V2 Rubric Detail — da6d63f0-7163-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 13:35
Duration
12m 40s
Contact
Louise Stewart
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134935
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall42.9% (+6.9)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance (misinterpreting LED states and applying wrong reset procedure) and skipped essential troubleshooting steps like modem isolation. While communication was empathetic and controlled, the lack of diagnostic rigor and technical accuracy left the customer without a solution, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports Linksys router LED changed from solid purple to solid red with no internet. Agent performed 5-press reset (incorrectly), observed flashing white then solid red. Advised power-cycling modem and contacting ISP. No model identification or direct modem test performed. Issue unresolved.

Troubleshooting Steps
  • Collected router serial number.
  • Instructed 5-press reset based on incorrect LED interpretation.
  • Observed LED state changes (flashing white, then solid red).
  • Advised power-cycling modem and contacting ISP for on-site check.
Key Observations
  • Agent incorrectly interpreted solid purple LED as a reset condition (per KB: solid purple = ready for setup, not a fault).
  • Performed a 5-press reset on a device that may not be a mesh node and without confirming model, violating protocol and accuracy.
  • Failed to identify the router model, which is required for correct LED interpretation and troubleshooting.
  • Did not guide customer through proper modem isolation test despite customer having no computer — could have suggested mobile hotspot or neighbor test.
  • No warranty or support eligibility discussion was performed.
  • Call ended without confirming if modem reboot changed router behavior or setting clear follow-up expectations.
Positive Highlights
  • Agent collected and confirmed the router serial number (01:00).
  • Displayed empathy regarding customer's situation with autistic children (06:00).
  • Correctly explained that the router depends on the modem for internet connectivity (09:00).
  • Maintained a calm and professional tone throughout the call despite customer frustration.
Agent Errors / Gaps
  • Misinterpreted solid purple LED as requiring a reset (led_intelligent_mesh_consumer.md: solid purple = ready for setup, not a fault).
  • Instructed 5-press reset without confirming the device is a mesh node or identifying the model (5-press is for adding nodes, not fixing WAN issues).
  • Failed to collect or confirm the router model number, which is mandatory for model-specific LED interpretation (led_mesh_system_identifier.md).
  • Did not verify modem connectivity using proper isolation steps (universal_isp_modem_diagnostics.md Step 1).
  • Provided no self-help path beyond contacting ISP, leaving customer without actionable next steps from Linksys.
  • Repeated reset instructions without confirming purpose or outcome, contributing to customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent concludes the issue must be resolved by the ISP without verifying modem status or performing basic WAN troubleshooting, leaving the router offline ("the router will never get online as long as your modem does not have an internet connection").
R2 Not Met Diagnostic thoroughness conf 95%
Agent skips essential troubleshooting: does not instruct power cycling modem and router in sequence, does not check WAN port LED, and fails to attempt a direct modem test with a computer despite customer having devices.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identifies ISP responsibility for modem issues but fails to validate that claim through proper diagnostics, and provides incorrect reset instructions, weakening the appropriateness of the resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identifies LED color change (purple to red) and asks for serial number and ISP, but does not ask about recent outages, power cycles, or WAN connectivity — missing key diagnostic steps for a red LED.
T2 Not Met Appropriate tools / resources used conf 96%
No tools or verification methods used: agent does not guide customer to test internet directly at modem via wired connection, nor checks firmware, logs, or remote status — despite solid red LED requiring WAN isolation.
T3 Not Met No misinformation conf 98%
Agent incorrectly states solid purple/pink means device has been reset (it means ready for setup), and instructs 5-press reset (a pairing method) instead of proper factory reset — a material technical error.
Communication
C1 Met Clear & professional language conf 94%
Agent opens call professionally, collects necessary info (serial, name), maintains flow, and transitions smoothly between topics without losing control.
C2 Met Confirmed understanding conf 93%
Agent uses clear, simple language, confirms spelling, and adapts to customer’s emotional state with patience and repetition where needed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent attempts to help by walking through reset and gathering info, but ultimately deflects responsibility to ISP without exhausting all troubleshooting options, reducing full ownership.
O2 Partially Met Proactive follow-through conf 87%
Agent advises contacting ISP but provides no specific next steps, timeline, or follow-up plan, leaving customer without a clear path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; this is confirmed as the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the unresolved nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred during the call.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledges customer’s stress and situation with two autistic children, saying 'I totally understand ma'am,' showing genuine empathy and professionalism.
