V2 Rubric Detail — c2233e4a-7b1e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:45
Duration
43m 54s
Contact
Edgar Caro
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136452
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 (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication0.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall57.0% (+1.0)

V2 Grader Summary

The agent conducted appropriate troubleshooting using the router UI and loopback test, correctly isolated the issue to the modem, and avoided unnecessary reset. However, the call suffered from poor control, language mismatch, lack of empathy, and incomplete next steps. The T3 inaccuracy (suggesting 'admin' password for MR20MS) was confirmed by Assessment 3 as a KB deviation, but did not rise to auto-zero level. Issue remained unresolved, warranting Partial Resolution.

V1 Case Analysis

Customer reports MR20MS shows red light and no internet after new installation. Agent incorrectly used default 'admin' password, failed to verify WAN IP or DHCP, and concluded modem port was faulty without proper validation. Advised customer to contact ISP for modem replacement.

Troubleshooting Steps
  • Attempted to connect to router Wi-Fi and access admin page via myrouter.local
  • Tried default admin password 'admin' (incorrect for MR series)
  • Checked router status, firmware version, and troubleshooting tab
  • Performed loopback test by connecting WAN cable to LAN port to verify physical link
Key Observations
  • Agent provided factually incorrect default admin password for MR20MS (should be unique password on label, not 'admin').
  • No verification of WAN IP address, DHCP status, or PPPoE settings was performed before blaming the modem.
  • Loopback test only confirms physical layer connectivity, not data link or network layer functionality.
  • Warranty status was never queried or documented despite having serial number.
  • Agent offered to create a ticket but did not provide a case number.
Positive Highlights
  • Agent asked for model and serial number early in the call ([00:16]).
  • Displayed empathy about the restaurant’s POS system and the inconvenience ([00:25]).
  • Guided the customer to the router’s Troubleshooting tab and identified the firmware version ([00:33]).
  • Performed a loopback test to verify physical Ethernet port functionality ([00:35]).
  • Offered to create a support ticket for the customer ([00:43]).
Agent Errors / Gaps
  • Provided wrong default admin password: MR20MS does not use 'admin' as default; per KB, it uses the unique password printed on the label ([universal_password_login.md](#)).
  • Failed to verify WAN IP or DHCP status before concluding the modem was at fault; should have checked Internet Settings tab for IP assignment ([universal_web_browser_setup.md](#)).
  • Did not confirm if modem was in bridge mode or if double NAT was present, which could explain red light and no internet ([universal_legacy_device_wifi.md](#)).
  • Failed to collect or confirm warranty status despite having the serial number.
  • Did not create or provide a ticket/reference number after stating they would.
  • Performed loopback test but misinterpreted results — physical link detection does not confirm modem port functionality at network layer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was with the modem and advised customer to contact ISP; no internet connectivity was restored during the call.
R2 Met Diagnostic thoroughness conf 90%
Agent performed loopback test via router UI, checked port status, verified cable detection, and ruled out router hardware failure — a logical diagnostic sequence.
R3 Met Correct resolution path conf 95%
Agent correctly determined router was functional and directed customer to ISP for modem replacement, aligning with product status and support boundaries.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified red light/no internet, tested physical connectivity, used router diagnostics to isolate fault to modem port, and concluded based on evidence — logical root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the router’s web interface (myrouter.local) to access troubleshooting tools, view firmware, and inspect port status — correct tool for the scenario.
T3 Partially Met No misinformation conf 100%
Agent incorrectly suggested default password 'admin' for MR20MS; per KB, MR series uses unique label password. Other technical guidance was accurate.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained long silences, unclear transitions, no clear agenda, and agent lost control of flow — e.g., repeated 'thank you' silences and disjointed troubleshooting.
C2 Not Met Confirmed understanding conf 90%
Customer began in Spanish, but agent continued only in English without checking language preference or comprehension, despite clear language cues.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, created a ticket, and did not transfer the customer elsewhere — demonstrated ownership from contact to close.
