V2 Rubric Detail — 98a2e93e-81f5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 15:38
Duration
46m 1s
Contact
813-422-9265
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137630
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership3.57/5
EscalationN/A
Customer Exp3.21/5
Overall82.9% (+62.9)

V2 Grader Summary

The agent successfully resolved the customer's internet connectivity issue through systematic troubleshooting (modem test, factory reset, MAC cloning) with clear guidance and customer confirmation of restoration. However, T3 is downgraded to Not Met per Assessment 3's KB validation for inaccurate LED state description ('solid purple or hot pink') after reset. All other categories demonstrate effective resolution ownership and communication, with only minor gaps in empathy and next-step scheduling.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet works after reset and MAC clone: 'Yep. It goes right to the Internet' and 'I think we fixed it'; agent verifies via dashboard and confirms setup complete.
R2 Met Diagnostic thoroughness conf 96%
Agent systematically guides through modem test, factory reset, MAC cloning, and web UI verification - all relevant, logically sequenced steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent correctly identifies router misconfiguration as root cause, proceeds with reset + clone without premature escalation or warranty-based dismissal; issue resolved through appropriate troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (solid red LED), confirms ISP functionality via direct modem test, isolates router as failure point, and determines need for reset/reconfiguration.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately uses diagnostic tools: accesses router UI at 192.168.1.1, checks IPv4 address, guides MAC clone setup, and interprets results correctly for this scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly states router will turn 'solid purple or hot pink' after reset; per KB led_intelligent_mesh_consumer.md, Intelligent Mesh devices show solid purple only in setup mode, not as standard post-reset state - this misleads customer about expected behavior.
Communication
C1 Met Clear & professional language conf 95%
Agent structures interaction with clear expectations ('let me know once done'), maintains control throughout, manages transitions smoothly, and keeps focus on resolution path without unnecessary digressions.
C2 Met Confirmed understanding conf 93%
Agent adapts language to customer's technical level, confirms understanding ('can you see...?'), repeats complex instructions, and checks comprehension at key moments throughout the call.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case from first contact to resolution, does not transfer to avoid difficulty, and completes troubleshooting without deflection or abandonment.
O2 Partially Met Proactive follow-through conf 89%
Agent sets next step (gathering extender information) but provides no concrete timeline or callback commitment; customer self-defers ('I'll go get them') without agent scheduling follow-up.
O3 Partially Met Closure confirmation conf 87%
Customer mentions prior contact ('I was talking with an associate earlier'), but agent does not reference any previous troubleshooting details or findings, treating it as a fresh case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted - issue was resolved during the call with full customer confirmation of internet restoration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent is polite and professional but offers only generic empathy ('You did a good job') without explicitly acknowledging customer's frustration or prior effort on repeat contact.
X2 Met Tone & rapport conf 93%
Agent naturally matches customer's pace, checks comprehension frequently ('can you see...?'), and adjusts instruction delivery based on customer feedback and confusion during complex steps.
X3 Partially Met Overall experience conf 87%
Agent requires customer to manually perform multiple technical steps (IP lookup, MAC clone entry) that could be streamlined through agent-side actions; however, no unnecessary repetition beyond standard procedure occurs.
Call Transcript76 turns · 80 lines
Speaker 1
welcome Hello, my name is ginger. Oliver. I was talking with an associate earlier about a, uh, problem with my network and I have more information. So I'm calling back. Okay. That's correct. Yes. Okay.
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. [silence] Hi, thank you for calling Linksys. This is Joy. How can I help you today? Okay. Let me just check. Uh, this is Ms. Ginger Oliver and your email is Ginger02020502oliver@gmail.com, correct? Okay. Let me just check the documentation just a moment.
00:00
Speaker 1
Correct. [ silence ] Correct. I borrowed a laptop that has an ethernet connection and so I plugged the modem directly into the laptop and it goes right to the internet from the internet service provider. [ silence ] But when I ...
