V2 Rubric Detail — 0ca41a98-64c2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 11:46
Duration
13m 28s
Contact
James Hore
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132923
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution1.88/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp4.29/5
Overall38.6% (+8.6)

V2 Grader Summary

The agent applied an incorrect 5-press pairing method to an ISP-provisioned SPNMX42 node that relies on ACS auto-configuration, leading to temporary and unstable connectivity. Despite some progress, the root cause was misdiagnosed and no valid resolution path was followed. The outcome was partially met due to brief LED stabilization, but the fundamental error in technical approach prevents a full resolution rating.

V1 Case Analysis

Customer reported SPNM55 child node showing solid purple then flashing red. Agent incorrectly used 5-press reset on parent (unsupported for SPNM). Node briefly turned blue but reverted to flashing red. No further troubleshooting, escalation, or callback scheduled.

Troubleshooting Steps
  • Collected customer name, phone, email.
  • Attempted to collect serial number (partial: 55V).
  • Attempted to collect model number (SPNM55).
  • Instructed 5-press reset on parent node to re-add child node.
  • Advised waiting periods (3–5 minutes, then 2–3 minutes) after reset.
Key Observations
  • Agent used 5-press reset method on SPNM-series node, which is not supported per KB (Pair button is correct method).
  • Incorrectly stated LED would turn solid green (SPNM uses solid white, not green, for normal operation).
  • Failed to verify final device state after node reverted to flashing red at [12:00].
  • No case number created or documented.
  • No escalation, callback, or follow-up scheduled despite unresolved issue.
Positive Highlights
  • Collected customer contact information (name, phone, email) at [04:00–05:00].
  • Attempted to gather model and serial number details, though incomplete.
  • Provided clear step-by-step instructions for the 5-press reset attempt.
  • Maintained polite and professional tone throughout the call.
  • Offered to stay on the line briefly to monitor progress at [10:00].
Agent Errors / Gaps
  • Used unsupported 5-press pairing method for SPNM-series device (valid for MX/MBE only), contradicting KB guidance.
  • Provided incorrect LED color information (claimed solid green; SPNM uses solid white).
  • Failed to confirm final node status after it reverted to flashing red.
  • Did not offer any further troubleshooting steps or escalation path.
  • Did not create or cite a HappyFox case.
  • Did not verify warranty status or support eligibility despite performing troubleshooting.
  • Allowed call to close without operational resolution or concrete next step.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
The child node initially turned blue after the 5-press, indicating temporary progress, but later flashed red again when moved; partial but not sustained resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated a pairing procedure (5-press) and monitored LED changes, but skipped essential diagnostics like checking WAN connection or ISP provisioning status.
R3 Not Met Correct resolution path conf 95%
The device is an SPNMX42 model which uses ACS provisioning; using 5-press (a non-ISP mesh method) was incorrect and contradicts documented setup paths.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify the system type (ISP vs consumer), skipped checking internet at the modem, and assumed a pairing issue without root-cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., router UI, speed test, or ACS status check); relied solely on LED observation and incorrect procedure.
T3 Not Met No misinformation conf 95%
Instructed 5-press method on an SPNMX42 node, which is invalid; this model requires ACS auto-provisioning, not manual pairing.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call flow and gave instructions, but repeated unclear phrasing ('press and release five times') and failed to clarify next steps when issue recurred.
C2 Met Confirmed understanding conf 90%
Used plain language, confirmed customer details, and adapted pacing to customer’s speech; no technical jargon used.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the line and offered continued support, but did not take ownership of the unresolved outcome or schedule a callback.
O2 Partially Met Proactive follow-through conf 75%
Provided vague timelines ('three to five minutes') and no concrete follow-up plan; customer had to initiate disconnection due to time constraint.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue was not resolved, agent used an incorrect method, and failed to escalate despite clear ongoing failure of the node to stay connected.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was documented.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained polite, thanked the customer multiple times, and acknowledged time constraints with empathy.
X2 Met Tone & rapport conf 90%
Matched customer’s conversational pace, allowed pauses, and responded naturally to customer’s emotional tone.
X3 Partially Met Overall experience conf 75%
Customer had to repeat provider and model info; agent could have reduced effort by referencing KB earlier or guiding to label check.
Call Transcript23 turns · 25 lines
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 G. How can help me today? [silence] Okay. So I just to confirm, sir, your parent note is working fine, right? Okay. How many note yes, sir. Okay. How many note do you have installed here?
00:00
Speaker 1
