V2 Rubric Detail — c0bfbf7c-69c3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:41
Duration
32m 17s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133670
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the Network

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall20.6% (-35.4)

V2 Grader Summary

The agent performed basic mesh node troubleshooting aligned with KB guidance but failed to use diagnostic tools, verify WAN status, or escalate. Despite technically accurate advice, lack of ownership, poor communication, and no resolution path resulted in an ownership gap. No auto-zero triggers were present.

V1 Case Analysis

Customer unable to get internet on MX5300 child node (blinking red) in salon. Agent advised moving node closer (LED turned solid blue), checking/replacing Ethernet cable, and resetting. WAN status not verified; issue remained unresolved as customer needed new cabling.

Troubleshooting Steps
  • Collected model (MX5300) and serial number
  • Instructed customer to move child node closer to main node (3–6 ft) and verify LED turns solid blue
  • Checked Ethernet cable connection and advised trying a different cable
  • Suggested power-cycling the child node
Key Observations
  • Agent never verified WAN/internet status on main router or performed full modem-router power cycle
  • Repeated instructions without confirming outcomes led to inefficient handling
  • Lack of clear closure path; call ended with customer needing to purchase new cabling
  • Agent provided nonsensical statement: 'You can also install C as a command' (12:00)
Positive Highlights
  • Collected accurate model (MX5300) and serial number after initial confusion
  • Correctly interpreted blinking red LED as disconnected state and solid blue as connected
  • Suggested moving node closer and checking/replacing Ethernet cable, aligning with mesh node troubleshooting guidance
Agent Errors / Gaps
  • Did not confirm WAN status on main node before focusing on child node
  • Failed to perform basic troubleshooting (full modem-router power cycle)
  • Provided incorrect technical statement: 'You can also install C as a command'
  • Did not set clear closure path or escalation; call ended with issue unresolved
  • Did not reference KB guidance for verifying WAN status (universal_isp_modem_diagnostics.md)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with unresolved issue: 'So, you're blinking red. Okay, so I need to try to figure out a new cable.' No confirmation of resolution or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to move node closer, power-cycle, and test cable — relevant steps — but skipped checking WAN status, firmware, or ISP connectivity.
R3 Partially Met Correct resolution path conf 85%
Agent pursued correct troubleshooting path (node connectivity, cable fault) but did not escalate or consider hardware defect despite persistent failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red light and loss of internet, asked about distance and cable, but did not ask about WAN status or recent changes.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools used — agent did not direct customer to check router interface (192.168.1.1), run speed test, or verify firmware.
T3 Met No misinformation conf 95%
All technical advice (move node closer, reset, test cable) aligns with KB guidance for mesh node connectivity issues.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks structure: long silences, no agenda, abrupt transitions (e.g., 'All right... [silence]'). Agent loses control.
C2 Not Met Confirmed understanding conf 90%
Agent uses repetitive, scripted language without adapting to customer’s confusion or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — no commitment to follow up, no case ownership, no transfer to higher tier.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline — only vague suggestions like 'try another cable' without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved after multiple steps; agent did not escalate despite clear signs of hardware or configuration fault.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution criteria (correct team, details, notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration ('I'm stuck here') or expressed empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained monotonous, scripted tone despite customer’s emotional state and repeated confusion.
X3 Not Met Overall experience conf 90%
Customer repeated information multiple times; agent did not streamline steps or reduce effort (e.g., repeated 'move node closer').
Call Transcript45 turns · 49 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options: For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again,
00:00
Speaker 1
I'm, I'm having troubles with my Linksys, um, connecting and like, I'm not having any, uh, W-Fi service.
01:00
Speaker 2
press 8. Please have your device's serial number and contact information ready. If unavailable, kindly call back later, for out of warranty product paid support option may be available depending on the issue. [ silence ] Hello, thanks for calling Windows Technical Support. This is Charm. How can I assist you today? Oh, I see. I apologize to hear that one. And how long have you been experiencing the issue, ma'am? [ silence ] Fire or. Yes, sir. All rights. [ silence ]
01:00
Speaker 1
