V2 Rubric Detail — 7fd4af1e-7fca-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:25
Duration
21m 12s
Contact
801-910-3637
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137167
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall62.8% (-7.2)

V2 Grader Summary

While the customer regained internet access, the agent provided technically inaccurate information regarding LED states (T3) and failed to follow the mandatory ISP/Modem isolation sequence (T1, T2) defined in the KB. The resolution was achieved via a power-cycle, but the diagnostic process was flawed.

V1 Case Analysis

No internet on MR20EC despite solid blue LED; accessed router via 192.168.1.1, observed 'connecting' status; power-cycled modem and router; internet restored and confirmed on TV.

Troubleshooting Steps
  • Verified Wi-Fi connection and LED status (solid blue).
  • Accessed router web interface via 192.168.1.1 using default 'admin' password.
  • Reviewed Internet status page: IPv4 address present, connection type 'connecting', no internet address.
  • Instructed power-cycle of fiber modem and router (unplug for ~20 seconds, then replug).
  • Confirmed internet connectivity on TV after reboot.
Key Observations
  • Agent correctly accessed router via 192.168.1.1 and used default 'admin' credentials per KB guidance.
  • Identified 'connecting' status on Internet page as a WAN-side issue despite IPv4 assignment.
  • Power-cycle of modem and router resolved the issue, a valid standard troubleshooting step.
  • Agent incorrectly interpreted magenta/purple LED as 'not yet configured' after internet was restored, contradicting KB (led_intelligent_mesh_consumer.md). Solid purple means 'Ready for setup' (pre-configuration); solid blue means 'Online and healthy.'
  • Model number (MR20EC) was not explicitly confirmed due to garbled customer input; agent proceeded with correct MR Series troubleshooting.
  • Customer email (9@g-will.com) was initially misheard but corrected before case closure.
Positive Highlights
  • Successfully guided customer to access router via http://192.168.1.1 using correct default 'admin' password.
  • Correctly identified 'connecting' status on Internet page as abnormal despite IPv4 assignment, indicating WAN-side issue.
  • Applied a correct and effective power-cycle procedure for both modem and router, resolving the issue.
  • Confirmed resolution by having customer test internet connectivity on TV and laptop.
  • Collected customer contact information (email) for case documentation.
Agent Errors / Gaps
  • Incorrectly stated that magenta/purple LED indicates 'not yet configured' after internet connectivity was confirmed. Per KB, solid purple means 'Ready for setup' (pre-configuration), while solid blue indicates 'Online and healthy.' This misinterpretation could confuse the customer about router state.
  • Did not confirm the model number with certainty. Customer stated 'MRO? What is er 20 EC' (garbled), and agent did not repeat or verify it clearly, though serial number was captured correctly.
  • Did not address customer confusion about whether a fiber connection requires a modem or ONT, leaving the question unanswered.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working after power-cycle: 'Yeah it is... it’s working... perfect.'
R2 Partially Met Diagnostic thoroughness conf 94%
Agent checked router UI and IP status but skipped critical step: verifying modem/WAN connection directly (Step 1 in universal_isp_modem_diagnostics.md) before concluding router-side fix.
R3 Partially Met Correct resolution path conf 89%
Agent performed troubleshooting, but did not verify warranty status or product support lifecycle. MR20EC is a business model (per KB) and may have different support expectations; agent treated it as consumer without confirmation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptoms and asked relevant questions, but failed to logically sequence diagnostics: checked router IP before confirming physical WAN link health or isolating ISP issue (per universal_isp_modem_diagnostics.md Step 1).
T2 Partially Met Appropriate tools / resources used conf 91%
