V2 Rubric Detail — 622a14e0-7bba-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:19
Duration
15m 42s
Contact
Erin Rumore
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136544
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall61.4% (+13.4)

V2 Grader Summary

The agent correctly identified the need for ISP modem activation (R3 Met) but failed to perform the mandatory direct modem test required by KB documentation (R2 Not Met, T1 Not Met, T2 Not Met), resulting in an unresolved issue. Communication, ownership, and escalation judgment were strong, but incomplete technical diagnostics left the customer without a resolved outcome. The call ended with a planned callback after 30 minutes, but no resolution was confirmed during the interaction.

V1 Case Analysis

Customer reports MX6200 parent node solid red, no internet after new modem install. Agent reset node, performed password reset via recovery key, confirmed 1 Gbps WAN link but no IP. Skipped direct modem test per KB. Concluded modem may need ISP activation; scheduled callback in 30 minutes.

Troubleshooting Steps
  • Confirmed modem has one Ethernet port and cable is connected to router's Internet (yellow) port.
  • Performed factory reset of parent node (hold reset until solid blue).
  • Guided customer to power-cycle the modem.
  • Assisted with router admin password reset using recovery key via local UI.
  • Accessed router dashboard and confirmed WAN port link speed is 1 Gbps but no IP address assigned.
Key Observations
  • Agent skipped Step 1 of the universal ISP/modem diagnostics (testing connection directly at the modem), a critical protocol and accuracy failure that undermines diagnostic validity.
  • Agent correctly used the recovery key to reset the router admin password, demonstrating accurate knowledge of universal_password_login.md.
  • Agent identified the likely need for ISP modem activation, providing a reasonable next step, but failed to validate it with proper testing.
  • No attempt was made to verify if the modem is in bridge mode or if DHCP is enabled, both key checks per KB for 'Router shows Disconnected WAN'.
  • Agent maintained a polite and structured tone, setting a clear callback, which supports communication effectiveness.
Positive Highlights
  • Correctly guided the customer through the router admin password reset using the recovery key (transcript [10:00]), following universal_password_login.md.
  • Provided the correct local admin URL (192.168.1.1) and appropriately addressed the browser security warning (transcript [07:00]-[08:00]).
  • Accurately interpreted the router dashboard: recognized that a 1 Gbps WAN link indicates physical connectivity but no IP means upstream issue (transcript [12:00]).
  • Maintained a professional and empathetic tone throughout, acknowledged customer frustration, and set a clear follow-up callback (transcript [14:00]).
  • Correctly identified that the modem may need ISP activation, aligning with common post-replacement scenarios.
Agent Errors / Gaps
  • Skipped Step 1 of the universal ISP/modem diagnostics: did not instruct customer to test internet directly at the modem with a wired device, which is required to isolate ISP vs. router issues (contradicts universal_isp_modem_diagnostics.md).
  • Failed to verify if the modem is in bridge mode or if DHCP is disabled, which are primary causes of 'Router shows Disconnected WAN' per universal_isp_modem_diagnostics.md.
  • Did not check for ISP-specific requirements like PPPoE or VLAN tagging, which may be needed post-modem replacement per universal_isp_modem_diagnostics.md.
  • Incorrectly stated that newer Linksys routers automatically clone MAC addresses (transcript [04:00]); while some models do, this is not universal and should not be assumed without verification, especially when troubleshooting WAN issues.
  • Did not confirm whether the router obtained a public IP address or was stuck in APIPA range (e.g., 169.254.x.x), a basic diagnostic step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded troubleshooting was 'exhausted' and promised a callback in 30 minutes, but no resolution was achieved or confirmed during the call.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped the critical Step 1 from universal_isp_modem_diagnostics.md: testing directly at the modem with a wired device. No speed test or direct connectivity check was performed, leaving ISP/modem status unverified.
R3 Met Correct resolution path conf 93%
Agent correctly identified ISP activation as the likely root cause and advised contacting the ISP rather than issuing an RMA or dismissing the customer, aligning with best-effort support principles.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to follow the logical diagnostic sequence: did not isolate the ISP/modem by direct testing, skipped WAN IP verification, and jumped to ISP activation theory without ruling out local issues first.
