V2 Rubric Detail — 15a970f6-5f73-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:38
Duration
26m 3s
Contact
Phillip Arnold
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132080
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CNs Got Disconnected

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent correctly diagnosed the child node connectivity issue using LED indicators, applied the appropriate 5-press pairing method for the SP-NMX56 model, and guided the customer through resets and relocation with clear, sequential steps. The customer confirmed resolution with all nodes showing solid blue. All technical and procedural actions were accurate and complete.

V1 Case Analysis

Re‑added two disconnected child nodes to SPNMX56 mesh; all nodes now solid blue.

Troubleshooting Steps
  • Collected customer and device information (name, address, phone, serial, model).
  • Instructed factory reset of both child nodes (reset button hold).
  • Attempted 5‑press pairing method (model‑incorrect method).
  • Monitored LED status until all nodes showed solid blue.
  • Guided relocation of nodes one at a time after confirming connectivity.
Key Observations
  • Agent gave an incorrect reset time (20 seconds) and used a pairing method not applicable to SPNMX56.
  • Full customer information (name, address, phone, serial) was captured.
  • Customer confirmed the issue was resolved and expressed satisfaction.
Positive Highlights
  • Collected all necessary customer and device details.
  • Provided step‑by‑step guidance and confirmed LED status after each action.
  • Successfully restored mesh connectivity for all nodes.
Agent Errors / Gaps
  • Incorrect reset duration (should be ~10 seconds for SPNMX56).
  • Used 5‑press pairing method, which is not supported on SPNMX56 (should use Pair button).
  • Minimal empathy statements throughout the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I'm happy with that... I've got basically three solid blues.' (25:00)
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through reset of both child nodes, 5-press pairing method, and confirms solid blue LEDs—logical, sequential troubleshooting.
R3 Met Correct resolution path conf 96%
Agent correctly applies 5-press method to SP-NMX56 (no Pair button), follows documented reset duration (20 seconds), and avoids unnecessary escalation.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptoms via LED states (solid purple = setup mode, flashing red = error), asks about model consistency, and determines need for reset and re-pairing.
T2 Met Appropriate tools / resources used conf 95%
Agent uses physical reset button and 5-press method appropriately; no additional tools (e.g., web interface) were required for this hardware-level fix.
T3 Met No misinformation conf 97%
Instructions align with KB: 20-second reset (within 10–20s range) and 5-press pairing are correct for SP-NMX56, which lacks a dedicated Pair button.
Communication
C1 Met Clear & professional language conf 96%
Agent opens call with name, verifies identity, sets expectations, and maintains control through structured troubleshooting steps.
C2 Met Confirmed understanding conf 95%
Agent uses clear, non-technical language ('press five times'), checks understanding ('is it still solid blue?'), and adapts pacing to customer.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, performs all steps without transfer, and confirms resolution before closing.
O2 Met Proactive follow-through conf 96%
Agent sets clear next steps: wait 30 seconds after solid blue, then relocate one node at a time; follows through on timing cues.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or required; this is a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue resolved at L1.
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 93%
Agent is polite but uses minimal empathy language; does not explicitly acknowledge frustration with repeated resets or multi-node failure.
X2 Met Tone & rapport conf 94%
Agent matches customer’s conversational tone, uses 'sir' consistently, and checks progress at key moments to maintain engagement.
X3 Met Overall experience conf 95%
Agent avoids repetition, leverages known info (serial number), and minimizes customer effort by guiding real-time actions efficiently.
Call Transcript42 turns · 45 lines
Speaker 1
Uh, yeah, one's OK, um, I've got, we've got the community, fibre, um, our main node works, but, the other two don't. they're disconnected, and I've tried everything and I can't get them connected, so, there we go. uh, what's that? Yeah, yeah, so, the main one's fine, but we've got two others, because we're a three-story house. [silence]
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling links is technical support. My name is Dylan. How can I help you today? [silence] Child nodes. [silence] I see. So just to verify, sir, um, you got uh two nodes, right? Two of your child nodes got disconnected.
00:00
Speaker 1
No. Yes, it's Philip Arnold. Two Ls in Philip. Yeah, with two Ls, Arnold, A R N O L D. Yeah. It's Philip at.
01:00
Speaker 2
Let me confirm. I see. Okay. All right, sir. So let me just run some verification with you and um let me just gather some information about your Linksys router in order for me to proceed further. Uh let's start with your full name. That's uh I'm sorry? That's Philip. Arnold. So that's Philip Arnold. All right, sir. How about your legal address?
