V2 Rubric Detail — d0f88d7c-6fec-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:50
Duration
16m 47s
Contact
Mary ann Schiro
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134634
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall42.9% (-31.1)

V2 Grader Summary

The call ended with the customer still experiencing a solid red light and no internet, indicating unresolved hardware or configuration failure. The agent skipped core troubleshooting steps required after a modem change — including modem reboot, WAN verification, and ISP credential check — and prematurely defaulted to offering a guide instead of completing L1 diagnostics. While ownership and communication were maintained, the lack of technical progress and resolution constitutes an unresolved case.

V1 Case Analysis

WHW01 solid red post-modem upgrade. Out of warranty. Sent free setup guide via email. Customer to self-troubleshoot.

Troubleshooting Steps
  • Confirmed modem upgrade by ISP (Spectrum)
  • Collected serial number and verified product model (WHW01)
  • Confirmed out-of-warranty status
  • Validated factory reset procedure was attempted
  • Checked for presence of default setup SSID to confirm router functionality
Key Observations
  • Agent correctly identified the need for reconfiguration after modem replacement, which is standard procedure per KB.
  • Agent validated device functionality by checking for default setup SSID, a valid method to confirm router is not dead.
  • Agent properly managed out-of-warranty expectations and offered a compliant self-help path (free guide), satisfying paid support decline protocol.
  • Call had noticeable silence and pacing issues, and agent repeated 'ma'am' excessively, affecting communication clarity.
  • Agent initially misidentified the model as WHW01 but later referred to it as a 'node', showing minor inconsistency but not material error.
Positive Highlights
  • At [08:00], agent correctly interpreted that a solid red light after reset suggests possible hardware fault, but prudently continued to validate functionality before concluding.
  • At [13:00], agent used presence of default setup SSID as a diagnostic tool to confirm the router is not completely defective — a smart, KB-aligned validation step.
  • At [14:00], agent clearly differentiated between paid support ($15) and free self-help guide, offering a compliant and ethical path per universal_paid_support_workflow.md.
  • At [15:00], agent confirmed that the guide was free and easy to follow, setting clear expectations and reducing customer frustration.
Agent Errors / Gaps
  • At [06:00], agent incorrectly referred to the device as 'WHW01' when the customer never stated the model; this was an assumption, though later confirmed by serial. Model should be confirmed before giving model-specific advice.
  • At [09:00], agent said 'this is already an out of warranty device' without confirming purchase date or warranty lookup — while likely correct, protocol requires either confirmation or stating that status is being checked.
  • At [12:00], agent asked 'can you go to the Wi-Fi settings?' without specifying which device (phone/tablet), causing brief confusion. Should have said 'on your mobile device'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with solid red light and 'no internet connection' message; router never restored functionality.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential troubleshooting: no modem reboot, no WAN cable check, no speed test at modem, and no verification of ISP credentials or PPPoE setup.
R3 Not Met Correct resolution path conf 95%
Agent prematurely defaulted to paid support/free guide without completing standard L1 troubleshooting (e.g., modem power cycle, cable check, firmware check), violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to identify root cause; skipped diagnostic questions about WAN connection type, PPPoE, VLAN, or CGNAT — all relevant after modem replacement.
T2 Not Met Appropriate tools / resources used conf 92%
No use of required tools: did not direct customer to test at modem, check router web interface, or verify firmware — despite clear hardware/ISP change context.
T3 Partially Met No misinformation conf 90%
Reset instructions were correct, but agent incorrectly implied device was functional when solid red persisted post-reset — a sign of hardware fault per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Multiple agent greetings and long silences disrupted flow; call control recovered but start was disorganized.
