V2 Rubric Detail — 2cb4ce4e-767a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:57
Duration
16m 38s
Contact
Patricia Miklik
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135727
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_ Initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp2.86/5
Overall33.4% (-2.6)

V2 Grader Summary

The agent failed to apply the authoritative diagnostic process from universal_isp_modem_diagnostics.md, skipping the critical step of testing the modem directly and checking the router's WAN status via the web interface. While the agent correctly suggested a power cycle and provided a ticket, the lack of technical depth and tool use led to an unresolved outcome. No escalation was warranted or performed, and customer effort was not reduced as the user had to retrieve the password and contact the ISP independently.

V1 Case Analysis

Customer reports no internet after new modem installation; router LED solid white/blinking green. Agent did not collect model/serial, misinterpreted LED behavior, and failed to follow KB diagnostics. Advised contacting ISP and power-cycling. Ticket LTS001135727 created. Issue unresolved.

Troubleshooting Steps
  • Asked for router LED status (reported as solid white/blinking green).
  • Guided customer to connect laptop to Wi-Fi network 'V-lop setup 305'.
  • Confirmed laptop connected to Wi-Fi but had no internet access.
  • Advised contacting ISP (Cox) to register new modem.
  • Advised power-cycling modem and router.
Key Observations
  • Agent did not collect router model or serial number (critical protocol failure).
  • Agent misinterpreted LED states: claimed solid white means 'not set up' (contradicts KB; solid white is not a standard state for Intelligent Mesh).
  • Agent incorrectly stated blinking green on modem means 'trying to connect' (modem LED behavior is ISP-specific and not covered in Linksys KB).
  • Agent skipped Step 1 (test directly at modem) and Step 3 (check router WAN status) from universal_isp_modem_diagnostics.md.
  • Agent did not access router web interface to verify WAN IP or connection status.
  • Agent provided vague and incorrect guidance, leaving the customer without a clear path to resolution.
Positive Highlights
  • Created a ticket number (LTS001135727) for the case.
  • Attempted to guide the customer through Wi-Fi connection.
  • Provided a clear next-step recommendation to contact the ISP.
Agent Errors / Gaps
  • Missing product model/serial collection — critical protocol breach that prevented correct LED interpretation and troubleshooting.
  • Incorrect LED interpretation: claimed solid white means 'not set up' — contradicts KB (led_intelligent_mesh_consumer.md). For Intelligent Mesh, solid white is not a standard state; solid purple indicates ready for setup, and solid blue indicates online. The agent conflated states across systems.
  • Incorrect modem LED interpretation: claimed blinking green means 'trying to connect' — this is not supported by any KB. Modem LED behavior is ISP-specific and not covered in Linksys documentation.
  • Did not follow universal_isp_modem_diagnostics.md: skipped Step 1 (test directly at modem) and Step 3 (check router WAN status).
  • Failed to access router web interface (192.168.1.1 or myrouter.local) to check WAN IP or connection status.
  • Did not verify if internet was restored after suggested power-cycle before ending the call.
  • Provided materially incorrect advice that could mislead the customer and delay resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded issue was with ISP/modem without confirming resolution, leaving customer to call Cox Cable; no internet restored.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about light states and password, attempted Wi-Fi connection, and suggested power cycling — basic steps taken but no systematic isolation (e.g., direct modem test, WAN status check).
R3 Partially Met Correct resolution path conf 85%
Agent advised contacting ISP and created a ticket, which aligns with common ISP-modem dependency, but did not verify if router was functional or if manual setup was needed (e.g., DHCP, VLAN).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow the logical diagnostic process in universal_isp_modem_diagnostics.md. Specifically, the agent skipped Step 1 (testing connection directly at the modem) and Step 3 (verifying WAN connection via web interface), jumping straight to ISP blame based on a blinking modem light.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use required tools/resources. Per universal_isp_modem_diagnostics.md and universal_isp_speed_tiers.md, the agent should have guided the customer to the local web interface (192.168.1.1) to check WAN status and port speed, but relied solely on verbal descriptions of LED colors.
