V2 Rubric Detail — 15076378-634d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:16
Duration
13m 58s
Contact
Samantha King
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132592
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall36.0% (-4.0)

V2 Grader Summary

The agent incorrectly applied the 5-press pairing method to an SPNMX56 router, which requires the Pair button, and provided misleading instructions about environmental lighting. While the agent maintained ownership and some communication control, no resolution was achieved, and the customer was led through ineffective steps. The failure to use correct model-specific guidance and diagnostic tools resulted in an unresolved case.

V1 Case Analysis

Customer unable to pair child node; advised 5-press reset on main router, wait for solid blue, then relocate. Node cycled between red/blue; no stable connection achieved.

Troubleshooting Steps
  • Collected serial numbers for router and child node
  • Instructed 5-press reset on main router to initiate pairing
  • Advised waiting 3-5 minutes for child node to turn solid blue
  • Confirmed Linksys app cannot add child nodes
  • Suggested relocating node after solid blue
Key Observations
  • Agent initiated 5-press pairing without confirming product model or firmware compatibility
  • Instructions included irrelevant and confusing steps (dark room, flashlight) that added no technical value
  • Child node never achieved stable solid blue; repeatedly cycled between red and blue
  • No validation of mesh connection or Wi-Fi functionality after pairing attempt
  • Customer mentioned DFS was disabled via app, indicating potential interference with 5 GHz operation and mesh stability
Positive Highlights
  • Collected both serial numbers from customer ([04:00]-[05:00]), supporting device identification
  • Correctly stated that the Linksys app can no longer add child nodes ([10:00]), aligning with current KB guidance
  • Confirmed customer identity (name and email) for case documentation purposes ([05:00]-[06:00])
Agent Errors / Gaps
  • Provided irrelevant instructions (dark room, flashlight) that confused the customer and wasted time ([07:00])
  • Failed to confirm product model before advising 5-press pairing — not all Linksys models support this method ([07:00])
  • Did not verify whether the main router entered pairing mode (e.g., LED behavior confirmation)
  • No post-pairing validation steps (e.g., checking app, testing client connectivity)
  • Allowed customer to relocate node while LED was unstable (transitioning between red/blue), increasing risk of failed sync ([11:00])
  • Did not address customer's mention of DFS being disabled, which could impact mesh stability ([12:00])
  • Ended call without confirming resolution or setting clear follow-up expectation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the child node was successfully added; lights kept cycling red/blue and the call ended with the node flashing blue but no confirmation of connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent provided a single troubleshooting step (5-press) and guided the customer through observing LED states, which advanced the process, but skipped model verification and deeper diagnostics.
R3 Not Met Correct resolution path conf 94%
Agent used the 5-press pairing method, which is not appropriate for the SPNMX56 family indicated by the serial numbers; the correct method would be the Pair button.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified the symptom (node not connecting) and monitored LED changes, but did not ask key diagnostic questions like current firmware, placement, or prior reset status.
T2 Not Met Appropriate tools / resources used conf 88%
No tools (admin UI, logs, signal test) were used even though the issue required verification of node state and model-specific pairing method.
T3 Not Met No misinformation conf 96%
Provided incorrect technical guidance (5-press method for a SPNMX56 router) and misleading instructions about darkness and flashlight.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control and stayed on the line, but included irrelevant steps (turning off lights, using flashlight) that distracted from the core issue.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language and stayed patient, but did not confirm understanding or adapt to customer confusion about app limitations and DFS settings.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent stayed on the call, did not transfer the customer, and attempted to resolve the problem themselves.
O2 Partially Met Proactive follow-through conf 80%
Agent gave a next step (wait 3–5 minutes, then relocate) but did not set a concrete follow-up time or callback.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was clearly warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and stayed on the line, but did not acknowledge the customer’s frustration or repeated effort with the child node.
X2 Partially Met Tone & rapport conf 75%
Agent responded to customer input and adjusted pacing slightly, but continued with confusing instructions about light manipulation.
X3 Not Met Overall experience conf 90%
Customer was asked to perform unnecessary steps (turn off lights, use flashlight) and had to repeat information about node status.
