V2 Rubric Detail — 5aebed88-796d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:03
Duration
25m 47s
Contact
Jonathan Delacruz
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135944
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp1.79/5
Overall47.1% (+11.1)

V2 Grader Summary

The issue remained unresolved as the customer planned to contact the ISP. The agent demonstrated ownership and provided technically accurate guidance but failed to use required diagnostic tools (web UI, modem speed test) and repeated steps already attempted. Empathy was situational but not personalized, and customer effort was not minimized due to redundant troubleshooting.

V1 Case Analysis

Customer reports no internet; parent node solid red, child nodes flashing/red/pink. Agent instructed resets, 5-press method, and to verify internet from the Xfinity modem. No resolution achieved; advised to call back after modem test.

Troubleshooting Steps
  • Asked customer to place child nodes near the parent node.
  • Instructed power-only connection for child nodes and reset of parent and child nodes.
  • Guided a 5-press reset on the parent node.
  • Advised verification of internet connectivity directly from the Xfinity modem.
Key Observations
  • Agent never collected product model, serial number, or warranty status.
  • Provided inaccurate information about LED colors (pink) and number of Ethernet ports on the router.
  • Did not verify internet connectivity at the modem before proceeding with node resets.
Positive Highlights
  • Attempted to reset both parent and child nodes and introduced the 5-press method where appropriate.
  • Suggested the customer directly test the ISP modem, which is a valid diagnostic step.
Agent Errors / Gaps
  • Missing required device identification (model/serial) and warranty check.
  • Incorrect LED color description (pink) and misleading statement about only two ports on the router.
  • Failed to confirm whether the modem was delivering internet before troubleshooting the mesh nodes.
  • Confusing and fragmented instructions; excessive filler and lack of clear step-by-step guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states they will contact ISP as troubleshooting failed; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, cable checks, and 5-press method but skipped modem-direct speed test to isolate ISP issue.
R3 Partially Met Correct resolution path conf 85%
Agent suggested testing modem and contacting ISP but did not verify warranty status or consider RMA despite hardware-like symptoms.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid red LEDs and asked about cables but failed to logically sequence diagnostics—jumped to 5-press without confirming WAN connectivity.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed router web UI, checked logs, or guided customer to test speed at modem—required tools for connectivity issue.
T3 Met No misinformation conf 95%
Instructions on reset procedure, LED meanings, 5-press method (valid for WHW), and direct modem test were technically accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided interaction but had disjointed transitions, long silences, and unclear instructions about cable connections.
C2 Partially Met Confirmed understanding conf 80%
Agent used understandable terms but repeated confusing phrasing (e.g., 'only plug power adapter') without confirming comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case throughout, did not transfer, and followed through on guiding troubleshooting steps.
O2 Partially Met Proactive follow-through conf 85%
Agent told customer to test modem and call back but set no timeline or callback commitment; follow-up left entirely to customer.
O3 Partially Met Closure confirmation conf 80%
Agent referenced ticket number and prior advice but repeated reset steps already attempted—missed opportunity to leverage history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none clearly warranted yet—customer chose to contact ISP after agent’s suggestion.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged storm impact ('a lot of customers... calling for storm issue')—shows situational empathy, though not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent recognized external factor (storm) and adjusted explanation accordingly, though tone remained technical and repetitive.
X3 Not Met Overall experience conf 95%
Customer repeated information (ticket, symptoms); agent added redundant resets despite prior troubleshooting noted in history.
Call Transcript33 turns · 39 lines
Speaker 2
Welcome to Lyncsys 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.lyncys.com for more information about your product. [silence] Thank you for, for calling lab solutions this is I Hi how can I help you?
00:00
Speaker 1
1% of 1. Can you hear me? Yes, I have a ticket number from earlier today. It is one three five nine four four. One three five nine four four. Yes, that was the ticket number I was given this morning. Yes, that's correct. [silence]
02:00
Speaker 2
