V2 Rubric Detail — 678e25a4-63f8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 11:43
Duration
24m 23s
Contact
Paul Brac
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132747
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall87.8% (+67.8)

V2 Grader Summary

The agent conducted accurate, logical troubleshooting, correctly diagnosed a physical WAN cable issue, and provided a clear next step. However, the issue was not confirmed resolved, and the follow-up lacked a concrete timeline, resulting in a partial resolution. All technical guidance was KB-compliant, including use of 5-press on MX4200 and correct LED interpretation.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Agent identified the blinking red LED as a physical disconnection and guided the customer to replace the Ethernet cable, but the issue was not confirmed resolved by the end of the call.
R2 Met Diagnostic thoroughness conf 98%
Agent performed logical troubleshooting: used 5-press method, interpreted LED states correctly, accessed router UI, checked network status, and isolated to WAN cable issue.
R3 Met Correct resolution path conf 96%
Agent recommended replacing the Ethernet cable — a valid best-effort step for suspected hardware fault — and provided a ticket for follow-up, appropriate for OOW or ISP-provided equipment.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent correctly interpreted solid purple = ready for setup, solid blue = online, blinking red = physical disconnection; asked about modem ports and cable connections to isolate root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent used the router’s web interface (192.168.1.1) to check network status and logs — a correct tool — and advised testing with a known-good cable to confirm physical layer issue.
T3 Met No misinformation conf 98%
All technical guidance was accurate: 5-press valid for MX4200 (no Pair button), LED meanings correct per KB, and Cat5e/Cat6 cable recommendation aligns with documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent opened call professionally, collected model/serial, set up case, maintained control, and guided step-by-step despite customer confusion.
C2 Met Confirmed understanding conf 94%
Agent adapted language, repeated instructions (e.g., 'click the two pictures of mobile phones'), confirmed understanding, and used simple terms like 'Internet port'.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, created a ticket, did not transfer, and committed to continuity via LTS number for callback.
O2 Partially Met Proactive follow-through conf 90%
Agent told customer to get a new cable and call back, but did not specify when or promise proactive follow-up, leaving timeline unclear.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so no continuity needed.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed — issue was a diagnosable physical layer problem within L1 scope; agent made correct decision not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized at end ('sorry for the inconvenience') but did not acknowledge customer frustration earlier when they expressed confusion and effort.
X2 Met Tone & rapport conf 93%
Agent adjusted pace, repeated steps, used visual cues ('two pictures of mobile phones'), and stayed patient despite customer’s repeated disorientation.
X3 Partially Met Overall experience conf 91%
Customer had to source a new cable and call back, increasing effort; however, agent avoided unnecessary repetition and handled diagnostics remotely.
Call Transcript46 turns · 47 lines
Speaker 1
Hi, um, my Linux system was flashing red. I pressed the button reset for multiple seconds, and now it's uh solid purple and I don't know what to do. What? Where do I get that? Okay. Uh wait a sec. Uh, serial number.
00:00
Speaker 2
welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you so much for calling the Linksys support. This is Josh. How can I help? Okay, what is the model number of the device? What is the model number of the Linksys device? It's at the bottom of the device itself. Uh, I [silence] I will help. Yeah, you can provide me that instead.
00:00
Speaker 1
So model number so M like Mike. X like x-ray. Four. Four two zero zero. I have one. Yeah. Hello? Tommy NT Fiber. Yes.
01:00
Speaker 2
Go ahead. Okay. And how many devices do you have in total? Only one. And who's your internet service provider? Hello? Who is your internet service provider? Telecom. Sir, can you provide me the serial number, please?
01:00
Speaker 1
Okay, so. Yeah, yeah. So, five, zero. W, one, zero. M, five, C, B, zero, two, seven, eight, seven. Yeah. B, B. Sorry, it's B like Bravo. So it's like
02:00
Speaker 2
Okay, go ahead. Okay, I will just repeat that here to make sure that I have it right, okay? Um, so the zero number is five zero W for whiskey, one zero M for mike, five C for charlie, D for delta, zero two,
02:00
Speaker 1
M5C B, like bravo 02787 online. Yeah, yeah, I received it from my internet service provider. I don't know. It was there before I moved into my flat. Whoa. Um. Oh.
