V2 Rubric Detail — b5924538-7b3a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 02:05
Duration
12m 57s
Contact
Michelle Falley
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#TE00023348
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_intermittent to no internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation3.50/5
Customer Exp4.29/5
Overall55.0% (+7.0)

V2 Grader Summary

The agent escalated a recurring issue involving solid red lights on an MX6200 system. While ownership and empathy were strong, the agent failed to use any diagnostic tools (T2) and made an unsupported technical claim about knowing the cause of the disconnection (T3) without evidence.

V1 Case Analysis

Customer reports daily internet dropouts on MX6200 mesh with solid red LEDs. Agent collected contact info and model, did not troubleshoot, escalated to L2 with callback within 24 hours.

Troubleshooting Steps
  • Asked if nodes had been reset
  • Suggested checking ISP modem status
Key Observations
  • Agent did not perform basic troubleshooting: no power cycle, no firmware check, no direct modem test, no factory reset, no 5-press method.
  • Long hold period ([06:00]–[10:00]) without clear progress or explanation.
  • Agent claimed 'I know the reason' ([03:00]) without evidence or explanation, undermining credibility.
  • Escalation to L2 with 24-hour callback was appropriate and clearly communicated.
Positive Highlights
  • Correctly identified the device model (MX6200) from account lookup ([02:00]).
  • Collected complete customer contact information (name, phone, email) ([02:00]).
  • Confirmed both nodes show solid red LEDs, accurately capturing the symptom ([02:00]).
  • Acknowledged the severity of the recurring issue and expressed understanding ([10:00]).
  • Escalated appropriately to second-level support with a clear callback timeframe ([11:00]).
  • Maintained a polite and empathetic tone throughout the call.
Agent Errors / Gaps
  • Failed to guide the customer through power cycling the modem and router nodes, a fundamental first step per universal_escalation_guide.md Step 1.
  • Did not verify WAN connectivity by instructing the customer to test internet directly at the modem via Ethernet, as required by universal_escalation_guide.md.
  • Did not check or recommend a firmware update, despite MX6200 being eligible for auto-update (universal_firmware_update.md).
  • Did not attempt a factory reset of the nodes, which is standard for solid red LED issues (universal_factory_reset.md).
  • Did not use or mention the 5-press method, which is supported on MX6200 (universal_5press_models.md) and appropriate for escalation when nodes are unresponsive.
  • Provided no actionable self-help steps before escalation.
  • Claimed 'I know the reason' ([03:00]) without diagnosing or explaining, which is misleading and unprofessional.
  • Failed to collect the serial number for warranty verification or case tracking.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent escalated without resolving the issue or confirming a limitation.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent asked if nodes were reset and confirmed ISP and device model; also attempted to isolate issue by suggesting modem check, though no direct test was completed.
R3 Partially Met Correct resolution path conf 90%
Escalation is appropriate given recurring issue, but agent skipped key L1 steps like firmware check or power cycle guidance before escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified solid red lights and intermittent outages, asked about resets and modem status — symptoms addressed, but root cause not determined.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, firmware check, admin UI); relied solely on customer description despite having account info.
T3 Not Met No misinformation conf 97%
Agent stated 'I know the reason why you lost the connection' without any diagnostic evidence or KB-supported root cause analysis, which is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 88%
Set callback expectation and maintained basic control, but call flow was disjointed with long holds and unclear transitions.
C2 Met Confirmed understanding conf 93%
Used accessible language, acknowledged frustration, and avoided jargon — adapted communication to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to escalating personally after the call.
O2 Met Proactive follow-through conf 94%
Clearly communicated next step: escalation with a 24-hour callback window.
O3 Met Closure confirmation conf 92%
Referenced prior interaction: 'since your last interaction... you're still experiencing this concern'.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 89%
Escalation justified due to recurring issue, but premature — lacked sufficient L1 troubleshooting like power cycle or firmware verification.
E2 Met Escalation prep & handoff conf 95%
Clearly informed customer of escalation path (second-level technician) and timeline (within 24 hours).
Customer Experience
X1 Met Customer effort minimised conf 94%
Expressed understanding: 'I do really understand the concern here' and thanked customer for patience.
X2 Met Tone & rapport conf 91%
Maintained patient, empathetic tone and matched customer’s emotional state throughout.
X3 Partially Met Overall experience conf 88%
Customer repeated contact info already in system; agent could have reduced effort by retrieving it without asking.
Call Transcript18 turns · 19 lines
Speaker 1
I'm hi, I'm calling about my links My links it's not my router it's not working router modem. I get them confused. I just know it's not working. I'm
00:00
Speaker 2