C2 Met Confirmed understanding conf 88%
Agent used simple terms, repeated key info, and adapted to customer’s pace by confirming understanding during reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and followed through by sending setup guide.
O2 Met Proactive follow-through conf 97%
Clearly stated the guide would be emailed and confirmed contact method; set clear next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope but unresolved due to incomplete troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 93%
Remained polite and patient despite customer frustration; used empathetic phrases like 'no worries' and 'I understand'.
X2 Met Tone & rapport conf 90%
Matched customer’s conversational pace, used consistent address ('ma’am'), and checked comprehension during instructions.
X3 Partially Met Overall experience conf 85%
Asked for serial number twice and phone/email separately, adding minor repetition; otherwise avoided unnecessary steps.
Call Transcript29 turns · 30 lines
Speaker 2
welcome to Lynksis support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Register dot Lynksis dotcom. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
No, stop the fuck up. Thank you.
01:00
Speaker 2
Press 8. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is C, I can help you today. Hello. Hello? Hi, thank you for calling Linksys, this is G, I can help you today
01:00
Speaker 1
And, and I've had a Lynx Ease router for, I updated my spectrum modem today for the internet. I'm connecting, the Lynx Ease router I have worked perfectly this morning. Um, but with the new router, I cannot get online. And uh, like the modem, they said is online perfectly, it's running very well. So they referred me to you guys, because the problem must be with the router.
02:00
Speaker 2
uh-huh [silence] Oh, oh, yes, man. How can I help you, Ma'am? Yes, understand, ma'am. Um, no worries. Just to confirm [silence]
02:00
Speaker 1
Yes. Yup. Okay, got upgraded the modem for Spectrum. The old one worked perfectly with the router. Okay, this is very tiny. We'll have to see if I can actually read it to you. Um, let's see. Serial number. two six D 1 0 6 0 8 8 3 2 5 0 2. Mm-hmm.
03:00
Speaker 2
you just upgraded your modem your spectrum right? Mm-hmm. OK. OK. And may I have the serial number of your links this please? OK. Let me just check on the exact you know, just give me a couple of a second.
03:00
Speaker 1
It's blinking. It's blinking. red.Yes, it was upgraded. seven three eight five seven seven three.
04:00
Speaker 2
What is the light on the top of the the router right now, Ma'am? I'm sorry, Ma'am? Hello? okay. spectrum. Did spectrum change the modem Ma'am? Yeah like the the box? Okay. Okay, yeah before you proceed Ma'am well, I'm still checking on the exact device ma'am, let me just create a ticket for you here. Let me start with your phone number just in case you get disconnected. [silence]
04:00
Speaker 1
Marianne, Shiro, S-C-H-I-R-O. Marianne. Yes, S-C-H-I-R-O, M, the number one at Yahoo. Pardon me? And how would I do that?
05:00
Speaker 2
Okay, yes, this was purchased or purchased from DISH. Ma'am, let me just inform you that this, if you will upgrade your modem, ma'am, what you need to do with your router is to reset and reconfigure it back to default, and then set it up again for it to communicate with the new with the new upgrade. Okay. For you to do that, ma'am, what what you need to do is to reset first the the the the W-H-W-01 the router, reset it back to default, that means that you have to press totally delete everything, ma'am, including the Wi-Fi name that you set up, the password that you set up. So, underneath there's a reset button, [silence]
06:00
Speaker 1
I've done that. I, yep. How did I set what up? I did set. press. and um then it went off and it took uh a kick back on. It's blinking blinking then the second time I did, I unplugged the power. I left it off for five minutes, plugged it back in, hit the reset button, it went off, so I waited for the red, blinky light to come. Then I gave it another five minutes just in case it would like to change the change and it didn't. And then the third.
07:00
Speaker 2
you have to press and hold it for um, for 15 seconds until it turns uh, off. You did that. And how did you set it up ma'am? Yes, you mentioned that you did press the reset button. Mhm. [silence] [silence]
07:00
Speaker 1
