V2 Rubric Detail — 8dd98488-6b46-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:50
Duration
13m 39s
Contact
Hoon Choi
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133956
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+7.5)

V2 Grader Summary

The agent correctly followed the ISP isolation process by having the customer test the modem directly, power-cycle it, and interpret the red LED as 'no internet.' The issue was properly diagnosed as ISP-related, and the customer was given a valid next step: contact Community Fibre. While the issue wasn't resolved directly, the troubleshooting was complete and appropriate, resulting in a partial resolution. No critical errors or omissions were made.

V1 Case Analysis

Customer reported no internet on any device. Tested PC directly on modem — 'unidentified network' and no connectivity. Red LED observed on modem. Advised power-cycle of modem (no change). Confirmed issue is with ISP (Community Fibre). Provided ticket #133-956. Customer to contact ISP for resolution.

Troubleshooting Steps
  • Collected Linksys router model (WHW03) and serial number (30S20M34B02950)
  • Instructed customer to disconnect Linksys router and connect PC directly to ISP modem
  • Confirmed PC showed 'unidentified network' and no internet access
  • Guided power-cycle of the modem (unplug for 10 seconds, replug)
  • Observed red LED on modem remained after reboot
Key Observations
  • Agent correctly followed diagnostic isolation: bypassed Linksys router to test modem directly — aligns with universal_isp_modem_diagnostics.md Step 1.
  • Accurately interpreted red LED as 'no internet' — matches KB guidance in led_intelligent_mesh_consumer.md (solid red = no internet connection).
  • Provided a ticket number (133-956) for continuity — good case management.
  • Failed to acknowledge customer frustration or use empathetic language — customer expressed confusion and concern at [10:00] and [11:00].
  • Used slightly incorrect terminology: referred to the modem as 'hub' multiple times — while understandable, 'modem' is the correct term per KB and avoids confusion.
Positive Highlights
  • Accurate troubleshooting path: correctly isolated the issue to the ISP/modem by testing direct connection — follows universal_isp_modem_diagnostics.md exactly.
  • Correct LED interpretation: solid red = no internet — matches KB guidance precisely.
  • Clear next step: advised customer to contact ISP (Community Fibre) — correct and actionable.
  • Provided ticket number (133-956) for future reference — supports case continuity.
  • Efficient flow: avoided unnecessary resets or app/web pivots — stayed focused on isolation.
Agent Errors / Gaps
  • Did not acknowledge or validate customer frustration — customer expressed concern about the root cause, but agent did not empathize or reassure.
  • Used incorrect terminology: referred to the modem as 'hub' — this created potential confusion despite being contextually understandable.
  • Asked for model number of the ISP modem despite knowing it was from Community Fibre — unnecessary and wasted time, as the agent correctly shifted focus to ISP support after confirming no connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent tells the customer to call Community Fibre and says 'better to call your internet service provider... then call us back for further assistance,' without resolving the issue or confirming resolution.
R2 Met Diagnostic thoroughness conf 94%
Agent correctly isolates the issue by instructing the customer to connect PC directly to modem, power-cycle the modem, and verify internet access — following proper diagnostic sequence from universal_isp_modem_diagnostics.md.
R3 Met Correct resolution path conf 96%
Agent correctly identifies that the issue lies with the ISP/modem and advises contacting Community Fibre — the appropriate path given the evidence of no internet even when bypassing the router.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identifies the symptom (no internet), asks for model/serial numbers, verifies direct connection to modem, checks LED status, and confirms power cycle — following a logical diagnostic process consistent with KB guidance.
T2 Met Appropriate tools / resources used conf 95%
The scenario required basic physical diagnostics (direct PC-to-modem test, power cycle) — no advanced tools were needed, and the agent used the correct methodology per universal_isp_modem_diagnostics.md.
T3 Met No misinformation conf 98%
