V2 Rubric Detail — be9d23ea-807c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 18:41
Duration
31m 23s
Contact
651-329-4850
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137322
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership1.79/5
EscalationN/A
Customer Exp0.71/5
Overall22.1% (-33.9)

V2 Grader Summary

The agent failed to resolve the no-internet issue due to incomplete diagnostics, incorrect reset instructions (applying 5-press pairing to MR55), and no tool use. Call control and empathy were deficient, and case continuity was broken by ignoring prior contact. Customer abandoned the call without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (MR55) reports no internet; router shows red/blinking light. Agent guided power-cycle, Ethernet check, and factory reset. Incorrectly instructed 5-press pairing. No resolution; customer hung up saying they'd call back.

Troubleshooting Steps
  • Verified Ethernet cable placement between modem and router WAN port
  • Guided power-cycle of modem and router
  • Instructed factory reset (hold reset 10–15 seconds)
  • Incorrectly advised 5-press pairing method (not applicable to MR55)
Key Observations
  • Agent incorrectly instructed the 5-press pairing method at [00:26], which is not applicable to MR55 routers — a serious accuracy error per KB
  • Agent failed to verify internet connectivity on the modem directly, missing a critical diagnostic step
  • Call lacked empathy and clear next-step recap; customer became frustrated and ended the call abruptly
  • Warranty status was never addressed, and no escalation or callback time was scheduled
Positive Highlights
  • Collected and confirmed the router's serial number at [00:07]
  • Correctly identified the model as MR55 at [00:08]
  • Attempted standard power-cycle and factory reset procedures per KB
Agent Errors / Gaps
  • Provided 5-press pairing steps for MR55, which is not a supported procedure for this model — contradicts KB guidance and constitutes a serious technical inaccuracy
  • Did not verify internet connectivity on the modem directly (e.g., via customer's TV or temporary device)
  • Failed to set a concrete follow-up plan or offer escalation path
  • Mixed up reset instructions: factory reset (hold 10–15 sec) vs. 5-press pairing (five quick presses), leading to customer confusion
  • Limited empathy and poor call control, contributing to customer frustration and early termination

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer explicitly states 'I’ll have to call back... I’m going to hang up now' and no internet connectivity is restored; agent ends call without resolution.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent instructed power cycle, verified Ethernet connection to WAN port, and attempted factory reset — relevant steps, but skipped key diagnostics like checking modem status or router web interface.
R3 Not Met Correct resolution path conf 94%
Agent never determined warranty status (customer mentioned prior contact indicating OOW) or selected proper path; did not offer best-effort troubleshooting or explain limitations, treating issue as new without continuity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (no internet), asked for serial number and ISP, and model number, but did not ask about modem lights, WAN IP, or perform logical narrowing to root cause (ISP vs. router).
T2 Not Met Appropriate tools / resources used conf 97%
No tools used — did not guide customer to access http://192.168.1.1 or myrouter.local to check WAN status, no remote session, no log review — despite issue being a 'no-internet' condition requiring tool validation.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect instructions by combining factory reset (10-15s hold) with '5-press' sequence ('press release... five times') on MR55; 5-press is for pairing child nodes, not resets per KB.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, unclear framing ('length of frog'), no clear agenda or transitions; call drifted when customer expressed frustration and ended abruptly without control.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but failed to confirm understanding, repeated unclear instructions, and did not adapt to customer’s confusion or requests for clarification despite repeated miscommunications.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on call and attempted resolution, but did not prevent abandonment; told customer to 'call back' instead of owning continuity or documenting next steps.
O2 Partially Met Proactive follow-through conf 89%
Agent gave 'wait 3–5 minutes' but no clear owner, timeline, or follow-up plan; customer left without actionable next step, indicating incomplete handoff.
O3 Not Met Closure confirmation conf 95%
Customer mentioned prior contact, but agent ignored history and re-asked basic info (serial number, model); no reference to previous case or findings, treating interaction as new.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was L1-level troubleshooting; agent attempted resolution before call abandonment.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy statements; did not acknowledge customer’s frustration or repeat-call fatigue, remaining transactional despite customer’s evident irritation.
