V2 Rubric Detail — 21e95bbe-761c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 13:44
Duration
42m 2s
Contact
Antoinette Maas
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135629
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall46.9% (-5.1)

V2 Grader Summary

The agent identified the out‑of‑warranty status and offered paid support, performed a basic power‑cycle, but did not resolve the connectivity issue and ultimately directed the customer to contact the ISP. While some troubleshooting steps were taken and next‑step information was provided, the call lacked full ownership, thorough diagnostics, and effective communication, resulting in a partial resolution.

V1 Case Analysis

Customer reports intermittent internet loss; router LEDs flashing red/yellow. Agent performed basic modem/router power-cycle, collected payment for $15 paid-support, but no resolution achieved. Advised to contact ISP and call back for further paid assistance. Ticket #135-629.

Troubleshooting Steps
  • Collected device serial and model information
  • Confirmed out-of-warranty status
  • Power-cycled Xfinity modem and Linksys parent node
  • Observed LED status on modem and router
Key Observations
  • Agent offered paid support before completing full troubleshooting (violated protocol).
  • Failed to instruct customer to test internet directly at modem using Ethernet cable (required per KB).
  • Customer confusion about model number (WHWF02 vs WHW01) and ports was not clarified.
  • Call ended without confirming whether issue was ISP-related or hardware-related.
Positive Highlights
  • Collected essential customer contact information and serial number.
  • Performed a basic power-cycle of modem and router (aligned with Step 1 in universal_escalation_guide.md).
  • Provided a ticket number (135-629) for follow-up.
Agent Errors / Gaps
  • Did not perform a direct Ethernet test to modem (required per universal_escalation_guide.md for slow/no internet issues).
  • Failed to verify router model number (customer initially said WHWF02, but agent proceeded as WHW01 without correction).
  • Collected payment before completing basic diagnostics (premature escalation to paid support).
  • Provided unclear instructions about Ethernet ports, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet connectivity; advised customer to call ISP and to call back for paid support.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power‑cycle of modem and router and asked about LED status, but did not follow the full Step‑1 checklist (speed test, firmware check, WAN test, etc.).
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device as out‑of‑warranty and offered paid support, but stopped troubleshooting early and did not pursue a full best‑effort OOW path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (red LED, no internet) and asked about lights and cables, but omitted key diagnostic questions (ISP status, WAN IP, speed test).
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use or recommend accessing the router’s web interface (http://192.168.1.1 or http://myrouter.local), which is a fundamental diagnostic tool for checking WAN status, firmware, and logs — a clear omission given the nature of the issue.
T3 Met No misinformation conf 93%
Instructions to power‑cycle, verify Ethernet connection, and observe LED colors are technically correct per the KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set an expectation for paid support and guided through a power‑cycle, but the call contained many silences, repeated requests for information, and lacked clear transitions.
C2 Partially Met Confirmed understanding conf 84%
Agent used standard technical language and did not consistently simplify for the confused customer; repeated clarification attempts were needed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on the call and attempted troubleshooting, but ultimately told the customer to call the ISP and to call back, without fully owning the resolution.
O2 Met Proactive follow-through conf 90%
Agent gave next steps (call ISP, call back for remaining paid‑support minutes) and provided a ticket number.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and, given the information, an escalation was not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for lack of warranty support and said “I understand,” but empathy was generic and not tailored to the customer’s frustration.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a steady tone but did not adjust language or pace to the customer’s evident confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial numbers, locate model info, and clarify port questions multiple times; agent did not streamline the process.
Call Transcript66 turns · 72 lines
Speaker 1
Yes. Hi. I actually don't know if my product is still under warranty or not. I can't remember. I think it was only about two years. I'm really not sure how long ago my kids bought it for me.
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 one now. For out-of-warning products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. [silence]. For out-of-warranty product, paid support option may be available depending on the issue. [silence]. Hi, thank you for calling linksys. This is Regina going to help you today. Okay, and what is your concern regarding of your Linksys router, ma'am? [silence] Mm-hmm.
00:00
Speaker 1
[silence].MS. Advance.
