V2 Rubric Detail — 67a197f2-7711-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 19:00
Duration
32m 19s
Contact
Dawn Shurmer
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135837
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall62.4% (+6.4)

V2 Grader Summary

The customer's internet was restored by the end of the call, confirming a successful resolution. However, the agent used an incorrect 5-press method on an SPNM device and failed to perform required modem diagnostics, resulting in technical inaccuracies and incomplete troubleshooting. Despite these flaws, the agent demonstrated strong ownership, empathy, and communication, and no escalation was warranted.

V1 Case Analysis

Customer had no internet on SPNMX56 router. Performed reset, incorrectly advised 5-press method. Internet restored after reset. No escalation needed.

Troubleshooting Steps
  • Verified LED status and asked about modem connection.
  • Guided customer through a factory reset (hold reset button ~25 s).
  • Incorrectly instructed a 5-press pairing method.
  • Helped customer reconnect Wi-Fi using SSID/password from router label.
Key Observations
  • Agent incorrectly instructed a 5-press pairing method on an SPNM series router, which is not supported — these models use the Pair button method or web interface (Instant Pair).
  • Agent misidentified LED behavior: SPNM series routers do not use purple as a normal state; solid blue indicates online status, and flashing red indicates no internet or disconnection.
  • Agent failed to follow proper ISP/modem isolation steps: did not instruct customer to test internet directly at the modem before troubleshooting the router.
  • Model and serial numbers were captured but not verified or used to confirm product family or correct troubleshooting path.
  • Despite procedural and technical errors, the factory reset resolved the issue, and the customer confirmed internet connectivity.
Positive Highlights
  • Displayed empathy and patience throughout the call, especially when customer expressed frustration with technology.
  • Persisted with the customer despite repeated confusion and eventually achieved internet connectivity.
  • Offered to email a screenshot of the router UI for future reference, providing additional self-help support.
Agent Errors / Gaps
  • Incorrectly instructed a 5-press reset/pairing method on an SPNM series router (not supported — only applicable to Intelligent Mesh models like WHW, MX, MR, MBE without dedicated Pair button).
  • Misidentified LED colors and meanings: SPNM series does not use purple as a valid LED state; solid blue = online, flashing red = no internet/disconnected (per universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md).
  • Failed to verify WAN connection or test the modem directly — skipped Step 1 of universal_isp_modem_diagnostics.md which requires testing internet at the modem first.
  • Did not confirm product family before applying troubleshooting — SPNM series uses different pairing and LED logic than Intelligent Mesh models.
  • Provided incorrect access URL guidance: first said myrouter.info, then 192.168.1.1, creating confusion (SPNM series should use myrouter.info).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at 30:00: 'Yes, I am online... it's all working.' Issue resolved with internet restored.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and guided Wi-Fi reconnection, but skipped critical step: no instruction to test modem directly or power-cycle modem first per KB.
R3 Partially Met Correct resolution path conf 85%
Agent used 5-press on SPNM56 (incorrect per KB), but ultimately achieved resolution; path was flawed but not entirely inappropriate given outcome and lack of escalation despite complexity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and no internet, asked about modem, but failed to isolate root cause via direct modem test; jumped to reset without full diagnosis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used 5-press (invalid for SPNM per universal_5press_models.md) and failed to use the required modem-direct test (universal_isp_modem_diagnostics.md) to isolate the source of the problem.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect guidance: instructed 5-press on an SPNM device (contradicted by universal_5press_models.md) and stated the LED should turn solid blue after reset (contradicted by led_intelligent_mesh_consumer.md, which states purple for ready for setup).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and closed positively, but had multiple long silences, unclear transitions (e.g., sudden shift to email), and repetitive requests.
C2 Met Confirmed understanding conf 90%
Agent used simple language, acknowledged customer’s non-tech background, adapted by requesting screenshots, and stayed patient throughout.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to- end, did not transfer, and followed through on email request and troubleshooting steps.
