V2 Rubric Detail — 606c8b64-6455-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:48
Duration
28m 36s
Contact
James Long
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132864
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided meaningful troubleshooting and prematurely dismissed the issue without resolution, constituting avoidance/evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to conduct essential diagnostics, dismissed a persistent connectivity issue without justification, and provided no resolution path. Despite correct identification of Wi-Fi standard, the lack of troubleshooting, escalation, empathy, and ownership results in an unresolved case and a critical failure due to avoidance.

V1 Case Analysis

Customer reports intermittent internet loss; nodes show solid blue. No WAN troubleshooting performed; customer awaiting new modem from ISP.

Troubleshooting Steps
  • Asked about node LED color/status
  • Confirmed nodes were solid blue
  • Inquired whether Wi‑Fi SSID was visible
Key Observations
  • Agent never verified WAN connection (cable, WAN LED, router admin status).
  • No model/serial number or warranty status was collected despite asking.
  • Agent concluded there was no problem with the mesh nodes without confirming internet status on the router.
  • Customer was left with only the plan to replace the ISP modem, no actionable steps from Linksys.
Positive Highlights
  • Agent asked about node LED status and confirmed they were solid blue.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to perform basic WAN troubleshooting (check modem‑router cable, WAN LED, admin page).
  • Did not capture or confirm product serial number or warranty status.
  • Provided no concrete resolution or next‑step beyond waiting for ISP modem.
  • Prematurely declared the mesh system fine without verifying internet connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded there was no issue with the Linksys nodes without resolving the intermittent internet loss; no fix, escalation, or limitation explanation provided.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about LED color and Wi-Fi visibility; skipped essential steps like modem-WAN test, power cycling sequence, or checking firmware.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the issue as not being with Linksys despite customer reporting recurring outages over two months, failing to pursue appropriate troubleshooting or escalation path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Did not identify root cause; failed to ask about WAN status, PPPoE, or perform a direct modem speed test to isolate ISP vs. router issue.
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools such as remote admin access, speed test, or firmware check, even though these were clearly needed for intermittent connectivity.
T3 Met No misinformation conf 99%
Correctly identified MX5500 as Wi-Fi 6 device; no technical inaccuracies in information provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Collected basic info but failed to set expectations, summarize findings, or guide the call toward resolution; lost control by allowing aimless dialogue.
C2 Partially Met Confirmed understanding conf 87%
Used simple language but did not confirm understanding or adapt to customer’s fragmented, frustrated communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took no ownership, made no commitments, and closed the case without follow-up despite ongoing issues.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan given; customer left without direction.
O3 Not Applicable Closure confirmation conf 91%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Repeated outages over two months with resets required constitutes a warranted escalation; agent failed to escalate or even suggest it.
E2 Not Met Escalation prep & handoff conf 93%
No escalation occurred, so execution cannot be considered adequate.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer frustration over recurring outages; no empathetic statements offered.
X2 Not Met Tone & rapport conf 95%
Agent maintained a detached, transactional tone and did not adjust pace or engagement to match customer’s emotional state.
X3 Not Met Overall experience conf 94%
Customer repeated information (e.g., device count, reset attempts); agent re-asked model/serial despite having it in transcript.
Call Transcript13 turns · 18 lines
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 may be available. Please have your device's 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
I was told they were ordering us a new photograph. They said it might be the router, but you see some discrepancy, but I've had to reset it a few times. [silence] I was trying to, I'm calling the router people, and I'm trying to see if they can get that. [silence] Okay, I should be done soon, hopefully. [silence] well there are line our routers online Yes, it's fine. I believe so. All right. Yeah, it's James long, L-O-N-G. JPL 102 at MSN dot com. 323, 683. 7414. I have a router with two child nodes, so three devices, three.
