V2 Rubric Detail — 28741986-7a01-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:41
Duration
14m 57s
Contact
Candice Perry
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00120801
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+11.8)

V2 Grader Summary

The agent successfully resolved the connectivity issue, confirmed by a speed test and solid white LED. However, T3 is Not Met because the agent provided a restart sequence (router first, then modem) that directly contradicts the 'modem first' sequence mandated in the KB. All other indicators reflect adequate performance given the challenging call environment.

V1 Case Analysis

Parent and child nodes showing solid red LEDs; performed power cycle, verified WAN cable, ran speed test — router now solid white, internet functional.

Troubleshooting Steps
  • Power-cycled modem and router (unplug, wait, plug back in).
  • Verified Ethernet cable connection to the router’s WAN port.
  • Ran a speed test to confirm internet connectivity.
Key Observations
  • Agent incorrectly advised plugging in the router before the modem ([13:00]), which contradicts KB guidance (modem first, then router). This is a minor accuracy error as the customer self-corrected the sequence.
  • Agent did not confirm the router model, which is a protocol gap but not critical since the LED behavior (solid red → solid white) aligns with Cognitive Mesh (MX6200/MBE7000/LN series) per led_cog_mesh_group_a.md.
  • Repeatedly asked for child node LED color despite prior confirmation, causing minor inefficiency.
Positive Highlights
  • Successfully identified the issue as no internet (solid red LED) and initiated appropriate troubleshooting.
  • Guided customer through a full power cycle and physical cable check, which resolved the issue.
  • Confirmed resolution with a speed test and validated internet functionality.
  • Provided a ticket number and clear follow-up instructions, ensuring operational closure.
Agent Errors / Gaps
  • Incorrect power-up sequence advice (router before modem), though the customer self-corrected.
  • Failure to confirm router model/family, though the LED behavior was consistent with Cognitive Mesh.
  • Unnecessary repetition when asking for child node LED color.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access with speed test (799.82 Mbps), states 'I'm online,' and LED stabilized to solid white.
R2 Met Diagnostic thoroughness conf 95%
Agent guided power-cycle of modem and router, verified Ethernet cable, checked LED status, and ran a speed test to confirm connectivity.
R3 Met Correct resolution path conf 95%
Agent followed correct resolution path for solid red LED: power cycle, cable check, observation, and verification — consistent with KB guidance for 'No Internet'.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified red LED on both parent and child nodes, asked about cable connection, and systematically isolated the issue to physical connectivity.
T2 Met Appropriate tools / resources used conf 94%
No remote tools were required; agent used appropriate manual diagnostics (LED observation, cable check, speed test) that matched the issue type and available access.
T3 Not Met No misinformation conf 100%
Agent explicitly instructed to 'plug the power back of the parent node for me first' and later confirmed 'the router first', contradicting KB-mandated 'modem first' restart sequence.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but failed to manage chaotic environment effectively — multiple long silences, interruptions, and lack of structured transitions.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but did not adapt to multi-speaker household; missed opportunities to confirm understanding or simplify instructions amid distractions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer — despite environmental challenges.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps ('observe connection', 'call back if needed') and gave ticket number 120801 for continuity.
O3 Met Closure confirmation conf 94%
Agent referenced existing ticket number and did not re-ask for serial or model info already provided, maintaining case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but offered minimal empathy; did not acknowledge customer frustration or chaotic context beyond 'it's okay'.
X2 Partially Met Tone & rapport conf 86%
Agent stayed on track but did not adjust pace or tone to match customer’s stress level or multi-person interruptions.
X3 Partially Met Overall experience conf 87%
Customer had to explain unplugged cable mid-call; agent could have verified physical connections earlier to reduce repetition.
Call Transcript26 turns · 27 lines
Speaker 1
Can you take a, can you – that serial number or can you give it to me? Yeah, yeah.
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. [music]
00:00
Speaker 1
Oh, hi. [silence] We were having issues with our linksys router again. [silence] It's just turning red and we've we're pretty techy people. [silence] We've tried
02:00
Speaker 2
[silence] Hi, thank you for calling Linksys, this is Gina, and I'll help you today.
02:00
Speaker 1
reset our modem checked our modem lights the modem seems to be getting a service we don't have a service outage but for some reason the router is just keeps turning red every time that we do like a reset. yeah. yes ma'am. yes ma'am. I'm sorry what? let me go check it again. it is red.
03:00
Speaker 2
Okay, so now let's just confirm if I'm talking with Candice Perry. And your email ma'am is Candice by.b.parry pattern dot com. So what's the current light indicator of the parent mode? What's the light indicator of the parent node. How about the child note?
03:00
Speaker 1
