V2 Rubric Detail — 65b4b6ec-7179-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:09
Duration
58m 23s
Contact
Jackie Goodwin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Technical2.50/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall39.4% (-6.6)

V2 Grader Summary

The agent made a reasonable attempt at troubleshooting, including power cycle, 5-press reset, and directing a direct modem test, but failed to escalate when warranted after persistent red LED and no internet. While communication and ownership were partially maintained, the lack of escalation and incomplete diagnostics prevented resolution. The case ended with the customer instructed to contact ISP, but without confirmation of modem-level connectivity or proper escalation path.

V1 Case Analysis

Customer reports no internet; Linksys node shows solid red LED. Agent performed modem/router power cycle, advised 5-press reset (model unconfirmed), attempted router UI access at 192.168.1.1 (failed), and suggested direct Ethernet test. Customer lacks Ethernet port. Agent advised contacting Cox ISP to verify modem line status. No model/serial collected. Issue unresolved.

Troubleshooting Steps
  • Power-cycled Cox modem and Linksys node
  • Advised 5-press reset on node
  • Attempted access to router web interface at 192.168.1.1
  • Suggested direct Ethernet connection from modem to laptop
  • Rebooted modem with laptop connected
Key Observations
  • Agent never collected model or serial number, nor verified warranty status.
  • 5-press reset was recommended without confirming device compatibility (e.g., SPNM6x or LN series use Pair button, not 5-press).
  • Agent incorrectly assumed the modem had a second Ethernet port ([29:00]–[31:00]), causing customer confusion.
  • Agent failed to verify internet connectivity at the modem before proceeding with router-side troubleshooting.
  • Call ended with a valid next step (contact ISP), but no self-help resources or escalation path provided.
Positive Highlights
  • Agent performed correct power-cycle sequence: modem first, wait, then router ([07:00]–[14:00]).
  • Agent correctly advised contacting ISP after failed direct modem test ([53:00]–[57:00]), aligning with universal_isp_modem_diagnostics.md Step 1.
  • Agent recognized the need for direct modem testing to isolate ISP vs. router issue.
Agent Errors / Gaps
  • Missing product model/serial collection and warranty verification.
  • Inappropriate 5-press reset advice without model confirmation.
  • Incorrect assumption that the laptop had an RJ45 port.
  • Failure to verify internet connectivity at the modem before proceeding.
  • Misleading instruction about a second Ethernet port on the modem.
  • Lack of clear empathy or summarization of next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call without internet; agent directs to call ISP but no resolution or RMA offered.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle and 5-press reset, but skipped confirming ISP service at modem via direct Ethernet test before involving customer in complex steps.
R3 Partially Met Correct resolution path conf 87%
Agent pursued troubleshooting path consistent with out-of-warranty best-effort standard, including power cycle, reset, and direct modem test suggestion, though escalation was ultimately warranted.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (no internet, solid red light) and took action, but did not ask for model number or confirm PPPoE vs DHCP, limiting root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent instructed customer to attempt access router UI (192.168.1.1) and test connectivity via laptop, which are valid self-help tools; however, no remote diagnostics or speed test was used despite being appropriate.
T3 Partially Met No misinformation conf 88%
Instructions were mostly aligned with KB: power cycling modem first, checking lights, attempting local access. The 5-press reset was appropriate for WHW/MX/MR mesh nodes, though model wasn't confirmed. Cable port confusion was due to customer description, not agent error.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent attempted to guide the interaction but struggled with customer confusion and silences; transitions were unclear, but maintained basic control without being derailed.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple language and repeated instructions, adapting somewhat to customer’s tech difficulty, though could have confirmed understanding more consistently.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed with the case and attempted resolution steps without transferring, showing ownership, though ultimately deferred to ISP without completing full L1 diagnostics.
O2 Partially Met Proactive follow-through conf 89%
Agent set next step: connect laptop directly to modem and reboot, then contact ISP if still offline — a realistic and actionable path.
O3 Partially Met Closure confirmation conf 85%
Agent referenced prior call and technician advice, showing use of history, but did not fully leverage previous findings to skip redundant steps.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
After multiple failed troubleshooting attempts and solid red LED post-reset, escalation to Linksys support was warranted per KB, but agent did not initiate it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent did not explicitly acknowledge frustration, but remained patient and polite throughout a challenging call with a stressed customer.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted pace and repeated instructions in response to customer confusion, maintaining engagement despite technical difficulties.
X3 Partially Met Overall experience conf 82%
Agent asked customer to perform necessary steps (cable swap, reboot, direct connect), but these were essential diagnostics; effort was minimized given constraints of no hardwired laptop.
