V2 Rubric Detail — a028984c-7bc5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:40
Duration
42m 8s
Contact
Edward Sorg
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136575
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall56.8% (+20.8)

V2 Grader Summary

Agent correctly identified ISP/modem as root cause and provided valid next steps (R3 Met, O2 Met), but introduced factually incorrect 5-press reset instructions (T3 Not Met) and omitted key diagnostics (T2 Partially Met). Call control had structural issues with silences and poor framing (C1 Partially Met), resulting in increased customer effort (X3 Not Met). Issue remained unresolved with appropriate escalation to ISP.

V1 Case Analysis

MR7350 router shows solid red after new Comcast CM1000B v2 modem; agent attempted 5‑press reset (incorrectly), power‑cycled devices, tested direct modem connection, determined modem not providing internet, advised customer to contact ISP and call back.

Troubleshooting Steps
  • Asked about cable connections and LED status.
  • Instructed (incorrectly) to perform a 5‑press reset on the router.
  • Guided power‑cycle of modem and router.
  • Directed customer to connect a laptop directly to the modem and run basic network tests.
Key Observations
  • Agent gave an incorrect 5‑press reset instruction (75 presses instead of five quick presses).
  • Agent provided a confusing power‑up order (router before modem) and repeated the same question multiple times.
  • Agent struggled to guide the customer through command‑prompt testing, leading to confusion and lack of verification.
Positive Highlights
  • Collected essential customer information (name, email, phone, model).
  • Identified that the issue likely resides with the modem/ISP rather than the router.
  • Provided a clear next‑step for the customer to contact the ISP and offered a callback path.
Agent Errors / Gaps
  • Incorrect description of the 5‑press method (75 presses, not five quick presses).
  • Misordered device power‑up sequence (router before modem).
  • Poorly explained command‑prompt steps; failed to verify internet connectivity after direct‑modem test.
  • Repeatedly asked the same questions without confirming previous answers.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent identified modem/ISP as likely source and advised contacting ISP, but did not confirm resolution or verify WAN connectivity through router interface
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed relevant troubleshooting (cable check, power cycling, direct modem test) but introduced incorrect 5-press reset instruction and failed to use router admin interface for diagnostics
R3 Met Correct resolution path conf 95%
Agent correctly determined issue was with new modem/ISP service and advised contacting Comcast—appropriate path for hardware/ISP issue outside Linksys control
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet after modem replacement), asked about ISP and modem model, and attempted isolation testing, but skipped key steps like checking router's WAN status page or IP assignment
T2 Partially Met Appropriate tools / resources used conf 80%
Agent attempted direct modem-to-PC testing (valid tool) but failed to leverage router's admin interface (http://myrouter.local) which could have confirmed WAN status; command prompt guidance was poorly executed
T3 Not Met No misinformation conf 95%
Agent instructed customer to 'press release the reset button... 75 times within 5 seconds'—a clear factual error; misapplied the 5-press method (which is for pairing/escalation, not setup) for a router with solid purple light requiring web browser setup
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and reached logical conclusion but lacked clear framing, had frequent silences, and repeated instructions without confirming understanding
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms (nslookup, ipconfig /all) without simplifying for confused customer, but attempted to guide through steps despite comprehension gaps
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned case from start to finish, performed troubleshooting, and did not transfer or abandon customer
O2 Met Proactive follow-through conf 90%
Agent set clear next step: contact ISP to activate modem, then call back once internet restored—realistic and actionable with ticket number provided
O3 Not Applicable Closure confirmation conf 100%
This was first contact with no prior case history or handoff occurred
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue appropriately scoped to ISP support
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered brief apologies ('I do really apologize') and remained polite, but tone was largely scripted and lacked genuine acknowledgment of customer's frustration
X2 Partially Met Tone & rapport conf 75%
Agent persisted with technical commands despite customer confusion but attempted rephrasing; adaptation was present but inconsistent
X3 Not Met Overall experience conf 90%
Customer had to repeat information multiple times; agent introduced unnecessary steps (5-press reset, complex command prompt) that increased effort without diagnostic value
Call Transcript66 turns · 74 lines
Speaker 1
I have the Linksys model number MR7350. And it performed fine. But then our separate cable modem. Stopped working.
