V2 Rubric Detail — 7fe50440-6373-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:51
Duration
13m 27s
Contact
Ivan Kuhn
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00132666
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.2% (+29.2)

V2 Grader Summary

The agent correctly initiated a factory reset for a solid red WAN light, following proper reset procedures. However, the interaction lacked full diagnostic rigor — notably skipping direct modem testing — and ended without confirmation of resolution. The case achieved partial progress but did not reach a verified fix, resulting in a Partial Resolution outcome.

V1 Case Analysis

Router shows solid red LED; customer cannot access admin page due to missing recovery key. Agent failed to collect model/serial, provided incorrect recovery key guidance, and suggested factory reset without verification. No resolution confirmed.

Troubleshooting Steps
  • Asked about power cycling modem and router
  • Waited for router LEDs to change (blue flashing, then red)
  • Guided customer to open a new browser tab and navigate to http://myrouter.local
  • Requested recovery key for admin login
  • Suggested a hard factory reset of the router
Key Observations
  • Agent never collected product model, serial number, or warranty status — a critical protocol failure for troubleshooting.
  • At [11:00], agent gave materially false technical advice: claimed the customer could use a 'password created earlier' to bypass recovery key requirement, which contradicts Linksys KB.
  • No verification of WAN cable connection or modem status despite the ONT showing solid amber — missed upstream diagnosis.
  • Call ended without confirming whether the reset was performed or if it resolved the issue.
  • Agent failed to explain that the recovery key is a factory-printed code on the router label, not a user-created password.
Positive Highlights
  • Attempted to power-cycle the router and wait for proper LED status — followed basic startup observation.
  • Guided the customer to the local admin URL (myrouter.local) as a first step — correct initial access method.
Agent Errors / Gaps
  • Failed to ask for or record the router model and serial number — a fundamental protocol miss for any product troubleshooting call.
  • Did not verify the WAN connection or modem status before troubleshooting the router — skipped basic upstream validation.
  • Provided factually incorrect guidance at [11:00] by stating the customer could use a previously created admin password to bypass the recovery key prompt — this is not supported by any Linksys product or KB.
  • Did not clearly explain the factory-reset procedure or confirm the customer performed it — left outcome unverified.
  • Lack of empathy and clear communication; repeated asking the customer to close/open tabs without clear purpose or structure.
  • Failed to inform the customer that the recovery key is physically printed on the router — a basic piece of product knowledge.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ends with the customer still seeing a solid red light and being instructed to perform another factory reset; no confirmation of resolution or stable internet connection is achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guides power cycling and attempts to access the router UI, but skips critical ISP/modem isolation steps like testing directly at the modem as per KB guidelines.
R3 Met Correct resolution path conf 95%
Agent correctly identifies that the router cannot be accessed and opts for a factory reset — the appropriate path per universal_factory_reset and led_intelligent_mesh_consumer for a solid red WAN light.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies solid red LED as a symptom and asks about modem/router power status, but fails to isolate whether the issue is with the ISP, modem, or router by skipping direct modem testing.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent uses myrouter.local and recovery key appropriately, but does not use the recommended tool: connecting directly to the modem to test ISP connectivity before concluding router-side action.
T3 Met No misinformation conf 97%
Instructions to use the reset button until the light turns off and then wait for blue are factually correct per universal_factory_reset for Intelligent Mesh nodes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintains basic control but has multiple unexplained silences, vague prompts ('All right, so did you plug it back in?'), and lacks clear framing or transitions.
C2 Met Confirmed understanding conf 93%
Agent breaks down steps simply (e.g., 'type in HTTP://myrouter.local', 'enter recovery key') and repeats instructions when needed, adapting to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs troubleshooting, and does not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 87%
Agent gives immediate next steps (reset router) but sets no follow-up timeline or callback commitment, leaving the customer without clear expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within scope for L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledges customer statements ('I see', 'Yes') but does not explicitly recognize frustration or effort; tone remains neutral without empathy cues.
X2 Partially Met Tone & rapport conf 85%
Agent repeats instructions when needed but maintains a fixed pace; does not noticeably adjust tone or complexity despite customer hesitation and confusion.
X3 Partially Met Overall experience conf 85%
Customer manually closes tabs and types URLs — steps that could be streamlined; no remote tools used, but agent avoids unnecessary repetition.
Call Transcript24 turns · 25 lines
Speaker 1
This is Lynx's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynx specialist. Hello. Yes. Sorry. I do apologize to Cole, I got disconnected. Uhm Uhm. I see. All right. Did you unplug now both the modem and the router?
