V2 Rubric Detail — 53fd73ce-76bc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 08:51
Duration
24m 15s
Contact
Peter Gray
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135750
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall44.8% (-11.2)

V2 Grader Summary

The agent incorrectly applied the 5-Press method to an SPNMX20, which is a Cognitive Mesh model requiring the Pair Button method per KB. Despite temporary solid blue lights, one node failed post-relocation, indicating unstable pairing. The resolution was incomplete and technically inaccurate, downgrading R1, R3, T2, and T3. No auto-zero is warranted as no critical compliance failure occurred.

V1 Case Analysis

Customer added two SPNMX20 child nodes; performed reset and 5‑press pairing (incorrect method) but nodes paired and are now solid blue.

Troubleshooting Steps
  • Factory reset each child node (hold reset until blue light)
  • Attempted 5‑press pairing on parent node
  • Observed LED status changes
  • Relocated nodes and verified solid blue status
Key Observations
  • Agent gave the 5‑press pairing method, which is not supported on SPNMX20; the correct method is the Pair button.
  • Agent included off‑topic remarks about location and background, which added unnecessary chatter.
  • Agent did not collect customer name, email, or perform a warranty lookup.
Positive Highlights
  • Collected serial numbers for both parent and child nodes.
  • Guided the customer through a successful reset of the child nodes.
  • Confirmed that both child nodes are now showing solid blue LEDs.
Agent Errors / Gaps
  • Provided incorrect pairing method (5‑press) for SPNMX20 model.
  • Did not use the Pair button method required for this product family.
  • Failed to collect full customer identification (name, email) and warranty status.
  • Off‑topic discussion about agent location.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed both nodes reached solid blue initially, but one reverted to red after relocation; agent did not verify stable mesh integration via admin interface or confirm final stable connection post-relocation.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided reset and 5-press sequence but failed to confirm parent node model compatibility — SPNMX20 is a Cognitive Mesh model requiring Pair Button, not 5-Press; incorrect method applied despite troubleshooting steps.
R3 Not Met Correct resolution path conf 95%
Agent used 5-Press method on SPNMX20, which is incompatible per KB; correct path was Pair Button method for SPNM series; agent misidentified resolution path based on model.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red-flashing symptom and asked about LED states, but failed to diagnose that SPNMX20 is not a standard MX2000 and requires different pairing logic.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal guidance without using available tools: did not direct customer to http://myrouter.info (correct for SPNM) to verify node addition or check topology.
T3 Not Met No misinformation conf 95%
Agent instructed 5-Press method on SPNMX20, which is invalid per KB (universal_mesh_node_management.md and universal_mesh_full_rebuild.md specify Pair Button for SPNM/LN series); also mentioned non-existent 'solid pink' LED.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but allowed long silences, repeated instructions, and did not correct course when method failed; lost momentum during LED confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to adapt when customer expressed confusion about 'Viber press' and lack of online documentation; missed opportunity to clarify Pair Button vs 5-Press.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, referenced prior ticket, and did not transfer; stayed engaged until customer ended call.
O2 Partially Met Proactive follow-through conf 80%
Agent advised relocation and offered callback, but did not set timeline or confirm final node status; one node turned red post-move with no follow-up step provided.
O3 Met Closure confirmation conf 90%
Agent referenced customer’s name (Peter Gray), serial numbers, and prior contact; avoided re-asking documented details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope despite incorrect resolution path.
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 75%
Agent was polite and thanked customer, but showed no empathy for frustration with confusing online guides or repeated resets; remained transactional.
X2 Partially Met Tone & rapport conf 70%
Agent maintained steady tone but did not adjust pace or explanation depth when customer questioned method validity; missed cues of skepticism.
X3 Partially Met Overall experience conf 80%
Agent required customer to repeat serials and perform multiple resets; could have minimized effort by confirming model early and directing to correct method.
Call Transcript48 turns · 49 lines
Speaker 1
Oh, hi there. Yes, I've got some slave routers and I don't know how to set them up and all the stuff online seems a bit confusing. So, I wonder if you can help me. Yeah, adding two child nodes. I've got them both powered up and I'm sitting next to the main router, which I think is the first step. So, I'm sitting here and tell me what buttons to press to get them to connect to the main router.