01:00
Speaker 2
All right, so you already called your internet service provider. So, um, yeah. What have they told you regarding your modem? Since, um, will you continue with the previous technician's uh, troubleshooting with you? There is no internet on your um, modem. Mm-hmm. Mm-hmm. Mm. Yeah. [silence]
01:00
Speaker 1
still when I try to boot my linksus router it goes red and says no internet yes that's correct okay the the um internet provider suggested doing that and I told him I didn't want to do that with him because he's not my network provider so I think that's probably what's next
02:00
Speaker 2
Okay, I see. So when you connect your computer directly to your modem, it can go online, right? Okay, I see. Um, if that's the case, let's try to connect again your um, router, your Nigeria's router back to your modem. And if rebooting wouldn't still help, we'll try to reset like setting it up again from scratch. Are you okay with that? Mm-hmm. Okay. [silence]
02:00
Speaker 1
Yes, it is. Correct. Okay, say that again, press and hold the, let me find it, the reset button, little red button on the back. I guess I need a pencil or something. Yeah, it's Okay, and what will the router light do? [silence]
03:00
Speaker 2
All right, I see. So, yep, just connect your computer back to your modem. I'll make sure it's on the internet port. And right now the router is still solid red, right? Yeah. So, kindly press the reset button, press and hold until the light at the front will turn off. Then once it will go back to blue, you really. The red button. Yeah. Yeah. So press and hold the reset button until the light of the router will turn off. And once it will turn back to solid blue, you let go.
03:00
Speaker 1
okay, all right. I'm pressing. Okay, it's off. It's blinking. Okay, it's blue and the lights on the back are flashing, but it's solid blue. can I let go of the reset button. Okay. Okay. now it's flashing blue.
04:00
Speaker 2
okay, just, wait for it to boot up. Yeah. As soon, you can let go now, once it's solid blue. Okay. So, just wait for it to boot up. then that means it will turn to solid purple or hot pink.
04:00
Speaker 1
Okay, it's solid red. No, it's red. Um. Yes, I do. It's called setup. Just press it five times, right?
06:00
Speaker 2
All right, is it red or, like, a hot pink color? [silence] Can you check your phone or your computer and check the Wi-Fi list if you can see a network name links it? Mhm. Yes. All right, so that means it's ready for set up. So kindly press the reset button. This time, you press it five times: one press every second. Yes, press release, five.
06:00
Speaker 1
Okay, hold on. I gotta put the phone down. Okay, I did that. It's kind of an orange color. blanking. good. Okay.
07:00
Speaker 2
[silence] the light of the router, is it? [silence] Okay, good. [silence] Let's just wait for it to progress. Yeah. [silence] that long. [silence] long enough. [silence] it'll turn to solid blue.
07:00
Speaker 1
It's solid red. Oops. It's orange. It Blanking. Okay, it's solid red again. Okay, okay. Still solid red. Unplug them, okay? My mother- the router and the modem. Okay, give me a second.
08:00
Speaker 2
Can you give it a minute, let me know if it will stay solid red or if it will change? Still solid red. Kindly turn off both the router and also your modem, just unplug them, yeah, yep, just turn off both of them.
09:00
Speaker 1
Okay they're both unplugged. Okay. [silence]
10:00
Speaker 2
so you plug back in the modem first and wait for it to go online before you plug back in the router
10:00
Speaker 1
Okay, I'm gonna turn the router back on. I have to plug it in first. Model number of my modem is a.
11:00
Speaker 2
okay. Can you tell me the model number of your modem, please? Yes.
11:00
Speaker 1
Hello. It's a G. P. H240.
13:00
Speaker 2
It's the light of the router. Yes.
13:00
Speaker 1
two zero G. GP h240e 100G. The brand is or S air by Motorola.
14:00
Speaker 2
JP her 240, one, zero, zero, g for Republic by Motorola
14:00
Speaker 1
1. And my router is solid red. Sure. Hold on a second. Okay, it's connected to the...
15:00
Speaker 2
Yeah. Only one port okay. And can you connect your computer back to directly to the modem? Okay.
15:00
Speaker 1
Well done, to the laptop. Okay. It's a win... it's a wind o.s.. Okay, I wanna go to, It says I'm connected to the internet. And I can go to, um... let me see, I'll just go to an app.
16:00
Speaker 2
Yeah, try to check first if you have internet connection. What laptop do you have? Is it a Windows or a Mac? Okay. Huh. [silence]
16:00
Speaker 1
I'm up. uh... Oh, just my. wait a second. It says that my connection was interrupted. network change was detected.
17:00
Speaker 2
All right. Um, on your computer. Okay.
