V2 Rubric Detail — 44e73e10-602d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:51
Duration
35m 46s
Contact
Shrithan Theivendran
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132257
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_SPNM60
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated 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

Resolution3.44/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.8% (+32.8)

V2 Grader Summary

The agent successfully added one child node using proper Pair button method and guided the customer through reset and placement, achieving partial resolution. While minor technical inaccuracies and communication gaps exist, the agent followed a logical troubleshooting path with ownership and appropriate tool use for the scenario. Escalation was not required as best-effort support was correctly applied for an ISP-provided device.

V1 Case Analysis

Customer unable to integrate two SPNM60 child nodes; agent provided incorrect reset duration and URLs, failed to confirm resolution.

Troubleshooting Steps
  • Advised factory reset of main router (incorrect 20-second press).
  • Directed customer to access http://myrouter...in food, http://myrouter.local, and http://192.168.1.1 (all incorrect or suboptimal for SPNM60).
  • Instructed pairing via parent’s Pair button.
  • Observed LED states and attempted to verify node addition.
Key Observations
  • Agent instructed 20-second reset (vs 10s required for SPNM60) at [15:00].
  • Agent provided incorrect URL 'myrouter...in food' at [13:00] and later 'myrouter.local' at [22:00], both invalid for SPNM60.
  • Agent misinterpreted solid white LED as successful pairing, despite KB stating solid white indicates setup complete but not necessarily mesh integration.
  • No warranty status or case number was collected, violating core protocol.
  • Call ended without confirming mesh functionality or performance improvement.
Positive Highlights
  • Agent correctly identified the need to bring child nodes near the parent for pairing at [10:00].
  • Agent eventually directed use of the Pair button for mesh addition at [24:00], which is the correct method for SPNM60 per 'led_cog_mesh_group_d_spnm60_62.md'.
  • Agent attempted to verify connection via speed test using fast.com at [34:00], showing intent to validate performance.
Agent Errors / Gaps
  • Incorrect reset duration (20s instead of 10s for SPNM60) — contradicts KB 'led_cog_mesh_group_d_spnm60_62.md'.
  • Provided invalid admin URLs: 'myrouter...in food' and 'myrouter.local' for SPNM60; correct URL is http://myrouter.info per 'led_cog_mesh_group_d_spnm60_62.md' and 'linksynow_login_admin.md'.
  • Failed to capture serial number accurately despite customer providing it at [05:00]-[06:00].
  • Misinterpreted LED state: claimed successful pairing when child node showed solid white, which does not confirm mesh integration per 'led_cog_mesh_group_d_spnm60_62.md'.
  • Failed to verify mesh status via correct dashboard (http://myrouter.info) or confirm node visibility.
  • Did not check warranty status or create/update a case, violating support protocol per 'adjacent_device_setup_scenarios.md' and 'qa_grading_guidance.md'.
  • Gave confusing and fragmented instructions, impairing customer understanding.
  • Failed to correct browser security warning by advising to proceed or use correct URL.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
One child node was added successfully and the customer confirmed solid white light and dashboard recognition, but internet performance (170 Mbps on 1 Gbps plan) was suboptimal and stabilization was deferred to 24 hours without full verification.
R2 Met Diagnostic thoroughness conf 85%
Agent performed key troubleshooting: verified LED states, factory reset parent node, guided to correct local UI (myrouter.info), used Pair button to add node, and confirmed node status on dashboard — logical sequence that advanced resolution.
R3 Partially Met Correct resolution path conf 80%
While ISP should be first contact for SPNM devices, agent provided best-effort troubleshooting consistent with OOW standard; did not dismiss but worked toward resolution despite device being ISP-managed.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (nodes not connecting), asked about LED status, verified physical setup, and followed a logical sequence: reset, reposition, access UI, pair node — correctly diagnosing pairing failure as root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used customer-reported LED states and guided browser access to myrouter.info — appropriate tools for the scenario; remote session or logs would have been helpful but not strictly required for basic pairing.
