V2 Rubric Detail — 8d003d6e-6032-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:29
Duration
7m 38s
Contact
Ramin Lavi
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132265
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300_No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall69.2% (+5.2)

V2 Grader Summary

The agent followed correct OOW protocol by offering paid support and a step-by-step email, demonstrating ownership and clear communication. However, no resolution was achieved, and critical diagnostic steps (direct modem test, router login) were skipped. The issue remained unresolved, though the agent provided a valid path forward consistent with policy.

V1 Case Analysis

Router (E Series, serial 29V11M21C) shows solid red LED and 'No Internet' after Spectrum outage. Customer performed modem power cycle and 30-second factory reset. Reconnected to default SSID but no internet. Agent confirmed device out of warranty and offered to email setup instructions to RammanLAMinhap20@gmail.com.

Troubleshooting Steps
  • Confirmed modem is online.
  • Instructed power-cycle of modem for 3+ minutes.
  • Guided a 30-second factory reset of the router.
  • Advised to reconnect to default Wi-Fi and run setup wizard.
Key Observations
  • Agent never asked for the router model number, though serial was provided.
  • Agent correctly identified the need for a factory reset and modem power cycle.
  • Agent offered to email step-by-step instructions, providing a valid self-help path.
  • Agent stated the device is out of warranty and explained paid support option clearly.
Positive Highlights
  • Provided correct modem power cycle instructions (3+ minutes).
  • Correctly instructed reconnection to default SSID and setup wizard prompt.
  • Offered to send a personalized email with step-by-step guidance.
  • Clearly explained out-of-warranty status and paid support option without coercion.
Agent Errors / Gaps
  • Missing model number collection despite troubleshooting a hardware issue.
  • Overstated reset duration (30 seconds instead of 10 seconds for E Series).
  • Did not verify serial number in system or confirm product family beyond 'first generation'.
  • Did not create or cite a HappyFox case number.
  • Lack of empathy or explicit acknowledgment of customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support or to send an email but did not restore internet connectivity or guide the customer through a full resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested power cycling and factory reset but did not verify the modem connection directly or check WAN cable integrity — key steps in KB diagnostics.
R3 Met Correct resolution path conf 97%
Agent correctly identified the device as out-of-warranty and offered the appropriate OOW path: paid support or a step-by-step email guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified red LED and no internet, asked about reset, but skipped essential diagnostic steps like testing modem directly or checking cable connections.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools were used — agent did not instruct customer to test internet at modem, check router admin page (192.168.1.1), or run a speed test, all standard for this issue.
T3 Met No misinformation conf 98%
Instructions given (30-second reset, default SSID, need to reconfigure) were technically accurate and aligned with KB guidance for OOW devices.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control, provided clear transitions, and structured next steps without losing focus or being derailed.
C2 Met Confirmed understanding conf 97%
Used accessible language, confirmed email address, and avoided technical jargon; adapted well to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and committed to sending a follow-up email with instructions.
O2 Met Proactive follow-through conf 97%
Clearly outlined next steps (power cycle modem, reset router, reconfigure) and promised a personalized email within three minutes.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the OOW status and available support paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent was polite but did not acknowledge the customer’s frustration over a two-day outage or express empathy for the situation.
X2 Met Tone & rapport conf 96%
Matched customer’s pace, confirmed understanding on email, and maintained engagement throughout.
X3 Met Overall experience conf 97%
Minimized customer effort by offering a detailed email guide to avoid repetition and streamline troubleshooting.
Call Transcript12 turns · 14 lines
Speaker 1
Hi El. Our internet was down for two days through spectrum. And it just came back up. Now our our router is just not getting any signal from the uh,
00:00
Speaker 2
Welcome to linksys support.
00:00
Speaker 1
