V2 Rubric Detail — 0a7f367a-7076-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 09:12
Duration
11m 15s
Contact
Matthew Macpherson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134734
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.1/5

V2 Rubric Scores

Resolution3.75/5
Technical3.12/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall75.2% (+33.2)

V2 Grader Summary

The agent successfully resolved the setup issue by guiding the customer to use the correct node as the parent and complete app registration. However, the agent provided materially incorrect technical information by stating that SPNM60 (Cognitive Mesh) and SPNM57 (Intelligent Mesh) are compatible, directly contradicting KB documentation that cross-generation mixing is not supported. This critical inaccuracy downgrades T3 to Not Met and R3 to Not Met, despite the successful outcome.

V1 Case Analysis

Customer attempted to set up SPNM60 (Wi-Fi 6, Cognitive Mesh) with two Wi-Fi 7 (Intelligent Mesh) nodes. Agent incorrectly stated compatibility between mesh generations, leading to unstable setup. Customer completed app setup but likely faces future connectivity issues.

Troubleshooting Steps
  • Instructed customer to unplug incompatible Wi-Fi 7 nodes and isolate the SPNM60.
  • Verified solid-blue LED on SPNM60 (ready state).
  • Guided customer to connect to SPNM60 Wi-Fi and complete setup via the Linksys app.
Key Observations
  • Agent provided factually incorrect information regarding mesh compatibility, directly contradicting the KB (velop_mesh_compatibility.md).
  • Customer was misled into believing a mixed-generation mesh setup is supported, which may lead to future instability.
  • Setup was completed via app, but no validation of actual mesh functionality or performance was performed.
  • Agent did not reference KB or escalate when faced with cross-generation compatibility question.
  • Customer completed setup but likely faces long-term connectivity issues due to incompatible mesh generations.
Positive Highlights
  • Collected customer name, phone number, email, and serial number accurately.
  • Guided customer through proper physical setup steps: isolation, power-cycle, and LED verification.
  • Directed customer to use the Linksys app for configuration, which is correct for SPNM60 setup.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • At [06:00], agent stated 'they will work they are compatible sir' — this is factually incorrect per velop_mesh_compatibility.md, which explicitly states: 'Nodes from different mesh technology generations cannot be mixed in the same network.'
  • Agent failed to consult or reference KB documentation on mesh compatibility, leading to materially wrong guidance.
  • Agent did not warn customer of potential instability or incompatibility issues despite clear KB rules.
  • Agent incorrectly suggested that using Cognitive Mesh (SPNM60) as parent for Intelligent Mesh (Wi-Fi 7) nodes is acceptable, when KB explicitly prohibits cross-generation mixing.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms setup success: 'It looks like it's all set up there, thank you very much.'
R2 Met Diagnostic thoroughness conf 90%
Agent directed customer to unplug devices, connect the correct node to the modem, and verify solid blue LED — logical, sequential troubleshooting steps.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated that SPNM60 (Cognitive Mesh) and SPNM57 (Intelligent Mesh) are compatible and can work together, contradicting KB guidance that different mesh generations cannot be mixed.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked for model numbers, serial number, device count, and LED status — targeted questions to identify the issue.
T2 Met Appropriate tools / resources used conf 90%
Agent used appropriate on-device diagnostics (LED check) and app-based setup; no remote tools needed for this scenario.
T3 Not Met No misinformation conf 90%
Agent provided materially incorrect technical information: claimed SPNM60 and SPNM57 can work together despite being on incompatible mesh systems (Cognitive vs Intelligent Mesh), which violates documented compatibility rules.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacked clear opening framing and had a slightly disjointed flow, but maintained control and guided the interaction to resolution.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, confirmed understanding, and adapted to customer’s pace during setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on setup guidance.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: unplug old device, connect new one, check LED, use app — all completed within the call.
O3 Partially Met Closure confirmation conf 85%
Agent re-asked for model number and serial after customer already provided them, indicating a lapse in continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, used 'thank you' and 'no worries,' and stayed professional despite customer confusion.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated instructions when needed, and kept engagement throughout.
X3 Partially Met Overall experience conf 85%
Customer had to repeat model and serial information unnecessarily, increasing effort.
