V2 Rubric Detail — 69c3f224-6a86-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:54
Duration
19m 17s
Contact
Benjamin Long
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00115027
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: ghost call

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall68.0% (+12.0)

V2 Grader Summary

The agent correctly diagnosed the issue as a modem signal problem, guided the customer through appropriate troubleshooting, and set realistic expectations. However, the resolution was not confirmed during the call, resulting in a partial resolution. All technical and communication elements were handled appropriately given the external nature of the fault.

V1 Case Analysis

Customer reports parent node LED cycling blue/red and no internet. Power-cycled parent node and modem, identified modem as faulty (white internet light), advised waiting for Spectrum technician and possible parent-node reset afterward.

Troubleshooting Steps
  • Power-cycled the parent mesh node
  • Power-cycled the Spectrum modem
  • Advised a 2-minute wait for devices to boot
  • Instructed the customer to connect a desktop directly to the modem to test internet connectivity
Key Observations
  • Agent accurately diagnosed the modem as the root cause based on LED behavior and customer observation
  • Critical protocol gaps: model/serial number and warranty status were not collected
  • Long silences (e.g., [17:00]) and disorganized delivery reduced efficiency
  • Agent provided valid Level-2 escalation path and ticket number for follow-up
  • Router UI access (http://192.168.1.1 or http://myrouter.local) was not attempted to verify WAN status
Positive Highlights
  • Correctly identified the modem as the likely point of failure based on LED indicators
  • Guided the customer through proper power-cycle sequence (modem first, then router)
  • Set clear expectations that ISP intervention was required before further router troubleshooting
  • Provided concrete next-step path with Level-2 escalation details and ticket number
Agent Errors / Gaps
  • Did not collect product model or serial number
  • Did not verify warranty status or eligibility for support
  • Provided Level-2 escalation contact without confirming need for escalation or documenting it in the case
  • Did not confirm router UI access or verify WAN status after power-cycle
  • Excessive hold time and unclear phrasing (e.g., 'replug as fast as you can') slowed troubleshooting flow