05:00
Speaker 2
Thank you for calling Linksist. My name is Mel. Is this your first time calling? I may have your first and last name, please. May I have your complete email? And your current phone number? And how many Linksist devices do you have? So this is a mesh system? Okay. So three nodes for a mesh system. And may I have the serial number of the node that you connect to your internet provider? What is the model number? It's still on the sticker label at the bottom.
21:00
Speaker 1
There's a reset on, uh, WPS. I think it's model number is MX 5500. Spectrum, well, they, they, um, I, we've been having our Internet go down and reconnect. And then the router, the modem shows that it's online, but then it says there's no Internet, and I have to reset the systems. And I've reset them both, and I'm not sure if I have any problems with the mesh router or the modem. Spectrum's going to send me a new modem here in about two, three days. So I was just wondering if there was any way you could test or see if there's an issue with it. [silence] and then the routers, so [silence]
23:00
Speaker 2
I'll be converting to
23:00
Speaker 1
Well, right now they're blue. They're blue, solid blue. But it was blue. It's solid blue. No, it's blue, blue. I'm checking all three. The main ones blue. The first node is blue. I'm checking the last node right now. I think they're blue. I think they've been solid blue. No, it was I don't I didn't check it when they reset my thing. I wasn't I wasn't looking at the those uh nothing. I haven't touched it, nothing. I just uh they he just recommends. He he says,
24:00
Speaker 2
but when the problem started, did you observe what is the light color at the top of the Linksys node? What's light color? Hmm. Okay. They're currently solid blue. Um, even the the issue has started? It says solid blue. So the light color didn't change at all? Even after you have restarted it. What have you done so far with your Linksys node before you called us? Okay.
24:00
Speaker 1
by modem appears to be fine whenever there's um some of the outages and the resets, we had a power outage um a scheduled SD shut our power off for eight hours the other day about a week ago, six days ago. Um, it's you know, and we started to go out like uh I would say it's been like for the last two months. Uh I would get yeah, I is like I had no internet connection for my Netflix, you know, and I'd have to reset the router and and and the modem and you know, like my whole system, I'd have to reset it to get it to work. Uh I usually unplug it. Uh I usually just unplug it. I unplug it for 30 seconds and then we plug it in.
25:00
Speaker 2
Okay, and from that day it took time for the connection to recover. How did you perform the reset? You said you haven't touched it, so how do you perform the reset? Okay, [silence].
25:00
Speaker 1
there was no I I did not I don't I don't believe it was given me a I'm it's not doing it right now so I I'm not seeing that but but uh I'm seeing the wife my name on the computer I'm not on my Netflix and that's why I'm just saying I use the Netflix as a an example of problems it's not something that's a problem right now okay so I was just trying right okay yeah okay okay all right.
26:00
Speaker 2
Example for Netflix it says no Internet connection. Did you check if they still see the Wi fi name? Now, did you check if the Wi fi name is still there? Or are they still seeing it, but does it say no internet access? They're not seeing the Wi fi name you use for your Linksys. Okay. Okay. So confirm that the Wi fi name is visible. They checked your computer. We can also see that the device is online. I think there's not a problem with your Linksys mesh nodes, James.
26:00
Speaker 1
Okay. Okay. Okay. Okay. Got you. I haven't heard of it. All right, all right. Okay. Gotcha. All right. Well, I'm getting a new modem, so I'll reset that. I'll get that set up and hopefully that takes care of it. I may, I don't know. I'm not sure what's going on. But there are new, there are new upgrades. The 5500 what Wi-Fi, is that a Wi-Fi 5 or Wi-Fi 4? Or I know they're. [silence] But up to seven, no. Six, okay. Yeah, that is seven. Six, okay. All right. Yeah, I don't... Okay, they're not that old. They're good. They they've worked well. I don't know why we're having some of these problems, but uh I just wanted to call you because I've been dealing with the other um with the inter... the service provider. So, thank you so much. I'll uh I'll keep watching it if it goes down. I'll I'll I'll call. Thanks. Alright. Bye-bye. [silence]
27:00
Speaker 2
it's on Wi-Fi six. Yeah, there's a 7 now. This one is 6. Yes. Uh, sure. Yes, no worries. You're welcome. Thank you for your time. Okay. All right. Bye-bye.
28:00