V2 Rubric Detail — 3cc3ef78-70b1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:16
Duration
31m 48s
Contact
Yolanda Leveque
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134787
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect technical information: 'yellow internet port' (MX6200 has no color-coded ports) and 'Cox modem w Achilles white blinking drinks' (nonsensical phrase indicating hallucination or severe miscommunication), constituting a critical failure under T3 Not Met and overall Auto-Zero condition F (Non-Adherence to Protocol) due to gross inaccuracy.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, providing inaccurate technical information and relying on flawed verbal instructions without using standard diagnostic tools. Despite clear signs of hardware failure after a power surge (six nodes solid red), no escalation was initiated. The interaction ended with the customer being told to contact their ISP, leaving the problem unresolved and demonstrating multiple critical failures in technical accuracy and protocol adherence.

V1 Case Analysis

Customer reports all six MX6200 nodes solid red after power surge. Performed power-cycle of modem and parent node. Advised direct Ethernet test to modem. Customer unable to confirm internet access. Advised to contact ISP and provided ticket #134787. Follow-up needed.

Troubleshooting Steps
  • Power-cycled modem and Linksys parent node (30-second wait, then power back on).
  • Confirmed Ethernet cable remains connected between modem and router.
  • Advised customer to connect a laptop directly to the modem to test for internet connectivity.
Key Observations
  • Agent correctly followed KB guidance by recommending a direct-to-modem test to isolate ISP issues (universal_isp_modem_diagnostics.md).
  • Agent failed to verify the outcome of the direct modem test, a critical step in the diagnostic process.
  • Instructions were ambiguous and repeated, causing confusion (e.g., conflicting statements about unplugging Ethernet cables at [11:00] and [14:00]).
  • Serial number was initially captured incorrectly and required correction, indicating poor data collection discipline.
  • Call ended without confirming the test result or summarizing next steps clearly.
Positive Highlights
  • Correctly identified the issue as a potential ISP/modem problem and followed KB-recommended isolation steps (universal_isp_modem_diagnostics.md).
  • Performed a proper power-cycle sequence for both modem and router.
  • Created a ticket and communicated the ticket number clearly to the customer.
Agent Errors / Gaps
  • Failed to obtain a correct serial number on first attempt (initially transcribed as 58 10 M 2V D 05447 at [03:00], corrected later).
  • Did not confirm whether the direct-to-modem internet test succeeded, a required validation step per KB.
  • Provided contradictory instructions about unplugging Ethernet cables: first said 'no need to unplug' at [11:00], then instructed to 'unplug the router' at [14:00], causing confusion.
  • Did not summarize the next steps clearly before ending the call.
  • Allowed customer to redirect troubleshooting (e.g., passive switch discussion at [27:00]) without regaining control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; ended call by instructing customer to contact ISP without confirming resolution or providing a working fix for the solid red LEDs.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a power cycle and suggested testing the modem directly with a computer, which are relevant steps, but did not proceed to router-level diagnostics or confirm WAN status via UI.
R3 Partially Met Correct resolution path conf 80%
Agent correctly began with modem diagnostics (appropriate first step), but failed to pursue hardware fault troubleshooting or escalation despite multiple nodes showing solid red after a known power surge.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid red lights on all six nodes) and asked about reset attempts, but did not ask about firmware version, prior working state, or check for physical damage from power surge.
T2 Not Met Appropriate tools / resources used conf 90%
No use of router web interface (http://192.168.1.1 or http://myrouter.info) to check WAN status, logs, or configuration — relied solely on LED observation and verbal instructions.
T3 Not Met No misinformation conf 92%
Agent referred to 'yellow internet port' — MX6200 has no color-coded ports; also said 'Cox modem w Achilles white blinking drinks', a clear ASR/hallucination error; instructions were confusing and technically inaccurate.
Communication
C1 Not Met Clear & professional language conf 88%
Agent failed to establish clear agenda, had multiple unexplained silences, and lost control of the call flow; customer repeatedly redirected the conversation.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear language ('w Achilles white blinking drinks'), did not confirm understanding, and failed to adapt explanations when customer expressed confusion about Ethernet connections.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent abandoned case by telling customer to call ISP and end support interaction; did not take ownership or offer to follow up after ISP contact.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (test modem directly, call ISP), but did not set a timeline for follow-up or commit to reconnecting with the customer.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Six nodes all showing solid red after a power surge is a strong indicator of hardware damage; agent should have escalated to engineering or RMA path but instead dismissed to ISP.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized once and acknowledged inconvenience, but showed limited empathy overall and did not recognize customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust tone or pacing despite customer confusion; repeated unclear instructions without rephrasing or checking comprehension.
