V2 Rubric Detail — 4756cf0c-76f9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:07
Duration
30m 4s
Contact
Tina Rusk
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135803
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet speed_MX6200

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation2.50/5
Customer Exp2.50/5
Overall47.6% (-18.4)

V2 Grader Summary

The agent performed a basic power-cycle and maintained call ownership, but failed to fully diagnose the issue or confirm resolution. While some troubleshooting was conducted and the agent remained engaged, inaccurate advice (T3 Not Met) and lack of escalation despite persistent symptoms resulted in an unresolved outcome. The interaction showed partial adherence to protocol but missed key diagnostic and communication expectations.

V1 Case Analysis

Customer experienced full internet outage. Performed power-cycle of ISP modem and Linksys node. Customer reported partial restoration (TV working), but agent did not verify all devices. No model/serial captured beyond serial number. Private Wi-Fi address guidance was unclear.

Troubleshooting Steps
  • Asked for Wi-Fi name and serial number (serial provided: 58W10M21E02844).
  • Confirmed prior reset was performed (button pressed, not held).
  • Guided customer through full power-cycle (modem then node).
  • Asked about ISP (Spectrum) and subscription speed.
  • Instructed to check YouTube on computer and TV post-reboot.
Key Observations
  • Agent followed KB accurately for power-cycle sequence (modem first, then node).
  • Agent did not collect product model number, a protocol miss.
  • Call flow was inefficient with repeated questions and poor topic control.
  • Agent did not verify resolution on all affected devices (computer, phone).
  • Guidance on private Wi-Fi address was vague and not device-specific, but not contradicted by KB.
Positive Highlights
  • Successfully identified the need for a full power-cycle and guided it correctly per KB, which likely resolved the issue.
  • Maintained a polite and patient tone throughout the call.
  • Confirmed ISP (Spectrum) and asked about subscription speed, showing awareness of upstream factors.
  • Waited for modem to stabilize before powering on node, following correct sequence.
Agent Errors / Gaps
  • Missing collection of product model number despite having serial number that could help identify it.
  • Did not verify resolution on all affected devices (computer, phone) before closing the call.
  • Provided ambiguous guidance on private Wi-Fi address setting without clarifying device type or purpose [26:00].
  • Poor call control: repeated questions about reset method and Wi-Fi name, leading to inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reported no internet content loading throughout; agent did not confirm service restoration or resolution of core issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a sequence reboot (modem and node power cycle) but failed to verify WAN/ISP connectivity, router LEDs, or perform systematic diagnostics beyond basic power-cycle.
R3 Partially Met Correct resolution path conf 80%
Agent applied basic troubleshooting appropriate for initial contact but did not assess warranty status, escalate after failed resolution, or consider hardware fault despite red LED and persistent issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (YouTube not loading) and asked about ISP and reset method, but missed many relevant questions (model, exact LED state, WAN status).
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were necessary for this initial power-cycle attempt; agent appropriately used customer observation and basic reboot steps.
T3 Not Met No misinformation conf 90%
Agent provided materially incorrect technical guidance claiming 'it will not load if you don't put YouTube.com', which is factually wrong for modern browsers. Guidance on 'private MAC address' is unsupported by the provided KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control and guided the reboot process, but had multiple unexplained silences, abrupt transitions, and did not set clear expectations for next steps or timeline.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to confirm understanding when discussing Wi-Fi settings and MAC address privacy; did not adapt to customer’s confusion about device icons.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent stayed on the call, attempted troubleshooting (reboot), and did not transfer or abandon the case; demonstrated ownership by guiding the customer through the process despite complexity.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a next step (sequence reboot) and gave a rough timeline (wait 3 minutes), but did not commit to follow-up or confirm resolution afterward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Escalation was warranted due to unresolved internet issue after reboot and solid red LED, but agent attempted basic fix first; decision not to escalate was borderline given L1 scope.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and patient throughout; tone was procedural but not dismissive or impatient.
X2 Partially Met Tone & rapport conf 75%
Agent continued at a steady pace and responded to customer’s questions, but did not proactively check for comprehension or adjust tone during confusion about device list.
X3 Partially Met Overall experience conf 80%
Customer repeated device status and serial number; agent could have minimized repetition by documenting early, but did assist with reboot steps and app navigation.
