V2 Rubric Detail — 20482936-69c7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:05
Duration
38m 32s
Contact
Bob Flick
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133667
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall73.8% (+21.8)

V2 Grader Summary

The agent conducted thorough troubleshooting (resets, 5-press, power cycle) and correctly escalated via LTS ticket after identifying a WAN connectivity issue beyond L1 scope. Technical accuracy and ownership were strong, though tool usage was limited by customer setup. The outcome aligns with 'Appropriate Escalation' as full L1 steps were completed before escalation.

V1 Case Analysis

Customer reports no internet on MX2000 mesh system; both parent and child nodes showing solid red. Performed node resets and power cycles, advised testing modem directly and contacting ISP; provided ticket LTS0000133667 for follow-up.

Troubleshooting Steps
  • Reset child node (20-second reset)
  • 5-press reset on parent node
  • Power-cycled modem and router
  • Verified cable connections
  • Advised direct modem test and ISP contact
Key Observations
  • Agent mis-recorded model number as 'MX2020' instead of MX2000 and captured nonsensical serial number values instead of actual serial.
  • No warranty status check or support eligibility discussion occurred despite initial IVR warranty disclaimer.
  • Agent failed to verify WAN connectivity at the modem before proceeding with mesh node resets, violating standard troubleshooting flow.
  • Customer lacked Ethernet cable for direct modem test; agent did not offer alternative solutions (e.g., scheduling technician, loaner cable, or remote diagnostics).
  • Communication was repetitive and lacked clarity, with excessive filler phrases ('Okay', 'Uh-huh') impairing call control.
  • Agent provided valid ticket number (LTS0000133667) for follow-up, enabling case continuity.
Positive Highlights
  • Agent correctly identified solid red LED as indicating internet connectivity issue
  • Performed valid 5-press reset on parent node (appropriate for MX2000)
  • Followed correct power cycle sequence: modem off first, then router, then modem on first
  • Provided ticket number (LTS0000133667) for follow-up, enabling case continuity
Agent Errors / Gaps
  • Incorrect capture of model number (said MX2020 instead of MX2000) and failure to capture serial number
  • Failure to verify WAN connectivity at the modem before proceeding with mesh node resets
  • No warranty status inquiry or support eligibility confirmation despite IVR setting expectation
  • Poor communication: excessive filler words, lack of empathy, and failure to summarize steps or outcomes clearly
  • Did not offer concrete resolution or self-help path beyond advising ISP contact, leaving customer without immediate solution

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue (no internet on both nodes) was not resolved; agent instructed customer to contact ISP and provided a ticket number, but no resolution was achieved during the call.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset on child node, 5-press pairing on parent, full power cycle of modem and router, verified cable connections, and correctly identified solid red LED as internet error — all logical, sequential steps that advanced troubleshooting.
R3 Met Correct resolution path conf 85%
Agent pursued full L1 troubleshooting (resets, power cycles, pairing), then escalated appropriately via LTS ticket when ISP-side validation was needed — correct path given hardware appeared functional but WAN connectivity failed.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified key symptoms (solid red LEDs, prior working state), asked for model/serial/ISP, diagnosed reset state from purple light, and logically progressed from node setup to WAN connectivity failure.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not access router admin interface (e.g., check WAN status at 192.168.1.1), but used available tools reasonably given customer limitations; remote diagnostics not possible, so verbal LED-based diagnosis was appropriate.
T3 Met No misinformation conf 95%
All technical instructions were accurate: correct reset duration (20 sec), proper 5-press method for MX2000 (supported per KB), correct interpretation of LED states (purple = setup mode, red = no internet).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and guided through steps, but had long silences, repetitive affirmations ('okay uh-huh'), and weak framing of next steps, reducing efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'parent node' and 'child node' without simplification, but did confirm understanding ('you ready?') and adjusted pacing; some jargon used but not excessively for context.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, created LTS ticket, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: contact ISP to verify service, then call back with ticket number LTS 0000133667 — specific, actionable, and documented.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to LTS was appropriate after full L1 troubleshooting failed and WAN-side issue suspected — valid trigger per KB escalation guide for solid red LED after reset and power cycle.
E2 Met Escalation prep & handoff conf 95%
Agent provided ticket number, explained it logs the troubleshooting done, and told customer to reference it when calling back — complete escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'thank you for patiently cooperating' at end, showing some recognition of effort, but no explicit empathy during customer’s expressed confusion or frustration.
