V2 Rubric Detail — 12b5252a-63fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 12:02
Duration
26m 30s
Contact
Ian Kavanagh
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132749
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app
⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall38.8% (+12.8)

V2 Grader Summary

The agent achieved partial progress by restoring app access and improving node signal strength, but failed to resolve the core internet outage due to inaccurate technical guidance and lack of tool use. Communication was functional but lacked empathy and clarity, resulting in a partially resolved outcome without escalation.

V1 Case Analysis

Customer reported SPNMX55 mesh nodes showing red/flashing in the Linksys app, login errors, and no internet. Agent instructed turning off 5 GHz on phone, power-cycling nodes, and repositioning, but provided incorrect dBm guidance (claimed lower dBm is always better). Nodes showed solid blue but internet remained down. No mesh rebuild, WAN verification, or escalation was performed. Call ended without resolution or clear next step.

Troubleshooting Steps
  • Asked customer to turn off 5 GHz on phone ([04:00]).
  • Guided power-cycling of child nodes ([10:00]).
  • Instructed moving nodes closer to parent router ([17:00]).
  • Requested signal strength readings from the app ([07:00], [24:00]).
Key Observations
  • Agent provided **materially incorrect technical guidance**: stated 'the lower the signal strength the better' regarding dBm ([24:00]), which is false. In Wi-Fi, higher (less negative) dBm indicates stronger signal. This contradicts the KB and RF engineering principles.
  • Signal strength values reported (92 dBm, 95 dBm) are **physically impossible** for Wi-Fi (typical range: -30 dBm to -100 dBm). Agent failed to recognize or correct this, suggesting a deeper app, credential, or topology issue.
  • **No WAN/internet verification**: Agent did not check the parent router's WAN/internet status, a critical step for internet connectivity issues.
  • **No mesh rebuild**: Agent skipped the SPNMX full mesh rebuild procedure (reset, pair, placement) despite red/flashing nodes indicating mesh failure.
  • **Call ended without resolution**: No confirmation of internet restoration, escalation, or self-help path was provided ([26:00]).
  • **Repeated collection of customer contact info** without clear purpose ([04:00], [07:00], [08:00]).
Positive Highlights
  • Agent collected serial number early in the call ([01:00]), which is protocol-positive.
  • Agent remained on the line and attempted to guide the customer through basic steps.
Agent Errors / Gaps
  • **Incorrect dBm guidance**: Stated 'the lower the signal strength the better' ([24:00]), which is factually wrong and contradicts the KB.
  • **Ignored invalid signal readings**: Did not question or correct implausible dBm values (92 dBm, 95 dBm), missing a key diagnostic clue.
  • **No WAN/internet check**: Failed to verify the parent router's WAN/internet status, a fundamental step for internet connectivity issues.
  • **Skipped mesh rebuild**: Did not follow SPNMX KB procedures for red/flashing nodes (reset, pairing, placement).
  • **No resolution confirmation**: Allowed call to end without confirming internet restoration or setting a next step ([26:00]).
  • **Repeated unnecessary data collection**: Asked for phone number, name, and email multiple times without linking to case management ([04:00], [07:00], [08:00]).
  • **No escalation or self-help path**: Did not recommend KB articles, email instructions, or follow-up despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed app login success and improved node signal strength (40–50 dBm), but stated internet still not working and needed to contact ISP again. Partial progress made but core issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to disable phone 5G, use router password to log in, reboot nodes, and reposition for better signal. Steps were relevant but lacked systematic WAN/ISP verification.
R3 Partially Met Correct resolution path conf 80%
Agent pursued configuration troubleshooting appropriate for SPNMX55 setup issue, but did not verify ISP service status or consider hardware fault, limiting resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified app login failure and weak node signal as symptoms, asked about 5G setting and node connections, but did not diagnose root cause (e.g., ACS failure, ISP config).
