V2 Rubric Detail — ec32b526-7966-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:17
Duration
35m 17s
Contact
Mark Glenn
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136038
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall54.9% (-1.1)

V2 Grader Summary

The agent performed basic troubleshooting (power-cycling, checking Wi-Fi visibility) and correctly directed the customer to contact the ISP, offering a router reset if needed. However, the issue remained unresolved, the diagnostic depth was limited, and the agent provided materially incorrect technical guidance (default Wi-Fi name), resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to get internet after power outage; performed modem/router power-cycle, advised to contact Spectrum ISP; possible router reset if issue persists.

Troubleshooting Steps
  • Collected serial number and email
  • Instructed power-cycle of Spectrum modem (30 s) then router
  • Checked that Wi-Fi SSID appears on phone
Key Observations
  • Agent collected serial number but misheard the email address (transcript: 'gmail.h').
  • Power-cycle instructions were correct and appropriate for the symptom (transcript: [18:00]–[21:00]).
  • Agent never accessed the router’s web UI to verify WAN status or DHCP — a missed opportunity for deeper diagnosis.
  • No case/ticket was opened despite the issue requiring further tracking.
  • Communication was fragmented with long silences and repeated clarification requests (e.g., [12:00]–[14:00], [20:00]).
  • Agent correctly identified that the router appeared online in system logs (transcript: [15:00]), supporting the ISP-side issue theory.
  • Agent accurately advised that a factory reset would revert settings to default (transcript: [17:00]), showing correct technical knowledge.
Positive Highlights
  • Collected essential device information (model, serial).
  • Provided correct power-cycle procedure for modem and router (transcript: [18:00]–[21:00]).
  • Acknowledged the outage and offered empathy.
  • Suggested appropriate escalation to the ISP (Spectrum) after ruling out basic local issues.
  • Correctly explained that a factory reset would revert Wi-Fi settings to default (transcript: [17:00]).
  • Accurately interpreted router status from internal system logs (transcript: [15:00]).
Agent Errors / Gaps
  • Did not verify WAN connectivity via router admin page (e.g., http://192.168.1.1 or http://myrouter.local).
  • Failed to create or reference a support case number.
  • Did not check or document warranty status.
  • Provided vague next-step instructions without confirming success.
  • Poor call control – long silences and repeated clarification loops (e.g., [12:00]–[14:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Internet remained unavailable; agent deferred to ISP without confirming root cause or completing router reset.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed basic steps (power cycle, Wi-Fi check) but skipped key diagnostics like checking WAN IP or accessing router admin page to verify connectivity.
R3 Met Correct resolution path conf 95%
Agent correctly identified likely ISP issue, advised contacting Spectrum, and offered router reset as next step if unresolved.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (Wi-Fi not visible, internet unavailable) and asked a few clarifying questions, but missed deeper diagnostics like WAN IP check.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to verify the router status is online, which is an appropriate tool for the situation.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated default Wi-Fi name would be 'Linus's Wi-Fi name'; EA9300 defaults to 'LinksysXXXX' per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided the customer through power-cycling and next-step instructions, but did not set clear expectations at the start and the call had many pauses and repeats.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but repeated the Wi-Fi name multiple times and did not consistently confirm the customer's understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, provided troubleshooting, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 90%
Agent gave concrete next steps (power-cycle, call ISP, possible router reset after 24 hours) and a rough timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry to hear that, sir' and expressed understanding of the storm outage, but overall empathy was minimal.
X2 Partially Met Tone & rapport conf 80%
Agent remained calm despite the customer's frustration, but did not fully adjust pace or repeat information to ensure comprehension.
X3 Partially Met Overall experience conf 80%
Agent avoided unnecessary repeats for most steps, but the customer had to repeat the Wi-Fi name multiple times and the call involved many silences.
Call Transcript55 turns · 59 lines
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. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
[silence] looking good. [silence] Is it blackout? [silence] It's pretty old. I have a leak system, router connected to Spectrum modem. And uh my lights went out yesterday and and now I can't get um my cable TV to work. And he told me that he gave me a number and [silence] Yeah [silence]
04:00
Speaker 2
[silence]
05:00
Speaker 1
You need to know my number. You mean the serial number? Model number. Okay, I got to look at it. It's plugged up. It's in the area. I got to get to the back of it and look at it. Okay. Hold on. I'll give it to you. Just hold on. Bye. Okay. Let me streak. Located in the back or on the side or where? Okay. The back. The bottom. Okay. Okay. Did you take him underneath? Oh yeah, I see it. Hold on. Yeah, it's underneath. Yeah, I see it. I gotta turn it sideways.
06:00
Speaker 2
I'm sorry to hear that, sir. May I know that serial number of your [in-audible]. Yes, the serial number of your link is [in-audible]. At the back, at the bottom of your links [in-audible]. Yeah, underneath.
