V2 Rubric Detail — ea468c5c-6a9c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 22:36
Duration
45m 52s
Contact
Tirmardria Johnson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133840
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20MS_Smart tv unable to connect to the Wi-fi.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.8% (+48.8)

V2 Grader Summary

The agent achieved a successful resolution with all TVs connected, demonstrating ownership and call control. However, the use of the 5-press method on an unconfirmed model—likely an SPNM60/62 with a Pair button—constitutes a material technical inaccuracy per KB guidelines. Troubleshooting was delayed by unnecessary warranty processing, and empathy was limited despite customer effort.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all TVs are now connected: 'All of my TVs are connected.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a factory reset and used the 5-press method, but troubleshooting was delayed by premature focus on warranty instead of immediate router setup; KB recommends starting with device setup for new installations.
R3 Met Correct resolution path conf 90%
Agent pursued warranty update but did not let it block troubleshooting; continued with setup and resolved the issue regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified TV connectivity issue and checked other devices, but did not ask about router setup status or whether the customer had completed initial configuration, which was the root cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used the Linksys Smart WiFi app appropriately, but relied on the 5-press method without confirming the model type; KB states 5-press is invalid on models with a Pair button (e.g., SPNM/LN series), and model was never confirmed.
T3 Not Met No misinformation conf 90%
Agent instructed customer to use the 5-press method, which is not valid for SPNM/LN series routers that have a dedicated Pair button; since model was WPS-capable and likely SPNM60/62, this is a material technical error per KB.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, guided customer through reset, app setup, and final verification without losing direction.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear steps but did not adapt language when customer struggled with receipt submission or app navigation; minimal comprehension checks during critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, collected information, performed troubleshooting, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps for future red-light issues and confirmed resolution before closing the call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; 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 was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and thanked the customer, but did not acknowledge frustration about the TV not working or the email delivery issues.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not adjust for customer confusion during receipt upload or app setup; customer had to repeat 'I'm doing the last one now' multiple times.
X3 Partially Met Overall experience conf 90%
Agent required customer to send a receipt for warranty update, which delayed troubleshooting and added unnecessary effort for a setup issue.
Call Transcript74 turns · 83 lines
Speaker 1
[KEEP_UNCERTAIN] [silence] yes ma'am. so uh, I just recently got the box, uh, Lynks' router box, and my internet, the people that I have said that my connection saying it's 100% connected. But every time I try to connect to my TV,
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, 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. Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today?
00:00
Speaker 1
So it's saying not connecting, not connect to connection network. So it's something on you guys and so they told me to give you guys a call to see cuz you established connections or something. It is it any device that can connect to the internet is what you're asking. Oh yeah my cell phone that's it. but the TV is no. Oh my cell my cell phone is connected. but that's what I just said. My smartphone yes. My smartphone yes my smart TV is no.
01:00
Speaker 2
I see I understood. Um aside from TV is there any devices well that is affected that unable to connect to the internet? Yes. Do you have other device aside from the TV? I'm sorry what step. How about uh all right how about a smartphone a computer that's uh trying to connect to the internet they have other. Okay. This smart TV where is it connected right now? Is it going to the link?
01:00
Speaker 1
I have wireless. yes ma'am. the serial number is is five zero U one zero M one 5 D zero four seven 2 9. yes I just got it set up the other day yeah [silence]
02:00
Speaker 2
[silence]
02:00
Speaker 1
To Marjorie Johnson, T-I-R-M-A-R-D-R-I-A, last name is Johnson, J-O-H-N-S-O-N. 901-246-5150. This is my first and last name at Gmail. C-I-R-M-A-R-D-R-I-A.
03:00
Speaker 2
All right, thank you. And may have your first name and last name to create a record here. All right, thank you. And may have also your phone number. All right, thank you. And may have also your email address. Can you spell again your last, I mean your first name just to make sure I got it correctly. Right. So, just to make sure.
03:00
Speaker 1
No ma'am. Is it T as in tongue, I as in igloo, R as in ring, M as in Mary, A as in apple, R as in ring, D as in dog, R as in ring, I as in igloo, and then A is for apple. What? No, it's just John.
04:00
Speaker 2
Tricia C for Charlie, I for India, R for Romeo, M for Mary, A for Alpha, R for Romeo, B for Bravo, R for Romeo, A for Alpha. Is that correct for your first name? Okay. All right, thank you. And then Johnson, right? With S, is that correct? Or no S at the end. Okay, got it. Gmail. All right. gmail.com, is that correct? All right. And may I know who's your internet service provider?
