V2 Rubric Detail — 9425a35a-7422-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:25
Duration
13m 0s
Contact
Michael Spadola
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135259
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device not connecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical3.12/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall34.5% (+12.5)

V2 Grader Summary

The agent never resolved the poor-signal problem and provided no systematic troubleshooting, only generic website links and a paid-support offer. While the technical advice given was correct, the interaction lacked empathy, clear next steps, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported weak Wi-Fi signal on out-of-warranty EA7300. Agent provided incorrect support URLs (support.linssis.com, support.blinks.com), misidentified company as 'Blinks', and gave unverified advice on separating bands and resetting Roku. No valid troubleshooting performed.

Troubleshooting Steps
  • Verified product model (EA7300) and serial number
  • Checked warranty status (out of warranty)
  • Provided incorrect support URL (support.linssis.com)
  • Suggested separating 2.4GHz and 5GHz SSIDs without guidance
  • Suggested resetting Roku without verifying router access
  • Provided second incorrect URL (support.blinks.com) and misidentified company
Key Observations
  • Agent provided two incorrect URLs: 'support.linssis.com' (contradicts KB: should be support.linksys.com) and 'support.blinks.com' (brand misrepresentation).
  • Agent misidentified the company as 'Blinks' at the end of the call, which is a serious protocol violation.
  • Agent suggested separating 2.4GHz and 5GHz bands without verifying if they were merged or guiding the customer on how to access router settings (KB requires login at http://192.168.1.1 or http://myrouter.local).
  • Agent advised resetting Roku without first confirming the customer's ability to log into the router or access Wi-Fi settings.
  • No actual troubleshooting was performed: no login verification, no firmware check, no reboot sequence, no channel scan, no signal test.
  • Agent incorrectly implied that Roku devices cannot detect 5GHz networks, which is not supported by KB and is generally false for modern Roku models.
Positive Highlights
  • Collected customer name, email, and router model/serial number early in the call.
  • Correctly identified warranty status using internal system data.
Agent Errors / Gaps
  • Provided incorrect support URL 'support.linssis.com' instead of the KB-correct 'support.linksys.com'.
  • Provided incorrect URL 'support.blinks.com' and misidentified the company as 'Blinks', constituting brand misrepresentation and protocol failure.
  • Failed to guide the customer to the correct router access URL (http://192.168.1.1 or http://myrouter.local) before suggesting channel or band changes.
  • Suggested separating 2.4GHz and 5GHz bands without verifying if they were merged or providing login instructions, contradicting KB guidance.
  • Advised resetting Roku without verifying the customer's ability to log into the router or access Wi-Fi settings.
  • Did not perform or guide any actual troubleshooting steps (reboot, firmware check, signal test, channel scan).
  • Incorrectly stated that Roku devices may not detect 5GHz networks, which is not supported by KB and is generally false.
  • Failed to acknowledge customer frustration or summarize next steps clearly.
  • Ended the call with no valid self-help path, instead providing harmful misinformation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the poor-signal issue; only gave generic website links and suggested upgrade.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting was performed – no reboot, no channel check, no speed test, just referral to support site.
R3 Not Met Correct resolution path conf 88%
Agent identified the device as out‑of‑warranty and offered paid‑connect and upgrade options, but did not attempt best‑effort OOW troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer reporting a specific device (Roku) buffering while others worked, the agent did not ask about signal strength, distance, or WAN status, instead jumping immediately to generic suggestions and paid services.
T2 Met Appropriate tools / resources used conf 92%
No tools required — issue was local configuration; agent appropriately avoided remote session or log review for this scenario.
T3 Met No misinformation conf 94%
Technical advice to separate 2.4GHz/5GHz bands, change channels, and perform a factory reset is consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set a brief expectation about warranty status but then gave long, unstructured instructions and many silences.
C2 Partially Met Confirmed understanding conf 80%
Language was generally understandable, but the agent’s rambling and lack of checks for understanding reduced clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 78%
Agent stayed on the call and did not transfer, but offered no concrete assistance or follow‑up, showing limited ownership.
O2 Not Met Proactive follow-through conf 92%
No specific next steps, timelines, or follow‑up commitments were given beyond a generic website link.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 88%
Agent correctly decided not to escalate; the issue could be handled at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy (only a brief apology about warranty) and did not acknowledge the customer's frustration about the poor signal.
X2 Not Met Tone & rapport conf 85%
Tone remained flat and did not adapt to the customer’s confusion; the agent repeated long, unclear instructions.
X3 Not Met Overall experience conf 88%
Customer was asked to navigate external sites and consider a paid service, increasing effort rather than reducing it.
Call Transcript21 turns · 23 lines
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Yes, I contacted my internet provider and
01:00
Speaker 2
Thank you for calling, Linksys. This is Epi, how can I help you?
01:00
Speaker 1
[silence]
02:00
Speaker 2
okay you're getting very poor signal on the router alright yes, uh, sir, here's the thing um yeah if that is the case, there's a need for us to verify the Wi-Fi settings of your router, okay
02:00
Speaker 1
Michael, last name Sapola, home spelling p-a-dola-74-MG at optonline.net. M like, no m like, like Michael. G like girl. The model is the 7300.
03:00
Speaker 2
Okay. And I'm taping on the device. Um can I have your name? [silence] And your email address sir? So. [silence] Okay. [silence] Seven for n like Nancy. G as in George. [silence] M. Okay. [silence] Alright. [silence] Yep. Can you also have the model number and the serial number of your lynxist device? Just try to look underneath that's. [silence] Sir. And the serial number.
