V2 Rubric Detail — 446d1aa8-6ffb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:34
Duration
56m 24s
Contact
Yared Mamo
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134654
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+40.5)

V2 Grader Summary

The agent successfully guided the customer through resetting and adding child nodes via multiple methods, achieving partial connectivity. While the customer reported intermittent connection drops, significant progress was made using valid, KB-aligned procedures. Communication and empathy were adequate but not strong, and no escalation was needed or warranted.

V1 Case Analysis

Customer unable to add SPNMX57 and WHW03 child nodes to SPNMX60 mesh after modem replacement. Agent incorrectly advised 5-press method (not supported). Pair button method not attempted. Nodes remained in red/flashing state.

Troubleshooting Steps
  • Collected model numbers (SPNMX60, SPNMX57, WHW03) and partial serial.
  • Asked about LED status on parent and child nodes.
  • Instructed 15-second hard reset on child nodes.
  • Incorrectly advised the 5-press pairing method.
  • Directed customer to access router via http://192.168.1.1.
  • Suggested using web interface to add node.
Key Observations
  • Agent incorrectly advised the 5-press pairing method for an SPNMX60, which is not supported (Pair button required).
  • Agent failed to identify and correct the use of an incompatible WHW03 node in a SPNMX60 mesh (different mesh generations).
  • No verification of node status after each step; customer remained confused and issue unresolved.
  • Agent did not check or document warranty status despite hardware setup issue.
Positive Highlights
  • Collected basic customer information (name, email, phone, model numbers).
  • Created a support ticket and attempted to gather serial number.
  • Instructed hard resets on child nodes as a valid first-line troubleshooting step.
Agent Errors / Gaps
  • Provided incorrect 5-press pairing guidance for an SPN family device (SPNMX60) — this model uses the Pair button method, not 5-press (per universal_5press_models.md and spnmx56_family.md).
  • Failed to recognize that WHW03 is from a different mesh generation and is incompatible with SPNMX60 (per velop_mesh_compatibility.md).
  • Did not guide the customer through the correct Pair button process for SPN family nodes.
  • Did not verify that the child nodes reached solid blue/green state after pairing attempts.
  • Failed to confirm warranty status or support eligibility despite hardware setup issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer reports nodes are connected but 'connection keep dropping' and expresses ongoing instability; partial progress made but full reliability not achieved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through factory resets on parent and child nodes, attempted 5-press method, verified LED states, used web interface setup, and confirmed connectivity via 192.168.1.1 — logical sequence aligned with KB procedures.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path (resets, pairing methods, web UI) without dismissing issue; appropriate for mixed-node setup and new modem scenario.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent systematically assessed symptoms: checked LED status (flashing red, solid white), obtained serial numbers, identified node types (SPNM60, WHW03v2), diagnosed pairing failure, and inferred need for reset-based recovery.
T2 Met Appropriate tools / resources used conf 80%
Agent used correct tools: directed customer to access local UI at 192.168.1.1, leveraged web-based setup wizard, and interpreted LED feedback — all appropriate for the issue and supported by KB.
T3 Met No misinformation conf 90%
All technical instructions were accurate: 15-second reset duration, use of 5-press method on compatible models (WHW03 supports it), correct IP address (192.168.1.1), and proper web interface navigation per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic control and attempted transitions (e.g., 'How about we do this one'), but lacked clear framing, suffered long silences, and did not summarize progress effectively.
C2 Partially Met Confirmed understanding conf 70%
Agent used some plain language but also technical terms like 'reset', 'pair', and 'web interface' without consistent comprehension checks; adapted somewhat to customer’s confusion but not fully.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, stayed on call throughout extended troubleshooting, did not transfer, and followed through on resolution steps — full ownership demonstrated.
O2 Partially Met Proactive follow-through conf 70%
Agent provided next steps (unplug nodes, move to desired locations, wait 2–3 minutes), but no explicit timeline or callback commitment was made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was resolvable at L1 with further effort; no valid trigger for escalation present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent remained polite and professional but did not explicitly acknowledge customer frustration or repeated effort; minimal empathy shown beyond basic courtesy.
