V2 Rubric Detail — cf4777e2-70c1-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 18:15
Duration
10m 28s
Contact
Edward Madrid
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134808
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450 - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall34.4% (-21.6)

V2 Grader Summary

The agent initiated diagnosis by identifying symptoms and gathering device and modem information, demonstrating partial progress and reasonable intent. However, no concrete troubleshooting steps were executed, no resolution was achieved, and no next steps were set, leaving the customer's core issue unresolved. While not abandoning the case, the agent fell short of full ownership and technical execution.

V1 Case Analysis

Customer reports two E8450 mesh nodes (serials 38:10M31B03, 38D10M31B05304) showing solid/flashing blue but no internet. Agent gathered modem info but gave no troubleshooting or resolution.

Troubleshooting Steps
  • Asked for device model numbers and serial IDs
  • Asked for modem model and whether it has Wi-Fi
  • Confirmed modem is a non-Wi-Fi 716GE-I unit
Key Observations
  • Agent correctly identified the need to determine if the modem is a gateway or plain modem by asking about Wi-Fi capability (transcript [05:00], [07:00]).
  • Agent failed to provide any actionable troubleshooting steps despite having enough information to proceed (e.g., power cycle sequence, cable verification, LED interpretation).
  • No model/serial verification was performed beyond asking, and no case number or warranty status was discussed.
  • Call lacks structure and direction, with long silences and no clear next steps offered to the customer.
Positive Highlights
  • Agent correctly asked whether the modem has Wi-Fi to distinguish between gateway and plain modem (critical for ISP topology).
  • Agent collected both device serial numbers and confirmed the modem model (716GE-I), which are relevant for support context.
Agent Errors / Gaps
  • Failed to provide any troubleshooting steps to resolve the no-internet condition on solid/flashing blue nodes.
  • Did not guide the customer through basic WAN connectivity checks (e.g., verify Ethernet cable is in WAN port, check modem status, power cycle sequence).
  • Did not interpret or explain the meaning of solid blue (online) vs. flashing blue (booting/WPS) LEDs in context of no internet.
  • Did not confirm correct device model/serial number before providing advice.
  • Did not set a clear next step, escalation, or follow-up plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer explicitly states they have no internet access on both devices, and agent ends interaction without resolving or confirming any outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identifies the symptom (one node flashing blue, one solid blue with no internet) and asks for model/serial numbers and modem details, but does not guide customer through basic troubleshooting steps like checking cables or power cycling.
R3 Partially Met Correct resolution path conf 80%
Agent attempts to gather information (modem type, model) relevant to setup configuration, indicating an effort to determine correct resolution path, but fails to complete troubleshooting or offer a clear path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies key symptoms (flashing blue, solid blue with no internet) and asks for device models and modem type, showing an attempt to diagnose root cause related to modem-router configuration.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI check, firmware verification) are used or suggested despite the need to verify WAN connection status and router configuration.
T3 Not Applicable No misinformation conf 95%
Agent does not provide any technical recommendations, instructions, or conclusions that can be assessed for accuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control by asking follow-up questions but fails to set expectations, frame the call, or manage transitions smoothly, with noticeable silences and abrupt shifts.
C2 Partially Met Confirmed understanding conf 85%
Agent uses plain language and avoids overt jargon, asking for model numbers and modem description in an accessible way, but does not confirm understanding or adapt messaging based on customer responses.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent engages with the customer and asks diagnostic questions, showing initial ownership, but does not commit to next steps or follow-up, leaving the case unresolved.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timelines, or follow-up actions are established; agent does not inform customer what will happen next or who is responsible.
O3 Not Applicable Closure confirmation conf 95%
No prior case history is referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was clearly warranted given the early stage of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent does not express overt empathy or acknowledge frustration, but remains neutral and continues inquiry without impatience or discourtesy.
X2 Partially Met Tone & rapport conf 85%
Agent maintains a steady pace and continues asking relevant questions, keeping the customer engaged despite silences, though tone is transactional and not highly adaptive.
X3 Not Met Overall experience conf 90%
Customer repeats serial numbers and modem description; agent could have documented earlier but did not streamline data collection or reduce repetition.
Call Transcript12 turns · 14 lines
Speaker 1
Edward Madrid: This is Edward Madrid and I have a model Leeds to see what is that. Can see for these devices where I want to set up. Why it throughout my yard? And I got two of them and I hooked up in December. These two I'm now hooking up because I had to run a ethernet cable through these uh. Folks I wanted to set them up at. So one of them, you know, it uh it's flashing blue. The other one is solid blue, but I don't have internet service. So you're not okay. The one that's flashing the one that's flashing blue, let's see. Let's make sure it's the same one. Hold on. Okay, the one that's flashing blue is 38:10M31B03.
00:00
Speaker 2
what is the model of your device? Serial number,
01:00
Speaker 1
five 2 95 okay and then the other device is uh 38D10M31B05304 and uh this last one I uh the serial number I gave to you uh this one's this one's solid blue now but I don't have internet service uh-huh yes cuz I I'm making this call through uh through my
02:00
Speaker 2
All right. You have an E 8450, right? And the other one, what is the model of the other device? can you confirm if the modem is working? did you check? [silence]
02:00
Speaker 1
Wi-Fi, and it is working, everything is working on it. Yes, and I, and I check, check it to make sure it was. It's flat, all. Okay, um, yeah, I have um, I have another one in my shop that, that is hooked up to uh, to the primary one in here in my house, and that one's working also, but these two I'm trying to set up now, and um, one of whom is like I say it's uh is uh uh solid blue, but I don't have internet access, and the other one is flashing blue and hasn't uh hasn't been syncing with.
03:00
Speaker 2
connected to them Hmm. Uh modem who's the internet service provider is it spectrum or is it Xfinity your objective is to use the E-8450 additional to your another device right
03:00
Speaker 1
No, I'm just setting them up. But what happened was that where I wanted to set them up, I had to run the ethernet cable to both places, which I did. I tried setting them up, but they wouldn't work at first. Now this one came on, but it doesn't have internet service, and the other one's flashing blue. [silence] Yes. [silence] Uh, that one is uh, 38:D:10:M:54:C:000:38. Yes, I afford them all.
04:00
Speaker 2
this was working before, was this working before? [silence] All right. Your router is already set up. Let's check the modem. Can you give me the model of your modem? Is this a [silence] Linksys device as well?
04:00
Speaker 1
The, the model is the 8450. 8450. Yes, it's hooked up, yeah. Oh, what is the Okay. What, what the what is the model, the modem in the model? Oh this. No. No, it's, it, it, it's, uh, it's set up from from from plateau, it's a plateau modem.
05:00
Speaker 2
Can you take a look? This is the router. This is connected to another device given to you by your credit internet company. Do you have that device? What is that model? What is that device? [silence] Okay. The reason I asked for the modem is to verify if the modem is a plain cable modem or is it gateway? You set it up, the setup for a gateway is different from the plain modem. [silence] Yes, can you give me the model of that power modem? [silence]
05:00
Speaker 1
Okay, hold on. Can you see if I can get down and get it for you? So I want to Okay. So I'm looking at this. I can't see anything. It says model number. There's like, there is a number up on top here with it's. It says 716 GE-I. No, this does not have Wi-Fi. It's just a modem where I had to set up my Wi-Fi to it.
06:00
Speaker 2
Can you describe to me the modem? Is there any Wi-Fi in the modem? And are there ports at the back? All right, okay, the guys an Internet connection at the back, right? And that is connected to your modem. Correct?
07:00