V2 Rubric Detail — 2a3c25b8-664e-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 11:02
Duration
33m 7s
Contact
Tessa Hankinson
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133216
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall57.6% (+1.6)

V2 Grader Summary

The agent achieved partial resolution by helping the customer access the router, reset credentials, and reconfigure Wi-Fi settings, but failed to confirm full internet connectivity. Core diagnostics like direct modem testing were skipped, and some technical inaccuracies were present. However, the agent owned the case, used appropriate tools within scope, and made meaningful progress, warranting a Partial Resolution outcome rather than Unresolved.

V1 Case Analysis

Customer reported no Wi-Fi; router in solid purple (setup mode). Agent attempted 5-press reset (incorrect for SPNMX) and guided app login/password reset. Router eventually showed valid WAN IP (88.202.242.5) and solid blue LED. Child nodes are TP-Link, not Linksys. Issue partially resolved; ticket #133216 created for follow-up.

Troubleshooting Steps
  • Collected serial number (55Y20M1BC01674) but did not confirm model.
  • Instructed 5-press reset (incorrect for SPNMX/ISP-provisioned device).
  • Guided app reinstallation and login using router password (default + recovery key).
  • Assisted with changing Wi-Fi SSID and password via dashboard.
  • Verified WAN IP address (88.202.242.5) and LED turned solid blue.
  • Identified child nodes as TP-Link, not Linksys.
Key Observations
  • Agent failed to confirm product model before giving instructions (e.g., 5-press reset at [05:00] is invalid for SPNMX series).
  • Customer’s child nodes were TP-Link devices ([30:00]), not managed by Linksys mesh, leading to misdiagnosis.
  • Router eventually showed valid WAN IP (88.202.242.5 at [21:00]) and solid blue LED ([31:00]), indicating possible recovery despite incorrect steps.
  • Agent created ticket #133216 and provided closure path, though no follow-up was scheduled.
Positive Highlights
  • Agent collected serial number despite customer difficulty ([01:00]–[04:00]) and attempted verification.
  • Successfully guided customer through app login using correct admin password format (default + 5-digit recovery key) ([10:00]).
  • Confirmed WAN IP address ([21:00]) and used it to infer connectivity, showing technical awareness.
  • Identified that non-Linksys devices ([30:00]) are not managed by the system and adjusted guidance accordingly.
  • Provided ticket number #133216 ([32:00]) and set expectation for future reference, ensuring case continuity.
Agent Errors / Gaps
  • Failed to obtain or verify product model number before giving technical instructions.
  • Provided incorrect 5-press reset procedure ([05:00]) not applicable to ISP-provisioned SPNMX/SPNMX series (should use ACS reset via myrouter.info).
  • Did not verify WAN/Internet connection status from modem or check physical cabling.
  • Repeatedly instructed app reinstallation ([11:00], [27:00]) without diagnosing root cause.
  • Failed to recognize that non-Linksys child nodes ([30:00]) would not appear in the app, leading to unnecessary troubleshooting.
  • Did not confirm whether the fix worked beyond app login — missed validating internet access after password change ([19:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent helped customer connect to router and change Wi-Fi settings, but final internet connectivity was not confirmed; customer reported 'no internet connection' warning in app.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through password reset, app login, and Wi-Fi reconfiguration, but skipped core ISP/modem diagnostics like direct modem test or WAN IP verification.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting (app access, password reset, node verification) appropriate for an out-of-warranty device without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid purple LED and attempted setup recovery, but did not ask for model number or confirm if modem was working independently.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used the Linksys app and guided IP address check, but did not use local web UI (192.168.1.1) or recommend direct modem speed test.
T3 Partially Met No misinformation conf 90%
Most instructions were accurate, but agent incorrectly described third-party nodes as TP-Link and mischaracterized 'solid yellowy orange' LED behavior not in KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow but gave inconsistent instructions (e.g., switching between app and web UI) and failed to summarize progress clearly.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but introduced confusion with terms like 'Linux app' and 'root password', and did not confirm understanding of desktop mode.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed multiple troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 85%
Agent provided step-by-step guidance and issued a ticket number, but did not set a clear timeline for resolution or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — agent made progress on setup and connectivity issues within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted — issue was being resolved through standard troubleshooting.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used polite language and apologized for audio issues, but did not explicitly acknowledge customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 85%
Agent adapted tone to be patient and supportive, but instructions were sometimes misaligned with customer’s technical level and pace.