Thank you for calling. This is ice. How can I help you? Yes. Mhm. Uh-huh. Is that all? One- three- five-nine- four-four. Is your name Jonathan? All right, let me check.
02:00
Speaker 1
you cannot yeah so um uh one of the things that he said is that go ahead yeah so I went ahead and changed out that um ethernet cable um the only difference between what was happening
03:00
Speaker 2
Jonathan Della Cruz, uh, so your issue was no internet connection. And checked here on the record that uh the previous agent you you talked to already did troubleshooting steps with you and you were advised you were advised to purchase a table.
03:00
Speaker 1
[silence] Correct. [silence] Hold on. All right. I've plugged one.
04:00
Speaker 2
The parent node and the two child nodes are showing a solid red light. Okay. So I need you to, Jonathan, to bring the two child nodes near your parent node.
05:00
Speaker 1
And I've plugged the other both near the the parent note. Right. Right. Right. Correct. Yes. You said am I using an ethernet cable provided by linksys? No, I took that one out and I went and bought a different one because the guy said that this one wasn't strong enough it's 50%. Might be underpowered for his laptop and router and everything, so I went and bought another ethernet cable but it's the same cable and it's still doing the same thing.
06:00
Speaker 2
okay, so you only have to plug the two child nodes to a power outlet. No other cable should be plug into the port, only the power adapter, okay? [pause] so your parent node is connected to your XFINITY modem, right? [silence] [music] and it's using the cable provided by the linksys. [silence] yes. [silence] Wow. Wow, so it might be faulty, the cable you were using. All right. So did you? Uh huh, what are you doing? All right, so you're using now a new cable, Ethernet cable. Okay. I want to know if you have plugged the other end of the cable to the Internet port of your yeah, because uh since your router is model WH, there are only two ports. Uh huh. So you plug one of the Ethernet cable to one of the Ethernet port. So you have to make sure Donald, that that part, you connected. Hey, guitar. Okay.
06:00
Speaker 1
You're talking about on the, on the modem or on the router. Correct. Mm-hmm.
08:00
Speaker 2
with a cable should remain as the main part because if you change that, that will cause uh issues with your link. The water to disconnect from your internet. You have to make sure that where you plug in the internet cable, that will be its default main internet part of your router, okay? Because if you switch it on the router, because your router has two parts, right? Two mm-hmm. So, if you plug in your cable on the first part, you have to make sure that you will not change the connection. You will not switch it on the other part because
08:00
Speaker 1
Okay. Okay. [silence] aircraft on the jet and finger aviation post.
09:00
Speaker 2
first port you're connected to will remain as the main or default internet port of your router. Now, since your main router is showing a solid red light, let's do first a reset on it. Press and hold the reset button. Once it lights goes off, you can let go. Once it goes off, let go of the.
09:00
Speaker 1
If, uh, uh, light came back solid red, uh, default Wi-Fi name. Yes, it's underscore, uh, Velli set up three AF.
11:00
Speaker 2
O-K. If we go back to the P-A-R-N-T node, there is a default Wi-Fi name on the product label sticker at the bottom. Now on your phone, I want you to go to your phone's Wi-Fi settings and I want you to list all available Wi-Fi network names. So on the list of your Wi-Fi. check if that Wi-Fi name of your parent node is listed for being broadcast. So the -- so the -- oh, so the verify setup Wi-Fi name of your parent node is being broadcast on your phone's list of available network. All right, that's good. Now, I want to know what's the status of your two child nodes, the light color. Okay, I need you to do a reset on them both. Press and hold. There
11:00
Speaker 1
Not just education, you know, there, there are municipalities, there So they were flashing red now they're solid red. And they went back to flashing. They went back to flashing. Hold on just a second. I'm sorry. [silence]
13:00
Speaker 2
All right. I need you to press that reset button. Once the light goes off, let go. And then just wait for the light to turn back on.
13:00
Speaker 1
Pardon. [silence] Okay, sorry. So the so the two remote. Nodes are just flashing blue. And then the main node is solid red. Okay. So, one of them just went to pink. Okay. Okay. Huh. I'm waiting for the
14:00
Speaker 2
okay, let's focus on the two child nodes. Uh, since they're still flashing blue, it means they're still booting up. So we need to have your two child nodes a solid red or purple or pink light. Okay, that's good. Uh, since it turned solid pink, it means it was properly reset. And you can verify that by checking underneath that node, it's wifi name. If it is also broadcast on your phone, then it's really properly reset.
15:00
Speaker 1
