V2 Rubric Detail — 7402f1d8-7498-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:29
Duration
28m 31s
Contact
Diego Dawel-benganin
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135301
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX57CF reconfiguration?adding node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+41.8)

V2 Grader Summary

The agent delivered technically accurate, logically sequenced troubleshooting using appropriate tools and maintained strong ownership and communication. The extender was actively onboarding at call end, indicating progress toward resolution, though final confirmation was not achieved. Empathy was present and customer effort was minimized, supporting a Partial Resolution outcome.

V1 Case Analysis

Customer unable to add SPNM60 extender node; guided to web UI, reset node, connect via LAN ports. Node still onboarding.

Troubleshooting Steps
  • Verified model number (SPNM60) via conversation.
  • Directed customer to access router via local IP (192.168.1.1) using Chrome.
  • Guided through router admin login and skipped Wi‑Fi customization.
  • Instructed a 20‑second reset of the extender node.
  • Advised correct Ethernet port usage (LAN‑to‑LAN).
  • Monitored onboarding status on the web UI.
Key Observations
  • Agent initially misheard the model number as 'SPN MX five seven' but corrected to SPNM60 by [04:00], which is acceptable given ASR normalization for SPNM series.
  • Agent correctly identified that the SPNM60 uses myrouter.info and advised 192.168.1.1 as fallback — both valid per KB.
  • Agent gave technically accurate instructions for reset duration, LAN-to-LAN connection, and onboarding monitoring.
  • No verification of successful router login; login status remained unclear.
  • Call lacked a clear closure point; the node remained in onboarding with no confirmation of success.
  • No collection of serial number, warranty status, or case reference.
Positive Highlights
  • Correctly identified that SPNM60 requires web UI (not app) for setup — consistent with adjacent_smart_home_iot.md and universal_legacy_device_wifi.md.
  • Provided correct access URLs: first attempted myrouter.info, then correctly advised 192.168.1.1 as fallback — both valid per KB.
  • Accurately instructed a 20-second reset of the SPNM60 node — matches universal_factory_reset.md for SPNM series.
  • Correctly clarified that the extender must be connected LAN-to-LAN, not to the Internet port — aligns with universal_factory_reset.md and mesh setup best practices.
  • Accurately described onboarding process and expected LED behavior (blinking magenta/purple) — consistent with SPNM series behavior.
Agent Errors / Gaps
  • Failed to confirm successful login to the router admin interface before proceeding; login status was ambiguous at [07:00–10:00].
  • Did not collect essential case information (serial number, warranty status, case number).
  • Did not provide a concrete next-step or escalation path when the node remained in onboarding.
  • Provided a vague timeline (3–6 minutes) without confirming completion or offering follow-up options.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
The extender was actively onboarding (blinking magenta → solid blue) at call end, indicating progress but no final confirmation of successful integration or stable connection.
R2 Met Diagnostic thoroughness conf 92%
Agent guided customer to use local IP (192.168.1.1), diagnosed incorrect WAN-to-LAN cabling, instructed factory reset, and initiated setup via web interface — all logical, relevant steps aligned with KB for SPNM60.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting appropriate to an out-of-warranty mesh setup issue without dismissing the customer, consistent with OOW expectations for configuration support.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified core symptom (extender not recognized), verified model numbers (SPNM60), diagnosed miswiring (WAN vs LAN), and determined need for reset and re-pairing — demonstrating a logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used local browser access (192.168.1.1) instead of relying on the unsupported app, and leveraged physical reset and LED status — correct tools for this scenario.
T3 Met No misinformation conf 97%
All technical guidance — using 192.168.1.1, resetting for 20 seconds, connecting LAN-to-LAN (not WAN), and using myrouter.info-based web setup — is accurate per universal_factory_reset.md and adjacent_smart_home_iot.md.
Communication
C1 Met Clear & professional language conf 93%
Agent verified identity, maintained control throughout, provided clear transitions between steps, and managed the interaction despite customer frustration and technical hurdles.
C2 Met Confirmed understanding conf 92%
Agent adapted language to customer’s level, confirmed understanding ('Let me know once it’s open'), and adjusted approach when browser issues arose (switching from Safari to Chrome).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took full ownership, did not transfer, and stayed with the case through extended troubleshooting, honoring the commitment to resolve.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps (reset extender, change cable to LAN port, wait 3–6 minutes) and realistic timeline for pairing, with ongoing availability during wait.
O3 Met Closure confirmation conf 95%