00:00
Speaker 2
Hello. I think I know what happened. When you told me to turn off my wireless data, I was just using the internet, so then when I unplug the internet then he call, that's what happened. So I turned on my wireless or I turned on my wire, or I guess I could say mobile data now. Um, the router's unplugged, and this is a a fiber connection, so I don't know how to I I don't know really how
00:00
Speaker 1
Yes. just to confirm where, sir, are you connected, is it connected to the wall, or do you have a modem or a box? From your internet service provider?
01:00
Speaker 2
How I can - I guess I can go down and plug that up - unplug that, man. I have the Yeah, I have - So, it's uh, okay, so it goes from the fiber connection to my house from the house, I believe they call that a network interface device. So then it goes into the storage room and then there is a um, there is a, I guess you, I dunno if you call that a fiber connection, but then I did not unplug that. All I did was unplug the router that's into the wall. But I wonder if I have to unplug that, because it's still probably trying to search for a new um, For a new DCP. Y'
01:00
Speaker 1
I see, I won't need for you to unplug them. And also, maybe I know who is your internet service provider? Yes. Box.com, all right. All right, so, pending plug-in surveys, say that it's a router.
02:00
Speaker 2
address but that doesn't make sense because it's given me an email or it's given me web address. Hi. Who's my service provider? Cox Communications? So yeah, I just walked I just walked down here just to see what that looks like. I walked down here to my to my fiber uh fiber terminal and it's really I'm sure there's a place I could power it down if you'd like me to and then plug it back in but uh the funny thing is normally normally the lights
02:00
Speaker 1
Yes, should be flashing. What's the. Okay. What's the model of that? You don't need to unplug that one. Let's focus. [silence] [silence]
03:00
Speaker 2
are flashing are they not and i'm not talking about the router i'm talking about the i'm talking about the alcatel-lucent modem and they're not flashing they're just solid amber so i wonder if i should turn it off of the alcatel lucent i i couldn't even tell you um i
03:00
Speaker 1
Yes, you don't need to. Mm-hmm. I see. Right. Yes, plug in the mesh router, the main node.
04:00
Speaker 2
Yeah, because that's got that has fiber that does have an Ethernet port into it and that Ethernet port goes up to my office where I have the router setting. So don't power down the modem though. Hm is that what you're saying? I guess they, they you want me to power up the router again to see if it if it works. Okay. you want me to replug the router to the internet? okay
04:00
Speaker 1
All right. So did you plug it back in, sir? You can't name it. Uh-huh. I see, right. Let's wait for about two to three minutes. Okay. So it's red. And the cable is properly plugged in, right?
06:00
Speaker 2
Yes, it's, right now, I think it's still booting up. It's, I'm getting a blue, a blue dot but it's flashing. It's not solid yet. [silence] Okay, now it, now it's solid, but it's solid red.
06:00
Speaker 1
It should take, um, yes, um, about two to three minutes, uh, change the device is now starting up, and it will go automatically surf online after. All right, so now let's all it do. all right, so can we go back to your laptop, sir, and then first close that tab?
07:00
Speaker 2
Just check it again, just just verify, I just have to wonder if they are, I mean, how long does it take them to send out another IP address? It shouldn't take but what 20 seconds maybe. Okay, I got I have a blue now. I have a blue. Yes.
07:00
Speaker 1
And open a tab again. Let's access the router settings again. to your laptop. Close the tab, close the one that we accessed earlier. And open a new tab. What is that again, sir? Yes. Close the links tab and then open a new tab. Yeah.
08:00
Speaker 2
go to my uh what did you say, go um okay, to my laptop and and reset or not. Okay. Can I. Go there and close the linksys tab or not? Are you wanting me to close the linksys tab or not? Okay. Just any any tab.
08:00
Speaker 1
Yes, sir. Because you will access the Linksys setting. All right. So yes, did you open a new tab? Yes. So can I type in HTTP colon slash slash my router dot local. I'll on yes. Please. Click advance. [silence]
09:00
Speaker 2
Okay. well yeah I just opened up any any tab is there should I go back into my links or should I generate a new linksys tab okay okay I'm there now continue[silence]
09:00
Speaker 1
[silence] and proceed. All right. Yes. Enter the recovery key again. All right. [silence]Yes, please.
10:00
Speaker 2
Okay, it's, it's asking me to enter my recovery key. Does that sound correct? Okay. All right, just give me a second. I did not write it down, so I keep looking at this. Submit. And then it says, and then it says, create a new admin password and hint.
10:00
Speaker 1
Oh yeah. Yes, you can just input the, password you created earlier before the error happened. So, E-r-r-o-r-98988-888 all right. If this happens, what we will do, sir, is we will reset your router again, and then we will set it up again, since you cannot access your router setting, so yes, your your we need to hard to do a hard.
11:00
Speaker 2
Okay. Yeah, it still gives me the unexpected arrow - arrow - arrow - arrow - arrow - arrow - arrow - arrow- arrow - arrow- arrow - arrow- arrow-2298. yes. Okay.
11:00
Speaker 1
OK. Yes we will reset this one and then set it up again. All right, so yeah, press and hold the reset button until the light went off and release once the blue light is showing.
12:00
Speaker 2
Do that on the mesh or do that on the actual links is router. Okay, you said, just do a you said, just do a reset. Okay.
12:00