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote tools, web UI, or diagnostics page despite app and node connectivity issues that could have been verified via http://192.168.1.1 or ISP status checks.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'lower signal strength is better' and associated low dBm (1–5) with poor performance, contradicting standard that lower (more negative) dBm means weaker signal.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and requested information, but had long silences, unclear transitions, and failed to set expectations or control the conversation effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'Luther password' (likely 'router') and did not confirm understanding, but did guide customer through app steps, showing some adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and attempted troubleshooting, but relied heavily on customer to perform actions without taking ownership of diagnosing the underlying internet issue.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed customer to wait for reboots and check signal, but did not set clear timelines or define success criteria, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was the first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remained unresolved with persistent internet and node connectivity problems, warranting escalation to L2 or ISP coordination, but no escalation was initiated.
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 remained polite but did not acknowledge customer frustration or express empathy; interaction was procedural but not overtly discourteous.
X2 Partially Met Tone & rapport conf 80%
Agent repeated instructions when needed and guided through app steps, but did not adjust pace or confirm comprehension during customer confusion about signal strength.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple reboots and app checks, but agent did help resolve app login and improved node signals, reducing some effort.
Call Transcript43 turns · 46 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello. Hi. Thank you so much for calling and for taking the time to help.
00:00
Speaker 1
It is not allowing me to check connection or do anything now. And the gig is cleared. People told me I needed to call you to solve it before they could do anything else. Yeah, just bear with me. right. Serial number is 5 5 B 10 M 2 A 4 F 0 2 9 6 3. Oh, my method is to 4 2 9. Okay. That's right. My links to app. It says you aren't connect. We went through it and sat up passwords and got it all done and then it said you aren't connected to gigaclear 4918 check your Wi-Fi settings on your device. It's got four internet bars with a blue tick and it says check connection log into your cloud account or create a cloud account. But when I click [silence]
01:00
Speaker 2
Thank you. You have three notes in total, sir, right? One parent, two child. Okay. So what you wanted to do right now is log in on your... Yes, it was your... Yeah, LayZ app. What is the error here? When you try to log in.
02:00
Speaker 1
k-network connection, nothing happens, hello, hello, did you hear that? Right, exactly, and I couldn't log in, so then they troubleshot, thinking I would be able to log in, but after they'd completed their troubleshooting, I tried to log in and I came up with this error on your app.
03:00
Speaker 2
a bundled unit from, um, gigaclear. this is an SP NMX 55. yes sir. um may I just ask, sir, you mentioned earlier that um gigaclear asked you to log in first on your linksys app before they do some troubleshooting. correct?
03:00
Speaker 1
Yeah, that's what I just told you. It says you want connected to GigaClear 4918, check your Wi-Fi settings on your device. My device is connected to it. And then it says check connection, but when I press that nothing happens. Uh, I thought, when you're on Wi-Fi, 5G 5G was automatically turned off. Okay. Uh, yeah, that's oh seven five five four seven one six.
04:00
Speaker 2
Okay. Okay. what's the exact error, sir? May I have the error, please? Okay. And when you tried to log in, sir, is the 5G network on your phone turned off or not? No, sir. Uh, not all devices can do that. Can you try? Uh, before we do, before we proceed with that, sir, may I have first your phone number just in case we get disconnected.
04:00
Speaker 1
Okay, so it's an iPhone. Can you tell me what I need, what you want me to do with it? Okay. How do I find out about that? Mobile data, is that it? Turn that off. Okay. Yep, mobile base is turned off. Okay. So, okay, I have to come out of the app because it's not working properly. So, let me try and go back in again. [silence] Okay, so basically I need a new phone. Or I need to see whether there's any way of fixing it up. [silence] All right, that's what I was thinking. But at the same time, the camera just stopped, as you could see. Okay. All right. I did it on camera some time ago, like, I don't know, but now it just started getting this error message. [silence] All right. All right. Okay.
05:00
Speaker 2
[silence] Yes. Uh, you have to go to the settings here. You, you have to make sure that these uh the 5G network is off. Yes, yes, sir. Hmm. Yes, okay. And then uh go ahead with login here with the Linksys app. Mm-hmm.
