,
17:00
Speaker 1
let me go in here and then see if the other two do this um see if it's popping up on there. You know, have you seen it pop up on that screen? Right there. I'll see you. I mean, no. It's not, stuff concerned, not popular. Yeah. OK. I mean, just, just all installed and reinstall that app. Could that fit that problem? No. Cause I mean, it was all popular. Like. Like. Hmm.
18:00
Speaker 2
it is a third party device and the app the goal of the app is to manage your router settings and to check if there are devices connected to it but it doesn't any relation with the issue so I guess maybe just pop up for couple of seconds
19:00
Speaker 1
Yeah. Well, I mean, like I said, I've got five televisions and my iPad, and they all do the same thing. It pops up on all of them. I think just this one TV that does that. It pops up on all of them. I guess maybe it hadn't popped up there again. Yeah.
20:00
Speaker 2
television also it's a third party device, so I'm not really familiar with its settings. But if the error recurs, feel free also to call the manufacturer of the television. So I guess if it will happen again, feel free also to reboot your Linksys router and restart your devices and reconnect it with your Linksys network. Then don't yeah if it will pop up again, power cycle or reboot your Linksys router. So you need to unplug the power adapter [silence]
20:00
Speaker 1
0 7 7 0 7 Okay. I a stuck well thank mi for
21:00
Speaker 2
Wait for maybe 30 seconds to one minute to plug the power back. And then you can also try to forget the network, then reconnect your device. And don't hesitate to call us back. I will provide your ticket number. Your ticket number sir is 07773. So 0 yeah, 0 triple seven 3. 07773. So thank you so much for your time, Stephen. And feel free to call us back to see if the error recurs, okay? So thank you and have a great day.
21:00