V2 Rubric Detail — 789de0b4-6f1a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:44
Duration
12m 13s
Contact
George Azar
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134469
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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (+11.1)

V2 Grader Summary

The agent correctly identified the SPNM Cognitive Mesh router and its solid purple LED state but applied an incorrect 5-press reset instead of the required Pair button method. Some troubleshooting logic was present, but critical technical inaccuracy and lack of tool use prevented resolution. The interaction lacked empathy and clear follow-up, though basic call control was maintained.

V1 Case Analysis

Customer reports no lights on Linksys SPNM56 router (ISP-provided by Community Fibre) and no internet. Agent incorrectly stated model numbers start with 'SVMN' and advised 5-press reset (not supported on SPNM). Issue unresolved; no connectivity verification performed.

Troubleshooting Steps
  • Requested model and serial number (customer provided SPNM56)
  • Incorrectly advised 5-press reset (not supported on SPNM)
  • Asked to verify Ethernet cable connection
  • Instructed to relocate mesh nodes closer to main router
Key Observations
  • Agent stated Linksys model numbers start with 'SVMN' — factually incorrect (SPNM models start with SPNM per KB).
  • Agent instructed 5-press reset on SPNM-series router — critical technical error (SPNM uses Pair button per universal_5press_models.md).
  • No verification of WAN/internet connectivity was performed after reset instructions.
  • Router identified as ISP-provided (Community Fibre), suggesting out-of-warranty status, but no warranty discussion occurred.
  • No case number was created despite unresolved hardware fault.
Positive Highlights
  • Attempted to collect model/serial number for identification.
  • Asked customer to verify Ethernet cable connection (valid basic check).
Agent Errors / Gaps
  • Provided false information: claimed Linksys model numbers start with 'SVMN' (no such prefix exists per KB).
  • Advised 5-press reset on SPNM-series router — contradicts KB (SPNM uses Pair button).
  • Failed to recognize SPNM model despite customer stating 'Community Fibre' and providing SPNM56.
  • Did not verify WAN/internet connectivity after reset procedure.
  • Did not create or reference a case/ticket number for unresolved hardware fault.
  • No warranty or support eligibility discussion despite ISP-provided device context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed internet functionality; only instructed a 5-press reset and waiting for solid blue without verifying connectivity or completing setup.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent identified the device as SPNM-series via model number 'SPNM56', recognized solid purple LED as setup-ready (per led_mesh_system_identifier), and initiated a recovery action (5-press), but skipped power cycle and cable checks.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device as a Cognitive Mesh (SPNM) unit and attempted recovery; however, used 5-press instead of Pair button, showing a misstep in protocol despite correct product identification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent gathered model/serial, identified SPNM56 as Cognitive Mesh, interpreted solid purple correctly, and inferred need for reconfiguration — logical flow, but missed confirming power, WAN link, or physical connectivity first.
T2 Not Met Appropriate tools / resources used conf 91%
No tools (remote access, admin login, logs) were used despite the router being unresponsive; a local or cloud diagnostic would have been appropriate but was not attempted.
T3 Not Met No misinformation conf 95%
Agent instructed 5-press reset on an SPNM-series Cognitive Mesh router, which contradicts KB: SPNM60/62/60TB require the Pair button, not 5-press (per universal_5press_models.md). This is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call control by guiding through model/serial and LED status, but long silences, lack of framing, and unclear transitions reduced effectiveness.
C2 Partially Met Confirmed understanding conf 84%
Agent used terms like 'solid purple' and '5-press' without confirming understanding, but did adapt by repeating instructions; customer confusion was evident but partially addressed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stayed on the case and attempted resolution via reset, but did not ensure follow-through or offer further support if the reset failed, limiting ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent set a next step ('wait for solid blue') with a time estimate (3–5 minutes), but did not specify what to do afterward or provide a callback plan, leaving resolution path incomplete.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Issue remained unresolved after incorrect troubleshooting; agent should have escalated due to persistent failure and device-specific complexity, but did not.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained professional and did not show impatience, but offered no empathy statements or acknowledgment of customer frustration, making the interaction transactional.
X2 Partially Met Tone & rapport conf 83%
Agent continued at a steady pace and repeated instructions, but did not adjust for customer confusion or disengagement during silences, missing opportunities to re-engage.
X3 Partially Met Overall experience conf 84%