01:00
Speaker 1
[silence] arnold auctions.co.uk. Yeah, A-U-C-T-I-O-N-S.co.uk. dot.co dot.co.uk. Yeah, yeah, correct. A-R-N-O-L-D. Yeah.
02:00
Speaker 2
Yes, sir. If by me wants to talk to this device, wanted to know if it's compatible with your uh this - oh sorry that's Phillip at Phil Allan auctions. Yes. That's a-u-c-t-i-o-n-s dot u-k, dot com dot u-k. Hi, sir. Just to confirm, sir, you're for Phillip, that's P-H-I-L-L-I-P, right? Oh, god. And for your last name, that's Arnold H.O.L.D. Okay, got it, sir thank you.
02:00
Speaker 1
That's correct, yep. Um, where will that be on the bottom a bit? Right, so not not the main node, the the actual uh main mode, I think. So maybe it'll pop to 97 any bigger. Uh,
03:00
Speaker 2
let me also verify your phone number the seven three seven three nine one two six one zero right sir now can you provide me the model number and the serial number of your link list system right yes sir it's that the bottom of the link list device you can find it there I would appreciate if you can provide me the the model and the serial number of the main router the one that is working fine the main node sir Just make sure that, you know, that your daughter will be buying the device. Make sure to have a copy of your receipt so that you can, um... Okay. No problem, sir. Just take your time. Uh, yeah. [silence]
03:00
Speaker 1
that mic sorry about that it's just the rain so small on these things right the serial number is that what you want the serial number okay right the serial five nine N for November one zero M for mother two five E for echo oh six seven three seven
05:00
Speaker 2
it's fine, sir. no problem. yes, sir, you can provide me the serial number and I'll look for the model number here in my end. not in. all right.
05:00
Speaker 1
Hey,1,000. That's right. Yeah. Yeah, I've done that bit. They're sitting here in front of me. They're literally next to them.
06:00
Speaker 2
3 7 all right sir got it thank you so much for that and um I believe you got a total of three nodes right all right and uh base here on our system you have a link is router with a model number SP- NMX five six okay it's okay sir um all right uh we can now proceed with the troubleshooting uh let's start by moving those child node near the parent node so that we can easily add them back to the network okay that's good to hear so how far is it from the parent node
06:00
Speaker 1
All three of them all three stood together. Right. So on the main one is is blue solid blue. Um the other two one of them is currently solid purple and the other one is a flashing red. Yeah. Yeah.
07:00
Speaker 2
Okay, that's good, sir. All right, sir. And can you tell me what's the color of the light indicator showing at the moment? I see. All right. Okay, sir. If you say that one of the travailes is showing solid purple, that means that it's already on setup mode, it's just waiting for it to be added to the network. Um, the other one, um, I want you to reset it. So, you press, the one that's uh showing blinking red. We're going to reset it. So, to properly reset [silence]
07:00
Speaker 1
There we go. That's about 20 here. Okay, so I'll then
08:00
Speaker 2
[KEEP_UNCERTAIN] just press and hold the reset button for 20 seconds. Well right. Okay, just 20. You can release it now. Okay. We can also reset the child node. The first child node, the one that's showing solid purple. Although it's a setup mode, we need to ensure that it is going to be added. With
08:00
Speaker 1
that's well so do that for 20 seconds I think good um okay 2 C 3 4 5 6 7 8 well - against the I think so for for if I yeah 15
09:00
Speaker 2
[KEEP_UNCERTAIN] Yes... yeah, let's let's reset both of the child nodes instead. [silence] Yeah... just a verify with you, sir, are they all have the same model number? Are they came or were they provided to you on the same day? Three.
09:00
Speaker 1
All right, going in. And if that makes too stubble. Go ahead and move together again. Oh, the first one's solid purple. The second one's light flashing blue at the minute, but that's I guess I'll catch up in a sec. Yeah, shouldn't be too long. It was only about a minute behind. [silence]
10:00
Speaker 2
I see. All right, sir. All right, sir. That's good to hear. Let's just wait for the other one to turn a solid purple, okay? Yes, sir.
10:00
Speaker 1
Right, I've got two solid purples. Okay? Which one to do? Okay, here goes. One, two, three, four, five. Right, done that, yeah.
