V2 Rubric Detail — 3c5d0556-8079-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 18:16
Duration
14m 52s
Contact
843-991-4607
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00137307
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_WHW03
⚠ 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
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.5% (+10.5)

V2 Grader Summary

The agent stabilized the node LEDs but failed to resolve the 'no network' issue on the TV. Technical accuracy was Not Met due to providing the '5-press' pairing method, which is explicitly invalid for SPNM/LN series according to the Mesh Rebuild guide. No diagnostic tools were used to verify the connection.

V1 Case Analysis

Customer reported child node flashing red and TV showing 'connected but no network'. Agent provided incorrect LED guidance and invalid 5-press reset instructions. No model/serial collected. Issue not resolved.

Troubleshooting Steps
  • Advised to wait for node to turn solid green (incorrect LED guidance)
  • Instructed to reset the node using the 5-press method (invalid for SPNM/LN-series)
  • Told to unplug/replug nodes
Key Observations
  • No model, serial number, or warranty information was collected — a critical protocol failure
  • Agent provided factually incorrect LED guidance: 'solid green' is not a normal operational state for any Linksys mesh node
  • Agent incorrectly advised using the 5-press reset method on a model family (SPNM/LN) that uses a dedicated Pair button — this is a material accuracy failure per KB documentation
  • Call ended without confirming resolution of the issue or offering a valid next step
Positive Highlights
  • Agent remained patient and allowed the customer time to perform steps
  • Agent attempted to guide the customer through LED state changes before acting
Agent Errors / Gaps
  • Failed to ask for or record product model/serial number — a critical protocol miss
  • Provided factually incorrect LED guidance: 'solid green' is not a normal operational state for any Linksys mesh node
  • Advised using the 5-press reset method on a model family (SPNM/LN) that does not support it — this is a material accuracy failure
  • Did not verify that the parent router had an active internet connection before troubleshooting the child node
  • Did not confirm resolution of the issue before ending the call

