V2 Rubric Detail — ffcae93c-799d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 00:51
Duration
10m 15s
Contact
Maranda Martin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136105
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall53.3% (-12.7)

V2 Grader Summary

The agent correctly identified a likely ISP-side issue based on the modem LED, but failed to apply the mandatory diagnostic sequence from the universal_escalation_guide.md, which requires rebooting the router and attempting local admin access before concluding the issue is solely with the ISP. Consequently, T1 and T2 are rated Not Met.

V1 Case Analysis

Customer has no internet; orange WAN LED. Agent advised testing modem directly and contacting ISP before further router troubleshooting.

Troubleshooting Steps
  • Asked about modem and WAN LED status
  • Suggested direct Ethernet test to the ISP modem
  • Recommended power‑cycling the modem and contacting ISP
Key Observations
  • Agent did not verify router LEDs or power‑cycle the router before recommending ISP contact.
  • Serial number was not captured; agent relied on system lookup.
  • Agent provided correct next‑step guidance for likely ISP issue.
Positive Highlights
  • Clear, polite communication and proper name spelling verification.
  • Accurately identified the orange WAN LED as likely ISP/modem problem.
  • Set a concrete next step for the customer (contact ISP).
Agent Errors / Gaps
  • Did not ask the customer to power‑cycle or check the router itself.
  • Did not perform a direct Ethernet test to the router before concluding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent advised customer to contact ISP without resolving or confirming router functionality; no resolution path achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified ISP modem LED status as a likely issue and asked about power cycling, but skipped key router-side checks (e.g., router LED, reboot, admin access).
R3 Met Correct resolution path conf 90%
Agent correctly assessed likely ISP/modem-side issue and directed customer appropriately, despite device being OOW.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow the logical diagnostic process defined in universal_escalation_guide.md. The guide requires testing speed directly at the modem and rebooting both modem and router before escalating to the ISP. The agent skipped router-side diagnostics entirely.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any available tools or resources (e.g., local admin interface http://192.168.1.1) to verify the router's status, which is a core requirement for troubleshooting connectivity issues per the KB.
T3 Met No misinformation conf 95%
The agent's claim that an orange LED on an ISP modem typically indicates a connection issue is a general networking fact and is not contradicted by the provided Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and collected info, but did not set clear expectations or manage transition to closure effectively.
C2 Met Confirmed understanding conf 85%
Agent used plain language, avoided jargon, and adapted to customer’s level of understanding throughout.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent attempted to help within limits of available information but transferred responsibility to ISP without offering follow-up or alternative support paths.
O2 Partially Met Proactive follow-through conf 75%
Agent suggested contacting ISP and calling back, but did not specify timeline or ownership for next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the diagnosis pointing to ISP equipment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, thanked customer, and maintained professional tone despite unresolved outcome.
X2 Met Tone & rapport conf 85%
Agent matched customer’s conversational pace and avoided technical overload, keeping engagement appropriate.
X3 Partially Met Overall experience conf 80%
Agent could not perform direct test due to lack of available device, so asking customer to contact ISP was reasonable given constraints.
Call Transcript17 turns · 18 lines
Speaker 2
you. Welcome to. Links support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linkzes.com for more information about your product. [silence]
00:00
Speaker 1
yes,
02:00
Speaker 2
Hello, thank you for calling Lynx's Technical Support. My name is Donna. How may help you today? All right. Thank you so much for bringing this.
02:00
Speaker 1
Okay. Yes. It's Miranda Martin. Miranda Martin. It's M A M A R A N D A. [silence] Yes, ma'am.
03:00
Speaker 2
