V2 Rubric Detail — 9e2437e4-6055-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 20:40
Duration
23m 23s
Contact
Carol Ryan
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall28.7% (-7.3)

V2 Grader Summary

The agent provided partial troubleshooting but failed to resolve the connectivity issue due to lack of technical depth and tool usage. While some effort was made, the absence of escalation, clear next steps, and effective communication resulted in an unresolved case with high customer effort.

V1 Case Analysis

Customer unable to connect TV/computer to Linksys Wi‑Fi; attempted forget‑network and app login steps; no resolution; promised callback.

Troubleshooting Steps
  • Asked customer to forget the Linksys network on Chromebook.
  • Instructed to toggle Wi‑Fi off/on.
  • Attempted to have customer open Linksys app and log in.
Key Observations
  • Agent never collected product model or serial number.
  • Call lacked any verification of router LED status or admin UI access.
  • Agent repeatedly used filler phrases and mis‑pronounced product names, causing confusion.
Positive Highlights
  • Attempted basic Wi‑Fi troubleshooting (forget network, toggle Wi‑Fi).
  • Requested a speed test to gauge internet performance.
Agent Errors / Gaps
  • Missing model/serial number collection.
  • No warranty or support eligibility discussion.
  • No clear next‑step or scheduled callback time.
  • Poor call control and repeated unclear prompts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ended without resolving the TV or computer connectivity issues; no solution was confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested forgetting the network and toggling Wi-Fi, which are relevant steps, but did not proceed to deeper diagnostics like checking router settings or security mode.
R3 Partially Met Correct resolution path conf 85%
Agent attempted troubleshooting appropriate for an out-of-warranty device (best-effort), but failed to fully assess the situation (e.g., no model verification, no access to admin UI).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., WPA3 incompatibility, band steering), asked vague questions, and failed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No use of essential tools: agent did not guide customer to router admin page (http://192.168.1.1 or myrouter.local), did not check firmware, security settings, or DHCP status.
T3 Partially Met No misinformation conf 87%
Instructions like forgetting the network are generally accurate, but agent incorrectly assumed the app should work and made irrelevant claims about SSID visibility.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call flow and attempted transitions, but had long silences, repetitive prompts, and lost focus during customer explanations.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but mispronounced 'Linksys' and 'router', and failed to confirm understanding after key steps, though attempted to adapt to customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the case and attempted troubleshooting, but ended the call by requesting a callback without confirming ownership or documenting next steps.
O2 Not Met Proactive follow-through conf 92%
No clear timeline or defined next steps were provided; agent only said they would 'call back later' without specifying when or what would be done.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
After multiple failed attempts and persistent issues, agent should have escalated to a higher tier but instead opted for an unstructured callback.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 78%
Agent said 'I'm sorry' twice and acknowledged line issues, but did not express empathy for customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent slowed down and repeated instructions, but used robotic prompts ('uh huh') and did not adjust to customer’s confusion about app and network visibility.
X3 Not Met Overall experience conf 93%
Customer had to repeat information, manually toggle Wi-Fi multiple times, and attempt app reinstall without agent guiding efficient alternatives like direct browser access.
Call Transcript44 turns · 46 lines
Speaker 1
Yeah, I've got four devices. The TV and the computer are telling me that they can't connect to the Linksys device because it's too fast.
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 may be available. 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. Thank you for calling Linksys Technical Support. My name is Ellie. How can I help?
00:00
Speaker 1
Far away.
01:00
Speaker 2
And how many devices that are not connected on the Linksys Rutterman? [silence] Okay, TV, computers, printer, and phone. Okay. I know, I was actually asking how many devices that are that are not connected.