00:00
Speaker 2
Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Obie, how can I assist you? [silence] Um, yes sir. I will really do all my best to assist you. [silence] May I know if your concern is you are adding a child node to your existing network? [silence] Um, Yes sir, but before we proceed, okay? To add a child node, I need to like [silence]
00:00
Speaker 1
no it's new they're new they're new yeah um it's community fiber so it's MX MX 20 I think where is it yeah SPNMX 20 and and I'm told that that is a link in this MX 2000 so that's what I've got MX so I've got so I've got MX model MX 2000 which are identical as far as I can tell.
01:00
Speaker 2
asked you first to assess you better here so this child knows that you want to connect or add is this working fine before or is it a new child node it's a new child node and what is the model number of the main node hmm it's at the bottom you can check it at the bottom of the parent node itself spnm x20 Oh
01:00
Speaker 1
No mx20. Mx 20, yes. I think you've actually got that information. 079 18107393. that probably is yeah. The uh the serial number ends 01841 of the main node. That's correct. That's me. [silence]
02:00
Speaker 2
current current current node is MX-2000 or just MX20, what's the serial number of this MX-20? Okay. Have you contact us before, sir? Can I have your phone number? 079181707390. Okay, hold on. Let me check if there's like an existing ticket or case here. Okay, hold on. Okay. Okay. Okay. This is under Peter Gray with the email address peter.g@gray.com.vn
02:00
Speaker 1
Correct, yeah, the model number of the main node is SPN MX20. That's correct, yeah. No, no, no, I bought them, I bought them online, I rang you up and asked about this and you said get the get the same model which is the, apparently MX2000. That's what I was told was the same.
03:00
Speaker 2
Okay, so I can see it here. Yes, the model number is. SPN MX 2CF. The model number of the main node. Yes, 2 0- There's like CF, since this is provided by community fiber. And this child no. Um, And this child no that you're going to add, sir, were also provided by community. Fiber. The same model number.
03:00
Speaker 1
Yeah, MX-2000 apparently is the same as MX-20. Is that correct? That's what I was told last time. Uh, I can. Whoa. Uh, hang on a minute. Serial number. Oh, dear. I think I better get my glasses. It's written in too small writing. So I'm gonna get my glasses and, yes, I got two because, uh, I'm, uh, the house is quite big, so, so I wasn't sure if one would be enough. So we just want to add these as child nodes and, uh, hopefully then we'll have internet everywhere all over the house. Yes, so the first one then, I'll hang on to maybe
04:00
Speaker 2
Yeah. Can you provide-yes. Uh can you provide to me, sir, like one of the serial number of the child node? Thank you, sir. Uh-Currently-I um. I'm-uh-is it okay if I look through the notes, sir? Umhm. Are youe-I take your time. Exactly, yes, sir. Okay, let me repeat 5010 M 29c, 249. 80. Okay. Sir, just give me a minute. Let me check the serial numbers. Stay on the line. And then again, this nodes this new child nodes were provided by community fiber.
04:00
Speaker 1
is the equivalent to the community fiber MX 20. That's what I was told. Correct, yes. They look the same. They look I bought I I bought I bought them online. Uh no, I got them I I got actually got them on eBay. Mhm about two two days ago. three days ago. Now I can give you the the serial number of the other one as well. Oh 24980 the other one is is the same code except it's 24979 at the end. I just did 24979. [silence]
06:00
Speaker 2
So, the model number is MX2000. Okay. Where did you purchase this one, sir? Exactly. Amazon? eBay. And where did, when did you purchase this one? Two days ago. Okay. Thank you, sir. Yeah. Can you provide to me the last five digits? [silence]
06:00
Speaker 1
Yeah, and the other ones two, 4980. yeah, so the two are the same. there's the two consecutive numbers, um, you know, from, from the pair that i bought, okay? Okay. Parent node is blue. Yes? Currently about two feet. Yeah, I can put put them next to it if you want. There we are. Right, they're now right next to it.
07:00
Speaker 2
2 4 9 7 9 okay sir let me uh because I really cannot hear you yes exactly mhm yeah exactly sorry cuz just that the line is not clear okay just give me a minute sir let me just check this one thank you sir and okay what's the light indicator on the parent node solid blue and it's working of course correct okay and how close are these two child nodes from the parent node 2 feet can we move it a little like much closer sir yeah thank you for that sir [silence]
07:00
Speaker 1
no no not done anything with them just put the power on and put put them next to the other router that's all I've done and call you red flashing [silence] oh they're powered up yes so power them up
08:00
Speaker 2
Okay, and like, did you already reset these nodes, these child nodes? Okay, and the light on the child nodes are on what color? Red flashing. Is it directly connected to a direct power source? Okay. So, how about this one, sir? Let's reset, 'cause it's right now blinking red on the MX 2000. Okay, let just reset this one, sir. And this is the proper way to reset. There should, there's no time limit. So as you press and hold the reset button of the child node, kindly observe the light at the same time. The light will blink red continuously without any pause. It'll never turn off while you're holding the reset button. After releasing the reset button, the light will flash blue for a few moments. This process allows the child node to reset properly. Okay?