05:00
Speaker 1
Okay, it's asking me for email or router password, so can I put in router password? Okay. Yep. Okay, it seems to have worked. It's going in. Okay, yeah, I'm in. I, I don't think so. I just want to get my internet working and they said, so you think everything's okay on your app then, do you? [silence]
06:00
Speaker 2
Yes, login using your Luther password here. [silence] So let me know if it's invalid okay? [silence] Okay, so that is here. You can always log in locally sir on your Linksys app. [silence] Is there any specific setting sir that you wanted to change? [silence] If you can log in on your
06:00
Speaker 1
Okay. Yep. I've got the main node and two child nodes. Yeah, they've got, 92 DBM and 95 DBM. Ian Kavanaugh. K A V A N A H.
07:00
Speaker 2
apps or that means that you are connected you have your internet working because the Linksys app will not work um If you're not connected to your uh Linksys Wi-Fi if uh to your own uh network can you uh can you see your uh notes sure on the Linksys app okay how many nodes you have in there sure okay and they're all saying online right yes okay sir so that's the concern right now your nodes are getting a very uh weak signal strength um sir before we proceed with that may I have first your uh full first and last name how do you spell your last name sir Okay, and you've E address sure. Outlook.com. So let me repeat sir, it's K-A-V-A-N-A-Z-H letter H-E-N for Ian at Outlook.com. Okay, yes. Okay. So, since you mentioned sir that the child nodes they're getting 92. And what's the other signal strength sir, 92 and 95. How far is it sir? Can you maybe verify?
07:00
Speaker 1
Yeah, there's about three centimeters between each of them. 70 meters. They can't really be any closer at the moment. Uh, is when it's is that the little blue dots and things. Nick. one of them says connected to gigaclear zero
09:00
Speaker 2
[silence] Another thing, what is the distance between these [silence] nodes: Here. From each other. I'm sorry. Uh three. And can you check your app? Sir, can you please check, uh check your app where is it connected? Is it connected to the uh the latest node or connected to the uh to the child node? [silence] Uh no sir. On your links this app, sir. Uh if you tap on the child node, you will see where it is connected. [silence]
09:00
Speaker 1
2963. and the other one says, connected to GigaClear 02214. yes, which node? both of them, move them away. right. you want me to turn both child nodes off? okay. right, i've turned both child nodes off.
10:00
Speaker 2
Okay, so it seems that um can you like um try to uh move this node sir like uh find a place the child notes sir yes, yes, or if we can do it by sequencer like just turn off all of your nodes and then turn it back on same location where it is right now and yes, yes
10:00
Speaker 1
Shall I turn them back on again now? Okay. Turning both child nodes back on. [silence] How long will that take? A few minutes? Okay.
11:00
Speaker 2
Wait for it to reboot here and then we will check if that, if that will be the same signal strength. Usually for the reroute, I'm sure that's, we'll take, there's a certain minutes, yes.
11:00
Speaker 1
the first child was connected to the main node and the second child was connected to the other child. Is that right? Is that how it should be? The the when we checked the connections, the first child was connected to the parent and the second child was connected to the first child. Is that how it should be? Okay, right. Fine. They're still just flashing red at the moment. Fred's calling. Jim, if you want to call him.
12:00
Speaker 2
ask the I'm sorry sir yes yes it it should be that way sir chain
12:00
Speaker 1
Now, one child is blue and one child is flashing red. [silence]
13:00
Speaker 2
[mumble] sir
13:00
Speaker 1
yep. Yes. Let's see which one that is. That is two two one four. Connected to. Your app's just whirling round at the moment. Okay, there we go. Right, that's off light. That one's there. That is seven dBm. Yep.
14:00
Speaker 2
Yes, the other one is still booting up, sir. The one with the blue light? Can you check, sir, if you can see now a signal strength? So, yeah, that means that it's too near, sir. Okay. So let's just wait for the other node to boot up, sir. Then we will move the...