X3 Not Met Overall experience conf 90%
Customer was asked to repeatedly reinstall the app, re-enter passwords, and re-report serial numbers, increasing effort unnecessarily.
Call Transcript66 turns · 67 lines
Speaker 1
Welcome. Hi there. We don't have any Wi-Fi. I'm really untechnically minded, so bear with me. I've called Gigal clear and they said there's nothing wrong with the modem and said then now I need to call you guys to get some assistance. So here I am. How many link's in the house? So I think there's one router and lots of nodes attached to it, boosting it around the house.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. I'll be assisting you today. Hmm. Got this one, ma'am. And just to confirm, may I know how many Linksys routers do you have. Yes, ma'am. I see. Got this one. And what's the
00:00
Speaker 1
um, solid purple. I did, I literally turned it off and on and it went to flashing red and then back to this purple. Yes, let me just go and take a photo of it. okay? one sec. Can you hear me? Okay. serial number is five,
01:00
Speaker 2
the light behavior on the main router that is connected to your modem right now. Is it purple? all right so did you reset this parent node or main router prior to calling us? I understand. Got this one man. For Record purposes, may I have the serial number of that main node or main router? No worries ma'am. Yes ma'am.
01:00
Speaker 1
w Y 20 M 1 B for for Bravo Charlie 0 1 6 7 4. Did you this be okay one sec. Okay the the
02:00
Speaker 2
Thank you so much for that one. Let me verify the serial number to make sure that I got it correct here. So is it 5 W 2 0, M for Mary, 1. B for Bravo, C for Charlie, 0 1 6 7, 4. That correct? Oh, I'm sorry. I'm sorry, I'm sorry, Mom. Your voice is cutting in and out.
02:00
Speaker 1
Okay. Can you read it like now? Okay. So five, five, Yankee. Two zero. Mother one. Bravo. Charlie. Zero one. Six. Hang on. Ah! I'm gonna have to go take. another. Say. Okay.
03:00
Speaker 2
Yes, ma'am. I can hear you now, clearly. Uh-huh.
03:00
Speaker 1
Sorry. I like dropping them off to get telephone searching. So, five, five, thank you. Two, zero, N, another, one. B, C, zero, one, six, seven, four.
04:00
Speaker 2
hello ma'am uh-huh alright thank you so much for that one and may i know the model number of this router or this through node thank you so much for that one and i i i sorry and i assume that this main node was provided by g
04:00
Speaker 1
I don't think I'm afraid. [silence] Okay. Yeah. Okay. I'll run down and then I can just sit and wait to see what color it goes.
05:00
Speaker 2
Yeah, we go clear. That correct? I see. So for this one, ma'am, since the light on the main node is showing sold purple, that means that the router is on setup mode. So let's try to reconfigure this main node using the five press setup method. So on the parent or main router, kindly press the reset button five times within five seconds. Yes, ma'am. That's correct.
05:00
Speaker 1
Oh, I'll tell you, can you hear me? Um, so, I've actually just managed to connect to it. But what's strange is that it's usually, in the past, the network has been called August.
06:00
Speaker 2
Yes, ma'am. I can hear you clearly. Uh-hun.
06:00
Speaker 1
Which is the name of our company? and I've actually just gone to gigaclear underscore F179, which was written on the bottom of the router and put in the password on the bottom of the router and it's actually connected to it. So perhaps it is working and just for some reason the old network name and password have disconnected. I'm really sorry. I'm just here on my mobile phone. Can I do it from my mobile? It's an Apple, whatever that is. Yeah.
07:00
Speaker 2
uh-huh I see. Um, just to confirm, uh, do you have, uh, a laptop there that we can use to connect to the network, ma'am? Because we can just actually change the Wi-Fi name and password. Ah, yes, ma'am. Um, may I know the operating system of this mobile of yours? Is it an Android or iOS? Uh-huh. Uh-huh. Got that one. So, on your phone, uh, kindly open up a browser like Safari?
07:00
Speaker 1
and [ silence ] continue to [ silence ] link see. [ silence ] shall. I. do. that.
08:00
Speaker 2
And then type in the address bar, like the upper search bar, HTTP colon, double forward slash, myrouter.local. And then press enter. Yes, ma'am. Uhu. Uh, and are you on the page asking you to download or install the Linksys app? I I see. Uh no, ma'am. So on this screen, oh by the way, do you know how to set the browser into desktop mode or desktop site view because.
