V2 Rubric Detail — 054551d0-73dc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:00
Duration
11m 29s
Contact
Mariah Barr
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jhon Jobert Zambrano
HappyFox Case
#LTS00059619
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes got disconnected

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication1.25/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall35.1% (+9.1)

V2 Grader Summary

The agent identified the router's symptom and offered basic power‑cycle steps, but failed to perform thorough diagnostics, use appropriate tools, or provide accurate LED guidance. No resolution was achieved, ownership and follow‑up were weak, and empathy was lacking. The call ended without a clear outcome, resulting in a partial resolution classification.

V1 Case Analysis

Customer reported solid blue LED but no internet. Agent incorrectly described LED behavior, did not check WAN connection or modem, failed to collect model number, and prematurely offered paid support. Issue unresolved.

Troubleshooting Steps
  • Asked about LED status
  • Asked if Wi-Fi SSID is visible
  • Advised power-cycle (unplug router briefly and replug)
Key Observations
  • Agent never collected the router model number, which is a critical protocol failure for product-specific support.
  • Agent provided factually incorrect LED interpretation: claimed blinking orange means offline, but per KB (ax_maxstream_wifi_connectivity.md), MR series uses solid red for no internet and blinking red for disconnection — orange is not used for front LED.
  • No verification of WAN port LED or modem status was performed, violating basic WAN troubleshooting protocol.
  • Agent incorrectly assumed out-of-warranty status without performing a warranty lookup; stated it as fact without evidence.
  • Prematurely offered paid support before any meaningful troubleshooting, which is a serious protocol and resolution failure.
  • Failed to follow logical troubleshooting flow: did not confirm modem status, did not check physical connections, skipped power cycle sequence (modem first, then router).
  • Did not confirm whether Wi-Fi network was connecting or just visible — customer reported 'unable to join', which indicates deeper issue than signal presence.
Positive Highlights
  • Attempted to confirm Wi-Fi network visibility, which is a relevant step for connectivity issues.
  • Provided a basic power-cycle instruction, which is a valid first step when properly contextualized.
Agent Errors / Gaps
  • Missing model number collection
  • Provided inaccurate LED interpretation (blinking orange for offline status)
  • Did not verify WAN connection or modem status
  • Assumed out-of-warranty status without verification
  • Prematurely offered paid-support without exhausting free troubleshooting
  • Skipped critical power cycle sequence (modem should be power cycled first)
  • Failed to diagnose actual symptom — customer cannot join Wi-Fi network, not just lack of internet