11:00
Speaker 2
all right so that's good to hear okay so now what we're going to do is we're going to perform the five press method all you need to do is just go to your parent node and then on your parent node you press the reset button five times within five seconds all right so it's not too fast and it's not too slow just press the reset button five times within five seconds it's just like a normal counting um so you're just going to have to count one two three four five at the same time you're pressing it each second all right all right sir so let's just wait for at least two [ silence ]
11:00
Speaker 1
Yeah, one of them is. Oh, okay. I think the other one's having a look as well. Yeah, they're both having a little chat. Okay, thank you very much.
12:00
Speaker 2
It should take three minutes to have your child nodes added to the network. So, right now, your parent node is looking for the child node and they will eventually communicate with each other. You'll know if it's communicating if the child node will start blinking. Okay. That's good to hear, sir. That's a good indication. Okay. All right, sir. We're we're we're having progress here. So, let's just wait for it and give them some time. No problem, sir.
12:00
Speaker 1
[silence]
14:00
Speaker 2
any progress or okay now or is this give it some time if it doesn't work. um if if it doesn't work I'm sorry. go ahead. Okay, sir. No problem. Yes, sir. it should get a solid blue light.
14:00
Speaker 1
Right, I've gone solid blue on the first one. the other one as we know that was about a minute behind, so hopefully that'll kick into where I think. Yeah, so now they've just swapped the one which was flashing red's gone blue and the one which was blue's turned red. Oh. Yeah, done. I got, right, I got basically three solid blues.
15:00
Speaker 2
Okay. Okay, no worries. Hopefully, it's not yet three minutes though. So sometimes it would really take a couple of minutes considering that we are adding child nodes. I mean two child nodes at the same time. That's a normal light pattern, actually. But let's see if it will go back to solid blue light. Okay, that's good to hear, sir. Alright. Um, let's just give it at least uh at least 30 seconds. You know, just to make sure that it will remain a solid blue light.
15:00
Speaker 1
Well, sorry. Yet no wires. Yeah, looking good. yeah, all sold, used.
16:00
Speaker 2
blue light. And after 30 seconds, we can now proceed in relocating it. All right. So I have a timer here. I'll tell you when the time we're going to relocate it, okay? All right, sir. It's already 30 seconds. Is it still solid blue light? Okay, that's good to hear sir. Now we can uh proceed relocating it to the two child nodes. So what we're going to do sir, to have a better communication and optimal placement, uh we're going to unplug them at the same time.
16:00
Speaker 1
uh-huh. Okay. So, I unplugged both now and then and then basically, yeah? So I leave the second one plugged in then you mean? or take or or just take them both with me. Right. And then do okay. I got you. Okay. Come on. Right, let's go.
17:00
Speaker 2
from the power source. And we're going to relocate them one at a time. So, once you plug in back the first child node, we're going to wait for it to go online before we proceed plugs in the second one. Yeah, relocate it one at a time. Ensure that the first child node goes online before you relocate the second one. Yes, sir. You can just take them, I mean, take both of them with you and just work on and plug in the first one and wait for it to go online. Yes, sir.
17:00
Speaker 1
Trepidule. in. club one in and it's gone straight to dark straight to blue okay police yes
18:00
Speaker 2
It will start blinking, sir. Give it some time to reboot and set up
18:00
Speaker 1
Yeah, it's gone through the process. It did flash in blue, flashing red, goes off, comes back, and it's solid blue now.
20:00
Speaker 2
Okay, sir. That's good to hear.
20:00
Speaker 1
you should look on it guys wow I mean, this will keep me fit.
21:00
Speaker 2
All right, let's give it uh 30 seconds, sir, just to make sure that it will remain solid blue light. All right, sir, we can now proceed on the next child node.
21:00
Speaker 1
[silence] Brush and blue. Let's wait for this.
22:00
Speaker 2
All right, sir. All right, sir.
22:00
Speaker 1
Oh, it's something say yeah. Uh oh. The other one is now flashing red. I'm a solid blow. felt like that last. You're about 30 seconds. I'm getting used to this. All right. Come on, hang in there. Come on mate. Let's do it. [silence] That's good. Now you're magic mate. Thank you very much. I'm happy with that. And I've, I'll leave you a little note so if it happens again I know what to do. No, appreciate it mate. Thanks a lot. Take care. All right. Thanks. Bye
23:00
Speaker 2
All right, sir. That's good to hear. So I think we're all good now or do you still need anything else? Or would you like...? All right, sir. All right, sir. All right. Thank you so much for calling in. This is technical support, sir. Just don't hesitate to give us a call back in case you need assistance. All right. All right. You too, sir. Take care. Have a great day.
25:00