V2 Rubric Detail — 86577746-7b96-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 13:03
Duration
18m 45s
Contact
Debra Mckinney
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136509
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer is unable to connect her TV to the network.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall67.8% (+9.8)

V2 Grader Summary

The customer confirmed the TV was working again during the call, resulting in a Successful Resolution. The agent provided factually accurate technical guidance (T3 Met) and demonstrated ownership (O1 Met), but diagnostic efforts were incomplete (R2 Partially Met) and communication lacked full adaptation (C2 Partially Met). No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer reported TV unable to connect to Wi‑Fi while other devices worked. Agent attempted to collect serial number but could not verify it. No Wi‑Fi troubleshooting performed. TV began working during the call. Ticket #136509 created.

Troubleshooting Steps
  • Requested router serial number and model.
  • Asked for the TV error message.
  • Confirmed other devices were connected to the network.
Key Observations
  • Agent did not perform any targeted Wi‑Fi or TV connectivity troubleshooting (e.g., checking SSID, password, band, or TV Wi‑Fi settings).
  • Model and serial number were not properly verified; warranty eligibility was never addressed.
  • Communication lacked clarity and empathy, leading to customer confusion.
  • No actionable self‑help path was offered beyond the ticket number.
  • Technical advice provided was accurate (e.g., confirming router functionality based on other devices working), but no troubleshooting steps were taken.
Positive Highlights
  • Agent confirmed that other devices were successfully connected to the network, correctly isolating the issue to the TV.
  • Provided a ticket number (136509) for reference.
  • Did not provide any technically inaccurate advice, maintaining ACCURACY at 5.
Agent Errors / Gaps
  • Failed to collect or verify the correct router model and serial number before proceeding (protocol miss).
  • Did not follow standard Wi‑Fi connectivity troubleshooting flow (no check of SSID, password, band, or TV settings).
  • Provided no actionable solution or self‑help path; relied on the issue resolving itself.
  • Minimal empathy and unclear phrasing, causing customer confusion.
  • Did not guide the customer to check TV Wi‑Fi settings or attempt reconnection with correct credentials.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed at [16:00] that the TV is now working and can access channels: 'but today I'm able to get to the channel that I was trying to get to for the last two nights.'
R2 Partially Met Diagnostic thoroughness conf 80%
Agent asked if other devices were connected to isolate the issue and suggested reconnecting the TV to the network, but did not perform a full troubleshooting sequence (e.g., no power-cycle instructions, Wi-Fi settings verification).
R3 Partially Met Correct resolution path conf 75%
Agent correctly assessed the router was functional based on other devices connecting, but did not verify warranty status or model-specific support path, and offered no deeper troubleshooting or escalation path for the TV issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (TV unable to connect) and used a basic isolation method (checking other devices), but did not probe for specific error messages, root cause, or logical diagnostic sequence beyond initial verification.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent correctly stated they lacked remote access to the router and relied on customer observation (e.g., 'we don't have any remote access to control your linksys router'). No tools were used, which was reasonable given constraints (serial number unverifiable).
T3 Met No misinformation conf 90%
Agent's technical claims—that other connected devices indicate the router is working and that remote access is unavailable—are factually correct per KB and consistent with device behavior observed by the customer.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent opened with standard greeting and collected information, but transitions were weak (e.g., abrupt shift to ticket number without summarizing next steps), and no clear framing of process or expectations was provided after initial contact.
C2 Partially Met Confirmed understanding conf 75%
Agent used terms like 'verify' and 'remote access' without simplification initially but adapted by suggesting a photo when the customer struggled with the serial number. However, language remained technical at points, and comprehension checks were insufficient for the customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the line through extended effort to obtain device details, acknowledged difficulties, and saw the interaction through to closure with a ticket number without unnecessary transfer or avoidance.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number (136509) and invited callback if the issue returns, constituting a basic next step. However, no proactive follow-up, realistic timeline, or specific action was assigned beyond 'call back if needed.'
