V2 Rubric Detail — c3f70060-8223-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:09
Duration
6m 5s
Contact
310-980-9509
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137717
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: WHW03 - new modem, no internet

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall71.0% (+5.0)

V2 Grader Summary

The agent successfully resolved the connectivity issue by verifying the router's LED status and confirming internet access via YouTube. No technical contradictions with the KB were found, although the diagnostic process (T1) was minimal and lacked structured troubleshooting (R2).

V1 Case Analysis

Customer unable to connect computer to internet after new Spectrum modem installation. Collected WH-W03V2 model and serial, verified LEDs, tested YouTube – internet working.

Troubleshooting Steps
  • Collected router model (WH-W03V2) and serial number (20J20M35B17701)
  • Verified router and child node LED status (blue on parent, yellow on child)
  • Instructed customer to test internet access by loading YouTube
Key Observations
  • Issue resolved but agent omitted systematic WAN diagnostics (modem-router connection check, power cycle, cable verification)
  • LED color inquiry provided limited diagnostic value (blue normal on parent; yellow on child may indicate suboptimal backhaul but not investigated)
  • Agent collected necessary device information early in the call
Positive Highlights
  • Polite and patient tone throughout the call
  • Successfully obtained correct router model and serial number early in the call
  • Confirmed internet connectivity by having customer load a real website (YouTube), validating resolution
  • Did not escalate unnecessarily; call was closed appropriately after confirmation of working internet
Agent Errors / Gaps
  • Missing systematic WAN/Internet diagnostics (e.g., verify modem-router connection, power-cycle devices, check WAN settings)
  • Did not confirm physical connection between modem and router (e.g., Ethernet cable in correct port)
  • Did not guide customer through standard power-cycle sequence (modem first, then router) which is standard after modem replacement
  • Communication was vague; no clear step-by-step guidance was provided

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed resolution by verifying internet access: 'YouTube is working.'
R2 Not Met Diagnostic thoroughness conf 92%
Agent skipped basic troubleshooting steps (e.g., checking cable connections, power cycling modem/router, verifying WAN status) and relied solely on customer testing without diagnostic structure.
R3 Met Correct resolution path conf 95%
Agent correctly engaged with a customer using a supported mesh system (WHW03V2) and pursued a direct resolution path appropriate to a connectivity issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet) and collected model/serial/LED info but did not ask key diagnostic questions (e.g., IP address, DHCP, physical connections) to determine root cause.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote session, logs) were necessary; agent used available evidence (LEDs, customer test) appropriately for a basic connectivity check.
T3 Met No misinformation conf 98%
Instructions to check LEDs and test internet via YouTube are factually correct and consistent with Linksys guidance for initial connectivity verification.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained call flow but had disjointed transitions (e.g., 'Hang on 5 seconds... I may get it') and repeated requests for model/serial/LED colors without clear framing.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt terminology or confirm understanding beyond basic prompts; no comprehension checks were performed.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end without transfer and took responsibility for confirming resolution.
O2 Not Applicable Proactive follow-through conf 95%
Issue resolved during call; no follow-up or next steps required.
O3 Not Applicable Closure confirmation conf 95%
No prior case history; first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted given the successful resolution.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but offered minimal empathy or acknowledgment of customer frustration (e.g., no validation of difficulty connecting after modem change).
X2 Met Tone & rapport conf 92%
Agent maintained a calm, steady pace and kept the customer engaged throughout the interaction.
X3 Partially Met Overall experience conf 87%
Customer had to locate multiple physical details (model, serial, LEDs) which added effort; however, agent did not re-ask information once provided.
Call Transcript2 turns · 63 lines
Speaker 1
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.
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Speaker 2
Thank you for calling Linksys. My name is Nathan. Who am I speaking with? Yes, hi. My name is Sarah, and we got a new spectrum modem, but the router is Linxy. And the spectrum said we need to call you because my computer is not connected to internet, so they said we need to connect to the router. Is the modem given by spectrum, or do you want it— Yeah, spectrum. The modem is from spectrum, and the modem is working. Spectrum checked it, and they said we need to call you to connect my computer to the router. Give me your full name, Sarah. I don't have the record of your call. Okay, uh, the name of the account is on my husband's name. It's Rod Kay, R-O-D-K-A-Y. R-O-D-K-A-Y. And the email address? Permit address is 11280 Donald Dixon Drive. No, no, email address. Email— Email address. R-O-D at R-S-K sales dot com. Is that the email I need to give them? Yes. There we go. That's what I wanted. I'm going to do it for you. Tell me the color of the—tell me the model of the router. The model of the router? Is this the model of the router? Hang on 5 seconds. I'm going to try one thing. I may get it. He's trying to see if he can connect it to the router. Should be connected already. Is it the router model? Where is the router model? That's the router code. Password. Oh, router password. The model—where do I find the model? I can give it to you. It's on the— The model is underneath. You can give me the serial number if you don't find it. My phone is locked up. I can't find the pictures anymore. Okay, so let me go look at the router. You said it's underneath of the router, you said? Okay. Yes. It's on the wire. Oh, I see it. Right there. It's so small. I have to get a picture. It's so small. I'll just read this in the microscope. Let me see if I can read this. No, there's no anymore. There we go. Okay, I got it. I think. The model is WH-W03V2. Did you hear— Do you have the serial number? Yeah, the serial number. Serial number is 20J20M35B17701. All right. You have how many Linksys units? One, two, or three? Three. Three. Okay, that's—tell me the color of the line on the router. Color of the line? Look on the top. On the top. Blue. Blue. Working blue. Hmm. It's working, yeah. How about the two-channel node? What is the color of the line? What is your question? The two lines? The two. The first one is the mother node, the one connected to the modem. And the one that is not connected is the child node. What is the color of the line? I think it's— Yellow. Try your computer right now. Yellow. Try your computer. Try my computer. Google your YouTube. Let's try. I guess it got it. One moment. I hope so. Try anything. It's working. You got it? You got it. Let's see. Let's see the other one. Let's see. Try— What else do we have? Okay. Try anything. What's that? Lakers Dodgers, whatever you watch. Okay, let's google something else. I don't know what I watch. Okay. YouTube is the only one I— Or Facebook. Yeah, no. Facebook doesn't work. Add example. There's YouTube. Okay, YouTube is working. Wait, is that fast? Yeah, okay, it's working now. It's working. Okay, thank you so much. I need my device for downtime. Okay, if I have any questions, call me. Thank you so much for your help. Thank you. Bye-bye. You can call us anytime. All right, then. Okay, thank you. Bye-bye.
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