V2 Rubric Detail — ee480b8c-7672-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:05
Duration
61m 18s
Contact
Brandon Liu
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00135683
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall72.9% (+50.9)

V2 Grader Summary

The agent ultimately got the router online, confirming a solid white LED and functional Wi‑Fi, which satisfies the customer's issue. While the troubleshooting was thorough and ownership was clear, the call lacked strong empathy, clear framing, and introduced some unnecessary steps, and an incorrect default password was given.

V1 Case Analysis

Customer reports no internet after Spectrum modem replacement. Agent used unsupported Zoho remote session, provided incorrect default password (admin12345!), did not verify router model, and skipped core WAN diagnostics. Router remained offline. Issue unresolved.

Troubleshooting Steps
  • Asked customer to connect PC to the modem
  • Attempted remote session via join.zoho.com
  • Requested MAC address from the router
  • Queried default Wi-Fi SSID and password
  • Reconnected router to modem and observed LED status
Key Observations
  • Agent never collected router model or serial number.
  • Used an unsupported remote-access tool (Zoho) instead of Linksys remote support.
  • Provided an incorrect default admin password (admin12345!).
  • Did not follow the standard WAN troubleshooting flow (direct modem test, router admin UI check).
  • Call ended without a clear resolution or next-step plan.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Agent attempted to gather MAC address and Wi-Fi credentials to help.
Agent Errors / Gaps
  • Missing router model/serial collection (protocol breach).
  • Incorrect remote-access method (Zoho) – not a Linksys tool.
  • Incorrect default admin password (admin12345!).
  • Misguided MAC-address handling and suggestion to add it to the router.
  • Failure to verify WAN status via router UI or modem test.
  • No concrete next steps, escalation, or callback scheduled.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms resolution with 'you are now all set' and observes the router light is solid white, and customer has internet via Wi-Fi.
R2 Met Diagnostic thoroughness conf 90%
Agent walks through power‑cycling the modem, direct‑wired test, remote‑access session, MAC address entry, and router setup steps.
R3 Met Correct resolution path conf 90%
Agent follows a logical path – isolate modem, then router, then configure Wi‑Fi – without dismissing the customer or invoking warranty prematurely.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies symptoms (no internet, red/blue router LEDs), asks about modem model and lights, and proceeds with systematic troubleshooting.
T2 Met Appropriate tools / resources used conf 85%
Agent uses a remote‑support tool (join.zoho.com) and requests the MAC address, appropriate tools for the scenario.
T3 Not Met No misinformation conf 80%
Agent provides an incorrect default router password (“admin12345!”) which is not the standard Linksys default.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent keeps the call moving but does not clearly set expectations or timelines; many silences and abrupt transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent generally uses understandable language but some instructions (session IDs, MAC format) cause confusion for the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remains on the call, does not transfer, and takes responsibility for resolving the connectivity issue.
O2 Met Proactive follow-through conf 90%
Agent guides the customer through concrete next steps (connect cables, run remote session, verify Wi‑Fi name) and confirms resolution.
O3 Not Applicable Closure confirmation conf 100%
The transcript does not show whether prior case history was referenced or handed off; continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required because the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent uses polite phrases (“thank you”, “I see”) but does not explicitly acknowledge frustration or show strong empathy.
X2 Partially Met Tone & rapport conf 70%
Agent maintains a consistent tone but does not noticeably adapt to the customer’s confusion over session IDs and MAC address.
X3 Not Met Overall experience conf 80%
Customer is asked to repeatedly reconnect cables, run a remote‑access session, and re‑enter information, creating unnecessary effort.
Call Transcript76 turns · 81 lines
Speaker 1
This is Lin with technical support. This call is recorded for quality assurance. Please hold as we connect you to a links expert. Hello. This is Paul from links customer assurance. His team. May I speak to Brandon? Okay, so this is actually a follow up call regarding your concern about your links router sir. If this calls are the best time for us. I'd like to work with this ticket. So, yeah, I just want to confirm sir. You cannot go online connected to the router right? So meaning the router stop working. Right. Okay. So according to the record how many nodes do you have in total? Well how many routers do you have? Just one. Okay and your ISP sir is uh... spectrum? Spectrum. Uh yeah it's spectrum. But according to the record what is the make and model of the modem that they provide to you?
