V2 Rubric Detail — 66f5eb00-76df-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:02
Duration
7m 27s
Contact
+447557406838
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+34.0)

V2 Grader Summary

The customer confirmed the child node was successfully added ('Adding your child. Yes, I've got it.') and expressed satisfaction. The agent provided technically accurate, KB-aligned guidance, maintained ownership, and achieved full resolution. Initial assessment underestimated the confirmation of success and the completeness of troubleshooting.

V1 Case Analysis

Customer unable to add SPNMX42 child node to SPNMX56 parent; guided to use app's 'Set up a new product' flow after initial confusion about recovery key. Node added successfully.

Troubleshooting Steps
  • Confirmed child node model (SPNMX42) and parent model (SPNMX56)
  • Advised to use only power for child node (correct)
  • Initially suggested recovery key for node addition (incorrect per KB)
  • Directed customer to use app's 'Set up a new product' flow (correct)
Key Observations
  • Agent initially misdirected customer to use recovery key for node addition, which is not the correct method per KB
  • Agent did not confirm model compatibility between SPNMX42 and SPNMX56, though both are in the SPNMX42/56 family and should be compatible
  • Agent did not collect serial number or verify warranty status
  • Customer achieved successful node addition using app-based method after initial confusion
Positive Highlights
  • At [01:00], correctly identified that child node must be near parent during pairing
  • At [02:00], correctly interpreted solid purple light as 'ready for setup' (led_intelligent_mesh_consumer.md)
  • At [05:00], correctly guided customer to use app's 'Set up a new product' flow to add child node (adjacent_device_setup_scenarios.md, spnmx42_family.md, spnmx56_family.md)
  • At [07:00], confirmed app would indicate when safe to relocate, providing clear next step
Agent Errors / Gaps
  • At [04:00], agent incorrectly advised using the recovery key to add the node. Recovery key is for password reset, not node pairing (spnmx42_family.md, spnmx56_family.md)
  • Agent did not confirm model compatibility between SPNMX42 and SPNMX56, though this is likely a minor oversight given both models are in the same family

