V2 Rubric Detail — f21cb99e-604a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:24
Duration
11m 53s
Contact
William Wyatt
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132304
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall82.6% (+46.6)

V2 Grader Summary

The agent correctly diagnosed the yellow LED on the EA8300 as indicating no internet from the ISP, recommended a proper power-cycle sequence, and advised contacting the ISP. While the troubleshooting path was sound and technically accurate, the call concluded without confirmation of resolution or a defined follow-up timeline. The agent demonstrated ownership and clear communication, resulting in a partial resolution outcome.

V1 Case Analysis

EA-8300 showing solid yellow/orange LED; no internet. Advised power-cycle modem and router, then test PC directly to modem. Customer to call back if issue persists.

Troubleshooting Steps
  • Identified router model EA-8300.
  • Asked about LED status and ISP.
  • Suggested power-cycle of modem then router.
  • Advised direct connection test to modem.
Key Observations
  • Agent incorrectly claimed EA-8300 only shows white light, contradicting KB which states amber/yellow indicates WAN issues.
  • Customer's email was misrecorded (stated Yahoo.com, recorded gmail.com).
  • ISP name 'in demand' was not clarified; likely misheard from 'Spectrum' or similar provider.
  • No case number created or referenced, and warranty status not discussed.
Positive Highlights
  • Polite greeting and professional tone throughout.
  • Correctly identified product model EA-8300 from serial number.
  • Requested serial number early in the call.
  • Provided correct power-cycle sequence: modem first, then router.
  • Advised direct PC-to-modem test to isolate WAN issue.
Agent Errors / Gaps
  • Inaccurate LED interpretation for EA-8300: falsely claimed only white light is valid, per KB EA-8300 uses amber/yellow for WAN issues.
  • Mis-recorded customer's email address (stated Yahoo.com, recorded gmail.com).
  • Failed to clarify or correct customer's ISP name ('in demand').
  • Did not verify warranty status or support eligibility.
  • No case number created or referenced in transcript.
  • Proceeded with troubleshooting without confirming customer's ability to access modem or router settings.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested power-cycling and contacting ISP but did not confirm resolution; call ended without verifying internet restoration.
R2 Met Diagnostic thoroughness conf 90%
Agent identified the yellow LED as a symptom of no internet, correctly diagnosed likely ISP/modem issue, and recommended appropriate power-cycle of modem and router.
R3 Met Correct resolution path conf 95%
Agent chose correct path: troubleshoot connectivity via LED status, recommend power-cycle, then escalate to ISP — standard for no-internet issues.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid yellow LED as key symptom, linked it to lack of internet from ISP, and asked about service interruption — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools needed; agent used verbal description of LED status effectively to diagnose issue consistent with KB.
T3 Met No misinformation conf 95%
Agent correctly stated that EA8300 should show white (online) or WPS success light, not yellow — aligns with product behavior per KB.
Communication
C1 Met Clear & professional language conf 90%
Agent opened call with support context, collected required info (serial, name, email), guided troubleshooting, and closed with clear next steps.
C2 Met Confirmed understanding conf 85%
Agent used simple, non-technical language (e.g., 'power cycling is just turning off and on'), confirmed understanding, and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided a complete troubleshooting path without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (power-cycle, contact ISP) but did not set a timeline or commit to follow-up; customer left without structured plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was basic connectivity within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained courteous and professional throughout, acknowledged customer effort ('call us back if there's any progress'), and closed warmly.
X2 Met Tone & rapport conf 85%
Agent matched customer’s conversational pace, used confirmations ('that correct?'), and maintained engagement through repeated affirmations.
X3 Partially Met Overall experience conf 80%
Agent asked for email twice due to ASR confusion but eventually captured it; minor redundancy, but overall effort was minimized.
Call Transcript24 turns · 24 lines
