V2 Rubric Detail — e487c05e-7bba-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:23
Duration
7m 31s
Contact
Cathy Hebeler
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136563
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E1200
⚠ Auto-Zero applied: B (Avoidance/Evasion) — Agent avoided all troubleshooting by falsely claiming the router was unsupported and that diagnostics would disrupt internet connectivity, redirecting the customer to third parties without attempting basic Wi-Fi resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to diagnose or troubleshoot the TV’s Wi-Fi connectivity issue, provided technically inaccurate and confusing information (e.g., ‘your water is working fine’), and abdicated ownership by redirecting to the TV manufacturer. No escalation was needed, but the interaction was unresolved due to avoidance of basic diagnostics and poor communication. Auto-zero applied for avoidance/evasion under critical failure category B.

V1 Case Analysis

Customer unable to connect new TV to Wi-Fi. Agent collected serial, name, and email but failed to obtain router model or perform any troubleshooting. Provided inaccurate advice about router being unsupported and referred to it as 'water'. Advised contacting TV manufacturer without validating router settings.

Troubleshooting Steps
  • Collected serial number, name, and email.
  • Assumed router was working because customer had internet access on other devices.
Key Observations
  • Agent never asked for or verified the router model, which is required for device-specific guidance.
  • No troubleshooting steps were taken to diagnose the TV's Wi-Fi connection (e.g., checking other devices, signal strength, band selection).
  • Agent provided materially false information: claimed the router was unsupported and used the term 'water' instead of 'router' ([06:00]), which is a critical accuracy and communication failure.
  • Agent incorrectly stated that troubleshooting the router might disrupt internet access, which is not a valid reason to avoid basic Wi-Fi diagnostics.
  • Call ended without providing any KB articles, self-help links, or escalation path.
Positive Highlights
  • Accurately collected the customer's serial number, name, and email.
Agent Errors / Gaps
  • Failed to collect router model number, which is required for device-specific guidance.
  • Did not perform any Wi-Fi connectivity troubleshooting for the TV.
  • Provided materially false and nonsensical information by referring to the router as 'water' and claiming it was unsupported without evidence ([06:00]).
  • Incorrectly claimed that troubleshooting the router might disrupt internet access, discouraging basic diagnostics.
  • Suggested contacting the TV manufacturer without first confirming basic router settings or offering any self-help resources.
  • Did not offer escalation, callback, or a concrete self-help path such as a KB article or support link.
  • Contradicted KB guidance: The adjacent_streaming_devices.md KB explicitly covers connecting smart TVs to Linksys routers, yet the agent claimed the router was unsupported and could not be troubleshot.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the TV Wi-Fi issue and only suggested contacting the TV manufacturer or upgrading the router.
R2 Not Met Diagnostic thoroughness conf 98%
Agent did not ask any diagnostic questions about the TV’s Wi-Fi settings, password, or router configuration, nor guide the customer to check router settings.
R3 Partially Met Correct resolution path conf 95%
Agent incorrectly claimed router was unsupported and dismissed basic Wi-Fi troubleshooting as unsupportable, but acknowledged the issue might not be with the router itself.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process applied; agent assumed router was fine without verification and skipped root cause investigation for the TV’s connectivity failure.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use any tools (e.g., router admin interface via http://192.168.1.1 or http://myrouter.local) that could have verified network status or settings, as required by KB guidelines.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: 1) Claimed troubleshooting the router would ‘disrupt internet connection’ (contradicted by KB), 2) Falsely stated router was ‘end of life’ without verification, 3) Used nonsensical terms like ‘your water is working fine’ (ASR artifact for ‘router’).
Communication
C1 Partially Met Clear & professional language conf 93%
Agent attempted to collect information and create a record but lost control of the interaction with disjointed phrasing (e.g., abrupt transitions, confusing statements like ‘your water has no problem’), failing to maintain clear guidance.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing, inaccurate language (‘your water’ instead of ‘router’) without adapting to the customer’s level, failed to confirm understanding, and did not mitigate comprehension barriers caused by ASR/accent issues.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by stating they ‘cannot help troubleshoot’ and redirected the customer to the TV manufacturer without attempting even basic Wi-Fi guidance, abdicating ownership of a solvable L1 issue.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow-up commitments were provided beyond vague suggestions to contact third parties (TV manufacturer/Spectrum) without ownership or accountability.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted for a basic Wi-Fi connectivity question that could be handled at L1; agent correctly determined this was within scope even if mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was required for this basic issue.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of the customer’s frustration; responses were transactional and dismissive (e.g., blaming router age, claiming troubleshooting would disrupt internet), with no sincere recognition of repeated support attempts.