04:00
Speaker 1
premier no no model number I don't see it its W the WPS let me go hold on let me see okay let me let me go [silence]
05:00
Speaker 2
are saying that? That's on the top of the serial number. It's usually on How about the model number? Usually it's printed on smaller text
05:00
Speaker 1
[silence]
06:00
Speaker 2
Okay. Yes. Yes, please. All right. Okay. Got it. Thank you. And how long have you been using this router? like how many years already? On Saturday? Do you have the receipt? Or did you buy this router? Do you have a receipt? Okay. here. For me to update the warranty of your Linksys router, I may need the receipt. Do you have the copy? Copy of the receipt. I'm going to send you an email where you can attach the copy of the receipt. Right so that I can update warranty here. Just for a moment, let me just let me send the the email. All right just for one more second.
06:00
Speaker 1
Heaven came yet. I just checked my spam. Is this for the warranty part?
08:00
Speaker 2
Alright, email has been sent. can we check your pam or junk folder if it's not on the main inbox? Okay. Yes. For me to update the warranty and support of reling salter. It has 1 year hardware warranty
08:00
Speaker 1
I see, I haven't got nothing. No. Did you put it to Marjorie Johnson@gmil.com? Oh, okay. I haven't received anything.
09:00
Speaker 2
and free technical support. So I can update it here. Just turn on your turning. Yes, that's the email here.
09:00
Speaker 1
Checking my spam again. There's nothing in my spam. There's nothing in my mail. Yeah,
10:00
Speaker 2
I sent another email again that you may try refresh your email.
10:00
Speaker 1
really try sending a link to my phone or something it's still not okay no, man, that's the only one I have see I are Mar Diaz. all right i'm checking going back to spam you said spam or what's following okay hold on one second
11:00
Speaker 2
All right, how about that? Can we check if you're able to receive again the email? You may check your spam or junk, junk folder. Okay, no problem. [silence]
13:00
Speaker 1
It's still not still not working. No, I don't close out of it. Okay, there it is. There it is. Okay. All right. Okay. Okay. Could you repeat that, ma'am? All the color light. It look like a kind of like a purple pink in the sky.
14:00
Speaker 2
It's not getting through. Okay. That's great. And I will wait for it. And while waiting as well, may I know what's the color light showing in front of your Linksys router? What I mean is what's the color in front of the Linksys router? What's the color light in front?
14:00
Speaker 1
Blishelight. Is it blue? Yeah. Okay. Alright. I'm going to log into Amazon and pull up my receipt where I purchased it. Okay. Thank you.
15:00
Speaker 2
Oh, I see. Okay. Okay, so the right color when it is configured and working fine, it should be solid blue, but no worries. We are going to properly set up your link sys router. That could be the reason why your smart TV is unable to connect or unable to have internet connection. So, I'll just wait for your receipt so that I can update your warranty here. then we can start troubleshooting it. Okay. No problem. Welcome. All right, so can you show me that receipt, please? Oh, the password and the login? The PIN, okay. Okay, now we're making some progress. Alright.
15:00
Speaker 1
[silence] Okay. All right. No, it's loading. Almost there. It's loaded super, super slow. I'm sorry about this. I'm going to check deliveries. No. thanks. Please ignore it. Okay. Now, let me see if you can hear me. um You want me to do the view order details? So, oh, okay. I got you. Okay. Okay, now, I'm gonna go back to my email and send it.
16:00
Speaker 2
Yes, make sure to have the, um, showing the, I mean, the date of purchase, the description of the device and the amount.
19:00
Speaker 1
And the color is like a fuchsia color. I don't know if it's pink or like a light purple on a box. Okay. Okay, I just sent the email
20:00
Speaker 2
That's actually a... okay, actually, it's normal. It's a setup mode color light indicator, so we'll do our best to set it up. Let me check it here. Alright. Let me refresh the stem here.
20:00
Speaker 1
I just think it. OK, I just sent another one because I sent you without a, OK. [silence] [silence] [silence]
21:00
Speaker 2
it seems that there's no attachment upon your reply here all right. Yes, please. Thank you. All right. Thank you. All right. I think I got it here. All right. So we can now start with the troubleshooting on your linksys router. We will give it a fresh start. We will reset it first. [silence]
21:00
Speaker 1
Okay, I'm fine. I'm ready. [silence] Okay, it's off. I pressed it. It's red. Okay, it's blue now.
22:00
Speaker 2
And let me know when you're ready with the reset. All right, for the reset process, you're going to press and hold the red reset button at the back of the router, and while you're pressing it, you need to observe the light in front. It will go through blinking red, light will go off, and once it shows a blue light, release the reset button. So keep pressing until light goes off. Wait for the blue light and release. Let's keep pressing still. It's waiting for blue light.