T3 Partially Met No misinformation conf 85%
Agent correctly directed to myrouter.info for SPNM60 and used Pair button (not 5-press) for SPNM series; minor inaccuracy in LED explanation (claimed solid blue = ready) contradicted KB which states solid white.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control through reset, pairing, and relocation steps but had long silences, filler language ('uh', 'so'), and unclear transitions; still guided to partial outcome.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple instructions (e.g., 'press pair button once') and confirmed actions; some jargon ('solid blue', 'dashboard') used without full explanation, but customer followed steps successfully.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case from start to end, performed troubleshooting, and did not transfer or abandon the customer despite complexity.
O2 Met Proactive follow-through conf 85%
Agent set clear next steps: wait for solid white, move node to final location, wait 24 hours for stabilization — specific, realistic, and customer acknowledged.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — agent made appropriate decision to troubleshoot in line with OOW best-effort standard for ISP-provided devices.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; E1 is Not Applicable, so E2 is also Not Applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient but did not explicitly acknowledge customer frustration or installation issues; minimal empathy shown beyond basic courtesy.
X2 Partially Met Tone & rapport conf 80%
Agent adapted pacing to customer actions (e.g., waiting during resets), maintained engagement through confirmation checks, and adjusted approach when login failed.
X3 Partially Met Overall experience conf 75%
Customer repeated account details and spelling, but agent avoided unnecessary steps like factory reset on child nodes and streamlined login attempts after initial issues.
Call Transcript60 turns · 65 lines
Speaker 1
Hi there. Hi Elizabeth. Hi Elizabeth, how are you? Oh, good, thank you Dylan. Uh Dylan, I'm having issues with my internet. Uh, so I'm with I'm with community fiber, and I signed up a month ago to Transcribe this audio from the left channel.
00:00
Speaker 2
welcome to Lynxus support to ensure quality service your call may be monitored please remain on the line for assistance. [silence] Hello can you hear me? [silence] Hello. [silence] Hi uh thank you so much for calling Lynxus technical support. My name is Dylan how can I help you today? [silence] I'm fine sir. Thank you so much for asking. How about you, sir? thank you. sir. [silence]
00:00
Speaker 1
2, 3 weeks ago, they sent me a link product, uh, and then they came and installed it, the connectivity wasn't good, so they sent me a further two nodes, but I'm struggling to get it set up, so I'm hoping you can help me. Okay, this is my main one, yeah, this is the one that, um, the first one that they installed, right? Okay.
01:00
Speaker 2
Sure, sir. No problem. I will help you out setting up your router. All right, so, um, now, sir, can you tell me what's the color of the light indicator showing in your lin? This router? Yes, sir. Um, how about this? Uh, let me just run some verification with you first in order for me to proceed further and um, okay. So, let me just run some verification with you. Just a moment for me to proceed further. Uh, let's start with your
01:00
Speaker 1
Suhri, Canon, Jaan, Taven, should I spell it for you? S-H-R-I T-H-A-N A-N-J-A-Y-A-N. And then my last name is T-H-E-I-V-E-N-D-R-E-A-N. [silence] Yep. Should I give you my? Yeah, should I give you my account number? Well, that'd be easier for you to locate. Okay, one second. Let me find my account number for you.
02:00
Speaker 2
yes or please sorry sorry um, let me just um, repeat that your first name is sure. Uh, Chrisstone. Chrisstone, right? Uh, yes sir. Yes sir. Sure.
02:00
Speaker 1
So my account number is a1 564680. Correct. Yes, that's correct. It's T.J., T for Tango, J for Jerry, T.J._my last name, T-H-E-I-V-E-N-D-R-A-M-T-E for Tango, H for Hotel.
03:00
Speaker 2
also this is your community Fibers account number okay probably won't be needing that one sir let me just repeat your full name sir that's Shrithon Saiven Vian alright how about your email address sir I'm sorry can you repeat your last name again sir [silence]
03:00
Speaker 1
e E. i for India. um. one second. u for India. v for Victor. e for Echo. n for November. d for Delta. o for Romeo. a for. for Alpha. n for November. at.
04:00
Speaker 2
Okay. Thank you so much for that one sir. So that's T.J. Thievin at Hotmail.com. All right. Um, Now, sir let me just verify your phone number.
