V2 Rubric Detail — 8b1be5e0-7a5c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 23:35
Duration
31m 32s
Contact
Brandon Bryan
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136285
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8503_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
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall16.9% (-39.1)

V2 Grader Summary

The agent failed to resolve the connectivity issue and only performed partial troubleshooting without using appropriate tools. No clear resolution path or escalation was offered, and ownership, next-step planning, and empathy were lacking, resulting in an ownership gap.

V1 Case Analysis

Customer reports MX8500 node blinking red and no internet after lightning storm; agent performed limited troubleshooting (serial request, power‑cycle suggestion, modem test) but did not resolve the issue.

Troubleshooting Steps
  • Requested serial number (unsuccessful)
  • Confirmed ISP (Spectrum) and outage status
  • Suggested power‑cycle/reset of the router
  • Advised testing a computer directly on the modem
Key Observations
  • Agent gave unclear and partially incorrect power‑cycle instructions (e.g., "plug the power from the router, wait two seconds, then connect the power back to the internet").
  • Agent asked the customer for router admin credentials, which is a security violation.
  • Agent failed to verify WAN cable connection, LED status, or perform standard mesh troubleshooting steps (e.g., reboot modem first, check solid red/blinking red meanings).
  • Agent shifted to unrelated product availability questions, providing no value to the current issue.
Positive Highlights
  • Agent confirmed the customer's ISP (Spectrum) and asked about modem lights.
  • Agent suggested testing a computer directly on the modem, which is a correct diagnostic step.
Agent Errors / Gaps
  • Incorrect/unclear power‑cycle guidance.
  • Requesting sensitive router login/password from the customer.
  • Not following the standard troubleshooting flow (no WAN cable check, no LED status verification, no proper reset sequence).
  • Providing irrelevant information about product stock and other brands.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded with 'just give us a call' if issue persists, leaving problem unresolved and no immediate resolution path provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about direct modem connection and performed a power cycle, but skipped full diagnostic steps like checking WAN status or using the web UI to verify connectivity.
R3 Not Met Correct resolution path conf 90%
Agent provided no clear path (no RMA, no warranty check, no best-effort troubleshooting) and simply told customer to call back later.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking red LED and no internet, asked about modem lights and serial number, but did not logically isolate between modem, router, or cable issues with structured testing.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed the router’s web interface (http://192.168.1.1), checked firmware, logs, or used any diagnostic tool beyond verbal questions.
T3 Met No misinformation conf 95%
Agent correctly explained that the router depends on the modem for internet and that lightning surges can damage electronics — factually accurate and consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Long periods of silence, no clear framing or transition, and agent did not set expectations for the call.
C2 Not Met Confirmed understanding conf 85%
Agent did not check customer’s understanding, used filler, and failed to adapt language to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent told customer to call back later and did not take ownership of fixing the problem.
O2 Not Met Proactive follow-through conf 90%
Only vague next step given (‘once your internet is up… give us a call’), no timeline or concrete follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be a first-contact interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No escalation was performed despite a likely hardware fault after a lightning strike; agent simply suggested a callback.
E2 Not Met Escalation prep & handoff conf 85%
Since no escalation occurred, the escalation was not executed correctly.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered only a brief apology and did not acknowledge customer’s frustration about the outage or lightning damage.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace; long silences and filler dominated, leaving customer disengaged.
X3 Not Met Overall experience conf 85%
Customer repeated serial number and details many times; agent did not streamline the process or reduce effort.
Call Transcript44 turns · 48 lines
Speaker 1
that i have um for um i have spectrum as my internet service provider it's not coming on and then um i have when i bought the mesh system bought three of them but three of them so i was only using two at the time so i took out the other one the spare one i had in the box and unhooked it up the lights came back on but right now um the oldest yeah affects the whole network for spectrum but i was wondering before um after when it was would lightning cause the um the router not to send any data to the to the modem or i mean the modem not to send any data to the um router.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Mm. Because it powers back up like as normal, but it it just it's not getting not sending anything to it. I would have to plug it back in though. Okay. Okay, hold on, even once I can All right. Almost here, it's in the room. Alright, there it is. Take out this. I don't want to All right. Serial number is
02:00
Speaker 2
Okay. We can actually check that sir. Okay. Um, uh, yes sir. And by waiting for that. Sir, may I ask the serial number of that uh, 8500 router. Okay. Nice. And then for the fifth, um, plug the power from the router, wait two seconds, and then connect the power back to the internet. So this will usually take a bit longer than the normal boot up. So wait for about two more minutes for that. For the last five minutes that we, right? Uh-huh.
