V2 Rubric Detail — 012d1582-7ee6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:09
Duration
32m 11s
Contact
+447877340536
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136926
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DEVICE DOESN'T TURN ON.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall61.2% (+7.2)

V2 Grader Summary

The agent identified a dead‑power issue and performed basic power‑cycle and reset steps, then correctly escalated the ISP‑provided hardware to Level‑2 and instructed the customer to contact Community Fibre for a replacement. However, the call lacked a definitive resolution, contained inaccurate technical guidance (five-times power-off procedure), and required the customer to repeat information, resulting in a partial but not complete outcome.

V1 Case Analysis

SPNMX57 router not powering on; no LED. Verified power adapter (12V 2A typical). Attempted undocumented 5-cycle power recovery. No response. Escalated to L2. Advised customer to contact Community Fibre for replacement.

Troubleshooting Steps
  • Verified power adapter voltage/amperage (12V 2A typical).
  • Instructed customer to try a different wall outlet and toggle the power switch.
  • Guided customer through a 5-cycle power recovery procedure (unplug-wait-replug).
Key Observations
  • Agent initially misidentified model as SPN MX 67 but corrected to SPNMX57 by 04:00.
  • Serial number was captured as S6N5F05016 after clarification (03:00–04:00).
  • Power adapter specs confirmed as 12V 2A typical per KB, though not explicitly stated by customer.
  • 5-cycle power recovery procedure is not documented in KB for SPNMX57 or any Linksys model.
  • Agent correctly identified ISP-provisioned device and directed customer to ISP for replacement per universal_escalation_guide.md.
  • Ticket number 136926 was confirmed and repeated, though agent showed momentary uncertainty.
Positive Highlights
  • Agent correctly identified that ISP-provisioned hardware (SPNMX57) must be replaced by the ISP (Community Fibre), per universal_escalation_guide.md (23:00).
  • Agent verified power adapter specifications (12V 2A) consistent with typical SPNMX57 requirements (15:00).
  • Agent set clear expectations about hardware fault likelihood and escalation path (22:00).
  • Agent demonstrated empathy and apologized for inconvenience throughout the call.
Agent Errors / Gaps
  • Incorrectly referenced model as SPN MX 67 before correction (04:00).
  • Advised a non-standard 5-cycle power recovery procedure not supported by KB (24:00–25:00).
  • Did not confirm serial number clearly until prompted by customer (03:00–04:00).
  • Provided momentary uncertainty about ticket number validity (28:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded hardware failure and escalated to ISP for replacement, but did not confirm resolution or provide working hardware.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycling, reset attempts, and checked power adapter specs, but did not suggest testing with a known-good adapter or verify outlet power — key diagnostic steps missing.
R3 Met Correct resolution path conf 95%
Agent correctly identified ISP-provisioned hardware (SPNMX57 via Community Fibre), advised Level-2 escalation for isolation, and directed customer to ISP for replacement — appropriate path given warranty ownership.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified 'no power/no lights' as primary symptom, asked about power adapter, requested serial number, and proposed logical isolation steps consistent with hardware failure.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent relied solely on verbal troubleshooting; failed to recommend using a working power adapter from another device or multimeter test — tools appropriate for power issue but not used.
T3 Not Met No misinformation conf 100%
Agent instructed a 'five-times power-off' recovery procedure (unplug/plug 5 times) not documented in any KB for SPNMX57 or any other model; this is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set initial expectation of possible hardware issue but allowed long silences, repeated requests, and lacked clear transitions between steps.
C2 Partially Met Confirmed understanding conf 86%
Agent used polite tone and repeated instructions, but repeatedly asked for already-provided info (model, serial, power specs), indicating failure to adapt to customer's communication style.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, offered escalation, and did not transfer prematurely.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number and next steps (contact ISP), but gave incorrect/incomplete phone number and no timeline for Level 2 follow-up.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent decided to escalate to Level 2 after determining the device may be defective, which is a valid trigger (no power after basic troubleshooting).
E2 Met Escalation prep & handoff conf 92%
Agent created a ticket, provided the ticket number, and informed the customer of the escalation path and who to contact (Community Fibre).
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent repeatedly apologised for the inconvenience and expressed empathy (‘I really apologize for the inconvenience, sir’).
X2 Met Tone & rapport conf 90%
Agent maintained a calm tone, repeated instructions when the customer was confused, and adjusted language to the caller’s pace.
X3 Partially Met Overall experience conf 85%
Customer had to repeat serial number, model, and power‑adapter details several times; agent could have reduced effort by confirming once and using the information directly.