X2 Partially Met Tone & rapport conf 88%
Agent maintained consistent pace but did not adjust to customer’s confusion or requests for repetition; some engagement but missed cues for adaptation (e.g., repeated unclear instructions).
X3 Not Met Overall experience conf 94%
Customer repeated name, serial, and steps multiple times; agent asked to recheck connections already described and ended call abruptly, increasing effort unnecessarily.
Call Transcript46 turns · 54 lines
Speaker 1
okay I'm I'm getting a message that uh I have um my my phone is on the internet but I don't have a connection it's not connected okay let's see how it's and I try to used for that you can understand it easily okay it says hello can you hear me hello okay it it says um my linkage is is connected without internet so that means my router is not uh not finding the internet for me
00:00
Speaker 2
[KEEP_UNCERTAIN] Welcome to Linksys 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. This is Regina, [silence] going to help you today. Hello? Yes, go ahead.
00:00
Speaker 1
[KEEP_UNCERTAIN] Can you help me with that? Yes. Well, I haven't called, yes. No, no. No, it's not the first time. I called you quite a while ago. I mean, you know, I called you shortly after I bought the system, but I haven't needed to call you since then. Yes, I am. Okay, my first name is James, my last name is Carmonisation. And that's spelled C-A-R-M-O-U-C-H-E. No, no, no. No. What are you trying to spell my last name? Hello? Okay.
01:00
Speaker 2
[KEEP_UNCERTAIN] Okay. So I totally understand your concern, all about sir, but is this your first time calling us for support? And are you calling from the United States? Are you calling from United States? May I know your first name and last name, sir? Okay. So it's B for Paul, A for Alpha, R for Robert, M for Michael. Yeah. Can you spell it for me? Yeah. Can you spell it for me like
01:00
Speaker 1
Okay, C for car, A-R-M-O-U. Right? Okay by S son, R-D-B-B-N-S-T or E-B-S number four at gmail.com.
02:00
Speaker 2
last name and then CHE and your call back number and your email okay let me just verify it using phonetics to make sure it's correct so ball for ball pub alpha's pub alpha's The for Arthur for Arr for Earth for Arr for earth for Earth for Earth for Arr for Edward let us for Edward number for at gmail.com and how many inks is router do you have James can you please provide a serial number yes there's I'm still here
02:00
Speaker 1
Okay. Hello? It'll just take me a second to get this. Are you still? Okay. All right. If you, when, when I'm talking to you, if you answer me back, then I, I know you're there. If you, if you don't say anything, it's hard for me to realize that I'm communicating with somebody. Okay? That. Okay. Okay. Are you finding it? It, unplug it from the back of the unit. You just pull out the.
04:00
Speaker 2
Okay. Okay, so I don't want to understand that.
04:00
Speaker 1
There's a wire that's hooked to the back of the unit. Just unplug it. Excuse me, I'm going to check in this person that I sent to get this phone for me okay, . Okay. So good. Now this was hooked up, right? Okay, I'm here. I got the router in my my hand. So what are you looking for? serial number. Okay. Yeah, I'm looking at I'm looking for it right now. Okay, I'm ready to give you the serial number. Okay. Okay, the serial number, it starts with uh four.
05:00
Speaker 2
Can we look for the serial number at the back? [silence] Yes. [silence] Traceed. I guess, let me just verify. Okay, it's 4 5, K for Kite, 1 0 M for Michael, 2, 1... 0 0 1 4 1 8.
06:00
Speaker 1
aight. Yeah, that's correct. Well, before we unplugged it, it was red. Okay, it's unplugged. Do I have to plug it back in before you can, can do that, right? Okay, so let me, let me go and plug this in. Just a second.
08:00
Speaker 2
okay so the model number of this router is an MR55. And what is the current light indicate of the router? Okay can you please plug this one again? yeah yes
08:00
Speaker 1
I don't walk fast hello. Yeah. Yeah. That's what I'm trying to do right now. Can you can you do that? Can you plug it back in? Okay cool. Xfinity. What color is the light? Okay, it's plugged in and the light is blue now. [silence]
09:00
Speaker 2
and uh, yes I'm still here. Can you please plug this one to the modem? And who is your internet service provider? Blinking blue. OK now.
