V2 Rubric Detail — 03495dc8-6332-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:03
Duration
32m 0s
Contact
Carolyn Ohearn
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00132549
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_No internet connection
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+13.6)

V2 Grader Summary

The agent correctly diagnosed a WAN disconnection indicated by a solid red LED, guided the customer through a full modem-and-router power cycle, and confirmed restoration when the router turned solid white. All troubleshooting steps were appropriate and effective, the issue was fully resolved on the call, and the agent maintained clear communication and ownership throughout. No escalation was needed.

V1 Case Analysis

Router showed solid red LED and no internet after 4-day outage. Performed modem and router power-cycle (modem first), restored connectivity. Parent and child nodes now solid white.

Troubleshooting Steps
  • Collected basic contact information and model number (X6200).
  • Guided customer through proper sequence reboot: modem first, then router.
  • Advised waiting periods for each device to fully boot.
  • Verified internet connectivity on laptop and TV.
  • Checked status LEDs on parent and child nodes.
Key Observations
  • Agent correctly interpreted solid red LED as WAN connectivity loss.
  • Guided proper power-cycle sequence: modem first, then router.
  • Confirmed resolution by verifying internet access on client devices (laptop, TV).
  • Agent did not collect serial number or create a HappyFox case.
  • Multiple long silences and unclear phrasing during reboot instructions.
  • Customer confirmed child nodes eventually returned to solid white.
Positive Highlights
  • Correctly diagnosed solid red LED as WAN connectivity issue.
  • Guided effective power-cycle procedure with proper sequence.
  • Confirmed resolution by verifying internet access on multiple client devices.
  • Provided useful post-resolution advice: reboot modem first in future outages.
  • Technical advice was fully consistent with Linksys KB guidance for WAN connectivity issues.
Agent Errors / Gaps
  • Failed to collect serial number despite prompting.
  • Did not create or reference a HappyFox case.
  • Unclear instructions during modem reboot phase; repeated 'turn on' without confirming cable reconnection.
  • Did not confirm whether the modem was properly connected via Ethernet to the router before powering on.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms resolution: 'we reconnected back to the network… we’re all good now,' and customer verifies internet access on devices.
R2 Met Diagnostic thoroughness conf 97%
Agent performs a full diagnostic sequence: checks LED states, conducts a proper modem-and-router power cycle, and validates connectivity via customer feedback.
R3 Met Correct resolution path conf 96%
Agent correctly identifies WAN loss as the root cause and applies a standard, effective fix without misclassifying the issue or dismissing out-of-warranty concerns.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies solid red LED as symptom, asks about modem lights and Wi-Fi status, and logically concludes loss of WAN connection.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; agent appropriately uses standard troubleshooting (LED observation, power cycle) that matches the issue severity.
T3 Met No misinformation conf 98%
Agent accurately explains LED meanings (solid red = no internet, solid white = connected) and corrects the sequence by including modem reboot.
Communication
C1 Met Clear & professional language conf 96%
Agent sets expectations, uses a timer to guide timing, maintains control through transitions, and keeps focus on troubleshooting steps.
C2 Met Confirmed understanding conf 95%
Agent uses simple language, confirms understanding ('Is it still flashing or solid?'), and adapts to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent collects full contact and device info, stays on call, and resolves the issue without transferring or abandoning ownership.
O2 Met Proactive follow-through conf 96%
Agent provides clear next steps (reboot modem first, then router), confirms resolution, and offers future guidance before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved on call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue resolved on call.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent is professional but does not explicitly acknowledge customer frustration or effort; empathy is present but generic.
X2 Met Tone & rapport conf 95%
Agent matches customer’s slower pace, repeats instructions, and checks comprehension during key steps like LED observation.
X3 Met Overall experience conf 96%
Agent avoids unnecessary repetition, performs all actions collaboratively, and minimizes customer effort during reboot process.
Call Transcript56 turns · 59 lines
Speaker 1
Thank you for watching the C-Watch.
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on piece of hardware. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. Phone ringing Hi, thank you for calling Linksys. My name is Clark. How can I help you?
