V2 Rubric Detail — 0b053a1a-6a5c-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 14:51
Duration
8m 5s
Contact
Mohan Chhapadia
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133757
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: change wi-fi name and password_SPNM60CF-UK

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+5.9)

V2 Grader Summary

The agent accurately identified the SPNM60’s incompatibility with the Linksys app and directed the customer to the correct web interface (myrouter.info), fulfilling technical accuracy. However, troubleshooting stalled without further diagnostic steps when the configuration page hung, and communication lacked empathy, clear timelines, and adaptive engagement. The customer was left unresolved, resulting in a Partially Met rating for most behavioral indicators and an Unresolved outcome.

V1 Case Analysis

Customer unable to complete SPNM60 router setup via app; agent directed to myrouter.info but configuration screen stalled on 'saving configuration' message.

Troubleshooting Steps
  • Collected router serial number (72E10M2C104314).
  • Identified device model (SPNM60) and confirmed app incompatibility per KB guidelines.
  • Directed customer to access router via http://myrouter.info and enter admin password.
Key Observations
  • Agent correctly identified SPNM60's lack of app compatibility and provided the correct local web access URL (myrouter.info) per KB guidelines.
  • Agent failed to troubleshoot the stalled 'saving configuration' screen despite available steps (power-cycle, firmware check, alternate browser).
  • Call suffered from long silences and unclear dialogue, reducing clarity especially when customer expressed confusion at [07:00].
  • No verification of router boot status, password correctness, or browser compatibility was performed after initial login attempt.
Positive Highlights
  • Correctly identified that the SPNM60 is not compatible with the Linksys app [03:00], aligning with KB documentation (universal_app_transition_notice.md).
  • Provided the correct local web address (myrouter.info) for ISP-provided mesh devices [04:00], per KB guidelines in linksys_now_advanced_settings.md.
  • Collected the serial number from the customer [02:00], fulfilling required case documentation protocols.
  • Accurately explained that newer Linksys models rely on web interface instead of app [05:00], consistent with current KB guidance.
Agent Errors / Gaps
  • Failed to suggest power-cycling the router or trying an alternate browser/device after the UI stalled on 'saving configuration' screen.
  • Did not confirm whether the router had fully booted or if the entered password was correct before proceeding.
  • Provided no concrete next steps or troubleshooting path after configuration screen failure, leaving customer without actionable guidance.
  • Exhibited poor communication with frequent silences and unclear dialogue, particularly when customer reported confusion at [07:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remains stuck on 'saving your configuration and checking for software updates' with no resolution or alternative path provided.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer to myrouter.info and login, but did not troubleshoot the hanging page (e.g., cache, alternate browser, reboot) or verify connection stability.
R3 Met Correct resolution path conf 97%
Agent correctly identified SPNM60 is not app-compatible and directed to web interface, aligning with KB guidance for this model.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent confirmed device model and number of nodes but did not probe deeper into the error state, password accuracy, or network connectivity after login.
T2 Met Appropriate tools / resources used conf 95%
Using myrouter.info via local browser is the correct and sufficient tool for SPNM60 setup; no additional tools were required or missing.
T3 Met No misinformation conf 97%
All technical information (e.g., app incompatibility, use of myrouter.info) was accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent initiated guidance and gave steps, but frequent silences, lack of framing, and no time management reduce call control effectiveness.
C2 Partially Met Confirmed understanding conf 87%
Agent used plain language and confirmed readiness, but did not check understanding after key steps or adapt to customer’s growing confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, attempted resolution without transfer, and stayed engaged despite technical stall.
O2 Partially Met Proactive follow-through conf 86%
Agent provided initial next steps but failed to set expectations for duration or offer a follow-up plan when the process stalled.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not acknowledge customer frustration or express empathy; tone remained neutral and procedural.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace but did not adjust for customer’s confusion during the hanging screen; silences reduced engagement.
