V2 Rubric Detail — f5c5802c-793f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:38
Duration
9m 10s
Contact
Chris Chiquoine
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00135947
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall63.1% (-6.9)

V2 Grader Summary

Agent correctly isolated issue to ISP via direct modem test and provided technically accurate guidance, but skipped key diagnostic steps (reboot, speed test) and did not verify resolution. While next steps were clear and ownership shown in ticketing, customer effort was not reduced and empathy was minimal, resulting in partial resolution.

V1 Case Analysis

No internet when PC connected directly to Xfinity modem; router shows no WAN IP. Advised customer to contact Xfinity to reactivate or register the port. Ticket #135947 provided.

Troubleshooting Steps
  • Asked customer to connect PC directly to the modem and test internet access.
  • Observed that the PC still showed no internet connection.
  • Determined that the router cannot obtain a WAN IP from the modem.
  • Advised customer to contact Xfinity to reactivate or register the port.
Key Observations
  • Agent correctly followed KB guidance in universal_isp_modem_diagnostics.md by testing internet connectivity directly at the modem (Step 1), which is the proper method to isolate ISP/modem issues from router problems.
  • Agent did not suggest power-cycling the modem before recommending an ISP call, which is a required first step per KB (universal_isp_modem_diagnostics.md: 'Reboot your modem (unplug power, wait 30 seconds, plug back in)') and universal_escalation_guide.md ('Reboot modem and router/nodes — power off 30 sec, restart modem first, wait 60 sec, then restart Linksys.')
  • Communication was weak: excessive filler ('Okay.' repeated 8 times in first 30 seconds), no empathy or apology for customer frustration, and no clear summary of next steps beyond ticket number.
  • Agent correctly identified that if the PC cannot connect directly to the modem, the router will not be able to either — aligning with KB logic that the issue is outside Linksys equipment.
  • Agent used correct terminology: 'router is not communicating with the modem', 'cannot get any IP', 'reactivate the port or register the router' — all consistent with ISP provisioning concepts in universal_isp_compatibility.md.
Positive Highlights
  • Correctly followed diagnostic isolation procedure by having customer test internet directly at the modem, per universal_isp_modem_diagnostics.md Step 1.
  • Accurately interpreted test result: since PC failed to get internet when connected directly to modem, the issue must be with ISP or modem, not the Linksys router.
  • Provided correct next step: contacting Xfinity to reactivate or register the port, which aligns with ISP-specific setup requirements in universal_isp_compatibility.md (e.g., Xfinity bridge mode, IP passthrough).
  • Provided a ticket number (135947) for continuity, supporting case management protocol.
  • Used correct technical language: 'router is not communicating with the modem', 'cannot get any IP', 'reactivate the port or register the router'.
Agent Errors / Gaps
  • Failed to instruct customer to power cycle the modem before escalating to ISP (transcript [05:00]–[07:00]), which is a required troubleshooting step per KB and escalation guide.
  • Did not acknowledge customer's expressed confusion and frustration ('Sorry, but I don't know what I'm doing') with empathy or reassurance (transcript [00:00]).
  • Used excessive filler words ('Okay.') and repetitive phrasing, reducing clarity and professionalism (transcript [00:00]–[03:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent advised customer to contact Xfinity for port reactivation/MAC registration but did not confirm resolution or verify outcome; issue remained unresolved at call close.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had customer connect PC to modem and confirmed Wi-Fi off, but skipped full reboot, speed test, and modem LED check per KB guidelines in universal_isp_modem_diagnostics.md.
R3 Met Correct resolution path conf 96%
Agent correctly identified ISP-side issue and directed customer to contact Xfinity for port reactivation/MAC registration, aligning with KB guidance and appropriate for OOW-like scenario (no warranty stop).
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (no internet on wired PC) and inferred root cause (ISP/modem issue) but skipped modem reboot and speed test per KB, disrupting logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 93%
Agent used direct-to-modem test appropriately to isolate issue to ISP/modem before concluding Linksys equipment was not at fault — tool use fit scenario.
T3 Met No misinformation conf 97%
