V2 Rubric Detail — a3510828-7fa4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:54
Duration
17m 20s
Contact
Paula Echdey
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00137103
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_MR20EC

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp1.79/5
Overall67.0% (+27.0)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer to connect the Linksys router to the modem's Internet port, resulting in a steady blue light. Technical guidance was accurate and consistent with KB documentation. No technical-basis auto-zero triggers were identified.

V1 Case Analysis

Customer reconnected Linksys MR2000C after equipment move. Agent provided invalid URL (shortcut.fixture.com), misnamed device (Lygistis MR20EC), and failed to verify internet connectivity. Router reached steady blue LED but no functional test performed.

Troubleshooting Steps
  • Confirmed router model (MR2000C) and serial number (50U10M17C09322).
  • Collected customer name (Paula Edley) and email (phead4258@AOL.com).
  • Guided customer to connect Ethernet cable from modem to router's Internet port.
  • Observed LED status change to steady blue.
Key Observations
  • Agent provided a non-existent URL (shortcut.fixture.com), which is a serious accuracy failure.
  • Agent misidentified the device as 'Lygistis MR20EC' instead of MR2000C, indicating lack of attention to detail.
  • Agent incorrectly advised connecting Linksys to Spectrum router instead of modem, which contradicts standard WAN setup procedure.
  • No verification of actual internet connectivity was performed—only LED status was checked.
  • No case number was created, no warranty status discussed, and no follow-up path established.
  • Call lacked structure and efficiency, with repeated confusion about device roles and topology.
Positive Highlights
  • Eventually captured the correct router model (MR2000C) after initial confusion.
  • Successfully collected customer name (Paula Edley) and email (phead4258@AOL.com).
  • Obtained the full serial number (50U10M17C09322) from the customer.
  • Guided the customer to connect the Ethernet cable to the correct Internet port, resulting in a steady blue LED.
Agent Errors / Gaps
  • Provided an invalid and non-existent URL (shortcut.fixture.com) at [11:00].
  • Misidentified the device as 'Lygistis MR20EC' instead of MR2000C at [13:00].
  • Incorrectly advised connecting Linksys router to Spectrum router instead of directly to the modem, violating standard WAN setup procedure.
  • Failed to verify actual internet connectivity—only confirmed LED status, not functional access.
  • Did not create or reference a support case number.
  • Did not confirm or record warranty status or eligibility.
  • Gave contradictory instructions about network topology, causing customer confusion.
  • Ended call without providing any self-help resources, KB articles, or clear next steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Customer confirmed internet connectivity and the Linksys router achieved a steady blue light, indicating successful setup and operation.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the core issue (router not connected to modem) and gave correct action, but did not systematically verify physical connections or guide through isolation steps (e.g., power cycling, checking other devices).
R3 Met Correct resolution path conf 80%
Agent correctly advised connecting the Linksys to the modem and clarified the role of the Spectrum router, aligning with standard dual-router topology guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified blinking red as a symptom and asked about cable connection, but did not ask about prior working state, recent changes, or test connectivity directly—relying on customer’s self-report.
T2 Met Appropriate tools / resources used conf 90%
Issue was physical cabling; no advanced tools (logs, remote access) were needed. Agent used verbal diagnostics appropriately for the scenario.
T3 Met No misinformation conf 95%
Instructions to connect to the 'Internet' port and interpretation of steady blue as operational are factually correct per KB (universal_mesh_node_management.md).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by directing steps, but failed to frame the call, had multiple long silences, and did not manage transitions clearly.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but mispronounced 'Linksys' repeatedly ('Lygistis'), and did not confirm understanding after key instructions despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and guided the customer to resolution without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 75%
Agent gave immediate next steps (connect cable, wait for light), but did not specify expected timeline for stabilization or follow-up if issues recurred.
O3 Not Met Closure confirmation conf 90%
Customer mentioned prior support contact, but agent did not reference any history or previous case details, treating it as a new interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was resolved during the call.
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 85%
Agent remained professional but offered no empathy, acknowledgment of frustration, or apology for prior unresolved issues despite customer’s history.
X2 Partially Met Tone & rapport conf 80%
Agent persisted with technical direction despite customer’s disorientation and repeated verbal loops, without adjusting pace or checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated model and serial number multiple times; agent failed to record or reuse information, increasing customer effort unnecessarily.
