V2 Rubric Detail — 43e9cf08-60b6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 08:12
Duration
10m 36s
Contact
Meha Mehta
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132372
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: SPNMX57CF_Initial Setup

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall37.2% (+11.2)

V2 Grader Summary

The agent correctly identified that the SPNMX57CF cannot mesh with an eero system, but failed to offer a complete resolution path or take ownership. While the core technical incompatibility is valid, the agent did not explore alternative configurations like AP mode, nor provide clear next steps, resulting in an ownership gap where the customer was left to resolve the issue with their ISP.

V1 Case Analysis

Customer unable to get SPNMX57 mesh node to solid light; agent provided incorrect reset steps (20s vs 10s), wrong LED expectation (purple/pink vs solid blue), and invalid URL (www.thingsys.com); advised contacting ISP with no resolution or follow-up.

Troubleshooting Steps
  • Collected customer name, phone, and email.
  • Attempted to capture model number (SPNMX57, partially garbled).
  • Attempted to capture serial number (65N10M2BE12418, partially misheard).
  • Advised a 20-second hard reset and to wait for a solid purple/pink LED.
Key Observations
  • Agent provided a 20-second reset instruction (should be 10 seconds for SPNMX57).
  • Agent expected a solid purple/pink LED (should be solid blue for SPNMX57 ACS setup).
  • Agent provided an invalid support URL (www.thingsys.com instead of support.linksys.com).
  • Model and serial numbers were not accurately captured, hindering proper troubleshooting.
  • No SPNMX57-specific ACS setup or mesh-node rebuild steps were followed.
  • Call ended without operational closure, escalation, or self-help path.
Positive Highlights
  • Collected customer contact information (name, phone, email).
  • Correctly identified that Linksys mesh nodes cannot be added as extenders to a non-Linksys router (eero).
Agent Errors / Gaps
  • Incorrect reset duration (20 seconds instead of 10 seconds).
  • Wrong LED color expectation (purple/pink instead of solid blue).
  • Failed to accurately capture product model and serial number.
  • Did not follow the SPNMX57 ACS setup procedure outlined in the KB.
  • Provided an invalid support URL (www.thingsys.com).
  • Abandoned troubleshooting without offering a valid next step or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any outcome; told customer to contact ISP and replace existing eero router without resolving connectivity.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial and instructed a reset, but failed to diagnose actual setup barrier (incompatible mesh system) or guide proper configuration.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified that the SPNMX57CF cannot mesh with eero, but failed to explore whether it could work as an AP or bridge mode; still provided best-effort guidance given product limitation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified blinking red light and collected device info, but did not ask about WAN connection, power status, or current network topology beyond basic confirmation.
T2 Not Applicable Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, logs, etc.) were needed or available for this offline setup issue.
T3 Partially Met No misinformation conf 85%
Correctly stated reset duration (20s), but inaccurately described LED state as 'purple or pink' (should be solid purple); correctly noted incompatibility between Linksys mesh and eero.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control and asked relevant questions, but had long silences, unclear transitions, and did not set expectations for next steps.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but misheard model/serial multiple times and gave vague LED guidance; did not confirm understanding after key instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer immediately but ultimately deferred to ISP without offering further troubleshooting paths or taking ownership of resolution.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline were provided; only suggestion was for customer to call Community Fibre, with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted—issue was beyond L1 scope due to third-party mesh incompatibility.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized briefly and remained polite, but did not acknowledge customer frustration or repeated effort explicitly.
X2 Not Met Tone & rapport conf 90%
Agent used a detached, transactional tone and did not adapt to customer’s confusion or emotional state; repeated unclear instructions.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial numbers multiple times; agent failed to confirm or use previously stated data to reduce effort.
Call Transcript20 turns · 21 lines
Speaker 1
[silence] Hello. Hi Dennis. I am with Community Fiber and they have sent me one of your mesh systems as as a child or a booster. And I'm trying to set it up and it's not, I've got the downloaded that. I'm following the instructions but light is just not turning solid. Can you walk me through that process please? Can you walk me through what I'm supposed to be doing right now? Yep.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. May I have your first and your last name please? How do you spell it out? Maa-ha-a-a. Ma-haa. Mehta, okay. M E H T A. A, okay. So Mehta Mehta, right? Okay. May I have your phone number starting with the area code? Let me repeat that. You said it's 0 7 9 0 8 4 1 3 5 8 1, right? And may-I also know your email address please?
00:00
Speaker 1
