V2 Rubric Detail — 0a8218ac-65ab-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 15:34
Duration
19m 54s
Contact
John
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133120
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall71.7% (+15.7)

V2 Grader Summary

The agent resolved the customer's goal by correctly advising a dual-node mesh setup with one node staying connected to the Sky hub. However, they committed a critical technical error by recommending a 5-press reset for an SPNMX42 model, which has a documented alternate reset sequence. Additionally, the agent failed to use the router’s web interface—a necessary diagnostic tool—resulting in a T2 Not Met. Despite these flaws, the outcome was successful due to correct topology guidance.

V1 Case Analysis

Customer attempted to move SPNMX42 router upstairs; advised primary must stay connected to Sky hub. Incorrect 5-press reset guidance provided. Recommended purchasing second router for upstairs coverage.

Troubleshooting Steps
  • Asked for model and serial number at [05:00] and [06:00].
  • Confirmed Ethernet cable is plugged into the internet/WAN port.
  • Instructed that the primary Linksys router must remain connected to the Sky hub.
  • Provided incorrect 5-press reset instruction at [12:00] and [14:00].
  • Asked customer to connect device to default Wi-Fi network to test connectivity at [16:00] and [17:00].
Key Observations
  • Agent provided a materially incorrect 5-press reset procedure for the SPNMX42 model, which is not supported by KB for this product family.
  • Collected unnecessary personal information (name, email, phone) during troubleshooting at [15:00]–[16:00], disrupting flow.
  • Failed to confirm whether the Linksys router itself was providing internet or if connectivity was from the Sky hub alone.
  • LED behavior was misinterpreted — solid red/purple was not properly diagnosed, and resolution was assumed without validating router functionality.
  • No attempt to access web UI, check firmware, or suggest alternative setup modes (e.g., Access Point mode) for extending coverage.
Positive Highlights
  • Asked for the router's model and serial number early in the call at [05:00], showing initial due diligence.
  • Clearly explained that the primary Linksys router must remain physically connected to the Sky hub via Ethernet, which is correct topology guidance.
  • Directed the customer to connect to the default Wi-Fi network of the Linksys router to test connectivity at [16:00]–[17:00], which is a valid diagnostic step.
  • Maintained a calm and professional tone throughout, despite customer confusion.
Agent Errors / Gaps
  • Provided wrong reset/pairing procedure for the customer's router model (5-press reset not valid for SPNMX series) at [12:00] and [14:00].
  • Collected personal data (name, email, phone) that was not required for troubleshooting at [15:00]–[16:00], violating protocol flow.
  • Did not confirm the Linksys router's internet functionality independently — assumed resolution based on device connectivity that may have been to the Sky hub, not the Linksys router.
  • Failed to identify the product family correctly before giving technical instructions, leading to inaccurate guidance.
  • Did not offer any self-help resources (KB articles, setup guides) after recommending a new purchase.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly explained that the primary Linksys node must remain connected to the Sky hub and that a second node can be placed upstairs to extend coverage, resolving the customer's core request.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about model number, LED status, and cable connections, but incorrectly recommended a 5-press reset for an SPNMX42 model, which skips proper diagnostic steps and applies an invalid procedure.
R3 Met Correct resolution path conf 95%
Agent selected the correct resolution path: keeping one node as parent on the hub and using another as a child node upstairs—appropriate for a mesh setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED states and connectivity symptoms but failed to confirm WAN status or test internet through the Sky hub before recommending resets.
T2 Not Met Appropriate tools / resources used conf 90%
The agent relied solely on verbal description and skipped using the router’s web interface (e.g., http://myrouter.info or http://192.168.1.1) to verify configuration or connection status, which is a required diagnostic tool for this scenario.
T3 Not Met No misinformation conf 95%
Agent instructed a 5-press reset on an SPNMX42CF model, which contradicts KB documentation specifying a unique LED flash sequence (bright red → pulses → bright red) for this model.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, set expectations early, and guided the customer step-by-step without losing direction.
C2 Met Confirmed understanding conf 85%
