V2 Rubric Detail — 781f9e20-8207-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:46
Duration
17m 38s
Contact
406-868-0620
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137680
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall80.6% (+0.6)

V2 Grader Summary

The agent correctly diagnosed and resolved the internet outage by identifying a modem failure and guiding a power-cycle, resulting in fully restored connectivity (R1 Met). Technical accuracy was high with proper diagnostic steps and factually correct guidance (T1-T3 Met). However, the interaction suffered from poor communication framing, lack of empathy, and failure to reduce customer effort, leading to partial/met ratings in communication and failing customer experience scores (X1-X3 Not Met). No escalation or ownership gaps were present.

V1 Case Analysis

No internet on MR9610; resolved via modem (Cisco DPC3216) power-cycle. Customer confirmed connectivity restored on phone and online game.

Troubleshooting Steps
  • Verified router LED status and Wi-Fi visibility on customer's phone
  • Confirmed WAN cable connection from router to modem
  • Identified modem model (Cisco DPC3216) and checked its light status
  • Instructed customer to power-cycle the modem
  • Confirmed internet restoration via customer testing on phone and online game
Key Observations
  • Agent correctly diagnosed the issue as upstream (modem) rather than router-specific, based on Wi-Fi visibility and solid router light
  • Power-cycle instruction was accurate and effective, aligning with standard ISP modem troubleshooting
  • Agent did not verify router admin access or WAN settings before concluding the modem was at fault, though this did not affect resolution
  • Customer confirmed resolution through multiple methods (web browsing, online gaming), providing strong validation of the fix
  • Agent failed to summarize the root cause or resolution clearly, and empathy was limited
Positive Highlights
  • Successfully collected model (MR9610) and serial number despite customer difficulty locating them
  • Correctly identified the upstream modem (Cisco DPC3216) and its role in the network topology
  • Provided accurate and effective troubleshooting by guiding a modem power-cycle, which resolved the issue
  • Confirmed resolution through customer testing on multiple devices and services (web, game)
  • Correctly interpreted the router's solid blue light as indicating normal operation post-fix
Agent Errors / Gaps
  • Did not verify router admin access or WAN settings before concluding the modem was at fault
  • Did not acknowledge customer frustration or provide empathetic reassurance during troubleshooting
  • Failed to summarize the resolution or offer preventive tips (e.g., periodic modem reboots)
  • Missed opportunity to document customer email and create a case for future reference