08:00
Speaker 1
No. I don't. I'm sorry. No, don't think so. Let me have a look. Do you want me to download one? Oh yes it does. Sorry. I've got it. I'm just re-downloading it. It says here we found a Lynx Net work to do. Yep. We found a network. Add it to your account. No. [silence]
09:00
Speaker 2
Since we are using a phone. We need to yeah no worries. So by the way, how about this one? Does your phone have a Lexi's app? I see. Yes, ma'am. for this one. Okay. Great. That's great. That's great to know, ma'am. for this one, we need to access the Lens instead, since it is more convenient than to access the web user interface. Okay. So on your phone, kindly open the app. And then tap on manage your wi-fi or manage your network. Yeah. Yes, ma'am. Just press allow. Uh-huh. Is there a way to skip or bypass that one, because we can just log in. [silence]
09:00
Speaker 1
it, it doesn't give me an option to bypass it, I'm afraid. It just says, add to account. And then it says, enter your router password, which I guess is the one on the bottom. Shall I do all of this? Yeah. Okay, sorry, that's the incorrect password, sorry. So I did the password, which is JMXY9511Y. And then I put the recovery key on the end, do I? Five.
10:00
Speaker 2
So it's on the screen, is it asking to enter your, like, email address and password? Uh, try to tap on admin. Let's see if, what will be the next, uh, yes ma'am, let's try the one that labeled on the router. However, by default, the router admin password is the one labeled on the router plus the five digits recovery key. Hmm. Yes ma'am. And it did not work for me.
10:00
Speaker 1
Hang on. Eight, four, three. it says, Sorry, that's incorrect. Okay. Okay, so delete the app and then start again. Delete, Okay, go activate that still.
11:00
Speaker 2
I see. Let's try this one. Since we can't, we should be able to access the login page on the Lynx's app. However, for this one, try to uninstall and reinstall the app. And let, let me know once you have reinstalled it because I'm going to walk you through on how to access the login page. Yes, ma'am. [silence]
11:00
Speaker 1
Okay, it's just downloading. All right. Yep, open. Now it's asking for an email. Or it says create new account at the bottom. Oh, hang on. If I go back, if I go back, it says manage your Wi-Fi or set up a new Wi-Fi network. Okay. Yeah. And then it's saying log in with my email and password. Oh, yeah, there is a router password one. Yep. Yeah.
12:00
Speaker 2
and enter your the router password. Yes. yes. carefully type in your router, password. OK, great. carefully type in that router password she says.
12:00
Speaker 1
any yeah okay what Okay. 598 for paraphrasing. Okay, the account holder will be notified if this password's changed. Should I go continue? Thanks. And now it's asking for a new password. One, okay.
13:00
Speaker 2
find on reset password, or press on the reset pass slightly. And after that one, finally answer again the five digits recovery key. [silence] [silence] [silence] Yeah, yes, ma'am. [silence] Yes. So, that would be the local router password, okay? So, yes, kindly create a new password and make sure that your password meets the requirements.
13:00
Speaker 1
It says you can you cannot have your password cannot have the same character twice in a row. Does that even mean a letter? [silence]
14:00
Speaker 2
No worries, ma'am. Just take your time and just let me know once you are logged in in Citadel and Susans. Bye. Yes. Yep. Yes, ma'am. So it should, so the new password should have at least one uppercase, one lower character, one digit and one special character. And yes, you are correct.
14:00
Speaker 1
okay all right I'm in let's say Tessa T-E-S-S-a HANKINSON H-A-N-K-I-N-S-O-N. Tessa at August collection dot co dot uk yeah yeah.
15:00
Speaker 2
should be no space and no consecutive identical characters. All right. That's great. Uh, by the way, ma'am, for record purposes, may I have your first and last name? Thank you. And what about your email address? Mhm. Thank you so much for that one. And since we are already on the dashboard, uh kindly uh tap on the menu icon. And then press on the Wi-Fi settings or Wi-Fi settings tab. And there, you can change the Wi-Fi name and password of the system name. And once you once you did it, just press on save.
15:00
Speaker 1
And does it matter if I repeat a character here? So it's okay to repeat a character here. [silence] Changing what caused the Willen's to [silence] Okay, continue. Restarting your Wi-Fi. It's just saying restarting your Wi-Fi, this could take up to a minute and it's thinking.
16:00
Speaker 2
and by the way, may I know how long you have been using these routers?
