V2 Rubric Detail — 463fae1e-7aef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 17:05
Duration
7m 30s
Contact
Margarita Martinez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136386
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5501ST_no internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). 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
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall10.8% (-41.2)

V2 Grader Summary

The agent never resolved the no‑internet issue and provided only a generic instruction to contact the ISP, skipping essential router‑side diagnostics. While a clear next step was given, the call lacked empathy, proper call control, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports no internet on MX55 router (solid red LED). Advised to contact ISP to verify line status and call back with case number.

Troubleshooting Steps
  • Confirmed router model (MX55)
  • Confirmed LED status (solid red)
  • Advised customer to contact ISP (Starry) to verify line status
Key Observations
  • Agent correctly interpreted solid red LED as no internet (per KB: led_intelligent_mesh_consumer.md, Path C).
  • Agent did not perform basic no-internet troubleshooting steps (power cycle, WAN cable check, modem restart) before advising ISP contact.
  • Agent assumed ISP was Starry without explicit confirmation from the customer.
  • Agent promised to email a case number but did not provide one during the call.
  • Agent gave confusing instructions about transferring the call before continuing the conversation.
Positive Highlights
  • Correctly identified the router model (MX55) and LED condition (solid red).
  • Accurately interpreted solid red LED as no internet per KB guidelines (led_intelligent_mesh_consumer.md).
  • Provided a valid next-step direction to contact the ISP first, aligning with diagnostic best practices.
  • Collected customer name and email correctly.
  • Set expectation for callback with case number.
Agent Errors / Gaps
  • Failed to execute standard no-internet troubleshooting steps (power cycle, WAN cable verification, modem restart) before advising ISP contact.
  • Did not collect router serial number or confirm warranty status.
  • Did not provide a case number or reference ID despite promising to email one.
  • Assumed ISP was Starry without customer confirmation.
  • Gave confusing statement about transferring the call before continuing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the no‑internet problem; only told the customer to contact the ISP and call back with the case number.
R2 Not Met Diagnostic thoroughness conf 96%
Agent did not perform any router‑side troubleshooting (no power‑cycle, cable check, WAN status check, etc.) before directing the customer to the ISP.
R3 Partially Met Correct resolution path conf 90%
Agent identified a likely ISP issue and chose to have the customer verify it first, but skipped required internal steps (modem check, cable reseat, reboot) before that decision.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to apply a logical diagnostic process. Per universal_isp_modem_diagnostics.md, the first step is to test the connection directly at the modem to isolate the source. The agent skipped this and all other router-side diagnostics (cable check, reboot sequence) before blaming the ISP.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use the required diagnostic 'tool' (the modem-direct speed test) mandated by universal_isp_modem_diagnostics.md Step 1 to isolate the ISP from the router. Relying solely on the customer's verbal report of a red light is insufficient.
T3 Not Met No misinformation conf 95%
Agent claimed the MX55 'comes from Starry internet service provider.' The KB (led_intelligent_mesh_consumer.md) lists the MX55 as a Consumer/Retail model. There is no evidence in the provided KB that the MX55 is an ISP-provisioned device for Starry; this is a factual error regarding product origin.
Communication
C1 Not Met Clear & professional language conf 94%
Agent gave a confusing opening (‘your call will be transferred… please hang up’) and never set clear expectations or a structured agenda for the call.
C2 Not Met Confirmed understanding conf 93%
Agent used garbled product names (‘Link Sins’, ‘Langsy’s router’) and did not adjust language to the customer’s level; no comprehension checks were performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent passed the responsibility to the ISP and did not take ownership of diagnosing or fixing the router issue.
O2 Met Proactive follow-through conf 90%
Agent gave a clear next‑step: contact the ISP, then call back with the case number; timeline was implied (call back before 11 pm EST).
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was clearly required; the agent chose to have the customer verify ISP status first.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of the customer’s frustration; the tone remained purely procedural.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to the customer’s pace or clarify confusing statements; the conversation remained one‑sided.
X3 Not Met Overall experience conf 93%
Customer had to repeat email spelling and name multiple times; the agent added unnecessary steps instead of streamlining the process.
Call Transcript12 turns · 14 lines
Speaker 1
Hi, yes, I'm calling because the internet BOS has stopped working. No, we don't. Link Sins
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while and of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling LinkSys Support. This is Isal. How can I help you? There seems to be a problem connecting. Due to some complications with the call, your call will be transferred. Please hang up and try calling again. Thank you. My Remy don't have any internet connection. Okay, who is your internet service provider? Sorry, can you have the serial number of your Linksy? Okay, thank so much. Let me just double check that one here. And how many do you have for the Linksys? One, okay. Do you know, ma'am, who is your internet service provider? Because for Linksys, um, Linksys is the right. Router, the brand of the router that you're using, so we're only. We only provide the Wi-Fi but the internet is from your provider. Do you know who's your internet provider? Like spectrum, Xfinity, do you know? I see. Um what's the LED light of your, yes, sorry. Sorry, okay. What's the LED light of your Langsy's router? Say a solid red or blinking red. Solid. Okay. Did you press any reset button or what have you tried so far?
00:00
Speaker 1
Disconnection, that's it. Yeah. Ah, yes. It's going to be Martinez Adriana nine three 5 at gmail.com. M-A-R-T-I-N-E-Z Adriana nine three 5 at gmail.com. For, it
03:00
Speaker 2
like unplug and then plug it back in okay let me create a case ticket mem for record purposes before we move forward can i have an email can you spell that one for me thank you so much and first name and last name for the account
03:00
Speaker 1
It's gonna be Margarita Martínez. Yes, M-A-R-G-A-R-I-T-A. Yes. Yes. Yes. Just one.
04:00
Speaker 2
uh... Margarita Margarita Martinez...? ok. and uh... this is the bash call back number right in case the call gets disconnected, the one that ends in uh... 9 2 5 8... ok. so for the router you have the MX 55 right? how many do you have for the MX 55? [silence] one... ok. [silence] Have you tried to contact... mom... your internet service provider?
04:00
Speaker 1
No. Just this one. Um Ronnie.
05:00
Speaker 2
Okay. Because what we can actually do for this one, usually, for no internet connection, we have to make sure first that the modem- You have a modem from your internet service provider, right? Or just this one. Okay. So usually, what we do is that we check with our internet service provider first if they do have any internet outage or any line issue that disrupts the internet connection coming from the MX55 since the MX55 that you have comes from Starry internet service provider. So, if their line is okay, if they have internet connection, then that's the time that we proceed with the troubleshooting, if needed, for the Linksys router.
05:00
Speaker 1
[silence] Okay. [silence] Okay. [silence]
06:00
Speaker 2
How about this one? Contact first your internet service provider. Ask them if they do have any, before we proceed any reset or if needed on the router. Ask them first if they do have any internet outage or if they can refresh the internet from their end, if they confirm or if they verify that the account is okay, the line is okay, um give us a call back, then we'll proceed with the troubleshooting for the router. just to save some time for de configuration because if we will proceed with the reset, everything that was configured on this link is router will be removed or deleted. So, let's start first with your internet service provider. I'll send to you the case number via email after this phone call. So, once you give us a call back, just provide that case number, okay? Alright. So, um, yeah, anything else for today?
06:00
Speaker 1
I know that will be. all. Okay, well, do that. You're welcome. Thank you, too, nice meeting you. Bye-bye, ma'am.
07:00
Speaker 2
okay all right so check with let's let's ask first our internet service provider then give us a callback okay we're open up until 11:00 pm Eastern time okay thank you so much you have a good day take care thank you bye bye.
07:00