02:00
Speaker 2
okay so I I totally understand your concern but is this your first time calling us for support and are you calling from the United States hello okay I can hear you now may I know your first name it's last M A E S
02:00
Speaker 1
No, A, no, no, A for animal. And A again for animal, and then S for Sam. Okay. 802-928-3480 A T M A A S at gmail.com. Yes, correct. That's correct. [silence] Uh, there are two.
03:00
Speaker 2
that's and for Michael, E for elephant, A for alpha, the okay, thank you for that. And your callback number? Annette. And your email? Okay, let me just verify using phonetic. So it's A for alpha, T for Tom, M for Michael, A for alpha, A for alpha, letter S for Sam at gmail.com. And how many links these devices do you have in total?
03:00
Speaker 1
Two nodes. It's green. Is red. And when I unplug, go ahead, sorry, go ahead. Is that right on the node? I, I'm sorry, at the bottom of the, okay. Hold on, just a second, let me get there. Okay. Serial number.
04:00
Speaker 2
And what is the light indicator of the parents node and a child node Kay can you please provide a? can you please provide a serial number of the child node it is located at the bottom of the router itself of the child node [silence]
04:00
Speaker 1
2, 5, F as in Frank. Hold on a second. having trouble seeing the number. Is that one? I'm sorry, hold on a second. I guess I have to move to a different place. I can get a... okay. 2, 5, F as in Frank, 1 3 M as in Mary, 3, 5 B as in boy, 2 3893. Correct.
05:00
Speaker 2
Okay, so it is 254 Frank, 13 M for Michael. 35 before boy, 23893.
05:00
Speaker 1
WHWF02. Xfinity. Comcast Xfinity. Okay. Oh, okay. That's okay. Okay.
06:00
Speaker 2
[KEEP_UNCERTAIN] linksys router are both WHW01. We'll see the other one. And who is your internet service provider? I'm sorry. [silence] Uh, I see now before we precede on to that I would like to set an expectation regarding of the warranty status of your Linksys router. [silence] Okay. [silence] So it indicates on your system that it is no longer under warranty. [silence] And I really apologize that light support is no longer available. However, paid support so I can still assist you setting up your. [silence]
06:00
Speaker 1
Oh, $15. Okay. Uh, yeah, that's that's fine. I I would be glad to do that. Okay. Right. Okay. I understand that. Uh oh, okay. Sure. You're welcome.
07:00
Speaker 2
Child and back to the parent note, but then you need to pay $15. And it's good for 60 minutes of troubleshooting. Sure. And furthermore, by purchasing this service, you need to agree also that it's one-time, non-refundable technical support, lasting up to 60 minutes. So if we are unable to resolve your issue or determine that your product might be defective, no refund or replacement will be issued. And this paid service is for troubleshooting only and does not include any follow-up sessions. So please give me about 2 to 3 minutes to prepare my tools on my end, okay? Thank you. speech, please.
07:00
Speaker 1
Sorry, I'm having trouble hearing you. [silence] Yes, Antoinette. A-N-T-O-I-N-E-T-T-E. [silence] Correct. [silence] Okay, it is [REDACTED_CARD_NUMBER]. The two digit, the two digit, the expiration date, is that what you're looking for?
09:00
Speaker 2
Okay, now may I know your first name on your card, please? May I know your first name? And your last name is Maas, and your card number? Okay, and the two digit expiration for the month and the year.
09:00
Speaker 1
04: for? the mm nine and the year is, two, eight, two, n101,42 seven. and that is $15. Okay. email is email is at, T M, a, S, at Gmail.com. Okay. Okay. $0.88. $0.100. $0.215. $0.283. $0.377. [silence]
10:00
Speaker 2
Yeah, for the month and the year. And your security code. Again, your zip code. and your email address. Yes, $[REDACTED_PAYMENT_DIGITS] Okay, thank you for that. So let me just send you a receipt first, before we proceed on setting up the child mode.
10:00
Speaker 1
We don't see it yet unless when I go to spam, make sure it didn't go into the spam folder. Again, this is taking so long. Sorry, it's just taking so long to load and I don't know why that is happening.
