V2 Rubric Detail — 9b8dc714-80be-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 02:32
Duration
8m 47s
Contact
780-690-1437
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137397
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000_Unable to connect TV to the Wi-Fi network

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall38.7% (-13.3)

V2 Grader Summary

The agent initiated reasonable troubleshooting by collecting diagnostics and proposing router setup page access, but the call ended abruptly without resolution, next steps, or escalation. Technical guidance was accurate per KB, but ownership gaps and unresolved escalation needs remain critical. Communication had pacing issues but was not severe enough for auto-zero.

V1 Case Analysis

TV cannot connect to MR2000 Wi-Fi; no troubleshooting performed; advised to check router settings; issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, model (MR2000), and serial number
  • Checked warranty status in system (out of warranty)
  • Suggested accessing router's setup page to review Wi-Fi settings
Key Observations
  • Agent asked irrelevant question about 'Linux technical support' at timestamp 01:00, causing confusion
  • No Wi-Fi troubleshooting steps performed despite customer confirming 23 password attempts
  • Failed to suggest KB-recommended steps: password verification (case-sensitive), power-cycle router/TV, 2.4GHz band check, SSID broadcast verification
  • Call ended without resolution or concrete next steps despite agent acknowledging the issue
Positive Highlights
  • Collected essential customer information (name, email, model, serial) accurately
  • Identified warranty status using internal system data and communicated it clearly
  • Provided correct router access URLs (http://myrouter.local or http://192.168.1.1) per KB guidance
Agent Errors / Gaps
  • Asked unrelated question about 'Linux technical support' which confused the customer
  • Failed to verify Wi-Fi password case-sensitivity or perform device power-cycles
  • Did not guide customer through checking router SSID broadcast, security mode, or MAC filtering
  • Provided only vague suggestion to 'check settings' without actionable steps
  • Did not confirm customer could access router UI or knew login credentials
  • Allowed call to drift without structure after initial data collection