02:00
Speaker 1
first four -3 fox -one zeta -Monica -five Won David and -David -00 -221. No No David yeah David yes. Um 00221.
03:00
Speaker 2
Okay, . uh, forever, uh huh. okay, I got it, thank you and your internet service provider is um, spectrum, right?
03:00
Speaker 1
I got I patch unplugged it, right, unplug the no one and plug this one back in. Yeah, I had to I the other one's not hooked up because since it's out of the um the the, we're kind of Internet is down, I just this node that I just gave you the stuff is already hooked up, but it didn't come back on after after they had the the light and in strike. It came on as it will power on and everything, but there is no lights uh sending back to the modem. So, I saw. Oh, uh phone number is 813 770 0251. Yes, Brandon. Brian, B R Y E N.
04:00
Speaker 2
Also, this is like you switch the node. [silence] Okay. So, by the way, do you have your phone number to create a record? Okay. First name again is Brandon, right? And last name is... Okay. How about your email address?
04:00
Speaker 1
email address is Brian Brand on 15 at gmail dot com. Yes. Brandon. Yes. Yes. Right now it's saying it's online, but it's it's um right now they have an outage. So I I can't trust what the modem is saying right now. Say again. Just said, turn it on. Okay, give me one second.
05:00
Speaker 2
so it's uh your last name Brian or just okay and then your first name and then one five at gmail.com okay thank you uh so on your modem right now that is from Spectrum what are the lights lit right now uh hum right now it's still not power we don't have right no power okay did you turn on your Linksys Deus and did you turn on your Linksys uh the MX 8500 yeah
05:00
Speaker 1
Jennifer: Do you watch it?
06:00
Speaker 2
So you've got a total of just two nodes. Sir, you only have two nodes. So links this. Okay, the one that you are turning on right now, sir, that's the main node, the one that's connected to spectrum, right? Okay, sir, while waiting for that device to boot up properly, let me just inform you about the status of your router. Using the serial number, we chose it here in our system, that your router
06:00
Speaker 1
Mhm. Mhm. Mhm. Mhm. Mhm. Oh that's fine! Yeah that's fine. It, it, it, it, it's powered back on but um it shows Wi-Fi shows up but it doesn't, um you can see it, it's not sending any data to the to the modem, the modem is not sending [silence] okay. But if even okay, so [silence]
08:00
Speaker 2
My the the routers or the MX8500 is dependent from your modem will only receive internet if the modem is working and by the way also you can just reset it and yes, you can prove to a that you can change the
08:00
Speaker 1
If the lesser the light, okay, would that would that be even that, that the lights on that that's the reason why the lights won't be sent it won't be flashing behind the modem too. Would that would that would that cause that issue? Um, it's blinking red. Mhm. [silence]
09:00
Speaker 2
no sir okay but um right now on your modem the only light there is power and online okay so right now sure um did you when you turn on the device the linksys node um is the light solid or is it blinking and the there is a cable that connects between your linksys and your um modem right and this is your main node right
09:00
Speaker 1
Yeah. Yeah, that's a mean that's a mean node. Yeah. Because uh as I as I said before, the the um, what's it called? no, right now, after the lightning storm strike today, the um, what's it called? no, the the power went out and came back on, but the the modem was working, but the router, um won't, like, the router is not, like, is not receiving anything from the modem. When you look behind the modem, there's no lights. So when I I hooked up the other node I had in the box, to the to that modem, to the to the modem, you see the lights behind the lights to to work again. So that's what I was wondering if the port went,
10:00
Speaker 2
You do not switch it yet? Okay. So, again it's blinking red. [silence] Um humm. Mm-hm. Mm-hm. [silence] Mm-hmm. [silence] [silence] [silence] Yes?
10:00
Speaker 1
[silence] Yes. [silence] Yes. [silence] the original one. [silence] Yes. [silence] Yes. [silence] Yes. [silence] Yes. [silence] Yes. [silence] Yes. [silence] I could I could call out right now. [silence] Ow's worth 14 with a dollar sign. [silence] Yeah, it's showing up. [silence] Yeah, no, internet. [silence] Yes.
