V2 Rubric Detail — d7e93c08-5fa7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:56
Duration
47m 25s
Contact
Steve Geil
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132150
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000 - new modem
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall74.3% (+34.3)

V2 Grader Summary

The agent achieved a successful resolution by correctly guiding the customer to connect the AT&T gateway to the MBE7000 and confirming internet access. However, T2 was downgraded to Not Met because the agent failed to use essential tools like the router’s web interface to verify WAN status, which is required for accurate diagnosis per KB standards. All other ratings reflect partial or full alignment with protocol, with no critical failures observed.

V1 Case Analysis

Customer switched ISP to AT&T, received BGW-390 gateway, and needed help connecting Linksys MBE7000 mesh system. Agent gave unclear wiring instructions and did not verify WAN or mesh status; issue remains unresolved.

Troubleshooting Steps
  • Collected AT&T gateway model (BGW-390) and Linksys router serial number.
  • Instructed to connect BGW port 1 to MBE7000 Internet (2.5 Gb) port, with conflicting initial guidance.
  • Asked customer to power on devices and observe LED status.
  • Attempted to verify Wi-Fi broadcast and internet via mobile app, without accessing admin UI.
Key Observations
  • Agent gave conflicting port-connection instructions (port 1 vs. port 2.5) [21:00, 23:00].
  • No verification of internet connectivity via admin UI or WAN status check.
  • Agent failed to guide the customer through the proper 5-press pairing for MBE7000 child nodes.
  • Long periods of silence and filler reduced call efficiency.
  • Customer’s Wi-Fi SSID was never identified or confirmed.
  • Agent introduced off-topic personal anecdotes about computers in the 1970s [44:00–46:00], derailing focus.
Positive Highlights
  • Collected the router serial number accurately [29:00].
  • Confirmed the AT&T gateway model (BGW-390) [21:00].
  • Guided customer to disable cellular data to test Wi-Fi-only connectivity [34:00].
Agent Errors / Gaps
  • Provided contradictory wiring directions [21:00, 23:00].
  • Did not check the router’s admin page to confirm WAN status.
  • Skipped the standard mesh-node reset/pairing steps for MBE7000.
  • Failed to set a clear next-step or escalation path.
  • Introduced irrelevant personal stories that disrupted troubleshooting flow [44:00–46:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent confirms internet is working ('Congratulations. You are— internet is good.') and later verifies mesh node connection ('it’s connected now').
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided physical connection and power-on sequence but skipped key diagnostics like checking WAN status or testing modem directly; relied on end-user observation rather than systematic verification.
R3 Met Correct resolution path conf 90%
Agent correctly directed customer to connect AT&T BGW-390 port 1 to MBE7000 Internet port — aligns with standard ISP modem-router setup per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked for modem model and port count but did not assess LED status, WAN IP, or DHCP assignment; missed opportunity to identify root cause systematically.
T2 Not Met Appropriate tools / resources used conf 90%
No use of router admin interface (http://myrouter.local or http://myrouter.info), remote tools, or speed test to verify connection; issue required tool-based validation that was skipped.
T3 Met No misinformation conf 95%
Instructions to connect cable from modem port 1 to router Internet port, power cycle, and test via website are technically accurate per universal_isp_modem_diagnostics.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had multiple unexplained silences, fragmented instructions, and failed to frame or summarize the process clearly.
C2 Met Confirmed understanding conf 90%
Used plain language ('connect this cable to that port'), avoided jargon, and repeated steps — adapted well to customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, did not transfer, and followed through from start to finish without abandoning responsibility.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: connect cable, power on devices, check Wi-Fi, disable cellular data, test internet — and confirmed completion.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context available.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this straightforward setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Polite and patient but offered no empathy statements acknowledging customer effort or frustration; interaction remained transactional.
X2 Partially Met Tone & rapport conf 75%
Agent remained engaged but did not adjust pace or check understanding during customer confusion (e.g., repeated Wi-Fi name questions).