01:00
Speaker 1
Yeah, the cell phone is connected, but the TV and computer will not. Yeah. And I'm not on the cell phone. I should probably try to go to the cell phone. I'm on a VOIP. So if I look on the computer, if I go to click in add Wi-Fi, which I don't know why it dropped it anyway, and I entered the name of it, And it's, it, you know, plays around and says connecting, connecting, connecting. [silence] And then it drops it. It says, it goes to, it goes to the T-Mobile Gateway. It says network connection error failed to connect. Oh, shoot, I lost the message.
02:00
Speaker 2
Okay, phone is connected. Okay. So when you... I'm sorry. Uh... okay. Okay. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Okay.
02:00
Speaker 1
shoot, it disappeared. It said, out of range or something like that. Yeah, it says it can't connect. It says it can't connect. And it says I should call Amazon, which I'm not going to do. Yeah, it flips back to, which the the develop should be stronger. You don't I mean, I've had this thing for two years. I just upgraded the gateway, everything was fine, well, for a week until this afternoon and suddenly it's going haywire and I don't know why.
03:00
Speaker 2
Okay. And do you also experience the same error message or problem message on the TV as well? Okay. And then and then I'm all of them automatically connects directly to your T mobile gateway. Okay. Okay.
03:00
Speaker 1
I don't I don't. I'm not sure. I don't do either. I'm just, it's not connecting. Uh, I don't know. I'm not sure what I'm supposed to do. So I should be able to get this back by going into the app. Yes. Oh. Um, it's asking me the window.
04:00
Speaker 2
Let's go ahead and double check, uhm, everything, ma'am. Uhm, how do you usually manage your Linksys, uh, router? Are you using an app or the web browser, uh, to access the router settings? Oh, I um, I, do you have, uh, well, we uh, we're actually going to try on changing, uh, something, uh, on the router settings. Uh, do you have a Linksys app? Okay. Can you, uh, kindly open the Linksys app, please? So, uh, once you're already on the app, Duh, tap on the three, uhm, dots, uhm, on the, on the top right corner.
04:00
Speaker 1
I'm sorry it's taking time to log in or maybe more correctly, it's not logging in. The app is not, it's just spinning around. It's not doing anything. [silence]
05:00
Speaker 2
lines on the upper left hand corner give me Oh, it's not doing anything. Can you double check if the phone is
05:00
Speaker 1
Yeah, it says the Linksys, security strong connected via Linksys. Okay, it's still spinning. Okay. Now, it says, looking for routers on your network. So, I gave it the password. I need to, I can't tell if I've entered the right thing because I can't see what I entered for password. It's not, there's no way to show it.
06:00
Speaker 2
Currently connected to the Linksys router and not to your T-Mobile gateway? Oh, yes, yes, sorry. OK. OK. Can you force close the app and then reopen it again? Yeah, force close the app and then reopen it. [silence] [silence] okay. Okay. I know. Uh, yeah, but just force
06:00
Speaker 1
Well, if I could, yeah, it's a Chromebook. It's Chromebook. Yep.
07:00
Speaker 2
Please make sure that like you know you are pressing the right letters and numbers or a the specials or how about with this one instead man? Can we go back to your computer? And then forget the network. What computer is this one Ma'am? Is this a Windows computer or a Mac computer? Okay it's a Chromebook. So please go to the settings of your Chromebook I mean go to the Wi-Fi settings.
07:00
Speaker 1
Network. Network is the same as Wi-Fi. Okay. Okay, I did that. I don't I don't know how to turn it off. I've got settings, I've got network and a whole bunch of other stuff. No. No, it just says network and it's list to T-Mobile Gateway. I guess, all right, I guess I can turn that off.
08:00
Speaker 2
Yeah, go to network, and then look for your lynx is wi-fi, and then forget the network. Mhm. So after forgetting it, turn off the wi-fi and then turn it back on from your chromebook, oh, computer. Um, okay. Is there like something that you can toggle off and on from the network, or from the wi-fi? Okay, no. Mhm. And after you... Okay.