Call Transcript22 turns · 23 lines
Speaker 1
Bye. Hello. Hello. I've just been sent out a new Linksys Wi-Fi 6 box, and I'm trying to
00:00
Speaker 2
Welcome to Links US Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you so much for calling, this is Josh. Can I help you?
00:00
Speaker 1
Buuz de. I am struggling to set up. So I was wondering if you could help me out, please. Um. The model number is one second. Um. SP N for November, M for mama X fewer. Yes. The serial number is... Um, six, five November one-zero Mama to Bravo echo zero 6782.
01:00
Speaker 2
no worries what's the model number of the device this is from community fiber right okay alright and can you give me the serial number
01:00
Speaker 1
I have one main router and then I have two nodes.
02:00
Speaker 2
How many devices did you have, sir? Okay, you have two notes. Have you called Linksys before?
02:00
Speaker 1
second time. Yes, it's 07872, 377714. Matthew McPherson. Yes, correct. Yes, correct.
03:00
Speaker 2
This is the first time. Second time, okay. Can you give me your phone number so I can pull up your records? Okay. All right. And uh, So am I speaking to Mateo Macpherson? Your last name is? Okay. Your last name is spelled M A C P H E R S O N. Okay. All right. And um, your email is Matt Maccone@humail.com. Okay, so
03:00
Speaker 1
one that I just gave you the details for is I want to be my main router and then I want, I've got two other nodes that I'd like to be my nodes, two other devices that I'd like to be my nodes. In total, I got three routers. No, one is Wi-Fi 6 and two are Wi-Fi 7. No, the one I provided you the Wi-Fi 6 and that's the one I want to use as the main router.
04:00
Speaker 2
Sure. A record here, sir for would you're router is PN M60. Is this on a different location, sir, or in the system? You wanted to add these two nodes on the system. Okay. So, how many nodes did you get from Community Fiber? Are they off the same model? Okay, so, which what's the model number of the Wi-Fi seven? Is it the one that you provided me? So, what's the model number of the Wi-Fi seven, sir? Is it
04:00
Speaker 1
let me just check.
05:00
Speaker 2
The two of them? Well, sir, unfortunately, sir, you cannot make this SPMG7 to be the parent, sir, to the SPM60, but you can use this one as a child node to your SPM60. I believe so, sir. Did they recommend you to me to configure the SPM60, uh, the SPM6570 to be the parent node? Well, sir, this Okay, so the m well, it will defeat the purpose, uh, I mean, it will like um I I cannot guarantee that it will
05:00
Speaker 1
The only problem is I can't use the Wi-Fi 7 router because then I don't have access to your app because it's not compatible with your app. Is that the Wi-Fi-1?
06:00
Speaker 2
the work through because the PC I may have 60 row is why I said them seven it's peak cloud router it's is pinnacle system and this one the Aspen is perfect seven sir is uh an intelligent net and the 60 is cognitive mesh they are on different systems sir they will work they are compatible sir but uh it is recommended to make the cognitive mesh to be the main router well that's a thing said if you would like said that I if you like to use the Lindsay's option said then you could just replace the whole system with I 7 I mean the Intelligent Mesh or the Espen MM57 the Espen MM57
06:00
Speaker 1
Okay, so they've got it wrong here. okay, but either way, i still can't set up this device here. uh the Wi-Fi 6 one. Okay, uh that's fine. Can we set up the s p m x57 to be the main router, please? hello. Hello. Yeah, they're both disconnected. Hello.
07:00
Speaker 2
yes sir all right if that's the case sir please unplug the okay you disconnect the s p n sx zero first? Okay. Okay, unplug it and put it away. Yes, sir, you unplug everything. Okay, so you set this aside and then you're connecting the SPM. Are you talking about the X 57? Direct to the main, to the modem. Okay, what's the light indicator, sir? Is it okay if I like the light indicator of the child node. Solid blue. Okay. Um, did you just turn it on? Or has it been on for a while?
07:00
Speaker 1
No, it's been about 10 minutes, 15 minutes. Uh, I can try it. Let me just do that now. Um, 64J Succulents successfully. Um, oh, OK, yeah, it looks like now it's connected. And how do I please connect it to the app? Uh, yeah. OK, I have opened the link Cesar. It says getting around toTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]. Yeah, it says
09:00
Speaker 2
If it's already solid blue, it means that it's already working. Can you try to connect to the Wi-Fi of this node? Make sure your phone is connected to the router, and then you open the Linksys app.
09:00
Speaker 1
Settings, we found the new network, add to account, enter your router password. Is that the password that's on the Wi-Fi password? Cool. Ok, cool. So from here, I can then do.... Perfect. Ok, thank you. It looks like it's all set up there, thank you very much.
10:00
Speaker 2
Sure.
10:00
Speaker 1
Oh, yes, thank you for, I appreciate your time. Thank you very much.
11:00
Speaker 2
or any questions regarding the compatibility of the device, feel free to call us, okay? Okay, you're welcome, sir. And take care. Have a good day. Okay.
11:00