V2 Rubric Detail — 3869ec0a-7bda-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:07
Duration
15m 19s
Contact
Randy Fedell
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136592
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall9.4% (-36.6)

V2 Grader Summary

The agent failed to resolve the connectivity issue due to omitted critical diagnostics (modem-direct test) and technically incorrect advice (LAN port usage). Communication lacked empathy, call control, and ownership, with no clear next steps or escalation despite unresolved failure. The outcome qualifies as partial resolution due to incomplete troubleshooting attempts.

V1 Case Analysis

Node blinking red, no internet, admin password unknown. Agent correctly advised using recovery key and cable checks, but no model/serial collected and no escalation scheduled.

Troubleshooting Steps
  • Advised swapping Ethernet cables and checking the modem Ethernet port.
  • Guided the customer to open a browser and navigate to http://myrouter.local.
  • Suggested using the recovery key on the device label to reset the admin password.
Key Observations
  • Agent correctly identified the recovery key method for resetting the admin password (transcript [04:00]).
  • Agent provided accurate troubleshooting steps including cable checks and correct access URL (myrouter.local) (transcript [02:00], [07:00]).
  • Agent never collected model, serial number, or warranty information.
  • No clear next-step, escalation, or callback was set despite the issue remaining unresolved.
  • Customer was unable to locate the recovery key; agent did not provide a concrete method to obtain it (e.g., checking device label or ordering a replacement).
  • Agent suggested connecting Ethernet cable to a LAN port instead of WAN port, which is incorrect for initial WAN connectivity testing (transcript [14:00]).
Positive Highlights
  • Correctly identified that the recovery key is needed to reset the admin password (transcript [04:00]).
  • Provided the correct local router URL (myrouter.local) (transcript [02:00]).
  • Attempted basic cable troubleshooting and verified the modem port (transcript [07:00]).
  • Recognized that two faulty nodes are unlikely, correctly focusing on modem or cable issue (transcript [07:00]).
  • Suggested using a third Ethernet cable to rule out cable failure, aligning with KB guidance (transcript [07:00]).
Agent Errors / Gaps
  • Missing product model/serial collection and warranty verification.
  • Failed to establish a definitive next step or schedule a follow-up/escalation.
  • Repeatedly suggested actions without confirming outcomes, leading to inefficient loop.
  • Incorrectly advised connecting modem to LAN port instead of WAN port for internet connectivity test (per KB: 'Plug the ethernet cable from the modem into the Internet/WAN port of your Linksys parent router or node' - universal_isp_modem_diagnostics.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended with customer still experiencing blinking red LED and no internet connection; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted password reset and cable swaps but omitted critical diagnostics like modem-direct test or factory reset, advancing troubleshooting incompletely.
R3 Partially Met Correct resolution path conf 80%
Agent pursued cable checks but failed to escalate or recommend factory reset despite persistent failure, falling short of best-effort OOW troubleshooting standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process: agent did not ask about modem status, ISP connection, or LED meanings, and skipped required 'No Internet' path (modem-direct test).
T2 Not Met Appropriate tools / resources used conf 95%
Agent omitted required diagnostic tool (modem-direct speed test) per KB guidelines; no remote session, logs, or hardware verification performed despite clear need.
T3 Not Met No misinformation conf 95%
Provided materially incorrect guidance by instructing customer to connect modem cable to LAN ports instead of WAN port for connectivity checks, contradicting KB.
Communication
C1 Not Met Clear & professional language conf 90%
Disorganized interaction with long silences, abrupt transitions (e.g., jumping from password reset to cable tests), and no call framing or direction.
C2 Not Met Confirmed understanding conf 85%
Used ambiguous technical terms ('check the other port') without confirming understanding; failed to adapt explanations for customer's confusion about ports/passwords.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent showed no ownership: repeatedly delegated troubleshooting to customer without committing to a resolution path, escalation, or follow-up plan.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timelines, or contingency plan provided; call ended without defining follow-up if troubleshooting failed.
