V2 Rubric Detail — 1eaf3fcc-6f46-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:57
Duration
16m 21s
Contact
Armando Cisneros
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall78.5% (+34.5)

V2 Grader Summary

The agent performed correct troubleshooting steps for a red LED (power cycle, reset advice) and properly handled the out-of-warranty status by offering paid support. However, the issue was not resolved during the call — the router remained offline — so R1 cannot be rated as Met. The strongest outcome achieved was a clear path forward via email, resulting in a Partial Resolution.

V1 Case Analysis

WHW03 router solid red after Spectrum outage. Performed power cycle (modem and router), advised factory reset if red persists. Device is out of warranty. Agent promised to email reset instructions but did not collect email address. No case created.

Troubleshooting Steps
  • Power-cycled modem and router (3-minute wait).
  • Advised checking modem internet via direct connection (but did not confirm completion).
  • Suggested factory reset if LED remains solid red.
Key Observations
  • Agent correctly interpreted the solid-red LED as a no-internet condition per KB (led_intelligent_mesh_consumer.md, Path C).
  • Agent failed to confirm that the customer verified modem internet connectivity before recommending reset.
  • Agent promised to send email with reset instructions but never asked for or confirmed the customer's email address (transcript timestamp [15:00]).
  • No case number was created or referenced during the call, violating case management protocol.
  • Agent offered paid support but did not confirm customer's willingness to proceed before discussing next steps.
Positive Highlights
  • Correctly identified the product model (WHW03) from customer input and system lookup (transcript [06:00]).
  • Accurately interpreted the solid-red LED as a no-internet condition and followed KB-recommended power cycle (led_intelligent_mesh_consumer.md, Path C).
  • Provided technically accurate guidance on the factory reset procedure (hold reset 10–20 seconds).
  • Correctly identified and communicated the out-of-warranty status and available paid support option.
Agent Errors / Gaps
  • Did not obtain or confirm the customer's email address despite promising to send instructions.
  • Did not verify that the customer confirmed active internet on the modem before recommending factory reset.
  • Failed to create or reference a HappyFox case number.
  • Did not confirm customer's willingness to pay before introducing paid support option.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent offered paid-connect as an option but did not resolve the issue during the call; the red LED persisted and no confirmation of recovery was achieved.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through power cycling modem and router, set a timer, and advised factory reset if red LED remained — logical sequence aligned with KB Path C.
R3 Met Correct resolution path conf 94%
Agent correctly identified WHW03 model and out-of-warranty status, then offered appropriate paid support path instead of RMA or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified red LED and ISP outage context but did not ask about WAN cable, DHCP status, or perform direct modem test to isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used CRM to pull up account and model, but did not guide customer to test internet directly at modem via ethernet — a key diagnostic step from universal_isp_modem_diagnostics.md.
T3 Met No misinformation conf 96%
Instructions for power cycle, reset, and follow-up email are technically accurate per KB guidance for red LED (Path C).
Communication
C1 Partially Met Clear & professional language conf 87%
Agent set timers and gave steps, but opened without framing, repeated unclear instructions (e.g., 'did you turn it on?' after confirmation), and lost momentum during silence.
C2 Partially Met Confirmed understanding conf 86%
Agent used accessible language but repeatedly mispronounced/misnamed device (‘lynx sys’, ‘Lynksys’) which could reduce clarity despite context.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on call, did not transfer, and committed to sending email with reset instructions — demonstrated ownership.
O2 Met Proactive follow-through conf 96%
Agent clearly stated next steps: power cycle, wait, check LED; promised email within 5 minutes with reset/setup steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation needed; agent appropriately managed out-of-warranty case by offering paid support rather than escalating unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged cost concern ('I totally understand that it will cost you $15') but did not explicitly validate customer frustration over service disruption.
