V2 Rubric Detail — 84745d16-6b4e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 19:47
Duration
24m 31s
Contact
Mark philcux
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133966
Support Country
United States
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical3.75/5
Communication3.75/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall36.4% (-15.6)

V2 Grader Summary

The agent performed a basic power cycle but failed to resolve the router's persistent connectivity issue, closing the call prematurely despite ongoing symptoms. No escalation was made despite clear hardware fault indicators, and customer effort was increased through repetition and lack of empathy, resulting in an ownership gap.

V1 Case Analysis

Customer reported Linksys router unresponsive after Xfinity outage (LED fading blue, 'no internet connection'). Agent performed power-cycle of modem/router but did not verify WAN connectivity or confirm resolution. Call closed prematurely despite customer stating ongoing failure. Model number not obtained.

Troubleshooting Steps
  • Collected serial number (9V1C6390144) and contact information
  • Instructed power-cycle of Xfinity modem and Linksys router (unplug, wait 20 seconds, plug modem first then router)
  • Advised waiting 2-3 minutes for devices to boot
Key Observations
  • Agent provided correct power-cycle instructions per KB but failed to verify outcome
  • Customer explicitly reported ongoing 'no internet connection' and fading blue LED after troubleshooting
  • No router model number collected, preventing model-specific diagnostics
  • Call ended prematurely with unsupported declaration of resolution
  • No escalation path or next steps provided despite clear unresolved failure
Positive Highlights
  • Collected serial number, name, email, and phone information
  • Provided correct basic power-cycle instructions (modem first, then router)
  • Maintained polite tone throughout the call
Agent Errors / Gaps
  • Failed to collect product model number, limiting targeted troubleshooting
  • Did not verify WAN/IP status, cable connections, or DHCP assignment after power-cycle
  • Prematurely declared resolution without customer confirmation of internet connectivity
  • Failed to escalate despite persistent failure after basic troubleshooting (KB escalation triggers apply for 'Router/node LED stuck solid red or fading blue after reboot')
  • No next steps or follow-up path provided, leaving customer without actionable guidance