12:00
Speaker 2
[silence]
13:00
Speaker 1
Gmail, right. Yeah, that's right. Okay. Yeah, let me, I'm just getting, I'm just getting close to the parent node again. Hold on. Let me just make, get there and make sure that it's still, oh, actually, right now it's red. That's why, that right now, right now the parent, yes, is now red. It was green when I called. So,
14:00
Speaker 2
Tom, M for Michael, a for Alpha, A for Alpha, letter S for Sam at gmail.com. So I successfully, yeah, I successfully sent to this email. So, but of course, while waiting for the receipt on the net, let's proceed also to set up the child node. the since the parent node is working it's all it green. So, you can access the internet with that. Correct? Okay. Kindly. Which device? the parents node. Okay. Now let's proceed to power cycle the modem.
14:00
Speaker 1
Sure. Okay, they're both unplugged right now.
15:00
Speaker 2
well, then the parent node from link sense. so kindly unplug the power adapter of both devices, your modem from your Xfinity, and then the parent node from Linksys. and let's just say, let's wait for about 30 seconds to plug the power back. [silence] okay, proceed to plug the power back of the link.
15:00
Speaker 1
...Lenses first. Okay. Okay. And now the modem. Okay. I plug them both in. Okay. Okay. Okay. Okay. Thank you. [silence]
16:00
Speaker 2
Yes. Uh-huh. And let's wait for both devices to fully boot up, and it will take three to five minutes. And then that's OK? Thank you.
16:00
Speaker 1
The let me see the modem light. I can't see a light on the it looks like the modem is flashing green and the link.
17:00
Speaker 2
Okay, So what are the light indicator of both devices?
17:00
Speaker 1
fancies, is still blue. Oh, and it just turned to red again. It's, it's flashing. It's flashing from blue to red actually, and now it went back to blue. Okay, hold on a second. I have to put the phone down just a second. Hold on. Yeah, looks like all those wires are okay? And now the parent node is red.
18:00
Speaker 2
Just keep on observing it. And can I check? Yes. Can I check the physical connection? Make sure the ethernet cable is properly plugged in. From the modem, to the internet port of the parent node.
18:00
Speaker 1
i guess it's possible that the internet is out again Okay. I am sorry i don't know it was green when I called Still red. Do I need to do anything else? I do. I would have to go and get it. I'm walking I'm going back and forth between my daughter's house and my apartment, so uh that's what's taken longer. Um okay let me I do have a laptop. I can go get it. Um hold on a second I'm going to walk up there now [silence]
19:00
Speaker 2
just keep on observing it and while waiting anthony sir, Do you have a computer?” I'll up top, which we can use to wire directly to the modem?” “Yes, please.”
19:00
Speaker 1
Okay. Okay. I don't know if I'm going to be able to hook this laptop into the using the ethernet. Is that what you're asking for me to do? Uh, no, it does not. No, it doesn't. No, uh, the only port on the laptop is what I use. There are two that are used that use the cable that I used to charge to that same. There are two. Um, let me just check. Yeah, they're both, they both take the same. I'll make sure.
20:00
Speaker 2
Yes. Check if that laptop has an Ethernet port, which the Ethernet cable can fit in. There's no available device that we can use to wire directly to the modem. [silence] Yeah, but can you please, uh, those closer to the parents now? Can you grab your laptop closer to the parents now? [silence]
21:00
Speaker 1
Okay. It is... Okay. Okay. I'm near... Oh, it's still red. Yes. Oh, and now that is flashing yellow. It's not green anymore. So, let's see if I can find the model number of this. Hold on a second. I'm turning it
23:00
Speaker 2
And what is the light indicator of your parent's note? And it says solid red. Can you please provide the model number of your eSpini 2 modem, Anthony?
23:00
Speaker 1
uh, okay, I have to put the phone down a minute again, hold on, [silence] Okay, I'm seeing the numbers on the bottom of the modem. Which one? is, is the, model number? anything that says model number, one says, one says CM, Mac, the other one says WAN, Mac, and the other number says W, uh, MTA, Mac. Three different numbers. Okay. Yeah. I'm not, see. Uh, hold on, I'm still looking. It's not in a very convenient spot here. Let's see. Wait a minute. Oh my god, this is so tiny.
