V2 Rubric Detail — 28eb5ea8-7644-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:30
Duration
58m 51s
Contact
Brandon Liu
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#TE00135683
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 (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall55.1% (+19.1)

V2 Grader Summary

The issue was not resolved as the customer still had no internet connectivity at call end. The agent performed reasonable troubleshooting but skipped critical steps like testing the modem in isolation and provided technically inaccurate information (LED state, URL). However, ownership was demonstrated, escalation was appropriate and well-executed, and the customer was treated with empathy and professionalism despite the technical shortcomings.

V1 Case Analysis

MX6200 router shows no internet; modem works directly. Agent performed multiple resets, incorrect 5-press method, used wrong URLs (myrouter.loc2al, myrouter.info), misread LED (solid blue as setup mode). WAN settings not verified. Escalated to L2.

Troubleshooting Steps
  • Power‑cycle router and modem
  • 20‑second factory reset hold
  • 5‑press method attempts
  • Attempted web UI access via http://myrouter.loc2al and http://myrouter.info
  • Verified Ethernet cable connections
Key Observations
  • Agent incorrectly stated solid blue LED means 'setup mode' — per KB, solid blue means online/healthy (led_intelligent_mesh_consumer.md).
  • Agent used http://myrouter.info for MX6200 — incorrect; this model uses http://myrouter.local (adjacent_common_wifi_questions.md).
  • Agent typed 'myrouter.loc2al' — typo that would prevent access.
  • Repeated 5-press method on MX6200 — invalid; this model uses Cognitive Mesh with Pair button, not 5-press (universal_5press_models.md).
  • No verification of WAN settings (DHCP/PPPoE) despite modem working — missed critical step (universal_isp_modem_diagnostics.md).
  • Agent escalated after multiple failed attempts without confirming basic configuration — inefficient and inaccurate.
Positive Highlights
  • Collected model number, serial number, and customer contact details (transcript [04:00]).
  • Expressed empathy and apologized for the inconvenience (transcript [02:00]).
  • Performed basic power-cycle and confirmed modem functionality via direct PC test (transcript [26:00]).
  • Verified physical Ethernet connections between modem and router (transcript [25:00]).
  • Escalated appropriately after failed troubleshooting attempts (transcript [58:00]).
Agent Errors / Gaps
  • Misinterpreted solid blue LED as 'setup mode' — contradicts KB (led_intelligent_mesh_consumer.md).
  • Provided wrong router access URL (myrouter.info) for MX6200 — should be myrouter.local (adjacent_common_wifi_questions.md).
  • Typed typo URL 'myrouter.loc2al' — would fail to resolve.
  • Advised 5-press method on MX6200 — model not supported; uses Cognitive Mesh with Pair button (universal_5press_models.md).
  • Repeated 5-press attempts without checking WAN configuration — violated troubleshooting flow (universal_isp_modem_diagnostics.md).
  • Failed to verify ISP settings (DHCP/PPPoE) after confirming modem works — missed key diagnostic step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer still reported 'no internet connection' at call end; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed power cycle, reset, 5-press, cable check, and ipconfig, but skipped verifying WAN port speed or testing modem directly with router disconnected.
R3 Met Correct resolution path conf 96%
After extensive troubleshooting failed, agent correctly escalated to Level 2, which is the appropriate path for unresolved hardware/software issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (no internet) and gathered model/serial, but did not logically isolate root cause (e.g., skipped WAN status check or ISP-specific config verification).
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use the required tool: testing internet directly at modem with router disconnected (per universal_isp_modem_diagnostics.md Step 1), a critical diagnostic step clearly required here.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated solid blue LED means 'setup mode' (correct: online/healthy); gave malformed URL 'myrouter.loc2al' and invalid IP '192.168.1.2'.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but had long silences, repeated unclear instructions, and mischaracterized LED states, indicating loss of direction.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but introduced confusion with incorrect technical terms (LED meaning, URLs), suggesting poor adaptation to customer's comprehension needs.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on case, performed multiple troubleshooting steps, and only escalated after attempting resets, UI access, and diagnostics.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: 5-minute hold followed by escalation, informing customer of the process and keeping line open.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation followed reasonable L1 troubleshooting; issue persisted despite multiple attempts, meeting trigger criteria in universal_escalation_guide.md.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation to Level 2, kept line open, and provided context about next steps.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized sincerely ('I'm really sorry for the experience'), acknowledged customer effort, and remained courteous throughout.
