V2 Rubric Detail — 551cc3f8-6aa1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 23:07
Duration
17m 53s
Contact
Darya Schinder
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133811
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MX5500

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall38.4% (+10.4)

V2 Grader Summary

The interaction resulted in no resolution, with the agent failing to use proper diagnostics or validate the cable hypothesis. Critical steps like direct modem testing were skipped, and technical language was used despite customer confusion. The customer was left to source a new cable without confirmation it would resolve the issue, indicating unresolved troubleshooting and increased customer effort.

V1 Case Analysis

Customer reports no internet after modem reset; router not detecting modem. Agent repeatedly blamed Ethernet cable without performing direct modem test or collecting model/serial. No resolution; call ended with customer skeptical and no clear path forward.

Troubleshooting Steps
  • Advised checking Ethernet cable and trying different router ports
  • Described Ethernet cable types (RJ45, Cat5, Cat6)
  • Mentioned router was reset to factory defaults (without confirmation)
Key Observations
  • Agent never followed standard isolation steps: skipped direct modem test (Step 1 in universal_isp_modem_diagnostics.md).
  • Incorrectly claimed router was reset to factory defaults without evidence or guidance.
  • Failed to collect product model/serial number (PROTOCOL violation).
  • No LED state verification (e.g., blinking yellow = recovery phase per KB).
  • Call ended without operational closure (no KB article, email, or self-help path).
Positive Highlights
  • Expressed empathy and apologized for inconvenience.
  • Attempted to guide customer to check port status in the troubleshooting report.
Agent Errors / Gaps
  • Failed to follow standard ISP/Modem/Routing isolation steps (universal_isp_modem_diagnostics.md).
  • Did not collect product model/serial number (PROTOCOL violation).
  • Incorrectly stated router was reset to factory defaults (ACCURACY violation).
  • Provided confusing technical jargon (RJ45, Cat5, Cat6) without ensuring customer understanding.
  • Did not verify LED states (e.g., blinking yellow = recovery phase per KB).
  • No self-help path offered (e.g., KB article) when issue remained unresolved.
  • Call ended without clear next steps or resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded issue was a faulty cable but provided no resolution; customer remained without internet and expressed doubt about the diagnosis.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent had customer check status page, try different ports, and observe LED states, but skipped critical step of testing modem directly with a wired device.
R3 Not Met Correct resolution path conf 93%
Agent attributed failure solely to cable without verifying modem functionality or attempting known-good cable test; dismissed customer's reset history as irrelevant despite clear timeline.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no X mark on report page) and tested alternate ports, but failed to ask key diagnostic questions (e.g., modem model, prior changes, direct speed test).
T2 Not Met Appropriate tools / resources used conf 97%
No use of diagnostic tools: no remote session, no request to test modem directly, no speed test, no log review — relied entirely on verbal description of UI elements.
T3 Partially Met No misinformation conf 88%
Agent correctly described Ethernet cables and blinking yellow LED meaning, but incorrectly implied factory reset was completed when customer only began setup.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but lacked structure: no initial agenda, repeated instructions, multiple silences, and unclear transitions between steps.
C2 Not Met Confirmed understanding conf 97%
Agent used unexplained technical terms (RJ-45, cat-5, cat-6) despite customer explicitly stating 'I don’t know what that means' twice.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on call, performed troubleshooting, offered follow-up, and did not transfer or abandon case.
O2 Partially Met Proactive follow-through conf 90%
Agent offered to follow up 'tomorrow' but did not specify time, method, or confirm customer availability beyond a vague 'maybe I can check'.
O3 Not Applicable Closure confirmation conf 100%
No indication of prior contact or case history; this appears to be first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue did not involve confirmed hardware fault, legal risk, or management request requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed understanding ('I understand'), apologized for inconvenience, and thanked customer for patience multiple times.
X2 Partially Met Tone & rapport conf 88%
Agent showed empathy but failed to adapt to customer’s confusion about cable types and technical terms, repeating jargon unnecessarily.
X3 Not Met Overall experience conf 94%
Customer had to repeatedly explain they didn’t know what an Ethernet cable was; agent added effort by requiring customer to source new cable without confirming necessity.
Call Transcript36 turns · 36 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Good day. Um, I'm calling for Daria. Yes, ma'am, I'm ready. Yeah, so, were you able to contact, uh, were you able to contact uh, the story people? Oh, I'm sorry. Okay. So they will provide, they will give you another cable.
00:00
Speaker 2