O2 Partially Met Proactive follow-through conf 80%
Agent set action items (reset, take photos, email) but did not specify when or how follow-up would occur, leaving timeline ambiguous.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
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; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly expressed empathy: 'No worries,' 'I appreciate your time and patience,' and validated customer’s effort.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used calm tone, checked in frequently, and adjusted approach (e.g., switching to email) when customer struggled.
X3 Partially Met Overall experience conf 80%
Agent asked customer to take multiple photos and send via email — extra steps — but this was likely necessary due to inability to access local UI remotely.
Call Transcript57 turns · 60 lines
Speaker 1
Hello? Oh, hi there. I wonder if you can, and we've had no internet for the last hour or so. I've tried turning everything off, but it's still coming up that there's no internet. [silence] No. Okay. That's right, yeah.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Eppy. How can I help you? Okay. Um All right, ma'am. So, right now you don't have Internet connection. All right. No worries. Um yeah. There's no Internet Ma'am, uh it could be that your router is not communicating with your modem. Okay. And uh I believe you're calling from UK, right? Okay. And will this be your first time calling linksys?
00:00
Speaker 1
Yes, it is. Actually. Yes. Yeah, it's Dawn Shermer. That's right. Yeah. And Shermer is S-H-E-R-M-E-R. It's Dawn Mat at M-A-T-T at N-T-L-World.com Matt M-A-T-T. Yes. And that's at N-T-L World. [silence]
01:00
Speaker 2
Okay, let me create a record. Can I have your name, please? Is it teeth. And your last name. OK, and what about your email address, ma'am? Okay, I'm sorry, that's dawn Mac M.A.C. Oh, ma T.T. alright.
01:00
Speaker 1
dot com. sorry i know it's n4 nobody t4 tommy l4 lion. that's right, yes. that's okay. okay, so uh the serial yeah so the serial number of the model number is um sp nmx 56. that's right. uh serial number is five n
02:00
Speaker 2
is it M M @ L I Com? okay and then M a.world.com okay thank you for that ma'am can I have the model number and the serial number of your Lenoss device? just try to look underneath it yeah okay it's and that's M C. 4806 yeah and the serial number is 4474.
02:00
Speaker 1
sorry, 5. 9N10 M 29003 double 0 84. Yeah. Yeah. That's right. Yeah. Thank you. Um, it's community cyber. Yeah.
03:00
Speaker 2
OK, so that's 59N, like Nancy, 1 0 M for Mary, two 0, I mean, sorry, 2903 0 0 84. OK. All right. And who is your internet provider, ma'am? Community Fiverr. OK.
03:00
Speaker 1
yeah yes he yes it is uh red it's red yeah flashing is flashing red yeah yeah it's all connected everything's [silence] connected
04:00
Speaker 2
Okay, I believe you have a modem from Community Fiber. What we're gonna do, by the way, is I need to verify first your cable connection, okay? So is the Community Fiber modem connected to your Linksys router? Is it connected to the internet port? Okay. And right now, what lights are lit on your router? What is the indicator on top? The LED indicator? It's red. Okay. All right. So did you already check the connection from your modem, from Community Fiber, if you have active internet connection with your modem?
04:00
Speaker 1
I don't, I'm afraid, no. I'm just on my phone now and I'm using just my data. Yes, it is. Yes. No, I don't have a tablet either. I'm afraid. Yeah.
05:00
Speaker 2
Okay. All right. Do you have a computer available ma'am? Um, then uh, what, what are the wireless devices you have? Is that, is it an iPhone? What about a tablet, do you have a, do, tablet available? Just your iPhone. Okay. All right. Um, here's the thing Miss Dawn, uh, we will try to check if uh, yeah right now you're not connected wirelessly so there's a need for us to like have you tried.
05:00
Speaker 1
Yeah, yeah, I've actually, I've turned it back on, um, I've left it for about 10, 15 minutes and And then re, re-sing it. Now now it's flashing blue, um, but that's what's been happening over now and now it's gone red again. Oh, I think we've had it for uh, maybe over a year. Yeah, I think so. Oh, I'm really sorry. I don't I honestly don't.
