V2 Rubric Detail — 3ad5920a-817a-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 00:55
Duration
20m 33s
Contact
952-649-8933
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137175
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access ui
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-42.9)

V2 Grader Summary

The agent failed to resolve the connectivity issue and did not follow the authoritative diagnostic process for isolating internet problems (universal_isp_modem_diagnostics.md), skipping the modem-direct test in favor of ineffective manual DNS/IP entries on the TV. No diagnostic tools were used, and the agent failed to escalate the case despite a total lack of progress.

V1 Case Analysis

TV wired to modem shows 'connected to local network but unable to connect to internet'; all Velop nodes are solid blue. Agent advised static DNS (8.8.8.8/8.8.4.4) and checking modem LAN ports; no resolution achieved. Customer to contact ISP.

Troubleshooting Steps
  • Advised setting static DNS on the TV (8.8.8.8 and 8.8.4.4)
  • Suggested swapping mesh nodes or using a different node as parent
  • Suggested the modem LAN ports may be faulty and to try a different Ethernet cable
Key Observations
  • Agent correctly identified static DNS configuration as a valid troubleshooting step for DNS-related connectivity issues.
  • Agent failed to verify WAN connectivity on the modem, a critical step per universal_isp_modem_diagnostics.md.
  • Advice to swap mesh nodes was irrelevant to the wired-TV issue but not technically incorrect.
  • Call ended due to customer idle after the agent failed to establish a clear resolution path or confirm actions.
  • Agent did not collect product model or serial number, nor did they guide the customer to test internet connectivity directly on the modem using a known-good device.
Positive Highlights
  • Static DNS suggestion (8.8.8.8/8.8.4.4) was technically accurate and aligned with general troubleshooting best practices.
  • Correctly concluded that the issue is likely with the ISP or modem rather than the Linksys router, consistent with KB guidance when mesh nodes are online (solid blue).
Agent Errors / Gaps
  • Did not collect product model or serial number.
  • Did not verify WAN connectivity on the modem before troubleshooting the TV.
  • Provided irrelevant node-swap suggestion that did not address the wired-TV problem.
  • Failed to establish a clear resolution path or confirm the issue was fixed.
  • Lacked empathy and effective call control, leading to a disjointed conversation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the TV's internet connectivity issue; customer ended call without resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested checking DNS and swapping ports, but skipped foundational steps like testing modem directly or checking router WAN status; troubleshooting was incomplete but not entirely absent.
R3 Partially Met Correct resolution path conf 91%
Agent attempted troubleshooting path (DNS, cabling) appropriate for connectivity issue, but did not confirm product status or consider known limitations; effort was made but lacked full situational alignment.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply a logical diagnostic process. Per universal_isp_modem_diagnostics.md, the primary step for 'No internet' is to test the connection directly at the modem to isolate the ISP/modem from the router. The agent instead jumped to manual DNS and IP configuration on the end device (TV), which does not isolate the root cause.
T2 Not Met Appropriate tools / resources used conf 97%
No use of diagnostic tools (e.g., speed test on wired device, router UI to check WAN status, remote session); relied solely on customer verbal input for critical network state.
T3 Partially Met No misinformation conf 94%
Correctly recommended 8.8.8.8/8.8.4.4 DNS, but incorrectly implied IP settings should be manually configured without confirming necessity; guidance partially accurate but risked misconfiguration.
Communication
C1 Not Met Clear & professional language conf 96%
Long unexplained silences, no call framing, and failure to regain control after customer disengagement; agent allowed call to idle for over 3 minutes before ending.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms (static DNS, subnet mask) without confirming understanding; did not adapt to customer’s difficulty with remote input or confusion over settings.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
When customer mentioned Accenture, agent did not reaffirm ownership or offer to stay on the line; passively accepted disconnection without follow-up commitment.
O2 Not Met Proactive follow-through conf 93%
