V2 Rubric Detail — d18e789c-718a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 18:14
Duration
17m 56s
Contact
Mary Passaglia
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134984
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall71.5% (+27.5)

V2 Grader Summary

The agent correctly diagnosed the issue as an ISP outage based on fiber modem LED status and guided appropriate troubleshooting, meeting technical accuracy and resolution path standards. While the issue could not be resolved directly, the agent provided valid next steps and demonstrated reasonable ownership and communication. The interaction had minor flaws in call control and empathy but does not constitute a failure. Outcome is Partial Resolution due to correct diagnosis and customer education despite unresolved connectivity.

V1 Case Analysis

Customer reports internet outage after fiber cut; router LED red. Agent confirmed ISP service not restored via modem LED but did not verify router recovery or provide follow-up path.

Troubleshooting Steps
  • Attempted to retrieve serial number for case lookup
  • Instructed customer to power-cycle fiber modem and router
  • Checked LED status on fiber modem and router
  • Confirmed ISP had not restored service based on modem LED
Key Observations
  • Agent correctly interpreted the fiber modem's red LED as a sign that the ISP had not restored service [14:00], which is accurate per KB guidance on LED states and ISP troubleshooting.
  • Agent attempted to look up the customer's serial number in the system [07:00], indicating an effort to verify warranty and support eligibility, which aligns with protocol.
  • No model number was collected, and no attempt was made to log into the router (e.g., via myrouter.local or 192.168.1.1) to verify WAN status or firmware, missing a key troubleshooting step.
  • Instructions were fragmented and lacked sequencing clarity, especially during the power-cycle steps [05:00–11:00], leading to customer confusion.
  • Call ended without confirming router LED state after reboot or providing a clear next step beyond 'wait for ISP', resulting in operational abandonment.
Positive Highlights
  • Agent correctly diagnosed that the fiber modem's red LED indicated the ISP had not restored service [14:00], demonstrating accurate interpretation of hardware indicators per KB.
  • Agent attempted to look up the customer's serial number in the system [07:00], showing initiative in verifying support eligibility and case history.
Agent Errors / Gaps
  • Failed to collect model number despite customer offering serial [01:00], a critical protocol miss for product-specific support.
  • Provided unclear and disorganized power-cycle instructions without confirming completion or outcome [05:00–11:00].
  • Did not verify router's WAN status or attempt login to the admin interface after reboot, missing a standard troubleshooting step.
  • Did not confirm whether the router returned to solid white/blue after ISP service restoration, leaving resolution unverified.
  • Ended the call without a concrete next step, escalation path, or scheduled follow-up, resulting in an open loop.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the issue as ISP-related (red LED on fiber modem) and advised customer to contact ISP, but did not confirm resolution or offer further support if ISP failed to resolve, leaving outcome incomplete.
R2 Met Diagnostic thoroughness conf 95%
Agent asked targeted questions (power interruption, MAC address, reset attempt), instructed power cycle of both modem and router, and used LED status as diagnostic tool—logical sequence for ISP outage scenario.
R3 Met Correct resolution path conf 95%
Agent correctly determined issue was with ISP infrastructure (fiber modem LED), not Linksys equipment, and directed customer to appropriate party—correct path given product-independent outage.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (no internet, red LED), asked relevant diagnostic questions (power loss, reset, MAC), and logically concluded ISP service not restored—root cause established with evidence.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or admin access needed; agent used correct diagnostic method (LED observation, customer description) appropriate for ISP outage scenario.
T3 Met No misinformation conf 95%
