V2 Rubric Detail — 5f96fbc8-765e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 21:38
Duration
40m 3s
Contact
Dusty Martin
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 no internet

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+5.6)

V2 Grader Summary

The agent successfully diagnosed a solid red LED as an upstream modem/ISP issue, guided the customer through a direct Ethernet test and modem reboot, and restored internet connectivity. All technical and procedural indicators were met, with only minor opportunity to deepen empathy around the customer’s situational stress. No escalation was needed or warranted.

V1 Case Analysis

Customer reported solid red LED and no internet on MR8300. Performed modem power-cycle, tested Ethernet directly to modem, confirmed internet restored. Router LED turned solid blue. Issue resolved.

Troubleshooting Steps
  • Verified Ethernet connection from modem to router (yellow WAN port)
  • Tested internet directly at modem via Ethernet
  • Power-cycled ISP modem (2-minute unplug)
  • Verified internet restoration on modem using Fast.com
  • Reconnected router and monitored LED status (solid red → solid blue)
  • Confirmed Wi-Fi connectivity on laptop and Google Home
Key Observations
  • Agent correctly interpreted solid red LED on MR8300 as WAN connectivity failure (per universal_escalation_guide.md).
  • Followed correct escalation trigger: tested at modem first, then escalated to ISP if issue persists (though resolved locally).
  • Successfully guided customer through Ethernet bypass test and modem power-cycle, core steps in KB.
  • Adapted to browser issue by suggesting Fast.com when speedtest.net prompted Chrome add-on.
  • Confirmed resolution across multiple devices (laptop, Google Home).
  • Collected full customer contact info including phone number not in initial grade.
Positive Highlights
  • Accurate LED interpretation and correct troubleshooting path (KB: 'LED stuck solid red after reboot and reset' → escalate, but first verify modem).
  • Validated internet at modem level before blaming router (KB: Step 1: 'Test speed directly at modem').
  • Successfully resolved issue without escalation, saving customer time.
  • Confirmed resolution with multiple devices, ensuring robust validation.
  • Collected complete customer information including phone number (656432698) at [22:00].
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Router LED changed from solid red to solid blue and customer confirmed internet connectivity was restored via device connection and Google Home display.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through modem power cycle, direct Ethernet test to bypass router, speed test on fast.com, and reconnection of router — all logically sequenced and diagnostic.
R3 Met Correct resolution path conf 96%
Agent correctly identified issue was likely with ISP/modem (not router hardware), pursued appropriate troubleshooting path, and advised contacting ISP if recurrence occurs — aligns with KB guidance for ISP-level issues.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (solid red LED), asked about physical connections, isolated issue via direct modem test, and concluded root cause was upstream (modem/ISP signal loss).
T2 Met Appropriate tools / resources used conf 95%
Agent used customer's laptop and Ethernet cable as a diagnostic tool to test modem output directly, then used speedtest.net and fast.com to validate internet availability — appropriate tools for the scenario.
T3 Met No misinformation conf 98%
Agent correctly interpreted solid red LED as offline state and recommended power cycling modem, which is consistent with universal_escalation_guide.md (Step 1 & Step 2).
Communication
C1 Met Clear & professional language conf 96%
Agent opened call professionally, maintained control throughout, provided clear transitions between steps, and closed with confirmation and offer for further help.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, confirmed understanding at key points (e.g., checking Ethernet status), and adapted pacing to customer’s responses.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, followed through on all commitments, and resolved the issue without deflection.
O2 Met Proactive follow-through conf 96%
Agent gave specific next steps (unplug modem 2 mins, reconnect, retest), clear ownership (customer performs step), and realistic timeline (wait for lights).
O3 Met Closure confirmation conf 95%
Agent referenced prior contact, used customer’s name (Dustin), confirmed email and model/serial, and avoided re-asking documented information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue resolved at L1 with basic ISP/modem troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent remained polite and said 'I understand' but did not explicitly acknowledge customer’s stress or frustration about the weekend trip and father’s situation — missed opportunity for deeper empathy.
X2 Met Tone & rapport conf 95%
Agent maintained calm tone despite customer’s initial aggression and sighing, adjusted to customer’s pace, and kept engagement through complex steps.