X2 Partially Met Tone & rapport conf 70%
Agent stayed engaged despite interruptions and repeated questions, adjusted pacing slightly, but communication style remained largely unchanged despite customer confusion.
X3 Partially Met Overall experience conf 70%
Customer repeated serial numbers and symptoms, but agent reused prior inputs where possible; avoided full repetition but could have consolidated information more efficiently.
Call Transcript61 turns · 72 lines
Speaker 1
Mary Hello Hi I just I tried to set up on my Lincoln like a new modem in the node but I used to had account you want me to do it I tried everything but it's not working can I get some help I'm going to lollipop okay okay lollipop I'm on the phone sorry about that
00:00
Speaker 2
Welcome to <start_of_audio][silence]Linksys Support. To assure quality service, your call maybe monitored. Please remain on the line for assistance.
00:00
Speaker 1
Can you say it again please? yes. Yeah I wanna I wanna add it like you know it does the doesn't work the it just only work in one place. I'll extend it by using another node. So I wanna take a phone. yeah Cap portion. on the main one or the model number new Seara Papa.
01:00
Speaker 2
new modem, sir. Yes, sir, you have a new modem. Okay. And you wanted to set up your Lynch's device to the new modem, you had Huh? um I see. I see. I got it. I see. Okay, sir. You may have the serial number of your links device please. Uh the main one sir.
01:00
Speaker 1
and November. Mama six zero that's the one model number. Okay, now you check it, right? Yes. Yes. Yes. Yes. Uh, community fiber. Uh, give it ready. SP-N-N-M-0.
02:00
Speaker 2
I believe it's not the model number sir. Okay. Sir, just to confirm You're calling from UK, right? You're calling from UK. Thanks. What is the, um, who is your internet provider, sir? Oh, calling from, uh, calling from something. Ok ok. Oh, come on, TC-5R. Okay. What's the model number again, sir? SPNMX 60.
02:00
Speaker 1
Yeah. Where can I get the numbers? Let's see. What number did you take? F-N. Yeah, I've got that one. Yes, mama. 72-E1-IC-F-M-2T-C-F-335-96.
03:00
Speaker 2
OK. OK. Do you have the, or do you see the serial number? that's on the bottom of the device, right? The serial number. The SN. Uh-huh. [silence] 596. Got it. How many Linksys devices do you have? Two.
03:00
Speaker 1
The nod, and then the main one but I've got extra for myself is like to extend the internet connection? uh, yeah, that's the main node, yes. I want to add is like two nodes yeah okay the serial number I want to connect uh SPM MX 57 that's the one and then the other one
04:00
Speaker 2
okay so this uh serial number you provided sir this is from the main uh node uh parent node okay so you wanted to add how many nodes sir two nodes okay sir can you provide me sir the serial number of the node that you wanted to connect huh okay
04:00
Speaker 1
another one, another one. Can I give you the serial number? The other one. Oh, I've got the model number. WHWH03. Is it zero or is it here? I think zero three D two.
05:00
Speaker 2
version two. Okay. Yes, sir. So, yep, before we proceed with the troubleshooting, sir, let me just create a ticket for you here. And let me start with your phone number just in case we get disconnected.
05:00
Speaker 1
[silence] 92 YA-REB and Fixed call sign Alpha Mike Oscar before yeah. My email address, my first name yare 06@homemail.co.uk. [silence] Man it is white.
06:00
Speaker 2
149 how about your first and last name sir? How do you spell that one sir? Y A R I D okay and how about your email address? Sir? Okay so what is the light on the top of your main uh routers him? Solid white and uh the other node sir that you wanted to connect where is it right now? [silence] can you describe for me just a little bit the uh the way around your house or around your router uh going uphill going downhill uh was there any difference uh between the the way the way downhill you the speed you the and the signal strength we you go from the uh router to the problem area starting from the router to to where uh where we have a problem area sir? [silence] okay sir so what is the model of your uh your router?
06:00
Speaker 1
I didn't plug them in because I was trying to, you know. Okay. Yeah. Okay. Yeah. Okay. I'm just gonna set it in its like next to. Yeah. Yeah. Yeah.
07:00
Speaker 2
Okay. How about we do this one, sir?