08:00
Speaker 1
okay, the light's gone out. i'm still holding the reset button. and it's gone blue. so I release that. okay. okay. yep, doing that. it's gone out.
09:00
Speaker 2
head the light will turn off the moment you see the blue light then that's the time to let go of the reset button. Okay. Okay. You can inform me what's happening to the light so I can guide you sir. The the mode. Okay. Kindly let go. Yes, kindly. And then reset the other child note as well. Just the same way. Press and hold. the
09:00
Speaker 1
And the lights gone blue. Yep, yep. So they're both blue now. And now, actually, the first one is blinking blue. And now the second one is blinking blue. They're both flashing blue at the moment. [silence]
10:00
Speaker 2
okay. Did you already see the blue light? Okay, let's go. Mhm. Okay. Let me know once the light is on solid red or solid pink or solid purple. Okay.
10:00
Speaker 1
So one of them, one of the first ones gone to purple. Um, the second one is still blue flashing blue but that was the second one I did. Okay. Yeah, they're both purple now.
11:00
Speaker 2
right now what's the color okay okay let let's wait until the other one it will turn the same color on the other child node okay good and let's uh this child node sir the fastest and easiest way this is called the five press you need to apply the five press to the main node the parent node cuz it's working so this is how you're going to do the 5-press on the parent note's reset button you need to press it for a quick second and then let go do it for five times so it should be pressed really [silence]
11:00
Speaker 1
Okay, so I've done that.
12:00
Speaker 2
press, release the reset button of the parent node five times. Five times. That's right. yes. Uh, so press the reset button of the parent node for a quick second. So press and then release just for a quick second, do it for five times. Done with the five press. And then what's the parent node's light right now? It's never changed. So it did not blink or it's just staying on a solid blue light. yeah, it could like blink
12:00
Speaker 1
still purple [silence] Oh, hold on a minute. Yeah, I'll just do it again. Hang on. Right, so now it's blue blinking on the main node. [silence]
13:00
Speaker 2
Actually, we're not doing a reset. We are not resetting the parent node because of course you will lost connection. So just pressing for a quick second the reset button. So press for a quick second and then let go. So we're not resetting actually the parent node. But how about the child node now? So can we do the five press again, sir? Okay. Okay. Five press against sir. That's great.
13:00
Speaker 1
yes on solid blue light and then uh one of them on the child node has gone red blinking the other one's gone purple blinking or they're but both are now red blinking Yeah, okay. Umm [silence]
14:00
Speaker 2
And then let me know it it's on solid blue light. Okay. That's good. Oh, that's good, sir. It means it's responding to the fiber. It's now connecting to the parent node. Let's just give it three to six minutes for the child node to connect. Okay, you can just observe it and wait or you can just do some stuff right there. So under the phone number, you see the HTTP server. Can you see the max number easier here? Feel on the equipment and then click on administration. [silence]
14:00
Speaker 1
Where are you based, you're in the UK or are you in the Philippines or something? Yeah, I thought you sounded as Philippines, yes, Well, a lot of people outsource to the Philippines, I don't, I don't know why, why that is. Yes, yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. That's the idea. Yeah, but presumably they need to link up first and get all of the data synchronized so that they're, you know, showing on the same network. So, I did look it up online, but there was no mention of this Viber press. There seemed to be.
15:00
Speaker 2
Offshore? Oh, offshore Philippines. Philippines, sir. Yes, correct. You're good. Your guess is good, sir. Guess it's your height. It's me. So after we successfully add this child node, sir, I'm sure you want to relocate this one or place this one somewhere around the house. Okay. Yeah, of course. To extend the Wi-Fi. and . Exactly
15:00
Speaker 1
All sorts of different methods and uh I just found it so confusing which is why I've run you so yeah so so the first one I did has gone solid blue ..um and then the other one still flashing red Now the first one's gone back to red The second one's gone to solid blue Um the first one's gone to solid blue And the second one seems to be staying on solid blue Okay
16:00
Speaker 2
Yeah, good saying you contact us here [silence]. And you can always give us a call for assistance, sir. Uh huh. Uh huh. Mhm. Uh huh. Uh huh. So uh, just to confirm, uh-huh. Everything ready. That's correct. Let's just give it like a minute or two to check if it stays on a solid blue light or not.
