V2 Rubric Detail — 17fa74de-7a4b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:30
Duration
17m 19s
Contact
Dave Bhardwaj
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136280
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6900_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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall40.1% (-15.9)

V2 Grader Summary

The agent correctly identified the router as end-of-life and provided accurate technical guidance on LED behavior and ISP involvement, but did not restore connectivity or perform meaningful router-side troubleshooting. Call control and empathy were weak, ownership was not taken, and the customer's issue remained unresolved despite appropriate escalation judgment.

V1 Case Analysis

Customer reported no internet after modem replacement; router Ethernet port blinking orange. Agent advised power-cycle, cable check, direct modem test, and ISP contact. Incorrectly stated product is end-of-life without model confirmation and misinterpreted blinking orange LED. No model number obtained.

Troubleshooting Steps
  • Advised power-cycle of modem and router (unplug 10 seconds each).
  • Suggested verifying WAN cable is connected to correct port.
  • Recommended trying a different Ethernet cable.
  • Advised testing computer directly on modem to isolate ISP issue.
Key Observations
  • Agent incorrectly claimed the product was end-of-life without confirming the model number (transcript [05:00]), which is contradicted by the KB (no evidence of end-of-life for unspecified model).
  • Agent misinterpreted blinking orange Ethernet LED as indicating slow speed (100 Mbps), but per KB (universal_speed_performance.md), this symptom indicates link negotiation or physical layer issues, not just speed.
  • No model number was obtained, preventing accurate troubleshooting or warranty verification.
  • Agent did not verify whether the customer could access the router’s web interface (http://192.168.1.1 or myrouter.local), a basic troubleshooting step per universal_factory_reset.md and universal_firmware_update.md.
  • Call contained long silences and poor control, with repeated attempts to re-engage the customer.
Positive Highlights
  • Collected basic customer contact information (name, email, phone) and attempted to gather serial number (transcript [03:00]).
  • Provided correct power-cycle steps for modem and router (transcript [09:00]), per universal_factory_reset.md.
  • Advised checking Ethernet cable quality and suggested direct-modem testing to isolate the issue (transcript [14:00]–[15:00]), per universal_speed_performance.md.
  • Recommended contacting the ISP if direct modem test fails, which is the correct escalation path for upstream issues per universal_escalation_guide.md.
Agent Errors / Gaps
  • Stated the product had reached end-of-life support without confirming the model number (transcript [05:00]), which is materially incorrect and contradicted by the KB (no evidence of end-of-life for unspecified model).
  • Misinterpreted blinking orange Ethernet LED as indicating only slow speed (100 Mbps) rather than a potential link or physical layer issue (transcript [14:00]–[15:00]); per KB (universal_speed_performance.md), this symptom requires cable and port verification, not just speed explanation.
  • Failed to obtain a definitive model number, which is required for accurate troubleshooting and support eligibility determination per universal_escalation_guide.md.
  • Did not confirm whether the customer could access the router’s admin interface (http://192.168.1.1 or myrouter.local) before proceeding with advice, per universal_factory_reset.md and universal_firmware_update.md.
  • Did not follow up on the customer’s mention of a blinking orange light on the modem (transcript [12:00]), which could indicate a fiber/ONT issue requiring ISP intervention.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed router is end-of-life and advised contacting ISP or upgrading hardware, but did not restore connectivity or achieve any working outcome.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle and advised direct modem test, but did not access router interface or check configuration, limiting troubleshooting depth.
R3 Met Correct resolution path conf 95%
Agent correctly identified EOL status and offered best-effort troubleshooting (modem test, cable check) and upgrade path (MBE7000) without dismissing support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about LED status and connectivity but did not systematically isolate cause between modem, cable, or router; relied on customer description without narrowing root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal knowledge of EOL status and accurately interpreted blinking orange Ethernet LED as 100 Mbps link; no additional tools were needed or appropriate for the scenario.
T3 Met No misinformation conf 95%
Explanation that blinking orange on Ethernet port indicates 100 Mbps is technically accurate; MBE7000 recommendation aligns with KB as a Cognitive Mesh WiFi 7 system.
Communication
C1 Not Met Clear & professional language conf 90%
Multiple long silences, repeated 'Hello?' prompts, and no clear framing of the call flow; agent lost control during customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not consistently confirm understanding and often spoke over silences or customer attempts to clarify.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent shifted responsibility to ISP and suggested buying a new router without attempting router-side diagnostics or taking ownership of troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (power-cycle, test modem, consider new router) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first documented contact; no prior history to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the EOL status and ISP-side issue suspected.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy; did not acknowledge customer's frustration or repeat-contact fatigue, remaining transactional.
