V2 Rubric Detail — 77d914da-7688-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 02:39
Duration
9m 34s
Contact
Mandy Mckee
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135738
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set Up

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
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.07/5
Overall16.0% (-20.0)

V2 Grader Summary

The agent provided factually incorrect technical guidance (5-press pairing, 'Wi-Fi on speaker'), failed to use basic diagnostic tools, and abandoned a newly purchased device case without escalation or resolution. Despite some initial troubleshooting, the interaction lacked accuracy, ownership, and customer adaptation, resulting in no progress — classifying as Unresolved.

V1 Case Analysis

Customer reported newly purchased SPNM60 node shows solid blue light and does not broadcast default Wi-Fi. Agent incorrectly advised 5-press pairing (unsupported on SPNM60), failed to verify WAN/modem status, and advised return due to out-of-warranty status without confirming hardware fault.

Troubleshooting Steps
  • Asked about modem status and default Wi-Fi name.
  • Instructed power-cycle of node.
  • Guided a 30-second reset.
  • Incorrectly advised 5-press pairing on SPNM60 model.
Key Observations
  • Agent failed to collect serial number or verify warranty eligibility despite discussing return.
  • Provided materially incorrect technical advice: 5-press pairing is not supported on SPNM60 (uses a dedicated Pair button).
  • Did not verify modem/WAN connectivity, which is critical for plug-and-play devices like SPNM60.
  • Assumed hardware fault without validating basic connectivity or configuration.
  • Advised return without confirming eligibility or offering valid troubleshooting path for an out-of-warranty device.
Positive Highlights
  • Agent remained polite and attempted multiple troubleshooting steps.
  • Recognized the device should be plug-and-play and asked about modem status.
Agent Errors / Gaps
  • Failed to obtain serial number or verify warranty eligibility.
  • Gave incorrect pairing/reset instruction (5-press) for SPNM60, which uses a dedicated Pair button.
  • Did not verify modem/WAN connectivity before concluding hardware fault.
  • Did not confirm resolution or validate issue before ending the call.
  • Misrepresented device capabilities by suggesting unsupported 5-press method.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call by advising return without resolving issue or confirming hardware fault; no RMA, escalation, or valid limitation explained.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power‑cycle, reset attempts, and asked about modem status and default Wi‑Fi name, but skipped key steps (e.g., confirming WAN connection, correct cable type).
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed device was out-of-warranty and refused support without validating purchase; for a newly purchased unit, best-effort troubleshooting or RMA should have been offered regardless of warranty status verification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid blue light and asked about modem and Wi-Fi name, but failed to logically progress from symptom to root cause (e.g., no check of internet connectivity, incorrect assumption about device type).
T2 Not Met Appropriate tools / resources used conf 93%
Agent relied solely on customer description and gave incorrect instructions; should have used basic diagnostic step of checking router interface (e.g., http://192.168.1.1) to verify connection status, which was necessary and missing.
T3 Not Met No misinformation conf 97%
Agent instructed 5-press pairing (invalid for SPNM60 per universal_factory_reset.md) and said 'default Wi-Fi is on the speaker' — factually incorrect information unsupported by any KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, had unexplained silences, lost control of call flow, and did not guide interaction toward resolution.
C2 Not Met Confirmed understanding conf 96%
Agent used confusing terminology ('on the speaker'), did not confirm understanding, and continued with incorrect steps despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent attempted some troubleshooting but prematurely defaulted to return advice without exhausting options or taking ownership of outcome.
O2 Not Met Proactive follow-through conf 94%
Agent provided no timeline, follow-up, or clear next step beyond 'return the device' — no commitment to assist further.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Device is newly purchased and non-functional — clear trigger for escalation or RMA; agent failed to escalate despite likely in-warranty hardware fault.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred and no information was provided to customer about escalation path, team, or timeline — execution failure.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized for dropped call and thanked customer, showing minimal empathy, but remained procedural and did not acknowledge frustration.