07:00
Speaker 1
Raids, all those. They're red. One of them is like a flashing blue. which one? the main one or the the child one? that's, okay the receiver directly for 15 seconds okay []
08:00
Speaker 2
[silence] Yes, says always for red sir or flashing red? flashing red. Okay. Okay, so, so let's do a reset sir on the nodes. Under the node it says, just the child is node, sir, you have to press and hold it for 15 seconds on each note and no, sir, the child node sir. Yes. Yes, 15 seconds reset, sir.
08:00
Speaker 1
[silence]
09:00
Speaker 2
Okay. And just to confirm, sure, these nodes are just next to the parent node, right? Plus one meter. Okay. So let's just give it a time. Sir, until these two nodes shows a study.
09:00
Speaker 1
Okay. That is study purple. okay. They may be the same one is like because I've been using them with the old one. That is why I'm struggling to connect them. [silence] ai ai ai ai ai .
10:00
Speaker 2
study purple Yes. Yes. Yes, it is here. Solid red. OK. Yeah, that's fine. Sure. [no speech] OK. Yeah, that's fine. Sure
10:00
Speaker 1
I was just fixing the internet because you could watch your iPad is it? on the kitchen yeah so I'm trying to remember I'm just kidding I don't know. can I one can you say again sorry the one who still is raised the other one is like is purple okay [silence]
12:00
Speaker 2
okay. What is the light and the other notes there? Yes, the light indicators there. Okay, that's good, sir. So we will go ahead and add this notes for using the five press Method. Okay, so underneath, oh, sorry, uh, can you sir? [silence] [silence] Yes, hello, sir. [silence] Yes, hello, sir.
13:00
Speaker 1
Yeah. I said, do I have to press pair on the main node? Okay. yeah, I did. Thank you.
15:00
Speaker 2
Yes, sir, I can hear you, sir. Yes, press it for three seconds, sir. Just for three seconds. [silence]
15:00
Speaker 1
The good, the bad and the fugly. Mark Crandall.[silence] [sound of footsteps] [silence]: don't mommy take no steps from that fool We're not finished weekend to play. Good job, good job, good job. No, that was, I'm gonna stop making loud noise. Hello, Yeah, is like the main one is a white flashing and the two of them is like a still red flash. Both of them. [silence] No one is going to finish okay? can you say again what did you say? Yeah it's like both of them a red flash and the main one now it's getting solid white.
17:00
Speaker 2
what is the light right now, sir, on the node? The light indicator, sir. Hm?
20:00
Speaker 1
Hello? Yeah, do you have a chess here? Yeah okay. Okay, thank you. Uh yeah yes I've got iPad. Oh, yeah uh
22:00
Speaker 2
OK. Seems it's still five minutes or when now? What's the light on the top of the device? That's right. Out to flash it right. OK. So we will try adding this node on a different way. We already tried the five press prep pair. We will add stir this node using the web interface. OK. So do you have a computer or maybe an iPad that you can use? You have an iPad. OK. So before we proceed on adding the node, can you do another hard reset on the two nodes, sure? [silence] Speaker 1 Yes, hello, sir. [silence] Uh no, sir. reset sir on the child nodes there that you wanted to add. Yes. So, you have to press and hold reset button of the nodes for 15 seconds on the two nodes or the child nodes that you wanted to add. Yes.
22:00
Speaker 1
Nanny, I'm just doing something. When I finish, I will... Yes, I did that. Now, okay. Is my great? Yes, you are. Is this why my brain said, he needs some help? Unable to join the network. Yes, that's what I It's trying to do. I just I'm trying to connect it on the main one. He said it's like unable to, uh, unable to connect. Oh. I don't know. On my phone he's already connected. I want to go How do you know whether you are like in a relationship on your element or you? Mhm, yes. Mhm, yes, you are. Uh-huh. Unable to join the network. Yes, that's what I I trying to do. I just I'm trying to do connect it on the main one. He said it's like unable to, uh, unable to connect. Oh. I don't know. On my phone he's already connected. Do you I want to go How do you know whether you are like in a relationship on your elementary?
24:00
Speaker 2
Okay. Is your iPad already connected, sir? Oh, can you make sure that, or can you turn off the Wi-Fi for a few seconds, and connect to the community fiber Wi-Fi network? Yes.