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue was not resolved during the call; the customer was waiting for a Spectrum technician to fix the modem, and the parent node remained offline with a red light.
R2 Partially Met Diagnostic thoroughness conf 90%
The agent performed a power cycle and correctly identified the need to test the modem directly, but did not complete the verification step with the customer before ending the call.
R3 Met Correct resolution path conf 95%
The agent correctly identified the problem as likely being with the ISP's modem, not the Linksys device, and set appropriate expectations for resolution via the ISP, which is the correct path for non-Linksys hardware issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
The agent asked about LED states and power cycling, but did not confirm the WAN cable connection status or current internet availability before proceeding, missing a key diagnostic step.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; the agent used appropriate troubleshooting steps (power cycle, direct modem test) consistent with KB guidance for this scenario.
T3 Met No misinformation conf 95%
All technical information provided (e.g., parent node as pass-through, modem LED interpretation, reset implications) was factually correct and aligned with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
The agent maintained general control and gave clear instructions, but lost momentum during long silences, repeated number recitations, and briefly contradicted earlier statements about resetting.
C2 Met Confirmed understanding conf 95%
The agent used plain language, confirmed understanding (e.g., desktop vs. laptop), repeated information patiently, and adapted to the customer’s pace without using unexplained jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
The agent owned the case throughout, did not transfer, provided a direct Level 2 callback number, and set clear expectations for next steps.
O2 Partially Met Proactive follow-through conf 85%
The agent outlined next steps (test modem with computer, possible reset) and provided contact info, but did not establish a specific timeline for follow-up or callback.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted since the issue was correctly identified as being with the ISP’s modem, not the Linksys product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation details is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
The agent acknowledged the customer’s frustration with repeated outages, expressed understanding about not wanting to reset, and remained courteous and professional throughout.
X2 Met Tone & rapport conf 95%
The agent matched the customer’s deliberate pace, allowed time for cable management, repeated numbers clearly, and kept the customer engaged despite technical complexity.
X3 Partially Met Overall experience conf 85%
The agent required necessary customer effort (power cycling, cabling), but could have reduced repetition of the ticket and phone number; some steps were unavoidable given the issue.
Call Transcript36 turns · 37 lines
Speaker 1
This is Lynx is technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynx is specialist. Uh, hi Benjamin, this is Paulo from Lynx's customer assurance team, Level two, and this call is recorded for quality assurance purposes. Hello sir. Hi, hey, thank you for asking Benjamin. Okay. Okay. Mhm. All right. Mhm.
00:00
Speaker 2
Yes. How are you? My system is down. And right now my system is flashing a blue light. It was red. And this happened once before, and the lady told me never to reset it. And what, I'll tell you what I did, I unplugged the power.
00:00
Speaker 1
okay okay now Benjamin I want to verify those nodes that are blue colored okay now uh you just mentioned that you power cycled it uh is it the one okay all right uh yes okay yes uh that's what I'm trying to verify Benjamin which ones are blue and red now you just said that um the node is red is that the parent node or main node sir or a child node okay
01:00
Speaker 2
And i unplugged the uh cable going from the rotor to the router i mean and then i plugged everything back up again And right now my light is blue It was red and now it's blue Okay now up now the blue light just turned red As we're talking Yes Yes
01:00
Speaker 1
alright. Now, um, you have three nodes in total. So that would mean that the other two will be the child nodes. Are they in the same location of the parent node? Um, Okay. Now, um, we're not going to do a reset, Benjamin. Okay? Uh, we're just going to do a power cycle. All right? Now, uh, it's kind of different to what you did earlier. Alright? But let me give you first the instruction, okay? Now, um, I, okay, I believe your internet service provider is Spectrum. Am I correct there? Okay. Now, uh, there is a modem that they, uh, that they, they provide you previously. That's a modem, right? Okay. Now, does the parent node and modem have the same power outlet? [silence]
02:00
Speaker 2
Okay. Yes. Yes. Yes. Yeah.
02:00
Speaker 1
