V2 Rubric Detail — 644ef912-7493-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:53
Duration
23m 47s
Contact
Larry Robinson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135305
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node Disconnected
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall60.4% (+4.4)

V2 Grader Summary

The customer confirmed full system functionality and Wi-Fi changes, indicating the issue was resolved. However, the agent provided materially inaccurate technical information (invalid 'solid hot pink' LED state and unsupported 5-press on likely SPNM node), which constitutes a critical accuracy failure per Assessment 3. While resolution was achieved, the technical path included non-compliant steps, but since the outcome was successful and no critical failures occurred, auto-zero does not apply.

V1 Case Analysis

Customer unable to pair child mesh node. Agent instructed reset and 5-press pairing (incorrect for SPNM). After multiple attempts, nodes paired (solid blue), and Wi-Fi name/password was changed successfully. No model/serial collected.

Troubleshooting Steps
  • Instructed customer to press and hold the reset button on the parent node for 15 seconds.
  • Guided customer to perform the 5-press pairing method on the parent node.
  • Advised waiting for node LEDs to change to solid blue and verified presence in device list.
  • Walked through changing Wi-Fi SSID and password on the dashboard and applying changes.
Key Observations
  • Agent used the 5-press pairing method, which is invalid for SPNM-series devices (SPNM60, SPNM62, SPNM60TB, LN1600) that require the Pair button method per KB documentation.
  • Agent described a non-existent LED state ('solid hot pink'), contradicting official LED reference which only includes solid blue, solid white, blinking blue, blinking red, and blinking amber.
  • No product model or serial number was collected, a critical protocol failure for mesh troubleshooting.
  • Call featured long silences and repeated instructions, indicating poor efficiency and communication.
  • Despite incorrect guidance, the issue was resolved, likely because the repeated resets and power cycles eventually triggered a successful re-pairing.
Positive Highlights
  • Persisted through multiple attempts and eventually achieved solid blue on all nodes, indicating successful mesh re-pairing.
  • Successfully guided the customer to change the Wi-Fi SSID and password via the dashboard, confirming the change was applied and visible [21:00].
  • Confirmed with the customer that the network was functional and all devices could reconnect before closing the call [22:00-23:00].
  • Correctly advised the customer to use a different browser (Microsoft Edge) when encountering a security warning, aligning with universal_web_browser_setup.md.
Agent Errors / Gaps
  • Advised the 5-press pairing method on a device that is almost certainly an SPNM-series (SPNM60/62/LN1600), which uses the Pair button, not 5-press, as per universal_5press_models.md and linksys_now_login_admin.md.
  • Described a 'solid hot pink' LED state at [07:00], which is not a valid LED state in any Linksys documentation; correct states are solid blue (ready), solid white (online), blinking blue (initializing), blinking red (error), or blinking amber (rebooting).
  • Failed to collect the product model number or serial number, a required step for accurate troubleshooting and case documentation.
  • Did not verify warranty status or discuss support eligibility, missing a key protocol step.
  • Provided overlapping and unclear instructions, such as discussing Wi-Fi name changes while the node was still pairing, contributing to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes are blue, Wi-Fi name and password changed, and states 'everything looks good... I think that should be it,' indicating full resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent initiated resets and 5-press pairing but did not confirm initial connectivity issues or diagnose why nodes failed to join; troubleshooting was procedural, not diagnostic.
R3 Partially Met Correct resolution path conf 80%
Agent applied standard reset and 5-press steps, but no verification of model compatibility (e.g., SPNM vs. Velop) was made; path was generic, not tailored to confirmed product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (nodes not connecting, blinking red/blue) and responded with actions, but asked no root-cause questions (e.g., firmware, prior errors, topology).
T2 Partially Met Appropriate tools / resources used conf 75%
Agent relied solely on physical resets and 5-press without accessing dashboard logs or confirming node status via admin interface; tool use was incomplete for a pairing issue.
T3 Not Met No misinformation conf 90%
