V2 Rubric Detail — b689d0a0-600f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 12:20
Duration
16m 7s
Contact
Mandel Doerstler
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132211
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall48.8% (-7.2)

V2 Grader Summary

The agent correctly interpreted the blinking red LED and gave technically accurate reset instructions, but failed to conduct essential diagnostics such as direct modem testing or WAN status verification. The interaction defaulted to self-help options without advancing troubleshooting, resulting in no resolution. While communication was mostly clear, the lack of tool use, incomplete diagnostics, and no meaningful progress led to an unresolved outcome.

V1 Case Analysis

Router blinking red, no internet. Agent offered paid support and free reset guide; will email step‑by‑step instructions. No resolution achieved.

Troubleshooting Steps
  • Asked if Ethernet cable was re‑plugged.
  • Confirmed Wi‑Fi SSID is visible on devices.
  • Offered reset instructions (press reset button for 15 seconds).
Key Observations
  • Agent never asked for or recorded the router model number.
  • Paid‑support offer was made before confirming warranty status.
  • Reset instruction duration (15 seconds) does not match the standard 10‑second reset for most Linksys routers.
Positive Highlights
  • Correctly identified red blinking LED as loss of internet.
  • Collected customer name and email for follow‑up.
  • Provided a free self‑help option (step‑by‑step guide).
Agent Errors / Gaps
  • Missing model verification and warranty lookup.
  • Inaccurate reset time (15 seconds vs 10 seconds).
  • Premature upsell of paid support without establishing eligibility.
  • Limited empathy and repetitive questioning.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue; customer declined both paid service and self-help guide, ending with no working solution.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped essential diagnostics: no instruction to test modem directly, verify WAN connection, or check ISP status — relied only on customer's report and offered reset as catch-all.
R3 Partially Met Correct resolution path conf 91%
Agent offered a paid support option and a free guide, which aligns with out-of-warranty expectations, but failed to confirm warranty status or attempt deeper troubleshooting before defaulting to self-help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent correctly identified blinking red LED symptom and asked for serial number, but did not ask critical questions about modem status, direct speed test, or WAN IP assignment to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 97%
No tools were used — agent did not direct customer to check router web interface (192.168.1.1), run a direct modem speed test, or examine WAN status, all of which are required for red LED diagnostics.
T3 Met No misinformation conf 99%
Agent correctly stated blinking red means no network connection and provided accurate reset instructions (hold reset 15 seconds, within documented 10–20 second range).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic control but had multiple long silences, repeated 'hello' prompts, and introduced paid service without clear framing or context.
C2 Met Confirmed understanding conf 94%
Agent used simple language, confirmed understanding through repetition, and adapted instructions (e.g., 'press and hold reset for 15 seconds') for non-technical user.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent did not transfer the call and took initial ownership, but failed to commit to follow-up or ensure resolution path was completed.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to email the guide and instructed a reset, but provided no timeline for delivery or next check-in, leaving customer without clear follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was within L1 scope (LED troubleshooting, reset, setup), and agent appropriately handled it without unnecessary escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent apologized at end but did not acknowledge customer's frustration earlier, despite mention of being offline for over a day and ISP delay until the 28th.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a calm tone but did not adjust pace or rephrase after customer's repeated confusion about app use and setup steps.
X3 Partially Met Overall experience conf 88%
Agent asked for serial number, name, and email multiple times with long silences, causing unnecessary repetition and increased customer effort.
Call Transcript24 turns · 24 lines
Speaker 1
Oh, and when you look at that. The way. You are, okay. Cause you said they might do something through the app. What am I supposed to. What am I supposed to. Well, if I need the app. Like I have to start. Go shower. Ghost shower. This is, I mean, it's an out of warranty. Lengthy. Now it's in warranty. Is, I mean, very little. Well, if you want,
00:00
Speaker 2
Hello.
00:00
Speaker 1
Hi, good morning. I'm sorry, you probably can't hear me very well. Okay, I'm calling because can you hear me now? I have been having some trouble with my home internet service. We have been we have been without internet now for over a day. And so I we've been trying to troubleshoot and figure out what's going on. And so I spoke with our service provider, actually I just hung up the phone with them and they told me that they can't send anyone out until the 28th.
05:00
Speaker 2
[silence]
05:00
Speaker 1
