V2 Rubric Detail — 2a286efe-64ed-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:55
Duration
12m 2s
Contact
Andy
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132986
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall29.0% (+9.0)

V2 Grader Summary

The agent acknowledged the OOW status and initiated basic troubleshooting with a power cycle suggestion, meeting R3. However, technical inaccuracies (T3), failure to use diagnostic tools (T2), poor communication (C1, C2), and lack of ownership (O1, O2) prevented meaningful progress. Despite partial recognition of symptoms (T1), no resolution was achieved, and the call ended unresolved due to customer disengagement and agent inaction.

V1 Case Analysis

Mother node shows solid blue, child node red blinking after power outage; no Wi‑Fi network visible. Agent suggested power‑cycling modem and router, mentioned out‑of‑warranty status, but no proper troubleshooting was performed. Call ended without resolution.

Troubleshooting Steps
  • Collected serial number from customer
  • Suggested power‑cycle modem and router
  • Suggested possible reset/re‑configuration if power‑cycle failed
Key Observations
  • Agent never identified the exact product model or family.
  • LED meanings were described incorrectly (green/black, etc.).
  • Agent gave vague power‑cycle instructions and did not verify WAN status.
  • Call was left on hold for several minutes before the agent disconnected.
  • No case number or clear next‑step (callback/escalation) was provided.
Positive Highlights
  • Collected the customer's serial number (though repeated incorrectly).
Agent Errors / Gaps
  • Failed to obtain or confirm product model number.
  • Provided incorrect LED color interpretations.
  • Gave nonsensical statements ("green and black", "solid lie").
  • Did not verify internet/WAN connectivity before suggesting fixes.
  • Did not confirm whether the suggested power‑cycle resolved the issue.
  • Did not create or reference a support case number.
  • Ended the call after a long silence without a proper closure.
  • Misapplied warranty language and did not follow proper warranty lookup protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended without resolution; agent did not confirm internet restoration or node reconnection.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified LED states and suggested a power cycle, but skipped critical steps like checking WAN connection or modem-direct test.
R3 Met Correct resolution path conf 95%
Correctly identified device as out-of-warranty and recommended best-effort troubleshooting (power cycle, reset) instead of RMA, aligning with OOW policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Recognized symptoms (blue parent, blinking red child node) but failed to ask diagnostic questions about WAN status or perform isolation steps.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use router dashboard (192.168.1.1 or myrouter.local) to check internet status or node topology, despite being a standard diagnostic step.
T3 Not Met No misinformation conf 98%
Incorrectly stated solid blue means 'AR workin' — no such term in KB; also confused green vs. blue LED meaning; child node blinking red indicates disconnection, not just error.
Communication
C1 Not Met Clear & professional language conf 97%
Repeated prompts, failed to regain control after customer silence, and released call abruptly without confirmation.
C2 Not Met Confirmed understanding conf 95%
Mispronounced 'Linksys' as 'Lixus', used unclear phrasing ('AR workin'), and did not confirm customer understanding of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Provided only generic advice; did not commit to resolving the issue or follow through after customer disengagement.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timeline given; only vague suggestion to power cycle and 'consider reset' without guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue was standard OOW troubleshooting within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required in this scenario.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Offered brief apology for OOW status, but did not acknowledge customer frustration over outage or prolonged downtime.
X2 Not Met Tone & rapport conf 90%
Used technical inaccuracies and unclear terms ('AR workin', 'Lixus') without adjusting to customer confusion.
X3 Not Met Overall experience conf 95%
Collected serial number but did not use it to identify model-specific behavior or firmware; forced repetition during power cycle instructions.
Call Transcript16 turns · 16 lines
Speaker 1
Welcome to this course. [silence] Hi Regina, I don't know what happened the mother, we had a power outage and the mother node went out and um, that's never happened before. So now I can't get usually if the other node goes out, I can set it, I can get it
