V2 Rubric Detail — 98d73f84-7671-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:56
Duration
14m 3s
Contact
Angela Eriksen
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135723
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 - no internet

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication0.00/5
Ownership1.50/5
Escalation3.00/5
Customer Exp0.00/5
Overall32.4% (+12.4)

V2 Grader Summary

The agent correctly identified the MX6200 as 5-press compatible and executed that tool, but provided materially incorrect guidance regarding the device's physical labels and referenced a non-existent app. The interaction failed significantly in communication, empathy, and escalation execution, resulting in an Ownership Gap.

V1 Case Analysis

Customer reports no Wi-Fi/internet on MX6200 despite working Spectrum modem. Agent provided incorrect 5-press reset procedure (one press per second), gave confusing instructions ('turn it upside down'), failed to verify WAN connection, and did not escalate after customer requested specialist callback. Call ended without resolution or next steps.

Troubleshooting Steps
  • Incorrectly instructed 5-press reset (one press per second instead of five quick presses).
  • Instructed power cycle of modem and router.
  • Asked for Wi-Fi SSID and password without verifying WAN connection or internet restoration.
Key Observations
  • Agent instructed 'press and release one press per second' [04:00], which is incorrect — the 5-press method requires five quick presses within ~3 seconds (KB: universal_5press_models.md).
  • Agent gave confusing, non-standard instruction: 'turn it upside down' [04:00], which is not part of any documented procedure.
  • No verification of WAN connection, Ethernet cable status, or internet restoration after reset and power cycle.
  • Customer provided serial number 'W225100111' [01:00], but agent did not confirm or use it for troubleshooting or warranty lookup.
  • Customer explicitly requested a specialist callback [13:00], but agent did not acknowledge, escalate, or provide a follow-up path.
  • Call ended without summary, confirmation of outcome, or operational closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided materially incorrect 5-press reset instructions — told customer to press once per second instead of five quick presses within ~3 seconds (contradicts KB: universal_5press_models.md).
  • Gave confusing and non-standard guidance ('turn it upside down') that is not part of any documented procedure.
  • Failed to verify WAN connection, Ethernet cable status, or internet restoration after reset and power cycle.
  • Did not confirm or record the customer-provided serial number for troubleshooting or warranty lookup.
  • Did not escalate or arrange callback after customer explicitly requested a specialist [13:00].
  • Abandoned the call without confirming resolution, summarizing next steps, or providing operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with customer requesting a specialist callback; no resolution or confirmed outcome was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent initiated troubleshooting with LED check and 5-press reset, but skipped core diagnostics like WAN port status, direct modem test, or UI access check.
R3 Met Correct resolution path conf 95%
Agent correctly applied the 5-press method (valid for MX6200 fw≤1.0.6) and escalated when unresolved — appropriate path for persistent issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no Wi-Fi, blue/purple/red LED) and attempted intervention, but failed to diagnose root cause (e.g., WAN link, ISP config, VLAN).
T2 Met Appropriate tools / resources used conf 96%
5-press reset is a documented diagnostic tool for MX6200 (per universal_5press_models.md) and was used appropriately after basic steps failed.
T3 Not Met No misinformation conf 94%
Instructed customer to 'turn it upside down' to see Wi-Fi name; however, the MX6200 is a Cognitive Mesh model and the KB (led_intelligent_mesh_consumer.md) explicitly states it is NOT covered by the Intelligent Mesh LED/labeling rules, and the agent referenced a non-existent 'link set' app.
Communication
C1 Not Met Clear & professional language conf 97%
No framing of process, no transitions, long unexplained silences; agent lost control during power cycle and handoff.
C2 Not Met Confirmed understanding conf 96%
Used ambiguous terms ('turn it upside down', 'go ahead') without checking understanding; did not adapt to customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on case and attempted resolution, but allowed escalation to be demanded by customer rather than proactively managing it.
O2 Not Met Proactive follow-through conf 97%
No timeline given for specialist callback; agent went silent after 3-minute wait without confirming next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision was appropriate after failed reset and persistent red LED — matches KB triggers for hardware or deep config fault.
E2 Not Met Escalation prep & handoff conf 96%
Agent did not inform customer who would call back, when, or what info was passed — critical escalation details missing.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed; agent remained procedural despite customer frustration and confusion.
X2 Not Met Tone & rapport conf 96%
Did not adjust tone or pacing; continued giving instructions while customer was disoriented and switching speakers.
X3 Not Met Overall experience conf 95%