X2 Partially Met Tone & rapport conf 80%
Agent repeated instructions when needed and allowed customer time, but did not actively check comprehension (e.g., 'Can you confirm what color you’re seeing?') during LED state changes.
X3 Partially Met Overall experience conf 80%
Agent avoided unnecessary repetition and streamlined steps, but customer struggled with cable limitations which agent could not resolve — effort was made, but physical constraints limited reduction of effort.
Call Transcript68 turns · 72 lines
Speaker 1
Yeah, I'm having an issue with my internet. I'm thinking it's [silence] Yeah, I'm having an issue with my internet.
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. Linksys.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. To hear more about your service options, press two. Please have your devices 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. Thank you for calling Linksys. This is Garlon, how may I help you?
00:00
Speaker 1
It's in the uh routers but I couldn't swear to anything. The uh motor modum the lights on the modum seem to be up and working okay. It's just that uh the routers do not seem to be uh setting up with them. [silence] No, no. Uh it was working fine this morning or uh maybe early afternoon and then uh next thing I know I went to use it and uh was not getting any response. [silence] Yeah, I'm looking at the bottom of it now. [silence] You ready? Model number is AMX2000.
01:00
Speaker 2
okay. Okay. Therefore, before we proceed, let me just create a record for this. Can you have the model number in serial number of your Linksys router? mm-hmm. Yes. How about the serial number? [noise] [noise] [noise]
01:00
Speaker 1
Yes. Infinity broadband Infinity IN.
02:00
Speaker 2
Okay. Let me check if I got it correctly. Again, the model number is MX 2020 and the serial number is 50D for David, 10M for Mary, and then 2, 8C for Charlie, 43147. Who's the internet service provider? Xfinity, right? Okay, and can I have also your phone number, sir, to create a record? [silence]
02:00
Speaker 1
972 3-2-2-3-9-3-2 bob flick F as in Frank. F as in Frank L-I-C-K B-R-F as in Frank B-O-Y at gmail.com Yes. Would that be pieces? There's two. [silence]
03:00
Speaker 2
Okay. Okay. Okay. all right, and how about your first name and last name? Last how about your email address? Okay. your email address is b for brie, r for Robert, e for Freddy, and then boy at gmail.com. Okay. How many notes do you have sir? Um, how many links and notes do you have?
03:00
Speaker 1
Purple. It's purple. I haven't even looked at the other one. I assume since this one wasn't working that the other one wasn't either. Okay. Give me a minute on that then. I Okay.
04:00
Speaker 2
OK and what is the light on the router right now on the lengths on the parent node all both nodes. OK can we double check that and then if possible we can bring this um the second node the child node, bring it to the same location with the main node. OK
04:00
Speaker 1
Okay, right now it's just flashing red, but I mean, we're getting there. Okay. Here.
05:00
Speaker 2
Yeah. Yeah. Okay. OK, so the child node.
05:00
Speaker 1
I already. It was breaking red. Yeah, I've already plugged it. Unplugged it and moved it in here. So it's free plugged in and, uh, doing. Yes.
06:00
Speaker 2
whether you unplug it it has a um blinking red correct um okay all right let's wait until the child no the child node will be fully boot up okay and the parent node sure the device that is directly connected to the modem the light is like pink or purple right okay right now sure the based on the light on the parent node it's pink or purple that means 30 um settings on the router is set back to default like it's ready for setup okay so whatever settings that you set up on that node was removed okay
06:00
Speaker 1
Oh, okay. And you do need you do need to treat me like a youngster here, because this is not my thing. The child one is flashing red right now. Yes. What about it now? Uh-huh.
07:00
Speaker 2
It's that that. So what we're going know. we're going to reset the child node once it's fully boot up and then we're going to reconfigure the settings of the parent node and added the child node again. huh. huh. okay. sir. Okay. It's flashing read OK. We'll do um a reset, Sir, on the um child node. Okay. Um we are going to do a reset. We'll do uh we'll reset your uh that child node that's that blinking read. Okay. So at the bottom of that node, sir, there's a reset
07:00
Speaker 1
Right. OK. OK. OK. OK. It's blue right now.
08:00
Speaker 2
uh button okay yeah press and hold the reset button for 20 seconds yes. okay release the reset button and let's wait until the light also turns to pink or purple. okay.
08:00
Speaker 1
Yeah, I tried calling a little while ago and apparently the number on the card here. Your number has changed. I had to look it up to get this number. It's still going. It's kind of fading in and out of blue.