Agent correctly states that a red light means 'no internet connection' and advises power cycling the modem — both technically accurate per led_intelligent_mesh_consumer.md and universal_isp_modem_diagnostics.md.
Communication
C1 Met Clear & professional language conf 93%
Agent frames the purpose of each step, maintains control by redirecting back to diagnostics, and manages transitions clearly (e.g., isolating modem first).
C2 Met Confirmed understanding conf 94%
Agent uses simple language, repeats key instructions ('connect PC directly to modem'), and confirms understanding — adapting well to customer’s confusion and speech patterns.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case end-to-end, performs full troubleshooting, does not transfer, and provides a clear next step — demonstrating full ownership.
O2 Met Proactive follow-through conf 95%
Agent sets clear next steps: contact Community Fibre, verify internet access when connected directly to modem, then call back — realistic and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident; this appears to be the first contact, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue is correctly identified as ISP-related, not requiring internal escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent remains patient despite customer’s repetition and confusion, uses polite language ('kindly'), apologizes when needed ('sorry'), and maintains a helpful tone throughout.
X2 Met Tone & rapport conf 93%
Agent matches the customer’s pace, uses short confirmations ('okay'), repeats instructions clearly, and avoids technical jargon — maintaining engagement effectively.
X3 Met Overall experience conf 89%
Agent collects necessary information (model, serial) that could be used in follow-up; all steps are part of standard ISP isolation process — no unnecessary repetition or avoidable effort.
Call Transcript27 turns · 27 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. This is Trina. What I hope you today? [silence] But when you wire it a computer directly to the modem, sir, were we able to go online? [silence]
00:00
Speaker 1
no, no, no, no because my PC is connected to the um the router um directly with the um um land line but like um I can't I can't I can't access the internet actually. um just a second sorry, um could you repeat that? to the modem like um the the one on on the wall like the black one uh yeah, I connected it but um it's not working yeah, I connected it because I use land line so like I connected it but like um it's not working [silence]
01:00
Speaker 2
Kindly connect your PC, directly to the modem. Unplug the ethernet cable. Connect your PC, PC, computer directly to the modem. [silence] Community fiber. [silence] Yeah. [silence] The hub. [silence] Okay, but we really need to verify or to check your modem first because our linksys router is [silence]
01:00
Speaker 1
Okay. Yeah. Yeah, yeah, yeah, yeah. Yeah. Uh, uh, to the um, Black box. Uh, okay. Oh, okay, got it. Um, just a s- and...
02:00
Speaker 2
When you connect your PC directly to the hub, were you able to access the internet? [silence] Yeah, to the black box. [silence]
02:00
Speaker 1
Okay. So, um I connected my LAN cable to the, um black box, which is modem, and um unidentified network, it says unidentified network, no internet access. I'm trying to, yeah. I still can't access to any internet. Um, okay. Where, where is it actually? Um,
03:00
Speaker 2
Can you please provide the model number of the black box there? It--- probably labeled on the device itself. Look for the model number.
03:00
Speaker 1
But it's not from, like, um, Linksys. My router is from Linksys, but, like, um, this black box is from, um, Adrian. 81, yeah. Um, I don't, I don't really see any, um, number on it actually. No, there's no, um, number on the, um, on the black box actually. Okay. Um, Hun Choi.
04:00
Speaker 2
Can you please provide a model number. That's okay, but of course, to create a record here in our system, allow me to gather your information including the information of your Lenix devices, okay? Tommy, I know your first and last name.
04:00
Speaker 1
howchoy H O N K O Y my last name is Troy choi Dun um choi H C H choice 98 82 gmail mm-hm yeah H H C H O I 98 82 yeah that's correct
05:00
Speaker 2
Sorry, your first name is age double O. Okay, who and your last name? And your call back number, just in case this call will disconnect. Okay. And your email. [silence] that C for Charlie, letter H4 Henry. Oh for Oscar, I4 India 9882 at gmail.com. And how many links is routers.
05:00
Speaker 1