Speaker 1
Yes, I'm having uh trouble with my uh internet connection
00:00
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. Thank you for calling LinkSys. This is Ice. How can I help you?
00:00
Speaker 1
Yes, I'll give it to you in just one second, it's uh, it's two one P, one zero C, six, eight, eight, two, three, five, three, one. Uh, p. p. P for uh plant. Yes, Peter, yes. C as in cat. [silence]
01:00
Speaker 2
So, uh, so the serial number on the ( ) product needs to be verified again ( ). ( ) number is 21D47 ( ) - B10. B. ( )
01:00
Speaker 1
yes yes yes yes yes ma'am no in demand.
02:00
Speaker 2
once they received for Charlie and 61 A for apple 823 531. that correct? alright so your Linksys product is model EA-8300 and you only have this Linksys product? no other Linksys devices. You mentioned that you have no internet connection. Who's your internet service provider? in demand.
02:00
Speaker 1
Uh, yes. Yes. It's, uh, n, c, e, m, a, n, d. Yes. [silence]
03:00
Speaker 2
N. D. E. M. A. N. D. So that's your internet provider. Okay.
03:00
Speaker 1
William Wyatt, W. I. L. L. I. A. M. and then W. Y. A. T. T. William Wyatt. My email address is, uh, let me, I got another one, let me go there. I'll get it to you. It's W. S. E. T. H. four nine, at Yahoo.com.
04:00
Speaker 2
Upgrade Clears your record for you, sir. May I have your name? [silence] All right, William Wyatt. Thank you. What about your email address? [silence]
04:00
Speaker 1
y yes yes yes yes [silence]
05:00
Speaker 2
Okay, W for William, S for Sam, E for Echo, T for Tango, H for Hotel.4nine@gmail.com. All right, thank you. Did you check on your internet provider if it has an internet... Wow.
05:00
Speaker 1
I've I've not checked with them yet. Okay. Okay. The light set, it's uh like the back of it. It's just uh on the top? Okay. It's it's just yellow.
06:00
Speaker 2
because uh it could be the reason why uh your router is not providing you uh internet because you have to know your router relies heavily on your internet provider if the modem is not supplying internet then uh automatically your router uh cannot uh provide you uh internet access What's the status of your router? The light status? No on the top on the top of the router, the light. [silence]
06:00
Speaker 1
Yes. No, just yellow. [silence] Solid.
07:00
Speaker 2
So it's showing a yellow light on top of your lenses. It's not white. That's weird. Um, is it a solid yellow or a blinking yellow? Because your router model is eA8300 and it only shows two colors. One is white. A solid white means it's online. Or the WPS is success.
07:00
Speaker 1
OK. Okay. Yeah. Yeah. OK. It's orange, but it's not blinking
08:00
Speaker 2
a solid white. If it's powered on and working correctly, but since it's showing you a yellow light, it means it's maybe not getting any Internet supply from your modem, Internet provider modem. Did you have a power outage in your area or an Internet service interruption? Did you check?
08:00
Speaker 1
uh yes we did have an internet like service interruption but i thought i i was told that my internet services by radio not cellular okay how do i do that how how do i do that so just a switch on there just turn
09:00
Speaker 2
Mm-hmm. Because usually, uh, when there's an internet service interruption, the transmission of data may take a while to load. So, my suggestion is for you to power cycle your modem and then your router, and observe if it still doesn't... Yes. Power cycling is just turning off and then turning it back on to refresh or your router and your modem so that they will have a restart on...
09:00
Speaker 1
Okay. I'm doing that right now. Okay. I want to be able to
10:00
Speaker 2
they may load the connection or the transmission of data because the internet service interruption may have affected the transmission of data from your modem to your router. and then observe. and if still, and if you still can't connect, then you may have to uh contact your internet service provider to check if they really had a, uh, uh uh any uh [silence]
10:00
Speaker 1
Okay. Yeah, I'll try that. That's all for me. All right. All right. Thank you. Bye bye bye.
11:00
Speaker 2
B, we have uh if the internet connection is already back online or you can verify it by connecting a computer directly to your internet provider modem, all right, so that is all, uh William, call us back again if, mm-hm just call us back again if there's any progress or the issue still persists and after you called your internet provider for the verification, all right, thank you for calling us William and take care have a great day goodbye. You're welcome. Bye.
11:00