X3 Not Met Overall experience conf 90%
Customer had to unplug/replug devices multiple times and test connections manually; agent could have guided more efficiently or used remote tools if available.
Call Transcript48 turns · 55 lines
Speaker 1
. . Um, Yes, our modems are not connecting for some reason. We had a power surge last yesterday and now the modems are not reconnecting to the Internet. So we need some help with Transcribe this audio from the left channel
00:00
Speaker 2
Welcome to links 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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling links. This is Regina. What I help you today?
00:00
Speaker 1
who no no no she's calling from a different phone this is um my my employees calling because I have to do something else so my employees calling for um I'll give you the serial number and he should be able to bring it history okay um Yolanda Lavek okay L E V E S K you U E
01:00
Speaker 2
but is this your first time calling us for support, ma'am? But of course, since you are the one calling us for support, allow me also to gather your information, including the router information to create a record here in our system. Um, may I know your first name and last name? [silence] Yolanda. So, Y-Y-O-L-and A. D-A. And your last name, can you spell it for me? Sorry, L-E-V.
01:00
Speaker 1
Love X. Yes. No. L-E-V, as in Victor, E-S-T-U-E-448-250-8768. Why do you need all of that?
02:00
Speaker 2
Something like Levasco. Levasco, that's L-A-V for Victor, E-S, T for Tom U-E. Okay, sorry, Levate. And your callback number? And your email, just for an update, for us to send you a notification regarding our updates from Linksys. But if you do
02:00
Speaker 1
58 10 M 2V D 05447. No. No. 58 W 10 M 2B D D 06. Diasondog, zero five, four four seven. [silence] Yes. How many? Oh, that's it. One that never once got connected. Yes. we have six total. One that is [silence] can never get it connected, the sixth one. Yes. The- They're all red right now.
03:00
Speaker 2
okay so the model number of your Linksys device is an MX 6200 how many Linksys MX 6200 do you have Yolanda Yes So you have six Linksys devices and they are all MX 6200 okay so what is the light indicator of the parent node [silence]
04:00
Speaker 1
[silence]
05:00
Speaker 2
Okay, but may I ask before contacting us for support, did you attempt to reset the parent node or the main router? Did you press and hold the reset button? [silence] No, no need. [silence] I just need to verify if you attempt to press and hold the reset button of the parent node. But the light is still red. [silence] Okay, how 'bout this one Yolanda? Can you please unplug the power adapter of both modems?
05:00
Speaker 1
So you want me to plug everything from the thing? The modem. This is the modem. This was okay. This is the modem. That is okay. That one she wants you to read. Okay, just leave this. Let me deal with it. So you want us to...
06:00
Speaker 2
Okay. Cox. Okay, this time, can you please unplug the power adapter of the modem from Cox and the parent node from Linksys? Okay, now can you please ... just wait for 20 seconds and then plug it back. Okay, I swear, once everything is plugged back, including the delivery, can you please wait three minutes until the Cox modem w Achilles white blinking drinks and the blue light is on solid, keep in mind that the last Connect logo in the LED panel can be on or off. Okay. I hope you got that. Kindly let me know your thoughts. [silence]
06:00
Speaker 1
To unplug the modem in the router. Is that correct. Okay. Okay. This time I want to plug it back in okay sorry okay again this is the okay the parent note first the not the modem
07:00
Speaker 2
Yes, the modem and the router, unplug both power adapter and let's wait for 30 seconds up to one minute to plug the power back. So you may now proceed to plug the power back of the parents node first. Yes. Parent node first. Than the modem. Now, no need to unplug the Ethernet cable. You just need to unplug the power adapter. Make sure the router's still connected to the modem, using an Ethernet cable. So, are they both blinking now or booting up?
