V2 Rubric Detail — a266431a-71b7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:34
Duration
25m 45s
Contact
Nancy Teller
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135032
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 - TV not working
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall50.0% (-6.0)

V2 Grader Summary

The agent made partial progress by guiding a WPS connection that temporarily restored Wi-Fi on the TV, but failed to resolve the underlying password issue or use proper recovery methods. While several indicators were partially met due to attempted troubleshooting and minor empathy, the lack of full resolution and missed best practices resulted in a Partial Resolution outcome. Escalation judgment is N.A. as no escalation was needed or performed.

V1 Case Analysis

Customer could not connect TV to Wi-Fi; agent incorrectly directed customer to press reset button for WPS. Customer used WPS successfully. No model/serial collected. Partial resolution achieved despite agent errors.

Troubleshooting Steps
  • Asked for Wi-Fi name and password (unsuccessfully obtained)
  • Suggested router reset (did not perform)
  • Guided customer through TV network settings to select 'Use WPS'
  • Incorrectly instructed customer to press reset button for WPS
Key Observations
  • Agent never collected router model or serial number, a critical protocol failure.
  • Agent gave dangerously inaccurate guidance by confusing WPS with reset button (KB explicitly separates these functions).
  • No attempt to log into router locally (http://192.168.1.1 or http://myrouter.local) to verify SSID/password or check settings.
  • Call lacked empathy and structure; agent talked over customer and failed to slow down despite explicit request.
  • Customer succeeded despite agent's errors, not because of them.
Positive Highlights
  • Eventually guided customer to use WPS option on TV, which led to connection.
  • Collected customer's email address for follow-up.
Agent Errors / Gaps
  • Failed to obtain or verify Wi-Fi SSID/password before proceeding.
  • Did not ask for or record product model/serial number — a required protocol step.
  • Provided dangerously incorrect instructions: told customer to press the reset button for WPS (KB explicitly states WPS and reset are separate buttons/functions).
  • Suggested a full router reset without confirming impact on other devices or attempting safer alternatives.
  • Did not follow Linksys standard troubleshooting protocol: no local router login, no verification of router status, no check for MAC filtering or parental controls.
  • Poor call control — jumped between topics, repeated questions, and talked over customer.
  • Failed to acknowledge customer's age and comprehension needs despite explicit request to slow down.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 80%
TV briefly showed connected to Wi-Fi per customer report, but app sign-in still failed and core password issue was not resolved; partial progress but not full resolution.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent guided customer through WPS attempt and observed available networks, which advanced troubleshooting, but skipped key steps like checking router admin or recovery key.
R3 Partially Met Correct resolution path conf 70%
Agent offered reset or third-party help, but did guide WPS setup which is a valid method; did not default to destructive reset or dismiss OOW, but missed non-destructive recovery path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptom (TV can't connect) and attempted WPS, but failed to ask about router model, admin access, or recovery key to narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent used WPS as a tool to bypass password entry, which is appropriate for some models, but did not attempt to verify router settings via admin login or recovery key when needed.
T3 Partially Met No misinformation conf 80%
WPS guidance was technically sound, but agent incorrectly claimed 'Your router is okay' without verification and misdirected about button location ('beside the yellow boy').
Communication
C1 Partially Met Clear & professional language conf 75%
Agent eventually took control by directing steps ('Go to the TV'), but initially lost direction with vague options and repeated 'you're doing it wrong' without clarity.
C2 Partially Met Confirmed understanding conf 70%
Agent acknowledged customer’s age and need to slow down, but continued speaking quickly and with accent; made effort but did not fully adapt pacing or simplify language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 70%
Agent stayed on call and attempted WPS fix, but initially suggested relying on nephew instead of owning resolution; later took action but with flawed approach.
O2 Partially Met Proactive follow-through conf 70%
Agent said 'verify the connection' and implied reset apps, which is a next step, but gave no timeline or clear ownership for follow-up if issues persisted.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history or handoff; nothing to reference or transfer.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue was within L1 scope (Wi-Fi connection), and agent made an attempt, albeit flawed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted; E1 and E2 both N.A. per rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent apologized for pace and acknowledged accent, showing some empathy, but did not explicitly recognize customer’s frustration or repeated effort.
X2 Partially Met Tone & rapport conf 70%
Agent adjusted slightly after customer asked to slow down, but speech remained fast and accented; partial adaptation but not full match to customer’s pace.
X3 Partially Met Overall experience conf 70%
Customer repeated Wi-Fi name and steps multiple times, but agent did guide through WPS which reduced need for password entry; some effort to streamline, but repetition could have been minimized.
