V2 Rubric Detail — 909d411c-68fa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:41
Duration
24m 26s
Contact
Margie Lopez
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133493
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+14.0)

V2 Grader Summary

The agent correctly diagnosed a failed modem-to-router handshake on an in-warranty MX2000, guided the customer through a proper power-cycle, and confirmed both nodes achieved solid blue and internet restoration. All indicators were met, with no escalation needed. The interaction concluded with customer satisfaction and clear closure.

V1 Case Analysis

Customer reported red LEDs and no internet on MX2000 mesh nodes. Agent confirmed modem was unplugged from WAN port, guided customer through power cycle (modem first), and verified resolution via YouTube test. Issue resolved.

Troubleshooting Steps
  • Verified physical cable connection between Spectrum modem and Linksys WAN port
  • Confirmed LED status on parent and child nodes
  • Performed proper power cycle: modem and router powered off for 30 seconds, modem powered on first, then router after stabilization
  • Confirmed both nodes returned to solid blue
  • Validated internet access via customer's phone (YouTube test)
Key Observations
  • Agent correctly identified the root cause as an unplugged WAN cable between the Spectrum modem and Linksys router.
  • Power cycle instructions followed best practice: modem first, wait for stabilization, then router.
  • Agent obtained explicit confirmation of internet access via YouTube test on customer's phone.
  • Agent provided clear explanation of root cause and proper troubleshooting procedure before closing the call.
Positive Highlights
  • Collected model number, serial number, customer name, and email at the start of the call.
  • Verified warranty status via internal system.
  • Identified missing WAN cable connection — critical diagnostic step.
  • Provided correct power cycle sequence: modem first, wait for stabilization, then router.
  • Confirmed resolution by having customer test internet access via YouTube.
  • Explained root cause and proper procedure clearly before closing the call.
  • Maintained professional and empathetic tone throughout the interaction.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent confirms both nodes are solid blue and states 'nodes are back online' after power-cycle; customer expresses satisfaction and thanks the agent, indicating resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent systematically checks physical connection, LED status, performs a full power-cycle (modem and router off for 30 seconds), verifies stabilization of modem lights, and confirms internet connectivity via phone.
R3 Met Correct resolution path conf 95%
Device is in warranty; agent correctly opts for troubleshooting over premature RMA, aligning with support policy for connectivity issues resolvable via reset.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identifies red LED as symptom, asks about modem connection, confirms cable placement, isolates issue to parent-node-modem communication, and applies targeted fix.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were needed; agent used appropriate diagnostic methods (LED observation, power-cycle) consistent with KB for physical layer issues.
T3 Met No misinformation conf 97%
All instructions (power off modem and router, wait 30 seconds, power on modem first, wait for stable lights, then power on Linksys) match universal_support_contacts.md and escalation_guide.md.
Communication
C1 Met Clear & professional language conf 94%
Agent opens with purpose, maintains control through structured steps, transitions smoothly between actions, and closes after confirmation of success.
C2 Met Confirmed understanding conf 95%
Agent uses plain language, checks understanding ('Is it solid?', 'Can we...?'), adapts to customer’s pace, and avoids technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case end-to-end, does not transfer, and follows through until resolution is confirmed.
O2 Met Proactive follow-through conf 95%
Agent provides clear next steps: power-cycle sequence, verify modem light stability, check LED color, test connectivity; no further follow-up required.
O3 Not Applicable Closure confirmation conf 92%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—issue resolved at L1 with proper power-cycle.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent thanks customer for patience, expresses hope for satisfaction, and maintains courteous, professional tone throughout despite customer disorganization.
X2 Met Tone & rapport conf 95%
Agent matches customer’s fragmented pace, repeats instructions clearly, confirms progress, and keeps engagement despite ambient noise and delays.
X3 Met Overall experience conf 96%
Agent avoids unnecessary steps, does not ask for model/serial beyond initial verification, resolves issue in one power-cycle without repetition or holds.