06:00
Speaker 2
Doing a power cycle on your router, like, turning it off and turning it back on for a minute. Okay. And how- Okay. How long have you been using this device now? uh, Over a year. Okay. Do you happen to know the exact date of purchase when you got this from community fiber? Okay. That's alright. i'll just have to uh,
06:00
Speaker 1
Okay. Lovely. Thanks very much. Okay. [silence] Translated by Céline.
07:00
Speaker 2
Okay. All right, so what we're going to do, Ms. Dawn, is we will have to, we'll just have to reset this device. So, hopefully, we would be able to connect using your phone. We would be able to set this up using the phone, okay? So, do, not a problem, ma'am. But I, uh, yeah. Um, we, uh, to reset the device, kindly press the reset button at the bottom. Okay. Just press and hold it for about 25 seconds. [silence]
07:00
Speaker 1
Okay? Can I, sorry, can I unpress it now? I've just released it. Yeah, so it's flashing blue at the moment.
08:00
Speaker 2
Okay, so we're just going to wait for the light to stabilize. Okay. Okay, so did you release the reset button or you're still pressing it? Okay, so we'll just wait for it to turn solid. Okay. After the reset, the light should turn purple. Or, I'm sorry, it should turn solid blue. Okay.
08:00
Speaker 1
Yes, it is, yeah. So
09:00
Speaker 2
Okay, is it? still linking? You're calling right now. All right, and while we're waiting, ma'am, can you please take a picture of the Wi-Fi settings at the bottom, because we we need that later on? So, at the bottom of your router, thank you. There's a sticker, so just look for the Wi-Fi name there, as well as the Wi-Fi password, kindly take a picture of that. And how many SPNM5, how many SPNM X56 you have there ma'am, just one? okay okay. okay, is that done? okay
09:00
Speaker 1
Oh, right, okay. It's now turned purple. Yeah. Yeah. Yeah. It's got a reset button and the WPS button yeah, it, it
11:00
Speaker 2
all right it's now turned purple okay so again miss dawn you have the modem the one from community fiber that is connected to the internet port at the back of your link sys okay all right now Okay, so we will uh do the pair, so at the uh at the bottom of your linksys device, okay, there's actually um a pair button, do you see the pair button? Mhm. Okay. Okay, uh, let me just check, just hold on, please. All right, uh, we'll just have to perform a five press on that, uh, Linksys router, okay? So, to do that, kindly press the reset button five times. Okay. Do not press and hold it. Just press it once and do it five times. So, it's like press, release, press, release, press, release, so just do it five times.
11:00
Speaker 1
Okay. Right, that, yeah, that's done. Yeah. No, it's just blue now and it's just a solid blue. Yeah. Yeah. It's just solid blue. Oh, and now it's purple. It's flashing purple. It's flashing purple. Now, I pressed it five times.
13:00
Speaker 2
Okay. So check the light to see if it's blinking. It's solid blue even after you press the the reset button five times. Did you up uh press and hold the reset button or you just press it once? Okay.
13:00
Speaker 1
No. Yes. Yes. Yes. It's gone red, purple, and now it's flashing blue and flashing. It's a bit like a rainbow at the moment. Okay. Yes, yes, I have. Yeah.