Welcome to link sucks 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. [silence] you for calling links sys. This is So just tell me a second. Oh like model and router. Uh by the way, ma'am, the router is the device with the linkess uh logo and then your modem is the device from your ISP or your internet service provider. Uh If I may ask, who is your internet service provider?
00:00
Speaker 1
wait wait just the loop set up no, I call you guys all the time. all the time. As a matter of fact, you guys usually send me up to the head in the house.
01:00
Speaker 2
Xfinity. Okay. And how many Linksys devices do you have? Two. And what is the model number? Model number of the devices. Uh... Uh, yes, hello. I can... Just now, but earlier, I cannot hear you. Like you can see. How about this one, ma'am? Is this your first time calling Linksys? Okay, let me check.
01:00
Speaker 1
Okay. Four one five, four three nine, ninety nine, ninety one. Yes. Yes. Yes. Device. Red. [silence] I just got my bands on. Red? Red. Yes. Mm-hmm. Yes. Mm-hmm. Yeah.
02:00
Speaker 2
Oh, what's your phone number? [silence] Okay, so 415-439-9991. Okay, hold on. Uh, this is under Michelle Fowley. [silence] Okay, and then email address associated to your account is ShellyFowley@aol.com. [silence] Okay, based here on your account, ma'am, uh, you have MX6200, are you calling for the same device? [silence] Okay, and what's the light indicator on the two MX? Solid red. And then, oh, sorry, forgot, and the Internet service provider is Sorry.
02:00
Speaker 1
Xfinity? No, no. We lose it every day. Every single day, just got tired of it and decided to call you guys. But I lose it every day. It has not stopped falling. And it falls for like minutes at a time, 30 minutes here, hour there. I lose it every day. Yes. Mm-hmm. Yep.
03:00
Speaker 2
Did you like reset the two nodes, ma'am? Like press the reset button underneath? No. Okay. I know the reason why you lost the connection. Oh. Okay, let me just check this one. So, did you contact Mike and ask them if modem is online or their system is like there's something wrong on the system? So modem is good.
03:00
Speaker 1
I have my IPad.
04:00
Speaker 2
Okay. Hold on. Let me just double check this. Uh so since you mentioned, ma'am, that uh you've been experiencing this one like everyday, which is really not uh okay if you're have this problem everyday, um let's isolate the problem right away. Let's check on the Verizon modem. Do you have like a laptop witha LAN port? Oh, because on um iPad, okay we cannot like wire it directly to the modem because if again if this is happening everyday, so we really need to check on the modem if it's really working or not but if there's none, okay, well, we can just proceed with our uh troubleshooting. Okay?
04:00
Speaker 1
Okay. Yes. No, but I spoke to somebody at the top of the line. I can't remember his name. I had wrote it down, but I can't remember where I put it. I had a ticket and everything, and he was the guy, when you guys can't do it, you guys will send me to him or send me upstairs or wherever you send me to.
05:00
Speaker 2
So, you did not reset the nodes? the parent node, when I say parent node, it's the node that's directly wired to the modem. Like, is it still connected to the modem? Okay.
05:00
Speaker 1
Okay. No, it's the same one. It don't never change. Okay. Thank you. Okay.
06:00
Speaker 2
just check this one okay, so, but this is a different problem since your last uh interaction, the same uh huh. Okay ma'am, let me just put this call on hold to check on this concern okay, could you are calling for the same issue I'll be putting this call on hold, thank you, I'll get back to you okay, stay on the line. [silence] You're welcome. [silence] [silence] [silence] hi, sir. thank you for patiently waiting. you're welcome. so for this concern, sir, yes, 'cause it's been happening all the way. like your last interaction with us up until today you're still experiencing this concern which is really not really good. okay, I do really understand the concern here.
06:00
Speaker 1
I guess, I don't have no choice. So, I'm stuck. It'll, it'll pop back on, but it only stays on for, you know, maybe 15, 20 minutes. And then it pops back off and it stays off for like 30 minutes to an hour.
11:00
Speaker 2
Yes, so what I am going going to do ma'am is that I will escalate your case again to our second level technician and then the best callback time here is within 24 hours cause our trunk line will be closed in an hour. So since this is like quite uh very serious concern so it should be like given enough time to check for our second level technician. So best callback time here with all my uh apologies to you is within 24 hours. Is that okay? Yes ma'am. But though this um So 20 uh 20 minutes and then you will restart the node and then it will come back.
11:00
Speaker 1
No. I don't I don't restart. I unplug it, but I don't restart it because somebody told me that I shouldn't restart it. Sometimes, not all the time, not all the time. Sometimes it do, sometimes it don't. Hmm. All right. Thank you. Okay. All right. You too. Bye bye.
12:00
Speaker 2
Oh, so you unplug, and then after you replug, it will work for quite like 30 minutes, and it will down again for like 20 minutes, right? Yes, ma'am, which it should be really fixed, okay? So though your callback is within 24 hours, but I'll make sure to prioritize your case so that they will really look deeper into it, do further our advanced troubleshooting, okay? So right after this call, I'll escalate the case right away, but call back within 24 hours. Okay, thank you so much for your understanding, ma'am. You're welcome. Have a nice day. Bye.
12:00