V2 Rubric Detail — 4ad4a7c8-6e41-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:50
Duration
12m 47s
Contact
Tim tillyon
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134239
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall27.9% (+7.9)

V2 Grader Summary

The agent applied basic reset and reboot steps but failed to use diagnostic tools or adapt communication, leaving the customer with a solid red light and no resolution. Despite attempting troubleshooting, the agent did not establish ownership through follow-up or next steps, resulting in an ownership gap.

V1 Case Analysis

Atlas 6 parent node shows solid red when connected to Fritz!Box; no internet connectivity; issue unresolved.

Troubleshooting Steps
  • Attempted 5‑press reset of the node
  • Power‑cycled modem and router
  • Asked customer to verify cable connection to the internet (WAN) port
Key Observations
  • Agent gave inaccurate instructions (5‑press reset, "ACS laser web dash") that do not apply to Atlas 6 routers.
  • Failed to verify WAN settings, PPPoE credentials, or correct port usage before concluding.
  • Collected personal information (full name, address, email) unnecessarily and without clear purpose.
  • No empathy or acknowledgment of customer frustration; communication was confusing and fragmented.
  • Call was terminated after the customer stopped responding, leaving the issue unresolved.
Positive Highlights
  • Agent asked for the device model and serial number (though not captured cleanly).
  • Agent performed a power‑cycle of the modem and router as a basic troubleshooting step.
Agent Errors / Gaps
  • Provided non‑existent "ACS laser web dash" instruction.
  • Used 5‑press reset method on a router that does not support it.
  • Misidentified the correct WAN port (referred to a yellow port).
  • Did not ask for or verify ISP authentication details (PPPoE, VLAN, etc.).
  • Ended the call without confirming a resolution or setting a clear follow‑up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended with solid red light and no internet connection; issue was not resolved and call disconnected without follow-up.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed 5-press reset and power-cycle, which are relevant steps, but did not verify WAN IP, check router settings, or use web interface to diagnose double NAT or DHCP conflict.
R3 Partially Met Correct resolution path conf 89%
Agent followed standard reset/power-cycle path appropriate for setup failure, but missed deeper diagnostics needed for third-party router integration (e.g., bridge mode, IP conflict).
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Identified solid purple (setup mode) and red (error) LEDs correctly and asked about modem status, but failed to ask about IP assignment, subnet conflict, or router configuration on the Fritz box.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use web interface (http://myrouter.local or http://192.168.1.1) to check WAN status, IP assignment, or logs — a necessary tool given the symptom of IP failure on a third-party network.
T3 Partially Met No misinformation conf 87%
Correctly instructed 5-press method (valid for MX5500 as Intelligent Mesh), but said 'access your link is up' — likely ASR for 'Linksys web dashboard' — and did not clarify IP assignment issues.
Communication
C1 Not Met Clear & professional language conf 94%
Long unexplained silences (e.g., 11:00–12:00), no clear timeline for wait periods, and lost control by failing to re-engage customer before disconnecting.
C2 Partially Met Confirmed understanding conf 89%
Used simple terms but asked for full name, address, and email — unnecessary personal data — without explaining why, increasing customer effort unnecessarily.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on call and attempted troubleshooting, but abandoned interaction after silence without attempting callback or documenting next steps.
O2 Not Met Proactive follow-through conf 95%
No clear next step or callback commitment established; agent only said 'wait 2–3 minutes' and then disconnected without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope (setup on third-party router), though unresolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
No empathy expressed; agent did not acknowledge customer frustration or effort spent trying to set up the device before calling.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without checking comprehension and failed to adjust pace or tone despite customer confusion and technical complexity.
X3 Not Met Overall experience conf 93%
Requested full name, address, and email — not needed for troubleshooting — causing unnecessary customer effort and privacy concern.
Call Transcript22 turns · 24 lines
Speaker 1
Yeah, here's what. Yeah, I've got a Linksys Atlas 6 system and I'm trying to connect the parent node to my router, which is a Fritz box and I can see on my router that it's got an IP address, but the app just refuses to find an internet connection. Yes, yes.
00:00
Speaker 2
Welcome to Linxys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello. Thank you for calling Linksys Technical Support. This is Charm. How can I assist you today? [silence] I see. Right. Got it. Let me assist you with this concern. Just to confirm, so this is your first time setting up this main node or the parent node? No worries. Okay. And you already hook it up to your