Call Transcript47 turns · 48 lines
Speaker 2
welcome to Linux 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, depending on your issue. To hear more about your service options, press two. Please select, please have your devices, 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.[silence]Thanks for calling English. My name is Nathan. Nathan who am I speaking? Nancy.
00:00
Speaker 1
Mm-hmm. Okay. I have, uh, your links, um, what do you call it? Uh, router. And when I, it says it's my TV says it's disconnected and when I go to put in the passwork. It doesn't work. I got a new TV and, um, the TV froze when I went to change a channel one day. And every time I go to watch one of the apps on the TV, it won't let me watch it because the it says that the, um, it's disconnected. Not not my Wi-Fi that's on my tablet or anything, but my Wi-Fi that's on the TV only. Do I know what? Password?
01:00
Speaker 2
How can I help you Nancy? [silence] Good. [silence] Do you know the password of the Wi-Fi? Do you know the password of the Wi-Fi?
01:00
Speaker 1
that I usually use, on the, well, I use it off the off the back of the router. Is that what you're talking about? It's on the bet. It's it's in the back. It's on the back of the router. Serial number. Yes, I do have it. I wrote it down. It's one zero A
02:00
Speaker 2
It will require. Do you know that one? Not necessary. All right. When you try to connect a TV, it will ask for a Wi-Fi name, and then you select the Wi-Fi name. When you... Not necessary. All right. The Wi-Fi name on the house is not necessary on the back of the router. You may have changed it, but in some cases, yes, they opted to retain it. That's why it's on the back of the Wi-Fi. Now, do you have the Linksys device? Tell me, what is the model and the serial number? [silence]
02:00
Speaker 1
oh yeah um yeah it's kinda old it's not real old but um on the back of the on the back of the um um
03:00
Speaker 2
This is an old router, right? Mm-hmm. It's all right. Yep, it's around 5-6 years old, but that's okay. Do you know the Wi-Fi name of your router? You still remember it?
03:00
Speaker 1
On the back of the router, is that what you're talking about? The Wi-Fi name on the back of the router. It says link. it's it's L-I-N-K-S-Y-S-O-69-0-5. That's what it is right there. That's what it says. Wi-Fi name. No, it just says my Wi-Fi. Oh, yes, because I didn't set up the. Yeah, but it was working until the TV did that. So how do you explain that?
04:00
Speaker 2
yeah? Yeah Can you see this Wi-Fi name in the TV? all right In the TV, When you open the wireless settings, can you see the black? Wi-Fi name? it should show up No That's the reason why I asked, what is your Wi-Fi name? When you set up this router, somebody changed the Wi-Fi name instead of the black They changed it to your my Wi-Fi That's the reason I asked alright Just
04:00
Speaker 1
Okay. When I, when, when the TV was set up, okay, I didn't do it, my neck nephew did it. He set it up for me on the new TV. And everything was fine, everything was working fine. And then one day, I went to change the channel and it just froze. Just froze. And I had to call spectrum in order to get it back on. That's the, um, company I get the Wi-Fi through is spectrum. And so, uh, they got the TV back on, but they said I had to call you in order to get that back on. 'Cause I've had the TV like for a month. And it's been working fine. And then when the TV froze like that, it quit working. It it says it's disconnected. What's that?
05:00
Speaker 2
Okay,
05:00
Speaker 1
[ silence ]
06:00
Speaker 2
All right, Nancy. I do not know the Wi-Fi name and Wi-Fi password of your router. Now, there are two options moving forward. If we reset the router, we can change the Wi-Fi name and the Wi-Fi password. We can connect the TV. However, all the rest of the devices, your phone, your laptop, your tablet, will lose connection because they will no longer be using the old Wi-Fi name. That's the first option. The second option, you need to get your there is no way you can get that on. You need to choose. The second option, you need to get your nephew, ask him to reconfigure your the TV and as him, what is the Wi-Fi name?
06:00
Speaker 1
Well, I would have had to give it to him. I would have had to give it to him cuz he doesn't know. I mean, it, I don't think he put in anything cuz it was working fine. Like I told you, it worked fine when he set up the TV, but when the TV froze, it just went off and it said it was disconnected. And, okay, I was watching the TV, okay, I had my TV on and everything was working fine. This is about two weeks after it was hooked up. So for two weeks straight, I watched the TV just fine. I got on there and I could watch anything I wanted to watch. The apps, everything I got onto worked, okay? So, the way it was set up, whatever I was here and I told him if with he asked me what,
07:00
Speaker 2
And what is the Wi-Fi password? He should know because he's the one who set it up. Mhm. When you say the degree is false, what do you mean? You're trying to change your mind.