with you guys. I just want this set up. I'm with Community Fiber. They've sent this to me. I've followed your instructions, it's not working. I do not want to create a whole account with you. Okay, Neha@Gmail.com. Neha@Gmail.com. click. Yeah. How do I tell you the model number? Hold on. Um Oh S Piotr, can you let me know? Watch your model number here.
02:00
Speaker 2
This is only for documentation purposes. we are not creating an account. We are creating a your record in our system. I'm sorry. Can you repeat that? me plane. me only at gmail.com, right? Okay. Thank you. And you said earlier your your Internet service provider is Community Fibre, right? I don't know the model number of this child, though, that you are referring to. Yes. The model number can be found.
02:00
Speaker 1
ENMX 57. Yeah. 65 N 10 M 2 BE 1 2, 418. Sorry, what? 65 November. 10 Mike. 2 B -Be- ta. Elephant. 12, 41, 8.
03:00
Speaker 2
SPAN MX 5 7. Right? Okay, thank you. And may I also have the serial number please? Okay, let me repeat that. You said it's 658101... Okay, six, five November, 1 0 1.
03:00
Speaker 1
not 1-0-1-0, just 1-0-M for Michael yeah. so 65, November 10, Mike 2, beta echo, 12, 41, 8. [silence] yep. I've got two, but right now I'm just going to, trying to connect one.
04:00
Speaker 2
[silence] you're zero M for Michael, right? [silence] Oh, okay. [silence] And then [silence] Okay, thank you. [silence] And this router was supplied by community fiber, right? [silence] Okay, thank you. [silence] And how many nodes do you have in total? [silence] Oh, okay.
04:00
Speaker 1
Yeah Red Blinking red Okay For how many seconds? 20. Okay, so 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. 20 Seconds. Okay. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20.
05:00
Speaker 2
So you were trying to add this new child node to your network, right? Sorry well it's blinking red okay thank you blinking red means that it is not connected to the network. So what we can do is we will try to reset and add it back. Okay. Um can you reset it while it's turned on? Um to reset it, you need to press and hold the reset button at the bottom of it for 20 seconds. 20 seconds, 20. Yes.
05:00
Speaker 1
14, 15, 16, 17, 18, 19, 20. Okay? It's solid blue at the moment. Okay? Which node? My main one is not a Lynxsys, my main one is, the fiber thing that is coming is is an AdTran. [silence]
06:00
Speaker 2
Okay, and wait for it until the light turns to solid purple or pink. Okay. All right. Yeah, wait up to two minutes. To see the final status of the light. And the main know that you have has solid blue light, right? You mentioned earlier you have two? The one that you reset and your main one, your existing note.
06:00
Speaker 1
And the main router is an eero. At the moment it's red because I took out the LAN from it because it then your system asked me to disconnect it. But when it is connected, yeah, it is. I can connect it back in and it will be solid, you know, internet. It will be a white because that means it's working. Give it a minute. It's going to turn on. I'll tell you. Two child nodes. Because I asked, so, because I asked for two boosters. Right now, I'm just trying to connect one booster. Oh, I don't know. I've not even opened the other one, darling. But I assume so. [silence]
07:00
Speaker 2
Okay, so how many no's were provided to you by Community Fiber and 2 child nodes, okay. Do they have the same model number? Okay. Okay, but you you mentioned earlier that your main writer is not linked. Yes.
07:00
Speaker 1
uh, well, what I can read is, the first one is add tram, which is, I think the optical where you know you've got your thing coming in from the network, optical fiber. And from that, it's connected to something called an Erow. Yeah? I don't know what I'm supposed to, I, all I need is an extension of my router into another room, because it doesn't work over there. So they have sent me this booster to connect to the network.
08:00
Speaker 2
[silence] ERO? So are you planning to add these two links nodes to your ERO router? Oh okay. Let me just set an expectation that these links nodes that you have, these two routers that were provided to you by community fiber will not work on a on a different brand like an ERO router. So what we can do is to replace the ERO router and set up one of the.
08:00
Speaker 1
But I need two boosters. okay, let me let me call, look, let me call community fiber, because you're telling me that this won't connect to their current setup that they have given me, and they should be giving me two boosters. Right? So let me call a community fiber and and speak to them. because I don't want to be fidgeting withthe, I don't want to be kind of messing around with the setup that I already have because that works. No, I don't have any misunderstanding. I'm just trying to do what they have given me, but if you are telling me that it doesn't
09:00
Speaker 2
you can set up the other one as a the other one as a child node that will serve as a, go ahead, please. talk to your community fiber or your internet service provider because you might have some misunderstanding there because like I mentioned you. OK.
09:00
Speaker 1
it doesn't work, then I have to go back to them and say, look, guys, you are telling me it doesn't work. Um do they have somebody who can walk me through on how it works because they have clearly understood, they know what equipment I have and they send this out. Right? So I need to speak to them. Okay. Thank you very much, Dennis. Thank you. No, no, that's it. Thank you.
10:00
Speaker 2
go ahead please you're most welcome anything else that I can help you with before we end this call okay you're welcome and for more details about the products and services feel free to visit our website, which is www. thingsys.com/. support and it's been Dennis again thank you for trusting linksys goodbye
10:00