22:00
Speaker 1
[silence] uh-uh. is abuse.[silence] okay. Yes ma'am it's blinking. It's kind of green and blue. We still blink.
23:00
Speaker 2
All right, release a reset. Okay, that's great. And next, let's wait for the magenta or purple light or pink light. So let's give it one to two minutes. All right. And is it blinking still under outdoor? Okay.
23:00
Speaker 1
Yeah. Yes, ma'am. No, it's still blinking. I'll let you know when it stop blinking. Okay. It has stopped blinking. Now it's back to a purple-ish, pinkish color.
24:00
Speaker 2
Okay. It's, still configuring itself so let's give it a minute or two more. All right it's now steady pink purple light. Okay so go All right thank you. Yes please. All right it's ready to set up again. So we're going to set it up using five press method. Five press is you're going to click the reset five times. Do not pretty.
24:00
Speaker 1
okay, so tap, tap, tap five times. okay. Okay. 1, 2, 3, 4, 5. all right, I just pressed it five times. It's still uh the purple pink like color. It's not blinking. It's solid. Okay, I'm doing it again.
25:00
Speaker 2
Something and hold just click it five times. Yes. the reset button. All right. Is the light going blinking now or flashing purple or pink? And is it solid or blinking pink purple? So solid, let let's try again five press, click the reset button, five times. Okay, yes, please.
25:00
Speaker 1
I am Joe Blinking.
26:00
Speaker 2
Okay, it's now blinking red, which indicates it's now configuring itself. So let's wait for it to go to a solid steady blue light. So we'll give it again two to three minutes. All right.
26:00
Speaker 1
Yeah, we got internet is fluffing in there. All right. It has stopped blinking. It is blue. Yeah. Um. Yes, sir. Let me get a pen, any paper.
27:00
Speaker 2
Okay, it's still configuring and just to make sure at the back of the the Linksys router where it says internet or the yellow port is that where your modem connected to, right using an ethernet cable? Okay, got it. Solid blue. All right. So it's now configured in. online, so we're going to test the Wi-Fi from the router. By the way, the router right now is using the default which is I mean your Wi-Fi name and Wi-Fi password can be found at the bottom of the router. Would you like to change that Wi-Fi name and password or you'd like to use the one that's at the bottom? You would like to change it.
27:00
Speaker 1
Yeah, because that password very hard. Okay. Yes, ma'am, I want to change it. No, ma'am, I don't have a computer. I have my phone. It would have to be done on the computer. No, ma'am. Okay.
28:00
Speaker 2
[ silence ] [ silence ] right OK yes please get your WiFi password will use it later when try connecting your smart TV hust am right OK so do you have a computer that we can use to access the router settings that's where we can change to WiFi name and WiFi password? How about an iPad or tablet? OK um on your smartphone let's try open WiFi and look for the WiFi name: [silence] Len Sest app. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] alright then select it [ silence ] [ silence ] [ silence ]
28:00
Speaker 1
it's like connected because I was already connected to it okay okay play store okay now what's the name of it ma'am okay linksys smart wi fi app okay alright so let me install it is it the one with the wi fi box [silence]
29:00
Speaker 2
Oh, I see. I got it. Let's go to your place or app store. We're going to download the Linksys Smart WiFi app. You can search Linksys Smart WiFi. L-I-N-K-S-Y-S. Linksys Smart WiFi. Linksys Smart WiFi app. Yes. Get it. Okay. Yeah. Yes. uh, the logo with the L. The letter L logo. yeah. All right, and let me know once you have it. Let's open it. Yes, please, enable. Okay. Okay.
29:00
Speaker 1
Okay, so I'm doing a. Greatest, I will move to. Okay, that's, all right. That was it. Okay, thank you. Do you have a question? You too. It says it's connected. Okay. Okay. It say connected. yes, ma'am. It say name your Wi-Fi, pick something memorable. okay. All right, I'm going.
31:00
Speaker 2
Alright how is it is it okay and let's go next open the you know the Linksys app and let me know what it says on the Linksys app next if it's asking you to connect to a access point okay is there a next button all right yes please and we can now customize the wi-fi name and wi-fi password of your Linksys router yeah please
31:00
Speaker 1
now it's gonna be [silence] should it have to be capitalized lowercase or it don't matter [silence] okay okay i right now i'm putting in the password
32:00
Speaker 2
It doesn't matter as long as it has eight characters. It can have combinations of letters and numbers. Okay.