Let me ask my husband. Hey, Zach. Zach, can you please tell me what color the child node is upstairs? [silence] Brooklyn, please be quiet. [silence] Denver, I'm on the phone, please stop. I'm so sorry. [silence] Denver, Zach, what color is the child node upstairs? [silence] Zach, what color is the child node? [silence] The child node that's in Brooklyn's room, what color is the top of it? [silence] It's red also. Okay, so unplug the power on both. [silence] Okay. Okay.
04:00
Speaker 2
Yeah, it's okay. Okay, this time, can we try to power cycle the modem and the parent node? So unplug the power adapter of both devices and let's wait for 30 seconds up to one minute to plug the power back. Okay. Yes, modem. The modem from your Internet service provider, which is Xfinity.
04:00
Speaker 1
okay. okay. all right, and I'm hooked in there. all right, that's done. yes. okay. you guys, I'm on the phone. you guys can't be screaming, okay? I'm so sorry. I don't think there's ever a quiet time. yes. Oh, first, okay. Okay.
05:00
Speaker 2
then the apparent so it let's wait for 30 seconds to plug the power back. Yeah, sure. It's okay. and let me just confirm the last digit serial number of the parent node, Candice. It's D00084, correct? Okay. Now can you please plug the power back of the parent node for me first?
05:00
Speaker 1
you, okay, okay. Diamond, you need to get out of here, bud. Okay. As of, as of right now, it's just blue.
06:00
Speaker 2
your modem. Now, let's just wait for both devices to fully power off. And commonly, it will take three up to five minutes. So just keep on observing it. Monitor the light indicator of the parent node if it will turn into solid red or blue or. Okay? Thank you. Yeah, it's booting up.
06:00
Speaker 1
Wow. Now, last time that I called, there was an issue with the actual Linksys app. Do I need to make sure that's closed or anything on my phone? Okay. Okay. Um, it was blue. Now, the, the, Linksys router is red. Okay.
07:00
Speaker 2
no need we're just trying to reboot both devices so links this up won't affect with this one yeah just keep on observing it
07:00
Speaker 1
Dave, it's Jason. The other speaker is Wayne. Yeah. So, how's everything going? Nothing, man. Is there oil? Push the car around. Anything to make. no you may not Denver did you pick up all the sucker sticks yeah but triple H not right now baby it's red
08:00
Speaker 2
Okay, so what is the light indicator of the parent node? [silence] Again, let's check also, ma'am, if the ethernet cable properly plugged in from the modem to the internet port of the parent node.
09:00
Speaker 1
hold on just one. did you unplug any of those blue cables this morning? because there was one plugged in. it's not anymore. okay now it's turning white. uh. i apologize. i don't know the differ Well hold on. [silence] Transcribed by Sonia Saxsena
10:00
Speaker 2
ok, so you plug the Ethernet cable from the modem to the internet port of the parent node
10:00
Speaker 1
Yes, I did. Yes. Yes. Thank you. Okay. All right, I'm on speed test. Okay. Okay. Okay. Is it called speed test performance directory or? Oh, just go. I see it.
11:00
Speaker 2
the wired cable. Okay. And what is the light indicator of the parent number? Okay. Okay, let's check if you can access the internet now, since it's already solid white. your welcome and of course please visit fast.com or speettest.net Okay, please open a browser and then search Speedtest dotnet. And then kindly run speedtest. Yeah.
11:00
Speaker 1
You did unplug the blue. Is the blue back up? Yes, but you've got to like me need, me and you need to, we don't need to be you unplugged it. Kind of like the kids with the unplugged the you can't pull unplug stuff and not tell me like you had plugged one of the blue cable. That's why it wasn't working when I went through that whole troubleshooting thing. What's the blue cable for? What if it lost the connection? Okay, the download speed is 799.82. So we're good. Thank you so much. Yes, I'll do it again. I'll put it in airplane mode so I'm on for sure on the Wi-Fi. I'm sorry if I did that while it does. Well, the problem is if there's three blue cables and so when you unplugged it, I didn't even know which one I just assumed it was the one that was the closest to it. Well, I'm about to see if this is working.
12:00
Speaker 2
It's okay. It's actually good. Yes.
12:00
Speaker 1
white. everything. I'm online. I'm on, uh, I'm doing a speed test now with the Air plugin. oh, let me like make sure my, uh, I was just playing random stuff on here. alright. so now the download speed is 490. yes. go to speedtest.net. on your computer. whatever one is wired. wired or not wired? I mean, either one, I guess. I'm doing it from my phone. now it's 522. okay. Thank you so much for helping it. so, in the future, if we ever unplug things to do a reboot, we should unplug the modem and the router at the same time and then when we plug back up, we plug up the modem first
13:00
Speaker 2
So it's still good, since you're wireless, there's a interference that possibly caused the issue, but can we do it for the last time. [silence] Okay, it's still good. [silence] Yeah
13:00
Speaker 1
Or, no, sorry, the router. Plug up the router first and then the mode- I think we've been doing- Hold on. So, basically, we're doing the opposite. We've been plugging the modem up first, but we should always plug the router up first. Okay. Yeah. Yes, it's solid white. All right, thank you so much. You too. Bye.
14:00
Speaker 2
the router first. Yeah, and most importantly, can this check your physical connection, particularly the ethernet cable to the properly plugged in from the modem to the internet port of the parent node? Can We check also the light indicator of the child mode? Is it solid white now? Okay. So for the meantime, observe your connection and then don't hesitate to call this back if you need further assistance. So just use the same ticket number: 120801. You're welcome and have a great day. Bye for now.
14:00