04:00
Speaker 1
yes collect okay so to confirm this is the one that they installed right when they came to fix up this is not the this is not the additional one the main router yeah the the model number is SPM 60 seven to E one zero M to the SF two four three nine eight [silence]
05:00
Speaker 2
uh, the main router, sir. The one that is, um, yeah, the one that is connected directly to your modem. M64. All right. Uh, can you check? Uh, yeah. Uh... M64 Alright how about the serial number? UC. Alright Physical member I need to eruti. Got a quick comment off your So you can tell the person OK please. OK please. Unidentifiable speech
05:00
Speaker 1
no S.S. B for Barcelona S for football yes correct yeah it's let me check if it's the same they so yeah this this is the main one and and they sent me two extra nodes
06:00
Speaker 2
Alright, let me just repeat that one. Sir, uh that's seven two E for echo, one zero M for Mike, two B for Bravo, D for Delta, two four, O S. okay, so that's B for Bravo, uh F for F for Fox Trot, two four, three, nine eight. All right, sir, thank you so much for that. Okay, so that's mesh. And uh you get uh another node with the same model, right? All right.
06:00
Speaker 1
which I believe are the same model, yes. Correct. Yes, and my initial, my first note, that's in my notes.
07:00
Speaker 2
0, okay, so you got uh in total three notes. alright? Okay. I just want to register, uh re- uh rezeriate your concern, uh just to make sure I got got it right. You're having trouble setting up the other two nodes, right?
07:00
Speaker 1
Uh, dial, I am in the main living room. And I feel like the connection is not as strong, and I'm having trouble connecting the two extra notes. Yeah. Okay. I'm not sure what you want me to do with that. [silence]
08:00
Speaker 2
All right. Thank you so much. Hold on. Let me just finish up the record here. Just bear with me, sir. OK? OK. All right, sir. Can you tell me what's the color of the light indicator showing?
08:00
Speaker 1
It's white, solid white. Uh, let me go upstairs. It was blue the last time I tried. No, I've plugged it in and it's uh blue. Solid, solid, solid blue light. Yeah. What was that? Yes, correct.
09:00
Speaker 2
same router talk about your child node okay is always blue light and it has a it had the same model right same as your uh... your additional nodes they have the same model as your parent node
09:00
Speaker 1
So, should I unplug it, or should I plug it near my parent node? Okay. I think I'm sure it's the wire. Okay.
10:00
Speaker 2
Okay. okay sir so here's what we're going to do sir. uh let's gather first your your child nodes near the parent node. Yes sir, so unplug it and bring it near your parent node. um so it looked rather inflated uh but now it looks deflated. There's still some air left and I believe it was showing some.
10:00
Speaker 1
Okay, so I've brought it near my parent node. Should I plug it in, next to my parent node? Okay, okay, plugged in. [silence] Yeah, okay. Yeah, okay. No, I- let's just do one for us, I've put one in now, yeah. Yeah, it's a solid blue light right now. Yeah, I can use my phone. Yes, I can use my phone.
11:00
Speaker 2
All right, so let's just give it at least uh two minutes to reboot and set up. sir, until it gives us a solid blue light. So both your child nodes, your two child nodes are now plug in near the parental, at least uh two feet away. Oh, okay. All right. sir. Okay, sir. Uh, do you have a laptop we can use or phone for us to, yeah. For us to access the link's web interface. Okay. So, uh just ensure first that your phone is connected to the Wi-Fi.
12:00
Speaker 1
My phone is connected to the WI-fi, yes. Yes. silence silence silence silence Page two. Yep. Yep. My router. Silence silence
13:00
Speaker 2
Okay. So the link is Wi-Fi, right? Okay. Okay. Okay. Um. All right, sir. Uh, on your phone, open a browser. Alright and then uh, on the address bar, you type in HTTP colon double forward slash myrouter...in food. [silence]
13:00
Speaker 1
Yeah. I've got a... Linksys trying to reach Linksys now. If you're trying to access administrate Linksys now based Wi-Fi 7 router from Linksys page, it may be one of these reasons. The current device is not connected to a router's network. The VPN is enabled. is using a custom DNS provider. Please ensure that your device is connected to the Linksys now router. Close any VPN connection prior and your manually configured DNS service before attempting. Yeah, I'm on that. I'm on that page. Uh, There's no option for me to log in. No. If you're trying to administrate Linksys now-based Wi-Fi 7 router, [silence]
14:00
Speaker 2
Yes sir. Uh huh. Hmm. Hmm mm-hmm. All right. Can you log in? There's no option for you to log in. Sorry sir, um, what was the message again showing in your? Sorry that's all that we have.