Agent used router UI appropriately but did not use the most critical tool: direct connection test to ONT/fiber terminal to rule out ISP-side issue. Relied on customer description of lights instead of guiding full isolation process.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated solid blue means 'already connected' while the UI showed IPv4 'connecting' and no gateway. Furthermore, agent stated magenta/purple means 'not yet configured' (contradicted by led_intelligent_mesh_consumer.md which states solid purple means 'Ready for setup'), despite the device already being configured and passing traffic.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but had multiple unexplained silences, abrupt transitions (e.g., sudden request for email), and failed to frame the diagnostic path clearly.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated instructions ('type in admin'), and confirmed actions ('can you open a browser?'), adapting to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and followed through to resolution confirmation.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (power-cycle, wait) but introduced an unnecessary request for email/name mid-troubleshooting, creating friction. No timeline given for reboot process.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given eventual resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but used minimal empathy language ('I see') and did not acknowledge customer frustration from repeated resets or ISP referral.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, allowed time for navigation, repeated steps when needed, and confirmed understanding throughout.
X3 Partially Met Overall experience conf 88%
Customer had to repeat model/serial info due to initial confusion; agent requested personal info during active troubleshooting, increasing effort.
Call Transcript34 turns · 39 lines
Speaker 1
Hey, I'm just trying to get my internet connected and my internet service provider told me to call the manufacturer of my router just to get it configured correctly.
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. Hello, thank you for calling Linksys Technical Support. This is Charm. How may I assist you with today? I see. All right. Now, let me assist you with this concern. And for how long have you been experiencing the issue, sir, like no internet connection? I see, sir. Now,
00:00
Speaker 1
**. 5 give me one second is that the WPS I'm so sorry okay so the the model number**.
01:00
Speaker 2
This device is working before. All right. So, can you provide for the model number of your lynx router and also the serial number? [silence] No, sir. It's the serial number and the model number is under the lynx's name.
01:00
Speaker 1
What is a MRO? What is er 20 EC I'm 5 0 U 1 0 M 1 B C 03286. Uh yeah. It's uh, uh, it's fiberwave. Just one.
02:00
Speaker 2
Got it. How about the serial number? Okay, to go from there. Got it. And also, sir, may I know who is your internet service provider? Um, fiber wave. Okay, fiber wave. Mm-hmm. And how many routers do you have, sir? It's only this one. And did you
02:00
Speaker 1
Just plugged it into this is fiber internet, so I don't think you need a modem, right? Yeah, it's plugged in. So on the internet port, it's a blinking orange light and then a solid green light. It's just a solid blue light. Thank you.
03:00
Speaker 2
uh: um, Alright. So yeah, did you plug it in? And what's the light? That is. what's the light status? Or what's, what is the light color of this router? How about in front of the router, sir? Solid blue, it means it is, it is already connected.
03:00
Speaker 1
Yeah, I already tried to reset it. Probably 20 seconds. No, I was on a call with somebody at the Internet Service Provider. Try to connect the default what?
04:00
Speaker 2
When you plug it in, sir, did you reset this router? All right, how long did you hold the reset button? And how did you set it up, sir? Did you set it up using the app? Because you mentioned that the light status of this router is now solid blue, it means it's already connected. Um, have you tried to connect to the default Wi-Fi name of this router? Default Wi-Fi name. Um the default Wi-Fi name is under the router.
04:00
Speaker 1
uh- yeah [ silence ] it's I have I have my device just connected to that name, but there's no [ silence ] internet being provided [ silence ] Oh right [ silence ] let [ silence ] yeah [ silence ] an iPad [ silence ] yeah. [ silence ]
05:00
Speaker 2
Router. You will see it under the router. It is printed on the label. All right. So devices are connected, but no connection. Internet connection. Do you have a laptop or an iPad that we can use to access the interface of this router? Yes. An iPad, a computer, or a laptop. And make sure that it is connected.
05:00
Speaker 1
Yeah, it is. Yeah. Mm-hmm, hm. And then press Enter.
06:00
Speaker 2
like the default Wi-Fi name of this router. Alright, so it is connected connected, but no internet connection, right? Can you open a browser, sir? Or okay, on the address bar, sir, can we type in 192.168.1.1. Yes.
06:00
Speaker 1
Okay. So it's making me to download an app. Okay. Just it's saying one moment and it's loading. [silence] It says access router. Just A-D-M-I-N. [silence]
07:00
Speaker 2
