V2 Rubric Detail — 64dda956-7023-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 23:21
Duration
5m 8s
Contact
Cedric Taylor
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00111292
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN6001_Single Device will not connect

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall61.5% (+1.4)

V2 Grader Summary

The agent initiated correct and technically accurate troubleshooting by suggesting a direct modem connection test, demonstrating ownership and appropriate technical judgment. However, the customer resolved the issue independently before completion, resulting in no agent-achieved resolution. Interaction was professional and accessible, though empathy and full call control were not fully demonstrated. No escalation was needed.

V1 Case Analysis

Customer reported no internet and red LED on router. Agent suggested bypassing router by connecting PC directly to AT&T modem. Customer resolved issue independently after power outage; no further action needed.

Troubleshooting Steps
  • Asked about LED color and reset button usage.
  • Confirmed availability of a wired computer.
  • Instructed to bypass the router by connecting a PC directly to the modem.
Key Observations
  • Agent did not collect product model or serial number.
  • Agent did not verify whether a power cycle had been performed before suggesting bypass.
  • Customer resolved the issue independently after a power interruption.
  • Technical advice (bypassing router) was consistent with KB guidance for Internet/WAN setup issues.
Positive Highlights
  • Polite and clear communication throughout the call.
  • Asked relevant diagnostic questions (LED status, reset button, Ethernet availability).
  • Provided technically accurate advice (bypassing router) consistent with KB guidance.
Agent Errors / Gaps
  • Did not collect product model or serial number despite initial script prompt.
  • Did not confirm whether a power cycle or reset had been attempted before moving to bypass step.
  • Did not acknowledge or confirm the customer's self-resolution before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer stated 'I fixed it never mind I fixed it' before agent completed troubleshooting; no resolution was achieved by the agent.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent initiated basic troubleshooting (LED check, reset button, Ethernet test) but did not complete the sequence or confirm results.
R3 Partially Met Correct resolution path conf 88%
Agent chose a valid initial path (modem bypass test) appropriate for connectivity issues, but did not adapt when customer interrupted.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and no internet as symptoms and asked relevant questions, but did not establish root cause before being cut off.
T2 Met Appropriate tools / resources used conf 95%
The suggested action (direct modem connection) is a standard and appropriate diagnostic step; no additional tools were needed.
T3 Met No misinformation conf 97%
Instruction to connect computer directly to AT&T modem is technically accurate and aligns with KB guidance for ISP issues.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent began with structured questions and gave a clear next step, but lost control when customer abruptly ended call.
C2 Met Confirmed understanding conf 93%
Agent used plain, accessible language without jargon; matched customer’s informal tone appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by initiating troubleshooting, did not transfer, and attempted resolution independently.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a specific next step (bypass router) but did not set expectations for outcome or follow-up if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was confirmed as first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the nature of the issue and early resolution by customer.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred during the interaction.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained professional but did not explicitly acknowledge customer frustration or express empathy.
X2 Met Tone & rapport conf 91%
Agent communicated clearly and at the customer’s pace; maintained engagement despite customer’s fragmented speech.
X3 Partially Met Overall experience conf 84%
Agent instructed a standard diagnostic step (Ethernet bypass), which added effort but was necessary; customer resolved issue independently.
Call Transcript8 turns · 9 lines
Speaker 1
Uh, Raquel, I'm having a problem with my, my router.
00:00
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 1 now. For out of warranty products, paid support may be available to 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. [silence] My name is Raquel, and how can I assist you today? [silence] Yes, please allow me to know what seems to be the issue of your Linksys router?
00:00
Speaker 1
uh they have no connection no i have um att and the router it has no connection um hold on one second the color is red uh no i didn't yeah
01:00
Speaker 2
Uh-huh. What's the color light showing on the top of the router right now? OK. And have you happened to press the reset button after it lost connection? Got it. And do you have a computer that can connect using an Ethernet cable in case we need it for troubleshooting? All right, thank you. And before we further proceed, let me check your record here, may have your phone number. [silence] Let's
01:00
Speaker 1
10 7445-886. I can hear you. Yes sir. Yes ma'am.
02:00
Speaker 2
Let me pull up your record here and I'm speaking to Cedric Taylor Wright? Hello, I'm sorry, can you hear me fine? Okay, I'm speaking to Cedric Taylor Wright and your email is mecca2k4@ Gmail.com. All right, thank you. All right, Cedric, we'll first bypass your Linksys router, and we're going to connect a computer directly to your AT&T modem. We're just going to use the Ethernet cable that's connecting into the router, your Linksys router. Disconnect that, and we'll use that to connect to your computer.
02:00
Speaker 1
Hold on one second. I mean my laptop, hold on. [silence] hello ma'am I fixed it never mind I fixed it no someone someone knocked out the power no no no someone picked the power out the uh the internet cord wasn't when they moved up to it I fixed it all right you too bye bye uh Ms Taylor
03:00
Speaker 2
<start_of_audio>
04:00