V2 Rubric Detail — ee902b46-7a51-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:19
Duration
32m 8s
Contact
Renne Zurn
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136267
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_no internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp4.29/5
Overall53.7% (-2.3)

V2 Grader Summary

The agent performed some troubleshooting (resets, five‑press, LED checks) and correctly identified the likely ISP provisioning issue, advising the customer to have Spectrum reprovision the modem. However, the issue was not resolved, tool usage was lacking, and the call contained confusion and extra customer effort, leading to a partial resolution outcome.

V1 Case Analysis

Parent node solid red, no internet after ISP modem replacement. Agent performed reset and 5-press, diagnosed ISP MAC provisioning issue. Advised customer to contact Spectrum to reprovision old modem and call back.

Troubleshooting Steps
  • Verified LED status of parent node (solid red).
  • Instructed a 30-second power reset of the parent node.
  • Performed a 5-press reset on the parent node.
  • Checked LED after reset (flashing blue).
  • Requested MAC address picture from the modem.
  • Diagnosed likely ISP provisioning issue.
Key Observations
  • Agent correctly used the 5-press method as a diagnostic tool on MX5500 (supported per universal_5press_models.md).
  • Agent accurately diagnosed the root cause: ISP service provisioned to the old modem's MAC address.
  • Agent failed to test the modem directly (no direct ethernet connection test or speed test), a critical step per universal_isp_modem_diagnostics.md Step 1.
  • No product model (beyond MX5500), serial number, or warranty status was collected — a major protocol miss.
  • Agent provided a clear, actionable next step involving the ISP (reprovisioning), which is appropriate given the diagnosis.
  • Long hold time (07:00–13:00) without explanation reduced efficiency.
  • Case number was given phonetically but not confirmed as logged in a system.
Positive Highlights
  • Correctly identified the solid red LED as a no-internet condition and used appropriate reset procedures.
  • Accurately diagnosed the likely cause as ISP MAC address provisioning mismatch after modem replacement.
  • Properly used the 5-press method as a diagnostic escalation (not a fix) on a supported model (MX5500).
  • Provided a concrete next-step path involving the ISP (reprovisioning) and set expectation for a callback.
  • Displayed empathy and thanked the customer for patience during a long call.
Agent Errors / Gaps
  • Failed to isolate the WAN connection by testing the modem directly with a wired device (per universal_isp_modem_diagnostics.md Step 1).
  • Did not ask for or record the router's full model number or serial number.
  • No warranty or support eligibility discussion was performed.
  • Extended hold time (07:00–13:00) without explaining the purpose or setting expectations.
  • Case handling was vague; the case number was given phonetically and not confirmed as logged.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent instructed customer to contact Spectrum to reprovision the modem and call back later; no internet restored during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, a five-press, asked for MAC address picture, and checked LED colors, but did not test the modem directly or verify WAN settings.
R3 Met Correct resolution path conf 90%
Agent concluded the likely cause is ISP provisioning (MAC address mismatch) and instructed the customer to have Spectrum reprovision the modem, which is the appropriate path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (solid red LED, no internet) and asked about modem model and cables, but did not follow a full logical flow (e.g., no WAN IP check).
T2 Not Met Appropriate tools / resources used conf 90%
No use of the router’s web interface, logs, or other diagnostic tools was observed, even though checking the WAN status would have been appropriate.
T3 Not Met No misinformation conf 93%
Agent instructed a five‑press reset without confirming the router model; per universal_5press_models.md, this is invalid for Cognitive Mesh (SPN/LN/MBE7000/MX6200) which requires the Pair button. Without model confirmation, this advice is technically risky/incorrect.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations (hold for 2‑3 min, gave case number) but the call contained many long silences and moments of confusion, indicating occasional loss of control.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite language and thanked the customer, but technical jargon (e.g., “five‑press”) was introduced without confirming the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, documented the case number, and did not transfer the customer elsewhere.
O2 Partially Met Proactive follow-through conf 90%
Agent gave clear next steps (contact Spectrum, reprovision modem, call back) but did not provide a realistic timeline for follow‑up.
O3 Partially Met Closure confirmation conf 85%
Agent referenced a “previous expert” and recorded a case number, but repeated several questions already answered, indicating incomplete continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent decided not to escalate to a higher Linksys tier, correctly judging that the issue is ISP‑provisioning related.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly thanked the customer, apologized for the wait, and expressed empathy throughout the call.