So I do have two, so like I have my internet in the house and then I have, there's like a link that's in the house and then we have a wire coming from the house to my um salon that's like right next door. Um, so I don't know if you need that, the one that's in the house or the one that's out here. So I don't know if I think the different stuff on it. Okay, sorry, I got to go in the house and get that one. Okay, let me, let me go inside and then. Give me a minute while I walk over.
02:00
Speaker 2
um can you provide the model number and the serial number of your linksys router please um the main one ma'am the one that is connected to your modem, yes please um
02:00
Speaker 1
I'm on the phone so I'm trying to fix this okay let me get up here if you need is what's on the bottom okay serial number is 3-2 N as in Nancy 1-0 M as in Mary 3-7-A-0-1-2-4-2 is that the it says mac address is that the model number [silence]
03:00
Speaker 2
Yes, sir. Uh, yes, ma'am. The serial number and the model number. got it. All right. How about the model number ma'am? Can you see the model number there? Well, I know mom, it should. No. [silence]
03:00
Speaker 1
Oh, there it is, okay. Number. Mom number, Amazon Mary X as an x-ray, five, three, zero zero. The main one's blue. Yep. No.
04:00
Speaker 2
uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh no it's under the Linksys name where is the model number? got it and what's the light status of this router or the main router ma'am? solidly all right uh And uh just to confirm ma'am did you upgrade lately your subscript speed or do you have a new modem lately? All right um um um um um this main node that you have ma'am and the other node that is located uh [silence]
04:00
Speaker 1
Let me go back out to the other one. This year, took pictures of these. I know they're purchased at the same time. My ex husband set it all up. So, it used to work just fine back then. I spent a few years. Let's see. Okay. This model number is, yeah, the MX5300. Nope, it's blinking red.
05:00
Speaker 2
Yep. All right. Um, do they have the same model number? [silence] All right. And what's the light status of this one? Is it the same solid blue? [silence]
05:00
Speaker 1
mm-hmm. How could I tell which one's working are not working? So, we like, we have spectrum, and then that after links this, it's just connected to through that modem. I don't, but I I really don't understand that stuff. [silence] Right now I have no internet connection.
06:00
Speaker 2
Oh, it's blinking. Red. OK. Just to confirm them, the main node, um, is it working properly? Only this child node isn't working or they both not working? Um, if If you're getting a good signal, um, on this area where it is located, the outer node with a blinking light indicator, do you have a weaker signal or do you have any no internet connection in this area. only in this area. How about inside your [silence]
06:00
Speaker 1
I guess, well, so we don't use the internet for this in the house. Like I have two, like this one's like carpenter's or something and then I guess it's supposed to be somewhat separate. So, how-- I don't know. Do I take my tablet inside to see if it works in the house by the main node? [silence] Yeah.
07:00
Speaker 2
MM-hmm. The Wi-Fi name and password they share are the same. However, if you have a signal inside your house, it means that the main node is working. And if you did not get signal on the other area, so because you mentioned that the light status of the other node is blinking red. It means it's disconnected to the network.
07:00
Speaker 1
I'm just trying to come closer to my house with my tablet to see if there's internet over here. I've done that a hundred times that does not work. I mean, bringing my tablet over here, like it appears that I have network like by the main node. No. No internet connection. No, there's no internet. I thought it would pop up. But no it doesn't. Hmm. There has to be some kind of network problem in this apartment. Hmm. Okay, I really didn't expect internet to be a big problem here. I mean, we all do Wi-Fi and et cetera and all of that modern stuff. I never thought about it, but I'm kind of stuck here at the moment. Hmm. I don't know.
08:00
Speaker 2
All right. Try to turn off your Wi-Fi, then turn it back on. [silence]. Still no internet connection on the main node.
08:00
Speaker 1
it's so hard to tell cause like I go into these things and I'm mean just see if I go into the internet over here. like yeah, I so I think so I took my tablet over to by the main node and I appears I have internet connection over here near the main node. I just it's only the other node. Yeah. uh I don't know the total distance. We have a a cord that is plugged in from one node to the next.
09:00
Speaker 2
It's so only on the salon, yeah only in the salon is not working. And just to confirm, ma'am, how what's the distance of this main node to the other child, or to the other node? What's the distance?
09:00
Speaker 1
like, we buried a ethernet cord, is that what it is? We buried an ethernet cord from that node to through the ground to the other node into the salon. I have reseted everything. I have turned off the internet, turn on the internet, I've checked for updates. Like I've checked, I've turned off like Spectrum has restarted from their end and it like on my end, everything is fine at the house, I just, I'm not getting anything out to the salon sometimes. Uhm. I wanted to have a cord to These lines are edema.
