V2 Rubric Detail — 0a7c45c6-7465-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 09:21
Duration
19m 12s
Contact
Alp Adanur
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135278
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login on the app

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall48.9% (+28.9)

V2 Grader Summary

The agent correctly identified that the SPNM60 is not supported by the app, but provided multiple materially incorrect URLs and IP addresses (myrouter.com, 192.168.11, 192.168.10.1) contradicting the KB. While a node reset was performed, the agent failed to verify if the child node's red light (no internet/pairing failure) was actually resolved, leaving core issues unconfirmed.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 88%
Agent guided customer to access router via browser and performed node reset, resulting in solid blue light, but did not confirm if app login issue or child node connectivity was resolved post-reset.
R2 Partially Met Diagnostic thoroughness conf 86%
Agent collected model, serial, and LED status, and attempted troubleshooting via browser access, but failed to diagnose child node's red light as pairing/backhaul issue before reset.
R3 Partially Met Correct resolution path conf 90%
Correctly identified browser access as path for SPNM60, but did not address child node's red light or pairing issue — a core function — limiting resolution to partial.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified app login failure but did not ask about child node symptoms until late; root cause of red light (no internet/pairing failure) noted but not diagnosed — ISP or backhaul issue not explored.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use authoritative KB for URLs and IPs, providing 'myrouter.com' and '192.168.11' (and later '192.168.10.1'), which are not correct local access points for SPNM60 (myrouter.info / 192.168.1.1).
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect technical guidance: 'myrouter.com' (non-existent), '192.168.11' (invalid), and '192.168.10.1' (only for PCCW IPTV). KB explicitly states myrouter.info or 192.168.1.1 for SPNM60.
Communication
C1 Partially Met Clear & professional language conf 87%
Set expectation about app incompatibility, but repeated misstatements and lack of correction after customer error ('can't reach site') show loss of control; failed to recover from own misinformation.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but failed to confirm understanding after giving critical instructions; customer repeated 'info' multiple times, indicating confusion not fully addressed.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the entire interaction, did not transfer, and followed through on guiding the customer through reset and setup steps.
O2 Partially Met Proactive follow-through conf 84%
Provided immediate steps but did not confirm final outcome (e.g., successful login or child node pairing); closed call without verifying resolution of original issues.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized multiple times ('I'm so sorry') and acknowledged customer difficulty, showing empathy despite communication gaps.
X2 Partially Met Tone & rapport conf 83%
Attempted to match pace but customer disengaged during long silences after incorrect instructions; failed to re-engage or adjust approach when confusion was evident.
X3 Not Met Overall experience conf 90%
Customer had to repeat attempts due to agent’s incorrect URL/IP; caused avoidable effort by providing wrong information that required correction through trial and error.
Call Transcript30 turns · 35 lines
Speaker 1
Hello. Uh so I can't log into the app. I don't know why. Like it's not happening since like one week. And my sorry. Sorry? Yeah. I'm trying to log in with uh SIM password. You aren't me like allowing me to login. Uh model, it should be uh wait, let me check. Model. Shall I give you
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 so much for calling Linksys. This is Dredge. Can I help you? Dredge: Okay, you mean to say, again, you said that you cannot log in on the app? Customer: [silence] Dredge: you said that you cannot log in on the app? Customer: [silence] Dredge: What's the model number of the router? Customer: [silence]
00:00
Speaker 1
SPN6M60 sorry serial number it's 72E10M2AF1715 It's not like we're-you're using like since one it's been like over-five months and I
01:00
Speaker 2
Yes. serial number. serial number. Okay, so for this models here, uh, this is not, uh, supported with the linksys app, so you can only access its settings via the IP address, uh, the local log-in myrouter.info or. one 92th168.1.1. Is this a new device? [silence] Five months.
01:00
Speaker 1
Yeah, five months. And wait, I'm giving you two. Uh, I gave just a child's router serial number. The actual, like, the main one is like downstairs. Should I give you that one? And there's a problem with the child. Uh, we had two, and the child node, we can't connect with the main Wi-Fi. What? TB serious number for the the main one. Oh, it's Linksys. Okay, all right.
02:00
Speaker 2
Who is your internet service provider? Okay, how many notes do you have, Minita? Okay, can you tell me who's your internet service provider? Who is your internet service provider, sir? And your internet service provider. Who is the company that provides your internet? No, sir. We do not provide internet. We just provide uh we manufacture routers. We do not provide.
02:00
Speaker 1