X2 Partially Met Tone & rapport conf 88%
Agent responded to customer pace but failed to adjust when confusion arose from incorrect URLs and LED descriptions, leading to repeated failures.
X3 Not Met Overall experience conf 93%
Customer had to repeatedly walk between rooms to reset router and test connections, an avoidable effort that could have been minimized with better sequencing.
Call Transcript70 turns · 84 lines
Speaker 1
Hey router, isn't working right now. The internet's not working. Um, so I've I've called Spectrum and the modem does have internet, but it seems like our router doesn't.
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, please have your device's serial number and contact information ready. if [silence] Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
yeah so our our internet from spectrum our routers from links is I thought the problems with the modem but the internet through it's just the the router is offline or I I'm not sure what's wrong what was the troubleshooting done by spectrum is out yeah so they restarted it I plugged in my PC directly to the modem and my PC gets internet but when I plug the router to the modem the Wi-Fi
01:00
Speaker 2
Sorry, so you have already called spectrum. I see. What was the troubleshoot done by the spectrum? Did they try? Perform any troubleshooting or?
01:00
Speaker 1
uh, I'm not sure. This problem's been going on for about two days now. So, I don't know if there's been an outage, but the internet's been down for two days, but or the Wi-Fi's been down for two days. But like I said, my PC gets it if I connect it directly to the modem.
02:00
Speaker 2
I see. You have plugged in your PC directly to the modem? Mm-hmm. I see. Um prior to having this issue sir was there like any outage? Mm-hmm. Mm-hmm. I see. All right sir, uh let me just run some verifications with you and gather information about your account. Silence.
02:00
Speaker 1
okay. Brandon liu at Gmail. uh, B L I U 2548 at gmail.com. That's correct. Yeah.
03:00
Speaker 2
router. Yeah in order for me to proceed further and see what I can do to help you with your concern. I'm really sorry for the experience that you were having right now. I'll try to check and see what um what I can do with this. Okay, so let me just create a record here on my end starting with your full name. Brandon Liu. How about your email address Brandon? All right, so that's blu2548.chumii.com. All right. Can you provide me the name of the store where the product was purchased?
03:00
Speaker 1
Um, I don't know what the model number is. Oh, MX 6200. And then the serial is 58W10M22E00111. That is correct. Um, just this one.
04:00
Speaker 2
Model number of your Linksys router? as well as the serial number, please? a LinkSys router with a model number Mx. 6200 with the serial number 5 a w for Whiskey 1 M for Mike 22 E for Echo 0111. All right. And how many nodes do you have, sir?
04:00
Speaker 1
are we finding a router as the node because we only have the router set up okay yeah sorry what oh nothing else besides this router yeah correct correct Okay.
05:00
Speaker 2
the router is also considered as a node they're actually all routers they're actually all routers if you have node with the same route I mean same model and figu- configure as a child node anyway so you only you only so you only have one of this MX6200. Okay, all right, sir. So let me just finish up the record here. Just bear with me. Okay. And by the way, sir, what have you done so far?
05:00
Speaker 1
Um I've just I've just tried to restarting it I have the Linux app and I've done whatever the Linux app has asked me to do for the troubleshooting so I mean it's just restart your router I've done that but it's not picking back up. All right I just unplugged it okay okay
06:00
Speaker 2
okay so how about this one sir let's do a power cycle first so let's unplug your router from the power source and wait for at least a minute. all right sir all right so let's wait for a minute and then after a minute uh let's plug it back in. but I'll just tell you if it's already one minute okay I have a timer here. [silence] Okay, so you can plug it back in. Okay, so let's wait for at least two minutes to reboot and set up. And let's see what the light indicator will give us.
