V2 Rubric Detail — 60bdf0f2-60cd-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 10:57
Duration
39m 47s
Contact
Abdulah Ali
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132382
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.75/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.7% (+3.7)

V2 Grader Summary

The agent achieved a successful resolution by getting the child node re-added and confirmed in the app. However, they used an incorrect method (5-press) on a model that requires the Pair button, provided materially inaccurate technical information, and missed the correct tool for the product, resulting in Not Met ratings for T2 and T3 and Not Met for R3 due to an inappropriate resolution path.

V1 Case Analysis

Child node stuck on purple after ISP change; performed 5-press pairing and reset, node rejoined mesh.

Troubleshooting Steps
  • Asked customer to place child node near parent and reset it.
  • Guided customer through the 5-press pairing method on the parent router.
  • Verified LED status changes and confirmed nodes appeared in the app.
Key Observations
  • Agent misidentified the product model and gave incorrect LED meanings.
  • Agent struggled with app navigation instructions, causing confusion.
  • Agent did not capture a clear serial number or verify warranty status.
  • Agent provided confusing, inaccurate steps for accessing Wi-Fi settings in the app.
  • Agent did not follow the standard mesh-rebuild procedure initially.
Positive Highlights
  • Collected customer name, phone, and email at [04:00]-[05:00].
  • Persisted through multiple attempts and eventually used the correct 5-press pairing method for Cognitive Mesh at [23:00]-[24:00].
  • Confirmed that both nodes were online before ending the call at [34:00]-[39:00].
  • Attempted to verify serial number despite initial hesitation at [02:00].
  • Recognized need to place child node near parent for pairing at [10:00].
Agent Errors / Gaps
  • Incorrectly stated model as 'SPM MX56' instead of SPNMX56 at [03:00].
  • Incorrect LED interpretation: purple = 'ready for shut up' at [03:00], contradicting KB which states purple is ready for setup (Velop) or blue is ready (Cognitive Mesh).
  • Provided inaccurate app navigation: directed customer to 'Wi-Fi settings > advanced' when the interface did not match the SPNMX56 family per KB at [07:00]-[09:00].
  • Repeated confusing instructions without confirming customer progress or app state at [06:00]-[10:00].
  • Did not confirm topology or device roles before troubleshooting mesh pairing.
  • Gave no clear summary after key steps, leaving customer uncertain about next actions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the child node was successfully added back to the network and visible in the app with two nodes ('you have successfully added your child node back to your network', 'you're now able to add your child note back to your network').
R2 Met Diagnostic thoroughness conf 90%
Agent performed relevant troubleshooting: verified LED states, instructed moving the node closer, reset the app, initiated a 5-press sequence, monitored LED changes, and guided through recovery steps.
R3 Not Met Correct resolution path conf 95%
Agent recommended 5-press reset on SPNMX56, which has a dedicated Pair button; correct path per KB is to use Pair button (led_cog_mesh_group_d_spnm60_62), making this an inappropriate resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (purple light, app freeze) and asked for model/serial, but failed to ask if the node had a Pair button or confirm mesh type, missing key diagnostic steps for accurate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used the app and attempted a 5-press reset, but skipped the required tool — the Pair button — which is documented for SPNM6x models; this omission directly affected accuracy and resolution path.
T3 Not Met No misinformation conf 98%
Agent stated 'ready for shut up' instead of 'setup', incorrectly claimed parent node was purple when it was blue, and advised 5-press on a model requiring Pair button — all material technical errors per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control and gave instructions, but had long silences, repeated unclear directions, and lost flow during critical steps like DFS navigation and reset execution.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not adapt to customer confusion (e.g., repeated 'go to advanced' without checking comprehension), and failed to simplify when customer struggled to find menu options.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, stayed on hold, and followed through until confirmation of two nodes in the app.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps (move node close, perform 5-press, wait 3–5 minutes), set realistic timelines, and confirmed completion with customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered brief apologies ('I'm sorry sir') but did not acknowledge customer frustration from repeated resets or app issues, nor express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a helpful tone but did not adjust pace or rephrase instructions when customer showed confusion (e.g., couldn't find DFS, unclear on 5-press timing).
X3 Partially Met Overall experience conf 80%
Customer had to close/reopen app multiple times, repeat steps, and perform unnecessary resets due to incorrect guidance, increasing effort unnecessarily.