11:00
Speaker 2
Okay. So we'll just um like um try to like do some um troubleshooting here on your um Linksys and possible check also the connection from the um modem okay. But again, the one that's connected right now to your modem is the original parent node, right? And partly it's like blinking um red. Okay. Um, in your wi-fi, on your phone or tablet, sir, when you view the um when you go to the wi-fi, um, can you still see there the name of your network, your wi-fi network? Okay. Okay, it's showing up. It shows connected but no internet. [silence].
11:00
Speaker 1
Yes. Yes, it did, but, um, no, it's just it's not going to go online. No, because right now, as I said, right now they have the outreach. It, it, it'll light up, but I tried to go on Google and it, it didn't go anywhere. Yeah, it didn't go anywhere. Um, I know. I did. But see, this was a new one I got today, so, um, that, that, that, that's um it's another thing, too. But when it comes back on and everything, when it's finished, the stuff, I'll have to check that, but if it doesn't, then I'll have, I know I already know that already went now. [silence]
12:00
Speaker 2
okay um have you tried connecting a computer straight to the modem sir and check if the um the computer can go online straight to the modem when it's connected to the modem. Um when your computer is connected to the modem sir, did you check if um did you like turn off um your modem and leave it off for like a minute and then turn it back on to check if the internet is working?
12:00
Speaker 1
I'll have to um to hook up the other node okay but no I didn't I couldn't do it because everything's right now is is the the the audio is just still going on but that's the M. But I thought I thought I thought I thought one to know would that what's cut would that cause the um the modem that cause the road or not to um that the lights to the back of the modem not to be flashing?
13:00
Speaker 2
Okay so if, um there is no internet connection on your modem, sir, we could not also um establish um internet connection on your linksys router because the modem will just um give um internet connection to the router, okay? Mm - hmm. OK. Mm - hmm. Yes, sir. Because if the light is lit but now, um, it's not flashing, right? [silence]
13:00
Speaker 1
you know you plug the ethernet cord in and you see the lights be flashing, I was wondering, would that cause it not to flash? Oh, okay. So that's what, cause that, it's kind of strange because like it was working fine with no issue. As soon as the lightning can, um, happened, I noticed that there is no, um, there's no, there's no, uh, what you make it, you know, there's no internet. And I was like, this is strange because those routers, once, once internet is dead, they don't take a lot, they don't take even 10 seconds to come back online. They come back online.
14:00
Speaker 2
Yes, sir. If possible, there's no activity going on. Okay. 40%. Mhm. because sometimes, yes, sometimes, sir, if it is like a heavy lightning, it may cause, like some of the electronic devices may stop working because
14:00
Speaker 1
Yeah. Yeah, because if I just not... If you looked at the back of the um, the router, the light are on at the back of the router when you plug in the ethernet. Right? But there's nothing coming from from the mod. To the mod doesn't have like you don't see nothing the light at the back of the modem flashing. So, that's what that's what I was trying to find out today is... [silence]
15:00
Speaker 2
Due to like uh high voltage of the lightning that or a strong um electronic or electronic magnetic um um surge by the lightning that might affect some parts of the um devices. It's not only the router but sometimes also like tv because they're like using some this very like micro circuits that may affect in a like there's like a heavy um or strong surge of power. Mm-hmm. Mm-hmm. Mm-hmm. Yeah.
15:00
Speaker 1
If, um, if, if the, if I have an ethernet port to not work.
16:00
Speaker 2
Okay, if, um, I think, uh, the back of the router, when you, um, connect it, the light will, um, blink, but it's not really like if there will be no activity, it will not blink. Okay, first, so now, it will be both that new, um, Huh. Yeah, mm, yes. My Wi-Fi acts the uh, structure mobile. for internet board. But we can like, also, like right now, if you're going to troubleshoot your linksys, it will still be the same, so it will not receive internet connection.
16:00
Speaker 1
Mm. Mm-hmm. Okay. Yeah, but, but I was trying to find out if if that would cause the modem the lights at the back of modem not to come on. And as you just explained I said, yeah, it would probably, um, because of the, there's nothing to send. That, is that correct? Okay. Mm-hmm.
17:00
Speaker 2
Since there is like an outage on with spectrum. Okay. Oh. Oh. Mm-hmm. Yes, sir. It's like no activity. Okay. How about that, sir? Um, since we cannot proceed on right now because no matter how we troubleshoot here is we still can't connect to the, um, internet. Um, observe it first, sir. Like once you, um, uh, uh, validated or confirmed that there is already internet connection on your modem. Okay? And if the Linksys router still doesn't work, just give us a call.
