V2 Rubric Detail — e7ffbb42-7c73-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 15:27
Duration
9m 36s
Contact
Sedrek Brown
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00136701
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-22.9)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting, provided technically inaccurate guidance, and offered no resolution path despite clear KB requirements for red LED diagnostics. No ownership was demonstrated, no next steps were given, and the customer was left without empathy or a path forward, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports MX5500 node showing solid red LED and no internet. Parent node is solid blue. Agent advised power-cycling modem and node. No diagnostics performed. Issue unresolved. No follow-up scheduled.

Troubleshooting Steps
  • Collected serial number and model information
  • Asked about LED status of node and parent
  • Advised power-cycling the ISP modem and the Linksys node
Key Observations
  • Agent did not follow standard WAN diagnostics per universal_isp_modem_diagnostics.md (Step 1: test directly at modem; Step 3: check WAN status in router UI).
  • No verification of fix after suggesting power-cycle, despite customer stating it had already been tried multiple times.
  • Call ended without a clear resolution, next step, or escalation plan.
  • Customer email was requested but not recorded.
  • Agent speculated about possible causes (outage, accidental unplugging) without diagnostic validation.
Positive Highlights
  • Collected serial number and model information early in the call (transcript [01:00]).
  • Confirmed ISP (Spectrum), which is relevant for potential VLAN/PPPoE requirements.
  • Maintained a polite and professional tone throughout the interaction.
  • Correctly identified that one node should be wired to the modem as parent (transcript [03:00]).
Agent Errors / Gaps
  • Skipped essential troubleshooting steps: failed to instruct customer to test internet directly at modem (Step 1, universal_isp_modem_diagnostics.md).
  • Did not check WAN connection status in router web interface (Step 3, universal_isp_modem_diagnostics.md). Correct access URLs (http://192.168.1.1 or http://myrouter.local) were not provided or used.
  • Did not verify whether power-cycle resolved the issue; accepted no feedback from customer on outcome.
  • Failed to set a concrete next step or schedule escalation despite unresolved issue.
  • Did not collect customer email despite asking for it, missing opportunity to send KB links or follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states they restarted multiple times with no success; agent offers no resolution, RMA, or escalation path. Issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about LED status and confirms one node is solid blue, indicating some diagnostic effort, but skips critical steps like modem test, firmware check, or WAN connection verification.
R3 Not Met Correct resolution path conf 90%
Agent does not determine product status, check firmware, or offer appropriate resolution path (e.g., factory reset, 5-press, escalation); defaults to speculation without action.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to apply a logical diagnostic process. While they identify a red LED, they do not follow the required troubleshooting paths (Path C/D in led_intelligent_mesh_consumer.md) which mandate checking the cable, performing a specific restart sequence, or testing the modem alone.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB-mandated diagnostics used. The agent failed to guide the customer to the local web interface (http://192.168.1.1) to verify WAN status or perform a direct-to-modem speed test as required by universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
T3 Not Met No misinformation conf 95%
Agent provides unsupported conclusions, attributing the failure to an 'Internet outage' or 'someone unplugged the cable' despite the customer explicitly stating the equipment is in a locked closet. This contradicts the diagnostic requirement to isolate the ISP first via a direct modem test.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic call control by asking follow-ups, but interaction is disjointed, full of silences, and lacks clear framing or transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent uses simple language and confirms device behavior (LED color), but does not adapt to customer’s confusion or verify understanding of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership; ends call abruptly without commitment to follow-up, transfer, or next step.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up plan provided; customer left without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; there is no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue persists after multiple restarts and no progress made; warranted escalation to L2 or engineering (e.g., via 5-press for MX5500) was not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy for repeated failures; no acknowledgment of frustration or inconvenience caused by network downtime.
X2 Not Met Tone & rapport conf 90%
Agent maintains detached, scripted tone; does not adjust pace or style despite customer’s fragmented speech and evident stress.
X3 Not Met Overall experience conf 95%
Customer repeats information (e.g., model, serial); agent fails to streamline intake or reduce redundant steps.
Call Transcript18 turns · 19 lines
Speaker 1
Hi, yes. My network went down. I got with my internet provider. They ran tests. I use my router provided by my internet provider and then my network is working perfectly. So I'm trying to convert, so uh I was reaching out to you guys to help me troubleshoot this router to get, so I can put it back on, on your, on the router I purchased from Linksys.
00:00
Speaker 2
welcome to Lynx support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. [ silence ] Hi, thanks for calling Lynx. This is Mark. How can I help?
00:00
Speaker 1
[silence] MX-5543K10M2AB00795. Who's the internet service provider? Spectrum. [silence] [silence] [silence] SRREX is my first name. Last name Brown, blue like the color. [silence] [silence]
01:00
Speaker 2
What's a model number of the rood? How about a serial number? Who is your internet service provider? [silence] All right. Now, let me create a record here, shih. What is your first and last name?
01:00
Speaker 1
My first name and last name address Yahoo. I have three of them. I got two of them unpacked and the third one is still packed up. [silence] Could you hold on? [silence]
02:00
Speaker 2
how about your email address? Yeah. Oh, that um. How about your phone number, sir? uh let me repeat that. That's seven eight six three six, seven three three two four. All right. And then how many of this MX 5500 you have?
02:00
Speaker 1
No, I had them all set up. Um, I had them all set up. Um, but um, one of them I had packed up cuz we was we were working on that room in the house. Yes, me. Yes. I'm plugging it back. I'm plugging it back into the modem because um, um,
03:00
Speaker 2
Okay. So, supposedly one of the units should be wired to the modem. Do you have one that's wired to the modem? Okay. What's the behavior of the light on top of it? [silence] Okay.
03:00
Speaker 1
You were using the, the internet provider modem for a minute. So right now what it's doing? Is flashing red. And solid red. and solid red. The WOW is blue, solid blue.
04:00
Speaker 2
Yeah. Billion. Solid red. Okay. We'll give it two minutes. I want to to see what will be the final color of the light. and it's still blue is it still blue steady boom okay when it's blue it should be online Do you still remember what the Wi-Fi name
04:00
Speaker 1
this, uh, I'm gonna check right now. I will be able to tell you. I'm turning on my other laptop. I'm turning on the laptop right now to be able to check.
06:00
Speaker 2
Yeah, is it being detected by your devices? Like your phone or computer? Well, OK.
06:00
Speaker 1
Okay. Okay, if... The network is saying it'll be working now. Let me see if the other knows what color the other no just suddenly stopped working.
07:00
Speaker 2
[DOWNWEIGHT] Okay. Yeah, well, that I'm not sure. Probably there was an Internet outage from the Internet service provider, or someone may have unplugged the cable from the back of the router. Or when it happens at the middle of the night, that when it happens then the router restarts when the router moves. And then the network connection,
07:00
Speaker 1
Yeah. Well, we got it locked up and we got like the network on a box and nobody wasn't in there because I'm the only one who is in my closet. So I know nobody can touch the network box. [silence] OK. Yeah, I did that. I restarted both of them like 3, 4 times and it wasn't working. OK, well, thank you sir. All right.
08:00
Speaker 2
the back of the node going to the modem. there's probably speed of the power outage. It turned off the modem. It turned off the node and then when power came back, they didn't communicate so it just have to, sometimes you just have to restart the modem, restart the node. Should work afterward. You're welcome. All right.
08:00
Speaker 1
Oh, sorry. Oh, hang it up, man.
09:00
Speaker 2
I think you forgot to hang up, sir. Or do you need further assistance?
09:00