V2 Rubric Detail — e2c1bdfe-6447-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:12
Duration
22m 3s
Contact
Deborah Ordiway
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132847
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 Tv Unable to connect
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical3.75/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall49.3% (-4.7)

V2 Grader Summary

The agent correctly identified the dual-router setup as a potential cause and provided factually accurate information about auto-updates. Some troubleshooting and ownership were demonstrated, but the issue was not fully resolved. The call included partial progress and reasonable next steps, warranting a Partial Resolution outcome.

V1 Case Analysis

Customer with MX6200 router reports Vizio TV cannot connect to internet (home screen connection error). Agent advised forgetting Wi‑Fi network on TV and reconnecting; no further troubleshooting performed. Customer advised to coordinate with ISP technician and follow up with Linksys.

Troubleshooting Steps
  • Advised to forget the Wi‑Fi network on the TV and reconnect.
  • Explained that two routers (Linksys and ISP’s Calix) may be creating separate Wi‑Fi networks.
Key Observations
  • Agent spent excessive time trying to capture the serial number without confirming it.
  • No verification of the router’s internet connectivity or Wi‑Fi credentials before troubleshooting the TV.
  • Agent provided only generic advice and did not offer a concrete resolution or detailed next steps.
Positive Highlights
  • Correctly identified that MX6200 firmware updates automatically.
  • Collected the correct product model number from the customer.
Agent Errors / Gaps
  • Did not confirm router WAN status or internet connectivity before addressing TV issue.
  • Failed to obtain a clear, accurate serial number.
  • Did not ask for or verify the Wi‑Fi password/SSID used by the TV.
  • Provided no actionable plan beyond generic forget‑and‑reconnect, and did not address the dual‑router environment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still sees 'no internet' on TV after troubleshooting; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent advised to forget and reconnect Wi-Fi, a relevant step; however, did not verify firmware, check router settings, or confirm final connectivity.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged the customer’s Linksys router is valid and offered basic troubleshooting; however, did not determine warranty status or explore further self-help paths before deferring to ISP technician.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent correctly identified dual-router topology (Linksys and Calix) creating two networks, which is the likely root cause of the connectivity confusion.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, logs) were used to verify auto-update status, Wi-Fi settings, or network topology despite the need for technical validation.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys routers auto-update by default and that the Calix device is a router capable of Wi-Fi — both factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and gathered key info (model, serial, issue), but had long silences, unclear transitions, and lost focus during description of the Calix box.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'router', 'LAN ports', and 'network' appropriately but did not consistently confirm understanding or simplify language for a self-described non-technical user.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a case record and offered to collaborate with ISP technician, showing some ownership; however, closed the interaction without resolving the issue or taking direct action.
O2 Partially Met Proactive follow-through conf 80%
Agent set a next step (call back when ISP technician arrives) and explained how the record would help, but provided no proactive follow-up or timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted — issue was within scope for L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient, but did not explicitly acknowledge customer frustration or prior efforts; empathy was present but generic.
X2 Partially Met Tone & rapport conf 80%
Agent adapted slightly by asking clarifying questions about the TV and router, but maintained a somewhat scripted tone and did not fully match the customer’s pace or emotional state.
X3 Partially Met Overall experience conf 75%
Customer repeated serial number details due to poor print, but agent helped clarify; however, process could have been streamlined with better guidance on where to find info.
Call Transcript40 turns · 41 lines
Speaker 1
I just have a quick question. My name is Debra Ordaway. Could you tell me how I could tell if my links? These,
00:00
Speaker 2
[silence] Welcome to LynxSupport. 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.LynxSystems.com. Please have your device's serial number ready. [silence] For assistance, press one now. For out of warranty products, [silence] paid support may be available depending on your [silence] issue. 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. Thank you for calling LynxSystems technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
I am updated with, I'm not sure what the technical name is, you know with updates if it's done internally or if I have to do it manually or something? Automatically. Oh, so it's okay. Oh, okay, I wasn't sure. I'm not sure how long I've owned this. um Mx um Mx 6200.
