V2 Rubric Detail — cbfcb6c2-6015-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 13:03
Duration
22m 2s
Contact
Dalia Hamadeh
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132220
Support Country
United Kingdom
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). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall43.7% (-0.3)

V2 Grader Summary

The agent followed basic physical troubleshooting steps correctly but failed to progress to ISP verification or tool-based diagnostics. Despite owning the case, the agent did not reduce customer effort, set clear expectations, or escalate when the issue clearly extended beyond customer premises. The interaction resulted in no resolution, with the customer expressing frustration and requesting a different agent.

V1 Case Analysis

WHW03V2 customer reports no internet, solid red LED. Power-cycled modem/router. Advised incorrect Ethernet port swap. No resolution confirmed. Follow-up needed.

Troubleshooting Steps
  • Collected model (WHW03V2) and serial number (30520M3939V03198).
  • Guided power-cycle of modem and router.
  • Incorrectly advised moving Ethernet cable to alternate LAN port.
Key Observations
  • Customer confusion about device roles and cable connections was not effectively clarified.
  • Agent did not verify modem boot state or ISP service status before proceeding.
  • No case management or warranty verification occurred.
  • Customer explicitly requested another agent due to frustration and confusion.
Positive Highlights
  • Collected correct model (WHW03V2) and serial number from customer [03:00–04:00].
  • Initiated correct power-cycle procedure for modem and router [05:00–07:00].
  • Attempted to isolate physical connection issues by asking about Ethernet cabling [04:00].
Agent Errors / Gaps
  • Did not confirm ISP service status or modem lights before troubleshooting [04:00–05:00].
  • Suggested unnecessary and unsupported Ethernet port swapping on WHW03V2 [14:00–17:00].
  • Failed to provide a clear next step or escalation path [21:00].
  • Lacked empathy and failed to de-escalate customer frustration [21:00].
  • Did not verify internet connectivity after troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity or confirmed service restoration despite multiple steps; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed power cycle and attempted Ethernet port swap, but did not verify ISP outage status or test direct modem connection, which are critical for diagnosing upstream issues.
R3 Partially Met Correct resolution path conf 91%
Agent continued troubleshooting physical layer steps appropriately for a first contact, but failed to recognize when to escalate after ISP-side symptoms emerged (e.g., modem solid red).
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified red LED on modem and router as symptoms and asked for model/serial, but skipped key diagnostic questions about area-wide outages or direct modem test.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as remote session, router admin interface, or direct speed test; relied solely on verbal description of LED states.
T3 Met No misinformation conf 97%
Instructions to power-cycle devices and reseat Ethernet cables are technically accurate and align with standard Linksys procedures.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided sequential instructions but repeated steps unnecessarily and failed to set clear expectations or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but did not adapt to customer confusion; customer repeatedly asked to speak to someone else due to lack of clarity.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and attempted multiple troubleshooting steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned waiting 3–5 minutes for boot-up but did not establish a clear next step, timeline, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
After failed resolution attempts and persistent modem red light (indicating possible ISP issue), agent should have escalated or advised contacting ISP; no valid decision not to escalate was documented.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized once ('I really apologize for the inconvenience') but did not acknowledge customer frustration or repeated effort empathetically.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a neutral tone but failed to adjust pace or simplify further when customer expressed confusion and requested a different agent.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and model info; was asked to move cables multiple times without clear outcome, increasing effort unnecessarily.
Call Transcript40 turns · 42 lines
Speaker 1
Hello. Hi. I just want to check if there is a internet defense in my region. I have no internet at home. So I want to check if they are working or some work. I can't access the internet. [silence] I think second time. I don't remember if I called before. [silence] Dali Hamada. [silence] No, D-A, sorry, Dali. [silence]
00:00
Speaker 2
Okay. [silence]
00:00
Speaker 1