Call Transcript56 turns · 62 lines
Speaker 1
Hi, I'm calling because, um, we recently switched internet service providers. and the link, the, the notes that we have in our place sort of work. Uh, for example, the one that I have, uh, linked to the router, um, it's blue and and it is perfect. However, the one that I have in my room to extend, uh, the internet range is purple, and it tells me to go on the app, and it tells me to reset it, and I've done that 10 times, but on the app, it didn't let me continue. It's sort of frozen. Um, so I'm not sure what to do.
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 this is Chi. How can I help you today? Hmm. I'm sorry sir. the parent node the one connected to your modem is it solid blue?
00:00
Speaker 1
blue but then the other one is purple too yeah yeah it was working fine yesterday in the night since forever since we bought it but then since we changed to EE um yeah it's yeah it's I don't know it's not it's purple and it's it's telling me to go on the app to reset the router I mean to reset the node but every time I go on the app it's so stuck it doesn't it doesn't let me continue uh so let me just see sorry give me a second
01:00
Speaker 2
, purples. How many notes in total do you have, sir? Two. So one parent and a child. Okay. So just to confirm, sir, this was working fine before, right? Mhm. Uh-huh. Mhm. Yes, sure. May I have the serial number of the parent note here, please? [silence]
01:00
Speaker 1
[silence] Yeah. Yeah. Yeah. Correct. Okay. Uh, I believe it was community fiber.
02:00
Speaker 2
uh-huh okay to say okay let me just read read it back sir 5 9 and uh N for Nancy W zero M for Mike 20 8D for Delta right 06 340. Okay let me just check on the parents notes okay you just changed provider from uh who's your old internet provider sir community fibers uh-huh okay
02:00
Speaker 1
I'm not entirely sure here. It was before. But we got the smart hub and that's plugged into the parent node via Ethernet cable. Yeah. Yeah. Model number is SPM MX56. Let me just check that.
03:00
Speaker 2
Mm-hmm. Are you okay? Okay, got it, sir. So, a solid purple light on the top of your child node, sir, means that it's ready for shut up. And no need for you to reset this node again, sir, unless it won't be able to reconnect. Sir, what is the model number of this node, sir, parent node? SPN MX 56. Okay. Your child node, sir, what is the model number?
03:00
Speaker 1
Yeah. Abdullahi Ali. Abdullah. a B D U L a H I and then Aly. Great. So a, are you in love with a ninny?
04:00
Speaker 2
Same, same thing okay okay so yes citizen Then I I believe um citizen this notes are bundled devices from community fiber but uh yeah we will go ahead and add this notes sir before we do that May I have first your uh first and last name I'm sorry uh can you repeat that sir please Abdullah Ali yeah yes sir How about your email address sir
04:00
Speaker 1
amin minh RQ Q BL uhharry dot DLI 1545 at gmail.com.
05:00
Speaker 2
Mm-hmm, mm-hmm? at Gmail.com. Okay, and let me confirm your phone number in case you get disconnected, sir, is it 710-401-0802? Yes. Thank you, sir. So, yeah, I was able to confirm, this is an SPN56. Okay, sir, on your Linksys app, since you mentioned you have the app and you tried adding the node using the app, right? Okay. Mm, okay. So can you close the app, sir, and then open it again so that you can have an access? Okay, let's go through this.
05:00
Speaker 1
Okay. I see ready to complete setup. Sorry. Should I prep? I don't want to continue setup. Okay. [silence] Yeah, I'm under a dashboard now. And now it says you're on content.
06:00
Speaker 2
close an open the app. okay can you quite the startup here? quite the set up yes okay he manned our back on the page on the main page the dashboard. okay so can you please go to the main dashboard on the upper left
06:00
Speaker 1
aren't connected to community fiber 10b check your Wi-Fi settings on your device okay, I'll do that now. Okay, okay, I've done that. Okay, I'm on the Dashboard now. Yeah.
07:00
Speaker 2
Oh, okay, sir. Can you please turn off the 5G or 4G network on your phone? And make sure that you are only connected to your Linksys Wi-Fi, sir. To your community fiber Wi-Fi. Okay. Let's yes. Go back to the page, sir, please. Okay. Uh, go to the menu bar. Sure. On the upper left. Okay. And scroll down, go to Wi-Fi settings.