T3 Partially Met No misinformation conf 85%
The advice to power cycle (modem first, then router) is technically correct per universal_isp_modem_diagnostics.md and universal_escalation_guide.md. However, the agent provided no guidance on manual configuration (PPPoE/VLAN) or bridge mode, which are critical for resolving 'Disconnected' WAN states as outlined in the KB.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no agenda, frequent silences, unclear transitions, and agent lost control when customer became distracted or needed help finding password.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms and repeated instructions, but failed to confirm understanding (e.g., when customer struggled with password) and did not adapt to customer’s need for direct help.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on call, created a ticket, and provided number, but did not take ownership of guiding customer through full diagnostics or follow-up.
O2 Partially Met Proactive follow-through conf 85%
Provided ticket number and suggested calling ISP, but no clear timeline or agent-led follow-up was promised.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted — issue remained at L1 troubleshooting stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for disconnection and thanked customer for patience, showing basic empathy and professionalism.
X2 Partially Met Tone & rapport conf 85%
Maintained polite tone but did not adjust pace or method when customer was confused; repeated steps without checking comprehension.
X3 Not Met Overall experience conf 95%
Customer had to retrieve password with family help and was told to call ISP themselves, increasing effort instead of reducing it.
Call Transcript32 turns · 33 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Brandi: Hello? Kyle: HiHi ma'am, this is Caral from Linksys. I'm sorry your call got disconnected. So, how was it ma'am? What's the light right now on your router? Brandi: OkayKyle: Okay, right now, what's the umm modem connected? The old one or the new one? Brandi: [silence] Kyle: But when we, uh, but when we, do the setup, um, [silence]
00:00
Speaker 2
connected. Sorry about that. Yes. it's stiff. solid solid white. And I hooked up, myI hooked up my old modem. I I don't I don't know if it was the modem or the router that that actually died. Should so do you want to try the old modem or should I put the new one back on? Got the I put the old one back. Yeah, I put the old one back on since it was already uh registered.
00:00
Speaker 1
up earlier before our call got disconnected. Did we use the old or the new? Can we try that one? Ma'am? Okay.
01:00
Speaker 2
No, we use the new. So, should I put the new back on? Yeah, hang hang on one second, I don't want to squeeze you off, hang on.
01:00
Speaker 1
The light on the lynx is right now, it's turns from white to red
02:00
Speaker 2
okay as I get back on okay just white yeah just white [silence] okay my background is back on okay just white yeah just white
02:00
Speaker 1
Router is still connected to the modem new modem or old?
03:00
Speaker 2
yes, to the new modem, I put it back to the, to the new modem and it's still just white. Still blinking, still blinking green. Uh, it only has one light just blinking green. I don't know. it might be because [silence] okay, let me step outside so I can see the numbers. Yes. okay. all right. hang on. Hey Siri. hey Siri. okay. are you still there? okay. still here. um, let's see. where's the, the modem box? ok, eris model. s- 34,
03:00
Speaker 1
34 Okay. Is it still blanking?[silence] Oh yeah, I think that's all. What's the color of this? So the black or white? Yes. Okay. I think that only have one on light, but right now it's still blanking. [silence]
05:00
Speaker 2
the modem is white. Yes.
05:00
Speaker 1
What's the color of the light right now, ma'am? Let me just verify this. There's a cable that connects between your new modem and your linksys router, right? And then on the linksys router, it shows on the internet port, right?
06:00
Speaker 2
Hey sure. Can you call Cox cable and get the modem the new modem set up with them? Call Cox cable and tell them you need to add a new modem. Oh no, never mind. the modem is still uh blinking green. And the the router is white solid. Do you want to? do you want me to call Cox cable and uh yes, ethernet cable, yes. Yes, on the internet port and on on the on the accessory port, I have an accessory box plugged in for the.
06:00
Speaker 1
Let me just very uh the light on the router is still solid white. Um on your um do you have a laptop right now that we could try? Oh yeah that's okay. That's okay. Uh let's um let's try the wireless. [silence]
07:00
Speaker 2
print printer and the Vonage telephone. And I have that plugged into there. Yes. I have a laptop, but um, I can't plug it into anything. I can't get. Okay. Okay. Hang on one second.