Call Transcript50 turns · 54 lines
Speaker 1
Yeah hi, it's Tina Rusk and I was just calling about our links system. It's on and it shows, I'm on the site here, it shows. Okay, well I can't. [silence]
00:00
Speaker 2
welcome to linksys 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-linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue. Hi, Thank you for calling linh systech support. This is Rio. How can I assist you today?
00:00
Speaker 1
well, you know, like the phone and TVs and stuff like that. I guess [silence] you know, the devices are like on and everything's showing, but it doesn't play. It's kind of like the internet. It will, you know, I can get that to come up, but when I try to go somewhere with it, it doesn't, you know, it doesn't go. [silence] It says here that the router, well now it shows the internet connection. Now, it just shows that it went away, but it's been on. It's just not,
01:00
Speaker 2
Oh, by means of that, ma'am, are you referring to your Wi-Fi. So, it means you are not able to connect to the Wi-Fi, your devices? [silence] I'm sorry, uh, can you tell me more about what are you trying to access?
01:00
Speaker 1
And it's back on. It's just not connecting to anything. The computer says we do. Both devices are on and they're both online. I'm trying to play the TV, trying to, uh, use my phone on the internet, trying to use the computer on the internet. Um, let me see what it's showing now. It's just like blank. It's sitting on YouTube, but, you know, all the boxes on it are blank. There's nothing.
02:00
Speaker 2
So literally, you don't have an internet connection in your home, ma'am? Okay, what are you trying to do, by the way? Okay, so in the TV, like is there an error that it shows? Does it shows no internet, not connected to the internet?
02:00
Speaker 1
What? Um, no. It's showing that it's there, but it's just not, you know, it doesn't show you any pictures or anything. It's just a grey screen or great. Well, I'm on y'all's site and it says that we've got both. The Wi-Fi and the router are working. No, there's nothing. No, there's nothing. There's nothing wrong with the TV. There's nothing wrong with my computers, and there's nothing wrong with my iPhone.
03:00
Speaker 2
So, the YouTube would not play, is that what you mean? The Youtube would not play in the TV. Can you try can you I'm sorry, can you try to search something in the YouTube, ma'am, if it will play so that we will know if you do have a Wi-Fi or not because we will not be able to identify what's going on if we cannot isolate the problem if you don't really have an internet or there's something wrong with the TV. So, can you try to go to Okay, if you do have an Internet, ma'am, in the TV, since you're already in the YouTube, can you search something in the TV? If it will thumbs up, so it's loading, just loading. Now, if it will not load, try to use your computer, ma'am. You said you do have an Internet in the computer. Can you try to go to YouTube in your computer?
03:00
Speaker 1
and it's like, ugh. Yeah, it doesn't, I put YouTube in and it's not going anywhere. It's just still setting on Google. No, it's, it's just setting there. It says new tab and it's just got a circle on it, but it's not, it's not loading. And the Google, the Google, the
05:00
Speaker 2
Is it loading? Okay. [silence] Are you still on the call? [silence] Let me just check.
05:00
Speaker 1
I mean, I can go. Yeah, I did that. I did that. Okay, it's coming up finally, but it's still showing that it's loading. Let's see.
06:00
Speaker 2
okay can you try to put YouTube.com it will not load if you don't put YouTube.com
06:00
Speaker 1
It's not what it normally looks like.
07:00
Speaker 2
How is it? Were you able to pull up the face? Great. Okay, so it's slow and buffering, correct? Got it. [silence]
07:00
Speaker 1
Hold on. Come on. It is 5.8 W... 10 M 21 E 02844 0 2844. You're welcome. What's the what? The light indicator. It's the the white the white color. Yeah.
08:00
Speaker 2
What's the serial number for your Linksys device please?
08:00
Speaker 1
I mean, it shows like I'm on the Linksys Smart Wi-Fi in lynx right now and it says device router and internet, there it says they're both connected. But I kept on my on my, um, on the phone when I would go to Dion on there, it had, has the privacy warning, that was on it. And when I look on here, huh? Um, spectrum.