07:00
Speaker 1
yeah yeah yeah. I don't see that. I see security type. Wi-Fi mode and then channel. Daniel. I don't see advanced. So you could you repeat that. Did you say Wi-Fi mode? Yeah.
08:00
Speaker 2
rfx sir yes go to advance okay and under advance you have their dfs dfs under advance hm how about advanced sure under Wi-Fi settings you can see the advanced ask no sir Wi-Fi settings menu bar and then scroll down go to Wi-Fi settings under Wi-Fi settings you have advanced or advance [silence] yes go to advance okay and under advance you have their dfs dfs under advance hm how about advanced sure under Wi-Fi settings you can see the advanced button ask no sir Wi-Fi settings menu bar and then scroll down go to Wi-Fi settings under Wi-Fi settings you have advanced or advanced
08:00
Speaker 1
Yeah. I clicked on that. No. I see security type, a Wi- fi mode and a channel vendors.
09:00
Speaker 2
Settings. Af Ghana and DFS Dynamic frequency Selection Okay, Okay, let's try this. Once here. Go back to the menu bar and the upper left. The menu bar here on the upper left.
09:00
Speaker 1
follow the app is yeah the menu around the upper left yeah yeah it's it's in my room so it's away from the parents away from the parents yeah yeah okay silence
10:00
Speaker 2
And scroll down sir all the way to the bottom of the page.Yes. Do you see set up a new product? Okay. So before we proceed with that, sir, may I know where is this node right now? The child node that you're trying to add. I'm sorry? In your room. [silence] Okay. Yes, sir. Uh get that node here. Uh for now, put it one meter away and less than one meter away from the parent node.
10:00
Speaker 1
Okay, I'm, I plugged it in and now it's blue. yes, less than one meter away. it's, it's blinking blue now. okay.
11:00
Speaker 2
Okay, is it less than one meter away from the parent chair, less than one meter, yes, yes, sir. Okay, let me know sure if it's back to study purple, okay. Yes, thank you. it's purple okay that's good so go back to your ladies after the same thing go to the
11:00
Speaker 1
The Nott is blinking purple now. It's looking for child notes.
13:00
Speaker 2
Yes, sir. Set up a new product. Okay. And choose the first option, sir. Add a node. Okay. And just follow the steps, sir, and let me know if there's any error message, okay? That's good. Okay, that's good. So, uh, what does it -- the app say, sir? What does it say on the app? Mm-hmm. Okay, that's good. So, let's just give it a time, sir. Let me know if there's any error message, okay? Uh, that would take four to six minutes, sir. Thank you. okay turn. It's back to purple. Mm hmm. What does it say on the app store?
13:00
Speaker 1
keep your phone in the set up area, this could take up to a minute. uh it's full. yeah. should I reset the child sentence, oh? [silence] should I reset the child node? [silence]
17:00
Speaker 2
Okay. Uh, and the bar, uh, sorry, is it like half or like almost done? It's full. Okay. And it's back to study purple, sir, right? Okay, let me just check, sir. If it's already purple, sir.
17:00
Speaker 1
[silence] There's child one or the let Okay, for 10 seconds right? Okay,
18:00
Speaker 2
that means it's ready for shut up but let me just check on that okay just few seconds Thank you sir. Okay so yes let's try this one sir um can you maybe do another reset on your node on the no sir the child sir child node yes sir 10 seconds Thank you.
18:00
Speaker 1
it's blinking blue right now try it close up and open up again.嗯
20:00
Speaker 2
How is it here? Blinking blue. Yes, it's still booting up, sir. Just let me know, sir, if it's back to steady purple telecast. Uh, while we wait, sir, uh, can you please go back to the okay, can can you please go back to the menu, sir, on the upper left? Yes.
20:00
Speaker 1
Oh, by the way, the nod is purple. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] And I see DFS now.
21:00
Speaker 2
Okay, it's purple now. Okay, let's try this one first sir, before we go ahead and add this back to your network. Left side, menu bar is on the upper last. Uh tap again the uh, I'm sorry, tap again the wifi settings. Okay, under wifi settings, sir, there's wifi name, wifi password and there's this advanced wifi settings. Okay, once you tap advanced wifi settings, you have their security type, wifi mode, channel finder and DFS or dynamic frequency selection. Okay, that's good.
