V2 Rubric Detail — db0c50c0-7599-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:11
Duration
11m 44s
Contact
864-589-1150
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing basic Linksys-specific diagnostics (e.g., checking Wi-Fi settings via router UI, signal strength, SSID broadcast) as mandated by 'universal_streaming_diagnostics.md' and 'adjacent_connecting_devices.md', and deflected the issue to an external vendor without justification.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting or use the provided KB for Smart TV connectivity, instead deflecting the customer to Roku support. This constitutes a critical failure of Avoidance/Evasion as the agent ignored standard Linksys diagnostic paths for network-connected devices.

V1 Case Analysis

Customer reports one TV not connecting to internet while others work. Agent did not collect model/serial, verify Wi-Fi settings, or check router status. Advised customer to contact Roku support without troubleshooting Linksys equipment. No resolution provided.

Troubleshooting Steps
  • Asked if the TV was previously connected to the internet
  • Asked customer to check TV settings to connect to Wi-Fi
  • Suggested contacting Roku support
Key Observations
  • Agent never verified the Linksys router's Wi-Fi name, password, or LED status, which are critical first steps per KB (adjacent_connecting_devices.md).
  • No product information (model/serial) was collected despite this being a hardware troubleshooting call.
  • Agent incorrectly abdicated responsibility by referring to Roku support, even though the issue could be signal strength, MAC filtering, or 2.4GHz compatibility — all within Linksys scope.
  • Call lacked structure, empathy, and clear instructions; agent repeated 'you need the remote' without offering alternatives or deeper diagnostics.
  • No mention of restarting the router, checking parental controls, or moving the TV closer to the node — all standard KB-recommended steps.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect product model and serial number, violating core support protocol (PROTOCOL).
  • Did not perform any router-side diagnostics despite clear symptoms of a Wi-Fi connectivity issue (RESOLUTION, EFFICIENCY).
  • Incorrectly referred customer to third-party support (Roku) without first ruling out Linksys-side causes such as signal strength, MAC filtering, or band compatibility (ACCURACY, RESOLUTION).
  • Provided no actionable self-help path, KB reference, or escalation option, leaving the customer without support (RESOLUTION, COMMUNICATION).
  • Repeated filler phrases ('you need the remote') without advancing troubleshooting, indicating poor call control (COMMUNICATION, EFFICIENCY).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; closed by directing customer to Roku without confirming router-side diagnostics or internal escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken (e.g., check router LED, signal strength, or Wi-Fi settings); relied solely on vague questions and external referral.
R3 Not Met Correct resolution path conf 96%
Agent abandoned support path prematurely by deflecting to Roku instead of verifying if the issue was with the Linksys network (e.g., SSID broadcast, password, signal) before concluding it was a Roku problem.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply any logical diagnostic process. Per 'universal_streaming_diagnostics.md', the agent should have checked ISP speed, rebooted network equipment, or checked signal strength/node placement. Instead, the agent guessed the issue was the TV's internal settings and deflected.
T2 Not Met Appropriate tools / resources used conf 98%
Agent failed to use any available tools or resources. Per 'universal_streaming_diagnostics.md' and 'adjacent_connecting_devices.md', the agent should have directed the customer to the router's local web interface (192.168.1.1 / myrouter.local / myrouter.info) to verify if the TV was blocked by MAC filtering or parental controls.
T3 Not Met No misinformation conf 97%
Agent provided no technically accurate guidance from the KB. The claim 'I'm not trained for that one' regarding a Roku TV is a failure to apply the 'universal_streaming_diagnostics.md' guide, which specifically addresses Smart TV WiFi issues regardless of the TV brand.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked structure; agent repeated 'you need the remote' without a clear plan, failed to set expectations, and lost control by not guiding the customer through a diagnostic sequence.
C2 Not Met Confirmed understanding conf 95%
Used informal and potentially patronizing terms ('honey', 'poor dog') and failed to adapt language or confirm understanding when customer expressed confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately shifted responsibility to Roku without attempting to diagnose or resolve within Linksys scope, demonstrating no ownership of the support case.
O2 Not Met Proactive follow-through conf 96%
Only next step was to call Roku — an external party — with no follow-up commitment, timeline, or internal action planned.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this was the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent escalated to an external vendor (Roku) without completing basic L1 troubleshooting (e.g., checking if Wi-Fi is enabled, SSID visible, password correct), making it an inappropriate escalation decision.
E2 Not Met Escalation prep & handoff conf 94%
No internal escalation occurred; the suggestion to contact Roku is not a valid Linksys escalation path and lacked proper handoff details.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent did not acknowledge customer frustration, repeated attempts, or difficulty locating the remote.
X2 Not Met Tone & rapport conf 95%
Failed to adapt to customer’s confusion; repeated instructions unclearly and used tone that may have exacerbated disengagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat the issue, search for a missing remote, and was sent to another company — all avoidable effort that increased friction.