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. While waiting, you may also visit support.Linksys.com for more information about your product. Hi, thank you for calling Linksys. This is 3D. How can I help you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] uh yep yes Edward so R G TRT. [silence] Edward?
01:00
Speaker 2
Okay, so I totally understand you're concerned. But by now, if there's this your first time calling us for support. And are you calling from the United States? May I know your first name and last name? Sorry, can you spell it for me? Your first name? And your last name Edward?
01:00
Speaker 1
Sorg S. R. G. Area code 317 514 3969 It's through ProGold SORG 15440@gmail.com [silence]. ev.sorg.soarg,[silence].
02:00
Speaker 2
And your callback number. How about your email? Okay, let me just verify it means = Edward. D for Delta. Letter S for Sam. O for a Oscar. R for Rupert. G for George, 154 at gmail.com. Correct?
02:00
Speaker 1
Yes. It's, uh, it's the, uh, MR, pardon? Yes, yes. It's, uh, 3-3-C-1-0-M-S-C-0-6-0-11-2.
03:00
Speaker 2
And how many link systems router do you have, sir? Only one. How many link systems router do you have? One? Right? Kindly, provide the serial number. Okay, it's 33-C-4-Charlie10m-4-Michael, delta Echo.
03:00
Speaker 1
last three or six one two one um yeah actually uh the the last um my yes yes I think that's
04:00
Speaker 2
S for Sam, see for Charlie, six zero two one two yeah? Correct. So it's three three see for Charlie one zero M for Michael. Letter S for Sam. See for Charlie six zero two one two one yeah? [silence] And who is your internet service provider?
04:00
Speaker 1
Um comcast gash, thank you Cindy. Yes. Yes. Would you guys?
05:00
Speaker 2
So you have the same internet service provider but you purchased a new modem. Okay so let me just confirm. the ethernet cable now is properly plugged in from the modem to the internet port of the router. [silence] and it's solid purple. This time let's proceed to set up this router using 5 press method. So kindly press release the reset button of the parent of the router 75 times within 5 seconds. Press release. Press release. Press release. Press release. Press release. Okay press release. Press release.
05:00
Speaker 1
O K, one, two, three, four, five. Still purple? OK. One, two, three, four, five. It's flashed, it flashed couple color, purple. Now it's blue. Now it's flat.
06:00
Speaker 2
Replace the reset button of the router five times within five seconds. And what is the light indicator of the router? Can we do it again properly? Not too slow and not too fast. And what is the light indicator? [silence] blinking.
06:00
Speaker 1
It's red now. No, just solid red.
07:00
Speaker 2
It is. Is the Ethernet cable is properly plugged in from the modem to the internet port of the router.
07:00
Speaker 1
I don't know if there's a James McFerry? Yes, Solid Red and the Bernard? [silence]
08:00
Speaker 2
Is the Ethernet cable properly plugged in from the modem to the internet port of the router? What is the light indicator of the router? Okay, can you unplug the power power adapter of the modem and the router? [silence] Unplug the power adapter of the modem.
08:00
Speaker 1
Both Roger and and Motom. Okay. Both Motom and I'm both Roger. Yes. Okay.
09:00
Speaker 2
both unplugged now. Okay. you mean I'll proceed to plug the router first from linksys. Router, then the modem.
09:00
Speaker 1
Yes. Yes. Right. Thanks.
10:00
Speaker 2
Okay, proceed to plod the routed first, then the modem. And, they're both booting up. [silence] So let's just wait for both devices to fully boot up. And while waiting, were you able to provide the model number of the modem? Sir? What is the model number of the modem?
10:00
Speaker 1
Oh, it's a Netgear CM1000B v2. Pardon? No, it's CM, Charles Michael 1000B2v2.
11:00
Speaker 2
yes. V for victor? The number two? Is it V for victor?