06:00
Speaker 1
Can't see it. I have it now. Okay. Serial number is 18 R 1060 B7 01 037, that's correct, my name is Mark Glenn [silence]
07:00
Speaker 2
All right, I will read it again. The serial number is one eight or for Rose, one zero 6.0. Be for boy, 7.0, 1.037. Is that correct? All right. I'll create a record for you sir. May I have your name?
07:00
Speaker 1
Yes. Yes. Yeah. Do you lend? Email address, mark, M-A-R-K-E-G. 6713@gmail.h. Yes. Yes. Yes. Yes. Yeah. My internet service provider, Spectrum.
08:00
Speaker 2
Mark Glenn, M-A-R-K-G-L-E-N-N, all right, all right, thank you, Mark. Uh, what about your email address? Um, it's, uh, just your first name, Mark, and then G for George, 6-7-1-3, just simple, at Gmail.com. All right, thank you, Mark. And, and who's your internet service provider? 0:29 Uh, okay, that's, uh, good. All right.
08:00
Speaker 1
[silence] Cleveland, Ohio. Cleveland, Ohio. Yeah.
09:00
Speaker 2
Ah, All right, So, Mark, where are you calling from? What part of US? Yeah. What part of US are you calling from? Pardon? [silence] All right, Mark, your router model is EA9300. and this is the only routers router you're using, right? All right. Mhm.
09:00
Speaker 1
It's old, it's very old. I said, what? Right, right. The internet's working. It's not, uh, working. Um, yeah. Yeah, my router's on right now. yeah
10:00
Speaker 2
You said, Yeah, it's fine. So, you said, uh, you cannot, uh, access internet. Because Uh, you said that you cannot access your internet? All right. Uh, I need to check, uh, to know if your router's light is still on. All right. Um, do you see the wi-fi name of your router on your
10:00
Speaker 1
the wifi wifi name I don't understand what you're saying. The wifi name. I I don't. Wifi name. Yeah. I can't see none of it. Yeah. Yeah I do. Uh uh my name. Yeah my name is Dozy. Hold on I'm going out. It's D-A-L-Z-Y 01037.
11:00
Speaker 2
In your phone's Wi Fi setting, can you still see your Wi-Fi name? Yeah. Your router's Wi-Fi name. When you connect to your internet, don't you have a Wi-Fi name? Yeah. are you you can see your Wi-Fi name? Yeah. So that's your Wi-Fi name:CSS01_037. And you cannot see that Wi-Fi name on your phone Wi-Fi, list of available Wi-Fi.
11:00
Speaker 1
list of available Wi-Fi networks. My Wi-Fi network? You talking about my hold on. ya? I'm I'm I'm I'm using my phone. Hold on. I'm using my phone with you. So I got to go where's Wi-Fi setting on my phone at? About. Is that it? My internet. Okay. uh, yes, there's Android. Android. Yep. But that's the phone is not connected to. So I got his own.
12:00
Speaker 2
yes. uh. if you go to your phones uh. Wi-Fi settings and you will see the list of Wi-Fi network names. uh check if you can see the. [silence] Wi-Fi. your internet. [silence] what phone are you using? it an android? what phone are you using? android or iOS? android.
12:00
Speaker 1
you've got to do Wi-Fi. I think, I think I know what you're talking about. Hold on. I think I wrote it down. I got, I wrote it down. I think I know what you're talking about. Help me go there. I gotta get there right quick. Okay. Okay. Oh yeah, yeah, yeah. Okay. You mean on connected. Hold on. You mean on the connected devices or connections? That's where they'll be located? Hold on, I'm, I'm, I'm going there. Yeah, Wi-Fi. Okay, I, I, I hit connection. Yes, says Wi-Fi. The first one. Wi-Fi. Huh? You'll see my Wi-Fi name. Hold on. Rosy. Hold on.
13:00
Speaker 2
[silence] connection connection settings connection Wi-Fi. All right. Can you see your Wi-Fi name? Yes. Can you see your Wi-Fi name
13:00
Speaker 1
hold on. I look at mobile networks? This Wi-Fi suffered from that Wi-Fi, but hold on I look at the mobile networks I guess. Do the change in you know? I'm going back. I'm trying to find it for you. Okay. On Wi-Fi. Yeah, there it is. Yeah, Dosey. Yeah. Yeah, I see it. Can I connect to this? Okay. A lot of them connect it it by touching it, right? Yeah. Yeah. It says it's connecting, but then it goes out. It goes out.
14:00
Speaker 2
Yeah. So you can see your Wi-Fi name Duzzy. Okay, can you connect to that? And tell me what that, yeah, connect to that Wi-Fi name. And tell me what does it say once you connect on that? Yeah, just, uh, tapping on that name.