Agent acknowledged prior contact ('you’ve been on a call with colleagues') and continued the same troubleshooting thread without re-asking basic questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a standard setup issue resolvable at L1 with correct 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 89%
Agent acknowledged customer frustration ('I understand'), remained patient during repeated issues, and offered supportive space ('grab water, coffee, I’ll keep it here') showing empathy and professionalism.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, allowed time for onboarding, checked in appropriately, and maintained engagement despite technical difficulties and fragmented communication.
X3 Met Overall experience conf 87%
Agent reduced effort by directing use of IP address instead of app, avoided unnecessary steps, and handled configuration agent-side via guided instructions rather than requiring customer to research.
Call Transcript41 turns · 47 lines
Speaker 1
Hi there, good afternoon. So my son has been trying to resolve an issue with the router that we received. So basically, I requested a booster for our Internet. We received the little router. He's trying to set it up. We've done all the steps that are possible. He's got
00:00
Speaker 2
Welcome to Linkz's support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
I've been on the call with some of your colleagues. Now we are trying to get into Linksys app. We've reinstalled, installed at least twice or three times. None of it is working. And the the booster, the booster, the router is not recognized. The app on Linksys is constantly getting settings, not working. M. Getting to the point where we have been doing this for over two and a half hours. I really would need some resolution with this because it's just getting most of the day and we're getting nowhere. Um so just going to pass you over onto my son. I'm here with him. Uh but he's been doing all the legwork so hopefully you can help him. [silence]
01:00
Speaker 2
Got it. So, let me just verify your record right here. Okay. There's a record based on your phone number under the name of Jago.
01:00
Speaker 1
Yes, Diego has been talking to you and your colleagues, yeah? SPN MX five seven SPN M six zero
02:00
Speaker 2
Alright. Let me check the model number. Okay. SP and a Mac 27 CF. Okay. Got it. So, what's the model number of the new one? What's the model number of the existing port tower? I mean the the main tower. The main tower. Sorry. Thank you. Oh, okay.
02:00
Speaker 1
Yeah, both of them are from Community Power. The main power was, the main power was working. We never had a, a need to log on into the app per se. I, I don't recall and if I have, it must have worked because otherwise I would have I would have told you or I would have called you. So, uh, so it must have worked.
03:00
Speaker 2
community fiber I see was that add working before with that server the main tower it no okay you don't that makes sense because trying to log in using I mean trying to log into your app with this model number is not possible it has a different log in page so you'll need a browser to log into the system settings of the system sales
03:00
Speaker 1
I'll do the English, but I was gonna use the screen okay so I'm and are you using so my son is trying on his another phone unlike a browser rather than an app or do you have you got an iPhone? Is there any anywhere you can log on? Yeah grab a browser open [silence]
04:00
Speaker 2
SPM60. Let me just verify that. I'm checking now but but I think it's not possible yeah it's really not possible to link that your license app it has a different login anyways you got me in the line I'll show you the login of that. All right. Sorry go ahead you you have another question. Sure. You have a. Actually we can use the phone is that is that iphone or Android. iPhone all right. You have the Safari browser open. Go to my.
04:00
Speaker 1
It says this connection is... wrong So, time. It says it's not private. I said yes it's not private Oh, okay. And now it says 404 not found. TV Yes I do. It wasn't
05:00
Speaker 2
I router.info. Not private. Yes. Correct. Show details, and visit this website. That's weird. Do you have Google Chrome? Okay. Open your Google Chrome. We're going to try the IP address. Let me know once it's open.
05:00
Speaker 1
Okay. 오케이. 저는 안에 있어요, 제가 저 링크를 똑같이 씁니까? 192.168.이라고요. 1. 한번 이상한 빌 मुइ립파... [silence] [silence] 다음에 또 만나요.
06:00
Speaker 2
Use the IP address this time. So, that's 192 dot, yeah, dot 168 dot, one dot one. Correct, yeah. 192.168.1.1. Correct.
06:00
Speaker 1
Okay, yeah. I'm on link sys now. [silence] The route to password. Okay. [silence] It's not very romantic. The one that is left. If there is ospit and hospice, then this is maybe the hairdresser. [silence] No, worse is like [inaudible]
07:00
Speaker 2
enter. What do you see now? I don't think it is now. Enter the router password of your main tower. Yeah, the main tower password. If you don't want to customize your Wi-Fi and password just skip that, press next and continue.
07:00
Speaker 1
I'm trying to guess what does it mean by guest network?
09:00
Speaker 2
It's just for your guests. They won't be able to access the main internet source, which is, you know, main tower. They can have, they have separate internet. Hmm?
09:00
Speaker 1
Oh yeah, it went up for a little bit. Oh, yeah, yeah, yeah. It says I am in. Now this is good afternoon, and it show me the books. okay.
