V2 Rubric Detail — 0a93b326-8119-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 13:19
Duration
17m 56s
Contact
+447454331073
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137443
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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall67.8% (-2.2)

V2 Grader Summary

The agent successfully reset and paired the mesh nodes to achieve solid white status and basic internet connectivity. However, materially incorrect LED guidance ('blinking green') and incomplete validation of mesh functionality (customer remained confused about unified SSID visibility) resulted in a partial resolution. The agent owned the case and communicated professionally but missed key technical accuracy and customer experience opportunities.

V1 Case Analysis

Customer set up new Linksys mesh system (1 parent + 2 child nodes). Performed factory reset on child nodes, used pair button on parent to join them. All nodes now solid white; internet connectivity confirmed. Explained that mesh shares the same SSID as the main router. Ticket #137433 created.

Troubleshooting Steps
  • Confirmed parent node solid white and internet working
  • Factory reset each child node (10-15s reset button press until solid blue)
  • Used pair button on parent node to initiate mesh pairing
  • Verified all nodes show solid white LEDs
  • Advised to use parent node's SSID/password for device connections
Key Observations
  • Agent incorrectly described reset process: stated reset button would blink red before turning solid blue, but KB states it should go directly to solid blue after 10-15s hold.
  • Agent misidentified customer's location (asked about US after customer stated UK).
  • Agent did not confirm specific router model number despite troubleshooting hardware-specific process.
  • Customer remained confused about single SSID; agent correctly clarified mesh shares main router's network name.
  • Agent correctly used pair button method for mesh pairing, which aligns with KB for applicable models.
Positive Highlights
  • Successfully guided customer through correct pair button mesh setup process, resulting in all nodes achieving solid white status.
  • Correctly explained that mesh system uses same SSID as main router, resolving customer confusion about network visibility.
  • Provided ticket number (137433) for future reference and maintained professional closing.
  • Effectively managed troubleshooting flow by having customer reset one node at a time when second node initially failed to reset.
Agent Errors / Gaps
  • Provided incorrect reset procedure: claimed reset button would blink red before turning solid blue, when KB states it should go directly to solid blue after 10-15s hold.
  • Misidentified customer's location (asked about US after customer stated UK).
  • Failed to confirm router model number despite troubleshooting hardware-specific process.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Customer confirmed internet access but later revealed devices could only see the parent's SSID, not the unified mesh network; full seamless roaming was not confirmed.
R2 Met Diagnostic thoroughness conf 95%
Agent logically guided the customer through resetting the nodes, using the pair button, and waiting for solid white lights, advancing the setup from red/blinking to operational status.
R3 Met Correct resolution path conf 94%
Ticket confirmed SPNM60TB (in-warranty) and agent used the correct Pair button method for this model without suggesting unnecessary RMA; path matched product and situation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (red lights) and applied reset/pair steps, but did not diagnose potential root causes like firmware mismatch or placement issues.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent relied solely on physical buttons and light observation without using http://myrouter.info to verify node addition or check compatibility, which is standard for SPNM systems.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect LED guidance: referenced non-existent 'blinking green' state and instructed to hold reset until 'blinking blue' then 'steady blue,' whereas SPNM60/62 reset to solid blue (ready) per KB.
Communication
C1 Met Clear & professional language conf 94%
Agent opened professionally, set expectations, guided the call step-by-step, provided a ticket number, and closed politely without losing control.
C2 Partially Met Confirmed understanding conf 89%
Agent used clear language but introduced confusion with non-existent 'blinking green' LED state and failed to confirm customer understanding of unified mesh SSID concept.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed all troubleshooting steps herself, and did not transfer or deflect responsibility.
O2 Partially Met Proactive follow-through conf 88%
Agent provided a ticket number and told customer to wait 3-5 minutes, but did not specify concrete next steps to verify full mesh functionality or confirm seamless roaming.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact with no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted; issue was within L1 scope with no valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent opened with empathy ('I totally understand your concern') and remained patient and courteous throughout, even when the customer moved around the house.
X2 Partially Met Tone & rapport conf 87%
Agent matched the customer's pace but missed explaining the unified SSID concept clearly, leading to customer confusion about network visibility that was not fully addressed.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition but required the customer to physically check nodes around the house; could have suggested using the web UI to monitor mesh status remotely.
Call Transcript28 turns · 32 lines
Speaker 1
Hi there, so I've got three new Linksys routers, one's the main router and two are the mesh system routers. I'm trying to connect the mesh system, but it's I'm following the instructions, but it's just not working. I don't know what I'm doing wrong. Oh, yes, first time. No, United Kingdom. Yes, Akash A-K-A-S-H. And last name is [inaudible].
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 Regina. How can I help you today? [silence] Okay. So I totally understand your concern all about sure, but is this your first time calling us for support? And are you calling from United States? Okay. And may I know your first name and last name? [silence]
00:00
Speaker 1
AKASH AUROMI? no no so keelo uniform Romeo Mike Indio yeah 074 five 4 3 3 1 0 7 3 uh my first name Akash akash.kumatth.hotmail.com Yeah, so I turned off the main router and put it back on, and then I put the new mesh system into the power socket, which was two meters away from the main router, and then I Hmm? Yeah, so they're quite they're quite close to each other, like on the same desk. Yeah, and then I wait it's it goes red. Both go red. That's solid white. Um, yes, the first one, so it's