03:00
Speaker 2
Yeah, yeah, okay, okay. All right. And this is from your internet service provider. Is this bundled from your internet service provider? Okay. When did you receive it? Okay. All right, mm-hm. All right. So, yeah. Before we proceed, let me just create a case here on our system for documentation purposes. So, please provide me your full name. [[ silence ]] Paul.
03:00
Speaker 1
BRAC. BR, like, Rome-oh A-C Brack. A-C, like, Alpha-C, like, Charlie. yes. it's Paul.Brack@gmail.com. yes.
04:00
Speaker 2
Now, um, since that the node is now solid purple, it means it's ready for setup. Let us just try to reconfigure it, because, uh, actually, if this is bundled with your internet service provider, it should have, uh, been, it should, uh, have been configured, uh, or, uh, or it because, uh, for, uh, for nodes that are bundled with the service provider, it has, uh, auto, uh, um, setup uh, feature. Sup. uh, so, but, for now, let us just set it up, like the usual, since it did not set up after the reset. Um, we'll use the five-press setup method. In the five-press setup, it needs to - all you need to do is press the reset button of the node, five, five times within five seconds. It's going to be like this.
05:00
Speaker 1
okay can I do it now? okay I did it. it's now blinking white. hello.
06:00
Speaker 2
Press release one, press release two, press release three, press release four, press release five. So one press each second or five times within five seconds. Yeah, go ahead. Yep, blinking way now. So let's just observe the indicator. It should turn solid blue.
06:00
Speaker 1
Okay it's solid blue now. yeah Okay let me try see if it works
07:00
Speaker 2
All blue. Let's just make sure that it's going to stay solid blue. And while waiting, please try to connect to the default wifi name.
07:00
Speaker 1
Okay, now it's blinking red. Yeah, yeah, something's going. [silence] oh [silence] Hey.
08:00
Speaker 2
So, try to check first the because blinking red says means physical disconnection, it means that the node is not detecting physical connection to the modem. So, we'll have to check the physical connection, which means that it's the connection between the modem, the LAN cable that is connected from the modem to the node. Finally, check to see if it's hooked up properly and make sure that it's connected to the right port of the node which is the internet. It is labeled internet.
08:00
Speaker 1
Oh where should it be connected the Ethernet cable? Ethernet or Internet? It's connected.
09:00
Speaker 2
on the node. The links node it should be on the Internet for so the one with lab Internet the yellow one. Okay. How about on the modem, sir? How many ports do you have on the modem?
09:00
Speaker 1
Yeah. Yeah, I just... I just have one, and it's connected to the internet one. Let me check. Yeah, I think it is.
10:00
Speaker 2
I mean on the modem, sir, the modem. the one from your internet service provider. How many ports do you have on the modem? Okay. Now, sir, the node still, uh, it took up properly, sir, the LAN cable, the end of the LAN cable. Both ends. Is it hooked up properly? Okay. Now, sir, since it did not change the light indicators, sir, of the node, we'll have to use a different cable. We need to isolate the issue first. Let us, uh, do you have an extra cable, sir, that we can use to swap it with this one that we're using? [silence]
10:00
Speaker 1
No, yes. Yeah, I do. Uh, I'm connected to the Wi-Fi right now. Yes. It says that this page cannot be reached. 192. Yes.
11:00
Speaker 2
uh about this one sir do you have a computer uh okay so all right then connect your computer to the Wi-Fi of the node okay uh are you using the computer is your computer connected to the Wi-Fi of the node okay please open up a browser okay on the address bar of the browser page that you have opened uh please type in um 192 uh 1.1 1.168.1.1
11:00
Speaker 1
[silence] Download the length app for set up [silence] I do what on the left side of the screen Thank you? Yeah. Can I connect to wait to ain't just door? It says can I connect to a tune store? Yes, that's what I did. Signing.
12:00
Speaker 2
click the two on the two pictures of mobile phone that you see on the left side of the screen. is it asking from the router's password? [silence] click on the two pictures of mobile phones. [silence] okay, do you have to? [silence] I'm sorry? [silence] you have to click on the two pictures of mobile phone that is the you can see on the left side of the screen. Yeah, what's it? Okay. Now you type in admin all over case. [silence]
12:00
Speaker 1
Oh wait, email, email address and password. Let me try something else. So 192 dot 168 dot 1.1, okay, access router password,
13:00
Speaker 2
no, it's not, is it asking for our Park password? Okay, can you try to look for an option for local access? Click here. Uh, that should, uh, it should be located at the bottom. Can you see an option for local access? Click here. and the click here is highlighted in blue. Okay, type in admin.
