V2 Rubric Detail — e82612de-805f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 15:14
Duration
20m 28s
Contact
614-935-2830
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137267
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping of internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall62.2% (+42.2)

V2 Grader Summary

The issue was successfully resolved via factory reset and reconfiguration, with the customer confirming restored connectivity. However, the agent provided materially inaccurate technical instructions (LED colors, URLs, reset procedure), skipped foundational diagnostics before resetting, and failed to demonstrate empathy for the customer's frustration over recurring issues. Despite these flaws, the outcome was successful with clear next-step guidance.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'Everything else is connecting again' and thanks agent for help after factory reset and reconfiguration.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through a factory reset and ping test which restored service, but skipped foundational diagnostics (WAN status, DHCP, ISP health) before resetting.
R3 Partially Met Correct resolution path conf 85%
Factory reset was effective but used as first-line resolution without verifying simpler configuration issues, especially given the customer's month-long recurring problem.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent repeated symptoms but did not probe for WAN health, DHCP issues, or ISP stability before recommending reset; diagnostic questions were surface-level.
T2 Partially Met Appropriate tools / resources used conf 80%
Ping test was appropriate after reset, but agent failed to use router admin interface earlier to check logs, DHCP, or WAN status; relied on customer verbal reports instead of tool verification.
T3 Not Met No misinformation conf 95%
Provided materially inaccurate instructions: LED colors 'solid purple or hot pink' (invalid), URL 'myrouter.com' (should be myrouter.local), and 'press reset five times' (should be hold for 10-20 seconds).
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, provided step-by-step guidance, managed transitions smoothly, and closed with clear next steps ('observe connectivity within 24 hours').
C2 Partially Met Confirmed understanding conf 75%
Instructions were generally clear but included technically inaccurate terms ('hot pink', 'myrouter.com') that could confuse; no confirmation checks on critical steps like LED interpretation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed reset, guided reconfiguration, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Set clear next step: 'observe connectivity within 24 hours' and 'call back if issue persists'; follow-up expectation was realistic and documented.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced in transcript; this appears to be the first interaction for this specific issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was resolved at L1 after factory reset and reconfiguration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer's frustration over weekly resets or repeated issues; no empathy statements expressed despite clear signs of customer fatigue and annoyance.
X2 Partially Met Tone & rapport conf 75%
Agent remained polite but used a neutral tone without adapting to customer's evident stress; limited engagement checks during complex steps like ping test interpretation.
X3 Partially Met Overall experience conf 80%
Reduced effort by guiding reconfiguration, but introduced unnecessary complexity with invalid instructions (e.g., 'myrouter.com', 'five presses') that could increase confusion and rework.
Call Transcript32 turns · 35 lines
Speaker 1
right. I have been having some issues with my router. These uh, really the last couple of weeks. Um, I get a few different things. So, my IPv4 is not available, um, intermittently. It will intermittently drop connection completely. Um, right now my 5G isn't even up and then I get an error in Chrome, like the ERR address unreachable. So, there's just like a lot of things going on. And they're all like resolved once I do a hard reset, but I'm having to hard reset everything like once or twice a week.
00:00
Speaker 2
Welcome to Linksys 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
It's been going on and off for about a month. So, I haven't done like a full setup again. I've done, you know, the power removal of the modem and the router, waited 10 minutes, plugged in the modem, waited for connectivity, replugged in the router. Um and then I've also done like the reset network on the Linksys, um, app too.
02:00
Speaker 2
when did this issue started to happen chair and um when you tried to like reset it and set it up again like what process or what method did you use to set it up?
02:00
Speaker 1
No, I've used the like the reset network option in the Linksys app. Yeah, I got the E R R underscore address underscore unreachable is the one that I get usually when there's a problem. Okay.
03:00
Speaker 2
like did you like push the reset button at the back of this router? um okay I see. um did you encounter like error numbers when trying to access some websites? I see. so um since you've tried um those um those steps, um I suggest we do like a full factory reset on this router, like bringing in it back to factory default settings and then we will set it up again from scratch. so, um we need to like press the reset button. [silence] [silence] [Silence]
03:00
Speaker 1
Yeah. Okay. It was blinking red. Now it's solid blue. Okay.
04:00
Speaker 2
at the back, the red one. You press and hold it for 15 seconds. Okay. So let's just wait for it to boot up. Then let me know if the light will turn, uh, solid purple or hot pink.
04:00
Speaker 1
okay. It's like pink now. Solid. Okay, the red one again, five times. Okay. Blinking white.