14:00
Speaker 2
Just, you press it five times and then you did not press and hold it, right? You just press it once, five times? Correct? Okay. [silence] So right now it's, it's a solid purple. [silence] Okay? All right, so we'll just wait for it ma'am. And okay. So you, you did take a picture of the Wi-Fi settings at the bottom, right? The name, the password, okay. All right, can we go to your phone? [silence] And then go to setup Wi-Fi. [silence] So for your phone, iPhone or Android? Ask customer. [silence] So, for you, you have an iPhone, right? Ma'am? Go to your settings and then look for the Wi-Fi option on the top right. Okay. Click it and then using the right name, [silence] okay, there and then using the password which the one you just took a screenshot of, make sure to key it in very carefully. Okay. So I've got it, I've typed it. Okay, can you see the little icon with a ball that's purple? [silence] Can you see the purple ball? [silence] [silence] Oh, at the top. All right. [silence] Keep concentrating on it because you will see a tick mark going around it. Okay, nice and steady. Yeah, the Wi-Fi is connecting [silence] So, we'll call you back once it's connected. And thank you for waiting ma'am. Waiting till you receive the phone call. [silence] [silence]
14:00
Speaker 1
Yeah? Yeah? So the Wi-Fi. Sorry, the Wi-Fi's on and it says community fiber. There's a tick and it says no internet connection. Yes. But it says underneath, no internet connection
15:00
Speaker 2
Okay. And then wi-Fi. All right. Now do you yeah there's a tick on the community fiber. Okay. So it's already connected. All right. Right now. Can you check the lights on the on the router?
15:00
Speaker 1
Router, so the power is on and it says, optical is flashing and that's it. Three. It's usually power, optical and the two point, five, G, E. Yeah. yes sorry okay okay I've got it um No, I can download it, if need be. Yes, I've got Safari. Yes.
16:00
Speaker 2
Yeah. So, actually, the, uh, okay, we will try to access the router settings, okay? And check whether this router is able to get, um, a signal from your modem, okay? Because yeah, yeah, we will try to access it using your phone. Hopefully, we would be able to do that, because sometimes, um, uh, with, with phones, it won't let us access the setup page. So, on your phone, do you have like Google Chrome? Okay, you don't have Google Chrome. How about, um, Safari?
17:00
Speaker 1
Yeah. OK. Yeah. Sorry, H. Bear with me, sorry.
18:00
Speaker 2
okay. All right now open up Safari. Okay and then um on the address bar type in http Yep http colon slash slash okay no worries [ silence ]
18:00
Speaker 1
Um... where'd the colon go? Sorry, I can't find the colon. All right, two dots, yeah. Sorry, and then slash-slash, yeah, yeah, yeah, myreader.info. Okay? So it says that Safari can't open the page because the server can't be found.
19:00
Speaker 2
The colon that's the two dots. It's okay. yeah. Slash slash my router or myrouter.info. Then press enter. Okay. Let's just try this one.
19:00
Speaker 1
okay, H T T P colon slash slash Yes. Oh 192.168 dot 1 dot 1. okay. yeah it says download the lynx link see app for setup Yes I do, yeah. yeah.
20:00
Speaker 2
Let's try again. HTTP://192 dot 168 dot 1 dot 1, and then press enter. Aside from that, do you have other options? Do you see pictures of two phones? Can we tap on it?
20:00
Speaker 1
So it's asking me to sign in. It's got email address. So do you want me to put my email address as well? It says email address and password. No, it just says don't have an account, click here. Yeah, want me to click that? Sorry. Okay, so it says create a Wi-Fi account. Now it wants your email. First name? Enter your email address. Enter your password. April 1st, 17th, I think 7, yay, 1992. [silence]
21:00
Speaker 2
OK. Let's try the Wi-Fi password underneath the router. No, no, No, um, underneath that. Do you have the option to sign in locally using the the router password. Below that? Do you have other options, like sign in locally? OK, Don't have an account. Yes, ma'am. It's okay, just.
21:00
Speaker 1
Yeah, a Linksys, smart wifi account. Yeah. Uh, it just says, um, read and accepted statement, send me information, and create my account. Yeah? Okay. No, it just says, it says sign in. It just says sign in. Uh, when I press sign in, it says you have to put your email address and password.
22:00
Speaker 2
It says, create a Wi-Fi account. Okay, can we try to scroll down? That's it. Can you go back? Okay, if you scroll down, do you have an option there to log in using the router password? It says, it says.
