V2 Rubric Detail — 1dc220ba-7e92-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 08:09
Duration
25m 6s
Contact
+447939557894
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00136810
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall78.4% (+22.4)

V2 Grader Summary

The agent accurately diagnosed the SPNM60’s incompatibility with the Linksys app and provided correct guidance to use browser access, while scheduling a callback to assist with the new MBE7000 setup. Technical accuracy and ownership were strong, though communication could have been tighter and customer effort reduced. No critical failures occurred, and escalation was appropriately avoided.

V1 Case Analysis

Customer unable to install Linksys app on SPNM60; informed app incompatibility, advised browser access, and callback scheduled for Thursday to configure new MBE7000.

Troubleshooting Steps
  • Identified device model (SPNM60) and serial number.
  • Confirmed that SPNM60 is not supported by the Linksys mobile app.
  • Advised using a local web browser for router configuration.
Key Observations
  • Agent correctly identified app incompatibility for SPNM60.
  • No concrete step‑by‑step guidance was given for browser access or adding the MBE7000.
  • Call contained long pauses, filler, and limited call control, reducing efficiency.
Positive Highlights
  • Accurately communicated that SPNM60 is not compatible with the Linksys app.
  • Collected essential customer information (name, phone, email, model, serial).
  • Scheduled a follow‑up callback to ensure the issue is resolved.
Agent Errors / Gaps
  • Did not provide a clear, actionable walkthrough for accessing the router via web browser.
  • Did not walk the customer through the node‑pairing process for the MBE7000.
  • Did not verify that the customer's Wi‑Fi was currently functional before proceeding.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent explained SPNM60 app incompatibility and scheduled callback for MBE7000 setup but did not resolve immediate issue or confirm functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial and identified incompatibility but did not guide through browser access steps or verify Wi-Fi settings.
R3 Met Correct resolution path conf 95%
Agent correctly determined SPNM60 cannot use app, advised browser access, and offered callback for MBE7000 setup — appropriate path given device limitations.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (app not working), asked for model/serial, concluded root cause: SPNM60 incompatibility with Linksys app — logical and evidence-based.
T2 Met Appropriate tools / resources used conf 92%
No special tools required; agent used KB knowledge appropriately by identifying SPNM60 limitations and directing to browser access.
T3 Met No misinformation conf 97%
Claims that SPNM60 is incompatible with the app and should be accessed via browser are correct per KB; MBE7000 compatibility and child node use also supported.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained polite tone but call lacked clear framing, had frequent silences, repeated requests, and weak transitions.
C2 Partially Met Confirmed understanding conf 83%
Agent used accessible language but did not consistently confirm understanding or adapt to customer confusion about device roles.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, gathered necessary info, avoided transfer, and committed to callback — demonstrated full ownership.
O2 Met Proactive follow-through conf 96%
Agent set specific callback window (Thursday, 8–9 AM PH time), confirmed with customer, and acknowledged time zone differences.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation needed; agent correctly resolved within L1 scope by identifying incompatibility and scheduling setup assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent repeatedly apologized, thanked customer for patience, and acknowledged difficulty — sincere and empathetic.
X2 Partially Met Tone & rapport conf 83%
Agent remained courteous but missed opportunities to adjust pace or simplify explanations when customer expressed confusion.
X3 Partially Met Overall experience conf 86%
Customer had to repeat serial numbers and model details multiple times; agent did not streamline information gathering.
Call Transcript48 turns · 49 lines
Speaker 1
Hello. Hello, good morning to you. I'm having difficulty setting up my, Linksys app, and I keep going around in circles, and I wonder if you could help me to install it correctly, please. I'm so, say that again. Your, your volume is very low, I'm afraid. I'm afraid. Oh, that's fabulous. Yes. It's on my mobile phone.
00:00
Speaker 2
Welcome to [outs 2] linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.[silence] Thank you for calling me. Focus at this will be. How can assist you? Oh, sure. Yes, sir. On what phone did you install the linksys application? Oh, okay. Let me just let me just adopt this one better. Much better. Okay. Uh, yes, sir. My question is that on what phone did you install the linksys application. Is it Android or?
00:00
Speaker 1
It's iPhone. Uh, the, sorry the iPhone. Oh, it's the um, I don't just a moment and I'll tell you. Uh, I've got a, I've got two, I've got a router and a booster. Uh, it's, it's a community fiber one. Uh, and I'm not sure where I get the model number from. Um, Uh, I've got a code. I've got Mac. I'm afraid not actually. [silence]
01:00
Speaker 2
Is it iPhone? What's the model number of the Linksys device that you are using, sir? I mean the Linksys device, what model? The Linksys device that you are using, sir. The model number. [ silence ] [ silence ] It's underneath the device, underneath the note itself. [ silence ] SKU.