T2 Not Met Appropriate tools / resources used conf 92%
The KB explicitly requires a direct modem test (universal_isp_modem_diagnostics.md Step 1), which the agent explicitly stated they would 'skip' despite the scenario requiring it to verify the modem's functionality.
T3 Met No misinformation conf 96%
Instructions for reset procedure, recovery key use, and MAC cloning context were factually correct and consistent with KB articles including universal_factory_reset.md and universal_password_login.md.
Communication
C1 Met Clear & professional language conf 95%
Agent framed the interaction, maintained control throughout, provided clear transitions between steps, and managed the callback commitment without losing direction.
C2 Met Confirmed understanding conf 94%
Agent adapted language for non-technical user, confirmed device limitations (iPad), and adjusted instructions accordingly (e.g., using myrouter.local alternative).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to a follow-up callback, demonstrating accountability.
O2 Met Proactive follow-through conf 96%
Agent set a specific next step (call back in 30 minutes), explained the reason (to verify ISP activation), and provided a contact number for continuity.
O3 Met Closure confirmation conf 95%
Agent referenced prior ticket details ('according to the ticket, you got a new modem') and did not re-ask already-documented information.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Agent made a sound judgment not to escalate internally, recognizing the issue lies with ISP activation — a valid L1 resolution path per KB guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; the agent correctly determined ISP contact was the appropriate next step.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but showed minimal empathy; did not explicitly acknowledge customer frustration over preventable setup failure or repeated effort.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, repeated instructions when needed, and confirmed understanding at key points (e.g., LED status, recovery key entry).
X3 Partially Met Overall experience conf 85%
Agent avoided repetition of known facts but required customer to perform manual reset and await callback, adding effort that could have been reduced with remote tools or clearer self-help guidance.
Call Transcript30 turns · 31 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. [silence] Hi, Aaron, this is Paul O Formation, Linksys Customer Service team level two, and this call is recorded for quality assurance purposes. [silence] Hello, sir. [silence] Oh hi, um, Aaron, um, Aaron, I'm calling about your MX 6200. Is this the best time for us to work with the device? [silence] I see. Now, before we begin, um, I just wanna ask a couple of uh uh questions. Now, uh, according to the ticket, uh, you got a new modem, ma'am, right? [silence] I see. Now, um, uh, just a quick check, okay? The modem that you got, um, it has only one ethernet port. Or does it have two? I see. And secondly, one, just one. I see. Right now, the parent node is
00:00
Speaker 2
hello hi yes yes correct one one
00:00
Speaker 1
connected to that port. I see. And then the other end of that cable goes to the router, and it labeled their internet port, the yellow line. Okay. Currently, the Pear node, what's the color of the LED status? Is it purple, is it red? It has been red. Okay. Now, um, secondly, um, the Pear node, is it plugged into a main power outlet or power strip? The main one. A main one. Okay. All right. Now, uh, we're kinda be doing, uh, a little bit the same what the level one did. However, um, yeah, one of the, uh, requirements to, um, make This router will work to a plain modem which is from your provider as a Mac address cloning. Okay. But I'll explain that one later. So, here's what we're going to do. Uh we're going to reset the Parrot node, okay? So I'm going to give you the instruction first before uh we apply it. You're going to press and hold the reset button at the bottom and the LED status will start to flicker. I I know you've seen this earlier. Uh flicker, flicker and it will be off like maybe 15 to 20 seconds. And when you see the solid blue, that's the time that you're going to let go of the reset button. Once you see the the the solid blue, unplug and replug the power adapter of the modem. Okay? So, uh let's do that, ma'am. It's off, I guess.
01:00
Speaker 2
Yeah, okay, it's not blue yet.
02:00
Speaker 1
It's going to be off, and then it will show you the solid blue. And then, um, once you see that, unplug and replug the power cord of the modem. Modem, not router, yes. All right. Now, uh, we're going to wait. Okay, for maybe a 2 or 3 minutes. And, uh, to let them reboot. Now, um, uh, I'm sure we have a computer that we can use, right? Is that a Windows 10? Uh, 11 or it's Mac. Oh, okay. Okay. [silence] Haha.
