V2 Rubric Detail — b41696d8-795e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:18
Duration
13m 53s
Contact
Mary Eslami
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136018
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_MR8300.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall68.5% (+24.5)

V2 Grader Summary

The agent identified the router model and LED symptoms and offered a power‑cycle, but did not perform deeper diagnostics or use appropriate tools, and the issue remained unresolved. The agent set a callback expectation and handled the case without escalation, showing appropriate ownership despite limited empathy.

V1 Case Analysis

MR8300 no internet – front LEDs solid green, blinking yellow, no blue. Confirmed model, serial, out of warranty. Advised power-cycle modem and router. Call disconnected; agent initiated callback but no follow-up confirmed.

Troubleshooting Steps
  • Collected model (MR8300) and serial number
  • Confirmed customer name and email
  • Verified LED status on front panel
  • Advised power-cycle of modem and router
Key Observations
  • Agent did not perform Step 1 of the ISP/Modem diagnostics: testing connection directly at the modem via ethernet cable and speed test.
  • No verification of the power-cycle outcome was obtained before the call ended.
  • Call was disconnected by the agent due to lack of response, but no clear next step or callback time was communicated before disconnection.
  • LED interpretation was partially incorrect: blinking yellow on MR8300 indicates WPS pairing failure or timeout, not general connectivity issue (per ax_maxstream_wifi_connectivity.md KB).
  • Agent failed to check if the router was in WPS mode or if the WPS button was accidentally pressed, which could explain the blinking yellow.
Positive Highlights
  • Collected essential customer information: name, email, model, and serial number ([01:00]–[07:00]).
  • Provided empathy at the start of the call ([02:00]: 'apologies you experience this issue').
  • Clearly communicated the out-of-warranty status and set expectation for possible upgrade ([08:00]).
  • Correctly advised a power-cycle of both modem and router as a first step ([09:00]).
Agent Errors / Gaps
  • Skipped Step 1 of the ISP/Modem diagnostics (testing connection directly at the modem) — violated standard isolation procedure.
  • Did not verify the result after the power-cycle before ending the call.
  • Incorrectly interpreted blinking yellow LED: per KB, blinking yellow on MR8300 means WPS pairing failed or timed out, not general internet failure.
  • Did not investigate whether WPS was accidentally triggered, which could be the root cause of the blinking yellow light.
  • Ended call abruptly at [13:00] without confirming customer disengagement or setting a clear callback expectation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet; call ended with a promise to call back.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED colors, serial number and suggested a power‑cycle, but did not perform deeper diagnostics (e.g., direct modem test, WAN status check).
R3 Met Correct resolution path conf 90%
Agent recognized the router was out of warranty, offered troubleshooting and warned that a replacement might be needed if it could not be fixed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified the symptom (no internet, green solid & yellow blinking LEDs) and asked for model/serial, but did not ask key diagnostic questions such as cable status or direct modem test.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (router web UI, speed‑test, log capture) were used even though checking the WAN status would have been appropriate.
T3 Met No misinformation conf 95%
Correctly explained that a solid blue LED means internet connectivity and identified the device as an MR8300.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided the customer to power‑cycle the equipment but did not give a clear, step‑by‑step script or a firm timeline until the end of the call.
C2 Met Confirmed understanding conf 85%
Used plain language, apologized for the issue, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Created a case record, stayed on the call, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 90%
Stated a callback would be attempted within three minutes, giving a concrete next‑step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent chose not to escalate and instead attempted L1 troubleshooting, which was appropriate for the situation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered a brief apology but did not explicitly acknowledge the customer's frustration or repeated effort.
X2 Met Tone & rapport conf 80%
Maintained a courteous, steady tone and responded directly to the customer's statements.
X3 Met Overall experience conf 90%
Requested a simple power‑cycle rather than making the customer repeat information or perform unnecessary steps.
Call Transcript20 turns · 24 lines
Speaker 1
[silence] Hello. [silence] Yes, yes, good afternoon. [silence] My name is Mary and we have a Linksys router and this actually stopped working from yesterday morning. And then we have the modem that it is from Spectrum. I call Spectrum and actually I checked everything as for. Taking off the light, I mean the power and then check, take all the, what they call the internet and then connection power, connection with other instrument that we have, including the gateway. And it looks like that, because the modem is working perfect. They told us that it's a problem with the router. Do you want the serial number? Yes, it is two nine V as Victor, number, one zero M as Mary, number two B as baby, nine hundred seven six six. We don't have internet for last like yesterday and today. [silence] We don't have [silence] internet for like yesterday and today.
00:00
Speaker 2
Mmm. Mmm. Mmm. Uh uh. Mmm. Mmm. Mmm. Mmm. Uh uh. Mmm. Uh yeah, can you provide to me, ma'am? What's your serial number? [silence] Made a lot
01:00
Speaker 1