16:00
Speaker 1
I reckon it's between three years, but I don't know precisely. It's still same restarting. I can't come off this page whilst it's doing that. Okay. So I'm going to my usual Wi-Fi in settings of my iPhone, do you mean? I don't know.
17:00
Speaker 2
May I know how long you have been using this linksys router?
17:00
Speaker 1
invalid password let me try then just try them Yeah yeah it's time now brilliant I'm back on the link for that now
18:00
Speaker 2
Did you use that new Wi-Fi password that you just created ma'am? No worries. That's great to know, so on your phone, like the phone that has the Linux app, kindly reconnect to the new Wi-Fi name of the system ma'am. And then just let me know once you are back on the Linux app. Okay, great. So that should do it ma'am. Rest assured that your system is working.
18:00
Speaker 1
It actually says here, August, which is the name I've just changed the network to, has no internet connection, then maybe an ISP outage. And then it talks about, we'll walk you through common fixes. Why is it suddenly dropped out?
19:00
Speaker 2
since you're still on the Linux app can you close the Wi-Fi settings and then tap on the network administration tab haha haha Can you can you double check if the signal or mobile data on your phone is turned on or off maybe cause be the reason why it is getting an internet because the signal data is currently turned on Hmm.
19:00
Speaker 1
My data, my Bluetooth is on. Sorry, do you want it off? Yes, yeah. Okay, I think I'm going to have to log out and log back in, 'cause it's just on that page log in, root password. So it's the root password. Oh, okay. It's that one. [silence]
20:00
Speaker 2
Mhm. Yes, ma'am. T and turn it off and then check if your phone is still able to get online. Okay, that's great. So however, let's double check the IP address on this system. So again, ma'am, on the linksys app, I need you to press on the advance settings. Uh huh. You have to press on it and then a menu will show up. Yep. And then go to the IP address
20:00
Speaker 1
Yeah. Okay, getting read settings. All right. Sorry. Now, where did you want me to go now? Yeah. Okay. Yeah. Uh, yeah. Node. Yeah. Okay. Yeah. Yeah. 88.202.242.5.
21:00
Speaker 2
So yeah, can you kindly Tap on the menu icon, Ma'am, and then press on the network administration tab. Aha. Can you kindly press on node or parent nodes? Aha. Yeah. And then press on the main node, or main router. Uh huh. So on the screen, ma'am, you should be able to see when? So W-A-N. And then there's an option there that says IP address. Can you see it? Uh huh. So may I have the one IP address, please, like its value? So
21:00
Speaker 1
Correct, yeah. It very nearly, but no, it's 5-5, Yankee 2-0. Uh I I guess it's blue.
22:00
Speaker 2
So, since we're still on this screen, ma'am can you double check again the serial number of this main node? So is it five five W for whiskey, two zero M for Mary, one B for Bravo, C for Charlie, zero one six seven four. That correct. Oh, oh, sorry, Yankee. All right. Thank you so much for that one. So I'm going to set your expectation that the main node has a valid IP address, man. That that means that it is online or working. So can you check again on the main node, check if it's light if it's still showing solid purple or it has gone blue now.
22:00
Speaker 1
do, yes, yeah, yeah, yeah, yeah, yeah, yeah, thank you, that's really kind, uh, and I'll check on upstairs, yeah, the same orange light on the top, they all seem to have the same light.
23:00
Speaker 2
Solide. Correspondent. Uh-huh. And what about the other nodes man, like the child nodes or the extenders? Can you, is it possible to roam around the house and then verify again they're light behaviors? Thank you so much for that one ma'am. I just want to make sure that all of your nodes is working properly now. You're most welcome. [silence] No worries. Just take your time.
23:00
Speaker 1
Okay. Checking for internet. Okay, yep, I've come back. It doesn't show any, just that main one which I went into a minute ago. So the main mode and then two child modes.
24:00
Speaker 2
All right. so on the, sorry, on the network administration tab, can you close or back from the parent node? so [ silence ] Uh-huh. So on the nodes or on the nodes tab, can you tell me how many nodes do you have in total? There like how many nodes appearing on that screen? [ silence ] I see. And how many sorry, how many notes do you have in total again? Did you mention three, ma'am. Three? So three in total. All right. So on the nodes, only the parent one is appearing there. Is that correct? [ silence ] I see. There should be
24:00
Speaker 1
Yeah, yeah. so, I go to network, it's administration, was it and then nodes? No, it's just got that one, A different color light, it's kind of, orange. No, solid. Correct, yes.
