V2 Rubric Detail — 431615d0-7ac1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 11:36
Duration
25m 43s
Contact
Billy Barns
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00136324
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: SPNMX42BF_Adding a child node

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.1% (-14.9)

V2 Grader Summary

The agent successfully reset the router admin password, guided the customer through pairing the booster node, and confirmed the node was solid blue, indicating a working network. Although the agent skipped some initial troubleshooting steps and used technically inaccurate guidance (app usage and LED color), the core issue was resolved and the customer achieved full functionality. The call was well-controlled, clear next steps were provided, and the agent demonstrated ownership and professionalism throughout.

V1 Case Analysis

Assisted Billy Barnes with forgotten router admin password and SPN MX42 booster node setup. Reset root password via Linksys app, added node successfully, confirmed solid blue status and -26 dBm signal strength. Customer confirmed app login with new password. Case closed with ticket LTS00136324.

Troubleshooting Steps
  • Collected customer information and device identifiers.
  • Reset router admin (root) password via the Linksys app, enforcing password complexity.
  • Guided placement of booster next to main router and waited for proper LED status (solid purple to solid blue).
  • Added the booster as a child node through the Linksys app.
  • Verified node status and signal strength (-26 dBm) in the app.
Key Observations
  • Agent correctly used the 'Reset Password' option in the app using the recovery key concept, aligning with KB guidance for SPN series (linksys_now_login_admin.md).
  • Accurate password complexity requirements were enforced (8+ chars, uppercase, numbers, special characters), matching KB standards.
  • Clear, step-by-step guidance for node addition; LED status and signal strength were verified, confirming a successful mesh integration.
  • Provided ticket number and closed the interaction professionally, ensuring operational closure.
Positive Highlights
  • Successfully diagnosed and resolved the core login issue using the correct 'root password' reset path, which is the proper method when the cloud account is inaccessible.
  • Provided accurate, KB-compliant instructions for resetting the router admin password and adding a child node to a Cognitive Mesh (SPN) network.
  • Effectively guided the customer through the entire process, resulting in a confirmed technical fix with validated signal strength (-26 dBm).
  • Maintained a professional and patient demeanor, especially during the 5-minute wait for node integration (transcript [13:00]-[19:00]).
  • Ensured operational closure by providing a ticket number and confirming the customer's understanding of future login procedures.
Agent Errors / Gaps
  • Did not explicitly verify or attempt cloud account password recovery, which was part of the original problem, though the root password reset provided a functional workaround.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent guided customer to reset router password and pair booster node, resulting in both nodes showing solid blue lights and confirmed signal strength of -26 dBm, indicating full functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped initial troubleshooting of cloud account issue and jumped directly to router password reset without verifying if app login failure was due to incorrect credentials or cloud account mismatch, contrary to KB recommendation to check email and password first.
R3 Partially Met Correct resolution path conf 85%
Agent correctly initiated password reset but did not first confirm whether customer was attempting to log in with correct account type (cloud vs. local); KB states SPNM/MX series may use local login via recovery key, which was not explored.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (login failure) and proceeded with password reset, but did not ask diagnostic questions about which login method was being used (email/cloud vs. router password) nor verify model-specific login requirements despite customer mentioning 'SPN MX42'.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used Linksys app interface and LED status indicators as tools to guide setup; no additional tools (e.g., remote session) were necessary for this scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly referred to 'Linksys app' as primary method for setup, contradicting universal_app_transition_notice.md which states app is no longer recommended and web browser access should be used; also described booster pairing using 'solid pink or purple' light, but KB specifies solid white or blue for SPNM/MX series.
Communication
C1 Met Clear & professional language conf 85%
Agent set agenda, collected required info, kept conversation focused on booster setup, and managed transitions between steps despite customer's fragmented speech.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated instructions when needed, and confirmed customer's understanding throughout, adapting to customer's level and accessibility needs.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on call, did not transfer, and took responsibility for resetting password and completing node setup from start to finish.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps (pair booster, wait 4-6 minutes, relocate node) and realistic timing expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent thanked customer repeatedly, used polite language, and showed patience and professionalism throughout the call.
X2 Met Tone & rapport conf 80%
Agent matched customer's pace, used simple explanations, and checked comprehension at key steps.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repeats, performed password reset for customer, and guided setup without making customer redo steps.
