V2 Rubric Detail — 475c4a88-7ed6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 16:17
Duration
9m 18s
Contact
614-937-0642
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134549
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: MX2000_No Internet Connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall87.7% (-0.3)

V2 Grader Summary

The agent correctly diagnosed a physical disconnection (flashing red LED) and guided the customer to reseat the WAN cable, resolving the issue. Technical accuracy and ownership were strong, but communication suffered from redundant questions and unexplained silences, reducing efficiency. No escalation was needed or performed.

V1 Case Analysis

Customer reported MX2000 router not providing internet; flashing red LED indicated physical disconnect. Advised to verify WAN cable connection. Customer re‑plugged cable, internet restored and confirmed working.

Troubleshooting Steps
  • Confirmed device model (MX2000) and symptom (no internet, flashing red LED).
  • Asked about LED status to identify possible cause.
  • Instructed customer to verify WAN cable connection to the router.
  • Customer re‑plugged cable; internet restored and confirmed working.
Key Observations
  • Agent correctly diagnosed flashing red LED as physical disconnection per KB (led_intelligent_mesh_consumer.md).
  • Customer confirmed fix during call — internet restored and working.
  • Agent repeated questions about model and LED status, causing minor inefficiency.
  • Agent provided helpful reminder about mesh node placement.
Positive Highlights
  • Correctly identified flashing red LED as a physical disconnection indicator per KB guidance (Path D — Disconnected).
  • Provided clear, accurate instruction to check the WAN cable.
  • Resolved the issue within the call without escalation.
  • Confirmed resolution by asking customer to test Wi-Fi ([06:00]) and accepted confirmation ([08:00]).
  • Provided useful guidance on checking physical connections and reminded about other mesh nodes.
Agent Errors / Gaps
  • Repeated questions about model and light status ([01:00], [02:00], [04:00]), leading to unnecessary hold time and inefficiency.
  • Did not explicitly verify internet connectivity after the cable was re‑connected (relied on customer statement without prompting a test).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution: 'yeah, it seems to be working... I think that was the problem.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer to check physical connection after identifying flashing red LED, which directly resolved the issue.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for physical connectivity issue, appropriate for any product status; no warranty status used to stop helping.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (flashing red), asked about ISP and prior restarts, and logically concluded physical disconnection was the cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools needed; agent used correct diagnostic logic and KB-aligned guidance (LED meaning, cable check) effectively.
T3 Met No misinformation conf 98%
Agent correctly interpreted flashing red LED as physical disconnection per led_intelligent_mesh_consumer.md Path D.
Communication
C1 Partially Met Clear & professional language conf 90%
Frequent silences, repeated questions, and lack of initial framing reduced call control.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but failed to confirm understanding after key steps and repeated questions unnecessarily.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed with the customer until resolution was confirmed.
O2 Met Proactive follow-through conf 90%
Agent provided clear next step ('check the cable') and post-resolution guidance ('feel free to call us back').
O3 Partially Met Closure confirmation conf 85%
Agent acknowledged prior contact but did not reference any prior findings or steps taken in previous call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous ('I appreciate you calling us'), acknowledged repeat contact, and closed professionally.
X2 Met Tone & rapport conf 85%
Agent matched customer’s conversational pace and maintained engagement despite technical interruptions.
X3 Partially Met Overall experience conf 85%
Customer repeated information (e.g., problem description, restart attempts) and endured multiple unexplained silences.
Call Transcript17 turns · 18 lines
Speaker 1
welcome to the the what's up Hey, this is Mike Baird. I'm calling with a problem with my Linksys router. Hello. Yes, this is Mike Baird. I'm having a problem with my Linksys routers.
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. While waiting, you may also visit support.Linksys.com for more information about your product. [silence] Hi, thank you so much for calling Linksys. This is Jessie, can I help you? I'm so sorry. [silence] Hello? Yes, hello sir. [silence] Um yeah, come again?
