V2 Rubric Detail — b7f496d0-6a93-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:30
Duration
10m 12s
Contact
Laura Gilbert
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133818
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall11.5% (-40.5)

V2 Grader Summary

The agent initiated basic troubleshooting but failed to recognize the flashing red LED as a hard escalation trigger per KB guidelines, did not use available tools, and allowed the call to end without ownership or next steps. Despite referencing prior history, the lack of empathy, technical missteps, and failure to escalate when required resulted in an unresolved case with clear ownership gap.

V1 Case Analysis

MR9000 flashing red, no internet. Attempted modem isolation test per KB but customer lacks Ethernet port. No resolution; advised to call back.

Troubleshooting Steps
  • Confirmed ticket number and retrieved customer record
  • Identified router model (MR9000) and ISP (Charter)
  • Verified LED status (blinking red)
  • Confirmed prior power cycle and 5-press reset were performed
  • Attempted to guide customer to test internet directly at the modem via Ethernet
Key Observations
  • Agent correctly followed KB protocol for modem isolation (universal_isp_modem_diagnostics.md)
  • Agent failed to adapt when customer lacked an Ethernet port — no alternative solution offered
  • Instructions were confusing (e.g., 'yellow cable') and not empathetic
  • No escalation or definitive next step provided despite clear troubleshooting block
Positive Highlights
  • Agent retrieved ticket and customer information promptly
  • Correctly identified router model (MR9000) and ISP (Charter)
  • Confirmed that prior troubleshooting (power cycle and 5-press reset) had been performed
  • Followed KB protocol for modem isolation (universal_isp_modem_diagnostics.md Step 1)
Agent Errors / Gaps
  • Did not acknowledge or respond to customer frustration expressed at [09:00] ('I'm going to have to call back. I'm sorry.')
  • Provided unclear instructions (e.g., 'yellow cable' at [06:00]) without confirming customer understanding
  • Failed to offer alternative modem-testing methods (e.g., USB-to-Ethernet adapter) when customer stated laptop lacks Ethernet port at [07:00] and [08:00]
  • Did not escalate or provide a concrete next step beyond 'call back'