Call Transcript20 turns · 20 lines
Speaker 2
Welcome to Links ease support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello there. Hello. Hello, we have got some news for you, now the link's here. [silence]
03:00
Speaker 2
Thank you for calling Linksys. This is Jody. How can I help you today? Hello, hello, hello. Hello. This is Jody from Linksys Technical Support. How can I help you? [silence]
03:00
Speaker 1
router and child node and we have followed the instructions but we're struggling to get the child noad um our Wi-Fi to work from the child node. Which number, sorry? Serial number of the router or the child node? Both of them. The child node serial number is 55 V-10 M for mother to A F for Fred.
04:00
Speaker 2
Okay, I see. You have the serial number of that lynx device, right? The serial number. Both of them.
04:00
Speaker 1
01734. And you want the serial number for the router? That's 55V10M25E08126. My first name is Samantha and my last name is King. You've probably got all my husband's details for this. [silence]
05:00
Speaker 2
Yes. All right. Um. Let me have your first and last name please. Samantha King. Okay. And your email address?
05:00
Speaker 1
Do you do you want his email address the one that you will have on your records or mine? Um, just one moment. His is I just need to double check I've got it right. Um, it's Russell R U S E L L dot KING KIN G at publica group Either P U B L IC A.
06:00
Speaker 2
Um, the one that you called today. So I need your email instead.
06:00
Speaker 1
I C A G R O U P dot UK . Blue, solid blue. Solid purple. Yeah, right? Yeah. That foot between them. Okay. Let me do that. The reset.
07:00
Speaker 2
Okay, thank you so much. All right, so um, right now, what is the that of your main router? The child node. Yeah. And where is it located right now? Is it right next to the main router? Okay. All right, so to add it, you can just press the reset button of your main router five times, one every second, to add the child node. [silence] Together in a mesh Wi-Fi network. Okay, cool. So um, to make it easier to tell which lights are on, since we probably have 50. What we can do is, um, um, why don't you flip off the lights in your apartment, and then I can show you the one that's as calm and listening only. Okay. And um, uh, at the same time, my light my, my light is fairly obvious. But um, if everything is in complete darkness, then it's just my light should just be able to glow. Um, can you do that for context? Are you in a dark room? Is everything fairly dark? Yeah. Okay, are you? Okay. So if it's dark. And then um, give me one second. Okay, if I'm looking at a um, my phone, I see um, a um, a different light, you can see that. Yeah. Very well. Awesome cool. And then you can turn on the flashlight. on your phone. Okay. Yeah, and then let me know if you see that one, that thing, looks like just a single light. If you could also turn that off, that would be helpful. Give me one second. Um, I can also share my screen, just to give like context. And then um, just make sure to turn off your inner bulb.
07:00
Speaker 1
you click a button five times okay that was did they now the main router is flashing white the child route at the child node is flashing purple router has now gone cool it blue in the the child node is flashing red okay
08:00
Speaker 2
Yeah, on the main router only. Okay, good. And if the child node will start to flash, that means it's trying to connect with the main router. Okay, that's good. Okay, okay. So we just have to wait for the child node to connect. It will take three to five minutes. So that means it will turn to solid blue.
08:00
Speaker 1
Sorry, we can't add a child node using the app. Is that what you said? Okay. So, we've been trying to do it using the app. Oh, the child node has now
10:00
Speaker 2
By the way, ma'am, on the Linksys app, you can still log in using router password, but you can no longer set up or add child models using the Linksys app. Yes, ma'am, but you can still log into it using router password. [silence] The app will not recognize it anymore, since we can no longer add it.
10:00
Speaker 1
The child node has now gone solid blue. Oh yeah. Yeah, it's gone back to red. Yeah, we've just got solid red again now. Okay, now it's going back to blue. So do you when you say relocate it, do you just mean unplug it from the mains and plug it into the place where we want it to be? Okay. If you stay on the line so I can do that and check that the blue light stays solid.
11:00
Speaker 2
Okay, that's good. Just give it a minute. It might turn back to red for just a couple of minutes or seconds, then go back to blue that you can relocate it. Okay, just switch back to go back to blue. All right. So, you can now relocate it. Yes.
11:00
Speaker 1
we had to switch off the WPS using the app. Can we switch that back on now? Or sorry, it was DFS, I think. The app told us to switch off the DFS, which we did. So maybe we go back in and we switch that back on. Okay, So we've relocated the child node. And now I think I'm gonna try and... Okay. Thank you.
12:00
Speaker 2
yeah, sure. you. yeah, you can switch on, so. yes. Okay. so you will wait. you will wait 3 to 5 minutes for it to reconnect.
12:00
Speaker 1
so now it's flashing blue.
13:00