Call Transcript78 turns · 89 lines
Speaker 1
I'm ready. You have your phone. If you have a case number, you've chosen. Welcome. You have your phone. Yes, I have a case number.
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 one now for out of warranty, products paid support may be available depending on your issue. Please have your devices serial number and contact and from ready if unavailable, kindly call back later for out of warranty products. Paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
Yes. Yes, you are. And no internet connection. I'm still here. I was trying to see if I can get it reconnected. Yes, internet is working. It's this.
01:00
Speaker 2
Uh one second. Let me just check that one for you. Um it's under the account name Jackie Goodwin. Am I talking to Jackie? Okay. And last time you called because of no internet connection. Are you calling for the same reason? Hello? okay. Yeah. The previous technician recommend you to call internet service provider that time. But yeah, how can I help you? Mhm. Okay. So you were able to confirm from uh from your internet service provider Cox that the internet is already working. Am I right? And what's the light status of your Yes, I'm still here. All right. Yeah. What's the light status on top? [silence]
01:00
Speaker 1
Glottal stop, red. I'm looking at the bottom of the note. It's, uh, it's the 7C one. It says... I'm gonna try to get the, uh... let me try the laptop. It doesn't have internet. Let's see if it works. Let me see here. This is just where in me. I'm just so tired. My TVs are on Wi-Fi. I cannot watch TV. Oh gosh. I don't know.
03:00
Speaker 2
uh huh. Yeah, that Wi-FI name. Can you see it on your device? it's broadcasting. Yeah. what's your system connection?
03:00
Speaker 1
and this the laptop you can't use it without Wi-Fi because I don't have a F F net I'm just a mess get used to something and then when it's not working you're a mess all these things got pins and codes and slow Lord Bring this pin in. O2 Okay. And now It's telling me to enter it again. This one I'm talking about. One, two, three, seven. [silence] Okay, Wi-Fi. [silence] They said they have an internet service. [silence] Am I what now? [silence] Okay, so you want me on the laptop. Okay, hold on a minute. [silence] I hope I don't press the wrong thing and get disconnected. [silence] All these things touch everything. Okay, go to [silence] You want the Lensi app? Is that what you're talking about? [silence] Setting on the phone? Okay. [silence] I'm a little slow at all these technology stuff.
04:00
Speaker 2
what's the are you now in the Wi-Fi settings of your phone? Just go to the settings of your phone and go to Wi-Fi. Not the linksys app. Just check the Wi-Fi settings of your device. Yeah. [silence]
05:00
Speaker 1
I was hoping my niece was going to get here, but she called me and said she's tied up. So, I got to try to hang with it myself. Okay. On my phone then. Wi-Fi is saying off. Turn it on. It is already turned on. I was trying to turn it so I could hear you good. Um Wi-Fi. So you want me to click it on? What was the question you asked me again? Okay. Okay. It's a Bella set up step seven C1.
06:00
Speaker 2
Mhm. Okay. What's the what's the wi fi that you can see on your phone is it called Belop set up check if you can see on your wi fi list the name Belop set up that wi fi name.
06:00
Speaker 1
It's on here. Yeah, it's all on here. Got a check mark by it. It's saying no internet connection. On the phone? Uh, okay. All right, I did that. My cock's loading. Which one was that but.
07:00
Speaker 2
Okay, connect to that Wi-Fi, select that Wi-Fi name. Okay, it's showing connected, no internet? Okay. Okay, can you switch off your Linksys now? There's a switch underneath it. Just switch it off. Yes. Not the phone, but the actual Linksys device. There's a switch there underneath, switch it off. Okay. And then unplug your Cox Modem. Take it out from the outlet. Okay.
07:00
Speaker 1
Is it the blue one or the yellow one? Yeah. Okay, so it would be the internet cable. Okay, the rest is the yellow one. All right. It's unplugged. Okay. We have a, plug it back in, right? Okay. And turn the, um, turn it back on, you say?
08:00
Speaker 2
It's the box where our link is attached to if you track there the ethernet cable okay I will let you know when to turn it back on right now we're doing a proper boot up sequence you can turn back on now just your cox modem only the cox modem yes [music] [silence] Yes.
08:00
Speaker 1
light is a blue going in and out. Turn it on. Start. Turn it on earlier. You still want me to put, this on on right now. okay. Oh. I turn on the wrong thing. okay. [silence] light is a blue.