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended abruptly without resolving the TV connectivity issue or providing a confirmed workaround, escalation, or RMA.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked relevant diagnostic questions (password correctness, SSID reuse) and proposed accessing router setup page to check WiFi settings, but troubleshooting was incomplete before call ended.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged device was out of warranty but affirmed they would assist, aligning with OOW best-effort expectations, though the resolution path was not fully executed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (TV sees network but won’t connect), asked about password entry and SSID reuse, and attempted to isolate the issue, but no deeper root cause analysis was pursued.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent proposed using the router’s setup page (http://192.168.1.1 or http://myrouter.local) to verify WiFi settings — a valid and appropriate tool per KB guidance — but this step was not executed before the call ended.
T3 Met No misinformation conf 95%
All technical information provided (checking password entry, confirming SSID reuse, directing toward router login) was accurate and consistent with documentation; no factual errors or KB contradictions were stated.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened with standard greetings and collected information, but used filler words (“um”, “okay”) and lost momentum during troubleshooting; call control was weak but not fully lost.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and avoided deep jargon, confirming basic understanding (e.g., repeating email spelling), but no explicit comprehension checks were made during technical steps, and pacing was inconsistent due to filler words.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the case, collected necessary details, and began troubleshooting despite OOW status, but did not commit to a clear action or follow-up before the call ended.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment (e.g., callback, escalation) was established; the interaction ended without closure or direction.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
The issue remained unresolved after minimal progress, and the agent did not escalate despite clear signs of persistent failure and customer frustration; escalation was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch, and the rubric specifies E2 is N.A. when no escalation occurred regardless of warrant status.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a generic apology (“I’m sorry to hear that”) and acknowledged inconvenience, but did not specifically recognize the customer’s repeated attempts (23 tries) or mounting frustration.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a polite tone and attempted to match the customer’s conversational pace, but communication was cluttered with filler words and lacked active adaptation to customer confusion or urgency.
X3 Not Met Overall experience conf 95%
Customer was asked to repeat personal information (name, email, serial) unnecessarily; agent did not leverage known data or streamline the process, increasing customer effort.
Call Transcript16 turns · 17 lines
Speaker 1
Hi there. I just got my new Linksys router, and I was able to get it to connect to the phones and my thermostat, but for whatever reason, it shows the network on my TV, but I cannot get it to connect. And I don't know why. No, it's just saying that it can't connect. [silence] Yeah.
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. [silence] Thank you for calling Linksys technical support. My name is Donna. How may I help you today? [silence] Okay. I'm sorry to hear that. Did you receive an error message when you tried connecting your TV to the Wi-Fi network? Did you double check if the password you've entered was correct?
00:00
Speaker 1
[KEEP_UNCERTAIN] Yes, and I've put it in at least 23 times. yeah, so we had a previous linksees router and we upgraded. Um, and yeah, it just will not connect. and it popped up different on the TV. Yes, it is. [silence] Yes.
01:00
Speaker 2
I see. Was the TV connected to the network before? I see. Is the wifi name set on the new router the same as the wifi name set on the old one? I see. Thank you so much for sharing this information and we truly apologize for the inconvenience this may have caused. Okay. So, let's check further on this together. By the way, is this your first time contacting Linux technical support? I'll turn your first name and las name, please. And could you please spell it out for me using phonetics?
01:00
Speaker 1
So, my first name is T/T/H/A/H/Y/A, and my last name is Z/O/L/I/N/S/K/I. Yeah, it's sc/Kozy-99@hotmail.REMOTE. com, yes.
02:00
Speaker 2
Thank you. Okay, thank you so much. Okay. Um hm. Okay. May I also have your email address and can you please spell it out for me using phonetics as well? Thank you so much. So, your email address is fooopy-rules@hotmail.com. Okay. Um thank you so much. And um may I have the model number and the serial number.
02:00
Speaker 1
Uh, yeah, so the serial number is, uh, I think it's 50 you 10 M15 C 08 793.
03:00
Speaker 2
you can find it on the sticker underneath the device or on the box it came with. They also have the model number of their product. You can find it underneath the device. It starts with model number.
03:00
Speaker 1
Oh, I see. It's M R 2000. Uh, it's MCS, uh, oh, uh, MCS net, I think. Yeah. No, Canada. Okay, thank you. [silence]
04:00
Speaker 2
Thank you. Thank you so much. MCSnet. Okay, thank you so much. Mm-hmm. Okay. And you're calling from the United States right now, correct? I see. Thank you so much. Please give me two to three minutes to check this real number in the system, okay? Thank you. Okay. Thank you for patiently waiting. Thank you. Are we still connected? Okay.
04:00
Speaker 1
That's so weird. I just got this Link CZ. Like, I just ordered it. Yes. It's, uh, I ordered it online through Best Buy. So is this... No it's brand new. OK.
06:00
Speaker 2
By the way, I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. Just to set the right expectation, Oh, I see. Mm-hmm. Do you still have the receipt of purchase? Is this brand new, refurbished or secondhand? Okay, thank you so much. Please take, um, please secure the receipt of purchase for warranty purposes, okay? Thank you so much.
06:00
Speaker 1
just this one now. Because it says it's up to 2,000 square feet and you can put 25 devices on it. Yes. My my cell phone and my thermostat. Yeah. Okay, I've done all of that. So I'm just wondering, like, is this is this router that we got, you're thinking it's probably [ silence ]
07:00
Speaker 2
By the way, how many lynxist routers do you have, in total? Okay. Okay. Understood. By the way, um, do you have other devices that are connected to the Wi-Fi network right now? Okay. So all... Okay, I see. So you use the same password in connecting the TV to the network but the TV is not connecting, right? Okay, so what we can do to isolate the issue is to access the router's setup page and then double check the Wi-Fi settings from there, okay? Okay.
07:00
Speaker 1
refurbished then and we just were told it was new. so, so it's an older. so it's okay. I don't. Ah,
08:00
Speaker 2
not really maybe um this router was was told was stored in a shelf for a longer period of time that's why it shows out of warranty in the system yeah it's actually an older model but we will take your word that this router is brand new just take um just secure you see that purchase for warranty purposes okay okay by the way do you have a computer available right now what device is currently connected to the hardware that we can use Sony um
08:00