V2 Rubric Detail — 7c52bfc8-6f55-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:47
Duration
21m 38s
Contact
Caryll Lowell
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134538
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_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
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution3.44/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (-3.5)

V2 Grader Summary

The agent conducted accurate and logical troubleshooting, correctly identifying the modem as the source of the internet outage. While the Linksys issue was not fully resolved, the diagnostic path was sound and appropriately directed the customer to Spectrum. Ownership was maintained, and the customer was given a case number for follow-up. Escalation was not warranted as the issue was external to the device. The outcome is a partial resolution due to correct diagnostics without final resolution.

V1 Case Analysis

Customer reports MX2000 solid red, no internet. Performed power cycle, tested modem directly via Ethernet. No internet access confirmed at modem. Issue isolated to ISP (Spectrum). Advised customer to contact Spectrum. Case #134538 created.

Troubleshooting Steps
  • Collected product model (MX2000) and serial number (M50D10ONM36TFISCHLRIE14158)
  • Guided full power cycle of Spectrum modem and Linksys MX2000
  • Verified router LED status (solid red)
  • Instructed customer to connect computer directly to modem via Ethernet
  • Tested internet access on modem-connected computer
Key Observations
  • Agent correctly followed the escalation guide's Step 1: power cycle and test speed directly at the modem.
  • Agent accurately interpreted the solid red LED as a WAN/internet connectivity issue per KB guidance.
  • Agent isolated the problem to the ISP by bypassing the router, a correct and efficient diagnostic step.
  • Agent provided a clear, actionable next step and a case number for continuity.
  • Agent did not explicitly acknowledge customer frustration, which could have improved communication.
  • Slight inefficiencies in pacing and confirmation (e.g., [18:00] not immediately confirming the failed modem test) slightly slowed the call.
Positive Highlights
  • Correctly collected the model number (MX2000) and serial number (M50D10ONM36TFISCHLRIE14158) from the customer at [03:00].
  • Followed proper troubleshooting hierarchy: power cycle, verify router status, test modem directly — aligning with universal_escalation_guide.md Step 1.
  • Accurately diagnosed that a solid red LED indicates no internet connection from the modem.
  • Correctly instructed the customer to test internet by connecting a computer directly to the modem via Ethernet cable.
  • Reached a valid conclusion that the issue lies with the ISP (Spectrum) based on test results.
  • Provided a clear next step (contact Spectrum) and issued a case number (134538) for future reference.
Agent Errors / Gaps
  • Did not explicitly acknowledge the customer's frustration or prior effort with Spectrum, which could have improved rapport.
  • Slight delay in confirming the outcome of the modem test; could have summarized the finding more clearly at [18:00] before concluding.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the modem as the likely source of the issue by guiding a direct Ethernet test, but did not resolve the customer's core issue (Linksys solid red light) or confirm if the router itself was faulty. The case was closed with a referral to Spectrum, not a full resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided the customer through a full power cycle, observed LED behavior, and correctly recommended a direct Ethernet test to the modem — a logical and appropriate diagnostic step that isolated the issue to the ISP side.
R3 Partially Met Correct resolution path conf 85%
Agent did not verify warranty status, but correctly assessed that the issue was upstream (modem/ISP) rather than a Linksys hardware fault. For an in-warranty device, referring to ISP for external connectivity issues is appropriate. However, no confirmation of warranty or product status was made.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the solid red LED as indicating no internet connection, asked targeted questions about recent changes, and logically deduced the need to test the modem directly — demonstrating a sound diagnostic process.
T2 Met Appropriate tools / resources used conf 95%
The agent used a direct Ethernet connection to the modem as a diagnostic tool — the most appropriate method to isolate whether the issue was with the modem or the router. No further tools were needed.
T3 Met No misinformation conf 95%
All technical guidance — solid red = no internet, need to test modem directly, power cycle sequence — was accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control and provided clear step-by-step instructions, but there were multiple long silences, no initial framing of the process, and no proactive management of expectations or transitions.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'unplug the power cord', 'plug it back in') and avoided technical jargon, making instructions accessible to a non-technical customer.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the customer throughout the call, provided a case number, and did not transfer or abandon the case. Ownership was maintained from start to finish.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a case number and informed the customer they could call back, but did not set a clear timeline for follow-up or specify what would happen next if Spectrum failed to resolve the issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed, and none was warranted — the issue was correctly identified as ISP/modem-related, not a Linksys hardware or software fault requiring engineering escalation.