09:00
Speaker 2
white light all right who's your internet service provider all right who's your internet service provider did you try to do a sequence reboot turning off the modem and then turning off also the the wireless device
09:00
Speaker 1
I reset the links device because it was red. That was earlier this morning, like at 5:00 a.m. I with the reset button. What device? Um, I believe it's Tampa Bay rr. rr. Let me see here. The Wi-Fi just like keeps going in and out. Uh, I [silence]
10:00
Speaker 2
Hello? How did you reset it by the way? I and then were you able to set up again the device? For the linksys device that the I'm sorry. Let's try to check your computer. Oh, can you check for me what's the wifi name you are connected for your computer?
10:00
Speaker 1
Where will that be at on here?
11:00
Speaker 2
in your computer, there is a Wi, Wi, Fi, uh icon at the bottom of the device uh, the right corner there is like Wi-Fi there, [silence] that you are connected right now in your computer. Uh, you've mentioned earlier that you reset the link sys nodes, how, uh, how did you perform the reset did you just click the reset button or you hold and press it? Uh, for how many seconds? Okay, how did you [silence]
11:00
Speaker 1
ashy flashy for a little bit, real slow, real slow, and then it came back on. Yeah. Do I have my what? The smart Wi-Fi? Yeah, I guess I do. Let me find it.
12:00
Speaker 2
Okay, how did you connect it back to your internet by the way? Did it just turn solid white? suppose to be ma'am when you are going to reset the device, your current network set up or settings will be deleted. So wifi name, wifi password will be deleted. Do you happen to have your Linksys app? You have your Linksys app, right? No, Linksys app. Do you have Linksys app? What are you currently using right now? Are you using the website?
12:00
Speaker 1
Well, I'm on the website and being ask for the app, now I'm pulling up the app. What do you want me to use? Okay. Okay. Yes. Yep. D. Dion
13:00
Speaker 2
web but watch since you're already in there the links less up are you in the dashboard okay hold on popup my tools here and in the left corner you will see an option there ma'am Wi-Fi settings can you try to click that for me and then after Wi-Fi settings you will see your Wi-Fi name right uh what's the Wi-Fi name showing there okay going to refresh this so since you've been experiencing ma'am slow internet what we're gonna do right now is we're just gonna do sequence reboot failure [silence] SSI cipher supportedcolon DH DKS ECDS ED25519 RS an MDS an server wagon colon Mikros RS single quotes DS bits key size 2048 await The super rate now X3 DH group supported colon 5 15 18 19 20 23 24 25 18 and reason close.
13:00
Speaker 1
Okay. hold on. Okay. Do you want me just to unplug everything from the wall or what? So I can just pull the plug and then wait and plug it back in.
14:00
Speaker 2
okay for a sequence reboot we're just gonna turn off the modem and turn off your notes so kindly unplug your modem from spectrum and unplug also the things of notes unplug everything from the wall both the modem and the note I'll tell you when to plug them back in. [silence] All right. Were you able to unplug both of them, ma'am? Okay. Can you try now to plug back in just the modem only? Okay, let's wait for your modem to be stable before we turn on the Linksys device.
14:00
Speaker 1
It's, it's just showing power. It's just showing power. It's not, it doesn't have anything. Let's come back up on it yet.
16:00
Speaker 2
[murmur] Okay. How was it right now, Ma'am? Is the device, the modem stable?
16:00
Speaker 1
It's showing the power and there's nothing, there's nothing blinking on the back of the box now that I unplugged it. No, that's what I just said. I mean, it was. Yeah, yeah. [silence]
17:00
Speaker 2
But it does have like a light, internet light [silence] in the modem. Not at the back of the the [silence] the box. However, in the front of the box, does it have any light indicator showing or no? Okay. Can you try to turn on now the card? You can now turn on the node.
17:00
Speaker 1
What is my what? [silence] Uh, I don't know. [silence] It's quite a bit. [silence] Well, [silence] [speaker] the internet's back up and we're doing [silence]
18:00
Speaker 2
By the way, Ma'am may I know what's your subscription speed from your Internet service provider? What's your subscription speed? How many Mbps you're subscribed with? Okay. Let's wait for your node to become stable white before we try to check your device, please? [silence]
18:00
Speaker 1
a red.
19:00
Speaker 2
Uh-huh. Give it at least two minutes, it's still rebooting. Yeah, it's okay. Just give it some time, still rebooting. The time that it will become red, once it is, is connected to the network, meaning to say you don't have an internet from Spectrum. That's the time that it will show red.
19:00
Speaker 1
you're gonna be good. How long is it gonna take it to reboot? It's still right. Yes. Do what? Okay. No. Yes. Yeah. Internet showing it's on. The Internet is on.