Call Transcript34 turns · 35 lines
Speaker 1
Welcome to Linux Support Link at all. Link it up? Hey buddy. You should see your number. I'm line. Um, the problem is I had my Linsky am router and everything set up, but I pulled it down because I was sort of moving things around. I started moving from one here to the other. So I pull it down, so I'm getting I'm having problems sending it up back yeah yes uh the model um is it the um what's the model
00:00
Speaker 2
welcome to Linx uses 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. Hi, thank you for calling Linksys. My name is Venn. Can I help you today? What's the model of your router as well?
00:00
Speaker 1
What's another I'm the mark address I'm looking for the model then the WPS the serial number name Ruski set up the serial number is five zero this is where you you one OM one seven C zero nine three two two Yes. Uh, it's one DM, one DM, sorry, one DM. Yeah.
01:00
Speaker 2
the model number. there should be a model for the router. [silence] what's the serial number? [silence] [silence] [silence] [silence] [silence] 50u like umbrella, 10M like Mary, 17C like Charlie. all right. [silence] what's the model of your linksys router?
01:00
Speaker 1
The model number is MR 2 0 EC. A couple of years ago, we called when we, when we just bought, I think I was setting it up and I was having problems. So we called through and you guys assisted us yeah.
02:00
Speaker 2
Does it say... Does it say E E A or maybe M R. Not the Mac address, but a model. [silence] MR2000C. All right. Before anything else, can I ask, is this your first time calling? All right. Was the phone number you may have called, was it 34742?
02:00
Speaker 1
3 4 7 3 4 7 is it um 9 5 um what what's what's uh no 3 4 7 3 9 5 9 6 3 2 What was it that phone we use? Hello? Yes. Yes. Yes. Yes. Yes. Yes. Yes. Wow. Is he going to know? Paula Edley. I think we have the 917 number.
03:00
Speaker 2
269048 [silence] [silence] with the phone number both 3473959632 and the other 3474269048. There seems to be no record pertaining the phone number. [silence] since there's currently no record, I'll just have to create a new one instead. Can I have your first and last name? Can you spell Edley for me?
03:00
Speaker 1
Do you uh, do you have a, uh, two, two, four, uh, four, eight, three, eight? Do you have a number like that? Ed, Ed, H-E-A-D-L-E-Y. Mm-hm. Yes. spectrum. What, the what? What? Run that by me again? [silence]
04:00
Speaker 2
I'm sorry. Once again, it's Paula Ekdune, thank you so much. and what's the email address? Phead4258@AOL.com and I know it's the Internet service provider. All right, what's the light on the Linksys router? [silence]
04:00
Speaker 1
What's the light? Uh...there's no light yet but it's not connected to the router as yet, so... Yeah. It's coming. It's it's it's it's called blue but it's not connected to the router yet. Um so it's uh so it's it's actually blinking right now. Blue. Think blue and blink in blue. Yeah. Okay. Um Do it. You're walking through to set up on the modem and the router. Which one goes to what? Yep. You have to wait until it starts blinking blue. Oh boy, it's hot. Oh my God. It's gonna be hot here.
05:00
Speaker 2
Router. [silence] Wait for it to finish blinking blue.
05:00
Speaker 1
Tomorrow. They do. [silence] It's blinking blinking red. Now it's blinking red Glenn. Do we have to connect. Okay, it's not connected. We just want you to walk us through that. So that we do it and put it on speaker. It's on the speaker. Uh-huh. Internet port. Is what is here. This is the internet here. Yeah, but there's something there. Oh, Okay. Let's pull that out. Un-attach the. Let's go.
06:00
Speaker 2
Is the ethernet cable connected at the back right now? [silence] The cable that's connecting it to the spectrum must be connected at the back of the linksys that says internet port. Yes, plug the spectrum cable on that internet, the one with the yellow label.
06:00
Speaker 1
Okay. There you go... is... this is one... so this one probably goes to the modem, to the router? [silence] Okay. The card from the router, does it attach to the... so the length is now. Again? Yeah. Okay. Again. [silence] Okay. Okay. So [silence]
07:00
Speaker 2
spectrum. on your spectrum, there's a cable connecting it to the Linksys router before you moved your router. attach that cable at the back of your Linksys that saves internet.
07:00
Speaker 1
Look for this one. So, this one, this one. It is internet. This is connected. Is there only one connected straight from the. Okay. So this should be connected to this, but where would this be connected? Hmm. Um, there's only one, one there, Glenn, uh, that marks internet. So where do we, we put the, the one from the, where do we put the one from spectrum? Ah. Okay. What? Yeah, but there's just one. It, the, the one that attached to it is the, is the one from, from the links. to the modem. To the router. To the router.