O3 Not Applicable Closure confirmation conf 70%
No prior case history referenced or observable in transcript; first contact with no handoff context.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Warranted escalation missed: agent failed to escalate despite unresolved issue, lack of diagnostic progress, and customer's repeated disconnections.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred on this touch, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy or acknowledgment of customer's frustration/repeat-call fatigue; interaction remained purely transactional and procedural.
X2 Not Met Tone & rapport conf 85%
Maintained a one-size-fits-all technical tone without adjusting for customer's emotional state, confusion, or accessibility needs; no comprehension checks.
X3 Not Met Overall experience conf 95%
Customer forced to trial multiple cables and steps without agent-side actions; no effort to reduce friction or leverage existing data.
Call Transcript28 turns · 30 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. [silence] Hello, good evening. This is Abby from Linksys. Hi there, Randy. Yeah, is it better now? Yes, me too. Oh, you got disconnected. Well, um, yes, sir. [silence] Okay. So it shows up your name. It's blinking red on the uh on the on the main home.
00:00
Speaker 2
Hi. Hi. Huh. Hi. Yeah, I don't know what happened. I was just blavin'. Well, yeah, I was just blavin' away, then all of a sudden you weren't there, so I don't know what - I don't know what happened. Did you hear the part that - it did - It did - it turned blue and it connected her - it showed I was connected to Randy, and then it went red again. And so yeah, so now I can see my network on my phone, but I don't - I don't - it says no internet connection, and now I'm red again - blinking red on the - Yeah. On the -
00:00
Speaker 1
on the original node right now. Okay. Can we go back? Can we go back to your desktop and check if it shows up Randy? Yeah, no need to reset it sir. Yeah, cause that was already originally set up. Okay. And you didn't touch that. So that uh node is still set up as a parent node. Okay. So no need for us to reset it. So we're just reconnecting it back. Okay. So now can we go to your computer, the desktop and see and check if it sees uh Randy? Okay. Just connect to Randy.
01:00
Speaker 2
Yeah. Yeah. But this one we had, we haven't we haven't reset this one yet. Like we... OK. OK. It does say, it says, it does say Randy, I mean, I can see it on the website, you know, I can see it, but it shows I'm connected because it's giving me a disconnect option.
01:00
Speaker 1
Okay, so it it uh reconnect to Randy now. Can we open up a browser? Open Google Chrome and just go back to my router.local. Yes, we even don't have internet access earlier. You should be able to access my router.local.
02:00
Speaker 2
Okay? Well, I'm not, I'm not connected to the it's not connected. I don't have no internet access. Okay.
02:00
Speaker 1
[silence] You may close all the windows open and try to open up a new page. [silence]
03:00
Speaker 2
Yeah, that's what I'm doing right now. Yeah. All right, you got to go through all this again here. Continue. I should've just clicked on do not show this page again, but pictures.
03:00
Speaker 1
Okay, so it's asking for, yeah, just reset the password, sir. It will ask for the recovery key. So it's the recovery key underneath that, uh, node. Yeah. because that's a different node, so just. It's asking for the recovery key. Yes. It's the recovery key underneath that uh node, wich is connected to the modem. Yeah. The I think that that's your original parent node.
04:00
Speaker 2
Okay. What I'm on the reason, it just went to the reset admin password. I'm going to have to reset the password again. Is that recovery? Is that recovery going to be different? That's going to be different than the first one I took a picture of. Okay. Right. Okay. and okay so i need a new password right wow who knew it was gonna be this much work huh okay so i gotta click on ca
04:00
Speaker 1
s click on CA. alright then go back to trouble-shooting again. sir. [silence] yes. Okay, scroll down still no X. You've already tried different cable, right? Hmm. So we've already tried two nodes and it's still not um actually uh detecting the
06:00
Speaker 2
Do the merge.
06:00
Speaker 1