All right, click the click the image of the phone or the photo of the phone. All right and is it asking for you to enter router password? [silence] All right. Can you type in admin all lowercase?
07:00
Speaker 1
Okay, I got it. (through.) Yeah. Mhm. What do, want me to click? Okay. Just click. [silence] Paul Des Cada_cfg format: tg wrote, okay. [silence] Okay.
08:00
Speaker 2
and you are back to the blue page. Click troubleshooting, please. And under the status, sir, there are two options, devices and report, click report. Yes. All right. And then, can you see the Internet connection IPv4? All right, can you tell, me, sir, is there any numbers showing on
09:00
Speaker 1
Yeah. Sorry. I'm I'm those memes. Heh. [silence] Connection time? Heh. It says connecting.
10:00
Speaker 2
on that page All right. Can you tell me, sir, what's the um internet address showing uh, I see. Get it. And how about the connection type? Is it automatic configuration? Um, connection type. Mm-hmm. All right. So, you are under the internet connection, IP before, right? Under the report, mm-hmm.
10:00
Speaker 1
Give me a second. So I see IPv4 address, that's the number I gave you, and then in another section, I see internet connection IPv6, connection type is connecting, and then the internet address is blank, everything's blank other than just the connection type, connecting.
11:00
Speaker 2
You will see their connection type, internet address, next, available IP address, default gateway okay. Some connections like connecting okay. All right. Scroll down to go to, I mean, scroll up. find the internet connection ipv4, not the IPv6.
11:00
Speaker 1
Oh, I see I see is a little higher. Yeah, it's it says automatic configuration. Yeah, it's 10.2.0.208. Yeah. Okay.
12:00
Speaker 2
Mm-hmm. How about the internet address? Is there any numbers? And that's the internet address. Okay. I'll enter it here. Yeah. Alright. Scroll down and go to the port table. Alright. On the port table, sir, kindly tell me.
12:00
Speaker 1
Yeah, it's under one gigabit per second. [silence] No, I don't. [silence] No, I don't think so. [silence]
13:00
Speaker 2
If there is an X-Marc on their internet, okay. Do you have any laptops where that, you can wire directly your internet connection? Or I mean your modem or your internet source. Okay, so you don't have a computer or a laptop that you can wire your internet source.
13:00
Speaker 1
How about this one there? All right. Nose directly to the wall. Okay. Yeah. [silence]
14:00
Speaker 2
Okay, one moment here. How about this one, sir? We will price Powercycle this router. Kindly unplug both the modem and the router from the power source, sir. And wait for 20 seconds before you plug it back in. Uh. Your your fiber wave um, device, sir. I mean, internet source, sir. Is it uh, directly to the wall or is there a modem? All right, so yeah, kindly unplug that one, sir? From the um, router and wait for 20 seconds before you plug it back in. All right, so kindly plug it back in there. Plug it back in. The cable.
14:00
Speaker 1
okay, that's all plugged back in. Um on the internet port, on the front, it's a blue light blinking. [silence]
16:00
Speaker 2
All right, and what's the light's status? I'm in front of the router. All right, let's wait until the the device is done rebooting. And also, sir, while you're waiting, can you provide your email address and also your first and last name for me to create a record for you? Yвре emailer address and your first and last name for me to create the record. Okay, it's kicked so that 9@g-will.com. It's now salted purple. okay. Let's just wait sir for a minute or two.
16:00
Speaker 1
Yeah it is. I think the internet might be working now. Yeah it looks like it's working doing. Was that just a reset that was needed? Yeah. My laptop.
19:00
Speaker 2
All right. So what's the light status? Is it still called it purple or a magenta? All right. So, if it is working. Yes, it is, but the light status is magenta. It means that it is not yet configured, but you mentioned that you have it already have internet connection. Right? Did you access it on your laptop or your phone?
19:00
Speaker 1
Yeah, let me try and access it on the TV. That'll be a good indicator. Okay, 1 second. Yeah, it's working. Okay, perfect. Thank you. [silence]
20:00
Speaker 2
All right. So you're logged up and you tried to open a website. Okay. Yes. Try to access it on the TV and see if it's working. [silence] All right, sir. So since it's still working, then you may now enjoy your Wi-Fi. And if there is a problem, then you can contact us back. All right. Is there anything else? Thank you. to get this to work better than this. All right. Thank you so much and have a good one. Bye for now.
20:00