V2 Rubric Detail — 523fade6-8057-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:13
Duration
14m 48s
Contact
+447825381148
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137255
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall51.2% (-4.8)

V2 Grader Summary

The agent achieved a functional resolution with the child node turning solid blue, satisfying R1. However, the process was technically flawed: the SPNMX55 is an ISP-provisioned device requiring ISP-first contact, and the 5-press method is explicitly unsupported for this model per KB. The agent also referenced a non-existent 'solid purple' LED state, resulting in material technical inaccuracies despite the working outcome. Communication had moments of confusion due to unclear instructions and silences, but ownership and empathy were maintained.

V1 Case Analysis

Customer added SPNMX55 node to mesh. Agent used incorrect 5-press pairing method and referenced non-existent 'solid purple' LED. Node eventually showed solid blue. No verification of connectivity or ISP warranty guidance provided.

Troubleshooting Steps
  • Collected serial numbers for both parent and child nodes.
  • Instructed factory reset via 15-second reset button hold.
  • Guided through 5-press pairing method on parent node (incorrect for SPNMX55).
  • Advised waiting for LED to turn solid blue.
Key Observations
  • Agent used 5-press method on SPNMX55, which is not supported. SPNMX models require Pair button or web interface pairing per universal_mesh_node_management.md and universal_5press_models.md.
  • Agent repeatedly referenced a 'solid purple' LED state, which is not a valid status on any Linksys product, contradicting all KB references.
  • Agent failed to inform the customer that ISP (Gigafast Network) handles warranty and hardware support for SPNMX series devices per universal_support_contacts.md.
  • No verification was performed beyond LED state. Agent did not check DHCP client list, internet access, or mesh topology to confirm successful integration.
Positive Highlights
  • Collected serial numbers for both parent and child nodes, aiding case documentation.
  • Provided a ticket number (1-37-255) for future reference, supporting case continuity.
  • Maintained call control and stayed on the line throughout the process.
Agent Errors / Gaps
  • Incorrect pairing method: Used 5-press on SPNMX55, which is not supported. Correct method is Pair button or web interface pairing per KB.
  • Fabricated non-existent LED state: Claimed the node should turn 'solid purple', which does not exist on any Linksys product.
  • Failed to advise customer that ISP-provisioned devices (SPNMX series) require contacting the ISP for warranty and hardware support.
  • Did not verify successful integration: No confirmation of DHCP assignment, internet access, or presence in Instant-Topology after node showed solid blue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Customer confirms the child node is solid blue and expresses satisfaction: "It's solid blue now."
R2 Not Met Diagnostic thoroughness conf 93%
Agent skipped essential pre-pairing steps for SPNMX devices (factory reset verification, firmware check, Pair button usage), jumped directly to the invalid 5-press method, and did not verify parent node status via web interface.
R3 Not Met Correct resolution path conf 95%
Agent failed to recognize the SPNMX55 is an ISP-provisioned device (Gigafairst Network) and did not advise contacting the ISP first per KB, proceeding with unsupported troubleshooting instead of following the correct resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the flashing red symptom and initiated a reset but did not ask about internet connectivity, firmware version, or prior usage of the node, and misdiagnosed the LED behavior by referencing a non-existent 'solid purple' state.
T2 Not Met Appropriate tools / resources used conf 94%
Agent used the 5-press pairing method, which is explicitly unsupported on SPNMX models per KB (requires Pair button or web interface), and failed to direct the customer to http://myrouter.info for web-based pairing or diagnostics.
T3 Not Met No misinformation conf 96%