06:00
Speaker 1
It's solid blue. Yeah. Uh, yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Solid setup. Okay. Okay. Okay. Uh-huh. Uh-huh. Okay. [silence]
10:00
Speaker 2
any progress there? solid solid blue all right so uh since it's solid blue sir it's now on setup mode so all we need to do is just can't yeah so all we need to do is just configure it to go online so it probably went back to its default settings so you need to set it up again from scratch okay um so right now uh I want you to press the reset button on the router or five times within five seconds. so press the reset button five times within five seconds not too fast not too slow.
10:00
Speaker 1
Blinking white. No, it's not white. Okay, it's solid white. No, it's flashing white now. Is that should we still wait? Okay. Okay, go.
11:00
Speaker 2
Alright. Okay. Give it some time. It's now trying to configure. And it will eventually go to solid light, which means it's online. So let's wait. Let's just wait for it. Alright. Yes, sir. Normally, it really would take at least two minutes for the router to go online once you've configured it.
11:00
Speaker 1
okay. okay. [silence]
13:00
Speaker 2
Oh, it's probably red, sir. Um, no worries. Give it some time. That's uh actually a normal light indicator. I mean, light pattern. Mhm. Alright, sir. How is it? Any progress?
13:00
Speaker 1
I feel good. Okay. okay, it turned blue.
14:00
Speaker 2
okay no problem so let's let's go and reset it properly instead of using uh links this app we're going to press and hold the reset button on the router for at least 20 seconds so press and hold the reset button for 20 seconds All right, give it some time, please. So let's wait for 2 minutes.
14:00
Speaker 1
[silence] Yeah. Is flashing blue. [silence] Okay. [silence]
15:00
Speaker 2
can you observe any. light behavior? Yes. Okay. That's normal. So, let's wait for it. until it gives us a solid blue light again. And then, we're going to perform the five-pray method again as well. All right, so let's just wait for it to turn solid blue. all right, sir. so let's perform the five press method again. so press the reset button five times within five seconds. all right, and then let's wait again for at least two to three minutes
15:00
Speaker 1
it's solid blue yeah yeah all right okay I'll do it again I'm taking it back
19:00
Speaker 2
Any progress, sir? Uh, and, it, it, it, it's still solid blue. Oh, and, can, can you make, make sure that, that you, you perform the 5-press method properly, sir? So press the reset button five times within five seconds. Wait a few seconds before you're normally, um, you're counting 1, 2, 5 normally. [silence] do you have the option how important
19:00
Speaker 1
Yeah, it's blinking white and then now it's blinking, I don't know what this is. Red, yellow, blinking yellow. [silence]
22:00
Speaker 2
Is there any light pattern? Okay, sir. All right, that's a good progress. Let's just wait for at least two to three minutes. [silence]
22:00
Speaker 1
It's a solid red now. It's solid red. Or is it solid yellow? I don't know if yellow is an option. Okay, yeah. Hmm.
23:00
Speaker 2
It's showing solid red. Okay. Let's give it more time, Sergey. and then we're going to proceed with the next troubleshooting. Just to confirm with you, sir did it turn solid red at any point in time?
23:00
Speaker 1
uh from flashing white to flashing red and then to solid red I okay yeah well I unplugged it up and plugged the router back in before this call [silence]
24:00
Speaker 2
[HUMAN_REVIEW] all right. All right. So, you've mentioned earlier that you have a personal computer that is hooked up directly to the modem, right? Oh, okay. Okay. How about this, sir? Can you check the physical connections? The Ethernet cables connecting from the router to the modem?
24:00
Speaker 1
yeah, they look plugged in. To me, it's collecting, but like, it doesn't pull out. Yeah, it is.
25:00
Speaker 2
and you check if they're properly plugged in and you check if uh the cable the ethernet cable connecting to the router is uh plugged into the internet for Yeah, good. Okay, sir. How about this one? let's plug in your computer's ethernet cable directly to the modem. First, let's double check if you still have internet connection coming from your modem. Can you confirm the first four numbers are first four numbers are
25:00
Speaker 1
Yeah, my PC does get internet. It gets internet. So, I have to plug the router back to the modem. Okay. Give me one second. [silence]
28:00
Speaker 2
but sir after death, sir, that would be. excuse me. sorry? okay. So now let's uh plug in again the ethernet cable back to the router, and we're going to access the um the Linksys web interface. Yeah. So, once you plugged in back the, the Ethernet cable connecting your router and the modem, let's also connect the Ethernet cable from your personal computer directly to the router. All right.