24:00
Speaker 2
Not Mac. The model number. Is that the model number? [silence]
25:00
Speaker 1
I don't see anything that says model number on it. uh, there are a couple of other numbers. One says FCC. Um, I don't know what the other one says. It's not, they make them so small that you can't tell, really. I don't see anything that says model number on this modem. The router The router is, the, are you talking about the Linksys route, unit or the
27:00
Speaker 2
Yes, sir. We're now... All right. It's OK, but can you check the light indicator of the router? Yes.
27:00
Speaker 1
The parent note is still red. No, there's nothing in between. It's look at the parent is hooked up directly to the modem. Okay, sure. Can do that. Hold on a second. Okay, I just moved it. The light on the modem though is still flashing yellow.
28:00
Speaker 2
The parent node from Linksys. So, your set up topology on the net is from the modem to the parent node from Linksys, so there's no devices in between. Okay. Can you transfer the ethernet cable to the other ethernet port of the parent node? [silence]
28:00
Speaker 1
and, I mean, the modem, and the, the... router. The router is from the cable company and the and the modem is the Linksys. Is that correct? okay, so the modem is blinking yellow and the Linksys is flashing red okay, so right now the internet is out, but it was on before when the, when the Linksys was green, when i called you and we got on the phone, it was green and working. and uh the the network was working, because I had internet on other things, so I guess since then, the. Yes. No, it's blinking red. Oh, yes, it's blinking yellow. The Linksys is blinking red. Yes. Sure. sure. okay, I did that. and right now, it is still blinking red
29:00
Speaker 2
Okay, but commonly, yeah, but commonly, uh, what is the light indicator of the modem if it is providing internet connection? Is it blinking yellow? [silence] Okay, the Linksys is blinking red. Okay. Since the Linksys router is blinking red, can we transfer the ethernet cable back to the original port as it was?
30:00
Speaker 1
green. Oh. Yes. When it's, when it's totally working, it's solid green and that's what it and now it just stopped flashing and now it's solid red. Oh. From Xfinity, it's flashing yellow. It's not green. When that's working, that's green. It's blinking yellow right now, but it's, when it's it's it's when it's working, it's solid green. Okay.
31:00
Speaker 2
But commonly, if the modem's working and providing internet connection, what is the light indicator antenna, solid green. And I'm referring to the Linksys router, the modem, modern from Xfinity? So, when it's working, it's still blinking yellow. Yeah, but when it works. Okay. can you please try to reboot the modem for the last time. unplug the power adapter of that modem and.
31:00
Speaker 1
Okay. Okay. and which one do you want me to unplug? Both of them or? Okay. Okay. Okay, it's unplugged. Okay. Let me know when it's okay to plug it back in.
32:00
Speaker 2
the power adapter from wall outlet [silence] and wait for 10 seconds to plug the power back [silence] the modem because it keeps on just the modem because it keeps on blinking yellow [silence] yeah you can proceed to plug [silence] yeah that's why I asked you earlier to [silence] if you have a device which we can use to connect directly to the modem to test if the device.
32:00
Speaker 1
Right, yeah like I said when I called you it was working when we came down to start then it wasn't the you know it just at that point it wasn't working cuz I was going up and down how many ports? I don't I'm sorry, I don't know what you're asking me about. I don't know the answer to that. Yeah. Just It looks like just
33:00
Speaker 2
How many ports do you have with a modem? [silence] Ports where you can plug a device. [silence] That's a port. [silence] Where you plug your router. [silence]
33:00
Speaker 1
One to plug that into the wall is just one. You know what? I think I'm just not understanding what you're asking me to look for. I'm sorry. I, where the are you looking, are you asking about the Ethernet? Are you asking, okay, the to plug it into the electrical outlet. Is that what you're asking me? Okay, parent plug is plugged in. I'm looking I'm going from that. Well.
34:00
Speaker 2
Okay, so there is only one port. The same port where the parent node is plugged in. Okay. So the parent node. Port. The whole fan. No, it's not the electrical outlet. The parent node is plugged into the port of the modem.