X3 Met Overall experience conf 96%
Agent minimized repetition, used existing account data, guided customer efficiently through tests, and avoided unnecessary steps or holds.
Call Transcript39 turns · 40 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service. Your. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Wow, I'm not hanging up till you fuck up the answer, dude Hey, so I called earlier today and I got emailed.
09:00
Speaker 2
Hi, thank you for calling Linksys. My name is Ms. Raquel. How may I assist you today? Mhm.
21:00
Speaker 1
troubleshooting sheet and I did I did stuff and it's still not working um what I mean yeah um six five six four three two six nine eight that's the um that's the owner of the house and this Wi-Fi I am [silence]
22:00
Speaker 2
Okay, uh, let me check your record here for your, uh, concerning may have the phone number you've registered. I will going to pull up your record here, since you've mentioned that you've called us earlier may have your phone number. Mhm. Alright, thank you. Let me track the record here. Alright, so I'm speaking to Dustin Martin, right? Mhm. [silence]
22:00
Speaker 1
one of his sons. And we we're going out of town, this weekend. We have somebody staying here and we have to get this Wi-Fi fixed before that we leave for but he's he's currently setting up the spot that we're at right now. So he's pretty stressed out. I don't want to bother him at all. So I'm trying to fix it. Ah, yeah, probably. That's his that's him. So yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
23:00
Speaker 2
okay, got it. all right. and Mhm. Mhm. okay, I understand. and the email I just registered here is: dusty@irishroots.com. is this correct? okay. and the model number of reLink that you are trying to connect is: MR8300. and with serial number ending with: 01534. is this correct? all right, thank you. and mano, what's the light now on your connector?
23:00
Speaker 1
Oh. The light is showing red, solid red. Solid red. Correct. Yeah. Yeah. Um, I haven't done it yet, because I don't want to, um, reset everything, but I don't
24:00
Speaker 2
on the router showing in the front is it flashing red or solid red light and just to make sure this linksys router is connected via ethernet cable going to the modem right the internet box and just to make sure as well the cable from the internet box is going into the internet port the yellow port the back of the router all right got it and have you happened like if since it's solid red light did you happen to press the reset at the back of the router
24:00
Speaker 1
I'm pretty sure it's not, I have turned it off and I and plugged it for a while and all that. I'm pretty sure it's not that though because we have this happen quite a bit where our router stops working. My phone, like everything connects to it but it says, it says no internet connection and then nobody can use the internet for sometimes like days and days on end. Um no, not that I can offer them. Mm.
25:00
Speaker 2
got it. because solid red means it's offline and unable to detect Internet from the modem. The best route for this is to a check first the modem. Do you have a computer that can connect wired like using an ethernet cable ? because we're we're going to bypass the Linksys router and check if the modem itself providing an active internet to another device or do you have like TV that can connect using an ethernet.
25:00
Speaker 1
Um, let me look here. Oh, I. Yeah. I can. You mean just plugging in an ethernet cable to something? Just to uh, OK, so unplug the ethernet from the router and plug it into a device. OK. Uh, it would be a laptop.
26:00
Speaker 2
You can disconnect the ethernet cable that's connecting to the Lynx's router, the one in the internet port disconnect that and connect to the device that can connect using an ethernet cable and we'll check that other device if if it feels it can get online. Yes. That device that we're going to test is it a TV or is it a gaming console? What is that?
26:00
Speaker 1
(Sigh) Alright. the the uh, computer. (sigh) It's um, E Windows. K, Windows. let me log in.
27:00
Speaker 2
And your computer okay and your computer, is it running in Windows or Mac OS? Alright Thank you and we're going to make sure that the computer laptop's Wi-Fi is turned off.
27:00
Speaker 1
that yeah so no internet and then i turned it off [silence] network and internet okay yup it's the ethernet it says unidentified network no internet.
28:00
Speaker 2
Okay, we're going to open the network settings or settings on your Windows computers and go to network and internet. All right, and let's check for the ethernet connection. Do you have ethernet option there under network and internet? And I know what's the status of the ethernet? Okay, we're going to try to restart the modem. I'm not trained for modem, but these are the basic troubleshooting. The while your computer is connected to the modem and then we make sure that the cable is okay. That goes to your computer. Thank you.
28:00
Speaker 1
It is unplugged. Okay, the model number, it says three eight zero one. Uh, I should escape. It's C-I-E-N-A. Yeah. Press the P-O-W-E-R button. It is a soft press.