10:00
Speaker 2
Okay, let's add the extender tower. Where's the, is it near, nearby the main tower or What's the light of the extender tower? Blue? Wait, hold on. If it's blue, then it's working. One second and should be working. I understand. All right. You see the three, wait, you see home menu and support, right? Click the menu. It's the middle tab. And then go to
10:00
Speaker 1
West Virginia. Can you see privacy? Yes. OK. The main tower, yeah. Just the main tower, yeah.
12:00
Speaker 2
instant topology. you have incredible Wi-Fi instant admin instant topology. is the tower showing there? there should be two if it's throwing. only just the main tower? okay. all right, um, reset the extend the tower, press and hold the reset button, hold it down for 20 seconds.
12:00
Speaker 1
I have a question, I don't know if this affects the, the actual router or not, but, you know when I, when I'm supposed to plug in the uh, the internet cable into the main source, does it not matter which, which ethernet uh, receiver it goes into? Because there's like two, three, there's internet one, and there's like a weird symbol one. Does that matter or no? Yeah, the, I'm talking about the extended tower, is, I have the ethernet cable for it in the internet one, the yellow one, but I plugged it into the main into the.
13:00
Speaker 2
It does, but which tower are we talking here? The extender or the main?
13:00
Speaker 1
main tower under the second one okay so so should I take are the internet one there is three so I put it in I put into the third one fourth it's the the secondary tower and the first tower does it matter on least
14:00
Speaker 2
That is if you're going to make use of that as a standalone router, so that setup is correct. But right now, you want to make use of that as the extender tower, same WiFi name, same password, same network. So it should be Ethernet to Ethernet, not the Internet. Or land to LAN. Yeah, disconnect that from the Internet port and plug it into the Ethernet port. Any of those Ethernet ports, there are probably three, I think. Uh, it should be still Ethernet.
14:00
Speaker 1
Okay. Yeah, I just put it into one of the Ethernet ones. Yeah. It's blinking blue now. Okay. It is pink or purple, magenta right now. Yeah. It's asking me for route or password right now. T. Okay.
15:00
Speaker 2
if you're connecting your extender tower. All right, that's correct. Tap out. So you can reset it now. And what's the light if you already done a reset? Linking blue. Alright. Let me know once the light is black, solid purple, pink or magenta and we can start the process to set it up. Alright, go back to the Linksys web page. And then go to home. Press the home. Oh, sorry. Oh, okay. Just enter the router password.
15:00
Speaker 1
it's loading now. [silence] They have WaphanameCaptu J1909 exclamation mark. Yeah. Alright. [silence] It's not that I'm logged in through the password, but the app used the right password. And there is the old password event. Okay. I’m afraid and leave the room. It's very fine. And I’m not sure.
16:00
Speaker 2
Can you try the old password, maybe that will work. Are you backloading or what are you using now?
17:00
Speaker 1
I've loved that game yeah all sir underscore a new product did you say? Sorry, did you say setup a new product? Okay. Wait one note to finish the pin starting up indicated by a solid blue light. Okay. Should I just press next?
20:00
Speaker 2
Do you see the menu, new option? Again, press that, the second tab. And then go to the left-hand side, 'there's a menu, 'there's my network, restart network and 'set up a new product.. 'Click the 'set up a new product.. 'Yes, set up a new product, sorry.. 'Yeah.. 'just press next..
20:00
Speaker 1
I want the light. This is it blinking magenta now. Now, now the other one's blinking wise. Yeah, the main tower is blinking right now. I don't have any other questions. No, because this one, they're just trying to connect that to each other. I want.
21:00
Speaker 2
Alright, it's trying to communicate to the main tower and it's gonna take probably three to up to six minutes. You mean the main tower? The main node? It's okay. It's trying to broadcast its signal. Alright, it's waiting. You can ask me questions. If you have questions, you can take your time. Grab water, coffee, whatever. I'll keep it here. Okay, cool.
21:00
Speaker 1
Okay, the... secondary tower is a solid blue while the primary one is still blinking white. Yes, they're still searching for nodes.
22:00
Speaker 2
Okay. And what's on the web page? Is it still trying to communicate or it's done adding it? Uh huh.
22:00
Speaker 1
there's a Danielle risk on the website
23:00
Speaker 2
Wait till it's finished. Oh sorry, um... I'll submit the... [silence]
23:00
Speaker 1
He's onboarding now.
24:00
Speaker 2
So did you say it's unboarding now? Okay. It's almost 10.
24:00
Speaker 1
I want I want I used to have a Java Javas the website's still loading, saying onboarding. nodes. Generally, you should have a subjective Java. That's what they have about Java. programs. That's not going to be the original one. How do you? They are out of their. He thought about. So then And R. R. To do to D. Hey cap to. Oh. Hey cap to. Oh. Huh. Come to R. I, I, sorry, no, it's not, hold on, it's not, it's not watching. It's not watching. 2D. 1D. Yeah, then.
25:00