14:00
Speaker 1
previous router and reach this page. It may be due to one of these reasons. Your current device is not connected to your router's network. Your VPN is enabled. You're using a custom DNS. My VPN is not on and I am also connected to the internet. Okay, let's do it. How do I do that? Okay. Yep. Okay. I'm going to do that now. Okay. Okay.
15:00
Speaker 2
okay probably need to folks set up reset up your Linksys router or okay so for us to reset up your Linksys router I want you to reset your main one so to properly reset it uh you just press and hold the reset button for 20 seconds all right I'm
15:00
Speaker 1
Should I let go now?
16:00
Speaker 2
yes sir please okay sir let's just give it some time and then uh... let's just wait for it until it turns solid blue but uh... eventually it will turn solid white since it has, I mean, it, you know, when the router is ready for setup, the light will turn solid blue. But once an internet connection is detected, the light uh, will start blinking white and then transition to solid white to indicate setup is complete.
16:00
Speaker 1
All right, okay. So now it's a solid blue. Now it's a flashing white. Now it is solid white. Okay.
17:00
Speaker 2
All right, sir. It's not detecting an an internet. So let's just wait for it to turn in a solid white. All right, sir. Let's give it at least 30 seconds, sir. All right. All right, sir. So let's uh try to reconnect your phone to the. [silence]
18:00
Speaker 1
[silence]
19:00
Speaker 2
to Wi-Fi. On your phone, you go to your Wi-Fi settings, and then you look for the default Wi-Fi name that is indicated on your parent node. It's connected. Okay, so let's try to refresh the browser. Let's go to the browser again and then refresh the website. I'm sorry, it's still the same error message. Okay. About this, uh, on the address bar, you type in 192.168
19:00
Speaker 1
Yes, yeah. Yes. Yes. which start type. This the one, one, one. is not private. Show details. Thanks for watching.
20:00
Speaker 2
Yeah, type in on the Address bar one nine two. [silence] R sir, uh did you already type in one nine two? All right, so 192. 168. dot one dot one. Uh huh. Okay. So this connection is not private. Is there an advanced option? You know, show details.
20:00
Speaker 1
No. No. Is the thing go back? There's no option to proceed, no. Yeah, let me get my laptop. My route. It's saying the IP address cant be found, is not working. say this site can't be reached, my router .local can't be reached. [silence]
21:00
Speaker 2
uh, hey h...yeah, hi p colon, double forward slash myrouter.local [silence] I'm sorry. [silence] oh I'm sorry, now myrouter.local. Um Myrouter.info [silence]
22:00
Speaker 1
like that for password is that the driver for the blog for that h parent modem yeah on second saving your configuration and checking the tablet disable wait as we download and reset your device the led will turn bright okay i can see
23:00
Speaker 2
uh yes sir the the parent node use the the default Wi-Fi password uh oh right okay so if you're now on the linked page you know you can email come up must so the first like what you must have set network uh so you call this thing that we told you to
23:00
Speaker 1
Yep. On the per load. Yeah. Yep. Okay. Yeah, I like it. [silence]
24:00
Speaker 2
Alright, you can see the, like the dashboard, OK, that's good, OK, so, um, are those, I mean, is your child node, still solid blue light, alright, sir, so here's what we're going you to do, um, in order for us to add that child node, uh, we can use the pair button on the parent node. Yes, so there's a pair button on it, right? OK, just press it once. [silence]
24:00
Speaker 1
What should I do now? Will I see that on my dashboard? Will I see that on my dashboard? Okay. Oh, yeah. Now it's both the child node has a flashing white,
25:00
Speaker 2
All right. So let's just wait for it to communicate with your child node until it finds your child node and add it to the network. I'm sorry? Ah we're going, we will be able to see that one later on once the child is added. Okay. Give it some time. Sir.
25:00
Speaker 1
They're both. the parent node is still flashing white, but the child node is solid white.
