V2 Rubric Detail — fd8228aa-69be-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:07
Duration
29m 33s
Contact
Laura Lester
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+37.8)

V2 Grader Summary

The agent successfully isolated the issue to the customer's ISP-provided router by conducting proper diagnostics, including direct modem and router testing. While the root cause was accurately identified and valid next steps were provided, the issue was not fully resolved during the call, resulting in a partial resolution. All technical and communication standards were met or exceeded.

V1 Case Analysis

Customer unable to get internet when connecting Linksys router to Comporium ISP router. Direct connection to modem works. ISP router fails to provide internet. Advised customer to contact ISP for router issue; ticket #133-223 logged for follow-up.

Troubleshooting Steps
  • Connected Linksys router directly to modem and verified solid blue LED with internet access
  • Connected laptop directly to Comporium router and confirmed no internet access
  • Collected Comporium router model (U4..2029E) and modem model (CT-5072P)
Key Observations
  • Agent correctly isolated the fault to the ISP router using modem and direct-connection tests
  • Ticket number (133-223) provided with clear next-step instruction to contact ISP
  • Linksys model/serial number not collected, violating protocol for product-specific support
  • Unnecessary mention of paid-support minutes (transcript [28:00]) risked confusing the customer
  • No verification of WAN IP, DHCP, or bridge mode on Linksys router, though KB does not mandate these after a successful modem test
Positive Highlights
  • Effective isolation of the issue to the ISP router using structured troubleshooting steps
  • Clear communication of the fault and actionable next step (contact ISP)
  • Provided ticket number and documented case for continuity
Agent Errors / Gaps
  • Failed to obtain Linksys product details (model/serial) required for proper troubleshooting and case documentation
  • Mentioned paid-support minutes without relevance, potentially misleading the customer about cost or service eligibility
  • Did not reference KB guidance on double NAT (universal_double_nat.md), though applicability was unclear from transcript