X2 Met Tone & rapport conf 93%
Agent matches customer’s pace, checks understanding, and maintains engagement despite customer’s frustration and interruptions.
X3 Partially Met Overall experience conf 88%
Agent asks for serial number and repeats information, but does not leverage known facts (e.g., customer has phone/tablet) to reduce effort; ultimately shifts burden to customer to contact ISP.
Call Transcript22 turns · 24 lines
Speaker 1
Oh. Hi, I've just been speaking to my board number side because my link box, it's had a problem since yesterday and she said to me to give you a call because it's on purple and she said it might need an upgrade, which they can't do from their end, but you'll be able to do from your end because it's owned by you. Yeah, it's like a, it's a light, it's a light pink, purple. Yeah, let me just, I've just got seen on my phone, it's 5.5. [silence]
00:00
Speaker 2
welcome to Linksys support to assure quality service your call may be monitored please remain on the line for assistance [silence] thanks for calling Linksys: my name is Josh how may I assist you today? I see and got this one mom yes if the light on your router is showing solid purple or pink that indicates that the device has been reset yes don't worry ma'am I'll make sure that I can walk you through and how to reconfigure the device uh before we get started may I have the serial number of this router Mhm. Mhm. Thank you so much for that ma'am. So let me verify again the serial number of the router, okay? So it's 554f Fox 107-560312. Is that correct? Thank you so much for confirming. And by the way, was this device provided by your Internet service provider or did you purchase it? Sorry, or did you- Mhm. I see. Got this one. And may I know- sorry May I know again, who's your internet service provider?
00:00
Speaker 1
so it's it's uh i think it's it's cuckoo but it's changed to somebody else and i can't remember who it is but it's currently cuckoo. Yes. five times within five seconds like Hmm. Yeah. One, two, three, four, five. I've done that. Yeah, it's white. It's flashing white.
02:00
Speaker 2
I see, got this one. So, just confirm, you only have one Lynxus router, correct? All right. So, yeah, if the light on the node is still showing solid pink, kindly press the reset button. And, no, sorry. Press the reset button on the device five times within five seconds. Yes, ma'am. That's correct. So, it's like press-release, press-release five times. Thank you. Thank you so much for that one. And, is the light on the router starting to flash? That's great to know. That means,
02:00
Speaker 1
Yeah, hopefully it'll go blue and then I'll know it's working. Stuart L O U I S E Louise. It's L underscore, Stuart S T E W A R T, 2024.
03:00
Speaker 2
that the device is now trying to reconnect to your modem. So for now, we will observe its light for 1 to 2 minutes. Yes, ma'am. And yeah, while observing the light on the router. May, know. Sorry, may I have your first and last name? I'm sorry, how do you spell your first name, ma'am? I see, so it's Louis. All right, and what about, sorry, yeah, Louis. Sorry about that one, ma'am. And what about your email address?
03:00
Speaker 1
It's on, it's red, it's on red. If no, it's just a steady red. Yeah, that sounds.
04:00
Speaker 2
All right, thank you so much for that one. Thanks for watching! So is the light on the [blank audio] flashing red. That correct? [blank audio] see the red. I see. I see. Uh just to make sure, let's observe its light for another one- 16 minutes. Uh-huh. [silence] I'm sorry ma'am, is the light on?
04:00
Speaker 1
Yes. Oh, do you need me to say it all? Well, my, they're connected to eCHO, both to the same cloud. So, I'd have to unplug it. Okay...
05:00
Speaker 2
on the router. Still showing solid red?
05:00
Speaker 1
I've just turned it on and turned it off and turned it back on again. So, I've got to give it a few minutes to sort itself out. Yeah, I've done, I've done both of them several times and then, uh, tech support were like, oh, you know, we can't send anyone out till Monday. And I was like, I rang you like yesterday morning. There's no, I've got two autistic children. There is no way I'm waiting until Monday. I want to make a complaint. Put me through to somebody else. And she said, oh, well, I've had a lot of customers say that, you know, if it's just the link box that, you know, I'll give you this number. You ring them up and it's pretty much shorty. I said, okay, I'll just go down that route because there's no way I've got two autistic children. I can't go a whole weekend without no, uh, internet service or use of data as it is. Thank you. [silence]
06:00
Speaker 2
Ah, Thank you so much for that one. And the device that was provided by your internet service provider, like, did you already rebooted or restarted that one as well? [silence] Yes, ma'am, I totally understand, however for the
06:00
Speaker 1
ng. Yeah. Yeah. No, I don't. I I just I use my phone and my tablet. Yeah, it's blinking at the moment, but my other box is still trying to sort itself out at the moment.