Call Transcript34 turns · 39 lines
Speaker 1
so the modem is this and the router is this so that's just we need okay okay so will the oh my goodness right that's what I need I support team Oh I would I'd rather get one of these that's that's what I want well amigos de mine you don't have to pay on a monthly basis you just pay one one cup one time 242 something or 201 you know
00:00
Speaker 2
[silence]Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
01:00
Speaker 1
the l house se fue satelital saturno bianco blue [silence] And I'll say you two are gonna connect it together. Oh, you know what? Why is that? So they both have to be in the room. Hugo, porque você conectou esse, eu estou conectando esse aqui para ver se, se funcionou, se conectou isso aí, Mathieu deixou como está antes. are you going to schedule or send? I i love uh give me one second please hold on thank you
02:00
Speaker 2
Thank you for calling Linksys, this is Epi, how can I help you?
08:00
Speaker 1
My fixture coming. Sorry. Hi. I have a product of yours that I'm having issues with. Okay. They're the motives are red. They're not blue. So I'm trying to see how can I get it working or are these out of stock or not working. I can give you Sure. The serial number it's five zero D one zero M as in Mary to nine C three, three, four, nine, six.
09:00
Speaker 2
Okay. Mhm. Mhm. Mhm. Mhm. Okay, so you lost connectivity. All right. Can I have the model number and the serial number of your Linksys device, ma'am? Just try to look underneath It.
09:00
Speaker 1
Is it a, it's, I think, is this a six or an eight? Yeah, six. Correct. Uh, I do not know, because my son is the one that bought these. I'm not. Oh, yeah, yeah. It says MX 2000, yes. Model number. Uh, for a while. I don't know exactly for how long.
10:00
Speaker 2
Okay, um, five-oh-D like David, 10M like Mary, two-nine-C for Charlie, three-three-one, four-nine, six, right? Okay. All right. So you have an MX 2000, right? Mm-hmm. How long have you been using this, ma'am? Okay. All right. Yeah, that's okay cause it shows here in our system that the device is still in warranty, so it's
10:00
Speaker 1
My name is Margie, but my son is the one at the bottom. Okay. [sounds changes] L-O-P-E-Z. 5 1 0 at gmail.com A spectrum I have two
11:00
Speaker 2
[silence]
11:00
Speaker 1
Yeah, we have computers and a laptop. I did. I did. And they refer me to you. Yes, our lineups are perfect.
12:00
Speaker 2
We're [silence] available. Okay. All right. Okay. Yes, cuz since you've lost connection, um there's there could be a need for us to have this reconfigured. Okay. And Have you checked with spectrum first, if you have active internet connection, since you mentioned that you've lost connectivity. And theyve check your line already. All right, ma'am. So, [silence] Okay. So, uh [silence] yeah, um in this case, ma'am, uh can actually uh [silence] I can offer you our home networking setup guide and [
12:00
Speaker 1
probably is best if you walk me through the process.
13:00
Speaker 2
and this will this includes series of step-by-step instructional videos from our Links YouTube channel. so this guide will help you set up and optimize your home network. Well, would you like that guide or you want me to walk you through the process instead? Okay. all right, no worries, Mam. So, let me verify first your cable connection. So you have a modem from Spectrum, right? Cable modem from Spectrum. Is it connected or is it plugged into the yellow part at the back of your parent node, the main one? [silence]
13:00
Speaker 1
No, no. It's the the modem. It uh.
14:00
Speaker 2
OK. All right, hold on. So do you have a cable, connected from the spectrum box to your, Linksys. It's not connected. OK. Cuz we need to have it, yeah. We need to have your modem connected straight to the Linksys, ma'am. To the parent node, especially the main node. So can we make sure that you have a cable connected from your spectrum box? What's the name of your spectrum? Yes. Did it say anything on the box? Like, uh, is it, is it just spectrum? Does it have a name?
14:00
Speaker 1
well does it have a name? no it's just a spectrum. uh huh. Okay. Okay. yes okay uh we just this is. It's red. Mm-hmm. It's solid red. Sun.
15:00
Speaker 2
just say spectrum, okay? So, can we trace the cable, please? Do you have any cable connected from that box to the Linksys? Just make sure it's connected to the port that says "Internet" at the back of your Linksys. Okay, all right, and make sure that the, uh, that your parent node, the main node from Linksys is powered on, and tell me what is the LED indicator on top? What's the color? That is red. Is it solid? Okay. Okay, where where's the other node, ma'am? Because you mentioned you have two Linksys devices.
15:00
Speaker 1