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was working; only suggested power-cycle and offered paid support.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED status and Wi‑Fi name, then suggested unplug‑replug, but did not verify WAN link or run deeper diagnostics.
R3 Met Correct resolution path conf 90%
Agent recognized the device was out of warranty and provided best‑effort troubleshooting plus a paid‑support option.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (blue light, no internet) and asked a few questions, but did not isolate root cause.
T2 Not Met Appropriate tools / resources used conf 85%
No use of router admin UI, modem checks, or other diagnostic tools that would be appropriate for a no‑internet issue.
T3 Not Met No misinformation conf 100%
Agent stated the internet LED is 'blinking orange' when offline. Per ax_maxstream_wifi_connectivity.md, offline/no internet states are indicated by Red (solid or blinking) or Yellow (solid), not orange. This is a material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never set clear expectations, gave long unstructured prompts, and ended the call abruptly.
C2 Partially Met Confirmed understanding conf 75%
Used simple language but failed to confirm customer understanding and repeated unclear instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and offered troubleshooting, but quickly disengaged citing out‑of‑warranty status and did not follow through.
O2 Not Met Proactive follow-through conf 90%
No concrete next‑step timeline or follow‑up commitment was given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate; the issue could be handled at L1 with the steps offered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed little empathy, repeatedly said they could not stay on the line, and sounded dismissive.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer's confusion and fatigue.
X3 Not Met Overall experience conf 90%
Customer had to repeat information multiple times; agent did not streamline the process or reduce friction.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] Hello. this is Mariah Stewart and my router doesn't work anymore, according to myaccording to spectrum.
00:00
Speaker 2
Welcome to Lynxus 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.Lynxus.com. Please have your device serial number ready For assistance, press one now. For out of warranty products, paid support, 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. [silence] Singapore. This is Mew Kannael.
00:00
Speaker 1
SERIAL NUMBER IS T37A10M27C030... 204. Yeah, I think that's the right one. I'm reading it. I don't remember. My brother did it for me. 2020 22 I'm sure because I'm I'm 81 and I have no
01:00
Speaker 2
I see. What router is that? Can I have the serial number? I'm going to see. Is it 37 Alpha 10 Mike 27 Charlie 03 204? Okay. Yeah, I was able to pull up some information here, which means the serial number you provided is valid. And correct me if I'm wrong, it also shows here that this device was purchased year 2022. Is that correct? Yeah. Okay.
01:00
Speaker 1
It's spectrum capability. It has the blue light, so that's why I thought it should be working, but spectrum did the test on their equipment, which has two blue lights and the router doesn't, the router has a blue light, but doesn't seem to work. Is what they said. So where is the blinking? return to the normal [silence]
02:00
Speaker 2
Regarding the replacement, ma'am, this is only eligible for one year warranty for technical assistance and yeah, for replacement as well. And is it like it's completely off dead, like, no lights? Or you can still see lights on it. Uh-huh. Just check the light indicators, for power, that should be steady, blue, and then for the internet lead, uh, blinking orange. Is that what the
02:00
Speaker 1
the blinking orange is where? [silence]
03:00
Speaker 2
That's the light indicator and the online LED. That will be that's blinking orange when it's offline. The power lead should always be solid blue, even with or with even without Internet, it will still have a steady blue light for power. Is it steady blue now? It should be both solid blue. The light indicator should be all solid blue. That only means that it's working if both.
03:00
Speaker 1
Okay, but the router isn't working. It's blue, but it says, but it's not working. Okay, so I see a blue light at the top, and then there's a round symbol with a line, a vertical line through it, and then underneath that there's a word internet. Um, I don't know what you're asking really.
04:00
Speaker 2
i mean, the its wifi name broadcasting Can yeah still see it on the Wi-Fi list? Uh you need to check your Wi-Fi list. Like go to the settings [silence] check [silence] the Wi-Fi there, can you still see it
04:00
Speaker 1
[KEEP_UNCERTAIN] I did. I did all that yesterday. I did all that yesterday with spectrum. Let me go to my, my, my, my, my. Wait a minute. Okay. So what am I, what am I looking for? I go to.
05:00
Speaker 2
Dale, Lee, go to Wi-Fi and check. Can you still see the Linksys Wi-Fi? Can you still see the Wi-Fi network still broadcasting? And if you can still see the Linksys Wi-Fi, what is the name of the Wi-Fi? Okay. You need to check for still broadcasting the Wi-Fi. So go to the settings of your phone and then go to Wi-Fi, check there and see if you can still see the Wi-Fi network that you usually used to have when it was working, when the router... Then, what brand of the router and who is running your internet service provider? You told me, made it rented or a router then was given by the internet service provider. The model is already from.
05:00
Speaker 1
I have it on right now, um, and it says the Wi-Fi is not connected. My own or the spectrum mobile or? [silence] Yes. It's, it's small, small letters, R-E-E-L um capital K, small W-I-K. [silence] Yes. [silence] It's there.
06:00
Speaker 2
uh, your lynxest Wi fi what was the wifi name when this router was still working can you remember what was the wifi name for this okay okay can you see it right now as part of the wye fi list? or it's not there uh okay when you connect to it what happens was the the staff or
06:00
Speaker 1
So, I [silence] said, uh, uh, okay, so what [silence] do I prep? My internet, select my [NIMS?] okay, I pushed it and then I say join, join. Okay. [silence]
07:00
Speaker 2
There's no internet. Connected, what's the status, try to Connect now then check if it will just show that it's connected, having a checkmark or because if it's having no internet the status will be immediately uh it will immediately inform you that the Wi-Fi you're connected to is offline, no internet. Okay, you have to select yeah your Wi-Fi select that. Check the status. Yes tap join
07:00
Speaker 1
It's just going around. It says, unable to join the network real quick. The network is operating on Wi-Fi channels in use by several other nearby networks. Restarting your wireless may allow it to automatically choose the best channel to use and may resolve the problem. How do I do that? From power. Unplug. Okay. So... I don't know. I like that.
08:00
Speaker 2
many. Okay, and you're already restarted this router. You just need to unplug and, yeah, unplug replug from the power outlet. Yes. Like turning it off for a couple of seconds and then turning it back on. Mm-hmm.
08:00
Speaker 1
Yellow. Yellow is... I don't know where the power is. Oh, wow. So the the the router has a different power system. It seems to be connected to the wi-fi. But I don't see where the power... wait a minute. Oh here. Oh, it's a small black cord. Okay, I'll unplug that. So...
09:00
Speaker 2
yeah, just restart it and then try to connect again to the Wi-Fi after. Those are the troubleshooting that I can recommend, ma'am. Your router is already out of warranty, but I am just providing you right now a suggestion recommendation I mean on what you can do regarding your linksys router's issue
09:00
Speaker 1
[KEEP_UNCERTAIN] Okay. I unplugged that, how do I, How long do I leave it unplugged? Okay. Okay. Okay, I can't. Sorry, I have a headache. I just, I can't concentrate. What are you saying? So you're saying you can't help me? Are you saying you cannot help me?
10:00
Speaker 2
If you want me to, You can just turn it back on now. Yeah. Uh, ma'am, I cannot stay longer on the line since your device is out of warranty. So after that router uh, completely restore it, just, but don't worry, I did not charge you anything right now. I just uh, provided Yeah. So, Pardon? Yeah, because your device is out of warranty. What I just uh, informed you about is just uh, the probably troubleshooting
10:00
Speaker 1
Okay. I don't know. Okay. I'm sorry. I I just I I can't concentrate right now. Okay, thank you.
11:00
Speaker 2
![speech] but if ever you can't still connect, then you can try the reset and reconfigure your linksys device. If you want me to stay in the line, we have behold connect option. That's $15 only for one-time troubleshooting that will last for an hour.
11:00