V2 Rubric Detail — 12ad822a-60cc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 10:48
Duration
17m 26s
Contact
David Schofield
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132381
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX56TB_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall41.0% (+7.0)

V2 Grader Summary

The agent failed to resolve the issue and applied an incorrect 5-press reset to an SPNM router, violating technical accuracy. While ownership and next steps were handled correctly, and some adaptation to customer input occurred, the lack of proper diagnostics and use of an invalid procedure resulted in an unresolved case. Empathy and communication were limited but not entirely absent.

V1 Case Analysis

Customer (David Schofield) reports no internet on SPNM56; router shows solid purple → blue → blinking blue. Agent performed multiple incorrect resets (5-press, 20-sec hold). No WAN check or modem power-cycle. Advised to contact ISP due to red light on ONT.

Troubleshooting Steps
  • Collected customer name, phone, email, model (SPNM56), and serial number.
  • Instructed 5-press reset (incorrect for SPNM56).
  • Instructed 20-second reset hold (incorrect duration and method).
  • Observed LED state changes (purple → blue → blinking blue).
  • Discussed red light on ONT but did not guide WAN check or modem reboot.
Key Observations
  • Agent gave a 5-press reset instruction, which is only valid for MX/MBE models, not SPNM56.
  • No verification of modem/ONT status, WAN cable, or power-cycle of ISP equipment was performed.
  • Call ended without confirming whether internet was restored or offering any self-help resources.
  • Agent claimed to create a case but never provided a case number.
  • Customer expressed frustration and confusion, which was not acknowledged or managed.
Positive Highlights
  • Collected basic customer information (name, phone, email, model, serial).
  • Identified the router’s LED state (solid purple) and explained its meaning.
  • Listened to customer observation about ONT red light and acknowledged it as a potential ISP issue.
Agent Errors / Gaps
  • Incorrect reset procedure for SPNM56 (5-press and 20-second hold).
  • Failed to check WAN connection or power-cycle the ISP modem/ONT.
  • Did not confirm resolution before ending the call.
  • Provided contradictory instructions (press reset five times, then hold 20 seconds).
  • Failed to issue or communicate a HappyFox case number despite claiming to create one.
  • Did not offer any self-help resources (KB article, email, chatbot) after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore internet connectivity; final action was to direct customer to contact ISP without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed a 5-press reset and later a 20-second factory reset, but skipped key steps like checking the ONT status earlier or confirming physical connections.
R3 Partially Met Correct resolution path conf 90%
Agent eventually advised contacting the ISP — correct for ISP-provided equipment — but first applied an invalid troubleshooting method (5-press) for an SPNM model.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the ONT red light as a primary symptom and skipped diagnostic questions about the ISP device before instructing resets.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools (remote access, logs, etc.) were available or used; troubleshooting was verbal only.
T3 Not Met No misinformation conf 95%
Agent instructed a 5-press reset on an SPNM6x-series router, which uses a Pair button and does not support 5-press — per KB article 94 and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but gave fragmented instructions (e.g., 'you can also press the reset button once every second') and lacked clear structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used filler words ('okie', 'C horium') and unclear phrasing, but did adapt language slightly when explaining light colors and next steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed troubleshooting, created a case file, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent provided a clear next step — contact ISP due to ONT red light — and promised a case number for future reference.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was appropriately directed to ISP.
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 85%
Agent did not explicitly express empathy, but acknowledged customer effort ('you already rebooted multiple times') and validated concern about area issues.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s description of wall box lights and adjusted focus to ISP equipment, showing some adaptation to customer’s observations.
X3 Partially Met Overall experience conf 85%
Customer repeated model/serial once due to ASR issues, but agent used the information without unnecessary re-asking; some friction but not severe.
Call Transcript33 turns · 34 lines
Speaker 1