O2 Partially Met Proactive follow-through conf 85%
Agent advised calling ISP but provided no timeline or follow-up commitment; only gave ticket number for reference.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate, as router appeared functional and issue was within L1 scope (modem fault).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted — agent resolved within L1 scope.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy ('thank you for understanding') and did not acknowledge customer’s frustration or hours of effort in troubleshooting.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s language or pace; continued in English despite Spanish cues and did not check understanding at key moments.
X3 Not Met Overall experience conf 90%
Customer had to retrieve iPad, re-enter passwords, and navigate router UI without agent handling steps — creating unnecessary effort.
Call Transcript57 turns · 60 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you. [silence] Thank you. [silence] Thank you. [silence] Thank you. [silence] Thank you.
00:00
Speaker 1
no problema, no problema okay OK. Checate a ver si ya otro... está denunciando el interna. Ah, OK. [silence] Hello, yes, I'm calling because I got got a new modem.
04:00
Speaker 2
Thank you for calling. My name is Gerald Dugan.
15:00
Speaker 1
Sorry. A new router and I try to connect it on the internet. It says that it doesn't have any internet. Yeah. The model number is an MR20MS. The field number is 50u110m15bd0486. Right now, I have it unplugged. [silence]
16:00
Speaker 2
uh you got a new modem you said uh a new router okay all right let's figure out why it's not working can you give me the serial number and model number of that uh router okay and the serial number
16:00
Speaker 1
All right. One second, let me go back up there. All right. Logan. All righty, Logan. First name is Edgar, Edgar. Last name is Karol. K-A-R-O-L. My email is edgar Karol,
17:00
Speaker 2
Plug it into power. Okay. Let me create a ticket first. Can you tell me your first name and last name? And what is your email address?
17:00
Speaker 1
The lightning icon is blue, but it's now red. Nothing, it's just, nothing has been plugged in right now. yes, the internet, the internet, yes. One side, uh, I got it connected. no. it is connected.
18:00
Speaker 2
All right. Thank you. Who is your internet provider? Got it. Okay, that's turned on. Right? And what's the light right now? The light in front. It's red. Okay. They've checked it. Hey, I was about to ask for that. Um, so at the back of the Linksys router, there are ports, and one of the ports is labeled internet. Can you can you connect the cable to that port? The ethernet cable? And the other end of that cable connected to the modem.
18:00
Speaker 1
you connected to the Motor here. Now it's blue light. He's got solid blue. I haven't created one. So now it's been because I have no Wi-Fi. This is for a restaurant. And I have plugged in uh some of my POS system into the modem into the router and uh it's right now unplugged. But um but yeah now it's red light.
19:00
Speaker 2
Okay. [silence] blinking blue or solid blue? Okay. [silence] Can you connect to the Wi-Fi have you created a Wi-Fi for that router or [silence] haven't created our wi-fi yet. [silence] Hmm. [silence] Okay. Can you tell me what have you done so far and also is this any.
19:00
Speaker 1
Well, what I did was it was not working. I just bought it because we had a, yesterday the electricity went out. And when it came back in, my router wasn't working, the old one. So I bought a new one. Um, what they told me, I talked to somebody already from Linksys and they told me to unplug everything from that router and plug connected exactly the way it was in this new router. But, uh, I haven't been able to get it to work. All the lights in the modem are on. Like there, it's Internet. It shows that it's Internet or the lights are green. But, uh, when I connected, uh, the lady that I talked to told me that I had a USB, uh, failure. So I went and got a new, a USB cable.
20:00
Speaker 2
Is this initial setup, or was working before? [silence]
20:00
Speaker 1
I know it still not working and now it's a blinking red light Marlou I don't have my phone on my phone right now I didn't bring my laptop today I didn't know I had to do all these today Okay
21:00
Speaker 2
if I can remember a lot that means it did not detect a cable but but yeah what's the wifi name of this right now let's check the physical connection inside the settings I think it's not reading the cable do you have a laptop that we can use I see what about iPad you have iPad I mean we can um we can try your phone but there's there's only limited things we can do with that
21:00
Speaker 1
Uh, I have an iPad upstairs. Do I need to be near the modem, or can I just go, like, the iPad is the second floor, and it's connected to music. Is there any way I can do stuff upstairs and come back, or? Okay. The moderator: Okay. All right. The speaker: All right. The moderator: All right. The speaker: Can I It's an iPhone. The moderator: Was that? The speaker: It's an iPhone.