07:00
Speaker 1
Is this to Max or Windows? OK. On your Mac laptop on the upper, on the top of this, on the top, you can see there the Wi-Fi icon. OK. Highlight and the Wi-Fi. Click on that icon, ma'am. And kindly check if you can see there the name of your network, the one that we, um, the one that we have pictured earlier. The ones at the bottom of the, Oh, Oh. Yes. And then connect to that network name and it will ask for the password. Same thing, use the password that can be found at the bottom. [silence]
08:00
Speaker 2
Okay, I have my laptop open. Mac, I have Mac. [silence] Yes. Yes. The new? Right there. [silence] V-lop set up 305, I believe. Want me to click on that?
08:00
Speaker 1
the. Get through for at. Uh, I need to. Um, I used to have this. Uh, track now. Okay. Did you take a picture of it earlier, right?
09:00
Speaker 2
right. Okay. Hang on one second. Let me get that pass. Hey, Char. Char, can you come in here and help me please? I can't see the password on the router. Hang on one second. I'm having to have my mom get me the password. No, I will do that right now, though. Hang on. Down here where it says password. I need you to tell me what the password is. Oh my God.
09:00
Speaker 1
Okay. You call back? Then connect. Okay. Okay. Is it disconnect? Okay.
10:00
Speaker 2
Never mind, I got it. D, let's see, D U seven. Okay. Okay, I put the password in. Uh, I'm asking to join and I don't No, it did not connect. No, wait. I think here, I think I got it. Let me check the password one more time.
10:00
Speaker 1
I checked the emails to or get um we have the the email we have a copy of the receipt as well as the the the picture of that the adapter is okay okay I think I'll just leave it on the modem on the modem mm-hmm is it just I'm just green or is it like alternating green okay
11:00
Speaker 2
27 AIM. buying one. I had the password wrong. Okay. I think we're... got a solid... we got solid internet light connection. I think we're connected on the laptop. and the modem is still blinking green. No, it's just blinking green. Green flashing green. and the router is still white.
11:00
Speaker 1
Okay, then, since your laptop is all connected, try to check if you can access the internet. [silence] It's still no internet. Okay. [silence] Because if it is like stays on blinking mode on the modem, that means that it's like trying to um like connect to the um so you must like um contact your internet provider.
12:00
Speaker 2
[silence] Yeah. Okay. Uh no. No internet. I think it must be the modem then. Yeah. [silence] Okay. So Safari can't find the server. But it can't. Yeah. Call call. [silence]
12:00
Speaker 1
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13:00
Speaker 2
Okay.
13:00
Speaker 1
It's not set up. Okay? It's not set up. Once it's set up and it has internet, that will be white. Okay? Mm. Yes, yes, yes. Yes, and again, if you still need assistance, you're welcome. If you still need assistance on your link, then give us a call. And I'm going to give you a ticket number for this. So that uh just provide okay, just um just provide a this one. Mm-hmm. Just provide this number so that we can pull up your record here. Okay? And we'll just okay. Your ticket number will be um starts with letters L T S Larry Tango Sugar 00
14:00
Speaker 2
Okay. All right. Okay. All right. All right. All right. so it's, so it's actually it's saying it's set up, but the, the modem just needs to be registered and then we're good to go, probably. Yeah. Okay. Thank you. I will call. Okay, let me grab a, let me grab a pen. Hang on one second. Let me get the pen. That way my account. All right. Okay. All right. I'm ready. LTS. 00.
14:00
Speaker 1
135 727 yes yes okay or in any case after the internet turn um until when the light on the uh modem will be solid green or blue and then on the router will turn still red just try to turn off both devices like the router and the modem then once you turn it on turn in the modem first then the links as you're rather then check the light on the router if it still stays to solid red just give us a call okay but it will turn white just check the internet okay all right okay so thank you also for patiently cooperating with the trouble
15:00
Speaker 2
one three five seven two seven. Okay. LTS zero zero one one three five seven two seven. Yes. Okay. Uh-huh. Okay. Okay. I've got. All right, great. Thank you so much. I will call Cox cable right now. Okay.
15:00
Speaker 1
Good day, shooting and this is Karina again from Linksys. Have a great evening. You're welcome. Goodbye. [silence]
16:00
Speaker 2
Thank you, Carla. You too. Bye. Okay. Do you know the number for Cox Cable? It's fine. I always look it up. I look up Cox Cube North County.
16:00