mhm uh yes I'm calling you uh have an account with too and we have no internet access at all yeah was yeah for for probably at least five hours we've not had any connection whatsoever and your number was given you know it came up to say call this number
00:00
Speaker 2
Welcome to Luxemburg support, to assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling support. My name is Dennis. How may I help you for today? [silence] So you don't have internet connection. Is that right? [silence] I see. I See. Have you already contacted before or this is your first time calling?
00:00
Speaker 1
No, this is the first time. First name did you say? David. Dave Scholes. Sc-Hollfield. O-F-I-E-L-D. I. That's right. Yes. it's 0078494502.
01:00
Speaker 2
okay. alla right. Let me create a new case for you and I'll be asking you f a few more questions. Can I have your first and your last name? Yes, what is your first name? David, okay. And your last name? S-C-H-O-F-El-d. D okay.
01:00
Speaker 1
That's correct, yeah. It's Dave Schofield six at hotmail.com. Number six. That's right. Yeah. No it's dot com. Yeah. Yeah. Yeah.
02:00
Speaker 2
Let me repeat that. It's 0-7. We read eight nine four five nine zero two six, right? Okay, thank you. May I have your email address? That choice field and then number six hotmail.com. Please wait. H-O-T-M-A-I-L-co.uk, right? Okay, thank you. Are you located in United Kingdom? Okay. Okay. 4344.
02:00
Speaker 1
the model um [silence] model number is S for sugar P for pan N for November M for mother X 56. [silence] yes [silence] the serial number is five 9 S for sugar [silence]
03:00
Speaker 2
And may have the model number of your linksys device please? [silence] Yeah, the model number can be found underneath the router or unit. [silence] The SP MX 56. Okay. [silence] I may also have the serial number please. [silence]
03:00
Speaker 1
sure 10 M for Mother 26 F for Frank 035 21. Yes, that's correct. Tube. Are you not? Are you not part of Tube? No. Are you not part of the Tube network then? No. Oh, I see, right.
04:00
Speaker 2
Let me repeat that. So it's five, nine, S for Sam, one, zero, M for mother, two, six, F for Frank, zero, three, five, two, one, right? Okay, thank you. All right, while a system here is looking up the serial number, um, may I know who your internet service provider is? Yeah, two. Okay, thank you. And what's your, Router, provide? I'm sorry? No, you're calling Linksys tech support. But what's your, router provided by?
04:00
Speaker 1
At the rootor. Yeah. Yeah, it says to the links. These are the bottom. Yes. The color is, well, it's purple there. It was read before now it's purple. Well, like a violet color. You know, like a lavender sort of shade. No no it's solid. [silence] [silence] Oh. Oh.
05:00
Speaker 2
uh, okay. yeah, right? okay, what um, Okay, what is the color of the light that you can see um, on your router right now? Oh, um, is this purple? Yes, is it solid or is it blinking? It is solid, solid purple light means that it is ready for setup. So what we can do with that is we will set it up, okay?
05:00
Speaker 1
Okay. Yes. Yeah. I mean, it's been like this for about four months. It's been fantastic, huh? Fine, you know, and then, today, it just stopped. hmm I think I need a pen for that. I can't. It won't push in with my finger.
06:00
Speaker 2
All right. So, this router is plugged into your tube equipment, right? Okay. I see. Yeah, to set it up, since it is plugged into your tube equipment, we can set it up using the quickest method. To do that, you have to press the reset button of that router five times within five seconds.
06:00
Speaker 1
[KEEP_UNCERTAIN] One, two, three, four, five. I've done that. Yeah, it's gone. No, it's gone red again, the light. No, the light's gone off. I got it now. It's like a flashing lavender. Well, why? It's not why. It's gone blue. Oh, I see.
07:00
Speaker 2
okay, and you can also press the reset button once every second, okay? Um, did you press the reset button five times within five seconds? You have to hold it, okie here. Up to three minutes to see if the light will turn into solid blue okie, C horium, That's just...okay here
07:00
Speaker 1
There's something stopping us. I don't know why. [silence] On the wall, you know the wall, there's um a box and one of those there's two green lights and one the optical one is red. I don't know if that means anything. [silence]
08:00
Speaker 2
yeah I still trying to connect right now let's just wait a few more minutes let's wait two more minute okay I see by the way if this does not work what we can do with your router is to reset it again and then once it is
08:00
Speaker 1
[silence] oh it's gone red again now. what just press it five times again. okay. [silence]
09:00
Speaker 2