Call Transcript40 turns · 42 lines
Speaker 1
Hi, um, So, I'm having trouble, uh, setting up a booster for my Wi-Fi, um, but the problem is I, I am not the one who set up the Linx account. It was my mum, and she's forgotten the password, so, a couple months ago, I logged on, created a new password, and I ended up making two accounts, one for, Linx app, and one for Linx Cloud. And I've tried both in the app, and it says, we don't recognize them.
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] Um, hi. Thank you for calling Linksys. My name is Clark. How can I help you?
00:00
Speaker 1
And I've tried the router password that I reset, and it says it doesn't recognize it. So I was just wondering if there was a way to one, reset up the password and stuff so that we have them written down, and two, how to shut the booster because I'm not sure. She just said, you look into the app and air it. But the problem is I can't look into the app. So, [silence] Yeah, thank you. [silence] Yeah, that's fine. [silence]
01:00
Speaker 2
Mm-hmm. Okay. Got it. Sir, thank you so much for that information. Um, yeah, we can definitely assist you on, um, setting up, um, the booster and also I can assist you on how to access or open the links app on your phone. All right. So, um, in order for me to better assist you, um, I need to gather some information first in order for me to create a ticket in our system. Um, can I have your first and last name, please?
01:00
Speaker 1
- Billy Barnes.
02:00
Speaker 2
Charlie? Bill? Is that all right? Billy? B-I-L-L-Y? Uh-huh. All right. Carla, thank you so much. Can I have also your phone number, please? Uh-huh. All right, thank you so much for that. In case our call got disconnected, I'm gonna use this phone number to be able to give you a call back right away, okay? All right. Can I have also your email address? c-y- dot dot- okay
02:00
Speaker 1
yes the boost off it would be uh five six e20 m12 e01260 uh spn mx 42 b fiber.
03:00
Speaker 2
All right. Since I already have your personal information, then I'll be asking now for information of your Lexus router. Can I have the serial number of the booster, please? And what is the model number of this one? All right, got it. And may I ask, who's your internet service provider? B-Fiber. Okay, so this booster was provided
03:00
Speaker 1
Yeah, yeah, we was having trouble with our router and they sent it, um, they sent it through and said, this is a router but you can set it up as a booster so it should get better coverage around the, so, yes. That would be uh, 56 e20 M1A C03 404 404, uh, SPN MX, 42. I think that's the same,
04:00
Speaker 2
Okay. Okay. uh see I'm gonna have also the serial number of the main router. Okay. Got it. and the same model. Okay. Got it. Thank you so much for that. So, um let me try to check this one first.
04:00
Speaker 1
I I imagine so, the problem is I didn't purchase the Wi-Fi or set up the account, so because I was away at the time. So I imagine so. I've got an I've got her email, if that would help you find this there's already an account set up. Yes. Yes. Um there. [silence]
05:00
Speaker 2
So you mentioned earlier that this router was associated to your mom's account? Is that correct? one, I? one, I, okay. So currently... okay. Um, how about this one? Um, you're connected to your Wi-Fi. Is that correct? Okay. Um, could you please open, uh, the Linksys app? Okay. And then, um, on the Log-in screen. Could you please tell me what you can see right now? [silence]
05:00
Speaker 1
Um, I've got, like, a selection at the top. I can either put email or root or password. And on the email tab, it says, enter email address, enter password, forgot password, button to log in or create an account. And the root or password is, enter root password, show hint, reset password, log in. And when I click show hint, I can see the hint that I set up and it matches password. know what I mean? So, I find it weird that it says it doesn't recognize it, but it might've been, whatever my part or an account closed. I'm not sure. Uh, yeah. Uh, recovery key.
06:00
Speaker 2
okay okay alright okay okay uh huh okay okay alright okay uh huh okay alright okay uh huh okay alright okay uh huh okay alright uh huh okay uh huh okay alright alright uh huh okay uh huh okay uh huh okay uh huh okay uh huh okay alright uh huh okay uh huh okay uh huh okay uh huh okay uh huh okay alright uh huh okay alright um how 'bout this one using the router password login um could you please um uh reset password
06:00
Speaker 1
And this is for the main. router right? Okay I've got it. It's four three one nine five. And it's come up saying the account holder will be notified. If this router password is changed. Continue or nevermind. Okay. New password.
07:00
Speaker 2
So this time, you need to create a route to password, and for this one, you are just creating a login password. So whatever the Wi-Fi password you have, it will be still the same. So this one that we are creating is just a login password. So in order for you to successfully create one, you need to me all the requirements that are provided. Okay, for the root password, okay. It needs to be at least, at least eight character long. including uppercase, numbers, special characters, and combination of those. Okay?
07:00
Speaker 1
Yeah. Yes. Okay. Go there. Screen shot it. Put it in my notes. and the hint.
08:00
Speaker 2
mm .
08:00
Speaker 1
Yes. At first it said add two, the same characters. Right. Yes. I'm logged in. Thank you. Um and I saved the one password. No. So it's literally across the the house, but um I can run and get it and I can plug it in next to the the old one.
09:00
Speaker 2
Where are you able to log in? All right, great. That's good to hear then. Yep, that's right. So what we need to do right now next, since we were able to log in, is to pair the booster. So right now, uh, where is the booster right now? Is it standing next to the parent node or to the main one? Yep, that's right. So that's what we need to do is, in order for the booster to be connected, we need to, um, place it first next to the main router, and then once it's connected, then we can relocate it back. [silence].