00:00
Speaker 1
Router. Wondering if you can help me. Okay, so we were out of town for about four days, came home and the router was not working. Well, I thought it was the internet, so I called the internet and they could, um, ping the modem and so the issue was not on their end. And the router light was red. So, I unplugged it, plugged it back in, the light turned blue, solid blue, then it was like a flashing blue and then it went white and then it went red and we have two child nubs. in different parts of the house. Um, so I left it [silence].
01:00
Speaker 2
Um, yeah, definitely we can, but can you tell me what is happening right now with your Linksys router? Uh-huh. Go ahead Okay Got it. Thank you so much for that. Uh May I ask? If your Wi-Fi network is still showing as an available network, you can still connect to your Wi-Fi, right? And it's showing as an available one, right?
01:00
Speaker 1
That's working and spectrum can ping it and see that it's Okay. It's the router. Um, yes, I can see the network name is Carolyn five and I can see Carolyn five. Um, but underneath it, it says, hang on, I'll pick it up, uh, no internet connection in like orange.
03:00
Speaker 2
Okay. Okay. All right. So, so, thank you so much for the information, but, uh, my question is, um, if you're going to open your, if you're going to use your phone and go to your, uh, Wi-fi, um, your Wi-fi network or Wi-fi is still showing as an available network, and you can still connect to that but shows no internet. Is that right? [silence] Okay. Okay. By any chance, do you see an available [silence]
03:00
Speaker 1
Um... My network. Other, it's little. It's not. Is that listing? Uh, Carolyn. C-A-R-O-L-L-Y-N. Last name O'Hearn. O-H.
04:00
Speaker 2
mobile network name underscore velop setup or links to setup? No network name? Okay, it's not listed. All right, got it. Thank you so much for that. So, yeah, we can actually do like a troubleshooting right now in order for us to check where is the issue coming from. But in order for me to better assist you, then I might need to gather some information first in order for me to create a ticket on our system. Um, can I have your first and last name? [silence]
04:00
Speaker 1
EAR Peaches6 3 0 6 0 2 7 5. [silence] Okay, great. Sure. It's Carolyn. C-A-R-O-L-Y-N dot Earner. O-H-E-R-N at Gmail.
05:00
Speaker 2
All right, thank you so much for that, Carolyn Can you also provide to me your phone number? All right, let me verify that one. [silence] 630-346-4662. Is that right? All right, in case our call gets disconnected, I'll be using this phone number so that I can give you a call back right away. All right, all right, can I have also your email address, Carolyn? All right, thank you so much for that. So, next thing that we need to do is to schedule your next appointment. Was it basically sideways, Carolyn?
05:00
Speaker 1
Five, 8810. m like Mary, 265. Like David, 08605. m like Mary, X6200 Spectrum.
06:00
Speaker 2
All right, I need to gather the information of your Linksys router, the, like, the, parent node. Can I have like serial number of that node, please? off? All right. And, what is the model number of this router? Uh huh. All right. Perfect. Thank you so much. And, lastly, who's your Internet service provider? Spectrum. Spectrum, okay. All right. Thank you so much for that information, sir, thank you so much.
06:00
Speaker 1
Okay. Okay. Okay. Okay, it's unplugged. Both are unplugged. Okay. Sure.
07:00
Speaker 2
then mason then here's a thing right now Carolyn solid red is means the router is not getting any internet connection at all okay um it means a lost connection and something like that reason for the router shows solid red so what we need to do right now is we will do like a proper sequence reboot um in order for the router to connect to the modem so what we need to do is can we unplug both from the power the modem and the parent nodes can we do that um alright so let's wait for about a couple of minutes probably um two minutes I'll set a timer here and I'll let you know uh which device to be plugged in okay
07:00
Speaker 1
Oh, the model number of the spectrum modem. Uh, where? Let me, let me see if I can. Uh, okay, hang on. Let me, I am, it.
08:00
Speaker 2
Uh Molly Janet is is is is in demand spectrum. model number modem algo goo? We goo? usually it's at the back or the bottom or in front of it, something like that. Usually it's at the back or attach on a sticker. Usually it starts with letter E and something like that or like E and or something if it's from spectrum. Yeah, that's right.