X2 Met Tone & rapport conf 90%
Maintained calm, polite tone throughout and allowed customer time to respond without rushing.
X3 Met Overall experience conf 93%
Collected customer info once, avoided repetition, and streamlined next steps via email to reduce effort.
Call Transcript28 turns · 30 lines
Speaker 1
My. [silence] My internet was down with my internet provider, my ISP. [silence] Something is up but I can't get my link system, it's still showing red, it won't it won't come back up Is there something I need to do?
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.LinksSys.com please have your device serial number ready for assistance press 1 Now. for out of warranty products paid support may be available depending on your issue please have your device's serial number and contact information. thank you for calling LinkSys how can I help you?
00:00
Speaker 1
Spectrum. yes, I did. the modem had been, they had some problems with their their system somewhere and they they said it would be ready by 3:00 this morning. I called this afternoon, they said no, but then I just got a text message that said that it's up and running. I rebooted my um modem or excuse me, my I just missed the names mixed up but the Spectrum uh box and it's come out all the way back up, but I can't get uh Linksys to come back up.
01:00
Speaker 2
let's double check that one first Sir before we do anything something on the router um who's your internet service provider okay have you tried to contact them sir to make sure that the modem is up and running okay
01:00
Speaker 1
it's red
02:00
Speaker 2
So, what's the... Oh, okay. So, let me just try to check here, okay? For a while. So, the router, sir, what's the LED light of the links is red. Have you tried to power cycle that one as well? Did you turn that one off? Uh-uh. Uh-uh. [silence] Uh-uh. Okay.
02:00
Speaker 1
So do I take everything off? I unplug everything on the linksys? [silence]
04:00
Speaker 2
No need to unplug anything; sir, usually what we uh what we do is: turn off the modem, turn off the LinkSys router, leave them off for at least three minutes, and then after three minutes, you can plug them back in. and then give it some time. Let's see if the uh LinkSys router will turn on or it will turn back like solid green or solid blue that way. So that means it's it's connected. But if it still remains solid red, then reset. will be um last resort will be to reset it. Like you have to press and hold the reset button of the um of the LinkSys router that you have. So um everything that is configured on that LinkSys router will revert back to its default settings.
04:00
Speaker 1
I see so right now unplugged the modem and unplugged lynx sys just power okay here it goes power is disconnected from both of them okay I'm sorry
05:00
Speaker 2
Yes, if I connect this for you, if I set this up for you, what you have to do is you have to get or you have to make sure you have your username and password. And then you have to set it up in order for it to connect back to the internet. Yes, unplug the modem and then unplug the Linksys router, but do not disconnect the ethernet cord that's connected between them. Just the power. Correct. Okay. Okay. and then all right, so let me set a timer here. Sir, let me set a timer for three minutes. Okay. Both of them are unplugged right? Both of them are off. Both of them.
05:00
Speaker 1
Yes. My first name is Armando, A-R-M-A-N-D-O. Last name Cisneros, C-I-S-N-E-R-O-S. My phone number is 5-1-2 7-9-7 1-0 3-5. I don't know what that is. [silence]
06:00
Speaker 2
Okay, so uh, by the way, Sir, while we're waiting, there's actually an account that I was able to pull up using your phone number. Maybe you can confirm the first name and last name and then the email. Thank you so much there. And the model number of your Lynksis router that you're calling about is the WHW03, right? That's fine, Sir. And And that's the one that's showing here on the module.
06:00
Speaker 1
This was working fine before their system went down. And then all of a sudden everything's haywire. Yeah. It took a while, huh?
07:00
Speaker 2
yeah, usually sir. Yeah, usually sir, if there's like an internet interruption, usually the WW03 will have a hard time to reconnect back, especially if it took too long to lose the internet connection on the modem. Yeah. So sometimes you, um, sometimes if power cycle doesn't work, then we really need to reset to create a new handshake. Do you have say like a computer that you can use to, you know, try to, um, make sure that the modem is up and running? I know that you'll receive a message, but we really need to make sure that the, um, the
07:00
Speaker 1
