V2 Rubric Detail — 39f4359e-6104-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:30
Duration
9m 41s
Contact
Sarah Kessel
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00132438
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Cant add child node

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
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall24.9% (-21.1)

V2 Grader Summary

The agent initiated a partial power cycle but provided contradictory instructions, failed to perform diagnostics or use tools, and did not resolve or escalate the issue. While some effort was shown, the lack of technical accuracy, clear communication, and follow-through resulted in an unresolved outcome with increased customer effort.

V1 Case Analysis

Customer has no internet; agent guided power-cycle of parent router and UI access, but issue remains unresolved. Recommend further diagnostics (WAN LED, ISP status, factory reset).

Troubleshooting Steps
  • Instructed to disconnect Ethernet cable from parent router to modem.
  • Guided power-cycle of parent router (unplug for 30 seconds to 1 minute, plug back in).
  • Advised to reconnect to Wi-Fi and access router UI (192.168.1.1).
  • Prompted to close and reopen Edge browser.
Key Observations
  • Agent provided contradictory timing instructions (e.g., '30 minutes' vs. '30 seconds'), likely due to ASR artifacts.
  • No device model, serial number, or warranty status was collected, though call context did not strongly require these for basic WAN setup.
  • Agent did not confirm whether the router UI was accessible or if internet was restored.
  • Customer mentioned using Google Hangouts via hotspot ([03:00]), indicating potential external workaround, but agent did not leverage this for testing.
  • Agent's guidance to access 192.168.1.1 was technically correct for local UI access but did not address the internet issue.
Positive Highlights
  • Agent attempted to guide the customer through a basic power-cycle and UI access, which are valid initial steps.
  • Instructions to access 192.168.1.1 were technically correct per KB for local UI access.
Agent Errors / Gaps
  • Failed to confirm outcome after each step, leaving the issue unresolved.
  • Poor call control and lack of empathy, leading to customer confusion.
  • Did not verify WAN LED state or ISP service status, which are critical for internet connectivity issues.
  • Did not provide a clear next step or follow-up plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended without confirmation of resolution; customer still reported no internet and the agent did not verify fix.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated a power cycle (Step 1 from KB), but provided contradictory timing ('30 seconds to a minute' vs '30 minutes') and skipped diagnostics like LED check or WAN test.
R3 Partially Met Correct resolution path conf 80%
Agent attempted basic troubleshooting (power cycle), which is a valid first step, but did not assess product status or escalate despite unresolved issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; agent did not identify symptoms beyond 'no internet' or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access router UI, check logs, or perform modem-direct test — tools necessary for diagnosing WAN/WiFi issues.
T3 Not Met No misinformation conf 90%
Agent said 'wait 30 minutes' then corrected to '30 seconds to 1 minute' — a material inaccuracy that undermines trust and correctness.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the process but used repetitive, disorganized language ('so how about this one') and lost control during disconnects.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding; customer remained confused about steps and network names.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted troubleshooting, but did not take full ownership by failing to escalate or document next steps.
O2 Not Met Proactive follow-through conf 95%
No clear next step, timeline, or follow-up plan was established before call ended.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved and agent did not escalate despite clear failure to restore connectivity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'sorry for that' after disconnect, showing minimal empathy, but used excessive fillers and lacked sincere acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 80%
Agent continued with instructions despite customer confusion and signal issues, but adapted slightly by staying on after disconnect.
X3 Not Met Overall experience conf 90%
Customer had to repeat actions and clarify steps; agent increased effort with unclear, contradictory directions.