Other one to finish. It's flashing blue and then flashing off. In the country that I, um... …getting five point, one just right at five point two million dollars at a forecast of 5.9. So we're about 6% over our, um, um, over our run rate for projects that we were able to. Okay now the second node went pink as well. And then the main node is still red.
16:00
Speaker 2
Mhm. [silence] Okay. That's good. So we were going to set up uh your
16:00
Speaker 1
Okay. Okay. Okay. Okay, that one turn peak erase, flashing peach orange color. Yes. That's a year today and we're up 65%. Mhm. Hm. Mhm. Okay. Mhm.
17:00
Speaker 2
So what you're going to do, Jonathan, is to press the reset button on your parent node five times within five seconds. Okay. So it's press, release, press, release. The reset button on your parent node. It should be five times. And then let go. The parent node started blinking. All right. So let's just wait. Uh, once your parent node got an internet connection from your modem, it will turn solid blue or solid green, depending on its light behavior.
17:00
Speaker 1
Okay, so the main node is now flashing red and then one of the child nodes is flashing red and the other one is still pink. Okay. [silence]
20:00
Speaker 2
It's already good that one of the child node is flashing. it means it's responding to your parent node because the five-press method is not just a way of setting up your parent node as the main node. It's also a way to add your child node to your parent node. So, if your child nodes, started to blink, your light, it means they are responding or communicating with your parent node. Once your parent node turns solid blue or green, it means it's connected and online. Your child knows that also starts to blink. So, I'll start green. They will also turn solid blue or solid green. Yes. But provided that you really have an Internet connection, because if you don't have any Internet connection or your modem is not supplying you Internet, then your parent node will keep blinking red until it will turn box of solid red, which means that there is really no Internet coming from your modem. So hopefully there is Internet coming from your modem, and your parent node is not having any...
20:00
Speaker 1
[silence] There was a storm last night, and I think that had something to do with it. Yeah. Yeah. [silence]
22:00
Speaker 2
a hardware issue or a software issue. By the way, Jonathan, why did your nodes got disconnected? Did you have a power outage or an internet outage? Let's see. Yeah, a lot of customers we have have been calling that their nodes got disconnected because of a storm. Some of them we were able to reconnect them back, but some wasn't positive because maybe in their area, their lines or poles lines was severely hit or damaged for
22:00
Speaker 1
I see. Yeah, it's still flat. So, one of the uh nodes is now solid red. And the the main node is still flashing red. And the third node is still pink. Okay. Okay. Um, I'll tell you what.
23:00
Speaker 2
Speaker 1: Tell us something. Speaker 2: literally. Speaker 1: Uhm. uh hopefully in your your area uh no power lines were damaged because if it doesn't um it really could affect your connection with your roads. Speaker 2: Uhm. [silence] Uhm. [silence] Speaker 1: That means uh the child node wasn't successfully added because your parent node is still blinking red. It means it didn't get any or internet connection from the modem.
23:00
Speaker 1
What, because it seems like we've done quite a bit of trouble-shooting on these today. You know, because my, my, my router, my modem is completely setting up properly and everything. but it's still not like getting internet. I'm I'm going to have to let me try and go the other way and go to my internet provider and see if there's something going on that I don't know about. Normally they send me outage reports and stuff like that. But they haven't sent me anything. And when I went to their website, it said that everything was fine, which that's not the case. So For right now. Yeah.
24:00
Speaker 2
Yes. Mm-hmm. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. A lot of our customers is really calling for the storm issue and they were not able to connect. Maybe their area was damaged by the storm. Uh, to verify that there is really an internet coming from your pack, uh, uh, I mean from your internet provider, you can
24:00
Speaker 1
Mm- Hmm . Modem. Gotcha. got. Diaries. Okay. Thank you so much. I appreciate your help. Okay. Thank you so much. Bye bye.
25:00
Speaker 2
can, can I actually use a computer, a desktop computer to connect directly to your Xfinity box? Internet box? Yeah, modem. So that you can verify that there is really an internet coming from your modem box. Because it could be that your internet provider say their line is good, but they're not, there's no internet supplying on the modem. Okay? Then call us back again, eh? Alright. You're welcome. Thank you also for calling Linksys, Jonathan, and you can always call us back again for assistance, okay? You're welcome. Thank you and goodbye.
25:00