And we've confirmed the modem is functioning. Internet cable is functioning. There's something. Maybe we think maybe something happened to the router when the internet went down. Is there any way? Maybe look at and update or see if it's the router. Yeah, it's uh, it's number 29. V as in Victor, 11, M as in Mary, 21. C as in Charlie. There you go. Yeah, you got it.
01:00
Speaker 2
We can double check circuit and I have the serial number. Thank you so much sir. Let me just double check that one here. [silence] And sorry sir, your internet service provider is spectrum, right? [silence] Okay, so you have there... [silence] And you've tried sir to power cycle already the linkages router after the modem got online? [silence]
01:00
Speaker 1
I tried to but I never got like the white the white light. All I got was it went from a blinking red to just a blinking blue. Um so I don't know if I I held the power button the reset button for over 30 seconds. Is that the process? [silence] On the back. [silence]
02:00
Speaker 2
Okay, usually, sir, once we actually press the reset button for about 30 seconds, uh, everything that because that is actually a full factory reset already, uh, everything that is configured on the Linksys router before when it was connected to your modem, that will be removed or deleted. So it will revert back to its default Wi-Fi name and default, Wi-Fi password. Can you see the Wi-Fi name on the list? At least the default one? Um, at the bottom there of your Linksys router, you have a sticker. So you have there a
02:00
Speaker 1
Oh yeah, you know what, I I do see a new network here with what's on the name of my router here. Yeah, I see that. Yeah. Yeah, let me put in the password. It's right here on the back, hold on. Okay, so that's in. Okay, so now it says, so here's where it's here's what my problem. It says no Internet collect connection to that to that Wi-Fi. Bus my router's got this red dot, solid dot, like it's not getting a connection at all.
03:00
Speaker 2
set up Wi-Fi name or default Wi-Fi name or SSID. Usually it starts with linkis for this kind of router. Okay. So you need to connect that one, sir, and then usually it will prompt you up to set up the device. Can you double check? Okay, but the cable sir is connected to the yellow port, right? so what we'll probably have to do sir, because for this one, usually this router, this one is actually part of our first generation router, which means that there's already no firmware updates on this one because we already stopped manufacturing it. What we can do on this one, if it's actually still working, since you have, since you lose the internet connection for about two days, we can turn off again the modem just to refresh everything there. I know that's already online, but usually that's the process. Okay, let's try to do that. Okay. You have to do that. Yeah, I will do that now sir. Can you wait front of your that maybe five minutes. I will tell you what to do next. Okay? we modem for at least three minutes and then reset properly. Uh do one last reset to the uh Linksys router for about 30 seconds and then after after that one you need to allow it to recover for at least two to three minutes and then connect back. If yes, you will actually see it as no internet connection, but you need to set it up again, sir in order to create a new handshake with your internet service provider. So um you have to go to a website where you can set it up. So however for this one, sir, since the Wi-Fi name is still working, um for me, it only needs for you to set it up again, so it will reconnect with spectrum. Um for this one just to give a heads up, uh the device is actually showing as out of warranty. And um usually for out of warranty devices, we no longer provide further technical assistance over the phone unless we go through, sir, with our paid connection.
03:00
Speaker 1
you know what i'm just gonna i'm just gonna just yeah okay thanks for sure send me that email Ramin 343 uh Ramin 81 at gmail dot com uh [ Silence ]
06:00
Speaker 2
which is the one-time support for out of warranty devices. However, that will just cost you $15 for 60 minutes of troubleshooting, which is non-refundable, but we'll walk you through with the whole process to get you back on track. If you want, sir, I can... You're welcome, sir. But if you want, I can send you an email step by step that you can follow. So, you can do a proper reset and then set it up. Okay. Can I have, sir, an email? Mhm. Thank you, sir. So, let me just repeat that one. That is um RammanLAMinhap20@gmail.com
06:00
Speaker 1
Yeah, you got it. Ramin Lavi. Yeah, sure. Thanks.
07:00
Speaker 2
okay and first name and last name, sir. okay. Give me, sir, three minutes after this phone call, so I can personalize the email. So it will be easier for you to follow the step by step. So just follow the reset and then set up. So it will connect back to your Spectre modem, okay? Okay. Thank you so much, sir. And you still have a great day today, so you take care.
07:00