V2 Rubric Detail — cd43fd6e-7a0b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 13:57
Duration
5m 56s
Contact
Russ
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136166
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node Disconnected_WHW03

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+25.9)

V2 Grader Summary

The agent correctly diagnosed the ISP outage as the root cause and provided accurate technical guidance about factory resets and LED behavior. Resolution was deferred to ISP restoration, with appropriate next steps set via ticket number. While technical accuracy and ownership were strong, the agent missed opportunities to confirm mesh pairing status and reduce customer effort through proactive re-pairing guidance, resulting in a partial resolution.

V1 Case Analysis

Customer reports mesh routers not communicating; advised to wait for ISP to restore internet before attempting reset; provided ticket LTS00136166 for follow‑up.

Troubleshooting Steps
  • Collected serial number.
  • Confirmed internet provider (Spectrum).
  • Checked LED status on devices.
  • Explained dependency of router status on ISP connectivity.
  • Advised that a factory reset would fully disconnect the units and is only needed if red persists after ISP fix.
Key Observations
  • Agent did not obtain or confirm the router model number.
  • No warranty status was discussed or verified.
  • Ticket number was given verbally without confirming case creation in the system.
  • Technical advice about ISP dependency and reset behavior was correct.
Positive Highlights
  • Asked for serial number and confirmed provider information.
  • Provided clear explanation that routers depend on ISP connectivity for green status.
  • Offered a ticket number for future reference.
Agent Errors / Gaps
  • Missing model number collection (required for mesh node troubleshooting).
  • No warranty lookup or eligibility discussion.
  • Did not create or confirm a proper case before providing ticket number.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent advised waiting for ISP restoration and provided a ticket for follow-up, but did not confirm router pairing status or guide re-pairing steps post-restoration, leaving resolution incomplete.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked about lights, ISP, and model, but did not verify if devices were mesh nodes capable of pairing or confirm network topology/prior configuration — missed opportunity to assess actual router-to-router communication.
R3 Met Correct resolution path conf 97%
Agent correctly determined that routers showing red light during an ISP outage is expected behavior and advised waiting for ISP resolution before further action — appropriate path given the circumstances.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified the symptom (solid red lights), asked relevant diagnostic questions (ISP status), and correctly reasoned that the WAN outage prevents the units from turning green, which is the primary indicator of a successful connection.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were available or necessary; agent used verbal diagnostics appropriately for the scenario, relying on observable symptoms (LED status) and customer input.
T3 Met No misinformation conf 96%
Agent accurately stated that holding the reset button for 10-15 seconds performs a factory reset and that units will not turn green without ISP service, which is consistent with universal_factory_reset.md and universal_isp_modem_diagnostics.md.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations early about ISP dependency, maintained control of the call flow, and closed with a ticket number and next steps.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, repeated the ticket number clearly, and confirmed understanding — adapted well to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, provided a ticket for continuity, and committed to further assistance upon callback.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: wait for ISP to restore service, observe if lights turn green, and call back with ticket number if needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first contact for this specific issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was ISP-related and within L1 scope to triage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained professional but did not explicitly acknowledge customer frustration over prior misstep (pressing reset) or express empathy for repeated effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a steady pace but did not adjust tone or pacing in response to customer’s hesitant, reflective speech; missed opportunity to build rapport during moments of uncertainty.
X3 Partially Met Overall experience conf 92%
Customer had to repeat serial number due to ASR issues, but agent corrected it collaboratively; however, no proactive steps (e.g., pre-emptive reset guidance, mesh pairing instructions) were offered to reduce future effort.
Call Transcript10 turns · 11 lines
Speaker 1
Yeah, I was wondering if you could help me get my Linksys Routers, talking to one another again. Um, the, uh, yeah, I could give you the serial number if that's what you're asking for. You guys have done it before. You guys have helped me in the past. Um, uh, the, uh, do you need the serial number? Is that what you're looking for? Yeah, it's 2021, sorry.
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi there. Thank you for calling Linksys. My name is Van and I'll help you today. What's the model of your Linksys router? All right. What's the serial number? What's the serial number?
00:00
Speaker 1
O-J-2-0-M-3-C-A-5-6-6-9.
01:00
Speaker 2
20j like Jacob 2 0 M like Mary 3 C like Charlie A like Apple, 5669 and what's the model number of the unit as well? How many links this devices in total? I may know to whom I currently speaking with as well? all right and who's your internet provider as well spectrum all right [silence] what's the color of the light on your link device on both of them is that correct [silence] i'll set your expectations your unit will not turn solid green if the internet from spectrum hasn't been fixed yet so even if we troubleshoot it now it will still show you a red light so we need to wait until spectrum finishes their internet changes before we can proceed in troubleshooting with your link
01:00
Speaker 1
All right. all that's fair. I thought maybe you guys could fix it without the internet being up. I didn't know. All right. cuz oh I, you know, in my once the spectrum's on, don't I just have to hit the reset button on both of these. Wouldn't that just connect them both up? All right. all right. All I'm saying is if they are, if they are flashing red or solid red, which they're solid red now. I would just hold the reset and bound button down on both of them, wouldn't I? And wouldn't they just reconnect on their own.
03:00
Speaker 2
Axis router. Just depends because if for example your spectrum went down like a couple of hours only and if they fixed their internet on their end. If there's no other changes done on your link since they should turn green on their own without you doing anything. The only time we need to do a factory reset or try to add them back up is if they remain solid or flashing red after spectrum is done doing the fixes.
03:00
Speaker 1
yeah, I think that's what I did last night when I went and everything went down, I thought it was the links, the rods, even though they were green, I didn't realize that, and I probably held the button down. I don't know if I held it down 15 seconds though. But it was green, even though the internet was down, but I held, I messed around with the buttons too much and I probably got them where they're not they're not connected to one another. So, um, I'll have to wait for spectrum to get reconnected, and if they don't turn green on their own, I'll give you a call. All right, hang on. Yeah. All right, what's the uh ticket number?
04:00
Speaker 2
No, if you hold the reset button for a couple of seconds or like 10 to 15 seconds, you will perform a factory reset, which completely disconnects the unit from each other. No waste there. I can provide you a ticket number, so that when you call us back, just give us this ticket number so that we can assist you further. Whenever you're ready, you can write it down. It's Lima Tango Sierra.
04:00
Speaker 1
Okay, so I got a limo. Okay. L-M-T-C-0-0-1-3-6-1-1, excuse me, 361-66. Let me say that again. L-L, it's L-T-S, did you say? Oh, L-L-L-T-S. Okay, so it's L-T-S-C-0-0-1-3-6-1-66. All right, I'll call you back once they're up. Thank you for your help. All right.
05:00
Speaker 2
It's LTS 00136166. [ silence ] Yes, LTS. [ silence ] Yes, that's correct. All right. Thank you for calling Linksys. Take care and have a great day.
05:00