V2 Rubric Detail — 83077648-6b6c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:22
Duration
26m 36s
Contact
Yolanda Hernandez
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133996
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Tv wireless connection failed.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided performing any troubleshooting or ownership, offering paid support without attempting best-effort steps as required for out-of-warranty devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps for the customer's TV Wi-Fi issue, despite the device being out of warranty and best-effort support expected. Instead, they redirected the customer to Samsung and a paid session without attempting basic fixes like WPS, reboot, or admin access. This constitutes avoidance/evasion, resulting in an unresolved case and a critical failure.

V1 Case Analysis

Customer unable to connect Samsung TV to Wi-Fi; other devices work. Router MR7350 (serial 33C10M27805627) shows solid blue LED. Agent incorrectly stated warranty expired, offered $15 paid support, and redirected to Samsung without router-side diagnostics. No resolution achieved.

Troubleshooting Steps
  • Collected serial number (33C10M27805627) and model number (MR7350).
  • Confirmed other devices (smartphone, laptop) have Wi-Fi connectivity.
  • Verified router LED status is solid blue.
  • Offered paid support for router configuration changes.
  • Suggested contacting Samsung and using WPS button.
Key Observations
  • Agent correctly identified MR7350 model from serial number but did not use this to guide troubleshooting.
  • Warranty status incorrectly stated as expired without system verification or eligibility check.
  • Paid support offered prematurely before performing any router-side diagnostics (e.g., DHCP lease, band selection).
  • No verification of router settings (SSID broadcast, band selection) despite solid blue LED indicating router functionality.
  • WPS suggestion was appropriate but not validated for TV compatibility or button location.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Correctly confirmed other devices were working, isolating issue to TV.
  • Verified router LED status was solid blue, indicating normal operation.
  • Suggested WPS as a potential quick-connect method, which is valid per KB for compatible devices.
Agent Errors / Gaps
  • Incorrectly stated warranty was expired without verification via system or eligibility check.
  • Offered paid support before performing any router-side diagnostics (DHCP lease, band selection, SSID broadcast).
  • Failed to check if 2.4 GHz SSID was broadcast or if TV supports 5 GHz, per KB guidance for device-specific connectivity issues.
  • Did not verify DHCP client list to confirm if TV received an IP address.
  • Abandoned troubleshooting after customer hesitation and reverted to manufacturer referral without offering self-help steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the TV Wi-Fi issue; only suggested contacting Samsung and offered a paid support option without completing any resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., reboot, firmware check, WPS attempt, or admin login); agent immediately deferred to paid support.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset, WPS, channel check) as required by policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent correctly identified that only the TV was affected and other devices worked, but did not pursue root cause (e.g., band compatibility, IP assignment, firmware).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., router admin interface, channel finder, or WPS test) despite their relevance to diagnosing Wi-Fi connectivity.
T3 Met No misinformation conf 97%
Agent accurately described WPS as a connection method and correctly stated the router’s warranty status.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but had awkward silences, failed to set clear expectations, and abruptly introduced paid support without framing.
C2 Met Confirmed understanding conf 94%
Agent used accessible language (e.g., 'WPS button', 'reset network') and avoided technical jargon, matching customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; redirected issue to Samsung and offered paid support instead of attempting any troubleshooting steps.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given (e.g., how to reset TV network); only vague suggestion to call Samsung without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of customer’s frustration or prior troubleshooting efforts with Spectrum.
X2 Not Met Tone & rapport conf 95%
Agent maintained a flat, procedural tone despite customer’s confusion and repeated attempts; did not adapt pace or reassurance.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial and MAC numbers multiple times; agent failed to confirm or record them efficiently.
Call Transcript23 turns · 26 lines
Speaker 2
Welcome to Lingus 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 1 now. For out of warranty products, paid support may be available depending on your issue. Please have your device's 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.
00:00
Speaker 1
Thank you my, tb is not, the wireless connection is, has failed, wireless network. so my router is linksies and I already called my um, cable provider, the spectrum and she did all kinds of tests on her end and she said that their modem is working and it's the connection with Wi-Fi is probably or our router, that's not working.
02:00
Speaker 2
Hi, thank you for calling Sis. My name is Raquel, and how may I assist you today? I see, got it. Thank you for that detail. Uh, aside from the TV is there any other device that is also having trouble with the Wi-Fi, aside from the TV?
14:00
Speaker 1
[silence] Yes, my smartphone is working and so is my uh laptop. Uh-huh. Yes. Uh-huh. Sure. Uh-huh. Okay. It's 33 C like Charlie, 10 M like Mary, two, 7805627
15:00
Speaker 2
so that's the only uh device that is how about our smartphone or um that can connect to the Wi-Fi? uh okay so laptop and smartphone is working are working fine connected to the Wi-Fi right? Okay. I may have the serial number over links this route so that you can further check it. serial number can be found at the bottom. okay. All right let me make sure I got it correctly so that's 33 C for Charlie, 10 M for Mary, 27
15:00
Speaker 1
correct yes yes yes yep see novel number okay is it the MAC or not in is that the model number okay that's okay hold on just a-stemp [silence]
16:00
Speaker 2