25:00
Speaker 2
child node one or two? child node one or two. How about this one? Can you close the node tab or just press on the back icon and then all right and then press again the nodes and then check if the channels nodes are already appearing on that screen. just the parent nodes. However, the child nodes are currently showing solid blue, the same as the parent, correct? lishing? Sorry, was it flashing, ma'am? Solid. Both child nodes, correct? I see. So, and prior calling us. Did you rebooted those nodes, ma'am or child nodes?
25:00
Speaker 1
[silence]
26:00
Speaker 2
I see. Since they are not appearing on the app, so for now, can you unplug the child nodes and then move them closer to the parent? Uh-huh. No, worries, ma'am. And again, ma'am, make sure the child nodes are plugged into power outlets.
26:00
Speaker 1
okay Yeah they're both plugged in. Yeah they're both solid yellowy orange.
27:00
Speaker 2
uh-huh. Thank you so much for that one. And I know the light behaviors on the Channel nodes. Solid yellow orange. All right. So, however, again, uh, for this one, like on the Linksys app, kindly first close or quit the app and then reopened it. And log in using, again, the router password, and then check if the child nodes or these child nodes are already appearing on the [silence]
27:00
Speaker 1
Um... ah...Okay, log out...Go back and root password. All of this one again. O- Okay...Unable to detect a connection to your Wi-Fi. Search your Wi-Fi...Once connected, return here. I don't know why it's saying that because the internet is... My Wi-Fi is working. It's saying you go to... Whatever I want on the internet. If I go back...manage your Wi-Fi... [silence]
28:00
Speaker 2
the apps dashboard. Yes ma'am because we're going to check if the issue has something to do with the Lens app or the nodes itself
28:00
Speaker 1
to log in oh the child node has just started flashing red um yeah basically and it just started flashing red uh on the child node or on the big one press on the parent node they don't seem to have any buttonsinu
29:00
Speaker 2
both of I see that means ma'am that currently they are not connected to the network so for this one uh we might need to reset and readd them back to the network. However, don't worry because I'm going to walk you through it. So for now uh kindly reset each child node. So for reset, just press and hold the reset button and do not release it until you see the solid blue light on the child node, ma'am. Both child nodes, since the parent is not, yes. So no ma'am, on the child nodes, the child nodes flip the child node and then.
29:00
Speaker 1
hey no there is no button on them tp link no their tp link they've just gone back to solid white because they're a different make
30:00
Speaker 2
I would be a reset button, like a tiny button the tiny red button. Ah, I see. Wait Wait are those like child nodes or the wireless range extender, standalone or cell links? Ah. Ah I see. Ah, alright. So. So how are they flashing? Is that correct? No, solid white. Ah so for that one ma'am. Ah that that's the reason why those uh devices are not showing on the Linksys app as nodes since they're not Linksys. Hah Yes ma'am. So for this one, rest assured that your main router is already online and working and I assume that T2MLINK is in your home network.
30:00
Speaker 1
Lovely. And then is it just a matter of me moving around the house and testing my Wi-Fi in different places to check if it works? OK. Let me just have one more. Look at it go. Solid blue.
31:00
Speaker 2
devices are still online as well since you mentioned that they're already showing solid why, however, I'm going to set your expectation that we are not technically trained for those devices, okay? So, I really do apologize, ma'am that you can now unplug these traveling devices and then relocate them to do your assistance location. Thank you. Yes, ma'am. However, regarding with the main router, I mean the main router. As long as light is showing solid blue, rest assured that it is working properly or has an internet connection. And yeah, all right. So again, ma'am, so in the future, if you want to log in into the router to manage your main router, which is router, just use the router's password.
31:00
Speaker 1
OK, lovely. All right. Thank you very much for your help. Mm-hmm. Excellent. Yep. 133. 2 1 6. OK. Lovely. Thank you very much indeed.
32:00
Speaker 2
You're most welcome man. And by the way, before we end our call, I will be providing you a ticket number so that in the future, the next technician can easily pull out your records, okay? So do you have a pen and paper there that you can write this down? Or you can also use your phone if that's more convenient. All right. Are you ready for the ticket number? All right. So, your ticket number is 133216. All right. And again, ma'am, thank you so much for your patience and cooperation. And if you need further assistance in the future, just feel free to give us a call. You're most welcome, ma'am. Again, thank you for calling. [silence] Gefängnis, das wünsche ich dir nicht. Tschüss.
32:00