V2 Rubric Detail — 8309937a-667f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:55
Duration
14m 11s
Contact
Richard Ewing
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133262
Support Country
United Kingdom
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall53.7% (+27.7)

V2 Grader Summary

The agent executed technically accurate steps (reset, power-cycle) and maintained control, but failed to resolve the issue or use diagnostic tools. Empathy and adaptation were absent despite customer confusion. No escalation was warranted, but the outcome remains partial due to unresolved connectivity.

V1 Case Analysis

Customer (Gigaclaire ISP) reports solid red node and no internet. Agent performed incorrect 5-press reset and power-cycle; issue persisted. Advised customer to contact ISP. Follow-up needed due to unresolved issue and incorrect guidance.

Troubleshooting Steps
  • Asked about modem LED status (yellow flashing) [02:00]
  • Instructed incorrect 5-press reset on node [08:00]
  • Instructed power-cycle of modem and node [13:00]
  • Asked to verify cable connection [12:00]
Key Observations
  • Agent used an unsupported 5-press reset method [08:00], which is not valid for SPNMX42 family and contradicts KB guidance.
  • Agent misinterpreted LED state as 'solid pink' [08:00], which is not a documented state for this product family.
  • No model or serial number collected, preventing proper device-specific troubleshooting.
  • Agent did not verify ISP outage before initiating resets, risking unnecessary disruption.
  • No confirmation of resolution after reset or power-cycle steps; node remained solid red.
  • Call ended with referral to ISP without isolating the issue or confirming a fix.
Positive Highlights
  • Collected customer name, email, and phone number [10:00, 13:00], supporting case continuity.
  • Attempted multiple troubleshooting actions (reset, power-cycle, cable check).
  • Offered to call back if the line disconnected [14:00].
  • Asked about modem LED status early [02:00], showing initial attempt to isolate upstream.
Agent Errors / Gaps
  • Provided incorrect 5-press reset procedure [08:00], which is not supported for SPNMX42 family and contradicts KB guidance.
  • Misinterpreted LED state as 'solid pink' [08:00], which is not a valid state for this product family.
  • Failed to verify ISP service status before initiating resets [04:00, 13:00].
  • Did not collect or confirm product model or serial number [07:00].
  • Did not confirm outcome after reset or power-cycle steps [10:00, 13:00]; node remained solid red.
  • Did not provide clear post-reset validation steps or alternative recovery path after failed reset.
  • Lacked clear call structure; allowed customer to drive troubleshooting without control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Node remained solid red after reset and power-cycle; agent suggested calling ISP instead of achieving a working connection.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed a factory reset (5-press), waited, then power-cycled the modem and router, but did not verify cable connections or test the modem directly.
R3 Partially Met Correct resolution path conf 85%
Agent followed a reset-then-power-cycle path and, when still red, advised contacting the ISP; did not consider warranty/RMA or deeper diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified solid-red node and flashing modem light, but did not ask key questions about WAN cable, ISP outage confirmation, or PPPoE/VLAN settings.
T2 Not Met Appropriate tools / resources used conf 90%
No use of the router’s web UI, logs, or other diagnostic tools that would be appropriate for a red-node, no remote session attempted.
T3 Met No misinformation conf 96%
All instructions (factory reset wipes settings, 5-press method, power-cycle timing) are technically correct per KB; no incorrect facts were given.
Communication
C1 Met Clear & professional language conf 90%
Agent kept the call on track, asked for model/serial, set timers, and guided the customer through each step without unnecessary digressions.
C2 Partially Met Confirmed understanding conf 82%
Agent used clear language but did not explicitly check the customer’s understanding or adapt explanations; some phrasing was vague (e.g., 'press, release for five times').
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent did not transfer the call and took responsibility for troubleshooting and follow-up information collection.
O2 Met Proactive follow-through conf 93%
Provided concrete next steps (reset, wait 2-3 min, power-cycle, wait again) with time estimates and asked for contact details for a callback.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the situation did not clearly require one.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer’s frustration or repeated attempts; tone remained purely procedural.
X2 Not Met Tone & rapport conf 88%
Agent did not adapt tone or pace to the customer’s evident confusion; no checks for comprehension were made.
X3 Partially Met Overall experience conf 84%
Agent avoided unnecessary repeats but required the customer to perform multiple manual steps (reset, wait, power-cycle) without leveraging any backend tools that could have reduced effort.