Call Transcript54 turns · 58 lines
Speaker 1
[HUMAN_REVIEW] is there's there's no there's no life on the big one you know the fire community fiber link by that one not the box the other longer was working Then the motor was working, but now it's not working. It's not been working for two, three hours. Yeah, that's the first time here. There's no.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys. This is Omani. I'm going to help you today. [silence] You don't have any power outage. Did you try to check if your modem, have internet connection here? But have you already tried to check your internet service provider if your modem is working? But is this your first time calling us for support?
00:00
Speaker 1
Yeah uh Humble thing Yeah, hum in this thing Yeah, H A, R, M I N, D E, R Yeah Yeah Yeah Yeah uh, Singh. S-I-N-G-H You want to know the number, yeah? Yeah, give me one second Yeah, it's uh, 078-77-34.
01:00
Speaker 2
me, I know. Your first name and last name. Can you spell it for me? Sorry, let me just verify. So infinite it's your first name is H4 Henry, A4 Alpha, R4 Robert, M4 Michael, I4 India N4 November, D4 Delta, E4 Edward, R4 Robert. Your last name? And your callback number as well, just in case this call disconnects. Yes, your callback number.
01:00
Speaker 1
40536 my email is singh at hotmail.com at hotmill.com [silence]
02:00
Speaker 2
and your home email, so underscore sing s-i-n-g-h underscore 62 on And how many links as router do you have in total? Links as devices Can you please provide the serial number? Okay, so it is six, five. N for November. One zero two, five, letter S for Sam zero, five, zero one, six. So there's a letter M. The metal. Yes, please.
02:00
Speaker 1
For November 10 M for mother 25 F 05016. No, no, F F. Yeah, F 80. Yeah. Where did he look? Where is that? Where can I find it? Yeah, community 5 or 10 G by the bottom. Module number. Where is the model number? Oh yeah, model number. Yeah, SPNMX 57. Yeah, that's correct. Yeah. Sorry. Oh no, the.
04:00
Speaker 2
Letter S for Sam. F for Freddy. Okay, so the model number of your Lynx device is SPN MX 67. It's from community fiber on the bottom. Look for the model number. You know, this is the light indicator of the router, sir. light, light on top of the router.
04:00
Speaker 1
There's no light on the top, no. Yeah, yeah, turn them. No, there's still no light. The other one has a light. You want me to turn it on and off again? The other box is on, but the fiber one is not on. You want me to turn it on and off again? Okay. Yeah, so one's the box and one's the fiber one. The fiber one's not working. If that's not working, the internet don't work. Yeah, so one's like a box that [silence]
05:00
Speaker 2
Okay, make sure it's turned on. There should be light color on top if they've turned on. Try to toggle the switch. Yes. So you have two Linksys devices? So you have only one router.
05:00
Speaker 1
it's just a box. and then the other one is the Wi-Fi. so the one I gave you. that's the one not working. you want me to turn on the the switch on and off again? okay, give me one sec. the wall. okay. Let me try switching on and off again. give me one second. to plug. to plug this one. white one. give me one second. okay? [silence] okay, give me one second. and then turn around.
06:00
Speaker 2
Yes. And make sure it is plugged in directly to the wall outlet.
06:00
Speaker 1
When I plug up land is made to make it in the middle. [silence] Yeah, so I turned it on and off again. [silence] Now, the other box. [silence] running on a like a CD power and then the 5G but the other one is there's still no like yeah the router is working the light got the green light the power two point five GE but the other one when I give you the serial no one is no light so yeah the device is not turning on nor the the the power adapter is working that's no problem the other one's my way
07:00
Speaker 2
the link says router. So the device doesn't turn on. Do you have a different power adapter sir? Kindly plug that one directly to a wall outlet. So if the power adapter is working, so there should be light indicator on top of the router
08:00
Speaker 1
No, the router, there's no light. There's the powers on and everything. No working. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah, I'll put it on the onto the other one this is not the um
09:00
Speaker 2
Add to transcript
09:00
Speaker 1
working pert Yeah there's no lights I said still no Yeah Yeah Yeah lights Okay
10:00
Speaker 2
So when you try to use a different wall outlet, there's no light. And did you already toggle the switch on and off? And we check the power specs. What is the power specs of?
10:00
Speaker 1
The power adapter is working fine. There's no problem. There's no lights and everything. It's just the other one not connecting. The power adapter, the power's on, the green light's on. [silence] You know there's this square button [laughs] that it says, um, it says power, alarm, 2.5 G, optical. That's, it's like a square thing I have. That's all working fine. That's got all green lights. But then the fire, [scratches head] community, where I give you the serial number, that's not working at all. There's no light or nothing. I switched it on and off again. I put the plug on and off again. There's no [laughs]. [silence]
11:00
Speaker 2
of your power adapter. what you mean for the other one? how many links your router do you have, sir? I thought you have only one router. what you mean for the power one?