yes, hi. hi, hi. yeah, yeah. they- they didn't really see an issue. they thought maybe it was like a a wire or something. they said they'll have a tech come and give me a new wire, but I don't see how it's a wire issue. it was working like, you know, two hours ago. yes. but I did get on the internet with, um, we spoke earlier about, um, the story you won
00:00
Speaker 1
Okay. You're, you're connected to the back to story one four four one three network and did it say you have internet connection or... Can we? Yeah. Yes. Okay. Because here's the thing ma'am. Yeah, we can try to check again. Okay. If the Linksys router is able to detect your modem now. Okay. But if there's really a problem with the cable then, that would...
01:00
Speaker 2
error 483. It actually let me log in. So whatever we can do on that end. Maybe we can fix it. Hold on. Paula. Well. Um, well, I wasn't able to follow the steps that we did together, but should I have enough service? Mm-hmm. Yes. Yes. I mean, I. Yeah.
01:00
Speaker 1
Yeah. If there's really a problem with the physical cable, ma'am. So there's really nothing else that we could do but to uh get a new cable, okay? So, yep. So right now, can we check? Okay, so can we go ahead and go to Wi-Fi and check first if you're connected to STORY14413? Okay. Okay. alright. So can we open up Google Chrome again and go back to HTTP colon slash slash myrouter.local. Oh, okay.
02:00
Speaker 2
Sorry. Go ahead. Yeah. Yeah, I'm pretty sure it's not a cable issue. Yeah, let's try. Yes, I'm connected. I already went on the site. I already logged in with the password that I made. [silence]
02:00
Speaker 1
Okay, so are you able to sign in or it's asking for a route or password? You're able to say, okay, you're fine and all right, can we go back to troubleshooting? Okay, because this is where we had a problem, so try to go to troubleshooting and then click on report. There's still no check marks, okay. Sorry, ma'am. So, uh, it seems really that this link to this router is really not detecting your modem at all. So, there's really a need for us to try a different cable for that. Because it's an ethernet,
03:00
Speaker 2
So what do I need to click on now? Yes. I signed in. Report, okay. And there's no check marks on the bottom like we discussed previously. I'm not sure what cable is the issue.
03:00
Speaker 1
Net cable, yeah. Because normally once we have it's an RJ 45 cable. Yes, it's that is that that is actually an RJ 45 cable. So that usually came with the if you purchase a router or a modem, you should have that because it came with a package and you usually use that as well if you connect a computer straight to your modem or to straight to your intelligence router. So that's the cable that we will be using. It's it's an ethernet cable. Yeah, that is an ethernet cable. It looks like.
04:00
Speaker 2
Do you know what it looks like or something. I'm not, I don't know what that means. Okay. Do you know what it looks like possibly? Um I don't know what these cables are called or, Yeah, I don't know what ethernet cable is. Okay,
04:00
Speaker 1
like a telephone jack cable but it's bigger yeah is a transparent plastic connector found at the end uh so that usually uh it has uh types as well so you have the cut the uh cat 5 and the cat 6 so usually um they provide cat 5 yes those are those are technical terms and yeah it it uh it looks like it's it typically looks like the telephone cable but that is bigger okay you know when you connect a uh uh a telephone um an older phone land line
05:00
Speaker 2
Okay, let me just, yeah, I don't know what that means. [silence] [silence]
05:00
Speaker 1
That looks like so.
06:00
Speaker 2
yeah I'm not sure why it would be a cable issue. I just basically reset my uh modem, so I don't I'm not I'm just puzzled as why I can't have service because there was no issue. There's no wire issue. There was no wire. There was no issue. I just basically reset my modem and now this whole issue came up. There's nothing else that could be done on your end. but it what what I mean, what I'm trying to say is it's not a hardware issue. I know it's not your fault, you're trying you're being very [silence]
06:00
Speaker 1
Madam, yes, I understand, yeah, I understand, yes, and this one. But in, in as we check the settings of the router, ma'am, it's not detecting the modem. And normally, once we have a cable connected from your, uh, from your modem to the Linksist, you should see an X mark there on the, on that page, on that status page. How about this? Can we try connecting that Ethernet cable, um, 'cause right now it's connected to the internet, right? Can we try to connect it to one of the numbered ports at the back of your Linksys, and see if that, uh, uh, see if there's an X mark under, um, one of the ports.
07:00
Speaker 2
helpful, but it's not a hardware issue. There was no hardware damage, nothing occurred for it to be a hardware issue
07:00
Speaker 1
Yeah, you may you may connect it to one of the, uh, the ports to the other ports, I mean, just for us to further isolate the issue, okay? Cause, uh, if we connect the cable to other ports and if there's still no X mark under the port numbers, then it has something to do with the cable, man. Yeah, try to look at the back of your Linksys. So, the Uh. Yeah, that the
08:00
Speaker 2
They're not numbered, but just looking at... Well, I took with you. Yeah, I just don't know what I'm doing to be honest. No. Yeah, there's a there's uh what is this? The 12 volt connector and then there's their Internet