X2 Not Met Tone & rapport conf 95%
Agent used a one-size-fits-all tone, failed to adapt communication when customer expressed confusion, and introduced unnecessary friction (e.g., incoherent ‘water’ references) without adjusting pace or style.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat personal information and received no efficient path forward; agent added effort by introducing irrelevant redirection and failing to leverage self-serve options (e.g., KB, router admin tools).
Call Transcript16 turns · 16 lines
Speaker 1
Yeah, I'm, uh, I got a new TV set up out in my room and, uh, the guy had it set up and then when I called, uh, uh, uh, Spectrum, he said it might be in my links. So, I'm calling to make sure that, uh, that is on. Um, and I can give you a security code and everything or, uh, I'll just put the TV in and get it.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thanks for calling Linksys. This is [Pause]. Who can I be helping?
00:00
Speaker 1
the serial number now. I do have the - the serial number is one zero eight two two C six nine four two zero four two nine. you have said that right. Yep. correct. correct. Yeah. well they tell me that - yeah. they said that their - their connection is fine too, but I have to check with my router.
01:00
Speaker 2
So you have a Linksys router, ma'am. Can you provide me the serial number? Mm-hmm. So let me verify again, the serial number is one zero eight two two Charlie four Charlie 6942042029. That's correct? Uh, your router is working fine, it's just that your new TV could not connect to your, uh, internet.
01:00
Speaker 1
Strider. So I'm not understanding what I have to do with it. Darn it. Um, I can call Spectrum again. Yeah. Kathy Hepler. H-E-B-E-L-E-R. And when they ask for a password, yeah, when they ask for the password, guess? Kathy with a C C-H-E-B-L-E-R H-E-B-E-L-E-R. Correct. Correct.
02:00
Speaker 2
Right. Right. Right. Right, I'll create first a record for you, ma'am. What's your name? Your Hold on, ma'am. Can you please spell your name? H E B E L E R Right. Your first name, Kathy, C A T H Y. and your last name, Pell.
02:00
Speaker 1
Yes. you have it correct. C. Hebbeler, H-E-B-B-E-L-E-R, at charter.net. Yes, uh-huh. [silence]
03:00
Speaker 2
T-H-E-B-L-E-R. Hebler. Okay, Katie, what about your email address? c. Hebler, C-H-E-B-L-E-R. Charter dot net? I'll just spell your last name phonetically so that I don't get it incorrectly. Katie. It's H for hotel, E for echo, B for boy.
03:00
Speaker 1
You have that all. That better, it was correct. Yes. Well, it did it first, yeah, yeah, okay. Go ahead. Apparently. Yeah, yeah, but um, they had me call you. All right, I checked that.
04:00
Speaker 2
E for Echo, L for London, E for Echo, R for Rose. That's your, the spelling of your last name. All right. And your internet service provider was Spectrum. All right. So you mentioned Charlie that you have a new T.V. and your T.V. could not connect to your internet. Now your router is but your router is working fine. That's good since you still have access to your internet. It's just your T.V. that could not connect to your Wi-Fi. Is that correct? Mm-hmm. So there's no problem. Yeah. But there's no problem with your Linksys router since you have...
04:00
Speaker 1
yes, right, no, I don't think so. The guy, come, the guy came and set it up for me. I had it going, but I didn't know how to, uh, to get back on to changing the channels. So we didn't go through it enough and I'm sorry I left him go that quick. And I thought Spectrum would help me, but they don't like to help you with anything. So, um, yeah, I yes. Okay, that's all I need to know. Yep. Both the links and the internet. Okay. Yes.
05:00
Speaker 2
You have access to your internet, it's just your TV that could not connect. So what I can suggest to Katie is to contact your TV manufacturer because maybe they have a different way of configuring or connecting your TV to your Wi-Fi because. Mm. Mhm. All right. Mhm. Yeah. Yeah, because because your internet is fine, so I think they will not provide your assistance. Yeah, and Katie Yeah. So,
05:00
Speaker 1
[silence] Yeah. I know. I know. Oh, so they want a new one, huh? They want me to get a new one? No. I'm not going to do that. All right. All right. Okay.
06:00
Speaker 2
Since you're water has no problem, I cannot help you troubleshoot it because if we do troubleshoot your water, it will may disrupt your internet connection. And I also have to tell you. Yes, and I also have to tell you, Kady, that your orders modern is no longer supported by Lynx is professional links is technical support because it has already reached or ended its life cycle phase. And therefore we could not. No, your water is working fine. It's just your water is working fine. It's just that your water is a very old type of links is water. It's using an older technology, Wi-Fi technology, but you can still use that since your router is still connected to internet. It's just that I could not provide you any.
06:00
Speaker 1
okay, all right, all right, thank you very much, that's, that's all I need to know, okay, yeah, all right, thank you, thank you, bye, yeah, I'll, I'll get back with Spectrum. Thank you, bye.
07:00
Speaker 2
Agent: But since you're router is working fine, I can just send you an email with regards to Redfin the support list for linksys router. But I recommend that you upgrade your router, Teddy. Yes, you're welcome. Thank you.
07:00