X3 Partially Met Overall experience conf 80%
Avoided asking for repeated information, but fragmented guidance caused customer to repeat actions and seek clarity multiple times.
Call Transcript46 turns · 49 lines
Speaker 1
This message has been transcribed. One moment while I [silence] Hi. How are you today? [silence] Well, I've got your MBE 7000.
18:00
Speaker 2
Thank you for calling Linksys, my name is Nathan, how can I help you? [silence] [music]
18:00
Speaker 1
And and I changed my, you know, Wi-Fi provider. I went from, um, spectrum to ATT. And so they give you a, you know, a new modem or router. I don't know. How do I hook up the linksys to the new system? [silence] It's new because it's, it's, yeah, it's ATT, so I've never used them before. And they have a, uh, you know, a tall tower like yours. It looks like yours, but it's not as good. Anyway, I just want to, go ahead.
19:00
Speaker 2
All right. You need to connect it to can you give me the new modem or gateway whatever they gave you? Tell me the model of that one OK at the back at the back at the back of this tower there are how many ports that you can see?
19:00
Speaker 1
Well, it's upstairs but it's two or three. Yeah, I think they're Ethernet. Yeah. Here. Let me go upstairs. You know what? You know what? Let me go upstairs, all right? And uh, then we'll walk through this thing. Cuz it's all upstairs. And your system is right next to it. And I bought the MD-- I guess the 7000 has three speakers. Yeah, so, let me-- Oh, my name is-- that's right. My name is Steve. S-T-E-V-E. Okay. G-E-I-L. So on the back of it, it-- [silence]
20:00
Speaker 2
sure. your name again. I didn't get your name. Apologies. and your last name? Gell. Okay.
20:00
Speaker 1
It only has two Ethernet plug-ins. Yeah. The model. B as in boy, G as in George, W as in Willow, 5 3 0 dash 9 0 0. Yeah, okay. So wait a minute. So
21:00
Speaker 2
gm. All right. Do you have the model of this device? What is the model? BGW-390, oh. I know, there's a two yellow ports, right? all right, you can connect it to port number one cable and then run it through going to the Internet port on your mv.
21:00
Speaker 1
I unplug, do I unplug it? Yeah, yeah, yeah, yeah, yeah. From the, from the old system. You know, I had it hooked up to spectrum. So I unplugged the spectrum and I plugged in the AT&T. Yes. That's correct. It's not connected to anything. Because I am, [silence]
22:00
Speaker 2
is there anything connected to the ethernet 1 and 2 right now on your yeah AT&T's the new one, right? Hmm. Okay. And then this is the one that AT&T gave you the BGW53 900. Now, uh, are your links is it connected to where right now? Okay. Can you connect it to
22:00
Speaker 1
Okay. When you say connected to port, are we talking about connect the AT&T number one to the Linksys number one? [silence] Okay, down at the bottom there's a yellow line. 2.5 gigabyte internet. So you want me to unplug AT&T? Am I correct? [silence] Okay, so I'm going to connect those two together. Okay, I have to unplug the other.
23:00
Speaker 2
PORT NO. 1 connect to PORT NO. 1. Linksys INTERNET. On the link LINKSYS, okay, go to the LINKSYS. mm-hmm, yes, correct. Yes, yeah. No, no. Connect a cable, going to this yellow line, port 2.5. Connect a cable in this one. And then the other end should go to the BGW port NO. 1. Mm-mm. hold on.
23:00
Speaker 1
Dunn de port number one, correct? Right now, look at, right now, AT&T is plugged into the internet system, you know? So it goes into a plug. Hang on. What the heck is all this? Just a minute. It's a hard time seeing everything. Okay, so I've got an extra cable, okay? You want me, you want me to hook the the internet to cable one, correct? on AT&T, so that they're connected together. Is that correct?
