V2 Rubric Detail — d789d230-6e44-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:15
Duration
13m 16s
Contact
Fredrick Brink
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134244
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device unable to connect_EA6100
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall67.6% (+11.6)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered valid options, including self-help and paid support, but failed to resolve the core issue of the TV not connecting to Wi-Fi. While technically accurate and non-deflective, the interaction lacked empathy, clear next steps, and active troubleshooting, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect TV to Wi-Fi; forgot Wi-Fi password. Serial: 14X10607402645. Device out of warranty. Agent offered $15 paid support and self-help options: check password on another device, log into router via Ethernet, or reset router. Incorrectly stated current router is incompatible with Spectrum’s Wi-Fi 7 modem. Customer opted to purchase a new router.

Troubleshooting Steps
  • Advised checking Wi-Fi password on another connected device.
  • Suggested logging into the router’s web interface via Ethernet to view or change the password.
  • Offered a full router reset and re-setup as a last resort.
Key Observations
  • Agent failed to collect the product model number, which is a required protocol step for any product-specific guidance.
  • Provided technically inaccurate information: claimed Wi-Fi 5 router is incompatible with Spectrum's Wi-Fi 7 modem, which is false—ISP modems typically operate in bridge mode, and router Wi-Fi generation does not affect WAN compatibility.
  • Did not attempt any troubleshooting or confirm if the customer could access the router UI or another connected device.
  • Minimal empathy; customer’s frustration was not acknowledged.
  • Prematurely suggested purchasing a new router without confirming the existing device was recoverable.
Positive Highlights
  • Correctly identified the device as out of warranty and explained the paid-support policy.
  • Offered valid high-level self-help methods for retrieving or resetting the Wi-Fi password.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to collect the product model number before discussing support options or making technical claims.
  • Provided factually incorrect technical advice: claimed the customer’s Wi-Fi 5 router is incompatible with Spectrum’s Wi-Fi 7 modem, which is not supported by KB or networking principles.
  • Prematurely recommended buying a new router instead of guiding the customer through accessible self-help steps (e.g., accessing http://192.168.1.1 or http://myrouter.local).
  • Did not acknowledge customer frustration or slow down instruction delivery despite customer expressing confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue of the TV not connecting to Wi-Fi; no password recovery or network fix was achieved, and the only resolution offered was purchasing a new router.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested checking Wi-Fi password via connected phone, router interface, or reset — valid self-help paths — but did not perform any direct troubleshooting (e.g., verify WAN, check SSID visibility, or test other devices).
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty and offered appropriate options: paid support, email guidance, or purchasing a new router — aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked whether the TV had previously worked and if there was an error message, showing some diagnostic intent, but failed to probe further into network status, ISP, or device-specific symptoms.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately referenced the router web interface and using a connected device to retrieve Wi-Fi password — valid tools for the issue at hand.
T3 Met No misinformation conf 95%
Information provided — OOW status, $15 support option, password recovery methods — was factually accurate and consistent with policy and documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but had long silences, minimal framing, and did not set clear expectations or transitions, reducing control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and adapted explanations to the customer’s apparent technical level, confirming understanding through repetition.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and offered multiple resolution paths without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent offered options but did not establish a clear next step or timeline (e.g., when email would arrive, duration of paid support), leaving customer uncertain.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate, as the issue (Wi-Fi password retrieval) was within L1 scope and resolvable via self-help or paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — customer issue was not complex or urgent enough to require Tier 2.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but did not explicitly acknowledge frustration, apologize, or validate the customer’s difficulty — though tone remained professional.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace and repeated key points, but did not fully adapt to customer’s confusion or emotional state (e.g., repeated 'I don’t know' and 'too complicated').
X3 Partially Met Overall experience conf 85%
Agent offered to send email instructions, reducing effort, but still required customer to perform complex steps (router login, reset) without agent-side assistance.
Call Transcript26 turns · 27 lines
Speaker 1
Press one. You need to press one. [silence]
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 depending on your issue. To hear more about your survey, please have your devices serial number and contact information ready.
00:00
Speaker 1
uh I called Spectrum who who does my TV and internet they told me to call you you guys that their internet is here it's works they say so I need to talk with linksys [silence] I'm not connecting the internet to the TV I can't will will will this [silence]
01:00
Speaker 2
If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? Okay, got it. Sir, if I may ask, are you not able to connect your TV to the internet or you don't have an internet from Linksys to the TV? Only in the TV. Is this working fine before or is it the first time you are going to connect it? [silence]
01:00
Speaker 1
It was working. [silence] It was working yesterday but now it's not. [silence] Do I need to give you this? [silence] Yes. [silence] I don't know. [silence] They told me I have to give you the serial number of this Linksys product. [silence] All right. So, it is 14X10607402645. [silence] I mean, [silence]
02:00
Speaker 2
Is this the first time, sir, you are going to connect your TV to the Wi-Fi or it was working fine before? Working fine before? When you're trying to connect the TV... Okay, sorry, go ahead. When you're trying to connect, sorry, sir, let me just confirm. When you are trying to connect your TV to the Wi-Fi, sir, is there an error message going on? What's the error, sir? Okay, can you give it to me please?