22:00
Speaker 1
I'm so sorry, taking up so much of your time. yeah. No, nothing. No, no, there's not that ultion. yeah, sure. Okay. Yes, uh, yeah. Yes. Okay, yeah. Yes, I do, yes. [silence]
23:00
Speaker 2
Okay. No, no worries. No worries. Yeah, because actually you should have an option there like local access or uh access using router password, something like that. You don't see that option, below. Can you uh take a screenshot of that ma'am? Uh the whole screen, okay? Just take a screenshot of the whole screen. And can you send it to me? Um I'll just send uh you an email, okay? Are you able to go online using that phone? Do you have data?
23:00
Speaker 1
That's okay. That's okay. Thank you very much. Okay. [silence]
25:00
Speaker 2
Okay, just give me one minute ma'am, I'll send you the email. Hold on. Thank you. I have to go. Yes, ma'am. I just sent you the email. Just reply to that email with the attachment.
25:00
Speaker 1
Okay. So so you want me to send these two photos to that? Yes. [ silence ]
26:00
Speaker 2
Yeah, just reply to the email and then attach the photos or the screenshot.
26:00
Speaker 1
I'm sorry, I'm not brilliant on my phone, I'll be honest with you. Um, just, let me just, cute. Let me, let me just get link. Awe, insert photos. Okay. Okay, hopefully, I have just sent that to you. [silence]
27:00
Speaker 2
Okay, take your time. No worries. Okay. Let me chat this.
27:00
Speaker 1
Hi, so this blue light is on now, and it's stable. On the router, and the power and the optical light are stable, and the 2.4 g e light is flashing. [silence] I don't know if that means anything. This is when I need my husband here, to be honest with you. [silence] [silence]
28:00
Speaker 2
and the blue light is on. OK, that's all right.
28:00
Speaker 1
No. Uh-huh. But I've just- I've just gone back onto the settings, um, and onto, um, the Wi-Fi and community fiber, and it's now not saying that I've got no internet, so. Mm-hmm. Yeah. Okay. What- what- yeah, what's the, the best way, sorry, while I'm on my phone, what's the best way to check whether I've got.
29:00
Speaker 2
Okay, yeah. All right, so yes, you, so you don't have that option to access local. Yes, all right. That's fine ma'am. Mhm. Okay. Can you check if the internet is working? Shoot, because maybe earlier, remember, when we checked the the lights on your uh, on your community fiber modem, there are only two lights lit up. So maybe, yeah, you weren't getting a signal from them. That's why the Linksys is uh, not working because this, the Linksys router relies on your modem connection, ma'am.
29:00
Speaker 1
internet, whether I've got... OK. This... Oh my God, you are amazing. Yes, I am online. OK. Yeah. Yeah. It's all working. Oh my God, you're an angel. Thank you, I'm so... I'm just trying to watch a football... [silence] Transcription No speech during this interval. [silence]
30:00
Speaker 2
Yeah, just open Safari. Open up Safari. You may turn off your data. Okay, turn off your data first and check if you can get access using Wi-Fi. Try to open any websites. Are you online? Yep, try try try some more. Uh, maybe you can access YouTube. If you have a YouTube app installed on your phone, you may try opening it and check if you can uh, stream videos. [silence]
30:00
Speaker 1
To believe it or not, I just want to watch the football. Um, yeah, it's, it seems to be working. Thank you so much. No, honestly, thank you so much. Thank you for your time. I'm so, I'm so sorry that I'm, I'm not very, um, I'm not very tech savvy. So, um, it it takes me a time, but thank you so much. I really appreciate it. Thank you. Okay. Thank you. Take care. Take care. Bye-bye. Bye. [silence]
31:00
Speaker 2
Oh, okay. Okay, that's very good. That's good to know, Miss Dawn. So, would there be anything else that you need help with? You're very welcome. I appreciate your time and your patience. Oh, no, no, you don't have to say sorry. Okay, we're here to help you. That's how okay. That's all right. Thank you for your time and your patience, Miss Dawn. So, you can always give us a call back if you need help, okay? This is Epi from links. Thank you for calling. You do have a great day. You're welcome. You too. Bye-bye.
31:00
Speaker 1
What a waste of an evening.
32:00