V2 Rubric Detail — 1bca9d0a-610a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:12
Duration
18m 26s
Contact
luther Pratt
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132446
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall41.0% (-15.0)

V2 Grader Summary

The agent conducted reasonable initial troubleshooting by guiding the customer to test the modem directly, aligning with KB procedures. While the issue was not resolved, the path followed was logical and the customer ultimately attributed the problem to their ISP. Escalation was not required, and the interaction resulted in a partial resolution through effective symptom isolation.

V1 Case Analysis

MR2000 main node solid red after reboot; power‑cycle modem/router advised; customer to contact ISP for possible modem issue.

Troubleshooting Steps
  • Power‑cycled the Spectrum modem and the Linksys router.
  • Asked the customer to verify the Wi‑Fi SSID and LED status.
  • Suggested checking the Ethernet cable and testing the connection with a computer.
Key Observations
  • Agent never clarified the meaning of the solid red LED (no internet).
  • No proper reset procedure (hold reset button 10‑15 seconds) was given.
  • Model number was mis‑heard and not confirmed before troubleshooting.
  • Call ended with the customer deciding to replace ISP equipment rather than a Linksys solution.
Positive Highlights
  • Agent remained polite and kept the line open while the customer performed steps.
Agent Errors / Gaps
  • Failed to collect or confirm correct product model (MR2000) and serial number.
  • Did not explain LED meanings or provide correct reset instructions.
  • Did not create a support ticket or document the interaction.
  • Provided vague, fragmented guidance and did not verify results after each step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer concluded issue was with Spectrum and ended call without router being fixed. No resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent instructed modem power cycle and direct computer-to-modem test, but did not guide customer to run a speed test or confirm internet access at modem.
R3 Partially Met Correct resolution path conf 92%
Agent pursued ISP-side troubleshooting path which was reasonable given symptoms, but did not complete full isolation steps to confirm modem vs. router issue before deferring to ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (router not staying blue), asked about reset method, and directed modem reboot and direct connection test — logical but incomplete diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 97%
Agent did not access router web interface, check logs, or use any diagnostic tools; relied solely on verbal instructions without leveraging available evidence sources.
T3 Partially Met No misinformation conf 90%
Instructions on power cycling and direct modem test were accurate, but garbled phrasing (e.g., 'let's talk bread') and failure to clarify DHCP/WAN status reduced clarity.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent set a 3-minute timer and remained on call, but failed to frame next steps clearly or summarize findings, leading to disjointed flow.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple actions (reboot, direct connect) but did not confirm understanding after complex instructions; communication was functional but not fully adapted.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the line and attempted troubleshooting, but deferred responsibility to ISP without exhausting all L1 options or offering follow-up.
O2 Partially Met Proactive follow-through conf 89%
Agent set a 3-minute wait expectation but did not establish a clear post-test plan or ownership of next steps if problem persisted.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation occurred and none was warranted — issue was isolated to ISP/modem side after basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and situation did not require one based on customer's own conclusion.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and stayed on call, but only offered brief apology near end and did not proactively acknowledge customer frustration during repeated attempts.
X2 Partially Met Tone & rapport conf 85%
Agent maintained presence and guided through steps, though tone remained flat; customer stayed engaged despite unclear phrasing.
X3 Partially Met Overall experience conf 87%
Customer performed multiple cable swaps and reboots, but these were necessary diagnostic steps; agent could have better streamlined the process.
Call Transcript20 turns · 27 lines
Speaker 1
Hey, I had to restart my spectrum.
00:00
Speaker 2
Welcome to Linksys for. In order to ensure quality service, your calls may be monitored. For in warranty products, your support team 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 1. For out of warranty products, paid support may be available. Depends on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. And for out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Gerald Lucanhal.
00:00
Speaker 1
