V2 Rubric Detail — 45eab33c-60e6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:55
Duration
5m 13s
Contact
Alexander Wong
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132405
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up and wanted to add child node

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-41.5)

V2 Grader Summary

The agent collected basic information but failed to perform any meaningful troubleshooting, provide correct setup steps for SPNM60, or use required tools like myrouter.info. The interaction lacked ownership, structure, and empathy, ending with the customer disengaging. No resolution was achieved, and all core indicators reflect a complete failure to advance the case.

V1 Case Analysis

Customer unable to add SPNM60 child node via Linksys app. Advised to place node near main router for initial pairing. No reset or app troubleshooting performed. No follow-up scheduled despite customer request.

Troubleshooting Steps
  • Collected serial number, name, and email
  • Advised to place the child node 2–3 ft from the main router for initial pairing
  • Explained that the node can be relocated after successful setup
Key Observations
  • Agent did not follow the SPNM60 mesh-node reset and pairing procedure from the KB (factory reset, pair-button, or 5-press method).
  • Call ended without confirming resolution or scheduling a callback as requested by the customer.
  • No HappyFox case was created or referenced despite collecting customer and device details.
Positive Highlights
  • Collected essential device and customer information (model, serial, name, email) accurately.
  • Provided correct guidance that the child node must be near the main router for initial pairing, per KB recommendations.
Agent Errors / Gaps
  • Failed to perform or instruct the customer to perform a factory reset on the child node, which is the first step in the KB for SPNM60 pairing.
  • Did not verify whether the Linksys app was showing an error message or if the node was detected but not added.
  • Did not use the pair-button or 5-press method as required by the KB for SPNM60 mesh setup.
  • Did not schedule a callback or follow-up despite the customer’s request at [05:00].
  • Did not create or reference a HappyFox case after collecting identifying information.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer asked how to add a new node and integrate it via the app; agent did not complete any setup steps, confirm resolution, or guide through pairing process.
R2 Not Met Diagnostic thoroughness conf 90%
Agent collected serial number and contact info but performed no actual troubleshooting — no reset instructions, no app guidance, no verification of current network state.
R3 Not Met Correct resolution path conf 90%
Agent failed to follow documented SPNM60 node-addition procedure (reset, pair button, web UI at myrouter.info), offering only a partial best-effort suggestion instead of correct path.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask targeted questions about app error messages, current node status, LED behavior, or prior setup attempts; root cause not investigated.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not direct customer to http://myrouter.info (required for SPNM60 setup) or troubleshoot app connectivity, despite clear need.
T3 Met No misinformation conf 85%
Agent correctly stated that the child node must be placed near the parent router initially for pairing — consistent with KB guidance for SPNM60.
Communication
C1 Not Met Clear & professional language conf 90%
Agent provided no framing, set no expectations, failed to maintain control, and allowed call to end abruptly without transition or closure.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not confirm understanding, adapt to customer’s confusion about relocation, or check comprehension after key points.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent took no ownership — no commitment to resolve, no offer to continue support, and no effort to prevent repeat contact.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up plan established; customer had to initiate callback, indicating lack of proactive management.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy, acknowledged no frustration, and remained transactional throughout, even as customer expressed confusion and disengagement.
X2 Not Met Tone & rapport conf 80%
Agent did not adapt to customer’s pacing or emotional state; failed to engage when customer questioned logic of placement, leading to disengagement.
X3 Not Met Overall experience conf 90%
Customer was forced to end the call and call back later, creating unnecessary effort; agent did not streamline process or reduce repetition.
Call Transcript9 turns · 10 lines
Speaker 1
Welcome to link support. Hi, I just ordered the child node, an extra Wi-Fi extender for my broadband, but community fiber. I just downloaded the app and I'm unable to set up the new Wi-Fi system, first of all, in the app. No, I think it's more just like before that happens, I need to set up my current Wi-Fi into the Linksys app. And currently, I don't have I just set up the account, so I need to add it in. But I'm unable to add existing Wi-Fi before I can add the extra node in. [silence]
00:00
Speaker 2
you are so welcome. Okay, How can I help you. Okay, I see. So you just wanted to add another node, right, to your system?
00:00
Speaker 1
Of the what, sorry, the existing one. Um, The community, you mean the router, right? Um, let me see. Uh, give me one sec. Hello? Can you hear me? So the zero number is 72. E for Echo. One zero.
01:00
Speaker 2
Okay, I see. I'm mad the serial number of your Linksys device, please. Yeah, the serial number. Yeah, the router, the Linksys router. Yep.
01:00
Speaker 1
M for Mill, two, B for Bravo, F for foxtrot, zero, seven, two, five, two. Alexander Wong. So, Alexander and then Wong, W-O-N-G. Alex IWF, W-O-N-G-A@outlook.com.
02:00
Speaker 2
OK. Just a sec. Can I have your first and last name, sir? I can spell it for me, please? Mm-hmm. Okay. And your email address. Will, I'll just, um, yeah.
02:00
Speaker 1
Literally says Linksys on the router. So how am I supposed to add the new node? So the current model is SPNM60, right? Is that the one you have on system? Okay, so let me check the other one. Yeah, but I need to move it eventually, right, away, because that's the whole point of having the child node is to be able to use it further away, right? So, when I set up though, like, I will be plugging it into the, the power outlet. So then, would I need to then un-unattach the power outlet then reattach it? Reattach it, okay, fine, but would that not um-pair that the, the system? So it would um-pair the system, so what what's the point of doing it so close? Oh, okay. Uh, pause. Yeah, yeah, I understand that.
03:00
Speaker 2
So you must bring the child node right next to the main router, or at least two to 3 ft apart from it to connect easily. Yeah, after you set it up, you can just relocate it after. Yeah. Well, to locate the router will, um, you know, like you cannot find the child node if it's too far, that's why you need to bring it closer for it to connect first and once connected it can really [silence]
04:00
Speaker 1
uh, actually, sorry, I've got, I've got another call coming. Can I call you back in a bit. Cool. All right. Cheers.
05:00