V2 Rubric Detail — 34534002-6321-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 10:02
Duration
45m 54s
Contact
Alfie Dennehy Vazquez
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#TE00132541
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Node LED is not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall55.5% (+19.4)

V2 Grader Summary

The agent conducted basic troubleshooting and escalated appropriately after reasonable effort, with full ownership and clear next steps. However, critical technical inaccuracies—especially the incorrect admin password guidance—and omission of key diagnostic steps like factory reset or 5-press pairing prevented resolution and increased customer effort. The escalation was valid, but the path lacked completeness.

V1 Case Analysis

SPNMX56 node (S/N: 10M22E25950) shows no LED or Wi-Fi; wired connection works. Collected customer details, requested logs, attempted admin login with incorrect credentials (admin/admin), no reset performed. Escalated to senior team with callback scheduled within 24-48 hours.

Troubleshooting Steps
  • Collected model, serial, customer name, and email.
  • Requested and received network logs from the customer.
  • Confirmed node firmware version (up-to-date).
  • Guided customer to attempt router admin login via 192.168.1.1 using incorrect default credentials (admin/admin).
  • Asked customer to verify power source (wall outlet vs. power strip).
Key Observations
  • Agent provided incorrect default admin credentials (username: admin, password: admin) at [34:00]–[36:00], which is contradicted by the KB for SPNM-series devices (admin password should be the Wi-Fi password on the label).
  • No reset or power-cycle was attempted on the faulty node, a standard first step for non-responsive wireless hardware.
  • Agent did not verify whether the node’s wireless radio was disabled in the admin UI before escalation.
  • Extended hold time (~7 minutes) without explanation or status updates reduced call efficiency.
  • Agent did not confirm customer’s ability to access the admin UI or clarify credential types (Wi-Fi vs. admin) prior to login attempt.
Positive Highlights
  • Accurately collected full customer details (name, email) for case documentation.
  • Successfully requested and received network logs, enabling downstream analysis.
  • Confirmed firmware was up-to-date, ruling out a known firmware-related issue.
  • Set clear expectations for escalation and callback timeline (24-48 hours), and documented customer’s preferred callback windows.
Agent Errors / Gaps
  • Provided factually incorrect default admin login (username: admin, password: admin) for SPNM-series device, which uses the Wi-Fi password as the admin password — a clear KB violation [34:00–36:00].
  • Failed to perform or recommend a power-cycle or reset of the non-functional node, a fundamental troubleshooting step for hardware unresponsiveness.
  • Did not verify whether the node’s wireless function was disabled in the admin interface before escalation.
  • Did not confirm customer access to admin UI or clarify credential types (Wi-Fi vs. admin) prior to login attempt, risking confusion.
  • Allowed long unexplained hold period (~7 minutes) without status update, contributing to inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without resolving the issue or achieving any outcome like a confirmed workaround, RMA, or valid self-help path. Customer ended with non-functional hardware.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected logs, checked router settings, and tested connectivity, but skipped essential steps like power-cycling the node, trying a factory reset, or using 5-press pairing per KB guidance for SPNMX42 family.
R3 Met Correct resolution path conf 95%
Agent pursued troubleshooting appropriate to the situation and escalated only after reasonable L1 effort, without dismissing due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (no LED, wireless failure) and gathered device/ISP details, but did not systematically isolate root cause (e.g., hardware vs. configuration) before escalation.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used network logs and attempted remote access via 192.168.1.1, but failed to use required tools like factory reset or 5-press method documented for node pairing issues on SPNMX models.
T3 Not Met No misinformation conf 95%
Agent incorrectly told customer to use 'admin' as both username and password, contradicting SPNMX42 documentation: default admin is 'admin' only before internet; after provisioning, it becomes the Wi-Fi password.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and placed a hold, but had frequent long silences, unclear transitions, and no initial framing of process or expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent gave instructions but used inconsistent password guidance and did not confirm understanding when customer struggled with login steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, captured all necessary data, and escalated only after personal effort.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: escalation to senior team, callback within 24–48 hours, and documented preferred callback time.
O3 Met Closure confirmation conf 95%
Agent collected model, serial, ISP, email, and callback info upfront, ensuring full handoff context for the next team.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation followed legitimate triggers: unresolved hardware-like symptom after basic troubleshooting, and need for deeper diagnostics.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation reason, team involved, expected timeline, and captured callback preferences properly.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked customer for patience but did not acknowledge frustration or inconvenience of a dead node; empathy was minimal and transactional.
