V2 Rubric Detail — 0abe0bf4-7add-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:55
Duration
16m 12s
Contact
Augustus Nyekan
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00089193
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_MX6200

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (+13.1)

V2 Grader Summary

The agent failed to identify the router model before applying the 5-press method, which is technically invalid for Cognitive Mesh systems (SPNM/LN). While the password recovery guidance was correct, the lack of model verification led to an incomplete diagnostic process. The call ended with unresolved hardware symptoms (red node) and a failure to respond to the customer's final attempts.

V1 Case Analysis

Customer reported blue and red LED status on two Linksys Cognitive Mesh nodes after relocation. Agent incorrectly advised 5-press reset (invalid for Cognitive Mesh), guided password reset and Wi-Fi rename, but nodes failed to reconnect. Customer was abandoned mid-call.

Troubleshooting Steps
  • Incorrectly guided 5-press reset on reset button (invalid for Cognitive Mesh)
  • Assisted with admin password reset using five-digit recovery key
  • Instructed to change Wi-Fi SSID and password via app dashboard
Key Observations
  • Agent used 5-press method on a Cognitive Mesh device — a critical technical error as this method is not supported on SPNM/LN series per the KB.
  • Agent failed to identify the product family despite clear LED indicators (blue/red) that distinguish Cognitive Mesh from Intelligent Mesh.
  • Agent did not collect model/serial number, making it impossible to verify the correct procedure.
  • Agent abandoned the customer after the final troubleshooting step, failing to respond to repeated 'Hello?' prompts starting at [15:00].
  • No escalation, follow-up, or next-step plan was provided after troubleshooting failed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect use of 5-press reset on a Cognitive Mesh (SPNM/LN series) device — this method is only valid for Intelligent Mesh (WHW/MX/MR/MBE) models without a Pair button, per universal_5press_models.md.
  • Did not identify the product family using LED indicators: solid blue on Cognitive Mesh means setup mode, not healthy operation, per led_mesh_system_identifier.md and led_cog_mesh_group_d_spnm60_62.md.
  • Failed to collect or confirm the model number before providing device-specific instructions, violating PROTOCOL.
  • Did not respond to customer's repeated attempts to re-engage at the end of the call, resulting in abandonment and violating COMMUNICATION and RESOLUTION.
  • Did not provide any next steps, escalation path, or follow-up plan after troubleshooting failed, violating PROTOCOL and RESOLUTION.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends with one node blue and one red; no confirmation of resolution and issue persists.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated 5-press method and guided password reset, but skipped model verification and logical diagnostics; KB-backed steps were attempted but on potentially wrong device type.
R3 Partially Met Correct resolution path conf 80%
Agent attempted a resolution path (5-press + recovery key) consistent with some KB procedures, but failed to verify device family first; for a Cognitive Mesh device, this path is invalid, making the choice questionable but not entirely unsupported if model was misidentified.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify the model number or product family before applying the 5-press method. Per led_mesh_system_identifier.md, identifying the system is critical because LED meanings and pairing methods (5-press vs Pair button) differ between Intelligent and Cognitive Mesh.
T2 Not Met Appropriate tools / resources used conf 90%
Agent applied the 5-press method without verifying model compatibility. Per universal_5press_models.md, this method is invalid for Cognitive Mesh (SPNM/LN series). Since the agent did not confirm the model, the use of this tool was not 'appropriate' as it risked providing incorrect guidance for the specific hardware.
T3 Partially Met No misinformation conf 90%
The recovery key process is KB-accurate (universal_password_login.md). However, the 5-press method is only valid for specific models (universal_5press_models.md); applying it without model verification is a technical risk. 'Develop Wi-Fi' is treated as an ASR artifact for 'default Wi-Fi'.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained structure early (hold, instructions, transitions), but stopped responding after 12:00 while customer repeatedly said 'Hello?' — loss of control at end, but had control for majority of call.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple steps and app guidance, adapted to customer’s progress reports; however, did not confirm understanding after complex steps and used unclear phrasing ('develop Wi-Fi'), suggesting partial adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent engaged throughout active troubleshooting and did not transfer; but failed to respond to final customer attempts, breaking ownership at critical moment — effort was made but not sustained to closure.
