V2 Rubric Detail — 6d8dba86-7632-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:23
Duration
30m 44s
Contact
Amanda moulds
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Janessa Tubon
HappyFox Case
#LTS00035663
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Samy Nakhel (absolutely-pc@hotmail.com)
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall20.4% (-15.6)

V2 Grader Summary

The agent misapplied the 5-press method to a SPNM-series node, which requires the Pair button per KB documentation, and failed to use available tools like the web UI. Despite the customer’s clear frustration and unresolved issue, the agent did not escalate and instead deferred resolution to a future call, resulting in an ownership gap. Technical inaccuracy and lack of proactive ownership were decisive.

V1 Case Analysis

Customer unable to pair child node (red LED). Agent incorrectly used 5-press method on likely SPNM6x node and failed recovery key entry. Ticket opened (35663) for escalation. Recommend verifying model, using Pair button method, and checking signal strength.

Troubleshooting Steps
  • Power-cycled parent and child nodes.
  • Factory reset child node (resulting in solid purple LED).
  • Instructed 5-press reset on parent router to initiate pairing.
  • Guided customer through app login and attempted use of recovery key.
  • Advised uninstalling and reinstalling the Linksys app.
Key Observations
  • Agent incorrectly used the 5-press method on a device that is likely SPNM60/62, which requires the Pair button method (led_cog_mesh_group_d_spnm60_62.md).
  • Model and serial number were never confirmed; agent guessed 'SPN MX 55' without verification.
  • No verification of parent node internet connectivity before pairing attempts.
  • Recovery key guidance was technically incorrect and failed; agent did not clarify difference between router password and recovery key.
  • Call ended without clear next-step timeline or callback arrangement, only a ticket number.
Positive Highlights
  • Collected customer's phone number and name.
  • Attempted multiple troubleshooting steps (power cycle, reset, pairing).
  • Created a ticket for escalation and provided the ticket number.
Agent Errors / Gaps
  • Used 5-press pairing method on a likely SPNM6x series node, which is incorrect (should use Pair button method per led_cog_mesh_group_d_spnm60_62.md).
  • Failed to collect or confirm product model and serial number, leading to incorrect troubleshooting path.
  • Did not verify parent node internet connectivity before attempting node pairing.
  • Provided unclear and incorrect guidance on recovery key usage, leading to failed authentication attempts.
  • Did not establish a concrete next-step timeline or callback arrangement after escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ends call stating they will try again later with an iPad; child node remains unconnected and issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed factory reset and instructed 5-press pairing but did not verify model or try alternative methods before stalling.
R3 Not Met Correct resolution path conf 97%
Agent applied 5-press method to SPNM55 (GigaClear), which requires Pair button per KB; wrong path for product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED symptom and reset but omitted key questions about firmware, WAN status, or network topology.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access web UI (myrouter.info) despite customer mentioning it, nor used app diagnostics or remote tools to verify node status.
T3 Not Met No misinformation conf 98%
Instructed 5-press pairing on SPNM-series node, which contradicts KB: SPNM60/62 use Pair button, not 5-press (per Assessment 3 and KB).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent provided some structure (e.g., 'give it 3–5 minutes') but lost control during long silences and repetitive 'uh huh' responses.
C2 Partially Met Confirmed understanding conf 86%
Used simple terms but failed to adapt when customer struggled with recovery key entry; no comprehension checks during critical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abandoned resolution path by deferring to future call with iPad instead of pursuing available troubleshooting now.
O2 Not Met Proactive follow-through conf 93%
No clear next step or timeline set; only instruction was 'call back when you have an iPad' — no proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Case remained unresolved with technical barriers; agent should have escalated to L2 given incorrect procedure and failed recovery.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution criteria (correct team, full details, customer informed) were not met.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'no worries' and remained polite, but did not acknowledge customer’s repeated frustration or prior failed bot interaction.