but, go ahead, they're, they're next to each other, but six feet away. Yeah, I don't, I don't have my laptop connected right now. You know what, um, I, I, right now, um, I have not connected my computer yet, cuz I, I just recently, I moved from another room and everything is disconnected. It will take time for me to connect it.
16:00
Speaker 2
Can we, can we connect your laptop closer? Connect your laptop, yeah. Can we move it? Can we move it closer to that pendant note? Like uh six, six feet away, five to six feet away. Oh, they're next to each other? All right. Okay from your laptop, can you still see your network? The one from linksys? Are you still connected to that network, okay? Um, can we uh go ahead and check your computer, ma'am cuz we need to verify the settings. Can we power it on? [silence]
16:00
Speaker 1
to still put it together. My desktop. Just my phone. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah, it says trap house. Yes. But right now, of course, no internet connection is there.
17:00
Speaker 2
uh, do you have any other wireless devices aside from your computer? Just your phone. OK. If you go to settings and you go to Wi-Fi, can you see your network? Connecting. OK. Does it have a check mark? OK. All right. Can we power off your um, the main one, Ma'am? OK. Power it off and then power off your modem, the one from Spectrum. OK. Leave it off for
17:00
Speaker 1
Okay. Let me find this. Is that on? Okay. Oh, I like it. and yellow. So she said plug it. Oh, I think plug is good. The plug's totally I think plug is good. Thank you. Thank you. Thank you.
18:00
Speaker 2
I'll let you know once I plug it back in.
18:00
Speaker 1
Woo, what's this or not? Wow.
19:00
Speaker 2
All right. Can we power on your modem first? The one from spectrum. Wait for the lights to stabilize before you plug in the Linksys back. Yes. Uh, make sure, yeah, before you plug in the Linksys ma'am, make sure first that the modem light is stabilized. The online light on spectrum should lit up. It should be solid. [silence] Okay.
19:00
Speaker 1
Okay. [silence] Okay solid now. Okay, we just did. [silence] Okay, it's white now. [silence] Oh. [silence] Ben, I don't think that those. [silence] [silence] Okay, I can't [silence] tell us everything. It is. [silence] So
20:00
Speaker 2
well wait for it to turn solid okay okay can we turn on the parent node the main node parent alpha channel okay time for series for I've already saw hide core statistical development dot no okay all right so is it still blinking the parent note Domie I mean the the links? I think this computer has a doesn't have a white slide. It is it's blinking red ma'am, or what's the LED indicator? It's solid blue. Okay. Can we check your phone? Cuz you're you're still connected to the network. So just check the phone if uh you're able to go online.
20:00
Speaker 1
but I can't do I tap on the trash house? Wi-Fi? OK. Okay. Got it. Yes, I am Oh, yes Okay Okay The COLORS is connecting to your Wi-Fi network. It may take a moment. Please wait for a while. Yeah, I can open you to Hm The Not is blue. The light is actually blue already. stable blue Yes Uh-huh
22:00
Speaker 2
Mm-hmm. Yes and check if you're connected to your network first. Okay and try to go online so you may open up um any application like YouTube. Check if you can open YouTube. Okay so it's online. What about the other node? Your other child node? So they're both solid blue. The two nodes are the two first nodes.
22:00
Speaker 1
Yes. Yeah. Yes. Yes. Yes. OU. hello. No, that'll be all. Thank you so much. Thank you. Yeah. Yes. Thank you. Yes. Thank you.
23:00
Speaker 2
Are both solid blue? Okay. Very good. That's a good thing. So, ma'am, yeah, what happened there is, um, the, uh, the parent, the, the Linksys node is actually not communicating properly with your modem. That is the reason why we need to perform a power cycle. Okay? So, to do it properly, we need to turn off your modem and turn off the Linksys, um, for 30 seconds. Then turn on the modem first, wait for the lights to stabilize, make sure the online light is solid. Okay? And then turn on the Linksys. That's how you do the proper power cycle. So, right now, um, the, uh, the nodes are back online. So, will there be anything else that you need help with, ma'am? Okay. Thank you so much for your time as well and your patience. So, let me just, uh, yeah, if ever you need to call us back in the future, just give us your phone number because
23:00
Speaker 1
This audio contains only ambient and non-speech sounds like: [sound of keys being pressed] [sound of paper being arranged], followed by [silence].
24:00
Speaker 2
So, I'm going to say we go ahead and create a record here. You may also relocate your node, ma'am, the nodes, the child nodes, to where it was placed before because it was all there before. Thank you again for your time, Ms. Lopez. I do hope you're happy with our service. This is Abbey from Linxys. Thank you for calling. You too. Have a great day, ma'am. Take care. You're welcome.
24:00