07:00
Speaker 1
Oh, wonderful. So we just got them both plugged in. What did you ask? Something. Yes, ma'am. This one. I'll see that one. That one. that one. That one. I'm going to give you back to your son. I'll give the back to you. okay. If you have any questions, you can call our support number. okay. It's red. It went to red and my my router is blinking. [silence]
09:00
Speaker 2
So both devices are plugged in So let's just wait for both devices Yolanda to fully boot up [silence] Okay, so it'll take Sorry? Yeah, because it's still blinking, it's still booting up. [silence] How about the modem?
09:00
Speaker 1
The motor is blinking, but the Linsky thing is red. Okay, they stopped blinking. Everything is, but the Linsky is red.
10:00
Speaker 2
Yeah, because the modem itself is still booting up. So our Linksys router, Yolanda, is actually dependent to the modem, who provides internet connection. And for the booting process, it will takes three to five minutes. So kindly keep observe and monitor your Linksys devices, okay? But kindness try also to check the physical connection. So make sure that Ethernet cable is properly plugged in from the modem to the internet port of the parent node.
10:00
Speaker 1
Do you? What do you mean? My computer.
11:00
Speaker 2
just keep on observing it. But the ethernet cables plugged in from the modem to the yellow internet port of the parent node, right? Okay, that's good. [silence] And of course, while waiting for the lynx router to fully boot up your London, may I ask if you have a computer or a laptop that has an ethernet port which we can use to wire directly to the modem? They have a laptop or a computer that has an ethernet port. Ethernet port. An option which we can use to wire your computer or laptop directly to the modem.
11:00
Speaker 1
They want me to unplug the ethernet from the modem Oh my goodness, lady Uh, ma'am? What's your name? He wants us to directly uh, do with the ethernet going from the computer He wants me to do have one, but I'll take you want you to disconnect it? Yes, I do Mm Um, um disconnecting the ethernet for the internet
12:00
Speaker 2
Oh, them. Same port with your. No, no need all you need to do is no need to unplug. All you need to do is to check in your end if you have a laptop or a computer that has an ethernet port. The same port with your LinkSys router to wire directly to the modem. Just in case. Yeah, if we have. If we have the option to do that. Okay, yeah. Just secure it for the meantime while observing the light indicator of the parent's node from LinkSys. [silence]
12:00
Speaker 1
Oh, on both the modem and the router? Okay. Good job. She was asking for us to connect this, for instance, to the computer or a laptop. Okay. It's Red. Holy, Holy. Let me. Ma'am, I thought you said disconnect that Ethernet. It was already connected, so I'm gonna reconnect it now. leave it? Yes, we do. Okay. Yes, you wanna check the internet is what you're saying. Yes, we can We're going to be back. Focus on that. [silence]
13:00
Speaker 2
Okay, so what is the light indicator of the parent node, Yolanda? Search. So it's still solid red. No, no, no need. I asked you to verify if you have a device which we can use to wire directly to the modem for the meantime while observing the parent node. Okay. Okay, try to while [silence]
13:00
Speaker 1
okay this point uh ...
14:00
Speaker 2
uh wired uh your computer. Directly to the modem. So, unplug the router or the parent node from the linksys and connect the ethernet cable from the modem. Directly to the computer.
14:00
Speaker 1
Oh, oh, oh. Does this sound like a data input? Oh, let's see. To plug it into my computer, I put it, the ethernet into data input, right? Okay. All right. We did that. Does that come? Um, no, but I don't think I, I need to restart my computer. Okay?
15:00
Speaker 2
Yeah. So, unplug the main router, okay, and then check if you can browse or access the internet. [silence] So, were you able to go online? Yeah, and of course, can we also restart you, do you have the option to provide a model number of the modem? Hello. [ speech overlap ] Are you still there? Yeah, but can't we provide the model number of the modem? [ silence ]
16:00
Speaker 1
the serial number of the modem? [silence] or the the the model number is. model, C as in cat, M as in Mary, B as in boy, 200 A. A as in Apple, yeah, not Meg. I don't see that. What does that model says? Is that an 800? That's a what right here? No, read the whole number to her. CMB200A. Uh does it have
19:00
Speaker 2
No, the model number. Like I said, C-M-B-2-0-0-A for ALFA, again, it has two ports. How many ports?
19:00
Speaker 1
14. Now I have one. Yes. Okay.
20:00
Speaker 2
I was doing two, right? So there's only one. Okay, since we just power-cycled the modem, can we connect your computer directly to it if you have any internet connection?
20:00
Speaker 1
Please. the motor on now. So, modem is connecting or reconnecting, turning on that term to the internet. I'm shifting down.