10:00
Speaker 2
um, yeah, the lights. If all the lights are lit up now on the modem. Okay. And now, yeah, turn on Linksys. Okay, once it's totally booted up. Once your modem is back online. Turn it on. It was the modem. H was the modem. I did not tell you yet to turn on Linksys. You should leave it off while the modem is rebooting.
10:00
Speaker 1
Okay. All right. That's, I don't mess up. Okay, so you want me to turn the modem, I don't know these different names. I'm just, I don't know. Okay, so you want me to unplug the POS modem. You said turn it off. I never turned it on. I never turned it on. I'm going to unplug it then. All right. Okay, I got it right this time. They're both off.
11:00
Speaker 2
Right. No, you already turned on the Cox modem, right? And the like is still off? Actually, you need to unplug the Cox modem and turn off the links first main node.
11:00
Speaker 1
know lights are flashing. on either one. My modem try it back on you said yes okay Turn on the modem.
12:00
Speaker 2
Your modem is rebooting now. Yes. Yes. [silence]
14:00
Speaker 1
Okay, the mother of lights are blanking except for the own pile. [silence]
15:00
Speaker 2
Cu so turn on the child nodes
16:00
Speaker 1
and solid blue is blinking on the um, note. okay. it was working just fine, but we had that storm and then the storm cut the power out and everything went crazy.
17:00
Speaker 2
blinking blue now. You got, and that's still now. I'll check your phone if it's on your online. Can you visit any sites are you online now, right to check? [silence] You can try to access that 168. Yeah, um, it's red because it cannot see internet again. Your phone is it still connected to Wi-Fi or not anymore? [silence]
17:00
Speaker 1
Uh-oh, let me see about this one. I don't have Wi-Fi on the phone in that. It's still red. It says no internet access. Your device can only access other devices. Okay, press. 3 2 1. Please. And it went and Luke.
20:00
Speaker 2
I think it stays too mad. Try to do a five press reset now on that node, press release, press release, press release, five times [silence]
20:00
Speaker 1
the phone is still wiped out nope the phone is not Wi-Fi connected yet [silence] what was that again? Uhuh? laptop. Okay, I'm on the laptop.
21:00
Speaker 2
Okay, since it's having no internet connection still, try to open your laptop, and then I will provide you a link to access. Open a browser in that laptop. [silence] Okay. And then you're routed back to Linksys smart Wi-Fi tools, right? [silence]
21:00
Speaker 1
You want me to go to the settings? All right. And it comes up. Okay. That's under Jackie. So it comes up homepage system Bluetooth and devices, network, internet, apps, accounts, time, language, gaming, et cetera. Okay. Then recommended, okay, on setting recommending this, it's the own Wi-Fi. It says Wi-Fi on.
23:00
Speaker 2
Mhm. Go to settings go to Wi-Fi. your links. This is it back to study red now. Which it should be uh huh.
23:00
Speaker 1
Connect what now? I'm on network and internet Wi-Fi. And from now, you're telling me to go where? Okay, I'm on a laptop. All right. Something popped. Something popped up, making me think it.
24:00
Speaker 2
You can go to... Connectivity tab instead. Connectivity tab. Click Connectivity. Are you logged into the router settings? I guess you're not yet in. Um, use your laptop right now. Access instead this site. You ready? Yeah. Going back to the laptop right now. The laptop. Okay. Make sure it's connected. Developed set up.
24:00
Speaker 1
So it must be on Wi-Fi then, right? But I don't see the little thing in the case that it's on Wi-Fi. Okay, let me go back to setting in. Okay. Okay, Wi-Fi. It's got it on. It's a little blue color on it. Oh, the, uh, the setup.
25:00
Speaker 2
Mm-hmm. Select their develop set up name, even if they have no internet.
25:00
Speaker 1
7c1 saying no internet security. On the laptop. right because a little, if you go down to the bottom, at the bottom in the low right corner there is a little worldly thing showing so that in the case is no internet access oh.
26:00
Speaker 2
Okay. And then it cannot visit any website too, right? And yeah. So, Okay. How about this? Do you have a computer that can be hardwired? Because, you know what, right now, Jackie? The previous technician already like performed the necessary...
26:00
Speaker 1
Right. Well, I can't do this, uh, Bluetooth wise. I don't have an ethernet wiring.
27:00
Speaker 2
Sorry, troubleshooting except for Mac console. During that time, your advice to verify the internet from the Cox Modem. And they told you that it's working fine, right? They inform you that it's working. But we really don't know if the internet is really present in the box. So, if we have a computer that you can wire, Jackie, we can wire the computer directly to it. And once it's online, we need to copy the Mac address of that laptop and enable it to our links. It will then go online. Okay, you mean the say port, there is no ethernet port, yeah. Port.