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history or handoff context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue resolved during the call with no hardware fault, complexity, or customer complaint requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized sincerely ('I'm really sorry'), acknowledged the customer's difficulty with the serial number label, and remained patient and courteous throughout a long interaction with an elderly-sounding customer.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted approach by suggesting a photo to help the customer with the serial number, showing responsiveness to effort. However, did not consistently simplify pacing or language when the customer expressed confusion (e.g., unclear instructions on reconnecting the TV).
X3 Partially Met Overall experience conf 70%
Agent suggested taking a photo to reduce physical effort in reading the serial number—a valid accommodation. However, required repeated attempts and did not offer alternative paths (e.g., checking ISP documentation), increasing customer effort.
Call Transcript22 turns · 29 lines
Speaker 1
I was having, been having problems with my, um, TV, and anyway, so I called my internet provider last night, and they told me that it would, that I had to, needed to contact, you know, your company for my, um, router. Is, because that's who my router is with, and anyway, she, they rebooted and everything, but my, mine is still not working.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit Support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Eugene, I'm going to help you today. Okay. [silence] But is your other devices, are your other devices working and connected successfully to your links, this network? I don't know, what I mean is that, except for the television, you have other devices such as your phone, computer, right? So, are are they able to connect with your links, your network? So everything is working fine, except for your television. And is this your first time calling us for support? You're calling from, United States. Okay. So, me, I know your first name and last name, ma'am. Okay, so, your first name is [silence].
00:00
Speaker 1
Correct. That's correct. It is 9853203324. My email is Debra, D-E-B-R-A, at Tangy T-A-N-G-I, title.com. No, it's T-A-N-G-I, title.
02:00
Speaker 2
debra. And you're last name spells is mck Mckite I-N-E-Y. And your callback number? How about you email? Okay, so it's, so, so, D for, E for, B for, R for, A for, at, so, so,
02:00
Speaker 1
you forgot, you forgot, but there's T-I-T-L-E, it's title, it's tangy title. And so I think you forgot another T in there, so it's T-I-T-L-E. Yes, ma'am, that's correct. Um, one, Whoa, where would I find that on this thing? Is it inside the box? Oh, lord. Yes, underneath, but let me see, oh. I need a magnifying glass for this inside of the bottle. It's not like it's just where I can see it.
03:00
Speaker 2
T for Tom, A for Alpha, N for November, G for George, I for India, T for Tom, I for India. L for Lima, E for Edward, dot com, C-O-N. okay, so Deborah at tangentidal.com. ED, how many Linksys router do you have, Deborah? Can you please provide a serial number? underneath or on the bottom.
03:00
Speaker 1
Let me see if I can you know put on some magnifying glasses and see if I can I can see what it is. Hold on a minute. I don't know. Putting. put on. Let's see if I can figure this number out. I'm going to go and take this black out of this underneath here, because I can't wait it. I can't call it enough. [silence] you I maybe I could read it let's see if I can get my light on my phone. Let's see cuz I can not see anything. How can you get my phone light on? Let me. Hold on, I'm trying to find my light. Mm-hmm. Light. It on here. I can't see what the number is. hold on. Hope I don't disconnect you. I'm just trying to get back to the front of my phone where I can see my light. [silence] no, let's see, I can't tell I can't read this number. I'm sorry. I can't get my light on the phone or anything. I can't read this number on this modem. Okay, yeah, let me try that. Let me try that. The thing of it is, is that this thing is inside the box, but hold on. Let me see if I can do it like this. it's in. It's like on the on the bottom. Let me see if I can do it this way. It's a very paint. They put it in a very bad place. I'm try this and see if it works. I don't think it has a it doesn't look like it has a serial number. Let me see. Let me see what I can see from that picture.
04:00
Speaker 2
You can actually take photo of the information labeled underneath of the router, Deborah, and you can proceed to Zhetin.