21:00
Speaker 1
It's pushed. Okay. Okay. Okay. So wait, what'd I have to do to the parent node? Okay, it's sort. Yeah.
22:00
Speaker 2
is it currently on or off?
22:00
Speaker 1
On which device? [silence] Hello? [silence] Purple. [silence] I know the parent node is blue. The child node is just purple. [silence] I didn't do the five press here. [silence] I asked which device to I do the five press on. [silence] Which device to I five press on? Okay. [silence] You know, for how long?
23:00
Speaker 2
Okay. What is the light on your parent node say? Purple flashing. Parent node? Okay. purple still. Did the parent node light indicator sure blink after you did a five press? I'm sorry? the parent node sure you have to press and release the reset button five times on the parent note
23:00
Speaker 1
Okay. Yeah, done that. Yeah, done that. The parent node is blue, but the child node is blinking purple. Okay, no. Okay.
24:00
Speaker 2
No, sir. Just five presses. Within a second, five pressed. Like press, release, press, release, press, release, and five times. What is the light right now on the parent node, sir? Did it blink for a couple of seconds? That's good. Okay. That means you're that it's now trying to connect to the parent node. So this method, sir, will take three to five minutes. Will it be okay if I place this call on hold for two to five minutes, sir? Just to check out some other resources. Okay. Yeah, while we wait, sir, please stay on the line. I'll be right back, okay? Thank you, sir. [silence]
24:00
Speaker 1
Hello? Um it just changed from red to blue. Now it's a constant blue. Yeah. Um, It's not it's not registering. I click on notes. Okay. And
28:00
Speaker 2
Hello, sir.
28:00
Speaker 1
I still can't click on nodes. [silence] Nothing. It's still searching for devices, and there's still, like, the loading symbol.
29:00
Speaker 2
Uh, what does it say on the nodes or on the main dashboard? Does it say two nodes? Okay, you know, OK, can you please close the app Sir? [silence]
29:00
Speaker 1
It says dashboard and it says community fiber then is online but there's still a loading symbol for the devices and I can't connect to any yet
31:00
Speaker 2
So we now have the app opened again. OK, what does it say on the apps here? OK. Can't click on nodes, but can you can you click on network status? I'm sorry, my new bars are network administration, sorry. Menu bar in the upper left and network admin. Please can you login again, sir. No, sir. This is the password you have created. This one before. Do you remember creating a password before? If not, sir, that's okay. We can try a different way. If not, okay. Do you see an option to reset password on that same page you have right now, asking for the password. Yes. Click on reset password here. Okay, so that is your...
31:00
Speaker 1
Okay, I see. Okay. Now it's telling me to place my password. Okay... [silence]
33:00
Speaker 2
Recovery key is located underneath the main Linksys router, Shirley, the main parent node.
33:00
Speaker 1
Now it's a black screen. Shall I close that and open up again? Okay, uh now I see nodes. Okay, yeah. Yeah, I see it. Yeah.
34:00
Speaker 2
OK. Are we inside yet or not yet [silence] Yes, yes, and if you, it will ask for you to log in again, sir, just, uh, log in using the same password. [silence] Do you see two, do you see two nodes? OK. That's good. So that means, sir, that you have successfully added, uh, your child node back to your network. So you can now unplug this node and bring it back to the other room and just wait for two to three minutes to reconnect it. cloud to develop that is right now cool okay are we uh is the app now back online server
34:00
Speaker 1
and the link is blue right now okay um it's blinking red right now
37:00
Speaker 2
Okay. [silence] Okay, Let me know when it's back to solid Blue, okay? [silence] blinking red. That's fine. Sure. That's part of the reboot. [silence] Just give it a few minutes more.
37:00
Speaker 1
Okay, now it's blue. Okay, now it's blinking. Now it's just red. Okay, now it's blue.
38:00
Speaker 2
[silence]
38:00
Speaker 1
It says two notes. Yeah. No, no. That's it. That's it. Thank you. [silence] Okay, e2. Thank you. Bye.
39:00
Speaker 2
Two nodes, okay, that's good. And now, sir, that means that you're now able to add your child note back to your network. Any other things you want to check? Okay, okay, so, yes, sir, you're welcome sir. Feel free to call us back for any other concerns. Our link, this is open from 9am to 9pm for UK, sir, okay? For Europe. Have a good day, sir. Please stay safe. You're welcome, sir. Bye bye. [silence]
39:00