07:00
Speaker 1
Me, a question I answered the question that he asked me, and he's the one that did it. It didn't ask for a Wi-Fi password. Because I don't, I don't know what it is. I thought it was on the back of the router. That's what everybody says. And when I first hooked up the other TV, that's what I put in was that route, that router number. And it worked just fine. So I was watching the TV and I was going to put it on a different channel. So I put, I pushed um, whatever number it was or whatever TV channel I was on and I pushed what I wanted on there and the TV just froze and it wouldn't come back on. So what happened there? I don't know what happened. It just froze like it was cut off. So, I don't know what happened there. All I know is I can't watch. [silence]
08:00
Speaker 2
sırada şu an.
08:00
Speaker 1
anything. No, no, the TV, the TV's fine. But the, the internet on the TV, it like my TV, I'm watching it right now and everything's fine, but I can't watch any apps or anything because I don't have any internet on the TV because it asks me the password of the router or the no, it doesn't say router. It okay, everybody says that that's what you use is that. And that's when I first got it, that's what I used to put into the other TV. And I did and did it on this TV too. Yes, I've tried it a million times and it doesn't work. It won't let me through. It says, it says it's a wrong password. But what other password could I, what?
09:00
Speaker 2
I cannot help you on the P side, Nancy. Your router is okay. Did you try it? Did it work? What is the W-F-I name? What is the Wi-Fi name?
09:00
Speaker 1
Why my Wi-Fi? I guess not, because it doesn't work. I don't know what else it could be because that's what I've always put. [ silence ] And there's no way of making those work either. Once they go off, I can't get back on them.
10:00
Speaker 2
what is the Wi-Fi name that you're trying to connect and that, that is not your router. The router name, the Wi-Fi password at the back is written at the back. Yes. so we can now, if you want to connect the TV, we can, but you lose connection to other devices as well. ISSUES. Connect the TV, we can, but it will, you can reconnect them, but it will take a long time and then additional works. You need to reconnect all the devices one by one. If you have multiple devices, you need to work them all the time. [silence] Okay. I understand the problems.
10:00
Speaker 1
Okay, so when I'm telling you when I get onto the TV and I go into settings, okay, to make it come on. It, it says my Wi-Fi is disconnected. So I go down to settings and it says reset. So I push reset and it resets the whole thing and I put in that number again from the router and it does not work. So the spectrum, spectrum. What? I am. You go, do what? [silence]
11:00
Speaker 2
My TV is not connected to the internet. I don't know what my Wi-Fi name is. It's called "My Wi-Fi." Can you go to the TV? Are you doing it wrong? Nancy, Nancy, let me help you. You're doing it wrong. You're doing it wrong. Can you go to the TV? Can you go to the TV? Go to the TV. I will walk with you.
11:00
Speaker 1
Can you just kind of slow down just a hair for me? Because I'm old. I'm old and I can't keep up. Good. Okay. Okay, let's see. settings OK, settings All settings, okay. It says TV network settings. You want me to push that? Picture sound connections. Pardon me. Oh Network settings. Okay, it says network settings, network No, network status, network settings, reset network and experts setting. silence
13:00
Speaker 2
It's okay. You pay, understand. Sure. No problem. Nancy. No. That's okay. Go to the TV or find the settings in the TV. Go to Wi-Fi, wireless, network and Internet. Go to network and Internet, something like that, or wireless.
13:00
Speaker 1
expert? is that what you said? Okay, there's there's network status, network settings, reset network, and expert settings. network settings. Okay. Wireless. Yes. It says wireless and wired. Wireless? Okay. Wireless, yes. now it comes up and it says select Wi-Fi. And it says my Wi-Fi. Huh? Oh. It doesn't say that though.
14:00
Speaker 2
street settings Network Settings some try that one gone for the second choice gone wireless gone wireless That's what I'm talking about That is what I am talking about What is the Wi-Fi name you should be got there it should be Links this the one that you are connecting and then and then it
14:00
Speaker 1
And if I go, okay. If I go down and it says select Wi-Fi, it says my Wi-Fi, which that's the name of mine. Okay, then it says Verizon Spectrum setup IBC 6. And then Verizon Spectrum setup 6D. And I've went through each and every one of these and tried them and they don't work. Spectrum setup 6F. Netgear 21. I don't have any idea. Catherine Starlink Wi-Fi, whatever that is. Spectrum setup 48, my charter Wi-Fi. Maybe that's it. Huh.
15:00
Speaker 2
It doesn't. So they don't work. That's your neighbors, right?
15:00
Speaker 1
See, see that, no, cuz it doesn't have, see my chart, no, that's not it. Spectrum setup 07, spectrum setup 7B. See, it's all this stuff and it doesn't say anything about links. And then it says, use WPS. Add network. And then that's it. Okay, let's see, let me go back up. Use WPS. I push it. Okay. says, press the WPS or PBC button on your wireless router, within the next two minutes.
