V2 Rubric Detail — 8b43aee6-7ad3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 13:47
Duration
18m 44s
Contact
Malloly Doxey
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136332
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution5.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+21.4)

V2 Grader Summary

The agent successfully resolved the no‑internet issue by identifying that the Ethernet cable was plugged into the wrong port, guiding the customer through a router reset and web‑interface check, and confirming connectivity. Troubleshooting was logical, tools were used appropriately, and the call stayed under the agent’s control with clear next‑step guidance. All technical guidance aligned with KB documentation, and no escalation was warranted or performed.

V1 Case Analysis

Customer reported Wi-Fi connection with no internet. Diagnosed via router UI (myrouter.local) that Ethernet cable was in LAN port 3 instead of WAN port. Moved cable to correct port; internet restored. No further action needed.

Troubleshooting Steps
  • Guided customer to perform a factory reset via the red reset button.
  • Instructed customer to access router web UI at myrouter.local and log in with default password 'admin'.
  • Navigated to Troubleshooting > Status > Report to inspect Ethernet port status.
  • Identified Ethernet cable was connected to LAN port 3 instead of WAN port.
  • Instructed customer to move Ethernet cable to the correct WAN port.
Key Observations
  • Agent incorrectly referenced the 5-press pairing method (used for mesh nodes) when guiding a router reset. This method is not applicable to EA series routers.
  • Agent misdescribed LED behavior as 'solid purple or hot paint', which is not a valid state for EA series routers. Correct post-reset sequence is blinking blue then solid blue.
  • Despite inaccuracies, the agent correctly identified the root cause using the web UI port status table.
  • Customer was initially confused about which button to press, but agent clarified it was the red reset button.
  • Agent confirmed resolution by checking the web UI for two green check marks.
Positive Highlights
  • Successfully guided customer through accessing the router web UI at myrouter.local, a secure and correct method per KB.
  • Correctly used the Troubleshooting > Status > Report page to inspect port connectivity, per KB guidance for diagnosing WAN issues.
  • Accurately diagnosed that the Ethernet cable was in a LAN port instead of the WAN port by interpreting the X mark in the port table.
  • Provided correct instruction to move the cable to the Internet (WAN) port, resolving the issue.
  • Confirmed resolution by verifying two green check marks in the UI and ensured customer satisfaction before closing.
Agent Errors / Gaps
  • Incorrectly referenced the 5-press pairing method for a router reset (not applicable to EA series routers).
  • Misstated expected LED behavior as 'solid purple or hot paint' — EA series routers do not have these LED states.
  • Provided unclear instruction about the reset button by calling it the 'red circle button' without confirming its function, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet connection after moving Ethernet cable to the correct internet port.
R2 Met Diagnostic thoroughness conf 96%
Agent guided through reset, checked router status via web UI, identified wrong port, and corrected it.
R3 Met Correct resolution path conf 95%
Agent chose a hardware‑cable‑port fix rather than unnecessary escalation or warranty claim.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the symptom (no internet), performed a reset, and used the web UI to pinpoint the root cause (cable in port 3 instead of the internet port).
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the local web interface (myrouter.local) and the troubleshooting status report to verify port connectivity.
T3 Met No misinformation conf 97%
Instructions for factory reset, local URL access (myrouter.local), and the requirement for the modem to connect to the Internet/WAN port are all consistent with the provided KB.
Communication
C1 Met Clear & professional language conf 93%
Agent kept the conversation focused, moved from reset to cable check, and closed the call after confirming resolution.
C2 Partially Met Confirmed understanding conf 89%
Agent generally used plain language but occasional unclear phrasing (e.g., “solid purple or hot paint”) could confuse the customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, no unnecessary transfers.
O2 Met Proactive follow-through conf 95%
After fixing the issue, agent gave clear next‑step advice (keep cable in internet port, optional Wi‑Fi rename). No follow‑up needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was available to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and thanked the customer but offered limited explicit empathy for the frustration.
X2 Met Tone & rapport conf 93%
Agent responded to the customer’s confusion, repeated instructions, and adjusted pace as needed.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repeats, used the web UI to diagnose, and resolved the issue in a single call.
Call Transcript34 turns · 35 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys support. This is Joy. How can I help you today?
00:00
Speaker 1
Yep, it is five, zero, U as in unicorn, 10, M as in men, one, five, C as in cat, and then 19130. My first and last name is Mallory, M-A-L-L-O-R-Y and then D-O-X-E-Y, but my dad was the one that bought this, so I'm not sure if you need his name.
01:00
Speaker 2
Okay, we have this serial number for the technology device Please. Yeah, let me check. Can I have your first and last name, please? Okay, that's all right. Um, have your email address?
01:00
Speaker 1
It is BT. D, O, X, E, Y. G, Y. Y. Yes. B is in Bravo. T. Yeah. So, we've unplugged the router for 30 seconds, plugged it back in. It probably three or four times. We did a handshake restart with the Spectrum guy. So, we unplugged the modem and the router and waited a couple minutes and then plugged them both back in. We've done that. We did that like twice. So, those are the only things we've done. I've actually like turned off, like, hit the power and turn the power back on.
02:00
Speaker 2
Is it before bravo? Okay. What troubleshooting steps have you done so far before calling us? Okay, I see.
