V2 Rubric Detail — 3f07afa4-7c6e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:47
Duration
20m 24s
Contact
Sammy Omar
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00070652
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wi-Fi

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.8% (-1.2)

V2 Grader Summary

The issue was resolved when the router returned to a solid green/blue state after reset, confirming internet connectivity. The agent demonstrated ownership, empathy, and clear communication. However, troubleshooting was incomplete — the agent skipped verifying the WAN cable and modem status per KB guidance, making R2 and T1 only Partially Met. T2 is downgraded because the reset was used prematurely instead of first validating the modem connection.

V1 Case Analysis

Customer reported solid red LED on WHW0303 router, no Wi-Fi. Performed factory reset and power cycle; LED changed to solid green/blue, internet restored. Provided ticket LTS00070652.

Troubleshooting Steps
  • Captured serial number and identified model WHW0303.
  • Instructed customer to perform a factory reset by pressing and holding the reset button.
  • Guided customer through power cycle of router and verification of power adapter and power switch.
  • Observed LED change to solid green/blue confirming internet connectivity.
Key Observations
  • Agent correctly interpreted solid red LED as no internet (per led_intelligent_mesh_consumer.md Path C).
  • Successfully guided customer through factory reset and power cycle, resulting in confirmed fix.
  • Provided ticket number and clear instructions for future support.
  • Call contained repetitions and long silences, reducing efficiency.
  • Did not explicitly verify modem's internet output by direct connection, but outcome was still successful.
Positive Highlights
  • Accurate diagnosis of solid red LED meaning no WAN connection (led_intelligent_mesh_consumer.md Path C).
  • Correctly instructed factory reset procedure for WHW0303 (universal_factory_reset.md).
  • Successfully restored service with confirmed LED state change to solid green/blue.
  • Provided a clear ticket number and explained how to use it for future support (LTS00070652).
  • Set proper expectations about next steps if reset failed (contact ISP).
Agent Errors / Gaps
  • Did not confirm upstream internet connectivity by testing the modem directly before resetting the router (missed Step 1 in universal_speed_below_plan.md and Path C in led_intelligent_mesh_consumer.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms resolution: 'Since it's now showing a solid green light or blue, it means your Linksys router is configured already. It's now connected and online. We have successfully configured it.' (17:00)
R2 Partially Met Diagnostic thoroughness conf 91%
Agent initiated reset but did not verify WAN cable connection, modem link status, or perform a direct modem test before troubleshooting — skipped foundational ISP-side checks outlined in universal_speed_below_plan.md. (05:00–07:00)
R3 Met Correct resolution path conf 95%
Agent correctly interpreted solid red LED as no internet, attempted reset, and advised customer to contact ISP only if issue persisted — aligns with Path C in ax_maxstream_wifi_connectivity.md and universal_speed_below_plan.md guidance. (04:00–06:00)
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (solid red LED) and linked it to no internet, but did not ask whether the modem had a solid internet light or test connectivity by connecting directly to the modem — missed key diagnostic steps in universal_speed_below_plan.md Step 1. (02:00–04:00)
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used reset button as a tool, but failed to leverage the most appropriate tool first: checking physical WAN connection and modem status. KBs emphasize verifying modem functionality before router-side actions (universal_speed_below_plan.md, ax_maxstream_wifi_connectivity.md). Reset was premature. (05:00–07:00)
T3 Met No misinformation conf 96%
Agent correctly stated that solid red indicates no internet from modem and gave accurate reset instructions. No technical inaccuracies in guidance provided. (04:00–06:00)
Communication
C1 Met Clear & professional language conf 94%
Agent set expectations early: 'if it stays red, you’ll need to call your ISP,' maintained control during troubleshooting, and guided through reset steps without losing direction. (04:00–07:00)
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, confirmed understanding ('Did you plug it back in?'), and adapted to customer’s pace. (05:00–17:00)
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, performed troubleshooting, and provided ticket number for continuity. (08:00–20:00)
O2 Met Proactive follow-through conf 96%
Agent gave clear next steps: reset router, observe LED, contact ISP if still red, and provided ticket number for future reference. (05:00–19:00)
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off. (Entire transcript)
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent opened with empathy: 'I'm sorry to hear about that, sir,' acknowledged frustration, and remained courteous and solution-focused throughout. (02:00, 17:00)
X2 Met Tone & rapport conf 93%
Agent matched customer’s hesitant pace, used confirmations ('Yes, yes'), and maintained engagement despite pauses and repetition. (04:00–17:00)
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, used known model and serial, and performed actions (reset guidance) efficiently without adding steps. (01:00–17:00)
Call Transcript40 turns · 41 lines