02:00
Speaker 1
26-46 so it's zero number 14 x 10607 402646 I don't know the Wi-Fi password no I thought it was it was written down in this book but I I can't find it
03:00
Speaker 2
Have you tried to going to the uh device, going to the settings of your TV and connect it to the Wi-Fi and put the Wi-Fi password? Have you tried that so far? You don't know the Wi-Fi password? Oh. Yes, here's is this. Sorry, go ahead. All right. Now, seriously, just to set proper expectation, we don't have any records of your Wi-Fi password. Now if by chance that you forgot your Wi-Fi [silence] [silence]
03:00
Speaker 1
Okay, I guess we set the... yes. Frederick Brink? That's what... Brink, B-R-I-N-K? Yes.
04:00
Speaker 2
[silence]
04:00
Speaker 1
My email address now it was. S a D I I I I at hotmail. Dot com. It was. Yeah, it was something but I changed it. But I can't find anything in that email. So I changed it to a new one F a Brink 67 at gmail.com. Okay. Uh, the links for a long time for years. I don't know. You're going to be able to fix this with the $15. How do I find that?
05:00
Speaker 2
The product that you have here is already out of of warranty. Now, for out of warranty devices, we no longer provide free technical assistance, but if you insist, we can still provide you with one-time phone support, lasting only for 60 minutes, but there would be a fee to that, and that's $15. If you don't want to pay $15, we still have a free option where I can only send you an email on how you can try to check your Wi-Fi pass. That's for email support. Well, which one do you prefer? No, sir. We cannot guarantee you, because then again, we don't have a copy of your password for your Wi-Fi. Uh, first, third, for you to know what you need to [silence]
06:00
Speaker 1
Well, I don't know how to do it. [silence]
07:00
Speaker 2
Your Wi-Fi password, we can, you can use your other phone, if it's still connected to the Wi-Fi, you can go to the settings of the phone and then check what's the Wi-Fi password. Second option is to log into the Linksys web interface, so, but you need to have a computer connected via ethernet cable down to the Linksys router. And last option is to reset your whole system. You're going to set it up again from scratch. Rename and change the Wi-Fi password. That's the last option. Well, the router that you have, sir, is part of our first-generation router. This router actually only has till next month for its technical troubleshooting. Then after that, we cannot provide any more technical assistance. [silence]
07:00
Speaker 1
So should I go buy another router? So what should I do? Yeah. Yeah. It was too complicated for me to understand. Well. Can you all send me a new router?
08:00
Speaker 2
[silence] at this time we don't have any more further updates for your out there that's what we can recommend sir because your out there and the modem that you have are not any more compatible it's Wi-Fi 7 and then Wi-Fi 7 for your modem from Spectrum and Wi-Fi 5 from your link that's what you have there. Sir you can choose what options that I have provided to you well last option sir is to purchase a new router so that you can create a new Wi-Fi name and Wi-Fi password and then your router is updated also. [music]
08:00
Speaker 1
I'm Amazon best by right why don't you just call okay. So we need to go get a new router. And what do you tell them when you go up there. I need to connect to the spectrum box. Any brand. Hold on, let me write this down.
09:00
Speaker 2
Yes sir last option you you can just tell the sales representative there to you're going to if you wanted device, you tell them you wanted to purchase a Wi-Fi 7 or Wi-Fi 6 router from or any brand Yes. [silence] You can visit their website. [silence]
09:00
Speaker 1
I found this, right? I love this. Got a pin. I found this. Can you see if any, I don't know if any, that's the, yeah, that's the latest thing we have now. Okay. So when I go to, uh, Walmart, let's say, and I want to buy the router, you're out of that one. Wi-Fi 6 or 7? And that'll be a new one which will work. Silenced.
10:00
Speaker 2
Wi-Fi yes sir a router which is Wi-Fi 6 or 7 that's yes that's also yes
10:00
Speaker 1
So, I need to go buy a Linksys box. Router. Is that what you tell me? And it's gotta connect the Wi-Fi, six or seven. Okay. So if I can't get this thing working, I'm gonna have to just discontinue the whole thing. So just go buy a new router, and it should be able to fix this.
11:00
Speaker 2
Correct. Uh, it depends with the devices that you uh, with the the brand that you have their third. For LinksAll you need to uh, set it up first. Yes, sir. Yes sir. Yes correct. Correct. Oh, yes sir. This is an old uh router already. Yes. And then you should remember also what's the wi-fi pass. [silence]
11:00
Speaker 1
okay, how do I do that? Oh, after I get this new router, I don't know what how I don't have it wrote down. says Amazon, password, big blue dog 8. Thank, is that is that it? Amazon? Oh, well. Let me try to get a new router first. all right? And I'll call you back up underneath. I'll have to call you back if I need your help. [silence]
12:00
Speaker 2
you're going to write down sir your Wi-Fi password that you are going to create. [silence] yes. [silence] uh I don't I don't have anything about your password sir. [silence] All right. So anything else sir aside from this? Not a problem.
12:00
Speaker 1
Okay. Well, thank you. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye-bye.
13:00
Speaker 2
Not a problem, sir. You have already a record in the system, OK? All right. You're welcome. You have a nice day ahead, sir. Bye-bye for now.
13:00