02:00
Speaker 1
What does that mean? Sorry. [silence] Yes on our computer. Yes. [silence] Okay. [silence] Where's that at? The red button you said, sorry. [silence] Okay.
03:00
Speaker 2
But the network name of that router is still showing up on your Wi-Fi list, right? Like, the Wi-Fi name of that router is still showing up as available network. Okay, um, let's just try to reset that one and then we will just set it up again. Um, just press the reset button of the router, the red one at the back, press and hold it until the light will turn off and then release. At the, yeah, the red button. Press and hold until the light on the front will turn off, then release.
03:00
Speaker 1
Okay. It just turned off and I let go. Okay it's starting it's um blinking blue light sequence now. Okay.
04:00
Speaker 2
Okay. Let me just get to turn solid purple or hot paint.
04:00
Speaker 1
It just keeps going blinking the blue and then the green. So it must still be thinking. It came up hot or I don't know if I would say that it's hot pink or purple.
05:00
Speaker 2
Yeah. Okay. That's all right. Press the red circle button again. press the. Yeah. Yeah. Yeah. Yeah. Thank you.
05:00
Speaker 1
[silence] Okay. Okay. Okay. Okay. I just hit it five times. It is like a white-ish color. [silence] Yes it is. Yeah, it's there's a green light down there and then there's a uh orange blinking light. I don't know what that means, but, [silence]
06:00
Speaker 2
on the internet port Ethernet cable is connected to the internet port of the router correct
06:00
Speaker 1
little bit, no, it's back to blinking red again. No. Unfortunately, there's like three different different Ethernet spots. Should I unplug it and try a different? Okay. Yes. Yes. No, it did not. [silence]
08:00
Speaker 2
Do you have other ethernet cable that we can use? from the modem to the router it must be can access to the internet port only the yellow port uh huh can you try to check your Wi-Fi settings is the network name LinkSys is now showing up as available now work
09:00
Speaker 1
Yes, now it is. Yes.
10:00
Speaker 2
the default network name of that router. It's not showing up? Okay. Can you try to connect to it then use the password it's at the bottom of the router.
10:00
Speaker 1
Okay, I put it in it says it's verifying and connecting. Yes. Okay, it just connected to it. It says it's connected but there's no internet. [silence] Okay, I just plugged it back.
11:00
Speaker 2
It's still blinking red. Does it says no internet connection or just connected? Okay, I think. Can you try to unplug the internet cable and then plug it back in? Make sure to hear a click.
11:00
Speaker 1
Just one. Uh, ubert. Yes. Yes. It still says on my computer that it's connected to it. Um, yes. [silence]
12:00
Speaker 2
How many ports do you have on your modem? Just one. Okay. You have your computer, right? Okay, can you maybe connect your computer to the network name of that router and then we will try to check the settings. It's connected, but no internet connection. Okay. Ah, that's all right. As long as it's connected to the network, and then open up [silence]
12:00
Speaker 1
Okay, I am here. It wants me to download an app. [silence].
13:00
Speaker 2
browser and access myrouter. Local. then what does the page show? Can you see a picture of two smartphones? Okay. Can you click that picture then it will allow you to log in using router password.
13:00
Speaker 1
you said: admin all lowercase okay. It just went through. Okay. I see a whole bunch of stuff now. Yes. Okay. Yes. Okay.
14:00
Speaker 2
Yeah admin all in lowercase. Yes. Okay. You know, all right, so you're now on links Linksys Smart Wi-Fi tools and then on the left side, there is Linksys Smart Wi-Fi tools and then router settings, right? So under router settings, you click troubleshooting and then under troubleshooting, there's status, diagnostic, and logs. So under status, click report. [ silence ]
14:00
Speaker 1
There is nothing in the Internet column. There's under the, well, it's Internet and then there's one, two, three, four, it's three and then it's X at the one G P GBPS. those numbers yeah the Ethernet it's at number three it says uh no uh no yes
15:00
Speaker 2
And then gently scroll down at the very bottom and you can see there port table is there an X mark on the internet under 1 GBPS on, um on which port? Is it on the internet port or the. Okay, so that means your ethernet cable. Uh do you have other devices that are connected to the router as of this moment, aside from the router? I mean, from the modem. Only the modem. So that means the. [silence]
15:00
Speaker 1
Okay. It is red, solid red. Give me one second. Yes, is internet
16:00
Speaker 2
The internet cable is on port number 3. Can you kindly transfer it to the internet port? And then what's the light of the router? Okay. Can you check again the web interface if the X mark is now on the internet port one GBPS?
16:00
Speaker 1
all right and then it's X at the 1 GB PS. Oh it's now blue. It's now blue. okay yes yes it does perfect thank you so much I don't know why it was all messed up like that okay yeah I don't know
17:00
Speaker 2
okay good check again the router okay on your computer kindly just click OK to exit from troubleshooting page and then it will bring you back to the main dashboard and on the network status that is have two green check marks does it say connected okay so that means you have now Internet connection so the router is now working okay so yeah you just like uh make sure the ethernet cable will just stay on that port do not um plug it into different port because it will not generate Internet so it will just stay on the internet port
17:00
Speaker 1
Yeah, I don't know who moved it. All right. Um, no, it's probably better just 'cause I'm not here all the time. So, um, it's my parents are here. Yeah. Okay. All righty. Thank you so much. You too, thanks. Bye.
18:00
Speaker 2
So, okay, do you want to change its name and password since right now it's still on default? Okay. You just wanted to leave it as it is? Okay, I see. But if you wanted to change it, you can use that page and go to Wi-Fi settings in case you wanted to change the Wi-Fi name and the Wi-Fi password. Hi there. Hi. You're welcome. Thank you for calling Linksys ma'am. Have a good one. Bye.
18:00