V2 Rubric Detail — 0698128c-7938-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:41
Duration
11m 47s
Contact
226-345-6715
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-11.4)

V2 Grader Summary

The agent failed to follow the mandatory diagnostic sequence in universal_isp_modem_diagnostics.md, skipping the modem-direct test and jumping to a factory reset. Communication was poor, leading the customer to disengage due to confusion, and the call ended without any resolution or concrete next steps.

V1 Case Analysis

Customer experiencing streaming issues after ISP modem swap. Agent did not verify ISP gateway mode (bridge/DMZ) or perform basic diagnostics. Suggested full mesh reset without clear instructions. Call ended with vague callback offer; no resolution achieved.

Troubleshooting Steps
  • Asked number of routers/nodes (5 nodes confirmed)
  • Confirmed solid blue lights on nodes
  • Suggested a full reset and reconfiguration of the mesh system using the same SSID/password
Key Observations
  • Agent failed to collect model number, serial number, or warranty status — critical protocol failure for product support.
  • No diagnostic steps were performed (e.g., no direct modem test, no bridge/DMZ mode verification, no power-cycle guidance), violating standard troubleshooting flow for ISP modem changes.
  • Agent suggested a factory reset without confirming the issue or providing clear instructions (e.g., 10-second press), leading to customer confusion and disengagement.
  • Call ended with only a generic callback offer and no scheduled time, self-help links, or next steps — operational failure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect required product identification (model/serial) — critical protocol violation.
  • Did not perform any diagnostic steps (e.g., no direct modem test, no bridge/DMZ mode verification, no power-cycle sequence) — violates standard troubleshooting protocol for ISP modem changes.
  • Suggested a factory reset without first attempting basic fixes (e.g., power-cycling, checking ISP gateway settings) — premature and inefficient.
  • Provided no clear reset instructions (e.g., 10-second press) and did not confirm customer understanding — incomplete technical guidance.
  • Lost call control and allowed the call to end with only a vague callback offer — failure to manage operational closure.
  • Did not provide any self-help resources (KB articles, URLs) or schedule a specific callback time — left customer without a valid next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any confirmed outcome; customer ended call frustrated and without actionable resolution.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent asked about number of nodes and LED status, and identified the timing of the issue (after modem replacement), suggesting a diagnostic direction toward configuration mismatch, though no structured troubleshooting followed.
R3 Partially Met Correct resolution path conf 89%
Agent suggested a factory reset and reconfiguration, which aligns with best-effort troubleshooting for post-modem-replacement issues, but did not confirm necessity or guide through it, leaving path incomplete.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply a logical diagnostic process. Per universal_isp_modem_diagnostics.md, the agent should have first tested the connection directly at the modem to isolate the ISP/modem from the router. Instead, the agent jumped straight to suggesting a full factory reset of the mesh system without verifying WAN status or modem functionality.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote access, speed test, router status check); agent relied solely on customer description despite a complex setup requiring verification.
T3 Partially Met No misinformation conf 86%
The suggestion to reset and reconfigure is a valid general step for new modem setups, but the agent's explanation regarding 'deleting information from the old modem' is vague and not supported by the KB, which focuses on WAN settings, DHCP, or Bridge Mode (universal_double_nat.md).
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set agenda, frame the call, or manage transitions; conversation became circular and unfocused, losing control when customer expressed confusion.
C2 Not Met Confirmed understanding conf 96%
Agent used terms like 'reset and reconfiguration' and discussed device 'smartness' without simplifying; customer explicitly said 'you're losing me' and 'this is way over my head'.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent offered a callback instead of owning the case; no commitment to follow up or initiate remote session — abdicated responsibility despite customer need.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were defined; only a generic 'call back during business hours' was offered, with no owner, timeline, or action plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was clearly warranted due to insufficient troubleshooting to determine if escalation was needed.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent did not acknowledge customer frustration, apologize, or express empathy; remained procedural despite customer saying 'enough, enough, I'm sorry this is way over my head'.
X2 Not Met Tone & rapport conf 95%
Agent continued with technical explanations after customer expressed confusion; failed to adapt tone, pace, or simplify language to match customer's level.
X3 Not Met Overall experience conf 93%
Customer had to repeat information (e.g., number of nodes); agent introduced unnecessary complexity by discussing 'smart devices' without relevance to immediate fix.
Call Transcript21 turns · 21 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-service 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]
00:00
Speaker 1
[silence] Hi Claude. I have um a Linksys mesh mesh system and uh recently recently
02:00
Speaker 2
Um, hi, thanks for calling Lions Club. My name is Clark, how can I help you? Uh huh.
02:00
Speaker 1
Um, so we got a new modem from our service provider and they wanted to use their router with that modem. And we said no, because we wanted to keep the mesh net. Now, ever since we switched over to the, um, fiber optics, we've been having a lot of issues. And they're telling me it's because our router isn't theirs. It's because it's a Linksys router. Are they telling me the truth or what?
03:00
Speaker 2
um for that kind of information um probably there's something problem wrong or the connection from your new modem is probably um affecting the connection that your latest router is providing