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: "I can open a website now... I'm starting an online game and it is connected... I am now accessing the internet" after modem power-cycle
R2 Met Diagnostic thoroughness conf 95%
Agent identified modem as failure point, asked about LED status, and instructed targeted power-cycle that resolved the issue
R3 Met Correct resolution path conf 95%
Agent correctly determined issue was with modem (ISP equipment), not router, and pursued appropriate troubleshooting without unnecessary escalation or RMA
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked about LED status, reset history, Wi-Fi visibility, and modem behavior — systematically narrowing to root cause: modem offline state
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; agent used simple, correct physical intervention (modem power-cycle) appropriate to the scenario
T3 Met No misinformation conf 95%
Agent correctly stated solid blue light means settings intact and router depends on modem — factually accurate per KB
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to set expectations, frame the process, or summarize findings; multiple silences and abrupt transitions
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not confirm understanding or adapt to customer's visible confusion (e.g., repeated model number searches); no comprehension checks
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer unnecessarily
O2 Not Applicable Proactive follow-through conf 95%
Issue resolved during call; no follow-up or disconnect/callback commitment was made
O3 Not Applicable Closure confirmation conf 95%
First contact with no prior history; nothing to reference or hand off
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue resolved at L1
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred and none was warranted — issue resolved at L1
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration or expressed empathy (e.g., no 'I understand this has been stressful') despite customer expressing confusion and helplessness
X2 Not Met Tone & rapport conf 90%
Agent continued with rigid questioning despite customer's emotional state and repeated confusion; failed to adjust pace or tone
X3 Not Met Overall experience conf 95%
Customer repeated model number, serial, Wi-Fi name, and connection status multiple times; agent did not consolidate information or reduce redundancy
Call Transcript34 turns · 35 lines
Speaker 1
Well, welcome to the question. Thank you. Hi there. My linksync router appears to be Kaput. So I mean that it isn't working. It is not working. I can't I can't access the internet. That's what I'm trying to find. Oh, here it is.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Can I help? Sorry, what do you mean by that? I got it. What's the serial number and model number of that?
00:00
Speaker 1
Okay, the serial number is a 32L 10 J 0b A17634. Let me see, name, password, recovery. Where would I find that? Is it what's a WPS? That's not the model, right? That is, okay, it's, that's not it. Okay. So where would I find it? Is I don't see anything on the bottom, wait a second. Uh, I C F C C ID, um, Oh, model number and serial number. Must be on the box. Please be on the box. Must be on the box. I came with iron, it's right. Okay. Then what is this? This mean turn white? What? [silence] Um, the small box side? On the bottom beside? Uh, under the label? A good WPS, X10 which side is? I only know this. [silence]
01:00
Speaker 2
got it and the model number that that that that that's that the model yes but that that that's not it uh no
01:00
Speaker 1
mr. nine six one zero. my first name is Hillary H-I-L-L-A-R-Y my last name is ramzahd R-A-N-S-Z-A-H-D. as in dog E-L-L. H-I-L-L-A-R-Y mr. nine six one zero.
02:00
Speaker 2
Okay. What is your first name and last name, so I can create a record for you? for one more time. I was able to catch up. So that's R-A-N-S H R-A-N-S H got it.
02:00
Speaker 1
HJR L-E-W-I-N-G-N at gmail.com. How do I find that out? I didn't even think about that. Yeah, I'm not I'm not sure who the internet provider is. I don't know how I know that. Oh yeah. Yeah, that's it.
03:00
Speaker 2
What is your email address? And what is your internet provider? Not sure. Maybe Spectrum, AT&T.
03:00
Speaker 1
I think it's just amazing to me that, you know, we live in this tech and it's we just take it for granted and it's just there and then we don't know anything about it when something goes wrong. Anyway. It is red, solid red. Well, I've tried restarting it. I've that's basically what I've tried to do. Um I try I actually I tried restarting the actual uh box that brings the signal in. Um So I guess those are some of the things I've done. You know the cable. Uh what you call it? Modem?
04:00
Speaker 2
um what's the light of the router the light in front you know what's the color of the light called red and what troubleshooting have be done so far prior to calling but you did not you did not reset the router right you did not press the reset button
04:00
Speaker 1
yes. Oh, yes. I've done that before. I've done that several times. I didn't do it this morning or just now. But I've done I did it a few times last night, but if you like. I can try it again. uh. okay. where on you mean on my phone? Do you say on my WiWi is on the HJR home 2 has no internet connection? That's the name of my Wi-Fi. It's showing that my home my internet is called HJR home 2. That's the name of the network. And
05:00
Speaker 2
Right. I know, I'm just asking. So if you go to your phone settings, Wi-Fi settings, can you still see the Wi-Fi your Wi-Fi or you can't? No one. On your phone settings? Yes. Go to Wi-Fi settings and check if you can still see your home network Wi-Fi? So that's still showing. Okay.
05:00
Speaker 1
Yes, there it is. And it's, uh, it's the box is yellow, it's it says internet, there's a uh thing plugged into it, one of those clippy things that plugged in. And there is one green light and one flashing yellow light. Okay, okay. I did check all of these things last night. It is plugged into the yellow box, you know the plug-in, that's yellow colored. It says ethernet, ethernet. It [silence]
06:00
Speaker 2
Okay. At the back of the router, there are ports. One of the port is labeled internet. Is that where the cable plug into or now? And the other end of that cable connect to the internet port of the router, where is that connected to? What device?
06:00
Speaker 1
