V2 Rubric Detail — 4c0aa440-6477-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 02:51
Duration
12m 51s
Contact
Adam Condit
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132893
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall63.1% (+27.1)

V2 Grader Summary

The issue was resolved as confirmed by the customer regaining internet access. However, the agent skipped foundational diagnostics required for 'no internet' cases, such as testing at the modem and verifying WAN status, instead moving directly to a factory reset. While the outcome was successful, the troubleshooting path was incomplete and did not follow the required diagnostic sequence per KB guidelines.

V1 Case Analysis

Customer (Adam) reported no internet on MX5500 mesh. Collected serial/model. Advised incorrect 5-press reset method. Internet restored after waiting; no validation or follow-up provided. No case created or documentation sent.

Troubleshooting Steps
  • Collected serial number and model (MX5500).
  • Asked about LED status on main and child nodes (all solid blue).
  • Incorrectly advised 5-press factory reset for MX5500.
  • Advised waiting for nodes to re-sync after power cycle.
Key Observations
  • Agent incorrectly advised a 5-press reset for MX5500 at [07:00], which is not a supported method for this model (uses app or web UI for reset).
  • No verification of modem status, WAN cable, or ISP connectivity was performed before troubleshooting the router.
  • Internet restored on its own after waiting; agent did not validate resolution with structured testing.
  • Agent failed to create a case or provide any follow-up documentation or KB article.
  • Customer email was collected but not used to send troubleshooting steps or confirmation.
  • Call contained long silences and repetitive questioning, reducing efficiency and control.
Positive Highlights
  • Collected correct model number (MX5500) and serial number (4K10M2A) from customer [03:00].
  • Confirmed LED status on all nodes was solid blue, indicating node sync but not necessarily WAN connectivity [05:00].
  • Acknowledged customer frustration and confirmed internet was working before ending the call [09:00].
  • Collected customer name and email (samsher86@yahoo.com), which could have been used for follow-up.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: advised 5-press factory reset for MX5500, which is not supported (correct method is via app or web UI).
  • Failed to verify WAN connection, modem status, or ISP outage before proceeding with device resets.
  • Did not confirm whether the customer had already performed a power cycle before advising further resets.
  • Did not validate resolution with structured connectivity tests (e.g., ping, DNS, multiple device checks).
  • Failed to create or cite a HappyFox case despite collecting full customer and device details.
  • Did not provide any self-help resources, KB articles, or email follow-up despite resolution being unconfirmed.
  • Poor call control with long silences and repetitive prompts (e.g., repeated LED checks after already confirmed).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'yeah my TV's streaming now ... it's back online'.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential diagnostics: no modem test, no WAN status check, no cable verification. Jumped to reset without isolating the issue.
R3 Partially Met Correct resolution path conf 85%
Factory reset was premature; issue resolved itself after reboot. Correct path would have been power cycle first, then diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (no internet) and checked LEDs, but failed to ask about modem status, WAN IP, or perform direct modem test.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use basic diagnostic tool: testing internet directly at modem via ethernet. Required for any 'no internet' case.
T3 Met No misinformation conf 95%
Instructions on factory reset and 5-press were technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 75%
Maintained control but provided no initial framing or summary; guidance was reactive, not proactive.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated key info, and matched customer’s conversational pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took ownership, stayed on call, completed troubleshooting without transfer.
O2 Met Proactive follow-through conf 85%
Provided clear next steps: reset, 5-press, wait 4–5 minutes for nodes to sync.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted after resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer expressed frustration ('they keep saying it's you all') and history of repeated issues; agent offered no empathy or acknowledgment.
X2 Partially Met Tone & rapport conf 75%
Remained polite but did not adjust tone or pacing to customer’s stress; missed opportunity to de-escalate.
X3 Met Overall experience conf 90%
Avoided redundant questions, minimized steps, and resolved issue in one interaction.
Call Transcript24 turns · 25 lines
Speaker 1
Yes, ma'am. Uh, I'm running, I'm running a grip, err, whatever y'all call it, a grid system or whatever. And, uh, it's saying I have no internet access. I just.
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 one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Effie. How can I help you?
00:00
Speaker 1
I just got off the phone with my internet provider and they say it's on your all's end. And I'm, I'm just [silence] I'm just trying to figure out why I have no internet. Uh yeah, it's a vlop [silence] D35. Uh [silence] Yeah, I think it is FVE KG EES BF.
01:00
Speaker 2
Okay. All right. Okay, so right now your Linksys router is not working. Probably the router is not communicating with your modem, okay? So there's a need for us to check on the router settings. By the way, can I have the model number and the serial number of your device? Can I have the serial number please? Just try to look underneath it. Is that the serial number? It should be I've, I'm just making sure. I'm getting, the serial number here.