08:00
Speaker 1
should i uninstall the linksys app and reinstall it let's see how to set it up on my iPad yeah so it brings up the gateway it doesn't show any continue set it up it doesn't show anything else it says add connection it it's not showing up it just says add connection I mean I have to enter it it doesn't show up automatically [silence]
09:00
Speaker 2
Mhm. We can do that one later, but let's try this uh steps first. Um, Miss Carol. So, yeah, after you forget the network and then turn it off and on, um, look for your um, Linksys wi-fi name and then tap on it and try to re-connect this computer. Uh, let's wait upon until your uh your Linksys uh router's name will show up. Uh, it's not actually that necessary.
09:00
Speaker 1
It doesn't It's not doing anything. It's not looking for anything. It just It's It lists the T-Mobile router and then it's the next thing it says add connection add Wi-Fi. I don't know how to get it to look. It's not looking.
10:00
Speaker 2
Sorry, because, uh, you did not hide the Wi-Fi name or the SSID of your Linksys router, so it will be going to show up any moment by now. Let me just check it. Um, what
10:00
Speaker 1
It's blue. There's two. There's one upstairs and one downstairs. They're both solid blue. Because they tell you, you're supposed to. Well, I was told, I had to. It doesn't come, I mean, go ahead, go ahead. [silence] [silence]
11:00
Speaker 2
Okay, by the way, Ms. Carol, can you tell me what is the LED light that shows on top of your Linksys router? Okay, it's off. Okay. So, uh, by the way, did you customize the Wi-Fi name of your Linksys router? Okay. So, let me just... I'm sorry. Okay. So, um, uh, yeah, uh, um, can you turn off your Wi-Fi again from the Chromebook and then turn it on again?
11:00
Speaker 1
yeah, yeah, okay. So first it says no network and then it just brings up T-Mobile and nothing else. nope and stop.
12:00
Speaker 2
Uh-huh. [silence] It's still not showing up. Uh, can we try I-you using your TV, Ms. Carol? Let's see if it can recognize, um, the Wi-Fi name. [silence] Okay it's connected the TV is connected but I can you play something from the TV ma'am and then just leave it like that let's observe the connection from the TV then okay since TV is one of the devices that are affected um on this problem so play something from the TV that uh needs the Wi-Fi connection and observe it [silence]
12:00
Speaker 1
Okay. Yes. [silence] Everything needs the Wi-Fi. The T the whole TV is Wi-Fi. I don't have so yeah, I'm on a station. I mean, I'm on but just oh wait. No, now yep. Well it started spinning again but it's but it stayed. Okay.
14:00
Speaker 2
Okay, so the TV is connected to your Linksys Wi-Fi, right? Okay, try to play something from the TV that uh needs uh a Wi-Fi connection like something maybe a YouTube. Or You know, anything that needs a Wi-Fi. Okay. Okay, uh just uh just leave it like that. I'm sorry. Okay. Okay, so yeah, I'll uh just observe it and see if you can um if it shows some error message uh coming from the TV.
14:00
Speaker 1
It's on the second floor, almost directly above. It's at the same end of the unit. Uh yes, it's on the second floor. Um only the computer if I bring it up there or the phone.
15:00
Speaker 2
uh by the way ma'am. how far is your uh main router from these devices? uh how about the main router? okay. the main router is on the second floor, and this and then the TV is just below it. okay. but when you are on the second floor, what are the devices that are on the second floor? miss Carol.
15:00
Speaker 1
Team Mobile says the router has to be on the second floor in a window. That's their instructions. In fact, they want me to move it to a side of the house that I don't have. Yes. It's in a north facing window. They want me to put it in an east facing window, but I'm in a condo and I don't actually have an east facing window. So it's the second best place I can put it. Yeah. No. The T-Mobile gateway is on the north side on the second floor in a window. They insist it has to be in a window. But it was like this for two years without a problem. They have been there for two years without a problem.