or is it's separate? separate okay now um here's what we're going to do okay this is this is called complete power cycle Benjamin so I'd like you to unplug the power adapter of the parent node first unplug it I'll let you know when to plug it back in okay now I'm going to ask you to unplug the power adapter of the modem also but before we do that I have a question is your phone connected to your modem right now as we speak? I just want to uh avoid to to be disconnected sir it's not connected
03:00
Speaker 2
Separate. Okay. Okay. I unplugged the power to the parent now No, it's No, it's not
03:00
Speaker 1
Okay. We're going to proceed. I'd like you to unplug the power adapter of the modem now. Okay. Okay. Okay. Okay. Obviously, they're both unplugged right now, meaning there is no power to it, no LED status. Now, Benjamin, you just told me earlier that the power adapter of the parent node and modem are separate. Okay. Um, I'd like you I'd like you to replug the power adapter of the parent node first, and quickly replug the power adapter of the modem as well, as fast as you can. [silence]
04:00
Speaker 2
OK. All right. The, the, uh, phone should keep working. You have my phone number. So I'm going to unplug the power to the modem. Now, oh, long 1 second. All right. I did that. Yes. Yes. OK. What is... OK, we're good. We're both plugged in. The spectrum modem blue light is flashing really, really fast. And the... link device has a blue light also. OK, OK.
04:00
Speaker 1
It's okay. We'll wait for it. Two minutes are good. I see. Well, I'm Benjamin. Here's the... While waiting for that two minutes, let me explain that part there, okay? The parent node is called a pass-through device. So where's the child nodes, okay? Now, the modem is the source of the internet. Okay? Now, I'll say, it says here that there's an audi. This
06:00
Speaker 2
And now the parent node has just turned red. Okay. I don't know why this happened. This is the second time that this has happened. Okay.
06:00
Speaker 1
going on, right? So, um, uh, we're – there's actually two things that we're going to check: the modem and the parent node. But, um, usually, we check the modem first, Benjamin. But right now, uh, we're not. Uh, no, sir. We, we, uh, we only support the Linksys product. But there is a way that we can check it. Uh, we're gonna do that later. Let's try this simple troubleshooting first, okay? So, um, the only – oh, by the way, while waiting, it's almost done here. Uh, to check if the modem is working fine, okay? That is to remove the parent node from the modem and connect a computer directly to it. That's how we check it. The second way is you're gonna call Spectrum. But we're not gonna do that yet. [silence]
07:00
Speaker 2
OK. [silence] A ton of stuff coming up. So the darker blank parts are. [silence] So basically my Internet's down right now.
07:00
Speaker 1
okay. but let's check this one. [silence] Is it today? [silence] All right. Okay, good. [silence] All right, going back, uh the two minutes is over, Benjamin. Is the parent node back to white, solid red, or blue? [silence] Red. [silence] Okay, Benjamin, I understand that you don't want to reset the parent node, okay? Uh I'm not going to ask you to reset that, but we're going to check the modem. Now, if I'm going to ask you to remove the parent node from the modem and connect a computer directly to it, do we have a computer that we can wire temporarily?
08:00
Speaker 2
Yeah, I get that. I, I, I called, I called them already just to make sure and they're going to, they're going to, they're coming out here at uh, between six and seven. Yeah, they're coming today. Uh, uh, uh, yes.
08:00
Speaker 1
There is. Okay, perfect. Is that going to be a desktop or a laptop, sir? A desktop. Okay. So let's disconnect the parent node first and then wire the computer to the modem. Let's do that. Let's check your modem. Maybe spectrum won't go to your house anymore later. If that's the case. All right. Oh, okay. I see. Well, anyway, Ben, Mm-hmm. Well, uh that's you're right about that. Okay? That's how you observe it. Okay? We're not trained for modem. But
09:00
Speaker 2
A desktop. Well, before I even do that, I can tell you that the spectrum modem is not working since I unplugged it and plugged it back in. I'm looking at the light right now. The internet light on the spectrum modem is not working. It is not blue the way it's supposed to be. It is white.
09:00
Speaker 1
uh, from us, uh, router manufacturer. The only way we can check it with the customer, though that device is not ours, is to wire a computer directly to it, and if it goes online, that's what, that's what, that's the time that we will know. Can we check that, Benjamin? Anyway, uh, Spectrum will... Okay. Yes. Now, uh, you can just disconnect the cable at the
10:00
Speaker 2
Yeah. It's uh, okay. the the spectrum modem. Let's see if I can do it find out it's what hold on one second. It's coming from there. D you think. One second. you want me to run the wire from the modem to the computer, right? [silence]
10:00
Speaker 1