07:00
Speaker 1
This is password. Hmm. Would it be the record? So it's just a, I don't know where this, it doesn't have a serial number on that thing. Where else would it be? Like it has, and that has a set up, set up underneath. I mean, the only thing that has a thing on it's called, it says set up Wi-Fi name. And then it's got. I'm not, I don't, okay, well, I don't see it. I don't. On that picture I just took, I don't. Let me see if I can get to do this outside. This is the most retrol thing I've ever seen. I mean, like, it's not very. Let me see. Let me see that. I don't think I'm going to be able to do it. I don't think it's going to let me take a picture of US and see the darn thing. Let's see if I can read it. OK C see your number. OK. I think I think it's 20 J 20 M 3 7 8 4 5 6 1 4. That's what it looks like. It looks a little Yeah. I can see the model number too. You
08:00
Speaker 2
Sure, sorry, I'll check that first. I think he just wanted to make sure it's 20J4Juliet5 20M for Michael?
09:00
Speaker 1
model number. Is that a number underneath it? It looks like it, but it's kind of blurred. Like I said, I'm taking a picture of it, so, why you don't, is it, I mean that's what I'm, that's what I see. That's what it looks like with me taking a picture of this darn thing, but is it not coming up? I mean, like, is that number? Let me see.
10:00
Speaker 2
i need to um confirm the serial number, Debra, because we need to re those verified in my end. It doesn't show any device data that I can verify. What's the device information? I already confirmed if the serial number of your linksys router is 20 J for Juliet 2 0 M for Michael three seven eight four five six one four. Okay, is the model number of this router W RTXF215? W-O-O is your three.
10:00
Speaker 1
Yeah, Just like a blue green. Has it worked before? Yes. No, huh? It worked before now it's just it went out like in the last three nights. It was not working. I did I did disconnect it from the power source and reconnected. Yes, I did do that last night with the people from the on the internet uh from the an internet provider. So yes.
12:00
Speaker 2
Okay. So, has your television worked before? Or is it's a newly bought? Have you tried to restart it and tried to connect with your Linksys network and then verify what is the error appears when you try to connect your television? Okay. Now what is the error displayed when you try to connect your television?
12:00
Speaker 1
What happened? What did you ask? I didn't understand that question. To internet, yes, that's what it was whenever I try to look at you in particular channels, yes, it's saying that it's um unable to connect to the internet. K, hold on. Hold on. Mhm.
13:00
Speaker 2
The error, is it shows, unable to join, unable to connect, can you please try to do it, try to connect your television and let's verify what the error appears. [silence]
13:00
Speaker 1
Okay, let's see. What's it comes on now because it's, at least the apps are showing up a little bit better. Let's see if it comes on. If it gives me that message. Okay. And now, okay. Now my TV came on. Like I could never get to the channels that I was trying to watch. Did you do something because it wasn't working last night, but it did come on just now.
15:00
Speaker 2
So when you try to connect your television to your Linksys network, using your Wi-Fi name and password, where does the error appear? Or shows Debra? Now, I'm really apologize Debra, but we can actually do that. We don't have any,
15:00
Speaker 1
[silence] Well, it's working now. I mean, it just, like I said, I was up until like 2:00 this morning. on the phone with Spectrum and trying to call y'all and I couldn't get through because she told me it was on y'all's end because she was able to see the signal and she did everything on our end is good. It had to be your, had to be your router. And so that's why she gave me your number to, gave me this number to call, but it's, but I don't know if you did it. I don't know what happened, but, but it just, I turned it on now, cuz I turned it off, turned it on last night a few times while I was on the phone with them and anyways, but today I'm able to get to the channel that I was trying to get to for the last two nights. So,
16:00
Speaker 2
remote access to control your linksys router in your end. I guess it's possibly cause the issue is the television itself is not yet connected to the linksys network. I see and by the way Deborah your linksys router is working currently working because your other devices successfully connected.
16:00
Speaker 1
Yeah, yeah, all right. Well, yeah, okay. Yeah ma'am. No ma'am, that should be it. That's all I was needing was to try to figure that out. So but thank you so much. What and what's that number? I'm sorry. What is that number for? Okay, hold on let me write that down. Okay. Okay, what's that number again?
17:00
Speaker 2
But I guess the television just needs to be or start, reconnect your link to the network to work again. But yeah, it's actually good since the television is now working. So is there anything else that I can help you with? Yeah. You're welcome. But of course, feel free to call us back if you need more assistance. Just use this ticket number: 136509. they are welcome Deborah and
17:00