32:00
Speaker 1
Bill it was how long does he can start and or in with with a space okay okay say right right I'm on next continue now telling me to log in so I got a yeah okay okay skip for now right I just get it create your router password
33:00
Speaker 2
[silence] [silence] once it uh you're done then it went to next page all right mm-hmm yes is it a part that uh we can skip that part let's skip that okay
33:00
Speaker 1
uh huh. okay. okay. and a special character. okay. and we're here. next. Okay. I'm on the next screen. I just selected.
34:00
Speaker 2
So it's asking to create a router password, right? Okay, let's create a router password.
34:00
Speaker 1
So, figuring your Wi-Fi. This could take a minute. That's a taste to go on. It is almost through loading. Almost there.
35:00
Speaker 2
Yes. And I know what it says on that screen. All right. Okay, so it's now saving your Wi-Fi information and the password. So let's wait now for the next screen configuring. Okay. Thank you.
35:00
Speaker 1
Okay. It says T. Johnson 91 is correct I mean you know it's step one go to yourNein. Okay. I am . Okay the password now. One second. It says connect. Then you do the ID. Okay.
36:00
Speaker 2
Okay, so. Okay, it's letting you connect to the new Wi-Fi. So, let's open Wi-Fi on your smartphone, look for the Wi-Fi name you've created and connect to it. Okay. Uh-huh.
36:00
Speaker 1
Okay. Next. All right. Looking for Child nots. Keep your, keep your phone in the set of a. Next. Okay. It said help us help you. Automatic sending error report. Sending. Yep. Next. Now it's saying to March 19 is ready. Uh connect your devices to your new Wi-Fi. Yes ma'am. Uh huh. I just checked it. We'll, just click it. Okay. So getting the router settings is starting. I'm on the
37:00
Speaker 2
connected, let's go back to the Linksys app and we'll finish the setup. All right. since you don't have child. Is there a part where where we can skip that? Let's skip that part for now. All right. Yes. All right, is there a go to dashboard button? Click that. Okay. Okay. And let me know once it's okay. Get their all their settings. And we're waiting for the main dashboard.
37:00
Speaker 1
main dashboard, okay, I'm getting onto the TV now so I can, uh, do it, I'm going to sit one second, okay, set up connections wireless, okay, okay,
38:00
Speaker 2
All right, that's great. So we're able to configure properly your routers. So we can now test and connect your smart TV to your Wi-Fi name that you have created. okay, all right Yvonne Please okay [silence]
38:00
Speaker 1
Okay, It says two devices connected, So I guess it's my phone, Okay, so my TV is connected. Okay, so it's got to basically shut down my TV, Yes, ma'am, I'm going to my other TV in a living room now, Who can make it? I'm connecting,
40:00
Speaker 2
OK. all right. just to make sure. OK. is the smart TV showing no connection. Uh-huh. OK. mm-hmm.
40:00
Speaker 1
the other thing we try to see this works to the white set up on my other TV okay okay all right yes working Oh I got one more TV then it this should be everything [silence]
41:00
Speaker 2
Okay.
41:00
Speaker 1
Okay there's 12. Okay on my other TV, gonna set up the connection. something like a citizens network Open it like this. almost done there. I'm doing the last one now, man. thank you. [silence] almost done there. I'm doing the last one now, man.
42:00
Speaker 2
How is it? Is it all year devices for TV? You quite able to connect. Okay, all right. No worries.
43:00
Speaker 1
So why I'm doing this, uh, I got you on the phone. So anytime that the light is, uh, not blue, that mean it's not working and I need to call. Okay. [silence] So the, the reason why the internet wasn't workin' because they I had to call and set it up through you guys
44:00
Speaker 2
Yes. In the future in, the event that the router is showing a red light, try to power cycle it first, a turn it off and on, since red means it's offline, O internet. And avoid pressing the reset button if it goes red, you can try power cycle it turn off and turn on as well the modem from your internet service provider so that it can get O internet from it. All right? Yes, you need to.
44:00
Speaker 1
Oh, okay. [silence] All right, okay. Yes, ma'am. All of my TVs are connected. [silence] Uh, no, ma'am, just to make sure you said if it's not blue, that means it's not working correctly, so I can uh unplug it and plug it back up to avoid doing a reset. Okay. Well that's it. Thank you so much. [silence] Thank you too for your patience. Have a good day. Bye. [silence]
45:00
Speaker 2
All right. That's correct. Success. And is there anything else that I can assist you with? Links? Links? Yes, that is all. All right. You're most welcome. Thank you for your time and patience with this. This is once again, Raquel. Thank you for calling Lincis and have a wonderful night. Thank you. Take good care. Bye-bye.
45:00