V2 Rubric Detail — 38de33c2-7c88-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:53
Duration
17m 27s
Contact
Dakran powres
Issue Type
Bridge Mode / Admin Access
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136728
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX55GC_Wants to change the NAT settings
⚠ 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

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall53.8% (-6.2)

V2 Grader Summary

The agent restored internet via factory reset but failed to follow documented non-destructive recovery (recovery key) for bridge-mode lockout on SPNM60/62, causing unnecessary data loss. Technical inaccuracies were presented, including false Wi-Fi login requirement and unsupported 'infrastructure mode' claims. While ownership and follow-through were strong, resolution quality was undermined by skipped troubleshooting and misinformation.

V1 Case Analysis

Customer unable to access router after enabling Bridge Mode. Performed factory reset, restored default settings, internet connectivity restored.

Troubleshooting Steps
  • Confirmed Wi-Fi connection and suggested forgetting/re-adding the network
  • Instructed on factory reset procedure (hold reset button until light off, release on solid blue)
  • Verified default Wi-Fi SSID and password after reset
  • Tested internet connectivity via web browsing
Key Observations
  • Agent did not ask for or record the device model number, only the serial number (55V10M27F07187) at [02:00].
  • Agent introduced irrelevant and incorrect technical concept of 'infrastructure mode' at [02:00], which is not a valid configuration mode for Linksys routers.
  • Three-minute hold at [05:00] to 'pull up sources' was inefficient given the straightforward nature of the issue.
  • Agent did not explain that factory reset exits Bridge Mode — this was implied but not stated.
  • Customer was able to confirm internet access post-reset, validating resolution.
Positive Highlights
  • Successfully guided customer through correct factory reset procedure (hold reset until light off, release on solid blue) at [11:00]-[12:00].
  • Confirmed post-reset Wi-Fi connectivity using default SSID and password.
  • Verified internet functionality by having customer test web access.
  • Collected customer name and email for case documentation at [13:00].
  • Maintained polite and patient tone throughout the call.
Agent Errors / Gaps
  • Missing collection of product model number (protocol gap).
  • Provided factually incorrect technical information: 'infrastructure mode' is not a setting on Linksys routers and does not apply to this scenario (accuracy failure).
  • Did not explicitly confirm that a factory reset would exit Bridge Mode, leaving the customer uncertain about the outcome.
  • Inefficient use of hold time (3 minutes) for a common issue with documented resolution path.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet was working again after the factory reset.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting like verifying bridge-mode URL or using recovery key before resetting.
R3 Partially Met Correct resolution path conf 85%
Factory reset was a valid last resort, but non-destructive options (recovery key) were available per KB and not attempted.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (cannot log in after bridge mode) but did not gather model, serial, or bridge-mode URL details.
T2 Not Met Appropriate tools / resources used conf 90%
Recovery key method was clearly required per KB to avoid data loss; agent skipped it and defaulted to reset.
T3 Not Met No misinformation conf 95%
Agent claimed login impossible without Wi-Fi, which is inaccurate; also used unsupported 'infrastructure mode' jargon.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic control but failed to set expectations and had unexplained silences.
C2 Partially Met Confirmed understanding conf 70%
Agent used polite tone but introduced confusing, incorrect technical concepts not suited to customer level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, performed reset themselves, and did not transfer.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps (reset, wait 2-3 min, provide name/email) and realistic timeline.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted after resolution.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for hold, thanked customer for patience, and remained courteous.
X2 Partially Met Tone & rapport conf 75%
Agent attempted to adapt but used complex, inaccurate terminology that likely hindered understanding.
X3 Partially Met Overall experience conf 80%
Agent avoided some repetition but failed to leverage recovery key, forcing avoidable reconfiguration.
Call Transcript26 turns · 28 lines
Speaker 1
Have we got any order details? Because I've pretty been change the net uh mode for the PlayStation five through the um Linksys app, but we put it into bridge mode and we can't log in to get out of bridge mode, is there something you can help out with? Uh sorry. So so the the router then um, we changed the setting to bridge mode.
00:00
Speaker 2
Alright so the main node is on the bridge mode is that correct? The main note is it on the bridge mode? What did you mean earlier sir that it's on the bridge mode? Which one is on the bridge mode? [silence]
00:00
Speaker 1
mode and we can't log back into the app to get it out bridge mode. Yeah, it's disconnected. I mean, it won't let me connect to it. What, turn off the Wi-Fi on the wall or turn it off on my phone? Okay. Probably a linksys, but no.
01:00
Speaker 2
did you double check sir if you are still connected to the Wi-Fi? all right, try to turn off and on the Wi-Fi and connect to the network again sir or connect to the Wi-Fi. um in your phone. all right, so still you are not connected to the Wi-Fi? Yes, you will not be uh cannot login to the Apcirl as long as you are not connected to the Wi-Fi sir, but let's double check it here.
01:00
Speaker 1
say that again, sorry. Oh, no. That serial number is five, five Victor, one, zero, Mike, two, seven, Foxtrot, zero, seven, one, eight, seven. It's Kiko Capio. Um, when I tried to connect,
02:00
Speaker 2