Call Transcript20 turns · 24 lines
Speaker 1
Welcome to Linksys support. Hello, my name is Richard. My Gigaclaire, I can't connect to my Gigaclaire internet. It's got no internet connection. My, my nodes are just showing a permanent red. Can you walk me through how to reset those?
00:00
Speaker 2
welcome to Linksys support. to assure quality service, your call may be monitored. please remain on the line for assistance. [silence] hello, thank you for calling Linksys technical support. this is Trum. how can I assist you with today? [silence] All right, so the light status is solid red. how long have you been experiencing the issue, sir? [silence] uh, what troubleshooting have you done so far?
00:00
Speaker 1
[silence] [silence] Sorry, say that again. No. On Mondes, oh well, on modem, it's yellow and flashing. The fashion great fashion green and on the node, it's it's constant red. Yeah. Ah, no. [silence]
01:00
Speaker 2
[silence]
02:00
Speaker 1
Right. Uh, well I don't have anything, I don't have anything I could immediately connect. Um, I said I think I could do to reset the node. Uh, is from my internet service provider.
03:00
Speaker 2
Sure. So to reset your device, sir, it means that it will go back to the default settings, and all the devices that are connected to your WII will be disconnected. And you need to set it up again. [silence]
03:00
Speaker 1
Can we not just reset the device? Yes, please.
04:00
Speaker 2
their end. And once you confirm to them that there is no internet outage because once the reset your device, it will go back to the default settings and you will need to set it up again from scratch. And we just need to isolate the case here because if there is an internet outage from your internet service provider, there's no need for us to reset the device. However, once you confirmed to them that the internet is working on their side, then that's the time we will need to reset your device. How do we can do that once rise through? You want to proceed that for setting the device. Do you want to proceed? Alright, so we will hard reset the device. Fix on and hold the [silence] , us? Kindly release the reset button. And let's Wait for about two to three minutes.
04:00
Speaker 1
It's, uh, the blue is fading on and off.
06:00
Speaker 2
All right. What's the light status there is it fading flu? All right. Let's wait for about two to three minutes.
06:00
Speaker 1
[silence]
07:00
Speaker 2
And what's the model number of this Linksys router that you have, sir? Got it. And what's the serial number? Got it. All right, a moment here. If there is silence or no speech, output
07:00
Speaker 1
Solid. Fine. I think Right, it's now flashing pink Okay.
08:00
Speaker 2
So, the light status is solid pink or a blinking one. I see. All right, the next thing you need to do, sir, is press the reset button, but this time you need to press it five times, like press, release for five times, not too fast and not too slow. All right. Let's wait, sir, for about 3 to 4 minutes until it's done communicating to your modem and let's see if the light status will change to solid blue. Right, I'll set the timer here in my end.
08:00
Speaker 1
Okay, it's, uh, Richard, Ewing, that's E W I-N-G, RPDD, R E W I N G at bcbtinternet.com. So the node went on. Sorry. Yeah, so the node went on to blue and and now it's gone on to, solid red.
10:00
Speaker 2
And also, Sir, while waiting, can you provide your first and last name and also your email address for me to create a quick wrapper for you? All right. How about your email address, sir? Btinternet.com. Is that correct? All right. Okay. Let's wait for a minute, sir and [silence] Thank you. Let's see if it will go back to solid blue after a minute or two.
10:00
Speaker 1
Yes. Yes, I've done that. Yeah.
12:00
Speaker 2
All right. Saluda, Red. Saluda. All right. Have you tried to check if the cable is properly plugged in? Let's click on that. Yes, it's plugged in on the internet part, correct? Yeah, it should be correct. Yeah, that should be correct. Uh-huh. All right. All that for a return paste. All right. One moment. Okay. So, here's the thing. Since we already configured this mode and we set the node and the light status is still solid red, the next thing you need to do is we will power cycle the device. Unplug it, unplug it back in.
12:00
Speaker 1
Phone number is Oh one, four, eight, Oh eight, nine, one, two, three, two, three. So you want me to disconnect, Disconnect the power to the modem and the node.
13:00
Speaker 2
and both the modem and the router from the power source. And in case this call gets disconnected, can you please provide your phone number so that I can call you back? Got it. All right. So once. Yes, sir. Yes, sir from the power source and wait for 20 seconds before you plug it back in. And let's wait and wait for about two to three minutes until it's done starting up. And if the light status is still solid red sir, after doing the power cycle, then what I can highly suggest user is to call the your internet service provider directly. To confirm to them all right. Yes, sir. I'll call you back once the call get disconnected.
13:00