When I put it and I connect all the internet through the modem to that, it seems that the connection is blinking. You know, right now, it is in front of me, it is blinking a green, it's solid. And then the other yellow, it is just comes and goes. But when I connected two different, including the mesh that we have and then also the gateway that we have, none of them, it doesn't send the signal. Then we don't have activity. Uh, yeah.
02:00
Speaker 2
apologies you experience this issue but ma'am just like to confirm uh as you've mentioned that it stopped working by means of stop working the device itself is still able to turn on right
02:00
Speaker 1
i'm just looking at the top of that. He said on the top it shows there's no light on the Oh in the back of that. Oh, the back is there's nothing on the top on the opposite side of the back, it is the front. Are you talking about the front? There is nothing on the top. Yeah, that is what i'm telling you. The front actually gives me the blinking yellow and the solid green. The area that I connected the all the ethernet from the the router and then connecting to other like a mesh uh uh what do you call the uh mesh Wi-Fi and so forth. And then ethernet. The yellow part is blinking. The green uh color is solid. Yes.
03:00
Speaker 2
Mhm. No, not at the back just at the top. Front. Yes, just just in the front ma'am. What's the light? [silence] So it's bling blinking yellow. [silence] So it's not it's not [silence]
03:00
Speaker 1
Are we talking about the two dots that is below and it says W R WPS or W. Maybe I need to reset that. There is no blue and never have been any blue in the front. It was, it is green, light green and then blinking kind of yellow or orange. And it has been like that forever. I have not seen any blue in the past year at the front. If there's any other area that it has blue, I don't see it. On the back it is
04:00
Speaker 2
Solid blue. Oh, okay. You don't need to check. No, you don't need to reset anything. I just would like to confirm, what is the light showing in the front of the device? Because it should be color blue. So, if it's blue, it means it is connected to the internet.
04:00
Speaker 1
Red. and the back of the device. So, I'm, that the internet port, it has, it has an internet that is the yellow and connected to the router. and connected to the modem through the internet port, but it is a connected internet. for silence Yes, I did that. for silence Yeah, for silence, I disconnect everything. Of course, in the modem, it shows everything as far as silence in power on long silence.
05:00
Speaker 2
So, at the back of it, ma'am, at the back of it, there, is the ether. Is the Ethernet cable connected in the yellow port or in the internet port? Ethernet or internet? Okay, all right. Did you try to power cycle both the modem and the router? Did you try to turn off, turn it back on?
05:00
Speaker 1
I on and then I think voice everything is okay. But I will disconnect for three minutes, [silence] everything [silence] from the [silence] router, from modem, from power and then [silence] see how that it works. Is that - you want it? [silence] Yes. Yes, that is [silence] what I think. Yes. [silence] No, not. No, I have not done that yet. [silence] Uh I think so. Let me look at this paper. I think it's M R B 300. Yes. Yes, ma'am. [silence] First name is Mary. Last name is Aslami. And you may have
06:00
Speaker 2
Mm-hmm. No, I just would like to confirm what you have done so far in the router. Did you try to hit the reset button of the router or not? Okay. All right, good. Now, uh, based on our record here, Ma'am, the device that you have there is this model number MR8300? Okay, let me create first a record. Can you confirm to me your first name and last name? [silence]
06:00
Speaker 1
Um, uh, my husband, Masroul, uh, Islam. [silence] [silence] At softball4@charter.net. Like a "person," but it is, personnel number four@charter.net. Okay. No problem. Thank you. Thank you very much.
07:00
Speaker 2
How about your email address? I'm sorry, it's personal. Charter dot, net. Okay. Gem M, dash r8, 300. Give me just three minutes. I will just create a record for you. Okay? Thank you. [silence] [silence] [silence] [silence] [silence] [silence]
07:00
Speaker 1
You mean we have to go and buy another one?
08:00
Speaker 2
All right, no internet connection. All right, so, Ms. Murray, I was able to create a record for you in the system. However, I just want to set proper expectation that the router that you have, it's already been out of warranty. Now, we can provide you troubleshooting right now. However, it, um, if by chance, that we cannot connect, or we cannot set up your Linksys device right now, I might have to read that you need to upgrade the newer version of, device. Okay? So, right now, ma'am, uh, that's the last option, ma'am, if the troubleshooting won't go through. But, then again, I can assist you in troubleshooting your device. That's not a problem.
08:00
Speaker 1
No, no, I was, I'm listening. I was just looking for something to write it down. Let me get a pencil or something. Pen to write it down. Always good for something. Then you are now, it is, you are going ahead and right now you wanted to the troubleshoot. Is that correct? Okay. Okay. Of uh, I'm sorry to take
09:00
Speaker 2
So for your router, Ma'am. Go ahead. You want to say something? [silence] Yes, we can proceed with the troubleshooting. So what we're going to do, Ma'am is we're going to do some sequence reboot first before we figure out if it you really don't have an internet with the linksys. So by doing some sequence reboot, can you try to turn off both the modem and the router?
09:00
Speaker 1
Yeah yeah then for for router, I have to take it off of power. No doubt but for the for the for not router. Yeah power
10:00
Speaker 2
yeah, turn off your modem turnout, your router turnout the spectrum back turnout, the Linksys box. Yeah, just turn off and plug them from the power source. We're able to turn them off. Hello. Are you there? Hello? Hello? Great, so, ma'am, since I am unable to hear from the other line, I will attend to disconnect the call, but I will try to process a call back for you. Just wait for me for at least three minutes, okay? All right. [silence]
10:00