Speaker 1
Um, hello, um, I have a link, sis. I don't know if it's just like a it's a rectangle standing upright. It's like my Wi-Fi and it has like a red light and my Wi-Fi's been down for an hour and I don't know what to do. Um, okay. Uh, the serial number. Yeah, yeah, there's the serial number and the MAC address. Okay. Three zero
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Ice. How can I help you? Let's see. I'm sorry to hear about that, sir. May I have the serial number of your Linksys router? Yeah, check at the bottom of the Linksys. The serial number. The one with the S and
00:00
Speaker 1
Yep. You ready? Three zero. S. Two zero M. Three C. Nine zero three eight four one. Did you get that? Yes. Yes. Yes. Three eight four one. Yes. Yes. [silence]
01:00
Speaker 2
Yes. Hold on. So it's 30 30 S for some 2 0 M for Mike 3 C for Charlie 9 0 3 8 4 1.
01:00
Speaker 1
. Yeah. Yeah. Yeah. Yeah. Uh, no, no, in. You know, internet's at work and just fine, it's just the router. because I have... um, because
02:00
Speaker 2
all right. So your link this water is model WHW0303. And you only have one link this product. And right now that links this or router is showing a solid red light. Mhm. Yes. Uh, no internet outage. With regard to your internet. Uh, how, how were you able to confirm that there is an internet from your modem internet box? Did you connect?
02:00
Speaker 1
I have... um no, my my current Wi-Fi is down but my community fiber, I have a little box community fiber and the power is good, the PO is good and the port is good but it's just the Lynx this box that's red and I won't let me connect to the Wi-Fi. um no,
03:00
Speaker 2
Mm-hmm. Yeah. Yeah, oh but we cannot are really confirm if your community fiber modem, uh is really supplying internet to your router because your community fiber modem may be on, but it could not be supplying any internet to your router. But we'll just do some resetting on your router. If there is really an internet coming from your community fiber modem, then it will turn back to a solid green or blue. Now, if it doesn't, then it only means that there's an internet uh outage from your community.
03:00
Speaker 1
All right. Um, I just want to say, um, everything is plugged into the modem, every, like the Ethernet, and the actual power. And on my community fiber box, everything is green. And that's how it is even when it's working, but it's just the modem that's red.
04:00
Speaker 2
Okay, so. Um huh. Um huh. Okay. Okay. Right. I will do a resetting on your linksys router. I just want to set an expectation. that if ever once we do A reconfiguring your linksys router and it still shows a solid red. And a solid red light indicator usually means that there is no internet or connection. The linksys router is not getting any internet from your modem. So, if in case, your router after reconfiguring your router is still turning solid red, it means there's really no. I
04:00
Speaker 1
Oh, okay. And if it doesn't, should I call Community Fiber? Okay, thank you. Okay. For how long?
05:00
Speaker 2
Okay, so let's just hope that once we do reconfigure your Linksys router, it will turn to solid green or blue, okay? So, so, if it doesn't turn solid green or blue, then you will have to contact your community fiber because it only means that there might be an internet outage or an internet service interruption from your from community fiber. Okay, so let's uh first do uh reconfigure uh on your Linksys router. Since your Linksys router light is solid red, I need you to reset the Linksys router. You need to press and hold the reset button. And then, I'll check the light once you see or notice that the light goes off.
05:00
Speaker 1
[silence] it's on. and I let go. O. okay. yes. yes. yes. uh, community fiber.
06:00
Speaker 2
You can let go. Okay, so once it's off, let go and just wait for its light to turn back on. Once the light turned back on, it will start to blink, so let's just wait for the light to stabilize, okay? Uh by the way, let me confirm your name is Sammy Omar, all right? So your internet provider is Community fiber or Vigacolor. And you only have one links southwest or the?
06:00
Speaker 1
Yeah. Yes. Yes. Uh no, it's still off. Yes. Uh no. Yes, it's clogged in. No.
07:00
Speaker 2
Is your link sys water blinking, still blinking? It's still off. It didn't blink. That's weird. Uh can you check uh the plug uh the power cord adapter if it's plugged to a power outlet? Uh still no light on your links is router? Can you uh turn on or toggle the switch?
07:00
Speaker 1
Yes, shall I? Okay. I did it. Yes it's um is I flipped it off and then I put it back on. No nice. Mo nice. Good night.
08:00
Speaker 2
Can you check the power switch if if you pushed the on button or maybe it's on off still no light. Okay so is it on you made sure that it is at the on button.
08:00
Speaker 1
the power switch is on the side with that that looks like a one so they'll be on the side with the zero okay [silence]
09:00
Speaker 2
Let me check. Okay. So since your model is WHW-03, there should be a power switch at the bottom. Hold on. So right now,
09:00
Speaker 1
The light is, the light is red now, like a light, yeah, it's red. Solid red. Oh, and it just turned off, it's turned, yeah, it just turned off. Nice. It's fully plugged in. Shall I take, shall I?
10:00
Speaker 2
you're WH, H, W, 03. Yes. Solid red or blinking red. All right. It turned off. Um, H, Um, can you check the power cord adapter? Maybe it's just sent. Why does the light goes off? Check the power cord adapter. Uh, properly, yeah, properly plug it. And check the power outlet if the power adapter is properly plugged into it. Why does your router always goes off?
