V2 Rubric Detail — 3c424304-6bef-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:57
Duration
12m 40s
Contact
Sheldon Jeffree
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134051
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Internet Not Working_SPNM60CF

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall60.8% (+4.8)

V2 Grader Summary

The agent performed basic troubleshooting including a factory reset but provided materially incorrect setup guidance for the SPNMX model by recommending the pair button instead of the web UI. Despite identifying the ISP as the likely culprit, the technical inaccuracy and lack of full diagnostics prevent a full resolution. The call ended with appropriate ownership and direction but without empathy or clear timeline, resulting in a partial resolution.

V1 Case Analysis

Customer reports solid red LED on SPNM6x, no internet. Factory reset performed, LED turned blue then red/orange. Incorrect pairing instructions given. No WAN diagnostics. Advised to contact Community Fibre.

Troubleshooting Steps
  • Collected customer name, phone, email, serial, and model.
  • Performed factory reset by holding the reset button until the LED turned off.
  • Attempted setup via the pair button on the main router.
  • Observed LED status changes.
Key Observations
  • Agent failed to perform basic WAN diagnostics (cable check, modem power-cycle) before resetting the router.
  • Provided factually incorrect setup instructions by advising use of the pair button on the main SPNM6x router.
  • Did not confirm whether the router was receiving a WAN signal or attempt to access the web UI at http://myrouter.info.
  • Misinterpreted LED behavior — flashing orange on SPNM6x is not a documented state for the main router in this context.
  • Customer confirmed no internet via Xbox, validating the issue is not isolated to Wi-Fi.
Positive Highlights
  • Collected essential customer and device information (name, phone, email, serial, model) early in the call.
  • Maintained a polite and patient tone throughout the interaction.
  • Correctly identified that a solid red LED indicates a no-internet condition on SPNM6x devices.
  • Recognized that the issue could be on the ISP side and provided a clear next-step recommendation to contact Community Fibre.
Agent Errors / Gaps
  • Did not verify WAN cable connection or modem status prior to factory reset.
  • Incorrectly instructed the customer to press the pair button on the main SPNM6x router to initiate setup — this is not a valid method for a standalone main router (Pair button is for adding child nodes).
  • Misidentified and misinterpreted LED states — flashing orange is not a documented state for SPNM6x main router during setup; solid red indicates no internet, which should have prompted WAN-side troubleshooting.
  • Failed to direct the customer to access http://myrouter.info to check WAN status or perform manual configuration if needed.
  • Did not confirm whether the modem itself was online or test internet directly at the modem.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent performed factory reset and pairing attempt, but issue persisted; correctly advised ISP contact as next step, though full resolution was not achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through factory reset and pair-button method, but skipped critical steps like verifying WAN cable or testing modem directly with a device.
R3 Met Correct resolution path conf 95%
After reset and failed recovery, agent correctly identified ISP as the likely source of failure and directed customer appropriately.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized solid red LED as no internet, initiated reset, but did not ask about WAN connection status or prior ISP notifications before proceeding.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used physical controls (reset and pair buttons) appropriately, but failed to leverage basic diagnostic step: testing internet directly at modem, which was necessary here.
T3 Not Met No misinformation conf 90%
Agent instructed 'press and hold the pair button for one second' on an SPNMX device — but SPN Intelligent Mesh models use web UI (http://192.168.1.1) for setup, not pair button; this is materially incorrect guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected information and gave instructions, but had long silences, no opening frame, and ended abruptly without summarizing outcome.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language and repeated key steps, adapting well to a 15-year-old caller with some confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed troubleshooting, and only concluded after reasonable effort, advising correct next step.
O2 Partially Met Proactive follow-through conf 85%
Agent told customer to contact Community Fibre but did not specify how soon, what to expect, or offer follow-up support.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue correctly identified as ISP-related after troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'no worries' but did not acknowledge customer's frustration, repeated restarts, or age-related vulnerability; minimal empathy shown.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, used short confirmations, and maintained engagement despite technical difficulties and pauses.
X3 Partially Met Overall experience conf 80%
Agent asked for serial and model number, which could have been avoided if pre-registered, but otherwise minimized steps by guiding directly to reset.
Call Transcript22 turns · 24 lines
Speaker 1
All right, so basically my internet is not working, but it, it, um, it's, it's not working since 12:00. Well, it's just got a red light on it. I've tried resetting it multiple times. It's not working. Just a solid red or I don't know if that's red or orange. No, I didn't do a factory reset. I just like restarted it. Sorry, I mean I restarted it. Yeah, yeah, yeah.
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 Vin, and I'll help you today. Is it a flashing or a solid red light? [silence] When you did the factory reset, in what way did you try to do the factory reset as well? [silence] I see. [silence] All right. Thank you so much for that one. [silence] Before anything else, can I also ask, is this your first time calling? [silence]