No clear next steps with owner/timeline; only vague suggestion to 'try other Ethernet cables' without follow-up plan or callback offer.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; confirmed first contact on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved with no progress after multiple failed attempts; warranted escalation to higher support tier was not initiated.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer frustration or repeated effort; tone remained transactional despite customer’s visible stress and confusion.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or method when customer struggled with remote input; continued with complex manual entry despite clear difficulty.
X3 Not Met Overall experience conf 97%
Customer forced to re-enter IP, subnet, gateway, and DNS manually multiple times; agent could have simplified by suggesting basic connectivity test first.
Call Transcript28 turns · 34 lines
Speaker 1
I'm not sure whether you're the same person I was speaking to about five minutes ago to to help me set up. Oh, you know what? My yeah, my thing was working the whole time. It's uh I had pressed a button, the LED button so that I don't see the lights on, but I do have internet. Yeah. Um, let me check now. Um
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling linksys technical support. My name is and how me how help you today? I, yeah, yeah. I'm glad you're back. Oh, I see. Okay. So you can now access the internet on your TV, correct? Okay, yeah. Okay. All right. By the way, I'm speaking to Charles Shorts, right? Yeah.
00:00
Speaker 1
Yeah. Yeah. I don't know. I wish I knew what was going on because on my laptop, yeah. You know, TV is connected to a local network, cannot connect to the internet. Yeah. Yeah. I've wired it directly, but on my laptop, like I can I can see all the all the link nodes are blue. Okay. Let me first see whether the on the modem there is uh, Okay. Let me first give me one second. Let me. I was just checking my.
02:00
Speaker 2
okay great thank you the TV cannot connect to the Internet even if it's wired directly to the modem, right? okay mm-hmm it's wireless mm-hmm mm-hmm how many ether ports are there on the modem? Yes, okay. That's on the right side. Right? That's in the right side. Okay.
02:00
Speaker 1
But all the nodes are blue. But let me answer your question. So behind behind I see five five ethernet now the uh the um the first one is called LAN is uh 2.5. g and then the the top two is aggregate and then there's the bottom two not named. Yes. currently desire to the LAN connection. Oh, number one of the right, the one right below it.
04:00
Speaker 2
No internet. Okay. [silence] Okay. So is the is the parent node wired to the LAN connection right now? Okay. How about the TV? Where is it wired? [silence] Okay. Okay. Can you can you access the internet on your TV via Wi-Fi.
04:00
Speaker 1
By wired connection, I could not, it says, uh, yeah, by wired connection, I could not. Um, which make it. Mhm. Okay. Oh, wait. One second. I see, I, oh, I had my laptop play. Oh, it defaulted back to okay. It's, I guess when it cannot, okay. I think when it cannot connect using linked, it's, okay. Give me one second. Let me, let me try to see what
05:00
Speaker 2
Okay, let's let's try to assign a static DNS on the Lennox peer node. If it still cannot go online, we can try to just swap the nodes like setting up another node, this new parent node and test if it can go online, okay. It still cannot go, cannot connect to the internet, right? Okay.
05:00
Speaker 1
I'm resetting my network setting on my TV. Okay, it's 20. I've been uh, give me one second. Give me one second. I'm just trying to uh wired. It's it's uh okay. It said connected to your local network, but unable to connect to the internet. Okay, now I'm ready. What do you need me to do? Okay. How do I do that? Where are the how do I go I do I go to oh dns setting. I see it. It's it's under obtain. It's obtain automatically. So I enter. [silence]
06:00
Speaker 2
yes. Can you assign a static DNS on the TV? okay. set the. okay. mm-hmm. okay. assign a static DNS on the TV set it to 8.8.8.8 and 8.8.4.4. Let me check. Let me check if I can find the documentation. Do I know the model number of the TV? yeah. correct. DNS. yeah. it's a Lenov. okay.
06:00
Speaker 1
Manually. Okay. Uh-huh. Okay. Give me one second. Give me one second. Uh, I don't know, this remote, I don't know how to so, oh, wait. Like, you know, when you type, I, I'm using my remote control to type, but when I make a mistake, I don't know how to Backspace. So that's the problem. So let me try again. Yeah. Okay. Your dog setting. Okay. Uh huh. wired. Okay, it did not work. ip setting,
07:00
Speaker 2
B. yeah enter manually the following um 8.8.8.8 Mm-hmm. Mm-hmm.
07:00
Speaker 1
...Enter manually. And then four eight or enter and then eight dot eight dot eight dot eight. And then. Yep. Uh-huh. I have that. Okay. Uh still. Yeah. No, it said do I connect? Connected a lot. But unable to connect. Uh. No. Uh so. Okay. Maybe IP address. Do I enter that manually? The IP address is 192. One six.
08:00
Speaker 2