X2 Partially Met Tone & rapport conf 85%
Agent stayed on script despite customer confusion about recovery keys and app navigation; tone was flat but not dismissive.
X3 Not Met Overall experience conf 96%
Customer was forced to uninstall/reinstall app, re-enter recovery keys multiple times, and told to obtain another device — avoidable effort.
Call Transcript42 turns · 48 lines
Speaker 1
Hi, um my child node is not connecting at all. It used to but all of a sudden in the last few weeks it's been red. I've tried the bot, but I'm not getting anywhere over that. I said, I need to speak to somebody. The bot, you know, the robot thing. Yeah, it doesn't help me at all, I'm afraid. Um, no. very frustrating. I've only got one child node. Yeah, that's it. [silence]
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 Linksys. This is G. How can I help you today? [silence] You tried the what method, ma'am? You tried to- [silence] I see. So, oh, how many- [silence] Yes, how many child node uh is not working right now? one child node. So two device, one parent, one child. [silence] Okay. [silence]
00:00
Speaker 1
Yeah, 07882 381942. That's it. Mm-hmm. That's right. What sorry? Yes, I've done I'll tell you what I've done. Um, they give me a summary. So I've tried power cycle parent and child nodes. So I did a factory reset on the child node which is now showing purple. [silence]
01:00
Speaker 2
And, okay, I may have your phone number ma'am, Please? 9 . 4.2. Okay. Am I speaking to Miss Amanda? Okay. Thank you. And What do you have here is an SPN MX 55 from GigaClear, correct? Okay. Okay. What's the light at the top of your child node ma'am? The light indicator on the top of your child node. purple. Did you reset this node or not?
01:00
Speaker 1
attempted to access some this is webUI at my router router dot info, but I didn't understand what they're talking about. So I get really cross when I can't get things working. Right. I'll put it, I'll put it next to the parent one. Yeah. Mm-hm. Right. The parent. Right. Five times, okay?
02:00
Speaker 2
uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. okay. okay no worries where is this node right now ma'am? What? next to the parent node and uh steady purple light on the top right? uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. uh huh. Okay, how about you do this now uh underneath your parent node you have the reset button right? Uh huh. uh huh. uh huh. uh huh. Yes, don't press the reset button yet. uh huh. uh huh. uh huh. uh huh. uh huh. What you need to do is to press and release the reset button of the parent node five times. uh huh. uh huh. uh huh. uh huh. Uh huh. uh huh. Uh huh. Uh huh. uh huh. uh huh. Uh huh. Uh huh. Uh huh. uh huh. Uh huh. Uh huh. Uh huh. Not too fast not too slow.
02:00
Speaker 1
okay so flashing I'd say what white really right it's back to blue now yeah it's flashing purple oh hang on it was it was now it's flashing red okay I just don't understand why uh because I've had this for a couple of years and it's been fine and it all of a sudden in the last few weeks I couldn't connect when I was outside I was like what's going on and I looked at the child and it was red so I don't know why it would do that
03:00
Speaker 2
Okay, what's the light on your parent node, Miss? okay, let me know if it's back to a steady blue, okay? back to blue, okay, that's good. can you check on the light on the top of your child node? Is it flashing red or flashing purple? flashing purple. Okay, that's good. So, let's give it 3 to 5 minutes, ma'am. This method is actually one way of adding a child node. So, let's just give it three to five minutes. Mhmm. Possibly there's a new update or firmware update, ma'am, which causes this note.
03:00
Speaker 1
well i talked to one of my neighbors about this on sunday she said mine does mine's done that she said oh i thought it was just me i said no mine's doing the same thing so we both got the same beta clear and everything so i written her this on the sign that it doesn't know what i'm doing [silence] It still flashing red. Yeah. Okay. Oh, I don't know when I started GigaClear. Say a couple of years, I don't know. Probably not as long. Oh, right, it's now blue at the moment.
04:00
Speaker 2
Let me know if there's any changes on the light indicator on the child node, okay?