Um, like I'm just one. Um, there's the second, so. It's the serial number. Oh wait. Uh, oh yeah yeah yeah, okay. Um, so the serial number is three zero. S two zero M three four B zero two nine five O. Yeah. Yeah, that's correct. [silence] Uh,
06:00
Speaker 2
Do you have one links is router and what is the suril number? On the bottom it is labeled on the bottom. Okay, so it's 3 0 S for Sam, 2 0 M for Michael, 3, 4 B for boy 0, 2, 9, 5, 0. Okay, so what is the model number of this router?
06:00
Speaker 1
The model number is WHW03 here Been You. How many sorry? What? For OK? You mean, you mean the one that land land cable or like Wi-Fi lots of cable goes Egypt? Yeah, we got one. Yeah. Mm-Hmm. Hmm.
07:00
Speaker 2
Again, it is provided by your Internet service provider, which is CommunityFibre. Okay. Now, since you cannot provide the model number of the hub or the modem, which is the black box, how many ports do you have with the modem, sir? Four ports. Yes, exactly. There's only one. It's a plain modem. Okay. So, when you connect your PC earlier directly to the modem, so, PC, modem. [silence]
07:00
Speaker 1
I PC doesn't respond. Yeah, no. Okay. Okay.
08:00
Speaker 2
You cannot access the internet. Okay. Kindly power cycle the modem. Unplug the power adapter of the modem. Wait for 10 seconds to plug the power back to power cycle it.
08:00
Speaker 1
yeah I just cycled it and like it's still showing me the red light okay okay sure okay link this to yeah this this loud to is not connected to the modem like I'm my modem to my PC
09:00
Speaker 2
Yeah, but I guess it's still booting up. Let's just try to wait on two to four minutes for that modem to fully boot up. So your setup topology is from the modem and then the PC. So the Linksys router is currently unplugged for this isolation. Okay.
09:00
Speaker 1
STOP, wait, wait, wait, OK. OK. If that's the case, then that would be the problem with the router, right? OK. [silence] uh-- no. No. Are you're saying my land cable might be the--
10:00
Speaker 2
Okay, because let's really start from the modem itself because the mo- our Linksys router is dependent to the modem, but provides internet connection. That's why we wired a PC to check if the modem provides internet connection. Yes, that- that would be the problem of the modem. So once you connect a PC directly to the modem and you're not able to access the internet, so you really need to call your internet service provider. with this concern. Which is your community fiber? Or maybe do you have a different ethernet cable also?
10:00
Speaker 1
You know, the potential problem for this. I don't think so, because like I can't access to any Wi-Fi's neither on my phone. So like I think it's just merely, you know, the problem of like a modem or fault or whatever. okay. Okay, sure. But it still it's still showing me the red light, but is that okay though? Yeah, I kind of searched it up and it says like it could be some kind of like a damage for on the, you know, the the the actual hardware or something, you know, like the the the the fiber cable outside or whatever.
11:00
Speaker 2
Yeah, possible. Yes. Okay. So I guess the modem is fully Burrow. can you please try to unplug and replug the internet cable and check if you can browse or access the internet when your PC is connected directly to the modem. Red light is not okay. Red light in general, which means it's no internet connection.
11:00
Speaker 1
Okay, okay, sure. If I, if I can't, okay, I can't access to the internet. So, um, um, so, maybe I should call to community fiber, not linked, is, right? Uh, uh, sorry, what do you think? Uh, okay, sure, sure.
12:00
Speaker 2
General, sir, it's no internet connection, but to guarantee that it will resolve the issue, better to call Community Fiber. Yes. So, all you need to do, sir, is to call your internet service provider, Community Fiber, and make sure that your PC can online when you're connected directly to the modem. [silence] So after you call your internet service provider, make sure that your PC can access the internet when it's connected directly to the hub. Then after that, when it goes online, connect your router, and feel free to call us back for further assistance.
12:00
Speaker 1
Oh, okay. Yeah, sure. That's great. 1-3-3-9-5-6. 1-3-3-9-5-6. Right. Okay, cool. Um, thank you very much for your support, actually. Uh, I'll call to, um, Community Fire, then. Thank you. Thank you to you. Thank you. Yep.
13:00
Speaker 2
I will provide your ticket number so that the next technician can quickly access your information. So it's 133-956? Yes. Exactly. Ok, you're welcome hun and have a great day. Take care and bye for now. You're welcome, bye.
13:00