28:00
Speaker 1
Okay, I have to plug both in. It's like, it's a couple rooms down. Yeah, it will take like 10-15 steps. Okay.
30:00
Speaker 2
all right, so, [ silence ] how far is your PC from your [ silence ] router, sir? oh, okay, so you you still need to go to your computer and then go back to your router. [ ] i see. how about this one so that you will not have trouble going back? let's reset again your router. so, again, press and hold the reset button for 20 [ silence ] Alright. So let's wait for it to go solid blue. [silence]
30:00
Speaker 1
Okay. It all went gluing now. Okay. Okay. Okay.
33:00
Speaker 2
All right. So, let's go to your computer sir and access the web interface. Okay, so, all right, sir, so we'll name the app and create one, okay? The Coreriser app. So here we are. Let's log out and log in back with a dev admin. [silence]
33:00
Speaker 1
Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Says your connection is not private, Bill. Yeah. I'll proceed.
34:00
Speaker 2
So, uh on your computer, let's open the browser. And then on the address bar, let's type in and search for http://my router.loc2al. Uh-huh. Is there Advance option? Okay, let's click on advance then hit unproceed. How is it? [silence]
34:00
Speaker 1
just checking for internet. [ silence ] there's no internet connection. Your internet might be down because of local power outage or issue with your ISP. yeah. [ silence ] uh-huh. uh-huh. [ silence ]
35:00
Speaker 2
Okay. I'm sorry. Did you hook up your, yeah, you've already hooked up the PC directly to the router, right? Because actually, you don't need an internet to access the web interface. But anyway, let's try this one instead. You type in http://192.168.1.1.
35:00
Speaker 1
Oh . Dot 1, got one. Okay. Enter. [silence] It also tells you no internet connection. says I mean my Ethernet says it's connected with no internet and then the the website says no internet connection. Yeah and then it gives me options to restart your modem or enter ISP settings.
36:00
Speaker 2
192.168.1.1 Yes. The website says no internet connection.
36:00
Speaker 1
The model of my modem. I don’t know I can go check. Well, so we we had internet before and it randomly went down two days ago. [silence]
37:00
Speaker 2
Okay, um, just to confirm with you, sir, may I know what's the model [silence] of your modem? Okay. [silence] Because it seems like [silence] it's [silence] there's probability that your modem is a gateway or a modem router. [silence] That's why it's not getting internet from the...
37:00
Speaker 1
uh, we had it set up for a couple months now, and then two days ago, we just went out and hasn't been come back and hasn't been back on. Okay. Okay. Okay. Yeah, hello. [silence] Okay.
38:00
Speaker 2
Hello, sir, Brandon, thank you so much for patiently waiting on the line. Hello. Yes. Uh, so here's what we're going to do now, sir. Um, we're going to try to check and get your exact IP address. Okay. So, uh, but before that, can you do
42:00
Speaker 1
The Wi-Fi on my computer, so my computer doesn't have Wi-Fi. I have to use ethernet, but I can check on my phone for Wi-Fi. Yeah, there's a lot of computers. I can turn those on if you would like. Okay. Okay. Don't let... Okay.
43:00
Speaker 2
Double check if your Wi-Fi, or the Wi-Fi on your computer is also turned on. Uh, no need sir, if you say so. Because there are, you know, computers that can connect wirelessly and then connect hardware. Yeah. Uh, alright. So, anyway, um, let's, let's try to get the, um, exact IP address on your router. I mean, on your computer first. The one that is getting from the router. So, that's what we're going to access. Alright. So, um, uh, is your computer.