has solid purple light um i believe your your internet service provider has set up a an automatic configuration setup on this router so it should be able to connect to the internet right away even without pushing the reset button five times within five seconds um and if that if that doesn't work oh i see can you reset it reset the router right now no um to reset it press the reset button and hold it for 20 seconds
09:00
Speaker 1
Alright that's 20 seconds. Uh now it's gone blue. Hmm no it's it's flickering now. It was solid blue but now it's flickering and flashing. Yeah it's just not staying. Yeah very slowly like a glow. It's just glowing on and off blue. Okay. So you can't tell if it's like a problem.
10:00
Speaker 2
Red, is it solid blue or blinking blue? Blinking blue, right? Yeah, um if that is the case, your router is still booting up so the boot-up process will complete after two minutes, so let's wait two minutes, okay?
10:00
Speaker 1
in the area then, like it if the whole area got the same problem
11:00
Speaker 2
Give us say it is a still good process to contact us if you have problems on your router. But if it it it is more about the internet connection, um, after resetting your router and we still not able to connect your router to the internet, uh, it means that you might need to contact, um, to them for that, okay? [silence] I see.
11:00
Speaker 1
Hmm. Yeah. Mhm. I think because of there's a red light on on the wall and there's a green light flashing on the wall. So I think it's to do with the internet connection. I think it's a problem, you know that isn't to do with the router. I think it's beyond that to be honest. I think it's an area I think it's an area problem. Well, we've tried reboot now aren't we a few times now. [silence] [silence] All right, for sure. Might people see the lights? Sunrook
12:00
Speaker 2
is it plugged into your top equipment uh from its internet port to the uh the the uh uh the ethernet port of your top equipment I see can we try go ahead [dictated] do you have an option to to reboot the device do you have an option to reboot uh the the 2OP device oh you are already rebooted the two device I see and we also we we reset your router can you try to reboot your
12:00
Speaker 1
Well I mean I've done that 5 times this morning so I'm I'm pretty I've done everything I've done everything you know that you would do before you call somebody um I've already pressed the reset button. I know how to do things like that but I think it's an internet problem from the UK personally Or the area there's something going on in the area maybe. I don't know um So maybe I'll have to ring too Yeah because it would have just I mean it's gone off before and then it comes back on but you know it's never done this for like 5 6 hours like I've done this five times this morning so I'm pretty, when you press the reset button I know how to do things like that but I think it's an internet problem from the UK personally or the area, there's something going on in the area maybe I don't know um so maybe I'll have to ring too
13:00
Speaker 2
Oh, I see. So you already rebooted the device off your internet service provider and you rebooted - go ahead. [silence] Yeah. [silence] That is possible. If you have no internet connection for five hours, that is possible.
13:00
Speaker 1
Well, I just I just had while I was talking to you. It's just coming on now, but it's flashing. I got two green buttons, two green lights, and one red in the middle for optical. And the light on the router is now glowing blue, sort of slowly flashing on and off blue. But the light, the light on the wall where it comes in from the other side of the wall, from the outside, inside, it that has still got a red light on and a flashing green light. So I think that is the issue. Don't think it's the router. I think it's to do with what is on the outside wall.
14:00
Speaker 2
Right. Right, that is correct. Yeah, I... By this time, what we can do, um, the last step that we can do is to reboot this Linksys router, but you said, you already have done it multiple times, but can we reboot it one more time this time? Oh, okay. Um-huh.
14:00
Speaker 1
is happening outside the building I'll try than then all rise can you can you report as well or not? oh I okay yeah yeah yeah yeah
15:00
Speaker 2
Right. Yeah. Yeah, that is right. Yeah, if you have done rebooting your router right now, I believe this is about time to contact your internet service provider and raise your concern about their device that you that you have observed that some of the lights are there is a red light on their device. So they could do something about it, okay? Okay. Oh, we don't have their contact information, but let me hold on just a second, okay? Let me create a case for you so that I can provide it to you for your future reference, okay? Okay, hold on just a second, okay?
15:00
Speaker 1
ummmm... yeth uhm ummmm it's gonna b...yeth k uh i don't b ummat n it's gonna b idea uhm ummat n it's gonna b...yeth. No. That n techs out den so that's. of the fun, no, it's not the two. Is that the different number that I've just dialed? Yeah, I've seen it.
16:00