It says ethernet. This is, Yeah, not, let me find it, let me get it. This, this thing says Cisco. Oh, excuse me. DPC 3216. Wait a minute, at the bottom there's something else. um, Yeah, mode DPC 3216. fiscal. Yeah, Cisco. C-S-C-O. All of the lights are green. Power is green. DS is green. US is green. So, in and out. online is green and link is sort of flickering every once in a while.
07:00
Speaker 2
Yeah, what device is that? Is it the Spectrum modem? Can you give me the model number? Just the model number, don't need for the serial. And you said it's Cisco? Modem?
07:00
Speaker 1
[KEEP_UNCERTAIN] By the way, this happened last night and I was, you know, it didn't like fix itself overnight or anything, so. I mean, it's just, it's not coming improve overnight. I can I've done that several times. yesterday but I'll do it again. Okay. Power's on. The lights are flashing. We got... Doesn't look like anything's coming back on now.
08:00
Speaker 2
Let me just check that real quick. Can you turn off the modem and turn it back on? Just quick off and on. Try again.
08:00
Speaker 1
Nothing is on, except the power light. Link is on the modem, link is blinking. Okay, now DS is blinking. S is blinking and DS is solid. Link is solid. S is solid and online isn't saying anything. It's dark. No, online is flashing now. Link went off. Oh my goodness. So, link is is went yellow and then went off. Online is solid green. S, DS and power are all solid green. Link is flashing again. Green flashing. blah, blah, blah, blah, blah, blah, blah, blah, blah, blah, blah, blah. What? check the port. Oh, it doesn't have a port. Oh, wait a second. Wait a second. here's the computer. Hold on, hold on. but it's not just the computer. You know, my phone can't go online.
09:00
Speaker 2
Do you have a computer that we can use? No, you you can use. Yes. So what what we get? I'm sorry to God you but does it have Ethernet port can you check? Thank you. Check if your computer have Ethernet port because if if yeah.
10:00
Speaker 1
um, yes, you're thinking it's oh you know what now just now this is very strange the linksys router is showing a solid blue light right now, I will check, I'll open up a window, it says Safari can't open the page because the server where this page is located isn't responding.
11:00
Speaker 2
Yeah, we're gonna check the the internet coming from the modem, because if you can see the Wi-Fi name, and it's a showing, that means the reset that you did did not work. It means it the the the settings still the same. Everything is the same. Your link system, rather is relying on the modem. Now I'm thinking the modem is actually offline. It's not the router. Hmm. What happened? Maybe that's a good sign. Can you can you check if you have internet now?
11:00
Speaker 1
Okay, so that's an interesting thing right there. I just looked up the first thing that came into my head, which was major Payne, M-A-Y-N-E, and behold, I got a web page talking about major Payne. Interesting. Interesting. Yeah, I googled something and it came up. Yeah, that is good. I mean, the lynxis, the lynxis light is a solid blue, which I've not seen in over 12 hours. I'm trying to, yeah, let me see. I'm trying to start a, oh, this is going. This is good. This is potentially good.
12:00
Speaker 2
Do you mean to say you can open a website now? Well that's good. Oh. I guess that solved the problem, right?
12:00
Speaker 1
All right, hold on. I'm starting an online game and it is connected. It is connected and running. Well, that is good but I can't understand what the what the issue I had was. You know, I mean, I Yes. Yes, now it is online. Why did it not go online? Why? What was the problem there?
13:00
Speaker 2
[silence] Uh-huh. Great. That's good to hear. The good thing actually is after you performed the reset, it did not reset the router. Uh that's a good thing. So that means the problem is not the router. The problem was the modem. It was not um online. Now it is online. So.
13:00
Speaker 1
That's true. It's possible. But it does seem to be working now. So I think that's great. I hope it continues. I I think we're I think we're okay at this point. I can't think of I mean the issue was that I couldn't access the internet and I am now accessing the internet so that seems to be the end of the issue for wait a second. Why does it go to sleep? My computer just it just the whole screen went dark. It says no signal entering power saving mode. What happened then? What? This is my the monitor for
14:00
Speaker 2
I'm, I'm not sure, but possible. possible. Right. Good. Right. I guess again that's help the problem. Right? Or anything else I can help with? Questions?
14:00
Speaker 1
wasn't the display because gosh what could it be? I mean I I didn't move anything. I didn't pull anything out. Everything is plugged in. The the links. Yeah okay the Linus the light is still on. Yeah the light the blue light that is. The blue light is still on. And I'm checking at the monitor plugs and they are all well.
15:00
Speaker 2
Oh, no signal? usually, the cable gets disconnected, but it's not the internet problem. It's more like a physical connection of the computer. Maybe the display got disconnected or the VGA, or something HDMI. that I'm not sure about, but I'm sure that doesn't sound like internet problem. They said, "No signal." right? "No signal." Not in the browser. Right? Hmm. Hmm.
15:00
Speaker 1
Darn it. The cable box is good and the router is good, so whatever happened is something else, apparently. Let me go on my phone and see if I can get it. Yeah. This is good. I got the internet on my phone. Let me see if my email comes in. Checking for a mail. Downloading 129 messages. Okay, so we're good there. So there's something weird going on here. Well, I won't waste anymore of your time. If I find anything new or hopefully things resolve again, I will... Anyway, I'll call you back if I need to. Yes, that'll be...
16:00
Speaker 2
Sure sure. you can use your phone number as a ticket reference number. [silence]
16:00
Speaker 1
Good. Do you have it? Correct. Yeah, that's it. So if I need you, I'll call you back. Thank you very much. I guess not, not for now. I don't know what happened. I wish I knew but we'll figure it out, I hope. Thank you. You too. Bye-bye.
17:00
Speaker 2
okay, I think I'll say... Oh yeah, I do have your phone number. That's M four zero six eight six eight zero six two zero. Okay, cool. We're happy to help. And questions, other questions? You're very welcome. Okay. I hope you have a good one. You take care. Thank you so much. Bye bye. [silence]
17:00