03:00
Speaker 1
Well, a lot of issues came up that weren't there before. It's not like everything was perfect before that, but it's just that we noticed a lot of little things, you know, like not being able to connect to Netflix and stuff like that. So I think it's related. Well, I mean, as I said, we can't connect to some of our streaming channels and that the actual channels vary day to day. Um, Geez, I haven't um, I can't think of it at the top of, the most recent was we couldn't continue watching a program because
04:00
Speaker 2
because as what you mentioned uh... after you switch for a new modem uh... that's where the issue that you are getting from right? uh huh mhm Okay. mm-hmm mm-hmm Okay. all right But could you please Okay. could you please uh... let me know what are the problems or issues you are experiencing right now? Okay. uh huh
04:00
Speaker 1
Because all of sudden it went into, you know, that little wheel that spins and it wouldn't go past 80%. Five. Five nodes. Yeah. Yep. They're all active. Yep. Uh, you know, I don't really know. I think that whoever whoever gave us the modem did the setup. Mhm.
05:00
Speaker 2
Oh, okay. Okay, I see. How many Linksys routers do you have, like total, all in all? Five Linksys router, total. Okay. Alright, got it. And then, are they all all showing solid blue or something like that? Okay. Okay. Alright, so for this uh one ma'am, after you switched from an old one and a modem, how did you do a reset again and reconfiguring [silence] on your Linksys router? Or did you just connect it right away? [silence] Okay. Okay, I see. Good, here's the thing. Um if you were, um if you provided a new modem, right? Did you do a hardware reset on your Linksys router and then a fresh reconfiguration? Or just connect
05:00
Speaker 1
Mm-hmm.. Oh.. That I had, that I had. How could, how could I get, I'm sorry? How can I get information from the old one when it's just been discarded?
06:00
Speaker 2
clam from your Internet Service Provider. Um, in order for us to make sure that, um, a stable connection directly to the modem, um, we need to do like a reset and reconfiguration on your Linksys router in order for it to connect and also for it to make sure that it's, um, detecting the connection directly to the new modem. And also, in order for the Linksys router to, um, make sure that it's detecting now a new modem and and it's not having or it's not getting, um, any information from the old one that you have. So, that might be also one of, yes, that that you had that that you had before. So, we, Mm-hmm.
06:00
Speaker 1
Disconnected, disconnected and removed, physically removed. [silence] Okay, so you want me to do something?
07:00
Speaker 2
I'm not entirely... like what I mean with the information is the network information, especially the internet or something like that. from the router to the modem. like in terms of the IP address, the network connection, or whatever the information or the data that the old modem that is on the network of your Linksys router. That's what we need to delete and make sure that the Linksys router will be now able to detect the new connection from the new modem.
07:00
Speaker 1
[silence] I like I don't know. Mm-hmm. Go ahead. Oh, uh-huh. Yeah. If they're smart enough. you said, if they're smart enough.
08:00
Speaker 2
We might need to do like a... Yeah, we might need to do like a reset and reconfiguration with all of your nodes. Uh, but you don't need to worry. Um, 'cause we might uh, we will be using the same Wi-Fi name and the same Wi-Fi password. Um, so that whatever the devices that are currently connected right now uh temporarily will, they will be disconnected. Since we're gonna do like a reset and reconfiguration. Um, but once the the parent node is set up again using the same Wi-Fi name and Wi-Fi password, if these wireless devices are smart enough to reconnect automatically, then you don't need to worry on that because they will reconnect back to the Wi-Fi. or to the network. Yes, because there are there are other wireless devices that is not that is not smart enough.
08:00
Speaker 1
I we just, you're just, I'm sorry, I'm sorry, you're losing me. you know, like I know a bit about this stuff but I don't know thoroughly, I'm not an expert. But I don't understand. We're talking about just disconnecting the link six nodes. Are we not? Are we just disconnecting other stuff? Yeah,
09:00
Speaker 2
Uh, to connect automatically, but there are also some wireless devices that are smart enough to connect automatically. Especially if if you have some [silence] Oh, we are. [silence] No, we're not disconnecting. But, again, as what I mentioned, if we were going to do like a reset and reconfiguration on your links router technically, the setting of especially the parent node, if we were going to reset the parent node, so the the settings will go back to its default settings.
09:00
Speaker 1
Well, I would think so. Oh, I see. Okay. Got it.
10:00
Speaker 2
So, it will go back to its default Wi-Fi name and Wi-Fi password. So, technically, your wireless devices will lose this connection and might disconnect to the Wi-Fi. But, as what I mentioned, once we will be able to set back the parent node using the same Wi-Fi name and Wi-Fi password, so these other wireless devices that you have, such as your phone, your television, or other devices that that needs to be connected to the Wi-Fi, if they will be able to detect the Wi-Fi network back again, then they will auto-connect to the Wi-Fi and able to get a connection back again. But, but as what I mentioned, there are other devices that will not have the same feature of
10:00
Speaker 1
Okay. Okay, enough. Enough, enough. I'm sorry. I'm sorry this is way over my head. I don't need this all this information. I believe. How do I get this working properly? Okay. So to do it right now, no, I don't. So I will have to call back unless you want to call me back. Okay, great. Thank you very much. I appreciate it. You too. Bye-bye. [silence] [silence]
11:00
Speaker 2
other devices that might not be able to auto connect all right so as well I mentioned we might need to do like a reset and reconfiguration right now so do you have time for us to do that okay that's actually correct you you can give us a call back we are open um 8:00 a.m. to 11:00 p.m. Eastern Standard Time all right you're very much welcome have a good one take care and good bye
11:00