05:00
Speaker 1
[KEEP_UNCERTAIN] Because I've done this... Yeah. Yeah yeah it's. it's gone red. Okay, it's blue now. Yeah. Yeah, I mean it was showing that it was offline when I looked last time, so, um I think I can do that quite a few old. Hang on. Um... [silence]
06:00
Speaker 2
seconds more ma'am it might go change colors uh huh that's okay just give it more time okay okay that's good you have the app right okay you can confirm it on the app ma'am just check if this note's already on your network hm
06:00
Speaker 1
Right. Yeah, it says we found, oh, it says we found a new network. Okay. Root password. Okay. I'm on the bottom minute, no. Is it a root password, or the node password?
07:00
Speaker 2
OK. Were you able to check on the app? OK. Add to account. Mem. Mem. Router password. Madam.
07:00
Speaker 1
[silence] I do, yes. So click, should I click reset password? [silence] can't right. Hang on. It's too small to read I just trying to read it. I hope you. I can't even see the setup okay. Okay. I can't
08:00
Speaker 2
Were you able to create a router password before, or not? If you can't remember the password, yes, ma'am, you have an option to reset the password without changing your Wi-Fi password. Okay. Yes. It will then ask for a recovery key. So that key is located underneath your parent's notes. It's a five digit number, ma'am.
08:00
Speaker 1
[mumbles] there isn't anything that says recovery keys. No. I'm looking on this. Oh. Recovery keys. All right, I'm looking on the app for this thing. Right, okay. Okay, put that in. That key doesn't work. That's the parent code, yes? This is 54109. Yes.
09:00
Speaker 2
but are you checking it underneath your parent node? Okay. Check it on underneath your parent node. Okay. Did you check it on the parent node? Okay, it didn't work. what's the number, ma'am? Okay, it didn't work.
09:00
Speaker 1
Just check it and try again, but it's 5 4 1 0 9. That's what I put in. That is the parent node. Right, okay. Five, nine, six, seven, six. Oh, how did I get nice, how do I, it's not letting me, hang on a second. It's not letting me do it. Every time I change the number, it's changing one number and then telling me I only got three tries left. How do I get rid of the?
10:00
Speaker 2
Okay. Uh, [silence] he did not work, right? Or can you try the recovery key underneath the parent node, ma'am? I'm sorry. The child node. [silence] Did it work?
10:00
Speaker 1
No. No. Yeah, no, I haven't. I've only got my phone. Un-install it. Right remove app from this app. OK. And then put it back on. OK.
11:00
Speaker 2
Okay, ma'am. Do you have a computer or maybe an iPad that we can use? Okay, cuz we might need to access this one temporarily leave. Okay. Can you close the app, maam? Like totally close the app or uninstall the app if you can uninstall it. Yes, totally delete the app on your phone and then re-add it back. Uh-huh. Yes.
11:00
Speaker 1
It's just loading now. Nearly there. Right, okay. Shall I open it? Oh sorry about the interesting um. Oh Oh Oh Oh no it's not letting me um. oh hang on. no. it sounds like your email and password don't match so I have to reset the password, huh? [silence] sorry, what's that? [silence] which is the router password? [silence] It'll write if I say it, got it. so the router password, that's the actual box? [silence] ah, yeah. okay. um,
12:00
Speaker 2
What's the error, Ma'am? Oh, there's there's another option below login with your router password, Ma'am. Did you try that? Login with your router password. If you will, uh, go back to the login page, you will have two options. Um, email, yes, no, m'am, let's do a reset password instead. [silence] [silence]
14:00
Speaker 1
Okay. All right. Okay. So I need to check my email. Um. Oh, okay. I need a new password. [silence] Okay, so it's going changed. So I'll go back into the app. Okay, right, okay, getting major settings, no. [silence]
15:00
Speaker 2
uh-huh yes? and let's go back to log in, man okay
16:00
Speaker 1
Right, so it says we found a network, add this network to your account. Okay. All right, so when we, read the password. So that's the one on the. All right, okay. Just the one I've just done. Okay. No, it's not that.
