V2 Rubric Detail — c9f2445c-74d6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 22:55
Duration
7m 9s
Contact
Debbie Burns
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135425
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_Smart tv on a specific area unable to pick up Wi-fi.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall65.1% (+9.1)

V2 Grader Summary

The agent demonstrated ownership, communication skills, and technical accuracy regarding 2.4 GHz range, but failed to resolve the core Wi-Fi coverage issue by not pursuing router-side troubleshooting (placement, band optimization, extender) for an out-of-warranty E5400. Instead, the agent attributed the problem solely to the TV without sufficient evidence, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports weak Wi-Fi signal to bedroom TV (~40 ft). Agent verified router model E5400 and serial, confirmed connectivity on computer. Advised checking 2.4GHz band for better range but did not troubleshoot router placement or coverage extension. Customer directed to TV manufacturer for further assistance.

Troubleshooting Steps
  • Verified router model (E5400) and captured serial number.
  • Asked customer to power-cycle router and test connectivity with a computer.
  • Confirmed computer can connect to the Wi-Fi network.
Key Observations
  • Agent correctly identified the E5400 model and collected serial number, pulling up customer record via phone number.
  • Agent correctly mentioned checking the 2.4GHz band for longer range, aligning with KB guidance in adjacent_common_wifi_questions.md.
  • No further coverage troubleshooting (e.g., router placement, mesh node addition) was performed despite distance issue.
  • Call flow was reactive with long silences; agent did not structure troubleshooting or confirm access to router settings.
  • No warranty status confirmation or escalation path discussed.
Positive Highlights
  • Agent correctly identified that 2.4GHz provides longer range, referencing a key technical fact from the KB.
  • Successfully pulled up customer account using phone number and verified router model and serial number.
  • Confirmed Wi-Fi functionality on another device (computer), isolating issue from total network failure.
Agent Errors / Gaps
  • Did not follow up on own suggestion about 2.4GHz band — failed to confirm if TV supports 2.4GHz or if band is enabled on router.
  • Did not assess router placement, antenna orientation, or suggest adding a range extender or mesh node for coverage.
  • Provided only TV-side troubleshooting without validating router-side settings or signal strength tools.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the issue was the TV and advised resetting it, without addressing the Wi-Fi coverage problem reported by the customer.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed power cycle and had customer test with a computer, but skipped key diagnostic steps like checking 2.4 GHz band usage, router placement, or interference for a range issue.
R3 Not Met Correct resolution path conf 93%
Agent blamed the TV without ruling out router-side factors; for an out-of-warranty E5400, best-effort troubleshooting (e.g., placement, extender suggestion) was warranted but not provided.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (TV not connecting) and asked about power cycling, but failed to ask about distance, walls, band selection, or other devices—missing logical diagnostic progression for coverage issues.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent used available info (model number, customer testing) appropriately for L1 support on a basic connectivity issue.
T3 Met No misinformation conf 97%
Agent correctly noted 2.4 GHz has longer range and advised checking TV firmware and network reset—technically accurate guidance for device-specific issues.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and asked questions, but multiple long silences and lack of call framing or structure disrupted flow and control.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, and confirmed understanding—matched customer’s conversational pace effectively.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent looked up customer record, stayed on the call, and provided a resolution path without transferring—demonstrated ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested resetting TV settings but did not set expectations on outcome, timeline, or offer follow-up—next steps were incomplete.
O3 Not Applicable Closure confirmation conf 100%
First-time contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was warranted—issue was within L1 scope and agent made a reasonable judgment not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent remained polite, professional, and courteous throughout, even during silences and fragmented dialogue.
X2 Met Tone & rapport conf 95%
Agent responded to customer’s pauses naturally, allowed time for testing, and maintained engagement without rushing.
X3 Met Overall experience conf 95%
Customer only provided serial number once and performed one test; agent avoided redundant requests or unnecessary steps.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to linksus 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.linksus.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. If you're experiencing issues with your linksus product, and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksus.com. [silence]
00:00
Speaker 1
Yeah, I just wanted to try and see if I could get my, this, um, Linksys Wi-Fi router, it's just, it's not reaching like really, pretty much two rooms away from where it's sitting. Yes. Yes. Yes. That's just not reaching, I mean, yeah. And I've reached out to my internet provider and it works fine. Just two TVs and then, you know, I can't get the second TV in the bedroom to even work. So I have one TV that's right beside the router in the whatever, and I've
01:00
Speaker 2
You can also connect with other users for tips and guidance at redit.com slash R slash linkss. Hi, thank you for calling linkss, my name is Raquel and how may I assist you today? Hmm. You mean you're having a problem with the wi-fi signal. Okay, this used to work fine before. Yes, got it. Um, let me, uh-huh. How many devices? Okay, uh-huh. Uh-huh.
01:00
Speaker 1
the other one that's just, I mean, not even, what would you say that's 40 feet away? 550 feet away? No, not not picking up. Yes. 30, 30 n, one zero M, two nine D one zero four nine six.
02:00
Speaker 2
Okay. [silence] Not picking up the Wi-Fi and it used to work fine before right? All right. Got it. Thank you. [silence] And for that, you may need to check, um, what's uh, especially the 2.4 bandwidth. [silence] That is the that has the long Wi-Fi range. [silence] And it should reach that 40 ft TV. [silence] But for me to properly check it, may I have the serial number of your Links router found at the bottom. Uh-huh. [silence] All right, thank you. Let me check the serial number. [silence] And is this your first time calling Links?
02:00
Speaker 1
Probably. [silence] 3-3-6, 3-9-9, 8-9-1-1. [silence] Yes. [silence] Yes. Yes. [silence] Yes.
03:00
Speaker 2
Hi, let me pull up your record you or create a record may have your phone number. Okay, let me check it from here. Oh, uh, all right. So I actually have able to pull up using, uh, a record using your phone number and the model number of your router is the E 5400. And I'm speaking to Debbie Burns, right? And your email is, uh, DDburns10decon@aol.com. All right. Thank you so much. And while my system's checking the warranty and support of your router, have you tried like turning off and on the router, including the TV that unable to pick up the Wi-Fi? Okay, got it. And how about apart from the TV?
03:00
Speaker 1
I have a I have a smart phone. Yeah, but I mean, hold on a second. I can take my computer in there and see if it works. same room. Okay. Hold on a second. Okay.
04:00
Speaker 2
have you tried tested the smartphone while on that TV area if it can't pick or cannot pick the Wi-Fi as well like trying a different device mm-hum okay no problem you can uh-huh you can try like turn off and on your computer Wi-Fi then check if you can pick up the Wi-Fi all right no problem
04:00
Speaker 1
All right now I'm turn my left off back on on and see if I can get it. and I am in here. and My computer connects sign. okay, perfect. all right, perfect. thank you.
05:00
Speaker 2
Okay. All right. It connects fine to the Wi-Fi. All right, so I'm here. Uh, for this one, it could be that something to do with the TV itself. I would highly suggest, you can check its settings, try to look for a settings like reset network settings, that might help and then check as well, if there's more updates, since it used to work fine before. And since, I'm not trained for this specific TV, you can also ask assistance from its manufacturer how to reset its Wi-Fi or network and check for updates.
06:00
Speaker 1
Mm-hmm. You too, bye-bye.
07:00
Speaker 2
You're most welcome. This once again, Raquel. Thank you for calling. Have a wonderful day. Bye-bye.
07:00