11:00
Speaker 1
cm1-0002. Uh. Yes. Red. Oh, oh. Yes, red. Yeah. Yes. Yeah, I got somewhere around.
12:00
Speaker 2
So this router had one port. And what is the light indicator of the router now? After we brought it up? [silence] Do you have a device such as a laptop or a computer which we can use to wire directly to the modem? [silence] A computer, a laptop that has a dedicated ethernet port. Kindly unplug the router from [silence] Linksis and connect the laptop to it.
12:00
Speaker 1
Well, I don't know why I got a uh I uh it's a uh desktop here. Um I um Okay. No, the desktop was not. The desktop was not. Well, yes, yes, I think it is. Yes. Yes. Um I uh I
13:00
Speaker 2
your desktop is gonna okay and your desktop can connect directly to the modem see and okay gently unplug the router and then connect the ethernet cable to the directly to your desktop okay so modem to your desktop oh you need to unplug the router Is it the windows or Mac? [silence]
13:00
Speaker 1
It already is. [silence]
15:00
Speaker 2
So were you able to connect your desktop directly to the modem? Hello? OK, since your desktop is connected directly to the modem and you have a direct connection, can you please check if you can browse? Or have Internet connection. [silence] So, what is the website that you are trying to go to can you please? Oh, YouTube. YouTube isn't working for you. right? If you can, can you please open up a windows? Command prompt [silence] There that Windows Command prompt up, please type nslookup and type www.youtube.com and hit enter, but you should not see anything. You should see the DNS name. Can you see DNS name for YouTube? [silence] Are you there? You should see the IP address. It may take 10 seconds for it to resolve since there's no internet connection. [silence] Hi. I was wondering if you could help me with a command in command prompt. The specific command? Good morning. I haven't seen the other command, not yet. OK, how are you linking it to YouTube in any way? from the Modem or is this a Windows or Mac device? Here's the top. Is it a Windows or Mac? Windows 10, 11.
15:00
Speaker 1
Just. 으 No. The more of the. Yes.
17:00
Speaker 2
Okay. Now, since your desktop is connected directly, directly to the modem, check if you can browse. Were you able to access the internet? Okay, reboot the modem for the last time. Unplug the power adapter and wait for 10 seconds to plug the power back. Modem. The router is not included with this test, sir, to the setup. I asked you to unplug the router so that we can test if the modem.
17:00
Speaker 1
Oh, okay. Mm-Hmm. uh- Uh-huh. Mm-Hmm. We're not here. Silent.
18:00
Speaker 2
okay, I'll unplug the power adapter of the modem. For ten seconds.
18:00
Speaker 1
Let me unguggle the rug, now. Okay. [silence]
19:00
Speaker 2
and it is it booting up now [silence] yes so you need to unplug that one and wait for 10 seconds to plug the power back to reboot the modem [silence]
19:00
Speaker 1
[silence] Well, [silence] the one, um, um, I think, uh, uh, yes, let's bring it in. It's booze up now.
21:00
Speaker 2
And is your modem fully booted up now? Again, then check if your computer or desktop can access the internet now connected directly to the modem.
21:00
Speaker 1
to what? I'm sorry. Okay. It pulls up a whole bunch of apps and things. Huh.
22:00
Speaker 2
command prompts, it's a form of application, um is it to Windows 10 or 11? Uh goodness, you're sure it's a command prompt, are you on the command prompt, the black screen? Go to the command prompt.
23:00
Speaker 1
I'm sorry. I don't know which is how going across the bottom. I think it must be the newest cuz we just got this little tiny speaker from CU. Yes. The command prompt is also the bar. [silence] No, I'm typical. [silence] Yes.
24:00
Speaker 2
Are you the command prompt Now? What-- what are the information shows-- search shows on the front page of your desktop? There's a time and date, right? Below.