10:00
Speaker 1
take off the plug it's off and then put it back in. [silence] right take in. [silence] [silence] Um it's it's still like black. [silence] should I try and press the reset button? [silence] okay. [silence] [silence] yeah it's just
11:00
Speaker 2
Yes. Unplug it and then plug it back in. And make sure to secure, uh, properly plug it to the power outlet. Are you sure you're using the power adapter that's provided by the Linksys on the back when you got it? So, what's the light now? No. Because, uh, even if we don't press the reset button, uh, the light on top of your node should have a light on it. [silence]
11:00
Speaker 1
Black. Yes, everything is properly plugged in. [silence] the book.
12:00
Speaker 2
Okay, check the port, the, on the port of your Linksys wireless router. Is it properly plugged? Okay, try to unplug your power cord adapter on the port, unplug it from your, yeah, the power cord adapter and plug it on the port again. Make sure when you plug it, you'll feel some kind of resistance, you know, like feeling that you are now kind of forced out. [silence] You do hear any kind of sound? Okay, one second. [silence] Okay, um, if you cannot hear sound from your computer.
12:00
Speaker 1
All right I plugged it out Okay Okay No nothing, nothing is wrong um it's been working perfectly fine earlier it just randomly about an hour ago the Wi-Fi just stopped and I checked it and it was just red it went from green to red I don't know it just it's just really I don't know [silence] Yeah [silence]
13:00
Speaker 2
And then plug it back in. Is your sure there's nothing wrong with your power outlet? Is not...? Yes. So a while ago, you said that it show a solid red light, but why does it goes to black again? So we have to check. So we have to check your your cable, your power adapter cord. Are you sure it's still working? It's still in good condition. It's not faulty?
13:00
Speaker 1
No, nothing is faulty, though. It was just working, and maybe, I mean, there isn't any visual signs of damage to it, and it's been working perfectly fine, and it doesn't seem to mean that anything is wrong. Oh, now it's red. Now it's red. It's red now. Yeah. Uh, yeah.
14:00
Speaker 2
Right. Then why does why does the light doesn't uh on? Why does it doesn't show any light on your Linksys router? So we have to check. Okay. Okay. Do you see your uh router's light goes off and on? Now, can you check at the bottom of your Linksys router? There's a Wi-Fi name at the bottom of your Linksys router? Okay. Now, I want you to go on your phone. Go to your phone's settings.
14:00
Speaker 1
3 or 4 and it's red. all, right, well, I'll tell you, whenever it stops blinking, it's still, it's still blinking. Mm. yes, Oh, Oh, and now, it is green, it's, like a bluish. [silence] [silence] [silence]
15:00
Speaker 2
or it's slide to stabilize, because we cannot do the fire pass method if it's slide is blinking. It should stay solid red. And your links router is connected to your community fiber modem. And yeah, I'll run that test again.
16:00
Speaker 1
Yeah, I've already done it. Uh... I already... Yeah, I connected and I texted one of my friends and it all went through. Thank you. everything Thank you.
17:00
Speaker 2
Okay. So I think your Linksys router has an automatic setup built-in on it, which means that once it's connected to your community fiber modem, it will connect automatically. So since it's now showing a solid green light or blue, then it means your Linksys router is configured already. It's now connected and online. So just connect your phone to the Wi-Fi name of your Linksys router. You're connected already? You're welcome. All right. So since your router is already connected and online, we have successfully configured it. Thank you for calling Linksys.
17:00
Speaker 1
Uh, no. All right, lem wait wait sorry, excuse me. Let me go in my notes so I can type it in. Uh, uh, Linksys is. Yep. B for T for S for what. Ah, yes.
18:00
Speaker 2
you're welcome. it's my pleasure to assist you too. um, Sammie. do you have your ticket number? I provide you with the ticket number, so that in case you have issues again with your router, you can use this ticket number as a reference, okay? So your ticket number. Yeah, sure. So your ticket number is L for London, B for Thomas, S for Sam. Sammy. Sammie. So London B Thomas S for Sam
18:00
Speaker 1
00 07 06 52 all is the LTS in capital letters right. Thank you. And also I wanted to ask with the ticket number how do I use it do I call again and do I say I had a ticket number what do I say sorry? Thank you.
19:00
Speaker 2
London Thomas. Sammy. So. Zero. Zero. Zero. Seven. Zero. Six. Five. Two. five. two. Okay. Yes. LTS. Zero. Zero. Zero. Seven. Zero. six. Five. Two. So, that's your ticket number. So everything's good now, Sammy. Thank you for calling Linksys. You're welcome. Yes. If you have problem again with your Linksys router, when you call us back, tell the agent you have the ticket number, and then, just say the ticket number so that the agent will find your case record.
19:00
Speaker 1
Bye. Okay. Thank you so much for the help. Bye.
20:00
Speaker 2
and the case and the agent will no longer ask about your information because it's already in our system. We have your information recorded okay. You're welcome, it's my pleasure to. This is Sammy. Thank you once again. This is ice. Take care, Sammy. Have a great one. Goodbye.
20:00