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent closed the call claiming internet was back, but customer never confirmed resolution; router light remained abnormal (fading blue) and device reported 'no internet connection'.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed power cycle and asked about light status, but did not check WAN connection, test with direct modem connection, or verify ISP outage status — key steps for internet failure.
R3 Not Met Correct resolution path conf 93%
No determination of warranty status or hardware fault; agent did not consider RMA despite persistent solid red/fading blue lights indicating possible hardware failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (light status) and performed basic reboot, but failed to logically isolate issue (modem vs router vs ISP) or determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools (remote access, logs, diagnostics) were used or required; troubleshooting was limited to verbal instructions and observation.
T3 Met No misinformation conf 97%
Power-cycle instructions were accurate (unplug both, wait, restart modem first); no technically incorrect information was provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but had long unexplained silences, unclear transitions (e.g., 'I need to pull up some resources'), and lost control during customer confusion.
C2 Met Confirmed understanding conf 95%
Used plain language, repeated requests clearly, and adapted to customer's non-technical level by avoiding jargon and confirming understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the call and performed initial troubleshooting but abandoned ownership by closing without confirming resolution or escalating.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan provided; agent ended call prematurely without ensuring issue was resolved.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Persistent red/fading blue lights after reboot are a documented escalation trigger per universal_escalation_guide.md; agent failed to escalate despite clear hardware fault indicators.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution (correct team, details, customer notification) was absent despite clear need.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent ignored customer frustration, multiple callers (Mark, Mary, Margaret), and repeated issues, remaining purely procedural.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer's confusion about devices ('arrow', 'euro'), changing speakers, or emotional state; no comprehension checks beyond basic prompts.
X3 Not Met Overall experience conf 95%
Customer repeated serial number, name, and email multiple times; agent failed to record or reuse information, increasing customer effort unnecessarily.
Call Transcript40 turns · 42 lines
Speaker 1
Welcome... Hey, bye... Listen, I, I lost my share, I'm, I mean, I lean to Wi-Fi and...
00:00
Speaker 2
Welcome to LinkSys. To our support. To ensure quality service, your call may be monitored and recorded. For in warranty products, our support team is available to help with performance and hardware issues. To register your product, visit register. LinkSys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. Hello, thank you for calling LinkSys technical support. This is Charm. How can I assist you today? [silence]
00:00
Speaker 1
my Linksys won't come back up. So I got Xfinity back up. Pardon? Yes, is it working. Pardon? There was, itʼs back up. Okay, hold on a second. Hmm. I got the links name password, model. Where would the model number be? It's got a sir.
01:00
Speaker 2
All right, so, have you confirmed? Oh, sorry. So the Affinity is working now. So there is internet outage happened. Is that correct? There is an internet outage. Or did you... there was. All right. Can you provide the model number and the serial number of your lynkes router?
01:00
Speaker 1
Serial number. Do you want the serial number? Yes, ma'am. Hello? Hello? to nine V as in Victor. Are you ready? Should I start over? to nine V as in Victor, one zero C as in Charlie, 6390 one four four
02:00
Speaker 2
collar. Yes, sir. Can I? Let me provide the serial number. Hello. Hello, sir. Can I? Uh huh. All right. Yes, please. Yes, please. Got it. Here. [silence]
02:00
Speaker 1
What did you ask me it said it said red red normally green well I've turned it off and let it sit for a while I don't know what else to do
03:00
Speaker 2
What's the light status of this router that you have right now, sir? What's the light color or light status of the router? festivals? Red. Okay. Right. And what troubleshooting have you done so far? All right, kindly unplug both the modem and the router from the power source and then wait for 20 seconds, please.
03:00
Speaker 1
All right. So the. Okay, you need to. I'm, I'm not technically inclined so that I need to unplug the links. The Xfinity system and the link system. Both. Okay, well, I just unplugged the Xfinity and now I'm unplugging the link.
04:00
Speaker 2
Before you plug it back in, yes, yes, uh, you need ttontbag both from the power source or from the outlet. And, all right, let's wait 10 seconds say what you're doing. [silence]
04:00
Speaker 1
Okay. Got a plug that back in? Okay. My name is Mark with a "K", Philcox. P-H-I-L-C-O-X. You get that? [silence] And the email is, email is
05:00
Speaker 2
All right, so certainly plug in first the modem, the Xfinity modem. All right, and then plug in also the LinkSys router. Yes, please. All right, so let's wait here for about two to three minutes until the device is done starting up. And also, sir, while waiting, can you provide your first and last name and also your email address? Yes. How about the email address?