X2 Partially Met Tone & rapport conf 85%
Agent maintained pace but did not adapt when customer had trouble with IP entry and password login, missing cues for confusion.
X3 Not Met Overall experience conf 90%
Customer had to resend logs multiple times and struggled with password entry due to incorrect guidance, creating unnecessary repetition and effort.
Call Transcript66 turns · 73 lines
Speaker 1
Hello? Hi, um, I'm just calling about one of our like nodes on our network. Um, we have four set up in our house and one of them, the, like, I guess the power works because through the ethernet, we're getting connection, but devices aren't able to connect wirelessly and the light doesn't turn on. And we're wondering what to do about that. [silence] Um, I haven't called before. No, this has just happened.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Yes, hello, this is George from Linksys. I can help you. [silence] Have you called Linksys before regarding this issue? [silence]
00:00
Speaker 1
let me get that real quick sorry one sec um it is sp n m mx five six um one sec the serial number um oh here uh five nine n for november
01:00
Speaker 2
model number of the device? Okay. [silence] what about the serial number?
01:00
Speaker 1
1, 0 M two 2 E 2 5 9 5 0. uh community fiber. Yes. Um, 4. Um, Hope that helps, Danny.
02:00
Speaker 2
Okay. And how about your, um, who is your internet service provider? Okay, so this device is, uh, for me Community Fiber. Okay. How many nodes do you have in total? Four. All right. Sir, can you provide me your full name and your email address for documentation purposes?
02:00
Speaker 1
Heh, Vasquez, um, A, L, F, yeah, a L F I E, a And then the last name is Denah E, D E N A, E H Y, Vasquez is V A Z Q U E Z. Um, so that is Alfie again, um, so, Alfie Dot, B E N V A Z at gmail dot com. Yes. Yeah. [silence] [silence] [silence]
03:00
Speaker 2
can you spell that out V-A did you know what your email Elliot Bachman Gmail at Gmail.co By the way, click on.
03:00
Speaker 1
Yes, it is plugged in. It's not showing any light, um, and there's no connections to it that I can see on the app. But we do have it connected to the main node on an ethernet, and then another ethernet connecting it to a computer, and that computer gets, um, connection. It's just the wireless and the light that seems to be out.
04:00
Speaker 2
Ok so right now , sir, the node is plugged in but it s not uh showing any light indicator , correct ?
04:00
Speaker 1
Yes.
05:00
Speaker 2
All right. Um, so the computer is a desktop computer wired directly to the, the modem. Okay? Can you go to the, um, is this computer capable of wireless connection as well? Yes. The one that's plugged in, is it capable of wireless connection as well? Uh-huh. Okay. So, the computer works on Lee.
05:00
Speaker 1
Yes, yeah, uh, I should do, yes, um, it should be under the same email that I gave you, yes, I do, uh, yeah? yeah,
06:00
Speaker 2
Do you have an access of the Linksys account here?
06:00
Speaker 1
I have a button that says, send network logs. multiple times. Uh, sure. Um, I just sent it once. I can do it again. Yeah. Um, that went through again. We can try one more. [silence]
07:00
Speaker 2
send the network logs see multiple times yeah okay okay send it again Okay. Yeah. Start one more time.
07:00
Speaker 1
I've sent it a few, well I sent it a third time but then I tried again and it didn't work. I can try again. Okay, that's sent through again. Do you need more or? Yeah. [silence]
09:00
Speaker 2
a visitor time. Well then, sir. Let's wait for that to come up, sir. Here we are.
09:00
Speaker 1
So, I mean, the main node is, and then, uh, yeah, then another one that is connected wired is the one. Yeah. Correct. [silence]
10:00
Speaker 2
I'll just let you know later. But for now, sir, oh, yeah, it's here. So now, sir, can you please um, oh, okay. Alright, so as per checking here on the log, sir, it shows here that there is one node that is connected wired. So, how many nodes connecting wired, sir? Is it only one the one that is not showing light indicator? Okay, and the rest of the child nodes zero? And the rest of the child nodes zero are wireless, correct? Okay. Alright, hold on. Okay, I will also try to get into your router settings, sir.
10:00
Speaker 1
Okay. Sure. I've got it here. It's 017602. [silence]
11:00
Speaker 2
Okay, just to verify, here is this node the bedroom node? Okay. Well, yeah, it is actually showing online. and it's part, it's on the device list. Um, okay. Alright, just excuse me a moment, too. Um, when you take a picture of the node right now, Sir. So, it's plugged in to the power, Sir, right?