01:00
Speaker 2
Okay. So, uh, regarding, uh, the updates of the, of your Linksys, routers, so by defaults it should be, like, you know, updated itself automatically. Like, there's no need for you to do anything. Yes. All of the updates of, of the router will be sent directly to the router system and it will recognize everything. Mhm. Uh, can you give me the model number of that Linksys router that you have so I can check? [silence]
01:00
Speaker 1
I'm gonna have to get a magnifying glass. The print is awful small. Okay. Oh, a photo? I can give it to you. I'm not very good at taking a picture. It is 5, 8, whiskey, 1. I think it says 0. Emma's in Mary. 2, 7, 0, 0, 8, 2. [silence]
02:00
Speaker 2
Oh, that's actually quite... Uh, yeah. Uh, yeah. And, um, how about with this one memo, okay, so that I can exactly, um, pull up some information, um, especially with your Linksys router. Uh, can you take a picture underneath that router? Yeah, take a picture of it, yeah, so that you can just easily zoom it in and look for the serial number. Mm-hmm. Yeah, oh, but if you can give me the serial number, it's much more better. Mm-hmm.
02:00
Speaker 1
Oh, there was a, there was a D after that seven, I'm sorry. No, no, D is in Delta zero eight 282. Sorry, I was looking through a magnifying glass and it's kind of jumping up and down.
03:00
Speaker 2
Okay. Uh, let me just verify it back to you. That's 58 and then W for t for whiskey, 1-0, M for Mary, 2-7, Zero zero eight two. Oh, you it's okay. So two seven D like Delta and then zero zero eight two eight two. Okay. I'm so sorry. Uh-huh. Let me check it if I can get some information. I think it's okay.
03:00
Speaker 1
You got something on here we call a recovery key. Oh, okay. No. No, that's okay.
04:00
Speaker 2
[DOWNWEIGHT] Okay. [silence] That can actually only be used like if [silence] yeah, you can use it if you want to change the [silence] like let's say the router password that you have. [silence] You can absolutely use it and let me just try. [silence] Yeah, of course, you can definitely use the same router password. [silence] Okay. [silence] Let me check. [silence] Okay. [silence] So, um [silence] I believe you just first created your account last May 28th of 2024 and regarding with your router.
04:00
Speaker 1
Oh, I've had it two years. Okay. [silence] I believe, so I bought it off [silence] I bought it off the Linxkey website. [silence] Oh, I'm having problems with connecting to my Vizio TV. It keeps saying homescreen connection error. And I've called Vizio. Yeah, I've called Vizio. I've called my Internet
05:00
Speaker 2
Uh, this was, uh, yeah. And then, this router was, um, I, uh, if, if you can, like, you know, agree with these numbers, like, did you receive this router, like, maybe around, uh, like the year of 2023? Or maybe something like that? because I actually got it, so, yeah. So, it's not really that, um, kind of old. But what is really happening by the way? Home screen connection error.
05:00
Speaker 1
Yeah, this has happened to those. Oh, there's a problem somewhere. They're going to put some type of something called an extender on my internet. On my whatever you call this thing router or whatever this black box is called. Oh It's a black Yeah, that comes from the internet company. Yes, correct. Because On this black box. It's called calyx. [silence]
06:00
Speaker 2
Uh, huh. Yeah, they confirm that they want no problem. Yeah, Uh huh. Uh huh. Yeah. So that your Cender. Oh, it's a block of black box. They give it to you. Can you check, um, if you can see any name or like a brand name or model number? Yes. From that black box. So I can give you.