00:00
Speaker 1
mx 2000. It just won't pass the internet signal to the rest of the house either through the wired connection or the Wi-Fi connection. I have it turned off now. I I can use the internet if the modem is connected directly to the computer but um and so I've been doing that. So right now I have it turned off and I've rebooted it several times and it usually that does the trick when I have a problem like this, but it's not doing it this it's not working this time.
01:00
Speaker 2
Yeah, what's the model number of your router? Okay, and what's a specific problem you have with this device? Okay, what's the light indicator of the device? So when you connect to the Wi-Fi, what's the error? [silence]
01:00
Speaker 1
Yes. Well, I need to plug it in, sorry, I'm sorry. It will eventually turn red. I mean it'll cycle through, and um, and then it'll go to it goes to red it. What's that? No, I just called probably about two or three weeks ago with a very similar problem. Uh, Michael Baird, B A I R D. And I think the email, I'm not sure which let me check and see which one I gave you guys. Something.
02:00
Speaker 2
Well, it says connected, no internet. [silence] What's the light indicator on the device right now? [silence] I see. [silence] Is this the first time you call Linksys your or you've called before? [silence] Is this the first time you called Linksys your call before? [silence] Okay. [silence] Can I uh have your full name and email and the address, Sir? [silence] Okay. [silence] And your email?
02:00
Speaker 1
and just one second. Oh, yeah, it's, Spectrum. The email When did I, what? It was, I turned it off. Oh, you mean and restarted it? Yeah, yeah. I, I turned it off and on several times last night. And, uh, couldn't get it. And one time this morning, and couldn't get it to work. And restarted it several times. I even, I I Yes. Yes, this is a sec. This is, yeah, this is happening again. Same issue.
03:00
Speaker 2
and who's your internet service provider, sir? okay. When did you turn off the device, sir? Why did you turn off the device, the router? Just to verify, sir, you called the night before with uh reason that you don't have internet connection. So technically, the issue happens again? [silence]
03:00
Speaker 1
What have I done so far? I I've rest restart rebooted the modem and uh rebooted it through, you know, restarted it through the app through the Linksys app, you know went that way. Then I also did the just unplug it and plug it back in. I've done all that several times and it doesn't um prestart. Right now I I just plugged it back in while we were talking and right now it's gone to flashing red.
04:00
Speaker 2
Okay, and what have you done so far, sir, before you contacted us? Yes. This is the parent node that we're talking about, right? Is this the parent node that you're talking about, talking the flashing red. Okay, sir, if it's flashing red, sir, it means that there is a physical disconnection. Can you check if the cable is hooked up properly to the endpoint?
04:00
Speaker 1
Sorry. Yeah, that's the problem. Oh, boy. Okay, I'm plugged into the internet. Let me plug the computer back in. Would it's possible that that's the problem. Um, I just have one output port on the back of the modem. One out port.
05:00
Speaker 2
How many ports do you have at the back of the modem, sir?
05:00
Speaker 1
[silence] fingers port that comes out of the modem. Yes. And now it's blue. M. Okay. Let me see something. Hold on a second. You have your problem.
06:00
Speaker 2
Okay, so now what select indicator of the router? Okay, now try to connect to the Wi-Fi.
06:00
Speaker 1
Yeah. hang on just a second I'm checking it yeah, it seems to be working. I think that was the problem. I think that was the problem. I didn't put when I was doing all the restart business, I wasn't plugging it. I just didn't have it plugged into the right. I switched it out at one point and didn't put it right back in the right place. So I think it's fine. Thank you. Okay. Yes. they're they're unplugged right now, but I'm sure they're fine. Okay, thank you. I will. Thank you very much. Okay.
07:00
Speaker 2
Okay. Well, I guess it's your that. Yeah. I see. I understand, sir. I appreciate you calling us, sir. But, it shows here that you have 3 nodes in total, sir. Um, how about the other nodes? Are they plugged in or they're off as well? Okay. All right. You power them on sir first, right next to the main router, okay? So that they will easily connect before you relocate them. All right, you're welcome. So if you have concerns, just feel free to call us back, okay? All right, you're welcome, sir. And have a good day. Take care. Yeah
08:00
Speaker 1
I think it was just a dumb problem that I'm that I did.
09:00