Agent used clear, simple language, repeated instructions when asked, and confirmed understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, made no unnecessary transfers, and followed through on all commitments.
O2 Met Proactive follow-through conf 85%
Agent provided specific next steps (perform reset, wait 1–2 minutes), set realistic timelines, and confirmed LED state changes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional but did not acknowledge customer frustration or prior failed attempts, missing an empathy opportunity.
X2 Met Tone & rapport conf 85%
Agent adapted pace to customer’s confusion, repeated instructions clearly, and kept engagement high.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model info and perform an incorrect reset procedure, indicating avoidable effort due to inaccurate guidance.
Call Transcript34 turns · 36 lines
Speaker 1
[silence] [silence] [silence] Sorry, say that again. Sign up. Hello, yeah. I've got I've got a Sky Sky router and I'm trying to connect my link to it to boost my wi-fi. And it's showing blue and I've connected the Ethernet to the router. But it doesn't - when I take it upstairs to put it unplug it in, it doesn't seem to be. It just shows purple all the time.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thanks for calling Linksys technical support. This is Charm. How can I assist you with today? This is Charm from Linksys Technical Support. How may I assist you with today? Mm-hmm. All right. And
00:00
Speaker 1
I just I just have one link see but I have a a sky a sky hub trying to connect it to my Wi-Fi that make sense? yes I can in plug it in now yeah okay
01:00
Speaker 2
[silence] How many Lynxix routers do you have, sir? If none, [silence] So just to set the proper expectations, sir. If you have a Lynxis router, the Lynxis router should be connected to your Sky modem using an Ethernet cable and you cannot unplug it. I mean, you cannot unplug it, sir, from the Sky modem. It should be connected using an Ethernet cable. And if you want to expand or you want to move your Lynxix router, you need to add more Lynxis routers, sir, so that you can relocate the other Lynxis router to the area you want to relocate.
01:00
Speaker 1
Yeah, okay. So I could just so I could just take upstairs and plug it in, yeah? Yeah, I've so I've got I've got a hub. I've got what we call a sky hub, yeah? So that's that's the Wi-Fi box. And I'm trying to link my Linkse as a as a booster to boost my Wi-Fi upstairs. Okay, brilliant. Okay, I'm going to check. So I can Okay, so I can take out the F cable, yeah? And I can unplug. And then take it upstairs, yeah?
02:00
Speaker 2
it's connected sir your linksys router should be connected to now if your sky hub it should not be unplugged from the ethernet cable no sir you cannot unplug it sir you need to plug it in
02:00
Speaker 1
Okay, yeah, I did that. I thought we said unplug it. Yeah. But the, uh, FNet cable won't won't link upstairs. All right, then. Okay, right, so I need, okay. Okay. So I have to have another box.
03:00
Speaker 2
And you cannot move your Linksys router upstairs. it should be connected to your Sky hub using an ethernet cable. it should be so you need to purchase another Linksys router for you to move the other Linksys routers sir upstairs. You should have two Linksys routers. because one of the Linksys router should be the main node or the parent node. Yes, sir. [silence] Yes, sir. [silence]
03:00
Speaker 1
This this is uh this one, yeah. Okay, and then take that one upstairs. Two seconds. Okay, two seconds. I'm just plugging another one in. I can.
04:00
Speaker 2
00:08:800, 00:11:890
04:00
Speaker 1
[DOWNWEIGHT] And put the Ethanet into this make this new one, yeah? I've looked through the internet on or the internet boxes. Okay. Okay, flashing blue at the moment. So what color does it go to when it's complete? Now gone right.
05:00
Speaker 2
Yes sir. [silence] It could be on the internet port. [silence] And can you tell me what's the model number and serial number of that Linksys router so that I could check?
05:00
Speaker 1
Uh, let's have a look. Um, serial, serial number? Or the model number? Uh, model number. Spn and and x, 42. 55P. 20 M1 2D 07 038. Yes. Mhm. [silence] Mhm. Yes.
06:00
Speaker 2
[silence]
06:00
Speaker 1
Okay, so they're both red at the moment. Okay, thank you. I've I've had the uh, linksies a while because of um an old internet I had, and um I've now got a new Wi-Fi and uh just one... one thing you just need to do is have a link up. Yeah, it was working before.
07:00
Speaker 2
but when you set it up already the light status should be solid blue. So just give it two to three minutes. When did you purchase this, Linksys router, sir, if I may ask? I I'm not putting this in the blue the training the curve I hear right so it's Rick and before. Nice got it
07:00
Speaker 1
still red yep that's correct yeah it is yeah it's activated already
09:00
Speaker 2