16:00
Speaker 1
Yes, that's still solid blue, yeah. Yeah, it's on a solid blue light, so everything at the moment is solid blue. That's right. Yes, yes. They're going to be on, well, actually one of them's going to be on the ground floor, but moved further back into the house, and one of them's going to be on the first floor to to cover upstairs. That's that's the idea. Yes.
17:00
Speaker 2
But parent node staying on a solid blue light. So good thing it's in a solid blue light right now. Okay, but I really want to make sure it stays connected. Okay, if it's staying on a solid blue light or not. Okay, perfect, sir. Yeah, it's been added. So this child nodes will be on a different floor, where the parent different flour, sir? Um, okay. Oh yeah. So we are going to relocate the child nodes, one at a time. Okay. So, relocate, uh, of course it's up to you where to relocate,
17:00
Speaker 1
Yes. OK, so I'm going to turn the first one off. And then I'm going to unplug it. Hold on a minute. So I'm just taking this one, the first one to its new location. OK. So do you want me to power it up?
18:00
Speaker 2
This is the way to relocate. kindly power off the power switch of the child node before you unplug its power adapter OK so relocate it one at a time. the reactions and information. Mhm. OK. [silence] I plug it in, then power it on.
18:00
Speaker 1
Yeah. That's gone straight away to solid blue. I don't know. Okay.
19:00
Speaker 2
So it will blink again because it will reconnect back to the parent node. So you can also relocate the other child node. The same thing. Power it off and unplug. Okay. [silence] All right. So once it's reconnecting to my Wi-Fi. Can you see the Wi-Fi? That's weird.
19:00
Speaker 1
Okay, so that one's relocated. Okay. [silence] Okay.
20:00
Speaker 2
yes sir yes sir you can hear water and you may try to blow down your okay just so you can white coffee you're off by the one then I'm sorry so you relocated the last child node so we're just going to wait until both child node is on solid blue light so you can check the first one you
20:00
Speaker 1
yeah so the first one is now solid blue oh wait it's it's gone it's gone red again the first one's gone red um well it's just directly through the floor so probably about five meters maybe six meters yeah but through a wooden floor not a not a concrete floor oh it's actually actually gone solid blue now this one okay let's go down to the other one
21:00
Speaker 2
Uh, it's directly, uh, it's directly up above the parent node. Uh-huh.
21:00
Speaker 1
The other one's blinking red at the moment. Maybe I'll just bring it around the corner because wonder what that's for. Make sure the door is open. I don't know what the range is that you need on these things again it's about maybe this one's a little bit further maybe six meters. Oh, it's that far. Is it? OK, no, none of them are that far. It's gone solid blue now.
22:00
Speaker 2
All right. All right. So, again, what's a very long self life? Hmm. Yes, still trying to connect. Don't worry. Your intake number is still the same as LDS 217 before because I have already received this connector. Yeah, you can just go up to 12 m (40 ft) away, 20 m (66 ft) away. Yeah. But, of course, good. But of course, if you notice that like further away, the connection is kind of slow. So you can like, [silence] huh, since there has to be a very strong connection, please don't message whenever, whenever you're in a farther far away. Ah, [silence] audio, yeah?
22:00
Speaker 1
Yes. Yes, I understand that. Yes. Yes. I think I think no, no, that's all. Thank you very much for your help. That's really helpful and easy, easier to do, but the reset five times is not on the Internet. I couldn't find it on the Internet that method. Okay, good. Silence.
23:00
Speaker 2
Play around the nodes, like just move it further away from the parent node. So all you have to do is power it off and then unplug and relocate to a different area. Okay. But then of course, sir, if you need assistance, you always, you already have a record here. You can always give us a call back. Okay. Everything is good right now. Okay. So, it's easy to add. Thank you so much for your patience and cooperation, sir. Anything else? You're welcome. Enjoy. Yeah. Yeah. Ah, do not, yeah, yeah, actually, yeah, sir, you cannot. Good thing that you contact us so I was able to walk you through. I was able to guide you how to do the five press. Actually, it's not resetting. It's very different. It's just five press. So, press, yes. Yes, sir. But no worries. If you need assistance, give us a call.
23:00
Speaker 1
Okay then. All right, thank you very much for your help. And you, bye-bye now. Bye bye.
24:00
Speaker 2
simply provide your phone number to pull up your record, okay? You're welcome, have a nice day. Bye, sir. Bye-bye.
24:00