01:00
Speaker 2
Two devices in total. So, may I ask what have you done so far? Oh, two more. Yeah. For the setup processor, manually place the two extenders about 1 feet or 2 feet apart from the main router and also from each other. Okay. That's good. And what is the light? Go ahead. How about the parent node or the main router? Solid white, it's working. Could you please provide a serial number of the parent node, by the way?
02:00
Speaker 1
see? 60. Tango Bravo. 5 Quebec. 2 6 0265 nine six. uh Cub. correct. No, no. The main, the main node, the main node is yes, but the mesh one is red. For both of the
03:00
Speaker 2
[KEEP_UNCERTAIN] And who is your internet service provider? And the device is bundled from them. Okay. Now, so the parent node is solid white, and it's working. And you were able to access the internet. Okay, now, kindly press and hold the reset button each of the Extender sir, or the child node. For about 10 seconds.
03:00
Speaker 1
Both of them. Okay. Okay, so hold it until it blinks blue, correct? And then take it off. Okay, okay, I'm holding it now. Yep, they're solid blue now. Now it's blinking blue.
04:00
Speaker 2
10 to 15 seconds, but make sure to release the reset button until it turns solid blue. That must blink red, goes off and turns to solid blue. Release the reset button and wait for the light again to start blinking blue and turn to steady blue. Okay, release the other one. Again, I'll just wait for this to start blinking green.
04:00
Speaker 1
okay yes they're just both still blinking sure correct okay one of them's gone solid blue the other one is still blinking
05:00
Speaker 2
Do I have them both plugged into a directly to the outlet, right? Okay, so let's just for the other one. Go ahead and press the button on the side. Hold on. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Tell me if it turns blue, like a constant blue. Constant blue. Okay.
05:00
Speaker 1
Okay, the birth fall is blue now. correct okay. Okay. Some on on but on both of them or one of them for now? on both of them yeah? On the main road.
06:00
Speaker 2
Okay. You're both solid blue. Okay, now let's proceed to set up your child nodes. You'll be using the pair button at the back of your parent node. So kindly press and hold that for two seconds. The pair button. Now, on the parent node. The main router. Oh, not both of them. Main router, sir. The main router is the one. Yes. On the main router, there is a pair button.
06:00
Speaker 1
No, on the main router there's Pause test privacy and night. On the mesh system there's, oh wait at the bottom of the Weingarten. Okay, cool. Okay, sure, so just press it. Yep, I've done that. And now it's it's flashing white.
07:00
Speaker 2
Right at the back. Kindly look at the bottom, yes, at the bottom. You can see a button. Just press it for one second. And notice the light indicator. Okay, that's good. It's setting up. Can we check the light indicator of the child node?
07:00
Speaker 1
Both blinking,.. Well one is blinking blue, but the other one's still solid blue. Sure. I'm one - Sure, okay.
08:00
Speaker 2
okay that's okay so let's just wait for the other one and it will take three up to five minutes here for a node to set up so no need to do anything just keep on observing
08:00
Speaker 1
Okay, one of them's gone solid white on the child one Okay, now they've both gone solid white, but the main router is blinking white still. Okay. [silence]
09:00
Speaker 2
So let's just wait for the main router to turn solid white, okay? [silence]
10:00
Speaker 1
Because that's gone solid white as well now. [silence] Should I should I move them now? Okay. That's one side.
11:00
Speaker 2
Okay. So, that's good, which means you're-already set up, sir. So, can you check if you're-able to access the internet now? Try-toconnn connect a device to your- go-ahead. Yes. Go-ahead. I'm-
11:00
Speaker 1
I'm just going to go plug them in one second. Okay, so I plugged it into desk rule now, so should I connect, should I still be on the normal Wi-Fi or should I connect to the Wi-Fi on the mesh system? Okay. Yeah, sure. Perfect. Okay, so I've put it back into the wall and the light's gone solid red. Oh, okay, sure.
12:00
Speaker 2
Uh-huh. K you are still on the mesh system, sir. At the bottom of the parent node, you see your Wi-Fi name and password there which we can use to connect your devices. And of course while waiting for the child nodes to reconnect, let me just provide your ticket number, sir, just in case the call is begin, so the next definition can quickly access your information. So are you ready to take down notes? OK. So your ticket number is 137,433. That's okay, sir. Just keep on observing it. You need to wait another three up to five minutes. minutes for the bride up process.
13:00
Speaker 1
Okay. It's gone solid white. Should I still wait or should I go check the other one as well? Okay. Sorry. There's a lot of running around the house. Yes. The one upstairs is also solid white. Okay. So, join the parent node system now. Correct? Give me one sec.
15:00
Speaker 2
So you can actually look the other ones here if it's also solid white. Okay. So since they're all solid white and working, I can let you try to verify if you're able to access the internet now. [silence] Yes. Yes. [silence]
15:00
Speaker 1
It says I'm able to join the network. Now you have used the card that comes in the box and scan that QR code. Yeah, when I go on to that iPhone to see its name, it doesn't show up. It just shows me my main router's name. Um, Tube 4FD192. Yeah, that is the one I've selected. That's my main router that I've connected to. No, no. I'm already connected to the internet for the main one, but the the mesh sys
16:00
Speaker 2
Check this. If if you're using the correct Wi-Fi names here and Wi-Fi password on the bottom of the page. passed Can lay select its Wi-Fi and However, you Wi-Fi password. [silence] What is your main problem name? Yeah. But that is you that is your Wi-Fi name. So you need to select that. [silence] Then enter the Wi-Fi password. [silence]
16:00
Speaker 1
sorry huh okay okay so I could just walk around the house and it would automatically just lock on to it okay so I don't need to do anything else then it should be fine Hello no no thank you take care sure Thanks bye [silence]
17:00
Speaker 2
okay yeah because they work as one now so your child knows oh you're extender to extend the wi-fi covers of your internet so to connect your devices you can only use the credentials on the bottom of the parent node because you work as one now So is there anything else that I can help you with? Okay, so you're welcome, sir. Please feel free to call us back if you need further assistance. Just use the ticket number that I just provided earlier, okay? So thank you for your time and have a great day. Bye.
17:00