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 85%
Agent did not explicitly acknowledge frustration, but remained patient and courteous throughout despite customer pauses and confusion. Tone was neutral and solution-focused, which meets a baseline standard of professionalism.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and repeated instructions when needed, adapting to the customer’s slower rhythm. However, there was no explicit check for understanding or adjustment in tone beyond basic clarity.
X3 Partially Met Overall experience conf 85%
Agent required the customer to perform several physical steps (unplugging, reconnecting, testing), but these were necessary for diagnosis. The process was logical and minimized unnecessary repetition, though remote tools were not available.
Call Transcript31 turns · 37 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.links Support dot 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. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear more about your service options, press two. [silence] To hear these options again, please press nine. For out of warranty product paid support option may be available depending on the issue. hello, thank you for calling Linksys. My name is Bell's. Is this your first time calling? hello. please check if your volume and Mike is enabled. After ten seconds if I still get no response we'll have to end the call. Hello, can you hear me? Sorry. Alright. Just to confirm once again, is this your first time calling Linksys Technical Support? May I have your first and last name? [silence]
00:00
Speaker 1
Carol Lowell. L-O-W-E-L-L. C-E-S-I-D-E-Seaside-7b at gmail.com nine-one-zero three-four-zero zero-zero-five zero-two. Um. No. It looks like two small white cubes. Yes. You want the serial number underneath it? Yes. M. five- zero. D one. zero. O. N M. three. six. T. F. I. S. and C. H. A. R. L. I. E. one. four. one. five. eight. Spectrum. The model
02:00
Speaker 2
I'll have the serial number of the Link sys device that you connect wired directly to the internet provider located on the sticker, the label of the serial number. who is your internet service provider? All right. The model number of your Linksys device is MX2000, is that correct?
03:00
Speaker 1
Mx 2000 is correct. Um, I'm not getting Wi-Fi and so I can't run my computer or my television and it's just gone out. I've called spectrum. I just got off the phone with them and they, uh, I have the spectrum box and they do have power and they do, uh, say that it's working. But my links is suddenly has red lights on the top of them. So Yes ma'am. [silence] [silence]
04:00
Speaker 2
All right, what is the problem with your Linus' devices? [silence] Okay, solid red light at the top of them right now. [silence] Solid red, that means that your Linus doesn't have an internet connection.
04:00
Speaker 1
mhm, right. I was told by, guided by spectrum to unplug the power cord and for both modem and the router so we unplugged everything. then plugged back in the the modem, the spectrum modem and that powered it up so that they were able to see the modem was working and and then I plugged back in the Lynxess and initially I saw a blue light flashing but then it turned red. it wasn't, it blew at first.
05:00
Speaker 2
__ Now, what have you done so far, after you saw the red light?
05:00
Speaker 1
I tried to plug the power cord back and I didn't disconnect any of the other cord on the back of the Lexus.
06:00
Speaker 2
Well, if you have done the power cycle and if it's still solid red, then that means you need to double check the modem. It could be easy to say that they can see remotely that the modem is receiving internet connections. But what is important to check here is if the modem device itself does have internet connection. So, in order to check that, it could be helpful if you connect a computer or a laptop using a cable directly to that modem. In that way, you can accurately check.
06:00
Speaker 1
Mm-hmm. Okay. All right. Right. Right. Oh. Well. Sorry, that's just... Oh, okay. Well, I have to go back. Sorry. Okay. All right. Bye.
07:00
Speaker 2
[ silence ] [ background noise ] this modem device is. is now or not because their Linksys still shows solid red lines. We can still, um, redo the power cycle. Maybe that was just, um, what you call this? the modem hasn't, you know, uh, refresh itself with the connection. Okay. But, um, if we do the sequence thing, we will try if the Linksys will be still red or not. If it's still red, then we need to bypass the Linksys. We need to double check first the modem if that is really online because your LinkSys is wired connected to the modem in order to have internet connection. You try to, how about you try right now to unplug your spectrum modem using the power cord from the outlet. You do the same with your two LinkSys device. just to power cord