14:00
Speaker 1
and then it didn't come back. I touched it, it left. Okay, it came back. It just came back right now. It's going in and out. connection fault that's what it said. Want me to touch it again? [silence] Yeah, and he said that my modem was in excellent condition and all that, but I don't have no I mean, the signal ain't going to the TV. You know, I'm not getting no cable channels. I'm not getting whatever I I pay for it through spectrum. It's off, okay?
15:00
Speaker 2
Yeah, try to connect it because I've checked here on our system and it shows that your router status is online, which means your router was not disconnected. Uh, since our system shows that it's online.
15:00
Speaker 1
No, it's other things here too, but I haven't, I'm just watching TV. I don't have nothing on turn on. It's like gaming systems here and stuff like that. That's connected to my Wi-Fi. A lot of things connected to my Wi-Fi, you know? My son, no, no, No, I'm not on a, no, no, no, I'm not, no, that doesn't happen. No, it's just that the weather knocked it out yesterday. A bad thunderstorm knocked it out yesterday. When it blacks out, when it does that, since I had this TV, this TV that I have, it, it, it always, this is the second time that this has happened. No, it just, it just knocked out.
16:00
Speaker 2
[silence]
16:00
Speaker 1
knocked out the signal. No, it's none of that.
17:00
Speaker 2
What you can do is that to turn off your TV, so it will have, uh, fresh restart. Turn it, turn it off and then turn it back on. And try to reconnect again to your Wi-Fi name because a system shows that your router is online. It's connected and online. So maybe it's your TV, uh-huh. Mhm. Yeah, Mhm. So what you need to do, [silence] what you need to do is [silence] we can do a reset and reconfigure, but if we do that, everything will revert back to its default settings,
17:00
Speaker 1
k k okay you said the the the router and the um the spectrum right the modem unplug them and that's 30 seconds okay I'm I'm I'm about to do that right now [silence]
18:00
Speaker 2
So your Wi Fi name Darcy will no longer work because it will with revert back to its default Wi Fi name, which is the Linus's Wi Fi name. So since uh it's just a power outage. I think what we can do is to do a power cycle on your modem, your internet box from spectrum. Just turn it off and plug it from the power outlet. Give it 30 seconds and then plug it back in. And you also have to do a power cycle on your router. Unplug it also from the power outlet. Give it 30 seconds and then plug it back in. Yeah, the spectrum modem. Yeah, because yes. Yes.
18:00
Speaker 1
30 seconds. OK the Spectrum 1st. OK. Uh-huh. Okay. Uh-huh. Yeah I'm plagging both. OK. Uh-huh. Yeah. Yeah. OK. [silence]
19:00
Speaker 2
Yes. Uh, start with your spectrum modem first. Yeah, turn off your TV. Uh, let's power cycle first your modem and your router now. Once you have unplugged the power adapter of your spectrum modem from the power outlet, wait for 30 seconds.
19:00
Speaker 1
Yeah, can you, can you just, just tell me when it's about 30 seconds, because I plugged them up. Tell me to plug them back in. Oh, yeah, is it 30 seconds right now? Because I'm not timing it. You're talking about 30 seconds, isn't it? Okay. Okay, I will.
20:00
Speaker 2
yes sure yes after 30 30 seconds you were going to plug back in your spectrum modem and also your router link your linksys router yes so you can first plug back in the power adapter of your spectrum modem so start start first with your modem okay do not plug your linksys router your modem first we need to make sure that your spectrum modem's light especially its internet uh light indicator should be
20:00
Speaker 1
Okay. I got them both plugged in. Um, yeah. There's two blue lights on the modem. Well, the one underneath is white at first. The Linksys is flashing and the modem. uh huh oh okay stabilize I heard you okay I heard you silence
21:00
Speaker 2
Okay. Stabilize first. Okay. Okay, let's just wait for the lights to stabilize, okay? Let's wait for the lights to stabilize, or to stay solid. Okay? Yeah. Okay, because at first they will first boot up or putting up [silence] the machines, then after that the dehumidifier
21:00
Speaker 1
Okay. [silence]. Wow. It's taking them quite a while to stabilize. Wow. [silence]. Yeah. Okay. Yeah, they, they gave me your number, you know, uh huh. And now a message came up on my phone about that. [silence] And I'm, can we have so many payment options? Sorry? Yeah, we do have many payment options, from check card, check, checks, faster payments, wire transfers.
22:00
Speaker 2
you already call spectrum and they said that your internet line is okay. Yeah. Because, yeah, because I have to tell you that, uh, your routers depends on your, that's do modem. Uh, even if your router is, or connected if the spectrum modem is not supplying an internet then, there's nothing we can do about it. We have to wait for your internet provider. But if
23:00
Speaker 1
[silence] I can't read it, it's so fast, it just came up and it went off. it was about [silence] about trying to connect. Okay, they're [silence] [silence] they're solid now, they stabilized. [silence] No. [silence] Okay, my phone. Okay, I gotta back up. Okay, hold on, I gotta go back to settings and go back to the WiFi [silence] [silence] [silence] will you give him my connection? Yeah. Yeah.