27:00
Speaker 1
Well, it's one. Um, I don't have the wiring. I'm not I'm meaning to say that. I don't have the the connection thing to use to put it in to the laptop to make it. Um MODM has. Um has, uh, the Ethernet, that's the Y. This is a yellow cord. It has that one, Ethernet and the cable in and the power.
28:00
Speaker 2
JG45 port. [silence] Double check. [silence] Your modem has how many Ethernet ports? Is it just one? [silence] [silence] So all connected in a power strip? [silence]
28:00
Speaker 1
Okay, it's in the uh the Ethernet cord is in the modem and it is in the message connection. From from the mo from the notes to what?
29:00
Speaker 2
if that's the case, um, uh, your modem, try to transfer the Ethernet cable now to the second port on the modem. Using still that cable that connects the links and then the modem. Transfer the Ethernet cable. Uh, any other available ports on your modem. Still just leave the connection from Linksys. Just the other end of the cable which is connected to your cox modem. That's the one that you need to transfer. On the same uh port, I mean, on the cox modem still. [silence]
29:00
Speaker 1
No, I only have one, that's F. S, ETH, E-N-E-T. That's a white, I mean, a yellow-light code. It's plugged in. Then I have the cable connection that's screwed in and then I have the on-and-off for the intermodem. Well, it's got something here that says don't use. Hold on a minute. It's a piece of tape covered up, it's from, I don't use. Let me see what that says. That's another ETHernet connection. device. Did you hear me?
30:00
Speaker 2
There's a report there, right? [silence] And that's it, just one got it. Your links just remain solid. Uh-huh. Try that one instead.
30:00
Speaker 1
But use this one instead of the first. [silence] She has two courts, right? Yeah. Yeah, yeah. Okay. Oh, Oh, now I see what you were talking about. You were telling me to put it in on the back of the mold of my head too, and that piece of black tape was covering up one and I really wasn't thinking about pulling it off to see. Yeah, how slow I am with this internet stuff I can't, it's working fine. I can work with it, but when it gets like this.
31:00
Speaker 2
We're trying to check now difference. Uh just to make sure your modem has two ports right? Two ports. Okay. Now, can you transfer the ethernet cable to the second port on the modem still? [silence]
31:00
Speaker 1
I can't do nothing with it. Could it be, it could be the problem, huh? Okay. the linden Leasing linden note is still connected with the yellow cord that that's an eth an ether net whatever you call it. [silence] So, if I had another internet cord, I could connect this laptop with with that, right. Hello. Oh, I thought I had lost you. I feel send a game Lord. No, it's not solid blue. It's red. Did we turn it off? It's um.
32:00
Speaker 2
uhuh so your back it's solid blue now on top
33:00
Speaker 1
uh, hedpipe gone out before, and it just came back on without all things problem. you think it's something the company it's doing, they're internet people. I'm not in, um, uh, yeah, internet? it's reddish color and it didn't blinked, it's not blinking, it's solid. not flashing.
34:00
Speaker 2
What's the light status now? On the links is on top. It not flashing. Okay.
34:00
Speaker 1
Yes, they did. What they said do, unplug it, I think. Okay, let me go in there. I'm going to try to write it down. Okay.
35:00
Speaker 2
it still can't really detect internet now, Jackie. When you called the cox, did they ask you to do some troubleshooting to test if the modem is okay? Can you remember? [silence] Okay. Right now we're really overwhelmed. Dohn checking the necessary settings, but it's still offline. Let's just check the connection type and stage. Can you go back to your computer and then access this IP address? Are you ready? [silence] All right. So try to go or access. [silence]
35:00
Speaker 1
Okay. I'm on the setting thing, so I need to close that out, right? And just go to one of the sections like I'm looking for something like in Google or something. Is that what you mean? Okay. 192168.1. 168.1. Okay, that's coming up. I'm going to click on it.
36:00
Speaker 2
Open a browser first. yeah a browser. Google Chrome. What browser do you have? Type there, the number is one nine two one six, eight. Yeah. one dot one. [silence] of photostorage. org. [silence]
36:00
Speaker 1
And this site can't be reached. Trying run run Windows network diagnostics. Okay. You want me to try that? [silence] It wasn't. It is red. It is red. Yes. It's got a uh RJ. I got one uh for the ethernet. [silence]
37:00
Speaker 2
It's still the same thing, right? On the main node. The main node right there, it's still tidy red. Okay, the laptop that you have there, Jack, It doesn't have any ports on it, right? I mean, the RJ45 port, it doesn't have one. Yeah. So please bypass link to this device that you have and use the Ethernet cable instead wired to your laptop because there's really none that we can use.