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 warranty products, Please have your device serial number and contact information ready. If unavailable kindly call back later for out of warranty product paid support options may be available depending on the issue. Hi thank you for calling Linksys this is Regina how can I help you today?
00:00
Speaker 1
it back. What can I do to get the mother node back on track here? No, I called back a few years ago, a couple years ago. Oh no, I called back yeah, a couple years ago. I think. Yeah. My first name is Andy. Yeah. Yeah, I don't give that out. What do I do here? Do I unplug it? Why did the mother node go out?
01:00
Speaker 2
Okay, so I totally understand your concern all about sure what's this your first time calling us for support and are you calling from are you calling from United States I know your first name and last name Andy and your last name Andy okay but would you like me also to continue gathering your information including your router because
01:00
Speaker 1
No, you don't have to do that. I just want to know how to fix it. Oh, forget hold on. Well, I have the serial number on the box. Is that what you want? Oh, hold on. I got to go over there. I don't know why it went out. But we need to get it fixed. And the light is not green or red. It's blue. What does that mean? Oh, hold on. Okay. Okay. All right. The serial number. Hold on now. Oh, it's hard.
02:00
Speaker 2
create a record here in our system, but can you please provide the serial number of the parent node? Make sure it is the serial number of the main router labeled on the bottom. ... I need to gather the serial number of the routers or so that I can verify its product features and compatibility.
02:00
Speaker 1
2 0j 1 0 C like Charlie. 6 8 7 4 5 0 4 8. Thank you. Oh, wait, hold on, hold on. I got to go back. I got to bend down. Go ahead. That's right. That's right. Well, we had three, but we only have two. We have the mother node and one other one hooked up Comcast.
03:00
Speaker 2
So, two zero J for Juliet, one zero C for Charlie, six eight seven four five zero six five zero four eight. And how many Lynchis devices do you have in total, sir? And who is your Internet service provider? Okay, now before we proceed solid lie solid blue light or solid green light for this model, sir, which means the AR workin.
03:00
Speaker 1
Wait, say that again? What is, well, green means everything's okay, right? Well, no, I mean, it's not, we've never, I don't think I've seen the blue before. It's only either been green or red. And now we have a blue. And um, but the problem is the node, hold on, let me see what the note, what the other node color is. Um, the other node color is red and blinking red. It's like pulsating red. That's the other node. But the mother node, um, is blue and it's not, you know, when we go onto our computers, it doesn't even show up as an option to select as a Wi-Fi.
04:00
Speaker 2
No, your green and black, green and solid black.
04:00
Speaker 1
yeah, well, should I should I tip poll the plug out and put it back in or, like what, you know? Oh, wait, wait, I know. I know, I know. Wait, hold on. Say that again. If you could power up the um the mother node at, you know, shut off, pull the plug out of the mother node and pull the plug out of the um the router and modem for Comcast. Um and then plug it back on both of them. Which one do I.
05:00
Speaker 2
okay, so regarding with that I would like also to set expectations regarding of the warranty status of your Lenis devices. Okay, so it also indicate enough Yeah, you can, uh, you can also try to power cycle both modem and the parent node from Lenis. But since your device is already out of warranty, I really apologize to their, that yeah, and wait three seconds up to one, uh minute to plug the power back, and if the issue still per-points,
05:00
Speaker 1
Plug back in first. Oh, wait, I wouldn't. So, so I'm going to pull up. Hold on now. Thank you. I'm going to pull the plug out of the Lixus and then pull the plug out of the Comcast Comcast. And then wait 30 seconds and then put, um, and then put in the plug from links and then the plug, and then the plug back in for Comcast. Oh, you mean I'd reset the links. I'd reset the link. Uh-huh. Reset? because, um, hold on a sec.
06:00
Speaker 2
Linked devices. Yes. Exactly, and then if the issue still persists, Andy, you may consider to reset and reconfigure your Linksys devices. Yeah.
06:00
Speaker 1
just to move the plug out of the comcast, and then we'll pull it out of the, uh, hold on now. Oh, god.
07:00
Speaker 2
Hello? Are you still there? Hello? Andy? Hello? And since there has been no response from the other line, I really need To release this call after ten seconds, Andy, to give way for the other customer.
11:00