Agent instructed use of the 5-press method on SPNMX55, contradicting KB (Pair button or web interface required), and stated the node would turn 'solid purple', a non-existent LED state on this model, providing materially incorrect technical information.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call flow and collected information but long silences, unclear instructions (e.g., 'solid purple'), and failure to confirm understanding at critical steps disrupted smooth control of the interaction.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but introduced confusion with inaccurate terms ('solid purple', 'five press' on wrong model) and did not confirm customer comprehension after critical steps, risking misexecution of instructions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call without transferring, completed troubleshooting independently, and issued a ticket number (1-37-255) for follow-up, demonstrating full ownership of the case.
O2 Met Proactive follow-through conf 94%
Agent provided a clear timeline (3–5 minutes) for pairing completion and supplied a ticket number for future reference, establishing specific next steps with realistic expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first contact with support (confirmed by agent: 'This is your first time calling us support'), with no prior case history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed during the call, and none was warranted since the issue was resolved at the L1 level with the node achieving solid blue status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained polite throughout, used courteous language ('you're welcome', 'have a great day'), and responded calmly despite customer confusion, acknowledging frustration about LED behavior and dropouts.
X2 Met Tone & rapport conf 86%
Agent matched the customer’s conversational pace, responded promptly to updates (e.g., confirming reset progress), and kept the interaction moving forward without unnecessary digressions.
X3 Partially Met Overall experience conf 83%
Agent avoided re-asking questions but introduced unnecessary effort through long silences, repeated unclear instructions (e.g., ambiguous 'solid purple' references), and reliance on an invalid method (5-press) that could have been avoided with proper tool use.
Call Transcript26 turns · 27 lines
Speaker 1
[silence] Welcome to Links and Support. Oh hello. Um I've just got um a Link off one of my friends. Um I was just wondering if um I can't set it up. I'm wondering if you could help me out with that at all. I'd like to make sure it is like um could you get like um you get like a child node and a parent node, is that right? Or are they all parent nodes or child nodes? Um I've got two nodes. Yes.
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. This is Regina, I'm going to help you today. Mhm. How many Linksys devices do you have? Sure. Is it provided by your Internet service provider? Okay, so and this is your first time calling us support.
00:00
Speaker 1
Yes, United Kingdom. Mark Wilkins. No, mark spark, no mark kay Wilkins is W I L K I N S. No, no, four letters. M R, no M A R K Yes, Yep 07825, 381148.
01:00
Speaker 2
support right? And are you call in from United States? I see now may I know your first name and last name your. So M-I-K-n W-I-K-n W-I-L-k-n. Okay, thank you so much. Let me just verify your first name is just the three letters M-I-K. Okay, thank you so much for that and I need also your call back number so just in case this call will disconnect in the middle of troubleshooting and your email.
01:00
Speaker 1
Yeah, yeah, that's correct. Yeah yeah yeah, yeah.
02:00
Speaker 2
Can you provide the serial number to one of the nodes or the main router? Okay, five, five V-V-I-A-L-I-N, one zero M-M for Michael two three E-E for Edward. Zero three nine eight zero. Okay, so it is an SPN MX 55 from Gigafairst Network.
02:00
Speaker 1
so that that one's working. Um, but my so our internet our internet at our house is really poor and it's not in every room. So, my friends just gave me a never another node. Do you want to see your number to that one? Yeah, yeah, do you want to add, do you want to add another node to the system? That's all. 5. 5V. 10 M. 2B. 05407. Yeah. Correct.
03:00
Speaker 2
Now, what have you done so far, sir? Okay, yes. Okay, so your main router is working and currently set up. Okay, I see. Now, kindly provide the serial number of the node that you're going to add. Okay, so it's 55 V for violin, 1 0 M for Michael, 2 B for boy, E for elephant, 0 5 4 0 7. [silence]
03:00
Speaker 1
It's flashing red. it's about two feet away from, I'm in the same room as the, as the parent node, so yeah, it's about two meters, about two feet away. What do you mean, a power outlet from the house? Yeah, it's plugged in. Yes, it is, yeah. Should I better reset on it?