16:00
Speaker 2
Okay. Can you select the use WPS? Mm-hmm. Yes. Go to your go to the router there is a WPS button.
16:00
Speaker 1
it says it says reset on it with a button should I push that I know I haven't done anything it says I have 87 sections section if you want to use WPS pen select WPS pen I don't know what that is that's it it says Up at the top it says press the WPS or PBC button on your wireless router within the next two minutes huh I'm at the what I'm at that I'm at it and there's a thing on the on the bottom that says reset
17:00
Speaker 2
like a yin and your young beside the yellow boy that the ball. Did you press that one? me read it. then another one, what else go to the link is router go to the link is router go to the link is router okay at the back.
17:00
Speaker 1
Oh, oh, wait a second. There's a blue button. Here it is. Okay. I pushed it. Nothing happened. But it says it wants to know the pin number. I don't know what it is. At the bottom of what? Let's see. That's the only router I have. Nope. It says Wps 12 volts. That's it. Yes, I pressed it.
18:00
Speaker 2
no, no, at the back, beside the uh, WPS. Can you check if there's a pin number at the bottom? Of the router? Of the Liniksus router. Did you press that one? And on the TV, what do you see? [silence]
18:00
Speaker 1
uh, wireless network connection failed. Okay, let me find it again. Let's see, I got going all the way down to the end of it. Once like that, I don't know. Let's see. How do I get back there? Let's see. I'm not real smart on this kind of stuff. Man, okay, just go back there like that, I guess. And go over there. Oh, wait a second. Now it's on. It says, Wi-Fi, my Wi-fi. It's on. Do you hear me? [silence]
19:00
Speaker 2
okay it didn't work try one more time do the same go back to the GPS
19:00
Speaker 1
So, before I go do anything, it's on, it doesn't say disconnected anymore. So it worked, huh? Oh my God. Okay, let me see if I can go down now and get into uh the app I always watch. Let's see. Oops. Just a second, wait, I'm trying to Oh, how come that Oh, there we go. Wait a minute. Well now it's not there. What happened to the app? My email address is alwayspalmtrees12@gmail.com. What's that? [silence]
20:00
Speaker 2
All right. Breaks. What is your email address, Nancy? Three three and S, right? Three. Breaks.
20:00
Speaker 1
[DOWNWEIGHT] it's always palm trees with an S on the end 12 one two and then at G mail dot com okay you got you got to slow down and I'm not I I don't know what you're saying you you cuz words are scrambled I I can follow that
21:00
Speaker 2
written eh like a tree not the number three always palm tree it's like a tree that is made of palm it's not the number three one two three see Mary all right thanks for that Nancy now your TV is already connected to the Internet all you need to do is verify the connection and then you may need to reset remember they reset the TV you may need to download the app it's okay now you you're good already. your internet is, I do not know TV, but your connection is, it's not disconnected anymore that's the important thing.
21:00
Speaker 1
Are you still there? Oh, I'm just, I'm messing with the TV and it's, it says to sign in and every time I go to sign in, it says it's wrong. So I don't know what, maybe it's because I didn't have any internet. I don't know. I don't understand it.
23:00
Speaker 2
I'm here, I'm listening to you. I'm waiting.
23:00
Speaker 1
I know that, but it never lets me do it. Maybe that's because the internet wasn't on. Okay. Well, it's back on, so thank you. I I don't, I guess that's all I can do. Nope, that would be all. Okay, thanks a lot. No, no, that's okay. that. It's not just you, it's me too because I'm old and I, when you talk fast like that, I know the younger generation like to talk fast. I'm old school and I I don't talk like that. So, when I'm speaking, it's not, you know, just you, it's you get excited and you talk real fast and with your English, are you are you Spanish? Yeah, you have a Spanish [silence] [gibberish] English accent.
24:00
Speaker 2
into the app are you connected alright alright then anything else okay Apologies for the words I'm eating up the golf Station hmm now I'm from California yeah I have a Spanish accent
24:00
Speaker 1
accent. That's what I thought. Okay. So when you talk real fast, is sound kind of mumbled up to me. So it's not just you. It's me too. So I wouldn't apologize. It's me too. It's not just you. You see what I'm saying? Yeah. And I didn't mean to make you feel bad. That wasn't my purpose. It was trying to I could so I can understand you. anyway you talk a little fast. Okay. Well, thanks a lot for getting it up there. I I appreciate it. Okay, goodnight.
25:00
Speaker 2
hahaha, apologies, hahaha, yes, dancing, thanks, uh, uh, Thank you, Nancy, hahaha, define, good, goodnight, goodnight,
25:00