V2 Rubric Detail — 974797f6-716f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 14:59
Duration
5m 30s
Contact
Shiv Enakar
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134950
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall57.5% (+1.5)

V2 Grader Summary

The agent failed to perform adequate diagnostics, skipped tool-based verification, and incorrectly cited warranty status to limit support, resulting in no resolution. While communication and ownership were strong, the lack of technical process and inaccurate LED description left the issue unresolved. The case correctly did not escalate, but core troubleshooting expectations were not met.

V1 Case Analysis

Mesh nodes not connecting after ISP change; out-of-warranty. Agent advised factory reset of both nodes and will email setup instructions.

Troubleshooting Steps
  • Collected serial number, ISP name, and node count
  • Checked LED status on main node (solid red)
  • Advised full factory reset of both nodes
Key Observations
  • Agent skipped the recommended initial step of testing the internet connection directly at the modem per universal_isp_modem_diagnostics.md.
  • Provided incorrect LED color information: stated 'solid pink or purple' when the correct ready-for-setup color is solid purple (per led_intelligent_mesh_consumer.md).
  • Warranty status was clearly stated and aligned with support policy.
  • Did not confirm the model number, which is necessary for model-specific guidance, especially for mesh topology and reset procedures.
  • No verification of whether the customer had already attempted a factory reset or whether the nodes were previously configured.
Positive Highlights
  • Collected serial number and detailed contact information at [01:00]–[02:00].
  • Asked for ISP name and number of nodes, which are relevant for topology and setup context.
  • Provided clear, step-by-step reset instructions at [03:00]–[04:00].
  • Offered to send written instructions promptly via email at [05:00], which supports self-help.
  • Clearly communicated warranty status and support options at [04:00].
Agent Errors / Gaps
  • Did not perform basic ISP/modem direct speed test before recommending reset (Step 1 in universal_isp_modem_diagnostics.md).
  • Provided inaccurate LED color information (said 'solid pink' at [03:00]; correct color is solid purple per KB).
  • Did not confirm the model number, which is essential for accurate troubleshooting and reset instructions.
  • Did not verify whether the customer had already attempted a factory reset or whether the nodes were previously configured.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent instructed a factory reset and promised email instructions but did not confirm resolution or verify success; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential diagnostics like testing direct modem connection or checking WAN status in router UI, jumping straight to reset without isolating the source.
R3 Not Met Correct resolution path conf 99%
Agent cited out-of-warranty status to justify offering only paid support, violating the OOW standard which requires best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified solid red light and asked for ISP and serial number, but failed to ask about modem type, bridge mode, or perform logical narrowing of root cause.
T2 Not Met Appropriate tools / resources used conf 98%
No use of diagnostic tools (e.g., checking WAN status via http://192.168.1.1, speed test, or remote session) despite the scenario clearly requiring them to verify connectivity.
T3 Partially Met No misinformation conf 95%
Agent correctly recommended factory reset, but stated nodes should turn 'solid pink or purple' — 'pink' is not a valid LED state per KB; also misused warranty status as a technical justification.
Communication
C1 Met Clear & professional language conf 97%
Agent opened the call professionally, collected required info, maintained structure, and provided a clear next step (reset + email), keeping control throughout.
C2 Met Confirmed understanding conf 96%
Agent adapted language to customer’s pace, asked for spelling of names/email, and avoided jargon, ensuring clarity and comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by not transferring, committing to send instructions, and handling the case end-to-end without deflection.
O2 Met Proactive follow-through conf 94%
Agent clearly stated the next step — sending setup instructions via email immediately after the call — which is specific and actionable.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff context to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation was warranted — the issue was within L1 scope — and agent made a correct decision not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent remained polite, thanked the customer, and maintained a respectful tone throughout, even when discussing paid service.
X2 Met Tone & rapport conf 95%
Agent matched customer’s communication style, confirmed spelling, and paced instructions appropriately, maintaining engagement.
X3 Met Overall experience conf 93%
Agent collected all necessary information in one sequence and avoided making the customer repeat details, minimizing effort.
Call Transcript12 turns · 12 lines
Speaker 1
He joy uh i recently uh got a new internet service provider and um i got the internet working i i tested that through hardlining into the modem but [silence] my [silence] router
00:00
Speaker 2
Hi, thank you for calling Linksys. This is joy. How can I help you today? [silence]
00:00
Speaker 1
It's a mesh one. It's still not connecting and I'm not really sure how to get it to work. Serial number is three eight U like Unicorn one zero M like Mary three C like cat A like Apple two zero eight one eight. It's a city. I have two. My first name is
01:00
Speaker 2
All right. Um, yeah, have this serial number of the Lagos device, please? [silence] And [silence] who is your internet service provider? [silence] How many link node do you have in total sir for this system? [silence] Did you have your first and last name, please? [silence]
01:00
Speaker 1
Hey, Search the King and Ackert. Do you want me to spell any of it? First name is spelled S like Sam, E like, Henry, I like igloo, V like Victor. Last name is spelled, A like Apple, K like Kilo, A like Apple, R like Rick. Email address is myfirst name period last name at G mail dot com do you want me spell any of that again. Deal. Yeah. No, I have I have my own.
02:00
Speaker 2
Yes, please. Okay, thank you. And lastly, your email address. Uh, that's all right. I got it. All right. Thank you so much, sir. So, um, since you got a new internet service provider, they also, um, provided you new modem, right? So, since you got, uh, uh-huh, uh.
02:00
Speaker 1
I have my own modem.
03:00
Speaker 2
Oh, okay, I see. Alright. Um, what's the light of the main node, the one that is connected to your modem. Solid red? Okay, I see. So, if it won't connect or detect any internet from, um, the modem using the new ISP, then you need to do a full factory reset on your router and set it up again. In. Um, since you got two nodes, they must be on the same room and then for you to reset them properly, just press and hold the reset button until the light at the top will turn off, then you release. So, both of them must turn solid pink or purple. That means they're ready for setup.
03:00
Speaker 1
Okay. Get the nodes in the same room. And then I have to press and hold the reset button, you said? Okay. All right. Let's begin this. Go ahead.
04:00
Speaker 2
Yes, once you plug in the nodes, make sure they reboot first before you reset them. And by the way, sir, as for checking here on my end, the no longer under warranty, so we cannot provide free technical assistance, but you can still avail our paid service that's $15 an hour, but if not, I can [silence].
04:00
Speaker 1
Oh, you can just send me email instructions then, I should be able to take care of it. Okay. Deal. Thank you. You too. Bye.
05:00
Speaker 2
can also send you an email instructions for of setup procedure. Okay sure. So, I'll just send you the instructions right away, after this call. So, yep, that's the only first thing that you need to do to reset them and then just follow the instructions for the set up process. Alright. You're welcome. Thank you for calling. And have a good one. Bye.
05:00