V2 Rubric Detail — d9395ad2-68cd-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:21
Duration
11m 59s
Contact
John Krych
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133414
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Roku wont connect to the WIFI

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall28.1% (-11.9)

V2 Grader Summary

The agent failed to resolve the Roku connectivity issue and offered no meaningful troubleshooting of the Linksys E5400 router. While correctly identifying the third-party nature of the device, the agent neglected basic Wi-Fi diagnostics and prematurely deferred to Roku support. Minimal empathy, poor call control, and no tool usage resulted in an unresolved, low-effort interaction.

V1 Case Analysis

Customer unable to connect Roku streaming stick to Wi-Fi on E5400; agent redirected to Roku support without verifying router settings or Wi-Fi compatibility per KB.

Troubleshooting Steps
  • Collected router serial number and identified router model (E5400).
  • Confirmed internet works on other devices.
Key Observations
  • Agent failed to verify Wi-Fi credentials, signal strength, or router settings before redirecting to Roku support.
  • No reference to or follow-through on KB article adjacent_streaming_devices.md, which requires checking SSID/password, security mode, and band compatibility for Roku devices.
  • Mischaracterized the E5400 as a 'legacy device' irrelevant to the issue, contradicting KB guidance that the router is fully capable when properly configured.
  • Agent provided no self-help steps, KB references, or actionable guidance for the customer to troubleshoot independently.
Positive Highlights
  • Correctly identified the customer's router model (E5400) from the serial number.
  • Collected serial number, phone number, and email for the record.
  • Confirmed that internet works on other devices, isolating the issue to the Roku device or its connection.
Agent Errors / Gaps
  • Failed to perform basic Wi-Fi connectivity troubleshooting (check SSID/password, security mode, band compatibility) as required by KB article adjacent_streaming_devices.md.
  • Incorrectly attributed the issue solely to Roku firmware without validating network-side factors such as security mode (WPA2/WPA3) or band compatibility (2.4 GHz vs 5 GHz).
  • Mischaracterized the E5400 as a 'legacy device' irrelevant to the issue, creating a false impression of router capability limitations.
  • Provided no actionable self-help steps, KB references, or guidance for the customer to resolve the issue independently.
  • Poor communication: minimal empathy, repetitive phrasing, and unclear next-step instructions (e.g., 'call Roku support' without context or verification).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent tells customer to call Roku support and never resolves the connectivity issue or confirms resolution through any action.
R2 Not Met Diagnostic thoroughness conf 97%
Only asks if internet works on other devices and if router was restarted; no investigation of Wi-Fi settings, signal strength, or device compatibility.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identifies the issue may involve a third-party device (Roku) and suggests contacting Roku support, but fails to perform basic Linksys-side checks like Wi-Fi password, band compatibility, or guest network isolation before deflecting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirms internet works on other devices and that the router was restarted—relevant but minimal steps; does not identify specific symptoms on the Roku or in the router logs.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as accessing the router admin page (http://192.168.1.1), checking connected devices, or verifying SSID/password—despite having the model (E5400) and customer on the line.
T3 Partially Met No misinformation conf 89%
Agent correctly states the E5400 is a legacy device but still functional; however, provides no technical guidance on Wi-Fi bands, security modes, or Roku compatibility, which are documented in KBs.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintains basic control and uses polite language but lacks clear framing, has long silences, and uses repetitive filler phrases ('sir, uh, sir') without guiding the interaction effectively.
C2 Partially Met Confirmed understanding conf 87%
Agent uses respectful tone and acknowledges customer's age and frustration indirectly, but does not adapt language (e.g., simplify terms like 'update' or 'connect') or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately deflects to Roku support without attempting any troubleshooting on the Linksys router, showing lack of ownership.
O2 Partially Met Proactive follow-through conf 90%
Provides a next step (call Roku at 816-272-8106), but gives no timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue involves third-party device, but agent could have escalated internally after basic triage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent says 'I'm sorry' once and uses polite language, but does not explicitly acknowledge customer's repeated effort or frustration beyond surface-level empathy.
X2 Partially Met Tone & rapport conf 88%
Agent maintains a formal, scripted tone but does not adjust pace or simplify explanations for an older, less tech-savvy customer who expresses confusion.
X3 Not Met Overall experience conf 93%
Customer repeats serial number and contact info; agent does not use already-provided information efficiently or reduce redundant steps.
Call Transcript22 turns · 23 lines
Speaker 1
Yeah, I got a problem. I, I really really got a problem. I'm trying to hook up