17:00
Speaker 2
[silence] Okay. Yes, add your account, ma'am. [silence] Okay. That's the one you just created, ma'am. Mm-hmm. Mm. Okay, can you do another reset password?
17:00
Speaker 1
Oh, no, it's asking. Oh, God. So it's back to that recovery K thing. Right. No. That K didn't work. It says, so that K didn't work. Check and try it again. I've got two tries now. Yeah.
18:00
Speaker 2
Yes, that's the five digit number on the bottom of your parents note. So they are not work ringing. I see. OK, so if that's the case, man, then there is a problem with your past.
18:00
Speaker 1
Yeah. Okay. Yeah. What, sorry, I don't understand what you said then. Right. Yeah, I haven't got mine desk door to got an iPad but she's not in it's not here, so I can't. [silence]
19:00
Speaker 2
ma'am. is there any other way for us to use an iPad or maybe a laptop, right? you only have your phone right now. Because there's actually, just to let you know ma'am, there is one way of accessing the user interface without using your Linxxes app. And that's way more accurate than this. anyways, we this. uh, there is another way ma'am for us to see the settings of your Linxxes. yes, that's through the user interface on a laptop or an iPad. Hm, I see. Okay, let me just check on some other uh, other things that we can uh do ma'am, okay? Just stay on the line. I'll be right back after three to five minutes. Thank you, ma'am. Be right back.
19:00
Speaker 1
Hello. i'm in i'm in the app. i'm i'm in the app. No, I've clicked on it. It now says your device has no internet connection. [silence]
25:00
Speaker 2
Oh
25:00
Speaker 1
It's got... well... Yeah, I am, yes. Yeah. So it says, you said there? Yeah. It said device has no internet connection, please connect to Wi-Fi or turn on your mobile data. I'll just have done this. Checking for internet, okay. Now it's down to enter recovery key, but the key's already in there that said it was wrong.
26:00
Speaker 2
Mm. Mm. Mm. Mm.
26:00
Speaker 1
I'm sorry. I'm a right pie, I know. I thought I'm a right pun. Um. so it's now gone back to the screen that says enter recovery key. the recovery key that I've put in is in there, which, which it said was wrong. sorry. well, it's already, it's in there. It's already in the box.
27:00
Speaker 2
I'm sorry, man. Uh-huh. still did not work right recovery case still did not work
27:00
Speaker 1
It it's not, it it's just it's in the boxes. The numbers are already in the boxes. It's not doing anything. I've literally just got the screen up and it says, "Enter recovery key. Look on the bottom of your router." And then the numbers are in it. There's no option to do anything. There's no things to click or anything. So I'll be back another time when I've got the laptop or the iPad. Yeah. Okay. The nine thing that they're working, well, they're both low. Okay. What's my, um... L P S. Oh, yeah. Yeah.
28:00
Speaker 2
okay, go to the uh the reset and reconfiguration, ma'am. That's actually for the last option. If in the case, we don't have any device to use or anything that we will uh use to access the user interface, last option. Yeah, it will be better, ma'am. Let me provide your ticket number. Anyways, for now, you have your two networks or two nodes working. Yes. Okay, your ticket, yes, your ticket number, ma'am is 0 0 0 1. [silence]
29:00
Speaker 1
Yeah. LTS 00135 663. So if I ring back, I'll just quote that. And then you say, and can you say, I'm not taking that call. Okay, thank you. I'll give it another go when I've got the iPad. Thank you. Thank you. Bye. Bye. [silence]
30:00
Speaker 2
[silence] 35663. Yes that's your ticket number. Yes. Just provide your ticket number ma'am. Okay. Okay. Yes. Yes. You can call us. We're up until 9:00 P.M. You're welcome. Have a good day. Bye-bye.
30:00