09:00
Speaker 2
[silence] [silence] [silence] Okay. Okay, that's it's purple right now. [silence]
09:00
Speaker 1
I finally went to purple. OK. All right. One, two, three, four, five. Now it's now the light is kind of slowly fading. Yeah, white. [silence]
10:00
Speaker 2
Okay. It went to purple. Okay. To set up both nodes, sir, what we're going you to do is on the parent node. Okay? We are going to um press the reset button five times within five seconds. So like press release, press release five times within five seconds, not too fast, not too slow. So just five times within five seconds. Okay. Mhm. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh.
10:00
Speaker 1
Still white. Okay. What what are we looking for right now? What color like blue? Uh, we didn't go like it just went to blue. It's blue now.
11:00
Speaker 2
Mhm, after setting up the parent node, sir, it will automatically set up also the child node. Okay? It should be blue, sir. Yeah, solid blue. On the parent node?
11:00
Speaker 1
Yes. It's flashing red right now. [silence] Yes. [silence]
12:00
Speaker 2
OK, how about a child node? OK. That's still um um setting up. [silence]
12:00
Speaker 1
Okay, the child's blinking red, but I notice the parent it's solid red now. Yes.
13:00
Speaker 2
The Peace Arca child. Now, right now, it's still blinking red. It's solid red. Okay, let me just wait for another minute.
13:00
Speaker 1
O.K., the child mode is blue and the parent mode is red. Oh, now they're both read. Yeah, they're both solid red.
14:00
Speaker 2
Solid red. Okay. So since the parent node is solid red, okay, and we'll do a power cycle like turn off the parent node, turn it off
14:00
Speaker 1
It's off the only way I'm going to do that is just to go ahead and unplug it. Okay, unplugged. Okay. All right. [silence] okay. All right.
15:00
Speaker 2
and then um turn off also the um modem sir. um turn off also your modem. yeah okay i will tell you when to turn it back on so to turn on later it start with the modem first okay and then um once the modem is ready like all the lights are lit then it's the time we're going to turn on the router okay so just wait for uh few minutes uh few seconds i'll tell you when to turn in the modem. Let's turn in the modem first.
15:00
Speaker 1
No, it's still working. Uh I had unplugged the power strip to do that and Well, the power strip is still doing its thing and So it's taking a little longer than it should. D we're getting closer. The modem's starting to do its thing now. Took that power strip a little too long. [silence] It's working on it. Two of the lights are on. The third one hadn't come on yet.
17:00
Speaker 2
the modem is now like booting I'm starting up right
21:00
Speaker 1
Usually. I don't think it's normally takes this long. All right. [silence]
22:00
Speaker 2
Okay, how about turn on the router analyser?
22:00
Speaker 1
All right. The third light is on the modem and the uh router is fading in and out of blue. Okay.
23:00
Speaker 2
okay, let's wait until the light on the ladder turns solid, you know, which um would be the light if it is red or blue.
23:00
Speaker 1
Okay, we're solid blue right now. Can you hear me? Yes. Red is fading in and out.
24:00
Speaker 2
That's on the parent node, it's now solid blue. How about on the child node? OK.
24:00
Speaker 1
Well, now the parent mode is solid red. Yeah, the parent mode is solid red and the child node is fading in and out red, I'm not sure how we would do that.
25:00
Speaker 2
It's still solid red. Um, so do you have a computer that can we connect it directly to the modem? Because, um, we already, um, set up the, um, Linksys router, but it seems like, um, it's not receiving internet connection from the modem.
25:00
Speaker 1
No, I don't have well. Just uh just a regular computer. Uh about 15 uh actually probably about 18 or 20 but. I mean, I could I could I could I could. And by wireless you mean wireless being hooked up to the uh to the to the router? No, it's not actually hooked up to the router. It must be- I guess that means wireless. Do you want me to try and find?
26:00
Speaker 2
They have a laptop that has an Ethernet port? And how far that computer from the parent node or from the modem? Okay, that computer, is it, is that wired or wireless? To the router? [silence] Okay.
26:00
Speaker 1
now, I uh, well hold on. I don't I've got cables, but I don't have connectors. You know, I don't have I don't have 20 ft of cable, but I have several cables. I just don't have a way of connecting them together.
27:00
Speaker 2
yes, if you have a, uh, because right now, sir, um, we already, like, as I mentioned, set up the router, but it's not receiving internet connection. So, next step is we need to validate the internet connectivity from the cable modem or from the broadband modem, uh, check if the internet from the modem, if it is working.
27:00
Speaker 1
You know what I'm saying? [silence] Right? Yeah, I don't have uh, I don't have uh, that much, I don't have that much in one cable, but I've got several cables, but I don't have a way of connecting those cables to each other. [silence] Right. Well, I don't know how we would do that then.