X2 Met Tone & rapport conf 90%
Agent maintained a calm, patient tone and adjusted pacing (e.g., holding, checking back) to match the customer’s pace.
X3 Partially Met Overall experience conf 85%
Agent asked the customer to perform multiple resets and take a picture of the MAC address, adding steps that could have been handled by the agent, increasing customer effort.
Call Transcript46 turns · 50 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, ma'am. This is L from Linksys. You're welcome. Thank you as well, ma'am, for answering the call back. I tried to give you a call back twice earlier, but I always got routed to your voicemail. So I waited for a few more minutes to do another call back. Okay. So, yeah, let's continue with the troubleshooting. So far, what's the color LED light of the parent node? still solid red. Okay. Okay. Aside from your computer, ma'am, and your iPad, um, do you have anything that is um that you can use or that's the only device that we have.
00:00
Speaker 2
[silence] Hi this is Renee thanks for getting back. [silence] I've been trying to call you and then you were trying to call me so yeah. All right. It's uh solid red now.
00:00
Speaker 1
[KEEP_UNCERTAIN] I see. Um, you've mentioned earlier that Spectrum replaced the modem box from for your telephone line, right? Okay. Do you have the model number for that one, ma'am? I'd just like to know what modem box did they replace? Okay.
01:00
Speaker 2
it's just uh it's uh my tablet my laptop and my phone are the only things that i have yeah correct i'll go get it off the machine just a sec here
01:00
Speaker 1
Yes, ma'am. Oh. Okay. So, so earlier, the modem that we are working is E3N2V 1. And then
02:00
Speaker 2
Okay, you said you wanted the model number, okay it's model E as in Echo three one T as in Tom two V as in Victor one E31T2-V1.
02:00
Speaker 1
for your telephone line that is E3T2V1. Okay. Let me just double check this one. So it's it's like the same, it has the same design with the modem that we are working, right, where the parent node is connected. Okay. So, this one, this one doesn't have a coaxial cable. Oh, okay. [silence]
03:00
Speaker 2
[silence] Oh, one T. One, two, one. Um... Yeah, we have the cable connected. The power at the bottom. There is no internet connection, and then there's one voice line full. The two voices at the top. The cable, the internet, the power at the bottom. Yeah. Yes, it does. It has a coaxial cable going into it.
03:00
Speaker 1
but there is no cable connected on the yellow port for this modem okay because as for this one ma'am I actually earlier so because we have already tried multiple attempts on the parent node supposedly what we'll have to try is that on the old modem that you have for the internet modem the model number on that one is E three one November to V one so that one is the one that we keep on working and then also for this one the E three one Tango to V one this is also like a modem which is internet I'm actually I'm actually quite confused because possible is that
04:00
Speaker 2
Yeah. No, no, there is no Ethernet connection. No. [silence]
04:00
Speaker 1
there's no internet on the old modem that we currently working, possible is that they switch the internet connection to this new modem, which is the E31C2V1. mm'hmm. mm'hmm. For this one, this, this new, new modem that they provided for your telephone line, the E31C2V1, does it have an online LED light? Okay.
05:00
Speaker 2
Well, I asked them that I said, because I got the new one put in and I gave them the number and they said that and they said so when they publish almost, they said, they said, they're showing that the Internet is connecting to that old one. That's what they said when it was green all the way. Yeah On, let me go. Yeah. Okay.
05:00
Speaker 1
the old E31N, did they use like a, I see.
06:00
Speaker 2
So there's a power, an online and a voice, the only one that's lit is the voice. The Online one is not lit, and the power one is not lit, even though it's connected to power. I don't know that they checked it. They checked the telephone, they did not check the internet. Oh, I called them, and they didn't do the troubleshooting over the phone.
06:00
Speaker 1
okay so for this one um yeah okay only the voice led is lit up no power no online and then on the other one the power uh and then the online led are lit up um okay Right let me just double check this one here on my end ma'am i just need to verify something can i put you on hold for like two to three minutes thank you so much
07:00
Speaker 2
All online, too, you know, checking the connections. Correct. Sure thing.
07:00
Speaker 1
Hello, ma'am. Hi, yeah, hi, ma'am. Thank you so much for patiently waiting on the line. So, um, yeah, let's go back with um let's go back with the new modem that they provided. So, um, the new modem for voice, it has a coaxial cable at the back right? Did they connect that one?