Technical claims accurate: router cannot connect if modem doesn't provide internet to direct-wired PC; ISPs may need to register MAC/reactivate port per KB.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained call control, gave clear instructions, managed transitions, and closed with ticket number and next-step summary.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but failed to adapt to customer’s confusion and fragmented speech; no comprehension checks beyond basic confirmation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent provided ticket number and next step but did not follow through or offer to assist with ISP contact; ownership transferred without commitment.
O2 Met Proactive follow-through conf 94%
Agent gave clear next steps (contact Xfinity, then call back) and supplied ticket number for reference and continuity.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue correctly identified as ISP-side requiring external provider action.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Tone was procedural but not discourteous; agent acknowledged effort ('thank you for calling') though empathy was minimal and not sincerely tailored to frustration.
X2 Partially Met Tone & rapport conf 86%
Agent paced instructions simply but did not fully adjust to customer’s evident anxiety and fragmented speech; no explicit checks for understanding at key points.
X3 Partially Met Overall experience conf 85%
Customer asked to contact ISP themselves, adding effort; agent provided ticket number to reduce repeat effort but could have done more troubleshooting first.
Call Transcript16 turns · 17 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? Hello sir? Okay. okay. Okay. Okay. Okay. Okay. Okay. Okay. can you try to check if your computer can go online if it if it's connected directly to the modem? Okay. okay, try to connect your computer to the modem?
00:00
Speaker 2
[DOWNWEIGHT] Hey, Joy. Sorry, but I don't know what I'm doing. So, so now I've got my computer is connected to my modem and I took the leak able. It it was and now that I go over there and try and do this, it's not. I think if I shut it down and bring it back up, it will then work. Um, so let me try that.
00:00
Speaker 1
on which um d is the uh cable connected to sir on the modem uh number uh four okay good
01:00
Speaker 2
um yeah number four It's
01:00
Speaker 1
Is your computer working? Uh-huh. What is it again? Does it says no internet connection? Uh-huh. Okay. Yeah. Um try to
03:00
Speaker 2
My computer is working. It can't reach it. doesn't get on the internet. It doesn't connect to the internet. Everything I go to says this site can't be reached, male. dot a dot w. .com. It doesn't say that, which is odd. Let me go to settings and check what it says. And it says, not connected. You aren't connected to any networks.
03:00
Speaker 1
Turn off the Wi-Fi on your computer to make sure that you are just kind of connected using the Ethernet cable.
04:00
Speaker 2
Yeah. The Wi-Fi is off. It says unidentified network, no internet.
04:00
Speaker 1
Yeah. Since we connected your computer directly to the modem and still it can't go online, so the router will not go online too. Have you tried to call [ blanket taught ] Xfinity for this one? Yeah.
05:00
Speaker 2
How, how, how, how do you want me to verify that it's online? The modem's online? [silence] Yeah, and and when I, you know, I went through this and I had a problem with their with the modem. Um, the problem was that they had turned on the Wi-Fi in in the modem, which was then interfering with my Linksys Wi-Fi and, you know, so once I got that turned off, I then tried to, um, you know, I [silence]
05:00
Speaker 1
체인.
06:00
Speaker 2
Then, connected my computer to the modem, and has been getting online many times. Um, at one point, I got to the same thing, where nothing would load, and turning off the computer and turning it back on, fixed it. And so, when I called you, I was connected. Um, at some point in our plugging and unplugging, it became disconnected. And I'm not sure how to get it connected again. Rather than studying it down and, and, and, and, and, and, and, and, and, and, and, and, and, and, and, and, and, and, and, and,
06:00
Speaker 1
your router is not communicating with the modem, so we cannot get any IP to that one. Since the computer is not also working, so for this one, I suggest you call Xfinity again, let them now, that we already set up the router, but the router is not communicating with the modem. So they might need to reactivate the port or register the router to that port, so that can go online. Yes. And then if the router will turn solid blue, you can check your phone. If the network name, Velo, set up will go online, then you can call us back.
07:00
Speaker 2
Okay. I will try that.
07:00
Speaker 1
So that we can continue to add your other two child nodes and also set up your network name like what you want it to be. Mm-hmm. Okay. And um if you will call back, you can give this ticket number to the next technician that's going to assist you. Um are you ready to take down notes? Okay, so that's ticket number 135947. All right. Thank you for calling link to Sarah. You have a good one. You're welcome. Bye. Oh, bye.
08:00
Speaker 2
Okay. I will I will try that. Thank you, Jordan. Okay. Yeah. Okay, great. Thanks Thanks for your help. Yeah, Bye. Bye.
08:00