26:00
Speaker 1
the so what okay yes it's Bing okay I pull the windows icon there's a bunch of apps so I type see you on top of that okay now I am in the command prompt yeah it's
27:00
Speaker 2
And we're able to find a search bar. A Windows icon. [silence]
27:00
Speaker 1
Yes. Yes. [silence] Okay. [silence] Okay. [silence] Yes. [silence] Okay, thank you. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Do you have a drawer [inaudible] And a what? Sorry, I got the G from George and a what? [silence]
29:00
Speaker 2
C for Charlie.
29:00
Speaker 1
Spacebar. Okay. Okay? Did you? Yes. Okay? F for Lily, two Ls, A, L. Okay. Okay. Hold it. Hold it. Okay
30:00
Speaker 2
Hit the space bar, then forward slash, then A for alpha, L for Lima. L for Lima, then enter. So that'd be IP config space all. Yes, a-l-l. Then enter.
30:00
Speaker 1
[silence] Hey, PC.
31:00
Speaker 2
Okay. Kindly look for the IPv4. Okay. Kindly look for the IPv4. No not IPC. IPv4.
31:00
Speaker 1
Um,
32:00
Speaker 2
IPV-4, IPV-4, default gateway. Hello. Look for the IP four. Address. Or default gateway.
32:00
Speaker 1
Yes, but I'm not seeing what you're describing. they're all immediate disconnected media state disconnected
33:00
Speaker 2
Are you still with me? So there's a bunch of information displayed on that page when you enter IP config space all right? Kindly look for the IPv4 address sir.
33:00
Speaker 1
the physical address is the e A, Edward Allen, Dash B0, pardon oh, okay
34:00
Speaker 2
How about the physical address? Yeah, because this is actually the scenario, Edward. If your desktop computer can't go, cannot go online when it's connected directly to the modem, which means the modem is not providing any internet connection. Okay. I do really apologize for the inconvenience, Edward, but I cannot hear your voice clearly in my end. Please provide the physical address indicating on the command prompt.
34:00
Speaker 1
Okay, the physical address is E for Edward, A for Alan, dash B for Bravo, zero dash, C for Charles, five dash FF dash C for Charles, five dash three AM.
35:00
Speaker 2
That's A for Edward, A for Alpha, Colin, B for Beau.
35:00
Speaker 1
Yes. Pardon? ff then dash C five dash three eight. [silence] for F two S okay e for everyone okay okay a for alpha b for boy zero dash charles five dash fr friend to f dash charles five dash three a m
36:00
Speaker 2
we can actually or totally understand its other okay. It's E for elephant, A for apple, B for boy, zero.
37:00
Speaker 1
ever word Apple the dash the first the first two letters then there's the dash and there's the B Bravo Zero ther there so yes
38:00
Speaker 2
Dash C for Charlie number five. Dash F for Freddie letter S for Sammy. Dash C for Charlie number five. Dash three A for Alpha. Okay. And your desktop is still connected directly to the modem. And then verify if you can access the internet or you can browse. [silence] and there's only one port of the modem, right?
38:00
Speaker 1
Yes. Yes. okay, all right. I will, I will do that. Thank you. Oh, I will. Okay.
40:00
Speaker 2
There's only one port. The same port where in the router connected earlier. OK. Now I would like to set an expectation sure that you need to contact your Internet service provider, which is Spectrum or Comcast. Because since your laptop or desktop connected directly to the modem and you are not able to access the internet, which means the modem is not currently providing any internet connection. So call them and make sure your desktop can go online when it's connected directly to the modem and call us back so that we can continue to set up your router. So I will Yeah, and I will provide you. Sorry, go ahead.
40:00
Speaker 1
I will uh as soon as the uh I as soon as they provide uh the internet uh as soon as that gets installed then I'll call back then. [silence] 1 6 3. Okay. 575. Well, thank you very much. I hope you have a good day. Okay. [silence]
41:00
Speaker 2
Yeah, and your ticket number is 1 3 6 5 7 5 no sorry, don't drop it. It's 1 3 6 5 7 5. Yeah, because you're welcome. So because your modem is a new one, it might that it needs to activate. [silence] So you're welcome and have a great day. Feel free to call us back, okay? Take care.
41:00