V2 Rubric Detail — 7756cdf4-68ff-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 21:16
Duration
11m 28s
Contact
Tim Pauley
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133499
Support Country
United States
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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+13.4)

V2 Grader Summary

The agent correctly diagnosed a post-outage connectivity issue, guided the customer through a power-cycle of modem and router, and confirmed resolution when the customer reported internet was working. All troubleshooting steps were appropriate and effective, resulting in a successful resolution without escalation.

V1 Case Analysis

Customer experienced loss of internet after power outage. Power-cycled modem and Linksys router; router returned to solid blue (ready state). Confirmed Wi-Fi connectivity restored.

Troubleshooting Steps
  • Advised power-cycle of modem and router (unplug for ~20 seconds, then reconnect)
  • Waited for router LEDs to indicate stable status (solid blue)
  • Verified Wi-Fi connectivity by accessing a website
Key Observations
  • Agent correctly interpreted solid blue LED as operational state per KB guidance.
  • Power-cycle procedure aligned with universal ISP modem diagnostics and mesh management KBs.
  • No model number, serial number, or warranty status documented despite being a troubleshooting call.
  • No HappyFox case number created, violating case management protocol.
Positive Highlights
  • Technical instructions (power cycle, LED interpretation, connectivity test) were fully accurate per KB.
  • Confirmed resolution by having customer test Wi-Fi connectivity (validating fix).
  • Captured customer contact details (name, email, phone) for future reference.
Agent Errors / Gaps
  • Failed to obtain definitive product model number (required for case documentation and model-specific support).
  • Did not verify or document warranty status before closing the call.
  • Did not create or reference a HappyFox case number, violating protocol for product support calls.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'yep that worked' and thanks the agent, indicating resolution of internet connectivity issue.
R2 Met Diagnostic thoroughness conf 90%
Agent instructed power cycling modem and router, waited for reboot, then directed customer to test Wi-Fi connectivity — logical and relevant steps.
R3 Met Correct resolution path conf 90%
Post-outage connectivity issue with solid red/blue lights; power-cycle is correct first step per KB, no escalation needed.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (router light status), confirmed outage context, and used standard recovery procedure appropriate to the scenario.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools required; agent correctly applied standard power-cycle procedure without overcomplicating.
T3 Met No misinformation conf 95%
All instructions (unplug, wait 20 seconds, wait for solid blue, test connection) align with KB guidance for outage recovery.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent guided steps but did not set initial expectations or summarize plan; transitions were functional but not framed.
C2 Met Confirmed understanding conf 85%
Used plain language, repeated for clarity, avoided jargon, and adapted to customer’s fragmented input.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Collected customer info, created record, stayed on call, and saw interaction through to resolution without transfer.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: wait 2–3 minutes for lights to stabilize, then test internet; realistic and actionable.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent remained polite but did not acknowledge customer’s frustration, urgency, or prior failed attempts at resolution.
X2 Met Tone & rapport conf 85%
Adjusted pace, repeated questions clearly, and matched customer’s conversational style to maintain engagement.
X3 Met Overall experience conf 90%
Avoided unnecessary repetition; collected contact info once, gave efficient steps, minimized holds.
Call Transcript19 turns · 21 lines
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 product, please have your devices 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 ]
00:00
Speaker 1
down the line phone hey hey there I need help with our linksys reset system we had a power outage internet connection issue so I'm in the
01:00
Speaker 2
hello thank you for calling Lewis is technical support this is Charm how can I see it today? mm-hmm yes sir
01:00
Speaker 1
[KEEP_UNCERTAIN] systems so getting all of my equipment powered off and getting back to my desk so I can talk to you. So what do you need from me? Well, I wasn't home so I can't tell you. All I know is that I wasn't home. My family was home. No one can tell me I'm here trying to fix where's my towel it was at least 24 hours ago. Yeah. Okay.
02:00
Speaker 2
I see. So just to confirm, you have a power outage and how long is the power outage? Or Are you right. And how long it's been disconnected to the network. Uhuh. Uhuh. All right. There's turnover. Um, can you provide? I Can you provide the model number and the series of your links to the browser.
02:00
Speaker 1
Okay. It is 50 D for David, 10 M for Mary, 27 C for Charlie, 135, 16. can you hear me? Okay. 135, 16. uh 2
03:00
Speaker 2
Do apologize. but you're cutting in and out and the last letter that I have is 27 C. Yes, I can hear you. what is the next of the C sir? got it. and what troubleshooting have you done so far with the Linksys router?
03:00
Speaker 1
nothing other than, um, I just unplugged everything, including my modem. Mm-mm. Uh, it was, everything was green. So, I presume that it is working again. Yep, I did that. It was, it was unplugged quite a while before I called you. So I can plug them both back in now? Okay. I'm doing that now. Okay. So the bottom's
04:00
Speaker 2
Right. And also, have you confirmed if the modem is working already? [silence] I see, okay. Um, here's just the same step carefully unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in. [silence]
04:00
Speaker 1
just showing, power on. I'm sorry, what's the what? Say it again. and right now. Oh, it's it's blue. It's a slow flashing blue. Yes. and the modem. The modem, the modem, it did. And I plugged it back in the same time. So right now it's cycling through it's three, three flashing green lights. Thank you.
05:00
Speaker 2
and what's the light status or up the lenses router? what's the light status of the lenser router? the main node. all right let's wait sir for a minute or two. you just plug it in correct? and you also unplug the modem I see right. let's give it about three minutes I mean two to three minutes or until they are done starting out. all right.
05:00
Speaker 1
Sure. It's Tim Pauly, P-A-U-L-E-Y. And my email address is TGPauley, P-A-U-L-E-Y at gmail.com. Yes, that's 678-777-6860. So the link is node is a steady blue and the modem is still cycling through. Uh so I've got power's green on the modem. The two middle
06:00
Speaker 2
And also so while waiting, kindly provide your first and last name and also your email address for me to create a quick record for you. Got it. And also kindly provide your full number too, just in case this call got disconnected, so that we can call you back. Got it. Thank you so much. So let me create a quick record here. [silence]
06:00
Speaker 1
lights are blue and the last light is green on the on a modem. No, it just turned red. Is blue status on the modem, correct? Okay. Uh it's Xfinity. [silence]
07:00
Speaker 2
Okay. All right, so let's wait for a minute or two. The light status is solid blue, right? On the Lynxkin router. I see, so let's wait here for a minute or two. Um, depending on the modem, there are some modems that the light status are green, and there are some for the blue. And may know who's your internet service provider again. [silence] I assume things get it.
07:00
Speaker 1
So nothing's changed. I got a solid red linksys light, and modem is green, blue, blue, green. Yeah, it's an'arris surfboard SB 6, 1, 9, 0. Okay. 6 1, 9, 0. Okay, my linksys node is now blue, steady blue. OK. So we differentiate the Wi-Fi. OK. And that might have worked.
08:00
Speaker 2
That it's good. It means that it's already connected. But let's double check it. Try to connect to the Wi-Fi again, sir and see if the internet is working already. Yes. Once you connect to the Wi-Fi, to the links to Wi-Fi, then open any website or any application. [silence]
09:00
Speaker 1
uh let me do one more quick test [silence] yep that worked so so I've plugged the rest of the modems in and just let them reboot and they'll be fine or the routers [silence] um okay um and then after it turns solid blue then I can unplug it and relocate it right? okay um I appreciate your help um all good thank you all right bye bye
10:00
Speaker 2
yes, that is correct all right so is there anything else you got this stupid with other than this all right, thank you so much also so and have a good one bye for now
11:00