V2 Rubric Detail — 6371c130-7cbf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 00:28
Duration
9m 23s
Contact
Sonia Nuesse
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136542
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication1.25/5
Ownership1.07/5
Escalation0.00/5
Customer Exp2.50/5
Overall28.8% (-17.2)

V2 Grader Summary

The agent performed only a basic power cycle without further troubleshooting, tool use, or escalation despite a persistent red-light issue and prior ticket. No resolution was achieved, ownership was incomplete, and communication lacked clarity and empathy, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports MX-2500 router red light and no internet. Agent asked to power off mother node and modem; no resolution achieved.

Troubleshooting Steps
  • Asked customer to turn off the mother (primary) node
  • Asked customer to turn off the Spectrum modem
Key Observations
  • Agent never collected the router serial number or confirmed warranty status.
  • No structured troubleshooting flow (e.g., power-cycle, LED interpretation, WAN check) was followed.
  • Instructions were vague and repeated, causing potential confusion for the customer.
  • No empathy statements or clear recap of next steps were provided.
Positive Highlights
  • Agent identified the product family (MX-2500) during the call.
Agent Errors / Gaps
  • Failed to gather essential product information (model, serial, warranty).
  • Did not follow standard troubleshooting protocol for a red-light/no-internet condition.
  • Provided incomplete and unclear instructions (only asked to turn off nodes without guidance).
  • Did not confirm whether the suggested actions resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The router remained on a red light with no internet after the call; no fix was confirmed or achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated a power cycle of modem and mother node, a basic troubleshooting step, but did not perform further diagnostics like checking WAN status, firmware, or admin access.
R3 Partially Met Correct resolution path conf 80%
Agent attempted power cycling as a first step but failed to assess product status, check for firmware issues, or consider escalation despite prior ticket and unresolved state.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent acknowledged red light and no internet, verified ISP status, but did not ask targeted questions about admin login, WAN status, or firmware to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote login via myrouter.local, firmware check, or WAN status verification) were used despite being necessary for diagnosing a red-light failure per KB.
T3 Partially Met No misinformation conf 78%
Power cycling modem and router is a valid first step per KB (e.g., adjacent_smartphone_wifi.md), but agent provided no further technically accurate guidance or explanation.
Communication
C1 Not Met Clear & professional language conf 90%
Agent did not frame interaction, set expectations, or manage transitions; repeated unclear prompts like 'you want me to turn it off?' showed loss of control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple instructions but failed to confirm understanding or adapt to customer confusion, repeating phrases without clarification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent engaged and initiated action but did not take full ownership by referencing prior ticket, documenting progress, or committing to follow-up.
O2 Not Met Proactive follow-through conf 90%
Agent instructed customer to power off devices but gave no next steps, timelines, or guidance on what to do if issue persisted.
O3 Not Met Closure confirmation conf 95%
Agent ignored customer’s mention of prior ticket and repeated issue, failing to reference history or avoid re-asking questions.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent did not escalate despite persistent red-light issue, prior unresolved contact, and failed basic troubleshooting—escalation was warranted.
E2 Not Met Escalation prep & handoff conf 92%
No escalation occurred; agent provided no information about why, when, or to whom escalation might happen.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not express overt impatience but showed no empathy or acknowledgment of customer’s frustration or repeated effort.
X2 Partially Met Tone & rapport conf 78%
Agent maintained engagement but did not adjust tone or pacing despite customer confusion, missing comprehension checks.
X3 Partially Met Overall experience conf 76%
Agent avoided asking for repeated information but required customer to perform power cycling without streamlining or offering agent-side diagnostics.
Call Transcript6 turns · 8 lines
Speaker 1
Hi. My name is Sonia Nessie. Sonia Nessie. No, I have a ticket number, because I was having issues with my equipment a couple of days ago, and I called in, and the rep that I spoke with gave me a ticket number because I seem to be having issues again. I'm sorry. The issue is that
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. 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.linksys.com for more information about your product. Thank you for calling Linksys. My name is Lauren, may I know who I am speaking to? [silence] [silence] Yes, this is your first time calling us on you. Go ahead. What is the issue right now? [silence] What is the issue now?
00:00
Speaker 1
My internet is, [silence] so I went on the app, and right now I am currently trying to restart my router. I already did it once and it did not work, see like right now it's going to restarting and it goes through a blue light first, but then it goes to a red light. And so the first time I restarted it, it didn't work. It says that it's not detecting any internet. My internet is up. [silence] on, everything is fine on their end. So I'm just wondering if my Wi-Fi system, which which is not that old is starting to have issues because this is the first time I've had issues with it. And um unfortunately the last time I called a couple days ago, I accidentally pressed the reset button on the, on the router. So then the, the, the customer rep that I spoke to, she, she walked me through, you know, resetting everything all over again. whole process. I have not unplugged anything. I haven't done anything other than to try to restart it. But so far, um it's, it's not working. Uh, right now, the line for restarting is almost to the end and my router still has a red light on it. Can I, do you want the ticket number?
01:00
Speaker 2
You already called your internet. I had to take a number. All right. You already called your internet.
02:00
Speaker 1
Oh, okay. Thank you. I'm sorry? Spectrum. Yes. Can I do what? I'm sorry? You mean the router node? You want me to, you want me to turn it off? You want me to turn it off? Okay, you want me to turn the router off? Okay. I have two, I have two, I have two of the child nodes. But okay, I just, well, okay, I just turned it off.
03:00
Speaker 2
spectrum, right you already called spectrum and they said everything is good. can you turn off the mother node and Go ahead. can you turn off the mother note? your links is yes, you have two of this one. you have two of the MX-2500. Alright. yes. you have two MX-2500, the mother and the child. I need you to turn off the mother node. you have three. Can you turn off the spectrum modem as well? The modem. The modem. Can you turn off the modem?
03:00