10:00
Speaker 2
And what troubleshooting have you done so far with the node, ma'am? Mm-hmm. Okay, um, here's what I'm saying. Can you unplug the node? Um, on the salon, and then move it closer to the main node? Like about three to six feet away? Can you plug it in closer to the main node? [silence]
10:00
Speaker 1
You do that? Like the cable connected. Okay. So you want me to take the whole node into the house without the cable? Okay. Okay, let me go back and grab that. I think I could try to figure out this node thing. Okay. So unplug Ethernet cord. All right, unplug that.
11:00
Speaker 2
you can connect wirelessly even though there's no cable. yeah. Yes, only the adapter and the node. There is yep. uh.
11:00
Speaker 1
Okay, let's see. Where'd I go? That one was wrong. Okay, so I plugged it in. In the house. It's currently blue for now. Okay.
12:00
Speaker 2
You can also install C as a command.
12:00
Speaker 1
It's to six feet? Uh, yeah. on demand demon role
13:00
Speaker 2
six feet away from the main note, correct? Yes. All right. [silence]
13:00
Speaker 1
blinking red currently I don't know if that matters yet or not. Oh. Yep.
14:00
Speaker 2
All right, so the light status is still blinking red. Got it all right.
14:00
Speaker 1
Oh, it's now it's blue. I don't know if that matters. It's blue now. I don't know. It's solid blue now. Oh, I'm thinking. Well. [silence]
15:00
Speaker 2
All right. So here's the thing, ma'am. Since the LED status of this child node is still blinking red, even though you move it closer to the main node, the last option that you will do is you need to reset this child node. And also, upon checking here with regards to the serial number of this, is it solid blue? Okay, let's wait for a minute, ma'am, just to confirm it will stay solid blue. And if it will stay solid blue, ma'am, then you can... re-locate it back to the salon and then connect it back to the cable. But you can connect it wirelessly if there are no walls in between.
15:00
Speaker 1
doesn't need the wire because there's walls. I, yeah. Like, my salon is outside my house. Gosh, because of the the node, the main node is in the middle of my house and then we took the wire through the basement outside. It's, I'm going to say 100 feet to be safe because I, I really don't know distance.
16:00
Speaker 2
Do you know what's the distance maybe about 30 to 60 feet? Okay. So the light status is it still solid blue? So yes ma'am, you may unplug this one and then put it back to the salon. [silence] Thank you. [silence]
16:00
Speaker 1
Okay hello. Plug that in. Unplug the cable back in.
17:00
Speaker 2
And connect the wire or the cable. and let's watch what's the light status after. And then the cable, is it plugged into the internet port of this node? Is it plugged in on the internet port?
17:00
Speaker 1
Yep. It's, um, blinking, oh, it's blinking blue and red right now. I think.
20:00
Speaker 2
And you plug in already the cable and the adapter, correct? You're happy brand new. Let's wait, ma'am, let's wait for about three to five minutes. I'll set the timer here.
20:00
Speaker 1
Just a solid run. Yeah. Yeah, it's all plugged in right. [silence]
23:00
Speaker 2
All right. Can you tell me what the light status now of this shop node? Please check if the cable is properly plugged in. Let us wait for a minute ma'am. All right, so the light status now, is it still solid red? [silence] can you unplug the router man from the power source and wait for 20 seconds before you plug it back in? [Silence] can I plug it back in? [Silence] all right. [Silence] let's wait for two to three minutes. all right, ma'am, can you tell me what's the light status is it still solid red
23:00
Speaker 1
So, you're blinking red. Okay, so I need to try to figure out a new cable. [silence]
30:00
Speaker 2
Okay let's wait for a minute. Because there might be something wrong with the cable ma'am. Okay. Um yes i'm trying to use another cable when you move this child node closer to the main node the light status change to solid blue correct? and we wait for a minute or two just to confirm it will stay on that solid blue color and it stays solid blue it means that it's connected. However, when you relocate it on the soil, the light status change to solid red and
30:00
Speaker 1
Oh, I'm gonna have to buy a new cable and I'm gonna have to dig holes, so that's gonna be a few. So, I'll just send this. Okay.
31:00
Speaker 2
And then, uh, as we try to power cycle this child node, however, the light status now is still blinking red and you connect it to the cable. [silence] All right, so try to use another cable if you have an extra and try to observe the connection. [silence] Now let's check for the connection. [silence] Yes, ma'am. And also, You can try to move it closer again to the main node and then after the light is solid blue, then move it again to the Salon and don't and do not connect it to the cable so that you will check if the light status will change to solid blue or, uh, blinking red after five minutes. [silence] So that you will know if the cable is, um, is the faulty one or the placement is the problem.
31:00
Speaker 1
Okay, I will look into that. Thank you.
32:00
Speaker 2
or it means that the router is not faulty one because the light status is still solid when you move it closer to the main node. So maybe the cable is the faulty one.
32:00