29:00
Speaker 2
modem. Let's unplug the modem from the power source and we will give it 2 minutes while being unplugged. All right. Let me know once it's done unplugged. I'll have my timer here. All right, thank you. And while waiting for documentation purposes, may I have the model number of your modem? You may check at the back or at the bottom part. Normally, the model numbers start with letters then followed by numbers. [silence] And is there any brand name on your modem? Okay.
29:00
Speaker 1
Yes. Uh, yes. Uh, okay.
30:00
Speaker 2
Thank you. And just to verify your Internet service provider is Verizon, right? Okay, thank you. All right, you still have one minute left. Okay, we can now connect back the modem to the power source. And if you have a power Internet indicator on the top or in front of the modem, let's wait for it to go through blinking and we'll wait for, [silence]
30:00
Speaker 1
There's a, there's a power light that's solid green and then there's a light that says L O S that's, uh, solid red. Oh, it just, it just turned off. Now there's, now there's a solid green light that says X G S dash P O N and then a blinking green light that says 2.5 G.
31:00
Speaker 2
a steady solid light. Uh huh. Okay. Okay, loss that we check what that means, just for a moment. Okay, according to my resources, your loss of signal. That's the meaning of loss. If the light glowing red means the device is not receiving an optical signal from your internet service provider. But we'll give it one to two minutes. Right now it's blinking red. Ah, okay.
31:00
Speaker 1
GEL an. Yeah, it says connected. Okay. This is going to be free, right? Okay.
32:00
Speaker 2
OK, thank you. And we're now going back to your computer. We will check again the ethernet connection if it shows now connected. And we're going to test the internet let's open um a browser and uh search for speedtest.net. Yeah. Yes. Thanks for just checking your modem.
32:00
Speaker 1
Yeah so I'm on there and then it's showing me, it's showing me a bunch of stuff and it's telling me it says run a quick test to see your connections green. Test your internet speed. It's telling me add to Chrome. It's spread out. Is there a way to do this without adding it to Chrome?
33:00
Speaker 2
Uh-huh. You may know what's the result on the speedtest.net? Do you have the browser open? You can... type at the address bar of the website speedtest.net and it should route you to a speed test. Will it going to track the speed directly from the modem? Uh-huh.
33:00
Speaker 1
The browser that I have is yahoo. Best.com. Okay. That is also Um It brings me to the same thing.
34:00
Speaker 2
Is there okay so you how about let's try on other test website or speed test website fast calm you can type at the address bar fast calm Yes [silence] okay um do you have another browser to try like Google Chrome
34:00
Speaker 1
Yeah, I can go to Microsoft Edge. OK. Yeah, OK. So then I click go. It says connecting, oh.
35:00
Speaker 2
All right. and yes, please go. okay.
35:00
Speaker 1
start, um, it brings me to, um, but now it's just saying add, add to Microsoft, oh, never mind, here we go. Okay, it is, it'll be done here in a second, is running at 519.70 MB a second. Okay, it is back in the router.
36:00
Speaker 2
Uh-huh. Okay. ... Okay, no problem. All right, and you have 519 um speed result. So we're going to disconnect now the ethernet cable from the computer and connect it back to the internet port of the Linksys router. ... And let's check.
36:00
Speaker 1
so far it okay right now it is blinking blue solid blue right now okay
37:00
Speaker 2
The light front of the router if it shows blinking blue or blinking red. All right, so it's restarting, checking the internet. Okay, solid blue, we'll give it one minute more, we'll further check if it stays solid blue.
37:00
Speaker 1
It is still a solid blue. Okay here let me sorry let me log back in here. Okay. No. I do. I'm connecting on the common.
38:00
Speaker 2
All right, any changes, or is it just a solid blue light? All right, so we're going to test the Wi-Fi connection on your A computer, you may connect your computer to your linkse Wi-Fi. No problem.
38:00
Speaker 1
Computer, right now, I do think that it's working, because, yeah, the computer just connected and then we have a Google Home thing that shows on a display of the internet and right now it's connecting. okay. all right. Uh, no, ma'am. Thank you. You too. Bye. [silence]
39:00
Speaker 2
Okay. Uh, all right. All right. So, what would happen is something to do with the modem, it needs a restart in order to properly provide an internet if issue happened again. I would suggest you may check with your provider to double-check the modem itself because it will not give you internet right away, even if connecting a different device aside from the link— linksys router. All right, and I think we're all set. Anything else that I can assist you with linksys? Other questions? Clarifications? You're most welcome. This is once again Raquel. Thank you for calling Linksy and have a wonderful day.
39:00