06:00
Speaker 1
так что C-A-L-I-X те ALS, да, это от интернет компании. она называется Empire, но у нас есть доступ в город. Посмотрим. У нас нет выбора. мы в какой-то деревенской местности. Другой выбор это Spectrum, который я не переношу. Да, там есть это. Да, проблемы начались, наверное, около шести недель назад. Да, и они сказали, да, они сказали, они что-нибудь получили.
07:00
Speaker 2
Huh? What was that again? I-X. Okay, fail it. Let me check it for you. Let me, which is your internet service provider, by the way, ma'am? Empire. Okay. Let me just uh, double check it for you. [silence] Okay, uh, let me just
07:00
Speaker 1
router from, I think that's what this, like is called as a router, is that correct? They said, didn't you, yeah, they said, didn't you purchase a router from us? And I said, no, I bought a Linky, which is top of the line. And they're like, oh, I said, you all didn't offer a router. And they're like, oh. [silence] Uh huh.
08:00
Speaker 2
Yes, you're correct. So the Linksys is a router. Uh- huh. Uh- huh. Okay. Okay. But there was, I mean, there is no problem with your Wi-Fi. Everything was working. It's just that the TV is not connected to the internet. Like, is that really what is happening right now? Because I did check. There's actually an image here in front of me. It's a block box. It's actually
08:00
Speaker 1
It is 1 2 3 2 1 3 Not this black box No there's 1 2 3 4 4 LLI and then something called up phone which I don't have I don't have a phone I just have an iphone No And this is plugged into LAN number one Correct
09:00
Speaker 2
You're like, um and it has a just correct me if it's, just correct me if I'm wrong. Uh there is a uh five forts. Um from this boss. Like uh yellow, yellow, you know, you are for zoos off and that's separated. Thets for the, Thets for the Ethernet. Right? Uh huh. Okay. mm-hm. Ah, yeah. of your modem.
09:00
Speaker 1
A book. In the front. Power, CPU, one, WAN. Oh. Looks like a black book. Correct. Correct.
10:00
Speaker 2
Okay. I Yeah, I actually, and it's actual, uh, is it like something like a book? Or it's also like a kinda little tower. Like Lynx? Yeah, I mean, I mean, like, how does it look like? Like, is it like something like a little tower, or something, it looks like a book. Oh, yeah. I actually have it here in front of me. I we have the same thing that, uh, seeing. Oh, yeah, it has four, uh, four LAN ports and then on the And it has a telephone port as well. And
10:00
Speaker 1
Yeah, they told me to check and make sure my linski was up to date. And I said, I don't know how to do that. I go, I guess it is. It said online that it updates itself. Yeah. Okay. Yes.
11:00
Speaker 2
Okay so this is actually let me just double check this one if this is the route Ooh Yes it will definitely update itself and I did check the one that you have the Calix On hmm so that is uh I mean that is a router so that that device can actually also produce a wireless connection that you can use if it is actually connected directly to your modem as well like same as your link sys router so yes it can also produce an um a wireless internet connection now by the way ma'am uh can I please have your uh first name and URL
11:00
Speaker 1
[KEEP_UNCERTAIN] Debra, D-E-B-O-R-A-H. Last name, I'll spell it for you. It's O-R-D, as in Delta, I-W-A-Y. Oh, fine. Mm-hmm. Okay. Okay. Yeah, I just wanted to make sure it updates itself, which I thought it did. I never even thought of that until they asked that question and I'm like, I think it does.
12:00
Speaker 2
okay. Thank you so much.Kuz I am actually going to create a record you know for this conversation so that whenever you need to call us, you can just easily give your phone number or you know maybe your first name and your last name then they can pull up your record right away. So uh, yeah if Yes it will really update itself automatically. So there is
12:00
Speaker 1
I'm not that into computers that much, you know, until it breaks down. Yes, until six weeks ago. And then and then I got this home screen connection error. It's it's a Microsoft teams
13:00
Speaker 2
Okay. Okay. Okay. So uh we can actually like um if the TV, Miss Debra is actually having a trouble, like, you know, uh connecting to your internet. We have, I mean, we can actually do something to try. And if it will work. But this TV wasn't it working before with your internet? Okay. Okay. Um are you using like some kind of streaming device connecting to your TV or just the TV itself? [silence] Yes, I am using a stick.