E.H. H. okay yeah yeah Uh one downstairs, one upstairs One [silence] and upstairs. One [silence] and upstairs. Upstairs serial number serial Find the [silence] serial number, please.
01:00
Speaker 2
H Lid for delta, A for A for Lima, I for India, A for Alpha, H for Henry, A for Alpha, M for M for Michael, A for Alpha, D for delta, A for Alpha, D for Delta, a four alpha and. Hotmail.com. And how many Linksys devices do you have? Do can you please provide the serial number of the main router? On the bottom or underneath of the main router.
02:00
Speaker 1
Okay, 305 20 Capital M, 39 39 v for banana, 03198, [silence] Okay, what it said MAC address more than number, sorry, um yes, WHs
03:00
Speaker 2
Mm-hmm. Mm-hmm. Proceed. Please. Again. Again. What is the model number of this router? No, no. Model number. Is it WHW03? Yeah. Can you please try to check the information?
03:00
Speaker 1
W-03V2. Fiber optic, I think. Fiber optic. Community fiber. Sorry. Yeah. What? Sorry. it's right. that. On the router, it's right. Yeah. Yeah. Everything. Yeah, everything is locked in. Yeah.
04:00
Speaker 2
go ahead. And who is your Internet service provider? [silence] What is the light indicator for Community Fiber? And where did you purchase your Linksys Router? [silence] Where did you purchase it? Is it provided or bundled by Community Fiber? And what is the current light indicator for your Linksys devices? The light, the lightcolor on top. Okay, first let's check the physical connection. And let's check if the ethernet cable is properly plugged in from the modem to the internet port of the Linksys Router.
04:00
Speaker 1
I did Emperor, you want me to power them now? So which one the modern? I take them. I take all of them out. The the white one. Just one second. Take them out and put them again. There's a
05:00
Speaker 2
How about this one? Dahlia. Can you please unplug or let's just proceed to power cycle both modem and the agent node from length. Yeah. Unplug include the modem. So unplug the power of the modem and then the router. Yes. The modem from the modem from Community Fiber and then the main router from Linksys. Now let's wait for 30 seconds to 1 minute, up to 1 minute to plug the power back. So I will let you know which device needs to be plugged in first.
05:00
Speaker 1
Uh, number, okay, unblock them, yeah, yeah, they are stand off all of them, with them again.
06:00
Speaker 2
So all you need to do is unplug both devices and then wait, okay?
06:00
Speaker 1
okay one second okay have that done yeah oh yeah it's a green yeah I did it but I did this step before speaking with you anyway yeah
07:00
Speaker 2
Okay, let's proceed to plug the power box of the modem back on. [silence] And let's wait for both devices to fully boot up and it will take three to five minutes.
07:00
Speaker 1
[silence] the black one now is a three yellow light. but the white sorry [silence] but the white one still no no color
08:00
Speaker 2
Okay, so keep on observing it. Okay, what is the light indicator of the main router? [silence]
08:00
Speaker 1
Two yellow and one blinking yellow. Sorry? Uh, nothing on the modem, nothing yet. You mean the white one or the black one? Okay, yeah, I unplugged it and put it back again, yeah. Yeah, it's red now. It's a blinking red. The black one, no, three yellow. Two yellow, one blinking yellow. But the white one, the fiber one, community fiber one is still red. [silence]
09:00
Speaker 2
again the bottom also booting up the modem is also booting up did you plug the modem now the device provided by your community fiber okay so it is also booting up the modem is also blinking red
09:00
Speaker 1
Yeah. Yeah. Yeah. Mm-hmm. Yes. It's uh, red. No, fully fully uh fully red. It's not blinking, no. It's just red.
10:00
Speaker 2
Okay, earlier I asked you to unplug the modem from your community fiber end the parents note or the main router from link set. So you unplugged both devices, right. And then after 30 seconds, we plugged the main router from linkset first. And then when their light to start blinking, we proceed to plug the power back off the modem. And then we weighed weighed three weighed weighed five minutes for both devices to fully boot up. And now what is the current light indicator of the main router? blinking or solid red? Do you have the device that has an ethernet port, such as a computer or a laptop which we can use to wire directly to the modem, Can we look for a laptop [silence] or a computer that has an ethernet port and the same port with your [silence] router, so that you can wire that directly to the modem? [silence] But your iPad doesn't have an ethernet port. [silence] If you done have to network adapter [silence] ethernet port, same port with your link product. [silence] You can wire the iPad directly to the modem. [silence] Yeah.
10:00
Speaker 1
they are working they are trying to fix it out I didn't receive it that's what I call it is there something in the area where I live yes how many what I have one router downstairs and another router upstairs just one second please one second
12:00
Speaker 2