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirms both nodes are solid green and the dashboard no longer shows errors, but TV reports 'connected, no network' — partial progress made but internet connectivity not fully resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guides customer through LED observation, node reboots, and pairing steps, advancing the case, but does not verify WAN connection or check ISP equipment — key troubleshooting steps skipped.
R3 Partially Met Correct resolution path conf 85%
Agent attempts a resolution path (node reset and re-pairing), appropriate for mesh issues, but does not assess product status or consider whether best-effort support applies — path reasonable but not fully contextualized.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies symptoms (red/flashing child node, TV 'no network') and responds with targeted actions, but does not ask about modem status, cable integrity, or prior changes — root cause not fully investigated.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools: agent does not suggest checking the admin dashboard, app status, or logs; relies solely on customer-reported LED colors and app messages — missed opportunity for accurate diagnosis.
T3 Not Met No misinformation conf 95%
Agent instructs 'press the reset button five times' — this 5-press method is invalid for SPNM/LN series (uses Pair button) per universal_mesh_full_rebuild.md; also incorrectly implies router password is always the app login, contradicting universal_password_login.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent uses prompts like 'Next' and 'Okay' to move the call forward but fails to set expectations, summarize, or regain control when the customer becomes confused — guidance is present but inconsistent.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple language and reassures the customer ('take your time'), but does not confirm understanding or adapt to confusion when TV fails to connect — some adaptation, but not sustained.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, provides continuous support, and does not transfer or abandon — clear ownership demonstrated.
O2 Partially Met Proactive follow-through conf 85%
Agent gives next steps (reset node, wait for solid green), but no timeline or follow-up commitment; customer left without confirmation of full functionality.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable — this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted — issue remained within L1 scope despite complications.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expresses gratitude and patience ('thank you for your patience'), showing basic empathy, but does not acknowledge the customer's physical limitations or frustration specifically.
X2 Partially Met Tone & rapport conf 80%
Agent matches the customer’s pace during setup, allows time for actions, and responds to confusion with reassurance — tone is generally supportive, though explanations could be clearer.
X3 Not Met Overall experience conf 90%
Customer performs multiple manual steps (unplug, replug, reset) without agent using remote tools or simplifying process — effort not reduced despite available best practices.
Call Transcript22 turns · 25 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] [silence] [silence] Hello, sir? [silence] Your router password, sir, is your login whenever you are going to login in the app.
00:00
Speaker 2
I'm a call assistant recording this call. Hi. Hi. Yep, I, I'm good. Thanks for waiting. I'm here. CREATE GREAT ROUTER PASSWORD? Okay. Uh, I'm just going to use s. Okay. And configuring your Wi-Fi network, etc.
00:00
Speaker 1
What phone are you using, sir? Are you using iOS or Android?
01:00
Speaker 2
This could take up to a minute. So it just says it's configuring. We're almost there. Okay, so now one nodes flashing blue.
01:00
Speaker 1
and you and you can go to your settings and connect to the Wi-Fi name you've created. Okay, go back to the app. [silence]
02:00
Speaker 2
Now that my thing is created. Now let's connect to your new Wi-Fi, step, password, uh, let me screenshot that so I don't forget it. I haven't wrote anything down. Okay. Once connected, next. Now, looks like you're not connected. To your new. Okay. Settings. There it is. says it's connecting, connecting, connected. It says it's connected. Back to the app. Okay, I'm back to the app.
02:00
Speaker 1
Next. Hit next. That's not a problem. Sure. The child node is red. Okay. Uh, just continue checking the app. Okay, Next. Uh, just hit next. [silence]
03:00
Speaker 2
and, um, fact that it's like a connecting says next, next. Okay, thank you for being patient with me. Uh, it says, it says looking for your child notes and it could take a minute. So I've got well, just the parent is green and the other one is red at the moment. Yeah, ththe chwell now it's flashing red. Okay, now it's saying your network router, it's saying lky. then it's saying next. Should I hit next yet or should I wait? Help us help you. And sure, next. Anastasia is ready. All right.
03:00
Speaker 1
Okay. Does it have other things to enter? Next? Or finish the setup? I'll try to go to the dashboard. Just flashing red. Okay, let's just wait for that child node.
04:00
Speaker 2
it said it it's ready. I still like said it says go to dash it says go to the dashboard okay. uh oh i'm burning up the outer setting. it says I am online and it says I have two nodes but one of them is still flashing red. Yeah. Yeah. when I click on that, it's just saying router then says no planets router and then Linksy something offline
04:00
Speaker 1
Just Wait for it to turn solid green. Okay, perfect. That's good. They're both solid already? Okay. Before... that's good. The node is trying to reconfigure what the parent node has as of the moment. That's why the child node is still blinking earlier. Now before we turn on your last node Sir, I wanna make sure that you do have already an internet. Can you try first.
05:00
Speaker 2
but it says, that's online because the Wi-Fi's up. Okay, the, the child node is now green. They're both green, both, well, now it looks like it's, it's flashing green. It was solid green and now it's, it's green. The child node is green and the parent node is green. I'm both, both solid green and when I go to the dashboard, it's not showing an error anymore.
05:00
Speaker 1
if you do have other devices, then you can try to connect it. So we can try to check if you have internet. [silence]
06:00
Speaker 2
Let me see here. I just want to make sure my phone's still here. It connects, cycling. That's not going to do it. I've got to go – I mean, if I do it on my phone, the problem is it's going to switch over to my phone and not stay on, you know what I mean? It's not going to stay on. I mean, let me – I have a – hang on. Oh, Lord. I don't have anything else on. I'm up in the. [silence] [KEEP_UNCERTAIN] room upstairs, and I don't have I don't know if I can do it on this TV. I have a TV up here that's supposed to be connected. Let me see if it's coming up on it. Oh, my God. Oh my God. Oh Oh Oh Oh Oh Oh I have it. I'm looking at the TV. It's got a fire stick. It should be if I Well, where am I and doing it? Let's see if it connects to the fire stick, then that means if I or I can connect it to the fire stick. what does it says let's see I need to go to settings and when we go to settings Settings settings Network And is Vino available.
06:00
Speaker 1
It's okay. Sir, just take your time. Not problem.
09:00
Speaker 2
didn't like my password. I know I put it in right. I'm going to do it one more time but I know I did it right. I'm looking at it. make sure I did a screenshot just to be sure. yeah, that's exactly what it was. all right. It's not the connection. [silence] Hi, how are you? All right, the network.
10:00
Speaker 1
Mm-hmm. no internet it shows. If you're using a TV, sir, can you try to open a streaming platform? [silence]
12:00
Speaker 2
Okay, it's saying that I am connected. But it's saying, there's no network. So, my TV is finding it, but it's saying there's no network. I mean, it's, I mean, I'm logged in to Anastasia, and it's there, and it's showing the bars from the Wi-Fi. But it's saying I have no network. And if I go home, well, I don't know, let me see. Let me see if it'll let me log into something. I mean, it's showing zero, but that's what I'm, I mean, I just clicked on one, and the first,
12:00
Speaker 1
Mm-hmm. So you have an internet. Okay. All right. Now, for the last child node that you have there, you can now unplug this child node, the first child node that shows green, and then you can plug it back in the third node. Yes. Yes. Okay. Okay. Okay. All right. So the same the same processor, if your son wanted to add the child node, you just put the child node three feet from the parent node,
13:00
Speaker 2
one 1 there and it it showing me an ad so it's on. I did it. it's so we're connected. we do. Ok. so unplug the one and then plug the other one in and then I can put them all where I need them. once it connects. Ok, all right. I think I can figure that out. for the moment, if I got two nodes, I'll be happy. I I figure I'll I I'll get my son to come Help me. I just, I can't bend over anymore to pick these things up off the floor. I'm
13:00
Speaker 1
let him reset the child node, and then wait for it to turn red or pink, purple or magenta. And then you go back to the peer parent node, press the press the reset button five times. Not too fast. It will turn solid green. All right. Okay. Anything else? You're welcome. All right. So, thank you so much for your patience, sir, and I hope you get well moving forward, you recover and you have a nice day. Bye bye for now. All right. Bye bye.
14:00
Speaker 2
Okay. Okay. All righty. Thank you so very much. Thank you. No, thank you. Bye now. No. Me too. Thank you. Bye now.
14:00