Customer repeated model/serial info; agent required multiple manual steps without streamlining or agent-side verification.
Call Transcript22 turns · 24 lines
Speaker 1
uh yes this is hi eric uh uh yes let me go ahead and give you my um uh so what you need the Oh, serial serial number. Okay. 58, uh, uh, uh, uh, W, uh, uh, uh, uh, Wayne, Tan, Mary, 22, uh, uh, uh, uh, Echo, uh, uh, uh, uh, 00111 Walter. Yes, MX 6200.
00:00
Speaker 2
yes please alright all right this is an MX router right MX okay that's okay that's okay what is the problem okay what is the problem
01:00
Speaker 1
So we don't get any Wi-Fi at all. And our um, what is it called? Our modem works. We have contacted Spectrum, so the modem works, but with the router, we're not getting, uh, our Wi-Fi, Wi-Fi, uh, ID number at all. It's blue. It's blue. Oh, they're blue. Yes, yes, yes, yes, yes. okay. One, one. [silence]
02:00
Speaker 2
Tell me the color of the light on top of your router. Blue. Ah, there is no internet. Now, your name is Angela, right? Angela Ericsson. All right. OK. Stay with me, Angela. Let me find a solution on this one. Now, how many linksys router do you have, one or two? One. OK. Only one.
02:00
Speaker 1
Oh, you know what? Is it because hold on, so let me see, is it because maybe I need to connect the, okay Ethernet, okay. Yeah, it's still blue. Yes. Yes, hold on, let me see. Yeah, okay. Oh, okay, hold on. Okay. Ye. Okay.
03:00
Speaker 2
yeah connected the internet to the spectrum modem okay is should be connected to the internet board it's me here sorry
03:00
Speaker 1
OK, so everything is connected. The. It's still blue. Purple or purple? Let me see. Purple or blue? OK. [silence] You think the link. You think OK. OK. Oh, OK. OK, hold on. All right, reset. And for how long? Oh, OK,
04:00
Speaker 2
Mhm. and the light. That's okay. now, That's all right. 4 4 blu. That's okay. now, i need you to go to the turn it upside down. i need you to press and release one press per second, the reset button and do it five times. Yeah. yes. go to the Linksys turn it upside down. There is the reset button underneath. press and release. Okay, press. Press, press and release. Do not hold. Press and release.
04:00
Speaker 1
five, one, one, one, one, one, one, one. Okay. Right. It's, it's changing. It's changing colors.
05:00
Speaker 2
Five times, and then one press per second.
05:00
Speaker 1
It's, uh, flashing, uh, kind of white color. Yeah. Okay, great. Wi-Fi name, dilute setup Zeros B of the boy seven. Okay, yeah, I see that. Yeah, you showed up now, showed up enjoying. Go ahead, say, join. Okay, join. And ask me a test word.
06:00
Speaker 2
Who's it? What the color now? [silence] White? All right. Can you tell me what is the uh Wi-Fi name of your network? Turn it upside down. You will see your network name in there. It's something like velove setup, followed by a three-digit number. All right. Okay. Did you change... Yeah, join, go ahead. The password is underneath the router. The password is down there.
06:00
Speaker 1
[silence] Okay. [silence] Okay. Let me see. [silence] Okay. It's red. [silence] Uh don't kno. Hmm. Okay. It says no internet connection. Okay. What do you want me to do now? Red.
07:00
Speaker 2
Yeah. Mm-hmm. Now. Uh, do you have a link set up in your phone? It goes or now? Try again. Try again. Yeah, that's a good. Mm-hmm. What is the color of the light? Okay. Keep it that way. Red.
07:00
Speaker 1
Turn it off. Turn the power off. Turn off. No. Turn off. Okay. Off. Okay. Yeah. Okay. Okay. I'm going to keep this up here. Set. I'm going to lock up and down. Just give me one second.
08:00
Speaker 2
Okay, so there is no internet. Can you turn off the Linksys, turn it off, power off. Go ahead. Okay, wait for me. I'm counting. Okay, five, three, two, one, zero. All right, turn off the Spectrum Modem. Turn it off.
08:00
Speaker 1
And you say you want me to turn off Selevolos? Turn that off Selevolos. Okay. Selevolos turned off. Okay, he's off.
09:00
Speaker 2
All right, let's wait. Three minutes, I will be back in three minutes. Three minutes. I'll do the timing. Just wait.
10:00
Speaker 1
[,] okay I think the model is EN 2251. Is that EN 2251? Yes. Yes, that's that's correct. Thank you very much for this information. Thank you. Okay. Disconnect. Okay, so is motor not turning on? She told me to. I'm not going to give a cold. Uh, my quality one for the internet. Mhm. Correct. Is it touch or voice? Voice to, to connect, right? Uh-huh. Okay, so they have the You know what? It's not on at the moment right now, so there's no power, and I'm like, uh, Okay, uh, my quality one for the internet. Mhm. Correct. Is it touch or voice? Voice to, to connect, right? Uh-huh. Okay, so they have the You know what? It's not on at the moment right now, so there's no power, and I'm like, uh,
11:00
Speaker 2
[silence] [silence] [silence] Angelica? Angela? Okay, that doesn't the modern now. Turn on the more than now. [silence] Okay. [silence] tell me to call up.
12:00
Speaker 1
no it's okay yeah go go okay because I already called and they have to escalate to a specialist. So I need that specialist to call me back on your call and I want to be figured out. mother: Oh, uh, hello? okay. So my son says that, um, a specialist has to call him back. So, uh, because you because, so, yeah. So I'm going to let him take care of the issue right now. mother: Okay. So what about this? Okay. Thank you.
13:00
Speaker 2
[silence]
13:00