04:00
Speaker 2
Okay, this is also an SPNMX55. And what is the current light of this router? Blinking red. Okay, this time, family, move this one about one foot. Or two feet apart from the parent router. And if you can make it. Okay. And is it plugged in directly to the power outlet? Okay. Is it plugged in directly to the wall outlet? Yeah, that's good. Now, since it's blinking red, let's proceed to reset this router. And then, yeah. Yeah, kindly press and hold the reset button for about.
04:00
Speaker 1
[silence] It's gone off now, so keep it. [silence] [silence] [silence] Yes gone solid blue. Let go. [silence] [silence] Okay. It's flashing blue now.
05:00
Speaker 2
to 15 seconds but wait for the light just to blink then it will go off and turn to solid blue. So when it turns to solid blue. that's the time that you can now release the reset button. Okay, keep holding, keep holding. Yes, let's go. And let's just wait for the light to turn solid purple, okay? So keep on observing it. Yes, and then it will turn to solid purple. So the child corner is not provided.
05:00
Speaker 1
it's on my friend, yeah. so flash and blow, should it gone purple by now or not?
06:00
Speaker 2
A loan provided by big, a clear from your friend. Yeah, it will take two, up to four minutes.
06:00
Speaker 1
So, press the reset five times, you say? One, two, three, four, five. Yeah, it's flashing red. It's gone purpley- red now. It's flashing. Uh, no, it's still purple. Oh, yeah, it's flashing purple, yeah.
07:00
Speaker 2
Okay now to set up this one. Let's proceed to use the five press method. So go to the parent module, locate the reset button, then press release the reset button five times within five seconds. Yeah, five times within five seconds. Okay. And then observe if the child mode start blinking. And then press it five times. Okay, that's good. That's a good sign. [transcription error]
07:00
Speaker 1
Okay, Well, so yeah, because the the adult ones gone solid blue now, but the child one is still flashing. It's red, flashing red, is that right?
08:00
Speaker 2
it means it's setting up. So let's just wait. Observed. Uh, it will take, uh, three up to five minutes for the setup process. So let me know once the child modes turn to solid blue. It's okay. It's still setting up. [silence]
08:00
Speaker 1
[silence] [silence] [silence] [silence] [silence]
10:00
Speaker 2
Okay. Keep on observing it for one minute, and if this is steady blue, you may now proceed to relocate the child. Note, sir? Sorry? Yeah, that's okay. It's all part of the setup process. Just wait for a few secs. Huh? yes. Uh, you're welcome. Yes, and then let's proceed to relocate the child app and let's wait for that one to turn solid blue.
10:00
Speaker 1
Yeah, let me, wait one second, sorry. Yep, go an, uh, yeah. So 13755. Okay, cool. Thank you ever so much. Have a nice day.
12:00
Speaker 2
It's okay. You need to wait another three, up to five minutes, sir, for that one to reconnect. And now, while waiting, let me provide you a ticket number, so just in case you call us again, the next technician can quickly access your information. So are you ready to take down notes? Okay, so it's 1-37-255. Correct. Your welcome, Mike. And let's just wait for the, so let's just wait for the child note to turn solid blue. And then we, I'll do you..
12:00
Speaker 1
It's solid blue now. Yeah. Why... ...router fitting. Now and again turns red. Why would that be? And it turns back blue. No, it's been in about a year though. has been in for a while. And sometimes it turns red. Why would that be?
13:00
Speaker 2
OK, observe it for one minute because there is the possibility that it will blink red for a while and then turn to solid blue again. And so, it's still part of the setup process. That's why we need to wait three up to five. Yes, it is. Sometimes it turns red. It might disconnect to the network. It might needs to be rebooted or there's a power outage. But for the setup process, until it turns solid blue, it will turn solid red, the LED flash will stop and if the light is off, you may need to wait longer.
13:00
Speaker 1
Okay. Well, so I'm just trying to checkbox. Um, yes. Is that it? So that's it. Thank you very much for your help. Peace, bye.
14:00
Speaker 2
but right now it's a steady blue after it blinked red. Is it solid blue now? Okay. Okay, which means it's already shut down. So is there anything else? Go ahead. You're welcome, Mike, and have a great day. Take care, bye.
14:00