20:00
Speaker 2
It still solid red? Mmm I'll have my [inaudible] Let's give it at least three minutes again. Let's give it three minutes. It's supposed to be we did not make any changes with your uh devices. Um, we did not troubleshoot it. We just turned it off and then turned it back on. It's supposed to be it should have internet. So let's give it some time. Three minutes.
20:00
Speaker 1
It's online. I'm talking, I'm talking about the modem, the internet modem. Yeah. Are you coming? Do I got what? It's one, Wi-Fi. A spectrum box that's connected to the Link's key router. That's it. That's all we got. Come here now. Come here. Odin. Come here.
21:00
Speaker 2
Which Internet are you referring, ma'am? Are you referring to Spectrum or to your Linksys? [silence] Okay. Yeah. Do you have a separate Wi-Fi for your Modem and then links? Do you have a separate Wi-Fi for your Spectrum Modem and for links or you only have one Wi-Fi, which is the De? Okay. If there is silence or no speech, output only: Yeah.
21:00
Speaker 1
Come back back. Drop the ball. Drop. Leave it. You're a boy. Popped, uh, it's um it's white now, white or green. Hold on, guys. [silence] Gotcha. [silence]
22:00
Speaker 2
Okay, all right. Just give it uh just a minute, I want to make sure it will stay solid white and then we're gonna try to check your computer again if internet is still slow or there is a need for us to do some reset for the whole system. Is it still the same ma'am? Pause. White? Pause. Okay. Can we try to use your computer, ma'am? And try again to open YouTube and check if it's still buffers. How was it, ma'am? Okay, can you try to check your TV? I wanna make sure all of your devices are in good condition. No issues with the internet. Okay. No. Of course. They're part of the family.
22:00
Speaker 1
TV's working in there? Awesome, awesome. Thank you, just talk. You talk not. See? Um, I just want to make sure on here on my Wi-Fi that I am set, let me see here. I want to make sure that I'm set on the right thing. Um, let's see, so many icons. Settings, D on Wi-Fi, and I've got, for the private Wi-Fi address, I've got it on six now. Should it be on off, six, or rotating? Should the Wi-Fi be on off, six, or rotating? Because off.
25:00
Speaker 2
All right, good. That's good to hear. All right, so ma'am, anything else aside from this? Nothing. All right, go ahead. Nothing. Nothing. Got it. Nothing. Okay. I'm sorry.
25:00
Speaker 1
It's the private Wi-Fi address on your phone. It should say off. Yeah. Okay. So that says allow this device to be tracked by Wi-Fi networks and nearby Wi-Fi devices when using VPN. So allow tracking. Okay. Okay. Okay. Um, I think my a another question I have is on our devices.
26:00
Speaker 2
Is that a computer? It would be off, ma'm. Yes. Uh-huh. Uh-uh.
26:00
Speaker 1
Taking a bit to search everything. It's like up and on, up and on. okay, um, I'm, showing everything that we have here. Um, we have all of our our, um, iPhones. I'm showing four iPhones offline and I'm showing one iPhone online. Did you put yours back on line yet? Yeah. On Wi-Fi? Yeah, that's true. Okay, um, but I'm showing two Androids.
27:00
Speaker 2
i can just [silence] remove the Android phone. [silence] click on that device then you remove it the reason why those devices are there is because for the past years, if you've set up this device, it's like you'll have family members that are connected to the Wi-Fi. So that's just the history of those devices that has connected [silence] shows offline. [silence] Might be that's your other devices there. [silence] there you have a a TV
28:00
Speaker 1
I've said there's a, that's a, that says um, android mobile. Oh, our, uh, yeah, we have two fire stick. Nice. Guess I better leave them right. Okay. Sorry. Yeah, sorry about that. Okay. Hey, I'm good. I'm not gonna take your time. Now I know. Okay. I appreciate it and you, you have a great day and have a good 4th of July. Mm. Good.
29:00
Speaker 2
Fire stick those are and robes yes fire sticks also are uh powered by android so it will show in your devices if you have those devices but then again you can just remove yeah all right so yeah thank you so much miss Tina um if you need further assistance do not hesitate to call us back here again okay um thank you so much you too Also this is Rio from Linksys you have a nice day bye bye
29:00