43:00
Speaker 1
Windows, huh, huh, huh, uh huh, yeah, I am, IP config, slash, all, okay
44:00
Speaker 2
So don't have Windows or Mac OS, okay. So let's press the Windows key plus R and open the run dialog box. And then type CMD, C M D and press Enter to open the command prompt. All right. Are you already in the command prompt? Okay, so let's type ip config, I P C O N F I G and then press Enter. Okay, and then you look for the Ethernet adapter, or whatever interface you're using for your main internet connection might also be that adapter but it's usually Ethernet or the wireless connection, okay? And then in the column that says IPv4 address, it should be listed there.
44:00
Speaker 1
okay ethernet it has a bunch of rose beneath it. yeah IPV4 address one nine two dot one six eight dot one dot two two two and then it says preferred next to it in
45:00
Speaker 2
yeah, Ethernet adapter. Can you see their IPv4? Yes. Can you provide me the address? That's 192.168.1.222. All right. Okay, just a moment.
45:00
Speaker 1
Okay Okay uh-huh uh-huh uh-huh Okay authenticate Okay
46:00
Speaker 2
All right, sir. So, uh, let's go back to the browser. Mhm. And then, um, on your browser, let's type in https, uh-huh colon double forward slash my router, dot info . Mhm. Yes, sir.
46:00
Speaker 1
I still see no internet connection. I still see no internet connection. Yeah. Okay. I still see... Okay. I still see no internet connection. Okay. I still see... Uh huh. I still see... I still see no internet connection. Okay. I still see... I still see... [ silence]
47:00
Speaker 2
How was it, sir? You can still see no internet connection? Okay. All right. So let me just notate something here. okay alright so uh let's type in uh different address and then um let's uh type in HTTPS colon double forward slash 192.168 doc one 68 dot
47:00
Speaker 1
[silence] okay answer [silence] it says the site cannot be reached 192.168.1.2 refused to connect. Yeah, the site can't be reached. [silence]
49:00
Speaker 2
All right, sir, thank you so much for that information. Let me just go ahead and check further this one here on my system. So let me just put you on hold for at least that five minutes. All right, sir, thank you so much. [silence] Um, hello sir. Brandon. Sorry. Uh, I just want to confirm, are you using VPN on your computer? All right. All right. Thank you, sounds for that. [silence] Hello, sir. Thank you so much for patiently waiting. All right. So, this will be our last resort. We're going to try using [silence]
50:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Okay, give me one second just to get back to my PC. Are you talking about, I see [silence] [silence] developed set up, but I don't see art or internet. [silence] That wasn't set up before. Uh huh. [silence]
54:00
Speaker 2
A different browsers to check if um the same error OK and after that uh we will proceed in escalating if the same error is still showing, sir. All right sir and um by the way sir um can you also try checking through your phone if the um the wi-fi broadcasted by the linksys router is also showing, sir. OK Aha that's actually the default wi-fi name.
54:00
Speaker 1
So is that I see developed setup, we named our Wi-Fi something else, but I don't see that one. Right. right. Okay. right. Okay, I'm at my computer. right. right. right. Uhuh.
55:00
Speaker 2
All right. [silence] and then use different browser. What browser are you using,
55:00
Speaker 1
Oh, turns out chrome. Um, I I was also using Chrome previously. I've, I can use microsoft Edge to see if I. okay.
56:00
Speaker 2
Singing right now. Previously. Oh, do you have a different browser? Okay, can we try using the Microsoft Edge? All right. And then, let's type in again the https, colon, double forward slash, MY router . info.
56:00
Speaker 1
I still see the same thing. No internet connection. Your internet might be down because of a local power outage or issue with your ISP. you. Okay. Okay. Okay, sounds good. All right. Thank you. You too. Bye.
57:00
Speaker 2
All right, so just keep your line open, sir. I will now proceed and escalating this. All right, sir. Um, I appreciate your time and all the troubleshooting you've done with me. Um, no worries, uh, our level 2 tech will take care of your issue right now. All right, sir. I appreciate your time. Thank you for calling Linksys. Just keep your line open. All right? All right. You're very much welcome, sir. And thank you so much for your time. Have a great day. Take care. Bye for now.
58:00