⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). 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
Resolution4.06/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.8% (+37.8)
V2 Grader Summary
The customer confirmed resolution with a solid white LED, indicating the node successfully reconnected. The agent’s guidance to wait and reposition was technically valid per KB for red blinking on Cognitive Mesh nodes. While troubleshooting was minimal and communication lacked depth, the outcome was achieved without critical failures. No escalation was needed or warranted.
V1 Case Analysis
Customer reported child node blinking red then solid red. Agent did not collect model/serial, perform reset/power cycle, or verify cables. Incorrectly stated solid red LED was a positive sign. Issue unresolved; advised trying another node without confirming resolution.
Troubleshooting Steps
Asked customer to wait for node to come online
Suggested moving node closer to parent router
Requested purchase location (Amazon) – no further action
Key Observations
Agent did not collect product model or serial number (critical protocol failure).
No standard troubleshooting performed: no power cycle, reset, or cable verification (violates KB Path D for red/blinking LED).
Agent provided materially incorrect technical advice: stated solid red LED was a positive sign and would resolve itself ([06:00]), directly contradicting KB guidance (solid red = no internet or child node disconnected).
Agent did not verify parent node status or internet connectivity before troubleshooting child node.
Call ended without confirming device state or setting a clear next step; customer left with unresolved issue.
Positive Highlights
Agent remained on the line and monitored node LED state with the customer.
Agent showed patience by allowing time for node response.
Agent Errors / Gaps
Missing model/serial collection — critical protocol breach for product-specific support.
Did not perform standard troubleshooting steps for red/blinking LED (power cycle, reset, cable check) — violates KB Path D.
Provided materially inaccurate interpretation of solid red LED — per KB, solid red means 'No internet connection' or 'child node disconnected from parent', not a positive transitional state.
Failed to verify parent node health or WAN connection — poor problem isolation.
Did not set a definitive next-step or escalation path — left customer without resolution.
V2 Indicator Ratings
Resolution
R1MetIssue actually resolvedconf 95%
Customer confirms node achieved solid white LED — per KB, this means 'online and healthy' for Cognitive Mesh models (SPNM60/62/60TB). Issue resolved.
R2Partially MetDiagnostic thoroughnessconf 88%
Agent advised waiting and relocating near parent, which aligns with Path B for red blinking on Cognitive Mesh. However, skipped power cycle, reset, or web UI check — minimal troubleshooting beyond passive waiting.
R3MetCorrect resolution pathconf 82%
Agent pursued best-effort resolution path: guided customer through relocation — a valid and appropriate step per KB for red blinking (disconnected child). No indication of warranty status, but action matches OOW best-effort standard: explain limits, provide path forward.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 75%
Agent identified blinking red (symptom) and inferred connection issue. Asked purchase source — irrelevant — but did not ask about power, cable, or prior resets. Root cause not confirmed, though relocation suggests signal issue.
No tools (e.g., web UI at myrouter.info) were used. While the KB for Cognitive Mesh (SPNM60/62) suggests power cycling and repositioning as early steps in Path B, the agent skipped the power cycle and went straight to waiting/repositioning. Tool use was not strictly required for the outcome but was bypassed.
T3MetNo misinformationconf 93%
Guidance to move node closer to parent is consistent with KB Path B for red blinking on SPNM models. No technically inaccurate advice given.
Communication
C1Partially MetClear & professional languageconf 71%
Agent maintained basic control but had multiple unexplained silences, vague timing ('wait a bit'), and no initial framing. Transitions like 'let's proceed' lack clarity on next steps.
C2MetConfirmed understandingconf 85%
Agent used plain language ('wait', 'move near parent') and avoided jargon. Confirmed understanding by checking status ('is there any progress?').
Customer Ownership
O1MetOwnership & empathyconf 94%
Agent stayed on case, did not transfer, and followed through until customer reported resolution. Ownership demonstrated.
O2Partially MetProactive follow-throughconf 69%
Agent stated next step ('proceed on the downstairs') but gave no timeline or detailed expectations. Follow-up implied but not formalized.
O3Not ApplicableClosure confirmationconf 90%
No prior case history referenced; no handoff occurred. First-contact interaction assumed.
No escalation made and none warranted — issue resolved through basic troubleshooting appropriate for L1.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1Partially MetCustomer effort minimisedconf 72%
Agent acknowledged progress ('that's good to hear') but did not explicitly recognize customer’s frustration or repeated setup issues. Professional but minimal empathy.
X2Partially MetTone & rapportconf 68%
Agent maintained neutral tone but did not adapt pace or emotional engagement to customer’s expressed stress ('took me almost two days'). Engagement was reactive.
X3Partially MetOverall experienceconf 65%
Agent avoided asking for repetition of known info, but guidance was minimal and did not reduce effort significantly (e.g., no remote diagnostics, no pre-emptive steps).
Call Transcript10 turns · 12 lines
Speaker 1
This is Linksys Technical Support Calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, sir. Yeah, we got disconnected again. Okay. Nice. Nice. Then Okay. Okay, so let's let's just wait for one of the child nodes to go online first and then let's proceed in plugging in back the other child node once the the first one goes oh my god mm-hmm mm-hmm all right sir so let's give it um at least three minutes
00:00
Speaker 2
go and the Red blanket clean Well, yeah, no, I, I had, yeah, I had the first one unplug and will call it downstairs. And then I've got this one plugged in upstairs and we moved it after it was a solid red. Nah, it just went from blue blinking to red, red blinking. Okay.
01:00
Speaker 1
Hello sir Beau. How was it? Is there any progress? Still just blinking red? Just to just to confirm with you sir? Just to just to confirm with you sir, where where did you purchase this?
03:00
Speaker 2
I know, it still just blinking red. Yeah, kind of a fast blink. And it's probably 10 ft away from a active child node that um,
03:00
Speaker 1
Of course by the way has asked some Amazon all right uh... let's just wait for it sir like a just another 30 seconds and if it's still not um you know going back online let's try and see if it will connect back once we connect um I mean plug it near the parent node all right
04:00
Speaker 2
The note, just Amazon. Okay. Sure. Yep. Okay. [silence] Last time when I had set up issues with the original A, it actually helped to unplug it from a reset Xfinity and the mother node uh, and let them all recycle together. I don't know why, but it did. And that's what helped. It took me almost two days to get the whole original A set up and working.
04:00
Speaker 1
Hello, sir? [silence] Can you hear me? Oh, it just went south by. [silence] Okay, that's a good. Okay. [silence] Yes, sir. Um, it's probably like taking a while though, but I think it it's um, it's working.
06:00
Speaker 2
Yeah, honestly, it was mostly because the app kept choking on it for some reason. The app doesn't really, it's planned right instead of work. Wait, I have a white light. I don't know if you're there. Did I lose you? It finally has a white light. Y? I can't hear you. Yeah, wait. No. Now it's now it goes now it's going red red solid, so but that's probably good because then it'll go back to white, right? Okay. Okay.
06:00
Speaker 1
so it just went back to solid white? Okay, that's good to hear, sir. All right. Um, let's let's proceed on the downstairs.
07:00
Speaker 2
yeah it is it just finally kicked in the solid uh white where it is now yeah that's all right now okay