Agent referenced 'solid hot pink' LED, which is not a valid state in the LED States Reference; additionally, agent instructed 5-press pairing without confirming the model; per universal_5press_models.md, 5-press is invalid for SPNM/Cognitive Mesh (which use the Pair button).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided step-by-step guidance but had multiple unexplained silences, abrupt transitions (e.g., jumping to 5-press without warning), and lost momentum.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language but did not confirm understanding after critical steps (e.g., reset duration, 5-press execution), risking misexecution.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, guided all steps, and did not transfer; full ownership demonstrated.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: reset node, wait for solid blue, verify in device list, then proceed — which customer followed successfully.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved during the call.
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 80%
Agent was polite ('yes sir', 'you're welcome') but did not acknowledge customer effort, frustration, or repeated attempts.
X2 Partially Met Tone & rapport conf 80%
Agent matched pace and used affirmations, but tone remained transactional; small talk ('heading to a club?') was not fully integrated.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding resets and pairing, but customer had to repeat steps and wait extended periods without interim feedback.
Call Transcript40 turns · 43 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. This is Joy from Linksys technical support, giving you a call back since the call got disconnected. Uh-huh. Try to check first if the internet is working. Is if you can Google something or check your email, and then after that, try to access myrouter.local. [silence] [silence]
00:00
Speaker 2
Hello? [silence] Yep, okay. So, I'm connected to the, the the child node that we're making the primary now and I'm it's connected and holding. So, what do you want me to do now? Okay. [silence] [silence] Okay. They're even closer. That's that's what we're that's what we're trying to do. [silence] Okay, so my router.local came back.
00:00
Speaker 1
just bypass it. just click and continue. what options do you have like show details? it doesn't give you the option to continue with the website and safe. like scroll down at the bottom. silence
01:00
Speaker 2
connection is not private. okay, continue. connection is not private, advanced. what did we do? my phone? no, right, no. it says connection is not private, it's not giving me anything else to do. [silence] right now it just says, hide advanced. back to safety. it just continue and don't show me this page again, okay. and then it brings me to
01:00
Speaker 1
Could you have any different web browser like Microsoft edge? Let's try that browser instead. [silence]
02:00
Speaker 2
your connection is not private. Advanced, back to safety or turn on enhanced protection. That's it. OK. [silence]
02:00
Speaker 1
Do you mean as if the password admin was rewritten all in lower case?
03:00
Speaker 2
Okay. I'm in Microsoft Edge. So we'll try again. My router, Broken down that same message, say, continue. Connection isn't private. Continue past the router, unsaved. Okay. Okay. Access aluminum. Okay. So, I was saying, access aluminum router password. So what router password do you want me to use? What's a new one? There's no. Admin all lowercase. Also,
03:00
Speaker 1
mm m mm. Okay. So um we will make it as your new primary node. So on your um previous parent node, can you reset that one so that we can make it as your child node. So just press and hold the reset button until the light will turn off then release. Um, yeah, you need to bring it over and then we will going to reset and re add it to the system.
04:00
Speaker 2
All right. Waiting. Okay. All right. So what do you want me to do now? I'm on the page with Linksys Smart Wi-Fi tools, device list, guest access, and so forth. Okay. Do I need to do this to the other tile node that's in the other part of the house too? All right. So I pressed that. It's not doing anything right now.
04:00
Speaker 1
okay you can let go then just wait for it to boot up and while waiting for that one do you want to change the name and password of the new parent node like what you want it to be? So for you to change it on the dashboard I can you scroll down at the very bottom of that page and can you see end- user license agreement privacy statement those options? Yeah. Um can you click C A.
05:00
Speaker 2
[silence] Um, okay, okay. Yeah. Yeah. Yeah. User private statement third party. Yep. I see that. [silence] No lights. No, nothing. No activity.
05:00
Speaker 1
And wait for it to. I think that was not reset properly yet kindly reset it again press and hold the reset button for 15 seconds this time. [silence] Okay, you can let go, and then wait for it to boot up. Okay. All right, that's good. Let's just wait for it to turn solid hot pink, but you might see it as red. [silence] you
06:00
Speaker 2
okay. Light went out. yeah. Okay. Yeah. Yep. It's just it's it's dark right now. It's not doing anything. Okay. Now it's going it's blue blinking. Okay. I need the other one from downstairs. Ok.
07:00
Speaker 1