13:00
Speaker 1
We've updated our password requirements to be more secure. Please create a new one. Admin password. Okay.
14:00
Speaker 2
um, Yeah. Okay. Then go ahead and create a new one. Yeah? So it tells password requirement, it should be at least 10 with uppercase and lower case alphabet, numbers and also special characters.
14:00
Speaker 1
OK. Done. [silence] I'm in [silence] network status, no internet connection. [silence] Yes. [silence] What do you want me to do then? [silence] There's no report. [silence] There's diagnostics, logs and status. [silence] Oh, report. [silence] Ok.
15:00
Speaker 2
Now click on troubleshooting on the left side. Okay, under troubleshooting, under status tab, click on report.
15:00
Speaker 1
What do you want me to do now? Yeah. There's no X mark. The ports table is empty. Okay, is it any internet cable or is it a special cable for the internet port? It's not the cable that is
16:00
Speaker 2
they scroll all the way down at the bottom. And can you please look for that uh internet table? Tell me where is the X marked on across the internet work. Okay, well, if that's the case, sir, it means that the problem with the router is uh it's a physical connection. The route it could be that the route or the cable is not working. So, I would suggest get a new cable. It's a LAN cable that should be um at least cat5 e or cat6. [silence]
16:00
Speaker 1
It not the cable that's green and that goes into my wall, right? Yeah. Okay. Okay. Okay. Okay. Oh, LHA. Okay. You meant LAN. LAN cable. Okay. For a second. Yeah. Okay. Okay. I'll try something else. I have another. I have another cable on me right now. That's disconnected. Now, it's blinking fast. Okay. Uh, so, I changed the cable.
17:00
Speaker 2
it's, it's a land cable, sir. It should be the one connecting the Linksys and the modem. yes, you see the, the, the one that's connected to your router right now, to the Linksys node, they must have, it should be Cat 5e or Cat 6. all right, so you
17:00
Speaker 1
should I do the five step reset again? you should you put this way?
18:00
Speaker 2
No, no, no, no, no, no, sir. It's already technically it's already set up. We just have to wait for the node to reboot and we'll have to and maybe expect that it should turn solid blue. Yes. Silence
18:00
Speaker 1
Okay, but it's like switch the cable and nothing happens. It's blinking red.
19:00
Speaker 2
Can you make sure, sir, that the cable is hooked up properly to the the other end of the cable should be hooked up properly to the modem. And on the other end of the cable on the internet port of the linkfix.
19:00
Speaker 1
Yeah, it's the internet, like, India. [silence] It's the internet. Like, India.
20:00
Speaker 2
Yeah. Yeah, it's labeled there on the node.
20:00
Speaker 1
Okay wait. Yeah it's well hooked up and it's still blinking right? No.
21:00
Speaker 2
Why not try setting up a different computer? What if you got a new cable?
21:00
Speaker 1
Okay. Okay. I don't I don't have that off to buy a new cable. Okay, thank you. [silence]
22:00
Speaker 2
uh an uh uh Ethernet cable or is capable of connecting LAN cable we can try to check further and we have to connect it directly to the modem to test connection uh okay well if that's the case sir then uh please secure a cable for now and then I'll just provide you a ticket number here so that um it may in case that um after getting a new cable it still will not work you can just give us a call back and as we can continue to um check on this I select on this uh on the problem is that okay [silence]
22:00
Speaker 1
Yeah. LT H001-3277. 3277 OK. OK, OK. Oh, wait. Uh, OK, OK. OK, thank you.
23:00
Speaker 2
okay, so that's going to be lts, Toledo, Tango, Sierra, 00132747. 747. [silence] You're welcome, sir, and I'm so sorry for the inconvenience, but. [silence] [silence] You have the new cable Sir, I believe that when you connect it to the modem and the lynx is Sir, the lynx is should turn solid blue sir. And if not just give us a call back okay? Alright you're welcome sir. Thank you for your time and have a good day. Take care and stay safe.
23:00