the signal the connection from your mode Um we've tried also different cables. Yeah. It's just bad that we cannot connect a computer or another device to your modem. Because uh hmm yeah the the desktop is too far from it. Oh yes. Um. This is been. Can we can we try one more Ethernet cable sir? And uh. Uh. Yes. Just just for. just just to make sure. Okay. It's not the cable. Because we've already tried two nodes here sir. Just it's it's impossible that the two nodes are are faulty. So it could be that
07:00
Speaker 2
Right. Let me, um, No, what do you think? Yeah, I mean, that, that, that even the cable is brand new. I don't think it's going to be, I mean, we can try it. [silence]
07:00
Speaker 1
there's uh there's a problem with the ethernet port coming from the modem that uh you only have one port on your arris modem right okay sure [silence]
08:00
Speaker 2
Yeah. Let me, let me, I'm getting another cable. Let me go when I go back up there, I'll look, OK. But I'm pretty sure there were some more in some of these other boxes. Well,
08:00
Speaker 1
Yeah, for sure that is a cat five E or cat six. If it came with a link, yes, yeah, you can actually use that. So you may, yes, you may try connecting it, connecting that other cable.
09:00
Speaker 2
oh here we go you got a brand another brand new one this one doesn't even say what it was what it is on it it was in the Lindsay box but it doesn't say if it's a cap5E or cap six there's no writing on it at all but it came with it it came with it it's still in the box brand new. All right hang on one second here I'm will have stuff all over the place here we're through [silence]
09:00
Speaker 1
We could actually triple check, sir. I mean, connect your computer, the desktop. For sure, your desktop does have an ethernet port at the back. But again, I know it's very inconvenient. Mhm. On your desktop, right? [silence]
10:00
Speaker 2
Okay. l un scrunge. Yeah, I only have, there's only one port in the modem. Yeah, but I can't, I won't be able to get to the, I can't get the, I only have a, I'm going to have to disconnect the cable coming from the wall, and I don't have a place to hook it up where my computer is. Yeah, my desktop, yeah. So let's plug this into the Internet.
10:00
Speaker 1
Yes, internet point of your MX2000, your Linksys and the other end to your Airis. Do you have like a Playstation or any game console? Because Playstation does have an ethernet port or any other
11:00
Speaker 2
Yeah. Yeah, and there's, like I said, there's only one place to plug in there. That's it. No, unfortunately, my kids, my kids are all grown and gone and they're not, I was looking, I know my wife has a computer, but she's not here right now. And I think she has it with her. Yeah, my, I have, I just bought this Apple computer and it, it doesn't have a
11:00
Speaker 1
yeah, some with Apple, yeah, some Apple computers uh, do not have that ethernet unless you have the the dock station dock something um, it will convert from USB. Mhm. Oh. Yeah. Mhm. Well, uh, it didn't tell you uh, any hint, cause there's usually hints there for the password.
12:00
Speaker 2
There's no port on it anyway. And what... Right. But what good is it when you don't... What good is it when you don't even know your password? My... Yeah. My son talked me into getting this Apple and I don't... He set it up for me and I just... I guess we didn't... I'm usually pretty good about writing all my passwords down but... but I guess I didn't. There's no hints. There's no way to read... I can't even see where you... I've got some great big old... like a code... like they gave me this big old long code that I wrote down, if you wanted to change your password but... but there ain't any.
12:00
Speaker 1
Yeah, it's okay. Well, um, yeah. So, yes, after you've connected the third cable, sir, can we go back to your computer, the desktop, and check on the troubleshooting page, try to refresh it. And check the ports again. [silence]
13:00
Speaker 2
Okay. refreshing it now, so. Yeah, it's, it's. [silence]
13:00
Speaker 1
no X. okay, can we try, um, let's just try this. can we try to connect the, uh, cable, instead of connecting it to the internet, connect it to one of the, uh, other ports. okay, let's check the other port. on the linksys. yes. yes, you may connect it to ethernet. we'll just check if it gets an X there. [silence]
14:00
Speaker 2
No, unfortunately nothing, no X's, no O's, no checkmarks, no. No. Are you talking about on the router? Okay, so the one that says Ethernet? Okay. Cause the other the other two routers that I have, the older ones, They don't have a they don't give you um an a choice of internet.
14:00