Agent accurately stated that solid green/blue on fiber modem indicates active internet and red means no service—consistent with standard ISP modem behavior.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by guiding steps (unplug devices, wait, check lights), but had unexplained silences and ended awkwardly with 'you forgot to hang up,' lacking smooth closure.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms (LED colors, unplug) suitable for non-technical user, but did not confirm understanding after key steps and repeated prompts without adapting to customer’s tangents.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took initial ownership by pulling up account and guiding troubleshooting, but ultimately deferred to ISP without offering follow-up options or remote check-in, limiting sustained ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent established next step (contact ISP) but did not set timeline or offer callback option; however, issue was outside Linksys control, limiting actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history referenced or re-asked.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue correctly identified as ISP outage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s prior positive experience and thanked her, but did not explicitly recognize frustration or effort; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained steady pace and used clear instructions, but did not adjust when customer went off-topic (serial number, family names); minor disengagement not fully addressed.
X3 Partially Met Overall experience conf 85%
Customer repeated serial and MAC, but agent needed them for lookup; silences increased effort, though some may reflect processing. Steps were necessary but could have been smoother.
Call Transcript32 turns · 34 lines
Speaker 1
Okay. Sir, I can read you my serial number if you're ready. Are you ready? (laughter)
00:00
Speaker 2
Welcome to links is 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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling links. This is technical support. My name is E. L. and how can I help you? Uh, yes, please.
00:00
Speaker 1
[KEEP_UNCERTAIN] it's 20 J one 0 M. two to A O. 79 60. And your system always works perfectly for me but our internet went out by you know, by the electric company. And the now your system won't work and they told me to set up the wireless and use the v lock set up D and put in my password and it should work from there. But it's not working. Yes. We had an internet and you know
01:00
Speaker 2
Just to make sure, I hope that we are on the same page. So did a power interruption happen or the internet interruption happened in your area.
01:00
Speaker 1
We have fiber optic and something happened and it went down for 24 hours.
02:00
Speaker 2
Mm- uh- huh. Okay. So just to make sure the one that is hooked up directly to your modem or to the internet source-
02:00
Speaker 1
okay, the Mac address. Okay, the Mac address is 8077. Yes. Probably not more than three.
03:00
Speaker 2
Can you check its MAC address, even just the last three digits? [silence] OK, 8017. So that should be the network name that you should that you will be connected if you are trying to set up this one from the very beginning. But did you reset this router? [silence] And for how many seconds did you press and hold the reset button? [silence] Oh, OK. [silence] OK, give me one moment, ma'am.
03:00
Speaker 1
[silence] thank you guys. You've always been extremely helpful. I've only had to call a couple times, but each time you've you've made it work. They must have run test at their end and said, well, it's coming into your house. And that's when they told me, well, do you see the velop setup d17? And I said, yeah, I I see it. And they say, well, it's coming into the house then. And it and they they told me, call Enksus. They, you know, they knew I had a Enksus. [silence] the this where to go d17. Oh, I do know the passwords, the big long number I gave you. The N, the 1. I know the password.
04:00
Speaker 2
Okay, um how does the fiber optic confirm ma'am that the uh internet has been restored? like did they run some test? [silence] Okay, uh-huh.
04:00
Speaker 1
thread. Yes. Turn off. So, do unplug it? Okay. So turn off the black box that is my fiber optic coming into the house. And turn off the Lexus system. You're okay with me turning unplugging them both. Okay. I'm going to do it. Okay. Okay. I unplugged them both.
05:00
Speaker 2
uh um uh by the way ma'am The one link's router that is hooked up directly to your modem what is the LED light coming from this router? It's still red. Uh can you turn off everything ma'am please? Also turn off the modem. Yeah turn off everything. Um uh Yeah just easily unplug them. And also turn off the modem as well. Yes. Yes. Uh Okay, and then uh let me know once you're done.
05:00
Speaker 1
Uh, yeah. And it may be that I've changed Linksys since the last time I had a problem. I mean, I bought a new, you know, I upgraded it after a year or two. do I need to put it? Yeah, nevermind. No, no, no, you go. [silence]
06:00
Speaker 2
O K and since you actually mention that you have called Lenkus before. Let me just go ahead and try to see if I can pull up a new record using the serial number you provided. Give me one moment. Uh, Mam, can you... I'm sorry. Oh, no, no, no, not yet, not yet. Okay. Guys, if you're asking if we can turn them on yet, let's leave it like that for the moment. Especially with the modem, since an internet interruption happened, that modem should be turned off at least for a few seconds or a minute.