00:00
Speaker 2
Yes, this is him. Hmm. Uh, yes. That's correct. Yes. Yes. Just one. Yeah. Yes. I think it was like MX-69, 4412.
00:00
Speaker 1
uh no sorry i mean the model the model of the modem the spectrum model yes okay yes sir just take your time
01:00
Speaker 2
2 0. Uh the spectrum modem I need to go check, it's upstairs. Give me one second [silence]
01:00
Speaker 1
a pine 251 yes yes that's that's correct actually that's right thank you very much for this information so and let me just double check with us specification of this modem a hold on okay so this modem has only one LAN port right on the back and the others are voice port correct one Ethernet port and two yes modem has only three ports so one for the internet correct and the others for voice voice voice port right okay okay so do you have
02:00
Speaker 2
and u two two five one is that okay sorry say that again mm-hmm uh-huh
02:00
Speaker 1
the panel what is the light that is lit on the modem right now so what's the color of the light is it blue for power and online light okay okay
03:00
Speaker 2
Sorry, give me one moment. [silence]
03:00
Speaker 1
How was it going? So are yes. OK, so since he restarted or she restarted it, it's straight that it turns back to solid blue. And OK, and I'm about this one that is it. OK, we do that. I do a remote access to your computer so we can configure the router?
04:00
Speaker 2
okay, yeah, it's the power, my mom just restarted us the power's on right now but then the online is flashing, yeah, okay.
04:00
Speaker 1
seslessly, because I believe you can connect this computer directly to the modem. Yes, if that's okay. Yes, if that's okay with you, sir. Okay, yes, so just connect your computer for now, so wired to the modem. Okay. Yes, via wired connection for now. So we will have internet access to the computer, so we can do the remote access. [silence]
05:00
Speaker 2
Uh, yes. Yeah, we can do that. Yeah, that's fine. Connect my computer to the modem. Okay, let me connect it right now. [silence]
05:00
Speaker 1
Connected to the modem, so okay. because I believe this is working fine. this is yesterday there directly to the modem.
07:00
Speaker 2
Okay. Um, well I connected my PC to it, but the is like not working again. I think we just, all right. Give me one second. Yeah, I connected to the modem, but we just restarted it. I don't I'm not getting internet anymore.
07:00
Speaker 1
I mean the status light on the modem, both Internet and power light. Is it blue, solid?
09:00
Speaker 2
Okay, yeah, I'm not getting internet when i connect it directly to the modem right now. So? I Yeah, the online and power are are both solid right now. That one. That one. Our
09:00
Speaker 1
Okay, try to restart again, sir. The modem with the computer connected wired to it. Yeah, because sometimes this happens to the Spectrum modem. You need to perform a power cycle when you connect a device. how is it going sir? what's the that's right in the moment right now okay mm-hmm is it online sir? does it have internet okay good. so now let me let's do a remote access to that computer sir, please open a browser.
10:00
Speaker 2
[silence] I just restart it and it's just went back to solids. Let me, let me check my PC again. Okay, it's connected again.
14:00
Speaker 1
Okay, launch Chrome, yeah whatever browser you have on the computer. Then kindly access this website. Okay, so on the address bar, please type join.zoho.com. yeah then press Enter. It should ask you for the session ID. Did it ask a session ID? Okay, so for session ID, please type in this numbers. Let me generate first. [silence]
15:00
Speaker 2
[silence] hmm okay [silence] oho oho oho oho [silence] okay [silence] hmm [silence] hmm [silence] it is oh oh oh oh oh oh [silence] hmm [silence]
15:00
Speaker 1
Okay, so the this, here's your session ID is zero, that's three, eight, four, zero, seven, five, four, five, five, then enter a name and click on join session. Okay. Correct. 455, yes. Oh 455, that's three, eight, four, zero, seven, five, four, eight, five, five. Yes. Oh, four, five, five, zero, no, not no eight.