Well, that's blue as well, but it's it's so it's the second, oh no, yeah, the the the the third one in that isn't working. it's it's it's I've brought it up to the house because I saw it's normally in my garden office, um, and it's plugged in and at the moment it's now showing a kind of a solid purple, um, it's actually next to the the parent node. Um, it like kind of
01:00
Speaker 2
lastly met her I see got it sir okay May node sir where is this node right now okay got it uh can you confirm sure the um how far is it from the parent node Lastly, can I know, sir, where is this already? Okay, got it. Can you confirm, sir, how far is it from the parent node? more than a metre. I'm sorry? 20 metres? Oh 20 centimeters. OK. OK. And that's solid purple right? Okay. Yes, sure. Uh may I have the serial number of this note sir please? The Yeah. I missed the first two numbers and the [silence] letters of it.
01:00
Speaker 1
uh five five v. Yeah. Okay. Egg it interclarant my provider. yeah. yeah of course uh
03:00
Speaker 2
Wifi Victor. Okay. Got it. Thank you. So, let me just check on the exact unit, okay. Just give me a few seconds. [silence] Okay, so, based on the information I have here, this node sir is... Oh, I cannot get any information, sir. May I know who's your internet provider, sir? UGO Clear. Can you provide me the model or model number of this node please?
03:00
Speaker 1
It is... Oh, God, my... It's small, writing, isn't it? SP... Uh, so Sierra... Papa, uh November, Mike, X-ray, 5, 5. That's right. Or HOR. Yep. Or...
04:00
Speaker 2
[KEEP_UNCERTAIN] Okay, got it. Okay so yeah, before we proceed on updating this for your signature, may I just confirm your phone number? Is it 078 26554980? Yes, sir. Can I just confirm if I'm speaking to Mr. James? Yes, got it sir. May I also have your email address, sir?
04:00
Speaker 1
Am I on the system already or do I just create a, hello, hello? Hello. Oh yeah, it's Jimmy James, four nine, at hotmail.com. That's right. Okay.
05:00
Speaker 2
hello, sir. yes, hello, sir. yeah, I can hear now. uh-huh. ah, ah. Tamee James for nine at hotmail.com. Thank you. sir, okay. Okay, let me just update this. Okay. So, it seems that this note is ready for setup sir and um... it's right next to the parent node. We will go ahead and add this now to your network. Um... we will do the five press setup for adding this node back to your network, okay? so, yes, so what you need to do sir, you have to press and uh... release the reset button of the
05:00
Speaker 1
Okay.
06:00
Speaker 2
parent node, but five times. Don't too [silence] fast, not too [silence] slow. But don't be [silence] fast. Yes, just press, release, press, release [silence] reset button of the parent node. Yes, on the parent node, sir. Just press it five times. No worries, sir, that will not disconnect your internets. Just don't press it for a long [silence] time. Press and release five times. Okay. Any changes on the light indicator, sir, on top of your parent node? Back to blue. Back to blue now. Okay. And your child node, sir.
06:00
Speaker 1
is gone to red flashing red now. Okay. Thank you for your help. still flashing red on that one at the moment.
07:00
Speaker 2
splashing okay okay yes sir that's good so let's just give it three to five minutes for this node to be reconnected to your parent okay okay you're welcome sir yes yes sir that's okay uh we still have three uh four minutes exactly four minutes You mean, sir, for the child node? Few possible reason for, one possible reason for this, once there is, possibly a firmware update or there is
07:00
Speaker 1
Okay. That's now blue on on both. wow. Thank you. And when I plug it back in in my office. Does that automatically go to blue without try reset.
09:00
Speaker 2
If your network goes down, the parent node will disconnect which will cause all your child nodes to disconnect. But most cases that your parent node will automatically go back online and some of the child node will not reconnect. Okay that's good sir. Give it another two minutes sir just to be sure and then you can unplug it and move it back to your preferred place.
09:00
Speaker 1
[silence] Brilliant, thank you. Shall I, shall I, shall I just find back if I have any problems, otherwise it's okay, otherwise, okay, that's all good. [silence] Oh that's that's kind. Thank you. Okay. Um, so another minute maybe, what do you think? Uh, should I wait one more minute before I move it? Okay. Well, I'll do that. Um, right. I'll just plug it, etc. All right, we're on the move.
10:00
Speaker 2
it will go to bluer but it will reboot for like two to three minutes so it so if after you plug it in just give it two to three minutes more to reconnect it will start to it will blink for a couple of minutes two to three minutes then we'll go back to solid green Hm. Yes, yes sir, but if you want, I can stay here in the line just to be sure that after you move it, it will be disconnected. I'm sorry, sir. Yeah, you can move it now, sir. Hm.
10:00
Speaker 1
So that's plugged in. Come up with blue initially. Yeah. No problem, so the blue is now flashing.
11:00
Speaker 2
[silence] Uh, just give it a few minutes, sir, before you, um, uh, just to be sure that this will be connected again. Uh, usually it'll take two to three minutes, sir. Yep.
11:00
Speaker 1
[silence] a screen [silence] It's gone gone red now, flashing red. Okay.
12:00
Speaker 2
Oh, yeah, take it here. That's fine.
12:00
Speaker 1
I've actually got to go for a meeting at 1 o'clock. So, I'll have to ring off, but I'll phone back if there's any problems. But thank thank you for all your help. Thanks so much. Yes. You too. Thank you. Bye. Okay. Absolutely.
13:00
Speaker 2
Yes, yes. You're welcome Sure. You're welcome Sure. Just call us back if you need assistance. Have a good day. Stay safe. [silence] You're welcome Sure. Bye-bye.
13:00