O2 Partially Met Proactive follow-through conf 85%
Agent gave actionable steps (change Wi-Fi, reconnect nodes), but did not set timeline for follow-up or address the red/blue node issue; next steps were incomplete but not absent.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; first contact confirmed by context.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Hardware fault likely (red node), issue unresolved, and no escalation offered despite clear ongoing problem — warranted escalation was omitted.
E2 Not Met Escalation prep & handoff conf 90%
No escalation performed, so execution cannot be considered effective; customer left without path forward.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional during active portion, but did not acknowledge customer’s repeated 'Hello?' or frustration — empathy shown early, but not under pressure at end.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s pace during setup, but failed to adjust when customer became confused or disengaged at end; maintained engagement until final breakdown.
X3 Partially Met Overall experience conf 80%
Agent guided customer through recovery process without unnecessary repetition, but required multiple manual steps and did not prevent the final disconnect; effort to reduce effort was present but incomplete.
Call Transcript19 turns · 22 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting you may also visit support.Linksys.com for more information about your product. I thank you for calling Linksys. My name is N and I will help you today. What's the light on your Linksys device?
00:00
Speaker 1
they were uh blue and red as well so that's so I unplugged them and I brought them upstairs to the main one just the main one yep core
01:00
Speaker 2
is okay. All right, so right now, how many Linksys devices are turned on? All right. Thank you so much for that one. Am I speaking with Sir Augustus Nuggen? And the e-mail address is Nemesis F96 at gmail.com Let me quickly double check everything on my end. I'll just put the call on hold for two to three minutes. Would that be okay? Thank you. [silence] Thank you so much for patiently waiting. Are you still there? All right. Do you use the Lynxmanx app? Just to confirm. All right, perfect. So we're now going to be performing what we call the 5 press method. You're going to press release, wait a second, press release, wait a second, five times on the reset button. Go ahead and do it now.
01:00
Speaker 1
Update it's blinking now it's white well it's blinking white [silence]
03:00
Speaker 2
Alright, what's happening to the light? All right let's just wait for 1 more minute to make sure that the lights stays that same way.
03:00
Speaker 1
My cell phone. Okay, hold on. Okay, it's connected. Message settings at home or away message settings at home or away from home. Enter email address and enter password or router password.
06:00
Speaker 2
All right, no changes. Still at white. Make sure that your phone is connected to develop Wi-Fi. Yes. Now, open your app from the start. What's the message right now on your app? Does it give you an option for router path?
06:00
Speaker 1
Yes. Okay. Yep. Okay, in a new password. [silence]
07:00
Speaker 2
Password. Click on that one. Now, click on reset password. If it it will ask for five-digit recovery key, which is underneath the Linksys router.
07:00
Speaker 1
Okay, it's connected. Yep. Yep. Yep. Aha.
08:00
Speaker 2
All right, are you now back in the dashboard? To re, personalize your Wi-Fi, just click on the three lines at the top left and go to Wi-Fi settings. Now all that's left for you to do is just change the Wi-Fi name and password to the one that you'd like to have. Once you're done, click on save.
08:00
Speaker 1
[silence]
10:00
Speaker 2
All right. Is it done applying the changes? You can also try and double check to your wifi settings in your phone to see if the changes are showing there like your new WIFI name is showing up.
10:00
Speaker 1
Yep. All right, I'm connected. Yep. To sync this back up where it says Wi-Fi settings, where I was when I changed the name and the password, that's up. Nope. Yep.
11:00
Speaker 2
Alright. If it's showing up, try connecting to it now. And go back to the app. What does the app say right now? it says, it is not longer loading. All right. Now, can you go back to the dashboard? Is it reflecting properly the new Wi-Fi name that you have? Now, try turning on your child nodes near the, the Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
11:00
Speaker 1
Okay. Really? What'd you mean? No, I made I made a new no, no, yeah, it's the same. It's the same Wi-Fi. Yup. same password.
12:00
Speaker 2
Just to make sure the wifi name and password that you created is the same spelling, same old wifi name and password you had. All right, try turning on your child node near the parent node because if they're the same spelling and everything, the child node should reconnect on their own. But if they're not, no worries, we'll just reconnect them instead.
12:00
Speaker 1
And one node is blue, and the other one is bringing red. Hello? Hello? Hello. Hello. Hello. Hello. Hello? Hello?
14:00