Let's see what we can do. Let's see what we can do to get this fixed okay? Um, thank you so much. By the way, is this your first time calling Linksys technical support? Yes. Okay. May I have your first name and last name please? Miranda Martin. Okay. So it's M-I-R-A-N-D-A. Miranda. Okay. Uhuh. Okay, Miranda. All right. And then your last name is M-A-R-T-I-N. Miranda Martin, right? Yes. Okay. And then the phone number that you're calling from is 1501 701 19427.
03:00
Speaker 1
Yes. Yes. it's EM, it's my first and last name 24@gmail.com. Okay. So the model number, oh, I don't see a model number. I see a, is that the WPS or the I have the serial number. Yeah. Are you ready? [silence]
04:00
Speaker 2
Correct. Is this also the best number that we can call in case this call will be disconnected? [silence] Thank you. I may also have your email address and can you please spell it out for me using phonetics? [silence] Okay thank you. Well Marty, [silence] may also have the model number and the serial number of the product. You can find that on the label underneath, underneath the device. [silence] No. Can you provide a serial number so I can look it up in our tool? Yeah, I'm ready. Okay. Uh the serial number is [inaudible]. [silence]
04:00
Speaker 1
d as in dog M as in Miranda five C as in cat one six seven three okay here's the model number I have the model number you need that still I have like I have fiber optics through uh CACT or something
05:00
Speaker 2
All right. Let me check it in the system. Please give me two to three minutes. Okay? So, yeah. I found the model number in the system, and it says E8450. Is this right? Okay. Please hold on as I'm checking this in the system. One moment, please. By the way, who is your internet service provider?
05:00
Speaker 1
I just want to know if the, yeah, I just want to know if the router is working or not. So I know if it's on my Internet end or if it's the router.
06:00
Speaker 2
Yeah. UH can you spell it out for me please? C-A-T-C okay. C-A-T-C fiber optic. Thank you. All right. Um, thank you so much. By the way, I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. Just to set the right expectation, since the product is outside of warranty replacement options will still follow the warranty policy. But we can absolutely take a look at the issue and see what we can do. Mhm. Okay, no problem. By the way, do you have a modem?
06:00
Speaker 1
Uh, I'm not sure what the modem. Oh, yeah. I have that plugged into the back of it. I do know that's kind of what the internet person. Go ahead. Okay, so it says power and then internet says orange, but I've checked everything else. I've reset it and everything in it. Yes. [silence]
07:00
Speaker 2
The modem is your internet source. Yeah. Okay. Do you have a computer that we can wire directly to the modem? What is the current? What is the current LI status of your modem? The lights lit are on the modem. Okay, so the Okay, just to verify the internet led on your ISP modem is orange, right? Can you let me check?
07:00
Speaker 1
right unfortunately we don't have a way to do that though yes yeah yes I have three times to be exact silently
08:00
Speaker 2
Okay, so upon checking, an orange light on your ISP modem usually indicates a connection there, probably related issues, so there is a probability that the connection on the modem is not working. That's why the connection on the router is also not working. The best course of action for us is to wire a computer or a device directly to the modem to ensure that it's working fine, because if we will troubleshoot the Linxist router and then the modem is not online, the Linxist router will not be able to go online as well. Have you already tried power recycling the modem, like unplugging it from the power source for 30 seconds and plugging it back? So, how, okay. So, did you notice the LED status in the modem change when you plug
08:00
Speaker 1
No, it just, uh, it'll come on, the light will turn blue, and then it'll do the exact same thing. Okay, so they didn't see any outages. that's why they had me call y'all to see about the router. Um, cuz we've already, I've already checked all their connections and stuff too. So it's on the Internet side is what you think? Okay. Okay, I got you. All right. Well, thank you very much.
09:00
Speaker 2
Oh, I see. So, have you already contacted your internet service provider to verify if there is an ISP outage on their end? Uh-huh. Okay. So, um to be honest with you, it appears that the internet, um orange, LED means that the internet-- Yeah. Yep. Probably because the LED status in the internet is orange. So, the issue could be the modem itself, and not the router. Uh-huh. Yeah, please contact your internet service provider to provider first, since you don't have a device that we can wire directly to the modem, to test its connection. Then once the connection and the modem is fixed, please contact us back so we can assist you on setting up your linksys modem, okay? Thanks.
09:00