09:00
Speaker 1
Okay. So, okay. All right. That's plugged into the cable television. Okay. Give me a... yes, I have modem. Yeah. Okay. Well, that's where I have to disconnect it from the, from the, from the television, um, uh, router to the airport router. Okay? You you, you, you you follow what I'm saying? Hello? [silence]
10:00
Speaker 2
Sure. Make sure sure the ethernet cable is plugged in from the modem to the internet port of the router. No. Don't connect that one on the television. You have modem, right? So make sure the ethernet cable is plugged in from the modem to the internet port of the router. Yes, but how about the routers? or is it connected directly?
10:00
Speaker 1
Let me go in there because I can't figure out. I have to look at what you're talking about in order to be able to understand what you're saying. Okay? Yeah. Bring it in. Just a minute. Yeah, I have a TCL television and the extend... sent me their router. Okay. And the Ethernet cable is connected to their router. Okay. So now you. [silence] They want me to take the East in that cable and plug it into the to the placeholder, is that correct? Okay, all right, let's see what that if I can do that, yes, I can do that, okay. Okay. Does it make what any differences to what one of these holds I put it in? I just have to plug it in, then? Okay. Okay. [silence]
11:00
Speaker 2
okay. there should be okay, using an ether net cable, sir, plug the other end from the Xfinity modem to the internet port of the linksys router, internet port, the WAN or internet port of the linksys router. The yellow internet port. [silence]
12:00
Speaker 1
Well, that's already, that's got something, that's got something plugged into it already. So, should I unplug that and plug it somewhere else? Okay, that's what I'm gonna do now. Okay. Now this other cable that I just unconnected, that goes where now? Let's see. That comes from, oh, okay. Let's see where that is coming from. Okay. Okay. Now, now the, now my my uh front light is just [silence]
13:00
Speaker 2
no, it's okay just to make sure that the router or the Ethernet cable is connected from the Xfinity modem to the Internet links router [silence] [silence]
13:00
Speaker 1
point red. Okay. Can you hear me? I did connect to where that it was a yellow tab, it says, internet. Well, that's where I'm, I put it. I put it in the modem. The, you're talking about the links, right? You're talking about the links this modem, right? It's red. but it's been working all along from the way it was connected before. Okay. [silence]
14:00
Speaker 2
okay so where did you connect the ethernet cable [ silence ] how about on the modem? [ silence ] okay and what is the light [ silence ] now what is the light indicator of the router? [ silence ] it is [ silence ] okay let's try to do a power cycle sir unplug the power adapter of your Smart modem that links us router. Yes. Okay, so let's just wait for 30 seconds. Okay, now plug the router first.
14:00
Speaker 1
plug them back okay there I've got that plugged in okay now what then the the the modem from from xfinity right okay okay they both plugged in okay yes that is correct. uh keep on doing what yes okay I'll be right up
16:00
Speaker 2
plug the router plug the Linksys router first then the modem Xfinity yes okay make sure the ethernet cable is still connected from the modem to the internet port of the Linksys router okay so let's just wait for both devices to fully boot up and it will take three up to five minutes so please keep observing it observed
16:00
Speaker 1
I'm getting a red blinking light on the Linksys modem. Can you hear me? I can hear the lady on the phone. Lay down the phone. Lay down the phone. Okay. Okay. Okay. I wonder what caused this problem to happen. Because this was working just fine until I tried to hook my, until I tried to use my phone as a, um, uh, what am I trying to say? Uh, as a, as a, uh, as a, uh, as a, uh, as a, uh, as a, uh, as a, uh, as a, uh, as a, uh, as a, camera. Okay.
18:00
Speaker 2
yeah. So it's still, booting up, sir. So just wait three, up to five minutes because they are still both, booting up. Okay SO in, the length of frog are still blinking red. Okay Just keep on observing it. How about the modem? Is it fully boot up now?
18:00
Speaker 1
No, I I don't have a computer. No, no, I don't. I don't have it. modem Which modem? Okay, I thought I just gave you that. Okay, but I I suppose I did. Okay, all right. um, here, I'm going to get that for you.
20:00
Speaker 2
While waiting, sir, do you have a computer which we can use to wired directly to the modem. I want a laptop, any device that can be wired directly to the modem. Can you please provide a model number of the modem? The Xfinity modem. No, it's the Goose, the the Goose router.