16:00
Speaker 2
Okay, so the computer... Okay, and Okay, I get that one, but, uh, the gateway from T-Mobile, which, uh, where is it located? Yeah, I get that one. So, Okay, so the T-Mobile, uh, um, gateway is on the east side. And is it on the first floor, or, or on the second floor? I mean, yeah. Oh. Okay, so,
16:00
Speaker 1
Problem? I'm sorry, say again? Oh yeah, you did. I had to call T-Mobile this afternoon because the phone all of a sudden the text just disappeared. But they just checked a bunch of stuff. They didn't, I mean, there's no - there's no physical T-Mobile presence, so they just tell you stuff on the first floor. [silence]
17:00
Speaker 2
and you don't um encounter any problem at all. And you did not encounter any problem at all. [silence] Okay. [silence] And uh since you have two routers, so the first router that is connected directly to the T-Mobile is also on the second floor. So where is the other Lynx router located? [silence] Okay. On the first floor. And how far is this um router?
17:00
Speaker 1
maybe maybe 10 ft the TV's holding it's it is on now not right now no no. Okay. All right. So the computer yeah the linksys came up it's connected. I have never actually done that I don't want to do that on the TV. Um type in where. Oh, I'm sorry. Um FASF. Okay. Um Okay. it settled at 52.
18:00
Speaker 2
Can you try to run a speed test from your Chromebook? [silence] Um, just open a, a browser and then type in fast.com. [silence] On the, again, on the URL bar, type in fast.com. Yeah, yes, F-A-S-T dot com.
19:00
Speaker 1
It started higher, but it's now at 52. much is it? It's 90 for the Wi-Fi and a phone. It's $90 for the Wi-Fi and a phone. I don't think they specify. It's just Wi-Fi connection. Yeah, it's because it's a VoIP. Um, they don't designate speed. I I know Comcast does, but T-Mobile does not.
20:00
Speaker 2
Okay, 52 Mbps. But how much is your exact subscription from T-Mobile? [silence] I'm sorry? It's $90 for like is it good for three one gigabyte or just for how many Mbps? I'm so sorry, Miss Carl, your line is really cutting in and out.
20:00
Speaker 1
it's not variable, uh, by speed. Yeah, probably. I mean, there was an error this afternoon. I had to call them. They had to check on a bunch of stuff. And the guy said, he ran a speed test on the gateway, said it started in the 30s, ended in the 100s. [silence]
21:00
Speaker 2
Oh. Oh, okay. So your, um, I mean, your internet will depend on how you consume it. It's just something like that. Anyway. Okay. [silence] Okay, so, uh, yeah, this is actually a, um, uh, so you're getting a right, um, you know, [silence] I mean, you're getting an exact speed. If that is exactly also what the T-Mobile people is getting. If they're only getting 100 Mbps. So the 52 Mbps is exactly also some right internet speed for the Chromebook.
21:00
Speaker 1
uh, shoot. Yeah, I can try Colin's cell phone. It's four one three 230 4545. No, 2,
22:00
Speaker 2
But can you try opening the app right now, miss Carol, please? Can you try opening the links on this up? Well, we are going to check on something. Uh by the way, miss Carol, do you have um any phone number that maybe I can call you because your line is really cutting in and out. Uh let me just read it back to you, miss Carroll, that's 413-203-4545.
22:00
Speaker 1
330 4545. Okay Okay. Yep, I understand Okay, thank you Bye
23:00
Speaker 2
Okay, two three zero. four five four five. Okay, can I call? Can we disconnect this call for the meantime, Miss Carol? And then I'll be reaching you out in that number. Okay. Yeah, thank you so much. Yeah. Okay. [silence] Oh, go ahead, Alex, sorry. Alex, go ahead. [silence] [silence] Yeah. Yeah, go ahead Alex, sorry. I just wanted to know your number. I didn't write it down. [silence] Let me know the number. I'll write it down next time. Because I forget sometimes, I leave the papers next to my desk and I work away from my desk. My workstation is away from my desk over here.
23:00