X2 Not Met Tone & rapport conf 85%
Tone remained flat; agent did not adjust pace or style to customer's confused, intermittent responses or emotional state.
X3 Not Met Overall experience conf 90%
Customer had to repeat information several times; agent asked for clarification repeatedly and did not streamline the process or use available information.
Call Transcript34 turns · 35 lines
Speaker 1
You can, Donna. I have a question. I have a, uh, I was having issues with my speed. I got changed the modem for my internet provider. Even then the speed didn't improve and now my internet is not working at all. How do I check whether my linksys router is working properly or does it need any software update?
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] Thank you. Thank you for calling Linksys technical support. My name is Donna. How may I help you today?
00:00
Speaker 1
Yes, I, I assume, so, I have not called links in quite some time, yeah. [silence] Uh, Yeah, my first name Dave, D A V E, last name Bilek boy, H A R D W A J. Boy, H H, Henry, A Apple, R Robert.
01:00
Speaker 2
Thank you for sharing that. Let's see what we can do to get this fixed. By the way, is this your first time contacting linked this technical support? No problem. All right. Before we proceed, I just need to gather some information to properly document your record with us. This will help us easily retrieve your details during future contacts and will only need to update them if necessary. May I have your first name and last name? And can you can you spell it out for me using phonetics to ensure accurate documentation? Would you mind repeating your last name, sir? Mhm. Okay. J E A R or a G. Okay. Thank you so much. So your first name is Dave and your last name is Y H A R D W A J. Ah, okay. Thank you. Also have your email address for accurate documentation. And can you spell it out for me using phonetics?
01:00
Speaker 1
64 so declining divisor 64 at gmail.com you're welcome yes yes yeah okay it's a 6901 link LA 690 131 608 505 474 [silence]
03:00
Speaker 2
Thank you so much. Your email address is davendar64@gmail.com. And is this the best number to call you back in case we get disconnected? 248-768-7379. Perfect. May I also have the model number and the serial number of the product? You can find it on this figure underneath the device or on the box that came with it. The AC. And the serial number, please. 4710. So the serial number is 138.
03:00
Speaker 1
Yeah. Yes. Uh, Spectrum. Spectrum. [silence] Phones. [silence] TV families. [silence] TV entertainment. [silence] Some more. [silence] Some prices. [silence] Some more. [silence] Austin. [silence] Oh, what? [silence] [silence] Do it for you. [silence] Great. [silence]
04:00
Speaker 2
11, 6085 054 74. Is this correct? All right. Thank you so much. And are you calling from the United States? Who is your internet service provider? Thank you. Please give me two minutes to check the serial number in the system. Thank you so much for holding.
04:00
Speaker 1
Oh, OK.
05:00
Speaker 2
Thank you for being patient, David. I want to be upfront with you, this model has reached its end of life support. So, it no longer receives further updates or active fixes from Lynksys. I can walk you through a few practical steps that often help and afterward I'll email you a self-help guide you can keep. And because of the age of this product, there is a limit to what troubleshooting can reliably fix. Some of this comes down to older firmware and hardware. So let's try the steps most likely to help and I'll be honest with you about what we can't find, okay? And while [silence] All right, thank you so much for understanding. If these steps don't resolve the issue, the next option is upgrading to a newer product. There are newer Lynsks models available on Amazon or you may check other brands, okay? Okay, thank you so much. So just to confirm again [silence]
05:00
Speaker 1
Yeah. Yeah, and right now it's not even connecting. I don't know whether it's the internet issue or this, but right now it was not connecting to the internet. which is the status on the router. It says link status, the internet light will be where in the back, your thing. color. So the cable going into the internet is green and then there's a connection, uh Ethernet 23, uh one is blinking yellow and other one is blinking orange.
06:00
Speaker 2
I see, okay, but you said the LED status was normal, right? and what, what is the color of the "internet light" the "internet light and the power light" uhhm, yeah.
06:00
Speaker 1
power power like power white is green Uh there one two and three and four Yeah. Yes. Yes. No it is connected to the the port number one shall I connect it to the Internet port?
07:00
Speaker 2
Alright. so how about the power light? May I know the LED status? The power light. Okay. Thank you. May I know the devices that can't go online in the router? are they the one wired to ports three and four? Two and three, I mean. I see. Do you also, mm-hmm. I see. Okay. Thank you. Do you also have devices connected to the Wi-Fi network? Okay. So both wired and wireless devices are unable to go online on the router, correct? Is the is the cable from the Internet source connected to the Internet port of the router right now? I see.
07:00
Speaker 1
[silence] okay [silence] can you hold on one second can you hold on one second yeah [silence] can you hold on one second [silence] yeah [silence] hello [silence] hello [silence] yeah
08:00
Speaker 2
Yeah, correct. The cable from the internet source should be connected to the internet port of the latest router. Uh, yes, no problem. Don't worry. Yes, hello? I am still here. Yes, I am here. Hello? [silence]
08:00
Speaker 1