22:00
Speaker 2
Is it... Oh, okay. I guess we can try your phone. You might need to go back in port if you go upstairs. If you stay upstairs, I mean. Let's try your phone for now. Let's see if we can try to do the troubleshooting using your phone. Is that iPhone or Android? iPhone. Go ahead, you're going to ask me a question? What is it? No, I'm just asking if you're going to ask me a question. That's fine. So... Okay. Thank you.
22:00
Speaker 1
Yeah. Okay. Okay. It's asking me for the password. Yeah, will she connect automatic? No, I don't have any internet. It shows that I'm not able to connect. [ silence ] It's showing the networks, but when I try to connect, it's not it's not showing. [ silence ] I mean, it usually connects automatically.
23:00
Speaker 2
Go to your phone settings and go to Wi- Wi-Fi settings. find the Wi- Fi name of your Linksys router. It doesn't matter if you have an internet connection with that or not. Connect to that. Okay, enter the password. it's s so it's connected now? So it's r right, but it's connected, no internet. Okay. Yeah. So yeah. Okay, your internet's back up. It is now. And why? Why? Your internet's back up, why? Okay, yeah. Alright, awesome.
23:00
Speaker 1
What happened? I have reason to I haven't created any Wi-Fi for the Lincoln, no. It's not here. I see T&T Wi-Fi 9679, Barbrug Proz, no secure, Bar Bistro Tost. I'm [silence] Barstore, Raw Pro, cup.
24:00
Speaker 2
I mean, you can actually connect without the Internet. It will still broadcast Wi-Fi. Can you connect to the Wi-Fi of that without Internet? That's fine for now. your Linksys Wi-Fi? Wait. So the Wi-Fi that you created is not showing? the Baro Wi-Fi? So if that's the case, the Wi-Fi name should be showing us Linksys Setup 20414596729F. Is that showing there?
24:00
Speaker 1
All right. Well, I don't have any internet in the whole restaurant. I have no internet. I have Yeah, let's reset it. It's gonna I have a question. Is this going to affect my toast, my POS system? Mhm. [silence]
25:00
Speaker 2
I guess we're going to need to reset the router, since you can't see the Wi-Fi, but once we do that, all the settings and the, yeah, the Wi-Fi name, the password, they will be erased, and it will be back to default settings. Devices that are connected will lose the connection. You okay to do that, right? Uh-huh. As long as you're okay with that, uh, let's reset it as long as you're agree. Okay. Press and hold the reset button. Hold it down for your POE system.
25:00
Speaker 1
POS point of sale because remember this is a restaurant and the internet is connected to uh toast you know the POS system okay yeah I don't want to he says do not touch anything let me go let me go off set for the Okay, I'm here. No internet. [silence] The Wi-Fi is not connected. I can do a a hot spot for my phone. Okay. Uh, yeah.
26:00
Speaker 2
Right. Which Wi-Fi is that connected to? They can still connect the Wi-Fi without interferes. Can you... Oh, I don't do that. It won't make sense. So, how about Connect to barrios Wi-Fi? Is that your Wi-Fi?
27:00
Speaker 1
Okay. He's asking for the password and I don't want the music. It's not allowed me to log in via Wi-Fi so I guess they don't have no internet. Uh connected no internet how do I do that?
28:00
Speaker 2
Can you try to connect to that? Okay. Enter the password. So yeah, but connected no internet, right? All you need to do is just
28:00
Speaker 1
Searching for the password. I don't have the password right now. Let me get the password. All right, let me check right here.