27:00
Speaker 2
How is it? Okay, sorry, that's good to hear. All right, so we have successfully added a child node to the network. So, uh, currently your parent node is still in um is still pairing mode. So it's probably still looking for a child node. So um what we're going to do now, sir, we're going to add the second child node. So can we
27:00
Speaker 1
yeah it's next to it next to it and it's also come up on the dashboard uh yeah the child the child node is like 10 centimeters away from the parent node oh no I've not I've not turned the second one on I'm just gonna let's just do the first one now yes correct yeah
28:00
Speaker 2
Bring it near the parent node, please. Oh. Okay, that's good to hear, sir. Uh-huh. And the second child node is now blinking white? Oh. Okay, okay. Got it, sir. So right now the child node is now a solid white, right? There we go. [silence] So what now, sir?
28:00
Speaker 1
Solid white. yeah. Okay, so, I can take it upstairs. So, I. Yeah, I can unplug it right? OK, what is everyone going to go to upstairs? talking.
29:00
Speaker 2
sold as white. Okay. All right, that's good. We can now proceed in relocating your child node. Yes, sir. Just ensure that it's within um 30 to 50 ft away and it's placed in an open area. But anyway, the child node Yes, sir. Exactly And then let's try to refresh the page. That's right. to the program. We should make this All right. [silence] Yeah, that's for the cops. Actually, uh, yes. Yeah, uh, the cops came back. Hey, uh, let's do that again to keep the cops at bay. Let's do that again.[silence]
29:00
Speaker 1
It's a solid blue. Like, OK [silence] It's a solid white light now. Okay. [silence]
31:00
Speaker 2
All right. 30 seconds just to make sure that it will remain a solid white. So we need to advertise the model and be unplugged from the power. Hold up. [silence]
32:00
Speaker 1
Solid. White and on the dashboard, it's coming up with green as well, but it says update firmware. Should I click on that? Okay. Okay. Is this not working? Okay. How do I check? How do I how do I check if the speeds are What, like, how do I check if the speeds are good? Like if it's good speed in my room.
33:00
Speaker 2
and we'll just wait for all the two minutes of that time already then i'll after two minutes we move the fourth try again on that folder and we'll wait on it before training okay that's good to hear sir yes so right now we have successfully um you can do it later on sir because uh... it would probably take a couple of minutes all right so it's i yes sir it's uh working fine and we have successfully added your child now all right so is there anything else oh sorry [silence]
33:00
Speaker 1
fast.com. Yep. So I'm next, I'm right next to the child node and it's 170 and BPS. My plan is one gig, one one GBS. 170
34:00
Speaker 2
So, um, you can actually go to a, uh, website and then, um, you know, open a browser and search for fast.com. And, what's your, um, so what you're paying for or what's your subscribe speed, sir? Mm-hmm. Mm-hmm. Okay. Uh, what's the speed again? I'm sorry. 170. Um, for your setup, sir, that's quite already, um, sustainable. [silence] And then if you look at that, um, fiber one gig, um, in the network, um, up and down, [silence] and then the ping is 30 ms in all the networks inside using the fiber lines. What we mean with that is, um, if you're on a fiber line and your computer's connected to the fiber line, [silence] the latency should be, um, more like, um, like 30 ms because our equipment and the last mile equipment and your equipment are all connected at gig speed. Mm-hmm. Interesting. So, what are you testing on this? Are you using a wireless router? Computer? Broadband router? What are you using? Could you describe that? What are you using, sir? [silence] Oh, it's a test. Is with a landline connection. It's a landline. [silence] ISP. So that's your landline speed. Which one? The 17? [silence] Yes, sir. [silence] Oh, with split routing, you've got a DSL. Right? There's no way you can get this speed with a landline. 170 MDS DSL? Impossible. [silence] Just schedule a date that the technician would visit your place. [silence] So, what you're paying for internet access is for what? For what, sir? For internet, maybe dial-up or something similar?
34:00
Speaker 1
right, okay um yeah that's it, thank you very much for your help thank you thank you too, Dylan, pleasure bye
35:00
Speaker 2
you're getting a good signal already, but just give it some time, Sir. It's probably still, you know, um configurating and rebooting your connectivity with or communication between your parent and child node. So give it at least uh 24 hours to stabilize the connection. All right, Sir. All right, Sir, you're very much welcome, Sir, and thank you so much for calling lances. Have a great day, Sir. Take care. All right, bye-for-now.
35:00