You can change your new sequence. Okay, I see. So for you to add it, let's try the five press first, if it will work on that child node. So you do the five press on your new parent node to add it.
08:00
Speaker 2
not yet [silence] okay this second the first child node is the slow blinking blue now it's red that's the one [silence] okay now I got to go The new parent node, press that five times. All right and it's going to connect this child node that we're trying to set up now, okay? New node shows blinking red, no, blinking blue, no what no blink. It's blue. That blinking, that blinking and it goes blue. Then the child node, they blinking red.
08:00
Speaker 1
That's a good sign. So it will take three to five minutes plus to wait for it to turn solid blue. Then we can check the device list on the dashboard if the router is connected or the child note is connected to the router. [silence]
10:00
Speaker 2
Got it. What time you heading to a club watch in? Okay. [silence] You dash.
10:00
Speaker 1
yep it's still processing it will take some time [silence]
11:00
Speaker 2
still blinking red. Now, we can't set up the second Telenor yet until we get this one connected, correct? How are we doing? All right. Are you around today or? Okay. All right. I just got some my legal. Okay. So while this-while this first child and those trying to connect, I can go ahead and plug in the second one but we can't do anything with it until this first one connects, what no correct. Is that, okay? say, number.
11:00
Speaker 1
All right. That's good. Yes. Then wait for it to boot up. Then let me know if it will turn. Blinking red. Oh, it will go back to blue. [silence]
12:00
Speaker 2
Okay, child node is blue. So let me check the device list and see if it's there. Okay, I'm seeing that child now. All right, so I can plug in the third, the second child node now. Correct. Okay. Okay. Oh, that child no first child no just went red. Now, okay, there it goes. It's coming back. All right, so I can plug in the third the second child node now.
12:00
Speaker 1
Okay, let me know if it will turn blinking red. You press and hold the reset button for 15 seconds. Yes, on the control mode. Yes.
13:00
Speaker 2
Okay, 15 seconds. Okay, a slow blinking blue. [silence]
14:00
Speaker 1
okay, that's good, and then you do the five press again on the main node to add it.
15:00
Speaker 2
I still slow blinking blue on the second child node. Now it's not red, it's that purplish color now. So I presses on domain. Okay. Okay. Presses on the main note I have a piece of
15:00
Speaker 1
Did the child build this one? Okay good. Okay. We should just wait for it to cool enough.
17:00
Speaker 2
I thought sitting okay I'll know this bell blinking red it's still blinking red and
17:00
Speaker 1
Okay, yeah don't take me longer than five minutes. Yes, sir, especially for this older unit. Uh, waiting for that one, you can change your name and password if you want, under
18:00
Speaker 2
Still blinking red. Okay. Should take this long. [silence]
18:00
Speaker 1
Wi-Fi settings on the dashboard. So, if you don't want to separate the network bands, name them the same and also the Wi-Fi password, all of them must be identical. If you don't want to separate them, then just hit apply. Yeah. You can, uh, make use of your old password if you want. Yes. Yes, uh huh. Yeah, and also it's, uh, Thanks.
19:00
Speaker 2
Okay, so, where it says, Wi-Fi password, I can create my own password there. Okay. But, whatever, I put there, it will save it, correct? Okay, so, I could, I just need to change the Vkęlel Vueellteup APAD naam to whatever name I want ito be.
19:00
Speaker 1
default password. So, make sure it's identical. All of the changes will be identical with all of the bands.
20:00
Speaker 2
being done
20:00
Speaker 1
just just click apply and that's good
21:00
Speaker 2
Hey, passwords changed. Wi-Fi name changed. Click the apply or do I say OK first and then apply or just say apply? [silence] Okay. Now - and all the nodes are now blue, so we are now connected. Great. Thank you for that. And now I'm waiting for these these changes, these password and name [silence]
21:00
Speaker 1
Yeah, so you just have to connect your laptop back to the network name that you created. To check all your other devices. And also for the link. Yes. So you go back to your Wi-Fi settings on your computer and look for your network name. Check if it's there. If it's listed, then connect to it.
22:00
Speaker 2
change to take place and then we should be all set, right? Okay. Router not, hold on. it just came back, hold on, hold on. It just came back a message router not found. You are not connected to your router. retry. Oh. Okay. Okay, there we go. Cool.
22:00
Speaker 1
You're now connected. All right, that's good. So you can now disconnect the child nodes and relocate them back to their position. Yes sir. You're welcome sir. Thank you for calling, Linksys. Have a good day. Bye.
23:00
Speaker 2
All right. Yep, everything looks good. To the original location. Okay. All right, sounds good. So, I think that should be it. Alright, I appreciate your time. OK. Th-thanks, you too. Bye.
23:00