28:00
Speaker 2
Yes, sir. Uh, but that won't reach to the um desktop and the modem, right? Yes, sir. Yes, we need to use just one cable that could reach between your modem and your um computer. Do you have someone known that you could um like possibly use a computer, like someone you know, because we need to test it here, sir?
28:00
Speaker 1
Yeah. Uh, yeah, what brand is it? Is that what you're asking? Uh, let me see if I can get an eyeball on that. It says uh Nokia. Yes. Uh, well there may be somewhere, not on the face of it. Uh yeah.
29:00
Speaker 2
What's the brand of your modem sir? yes yes Nokia modem? There is no like a specific model number.
29:00
Speaker 1
See if I keep closer to it. What about the light? on the modem is the let's see, power light is on the is that pon and the da ta light um.
30:00
Speaker 2
And what are the lights on the modem? What are the lights on the modem? Okay.
30:00
Speaker 1
But you did get a flashlight if you're wanting a number off of it. The uh the light uh the unit is white.
31:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] What is the color of the light on this on the modem? Is it white or is it black? [silence] Yes. Oh no, the color of the device.
31:00
Speaker 1
[KEEP_UNCERTAIN] And, uh, you know, it may be this thing because the well the data, I guess it, it just flickered so it usually does that. Um, you wanted a uh model number x, f, 010 X, q. Uh hold on.
32:00
Speaker 2
yes. okay. still the light on the lesion dead body is still solid red, right?
32:00
Speaker 1
[KEEP_UNCERTAIN] solid red on both of them solid red on both of them yes [silence] No, I was uh going by the uh the the modem seemed to be okay by the lights on it. So I, I started dealing with the uh with the nodes first.
33:00
Speaker 2
Okay. So when you lost internet connection, have you called your internet provider? Mm-hmm. Mm-hmm. So since we cannot wire your computer right now straight to the modem, we've already power cycled the router and then as well as power cycled.
33:00
Speaker 1
Mm hm. OK. So I you yeah, they're both they're both plugged in plugged in good. Transcrib.
34:00
Speaker 2
the modem is still the same, the router didn't receive internet connection um again there are things that we can do right now here is, is first is we can um like contact your um internet provider and verify with them the internet connection. OK, or that could be that we need to connect a computer straight to the modem to really check that there is an active internet even though the light on the modem is like all lit up. We need to check if there's an active internet. Uh the um, there by the way, just to test if the cable that plugged in between the wireless router and your modem. Uh, make sure it's plugged in on both devices.
34:00
Speaker 1
That's plugged in. All the cables on the modem are plugged in in good. Yeah, everything, everything seems to be plugged in well. Yeah, I mean, you're you're thinking that it might.
35:00
Speaker 2
because sometimes that's the problem like the cable get got loose so we need to check if the cable is properly plugging in
35:00
Speaker 1
It might be, uh, actually, the, either the modem or, uh, service to the modem may not be, uh, completely up and running. Right. Well, I mean, I don't, don't really, don't really know what to say, uh, besides just, [silence] So, uh, you know, I'll have to give them a call and see, uh, see what I come up with from them and then if I have to, if I have to, I'll call you guys back.
36:00
Speaker 2
Yes, sir. That could be possible, since, we already, um, set up the, um, Linksys router, but still, it did not receive. There's a possibility that the modem is not giving out Internet. That's why, um, we need to, like, test the connection from the modem, if it's really working. Okay. Okay, yes, sir. You can give us a call after, uh, verifying with them. And please, uh, I'll give you a ticket number, sir. I say, um,
36:00
Speaker 1
Okay, go ahead. Okay. Okay, LTS. 001, 33367. Okay, alright. I guess we'll go with that. I'll try them and uh, see what uh, see what comes with that then. And if I need to, I'll call back.
37:00
Speaker 2
this these are the troubleshooting steps that we have done on your router, so please you may write this down, okay the ticket number is LTS 0000133667 yes sir okay uh-huh okay sir right
37:00
Speaker 1
Okay. All righty. Appreciate it. Okay, you too. Thanks. Bye. [silence]
38:00
Speaker 2
Yeah, just give us a call. Okay. We're open up until 11:00 PM Eastern time, sir. All right. You're welcome, sir. And thank you also for patiently cooperating with the troubleshooting. If you have internet, you may check our website at support.linksys.com. So thank you for calling Linksys. This is Carla, sir. Have a great day. You're welcome, sir. Goodbye. [silence]
38:00