06:00
Speaker 2
Okay, and then you press the reset button again but this time you press it five times. One press every second.
06:00
Speaker 1
[silence] Now it's flashing. Still white, but it blinks blue every once in a while. Oh, and now it's a solid blue. Yep, just said.
07:00
Speaker 2
Okay. Okay. Okay. All right, um, and then on your computer or on your phone,
07:00
Speaker 1
uh-huh um Okay. is it that password that's on the bottom of that modem for the router? okay. Okay.
08:00
Speaker 2
let's just use your computer instead. So that we can access the web interface after. So you go to your Wi-Fi setting and connect to the network name link sys. Yes sir. [silence] Then, once connected, try to check first if you have internet connection.
08:00
Speaker 1
Yeah, looks like I do. Yep. Mac. Yep. Yep. OK. [silence]
10:00
Speaker 2
OK, let's run a ping test first. Um are you using a Windows computer or a Mac computer? [silence] All right, can we open terminal? Um just search it on your Mac computer, like you click the magnifying glass logo and then search terminal. [silence] And then you type in this command, uh ping, google.com. let's let it run for five minutes then we will check if it it will give you some error for dropping of internet connection so i'll just set my timer So far, does it have like, errors?, like request timeout errors. Okay, good. And then, after this one, we are going to access the web interface of uh the router to change your wi-fi name and wi-fi password back to what it used to be. And make sure also that your connection is good and you don't have signal drop. And also vis vices.
10:00
Speaker 1
No, it's been intermittently like it's been literally just Google. It's been there's been no rhyme or reason as to why it's not at all the same thing. And then it's like different devices won't connect but then some will. So it's just there's been no consistency in the only way to fix it has been to just unplug everything and plug it back in. [silence] Nope. Yep. Still pinging. Okay. Okay.
13:00
Speaker 2
You can also try to access the pages that are giving you the error message before to check if they still have that error. Still no error? Still running smoothly? Okay. That's good. Um, you can stop now. Just press Control P to stop it. Then you can close the window.
13:00
Speaker 1
Oh, okay.
14:00
Speaker 2
Yeah, you can also ping that one to check. And then if there's no problem, you can access the website. I'm using the IP address or if 192 will not work, try to use my router.com. Are you still pinging 192.168.1.1? Okay. Okay. Um, when you stop,
14:00
Speaker 1
Yep. Okay, so eight transmitted, eight received, 0% loss. Yep. Nope. [silence] Trying, but then it says to download the app. Is there some way to go around that? Yep. Oh, wait, it just went. Okay. Yep, perfect.
15:00
Speaker 2
pinging, like, if it's still running fine you can stop pinging, and then kindly give me the final result, result for packets sent, lost and received. okay, good, okay, that's good, there is no dropping, so you can now access the web interface using the IP address, um can you see a picture of two smartphones? yeah, finally, click that picture, yeah, okay.
15:00
Speaker 1
Okay. And then the router password. Okay. Okay. Yes. Yep. Yep. Yep. Okay. Yes. Okay. Yep.
16:00
Speaker 2
You can use admin since we reset it. You're on the smart Wi-Fi tools. All right, Carly, I'll scroll down at the very bottom of that page. And can you see end user license agreement, privacy statement or, okay. Can I click CA the last option? And then after that, it will bring you to the same page. And then on the left side, you go to WiFi settings. That's under router settings. Then there you can change your WiFi name and WiFi password back to what it used to be.
16:00
Speaker 1
okay, Do you polet let's judge it's applying changes might lose connectivity
17:00
Speaker 2
if you don't want to separate them just name them the same or if you separate them it's up to you.
17:00
Speaker 1
And then is everything else still fine the security mode the Wi-Fi mode the broadcast. Okay. Okay. Okay. Yep. Say waiting still. Okay. Looks like it. Yep
18:00
Speaker 2
and then after that, you just refresh the Wi-Fi list on your devices and then reconnect again to your network, if they will connect automatically. It did work Okay good. [silence]
18:00
Speaker 1
[silence] Okay. it's on my phone just fine now too. it looks like
19:00
Speaker 2
can try other devices to flow set they will connect at the same time okay that's good [silence]
19:00
Speaker 1
Everything else is connecting again because the device list is growing. Okay. Yeah. Okay. Sounds good. Thanks for your help. Yeah, you too. Bye.
20:00
Speaker 2
Okay, good. So, um, just observe your connectivity within 24 hours, if it will still drop or not since we did a full factory reset. And then after that, just feel free to call us back if the issue still persists. You're welcome. Thank you for calling, lintlesser. Have a good day. Bye.
20:00