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified that the Comporium router is likely blocking the connection and advised the customer to contact their ISP, but did not fully resolve the issue or confirm a path forward beyond customer-side troubleshooting.
R2 Met Diagnostic thoroughness conf 98%
Agent conducted logical troubleshooting: tested Linksys directly to modem (worked), tested computer directly to Comporium router (no internet), isolated the issue to the ISP's equipment, and validated symptoms with the customer.
R3 Met Correct resolution path conf 95%
Agent correctly determined that the issue lies with the customer's ISP-provided router, not the Linksys device, and advised appropriate next steps (contact ISP) rather than pushing unnecessary resets or replacements.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the symptom (Linksys shows red when behind Comporium router), asked relevant questions (model numbers, direct connection tests), and logically deduced the root cause: ISP router port or settings issue.
T2 Met Appropriate tools / resources used conf 96%
Agent used direct testing (bypassing router) and model verification as diagnostic tools, which were appropriate and necessary for isolating the issue. No additional tools were needed.
T3 Met No misinformation conf 95%
All technical guidance was accurate: testing direct connection, interpreting solid blue as working, identifying double NAT or port blocking as likely causes, and advising ISP contact for configuration.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, set expectations (hold for research), managed transitions clearly, and kept the call on track despite customer digressions.
C2 Met Confirmed understanding conf 92%
Agent used plain language, confirmed understanding at key points, and adapted explanations to the customer’s level without unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case from start to finish, did not transfer unnecessarily, and committed to noting the ticket for continuity upon callback.
O2 Met Proactive follow-through conf 95%
Agent clearly set next steps: customer must verify internet access via direct connection to Comporium router before calling back, and confirmed ticket would be documented for follow-up.
O3 Met Closure confirmation conf 93%
Agent referenced prior testing (Linksys direct to modem worked), did not re-ask known questions, and documented findings in the ticket for future reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the agent correctly handled the issue within L1 scope by isolating to ISP equipment and advising customer action.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — agent resolved what could be resolved and set clear expectations for next steps.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent demonstrated patience during customer repetition, acknowledged the complexity, expressed appreciation for patience, and maintained a courteous tone throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s conversational pace, checked comprehension, and kept the customer engaged despite technical complexity and emotional fatigue.
X3 Met Overall experience conf 92%
Agent avoided unnecessary repetition, performed logical testing efficiently, and minimized customer effort by guiding them through only essential steps.
Call Transcript28 turns · 32 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. Hi, this is Regine from Linksys technical support. So giving you a call back because so that this connected earlier. I'm talking with Laura. It's okay. So I asked you earlier to connect your Linksys router directly to the modem. So what is the light indicator? Okay, which means it's working. And then check if you can access internet with that. Yeah.
00:00
Speaker 2
How do I get to the speaker? Yeah we just. Yes. Yes you are. Yes. Yes. The light indicator is a solid blue. If I'm connected to the internet. Okay. Let me Bluetooth. this. this up. combo
00:00
Speaker 1
Okay. So do you really need to connect this router to your main router. which is comfort you Laura because it seems like we need try to connect this router to your main router stay solid red but when we try to connect the router directly to the modem it works.
01:00
Speaker 2
So, yep, it looks like I've got my my laptop and I clicked on links on my my internet I clicked on Linksys and I went to Savari and I'm on YouTube so it's working the way it is right now, yes. Yeah, that's correct Okay So, the only thing I, I can say about that is the modem only has one port for Ethernet, and I have, I, I, if, if I connect this directly to the modem, and then I take it back up to the cottage, I no longer have internet at the house. So, I basically have two, I have, I guess I don't know that it's necessarily two networks, but I have a network at the house, it's called Rascal, um, and then the one up at the cottage is Linksys set up, and that's why I have a router in the house, I guess, and my modem only has one port. And so I can't, yeah, my modem only has one port. yeah okay okay okay thank you okay right now it's a solid blue [silence]
01:00
Speaker 1
Okay, how about try to power cycled all your devices, Laura? So unplug the modem and then the main router from Comporium and wait for 30 seconds to 1 minute to plug the power back.
04:00
Speaker 2
it's now gone a solid red okay okay okay
04:00
Speaker 1
Okay, so Laura, can you please provide the model number of your Comporum main router? [silence] So it is U for Umbrella, number four dot to G for George, literally s for sam, two zero three.
07:00
Speaker 2
uh, yeah. The router. Yeah. Okay. Okay. The model number is U four. Tow. G. S. two, zero, two, nine E.
07:00
Speaker 1
2944 Edward. [silence] Okay. So, Laura, let me hold this call for about five minutes while I've resources in my end. So please stay on the other line and I'll be right back. Thank you.
08:00
Speaker 2
Yes, correct. [silence] And it's back online and the the Linksys router is solid red. [silence] Okay. Okay. Okay. The Goofy Guy of Light
08:00
Speaker 1
Okay, so thank you for patiently waiting Laura. Are you still there? Okay. So let me just do this one. Is there any devices connected to your comporium?
18:00
Speaker 2
Yeah. Uh- huh. Yes, I am. Thank you.
18:00
Speaker 1
a sign. Yeah, aside with your Linksys router. Okay, so this time, can you please unplug the router from Linksys and connect your computer directly to your Comporium device and then kindly check if you can access the internet.
19:00
Speaker 2
Are there any devices? Nope, nope, that's it. Yep. Okay, so I'm plugging my laptop in to my Comporium router via the Ethernet cable.
19:00
Speaker 1
[silence] Okay. Let me try to use the other port.
20:00
Speaker 2
Okay. Um, no, actually, via the Internet cable, my Bluetooth is off, so it's not that, but via the the ethernet cable, my computer to my router, I do not have Internet service. Uh, the other port, okay. Oh, uh, on my router?
20:00
Speaker 1
Yeah. So you mentioned earlier that your Comporium router, Laura, has a two-port. So you use the other port. Okay, can we provide a model number of the modem, Laura? [silence] Okay, C for Paul, 5 0 7 0 5. E for Edward. Okay, thank you.
21:00
Speaker 2
Looks like, let's see, model number. Yep, the model number on the modem is CT-5072T. Oh, sorry, no. CT-5072P. No, no, C, C for cat, T for Texas, 5072, P for Texas.
22:00
Speaker 1
Okay. So now, can you connect your computer, Laura, again to the port of your main router from Comporium to verify if you can access the Internet? [silence]
25:00
Speaker 2
Speaker 1: I wonder if this port isn't working on this router that they gave us.
25:00
Speaker 1
Okay, since we tried to connect the Linksys router directly to the modem and it turns to, it turns to solid blue, which means it's working. So when we tried to connect your computer directly to your Comporium router, it cannot access the internet, right? So you really need to call your, the manufacturer of your main router and make sure that the computer can access the internet when you're going to connect directly to your main router from Comporium. Yes, because if you're really wanting to, your Linksys router to go online, so you really need to connect it directly to.
26:00
Speaker 2
Uh-huh. Right. Okay. So there's nothing more I can do until I do that?
26:00
Speaker 1
The modem but then yeah, you mentioned earlier that you really need to set up this device from us lynx, this into bridge mode to set up into a different location. But then we've already tried to isolate both devices, so we used your computer and then the lynx is router and it cannot go online, which means the port must not activated yet. Or there's a settings on your main router from coffee room that blocked it settings to connect our link this device. Okay, so regarding with that one, Joe, yeah, feel free to call us back. Laura, I will going to indicate
27:00
Speaker 2
yeah yeah okay I got it okay so I need to call my the Comporium provider and once once I get that figured out then it should be straightforward hooking the Linksys back up okay
27:00
Speaker 1
there that since we only rendered the 60 minutes for the paid support, no worries. I will going to take note here in my ticket that if you're going to call us back, they'll going to proceed to continue on setting up your link this router, but make sure that your computer can access the internet when you have a direct connection from your comporium router. Yes. Exactly. Okay. Thank you so much for your patience and have a great day, Laura. And of course, before we end, sorry, let me just provide your ticket number, it's 133-223.
28:00
Speaker 2
Okay. Yeah. Yeah, I completely see that. I see the issue here. So I will make sure that's tested first before I call back. Okay. Okay, well, thank you so much for your help, and I will call back as soon as I get a new Comporium router. Okay. Okay. Thank you. One, two, three, [silence]
28:00
Speaker 1
Yeah. Okay. So, it's one three three two two three and thank you so much also for your time and patience. Have a great day. Take care. Bye.
29:00
Speaker 2
223. Okay, thank you so much. I really appreciate your help. Thank you. Thank you
29:00