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 is only available via email. 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. Yeah, I, thank you for calling Linksys. The system detected that I can help you today.
00:00
Speaker 1
Uh, up uh uh Roku, okay, off my TV with the stick, and this thing will not let it, uh, I can't get it to connect. I don't know why. I've had this thing in for so long that I don't even know if I've if anything's right with it, you know? Uh no, I hadn't talked to anybody but you. Yeah, it's uh it hooked up to my phone. I just I just don't have a good strength. I went and had my uh uh
01:00
Speaker 2
Were you able to talk to Roku about this concern, sir? I see. Okay. Let me just confirm, sir, is your internet working fine on other devices?
01:00
Speaker 1
[silence]
02:00
Speaker 2
Mm-hmm . Oh, okay. So this was working fine before? Mm-hmm . I see. Okay. Um, sir may I have the serial number of your lenses, sir please?
02:00
Speaker 1
O-A-08062. [silence] yes.
03:00
Speaker 2
got it thank you let me just check on the exact unit okay just three seconds [silence] okay so it seems here that this is an E54 your router series E5400 and let me just confirm few things okay just give me a couple of seconds oh while we wait here might have your um phone number in case we get disconnected
03:00
Speaker 1
731, 662, 4472. Uh, John Crich, KRYCH. Uh, John Crich, uh, John KRYCH at Outlook.com. Yeah, I've done it.
04:00
Speaker 2
447-2. Okay, got it. Thank you. How about your first and last name, sir? Okay and may I also have your email, sir, your email address? Okay. Did you try to restart your router?
04:00
Speaker 1
Like two or three times already. I and then when I went through it, they said email, uh, you know, password, and I don't know. I didn't., I don't this thing's been playing for so long ago, I don't know what happened if because somebody else set it up for me, because I didn't know what I was doing with it. It's kind, you know, I'm, I'm like old and I don't keep up with all this stuff, you know?
05:00
Speaker 2
I see, got it, sir. Okay, so based--- based on the information I have here, uh, it shows here, sir, that there might be an update on uh this stick, which causes this one to disconnect to your internet. So, sir, uh, I believe, sir, that this is not the right support that you should talk with. Uh, can you try to call a Roku support, sir, for this concern?
05:00
Speaker 1
Right. Yeah, it sucks this. Well, it never connected. I can't even get it to work. It keeps saying, you know, you go the the stick no, I just put it on the TV the other day and I've been trying to get it.
06:00
Speaker 2
and let them know sir that I'm sorry, just to confirm your internet is working fine right? you have internet connection on the other part of the house. on your other devices. Okay. so it seems sir that you need to do uh-huh. Okay, try to call this number sir. I believe this is their support line. uh just let them know sir that your internet is working. you have internet on um your other devices. it's just that your Roko device or your Roko stick suddenly got disconnected. so they might be able to check it, but um mmm, but this was working fine before. yes, sir. um um um.
06:00
Speaker 1
thorn to work ever since it keeps on it goes through to the you know to to the uh device but it never hooks up Okay
07:00
Speaker 2
Sure. Based on some troubleshooting steps that I see here...
07:00
Speaker 1
Okay. You mean the the the the internet service? Oh. Yeah. Yeah. Go ahead. Anytime. Okay. Because, you know, I don't know what happened to this thing. I've had it on here for so long that I don't even know, you know, when it starts disconnecting like that, you know, I don't know. Yeah, it won't hook up with the Wi-Fi
08:00
Speaker 2
Okay, sir. It's 816-272-81-06. I see. Yes, sir. There's a possibility that this needs an update, sir. So just let them know about this concern, sir. Just tell them that you have internet connection, your modem is working, your router is working, your TV is on but you can't get it to go online or you can't get it to work.
09:00
Speaker 1
That's what it don't do. Okay, so this thing might need to be updated. So how do we do that? I mean do you guys update this or do I have to get a new one? No, the the Wi-Fi. [silence]
10:00
Speaker 2
Yes, sir. Yes, sir. Uh, believe sir, this really needs an update, sir, but just let them know about this concern. Anyways, uh, if you if they ask you to call us back, sir, for some other changes. On the settings, just call us back, sir. We do have your record. Just provide us your phone number or your email address. Possibly yes, sir. Possibly this needs an update. Uh, which one do you are here? The bowderus here or the Ruqu? The Wi-Fi. Yeah, this router, sir, uh, this is already part of our legacy devices. But it doesn't mean that you you uh, you have now have to change it. Because right now, sir, your concern is not about your router.
10:00
Speaker 1
Okay. All right. So how to do that? Oh, okay. I have to go. Okay. I will. I thank you. Bye bye. Okay, you too. Bye bye.
11:00
Speaker 2
Your concern is sure is about your Rooku that is not working. So, it should be Rooku sir. Okay. Your internet is up and running. You still have your internet working. It's really up to you sir, if you wanted to do an upgrade on your router. Yes, if you want to upgrade your router, sir, we already have Wi-Fi 6 and Wi-Fi 7 devices. Those are already in Amazon or in any local stores. Just look for your Wi-Fi 6 and Wi-Fi 7. Yes. But for now, sir, try to get in touch. Yes sir. Yes sir. You're welcome sir, just call us back if you need further assistance. Bye bye sir, have a good day. Bye bye sir.
11:00