12:00
Speaker 1
Okay. Short. Okay. [silence]
13:00
Speaker 2
okay, hold on. sir. OK. just keep it for now. I'll just check some settings on the router, sir. let me I will let you know, sir, if there are any things that I can uh that are um if there is a need to change any settings on the router, don't worry. I'll just check for now. So, um I said, check the firmware version, sir, of the node. well, it shows here that it's already up to date.
13:00
Speaker 1
[silence] All right. Um, it's on an extension. Should I? Uh, I can try.
14:00
Speaker 2
So there's no need to worry about the firmware. Is it connected directly to a wall outlet by the way? Or on a power strip extension? Have you tried have you tried to connect it directly to a wall outlet here? To make sure? Okay. Okay. Let's try that.
14:00
Speaker 1
It might make a different node go offline, but [silence] um yeah, it's still not [silence] the light isn't turning on. I don't know. Usually, yes, I, it's not on right now, but I can check it if you need to. Sure, just give me one sec. Um, yeah, so when we're down here, it doesn't connect to that node. Um, uh, mine, usually
15:00
Speaker 2
uh but the computer is connected and it has a internet right um yes please uh and um most of the devices on the uh on the bedroom is not connecting to that node
16:00
Speaker 1
like mine connect to the hall one because it's close enough, but then the other two rooms don't get connection. Yeah, it seems to be connected. [silence] Uh, yeah, I'm here.
17:00
Speaker 2
can you go to the isn't that thing sir
18:00
Speaker 1
I'm not seeing anything that says property. I'm, I'm in Ethernet. It just has like a network profile type.
19:00
Speaker 2
Okay. All right. Under Ethernet settings, can you click on the properties? Click on Ethernet icon. The network stays network connected like that. Okay, yes. Under diagram and details or properties, if you click on,
19:00
Speaker 1
Oh, okay. I'm not getting any. I've got IPV addresses listed here. IPV4 is 192.168.196.
20:00
Speaker 2
and you right click on it steer or the information icon do you know where to look for IPV4 addresser Okay what's IPV4 adresser Okay All right so it means Sir that your computer is able to
20:00
Speaker 1
short? okay. all right, cool. thank you.
21:00
Speaker 2
um get a, uh ip from the child node. uh sir, i will just, um put a call on hold here for uh 3 to 5 minutes for me to discuss this with my team and um look for the best solution that we can to put in, okay? [silence] All right, thank you, sir, and please stay on the line.
21:00
Speaker 1
Hello. Okay. Yep. That's all good. Um, uh, all right. The new PIN is uh, 1, 4, 3, 7, 3, 1.[silence] Um, not currently, but I can go back. I'm sorry, sure. Uh, so I'm here now.
27:00
Speaker 2
I just want to um are you near the child node right now? Okay can you try to go back to the child node sir and let us just confirm sir if there if there isn't really nodes that are in devices that's connecting to the child node wirelessly. Okay can you try to disconnect from the Wi-Fi sir and reconnect again.
28:00
Speaker 1
I am. Yeah. Yeah, I have data so it should be fine. Okay. Yeah. Yeah, I've connected again. I don't know which node. Uh, yeah.
29:00
Speaker 2
You're on Wi-Fi calling, are you? [silence]ixture of Wi-Fi calling? If, if you're going to turn off the Wi-Fi, we'll be disconnected. [silence] Okay. [silence] Can you try to turn off the Wi-Fi and turn it on again? Okay. [silence] Okay. Um, go to the device lister. Devices
29:00
Speaker 1
uh, yeah, I'm there. It looks like, uh, yeah, it says it's connected to the hall one. Um, the only device that's showing connected to the internet is the, sorry, to the bedroom one is the the desktop with the wired connection. Yeah. Sure. Um, just
30:00
Speaker 2
Okay. Any devices, sir. You look for your. I mean, look for your phone. Look for your phone, sir. And then click on it. It will show you where it's connected. Okay, um how about this one's your in your computer or a desktop computer. Um you open up a browser.
30:00
Speaker 1
just one second. Um, yeah, I've got a browser. Um, okay.
31:00
Speaker 2
you okay? all right. on the browser, please type in there [silence] 192.168.1.1
31:00
Speaker 1
oh sorry wait the keyboard was on the wrong layout could you read that again please sorry six eight yeah eight yeah Yeah. Yeah. . ihCG IS this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
32:00
Speaker 2
Okay. You have to type it in on the address parser. That's the long bar at the top of the screen. Okay. Try to do it again, sir. https colon slash slash then 192.168.1.1.
