V2 Rubric Detail — 50111c7e-7a14-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:58
Duration
8m 38s
Contact
Maryan Rahman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136183
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall61.5% (+5.5)

V2 Grader Summary

The agent correctly identified the SPNM6x model and the need for a web-based setup via myrouter.info. However, the agent provided an incorrect reset duration (30 seconds instead of the KB-specified 10 seconds) and ended the call without verifying if the node was successfully added, leaving the issue unresolved. While the agent demonstrated ownership and appropriate communication, the lack of diagnostic questioning and outcome confirmation resulted in an unresolved case.

V1 Case Analysis

Customer needed help adding a child node (SPNM6) showing a red light. Agent advised factory reset (30s) and web UI setup via 'Set up a new product' but omitted Pair button method. No confirmation of success.

Troubleshooting Steps
  • Advised that the Linksys app is incompatible with SPNM6 models; use a laptop/computer.
  • Directed customer to local router UI (myrouter.info).
  • Instructed to factory-reset the child node (hold reset ~30 seconds).
  • Guided to the 'Set up a new product' menu option to add the node.
Key Observations
  • Agent correctly identified SPNM6 model and app incompatibility.
  • Provided correct local access URL (myrouter.info).
  • Omitted the required Pair button pairing step for SPNM6 nodes (velop_child_node_setup.md).
  • Advised incorrect factory reset duration (30s vs. 10-20s per universal_factory_reset.md).
  • Did not verify LED state or successful node addition before ending the call.
Positive Highlights
  • Correctly identified that the Linksys app cannot be used for SPNM6 models.
  • Provided the correct local access URL (myrouter.info) for SPNM6 devices.
  • Directed the customer to the appropriate 'Set up a new product' menu in the web interface.
Agent Errors / Gaps
  • Did not collect product serial number.
  • Omitted the required Pair-button step for SPNM6 node pairing (velop_child_node_setup.md).
  • Provided incorrect factory reset duration: 30 seconds instead of 10-20 seconds (universal_factory_reset.md).
  • Did not verify that the child node achieved solid blue state before instructing web UI setup.
  • Failed to confirm resolution or node status after the procedure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended without confirming the child node was added or the issue resolved; customer was left mid-process.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed factory reset and use of web interface but did not perform diagnostic questioning (e.g., prior usage, LED state beyond red) before prescribing action.
R3 Met Correct resolution path conf 90%
Factory‑resetting the node and then adding it via the web UI is the correct path for a SPNM‑type child node.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED as symptom and inferred need for reset, but did not ask targeted questions to confirm prior usage, pairing history, or physical placement—limiting diagnostic depth.
T2 Met Appropriate tools / resources used conf 95%
Issue was resolvable using only customer-side actions (reset, web UI); no remote tools or logs were necessary, and agent correctly relied on documented procedure.
T3 Partially Met No misinformation conf 100%
Agent instructed a 30-second reset, but KB (universal_mesh_full_rebuild.md Section A) states to press and hold for 10 seconds for SPNM60/62. This is a material deviation from the authoritative reference.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but failed to set clear expectations, had multiple unexplained silences, and did not structure the interaction with a clear beginning, middle, or end.
C2 Met Confirmed understanding conf 95%
Agent clearly explained why a laptop was required instead of a phone and used accessible language when describing steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for guiding the customer through the reset and setup process.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (reset, wait, press next), but did not specify a timeline for success or offer a callback/confirmation step; left customer to self-manage outcome.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this standard node-add issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered no acknowledgment of customer effort or frustration; interaction remained transactional without empathy markers.
X2 Met Tone & rapport conf 90%
Agent adapted tone to customer’s pacing, responded to questions clearly, and maintained engagement despite technical interruptions.
X3 Partially Met Overall experience conf 90%
Customer had to obtain a laptop despite asking about phone access, increasing effort; however, this was technically necessary and explained.
Call Transcript14 turns · 15 lines
Speaker 1
Hi can you tell me how to connect a child node to the router please it says spn m6 Oh okay one thing can you go one second please
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Evan and I'll help you today. What's the model of your router? All right. First and foremost, you cannot use your Linksys app for this specific model since it's not compatible. You need either a computer or laptop to access the router settings. If you're going to yes, any laptop or computer. One Stellar W430a. Right.
00:00
Speaker 1
One second. I'm just getting the laptop. Sorry. Can I do it from my phone, from Safari? Oh no. Okay, sorry. One second.
01:00
Speaker 2
once you're in your lynx access. You just. [silence] No, it's only accessible through a laptop or computer.
01:00
Speaker 1
Right, sorry about that. Yeah, I've just got it on now. Thank you for waiting. Um, so do I need to go to the links, his website or…? Say it again, sorry, what website? [silence]
03:00
Speaker 2
Alright, once again, you need either a laptop or a computer. Yes, you just need to search my router info. And from there, it will ask for your my router info.
03:00
Speaker 1
Is the route just the Wi-Fi router, yeah? Oh.
04:00
Speaker 2
And, from there, it will ask for your router password, and you need to put in your router password so you can log into your router settings.
04:00
Speaker 1
Yeah, it says connected. Um, yep. Um, no. It says your router's Wi, FI will briefly turn off and then on again if you lose connection reconnect to finish set up. Oh, it's still on that loading page that says saving changes. Do you know what I'm talking about?
05:00
Speaker 2
Are you now in your linksus web interface? [silence] You need to find an option at the top that says menu. [silence] Yes.
05:00
Speaker 1
Yeah, yeah, I put that in and then I was pressing next. Okay, it says here.community fiber 12946 is ready. Scan QR code or use app and press done. Okay, yeah, I found menu then. Yeah. Yeah? Yeah. So what do you mean? Press next. Wait, do I have to start the child mode before I press next, right? Because right now it's a red light. It's not a blue light.
06:00
Speaker 2
Before you entered my router info, did you have to log in? [silence] Is your laptop? [silence] All right, in the menu at the left side, you just need to click set up a new product and from there, you are able to add your child node. And that's all. [silence] Yes. you need to factory, reset the child node. you need to factory reset the child node by holding the reset button for 30 seconds. Once the 30 seconds has passed, you let go of the reset button, wait for your child node to reboot, and once it successfully reboots, then you follow the guide guide on adding the child node in the Lixsys web interface. No, you need to wait for two to three minutes until the node finishes rebooting.
06:00
Speaker 1
Okay. And when it's finished, it will just be a solid blue light. [silence] Okay. [silence] All right. That's fine. I'll do that. Thank you. Hello, Andy. [silence]
08:00
Speaker 2
Once that's done. Yes. Once that's done. Then follow the guide on the linksys web interface. It will ask if your node is solid blue, then you just press next. And from that point on, the web interface will find the child node for you. All right. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now.
08:00