01:00
Speaker 1
Oh sorry, I do, I do apologize, I've found it. Modern number. It's letters Spn for Nelly, m for Mary, 60, serial number is seven two e for Edward, one zero, m for Mary 2c, f for Freddy, one, three, three, one, three. That that is the booster. I think that's correct.
02:00
Speaker 2
Or can you provide to me the serial number instead? Oh, SPN M60. And what's the serial number? Let me. Oh, this is the child node. So let me repeat. So it's 72E for echo. 1, 0, M for mike. 2, C for Charlie. F for Fox trop. 1, 33, 1, 3. Thank you, sir. And this uh were all provided by community Fight [silence]
02:00
Speaker 1
Yeah, next It is for this particular reason. I phoned before, because I wanted some advice on which uh model to purchase. Um I've bought myself another one, which is the uh 7 model, the latest. Um, and I'm going to install that, but I have to return one of the others, and I'm going to get another, uh another modem. Um do you want the main router number? Yes, of course. My mobile number is 07939578.
03:00
Speaker 2
okay sir before we proceed with our troubleshooting may I ask first if this is your first time calling Linksys first yes sir can I have your phone number also so I can pull up your record.
03:00
Speaker 1
9-4. Yeah. I've only just acquired the service on community fiber. It's been in existence about three weeks. [one moment, please]. By the way, um, it's Michael?
04:00
Speaker 2
Okay. So it's, oh, seven, nine three nine five five seven, eight, nine four. Uh, it's, it's. How long, like, it's been like years since your last interaction with us? Because I cannot pull up a record using this phone number. Oh, I see. So how about this one, sir? Since there's no record under this phone number, so let me gather some of your information first to create your case on our system. So this is your best call back. Yes, sir. This is your best call back number. And then your first name. That's Michael. That's M-I-C-H-A-E-L. [silence]
04:00
Speaker 1
be, it's Bravo, Echo, Bravo, Bravo, Bravo, be yes I'm that it in lowercase it's beb mw 77 at Gmail.com [speed0.85] Uh 7 at Gmail.com yes it is. It is Yes, very well actually, but what I I can't do. And I tried on so many occasions is to connect the app. And that's where I'm having problems.
05:00
Speaker 2
Last name, Bravo, echo, bravo, Bravo. So B E B B Okay. And how about, thank you. Sir how about your email address? Let me repeat the email address to make sure I got it correctly. So it's your last name and then M for Mike, W for whiskey, triple seven at gmail.com. Oh double seven only okay. And is the Wi-Fi working sir? Thank you.
05:00
Speaker 1
I put in the, um, the serial number and the code numbers for both items and it doesn't register. It just goes 'round in a circle, I'm afraid. [silence] Oh, isn't it? Uh, I'm sorry. I'm a little bit confused. Um, when you say, uh, it's not compatible, um, community fiber actually suggest that I get this linksys up. [silence]
06:00
Speaker 2
Well, yes, sir, because it could be the reason why you cannot uh install the Linksys application for this one because SPM-160 is not compatible with the Linksys application sir. Yes. Yes, sir. So when you want to access the router settings, you can access it via the browser. All Linqsys app. Okay. Hold on. Let me just double check.
06:00
Speaker 1
It's the only thing. By all means, yes. When you say iPad or computer, can I not do it on my mobile phone? Right.
07:00
Speaker 2
Uh, well, sorry. Yes, sir. Oh, sorry to interrupt. Uh, sorry. I'm really sorry to inform you, sir, that Community Fiber informed you that you should download or install the Linksys application for this model. But, sir, I am really sorry to inform you that the SPNM60 is not compatible with the Linksys application. So, if you want to access the router setting, sir, it should be via the browser, for example, using iPad or computer. But it's good that Wi-Fi is working, sir. Um, since, yes, sir. So, there's no need for you to install the Linksys application. Uh, but if you want, I can walk you through how to access the router settings using your iPad or computer. [silence]
07:00
Speaker 1
Right, I've got both in actual fact, so... Oh... and I've also got an Android phone, but... it's just... it's very confusing. One of the problems I have now, I've just purchased another... another Linksys router. And it's the late... it's one of the latest ones. Am I going to be able to set this up? It's the Wi-Fi 7 router node. The booster is the one that is the... whatever it is, the Community 5001.
08:00
Speaker 2
u ma harder if you are using your phone it's much better use an ipad or a computer or a laptop sir.
08:00
Speaker 1
Yes. Yes. No, it's not. One of the problems, uh, forgive me for boring you with all these details, but um, I, I took out a standard package which included the booster. Unfortunately, I couldn't see the logic of it. Uh, and the installation engineer said I could introduce my own, uh, um modems and router.
