V2 Rubric Detail — 19c0dfe4-6365-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:08
Duration
7m 28s
Contact
Anthony Bronze
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132634
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add Child Node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (+19.7)

V2 Grader Summary

The agent correctly resolved the pairing issue by guiding the customer to use the Pair button once and wait for solid white, confirming successful connection. However, unnecessary data collection increased customer effort, and communication lacked deeper empathy and structure despite technical accuracy.

V1 Case Analysis

Customer reported LN1200 child node not pairing with SPNM60 parent (solid blue LED). Agent advised single press of pair button on parent. Node transitioned to blinking white, then solid white. Resolution not confirmed. Serial number collected late and inaccurately. No case created or follow-up path set.

Troubleshooting Steps
  • Confirmed LED behavior (solid blue on child node)
  • Instructed single press of pair button on SPNM60 parent router
  • Advised waiting for solid white light on child node
  • Observed blinking white transition to solid white (indicating successful pairing)
Key Observations
  • Agent correctly identified solid blue LED on LN1200 as 'ready for setup' and advised single press of pair button on SPNM60 — accurate per Cognitive Mesh KB (transcript [01:00])
  • Agent did not confirm product models early; inferred SPNM60 and LN1200 from customer self-report but did not validate
  • Serial number collection was error-prone: '722 Echo 10 Mike to A Alpha F Fox trot 25010' is not a valid format — likely intended 722E10M2A25010 (transcript [05:00]-[06:00])
  • Agent asked for email after customer already provided it — inefficient and disorganized (transcript [03:00])
  • Call ended without confirming final device state or network functionality — resolution assumed but not validated
  • No warranty, support eligibility, or case creation discussed — major protocol gaps
Positive Highlights
  • Correctly interpreted solid blue LED on LN1200 as 'ready for setup' and advised single press of pair button on SPNM60 — aligned with Cognitive Mesh KB
  • Provided correct guidance to wait for solid white light to confirm successful pairing
  • Acknowledged customer's real-time feedback about blinking white light and adjusted instructions accordingly
  • Offered to send KB article (though not confirmed if sent)
  • Confirmed ISP as Community Fibre, relevant for SPNM60 context
Agent Errors / Gaps
  • Failed to confirm product models at start despite troubleshooting model-specific procedure
  • Incorrectly transcribed serial number: '722 Echo 10 Mike to A Alpha F Fox trot 25010' is not a valid format; likely meant 722E10M2A25010 but not corrected or verified
  • Asked for email address after customer already provided it — poor note-taking or attention
  • Did not create or reference a HappyFox case
  • Did not verify warranty status or support eligibility
  • Ended call without confirming final device state or network functionality
  • Poor call control: allowed customer to drive conversation, failed to summarize or close properly