16:00
Speaker 2
uh-huh. uh-huh. okay. [silence] 384-075-4555. [silence] what? it's saying invalid ID. was it two 5s or three 5s at the end? Uh-huh. oh, 4855. okay. Oh. four.
16:00
Speaker 1
okay all right okay good so yeah I'll just use this one and then okay so this computer is connected wired right so let me just check [silence] IBD
17:00
Speaker 2
5 5. Okay, got it. Okay. Yeah, correct. [silence]
17:00
Speaker 1
And does this computer has a Wi-Fi capability? So. Oh, I see. And yeah, because we might get there. Because I'm thinking that this alone.
19:00
Speaker 2
uh this computer does not have Wi-Fi capabilities now
19:00
Speaker 1
No one has a Wi-Fi capability.
20:00
Speaker 2
Oh, I see. I could probably plug this into a different computer if you would like. I mean, this is just the most convenient one. I do have a Mac that has Ethernet and Wi-Fi. Okay. Yeah, I can do that. Okay. Okay. Okay. Uh, just close it right here. It's somewhere down here. Oh, you close it? And... Okay. Okay, let me plug it in. Sorry, what?
20:00
Speaker 1
Yeah, you might need to restart. Anyway, yeah, so just restart the modem, see if that computer cannot go online when connected directly to the modem. How's it going, sir? I'm um hmm.
21:00
Speaker 2
I just restarted the modem, so let me, let me check my computer again.
26:00
Speaker 1
Okay, good. So, on your computers, please access again. Yeah, same thing. please access join.zoho.com. Okay, session IID sir, it's 460016, 195.
27:00
Speaker 2
[silence]
27:00
Speaker 1
Okay. Yeah, you. Hold on. So, uh, okay, four six zero zero one six. One nine five. Mm-hmm. That's a case. I said, that's four six zero zero.
28:00
Speaker 2
Give me the ID again. I could join, but it didn't take me anywhere. Uh-huh. Uh-huh. One nine four zero. Uh-huh. Oh, it says pop up window block, right? unblock that. Sorry. One more time. Uh-huh.
28:00
Speaker 1
016 195 you want the number again? Okay. it's not working [silence]
29:00
Speaker 2
自作 [silence] pop-up window [silence] enabled. Okay. I I yeah it was blocking. Um no I have it. Okay I think it should work now
29:00
Speaker 1
Yes, yes, I'm in.
31:00
Speaker 2
okay all right is it is it open? I'm sorry
31:00
Speaker 1
But it was the, I need your assistance regarding this. So can you read to me the MAC address? That makes I need that information. Yes, it seems to be small on my end. Can you please read it to me?
32:00
Speaker 2
Can I read it to you? Let's see. O. C zero, colon, one, one, colon, E, five, colon, seven, two, colon, B, E, colon, Enter. Clean it, please. C-zero, colon one, one, colon E, five, colon, seven, one, one, colon, B, E, Okay, so you have A, H, comma, F, B, hyphen, two. Oh, man, it's F, B. Underscore zero. Try this too.
32:00
Speaker 1
Oh, okay, so that's d0.11.E5-72.b.9.d, correct? Okay. Yeah, because I'm having a hard time just seeing it. Mine is actually very small. I cannot add there. Yeah, I'm having a hard time also copying this. Uh-huh. Yeah, there. Okay, thank you. Okay, let me enable the Wi-Fi this laptop. Okay. Okay, so is the router currently turned on right now? Sorry, is it powered on? Okay.
33:00
Speaker 2
Yeah. Yeah. Yeah. Yeah. Yeah. correct. I see. I see. Let me go check. I think it is, but it's lighting up red. [silence]
33:00
Speaker 1
won't you temporarily bring that router instead downstairs? Yeah. So you don't have to [silence] Do you have an extra cable for now so like a shorter cable so we can plug this one directly to the modem? Yes. Yes, yes, I got you. That's okay. So. Okay. Okay, so yeah let me know.