No, um, unfortunately, it will not give any error message, try to connect to the Wi-Fi anyway, like the password seems to be correct as well. So I'm wondering if there is anything actually wrong with the router. I can bet the data, I can show one more thing. Infrastructure mode references which is a common configuration affecting Wi-Fi router and access points. Choosing the infrastructure mode means your L in sis router will be part of a larger strata administrative mode so simply put, which in bar 1, micro 4, if for calibration, do ignore that short port are closed in right now, eh, I support.
02:00
Speaker 1
It just says unable to connect, connection failure. It doesn't give me an error code or anything like that. Yeah. Okay. Let's see. Yeah. Okay.
03:00
Speaker 2
Okay. Okay. And you still remember your Wi-Fi password, right? Try to forget the network, sir. Try to forget the network or delete network and connect the to the network again.
03:00
Speaker 1
[DOWNWEIGHT] It gave me two different. Um, like things to select the one. It let me forget the other one that didn't. And it just wants me to connect to the other one. It's just gig sheet clear underscore 7 alpha 6. 0. Uh, I've managed to forget that one. Are there a both
04:00
Speaker 2
What's the Wi-Fi name showing? All right. And the other one? You mentioned AirTune Arbe. I see.
04:00
Speaker 1
Sorry, carry on. I want let me connect to it though it just says um available via linksys but then when I click on it, it doesn't do anything. It just says unable to connect. Yeah, that's fine. Yeah, no worries.
05:00
Speaker 2
so yes can be yes sir can you connect to the Giga sphere 7 uh 7a 60 Unable to connect okay one moment here is it okay sir if i put this on hold for about three to five minutes i just need to pull up some sources here will that be okay all right thank you so much for staying on the line i'll be right back [silence]
05:00
Speaker 1
a pin that you can log into remotely and then change it for me not yet then I'm sorry for this all good well oh yeah that's it Definitely. a little slick. Let's go out. take notes. I'm definitely gonna forget about them, buddy. I don't know that I will stop. [silence]
06:00
Speaker 2
Hello, sir. Hello. Yeah, thank you so much for being patiently waiting on the line, sir, and we apologize for the long hold. So here's the thing, sir. What we can do here is we will reset this router. But once we reset this one, sir, it will go back to its default settings.
10:00
Speaker 1
Uh, yes, okay, that's fine for now. That's fine. We just want the internet working again now. That's all. Yeah. Okay. That's perfect. Okay. Until it turns off or turns red. and tzel. Oh, it is. Okay.
11:00
Speaker 2
And then with regards to the not issue, um, only the your internet service provider have a workaround with regards to this one. So you need to connect your internet service provider Sir. for the not issue. Uh-huh. Yes, because you already set up, uh, this router to bridge mode but you were kicked out to the internet. So, yes, we will reset this one again. Try to press and hold Sir or yeah. So press and hold Sir the reset button of this router or the main node until the light went off. And release once the blue light is showing. It turns off Sir. Uh-huh.
11:00
Speaker 1
Just till it turns off, or when it turns blue? Okay, perfect. It's just going solid blue. Yeah, I've done that. Yeah, okay, perfect. [silence]
12:00
Speaker 2
it should be turned off, then it goes back to solid blue, then you will release the reset button. All right. Release? All right. And that's wait for about two to three minutes. And while waiting, please provide your user's first and last name and also your email address for me to create a record if it's available.
12:00
Speaker 1
I'm actually ringing on behalf of my cousin but I can pass you over to him now to give you those details hell yeah yeah first name Declan D-E-C-L-A-N last pohles P-O-W-L-E-S at gmail.com Declined Paul s for at gmail.com
13:00
Speaker 2
Yes, hello. Can you provide your first and last name, sir, and also your email address for me to create a record? All right. How about the last name? Got it. How about the email address? Got it. Thank you so much. All right. Okay, thank you so much for letting me create that correct record.
13:00
Speaker 1
uh, it's purple. Yeah. Yeah, no, no problem. Four, five. Okay, it's gone to a bright white light. Uh, it [silence] sounds like the order is kind of getting there. just gig clear. Yeah. that no I don't think so. Well, we change the password earlier on, but not when it was set up slowly fading in and out right. Oh, it's just stopped turned off. Uh, now it's gone blue.
14:00
Speaker 2
All right, so the, uh, default Wifi name is showing GigaClear already. All right. And when you set it up before, did you change your Wifi name and password? I see. Okay. And what's the light status now? Is it still blinking? Um, [silence] it's blinking. So, so when you had it with the default name and stuff, did you have a signal going? 'cause, um, since it says, uh, local connection only, what's its browser, is your browser up for at that point? Um, um, yeah. [silence] Let's check the status in our cable modeling. and um you gave him the passcode 7 to 8 37. [silence]
15:00
Speaker 1
uh, yeah, we've we've got it to like, uh, connected now. yeah. did you do what, sorry? like, yeah, it's working.
16:00
Speaker 2
I see, guys. Just kindly connect your phone again to the Wi-Fi and use the default password. It's printed on the label. It's under the router. So you are now connected back. All right. So since you already connected and you try to access any website and application, and let's see if your internet is working. Um, open any website or like any application like a You YouTube, and let's check if the internet is working. All right. So since it's already working, sir, then you're good to go since you have internet connection already. So with regards to the natural contact your internet service [silence]
16:00
Speaker 1
Okay, so yeah, it's um yeah, okay, that's fine. We'll uh get in touch with gigaclear. No, that's it. Thank you very much. Thank you. Bye-bye. [silence]
17:00
Speaker 2
the gigapill. All right. Is there anything else I could assist with other than this? All right. Thank you so much and have a good one, sir. Bye for now.
17:00