29:00
Speaker 2
To connect to the Wi-Fi, the Linksys router will broadcast the Wi-Fi even without internet. It will still broadcast the Wi-Fi signal.
29:00
Speaker 1
Can you try again? Okay. It's connected. Connected via intersport. It says no internet connection, but it's connected.
30:00
Speaker 2
... connected linked no internet or there is customer connection okay um the the the link is stress Wi-Fi okay.
30:00
Speaker 1
OK. [silence] what what do you want me to type? [silence] my router.local. [silence] OK. [silence] alright I'm in. [silence] it says keep your Wi-Fi handy. [silence] It shows a telephone. The Linksys app provides the ability to manage your Wi-Fi at your fingertips at all times. [silence] continue to Linksys smart WIfI. [silence] you want me to click that?
31:00
Speaker 2
Open a browser. Do not access any website. I'm going to give you a web page address. Just open the Safari browser. Okay, go to go to my router.local. Correct. Yes. All one word. What do you see now? [silence] Okay. Yes. [silence]
31:00
Speaker 1
Okay. Access router. Looking at router password. Okay. Okay. Invalid password, please try again. [silence] Okay. Okay. All right. It says save password. Not now. Okay, waiting.
32:00
Speaker 2
Yeah. Um. [silence] Try Admin. The word Admin in lower case. A D M I N. That's lower case. [silence] Not now. [silence]
32:00
Speaker 1
network status said no internet connection. Padley. online devices, Global 1, gas zero. just said no internet connection. troubleshooting. Okay. I'm here. Okay. All right. The firmware version is 1.1.5.
33:00
Speaker 2
Right. So at the left hand side under router settings, there is there are option go to troubleshooting option. Click that and tell me when you're there. [silence] Troubleshooting. Yes, correct. Okay, there are three tabs under troubleshooting. Remember in the first tab that status below that there's option devices and report. Click report and tell me the firmware version.
33:00
Speaker 1
1. two one zero one six six. Yes. No X mark. Inside the box. No X mark. It's a brand new. Yeah. The is the one that I had. This is where I ended up with the last lady I talked to. Uh, she told me that the is not working, uh, so I plugged in the a cable that came with the router. So that's the one that I'm using the, the, the, the, the, the, the, the one that came with the router. Is that an ethernet cable?
34:00
Speaker 2
Okay, scroll down all the way to the very bottom where you see ports and there's a lot of boxes there. Empty nox marks right inside the box. Oh, uh I guess the cable is really not uh working. Do you have a spare ethernet cable? It's a brand new cable. Hmm. Yeah, the ethernet cable how about [silence]
34:00
Speaker 1
[silence] Yes, on the Ethernet. [silence] Okay. So just disconnect it from the modem and connect both ends of the Ethernet cable into internet. Keep one into internet and the other one into one of the ethernet.
35:00
Speaker 2
How about we do this? Let's let's try to... Actually, let's OK. So the... The internet port, there's a cable connected to that, right? The ethernet cable is connected to that and the other end of the cable is connected to the modem, right? Disconnect the cable connected to them and connect that same cable to the... any of the ethernet port of your linksys router. So basically internet port cable connected to linksys router, ethernet port, same cable connected to ethernet port of the router. Yes,
35:00
Speaker 1
Okay. Hey. All right. Right. I could not get that. Uh, on the eye, on the eye pad. right, let me go back. All right, let me go back upstairs. I got the eye pad upstairs and I cannot move. Okay. Let me get, let me get it back. Okay. Um, you want me to put that he'd refresh? +
36:00
Speaker 2
yes correct Caitlin. Let's do that okay now Rick, you see under troubleshooting status tab there's an option or bottom refresh right? Can you click refresh iPad yes inside the settings there's a bottom refresh okay thank you there you see [silence] yeah,
36:00
Speaker 1
Okay. Give me one second. All right. I'm up here again. Refresh. All right, waiting. All right, now it's showing two exits. One going to internet. It says porch, the first set of boxes, it says internet. And the X is
37:00
Speaker 2
From start to internet and- sorry sorry sorry
37:00
Speaker 1
on one GBP's the yeah number one is another x on one GBP S so the problem so the problem here is is is saying the problem is now the the modernother router [silence] so the problem so the problem here is the is is saying the problem is now the the modernother router
38:00
Speaker 2
Okay, and the other the other port, the port one, right? The number one? [inaudible] Okay, so your the the internet port of your links router is working fine. The the internet port that you just got, the brand new one is also working. [inaudible] I think the problem here is the the modem port. It's not not probably fault or something not I can't tell, but but that proves that your links router is um ports are doing fine. It it's able to detect the cable. Hmm? Sorry. Yeah, the port probably of the modem is fault, but I cannot uh say. [silence]
38:00
Speaker 1
Mhm. Okay. Okay. Okay, good. So, now I have to buy a modem? Okay. Um, all right. Well, that's, uh, but it shows, it has, it's on, the modem is on, and it's showing all the lights are on.