08:00
Speaker 1
That's the power, yes, that is where you had the, yeah, that's you, that's where you had the starting modem connected. So try to connect it to the other ports. Okay, and let's see if, yes, that's all right. That's all right. This is just for us to further isolate the issue. So try to connect it to. Yes, that's right. Okay. So, once you have it connected to the internet, can we go back to the page and uh, go to troubleshooting again, then check on report, check the port numbers if there's an X mark, man.
09:00
Speaker 2
That one, then there's an internet one. Well, the other three ports are Ethernet. So take it out, take it out of the internet and put it in the Ethernet. Okay, okay. Okay. Thank you.
09:00
Speaker 1
Try to reconnect back to, sorry, to the Story Network. [silence]
10:00
Speaker 2
I don't understand what the issue is. Something kill it. Well, when I did that, now the sorry, internet disconnected. Right. Yeah, it's not connecting cuz I moved it from. Okay, let's try again.
10:00
Speaker 1
No, no check marks. Okay. Yes. So, if, if the modem is really not, I mean the router is not actually detecting both Internet and even the ethernet now. So, there's really a need for us to use a different cable for this. Could, it could be the cable is damaged or... cuz it's not detecting your modem at all.
11:00
Speaker 2
everyone keeps telling me it's a wire issue but there's no wire issue so I'm just troubleshooting let's see report no no check marks anywhere Is it possible I have something not plugged in correctly? [silence]
11:00
Speaker 1
You may try unplugging and replugging the the connection from your modom, because that's the that's the only thing that we need to check the cable that goes to the Linksys from the modem. [silence] Yes, ma'am, as I've mentioned, yeah, as I've mentioned earlier, this
12:00
Speaker 2
I don't know. Let me refresh it. I mean, since my issue wasn't resolved, um, not to be rude, but what am I being charged $15 for? Because it's definitely not a wire issue.
12:00
Speaker 1
<start_of_audio>m the router is not detecting the modem at all yeah try connecting a different wire and you can always track the Internet check the the the parent node if it turns to solid blue
13:00
Speaker 2
Yeah. I understand. There's just, I was hoping this would be resolved. Why disconnect and connect? I mean, it's blinking blue, but it's probably going to go back to red again. Nothing you can do. Okay. I don't know what's two hours ago. There was no cable issue. Why the cable all sudden stop working. Okay. So what do you suggest I do? I just get a new wire and then call you back or what what am I supposed to do?
13:00
Speaker 1
and check if the Internet is working. Because right now, the router right now, actually, ma'am is uh, it's uh, it did the reset, okay? We've reset it to factory default. And, yeah, we reset it to factory default. It's just that we cannot proceed because, again, um, it's the router, the Linksys router, is not detecting the modem. uh, Yes, that's the uh, that's the default uh, Yeah, that's the default NAME. Yes.
14:00
Speaker 2
uh, we just didn't finish the reset. We reset it. Okay. Okay. I'm sorry to bother. But if I get the new wire, my new Wi-Fi password and logins, that's sorry? Yes. That's my new Wi-Fi name. Okay. Okay. So that will be my new Wi.
14:00
Speaker 1
Yes ma'am. The Starry modem, uh, the linksys? Uh, okay. Okay. If it's blinking yellow, uh, hold on, let me just check the status light. Yeah, um, if it's, uh, blinking yellow, it's actually lost its connection. So, uh, it, it's going to a recovery phase. So, maybe it's still trying to, uh, uh, get a connection. It's, it's really trying to, uh, get a connection from your modem.
15:00
Speaker 2
If I hypothetically get a new wire and get it going again. It's actually blinking yellow right now. The modem, I guess is what it's called. The modem. Is that. The Linksys modem is blinking, Linksys is blinking yellow right now. Is that our, anything of value? Sure, thank you.
15:00
Speaker 1
Okay, ma'am. So, if ever I have time tomorrow, I'll just do a follow-up. Okay. Maybe I can check whether - if you already have the cable available, okay? So, let me just check if I can do a follow-up tomorrow just to make sure. All right. Oh, okay. All right.
16:00
Speaker 2
I see. All right. I guess I'll just wait for a new wire, but I'm - I don't want to keep you on the phone. I'm going to wait for a new wire, but I'm pretty confident it's not a wire issue. It's something with the Lynci or something. Maybe we try to reboot it too many times or - Okay. All right. I don't know. Okay. All right. I appreciate that. I'll be at work unfortunately. You don't work after - actually after 7:00. Yeah. I would I would only be home like at 6:00 to recheck that.All right.
16:00
Speaker 1
okay then, thank you so much for your time. I really do appreciate your patience, ma'am. I apologize for the inconvenience. So, if if there's anything that I can do then I would probably uh, I would do it. but uh, it has something to do with a with a physical cable and we need to try a different one, yeah. so Thank you again. Bye now. Have a great night now. Bye bye.
17:00
Speaker 2
all right thanks one. Oh yeah. I'm, I'm beyond confident. It's not a cable. It's something on your guys. End of the book, whatever. Thank you for your advice, man. I appreciate it. Sorry. I'm just, I've been dealing with this at three hours. So, okay. Bye.
17:00