Let me check that. Wait. Let me check [silence] Uh it's saying uh trend, AD trend. [silence] internet service. I don't know how to. Uh, how can I like look at that? Because I don't know. [silence] Uh. All I don't know like I can't, I just look into the the router. It says like link see this community fiber and the my parent.
03:00
Speaker 2
so who's the company did i believe that's the brand of the modem but that's not the internet service provider who are you paying your bills that's what i want can you tell me at least the model number of the parent node That's the model number of your [silence] parent node
03:00
Speaker 1
Note, uh, it's, uh, I'm looking at the Linksys Router now. I can't see any, like, name on it. I'm looking at the back. It says just model number SP SP SP A60. yeah? Serial numbers. 7, 2, E, 10, M, 271, 9, 3, 10. Yeah. Actually, uh, just one. One, just one note.
04:00
Speaker 2
that that's the did this is the main router okay can you okay can you so what's the model number so you have two notes in total right okay what's the name of the router what do you mean you said that you [silence] said yeah yeah [silence] yeah
04:00
Speaker 1
Yeah, we have original and we have one child node, that's it. [silence] Yeah, yeah, yeah. Uh, sorry? Your WiFi name is community fiber 10 GB 0da3. SOAP. A-L-P-A-D-A-N-Y-R. 41@gmail.com. A-L-P.
05:00
Speaker 2
you have an original router, right? So there is a main, main router the main node and then yeah. So there's a main, main node and then child notes and there's two in total. What's the wifi name that I need to note down. What is the wifi name that's under uh that's printed on the pair uh the parent node? Can you provide me your in your full name and your email? [silence] Hold on. Can you try to repeat your full name again? Okay. What's your last name?
05:00
Speaker 1
Adanering 41.gmail.com yeah. yeah. Relish on Yeah, Yeah, Yeah. meeting. Yeah. Yeah. Yeah? uh i'm trying to connect with to main with microphone. [silence]
06:00
Speaker 2
That's going to be A.D. And your email. So, A-L-P-A-D-A A-N-U-R, at uh 4-one at gmail.com. Your phone number is zero seven four zero zero seven zero six nine three five three eight. You're calling from UK, right? Okay. So, um what's the light indicator of the parent node?
06:00
Speaker 1
Car. I don't know, it's not allowed me to connect. Sorry. It's it's red now. Yeah. Uh I'd like I tried to connect it when it's turned purple. In the main one, in the main one is uh it's white. We y yeah, it's so yeah, it's the main one. It's solid white. Like we have we have Wi-Fi.
07:00
Speaker 2
What's the light indicator. Solid red. So, solid red Me means that there is no internet connection. So, I'm so sorry, go ahead. Solid white on the main one. Okay, I bought this one can you bring the child note right next to the parent note?
07:00
Speaker 1
Yeah.
08:00
Speaker 2
Okay, you power it on? You power it on, sir. Okay, well, waiting for the uh node to fully boot up. I just wanted to uh set your expectation, that you cannot use the linksys app for this system because this is not designed. [silence]
08:00
Speaker 1
Yeah
09:00
Speaker 2
you to support the links with that. Now we are going to access its settings through the browser. Either have a computer or we will just use your phone. Okay now you connect your computer to the Wi-Fi. [silence] Alright now open up a browser. [silence] and the in the address bar type in my router.info. Dot info.inf. [silence] [silence] [silence] [silence]
09:00
Speaker 1
OK, info. OK, okay, okay, yeah, yeah. Linksys, your ENC. Trying to reach Linksys now. If you're trying to administer Linksys now, basic Wi-Fi cell. Router. My router. Yeah, yeah, yeah, I did it. I did it. OK, wait. Myrouter.info. We can't reach that site. Just error. I got error. 192.1.
10:00
Speaker 2
F for Fox號 T and then O. now. You have to put the my router.com what to us on the address bar. So that's the long bar at the top of the screen. Please you did know. Okay. How about the 192.168.11?
10:00
Speaker 1
six what was that one six eight period one period one except yeah to access admin page type okay Login or admin which one I'm login okay click on button login uh my writer password give me Second yeah Yeah I'm doing that now.
11:00
Speaker 2
1 9 2 period 168 period 10 period 1. Login. [silence] 192 period 168 period 10 period 1. the default one, that's underneath the router.
11:00
Speaker 1
Uh, yeah, I entered and pressed login now Yeah, uh, I'm, oh, it's turning red, so I'm, uh, doing the reset, right? Yeah. Uh, it's like, like, it's next to it. Okay. I'm, yeah. Okay, how did it? Uh, yeah, it's blinking blue now. Okay. Do that new wash. [silence] solid blue now yeah uh menu it's on it. yeah yeah setup new product wait no it's next ok it's saying like surgeon [silence].
12:00
Speaker 2
okay now on the Linksys page you click on the menu okay and then on the left side you'll see my network there is an option set up a new product okay [silence]
15:00
Speaker 1
It's blinking white now. Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
16:00
Speaker 2
Okay. Oh, what does it say on the latest phase? All right, so you can go ahead and relocate the note. You can go ahead and relocate the note back to its original location. Okay. All right, You're welcome, sir. If you need help or if you have any concern with your product, just give us a
18:00
Speaker 1
okay okay thank you okay
19:00
Speaker 2
call back, Okay? All right. You're welcome. And I won't take so much of your time. Have a good day and bye for now. Okay. Bye-bye.
19:00