09:00
Speaker 2
yeah, so there's another way to add a booster. So okay, so to clarify, the one that you mentioned SP and M60, this is the one connected to the community fiber modem, correct? This is the, okay, okay. So you and then also you like purchased a new linksys device. Is it purchased from a different store or is it also provided by community fiber? the model and serial numbers sure yes [silence] the model and serial numbers
09:00
Speaker 1
Just bear with me, I'm going only going to take it out. Thank you. Thank you. Right, here we go. Um, The name is Linsky's 0631. Is it a 631 or an 831? I'm not sure. Um, and it's got a recovery key and a password. Um, do you want a serial number?
11:00
Speaker 2
Yeah, take your time.
11:00
Speaker 1
Just a minute. I've got to get some. I can't see. Can you fill out, rugby, the vaccination to begin with to see each week in here. Shoot. Bulled out, rugby. The vaccinations in church. In large with what was to be a bit. for teachers. Right, I'm with you now. The serial number is five nine. Ava Alfred. Are you there? Can you hear me? Oh, sorry. I'm I've I lost you on loudspeaker. The serial number is five nine.
12:00
Speaker 2
it again for your address yes sir I am listening so five 9 8 for all state yes I can hear you
12:00
Speaker 1
for Alfred. 1-0 and for Mary 26. These are Edward 00831. Correct. Um, I bought it online on Amazon. Yes. This is the only one. Sorry. I do. Sorry. I'm getting, uh, this is the MBE 7000. I've just purchased it in order to replace the, uh, the booster that I got from Community fiber.
13:00
Speaker 2
uh-huh uh-huh okay so 598 for apple 1 through M for Mike 26 e for Echo 00831 uh okay and where did you purchase this one sir Amazon yeah this is the MB E 7,000 correct the model number how many MB I seven thousand do you have. Okay. Oh I see so you don't want to use this SP mail M60 you want to return it to community fiber.
13:00
Speaker 1
Yes, but is it compatible? The router itself is one of the um the older ones, the SM, the community fibre one. Is this compatible as a booster to the community fibre router that I've got? And so, um, [Silence] Good morning. Good morning. How are you? How are you? Good to see you. Um, okay. Thank you very much. [Silence] That's great. That's good news for me. [Silence] Right. So [silence]
14:00
Speaker 2
and you have this M.B.E. 7000. So for this M.B.E. 7000, sir, this is compatible to the LinkSys application. Let me just double check. Oh, hi, sir. Thank you for patiently waiting. So for this one, sir, yes, we can add this M.B.E. 7000 as a booster or as a child node to your SP and M 60.
14:00
Speaker 1
I I Where do I go? I've got a computer and I've got an iPad. What would you prefer? Uh the 7,000 is going to replace. I'm a little worried because I've got a very important conference uh on Wednesday and I'm not sure I don't want to lose my broadband fantasy. Um I'm sure that that's not going to be the case, but what I want to do is to keep the router which is the um community fiber one, uh and also add uh later uh the other one. I can keep them both at the moment until I decided that decide to upgrade it with the new one. Does that sound sensible?
15:00
Speaker 2
Okay, but do you want to add MB LA Meme Sensei first? Oh, uh-huh, uh-huh. Huh. Huh. Yes, because if you like, if you want to like change the
15:00
Speaker 1
Okay, that's done. That sounds good to me. Well, if I add it right now, is it going to affect the the booster that I've already got operating? Yes. Okay. Well, um that that is going to disappear soon. This is going to be removed, uh and I will remove it after it expires.
16:00
Speaker 2
the SPM 60 from the modem and then set up this MB 7000. Sure. Yes. We will, like, change the network, but if you don't want to lose the connection right now, we can add this MB 7000 as a booster to your existing SPMM. So do you want to add it right now? You mean the FPNM60? It will not, sir. It will not affect. [silence]
16:00
Speaker 1
after Wednesday so that I can return it to community fiber and what I just want to do is to keep the main router the u the SM whatever it is and also the new router the 77 that I just mentioned to you
17:00
Speaker 2
Uh-huh. Mm-hmm . Okay. Uh, how about this one, Sir? Because it would really take time, but you don't want the connection. So, uh so, I will be giving you an option here. So, yes, because if you, like, want to add this m7000 as a booster right now, yes, we can do it. But by Wednesday, by Wednesday, you are already, like, decided to return this M60 to community fiber and then make this m7000 as like the new, uh router. So, just like like
17:00
Speaker 1
I say the new router. The router is set on the incoming fiber optic line, and therefore, I think it's more important to keep it there. Or do you think that I should change it and use this new one to make the router? Right. I'm a little bit confused as to which decision to make. If I keep the main router as it is at the moment with the booster, the old booster?
18:00
Speaker 2
Then, well, it's really up to you, sir, to decide because if you want to use this MBE seven thousand right now after the router, so we're going to disconnect the SPM and 68 right away from the community fiber modem. So, it's really up for you to decide, sir. I will just be following whatever decision you're making right now.