39:00
Speaker 2
but, but yeah, might be faulty. The router, we did the loop back internet, able to detect. It's X-mark under one gbps. Same goes to the port one X-mark under one gbps. And it's reading the cable just fine. So no problem with the router. Good thing we did not reset it. Okay, I, I think I don't think you need to buy a modem. You just need to contact your internet provider and ask them to replace the modem. I think that's how it works. I'm not too sure. Yeah, I do think the modem is online. It's just that the port probably is defective or faulty now.
39:00
Speaker 1
Okay, because I did call, I did call, I did talk to my internet provider today and they, they sent, they gave us a a test on it and they said that they were, that the motor was working, that the router was not working, so we went ahead and bought the router, and now you're telling me that it's the problem, is the default because I the first person that I talked to was them and they told me that the modem was working, not physically. They, my partner called them, and they said that the router might be faulty so we went and bought a router.
40:00
Speaker 2
The ports, yeah, so. Oh. So they test them the modem physically.
40:00
Speaker 1
And now you're telling me that the router, the modem is not working. okay. And do you think what would cause that? Time or what do you think that that will be? cost? What do you think the cost of editing? What do you think the cost? What do you think it's falling?
41:00
Speaker 2
Um, okay. No, I think I will agree with that. Um, so, router is probably working, if they see it in their e board casting, eh broadcast internet. It, it can transmit a data, however, since the port is probably faulty or might be faulty. Then it cannot transmit the data to go to your link router. That I think what happened, but I do agree that I think it's working is just that the cable or the port. ethernet port is not a functional anymore. Oh, sorry. Sorry. One more time, what was the question?
41:00
Speaker 1
It was working a few days back. [silence] Okay. [silence] All right.
42:00
Speaker 2
no. I, I, I think it's policy because we, we, we check the cable to your links is further that tells us. Now, I'm not extra remote, I'm just testing your router. So, based on the router result, there's no problem with the ports of your links is further. Both end can detect internet and port one able to detect the one goups mark. So, that's tell you that it's functional. It, able to able to read the cable. So, remember before, there's no ex mark and that was connect to the modem and it did not read the ex mark. So, that tells us that something wrong with the modem. Again, I'm not exploit with that. You can ask them what to do with that. So, I'm just telling you what happen to your links but the end. It's functional. Your links is brother.
42:00
Speaker 1
I will have to call my my internet provider. OK. OK. I will give my call. I will give my call and let them know what you told me and see if it does the issue. Uh what is that for? Uh, uh, no, no, it's fine. Yeah, yeah, I'll get the phone number. It's fine. I mean, I've been on the phone for hours trying to fix this up. Uh, I'm gonna give them a call now and see if they can come tomorrow. But, OK. OK. Thank you.
43:00
Speaker 2
Yeah, call them if they want to do a test, have them pinned test physically, not not remotely, but physically so that they can do something. Do you want a ticket number? I mean, just in case you want to cost back something. Just a reference number or your phone number. Also, okay. All right, thanks for understanding. Have a good questions. Bye, bye.
43:00