V2 Rubric Detail — c07f44d8-8129-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:19
Duration
12m 51s
Contact
248-821-4403
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137472
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX55EC_No internet connection

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (-0.1)

V2 Grader Summary

The issue was resolved when the customer replaced a faulty Ethernet cable and power-cycled the system, restoring connectivity and solid blue LEDs. While the outcome was successful, the agent was reactive rather than proactive in troubleshooting, leading to extended silences and customer-led diagnosis. Technical accuracy and ownership were maintained, but communication efficiency and empathy required improvement.

V1 Case Analysis

Customer reported MX55EC mesh nodes solid red, no internet. Power-cycled modem/router and replaced Ethernet cable; nodes now solid blue and internet restored.

Troubleshooting Steps
  • Verified ISP status (no outage)
  • Collected serial number and model number
  • Instructed power-cycle of modem and router (60 seconds)
  • Advised replacement of Ethernet cable
  • Confirmed LED status after reboot for main and child nodes
Key Observations
  • Long periods of silence and pauses reduced call efficiency.
  • Agent used unclear filler language ('gmail and goat coincidence') that could cause minor confusion.
  • Agent confirmed child-node status after initial fix, ensuring full resolution.
Positive Highlights
  • Collected essential device information (model, serial, customer name).
  • Correctly interpreted solid red LED as no internet (per KB).
  • Guided effective troubleshooting: power-cycle sequence and cable replacement aligned with KB.
  • Confirmed resolution for both main and child nodes before ending call.
Agent Errors / Gaps
  • Unclear filler language that could cause customer confusion.
  • Initial lack of explicit confirmation of child-node status after fix, though later corrected.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet was restored and nodes showed solid blue after replacing Ethernet cable and power-cycling.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about ISP and LED status but did not proactively guide troubleshooting; customer self-diagnosed and executed key steps (power-cycling, Ethernet replacement).
R3 Met Correct resolution path conf 93%
Agent correctly assessed a physical layer issue (cable) and supported customer-led resolution without unnecessary escalation or dismissal; no warranty status contradiction evident.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (solid red LED) and asked about ISP, but root cause (faulty Ethernet cable) was identified by customer, not through agent-led diagnostic process.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools were needed; agent used case ticketing and basic remote troubleshooting appropriate for connectivity issue.
T3 Met No misinformation conf 97%
Agent correctly interpreted solid red LED as 'No internet connection' and validated customer's fix (replacing Ethernet cable), aligning with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent opened call but lost control during extended silences (e.g., 18-second gap); customer had to re-initiate conversation multiple times.
C2 Met Confirmed understanding conf 91%
Agent used plain language, confirmed customer details, and adapted to customer’s pace once troubleshooting began.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a case ticket, stayed on the call, and did not transfer; owned the interaction to resolution.
O2 Met Proactive follow-through conf 93%
Agent advised customer to monitor child nodes and call back if issues recurred — clear next step with ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent closed politely but did not acknowledge customer’s frustration or effort; empathy was transactional, not personalized.
X2 Partially Met Tone & rapport conf 79%
Agent matched pace intermittently but long silences and lack of engagement cues suggest lapses in maintaining connection.
X3 Partially Met Overall experience conf 83%
Customer had to repeat information (e.g., number of nodes, LED status) that could have been captured earlier; agent waited for customer to lead.
Call Transcript18 turns · 21 lines
Speaker 1
I'm calling because I'm having trouble with my router. Comcast or Xfinity is not connecting to the Internet because the internet is working. [silence]
00:00
Speaker 2