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms resolution: 'So it's now showing solid white.' Customer indicates success: 'Ya. Okay, all right. It's already I could tell it's already better anyway.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent advised pressing the button once and waiting, but did not verify power, placement, or attempt web UI troubleshooting; minimal diagnostic steps taken.
R3 Met Correct resolution path conf 95%
Agent correctly identified SPNM60 uses Pair button (not 5-press) and gave appropriate pairing guidance per KB documentation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (blue LED on child) and gave correct interpretation, but did not ask diagnostic questions (e.g., distance, power cycle) to isolate root cause.
T2 Met Appropriate tools / resources used conf 90%
Issue was LED state and pairing — no remote tools or logs needed; agent resolved it using correct procedure without unnecessary tool use.
T3 Met No misinformation conf 95%
Guidance was technically accurate: 'you just have to press it once' (correct for SPNM60) and waiting for solid white is proper behavior per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent gave basic instructions but failed to set clear expectations, manage transitions, or maintain structured control; call was reactive.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not confirm understanding after key steps or adapt beyond surface-level communication.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through until confirmation of success.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: 'wait for at least two minutes' and 'after 30 seconds, if still solid white you can proceed relocating it.'
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not assessable.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent used polite language but did not acknowledge customer effort or frustration; empathy was generic, not personalized.
X2 Met Tone & rapport conf 85%
Agent maintained a calm, patient tone and kept the customer engaged throughout the interaction.
X3 Not Met Overall experience conf 90%
Agent unnecessarily collected full name, email, and serial number — none required to resolve a pairing LED issue — increasing customer effort.
Call Transcript10 turns · 13 lines
Speaker 1
Oh, hi Dylan. Thank you for picking up the call. Um, I've got a problem with a router and a child device. I've got a Linksys SPM60. And I've got a child LN1200, which I'm trying to connect up to the main unit. The main, the main router, the light is white and the child is is blue and it should be white. And I thought I had to get it to, yeah, I'm not sure what does the blues tan for?
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. indicates that the the child node is ready for setup it's just waiting to be added to the network. Uh-huh. Uh-huh. You just I think you actually don't have to press and hold for five seconds. Sir, you just have to press it once. Uh-huh. Undur. All right, then in order for me to proceed with the troubleshooting. Do you mind providing me with your full name? [silence]
00:00
Speaker 1
And your surname is Brondze. No, B R O N Z E. B R O N Z E. G E. No, that's, no, B for die, R for, Romeo, O for orange, N for November, Z for zebra, E for Echo. Yep. This seems to be working, man, for the most recently blinks, it's blinking white which has never done before. The first blinking white. Uh, is that it? Is that all I have to do?
02:00
Speaker 2
I'm sorry, that's CRO, PRON. That's Papa, Romeo, Oscar, November. What's in that? Oh, okay. So that's Anthony Bronte. All right. How about your... Did it work, sir? Okay. Okay. Okay. That's good to hear, sir.
02:00
Speaker 1
Ya. Okay, all right. It's already I could tell it's already better anyway, it's true, what I expected it to do. Uh, it's still both, both blinking work at the moment. They're both still syncing up. Yeah, it's, yeah, it's basically Anthony bronze all one word, A-N-T-H-O-N-Y B-R-O-Z-D hotmail.com. Could you do me, could you do me a favor? Could you send me, uh, would it email? Uh, head touched to do this in the future. So I don't have to [silence]
03:00
Speaker 2
yes sir, you just have to wait for at least two minutes but uh let's keep an eye on it. Uh let's wait until it turns a solid white, okay? All right sir. So it's it's now showing solid white. Okay. All right sir. And um, do you mind providing me your email address as Well Sir Anthony? Uh-huh. A @hotmail.com. Okay.
03:00
Speaker 1
Yeah. Yeah. Yeah. That's just this still can thank you so much for time. Okay. No, no, you're right. Okay. So what like you do you have my link to your channel? Just a two, the main and the child, one main and one child. Oh, the current now. Yeah, hold on, hold on, hold on.
04:00
Speaker 2
Oh, oh, okay, that's fine, sir. Um I'll send you the, um, the knowledge base of this specific model if you want. Mm-hm. Okay. All right, sir. All right, sir. Let's wait for your devicer to go online, okay? It's better to be sure, sir. Yeah. So currently, sir, how many devices do you have? How many towers. Yes. Yes, sir. Okay, got it. And uh, can I have the serial number of your parent node. Yes, sir. Um, Yes, the serial number of the pentagon. Yes, sir. I'm sorry, that's 2-Echo Alpha F. Oh, okay. Fox shrug. 250, mum. 10, okay, let me just repeat that one, sir. That's 722 Echo 10 Mike to A Alpha F Fox trot 25010. All right, got it, sir. Thank you so much for that. And uh, I believe your internet service provider is community fiber. Okay, got it, sir. Thank you so much. Which one is blinking red? Okay, sir. No, no problem. Uh, yeah, it's actually a normal light pattern, sir. So give it at least 30 seconds just to make sure that it will remain a solid white. And after 30 seconds, if it still seems
04:00
Speaker 1
Okay.
07:00
Speaker 2
solid white you then you can proceed relocating it. Yes sir. All right sir no problem. Just don't hesitate to give us a call back okay? In case you encounter all right. Have a great day. Take care. Bye for now. [silence]
07:00