24:00
Speaker 2
um before we're going to proceed with this one. yes good. ok. i believe you have a spectrum that's your old
24:00
Speaker 1
No, no, no, no, I don't have a spectrum. I have AT&T. No. Yes. Right. Okay. Now, when you say, you want it to go directly into your Ethernet. Internet. What is it? Internet. Yeah. Number one. Take it out. [silence]
25:00
Speaker 2
and then what else you don't have anything else.
25:00
Speaker 1
[silence]
26:00
Speaker 2
plug it in on port number one on B.G.W., plug in, and then the cable. And then run it through. That's okay. Okay, let me run. B.G.W., port number one, there's a socket in there, you attach an internet cable. Okay. And then the other end of the cable goes to the Linksys MBE 7000 to the internet port. Can you confirm? Okay. Great. All right. Now, turn on the power of both the BGW.
26:00
Speaker 1
Well, they should both be on power. Hang on. That one's on, but this one, it's on. Hang on. Oh, I don't have a power cord on it. So I have to do that. Oh, I turned it off anyway. Well, I got to put a power cord on to this one. Hang on. [silence]
27:00
Speaker 2
Okay, if they are already in power. That's good. I'll be here.
27:00
Speaker 1
Uhuh. Yeah. Well, I guess, uh. Hit. Hit that. How do you do that? How do you turn the Linksys on? Well, I did it. I did it. Yeah. It's upside down. Yeah. Yeah, it says on, and it's on. What's the reset for?
28:00
Speaker 2
just plug the power and that's it you just turn on. Underneath there is you turn the tabs and down. Okay you have a switch. You have a switch right? Turn it on. Uh huh. I don't know don't touch the reset. Give me the serial number. Can you give me the serial number? [silence] Ummm. Plug. Mm-hmm. Ummm... Ummm
28:00
Speaker 1
room number. Yeah, hang on. 5 9 A as in Apple. 1 Q M as in Mary. 2 A as in Apple. D as in dog. 0 2 3 7 zero. You know what? I think the I think the Q might be a zero. Yeah. Okay. Yep. Three.
29:00
Speaker 2
Okay. Zero. Erase a zero. You have three of this one, right? Or two? Three. Steve, do you have an email address?
29:00
Speaker 1
Okay, a just turned white, oh now it's now it's red. It's a solid red. Yeah. Yes, solid green. Now, oh, it just turned white.
31:00
Speaker 2
[silence]
31:00
Speaker 1
And on my phone, okay, so I go to settings and I go to Wi-Fi. yeah, I see my Wi-Fi, but it's not on there. Would it say Linksys? What would it say?
32:00
Speaker 2
Okay. Now, can you check if your your MPEA is broadcasting your Wi-Fi? Can you check your Wi-Fi if it's working? [silence] Yeah. Can you see your Wi-Fi? You see your Wi-Fi name? [silence] Uh, let me see. What is the Wi-Fi name? [silence] Do you see your Wi-Fi name? I don't know your Wi-Fi name. Uh. You can check... How about other Wi-Fi? Do you see any other Wi-Fi? Stamps. Uh. OK. Can you connect to Gyl House? Gyl House? Uh, uh. Now, check if... [silence]
32:00
Speaker 1
So disconnect cellular. It's off. Okay you need an application huh? Let's open. Um, hang on. Let's open up the uh. Yeah. Yeah it open. Yeah. no no. Yeah, but it's it's let's try the TV.
34:00
Speaker 2
Okay. Can you check if you have internet? Disable the cellular data or mobile data in your phone to make sure that you're connecting through Wi-Fi only? Disable. Okay. Now try to open any website or any application. If it works, meaning your MIS is working. TikTok, YouTube, Ti-- I'm just joking too. Yeah. Latin is Love. So you have internet. Yeah! Congratulations. You are-- internet is good. Alright. Let's try with the TV. [silence]
34:00
Speaker 1
Wow. Wait for me. And hang on. Okay, now I've got two others speakers. Yeah. Hang on. Okay, I'm in here. I'm going to plug one of those guys in. Hang on. Hang on. Let me plug it in the right hole. Okay that light's on. It's blue, but it'll turn red in a minute as you know. [silence]
36:00
Speaker 2
Correct. Okay. Tell me the color, okay. The color, the child nodes. Tell me the color of the light on these two child nodes. [silence] Hmm.