08:00
Speaker 1
One sec. Hang on, I need to get a hangy on. Holy cow. It's hanging on the wall and the letters, yeah, it just does, sorry, I'm old. And the letters are really tiny. Yeah. Yeah, I can't see that.
09:00
Speaker 2
uh- oh, if you can, if you can, if you cannot like check the model number of the modem, then that's fine, um, Carolyn. Yeah, that's fine, no need, no need to, to worry, thank you so much for that.
09:00
Speaker 1
are you there? yeah okay the modem okay okay the modems and okay yeah it's the modem isn't doing anything.
10:00
Speaker 2
all right, so I believe the two minute timer is up right now, so can we turn on first? Um, yes. Can you hear me fine? Okay. Then we turn on first the modem from the power, alright. And let's wait until the modem is fully bolted up, all all lights in front of it should lit up and turn solid, okay?
10:00
Speaker 1
Yeah, the modem doesn't appear to be doing. Um, none. Hang on. There's nothing. The lights went off on the modem. Thank you. Okay.
11:00
Speaker 2
How many- how many light- how many LED indicators in front of it right now? on the modem? Is there- is there- is there like a labeled like online, internet, something like that? Or there's none? Yeah, sure. Okay. So probably let's wait for a couple of minutes. Just to- for us to check and see if the modem will um shows any lights after- after probably two to three minutes, okay? [silence]
11:00
Speaker 1
Yeah, there were lights on when you first, yeah, but now, it doesn't appear there are any lights on the spectrum modem. Now, I'm sorry. Um, so I I unplugged it and plugged in another one and I waited because we had another modem just like pouvoir.
12:00
Speaker 2
Okay. We already plugged in the modem, right? We plugged in the modem, right? From the power outlet, to the power outlet. Uh-huh. And did you plug it back in? mhm. in front of it? okay. let's wait for that one okay just wait for a couple of minutes. so. no no. no need to. let's just wait for a couple of minutes then. okay.
12:00
Speaker 1
We've had at the end of June, so at the end of June, it'll be two years. We have not had one issue since. We've had issues with sex, but not the router. And we were out of town, the TV was on. Matter of fact, that's the last thing I did when I walked out to leave, was shut the TV off. And we got home and nothing. So, over the course of those four days. No, nothing. How do I turn that on? [silence]
14:00
Speaker 2
Got it. Just today. Oh got it. So still no light or LED indicator on the modem. All right how about this one? Can we turn on the link sys router?
14:00
Speaker 1
It's all disconnected right now and it says on the bottom it says it's on. but Yes, both the internet and the power from the spectrum box. Yes. Susan says there's nothing connected. Okay. Okay.
15:00
Speaker 2
did you... yeah. okay. oh, okay. did you did you unplug the cable? okay. oh, so you disconnected the the cable connected to the modem? uh, the modem. yeah. did you oh, okay. can we can we connect back first the cable to the lynx's router and after the cable is connected let's turn it on like plug the cable uh, plug the power cable.
15:00
Speaker 1
and it's blue light on top, solid blue. And now the light. . there's a green light and a yellow light on the modem. Okay. Still solid blue. Oh, now it's flashing blue. On Linksys. Okay. Okay. On the spectrum, modem, uh, it's a solid green light and kind of a flashing orangey yellow.
16:00
Speaker 2
okay... okay... the router is loading up so let's just wait until it's fully booted up probably around like three to four minutes okay thank you
16:00
Speaker 1
back where the cable is connected. And the link sys blue light is now flashing. And now it went white. The Lynx Sys light is white and now it's red. Wow. I think it's flashing.
17:00
Speaker 2
Is it in front in front of the modem or is it at the back where the the cable is also connected? okay, alright okay. All right, um how about this one, um Carolyn. Do we have like a computer or a laptop that is available right now?
17:00
Speaker 1
You. Let me. Let me see. It's got. Let me see if it's got. What? Like, that. No. No. connect my laptop to the Wi-Fi.
18:00
Speaker 2
Okay. Um, does your computer or laptop do have the same port at the back of your Links router? [silence] Does it have like that port or none? Like the ethernet port? Okay, got it. So, I see. Got it. Thank you so much for that. So, here's the thing that we need to do right now. We might need to, uh, check and see the settings of your Links router. So, using your laptop, can we try to connect that one to your Wi-Fi?