spectrum uh internet provider this morning, and he verified that we're getting good signal um, get good signal through the modem and whatnot, but so it seems that we have a Linksys router, and it continues to uh blink red, and so like I've turned it off, reset it, and uh, you know, disconnected the cords and whatnot and and put them back and we're still getting red, so it's like uh the spectrum provider just you know, said that I could give you guys a call. I'm not really sure if you guys can do anything or not, um I don't believe my system is under warranty. so I'm just calling to see if there is any other options or if you have any recommendations about next steps. Mhm.
06:00
Speaker 2
Mm. Mm. Mm. Mmhm. Mmhm. Mmhm. We can check on that one, ma'am. Uh, by the way, um, blinking red light at the top of, uh,
06:00
Speaker 1
Yeah. Um, it's 2-0 J as in Jack 2-0 M as in Mary three nine, nine, zero, five, nine, five, nine. It's the one. [silence]
07:00
Speaker 2
on this device ma'am, on all devices, means it's disconnected to your network or there's no physical connection. Anyways, before we proceed, may I have the serial number of your lenses please? and Got it. Thank you. How many lengths nodes do you have ma'am? Just one. OK. How long have you been using this node ma'am? Hello? Hello, ma'am?
07:00
Speaker 1
Sorry, been using the router. Uh, quite a while, I would say maybe six years, seven years. Is that possible? Yeah, uh, yeah, I believe so.
08:00
Speaker 2
hello ma'am hi ma'am uh yeah may I just ask how long have you been using this um router uh how long have you been using this nodes yes Mm-hmm. I see. Okay. So you mentioned that you tried uh removing the Ethernet cable right? Mm-hmm. And after you uh you plug it back to the same port ma'am right? Okay. Mm-hmm.
08:00
Speaker 1
I have, um, if I have it turned upside down, like it's on its top, if you will, if I'm looking at the bottom where the ethernet cords go in, there's a black like flat wire that's going in the left side and then there's a round gray wire going in the right side. Yeah, as far as the setup Wi-Fi. Yeah. Um, well, I don't that the name that's on the setup Wi-Fi is not the same name that is typically on like what we call our home internet on our are you talking about like if I look to see like on my phone? Yeah.
09:00
Speaker 2
Yeah, the adapter and the Ethernet cable. Okay. Anyways, ma'am, how about the Wi Fi name? You're still able to see your Wi Fi network name? Yes, to set up Wi-Fi. Is it still showing up on your devices? Yes. If you
09:00
Speaker 1
Yeah. I hear what you're saying. Um, I go into Wi-Fi. [silence] Yeah, it, it tries to connect. Um, but then it says, uh no internet connection for that, for our home internet. Yeah. 765-969-715.
10:00
Speaker 2
look at the settings of your phone. can you still see the name that you created then (uh) for your network? Mm-hmm. Mm-hmm. I see. okay. so okay. Mm-hmm. okay. uh before you proceed with that then I still checking on the exact model number and the exact (uh) unit details. (uh) may I have your phone number please. just in case you get disconnected. [silence]
10:00
Speaker 1
Oh, Mendel Dorsler? Yes, D-O-R-S-T-L-E-R Doris fereta. D-R-I-S-P-E-L-E-R-I-C-A-T-dosyler at iCloud.com.
11:00
Speaker 2
How about you're first and last name, ma'am? Mandel. How do you spell your last name? [silence]. Okay. And how about your email address, ma'am? Manda@icloud.com. [silence]. Okay. [silence]. Yes.
11:00
Speaker 1
So all I did was we just unplugged it, we undid the wires, and then we waited, you know, a few minutes, and then we put it back together.
12:00
Speaker 2
So I was able to check, ma'am, your,
12:00
Speaker 1
We'll do we have that on our other sources internet? Yeah, I mean if I turn off, um, if I turn off Wi-Fi then we can pick up internet but otherwise.
13:00
Speaker 2
options for this one, ma'am? First option, we do have a paid service. That is $15 for an hour of troubleshooting. It's um it's a one-time technical support, ma'am, for $15. But anyways, let me just set your expectation that uh if we deem the device defective or if the uh The node will not work, that $15 is non-refundable. Other ways, ma'am, um may I just ask if you have other network, like the uh like a 4G network on your phone or other source of internet? Uh yes, ma'am, like a 4G network from your phone.
13:00
Speaker 1
if I can. [silence] Okay. I I mean, there's no, no, I had a question. Even if we reset the router, it doesn't necessarily guarantee that it's going to work correctly. yeah. Okay. [silence]
14:00
Speaker 2
Other options, ma'am, this is for free, I can send you the full step-by-step guide on the reset and reconfiguration for your Linksys router. Okay, which one would you prefer, ma'am? Yes, yes, ma'am, it's not the guarantee that it will work, um, possible if, uh, after reset, ma'am, it will go back to default, so possibly, um, it will fix, but you still have to reconfigurer, it will be fixed, but you still have to reconfigure your device, or your Linksys router.
14:00
Speaker 1
Okay, um, no, I think I'll just pass, thank you. Okay. Okay. Thanks.
15:00
Speaker 2
Okay. So, how about I send you the guided step manual so that you can try it on your end? Okay. So, I'll set it to your email ma'am. Before you proceed with that troubleshooting guide that I will send, please make sure to reset first your linkages device. Okay? Reset ma'am, that's the red reset button underneath. You just need to press and hold it for 15 seconds and then you can follow the step-by-step guide. Okay. Thank you so much for your time ma'am and apologize for the inconvenience. Have a good day. Stay safe.
15:00