07:00
Speaker 2
this one and if after like we rebooted this modem and the light on the router is still showing solid red uh we really need to check if your modem has an active internet connection ma'am since all routers including ours are dependent from the modem uh yeah to to do that or we we can also like sorry we can also manually check if the modem has an internet connection uh do you have a computer uh huh do you have computer ma'am that can be wired directly to your modem I see I see yeah for this one uh let's wait again for one to two minutes and again if the light on the router is still showing solid red um I really uh huh yeah got that one so [silence] [silence] yeah I got that yeah I got that.
07:00
Speaker 1
Yeah. Well, the GE 10 isn't coming on, which is meant to be on. The only ones that are on are my pop thing is the power and the P-O-N and then the really true is a solid red at the moment. Yeah. Sorry, what was that called? On, ah stop, I can't even speak, what was that? It was called the, I need to look it up cause I just know there's an engineer coming out on Monday, that's all I know. Oh, so you can't, you can't physically, you can't physically check my, my tower floor. [silence]
08:00
Speaker 2
Oh, your modem, which is the source of the Internet, really does not have an internet connection as of the moment. So, for this one, since we don't have a computer that we can manually check if the modem is really online or working, uh-huh. So, yes ma'am, for this one, we I would really recommend contacting again your Internet service provider and have them or request for an on-site technician so that they can physically check the device itself, ma'am. Uh, Oh, yes, ma'am. So I'm afraid we really need to wait for your Internet service provider to come up your house so that they can physically check if your modem is still working or not. Since again, ma'am, even though we.
09:00
Speaker 1
thing from your end then for that. no i mean there was three lights before but now it's suddenly gone to two. so i'm not i don't even know what's happened now because there was three before no i know.
10:00
Speaker 2
Yes, ma'am, because our router is, is just, like, dependent on your modem, which is the source of the internet. So even though we will reset this Linksys router multiple times and and your modem really does not have an internet connection, the Linksys router will really will uh-huh. Yes. uh, regarding with your yeah, regarding with your issue, ma'am, the thing is uh our router is dependent on your modem. So even though, like, we will try to reset and reconfigure the Linksys router multiple times, it will like it will never get online as long as your modem does not have an internet connection. So for this one, since we you mentioned that you already rebooted, reset the, uh, reset the Linksys router and also re
10:00
Speaker 1
yeah okay alright okay yeah okay Okay, I'll let um I'll ring them and let them know then Yeah, I mean, the first time, it's gone red now. It was pink before, and now it's gone to a different color, so
11:00
Speaker 2
booted your modem, and the issue persists, like, the light on the Linksys router is still showing solid red? Uh, we, uh, huh. So, for, for that one, we really need to contact, again, your Internet service provider and have them check the connection on your modem. So, again... Oh, yes, ma'am. So, and if we do have a computer, Uh huh. so, we can only check on our end if we do have a computer that can be wired directly to the modem, okay? other than that, yeah, yeah, other than that, it will depend on your internet service provider. And don't worry, rest assured that Uh huh, ma'am. So, yes, ma'am. Uh, one less... Yes, ma'am. And don't worry, as long as the modem has like gone back online, rest assured that the light on the router will just turn to solid blue. yeah, yeah.
11:00
Speaker 1
okay fine i'll talk to the customer service people because they weren't very helpful so i've got a person i can talk to directly and then i'll let her know and and see and see what she says okay that's great thank you very much for your help thank you bye
12:00
Speaker 2
Yes ma'am, so currently yeah the router really does not have an internet connection. So Mmhm. Yeah, I understand ma'am. So, and yeah thank you so much for your cooperation, cooperation and understanding. Don't worry if you need further assistance regarding with our device. Just feel free to give us a call. You're most welcome and thank you again for calling Linksys ma'am, you have a great day. Thank you ma'am. Bye for now.
12:00