11:00
Speaker 1
ging on that light. Yeah. The power adapter is working fine. Yeah, that's working fine. What does that mean? Sorry, can you explain that properly? Oh, you want me to take it on and off again. Yeah. How was six? No, it's still not working. There's no power.
12:00
Speaker 2
Let me check the power specs of the router. Of the power adapter of the router. Provide the power specs. [silence] t. He input and output. If you're going to look underneath of the power adapter, you can see the volts and amps there. Just provide the power specs. [silence] t information that I need should be labeled underneath.
12:00
Speaker 1
The power adapter. What information do you need? The Vault. Is it called the ADTN one, that one? No. What did it start with? Five. Oh. Three. A. I got. I got 1, 2, 8, 7, 9. That one? Power adapter. I go.
13:00
Speaker 2
No. Three amps, 12 volts, 12v three A. No, it's not. The power specification of your router, sir. The power adapter.
13:00
Speaker 1
got name, password, recovery key, then I got serial number and the Mac address. You don't want nothing from there, yeah? Power adapter. Yeah, so I got SN, MAC, EID. Which one do you need? I was. So I got S DX31Q, know that one? Magic Remote. There's no there's no board. They've got 12V LOA, that's it. There's no board. This device complies with the part of FCC. Oh, that operation subject of that. I only got that, that's it.
14:00
Speaker 2
Yeah, because you're looking on the bottom of your power, try to check your power, your power power specs. Okay, then check out the volts of the input and output, voltage and amper, the vol, 12 vol,
14:00
Speaker 1
Yeah, this is, yeah, the, I am looking at the power adapter. Behind it there, there's a sticker. I can't find nothing that you require. I already said everything to you on that power adapter. I'll be to eight. 12, 1879. That's a lot of people.
15:00
Speaker 2
Did you try to look at the power adapter of the router? If it's commonly the UK power adapter is 12V 2A. So, then you kind of need to see the power specification underneath of the power adapter. It's commonly 12V 2A. Is that the power adapter? Is that the one you plug into the wall outlets? It's the power adapter. So it can output like 2b, 10.
15:00
Speaker 1
The router is no working. Yeah, this is not working. There's no power on this one. I already switched on and off again. I are giving you reset button, yeah? Okay, let me reset you. I'll hold it for how long? Okay. Yeah, I done it. There's still no light. [silence]
17:00
Speaker 2
And do, do you have other routers or? so there's only one. So we cannot, use a different power adapter from where you're working router. Do you have a laptop or computer which we can use to wire? softly press and hold the reset button for 10 to 15 seconds. Where did you purchase this one?
17:00
Speaker 1
Yes. In the UK. Yeah. Watched it from here. Someone came and connected it. The Wi-Fi name's communication, commu-ity. Then fiber. that means so? On the network.
18:00
Speaker 2
Is your internet bundled by your community fiber? Can we check if the SID is broadcasting? The wi-fi name. Is it broadcasting or it's no longer broadcasting? Check if the wi-fi name you're is detecting on the network list.
18:00
Speaker 1
[silence] Netflix on my phone? Let me check. [silence] No, it's not showing. [silence] Let me check on my laptop. [silence] Give me give me one second. I'm just getting my laptop. Give me one sec.
19:00
Speaker 2
Yes. Go to the Wi-Fi settings of your phone and check the available network. Do you have a device, a computer or a laptop which we can use to wire directly to the router, a laptop or computer that has an ethernet port. Now, what I mean a computer or a laptop that has an ethernet port which we can use to wire directly to the router? [silence]
19:00
Speaker 1
Hola. I'm tuning on. Give me one second. Okay? Yeah, I'm on my laptop. What do I do? It's not showing. Wait. Yeah, you're on.
20:00
Speaker 2
Okay. Mhm. Okay. Simply grab an extra ethernet cable and wire this one directly to your laptop. And wire your laptop directly to the router. [silence] ... connect to the Wi-Fi if you're not already connected. And what should we do in order to speed this process up? Okay, excellent.
21:00
Speaker 1
I don't think I can connect it to my laptop. It's too big, the wire. Mm. No, I don't have the output. Okay. Mm. Mm. [silence] I has a head. [silence] It doesn't have a. [silence] I'll just connect it to that, I guess. [silence] Yeah.