13:00
Speaker 2
[silence].
13:00
Speaker 1
Which one did he updated? The E3 one or? I just like to confirm something. Um, can we connect a node? Um, can you disconnect this node that we are working? Can you connect it to the E3 one tea?
14:00
Speaker 2
Well, it was already installed. They basically replaced one that was there. So they just used the same cable and connected it. And it may have gone outside. He went outside and checked stuff. I don't know what he was checking. Um, the other thing he did is he did check all the ports where you plug the cable into the wall. He said he had updated those so they were more stable or whatever. The one he placed... Both. They, he did both of them. [silence] I don't understand what you're asking. The parent knows that we...
14:00
Speaker 1
Sorry.
15:00
Speaker 2
have here, you want me to disconnect it from the router that or the modem that I've been using for the internet, and you want me to connect it down to the one that's using for the phone. Okay, okay. Let me get the power cord. Let me unplug the parent one here. [silence] Well, I was just going to use the yeah, I have the ethernet, uh I'm plugged from that router, so I'm just going to leave it connected and connect it to the one downstairs to the phone one.
15:00
Speaker 1
Okay, but I need you as well ma'am to do another reset for the parent node. Press and hold it for 30 seconds for the reset. [silence]
16:00
Speaker 2
Okay, um, color. Okay, I have it connected downstairs to the, um, phone one, okay, just a sec. I got to set up something to hold it because there's no handy table there it is now.
16:00
Speaker 1
Okay. Yes. 30 seconds. Okay.
17:00
Speaker 2
okay, so now what I'm supposed to do now is hit the reset on the bottom again for how long? Okay, I'm starting now. Whoops. There you go. You just go one, two. Okay, I'm starting.
17:00
Speaker 1
Alright you can let go now Ma'am. And then how's the LED light of this parent node? Is it solid blue? Okay, alright. Let me know if it's back to solid pink. Is this ever since the setup with your phone line ma'am from spectrum like you have a different modem box for your telephone? Oh, okay.
18:00
Speaker 2
Okay. It's, it's, it's, it's flashing blue. Okay. Yes, that was what was originally installed to my landline, yep. They said they were updating their equipment and they needed to replace it. So they basically brought in
18:00
Speaker 1
And then they updated some information as you've mentioned, right? Mhm. Sorry, they replace the they replace the coaxial cable from this one and then the plug. The coaxial cable, right? Mhm. Okay.
19:00
Speaker 2
The new one connected it, took out the old one. Not that I know of. They updated, where the coaxial cable plugs into the wall. He put new plugs on the ends of the coaxial cables. Then cable here that plugs into the, to the modem down was a phone, and he replaced the cable plug in for the modem upstairs. The plug that replaced the plug, not the cable itself. Just the plug where it connects. So they cut off, they, cut off, cut off the coaxial cable and put on a different plug that he said is more secure. He did that down. He did that for the phone one and he did that for the one upstairs.
19:00
Speaker 1
okay do you see a MAC address for this one ma'am for this modem okay, can you take a picture okay okay so just leave it as it is and then what's the status of the LED light of the parent node okay
20:00
Speaker 2
So, cable got a new MAC address for that. Yes. Sure, just a second. I can figure out, I can do. Let me go get my phone. Oops. This, there. Okay. Let's see, I got complete. Here we go. Okay, do I have it? Oh, it is now a solid, pinkish color. [silence]
20:00
Speaker 1
I need you to do another five press on that one, ma'am. Press the reset button five times. All right, and then let's give it some time. Let's give it five minutes. Okay. Okay, we had, we're still within the seven [ silence ] Okay, so we'll just finish this time frame and which is, we'll just finish the five minutes. Let's see if it will table solid blue. We have like three minutes and 30 seconds left.
21:00
Speaker 2
It's still flashing white. Oh now it's still it's still it's solid it looks blue. Okay. Okay. Okay. [silence]
22:00
Speaker 1
Okay, we're still within the time frame, so let's allow that one to establish a connection. Is it blinking red still, ma'am? Okay.
23:00
Speaker 2
Washing Red. Uh-huh. Okay. could the work they were doing send a surge into the link to your device so that that's shorted out somewhere or something?