X2 Not Met Tone & rapport conf 96%
Agent ignored customer’s confusion ('I don't see one', 'No where is it?') and continued with invalid instructions, failing to adapt tone or approach.
X3 Not Met Overall experience conf 97%
Customer was forced to repeat actions (resets, cable checks) and perform invalid steps (5-press) due to agent error, increasing effort unnecessarily.
Call Transcript15 turns · 17 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. Yes, this is to be from Linksys technical support doing a follow-up call back, ma'am. Oh, yes, I'm really sorry. There was like something wrong on the line, so I need to end the call. And thank you so much for answering my call back, ma'am. Okay. So, you mentioned that this is a newly purchased device from Amazon, correct? Okay. How about this one, ma'am? I'll send do you still have the receipt or the proof of purchase on the device? Okay, so let me just send you the email, okay, and then kindly reply, attach the receipt, okay, so I can validate the warranty, is it okay? [silence]
00:00
Speaker 2
OK. Mm-hmm. Yes. Yes. You know, I'm not gonna go through all that. I just wanted it hooked up.
00:00
Speaker 1
Oh. Okay. So, how about this one? So, because for all the warranty device, ma'am, we really do not provide the technical support. But, okay, let me just give you basic troubleshooting here, okay? You mentioned that the light indicator is on a solid blue light right now, right? Okay. Because this is a, this is what I have said earlier. This is a plug and play device. If the modem is online, if the modem is working, it should work right away. So, is the modem online? Is it working? Okay. And what's the default WiFi of the node? Can you check at the bottom? The default WiFi name at the bottom, there's a sticker right there. [silence]
01:00
Speaker 2
Yes. Yes. I don't know what you mean.
01:00
Speaker 1
default Wi-Fi of the node is at the bottom, it's on the speaker.
02:00
Speaker 2
default Wi-Fi now not links as 0 1 7 3 4 0 1 7 3 4. yes it's it's not that's the problem that's not. we've done that several times. [silence]
02:00
Speaker 1
Oh, Yeah, just power cycle it power it up and on. Let's just try. Okay. So as you power it off and on, is it blinking? Oh, it's not even responding. Okay. Hold on. Let's just check. Yeah, are you using the original Ethernet cable of the node? Are you using the original internet cable of the router? Yeah, make sure that you are using the Ethernet cable correctly. Make sure it's connected securely to the port. Is it now blinking?
03:00
Speaker 2
I'll do it again. Nope it's solid blue. That's a chord. Yeah we're going to try a different one.
03:00
Speaker 1
You power try again power it off and on. Hello ma'am. Solid blue let's just reset this one. Um let's reset for 30 seconds, but then again if it will not respond to the reset then I will be really advising you to return this one since this is a newly purchased. So I will set a timer here for 30 seconds. So let me know when to start the timer like press and hold the reset button firmly. This is not. Okay. Starting the timer right now. Okay. It's running. I will inform you too. Make sure to press the reset button firmly. Observe what's happening to the light. Oh, nothing. Oh, okay. But these routers the node should respond to the reset. Okay, so let go release the reset button. Okay, still it's just staying on a solid blue light, man. And check if the default Wi-Fi is broadcasting on your phone. Oh, still nothing.
04:00
Speaker 2
It's still solid blue. The modem's still powering up, so. [silence] Yep, it's just solid blue. [silence] No, thank you.
05:00
Speaker 1
not uh let's just do this uh though this is like an out of warranty device, but let me just check on this one, okay? So at the bottom of the node, there's a pair button. Can you check if there's a pair button? Yeah, can you see the pair button right there? there's none uh uh hello? Hello, Maam? Okay, how about this one? Let's let's just try. This is the actually the fastest and easiest way to set up a node. This is what you're going to do on the reset button gently press it for a quick second and then release. Do it for five times. So press release. Press release five times, okay? [silence]
06:00
Speaker 2
I don't see one. No where is it? [silence] okay. it's done? No. yes.
06:00
Speaker 1
unplug, 2 seconds, then plugged in, okay?
08:00
Speaker 2
Okay. Nope, still solid blue.
08:00
Speaker 1
On this one. So this is a newly purchased device, if they're still on a grace period, you can just return this one. Okay. And thank you so much for your cooperation, ma'am. Have a nice day. Uh, bye.
09:00