Call Transcript20 turns · 22 lines
Speaker 1
What's up, buddy? Who's your Kun a Pita talking about? This is Fanny Jackson. Yes. [silence]
00:00
Speaker 2
Welcome to [Brands Name] 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. [Brands Name].com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, 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] Thank you for calling [Brands Name]. I'm Nathan. And you know who am I raising? [silence] Sunny Jackson. Mm-hmm. Yes, sir. How can help me?
00:00
Speaker 1
I have three TVs connected in my home and one of them is showing no no service for the internet, not connected. The other two are connected and working fine and I can't figure out why. And I spoke with spectrum with the ISP person at spectrum and they gave me the number to call y'all because they're showing everything is up and running, you know, for y'all to explain why this is not connected on one TV. I have two more TVs that, yes, that are picking up the internet connection and they're playing fine, but this one says not connected to the internet.
01:00
Speaker 2
All right. The TV is, it you mentioned that the other one is working the other and. there are All right. Did you try to connect the that TV that particular TV to the network? Do you know the Wi-Fi name of your network?
01:00
Speaker 1
No, Nat, I've had this for so long and stuff. I don't know. No. is anyone using the TV outside of me? Is it my grandson if I turn it on for my grandson to watch cartoons? Yes. But no, it's just the in-home TV. It's an extra bedroom with a TV in it. Yes. Yes. It's been on internet. It was playing. My son said it was playing and all of a sudden the internet just went out. He had it on for his son to watch cartoons.
02:00
Speaker 2
is there anyone who's using the TV aside from you? Yes. Okay. this TV was this connected to the Internet prior Discord before? Huh? How old is your son?
02:00
Speaker 1
Huh?
03:00
Speaker 2
How old is this man? Is it a child or an old... Old... Old person? Huh? alright. alright. That's good. So meaning it's not an accident by a kid trying to... Fuck that up. Okay, very good. Okay, because I have cases that kid tried to mess up the TV by playing around. So this not an accident, okay? Let's try to fix it. Okay. Now, when you tried to open the TV, what message did you get? Did you check the Wi-Fi settings to try to connect to the Wi-Fi? I tried to open... Okay, that's right. Try to check the settings on the TV and verify if it is connected to the network.
03:00
Speaker 1
TV real? I don't know if it. Uh the every network I tried to go in, it says not connected to the internet. Your TV is currently not connected to the internet. And uh setup connection or proceed anyway. But either way, it won't do anything. [silence] You have to do that. You have to do that. Sir, you have to do that. Do you have no vision? Hold on a moment. I told him I want to promote it. I want it to be a thing. Oh, don't if.
04:00
Speaker 2
You go to the settings. . Yes, you are not... you are not connected to the internet because your TV is not connected to the Wi-Fi. The first thing you need to do is connect the TV to the Wi-Fi. Once it's connected to the Wi-Fi, it can go to the internet. Can you open the settings on the TV and check if your Wi-Fi is connected?
04:00
Speaker 1
Either one or the other, Philip. I wouldn't even know I have to go to TV or what's we hooked it up. I do. I can't find the remote to the TV because I've never had a problem with it. Excuse me. No. You said I do.
05:00
Speaker 2
you need the remote you need the remote you need the remote to set up the TV to get to the settings you need the remote to the TV so that you can open up the settings
05:00
Speaker 1
Okay. I don't get this. Would those options be under the Roku Remote? Well, that's a problem because I've never had to use the remote for the TV and honestly I don't even know how. [silence]
06:00
Speaker 2
And under the settings, there is an option for you to connect the TV to the network or to the Wi-Fi. Once it is connected, your internet will come back. You got it, honey, right? Now, the solution on your problem is you need the remote to open the settings on the TV and under the settings, there is an option for you to connect the TV to the Wi-Fi. Once it is connected, No, no, it's on the TV, not on the RoCo. It'd be in the TV.
06:00
Speaker 1
Poor dog. You said, what? Okay. What are you saying? Can you repeat that? I didn't understand you. You got that. You say what? You have a little box. Yes. Yes.
07:00
Speaker 2
TV or an appliance or a machine attached to the TV? [silence] I don't have the solution right now, fanny, for this one. Okay. If this is a Roku TV, a physical TV, I may be able to help you.
08:00
Speaker 1
it it a it's a Philips Roku TV hey what old man okay you got the number for Roku
10:00
Speaker 2
good, good, good. You need, can you, can you try to call Roku? They can help you in this one. okay, ask the Roku technical support guy to connect the Roku device to the Wi-Fi and that would work it. I'm not trained with Roku. I don't I do not know that settings how to configure Roku. I'm not trained for that one. I don't have the number of Roku. Let me see. maybe I will be able to
10:00
Speaker 1
But you said ask them to do what when I contact them? connect to and okay all right well, um, I'm gonna try to get them up and call them thank you okay then thank you all right you too bye
11:00
Speaker 2
I don't have to. Sorry. Need to connect the Roku to the Wi-Fi. That's the only thing you need to do. Once you're connected to the Wi-Fi, your Internet will work. To the Wi-Fi. If you need help, you can call us anytime at the Roku of the guys' phone and ask to speak to any on that one. All right? All right, Fanny. Have a nice day, Fanny. And good day, bye-bye.
11:00