08:00
Speaker 2
look at the back of your Linksys. There is a port that says internet, right? Is there a cable attached to it or no? All right, so your Linksys, your Linksys is already connected.
08:00
Speaker 1
the modem, the modem, oh to the, okay, okay, the Linksys connected to this one, okay, so you did it on the reverse, okay, okay, I see, so you did it on the reverse, so what are you gonna do now, so this has to connect to this, okay, so you're gonna take this out and connect it to this to the modem not the router, so okay.
09:00
Speaker 2
your Linksys should be connected to the modem and not to the router.
09:00
Speaker 1
And, um, by doing so now, um, uh, Where do we connect the router to? Uh, That yellow cord, that yellow, um, cord from, um, uh, does it go to the? It's the router. The Linksys is connected to the modem. Right? Hello? Hello? Um, where would we connect the router to now? On the Linksys? Spectrum router should be connected to what? Um, I have one router and I have a modem plus the Linksys. The Linksys that we're trying to, uh, So, with,
10:00
Speaker 2
Your Linksys should be connected to the modem. Which router are you referring to? So you have two different routers, is that correct? Your Linksys Your Linksys is also a router.
10:00
Speaker 1
Where does that connect to? That's an extender. [silence] So this has to be a bridge to something here. Okay, that was already there because the Wi-Fi and the modem are connected. So we want to connect the extender, the LG extender. How do we connect?
11:00
Speaker 2
You need to choose which router would you like to use as the primary router, a Spectrum or a LinkSys router. If you need to set up your Spectrum first, I advise you to contact Spectrum before setting up your LinkSys router. However, if you want the LinkSys to be the primary router, then you can connect it directly to the modem. That is correct. So, if you want your Spectrum router to be connected to the Spectrum modem, have Spectrum configure the Spectrum router first. Your extender earlier was flashing red, which indicates it's not detected. So, we'll need to go to shortcut.fixture.com. Then connect this to a different port. and any internet coming from the spectrum router.
11:00
Speaker 1
Some red for a long time. [silence] This is a new router, a spectrum router, so it was connected. We just disconnected to reconnect. It says work a minute. It's working. There you go. See here, another one. You don't have many...
13:00
Speaker 2
once again your Lygistis MR20EC will not work properly if the spectrum router is not working as well. You need to test first if the spectrum router is working before you can try connecting the Lygistis. [silence]
13:00
Speaker 1
It start flashing, you put that. Hey, stop. Well, flash in. Yes, it's blinking red. So, let's see what happens. Ah, that's right. You got it right. You got it right. You wouldn't it wouldn't come up if it. Oh, yeah. So. I got it, right? You did it again. Come up here if you're not in line. Uh, won't come up. Okay. Hours and hours. Start flashing, you put that hey stop. Well, flash in. Yes, it's blinking red. So, let's see what happens. Ah, that's right. You got it right. You got it right. You wouldn't it wouldn't come up if it. Oh, yeah. So. I got it, right? You did it again. Come up here if you're not in line. Uh, won't come up. Okay. Hours and hours. [ silence ] Yes, it is working. [ silence ] You wouldn't. That wouldn't come up if.
14:00
Speaker 2
Which one is currently blinking red? Is your Spectrum router working? Are you able to go online while connected to the Spectrum router? [silence]
14:00
Speaker 1
it will tell you that you're not online. Go into settings. Yeah, yeah, yeah, it's online. It's online. Yeah, we're online. Yes. Okay. So, it it sort of gone back to blinking blue. [silence]
15:00
Speaker 2
all right, you're able to go online. we'll connect you to the spectrum. Now connect your Linksys to the Spectrum router. Make sure that the cable is connected on the Linksys that says internet.
15:00
Speaker 1
red oh, yeah, it's searching. Sometimes it's solid red for a time. See, that's how it goes. It's a steady blue. We'll see if that blue holds. All right. It really works when you connect the other set of stuff. OK.
16:00
Speaker 2
[ 0m27s613ms ] What's the light right now? [ 0m33s573ms ] Perfect. [ 0m34s403ms ] A steady blue. [ 0m39s903ms ] Steady blue means it's working.
16:00
Speaker 1
That's so far, so good. All right, thank you, Glen. Let's see what. OK. No problem, bro. No problem. OK. And you too, thanks.
17:00
Speaker 2
All right. Thank you so much for calling Linksys. If there's nothing else, take care and have a great day. Bye-bye for now.
17:00