17:00
Speaker 1
know how to use this I'm a Mac purchase okay I'm at settings network and turn network okay choose ethernet it it says ethernet it says network connected change adapter options sharing options you said right click on ethernet [silence]
18:00
Speaker 2
[silence] let me check your settings you go to your computer settings and then go to network and internet and then choose internet yes and then right click and check status and then [silence] yes
18:00
Speaker 1
All it says is pin to start. No, it just says pin to start. Should I click that? Okay. It doesn't say anything, it just says Pin to this Ethernet. Network connected, related settings, adapter options, sharing options, firewall, get help and feedback. But if I right click on Ethernet, it says pin to start. Should I click that?
19:00
Speaker 2
Does it have status or details? Can you see IP v4 or MAC address under Ethernet adapter option? Okay.
19:00
Speaker 1
Right. There's a status button. It says you're connected. It says there's a computer and Ethernet, private network, and the rest of the world. It says you're connected to the internet. Then it has properties and data usage tabs. When I right click Ethernet, it shows pin to start.
20:00
Speaker 2
hold on um when you go back to network and the internet can you see network connections yes um when you right click Ethernet does it shows you status and properties okay hold on um at the very bottom of your
20:00
Speaker 1
Ava your Leima enter. Okay. It says, it shows Bluetooth connection with a red X not connected. McAfee VPN
21:00
Speaker 2
search bar there. Correct. Right beside the Windows logo. Can you see that? Kindly input there. Kindly search for n for Nancy, c for Charlie, c for Paul, a for alpha, c for Charlie, a for alpha, later Lima, and then hit enter. Yes. What does it show? Woodpecker or something Yes. Right click Ethernet. Uh, click status. Yeah. And then, uh, mm-hmm. Can you give me the, um, IPV4 address? What's the IP address? Uh, IPV4 192.168.1.1. Uh, okay.
21:00
Speaker 1
Details, property, IPv4 IP the for address is 205.201.156.137. Physical address 98-40-B as in boy, B as in boy-47-Franc Alpha-0 Alpha. Okay.
23:00
Speaker 2
yes so uh yeah yeah so you can take note of that uh physical address you might need to use that one
23:00
Speaker 1
[silence] Okay. Okay. [silence] Okay. Okay. Okay. Give me a second. [silence]
24:00
Speaker 2
[ silence ] All right. And then, you can now disconnect your computer and return the connection back to Wi-Fi and then connect your router back to the modem.
24:00
Speaker 1
Okay. Let me go back to... Okay, just a second. Okay, I'm there. It's good. It wants the pass word. You mean my network pass word? Oh!
26:00
Speaker 2
and then you connect your laptop to the Wi-Fi name Linksys setup the default one that you can see at the bottom of throughout there
26:00
Speaker 1
okay, click join. Okay, I have a. Known network, I, yes.
28:00
Speaker 2
Let me know when you're connected. Yep. is it now connected to links to set up okay let me open up a browser.
28:00
Speaker 1
My router, what? Oh, okay, I've got the download. The link says app for setup. Yes. Okay.
29:00
Speaker 2
and access my router. Local. My router. Local. L O capital C A L. Can you see a picture of two smartphones? All right. And then click on that one. And then it will ask you to log in using your router password. Just use admin, all in lowercase.
29:00
Speaker 1
OK.I'm to the Wi-Fi tools screen.No Internet connection and the red exclamation points.
30:00
Speaker 2
It is still collided red. Okay, good. What is the network status? Still no internet connection?
30:00
Speaker 1
[silence] Okay. Okay. I'm waiting. Okay. I'm on the connectivity screen. Okay.
31:00
Speaker 2
okey. uh... can you scroll down to the bottom of the page? can you see the End User License agreement, privacy statement? yeah, click CA. And then on the left side under router settings, you click Wi-Fi. and then local network.
31:00
Speaker 1
Router details IP address 192.168.1.1 Mac address clone is all zeros. Okay.
32:00
Speaker 2
What's the IP address under local network under router details? Kindly click Internet settings beside local network. And then can you see there MAC address clone? Yeah. Kindly enable that one. Just check. And then type in there the MAC address that I let you take the note earlier.
32:00
Speaker 1
Okay, I'm almost done. Okay, now click clone. Oh, pick a file. Okay. Your router is applying changes. Okay.
33:00
Speaker 2
Let me know once done and then just click apply. Just hit apply.
33:00
Speaker 1
Okay. Okay. Umm, the spinning wheel stopped and I'm back to the connectivity screen. Yes. Yes. Okay. Do you want me to turn it off or unplug it? You know, the light just turned blue. Okay.