14:00
Speaker 1
Okay. [silence] Okay. Okay, they're both blue now. [silence] Oh, no. Sorry. I was going to say one's back to red now. Sorry. Okay. Right. [silence]
15:00
Speaker 2
Now do your your preference test and still we will do it vice versa. Okay, sir. So can you also check for the second node? See, that's the case where that's actually part of the boot up. Okay, so that means
15:00
Speaker 1
It is blue now, yeah. Oh, on your app. OK, so, oh, it's still saying it's offline actually. The one that's is on supposedly online is still showing seven. And then the other one that says it's offline. But it is blue, it has been blue for a while. Um, it's in pretty. Again, I'm looking. It's still saying it's offline. Now it has been blue for a while now.
16:00
Speaker 2
[silence] Okay. Can you check if you now have a signal strength? Yes. Okay. I see. Hello?
16:00
Speaker 1
OK, right, that's come on now. And that says signal strength one DBM. One... OK, so what next? Hello. Yeah. Yeah, that's showing one DBM. OK. So, you want me to move the node that's closest to the parent.
17:00
Speaker 2
Yes, hello sir. Hello sir. Yes, do you see now a signal strength? On the other child mode, okay, so how about we move these nodes now, sir? We'll do it by sequence. Start moving the notes here that we that is closer to the parent then go ahead with the second No, sir. These are not yet on their places, right? It's too near. [silence]
17:00
Speaker 1
Yes. Okay. Just, just tell me what you want me to do. The second, the the, as in the first child. So the the one that was positioned closest to the main. Okay. The first linjoint in the chain. Yeah. So that's what I'm doing. Yeah. Okay. That's plugged back in. [silence]
18:00
Speaker 2
Yes. Move those notes here, back to their original places. These, the, the cell notes here, those two notes. Yes. Unplug this node here and put it back to the, to the original places. Okay.
18:00
Speaker 1
So do you just need to wait for that to warm up again now, Billy? What do you want me to do next? Do you want me to plug in both nodes to their original positions? Or do you... Both of them, okay. All right. I'm gonna plug this road one in. Okay, they're both warming up.
20:00
Speaker 2
Yes, so right after you plug in those nodes, let's wait for it to boot up and we will check to see if those are getting good signal. Yes, yes, sir. Okay, just let me know if those are back online, okay? Charlie blue? Charlie blue?
20:00
Speaker 1
Okay, they both seem to be blue now. Yeah, they both seem to be blue now.
23:00
Speaker 2
[silence] I'm sorry sir okay can you text her if you are now getting good signal strength
23:00
Speaker 1
Okay, you know, what's the last one you app up again, right, here we go. One is showing 40 and one is showing 40 and 50. Okay. I'll put it up. Yeah, I know only the internet wasn't working, but I need to go back to kick up about that. So as far as you're and everything's okay, we can look this knows now, yeah?
24:00
Speaker 2
Yes. Four zero three. Five zero. Okay that's good sir. The lower the signal strength the better signal that you'll get on your child notes. So this is way way better than ninety dbm. Okay. Okay. So uh any other concerns sir? Aside from the app and this node? Yes. Yes sir. As long as it will not reach um seventy dBm. These are all good. The lower the better.
24:00
Speaker 1
Okay. So, the fact that it was one and five was just really low because it was next to the main thing, was it? Hello? Hello? Yeah, I was just saying that, so when it was showing the connection was showing us one dBm and five dBm, that was just super low because it was next to the main router, was it? So, why is it really bad signal strength when it's next to the main router? I thought he said lower, I thought he said lower number was better. Oh.
25:00
Speaker 2
Hello sir?
25:00
Speaker 1
All right. Okay. Fine. Good. Okay, so we're all good for the moment then. Fine. So, there's nothing else you need to do with me? Okay. All right. Thanks for your help then. Have a good day. Bye bye. [silence]
26:00
Speaker 2
Yes. yes sir. Um I believe this is already good sir. Any other things you want to check? Okay. You're welcome sir. Bye bye sir. Thank you. Thank you for
26:00