V2 Rubric Detail — 8690f5b8-7fa4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:53
Duration
9m 14s
Contact
+447546688973
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137104
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall75.1% (+11.1)

V2 Grader Summary

The agent correctly identified the red optical light on the modem as a loss of signal from the ISP. Following KB guidance for SPN-series devices, the agent performed power-cycle troubleshooting and correctly directed the customer to Community Fibre for resolution. Technical accuracy was maintained throughout the interaction.

V1 Case Analysis

Customer reports red LED on router and red optical light on modem. Agent instructed power‑cycle modem, explained red indicates no signal, and advised contacting Community Fibre for further assistance.

Troubleshooting Steps
  • Power‑cycled the modem (30‑second unplug).
  • Observed the modem’s optical LED remained solid red.
  • Explained that a solid red optical LED indicates no signal from the fiber line.
  • Advised the customer to contact Community Fibre for remote troubleshooting or a technician appointment.
Key Observations
  • Agent struggled to capture the serial number accurately and never obtained the product model.
  • No warranty status or case number was collected or verified.
  • Agent provided correct technical guidance regarding the red optical LED and appropriate next steps with the ISP.
Positive Highlights
  • Correctly identified that a solid red optical LED indicates no internet signal.
  • Guided the customer through a proper power‑cycle of the modem.
  • Provided clear next‑step instructions for contacting the ISP and what information to give them.
Agent Errors / Gaps
  • Failed to obtain a clear product model number.
  • Did not verify warranty status or create a support case.
  • Limited empathy and did not confirm whether the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent correctly identified that a red optical light on the ISP modem indicates no signal and directed the customer to contact Community Fibre for resolution — a valid limitation explanation per KB guidance.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent instructed a power cycle, but troubleshooting was incomplete: no verification of WAN cable, no check of router LED behavior after reboot, and no confirmation of modem's full boot sequence beyond 'red light'.
R3 Met Correct resolution path conf 95%
Agent correctly determined the issue (red optical light) was ISP-side and advised contacting Community Fibre — appropriate path given the hardware is ISP-provisioned and out of Linksys control.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified red LED as 'no signal' but did not ask key diagnostic questions (e.g., duration of red light, recent outages, physical line damage) to confirm root cause; jumped to ISP referral without full symptom analysis.
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (logs, remote access) were available or necessary; agent used observable LED status and standard power-cycle — appropriate for the scenario.
T3 Met No misinformation conf 96%
All technical statements (red light on modem = no signal, need ISP intervention) align with KB: spnmx56_family.md and led_intelligent_mesh_isp_spn.md confirm red = no internet, requiring ISP action.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent gave step-by-step instructions but failed to set initial expectations, had multiple silences, and did not manage transitions clearly (e.g., shifting from device check to reboot).
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but made unclear statements (e.g., 'jellency', 'study brands lights') and did not confirm understanding — customer requested repetition multiple times.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed with the case, performed troubleshooting, and did not transfer — demonstrated ownership despite communication gaps.
O2 Partially Met Proactive follow-through conf 89%
Agent advised contacting ISP and mentioned possible engineer visit, but provided no timeline or follow-up commitment (e.g., callback window, case number).
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No internal escalation needed — issue is ISP-side and properly resolved by directing customer to Community Fibre.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but offered no empathy statements (e.g., 'I understand this is frustrating'); however, customer did not express strong emotion, so lack of empathy was not severely detrimental.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a neutral, procedural tone and did not adapt to customer’s confusion (e.g., after 'jellency'); however, customer followed instructions, suggesting basic comprehension.
X3 Partially Met Overall experience conf 87%
Agent avoided unnecessary steps but required customer to repeat serial number due to ASR/accent issues; could have streamlined by confirming model earlier.
Call Transcript14 turns · 17 lines
Speaker 1
Hi, um, my, my Remote is not really connecting. Uh, it's, it's a steady red. Even after please. The serial number is six five N 1 0 M 2 3 F 0 9 5 6 3.
00:00
Speaker 2
welcome to Linksys support with a significant quality service. [silence] your call may be monitored, please remain on the line for assistance. There for calling Linksys. This is Mae. How can I help you. What's the light indicator on top. like Okay, what's the serial number? It's on the sticker underneath. is it 65 NEN C10 Mary 23 Frank 0.
00:00
Speaker 1
[ silence ] What was that? [ silence ] Why? [ silence ] Could you say that again please? No, no, it's Y. Z. N. Yazan Ahmed. Yeah. [silence] Yeah. [silence] Oh. All right, it's purple now. It's Blinking green. and it's back on red. I'm moored. Uh, it has one. Yeah. All right. The real DeMotum. [silence]
01:00
Speaker 2
[silence] 3 wait for a[sounds like] three minutes max. [sounds like] study brands lights? how many ethernet ports does your model have? just one. Okay. can you switch off your[inaudible] device? switch it off. okay, we'll just gonna unplug it for just 30 seconds. You can turn back on now just your modem. Yes. [silence]
03:00
Speaker 1
Alright, I'm just waiting for the module to turn back on. Yeah, the module is on, but on the optical there it says, there's a red light showing. I'm pretty sure, yeah, but it's red right now. Should I turn my router on or?
05:00
Speaker 2
And once your modem is totally boot up, you can turn on your Linksys main node. Okay. [silence] Okay. That should have a blue light, right? [silence] Hmm. Uh, not yet,jellency, says. We need to make sure that the uh, LED indicator is solid green or blue on the modem, but it's still steady.
05:00
Speaker 1
Yeah, the measurements, right? The opto. Uh, two to three
06:00
Speaker 2
Red. Hmm. One second. Hmm. That should not have a red light. because that means there's no signal yet. Your modem usually reboots how many minutes? Is it just one? [silence] Okay. If it's still running, we need to
06:00
Speaker 1
All right. Alright. Wait, if the optical light is showing red, doesn't that indicate, uh, the fiber line is the issue? Yeah. Yeah, it was red. [silence]
07:00
Speaker 2
Yes, Okay, Keny. I unplug that one again, for 30 seconds and turn it back on after. Yes. Cuz that means there's loss of signal. So that means the modem is not receiving internet. Was it red from the very start? I see. Um, how about this? If community fiber is still open right now, let them know that the, uh,
07:00
Speaker 1
All right. All right. Will they, do you know if they would send an engineer on the same day or? All right. All right. Yeah. All right. All right. Thank you. Um, no, so I should just - Cool, community side -
08:00
Speaker 2
Optical light on the modem is red. Uh, they know already what to do for that. Let them know that with links is that we tried to reboot the modem twice but still having a red light, okay? And I think they can reboot it from their end like they can try to troubleshoot your modem remotely. If it's unsuccessful, then that's the time they will gonna schedule an appointment to come to your area, okay? If ever they recommend you to call links, this. Uh, you already have an account here, so feel free to call back and the next technician will know what to do. Okay? Alright. Yeah. You don't have any questions? Okay. Yeah.
08:00
Speaker 1
Okay. Thank you. Bye.
09:00
Speaker 2
now and let them know that the optical light is red. And we reboot it twice. All right. Thank you again for calling us. Bye bye for now.
09:00