25:00
Speaker 1
Hi. Yeah, all the iPadies were unable to connect. I'll try. is... is which one, the child one or uh the parent one? I think it's like a Linx sim card, uh if I were... Then, on the box he said it's like a Linksys double band Wi-Fi 7. The main one. [silence] But the Linx sim card is not there.
27:00
Speaker 2
I see. Unable to connect to the network. What's the name, sir, of the default name of the, uh, parent node? The parent, sir. Yes, that's the, the main one, sir, yes. Wow
29:00
Speaker 1
Yes. The Wi-Fi name, the Wi-Fi name, community fiber 10Gb and flash A7DBE. Yeah. Are we supposed to like I don't want to phone it from the I lost it. Play the iPad. You're not allowed to use my iPod. Who did that iPad now? Me! Not you! That's mine! Stop! Stop! Stop! That is fixing the computer, you could use the iPad. I can use the iPad? Yes. [silence]
30:00
Speaker 2
What's the Wi-Fi name, sir? [silence] So many Piber. [silence] Hmm. [silence] Mm-hmm. [silence] Okay. So, when you try to connect your computer, sir, [silence]
30:00
Speaker 1
Yeah. I'm tired of seeing news or anything that pops up.
31:00
Speaker 2
Still unable to connect sir. OK. When was this installed sir? This new parent node. Yesterday. OK. OK. So no devices... is connected right now sir, including this parent node. OK. I see. So if that's the case sir, then I believe we need to do a reset on this parent node? And no worriesющая
31:00
Speaker 1
Okay. Okay. Okay. Okay, I'm doing it. for how long did I have to press it? 15 seconds. You gotta... it's on a scale.
32:00
Speaker 2
Okay, so, yeah, this parent node has an ACS feature, which means after a hard reset, it will go online just after 5 min. Okay, so yeah, can you do a reset on the parent node? So, just to let you know, you will lose connection for a couple of minutes while we do the reset, okay. Same thing, just 15 sec,.
32:00
Speaker 1
D So I doubt it's just kind of like when I did like like it's locked true, true, unlocked. Do you think that will affect it or no on that? Yeah, it's just it's just the same thing. Okay. I tried to connect it now after I reset it. Now it's connected, but I think the connection keep dropping. major.
35:00
Speaker 2
yes, hello sir. no sir. no sir, that will not suite uh huh what's the lights right now sir, on your
35:00
Speaker 1
[silence] Uh it is it is white now. Yeah it's connected. I think the iPad the iPad is connected now. Yeah. Yeah. Yeah. Yeah. Okay. 192.168.1.1. okay 192.168.1.
36:00
Speaker 2
SPN 60 sir. Solid white again. did it like boot up sir? Okay, yes, that's good, sir. Can you now open a browser, sir, since your iPad is connected? Please open a browser and, yeah. On the address bar, please type this number, sir. 192.168.1.1. And enter or search.
36:00
Speaker 1
Your connection he said it's like your connection, yeah, . your connection is not private. advance okay okay I did advanced, Yeah, the service could not pro-16 security certificates from my reader information. This may be caused miss configuration or attack intercept your connection, so I have to do process the, yes, I did that. [ Silence ]
37:00
Speaker 2
Okay. and. okay. yeah that's. yes. okay. sir. scroll down. sir. you have there a show details or advance button. uh huh. okay. and proceed to unsafe. sir. no need. sir. can you look for proceed to. unsafe? okay. proceed to unsafe.
37:00
Speaker 1
[DOWNWEIGHT] And then he asked me to write internet router password. for the internet okay okay and if [silence] indicate [silence] [silence] [silence] internet indicate [silence] [silence] setting [silence] [silence] So I said [silence] [silence] [silence] [silence] [silence] [silence] [silence] password indicate [silence] [silence] [silence] [silence] [silence] [silence] [silence] and returning yeah I [silence] [silence]
38:00
Speaker 2
Okay, yes. Router password, sure, that will be the same password underneath your Linksys router. Yes, for the internet.[silence]
38:00
Speaker 1
does NetTalks turn on just network okay say is my present next Nice much I have first matrix okay I didn't catch anything just let's get like Nick much. Now, your Wi-Fi will be turned off. Then turn on again. turned off and then turn on. Yes. Please wait us we download the updates your device and it will be turn on.