24:00
Speaker 2
mm-Hmm. all right uh... even the links is rather is stable now you can try to connect your phone first to your wifi name D-L-C-Z-0-1-037 If it's connected uh... it should say connected. But if it say connected, but without internet, then it only means that uh... there's no internet supply coming from your spectrum modem. Yeah. Settings, connections, wifi.
24:00
Speaker 1
[silence] ready. Um, I'm here but Doly never showed up. Yeah, I never. I'm in the Wi-Fi, but I don't see Doly no more. No. No, I I I I I I no, I I didn't do that until today. That happened. all happened yesterday. Now, Doly did just popped up. Internet not available. That's what it's saying. So, I'm on the phone.
25:00
Speaker 2
After the power outage, when your power was back, did you reset your router?
25:00
Speaker 1
what I do I touch it [silence] there is no internet coming from my spectrum Monah [silence] yeah they [silence] yeah, they spectrum send me to you. They gave me your number and told me to call you. yeah I checked them I called them first because this go ahead and talk. [silence] no, that's my that's my Wi-Fi name. That's that's the that the name I gave it my Wi-Fi, you know, going into this thing and um my son got got spectrum too. and he got three of them, he got he got three names.
26:00
Speaker 2
So if it's just, so if it's just internet unavailable, then it only means there is no internet coming from your spectrum modem. Yes, but can you check first on your Wi-Fi? There's no, yes, yes. Can you check? Yes. All right. I want to know if the Wi-Fi name does C01037. Is that, uh, your Wi-Fi name or have you changed your Wi-Fi name? So that's Okay. [silence]
26:00
Speaker 1
[silence] coming to the wi-fi again mine's just dulsy 01037. it's still saying internet not available. it keep going in and out. as a matter fact, I can see I can see the loading thing when it's loading up it's it's where it where the on is the word on and and it keep loading and every time it do do that it goes out. And then it's like it just went out when it just did it. Now it's gonna do it again when I do it again as it's gonna come back.
27:00
Speaker 2
and, then can
27:00
Speaker 1
like gone. Yeah. Oh, OK. OK, well. I'll check it right now. I will. Yeah, because that's a possibility that can happen. I have a cat, right? might cat be on top of the my my router she be resting up there. But when I checked it earlier, nothing seemed like it was loose. loose, no cables. Hold on, dark in this house. OK, here they go.
28:00
Speaker 2
Okay, can you check the physical cable connection of your router to your modem? Maybe the ethernet cable connecting your router to your modem is loosened. Check if it's properly plugged. Check if they are properly plugged.
28:00
Speaker 1
No, they're not loose. Uh-uh. not to the router. hmm. Okay. It keeps blinking going in and out on my phone. Other devices? Yeah, yeah, yeah, I do, but none of them is, hold on, none of none of them plugged up, I mean, they don't have a charge in them. Okay. Yeah. What I'm gonna do
29:00
Speaker 2
uh...okay try to connect okay try to connect again to your wi-fi name darsy uh... do you have other devices laptop ipad tablet try to connect to that mm-hmm try to connect to thatDatacloud.com [silence] sure you can also yeah you can also yeah you're gonna do that
29:00
Speaker 1
[silence] wow loading up [silence] wow it never took this long [silence] um yeah Yeah, we had like twenty eight hundred people stuff both. More than that. Doing this started last Monday. Right. Could be. Yeah, this thing ain't even coming on. It's telling me, it says, please wait. Never did that before. Okay, so what do I gotta do, call back later or go back tomorrow?
31:00
Speaker 2
... uh... not yet been... Uh...
32:00
Speaker 1
Okay. Yeah, I call spectrum tomorrow. [silence] Oh, okay. Oh, okay. [silence] Yeah, it's going on and off on my phone. Yep. So it's not, that's not a stable connection.
33:00
Speaker 2
I think you need to call your internet provider because they can check on the cable or their polls line so they can check on it because they have that on their end to check if the pulse on your area are good or bad.
33:00
Speaker 1
Oh shoot. Well. Right. Oh, okay. Okay, so I just call them back tomorrow and we'll do this again. Yeah, I got you. Okay. All right.
34:00
Speaker 2
Yeah, so it could be that your line in your area is still not all back all, it's tied temporally disconnected. So let's just observe it. And if after 24 hours, you still could not connect and we will uh do a reconfiguration. We will have to do a reset on your router if you're okay with that. And once we do a reset on your router, and set it up again. And if it still you cannot connect, then it only means that it is with your internet provider, the power line's connection may be damaged by the storm. Okay? Yes. All right. Thank you. Uh.
34:00