34:00
Speaker 1
Okay. Okay. So parent mode is plugged in with an ethernet cable and then goes into the electrical outlet and there is one port for the electrical outlet and two for the ethernet. Does that answer? I don't know if that's answering your question. Okay, I'm sorry. I I'm sorry. I'm just not understanding, I think. I think I'm just not understanding what you want me to answer. So that's
35:00
Speaker 2
Yeah, but this is the same, the same port where your links or parents now connected. There are two.
35:00
Speaker 1
That's okay. It's my fault. I've got Yeah, when you say modem, you're talking about the unit from the internet company, correct? Or are you talking about the Lenxys?
36:00
Speaker 2
Okay. The parent node is connected to one of the Ethernet ports of the modem. And how many Ethernet ports do you have with the modem? Uh, I guess, what I mentioned earlier, Antenna, your modem is [silence]
36:00
Speaker 1
Did. Okay, that's what I thought. So that's, okay. All right. So the link, the MODM has four Ethernet uh ports and it's plugged into one of them. The parent is plugged into one of those four. Yes. Uh No. Yes.
37:00
Speaker 2
Yes, your Xfinity device is the router. Okay, so it is plugged into the first port. And is there any devices connected to the modem? So the only plugged into the modem is the parent node. And since we rebooted the modem, what is the light indicator of the modem? [silence]
37:00
Speaker 1
it is still flashing yellow. Oh, it's wait, wait, wait, it's, it's green and right now it just changed to flashing green. From flashing yellow it is now flashing green. The link. Oh, now it's flashing yellow again. It's going back and forth from yellow to green is what's happening right now. flashing yellow, now flashing green, still flashing green.
38:00
Speaker 2
And when it connected and provides internet, light turns to solid green. The about doing its works, what is the light indicator of the modem? [silence]
38:00
Speaker 1
Right. Not and a bit or whatever, I'm not sure. So, the I'm pretty sure it was solid green when it was when it was working whether it was flashing, I really couldn't tell you exactly, but it was green. Now it's flashing green and then every once in a while it goes back to yellow. So I'm guessing it's not it's not connected to internet is what I'm guessing. So if you can't do anything about it, that's fine. I understand what the issue is, but when I called you, when I called you, it was all working.
39:00
Speaker 2
e need a device that can be wired directly to the modem to verify if that modem really has internet connection because it keeps on blinking yellow blinking yellow to blinking red so you mentioned also earlier that the modem works and if the modem works, the light indicator turns to solid green right? [silence]
39:00
Speaker 1
sorry and if that's all we can do right now, that's that's okay. Okay. Oh, okay. Uh oh, wait wait a minute now, what's happening? Okay. the link this router just turned green. Okay. It's going back and forth from yellow to green, but it's green right now. And it's flashing green. And the router is still green. Oh, nope. Just went back to red. It it they're it seems like both of them are going back and forth.
40:00
Speaker 2
So, it's okay. But regarding with that, tell, please to call us back since you still have 20 minutes of, for the remaining time to troubleshoot your Linksys router. So, after you call modem, uh, sorry, your internet service provider, fell free to call us back, sir. Yes. Keep on observing it. And what is the light indicator of the modem?
40:00
Speaker 1
So, right now, the modem is going back and forth from yellow to green and the router just went to red again. So I'm, I'm guessings it's the internet company is that we're not connected to the internet, I guess. Okay, okay. Okay. 135629. Okay. All right. Thank you very much. I'm sorry it was so confusing for me. 13135629, correct? Okay. Okay. All right. Thank you. Bye. Bye. Thanks you too. Bye.
41:00
Speaker 2
Yeah. Yeah, it might drop. So it better to call them and call us back so I will provide your ticket number. It's 135-629. Yes. Okay. It's okay. Yes. So, please feel to call us back so that we can continue your paid support. Yeah, you're welcome, and and have a great day. Bye for now. Yeah, it might drop. So it better to call us back so I will provide your ticket number. It's 135-629. Yes. Okay. It's okay. Yes. So, please feel to call us back so that we can continue your paid support. Yeah, you're welcome and and have a great day. Bye for now. Yeah. [silence].
41:00