A4 alpha zero five six two seven. Is that correct? Thank you. And is this your first time calling Linksys? Alright. And at the middle of- I mean at the at the bottom of the router, may have the model number as well. Normally it will start with letters then followed by numbers and usually in smaller text. that's that's the MAC address. How about on top of the MAC address and the serial number okay.
16:00
Speaker 1
Oh, M, like Mary, R seven, three, five zero. Yes. Yolanda Hernandez. Yolanda, Y O L A N D A like Zebra. Yolanda, Y O L A N D A like Zebra. P like Paul, Hernandez. At Gmail.com. Yep yep all. So 512, six, eight, nine. Three, four, eight, nine. Gosh, I don't know. Um, Yeah, I don't know. Three or four years, maybe? Because I used to have a Roku or not Roku, uh, the Firestick. And we switched it to this, but I don't know how long. I'm sorry. I have no idea. Not an error message, I don't think. I mean, we she went in there and yeah, she had me go in there and like take it off. Linksys and then we re-entered it. We reset it up. And so I re-entered um the name, Linksys and my password that I had created. So I did that but Uh-huh. It's blue. It's blue. Correct.
17:00
Speaker 2
have you tried to connect the TV to the Wi-Fi is there any error message? There's none. Mhm. Uh-huh. Mhm. Okay, thank you. And now may I know what's the light in front of your Linksys router? The color light, is it blue, red? Solid blue light, right? Mhm. All righty, and is this TV works fine before and if you
19:00
Speaker 1
Just this morning we tried to put it on. It was working last night.
20:00
Speaker 2
guess what happened prior to its Wi-Fi connection failed. I see. Got it. Cause here's the thing. Since other devices are connected properly and working fine with the TV, I mean to the Wi-Fi, it means something to do with the settings of this TV. That's probably my hypothesis for that since other devices is working fine. And if we would like to check the router settings, probably we can run channel finder and check if this TV is getting IP address from the router and we'll check where it's exactly connected. If it's via 2.4 or 5 gigahertz so that we can try optimizing channel and try connecting this TV. And for that, by the way, just to set your expectation: upon double checking it here with
20:00
Speaker 1
I do have another question, though, before we try that. Could it be the connection with the Samsung TV then is that what you're saying?
21:00
Speaker 2
[silence] Your router's hardware warranty is actually already ended and it's already expired. And for our out-of warranty devices, if you wish us to go through with checking of the settings, like changing channel to isolate the TV connection. We do have this paid support amounting to $15. That's one-five. It's a trouble [it's a non-refundable troubleshooting session for one hour. If we're unable to fix your issue or determine your device as effective, no refund or replacement will be given. Would you like to avail this $15 for troubleshooting your TV's connection, checking your router settings? [silence] Mm [silence] Mhm. [silence] Yes. Probably with the TV itself since other devices are connected and working fine to the Wi-Fi.
21:00
Speaker 1
okay okay thank you ah Are you gonna charge me for that? Uh uh uh Uh uh Well right but uh I know you said it was $15 but right now you said you could go ahead and
22:00
Speaker 2
I would suggest you maybe try resetting the network on your TV. I'm not trained that anymore, but you can call Samsung and, and they could tell you how to reset its network if you can try reconnecting it to the Wi-Fi.Yes. Sorry. For that, I would suggest you can call the manufacturer, which is Samsung. [silence] If it's still the same, unable to to connect to the Wi-Fi, if you want to test the router settings like change channel, optimize it, we can walk you through with that, but since your router is already out of warranty, that the our will be the paid support, if you wish to avail for troubleshooting here over the phone with your router settings.
22:00
Speaker 1
Right now you're saying that you can't do anything for us right now though. You can't check something for me.
23:00
Speaker 2
For now, I can recommend you to check with Samsung first since it's the only device it's having problem with. You can check with them how to reset the network. There's actually like a settings on it that you can reset it's network and then try reconnecting to the Wi-Fi. And the event it's still the same. If you wish to have the site, on the side of the router, if you would like to troubleshoot it in order to isolate the connection of your TV. That's the time that we can assist you running the channel or changing channel. Check where the device where the TV is connecting to it via 2.4 or 5 gigahertz. So that's the time that for now, yes.
23:00
Speaker 1
[silence] [silence] Do you have any idea where it says just [silence] it says use WPS? What is that? Do you know WPS? W [silence] Oh, okay. Okay, so you've done everything you can do right now. Is there a blue button on the back? Is that what you want me to look? Okay, let me look real quick. Oh, look in the [silence]. [silence]
24:00
Speaker 2
So just... Yes. Yes, actually. Um, that's that's actually, uh, a way, uh, method on connecting a device to the router. If your computer is, I'm sorry, your TV is supporting WPS, a button, and the router supports a blue button as well that's at the back of the router, you can use that to connect the TV. Is your... Yes. Yes, there's actually a WPS button. Is that Samsung TV has WPS button?
24:00
Speaker 1
The router, you mean? Does it have a WPS number? I mean button? Yes. oh I don't know I can't see that one on the back. It's mounted on the wall. So I don't know. Okay. Okay. Okay, so I should call him and say
25:00
Speaker 2
I believe it supports WPS at the back. How about your Samsung TV? Okay, I see. I see. How about this? I would recommend first you land a, to contact Samsung manufacturer to ask for assistance for further troubleshooting on the TV itself, like resetting its network, check its setting as well, if it has like automatically it just to make sure it connects and gets IP address to the Wi-Fi router. And after they exhaust all the possible work around, check as well if there is an update with the Samsung or any firmware update. [silence]
25:00
Speaker 1
I'm calling to see if you can reset my net my what did you say? We the network. Okay. OKOKOKOK. Bye bye.
26:00
Speaker 2
Welcome, Alondra. This once again, Raquel. Thank you for calling us and have a wonderful day. Bye-bye. Bye-bye. [silence]
26:00