45:00
Speaker 1
Okay. So, I can't I only have one Ethernet cord. And that's the yellow one. I don't have two. So if I unplug it from one of these, the node other modem, I won't have it connected to something. Okay, so Okay, I I'm just taking it out of this fancy uh foot then and putting it into the laptop. That's what you're saying? [silence]
46:00
Speaker 2
due so far aside from Mac clone so i painted your computer directly to the modem let me know once it's already wired and no need to unplug it from the modem it's going to be modem to your laptop only so one port from the modem will be used temporarily by the Mac computer no worries if it's no longer attached to the linksis okay we're just checking the connection anyway
46:00
Speaker 1
Okay. So, alright. So, it's not in the Lengthy, it's in the lap tap. and a moment. So, this goes from the modem to the lap tap. Okay. Check it out.
47:00
Speaker 2
Mm-hm. Mg Hm. Mhm. Okay, great. Check right now if you can search online. Jacky, try to visit any websites.
47:00
Speaker 1
okay I was trying to go to Google. gosh okay oh gosh uh okay it's not connected.
48:00
Speaker 2
okay if you cannot visit any websites if it's showing offline and just leave your computer wired and all you need to do is to reboot again the modem for 30 seconds at least.
48:00
Speaker 1
Oh, as checking the network table. Modem or right and writer reconnect to Wi-Fi. I know where that came from. That's what you had me done early earlier. OK. Done in the lower right corner. I see them the little globe like world like thing. And that's and that's. Well, you know. Ain't no internet. OK. On and. OK. Love that. All right but just take it out of the mole.
49:00
Speaker 2
Uh huh and it's showing connected, right? Okay, try to reboot, now, the modem, just 30 seconds, and then plug it back in. Just leave your, no, um, just leave everything like that. Yeah. Just unplug and.
49:00
Speaker 1
Okay. Okay. It should be 30 seconds. Not right? Okay, you told me to do the modem, right? Okay. The little red light is blinking on and off. And I got it plugged in that [silence].
50:00
Speaker 2
all right and search for three minutes Max the no will have a steady blue light after turn it on now okay we'll just leave that computer right yeah just the modem we're focusing now on the modem hm
50:00
Speaker 1
It's booting up. It's still booting up. I mean it-
51:00
Speaker 2
Okay, you can turn back on now the modem. How is it? The modem now is rebooting, right? The lights are slowly turning back on. Okay. Yep, that's we need.
51:00
Speaker 1
Okay.
52:00
Speaker 2
Please wait until it's completely but off once it is, check the internet on your laptop, okay? Try to visit a new website. [silence] It's still no Internet.
52:00
Speaker 1
Okay, and the red light was blinking on and on there is, I never had this much trouble with this Wi-Fi. I don't know what is going on with it. Okay.
53:00
Speaker 2
Okay, exactly. It will take sometimes a minute or two for the mode to totally boot up. Mm-hmm. We're trying to figure it out. Hmm. Hopefully, it's not the modem. If it's the modem, you need to call Cox while the connection is like that because the laptop will be your proof that the internet is not really available on the box.
53:00
Speaker 1
see this out way better. okay, I'll click it. I'm sure that is tight enough. I. I don't know what else so. It should be going like that. Should. You know, I put it in that second one. Do I need to change it back to the first one? Does that make a difference?
54:00
Speaker 2
uh-huh [silence] if there's still no [silence] internet. yes you can try to plug it to the first port. [silence] You can. The original port.
55:00
Speaker 1
Okay, maybe that's a problem. I'm gonna take this Macintosh and use this bracket in the second one, too. Okay, well, it's not even coming back up. I can call them. I can call. Okay. I'll call them then and see what's going on with.
56:00
Speaker 2
Again, if you cannot visit any websites on your laptop still, uh we need to contact cocks, okay? Okay. Uh, so that means this modem doesn't have and you can still provide the same ticket number, Jackie, okay? I just appended to the previous set documentation here. All right then. Yeah, just leave your connection like that, okay? So that you will have proof. If they will inform you that it's breaking, then you can check it on your end since you have laptop word to their box. If it's still offline, then tell them immediately that the uh the
57:00
Speaker 1
Okay. Thank you so much. All right. I won't get it working today though, hopefully. Bye bye. Bye. [silence]
58:00
Speaker 2
Oh, it's not working, okay? All right. Thank you again for calling. You're always welcome, Jackie. You take care. Bye-bye. Bye-bye. Hopefully. I'm also hoping. Okay. Bye-bye.
58:00