39:00
Speaker 2
you can just leave it off, sir. Yes. Just press next. No need, sir. Just leave it off. You can then press next. Yes. Sorry, sir. What does that again? Reboot. Yes, sir.
39:00
Speaker 1
And next, they came it like, he gave me the, the barcode with the password, the one that he gave me yesterday. And then he said, after I got done, only came is done. Yeah, I'm first done. When I pressed done, it came like the community. Yes. Yeah, yeah, okay. I'll push menu. [silence]
40:00
Speaker 2
yes yes sir just leave it just press next sir okay yes you're on the dashboard sir what you can see there yes sir what you can see there on the top sir link this now home menu and support is that correct okay that's good yes sir you're on the right page sir can you now please press menu sir on the top sure sir okay sir yeah
40:00
Speaker 1
There you go. It's like, incredible Wi-Fi, inside admin, inside local, adapter, inside client, inside. Which one do I have to press? Names. Yeah. " Set up new NETO?" Yeah. Yeah. "Select set up new NETO?" Yeah. Do I have to press that? Yeah. OK, I pressed that one. [silence] Yes. I did that. "Wait two for the node to finish its start up. Now initiate solid blue light. [silence] OK. Do I have to press that now? Next. OK.
41:00
Speaker 2
Hmm. Yes. Yes, sir. On the left side there. Just, uh, first box, uh, that's my network. Below that one, sir, you have set up a new set up a new product. Okay. Yes. Mhm. Yes. Just press next there, since this nodes are already, um, ready for setup. Yes. Press it now, sir. Just press next.
41:00
Speaker 1
How many bags of toys? in living room. You have to be quiet. we're gonna give a guess for charity. don't worry. You can do it. task after [silence]
47:00
Speaker 2
I'm sorry, sir. What was your question, sir? Okay, good. Yes, do you see three nodes now, sir? Do you see three nodes? Okay, that's good. So that's [silence]
48:00
Speaker 1
Yeah, yeah, you don't know. That's the problem with one node with your bright light. and one is low. and the main one is like. Okay, okay. I pressed it. Bye bye. Bye bye. you keep doing this.
49:00
Speaker 2
sir that means that you were able to add your child node to your network sir is there an option to press max or go to the main dashboard uh-huh yes that's okay yes sir that's that's actually okay yes for older nodes yes sir for older nodes sir uh WH03 uh usually it should be a solid blue but since this is an older device sir usually the light changes it to green I'm not too sure what happened sir but usually it's uh right now most WH03 it's green for the um for your other device uh the FBNX5 the FBNX57 uh that should be solid blue sir if it's online and um Sure. If it's ready for setup? For the new device? For your FDN. The white light on the top, sir means online. Yes, sir. Hmm? Yes. Hmm? Hmm? Yes. Hmm? Green. Yes, sir. That's yes, sir. UU that's
49:00
Speaker 1
Uh. Yeah. Uh, okay. Yeah. Yeah. Okay. Okay. Um, what happened when he's flashing right is that all right? One of them except for lunch and the rain. Okay. Okay. Okay. Thank you. Uh, thanks. Okay.
51:00
Speaker 2
As long as it's not purple or red, sir, or blinking red, that will be good. That's okay. Anyway, sir, this page, you can always go back to this page in case you have other settings that you want to check, or if you're, you wanted to add another node. Let's see. So you can now unplug this other two nodes, sir, put it on your preferred places, and just give it two to three minutes to reconnect, sir. Just plug it in, wait for two to three minutes, and that will be all good. No, sir. Uh, if it's already configured, sir, and it's we're fast read, just give it a minute, it will turn back to solid blue or green. You're welcome, sir. Anyway, if you can call us back if there's any problem with your device. And uh, Just provide us your email address, sir, so that we can pull up your record easily, okay? Okay. Okay, sir, well, thank you, sir. Have a good day, sir. Please stay safe. Bye-bye, sir.
51:00
Speaker 1
why'd you do that hmhmhm were you the victim he walked in he wanted you yeah yeah
54:00