X3 Partially Met Overall experience conf 87%
Agent avoided asking for redundant info but did not reduce effort when the process failed—no alternative paths or proactive troubleshooting offered.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to links to support to assure quality service. Your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
oh hi there um so i had a old uh link linksys router the mesh router from community fiber um obviously they this morning they replaced that with a uh Wi-Fi 7 which is the m60 i believe the newer one so um i i want to set it up on the app and just wonder if you can sort of help me because for some reason i'm not able to do it of course
01:00
Speaker 2
hi thank you for calling lynx's technical support this is Rio how can I assist you for today Yeah. Yes, sir. You want. Okay. Sure not a problem, sure. Can you confirm to me sir what's the serial number for that lynx's device, please?
01:00
Speaker 1
what's the signal number please? It's 72 Echo 10 mic 2 Charlie 104314. I have another three. So this is the main node and I've got two additional nodes. Yeah, the motor number is same. it's all set up. I just want you to help me set up on the uh on the app. So I can change the.
02:00
Speaker 2
I'm sorry, my voice and camera are off because I'm [silence] Uh yeah, my voice and camera are off because I'm [silence] I can hear you, but you can't hear me. So I don't know what you're saying, but you can hear me. So [silence] I'm probably gonna be [silence] Okay, how many total [silence] Link sys devices do you have to start? [silence] Okay, do they have the same model number? [silence] Okay, perfect. Okay. So basically, you're all in [silence] Yes, that's all of [silence] of the Link sys devices. [silence] Three of them, we are going to set them up for the first time, correct? [silence] Oh, okay. All right.
02:00
Speaker 1
Yeah. Change the Wi-Fi name? Oh okay. Yeah. Yes please, yeah. I can do. I can get you to a computer. Sure. Yeah, I'm [silence] I'm ready.
03:00
Speaker 2
What you're trying to change, sir? Let me just confirm. Oh, okay. All right. So, sir, for the device that you have here, the SP-NM60, this is actually not compatible with the Linksys app. It's the Linksys app is only for the lower version, or for our old version. Now, if you wanted to change the Wi-Fi name and Wi-Fi password, you can only log in to the Linksys web interface using the router password. Would you like me to assist you with that? Okay. All right. If by chance you're using a computer. Okay. All right. Okay. Go ahead. Just tell me if you're ready so that I can walk you through. Okay. All right.
03:00
Speaker 1
Is it yes.
04:00
Speaker 2
make sure you are connected, your laptop is connected to the Linksys Wi-Fi, okay? All right, perfect. Now in the can we try to open web browser, please? All right. So in the web browser, sir, can you try to put there myrouter.info? Yes, proceed. Correct. Okay, yeah, you can try to put the router password.
04:00
Speaker 1
Yeah, no wonder I was struggling. Args saving your configuration. Yeah. Saving your configuration and checking for software updates it's saying. I'm trying. I put the password, root password. Then it's saying, after I put the password, saving your configuration and checking for software software updates. Please wait.
05:00
Speaker 2
As you actually have the latest model of our device. So, uh, for latest devices right now, sir, they are not compatible anymore with the Linksys app. And that's actually also a good thing. The reason for that because, uh, the app is no longer reliable. So that's why it's already all in the web interface. But do not be afraid. All right. Are you already logged in? Oh, okay, okay. All right. Okay. Okay. Yeah. That's why.
05:00
Speaker 1
they're as we download and reboot your device the let'd with it will turn bright white when the process is complete EU might well I think on recovery when you're making the high I want to put this ID back to how it was because I thought too many device in the house um.
06:00
Speaker 2
Okay. Yeah, sure. Of course. You can you can have the same Wi-Fi name and Wi-Fi password so that automatically your devices will connect to the Wi-Fi.
06:00
Speaker 1
are it the same it's kind of spinning blue spinning and then it's saying the same thing saving your configuration and checking for software updates no no no other options [silence] [silence]
07:00
Speaker 2
How was it sir? In the webpage, what does it show? Okay. They're like, you don't have an option to bypass like next. Okay. All right. Let's just wait for it. It's supposed to be after you log in using your router password. It will route you directly to the web page. [silence]
07:00