03:00
Speaker 2
of the modem, not the router. Okay. All right. Unplugged, plugged back in. I have just an iPad. My Mac just stopped working like two days ago. Um and I don't have a regular computer. Yeah. So we were using the iPad. I don't know if if I can't do it without a computer.
03:00
Speaker 1
Yeah. Uh yeah. Uh I want to discuss that with you, okay? Because um the links, router. Uh unlike the old links router, okay? The old ones, the new generations. We can uh put the MAC address to the interface. With the new generations of a links router, you don't have to do that. Cuz the moment it connects to a modem, it will just pick it up. Now, um if we can't um do that, um that feature doesn't work for some reason, we have to manually uh enter the MAC address and it requires a computer that that has an ethernet port. Which we can use the MAC address. Okay, so, anyway, I will, um, anyway. So right now the parent node is uh still blinking blue, I guess?
04:00
Speaker 2
Yes. I don't have. Yes it's blinking blue, and the modem is also blinking blue.
04:00
Speaker 1
Oh yeah, good thing you made a mention about the modem now Sounds this is a new modem, uh, have you activated this one, ma'am, as far as I know with modems to activate that one, you need to call your provider, give them a Mac address and that's how it's activated you, uh, run into that? Mhm, I see. Not that, okay. Yeah, act that. Yes, it could be and, um, yeah, we'll, we'll check that one, okay? I cause, um, uh, let's see what happens and what is strange if you don't remember doing the activation from the modem, uh, the reason why we have to proceed is because the label, one tech, uh, take no.
05:00
Speaker 2
No, I did not do that. Oh, for the love of... So they just sent me something and they said a quick install, follow the steps on the pictures, which I did. But not to like register or activate it? You mean this, this could all be avoided if it's activated? Okay.
05:00
Speaker 1
The IP address that you've got from diagnostics. Now, if this is not activated, that IP address should not show up, okay? So, I'm thinking also it has been activated, okay? But, anyway, uh, let's check and see. Okay, Solid Blue. Okay, we're going to go to, to your, uh, you said iPad, right? Okay. Okay, so, right now, let's check first, where is it connected. So, we're going to go to the settings, go to Wi-Fi. You should be seeing a name there that says Velop Setup, something like that. Okay. Uh, let's join to it.
06:00
Speaker 2
Okay. Everything solid blue. Yes, where do I put it? Oh here it is. Yes, I've had. Yes. All right.
06:00
Speaker 1
You're connected, right? And then we're going to open up a browser. And then I'm sure that it says in the documentation, uh, go to the address bar. And type this, um, numbers. It's going to be 192. dot Okay. Dot, uh, I'm sorry, let me start over. It's 192. 168. 1. 1. Thank you.
07:00
Speaker 2
Okay. Yes. Okay. Mm-hmm. 192. Yep. Okay, go. [silence] Is that? [silence] Yes. 192. Yep. Okay, go. [silence] Is that? [silence]
07:00
Speaker 1
Do you have there? The two cell phones are it's um asking you to proceed with the uh uh when you go to that let's say the other way uh go with my router.local uh that screen um enter ISP settings okay
08:00
Speaker 2
Its says that the the website make sure you want to visit this website the connection isn't private. I I click visit but it's not taking me there. [silence] Oh. Oh Oh wait no I I just got on so it says no internet connection but restart your modem enter ISB settings or log into router.