23:00
Speaker 1
Not exactly, ma'am. What we're actually thinking, because supposedly they actually changed coaxial cable. So, with the voice modem and then the Internet modem and then they've also, you've also mentioned that they possibly updated to make it much more stable. So, we already, we already tried to switch nodes with the original modem that we work upstairs and then both, both nodes doesn't have any internet connection. We are able to access the interface, but it doesn't detect any signal. So, that's why I look for IPV4, which supposedly, if it has a number, that means the the router is getting a signal from the modem, but since it's not, then more likely what happened is that when they updated the line, there was something with the, with the modem's configuration that's why it doesn't, it does not give signal to the router. [silence] So, right now we have a technical advisor coming to look at it. settings on your account for your phone line I think it messed up the internet connection [silence] possibly they able to detect it but it's not sending to the right modem. So, that's why I ask you to doubt to bring one no downstairs to check if they're able to send it on this VoIP box but the no right now is still blinking red, right? okay, so I ask you to um yeah uh sorry [silence] yeah because um you have two modem so supposedly we um we both have two inputs um and then two crossover cable that's why I actually really ask as to what modem, hey
25:00
Speaker 2
Uh. right. Yeah. I mean, I- I- I mean, I sent him the Mac number on the older modem and had, and told them to check to make sure I was reading and they said it was. But I don't know if they checked the modem or if they just checked that they had some type of connection.
26:00
Speaker 1
Do you have for your voice box, because if it's for Landline, usually we're using. over internet which is connected supposedly to one modem box only, but you have actually different type of topology or connection. So, um, for this one, more likely, um, there's a mess up with the account that you have under Spectrum. So, we actually really need to verify as to what exact MAC address they're sending the internet connection because we've already tried multiple resets and then setup for the router. It able to detect the line because the X mark is on the one GBPS when we access the My Router that local, but it doesn't have any IP. So, more likely, um, what we'll have to do is ask them to reprovision the old modem that you have upstairs. So, they can send a proper signal to the correct MAC address. Yeah. So for the yeah so we'll just leave this one as it is. So I asked you to take a picture of the Mac address because I need you to contact Spetra Man and then verify to them that this Mac address that you have for this modem box is for telephone line only. It's only activated for your phone line. If they verify, then we'll proceed with the old modem that you have upstairs. They need to reprovision that one to resend a new signal because um there's a change or update as well had happened with the coaxial cable. Possible is there's a line issue on that one. okay. So I'll um Yeah, sorry.
27:00
Speaker 2
Okay. Can this run down kid connected to this? It's still flashing red so it's not connecting at all. Okay. I will. So I should disconnect all of the stuff down here and go back upstairs and call Charter and have them double check the mac address again and not just give it to them, but have them tell me.
28:00
Speaker 1
Correct. Yes, that is correct. We have to make sure that they're sending the internet signal to the correct , MAC address. So, um, just ask them to reprovision the device with the old modem that you have, the one that you uses for the internet. And then, once they confirm, once they're able to recent or reprovision the old modem, give us a call back so we can continue with the troubleshooting. Um, I'll send to you your case number or do you have a pen and paper in case, um, in? Okay. And now it's, I have documented everything, so, um, you'll be able to continue where we left off, okay? So, the previous expert will be able to follow through if not me. [silence]
29:00
Speaker 2
My Mac address, they're reading my internet. act is what you're saying? Okay. Let me go get a paper here. Just a sec. Okay. All right. Let me see here.
29:00
Speaker 1
s'll for Lima. T for Tango. S for Sam. 001 362 67. Yes, so that is our case number for this call. So no worries, I have documented everything and then I will provide the next next troubleshooting once you're done contacting Spectrum. So, yeah, let's let's let's proceed this way, so at least we'll be able to make sure because it's actually really impossible that two nodes can
30:00
Speaker 2
take number okay so L for Lima T for tango s for sam 1-3-6 2 6 7
30:00
Speaker 1
connect to the internet, but we're able to access the web interface. At least we're able to make sure that nodes are working properly because they're able to detect the line. It's just that there's no signal, even if the online LED is lat up. Okay, right. Thank you so much, Mem for spending, um, at least maybe two hours with me over the phone and doing all the possible isolation. Thank you so much for your patience and hopefully we'll be able to re provision your old modem from spectrum. Okay? And then give us a call back so we can continue and assisting you. You're welcome. Have a good evening. Take care. Bye. Bye. [silence]
31:00
Speaker 2
Okay. Okay. Okay, all right. Okay. Thank you. I know.
31:00