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms success: 'Adding your child. Yes, I've got it.' and expresses gratitude, indicating the node was detected and added.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through correct sequence: verify solid purple (ready state), use app to add node, enter correct password/recovery key from parent, and wait for detection.
R3 Met Correct resolution path conf 95%
Agent correctly identified SPNMX42/56 as ISP-provisioned mesh nodes requiring app-based child node addition, not factory reset or manual config—appropriate path per KB.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (flashing lights, failed login), asked model number, determined node was unpaired (solid purple), and diagnosed need to add via app—logical diagnostic progression.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the customer’s app interface as the primary tool for node addition—correct and sufficient for this scenario; no remote tools needed.
T3 Met No misinformation conf 95%
All guidance accurate: solid purple = ready to add (spnmx42_family.md), admin password = on label, recovery key = five-digit code (universal_password_login.md), add via app UI—consistent with KB.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call, set expectations ('wait until node stops flashing'), directed next steps clearly, managed transitions, and maintained control despite customer confusion.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, repeated instructions when needed (e.g., recovery key source), avoided jargon, and confirmed understanding through guided steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, followed through on guidance, and ensured customer reached the final step of node detection.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps (click three lines, add child node), realistic timeline (4–6 minutes), and confirmed outcome ('safe to relocate').
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact confirmed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, thanked customer multiple times, acknowledged effort ('two hours'), and closed warmly—demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 95%
Agent adjusted pace and repetition based on customer confusion (e.g., recovery key source), maintained engagement, and confirmed progress through dialogue.
X3 Met Overall experience conf 90%
Agent minimized repetition by using existing info (model numbers), avoided unnecessary steps, and guided customer directly to correct resolution path without detours.
Call Transcript16 turns · 16 lines
Speaker 1
yet high and so i've got uh... my and link this system with community fiber i've got one box plugged into the roof downstairs and then i've got a second box that's supposed to be upstairs uh... so that it pulls the internet up or i can plug it in to my um pc and the secondary box is not working and i've been trying literally for two hours to connect it and it's not connecting so i don't know what to do um sometimes it flashes blue sometimes it flashes purple.
00:00
Speaker 2
Thank you for calling Lynkks. My name is Ven and I'll help you today.
00:00
Speaker 1
It says S P N M M X 42.
01:00
Speaker 2
Alright. Did you try adding the child node as well before trying to relocate it? it must be near the main router whenever you try to pair it up because once it's on a solid blue light, that's an indicator that it's working and it's safe to relocate after. Alright. You need to wait until this node stops flashing.
01:00
Speaker 1
Do I need to plug it into anything or just the power? Okay. Yeah. Yeah, initially, yes, but then we, like, we moved it, and then it's just been bad ever since. The parent, the parent is a Chinese one. Um, it says SP, NM, MX56. Yeah, it's a Korean. Right, now we've gone purple solid. [silence]
02:00
Speaker 2
Just the power. You mentioned this was provided by community Fiber. Did they assisted you in adding this node to be a working that child node? What's the model of the main and the parent node? All right. Thank you so much. All right. Now that it turned solid purple, that's an indicator. It hasn't been added yet to your system. So you need to add it to your system. Do you use the
02:00
Speaker 1
Yeah, I'm on it now. Hold on. All right, let me go, let me go all the way back and take that off, and then go into it again. Right. Um, so it's getting settings. Uh, it's saying, we found a new network. Add this network to your account. Okay, uh, pass, word. Oh, enter the router password. So the thing on the bottom of this. I'm just trying. to, it's saying, sorry, that's incorrect.
03:00
Speaker 2
Ok. Yes, go ahead and try. It's your password, yes. Go ahead and try the password see if it works. um.
03:00
Speaker 1
Okay, recovery key. 4-F-2-6-. That key didn't work. It says that key did not work. Oh, it wants it from the router. Hang on. It's the parent node. Sorry, sorry, sorry. I'm trying to put it in from the baby one, hang on. Right. The password here is NH2O1...
04:00
Speaker 2
Try resetting wieer password and create a new one instead, it's a router password. It's not your wi-fi password. Yes, it's underneath it. I'm sorry, what was it? The five digit recovery code underneath the print now.
04:00
Speaker 1
Okay, it's doing something, uh, what's it saying? Uh, right, it's saying uh internet online, zero devices, uh, five at least five connections. Okay, that's fine. So now, okay. Oh, no, yeah. 11 devices, one nodes. So do I go to the nodes? Set up a new product, yep. uh add nodes to community fiber, expand your coverage. Replace your existing node, yep that one. Next. Right, let me see that's solid now. [silence]
05:00
Speaker 2
you just need to click the three lines at the top left. Scroll down at the bottom where it says set up a new product so you can add a child note.
05:00
Speaker 1
It's solid purple, though I... Yeah. Okay. Looking for your child nodes. Oh, it started flashing, but. Is that because it's settling up? Okay, it's saying it could take up to a minute. It's looking for the nodes. Okay. Let's just check if it finds it because it started flashing, so I don't know.
06:00
Speaker 2
No. When adding a child node, yes, the light should be solid purple. [silence] Yes. [silence] [unclear] children is added note for another [unclear]. [silencde] That's an indicator, it's found the child node you just need to patiently wait until it's done adding it. And that's the last step. All right. Just wait for it to detect the child node. The message will change to four to six minutes, and that's about it. [silence]
06:00
Speaker 1
Adding your child. Yes, I've got it. yeah. so once it's done that if I unplug it and take it upstairs it will still be okay. Okay. Okay, thank you so much. thank you. Thank you so much. Thank you. Bye-bye.
07:00
Speaker 2
All right. So once again. Yes. Yes. The app will also tell you that it's safe to relocate. All right. Thank you for calling [linksys]. Take care and have a great day.
07:00