All right. Just tell solid red. And you plug in the Ethernet cable on the Internet port, right? Where there is a yellow label at the back. [silence] Right Internet port on the first one. All right. And how about your um this modem that you have, sir. Is it working already or activated? I see. Kinda double checks her if the cable is properly plugged in. Thanks. Got the one. So it in the era fixed it. All right. There's a light set of star. Is it still solid red? But when you set it up before it goes solid red,
09:00
Speaker 1
It did, it did go. One of them went, the first one went solid blue. Uh, but when I took out the Ethernet cable and put everything and plug it into the new one. Um, it went blue, flash blue and it was gone solid red. Yes. Yes, I did. 10 seconds. Uh, I couldn't fit.
11:00
Speaker 2
you mentioned that it goes solid. . . just connect the one for a reset. I see your right cup. And did you reset this node there before you connect it to your sky modem since you mentioned that you have a new internet service provider correct the sky? How long did you press the reset button sir? 10 seconds. Okay. And when you press the reset button the light turns to solid red after a minute or two?
11:00
Speaker 1
I couldn't change it at the time I didn't know we had to look at it.
12:00
Speaker 2
um Nice. Ugh. All right. Okay. Press the reset button again, sir. But this time, you need to press it five times, like press, release, press, release, press, four, five times. Uh, not too fast and not too slow. And the one that is connected to your sky modem. Um, just to confirm sir, how many Linksys nodes do you have or Linksys device? Uh, alright. And one of the node is connected already to your sky modem or sky hub? Uh,
12:00
Speaker 1
Should I put it back in? Yeah, and then and then reset, yeah. Yeah, so it's gone a little bit purple. Flashing blue. Blue. One's blue, one's red. Now it's red. Now it's red. Yes. Yes. Okay. [silence]
13:00
Speaker 2
Is it connected already to your Sky Hub? and it is a solid red. Right and the cable is properly plugged in. Correct? Right can you press the reset button again for five times not too fast and not too slow.
14:00
Speaker 1
so both blue at the moment solid blue no problem yes John Mayot M-Y-A-T-E my address is John Mayot M-Y-A-T-E
15:00
Speaker 2
all right, did you press the request button five times on the node that is connected to your hub? all right, is it solid blue or a fading blue? all right, let's wait for a minute or two sir, just to confirm it will taste all the blue and also while waiting kindly provide your first and last name and also your email address. for me to create a quick record for you. All right, how about your email address?
15:00
Speaker 1
07 867512643. Yes. They're still blue yeah. [silence]
16:00
Speaker 2
Att hotmail.com and also you can provide your phone number sir. Uh-huh. Uh-huh. Got it. So thank you so much for providing me all this information. All right. So does the light set up star stage solid blue? Okay. Kindly connect your phone sir to the default wifi name or the uh other main node the one that is connected to your hub. You can find the default wifi name and password under the router. It's printed on the sticker.
16:00
Speaker 1
Sorry. Say that again. Sorry. Didn't quite understand that. I find it. Okay. On the - on my main hub, my Sky hub, yes? Okay. Right. So I got to connect. I got to connect to the link S first, yeah?
17:00
Speaker 2
All right. Connect your device, or if you have a phone, a laptop, or a computer, connect it to the Wi-Fi on the main node. You can find the Wi-Fi name and password under the main node. It's on the sticker, sir. Printed on the sticker. Not on the skyhub. The linksys router, the one that is connected to your sky hub. Yes, please. All right. I'll go to the Wi-Fi settings on your device.
17:00
Speaker 1
Yes. I'm connected. Yes. I didn't need to, cuz I already had it. when I have it. have it. Have a look way vibes working. Yeah.
18:00
Speaker 2
[silence]developer name or a lynxy's name.[silence] All right. So you're already connected. Did you input the password? Is correct. So try to open any application here or any website and see if the internet is [silence] Allright. It's already working. So, yes sir. Since all the nodes are solid blue, one of the child nodes there or I mean one of the linkis router, you can
18:00
Speaker 1
oh so so the second one yeah the one I've just got all I've got is plugged in to the power at the moment so I can take that one upstairs yeah okay so so it has to stay and connected to the house yeah? Okay. Okay. Okay brilliant. Thank you very much.
19:00
Speaker 2
Okay. Mm-hmm. Yeah. Okay. and the other linksys router, um do not unplug it, it should be remained closer to the hub and connected to the hub. Yes, yes, sir. And the other one you can relocate it. All right, is there anything else for assist you with other than this? Uhhh.
19:00