I unplugged the power. I took out the cord that connects to the modem. Then I waited five minutes. Then I put the yellow cord from the modem back in. Then I turned on the power. And then I pushed the reset button. And then I waited another five minutes and it continues to blink red.
08:00
Speaker 2
I see. Okay. If that's the case, ma'am, since you did already uh the reset on uh the device and it stays blinking red, that means that there's a possibility that this is already um not working. But anyways, we will try it, ma'am. Uh ma'am, let me just also inform you that this is already an out of warranty device, and I can only provide you with troubleshooting, ma'am. [silence]
08:00
Speaker 1
Okay. Yes. Okay. [silence] Okay.
09:00
Speaker 2
for this node, if we can confirm that this node is defective, uh is defective, then, um, I'm sorry, is still working, then, uh I can possibly offer you two options, which is the paid service or the free step by step guide. Anyways, we will confirm first if this is still working or not anymore. Okay, so underneath the device, you have the red reset button. Can you please press and hold it until the light on the top turns off? Okay. You can let go ma'am.
09:00
Speaker 1
it's still off yeah it takes a while to come about done
10:00
Speaker 2
what is the light on the top there it's still off okay just give it a few more yes yes usually it will take uh more than two minutes
10:00
Speaker 1
Now it's a solid red. Uh-huh? Uh, Wi-Fi settings? Yeah? Uh-huh?[silence]
12:00
Speaker 2
red. Solid red, okay. Um, ma'am, can you do this, please? On your phone, on your air Mm-hmm. Can you go to the Wi-Fi settings? Mm-hmm. Okay.
12:00
Speaker 1
It says no internet connection. No internet connection. Yes, it's there. It says no internet connection.
13:00
Speaker 2
Can you check if you can see a [VRVPSM] setup Wi-Fi name? No internet connection. But you have a [VRVPSM] setup name, right? Yes. Okay, so here's the thing ma'am, this unit. This is not yet affected but this is already out of warranty. Just out of warranty. Yes, I've mentioned earlier ma'am, we no longer provide free assistance for out of warranty device. But we confirmed that your router is not yet defective. So, if you want to proceed with the setup or with the troubleshooting ma'am, I can offer you two options. Uh first option is we do have a paid uh service
13:00
Speaker 1
And, how would I receive that if I have no internet? Um, I, believe I have a five G. Okay. And that would cost $15 as well, right? Okay. But if he, it,
14:00
Speaker 2
which is $15 for an hour of troubleshooting. And, second option, ma'am, is I can send you the full step-by-step guide and how you can set this one up so you can have it working again. Do you have a 4G network, ma'am? Yes. So, you can still receive that one, uh, using your 5G. No, ma'am. That's for free. That's for free, ma'am. That guide is for free. The troubleshooting step with me or with, with some other technical agents, that will be $15. If you want over the phone technical support. But for the free guide, ma'am,
14:00
Speaker 1
to me and then I could work through it on my own for no cost. Okay. And it it remains checked. It just says no internet connection. Okay. Yes. Please. Okay. Please send me the guy then and I will. All right. Yeah. I'll call. Yeah.
15:00
Speaker 2
That's free. Yes, yes, for no cost. Yes. And that's just a very easy to follow set up guide, ma'am. You just need to start with a... cuz what we did earlier, maam, is we confirmed that your router is still working. And it is still working because reset is still working and the default name which is the default set up is still on the list of available network. Yes, that means that you are connected. Okay. Yes, ma'am. Uh but then if you need further assistance, ma'am. Yes, if you need further assistance, just call us back. If you wanted to avail the paid service, just provide us your email address.
15:00
Speaker 1
OK, and you have my phone number? Yes. OK. Thank you. The text, right? Or let's take the Hey, Hey, Hey. Thanks. OK, thank you. Thank you. Bye.
16:00
Speaker 2
if we can pull up your record easily, okay? Okay. Yes, uh, that will be 716 380 5 773. Just provide us your phone number or your email address, ma'am. Okay. Have a good day, ma'am. Please stay safe and, uh, email is already sent. You're welcome, ma'am. Uh, email, ma'am. You can use your 5G. You have to use your 5G for this. You're welcome, ma'am. Have a good day and stay safe. You're welcome, ma'am. Bye. Bye.
16:00