21:00
Speaker 2
Sorry? okay, so when you connect your computer directly to the modem you can browse, you can watch videos. Yeah, because if you have a direct connection, you'll be, is supposed to be goes online. When you're connected directly to the modem. Mhm.
21:00
Speaker 1
It's trying to connect to the all of the network but it's all but it's not but that's not on right now so how do I connect it through a USB cord [silence] Yeah, so it should automatically register is what you're saying? We have a brand new internet cable. Please start your motor, your actually. Once again, brand new.
22:00
Speaker 2
is your computer has an ethernet port which you can plug the ethernet cable? Yeah. So even if your Wi-Fi, your hotspot, your mobile data are turned off Yolanda, since you have a direct connection, you can quickly access the internet or you have a direct connection. Yeah, because if you can't go online, when you are connected directly to the modem, which means the modem is not providing any internet connection. You can also try to use a different ethernet cable. Do you have a different ethernet cable? Okay. you can try to use a different ethernet cable.
23:00
Speaker 1
yes, yes. Um, so did you guys unplug everything? yeah, I unplugged it from the wall on the George. the only thing I unplugged was the telephone. Hold on a second kill. Okay. Here we go. I'm trying to get out hold on check it again okay.
24:00
Speaker 2
So were you able to access the internet?
26:00
Speaker 1
knowing. I love at the switchboard because the modules connect to a the modules connect to a a switch a passive like switch to give it an extra port because we also have telephone with it. So, what are you saying? If I have another ethernet cord, I should be able to do something. Is that what you're saying? Okay. Yeah, we
27:00
Speaker 2
Okay. So I. I would really apologize for the inconvenience. So since the modem is only one port, so we don't have the option to transfer the internet cable to a different port of your modem. So we already changed a brand new internet cable, but you're not able to access the internet. So which means the modem itself Yolanda is not providing any internet connection. So you really need to know, the modem. Yeah because actually the router are recommended to plug directly to
27:00
Speaker 1
It is directly perfect. to the node. specify. that one. So, let's stay there. She wants this to be made. Let that. it. Okay.
28:00
Speaker 2
Yeah. And when you are going to connect a computer directly to the modem, it's supposed to be goes online, since you have a direct connection. So make sure that the parents note is connected to the CMA 300A. So what is your set up topology? So modem, and then links this router.
28:00
Speaker 1
so you want, you want us to hook up the ethernet back from the, the, modem, to our router? [silence]
29:00
Speaker 2
No, but you need also to confirm first that your computer can connect to the internet. When plugged directly into the modem, because you have direct connection. So since you have the direct connection, it is supposed to be goes on line or access the internet. So what is your setup topology, Yolanda? Modem and then parent node from Linksys, right?
29:00
Speaker 1
Is it possible to have a different connection? Is that what you asked me? Okay. Yes, it's always connected to the internet. Yes, it is. Okay. Right, and it's not connected and it's not working. So, you're saying that I don't have internet? Eh, from the, the, we've already called the, yeah, I've already called them and they said everything was fine when they that's who we called first. So, uh, It's crazy. Um, Okay. We'll call them back then.
30:00
Speaker 2
Okay, so you're supposed to be have the reconnection. No, no, you already have a direct connection.It is actually recommended to connect the parent node directly to the modem, as it was. But since the parent node steadied red, which means it doesn't receive any internet connection, we need to check the modem first. If it's providing internet, that's why we plug your computer to test the device. Okay. So, regarding... Yes, exactly. So, better to call your... And it might be working in their end, since we accessed it remotely, but try to tell them that you...
30:00
Speaker 1
I'll call them. Okay. Great. Tell me your number. One, wait, wait. What is it? Start over, please. Okay. 1341347. Okay. 7878. Okay. Got it. Thank you for your help. You've been great. All right. Check it.
31:00
Speaker 2
Yeah. You wired a computer. Yes. Yeah. And ensure that your computer can connect to the internet. Plug directly into the modem and call us back. So, I will provide your ticket number, uh, Yolanda, so that the next technician can quickly access your information. Uh, so, it's one, three, four, seven, eight, seven. 1, 3, 4, 1, 3, 4, 7, 8, 7. No, no. Just 1, 3, 4, 7, 8, 7. Okay. You're welcome, Yolanda, and have a great day. Bye for now.
31:00