22:00
Speaker 2
So Do you have an option to wire the laptop directly to the router? Okay. And I do really apologize for the inconvenience sir. But I would like to set an expectation that this could be hardware issue since the router is no longer powering on. For further isolation we can escalate this to our level 2 support. That is only for the troubleshooting. However if the router still doesn't turn on and you need to you need a replacement. Then you'll need to either visit the store or contact the service provider.
22:00
Speaker 1
So who do I call for to double check the fiber communication? It's fine. Yes, that's correct. Yes. Yes.
23:00
Speaker 2
For a replacement or a refund, you need to call your internet service provider for a lay-to-replacement, since the router was bundled through them. Yeah. It's community fiber you need to call your community fiber, because your SPNMX57, it is the router that you're calling about, right? The SPNMX57 that doesn't turn on. And you mentioned earlier that community fiber provided it since it's bundled from them. Yeah, because if that device is proven defective, what we can do in our end is to assist you to troubleshoot to proper isolate the router. But if you need a refund or replacement, you need to call community fiber, since it is bundled from them. But we can still try to... [silence]
23:00
Speaker 1
You want me to do it five times? Yeah? You want me to unplug both of them. Yeah? Five times. XR677. Okay. Yeah, yeah, no problem. Yeah, yeah. Okay. Yeah. Give me one second. Let me. Yeah. I took it off now. Yeah. Mm-hmm. Back off. Okay. Yeah. Alright. So, unplug both of them. Yeah? Yeah. XR67. Mm-hmm. XR? Alright. Couple of times. Yeah.
24:00
Speaker 2
the one last option to recover the device. This is what we called a recovery procedure. So, we need to unplug the power from the router. Wait for two seconds and then plug the power back on. Count four, five seconds. So we need to do it five times. Are you ready? Yes. So you'll now proceed to unplug the power adapter.
24:00
Speaker 1
yhip the OK. year three three three yhip the
25:00
Speaker 2
[KEEP_UNCERTAIN] one two three four five and then unplugged one two plug the power back one two three four five unplugged one two then plug the power back one two three four five unplugged one two then plug the power back one two three four five unplugged one two and then connect your power adapter and this will usually take a bit longer than normal boot up so you need to wait about two to four minutes check if there's light indicator
25:00
Speaker 1
here. [silence] you know, there's no light or anything. [silence] Yeah. [silence] Yeah, only one dollar here. [silence] That was it. that.
26:00
Speaker 2
and we don't have the option to use um the different power adapter of your working device since you have only one router which is the SPMX57.
26:00
Speaker 1
Okay. No problem. Okay, sure. So, we have to call them tomorrow and get a new device, yeah? Okay, No, for them. Thank you for your help.
27:00
Speaker 2
Okay, so regarding with this issue, Harminder, I really apologize. But, as what I mentioned earlier, this is, this could be a hardware issue. So, what I can do in my end is just to escalate this one to level two for proper isolation. So, we need to troubleshoot this, perform some advanced troubleshooting. But, if you need a replacement or a refund, so you really need to contact your internet service provider, which is Community Fibre because the device is no longer turning on. Okay? Yes. Okay. You are welcome, Harminder. And feel free to call us back if you need further assistance, okay? So, let me just provide your ticket number. Are you ready to take down notes?
27:00
Speaker 1
Give me one second. And do you have the number to call the . . .? Yeah, communication fiber. Yeah, so what's the the number? 136926 one three nine two six. So 136926. So 136926. And the number to call to replacement?
28:00
Speaker 2
regarding with that, let me just check, verify in my end. So your internet service provider is community fiber, right? Okay, your ticket number is [silence] 136926. Yeah, 136926. Oh, hold on. Let me just check if I have, any, add line number from the. You doesn't respond yet. You're just saying it slowly and low like. If I have. Community fiber, right. You're just happy and you reach out to me on trying to finish; your sentence Let me just check if I have. Okay, yeah. I said yes. The number is 136926 as of October 26, 2021. A.k.a. 35926. To your hardware, system and software. Thank you. [silence]
28:00
Speaker 1
No. Uh, there's no number there. No, there's no number. Yeah. [silence] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ]
29:00
Speaker 2
As of my last update, there isn't a specific community fiber pro-bono helpline number I can provide. However, you can reach out to your local community fiber office for assistance.
29:00
Speaker 1
Hello? hello yes uh 08 0 0 yeah oh 2 yeah 0 7 7 0 so 08 0 0 08 207 0 yes okay thank you I'll call them off
31:00
Speaker 2
Thank you so much for your time and have a great day. Take care. Bye for now.
32:00