V2 Rubric Detail — fffba690-65b5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 16:52
Duration
14m 58s
Contact
Kathryn Olichney
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#GI00133132
Support Country
United States
Product Family
OTHERS
CSAT
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Sentiment Trajectory
—
Ticket subject: Fwd: Catharine Olichney, will you rate your transaction at Amazon.com?

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent correctly diagnosed the solid red LED as a WAN connectivity issue and resolved it with a proper power cycle sequence. The customer confirmed the router light turned solid blue and expressed satisfaction. All troubleshooting steps were appropriate, technically accurate, and effective, resulting in a full resolution without escalation.

V1 Case Analysis

Router solid red LED; power-cycled modem then router; LED turned solid blue and internet restored. Agent requested receipt for warranty but did not collect model number. Follow-up needed for warranty verification.

Troubleshooting Steps
  • Power-cycled the ISP modem (unplug, wait, plug back in).
  • Power-cycled the Linksys router after modem was online.
  • Verified router LED status (solid blue).
  • Confirmed internet connectivity with customer.
Key Observations
  • Agent failed to collect product model number, a critical protocol miss for any product troubleshooting call.
  • Serial number was mentioned by customer at [00:00] but not acknowledged or confirmed by agent until much later, if at all.
  • Agent repeatedly interrupted troubleshooting flow to demand receipt for warranty, even after issue was resolved ([05:00], [07:00], [14:00]).
  • Correct power-cycle procedure was provided and resolved the issue.
  • Agent did not pivot to warranty discussion only after resolution; instead, it was interjected during active troubleshooting, harming efficiency and communication.
Positive Highlights
  • Provided accurate and effective power-cycle instructions that resolved the internet issue.
  • Correctly advised modem-first restart with appropriate wait time, aligning with KB guidance.
  • Confirmed resolution by asking if internet was working after LED turned solid blue ([14:00]).
  • Maintained polite tone despite procedural missteps.
Agent Errors / Gaps
  • Missing product model number collection — critical protocol failure for product support.
  • Incomplete serial number confirmation — customer provided '33c1027c02135' at [00:00], but agent did not verify or use it.
  • Premature and repetitive warranty validation demands — agent pushed for receipt during troubleshooting ([05:00]) and post-resolution ([14:00]), disrupting flow.
  • Failed to separate technical resolution from administrative follow-up — conflated warranty process with technical closure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 94%
Customer confirms at the end: 'yes still solid blue' and 'Thank you very much' — agent confirms internet is working and issue resolved via power cycle.
R2 Met Diagnostic thoroughness conf 92%
Agent correctly guides customer through full modem-first power cycle (unplug both, wait, modem first, wait 3 mins, then router) — matches KB red LED troubleshooting path.
R3 Met Correct resolution path conf 88%
Agent follows correct path for red LED: power cycle modem and router. Warranty status not needed as issue resolved; receipt request is for record update, not blocking support.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies solid red LED symptom, asks about ISP and troubleshooting done, and correctly infers WAN connectivity issue requiring reboot — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 87%
Issue was transient WAN loss; power cycling is the appropriate and sufficient tool per KB. No need for admin login or speed test when LED recovers after reboot.
T3 Met No misinformation conf 96%
Power cycle instructions (modem first, wait, then router) are technically accurate and match KB guidance for solid red LED.
Communication
C1 Met Clear & professional language conf 89%
Agent maintains control, gives clear step-by-step instructions, manages transitions (e.g., after reboot), and closes call appropriately.
C2 Met Confirmed understanding conf 91%
Agent uses simple language, repeats steps clearly, and adapts to customer’s pace — customer successfully follows instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, performs troubleshooting, and does not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 86%
Agent sets clear next steps: reboot now (done), and email receipt for warranty update — specific action with implied timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remains polite, patient, and professional throughout; customer expresses gratitude, indicating positive experience despite no explicit empathy statement.
X2 Met Tone & rapport conf 88%
Agent matches customer’s pace, uses repetition effectively, and confirms understanding through customer compliance and final confirmation.
X3 Met Overall experience conf 84%
Agent resolves issue without unnecessary steps; receipt request is for warranty update, not required for fix — customer effort minimized.
Call Transcript14 turns · 18 lines
Speaker 1
My router is in the red the light is red. So I am plugging the router and it turned blue but that now it's red again yes 33 c 10 and 27 c 0 2 1 3 5 Cusnet yes yes just about two days ago i just unplugged it and plugged it back in in 30 seconds [silence]
00:00
Speaker 2
okay\mhmm? um. okay, um, we have the serial number of our Linksys device, please\mhmm. and who is your internet seller provider\mhmm? wees net\mhmm. huge net, okay.\mhmm. and this is Miss Catherine Ollechine\mhmm, if I pronounced it correct? okay. um, when did this issue started to happen, ma'am?\mhmm. when did it went to solid red? and what troubleshooting steps have you done so far?\mhmm? have you\mhmm.
01:00
Speaker 1
No. Okay. Okay, so, uh, uh, you want me to unplug the modem first and then unplug the router again at the same time? Okay. Okay. All right.
02:00
Speaker 2
did you try to to reboot your modem [silence] try to reboot also your modem and check if that is working fine or not with your net and if you verify that your modem is online then you need to do a reset and reconfiguration on your router [silence] unplug both the modem and the router and after 10 yes [silence] and then you turn on the modem first and wait for it to go online
02:00
Speaker 1
Okay, count to 30.
03:00
Speaker 2
and for 10 only and then you turn on the modem first and wait for it to go online and just wait for like two to three minutes for the mood to boot up and then you turn on your links is router. Okay, you can now turn on the router. I mean yeah, the modem and then Just wait the three minutes to before you turn on the router, yeah. Yes, ma'am. When did you purchase this router,
03:00
Speaker 1
uh it was uh march 5th 2026 yes i did
05:00
Speaker 2
because you did not send your receipt with the date, so we cannot validate it. You only send the screenshot where you can rate your product, but we cannot see the order date here on our end. We cannot change or update your warranty start date.
05:00
Speaker 1
Yes. I have the modem hooked up and now it's been three minutes. I'm going to hook up the router now. Okay. I'm hooking up the router. I don't know. I don't know if I have that. I have it. Okay. Okay. The the router is not lighting up.
07:00
Speaker 2
did you already turned on your router? can you send another screenshot of your email of your receipt, ma'am with the order date? You can check your Amazon app and check the order details or the invoice of this item. you just unplug the power outlet, right? I mean, the power supply, okay? Try to check. Okay. Just give it a minute.
07:00
Speaker 1
Let me see if I have the right cord
09:00
Speaker 2
Okay. Alright. Let's just wait for it to reboot. [silence] what's the light of your router? just give it a minute, let me check it will change or not, okay, it's not working.
09:00
Speaker 1
yes still solid blue yes Okay. Thank you very much. Okay. Okay. Okay thanks. Bye.
14:00
Speaker 2
It's still solid blue. All right. Have you tried to check the internet and it's working now? Okay, that's good. So, yep, you just have to reboot you both then, ma'am. If the issue was happened again. And also, you're welcome, ma'am. And also, I'll be sending you another email so that you can send your receipt where we can see the order date, alright? The invoice or the order date of the device so that we can updated in our end. Alright, thank you for calling, miss ma'am. Have a good one. Bye.
14:00