33:00
Speaker 1
lost you let me try that now it's going through but it is giving me a privacy error as though your connection is not private yeah now it's giving me a sign in I can pull it up yeah
34:00
Speaker 2
what does it ? say okay scroll all the way down and bypass the error there's option to click advanced or continue okay so the username sir is admin and then password is your router password you know your router password [silence]
34:00
Speaker 1
Um, it doesn't seem to be working. It was admin, yeah? Yeah.
35:00
Speaker 2
The username is admin and the password admin all lowercase the username and then the password is your router password.
35:00
Speaker 1
it's not working so is the router password like the Wi-Fi password or is a different one oh all right right yeah that didn't work um
36:00
Speaker 2
it's different sir try admin sir because by default sir the router password is admin [silence]
36:00
Speaker 1
I think I have one saved here. Let me, let me try this one. Sorry, just one sec. [mumbling] Okay,
37:00
Speaker 2
Okay, now you are on the page where you can see the logs, right? There are there okay, all right, now, sir, I want you to copy all the like the characters, the information that you see on the logs. You can copy that and you reply that directly to the email that I sent to you. You paste it on the email. Yep. You reply to the email, sir, that I sent to you and then send it to us. Yes, all of it, sir. What you see on the screen, you copy and paste it on an email. [silence] Transcribe this audio from the left channel, output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: "[silence]"
38:00
Speaker 1
I will do that. Just a second. Uh, okay. Uh, the text is all showing up white. Should I change it to black or should I just send it? Yeah. All right. That should be good. Uh, I've just sent that over. Um, yeah, I've got a laptop. Uh, yeah, one second.
39:00
Speaker 2
yes, sir, make sure that it is visible. Okay and, so we just wanted to verify, do you have any other devices we can try to test, sir? we can try to use in testing sir. Okay. Can you bring your laptop right next to the node, sir? and then connect it to the Wi-Fi? Thank you, sir. [silence]
40:00
Speaker 1
OK. I'm just powering it on. [silence] OK.
41:00
Speaker 2
if it's already connected to the Wi-Fi, make sure you disconnect and reconnect again
41:00
Speaker 1
it just reconnected it. Let me check the devices. Um. No, it connected to the hall one again.
42:00
Speaker 2
they connected to the home okay. all right. um,
42:00
Speaker 1
Okay. Okay. Okay. Yeah.
43:00
Speaker 2
Well, if that's the case, sir, I guess the 12 node is not, I mean, the wireless, um, the wireless function of the child node is not working well. Um, that case, sir, I would like to like inform you because, um, we've done all the basic troubleshooting that we could and my that I can assist you with on my end. So I'm going to escalate this case, sir, to our, um, advance, I mean, to our dedicated team, a senior submission so that they can, um, check on this and further, um, investigate this, um, issue. Okay? Is that okay? All right. All right. And then the call back sir will be within 24 to 48 hours. Okay? Uh, I mean,
43:00
Speaker 1
Okay. Okay. Okay. I mean, this phone number would be the best one. Um Until when are you able to call because I'm working the next, Actually, uh Yeah, if it's Wednesday any Sorry? Um If it's Wednesday, any time is okay. Just tomorrow I'm working
44:00
Speaker 2
Yeah, one to two business days. So, I will just cue this case to them, and they will check on this, and then they will call you back. You could provide me your best callback number, sir, and best callback time so that we can prepare the technician to call you on your preferred time. Okay. I will update you. [silence] Go ahead, sir. No, no, no. Go ahead.
44:00
Speaker 1
I'm gonna be working until 5, so I won't be home until like 5:30. On Wednesday, I'm available all day. Tomorrow on Tuesday, I'm only available after 5:30. All right. Cool. Yeah. No, that's it. Yeah, you too. Thank you so much. Thank you. Bye. Bye. [silence]
45:00
Speaker 2
Okay, so on Wednesday, you will be available any time of the day. Okay. Okay. All right, I will take note of that. Sorry. Okay? Okay. Don't worry. You just keep your line open. Do you have any other question for me or, for anything that you want me to note? Okay. Okay. All right. Well, that's the case here. Will not take so much of your time. Thank you for your patience and cooperation and um, I hope you have a wonderful day. All right. You're welcome, sir. And thank you for your time. Bye bye for now.
45:00