06:00
Speaker 1
uh, it's Mary Pasalia. It could be under my son's name. It could be under Matthew. uh, ok. Oh good. Yeah, but I don't know where the other one is. I think I may have had given it away. I didn't save it or store it. I have the you know, I have boosters, you know, I have a booster, you know, that this is the main thing.
07:00
Speaker 2
Okay, thank you so much. Give me one second. Uh yeah, I just actually got your uh name here. And can you Yeah, can you also... And you mentioned you have two links as routers. Okay. Uh-yeah. Do you remember the main router? [silence]
07:00
Speaker 1
I have in front of me that I use all the time. That is the one that's the Velop setup D 17. Mm-hmm. Correct. Correct. No. Correct? Should I plug it back in yet? Okay. Okay. And it's pulsating that blue look. Okay.
08:00
Speaker 2
Okay, that's the main router or the router that is hooked up directly to the fiber optic lock box, right? Okay. uh, did you customize the wi fi name of your router? Hm, yeah, you can plug it back in, but start start with the start, with the modem. Okay. And so let's wait up until the modem is up and running before we can turn off one of your links to product.
08:00
Speaker 1
It's, it's not pulsating, it's not red, but it's not the bright blue that I'm used to. It's, blue. Okay.
09:00
Speaker 2
Hi. what color are you seeing from the modem? uh can you see any model number or brand name from this modem?
09:00
Speaker 1
I see the Mac, I see the serial number. What's a recovery key? I see that number, too. Yeah. Okay. Okay, I'm gonna have to unplug it. Sure, there's gotta be a model input. Yes, F-T 122A. Okay.
10:00
Speaker 2
I yeah you can only use that one if you want to change the router password but are you checking underneath the Linksys? Uh can yeah uh can you go to the fiber optic block box and look for a model number? Uh huh. Okay, thank you so much. Uh you can now go ahead and plug it back in. Thank you so much.
10:00
Speaker 1
your system went red. Maybe it's cuz I unplugged the black box, but. Oh, I turned both of them off at one time. Now the link's. And. And now I put a livet, leave it off, unplug it. Okay. Okay. Okay, they're both unplugged. unplug the modem first. Okay.
11:00
Speaker 2
I mean, did you turn off the Lynx Sys routers earlier, or you did not? Uh. Got it. Just leave them off for the moment. Do not... Yes, unplug both of them. Do not turn them on yet. Not until we can confirm that the modem has an internet. Okay. Uh, but plug in the modem first.
11:00
Speaker 1
Nova's going to call. Tell her that I'll come later. I can't come now. [silence] plug in my fiber optic. [silence] the [silence] you told me to unplug it. Do you want me to plug it in now? I it's red. [silence]
12:00
Speaker 2
Okay, can you see any LED light coming from your fiber optics? The block, the block box, ma'am. Yes, please. ah, yeah, just give it some time after you plug it in, because it may be still booting up. Yes, we should be expecting a solid green or solid blue. That means that your fiber signal and internet are active.
13:00
Speaker 1
It's been red since they said the line went down. Okay, well, if that red box is the way it is, I mean, it just says red, then they're not telling me the truth. It is not back.
14:00
Speaker 2
So that actually means, Ms. Maria, the internet is not yet really fully restored. From your end. Okay. It's really not fully restored. Yes, the internet is not back because from that optic fiber modem, what we are expecting to see there is maybe a solid green or a solid blue. Not red. Because if you're seeing a red LED color coming from this block,
14:00
Speaker 1
Okay, okay, well I've got your number, I'm going you back, if it, but well, if it is restored, it should show up as my my numbers should show up. Okay, okay, I'll go back and I I'll deal with my cyber optic company, okay? Okay. Okay, let me start there then. Thank you. I appreciate it. Thank you.
15:00
Speaker 2
then an internet issue is actually occurring, or maybe it's the network outage just still actually exist, or persist, so the internet has not yet been fully restore, yeah, yeah, the LED light that comes from the fiber optic modem, it should be solid green, or blue, not red, yeah, yeah, you, okay, you too, thank you so much as well,
15:00
Speaker 1
Don't call up later. What do you mean you're going to do it later? That's nice. You're saying the guy said the signal's coming in. Yeah, he says it's coming in. The password's there, right? [silence]
16:00
Speaker 2
I'm sorry, Miss Mary. You forgot to hang up the call. hello miss mary im miss mary you forgot to hang up the call
16:00