Customer repeated model/serial details due to ASR issues, but agent eventually captured them; the 5-press instruction, while incorrect, was an attempt to resolve without transfer, reducing some effort.
Call Transcript20 turns · 22 lines
Speaker 1
Hi, I've got problem with my Internet. I got one I got one router with this wide fiber, I'm not sure, with a cold. Is off, absolutely off, doesn't have any lights. Sorry, I can't understand you. I don't have it quite enough. I don't have. Silence and 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.
00:00
Speaker 1
No, it's not the first time. Uh, no, it's not the first time. G. ORAZAR. Yeah. G A Z numero for AR@ aol.com. [silence]
01:00
Speaker 2
May I know your first name? [silence] So your first name is George G-E-O-R-G-E. And your last name? A-Z-A-R [silence] And your call back number George? [silence] Your email. At A-O-L-D dot com [silence] Z J A-Z 4 R
01:00
Speaker 1
Yeah. Series number. It's ADT N. It's SN. It's ADTN 231. It's the router. I'm not sure. Where is the. Yeah, it's a router. It's the white one which has got three, three.
02:00
Speaker 2
At aol.com. And kindly provide the serial number of your Linksys router. Sorry, on the bottom of your Linksys router and the sticker, you can see the serial number or SN. Yeah. Is that the Linksys router?
02:00
Speaker 1
is it alpha delta tango November 2, 3, 1, 7, 7, 4, how? Right? I mean, which one you need? I got, I got. I got the root, which is got a three flash. And I got the another one, which is the tower. Do you want the tower?
03:00
Speaker 2
Okay, so it's a D P and then and a model number. No, stop. I need a model number, sir, because it might be the hub or the modem provided by your internet service provider. I need the Linksys router. Yeah, the Linksys router, the Linksys tower.
03:00
Speaker 1
I mean the model number, maybe 38 F8. I don't have a I don't have a model number. Okay. You mean the taller one. So the city number is 5, sorry, let's go for the city number is 5910 M29DD3.
04:00
Speaker 2
No, the model number of your Linksys router sir, commonly start with SVMN. if it is a Linksys router. Yeah. On the bottom of our Linksys router, there's a model number, serial number, WiFi name, password, the security key, label, or an end.
04:00
Speaker 1
K-Nine three? N the Mac address. Yeah. uh K nine. I verpflicht the mo S. P. N. MX five six. Yes. Sorry? yeah.
05:00
Speaker 2
Oh, sorry. Third, Aarento Rest. The serial number of your links is router. It's 5910M for Michael, 29V for Violin, 33593. Any model number? So your internet service provider is Community FiVer. And this router is bundled from them. Okay. So, your links is routers provided by your Community FiVer.
05:00
Speaker 1
purple Yeah it is. [silence] five times. [silence] We're done. It's blinking blue.
06:00
Speaker 2
And what is the current light indicator of the router? [silence] Solid purple, which means it's ready for setup. [silence] And can we check the ethernet cable, George, if it is properly plugged in from the modem to the internet port of the router? [silence] Okay. [silence] Can we press release the reset button of the router five times within five seconds? [silence] Yes. [silence] Five times within five seconds. [silence] Press release, press release, press release, press release, press release. [silence] And what is the light indicator? [silence] Is it start blinking? [silence] Okay. [silence] So it's setting up. [silence] So all you need to do is to observe the light indicator and wait. [silence]
06:00
Speaker 1
Okay. If I did the reset before? Yeah, I did a couple of times, yeah. I mean, I was working, but I got one was too slow, and I got another router, which is in other room, where it's not working at all. It's
07:00
Speaker 2
3 up to 5 minutes. And let me know once the router turned to solid blue. And while waiting, may I ask if you reset the router before contacting us for support? silence Yeah, but it was working.
07:00
Speaker 1
Meh. blank is black for of. Yeah. blank. What? You want me to bring all of them? Yeah. I mean, the other two is fine. The only one is not working properly.
08:00
Speaker 2
Okay. So let me just verify. Sir, how many white tower do you have in total? Can you please relocate all your white power closer to the main router, sir, for the setup process? Yeah, because solid purple it means it's ready for setup and you really need to reset and reconfigure your Linksys mesh system. Okay, so what is the light indicator of the main, main router from Linksys? Because once the main routers are reset and set up again, all your child no will disconnect. Because we set up the main router so your three other nodes will no longer connected automatically. They will turn to solid red. So they really need to relocate closer to the main router to reset and set up again. So you have four linksys devices in total, including the parent node or five.
08:00
Speaker 1
being one of them, all right, I brought one of them down here and I will connect it to the Oh, Oh. Yes. Well, I got one in in next to the next in the dining room and I got the main router is on the dining room. I got another one, which is a tower in my living room and I got in in my rooms upstairs.
10:00
Speaker 2
Let me just verify, how many Wi-Fi towers do you have, including the main router from Linksys? But you have three extenders. And how many outlets or wall outlets available closer with the main router or in that same room? Can you please plug that one directly to the wall outlet? Just say
10:00