17:00
Speaker 1
Okay. Uh, before, before I go, um, when, when do you expect to get the Linksys Wi-Fi 6E back in stock? [silence] is Amazon is currently unavailable. That's what was wrong. that's what I decided, so I was like, I would call you to find out when it would be back in stock. Because I see now it carries the, um, the, they like, it can't do backward capabilities now. So you could, you have 2 gig, 5 gig, 6 gig and now, you know, the 7. So, I was wondering when, when, when the, um, the, the, the tri-band version of the the, the 7 will be back in stock.
18:00
Speaker 2
all right, so that we can now proceed with the troubleshooting on your links. uh, sir, we don't have visibility on that, and I don't have any idea on when. okay, but have you checked already with like on Amazon?
18:00
Speaker 1
Know they only have just the one. Which I don't want just the one. I want the three. So I was wondering when it would be back in stock. Okay. Okay. Okay. No problem. Alright.
19:00
Speaker 2
Mm-hmm. Okay. Okay, so let me check if um let me please don't give me like three to five minutes. Let me check if we can um uh get hold of that um but I could not promise you with that, but let me check. Okay? Just stay on the line. Thank you. [silence] Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. I apologize for that long call. Actually, sir, we don't have any visibility in when it will do the restock. Um in any case, um you wanted to like, um, buy uh, if you want to upgrade your um, device, okay? Um, you can just like check again, um, like Amazon or any local store. Like, are selling Leistung's product, or you may actually try to, like, consider as well, like, other brands, sir. Other brands, if you want, like, also upgrade. It is just in case that it will take time that we don't have, like, not able to, like, refoc. You may try to, like, consider. Uh-huh. [silence] Hmm? Um, yes, sir. As long as they have, um, like, um, if, for example, one, just one unit is available, and then in the next time you will buy another, um, device with the same model number, and then it has two pack, like, two device in one pack, then it's still good.
19:00
Speaker 1
[KEEP_UNCERTAIN] mm-hmm yeah that's that um that's what I'm saying because you know I saw one on Amazon is a is a Lenks sys try um but it's a pro7 too but it's just one but I was wondering if I could buy another one and then then buy the other one after to make it uh you know a three to get it okay cool
26:00
Speaker 2
so it's not really necessary that you're going to like buy all in one pack as long as they have like the same model number or even not the same one, but they're just a mesh rat out but um we like also advice that not to mix a mix of mix like you can like have um like different um models in one mix because that may affect also the performance, but not all but uh-huh uh-huh uh-huh um yeah. But it has to
26:00
Speaker 1
The model number. It was just, it killed me the brand, but... Okay, um, I think I can find it in here.
28:00
Speaker 2
okay, and uh okay, hold on, I think this is the MBE 70. let me double check to see uh this is not a mesh router, sir. this is a standalone router. [silence] yes, but we need you to just play the error, sir. can you just can you scan the QR codes that's on top of the device? [silence] okay. yes, put it near. [silence]
28:00
Speaker 1
This is the developer order. or the mesh. and minus one chance alright a router ok alright so I'm gonna wait until um the Audio is over and try to see if this thing come back on the reboot all right thank you for your time
29:00
Speaker 2
[silence] Yes, so this is not a mesh router, sir. This is just a just a router. Okay, sir. You're welcome, sir. And once again, once your internet is up on your modem, and the router is still not receiving internet, just give us a call, sir, okay? You might need to like reset, reach, [silence] [unclear] a higher number. [silence] Yes. Okay. [silence] Can you try [silence]Okay, sir. So could you tell me, so you, so do you, can you leave your, [silence] can you leave your username and password here on your modem? [silence] This [silence] your Wi-Fi username and password. [silence]
30:00
Speaker 1
Okay. Okay. All right. Thank you. All right. Thank you. Have a good night.
31:00
Speaker 2
We configure the settings on your router. Okay. And, um, you can actually, um, pull up your record, uh, using your phone number. Okay. So that way, um, just give your phone number, we can, uh, pull up your, or your email address, okay? Alright? You're welcome. So thank you for calling, sir. You may also visit our website at support.linksys.com. Alright, sir. Goodbye. You too, sir.
31:00