Call Transcript18 turns · 19 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. Um Sarah, this is Clark again from Linksys. All right, I'm not sure what happened. Because they got disconnected. I'm sorry for that. So yeah, um, how about this one? Let's try to to to do this, okay? Can we uh this I just want to start your station by doing this troubleshooting. Um, sometimes your devices might get disconnected since we need to do this step. So um, can we unplug the cable that is connected to the parent coming from the modem? Can we do that?
00:00
Speaker 2
Yes. Hi, Corgan. Yeah, it's okay. Yeah, my cell phone signal is pretty weak. So, if we get disconnected, I don't know if my cell phone will, I mean, I'm using wi-fi call. Corgan, I can just use the app to Google hangout in and I think it'll probably be a better quality. If not, I can just walk around to unshakely of the signal until we'll re-sign in to Google hangouts. Either way, are you ready? Corgan No.
00:00
Speaker 1
Okay. All right. So how about this one? Try to do this one instead, if we were gonna, that disconnect, okay? So, you need to unplug the cable that is connected from the parent to the modem and then just leave it unplugged, okay? And then the parent, you need to unplug it for about 30 seconds to a minute and plug it back in. All right. So, once the node flash is red or once your wi-fi is back, like the wi-fi network, you can see the wi-fi network is already showing as an available network. Finally, connect to that and re-access the 192.168.1.1 without the cable coming from the modem connected yet. Okay?
01:00
Speaker 2
So I'll be looking.
01:00
Speaker 1
able. Yes, yes, that's correct. So, what you need to do is disconnect the cable first, to the parent, and then the pair, you need to unplug the parent for about 30 to a minute, 30 minutes, 30 seconds to a minute, and then plug it back in. And then, um, wait, and probably wait for about like two to three minutes, and then check if your Wi-Fi network is already showing as an available one, then connect to that Wi-Fi using your computer, and try to access the 192.168.1.1. If you can already access and able to log in on the page. All right?
02:00
Speaker 2
Okay.
02:00
Speaker 1
Yep, yep, that's right, hopefully, hopefully. Okay. Okay. Okay. We have like a week, you know. Okay, all right.
03:00
Speaker 2
So if we're gonna do this and and, and hopefully, you and I stay connected, right. Actually, you know, when I can, I have my work phone I can use as a hotspot for my cell phone that is on a different. Um, what do you call it? Uh, network that might be helpful. I live in a remote space and, uh, I've learned how to do things. Okay. Okay. Okay. Um, hot spot. Now I'm going to change the phone to go to, okay. um.
03:00
Speaker 1
The modem. Yep. That's right. Yep. That's right. All right. Still with me? Hi. I'm Sarah. Yes, I'm still here. Hello. Okay. Um, no, no, just the the so right now the, um, internet cable is already disconnected, right? Okay. So the parent node. [silence] so again, before, before we.
04:00
Speaker 2
All right, let's do this. All right. So I'm going to unplug the cable that comes from the internet box off of the parent though. any there. Hello. So, do you want me to unplug the parent uh power and the other ethernet cable? Correct.
04:00
Speaker 1
Oh, solid red. Okay. Can we unplug it now? Please? Yes, unplug the power the on the on the parent. Okay. And then let's wait for about stable no need, just the power. So, we'll wait for about like 30 seconds to 1 minutes. Mhm. That's right, Sarah. All right, we'll wait for a couple of seconds.
05:00
Speaker 2
Solid Red. Which one means to unplug the power? Okay, power is unplugged off the parent.
05:00
Speaker 1
all right so can we turn back on uh the parent uh huh uh huh all right and then let's wait until it turned to like a solid red light okay okay
06:00
Speaker 2
There it right now, power, the top of the parent is blue. It's it's flashing blue. [DOWNWEIGHT] Okay, Sally Dren. Hello? No, I have a no internet. And I have available. So in the Wi-Fi available, I have the Veal P 74 f which is the new new guy. So should I click on that one?
06:00
Speaker 1
- You tried to like turn off the Wi-Fi turn off and turn on your Wi-Fi on your computer? Yep on your computer. Then yes please Wi-Fi okay yeah that's fine okay but that's fine can you connect to that that free go 24? And then let's try to access uh let's close the Edge browser that we used earlier and let's open a new one.
08:00
Speaker 2
Okay. Yep, I'm turning it off. I turned it off. Can we turn it back on? Okay, it's searching. Oh, there it sees my Kahil-24. My current, the-the one that it was working with is is there but it says no internet. And then I have the vellop set up 74 F. Okay. Yes. Um [silence]
08:00
Speaker 1
let's use edge. the what amato? yeah, you can use my router throttle local.
09:00
Speaker 2
every closing all browsers and now opening up the edge one or chrome? edge it is. all right and then we're going to put in that um what was it my router is
09:00