01:00
Speaker 1
Can it be any of the nodes? [silence] Just the main one? All right, give me one second. I'm trying to get it. All right. Uh, serial number is 4K10M2A. Adam Dog, zero, zero- [silence] zero. [silence]
02:00
Speaker 2
It should say there S slash N. Just look for S slash M. Uh just the main one, sir.
02:00
Speaker 1
0893 Not seeing a model number. Got a Mac address about two to three years.
03:00
Speaker 2
Okay, let me just check this here. uh yeah room and do you see any model number? Okay, well it shows. Mm-hmm. All right, that's all right. It shows in our system that the model number is MX 5,500 and how long have you been using this device. [silence] Okay, let me just quit they recorded name.
03:00
Speaker 1
uh... Condit... Uh... No cat O N D S M A S H E R 86 Y at yahoo.com. Yes, uh What's that? Ma'am.
04:00
Speaker 2
Adam and last name is... is it T is for Tom, O and D I T? Oh. Okay. And your email address, sir? Alright let me verify that. That's S for Sam, A M as in Mary, S H E R 86 at yahoo.com. Is that? Okay. And who is your internet provider? How many nodes you have in total? [silence]
04:00
Speaker 1
Three On the main it was blue. Yep. I looked blue. And I just reset it. Yeah, yeah. There's nothing flashing I just reset it because the internet, yeah, it said it's on link sync.
05:00
Speaker 2
okay can you check the lights on the main node? [silence] what is the color of the? oh it's blue Okay Okay Okay Okay Okay Okay and what if you reset the device bake to factory defaults the main node. Oh okay cuz it's. Mhm okay yeah cuz actually once you reset it to factory defaults there's a need for us to reconfigure it. It's going to remove all your previous settings. Okay so right now the settings is on default
05:00
Speaker 1
All I've got I've got the modem or I've got the router, then I've got two other nodes, blue? No, it's blue. No. No. Yeah. Yeah.
06:00
Speaker 2
what about the other two nodes? What are the, what are the uh, LED lights? I mean, what's the light indicator? Yes, the other two nodes. What lights are lit? Is it red? It's blue. Did you reset them? No. Okay, so let me verify your cable connection. You have a modem from spectrum. Is that connected to the internet ports of this router? Is it connected to the yellow port? Okay.
06:00
Speaker 1
Unplug the power. No, I got my cell phone. then I got my TV because I stream all my TV stuff
07:00
Speaker 2
All right. Now, since you've reset it to, uh, since you've reset this device factory defaults, or Adam, we'll just have to, uh, do a five press on your, uh, main node.Okay.So when you, when you mentioned, when you said you reset it, so you press the reset button at the bottom or you just unplug the power? Oh, you just unplug the power.Okay.So, uh, do you have any computer available? [silence] Right now, since the, uh, the notes are, uh, blue, solid blue. Uh, can you not to go online, are you not connected?
07:00
Speaker 1
Hold on. I wasn't. Give me one second. All right, it's it is now all the same connected on my online device. Yeah. Nope, and I still have nothing. Uh-oh. It took off. [silence]
08:00
Speaker 2
All right. skypeConnected. Can you open any websites. Just check if your internet is working. So to make sure it's working, just open any websites. [silence]
08:00
Speaker 1
yeah my TV's streaming now yeah I guess yep it's back online
09:00
Speaker 2
Okay, so your internet is working back. Is it back online? Okay, yeah. Sometimes, Sir Adam, it takes four to five minutes for the nodes to communicate. Okay? So, it takes really some time to establish a connection. So, maybe that was that was what happened. Earlier, your main node was still getting a connection. So, since you rebooted it, you powered off the devices. Yes, it takes time to get a connection from your modem. And right now, all the nodes are working.
09:00
Speaker 1
Okay. Uh, not, not at this hour. No. But, but, but maybe. Uh, the. The one I have up in the garage and I'm not getting the ladder out to get to it. But. Yes, I'm, I'm getting, I'm getting the news. Because that works. I work from 5 a.m. till till 5 p.m. and normally miss the 5 o'clock news and yes, I'm getting the news now. I got.
10:00
Speaker 2
Once the parent node is working, the other child node should work. Okay, so would you want to relocate the child nodes and make sure they're all working? Okay. So, but everything is working, your wireless devices are working, right? They're all connected. Can you make sure before I let you go? Okay, 'kay. All right. That's great. It's good to hear that.
10:00
Speaker 1
I gotta see what the weather's gonna do tomorrow, so I can call off work or make it happen. No. I greatly, greatly appreciate it. Uh, I've been having. I've been having problems with- I think, the internet and they keep saying it's you all. And, uh, oh yeah. So I'm like, I might be doing something different with my internet. So. Right. yeah the yeah and and the modem the modem has kind of been going off here lately quite frequently so I've I've had pretty good luck with this setup for the last two or three years and now all of a sudden you know I guess they want to charge me more money I don't know but yep okay alrighty okay thank you uh thank you bye bye
11:00
Speaker 2
of your router will not work because that's the main source of your internet. So it relies on your motor. Yeah. Yeah. Okay. Okay. All right, so yeah, so you can always give us a call back if there's any problem. Okay? So, thank you so much for your time, Sir Adam. Well, for more information, please visit our site support].linksys.com. Thank you for your time, this is Epi from Linksys. Thank you for calling. Have a great night. Take care.
12:00