Okay, [silence] 4 8, right? 8.8.8.8, okay. Is it asking for another DNS? What is the IP address there on your TV? [silence] Mhm.
08:00
Speaker 1
there's a sub net mask and the gateway the sub net mask is 255.255.255.0 and the gateway the gateway is 192.168.1.1. I clicked okay uh connect to your local network but unable to connect to internet still cannot connect to internet.
09:00
Speaker 2
So, okay, that's, that's fine, no need to change that. Is there another DNS field? there so we can - oh, if is this - okay, what is the subnet mask? What is the subnet mask? Mm-hmm. Okay. Now, click apply and test if the TV can go online after you set a static I mean static DNS.
09:00
Speaker 1
Okay, IP address, IP address setting only have only have, oh wait, it was automatic before, so let me try manually. So, and then do I enter the IP address manually? Okay. No, the IP address is when, when I set IP IP settings manually, everything is Zero, except the DNS server. Is that okay? Oh, I enter it manually. Okay. Okay. What is the IP address? Is the 192 168 1 114114 Okay.
10:00
Speaker 2
Can you try to set the IP of the TV again to dynamic? you Yeah, set it to flag. Automatic. Cut it back to automatic. Okay, set it. Yeah. No need. No need to do that since the IP address is already there. [ silence ] [ silence ] Okay. I think. Okay. So, yeah. Enter the IP address manually. [ silence ] And as well as the default gateway. Yeah, as well as the default gateway. And enter the DNS settings manually as well. yeah, the eight-two. Make sure.
10:00
Speaker 1
[KEEP_UNCERTAIN] Oh, no, that one was already, uh, automatic. It showed, but when I enter manual, it, unless I write it down, when, when I say automatic, I see it, but, um, uh, Oh, now, now I entered manually, it disappeared completely. uh, let me see. Okay, let me try. Um, uh, let me see. Okay, let me write it down. So, I just write everything. Okay, so, uh, uh, uh, uh, that one's already, uh, automatic. It showed, but when I enter manual, it,
11:00
Speaker 2
to copy the IP address, you told me earlier, then input it on the TV. Hmm. Okay, yeah. When you said it's a manual input. Hmm. Okay. All right. Check if it can now go online. Okay.
11:00
Speaker 1
Oh, to switch the two? Oh, no smoke. Let me past. Let me... Let me try that before I... Okay. [silence] [silence] [silence] [silence]
12:00
Speaker 2
If the TV not still going online, try connecting it through the other port where the parent node is connected. Yeah, try connecting it to the other port of the modem. Yeah, okay. [silence]
12:00
Speaker 1
No, that did not make a difference. Let me try and enter it manually here. That did not make a difference. [silence] Okay. [silence] I'm entering the subnet. I'm just entering everything manually to see whether that works, and then I'll let you know. I'm almost done. I'm entering the gateway now, honestly. What's up? 192.168.11. one one enter okay no it didn't work the funny thing is everything was working perfectly until yeah like they ran it what they did is remember I told you they put in a new wire they put in a new wire and everything was working perfectly and then yeah so I don't know how they [silence]
13:00
Speaker 2
I see. I'm afraid that the issue has something to do with the LAN ports of the modem. Since the Wi-Fi connection is working fine, it has something to do with the LAN ports. Yeah. Yeah. [silence] Speaker 1: <table style="border-collapse:collapse">[silence] <tr height="47"> <td width="87" height="47" style="border:1px solid black"></td> <td width="488" height="47"></td> <td width="64" height="47"></td> <td width="77" height="47"></td> </tr> </table> (i see che). </p>Suggest a new context: Speaker 2: Does that mean that the Ethernet ports are unreliable or need replacement?
15:00
Speaker 1
Saying the LAN for the modem is [silence] because I don't know how the [silence] oh, and we don't have a [silence] we don't have a computer to check. Okay. Yeah, I know what you mean, but in my head, I'm trying to wrap my head around how it suddenly, after they put in the new wire, the the LAN thing just stopped working.
16:00
Speaker 2
Yeah, since the TV was unable to access the internet, indicating that the modem was not providing an active internet connection, issue appears to be your ISP modem related, rather than a lengthy router issue. So, I suggest Yeah, you may also consider trying other Ethernet cables.
16:00
Speaker 1
I think Accenture is calling me now. Let me talk to them and see how they can help me, okay? Thank you. Goodbye. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
17:00
Speaker 2
yep. Yep, if you need assistance, okay. Do you have other questions that I can help you with today? [silence] Are we still on the line? Hello, Charles. It appears that you have been idling for more than three minutes already. Since you're no longer answering, I will now end the call. Once again, my name is Donna. Thank you so much for contacting Linksys technical support. Have a great day. Take care. [silence]
17:00