09:00
Speaker 1
Yeah. Okay. Um, Okay, it's plugged in next to the main one and it's got a blue light. Yeah. It's like the flash. It's not having it.
10:00
Speaker 2
Mmhm. Okay. All right. So, we'll wait until it turns to like a solid pink or purple then. Okay? All right. Ok. [silence]
10:00
Speaker 1
It's still, oh, there we go, solid purple light. Yeah. Uh, yes. There's add nodes or replace. I just added.
11:00
Speaker 2
Okay. So, um, let's go ahead and add, uh, the child node. So, can you please tap the three lines on the upper left corner or upper right? Okay. And then just scroll down and then tap setup a new product. Okay. And just just follow the the prompt instructions. That's right. Add node.
11:00
Speaker 1
Okay. To the searching for it now? Uh yeah. Bar just filling up about halfway. Uh the main route is a solid blue and the new one is solid purple at the moment.
12:00
Speaker 2
Okay. All right. It's searching. It's still searching. Okay. Um, is the main router and, um, the child node flashing or something like that? Okay. All right.
12:00
Speaker 1
uh, uh, the bar went back down and it says add in your child node. It says four to six minutes, so, uh, it's doing a flashing purple light at the moment. Sorry? Yeah.
13:00
Speaker 2
Alright, so since the Lenses app is now adding the child node, so try- you need to check and observe the child node, um, once the child node recognizes the connection of the parent node, the the child node starts to do like a flashing red light. Um, is it right now? Okaaay. So, uh-huh, uh-oh, flashing purple, alright. So, um, it means that it's- it's detected now the connection, um, of the parent node- it's- it's now trying to connect. So, in order for the child node to be connected, um, lets- let's wait for about, like, four to six minutes, or once the like,
13:00
Speaker 1
Yeah, yeah, yeah, yeah. Yeah, that's fine, thank you. Yeah, it's got a patiant your network same these butlam child funds and they're both solid blue lights. Yeah, it sucks next or add more nodes. I just guess next. says to move the a node
14:00
Speaker 2
All right. Sure, Billy, thank you so much for patiently waiting on the other line. Um is the chat gpt node still um flashing purple. Mm-hmm. Okay. All right, great. So the child note is now solid blue. Okay. Okay. Great. And then can you tell me what you're seeing right now on the Linksys app. Uh next, please. Mm-hmm. Sorry, can't help with that.
19:00
Speaker 1
It says finish, but can I move it after I click finish? I imagine. Yeah. I'm back on my own bit. Uh, yeah. Yeah.
20:00
Speaker 2
uh, just click finished for the meantime, so that we can access the dashboard. Alright, so, um, all right, great. So, right now, um, we were able to successfully added the child node, um, to the network of your parent node. So, shall we go ahead and unplug the child node and relocate it to its position? And then on its position, we'll wait until it turns solid blue for me to check if the child node is getting a good signal. Um, 'cause in order for the child node to provide a good signal, especially loop speed, it must get like
20:00
Speaker 1
Yeah. It's plugged in. Where's it going to go? Okay, it had a solid blue light, but it's pulsing at the moment. Uh, it's about 25 meters, 20 meters. Okay, it's flashing, Rita. Yes.
21:00
Speaker 2
wait for a moment then. okay. thank you. alright, so, can you open again, the links is, is, app, and, um, can you tap the nodes section, on it? and then, okay, can you tap the child node too icon? and then, could you please, tell me or, uh, tell or, let me, uh, know what the, it, is.
22:00
Speaker 1
Signal strength is minus 26 dBm. Yeah, and sorry, would it be a separate Wi-Fi or would it be okay, okay. Yes. Yes. If I said it, I'm glad. Yes. No, that is perfect. Thank you. [silence]
23:00
Speaker 2
is the signal strength, okay, great, so it's getting like a full Wi-Fi signal, I believe. So, the signal strength is a good one. It's getting like a perfect signal directly to the parent node. So, you're all good. So, you just need to you can now connect whatever devices that need to be connected on this location, so that it can get a good signal or speed then, sir Billy. Okay? No. It has the same. It has a seamless Wi-Fi connection from the parent node, so it will broadcast the same Wi-Fi network. That's right? okay. So, I believe we're all good. Is there anything else I can help you with?
23:00
Speaker 1
just to make sure next time I want to log into the linksys app just use the password for the roote that I've just made and it should be use that next time okay perfect, thank you very much. aha. Uh yes please. I'm ready for it. Good. Thank you.
24:00
Speaker 2
yeah, that's right. You're very much welcome. Before we will end on this one, Sir Billy, I can provide to you, actually, your ticket number. In case you were going to give us a call back, you can provide this one directly to us so that we can pull up your record. Do you have any okay? All right, so your ticket number is L for Larry T for Tango S for San 00136324. Mhm.
24:00
Speaker 1
one three six two sorry LTS Oh Zero one three six three two four okay perfect yeah is there a a survey I can fill out um as a review okay yeah perfect thank you it's been a big help um yes have a good day thank you very much
25:00
Speaker 2
That's right. Thank you so much. Uh, just give us a call back anytime. All right? All right. Oh. Uh, the, oh, the, the, the survey will, is actually random. So, if you will be able to receive that, um, I'm happy uh, to receive your survey. Thank you so much for that. All right. you're very much welcome. Again this is Clark from Lincoln. Have a good one. Take care and goodbye. Bye bye. [silence]
25:00