34:00
Speaker 2
And also observe the light of your router, if it will change or not. The MAC address is still on the boxes. Okay. What's the light of the router? Still solid red? Finally reboot. Just unplug it for 10 seconds and then plug it back in. Oh, you can just turn it off for 10 seconds and turn it back on. Oh, hold on. Carlo is checking the network status. You go back to your
34:00
Speaker 1
Okay. It sounds that it's connected to the Internet. Okay, I'll just go to a new window and I'll go to Google maps. Yep. It goes right to the Internet. Yeah. Yeah. I think we fixed, I think we fixed it. I can't say that. Okay. Yeah. Say that again. Want to change some? [silence]
35:00
Speaker 2
Main dashboards. Just click, OK. All right, good. Can you check if it's working now? Just visit some random sites or Google something. Okay. Is it working now? All right, that's good. Do you want to change your... Yeah, we're fixed. Yes. You did a good job. And, do you want to change your Wi-Fi name and password? Since right now it's using its default Wi-Fi name and address. Do... Do you want to change it?
35:00
Speaker 1
Yes. Yes. Wi-Fi settings, okay. Umm... okay, the two... okay, the two dot four and the five. Okay. So if I want it... I'm gonna change it to 20... 28 home.
36:00
Speaker 2
So, during your Wi-Fi name and Wi-Fi password, since you are still using the default one. The network name looks to set up. We want to change it back to what it was before. Okay, just click on Wi-Fi settings on the left side. And then there you can see both 2.4 and 5 GHz band with the default Wi-Fi name and password. So, just change both the Wi-Fi name. Yes. So.
36:00
Speaker 1
network. Okay. Okay. Okay. Okay. Do I do the... There's...
37:00
Speaker 2
So, both, all of the bands must have the same wi-fi name and also exact same wi-fi password.
37:00
Speaker 1
Two, five gigahertz. Ban. Do all of them. Okay. Twenty. [silence] Okay. 2026 home network. 2026 home network. 2026 home network. Okay. You're updating your Wi-Fi settings. Yes. [silence]
38:00
Speaker 2
Um yes You changed that one also Um yes um double check at first before hitting apply let me know once done then you can connect to your new network if it will give you the um warning like router not found easy in pin yes [silence] you can check your phone or other devices
38:00
Speaker 1
even while it's waiting. Yes, I see it. Okay, now it's asking for a password. It, the, the little waiting thing is still going, but it shows on my, Uh,
41:00
Speaker 2
New network name will now show up. Okay. You connect your computer to that network name.
41:00
Speaker 1
My Wi-Fi. Drop down box. Drop down box. My Wi-Fi. It shows the: the new network name enabled. Okay. Now the little spinning thing stopped. So. Okay. Yes, I'm good. I seem to be good. So I can close all of this. Okay. I'm going to close that. Okay, I'm back to my own home page. If I go to Chrome and then say, I want to go to Facebook. Yes, it's working properly. Since I reset the router, do I have to:
42:00
Speaker 2
Yeah, just refresh the page. It went back to the page. Okay, good. So, that means everything is now set up so you can now use your Wi-Fi. So, you're all good?
42:00
Speaker 1
reset my my extenders. Okay. Do I just turn them off, turn them on or? Yes. No, they're links sys. Yes. Oh, okay. Well, I don't know. Let me hang on a second. Let me get my book. Um,
43:00
Speaker 2
yes. you need to, like, reconnect them again to your, specifically, if you have your new network name, so you need to reconnect.
43:00
Speaker 1
A tri band mesh Wi-Fi, router, and I don't have any information about them written down. Um, no, no, no, wait. What is this?
44:00
Speaker 2
Do you check at the bottom of the physical extender?
44:00
Speaker 1
Yeah, yeah, I will have to go look on them. because the only thing I have is node one 4508, node two 4497, MR no, that's 8300, that's old. So um should I go get information off of the extenders and call back? Right. Okay, um I'll go do that. One's out in the barn so I got to go get it. And uh it'll take me probably about five or ten minutes to do that. So but I'll go get them and get them in the same room and then we'll go from there. Okay? All right. Thank you so much. You've been great. Okay, bye bye.
45:00
Speaker 2
Okay. um yes and also you need to gather all of them in the same room so that we can read then we add them and after that we can allocate Okay. All right. All right. Okay. You're welcome. Have a good day. Bye. [silence]
45:00