07:00
Speaker 1
both power cords to the modem and the linksys. [silence] all right. [silence] all right, that's done. [silence] all right.
08:00
Speaker 2
Okay. You just want me to? You can just unplug it right now. And as soon as you're done, just let me know. And just to confirm, right now you have no power on on this particular box. Okay, I'm going to plug in the terminals first, and then we'll wait until it has a full power. Yeah, I can't show you the indicators lights, but it's a solid voice.
08:00
Speaker 1
All right. It's booting up now. I think it takes about two minutes. Can you see on my account when I first registered this Linksys? Oh. Sorry. Joe [silence]
09:00
Speaker 2
[silence]
09:00
Speaker 1
Oh, okay. I think I've had it about two years. And I really liked it. It's much better than the spectrum router. It's very convenient to have a second one too, that's in the family room. [silence] I believe it's up now. I have two blue lights on the on the modem. Right. Just the power cord. Mhm. Yeah, I never disconnected any of those things. Yes, ma'am. Uh-huh. I remember her.
10:00
Speaker 2
Okay. And then what we're going to to plug in next is the Linksys that is just near your spectrum modem. So go ahead and plug that in. Yeah, just plug the power cord. But this is still connected wired to your spectrum modem, right, as of now? Okay. All right. Yeah. Just the power cord. Uh we're going to plug it into the outlet. Um normally it will still show like a slowly pulsing blue light and we're going to wait until it shows either solid blue or solid red. Just let me know.
11:00
Speaker 1
[silence] And now it's solid blue. Oh. I looked at the one in the family room. The second One and it's blinking red. Oh. Oh, it just turned red. The main node just turned red. That's what happened before. What does that mean? Okay. Mm-hmm, mm-hmm. It has a little white, little white clip. Take it out and put it back in. All right.
12:00
Speaker 2
Yes, because it depends on this links is main node. Can you try to yeah, that means your links this cannot detect internet connection from the modem. Can you try to unplug the, uh you just have to follow the cable, uh from at the back of your links is going to the spectrum modem. So you can locate this cable where it connects them both. You try to unplug that cable from the spectrum modem, just a second and you put it back in. Yeah. Yes.
14:00
Speaker 1
All right, I did that and now it's blinking blue again. It's a pretty tight six in all of these boxes have moved at all since I first took installed the links is hmm. No, it's red now solid red, yes.
15:00
Speaker 2
[silence]
15:00
Speaker 1
I have my computer right here on the desk with both modem and router, yes, I could plug something into the back of it. All right. Can I take the one out of the back of the Linksys? All right. That's the one I just unplugged, right? The white one?
16:00
Speaker 2
okay so um can you please check if we can um, yeah, we're gonna use a cable, ethernet cable to connect this computer directly to the spectrum modem. Yeah, you can use that.
16:00
Speaker 1
[silence] All right. So that's directly connected from my spectrum modem into my computer. uh it's an Apple. right I'll see what I can up in here. Nope. I tried. This says Safari can't find the server. oh sorry. Amazon. let's see I'm using Safari
17:00
Speaker 2
Okay, this is Apple. Just open any browser. You can open Safari or if you have Chrome and you just access any website, you can go to Amazon.com or CNN.com, let me know if you can open that website. That should be needed online. What website did you try to access? What a website are you trying to access? I see. All right. So, that... Yeah, you see... [silence]
18:00
Speaker 1
okay one of my utilities spectrum nothing to count nothing's working all right so I
19:00
Speaker 2
Safari, try another website, aside from Amazon. Okay. Yeah, a website that needs to be online, so you can check if he can open the website or not. Okay, so if you cannot access the Amazon.com then it means that the the modem isn't responding internet connection. And that is the reason why the linksys keeps showing a solid red line. And so the um, you will call spectrum um, you can inform them that uh we tested the linksys.
19:00
Speaker 1
uh, uh, uh, correct. Okay. Okay. So back to spectrum. Thank you for your help. At least we got it narrowed down to that. So do you make a record of this? If I have to come back to you to help me get it hooked up? Because it, Mhm, all right. Thank you. 13453 All right.
20:00
Speaker 2
it still shows that there's no internet connection detected coming from the modem and you have also connected the modem hardwired using your Mac computer and you can access websites so they will know that this modem is offline. yes, no worries. thank you for your time. yeah. yeah. Yeah, well, yeah. you can have this this number. if you will need to call this back, you can provide this case number so we can easily pull up your record. So this case number is 1 3 4 5 3 8. yes, 1 3 4 5 3 8. [silence]
20:00
Speaker 1
134 I'm sorry say again. Oh, 538 okay. I didn't hear that last part. Alrighty. Thank you for your help. I hope I don't have to call back. All right, have a good night. Bye bye.
21:00
Speaker 2
One three four five three eight. Yeah. You're welcome. All right. You too. All right. Bye bye.
21:00