modem box. And when I did, I cannot get my link this Atlas router system to work. It's a mesh system. And the main box that connects to the internet. Um it flashes blue then goes red. It doesn't stay blue. Um. It was working before I rebooted my box. But I don't know if there's some steps to go through to make it reboot right. But um I can't get my link sister reboot now. You need the serial number? The um serial number is going to be 50 D as in David 10 M as in Martin 29 C as in Charlie 31 079. Oh, no, I'm sorry. The model number is Martin X-ray 2000. Yes, sir. Got three total. And it's the main one I'm trying to get to connect to the box. Charlie, it'll go blue. It's staying red. Luther Pratt. Luther, like Martin Luther. Pratt, P as in Paul, R-A-T-T. I'm sorry. Luther Pratt, P as in Paul, R-A-T-T. P as in Paul. [silence]
01:00
Speaker 2
Alright give God, tree total. Okay. Uh let me create a ticket for you first. What's your first name and last name? Uh wait BSM, Bol R-E-T-T-R-A-T-T. Oh, okay. Okay.
02:00
Speaker 1
Yeah, R-A-T-T like tomtom. It's my name, all one word, lowercase, at charter.net spectrum. All right, get off film with spectrum. They get my download speeds at one gigabyte. Um, it's just, the, my Linksys was working until I rebooted, rebooted the router and I've taken the cords out and plugged them back in, reset your router, unplugged it for 30 seconds, plugged it back in. I just can't get it to stay blue. Yes.
03:00
Speaker 2
Got it. Thank you. What's your email address? And who is your internet provider? All right. Got it. How did you perform the reset? Did you press the reset, or just unplug and plug it back in? ...
03:00
Speaker 1
both. I don't know. not very long. How long should I hold it? Okay. The P name is Pratt 2.5. I I know it should be 2.4, but I when I typed it in, I typed in 2.5. Pratt capital P 2.5. Pardon me? Yeah.
04:00
Speaker 2
you did how long you held the reset button? [silence] I know do not reset it. [silence] can you go to your wifi settings you can use your phone go to wifi settings and find the wifi name the home wifi name tell me if that's still showing if not [silence] I think it's back to default. [silence] and is that still showing in your network list? can you go to wifi settings? [silence]
04:00
Speaker 1
Yes. Still showing Pratt, space, 2.5. The spectrum box, yes, is plugged into Internet.
05:00
Speaker 2
Okay, I guess we can, mm, one second checking the serial number.
05:00
Speaker 1
Yes. Yes. Yes, sir. And I plugged and unplugged both of them. The one on the box also having- has a light lit, showing that it's working, coming out of the box. The charter box. It is the main. Yeah, it is the main. Uh, for yours or charter? Okay. Okay, you do it right now. Off, on. It'll take a second to uh just finish lighting up. Your box is flashing red.
06:00
Speaker 2
and the main node got it the main node is still the main node right you did not swap it to one of the child node right still the main node okay so i know if the modem and then it back on a quick off and on the charter turn it off turn it back on just quick up and then i'm plug it from the power source plug it back in. I think it will take 3 minutes for that to fully boot up so I'm gonna set the timer here for 3 minutes. I'll let you know when the timer is up. You can take your time, ask me questions if you have questions. I'll be right here. [silence]
06:00
Speaker 1
for you spectrum boxes back on. I got two blue lights. It's Red. Solid Red. Yeah I do. Let me do that. When you say modem you mean I the spectrum box? Sure. I can do that. [silence]
09:00
Speaker 2
the light up the router now to let's talk bread do you have a computer that can be hardware directly to the modem okay lets do that I mean you do that yeah the spectrum
09:00
Speaker 1
Turning the computer back on. Yeah, the website, let me try. Let's see a, not working. Let me try a different cord. Okay. So I'm trying to get them from the box.
10:00
Speaker 2
All right. The computer is now connected to the Wi-Fi. I mean, to the modem. Yeah. Okay.
12:00
Speaker 1
Okay, you got a cord plugged in. Let me see if it's going to work, and that. No, it's not working. So, my other cord's a blue cord. It's not a yellow cord. But the light is flashing on the back of the spectrum box when I plug the blue cord in. I know the yellow cords are, I think, thicker. But it seems like the port out of the spectrum box is not feeding anything. Let me try one more way. Let me try one more thing. I've written in my computer instead of my a different part. [silence] I'm probably just going to have to run down to the Spectrum and get a different box.
13:00
Speaker 2
Normally, you just turn it off, turn it back on. If the modem is working, then the main light should turn solid blue in five minutes. But you want to check if the cable is being read or not? You can check it using your computer. Oh, okay, okay. Do you want to call your Internet provider first? I'm sorry.
16:00
Speaker 1
and they said I got juice to the their box. Let me plug back in one more time. Try this. Swap cords again. Let me get back out of the internet. I had a problem before with their their outlet from their box to your box went bad so they sent me this new box and it was really running slow trying to get some work done. So I rebooted everything. Now your box won't read nothing from their box. So I'm plugged in directly to their box from that and I can't get a website. So, um, I I think it's not not your problem. I think it's a Spectrum problem. I don't like their boxes. So, I'll let you go. You've been a big help, sir. I'll get a new box and just restart everything and try it again. Okay. You have a good day, man. Thanks for your patience. Bye bye.
17:00
Speaker 2
All right. But if you need help with your ling-class, give us a call, OK. Have a good one. Bye bye.
18:00