18:00
Speaker 1
I can always add the new one at the end of Wednesday, can I not? Right. Okay.
19:00
Speaker 2
Yes, for example, you decide on Wednesday that you will be using the MBE 7000. I guess you said you're using this one for work. You don't want to lose the connection, and then you want to do it Wednesday. Yes, we can. We can do it on Wednesday, make this MBE 7000 like your router, right? So we need to disconnect everything and do it on Wednesday. But if you want to add this MBE 7000 right now to your existing SPNM60, yes, we can do it. But then again, since on Wednesday you want to change the network, you want to reconfigure everything. So there's another setup. So it's really up to you, sir. If I can give you a call back on Wednesday, if you want, so we can set it up and then retain the setup right now. Just leave it as it is.
19:00
Speaker 1
That, that would be, that would be a great idea. I'd appreciate that as well. Um, I think, uh, Wednesday is the day that I need, uh, connection. So, Thursday would be a better day for your assistance, I'm afraid. Is that okay? Okay. Um, so... Yes. Anytime you- anytime that is convenient to you. I don't mind. [silence]
20:00
Speaker 2
[KEEP_UNCERTAIN] [silence] [silence] Yeah. Today, right, yeah, sure. I can give you a call. Thursday, today is Monday in your time, right? It's Monday. Uh today is Monday in your end, correct? Today is Monday in your end because we actually have different time zone. So I can give you a call on Thursday. Is it okay to like be much earlier? Today is your uh what time right now, sir? Yeah, because actually I will be our um office hour will be closed like around seven to eight in uh the evening. But I will be out by like 30 minutes from now.
20:00
Speaker 1
Yes, yes, I am. Can I ask you where are you? Oh, you're in the Philippines. Oh, I see. I see what you mean. Okay. Well, that's not a problem. Um, any time on Thursday. Um, Thursday your time. I I don't know how many hours you are ahead of us. It is Yes. Yes. 8 or 9 is perfect.
21:00
Speaker 2
I can't give you a call back Thursday, like maybe a much earlier time, maybe two hours earlier. Are you like free on Thursday? Anytime in the morning. In the Philippine? Sir. So yeah, uh-huh. Because I guess your time right now is in 9:30 in the morning. So are you free from around like 8 or 9 in the morning, Sir? Around 8 or 9. Okay, let me take note, 8:00 and 9:00 because we have really like a different time zone. Okay. So I'll give you a call Thursday, like it should be
21:00
Speaker 1
[KEEP_UNCERTAIN] okay I'm okay oh hello sorry not a not a probab no I appreciate that not at all not a problem um can I just ask one other thing um if I purchase this new model now the seven would it be better if I purchased another one uh and returned both of the um MS whatever it is the community finder Okay, so there's no thing such thing as overkill
22:00
Speaker 2
under your time, sir. So, eight or nine in the morning? I will be calling you during that time, okay? But if in case I will be engaged on a call during that time, just wait for my call back 'cause I will be really giving you a call back since I know you're concerned already. uh-huh. Uh-huh. Mhm. Yes, sir. So, for example, since you have one MBE 7000 right now, you can add like as much as two MBE 7000, three MBE 7000 to act as a child node, a booster.
22:00
Speaker 1
no no it's mo it's mo no problem I've only got a um a two bedroom flat on one level so I I think one would be sufficient to cover it I don't know whether it's worth keeping the old one from community fiber uh and adding the uh the other one or or getting just another one and getting rid of the mail the community fiber because they don't seem to do anything for me I I appreciate you I appreciate your opinion actually I know it's not easy I know you can't um recommend but um on Thursday I shall wait for your call and
23:00
Speaker 2
uhh, no sir, but that's too much. not too much also because, for example, if your house is not that big, so you can only get, like, for example, 3 MBs a bit thousand or two but if you have like second floor, third floor, then, yes, you can add as much uhh, well, it's really up [silence]
23:00
Speaker 1
We can do the necessary then. That would be very much appreciated. Okay, that's great. Thank you very much for your help. No, you can you can go home now. All is finished. You're well You're welcome to Thank Thank you very much indeed. Thank you. Thank you. Bye bye.
24:00
Speaker 2
Sir. Yes, sir. I will be really happy to contact you Thursday so we can set it up. So you have lots of time to decide. Uh, but I'm sure you already decided to use the MBA 7000. So you can just retain the connection right now and we will change the setup by Thursday. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Uh-huh. So sir Okay Okay. So, yes, thank you so much for your time, sir, and then wait for my call back around that time because I will be really uh giving you a call back so we can change that setup. Okay. Okay. You're welcome, sir. You have a nice day. You take care. Always.
24:00