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call saying 'I'm going to have to call back,' with no resolution achieved or path forward provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about power cycle, 5-press reset, and suggested testing modem connection, but did not complete logical troubleshooting sequence or verify WAN LED status.
R3 Not Met Correct resolution path conf 95%
Flashing red LED is a documented escalation trigger (per ax_maxstream_wifi_connectivity.md), yet agent pursued no escalation or RMA path despite prior reset attempts.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing red) and asked relevant questions, but failed to follow diagnostic logic to root cause (e.g., checking WAN port LED, ISP status).
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as router admin UI (192.168.1.1), speed test, or remote session to verify connection state, despite flashing red being a clear indicator requiring deeper investigation.
T3 Not Met No misinformation conf 90%
Agent incorrectly assumed laptop had Ethernet port and asked 'Is it yellow?' about cable color—neither relevant nor accurate; failed to guide customer to check WAN LED which is critical for diagnosis.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure, clear expectations, or control; agent did not reframe when customer struggled and allowed call to end without resolution plan.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms without confirmation, did not adapt to customer’s confusion about ports/cables, and failed comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—allowed customer to disengage with 'call back' without committing to resolve or scheduling follow-up.
O2 Not Met Proactive follow-through conf 95%
No next steps defined by agent; customer self-determined to 'call back' with no timeline, owner, or action plan established.
O3 Partially Met Closure confirmation conf 85%
Agent referenced prior technician’s notes and ticket number, showing some continuity, but repeated basic questions already likely covered.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Flashing red LED after reboot and reset is a documented escalation trigger (Step 2 — Escalation Triggers), yet agent did not escalate or offer valid reason not to.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed—no correct path followed, no details provided to team, and customer not informed of escalation process.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed despite customer mentioning prior call and repeated resets; agent ignored frustration cues and offered no acknowledgment.
X2 Not Met Tone & rapport conf 90%
Agent continued with complex cabling instructions despite customer confusion and lack of Ethernet port, failing to adapt tone or simplify approach.
X3 Not Met Overall experience conf 95%
Customer forced to repeat ticket info and describe setup multiple times; agent created unnecessary effort by insisting on wired test the customer couldn’t perform.
Call Transcript22 turns · 22 lines
Speaker 1
Hi, I'm having issues with my router and I called earlier and did the whole reset, like push the button five times and start it back up and I'm still not able to connect to the internet.
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynx.com.
00:00
Speaker 1
[silence] Oh, do I have one? Let me see. I have a I have a number. It's L T S 0 0 1 3 3 8 1 8. [silence] Correct. Correct.
01:00
Speaker 2
You have a ticket number where I can pull up your record? Or how about, yes, did they provide it you? Or how about just your phone number instead? Your phone number? Okay. Mhm. Okay. All right. Okay, again, that's LTS00133818. All right, let me just pull up your record, ma'am. Okay. Yes, I was able to pull up a record here. It's under Laura Gilbert. Email address is lp5@hotmail.com and your phone number is 636-236-9506. All right. And the model number of your router is
01:00
Speaker 1
Yeah, yeah, it's not our modem. It's coming from the router, yeah. It's flashing red. [silence] It's flashing red.
02:00
Speaker 2
MR. 9,000. And, um, internet provider is, um, Charter. And you main concern as you don't have internet connection using the, um, router. Yes. And at now what's the color of the light on your router, ma'am? Blinking red. Okay, let me just check the, um, notes of the previous technician, ma'am.
02:00
Speaker 1
[silence] correct. correct. I did. [silence] Yup. [silence] Uh. [silence] Okay. Sorry. You want me to try and connect to a computer? Whoa. I think I did it anymore. Yes.
03:00
Speaker 2
Okay. You did already a power cycle on your router and the modem but still it has flashing red on your, um, okay. And you did already the um five press with uh like pressing the reset button five times to set it up, right? And, um, have you, um, verified the connectivity from the modem? Hmm, like, connecting a computer straight to the modem and check the internet from the modem? Because sometimes they only check the line, but they did not check the internet if it is coming out from the modem. They're just checking if it's the in-coming connection of the modem, not the outgoing. Okay. Do you have a computer, ma'am, that you can check use it on to your modem? [silence]
03:00
Speaker 1
Yeah. Let me get there. It's a, laptop. It's a Lenovo. That's a great question, uh.
04:00
Speaker 2
OK. So is that a laptop or a desktop? Is with Windows or Mac? OK. So probably you like Windows 11? [silence]
04:00
Speaker 1
OK, it's verifying right now. Uh, that's what I'm trying to, it's not right now. That's what I'm trying to connect. Correct. Well, I just logged in with, uh, yeah, it says no internet. It's wireless.
05:00
Speaker 2
it's now connected to the modem without the linksys, right? okay. so again, this is very fine, ma'am. uh... the laptop is not yet to connected to anything, right? uh... your laptop right now. is it wired to the modem or is it wirelessly connected? um... connected to...
05:00
Speaker 1
Uh. I don't know. Is it yellow? [silence]
06:00
Speaker 2
to the links to the modem. The.computer it has an ethernet cable at the side or ethernet port. keep. So there is a cable that connects between the Chartermodem and the link. Sobetter right there isn't I like yellow or is it a blue cable. Disconnect that cable. Okay. Disconnect that cable out from the link a.
06:00
Speaker 1
I don't think I can do that. It's in different like it's set up in different parts of the house. Do you have a laptop? Let me try. Give me this one. Then I'm gonna. Okay. I got the laptop. I'm going back upstairs. [silence] I don't think this has an ethernet connection.
07:00
Speaker 2
you're gonna bring this um laptop near to the modem. Because you already um um actually ma'am. The one that you did with the previous technician where I am earlier. The five press. That's the way on how to set up your router. Uh one way on setting up the router but still it did not work. That's why we need to um identify the um connection first to the modem. Okay.
07:00
Speaker 1
My laptop. Yeah, let's see. Give it a whirl. No, I don't come up. No Ethernet connection. My laptop doesn't have that. You know what Let me try something. No, there's a whole other contraption to it, but that I can't move on. What is that? But it's not connected, it should be connected. I don't know.
08:00
Speaker 2
don't have the Ethernet port.
08:00
Speaker 1
I can't see it. So, I unplugged the yellow cable, but it's not, it's connected. to anything. Maybe we don't need it. It's, this should have a cable going to that. It does 'cause I'm pulling it. Yeah. Yeah. That's what I'm trying to work on you. I don't... This doesn't have it either. I'm going to have to call back. See it sticks right here on the sides. It doesn't fit. [silence]
09:00
Speaker 2
Like, um, the other end of the cable, ma'am. Actually, the core connection should be, like, the other end connected to the cable modem, like the charter modem, and the other end to your Linksys router. Is that the correct connection right now? And it should be connected onto the internet port of the Linksys router.
09:00
Speaker 1
I'm going to have to call back. I'm sorry. Okay, thank you.
10:00
Speaker 2
Okay, no problem, ma'am. Use the same ticket number? All right. Okay, so.
10:00