13:00
Speaker 1
I have a V and I use the, link ski and the, router. And the Vizio has, apps on it. I'm not connected to cable, no. Correct. Oops. Okay. Settings. All settings. Oh, went too fast. And where do you want me to go? [silence]
14:00
Speaker 2
Okay, so you're like. Oh, okay. Um, no, okay. So you're just uh, like, you know, um, you are using directly your internet. Um, how about with this one, miss Deborah. Can you try? Um, go to the settings of your TV and then forget the network and then reconnect it again. Uh-huh. Or go to Wi-Fi or internet settings of your TV.
14:00
Speaker 1
It says audio network Bluetooth through network. It says, it says connected. Then there's, [silence] Okay, then it says more Wi-Fi networks. [silence] Which one you want me to go to? [silence] Okay, then that says, Oh, God, here we go again. Um, select forget to forget my password. Yeah, I've gone through that before. I got to go look up my password again. I think I remember it. Hm, what is it? I got it wrote down. Yep, there it is.
15:00
Speaker 2
Yeah, that one. Network. Yeah. Go to network. Okay. Can you for can you forget the network? Can you see is there an option for you to forget network or tap on or select the network that you are currently connected right now? Yes. And then you're gonna. the only device now we're not able to connect here internet right? Huh. Okay.
15:00
Speaker 1
Okay, number sign, there it is. Okay, connect. And then it says, okay, come on, you're gonna connect, it says no internet. This is gonna take a while. Correct. On my end it says no inner, now now it says connected.
17:00
Speaker 2
okay it shows connected but it also shows no internet connection uhokay now it says connected now can you try opening any application
17:00
Speaker 1
okay. Oh. Oh, I didn't think that thing was on Internet. Oh. Oh, must be kind of loud. Yeah, because this, it's like I said, only started six weeks ago. And this TV is only six months old.
19:00
Speaker 2
thing, especially with uh this one, because what's actually happening right now is that you've got two routers and each of those routers, since they are also connected directly to your modems. So, basically, you now have two networks. You have the Linksys Wi-Fi and you have um all you also have the Keles Wi-Fi. So you have two internet connections. Yeah, since since it's actually a router, so yes, it is capable of providing a Wi-Fi connection as well. [silence] you
19:00
Speaker 1
Yeah. [silence] I went back to home screen connection error. Yep, that's all it keeps saying is restart your TV. And, [silence] yes. Correct. Okay. Okay. [silence] Whenever they set the appointment up.
20:00
Speaker 2
[KEEP_UNCERTAIN] Okay. So, how about with this one Miss Deborah? Okay, so. Uh-huh. Uh Okay. So, um how about with this one Miss Deborah when someone from your internet service provider, you know, the technician will visit you, um how about you give us a call as well so that we can work with them related with this one. And, like, we can just talk to the technician of your internet service provider and a technician from Linksys so that we can work on, uh, you know, this problem. Okay. So, um yeah. So, let me just finish creating this record so that, uh, like, you know, there will
20:00
Speaker 1
At my first name, D E B-A-H than my last name, O-R-D-I-W-A-Y at gmail.com. OK, thank you. Oh, you too. OK, bye.
21:00
Speaker 2
There'll be no, you can just easily call us and give your phone number. Then they can pull this one up immediately. Um, I just need one information from you. Can I have your email address, Miss Deborah, please? Uh-huh. Okay, perfect. Thank you so much. So, I just finished writing the record, Miss Deborah. So, um, the ticket is now, uh, here. So just give us a call back whenever the technician from your internet service provider is already in your location. Okay. Thank you so much as well, Miss Deborah. You do have a wonderful day ahead, okay? Bye bye for now.
21:00