34:00
Speaker 2
uh sorry the router's upstairs and my computer is downstairs so it just takes me like 10 minutes uh yeah I I could do that but if I do that the cord from the modem to the router won't plug in unless I because it's just kind of a far distance. Um I have one longer cord and so I usually connect my PC to the router from that but then from the modem to the router we'd need a shorter one. I could connect yeah does that make sense? It's okay I don't mind going back and forth
34:00
Speaker 1
All right, so if you are next to the router.
35:00
Speaker 2
Yeah, yeah, it's on, but it's red right now. Uh huh. Okay. Okay, it is now solid blue. Oh, no, it's flashing now. [silence]
35:00
Speaker 1
[silence] And while you're waiting for the router to sort to be ready, can you flip the router upside down and can you tell me the default Wi-Fi name and the Wi-Fi password? Yeah, the default Wi-Fi name and Wi-Fi password. On the bottom. zero. B 7. Okay. And how about the default password? Okay. So, the letters are these small letters. Or capital letters? So, I can see that's T, Tango, Kilo, Alpha, Romeo, 5, Victor, 5.
36:00
Speaker 2
Um, Underscore Devlopsetup0b7.tk. a m 5 z 4 r 0 6. Yeah, all small letters. Yeah, all small letters.
36:00
Speaker 1
Okay, so what's the status light on the router right now? What's the color? Okay. And but also, it seems that we lost connection on the computer. Can you go back to the computer, sir? Please check if it's still online. Yeah, I lost the access to the computer.
38:00
Speaker 2
It is solid blue. Okay. Okay. Are you back? [silence] Okay. How do you want me to reconnect with? Okay, are you back? [silence]
38:00
Speaker 1
Okay, so for the default password I can probably use admin12345 exclamation for now. Okay, sir. Can you try to reconnect the router to the modem? Yeah, to the internet. Yes. Yes. Yes. We will get this connected from the remote access. [silence]
41:00
Speaker 2
Okay. we connect the router to the mod, okay, so I'm just gonna disconnect my computer.
44:00
Speaker 1
Okay, okay, so it seems connected now, sir. Oh, it's got the, yeah, can you double check, sir, the light on the router, is it uh white or what color? Ah, should the, should change.
45:00
Speaker 2
OK, can I get it to the motor? Yes. Yes, connected. it's blue right now, solid blue.
45:00
Speaker 1
still blue? yeah it just connected now yeah but it's already online already hold on it's already let me check the other things I think it just takes time to synchronize with the modem so we're shooting yeah hold on let me let me check something here is it still blue sir? that's weird cause it's already connected and online
46:00
Speaker 2
So I connected the router to the modem, okay? And it's still blue. Uh, yeah. Unless, well, it's not really changing, but. Oh, okay. Okay. [silence] Yes, so blue.
46:00
Speaker 1
and your Wi-Fi yes yes yes i can't the computer is back online connected via Wi-Fi to the router yeah so i'm wondering why the light is still blue yeah should be white by now yes yes i'm connected to belop setup by fine it's connected oh wow oh wow oh okay is it possible to use to bring this router to
47:00
Speaker 2
you're able to see that. Oh, really. Oh, I see. Uh-huh. Uh-huh. Uh-huh.
47:00
Speaker 1
can you connect wired to the router? yeah, so we have type two connections. your MacBook the Mac. yes connect the PC to the router. the one that I'm on right now. anyway, it's online so you can just move this router. okay can you check so if your PC is online when connected wired to the router? yeah, I should be able to get online. [silence]
48:00
Speaker 2
Do you connect the router to my PC? Okay. Oh yeah. Okay, I connected to my PC.
48:00
Speaker 1
I ES. Yeah, it seems I lost connection on the laptop. Yeah. Yeah. Yeah. No, no, no. That's okay. Back. I'm back. Okay. Yeah, I left the browser where I'm using Safari. I don't know. Yeah, I got it there. I got it back. Yeah. Okay. So, can you do a little check again? So, the light on the router, is it still blue? Mhm.