00:00
Speaker 1
Uh the light color at the moment is solid purple. Yeah, I've tried uh various combinations of the link this that but if you can talk me through something which maybe I haven't tried I'm I'm happy to do that. Yeah, uh the model number is let's have a look. Uh the serial number. Where's the model number? Model number uh Papa November Mike X-ray fives fives. Uh that's the model number it says. Serial number five fives uniform.
01:00
Speaker 2
modem. Correct. What model is this? solid purple stat. And you tried to add it using the link list app. Correct? All right, no worry. Um, before we proceed, sir, can you provide the model number and the serial number of your Linksys? router. Yeah, that's [silence]. How about the serial number? [silence].
01:00
Speaker 1
likuso my internet provider is called then internet in the UK. That is a box 754. uh I just have one. I'm just trying to connect the parents because if I once I've connected the parent, then I can add the others, but without the parent, it's all a bit useless.
02:00
Speaker 2
Got it. Thank you so much. And Maino is your internet service provider again. Um, Great. So, we will, um, I will assist you in adding it using the ACS laser web dash.
02:00
Speaker 1
Sure. Yep, that's fine, that's great. Yes. Okay, five times, okay. One, two, three, four, five. Okay. Now, uh, flashing purple. Flashing purple.
03:00
Speaker 2
is the i press method. So that you can assist, um connect it manually. And also we will access your link is up after to make it online. Okay. All right. So here is the next thing you need to do search since the light, status of this parent node is now solid, purple, it means it's ready for setup. Kindly press the reset button five times of this main node, not too fast and not too slow. Yes. All right. six, it's better. BLINKING PURPLE. All right. And we will wait here for about 2 to 3 minutes and
03:00
Speaker 1
Right. OK. OK. My first name is Tim. T-I-M. And my surname is tillson, Tango, India, Mike, Alpha, Lima, Delta, Oscar, November, Echo, Romeo, Alpha. The first line of my address is 65 barren road. oh, sorry, my email is not the just email is Tim. tillson, same spelling, at hotmail .co. UK. Yep. [silence]
04:00
Speaker 2
until it's done communicating with the modem with the modem and the light status of the sparkmod should turn to solid blue. So while waiting sir kindly provide your first and last name and also your email address for me to create a quick backup for you. I'm not your your email sir. .co.uk got it. Thank you so much for providing me your information.
04:00
Speaker 1
Okay. Okay, the light is now solid blue. Okay. Ah, that's interesting. There was nothing in the manual that said press the reset button five times. Right. So, I'm sorry if I'm wasting your time. [silence] Oh, now it's red solid.
05:00
Speaker 2
communication for so. Let me create a quick work for you here. Let's wait for a minute or two. or just to confirm it will stay solid blue. This is the easiest way for you to connect it to the network. And yeah, it's not on demand. Wow. There it is. Great. So the light status very, is it so solid blue? Probably better. And you connect the internet cable.
05:00
Speaker 1
Yes. Yes, it Yep, it's in the uh internet uh port. Uh, not the uh ethernet port. On my router, I can see that so should be communicating okay, but
06:00
Speaker 2
w was at the back of the model of the router where there is a yellow port that
06:00
Speaker 1
yep, everything's fine, uh, the modem's fine, it's, uh, communicating, it's, uh, web browsing is fine, I've checked the port by connecting a laptop to it, so, uh, that, uh, gets, uh, an ip address and, uh, yeah, still solid red,
07:00
Speaker 2
And your modem is working correct? It's online. Okay, what's the light status of the parent? Is it still solid red, sir? It's... one moment here.
07:00
Speaker 1
okay okay all right okay right just give me two seconds okay okay I'm plugging them now
08:00
Speaker 2
All right. So, here's the next thing we need to do, sir. Can we do a power cycle for both the modem and the router? Can you unplug both the modem and the router there from the power source and wait for 20 seconds before you plug it back in? [silence] Uh-huh. [silence]
08:00
Speaker 1
light on the ... Whoops. Yup. Solid blue. Yeah, modem is crushing and it's [silence]
09:00
Speaker 2
All right, did you plug it back in? Okay. And also the modem. I see. Right. So let's wait here for about two to three minutes and so it's on, I'm starting up. And I'll set a timer here. [silence]
09:00
Speaker 1
Oh, this is interesting. Uh, the router has failed to assign it an IP address. Yup. Okay. Uh, no.
10:00
Speaker 2
I hear it, but you just plug it in, right? okay, so let's wait through for about two three minutes cuz it's just I'm just writing up and the light status is it still flashing? Hello sir enter Hello sir, are you still there? Enter Hello, are you still there? Enter Hello sir, is there anyone on the other line? Please make sure the volume is not muted on your phone. Are you there? Since no one is on the other line. I will release this call in 10 seconds. Thank you for calling linksys. Sir, if you need further assistance, please feel free to call us. at any time. Or you may visit our linksys website at www.linksys.com and I will try to call you back. All right. Keep your line open.
10:00