00:00
Speaker 1
It is it it it might be registered in my mum's name so I need to get my mum to call her this is the United Kingdom line yeah okay do you need to get my mum on the phone cuz I'm only 15 my name is Sheldon Jeffrey no J E F F R E Y yeah That
01:00
Speaker 2
Since this is your first time calling, I'll just have to gather some quick information so that I can create a case in our system. Can I have your first and last name? This is just for documentation purposes. Yes. If you need to go ahead, once again, this is just for documentation. Any information that you provide will not be shared by anybody. All right. What's the last name? Jeffrey. Is it spelled as J E F F R E Y? Thank you so much. Sheldon Jeffrey. What about the email address?
01:00
Speaker 1
[KEEP_UNCERTAIN] I'll be, I think it will be registered to my mom's, which it should be MJCJ, JJ21 at, uh, Outlook or hotmail.com. Uh, let me see. Uh, at hotmail.co.uk. Uh, no, it's MJC, JJ21. Uh, one second. the one I'm currently on right now. Yeah, that should be it.
02:00
Speaker 2
Mm-hmm. Uh, once again, just to verify, was it MJ21? Uh. Uh. Thank you so much. The phone number that you're currently calling is at 0 7 7 5 2 1 0 2 8 9 5. Yes. All right, thank you so much. Can you provide me the serial number of
02:00
Speaker 1
is that on the bottom of it? It is [silence] where the S/S/M? 728, 10. [silence] M2A. F350-56. Yes. Uh, S [silence] [silence] What the number? just the, just the model? SPN M6
03:00
Speaker 2
Yes. Yes, it's at the bottom. Yes, that's the one. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Just to repeat, it was 7 2 E 1 0 M 2 A F 3 5 0 5 6. Thank you so much. And what's the model of the device? The model number? Yes, the model number. Uh-huh. Uh-huh. Uh-huh. [silence]
03:00
Speaker 1
Yeah, yeah. Go community fireball. No. [ silence] Got a message. [ silence] They got. My mom got a message saying that there's a problem in our area. [ silence] But I have multiple people like my friends that live near me that no one else has got a problem and they they sent a message at 12 o'clock. They still not thought it's. What do you mean really? Sorry, sorry.
04:00
Speaker 2
Thank you so much. Do you only have one Linksys device? Lastly, may I know the internet service provider as well? Thank you. All right. So, since the light currently turned to a solid red, just to also clarify, have you already contacted Community Fiber? Okay. Alright. Let's go ahead and try to reset and reconfigure the router, just to make sure that it's just the router that's causing the problem. To perform a complete... uh, the internet line... Uh, the internet line and the router is completely separate. The router is... [silence]
04:00
Speaker 1
Ooh, OK. Sorry, which one is? oh hold. Oh, is this? oh yeah, hold it yeah. Okay, it's gone. Gone blue.
05:00
Speaker 2
Dependent on the internet, if the internet stops working, the router also follows, but there are cases that the internet is just working, but the router stopped working itself. So we'll need to try and factory reset it. So proceed with a factory reset, hold the reset button right underneath the router until the light completely goes out. [silence] Under your Linksys router, there is a reset button underneath. [silence] Go ahead, yes, hold it until the light at the top disappears completely. [silence] All right, let go of the reset button and wait for it to reboot successfully. [silence]
05:00
Speaker 1
flash in blue still so I don't know if this helps, but it was connecting to my phone. Like it was connecting, boy wasn't getting any internet. Okay. And it's still blue. laughter
06:00
Speaker 2
no worries there. that's completely normal. the Wi-Fi is still there. however, the internet is not there. so that's completely normal.
06:00
Speaker 1
Yeah, it's still blinking blue. Or it might be solid, I don't know. I think it should say blue Blue, yeah. okay. one. Right, they go. Done. It's cold. It's gone right. Okay. [silence]
07:00
Speaker 2
If it's now on a solid blue light, you're going to do what we call the pair or the instant set up method. You're just going to press and hold their pair button for one second only. Now, look at the light, what's happening on the light? All right, wait for it to finish flashing white and tell me if it stays on a solid white light. [silence]
08:00
Speaker 1
[silence] The Wi-Fi on my phone just come on. No, the light's still just flashing. One second. No, it's still not. No. It's gone red again. Or orange. It slashing orange. Slashing. It's just gone off now completely. No mind, it slashing again. No, it's solid red now. I have an Ethernet cable connected into my Xbox, if that works. Okay, then you can. Which one is the root? which one's
09:00
Speaker 2
Alright, you can go ahead and test to see if the Wi-Fi seems to work now. All right, wait for the light to finish flashing. Is it solid or flashing? Flashing orange. Solid red. Just to also confirm, do you have a computer or a laptop that you can connect directly to the community fiber line? Mm hmm. Can you test if...? Where is the Xbox connected? Is it to the router or directly to the community fiber? [silence]
10:00
Speaker 1
Community, which one is because there's a there's one called there's one that says community firewall powered by Linksys. Which one is that? Okay. Yeah. It's sorry, but yeah, the ethernet cable is connected into the Tower. Yeah. One second Let me check.
11:00
Speaker 2
Mm hmm. Your Linxis white tower that's your Linxis router. The connection that's connecting uhuh, I'm sorry to your white tower. All right, just try to to see if your Xbox is also working. [silence]
11:00
Speaker 1
Yeah, it's also my Xbox, totally isn't working. Okay. All right. No, that's it. Thank you, thank you for this. Thank you. All right.
12:00
Speaker 2
All right. So in this case, I do have to set your expectations, but you will need to contact community fiber directly, since after we did the reconfiguration, it still turned to a solid red light that already indicates the internet is not working properly. So you will need to contact them this time. All right. Is there anything else? All right. Thank you for calling Linksys. Take care and have a great day as well. Bye by
12:00