V2 Rubric Detail — 649d8f42-6588-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 11:26
Duration
7m 38s
Contact
Jake Mccann
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133081
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Bundled node unable to update

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall84.7% (+28.7)

V2 Grader Summary

The agent correctly identified that the MX5600 nodes are ISP-managed by Community Fiber and that firmware updates must be handled by them, aligning with KB guidance. While no direct troubleshooting via admin UI was performed, this was not feasible due to ISP lock. The customer was given a valid path forward, resulting in a partial resolution. Technical accuracy, communication, and ownership were strong.

V1 Case Analysis

Customer unable to update firmware on one MX5600 node; advised to contact Community Fibre as device appears ISP‑provisioned.

Troubleshooting Steps
  • Collected serial number and basic account details
  • Verified ISP (Community Fibre)
  • Checked reported firmware versions
Key Observations
  • Agent did not verify whether the device is truly ISP‑managed before deferring.
  • No troubleshooting steps (e.g., power‑cycle, app update check) were attempted.
  • Agent collected some customer data but missed confirming the exact model and warranty status.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected serial number, name, and email correctly.
Agent Errors / Gaps
  • Failed to follow a standard firmware‑update troubleshooting flow.
  • Did not confirm device ownership/management model before directing to ISP.
  • Did not provide any actionable self‑help steps beyond contacting ISP.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly identified that ISP-managed devices (Community Fiber) require firmware updates through the ISP, not Linksys, and directed the customer accordingly. However, did not confirm auto-update status or suggest a manual check via admin interface as a final step before deferring.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected serial numbers and firmware versions, verified device ownership by ISP, and confirmed the update failure symptom. While no direct troubleshooting (e.g., checking auto-update settings) was performed, the agent correctly recognized the limitation of ISP-locked devices, which reduces the need for standard firmware troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that the devices are ISP-provisioned (Community Fiber), which according to KB (universal_firmware_update.md, linksys_now_firmware.md) means firmware is managed by the ISP. Directed customer to correct support path without dismissing out-of-warranty concerns, aligning with best-effort guidance for ISP-managed limitations.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (one node failing to update), asked for firmware versions and serial numbers, confirmed ISP provisioning, and logically concluded that firmware control lies with Community Fiber — a root cause supported by KB documentation on ISP-locked devices.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent did not access admin UI or logs, but the scenario involves ISP-managed firmware (per KB), where Linksys lacks visibility. Given this limitation, tool use (e.g., remote access) would not yield results. Agent used available information (serials, firmware version, ISP confirmation) appropriately under the constraints.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys cannot manage firmware on ISP-provisioned units and that updates must be handled by Community Fiber — consistent with KB articles (universal_firmware_update.md, linksys_now_firmware.md) regarding ISP-managed devices like SPNM/LN series.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, asked structured questions, confirmed details, and guided the interaction to a logical conclusion without being derailed.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, confirmed understanding through repetition, and adapted to customer’s phrasing (e.g., 'booster', 'adult node') without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, gathered necessary information, diagnosed the limitation, and provided a valid resolution path without transferring or avoiding responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly instructed the customer to contact Community Fiber for a manual update, setting a specific and realistic next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed, and none was warranted — the issue was correctly resolved by directing to ISP support per KB guidelines.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, and it was not required given the correct resolution path was followed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, used 'I'm sorry' appropriately, and acknowledged the inconvenience, demonstrating empathy within the constraints of the support model.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, responded promptly, and maintained a calm, solution-focused tone throughout.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used the information provided efficiently, and minimized customer effort by not requesting redundant steps.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, there, just a quick bit of help please. I've got two Linksys nodes at home that MX5600s. One of them updates to the new firmware fine, but the other one doesn't. And I don't really know what to do. I've tried everything. Yes. It's when you say the child, is it Does that mean yeah, the booster, yes. Well, I know so the
01:00
Speaker 2
Hi, thank you for calling ATM. This is Jenny. How are I can help you today? I see. You have two nodes in total, sir? Okay. Which one does not updated through the child or the parents nodes. The booster, sir.
01:00
Speaker 1
The booster is fine. It's the main one that, the adult one. I think you said the road was, uh, for both of them, did you say? Yeah, so the the parent one is, um, 5 9 N for November, 1 0 M for Mother, 2, 3 E for Echo, 0, 5, 6, 4, 5. That's the main one. And then the, and do you want the next one as well? Yeah, and the next one is 5 9 November, 1 0 Mother, 2 4 E for Echo, 0, 7 9 2.
02:00
Speaker 2
I see I see got it. Sure. May I have the serial number of the lenses device? Sure, please. The parent and the child. Yes. Okay, so this is the main node. Okay. Yes. Let me just can check first. Yes, sure. Yes, yes, please.
02:00
Speaker 1
8. Thank you. Yep. I believe so. I've had them for about two years. I'm trying to remember now, but I believe they are. Sure, yeah, it's 0798-417-1195. My name is Jake McCann. [silence]
03:00
Speaker 2
07928 got it. Let me just check on the uh units sir. Um your internet provider is community fiber. Okay and all of these nodes are from them from community fiber. Okay. Yes. Yes sir. Um yep before we proceed sir I'll just need to check on some other things regarding this device and uh while we wait sir I might have your uh phone number in case you get disconnected. Mhm. 1,195 got it. How about your first and last name sir. How do you spell your last name?
03:00
Speaker 1
Mike-hill Charlie Charlie. Alpha November November. JAKE McAN. The number 26 at yahoo.com. Correct yes. Yeah so, so one of them is on 1.0 .2.2-16802 and then the other one is on 1.0 .1.2
04:00
Speaker 2
Got it. Thank you. And your email address, sir? Uh-huh. Okay. So just to confirm, it's [first name and last name] numeric [226]? at yahoo.com. Okay. Um, were you able to check through the form where, um, you have from the [parents of the] child? Can you provide me the version, please? Okay.
04:00
Speaker 1
61 188. Because it keeps coming up on the app. I need to update it. And it keeps failing. All right. Okay.
05:00
Speaker 2
1 88 ok, let me just confirm this. for more versions. i okay just to confirm, 1.0.2.216 8.
05:00
Speaker 1
Sorry, uh, say that again. Sorry. Correct. Yes. Uh, that's the one it says that is up to date and then the other one says it needs an update.
06:00
Speaker 2
exactly yes sir 1.0.2.216.802 okay yeah it seems that this uh for my version serve uh these are actually from um uh your your internet provider since your unit or your linksys devices are configured so on our records sure the one that is updated is uh the one ending with 188 but we don't have any visibility with their versions with the firmware versions they did they do so much better sir for the update uh please get in touch with community fiber let them know sir that we cannot do an update
06:00
Speaker 1
Okay. Okay. So only they can do it, you guys can't do it? Ah. Oh, right. Okay. Oh, right. I'll give them a call. Okay. Thanks very much. Thank you. Bye-bye.
07:00
Speaker 2
so that they can possibly do a manual update on your nodes. I'm sorry, the nodes that is not updated yet. Yes, sir. Yes, sir, because this version here is not from linksys, this is from them. These are pre-configured from where. Yes, sir. Yes, sir, you can call us back for any other concerns, sir. Have a good day. You're welcome, sir. Bye-bye, sir.
07:00