Hello. yeah. yeah, I connected that to the, uh, the internet, uh, the cable coming from the modem to the internet thing. and then now, uh, the, uh, the lights are blinking or maybe I just connected it, so that's why. blinking already. yes. Uh-huh. okay, okay. I just want to first check the modem cable is connected properly. yeah, it clicked it clicked.
09:00
Speaker 2
Hello. Yes, I am here. Uh-huh. Okay. All right. Then can you check if you-- Okay, So, is the internet light now blinking orange? Can you please try to restart the modem and the router, unplug the modem from the power source for ten seconds? And then unplug the router from the power source for 10 seconds after that, plug the modem back to the power source as well as the router. Uh-huh.
09:00
Speaker 1
thank you for your help. yeah i'm just uh connecting the power now. yeah i connected the power. both of them. so now my modem is starting to uh orange. right now but yes the internet source.
10:00
Speaker 2
yep don't worry can you will let me know if you online okay okay oh I see when you say modem are you referring to internet source I see okay so if you're modem
10:00
Speaker 1
Yeah, yeah, yeah, modem is now green. A router right now, I think, is still coming on. I think it's still taking time because links is still blinking. That means it's still turning on, right? That's my guess. Uh-huh. Okay. Okay. [silence]
11:00
Speaker 2
So how about the server? Yeah, correct. So if this will not fix the issue, please wire a computer directly to the modem then test if it can go online. If the computer cannot go online, I suggest contacting your ISP. But if the router-- but if the computer can go online when connected directly to your modem, it means that the Links right needs to be reset and reconfigured. All right? Okay, thank you so much. You may also consider upgrading your modem to the latest version or toTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]. .
11:00
Speaker 1
Uh, what is that? Why, I don't know which one is, but. Uh-huh. Yeah, because I have no switch in between. So, I think I should have a device with more port so that I don't need a switch. I'll be. Right? For the tea. Am I okay? Yeah, my modem is still blinking. Modem, uh, one side green, one side is blinking orange. What does that mean?
12:00
Speaker 2
[silence]
12:00
Speaker 1
Hold on. I'll wait and see. No it is the internet. like there's uh, it is connecting on the internet on one side is green one side is or blinking orange. It says ethernet uh internet and then power and then battery. So Could be Yeah battery and power because there are two lights on the internet. Left uh left hand side is green right hand side is blinking, orange, uh left side is blinking steady green.
13:00
Speaker 2
Um, is it the internet LED that is blinking orange or the LOS? I--is it the L.O.S. that is blinking orange? Can you check the label? Okay. Okay, if means that there there is an issue with the modem. May I know the exact label on the LED that is blinking orange? Okay, so is it the power that is blinking orange? Okay. I I see.
13:00
Speaker 1
I don't have to. Let me see if I have a computer which has a uh uh cable. Ethernet cable. Let me see if I have uh I don't have a computer with a uh polymerase have a uh computer with Ethernet import? Yeah, because most most of this most of this most of the computers nowadays are uh other one they don't come with a Ethernet [silence]
14:00
Speaker 2
Yeah, well, it's not a problem. I think if you don't have yes, I okay. Would also tried a different working in ethernet cable, okay? I see. That's okay. I understand that okay. By the way, by the way, an ethernet LED blinking orange simply means that that data is actively being transmitted but at a slower speed, okay? Usually 100 mbps instead of 1 gbps. So you may try ad cat six or cat five cable and connecting.
14:00
Speaker 1
do that mean the speed is low on that one is that's why it is blinking for it okay okay okay yeah they're coming they're coming to take a look at it I already submitted a ticket to them they're on their way but in the meantime they they wanted me to check with you linksest to see if there's any software or something so to to do you think if it's a blinking orange mean the speed is low very low okay okay all right
15:00
Speaker 2
the modem and the Linksys router. Yeah, the speed is. Yeah, the speed is low on the modem. And you may try a different cable, or you can also contact your internet service provider. Okay. All right. Thank you so much. Mm-hmm. Okay. Mm-hmm. Yeah. Yeah, there is an issue on the modem itself. So I suggest contacting your ISP first, or have your ISP fix the modem first before fixing the Linksys router.
15:00
Speaker 1
Okay, okay. And then links, uh, if I buy, I need to buy a new router. What do you recommend? Doesn't have to be links, anything. Which one? MV 7000. Uh-huh. Okay. Okay. Okay, great. Thank you. Thank you. Okay. Okay. Okay. MV 70,000. Okay. So right now you think it is a modem issue, right? Now you are thinking it is a modem issue. Yeah, because of... Okay.
16:00
Speaker 2
online. Uh. I recommend. Yeah, sure. I recommend the link is MBE 7000. It is a. cogni. mesh Wi-Fi 7 system that provides a fast and secure home network. with 400 cybersecurity built into the system for your home. Yes. Mm-hmm. Thank you so much, too. Did you write down the model number? It's MBE 7000. Correct. Correct. Uh. this is probably the modem or the Ethernet cable. So you can try another working Ethernet, uh, cat 5E or cat 6. And then also have your ISP check your modem.
16:00
Speaker 1
Okay. Thank you. Thank you. Bye bye. That's all. Thank you very much. Bye bye. You too. Bye bye.
17:00
Speaker 2
Thank you so much. Do you still have other questions that I can help you with today? Okay, thank you so much for contacting LinkedIn Technical Support. My name's Donna. Have a great day. Take care. Bye-bye.
17:00