18:00
Speaker 1
OK one sec. Yeah, so, sorry. My, the modem and the router are hanging on a wall. So it's not like at a desk. Let me look. Ports on the modem. Um.
19:00
Speaker 2
Yes. Only one.
19:00
Speaker 1
Yes, only, only one. Okay, On my laptop, I can get to I can get to Gmail. Okay,
20:00
Speaker 2
Voice phone . Yeah . That's right. So let's connect your . Just let me know once connected okay ? you can ?
20:00
Speaker 1
Yeah, that's what I'm doing. Let me check. I can get to a newspaper. Um, I. Um, let me check. YouTube. Yep, I'm in YouTube. The the what? What? Oh, okay. Let me look. No, it's white.
21:00
Speaker 2
uh. all right. can we try to double check the light on top of your power node? uh. the the light on top of the power node. is it still solid red? okay. so if it's white.
21:00
Speaker 1
what color is it's supposed to be? oh okay um hang on one second let me look at my settings okay so my network two and five is up and there's not a message underneath like there was
22:00
Speaker 2
It means it's already connected to the internet. Solid white means it's connected to the internet, so it's working now. And then we need to check.
22:00
Speaker 1
Okay. Okay. All right. I'm on my phone. I can see Carolyn's size. Okay. Okay. Okay. Now what? The child known? Okay. Okay. All right. Hang on. Those are upstairs.
23:00
Speaker 2
Mm-hmm. Mm-hmm. We need to check the other node that you have. Like the child nodes.
23:00
Speaker 1
goes it's the it's one of them is white and this one is red it's flash it's flashing is
24:00
Speaker 2
Okay. Flashing or solid? Okay. It's still probably trying to connect. So just give it a couple of minutes.
24:00
Speaker 1
Okay. Okay. Blue. Solid blue. Oh, kind of a flashing blue. Okay. [silence] Okay.
25:00
Speaker 2
Can try to reboot that one. Also, unplug and replug it. Uh-huh. Uh-huh. All right. Still booting up and still connecting. Eventually, it will turn to solid white. Alright, still sessioning, right? Okay.
25:00
Speaker 1
OK. yeah, it's still flashing blue. OK.
27:00
Speaker 2
all right, if the channel blue turn to solid white, you can actually try to check further your uh other devices, and then if there's if they're still connected to your Wi-Fi and net connection is working, then we are good to go. Okay? Uh-huh. I believe it's still um connecting. So let's just wait for a while.
27:00
Speaker 1
It's white. Yeah, let me go, let me go back downstairs and see if I can turn the TV on.
28:00
Speaker 2
All right, so if it's white, then then I believe we got reconnected back, the parent and the child.
28:00
Speaker 1
one sec are you there Okay. Okay let's see what this is gonna do. All right. I can get in. Yeah. [silence]
30:00
Speaker 2
Mhm. Yep. Alright, great. That's good to hear, then. So it means that we reconnected back to the network, so, um, so if this scenario will happen again, um, Carolyn, what you just really need to do is you need also to include the modem to reboot, okay? Because the modem is really the main source of the connection. So probably, like, for the past few days that you're not, uh, at your house, like, um, the spectrum connections may be[silence] So when you don't use your home internet, it's possible that Spectrum internet connection decreased because there's no regular internet redundant.
30:00
Speaker 1
Okay. Okay. All right. Well thank you. Yeah, thank you. Not unless you have winning lottery numbers. Okay. Thank you so much. You have a good day. Okay. Yes, thank you.
31:00
Speaker 2
They did some updates on the connection, and that's usually typically one of the reason why, um, Linksys router or any router will really lose the connection because it won't auto-connect. Because it already loses the connection. So a simple sequence reboot from the modem is really like a big resolution for this one in order for the router to get connected back to the internet, okay? All right. So, I believe we're all good now. Is there anything else I can help you with? Um, I do have, uh, just kidding. Thank you so much. So, if you need further assistance, you can always give us a call back, okay? Have a good one. Take care and goodbye. Bye-bye. [silence]
31:00