Uh-huh. I have an iPad, but I have a a system computer that's in the media room. That's quite a distance. I'd have to move the entire computer. It's a big system. [silence]
08:00
Speaker 2
The modem is up because you've mentioned earlier that Spectrum said that there's something about the firmware of the modem. Okay. We have. Yeah. You you can use the one sir. If if you can wire that one directly to the modem that would be best so at least you can make sure that the modem has an active internet because even if it's showing online usually there's no signal so that the um that's actually. So by the way sir um it's already three minutes. You can plug in the modem. And then if you think that the modem is online you can plug in the Linksys router so.
08:00
Speaker 1
All right. There's the modem. And... Let me try this one so I can see where it is. Okay. There's the lynx is. They're both plugged in. The modem is... I mean the... The spectrum box is showing power, but it's cyc... [silence]
09:00
Speaker 2
Okay. That's fine, sir. I think it will take maybe two to three minutes or maximum of five minutes to fully reboot. You have like an online LED light. Okay, yeah, we'll have to wait for that one. Okay [silence] Did you turn on the Lynx Sys Route, Sir [silence] Did you turn on the Linksys router?
10:00
Speaker 1
Yes, man. It shows off the fly right now. Now, voice is on the spectrum box. I have three lights blue, and my link this just turned red.
11:00
Speaker 2
Did you turn it on? Aside from the modem, did you turn on the Linksys? Okay. all right, and then, so I'm Sorry, sir. The online LED on the spectrum box is solid blue. Just turn red. Okay. okay. So I'll set the timer for another three minutes there. Let's see if that LED light on the Linksys router will turn back to solid.
11:00
Speaker 1
No ma'am, it's still red. Okay. And if this doesn't change, the next options to to reset the uh, the Linksys marks.
12:00
Speaker 2
Solid blue or green. Did it change? Do you have a change on the LED light? Okay, so I have already set the, the timers here, so we'll just, finish this one. Reset the Linksys box, yes, but f for that one, sir, u before we begin with, with further troubleshooting, with the, the, with the Linksys reset and then set up certain, I'll just like to let you know that the device is actually out of warranty. So usually, for out of warranty devices, we no longer provide for free technical assistance over the We can go we can go with our paid connect. That is our one-time support but that will cost you $15 for 60 minutes of troubleshooting and then we'll walk you through the entire process to get it back online. However, that is non-refundable and it's um, it's it's not going to be a guarantee that we'll be able to hook it up back to the internet, but we'll walk you through the whole process. However, if you're going to go through with the paid connect. Um, I would really highly suggest to make sure that the modem is online like connect a computer directly and then use your computer to check if there is an internet from the modem. So, if you have already confirmed that one, you can proceed with our paid connect then work on with the router. However, if you don't want to go through that path with the paid connect, [silence]
12:00
Speaker 1
So you're going to send me an email giving me instructions on how to reset it? Okay. Uh-huh. Okay. Okay.
14:00
Speaker 2
because I totally understand that it will cost you $15.
14:00
Speaker 1
Okay, oh. Well, appreciate your help. It's count It's count, like counting the number. Count count it up at AOL.com.
15:00
Speaker 2
Open a browser in your computer, then try to access any website where you often visit. If you can pull up a website, sir, while you're connected to the modem, that means that the modem is active. Then you can disconnect the computer, connect back the Linksys router, and then you can follow the steps on how to reset and then set it up again using the email that I will, I using the step by step that I will provide on the email. All right. Can you confirm? You're welcome, sir, but I need you, sir, to confirm again your email, just to make sure. Okay. Thank you so much, sir. Give me five minutes after this phone call, and then after five minutes, check your email, then you can follow the step by step, okay? You can you can take check your email, then you can follow the step by step, okay? [silence] You can [silence] you can you can take a
15:00
Speaker 1
Okay, thank you. bye bye.
16:00
Speaker 2
It's your time, and then you can give us a call back if anything else, we're open until 11:00 p.m. Eastern Standard Time. Okay, You're welcome, sir. Thank you as well for taking the time and calling Lens. Take care, okay. Bye bye. [silence]
16:00