okay so the main router still solid red and how many ports do you have with your router ports no no two ports can you please try to look on the bottom of the router if you have two ports [silence]
12:00
Speaker 1
Hello? hi. Can I what sorry? Yeah. Uh, there's, is it the black one, the white one? Has a thing? I don't know. Yeah. There's three cables going in.
13:00
Speaker 2
Is it? Can you please try to look on the bottom of the router? Look, go, can we proceed to look on the bottom of the main router, how many ports do you have, sir? Two, right?
13:00
Speaker 1
Okay. glove ports. Yup, that's two. Okay, since you are doing it, please close it.
14:00
Speaker 2
port the RJ45 the whole the ports are how many ports do you have with your linksys router two right two ports the port where you can plug your ethernet cable wired cable slowly proceed to switch the ethernet cable sir or transfer the wired cable to the other port
14:00
Speaker 1
Do I switch the wires? There's two plugs and there's two wires in them. Do I switch them around? [ silence] They [inaudible] If they're working [inaudible] If they're working in the area about the Wi-Fi or is it just us? [ silence] Yeah, there is a black. What support? What what? Yeah, there's one there's one white one.
15:00
Speaker 2
transfer unplug the ethernet cable from the main router then transfer it to the other port since you have two ports in total okay can you please try to check underneath of the main router how many ports do you have two white one the white one the len sleeve's router
15:00
Speaker 1
Yeah, and the link says there's three wires going inside of it. How, I don't, how do you want me to find out what ports there are? Oh, there's two. Yeah. there's two. Yeah. Yeah. What's the other one? Wait a second. Like with a white image. The The white one. Do I swap them around? Okay, one second. Okay, one second.
16:00
Speaker 2
how many ethernet port two right so the other one the other port there's an ethernet cable plugged into the modem kindly move okay move or transfer the wired cable to a different port on the main router transfer it yes switch or swap them
16:00
Speaker 1
Give me the email. No, do we swap them around or do I just do it with the main one? So swap them around. Yeah, there's two. There's one yellow one. There's one white one and there's one yellow one. Do I switch them around? [silence] Mhm, nice. [silence]
17:00
Speaker 2
Let's transfer the Ethernet cable, sir, to the other port. Yes. Do not switch the router itself. On the bottom, there's an Ethernet cable connected from the modem to one of the Ethernet port, Ethernet port of your router. Use the other Ethernet port. No, do not switch them, sir. All you need to do is to transpose
17:00
Speaker 1
what's to move then? what's the what's the mode then? Ay-rev'm gonna fit in like okay do I swap the white ones around[silence] what do I have to do? yeah that's two there's two in
18:00
Speaker 2
Okay. Sorry for the misunderstanding sir, but no need to switch the router. The router is the tower one. Can you look for the Ethernet cable, the wired Cable connected from the modem? So, the main router from lynx is. Modem is the device from community fiber. No, Do not switch the black one and the white one. No need to do that. Can you look for the ethernet cable, the wired cable?
18:00
Speaker 1
There's two. There's two like, one. There's a yellow one. There's a yellow wire and there's a white wire. And then in the main router, there's a there's like a white wire with a green head and then there's another white wire. Yes. No, there is, there's wires going inside of the other one. Is that the black one?
19:00
Speaker 2
So, how many devices are connected to the main router? One, so there's an extra port. So, your main router have two ports, right? So, the other one is vacant, right? Which mean there's no devices connected to it. Okay, can you please unplugged all the Ethernet cable wired to the main router? Okay.
19:00
Speaker 1
yeah I want I'm plug unplug all of it okay I'm plugged it I unplugged it okay what's the gateway what's the model
20:00
Speaker 2
the main router you're what was the serial number two that you just provided earler right five to your M right unplug the ethernet cable connected to that device right gra freely grab an ethernet cable plug the other and of your ethernet cable from your gateway the modem.
20:00
Speaker 1
this one. yeah, this one. I mean, but there's already why is in it, sorry is that someone else I can speak to? no way, is there someone else I can speak to? okay. can I speak? can I speak to someone else please?
21:00
Speaker 2
The modem is the one provided by your internet service provider. Okay, and then the other end plugged, that one directly to the main router, to one of its Ethernet port. Yeah, I really apologize for the inconvenience, sir, but we need also to double check your physical connection. that might cause with the issue. So all you need to do is to... Yeah, and you can also feel free to call us back, sir, if you want to speak with someone else. But in my end, I can ascertain you to continue the troubleshooting.
21:00