49:00
Speaker 2
uh, my PC's still online, yes. Is that what we you wanna be checked? I think I see you on in. Oh you like Oh. Uh. Okay. Uh. It's on the left. Uh, not VAH. Uh. Okay. Um, okay. It's on the left. Uh, not VAH. Uh. Okay. Um, okay.
49:00
Speaker 1
Okay, so let's try to run the setup on the router setup. Yeah, let's run the setup on the router. Can you go back to the laptop, sir? Yeah, to the Mac Book. Okay. Let's find out if you are next to the Mac Book. Okay, so please enter the name of your Wi-Fi, your Wi-Fi name you want to call for the router. You have typed in your Wi-Fi name and password. Then after that, click on setup underway. [silence]
50:00
Speaker 2
[silence] yeah, it's still blue. [silence] uh, still blue. [silence] yes. [silence] okay. [silence]
50:00
Speaker 1
Yes. So we will get disconnected from the remote i just and should be fine. I just. We yes. Yes. I was able to see this. When we connect. It's the other has now a new Wi-Fi name. Yeah, I think I get disconnected. Yeah, please go to Wi-Fi. Please, check, if you can now see that new Wi-Fi name that you created. Once you see it. uh yeah please go ahead and connect to that new Wi-Fi name and check if you are online.
51:00
Speaker 2
setup node. Okay. Okay. you are not connected to your router. Are you able to see this or? Uh-huh. Uh-huh.
51:00
Speaker 1
okay good it seems that it got reconnected yeah it seems that the computer reconnected to the hotspot yes can you see your Wi-Fi name sir you have to try to connect to your Wi-Fi okay I think it got reconnected okay so it seems that you are connected
52:00
Speaker 2
I don't see the Wi-Fi name that I'd created. Okay. Oh, the computer connects to my hotspot. Oh, I see. Oh, I see the Wi-Fi now. Yeah. Okay.
52:00
Speaker 1
back against the two Wi-Fi okay good can you double check one more time so it is status light on the router hopefully it should turn solid white Okay that's good alright that means we have successfully configured the router so okay yeah so E E yes yes as long as it's connected to the modem should be fine yes yes yes sir yes please go ahead make sure I'll
53:00
Speaker 2
Oke. Okay. [silence] Ya, biar saya ini. [sound] Tayc. [silence] Oke, ilmuwan. Oh, lan. Akhirnya putih sekarang? Okay. Apakah kamu pikir aku bagus untuk memindahkan router? Sehingga saya bisa cabutnya dan memindahkannya ke tempat lain selama disambungkan ke modem? Okay. Okay, okay. [silence] Biarkan saya, Maaf Please let me just do that real quick. Just because. [silence] I just moved it and then it's red now. Okay. [silence]
53:00
Speaker 1
Okay. Yeah, it will actually take time so let's give it some time. [silence]
57:00
Speaker 2
uh, it's still solid red. Uh, wait, no, it just flashed. Oh, it's sorry, I lied. Now, it's, it's, it's, it's blinking white.
57:00
Speaker 1
Okay, good to hear that one time. Okay, so it seems, yes, that would be outside. That means you are now all set, okay? So do you have any other questions or clarification? Yes. Yeah. Actually, the issue there is the Mac address. If you notice, you'll need to reboot your computer every time you connect it directly to the modem because your modem didn't automatically recognize the new computer. So what we did is we manually enter the Mac address of the Mac computer to the router. So the modem will recognize the Mac address. So the modem will think that the router has that specific Mac address.
59:00
Speaker 2
Okay, it's back to solid, right? Okay, and that would be, okay. No, I guess you, do you know what the issue was? Like, will this issue ever come back? Okay, okay, so the modem, um,
59:00
Speaker 1
it will go online yeah i yes yeah that should be fine okay all right and yeah once again my name paul yes go ahead yeah you're welcome and once again my name is paul from inquisitness customer assurance team have a great day and stay safe always bye bye so i already intend to do the remote support have a great day bye bye herself if you don't have any other question feeling release the call so we can adjust other clients thank you okay bye bye you're welcome bye-bye
60:00
Speaker 2
OK. OK. Oh, yes, yes, you can. Thank you. Bye. Thanks. Bye. Bye.
60:00