05:00
Speaker 1
mine name full name no capitals at me me.com Yes. uh Now, you know, this is connect to an aero system also. Okay. uh Xfinity's back up. Links is flashing red. [silence]
06:00
Speaker 2
at me dot com got it thank you so much for providing me the information and also um just confirm your phone number is 305-345-4326 is this correct sorry got it
06:00
Speaker 1
I'm not doing anything now. Modem is is up. All right link's came back up, Brigham. Yes, it is. It wouldn't have come up, Brigham. If it wasn't a
07:00
Speaker 2
How about the modem side? [silence] And Kayleigh checks through the light status, I mean the cable if it is properly plugged in [silence] It connected. Uh-huh. I don't hear anything. Where is it connected to? [silence] Wait, it's about a router, right? And also the modem. [silence] You didn't do anything to the router, right? And also the modem when the internet outage happened. Uh, you did not do anything when the internet outage happened. [silence]
07:00
Speaker 1
no, we got an alert. we got an alert that the Whinney was out. we got an alert that it was back on. and then nothing worked. I'm going to take over for my husband. my name's Mary. Uh see, it comes from here into that.
09:00
Speaker 2
you did not unplug the cables okay okay yes yes ma'am okay one moment here [silence]
09:00
Speaker 1
it from here to there. yeah, yeah, yes, yes, it's up, it's up, but it will not connect into the Linksys or the arrow, which the Linksys goes into the arrow. the light status of my modem is on white, solid white. oops. it's autént Ti I don't have my glasses on. I don't see a modem on my screen.
10:00
Speaker 2
And also, did you confirm from the Internet service provider directly, ma'am, that the modem is working already, or it's online already? [silence] How what's the light status of your modem right now, ma'am? [silence] Can you tell me what's the model number of your modem?
10:00
Speaker 1
Yep. Does this doesn't say a model number. It's got what the number's that that's it's uh the original setup number? The network name. Yep. Your system hang on a What is the model number of this? What's the model number of the euro. I don't frickin' know. It doesn't have any model numbers on it. It's just a white box. Euro. San Francisco serial number. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
11:00
Speaker 2
How about your system now? Yes.
11:00
Speaker 1
Hold on. You there? Hello? Hello? You still there? I pushed the bunch of buttons. All right. We're going to do a little research here. Okay. The The The Splendidy system goes through the Euro. And then out of the Euro, it goes into to the Link. So It's got to be an issue with the Euro. You think? Oh, it's The Model number Are You ready? The Model number for the Euro is.
12:00
Speaker 2
yes sir, I'm still here. mm-hm. that's right. ease it. then it. cool. sense it. then it. then it. how do you recover it? if it's working before sorry, then let's uh... yes please.
12:00
Speaker 1
J0100001.
13:00
Speaker 2
got it plus seven days Okay. about the movies, the Eurovision system and the Linksys, right? Just for a yes Not got it, OK. please be with is it, OK, if I put this SSH call for about three minutes to [ silence] Yes.
13:00
Speaker 1
okay
14:00
Speaker 2
I just need to pull up some resources here.
14:00
Speaker 1
Yes, that's him again. Still solid red. You know, I, I just changed out the, the arrow, uh, controller. Uh, I'm just waiting to see if it makes a difference. Now the light's flashing red now. Now it's solid red. I swear it's gotta have to do with the arrow.
18:00
Speaker 2
Hello, ma'am. Yes. Thank you so much for waiting on the line. And just to confirm, the light status is still solid red. Mm-hmm.
18:00
Speaker 1
on the back of the router. on the link system or at the end? there's no lights on the back. oh oh, okay. I see the internet port. it says green. it's a green and then next to the what it says green and then next to that is a flashing yellow.
19:00
Speaker 2
Also, sir, is there any light status at the back of your router?
19:00
Speaker 1
I mean, it's not a solid red. It's probably a light blue. Actually, I think it is. It should be a dark blue, right?
20:00
Speaker 2
So what's the light status? Are the lights right now, sir? Is it still blinking red or solid red?
20:00
Speaker 1
It's kind of a fading blue. That's bad it's been. The problem is it's right by the window, so it's hard to tell in the Strikd. But it is not red and it's a fading blue. Yes. It's not a blinking blue. a it's like I said it's very hard to see it because of the brightness. But it, but it is. See if you can got the internet there. [silence] Huh? I have.
21:00
Speaker 2
Yes. Is it faded blue? Or a blinking blue?
21:00
Speaker 1
Not on what? It is, it is blue, but the arrow is has not changed at all. Very faded. It's a very faded blue. The late system is not up. I said it is. Hold on. Hold on. Hold on. It says links on. But it says no internet connection. It says what? It says no internet connection. not on my links.
22:00
Speaker 2
All right, so it's all dirt. All right, so it's faded blue dot. How about the your internet connection, sir?
22:00
Speaker 1
Oh, Mark and Margaret just came up. Hmm. So. We have internet. I, I showed that the, okay, it's up now. Yeah, I did before. And like I said, it, it goes through this arrow system.
23:00
Speaker 2
All right. So your internet is back. All right. So it's breaking did you unplug the arrow system and then plug it back in? As long as it's solid, there it means that it's working. There is an internet connection. All right. Thank you so much also, Sir. Have a good one. I'm going to go.
23:00