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. [silence] Thank you for calling Linksys. This is Elle, how can I help? [silence] Um, who's your internet service provider, ma'am? [silence] Mhm. Okay. What's wrong with your router? [silence] Have you already contacted your internet service provider?
00:00
Speaker 1
Yes. Yes, they can detect the modem and everything. There's no problem from their end. Can you do what? 4 3 K as in kangaroo, 1 0 M 2 8 B as in boy. 0 2 2 1 0. [silence]
01:00
Speaker 2
to check if the modem is okay, alright. isirou, okay, can I have the serial number of your Linksys router? Let me double check that one. the serial number of your Linksys router. Thank you so much. Let me just double check that one here. let me just pull that one up here, and for a while, okay? Thank you so much.
01:00
Speaker 1
[ silence ] [ silence ] [ silence ] Yes. Three. [ silence ] [ silence ] [ silence ] Red. Two were, the third one I unplugged and I have in my hand. But yes. Before that, yes, they were all red.
03:00
Speaker 2
All right, the Model number ma'am is MX 55 EC. Is that the model number for your router? Okay. How many do you have? three. Okay. And then what's the color LED light? So three of them are all solid red. Okay. So the main one that's
03:00
Speaker 1
Yes. Oh, Yes. P. First name Yolanda, Y-O-L-A-N-D-A. Last name Giles, G-I-L-E-S. Correct.
04:00
Speaker 2
okay. is that gmail and goat coincidence and first name and last name thanks so much. and this is the best call back number in case the call gets disconnected. the one that ends in Okay, let me just create the case ticket here for a while and then we'll proceed. I will be right there.
04:00
Speaker 1
I'm sorry. Yes, I do. I did. Yes. unplug.
07:00
Speaker 2
All right ma'am so as for this one yeah um where is did did you plug in the main node that's connected to your modem ma'am hello ma'am ah okay and then the node now is solid red okay ma'am what have you tried so far Did you do any like troubleshooting [silence] D and then [ silence 8 seconds] [silence 1 seconds ] [ silence 18 seconds ] [ silence 1 seconds ] [ silence 17 seconds ] [ silence 4 seconds ] [ silence 2 seconds ] [ silence 13 seconds ] [ silence 4 seconds ] [ silence 2 seconds ] [ silence 2 seconds ] [ silence 18 seconds ] [ silence 10 seconds ] [ silence 5 seconds ] [ silence 14 seconds ] [ silence 3 seconds ]
07:00
Speaker 1
Mm-hmm and at the same time she had me do it both ways. For 60 seconds. Um. That's the Aries and I'm looking now because the only thing I didn't do was change the ethernet cord and it's holding at blue for now. So I think it might be working while I was talking to you. Remember I told you I unplugged it.
09:00
Speaker 2
router or turn off the modem in a different time. Okay. And, Okay, and how long did you leave it off? 60 seconds, okay. What's your modem from your internet service provider? Can you, is there any way that you can get the model number so I can double check? What's the model number of your modem?
09:00
Speaker 1
I unplugged it to read the serial number, and I think I, I think that worked because when I plugged it back in my husband bought a new ethernet cord. And yes, and now it's holding at a solid blue and I think my internet's back on. Okay, I got to go back to my office because we don't have it in the office. Going there now. Okay. . . Let me see if that proceeds to
10:00
Speaker 2
okay can we can we double check let's connect let's connect to your Wi-Fi and then let's try to search anything okay
10:00
Speaker 1
Okay. So let me see. Yeah. This cares up. Just a loading back in there. Three. Yep. Now it's up and it's working. That's what's crazy. It is working. So maybe it was it was just pooling. And
11:00
Speaker 2
okay how T.
11:00
Speaker 1
Yeah, that's what I want to check because I have one in my office and then the other one we brought down from upstairs. So, there would be, yeah, they're blue. [ silence ] Okay, thanks so much. You too, bye bye.
12:00
Speaker 2
Possibly that it was the cord that caused the internet disconnection. Probably it got damaged somewhere. Uh how about the child nodes that you have? Are they back also to solid blue? Onh okay. okay. alright so you can observe them for quite a while. If you have noticed anything, just give us a call back right away so we can assist you with in case there's something happened on the end. Okay? Your you're welcome. Thank you as well for taking the time calling linksys. You have a good day. Now you take care. Thank you so much. Pepe.
12:00