08:00
Speaker 1
... **isn't suppose to do that. Can we try the other way? It's an option. Okay. Okay? Let's go there. Let's log into router. Hmm... Alright, let me ask you that one first. Uh, is it a white screen right now or it gave you like, ah, Access Vehicle or Access router.**
09:00
Speaker 2
Okay. Freeze. Well, it's just an option. It says I can. Yeah. So then it says log in to router at the bottom. Do I do that one? Okay. I Okay. Router password. Now is this the one that I made up before when I talked to the other guy? Is it admin or is it the one on the bottom of the router? Yeah. It just says log in with your router password. It says internet connection is down. You must have an internet connection to log in. And then it says access router just asks for router password. [silence]
09:00
Speaker 1
Uh, let's try this one first. Uh, by the way, uh, do you have an option there on the lower right like reset password or nothing like that? There is, okay. Uh, okay. I'm I'm seeing the picture now why you're looking at. Uh, let's go with reset password. Now, it's going to ask you for a recovery key. Yes. Now, the recovery key is the one underneath the router. Okay. Now, it's going to ask you to create a router password. Mhm.
10:00
Speaker 2
to sign in. [silence] Yes. I do. Yes it says reset password. Okay. Recovery key. All right. [silence] Yes I see it right here. 0 7 3 7 8 summit. Okay. [silence] I'll do that right now.
10:00
Speaker 1
Mm-hmm. Okay, now you're on the uh web interface right now. If you look at on top, there's a symbol for a globe and then uh a laptop. Do we have two checkbox right there or is this one? This one. Okay. Now, um let's go to troubleshooting. Now under uh troubleshooting, you have three tabs right there, uh status is on the left hand side. Um below the word status, there's the word repair.
11:00
Speaker 2
Okay, reset. So now I'm on the screen. Yes. Just one. There's a check mark between the laptop and the router, but not between the router and the internet. Okay. Yeah. Uh.
11:00
Speaker 1
report now I'd like you to scroll down the page at the bottom. and then you have their uh ports. Okay now um the uh X mark, which is under internet right now. Is it under 10 slash 100 or 1 GB P S? Okay. Now the reason I want to show you this is because uh we verified earlier. The cable, the Ethernet cable is connected to the yellow port at the back of the router. Uh that means that's working. If you don't see an X mark right there, that port uh is busted. So therefore that's good. Okay. Now this is where we go to the next uh um, page. Uh from the top, you have their status and you have also diagnostics.
12:00
Speaker 2
Got it. Mm-hmm. Correct. 1GBps. Mm-hmm. Okay. Okay.
12:00
Speaker 1
Okay, now, um, under, um, uh, under diagnostics, I know you've seen this screen. On the lower right, you have the IPv4. [silence] What's the numbers there? All right. Now, um, that's great because that's what I have in the, the, um, the, uh, summary. Okay. Now, um, this is where we, um, and by the way, the firmware is up to date. So, um, Aaron, uh, is it possible that we can conference the call to your internet service provider? Um, uh, because I want, I, I will be asking them a couple of questions. One of which is, was this modem already activated? Okay. Uh, if it's not, [silence]
13:00
Speaker 2
Yep. Mm-hmm. Yes. Did you get it? Yes. Did you get that? Yes. Okay.
13:00
Speaker 1
It needs to be activated with them and then um because the reason why I'm um doing this because pretty much the troubleshooting has been exhausted. Okay, so um We'll check it together, okay? Uh, um, you're gonna place me on hold or how do you conference this? Or you want to talk to them directly and ask that question like, um was this activated? Uh, how about this? Uh, how about this, uh, uh, can I call you back after 30 minutes? Uh, okay. All right. So call you back in 30 minutes and usually, okay? I'm not sure if you're gonna be able to get it back on but please let me know in 30 minutes cause I'm gonna call you. Okay. Okay, thank you. Bye now.
14:00
Speaker 2
yeah so it might just be that I didn't I skip the steps. yeah I could do that. Um is there a number um that I can like call you guys back on if it doesn't work again or just the same troubleshooting number. Yes, that's perfect. Oh, thank you.
14:00
Speaker 1
A trained for modems they usually ask for a Mac address from the modem, you will give it to them. Register that one and activate it. Now, there is a missing piece of the puzzle to verify that which uh we know that already. To verify your modem is working and that is to wire a computer directly to it once it's activated. But um we're gonna skip that. Okay? Call you back in 30 minutes Aaron, okay? All right. You have a great day man. Bye now.
15:00
Speaker 2
Yeah. Okay. Yeah. Yeah. Thank you so much. Yeah. Bye.
15:00