36:00
Speaker 1
all right that's oh doesn't matter all right that one's worth it's blinking blue I can't see nothing right away in a minute I just have to check the screen and I have to go to with this one system settings general software storage I want network Ethernet connected okay so down here it's connected to that one and I want to connect it to guy house right all the all the little ones the childs
38:00
Speaker 2
Mm-hmm.
38:00
Speaker 1
No, it's still blinking blue. Yeah, but you're saying it'll connect automatically? Oh, it's upstairs. Hang on, let's do this one first before I go upstairs. Oh yeah, hang on. What is that? That's interesting. Connect. Oh, I know where that was. That was in the printer telling me that other one was no good. Hmm. Just where it was, right?
39:00
Speaker 2
Let's wait. Yes, it will automatically connect. That's the point of the mesh network. You don't have to do anything. It will readjust and reconnect. Can you check the other node if it's white or still blinking blue? Sorry, I have to make your exercise. Steve.
39:00
Speaker 1
[silence] still [silence] still blue now it's a solid blue. No, it's not. Hang on. [silence] it just blinkin' blue. [silence] [DOWNWEIGHT] Well, I think of we're waiting for this, I can go upstairs and check on the other one in the meantime, huh? Oh, you're kidding. Okay. Oh. Turned white. It just just turned white. However, however, it has not convin it didn't connect automatically. You want me to say, come here? Can I connect it? Okay. I did. So, okay. It's connected now. Let's see if I've got the thing down here. Wait a minute. Let me try to use this computer. I want to go here to here.
40:00
Speaker 2
Yes, can you bring this one upstairs? We will reconnect it manually. Sorry. Ah, when you try to scare the guy, the baby said, "Okay, I will behave." It will turn red. Yes, yes, yeah, connect to young house. All right.
41:00
Speaker 1
I want to go to here. Aw, I'm on links says that's okay, friends. What is that? Yeah. Oh, you know what? Yeah, it's connected. Yep. Automatically, huh? Yeah, okay. That worked. Let me just check it over here. Whoops. Go to system settings, network. Yeah, it's connected here.
42:00
Speaker 2
is your computer connected to the Dorchester houses can you have you should ah.
42:00
Speaker 1
okay, so I go to the printer. settings. General. Network settings. Wi-Fi setup. It's Wi-Fi Direct. I got a Direct Connection. Select Connection. Now, do I say router or Wi-Fi Direct? ugh. Hang on. Well, I know how to check. I'll just print something. ugh. Okay, Power P.
43:00
Speaker 2
Yeah. I'm not good with, why is it that I try that one? I'm not good with printer, but let me help you in that one. Maybe I will. [silence] yes I'll wait for you I'll be here I'm outside of the country right now too much carousel I'm from the west I think you feel so too much issues so went out I just nearby
43:00
Speaker 1
[silence] Let me check her computer. Make sure that's working, [silence] there we go. [silence] Wi-Fi network. Okay, it's not a gail house.
45:00
Speaker 2
Facebook, YouTube, typical, but for us, we usually open New York Times, Washington Post. I remember my first computer, way back in the 1970s, it was exciting. [silence] Yeah, you're good. Yay.
46:00
Speaker 1
beep: thank you. And you were and you...? Could you say your name was? Okay. I'll put in a good word for you. Thank you. Bye. Okay. Bye.
47:00
Speaker 2
Nice nice talking to you Steve my pleasure of helping you. I hope my name is Nathan. Nathan. Okay thanks. Have a nice day and thank you for calling Lisa's bye bye for now. Bye bye. [ silence ]
47:00