20:00
Speaker 1
Okay, so XFS, E, T, U, P, well, that's the only number I see on the bottom of this, this, um, okay. No, I don't see anything that's labeled, as model number here. Just a second. One, two, three, four, five, six. I have six ports. Well, the Ethernet cable is already.
21:00
Speaker 2
Sorry, is that the model number of the modem? [silence] to verify it's labeled as model number [silence] But how many ports do you have with your Xfinity modem sir? [silence] How about an ethernet port, just five? [silence] Where the ethernet cable can fit in? [silence]
21:00
Speaker 1
Well, I've got six. You can fit any one of the six ports. Okay, you want me to hook it to port one? I don't know which one is the which one is it? Okay, I don't know if they're not labeled, so I don't know which one is one, but is it there is? Hm? Say that again. Well, it is in there. I haven't disconnected it. Uh huh? Yes, we still.
22:00
Speaker 2
Yeah. How many ports? The same ports where the ethernet cable can fit in. Six. But currently it's connected to the first port port one. Yeah from the Xfinity modem. but as it used before connect the router to the same port as it used to be and it's still solid red it's still solid red
22:00
Speaker 1
Okay, on the linksys router right? Okay. There is a toggle switch in the back here. Is that what you're talking about? Or is there just reset button? Yeah, yeah, it's a red and blue reset button. Is that correct? Okay, that's what I'm I'm trying to understand. Okay, red button got it. Okay, I just did that in the right in the. [silence]
23:00
Speaker 2
Okey, this time let's just proceed to setup your Linksys router. Kindly press and hold the reset button for about 10 to 15 seconds, sir. But, yeah, just release the light when it goes to turn solid blue. There's a reset. There's a reset label on it. Red button. Press and hold the reset button and release it when the light indicator turn to solid blue. [silence]
23:00
Speaker 1
okay, the light indicator is blue. now what? okay, I do release turn purple. The blue light is blinking not much just it blinks every so many seconds but it's not turning purple Okay, it's purple now.
24:00
Speaker 2
Just keep on observing it. Okay, this time press
25:00
Speaker 1
okay. All right. that's the red button, right? okay. okay, I did that. now I'm getting a blinking, it's white.
26:00
Speaker 2
release the reset button p of this router, five times within five seconds. press release, press release, press release, press release, press release. Blinking. [silence] Yes. [silence] Okay so it's setting up. [silence] So let's just wait three to five minutes for this router to set up.
26:00
Speaker 1
It's it's it's blue. Solid blue now. It just turned solid blue. Okay. Okay. [silence]
27:00
Speaker 2
And it's still blinking blue. Keep on observing it. Keep observing it.
27:00
Speaker 1
No. No, it turned back to red. Just, just as you spoke, it turned back to red. Solid red. Okay, there is, there is something directly connected to it. There is a wire that's connected to the to the linksys modem.
28:00
Speaker 2
It's steady blue because it might be sure that your modem, Explinity modem doesn't have any Internet connection. Because our Linksys router is dependent to the modem who provides Internet connection. So, better for us to wire a device directly to it to verify.
28:00
Speaker 1
from the, aside from the cable. That's it, just the Xfinity. Well, it's not the, TV. Okay, let's, I don't, I'm sorry. How do I check if I, I'm on the phone, what do you say, because I do them.
29:00
Speaker 2
and is your ok since your television is connected directly to the modem were they able to go online or not since you can connect your television directly to the modem check if you have internet connection [silence]
29:00
Speaker 1
Am I going into the settings to check? To find out? Yeah, that's what I'm trying to figure out. Okay, connections. Okay, um, Wi-Fi. Okay, Linksys setup. Okay, well, I mean, that's, okay, so you're talking about the Linksys modem, is that correct? Is that what you're talking about? Okay. Okay. Um, you know what? This is taking too long. I've got some other things going on. I'll have to call back. okay all right I'll have to call back I can't hear you okay all right I'm going to hang up now all right yes thanks you too bye [silence]
30:00
Speaker 2
also to call your Xfinity cerebellar seems like this device is the one that doesn't have any internet. Okay, and have a great day. take care. bye.
31:00