the back of the parent node, and connect it to the computer, sir. Simply like that. To make it easy. Okay, is this a desktop or laptop, Benjamin? Okay, there are two ways, actually. Okay. Take your time, sir, it's going to be puzzling, if that's the case. [silence]
11:00
Speaker 2
okay. I'm trying to find where would I plug it in on the back of the computer. This is a desktop. uh, I I I see it now. One sec. I got a lot of cables here. I got to make sure I got the right one. Okay. Okay. This is the cable right here. Okay. This is the cable. I'm tracking the cable. So I need to take the cable from.
11:00
Speaker 1
yes uh yes sir I do you do sir yeah you know um this okay all right Okay. Now, Benjamin, okay? I know you're going to do that. Spectrum pay people will come to your place. Now, I'd like to set your expectation. We have identified the problem, okay? That the modem is not working fine. Yes, sir. You just said that it's,
12:00
Speaker 2
You know what I'm gonna have to do? You have my phone number, right? Okay. I have a ticket number. I'm gonna have to- I'm gonna have to call you back after the Spectre- let me- let me tell you what's happening here. I'm gonna have to call you back after the Spectrum guy comes because the Spectrum modem is not receiving a signal. So it- it's-
12:00
Speaker 1
Yes. Yes, sir. Now, before, I'd like to set your expectation, okay? Now, if ever that spectrum people can make your computer go online when it's wired directly to the modem, okay? That's, great. Because, um, we know that the modem is working fine. However, uh, I may have to set your expectation to the parent node, okay? That's the time that we're gonna do a complete reset to the parent node, okay? The reason behind that, because since there's a new, uh, an active signal from the modem, we want the parent node to re-detect that. Now, I understand a lot of people don't wanna change, don't wanna reset the parent node because [silence]
13:00
Speaker 2
Yes, the Spectrum modem is not receiving a signal now. When I unplugged it and plugged it back in, it stopped receiving a signal. Okay. Yes.
13:00
Speaker 1
Do you have that in a piece of, okay, now, once the parent, um, put back the exact wifi name and password, I don't know how many devices do you have in the network, but if you're using the same name, wifi, uh wifi name and password, they will just reconnect, sir, okay? I understand that part why you don't want to reset that. Do you have a copy of that, Benjamin? Like the exact wifi name and password? For example, uh, the wifi name is Benjamin Network, is it a mix of upper case or lower case? It has to be exact, sir, so that they will recognize the same name. Do you have a copy, right?
14:00
Speaker 2
Yes, yes, yes, okay. Yes. I have a copy of the um
14:00
Speaker 1
[KEEP_UNCERTAIN] Perfect. Now, Benjamin, you don't have to call Level 1 just to reach Level 2, okay? I'm going to give you the Level 2 number, and that way you don't have to call the number of Level 1, okay? You have the ticket number with you. So that's not going to be a problem. Ah, yes, you've got the right one, sir, okay? So, um, yeah, just to give you the since the ticket is escalated to the Level 2 team is going to change a little bit, Benjamin, okay? Uh, just the first two letters. It's going to be TE, that's Tom Edward. That's stands for Technical Escalation, okay?
15:00
Speaker 2
hor name and password and I have a copy of the password for the parent mode and all the child modes Okay Yeah the ticket number is The ticket number is one one five zero two seven Okay Okay Tom Edwards
15:00
Speaker 1
And then zero, zero, zero. Okay, three zeros three zeros. And then one, one, five. 07. Yes, sir. And our level to support number, if you're ready as well, that's going to be uh two one three, two eight nine. 3408.
16:00
Speaker 2
two zeroes three zeroes 11507 so that's T-E zero zero zero one one 507 okay 21289. 3, 4, 0, 8. I'm just going to repeat it.
16:00
Speaker 1
okay. I just want to make sure so that you can reach us. Sometimes my mind slips giving that number. Let me just um take a second to look, okay? One second, sir. Apologize. Now, by the way, while I'm searching here, I would like to inform you, okay? Now, Spectrum people will go to your home later, okay? Now, um, it has to have that the desktop wired currently directly to the modem. It has to get internet connection, okay? You can at least open three websites, sir. Or maybe five. That's a confirmation that the modem is working fine, okay? All right, hold on. Where's that number? I know I have it yesterday.
17:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
17:00
Speaker 1
Ah, yes. The one that I gave you is the correct one. That's going to be 213-289-3408. You got it, correct. I gave you the right one. All right. Well, anyway, uh, feel free to call us, Benjamin, okay? Is there, uh, anything else that I can help you today? Sir. There you go. There you go. [car horn] Thank you, sir. I appreciate your cooperation, okay? And to know more about Lenox, this product, you can visit lynxmart.com slash report. You have a wonderful day, okay? Take care now, sir. Bye bye.
18:00
Speaker 2
Thank you. OK. No, that's, that's fine. You've been a big help. Thank you. OK.
18:00