03:00
Speaker 1
Boy, I don't know if I can even read it. Uh, I know, but I see it. It's my eyes, it's not, um, 190, like Thomas 10, S0 580, 1247. Um, I don't know exactly, but it was working. Well, my the TV's no, but my laptop, yes.
04:00
Speaker 2
It's underneath it, underneath the device. How long have you been using this device, sir? So other device are working fine? Your wireless, other wireless devices. [silence] Ok, so, sir, just to set your expectation here, because upon checking our system, your device EA 7300 is already out of warranty, OK? And we are sorry to say that, uh, since it's out of warranty, it's no longer covered for free technical support. However, you have nothing to worry because we we do have options for out-of-warranty devices. Um, we have this website, which is at support.linksys.com. This, uh, you will find their articles on how to, um, and how to change the wireless settings of this router. OK, because, uh, since right now, your wireless is working, it's just that you're getting a low signal. Probably, there's a need for you to, uh, change, uh, change the channels of the device. Um, uh, well, you can also find some articles there on our support site on how to improve the wireless signal. Okay? So, that, that is our website, support.linssis.com. That's the first option. Our second option, sir, is our paid connect service, which will cost you [REDACTED_PAYMENT_DIGITS] dollars. Just a one-time payment, lasting for [REDACTED_PAYMENT_DIGITS] minutes of trouble shooting, sir. And this service is non-refundable. So, this will also may or may not work, because uh, since your device is already out of warranty, uh, there's also a possibility that this hardware issue. So, um, Right now we won't be able to tell if there's really something wrong with the hardware. So, since uh, the paid connect is non-refundable. Okay? So if ever the device seems to be defective, we cannot replace it.
04:00
Speaker 1
Yes. So tell me again, right slowly. So if I go on that, it gives me step by step to change the channel. [silence] Right. So, I don't even know if, like when you get the to change the channel, I would have to log in or, so I don't even remember if I set up a an account or a password. You don't see any of that on your end, do you?
07:00
Speaker 2
The website is support.linksys.com. Yes, sir. Or you can also take advantage. You may search for the model number. You can also take advantage of the AI tool at the bottom right. And it will show you instructions and how to access the router settings to change the channel from there.
07:00
Speaker 1
All right. So, if I called back what I could do is tried and what was your 800 number again? Yeah. All right, let me try with the support linksys.com, if I'm able to change channel, because I know the distance from the router to the TV, it's it's one room over, so I know it's not the distance. You know?
08:00
Speaker 2
we cannot uh see that sir. We can't track that because we don't have any access to your router settings. [silence] 1-800-326-7114. [silence] yes. [silence] yes.
08:00
Speaker 1
How old is it? Right, so that's fifteen dollars. I mean it's fine but it might be that the router is just a little bit old. Yeah, but why?
09:00
Speaker 2
[KEEP_UNCERTAIN] [silence] Yes. [silence] Sometimes we - especially if you have an older model, [silence] sir, [silence] we um sometimes, we, we suggest our customers to just upgrade their their router to a new one. [silence] If you get a new router, you'll get free technical support for that. [silence] Well, thanks again for listening. [silence] Please take a moment to like and subscribe to the channel.
09:00
Speaker 1
Yeah, we're using a Roku. Yeah, I have a Roku plugged into the back of the TV. [silence] [silence] [silence] [silence] [silence] [silence]
10:00
Speaker 2
[KEEP_UNCERTAIN] sometimes, um, with TVs, okay, there_there there are built-in wireless adapters with that, Okay, you may also need to consider the built-in wireless card that's in the T, that's in your TV. Are you using a, a USB stick? Or it's a, if you're using the built-in, uh, wireless adapter on your TV. Oh, that's a Roku. Okay. Okay, yeah. Sometimes with the Roku server, there's a need for you to reset the device to factory defaults, okay? I may not be technically trained with that, but, uh, I have experience with, with, uh, with, um, Roku before, and, yeah, you need to. This is a dual band router, so, uh, sometimes you need to, to do, uh, reset the router to factory defaults, okay? So, what you need to do is, uh, turn off the Roku, uh, turn off the router, and, uh, connect the, uh, Ethernet cable to the, uh, to the, uh, to the router, and, uh, plug in the power to the, uh, to the, uh, to the router, and, uh, connect the, uh, Ethernet cable to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh, to the, uh.
10:00
Speaker 1
Oh, so if I reset the OK, I go back to factory. All right. Maybe it's not router R, and maybe it's the the Roku. Yeah, they all work very well. Yeah, but as you said, um, the computers work fine.
11:00
Speaker 2
change the name you need to separate the names for the two point four and the 5g because uh Roku may not be able to detect the 5g. so there's a need for you to consider that and yeah some some cases in some cases you need to like uh reset the Roku device to factory default because uh it will remove the settings and you need to reconfigure that. so you need to reconnect to the network yeah. yeah cause you have other wireless devices which is working. unless the the laptop yeah unless the laptop is not working then we we really can't we can tell that it's really a hardware issue I mean it's it's a Linux issue.
11:00
Speaker 1
They work actually very well, but it's just the TV that is constantly buffering and freezing. No, I didn't. No. No, I did not. Okay. Okay. But with the Roku, they're going to probably just say get the most up-to-date, you know, version. I don't I don't know how Yeah, yeah. All right. Well, thank you very much. [silence] Thank you. Thank you.
12:00
Speaker 2
Yeah. Have you verified that already with the Roku? Have you checked it with Roku? Yeah. You may also try the Contact answer because maybe there's a need for them to update your Roku. Yeah, they may need to perform a firmware update for that, sir. Thank you for your time, sir, Michael. And again, uh, you may always do so. This is support.blinks dot com. So this is Epi from Blinks. Thank you for calling. You do have a great night, sir. You take care. Thank you. Bye bye.
12:00