V2 Rubric Detail — 7e357c6c-610a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:15
Duration
23m 28s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132452
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device cannot connect to the network
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided troubleshooting the Linksys router by redirecting the customer to PlayStation support, failing to use available tools or perform basic diagnostics, despite having the model number and customer access to the app.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the PS5 connectivity issue, provided technically inaccurate guidance, and abdicated ownership by directing the customer to PlayStation support. Minimal troubleshooting was performed, no tools were used, and the customer was forced to escalate effort—resulting in an unresolved case with high friction.

V1 Case Analysis

PS5 cannot obtain IP on SPNMX62CF mesh (serial 7272F10M29F00005); other devices work. Agent misread serial, skipped DHCP/MAC checks, and incorrectly advised contacting PS5 support for port numbers. No router fix performed.

Troubleshooting Steps
  • Collected serial number (with misreading).
  • Confirmed 2.4 GHz/5 GHz networks are separated.
  • Checked Linksys Now app for connected devices (no IP shown for PS5).
Key Observations
  • Agent misread serial number at [04:00] as '72 Frank, 10, mary 29 Sam 00005', risking incorrect device lookup.
  • No router-level diagnostics (DHCP table, MAC filtering, parental controls, cable test) were performed despite PS5 failing to get IP.
  • Agent incorrectly claimed opening router ports would resolve a DHCP/IP acquisition failure—a fundamental technical error contradicting KB guidance for SPNM nodes.
  • Customer explicitly questioned the logic of the advice at [20:00], indicating confusion and lack of trust in guidance.
  • Agent failed to escalate or document the case, leaving no ownership or follow-up path.
Positive Highlights
  • Agent confirmed other devices were receiving IP addresses, correctly isolating the issue to the PS5 or its interaction with the network.
  • Agent asked the customer to check the Linksys Now app for connected devices, providing some diagnostic context.
Agent Errors / Gaps
  • Misread and incorrectly repeated the serial number at [04:00], risking incorrect device identification.
  • Failed to perform basic troubleshooting steps for a device not obtaining an IP address (DHCP client list, MAC filtering, physical connection check).
  • Provided materially inaccurate technical advice by suggesting port forwarding could resolve a DHCP/IP acquisition failure, which is unsupported by KB and network principles (see `spnmx56_family.md` and `adjacent_connecting_devices.md`).
  • Incorrectly shifted responsibility to PlayStation support without ruling out router-side issues first.
  • Did not verify product family (SPNM) or confirm firmware/app compatibility for SPNMX62CF, missing critical context for ISP-provisioned mesh nodes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the PS5 connectivity issue; instead redirected customer to PlayStation support without fixing the router or confirming a workaround.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about 2.4/5 GHz separation and checked for IP address in app; skipped basic steps like rebooting, cable test, or reviewing router settings.
R3 Not Met Correct resolution path conf 96%
Recommended contacting PlayStation support for port numbers instead of troubleshooting the Linksys hub, which is the agent’s responsibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified symptom (PS5 can't connect) and asked about connected devices/IPs, but failed to pursue logical diagnostics like DHCP, firmware, or network conflicts.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access router UI, logs, or diagnostics; relied solely on customer's verbal report despite having model/serial and customer access to app.
T3 Not Met No misinformation conf 97%
Incorrectly claimed router is 'blocking' PS5 and that PS5 support must provide port numbers—misrepresents how DHCP and NAT work; ports are not required from device manufacturer.
Communication
C1 Not Met Clear & professional language conf 92%
Long silences, unclear transitions, and failure to guide call flow; lost control when customer expressed confusion and frustration.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'IP address' without confirming understanding; did not adapt to customer’s technical level despite customer stating expertise.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by directing customer to PlayStation support instead of resolving the network-side issue on the Linksys router.
O2 Partially Met Proactive follow-through conf 82%
Provided a next step (contact PS5 support) but no timeline, follow-up plan, or commitment to re-engage.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Failed to escalate despite clear issue with customer’s primary device; chose avoidance over valid L1 escalation for unresolved connectivity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Offered apologies and said 'I understand,' but responses were scripted and lacked genuine acknowledgment of customer’s frustration or expertise.
X2 Not Met Tone & rapport conf 90%
Did not adjust tone or approach when customer expressed disbelief; continued with flawed logic despite clear pushback.
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was sent to another support channel, significantly increasing effort instead of resolving in one touch.
Call Transcript28 turns · 31 lines
Speaker 1
Hello, good evening, sorry, you're on the dead just thoughtful. I was trying to make fun of what do you say? Good evening. What it is, I'm having some issues with my actual Linksys hubs. Now they're provided to me by community fiber, which you guys RC supplying of these hearts. I'm trying to connect my devices to these and it's blocking out a lot of my devices and I'm trying to work out why?
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hello. Thank you for calling Linksys. Tech support. This is Charroi. How can I assist you with today? [silence] Yes, sir. How can I assist you with? Good evening. [silence] I see. You're right.
00:00
Speaker 1
Yeah, so I've tried separating the Wi-Fi network, so I'm also trying to connect the same device wired to it, via an ethernet cable. No, right? So for some reason, as I said, I've only just got these hubs, I've only, only just been provided these hubs. Um, I'm trying to connect my PlayStation 5 to the hubs, and it's basically telling me whether it's on wired connection or wireless connection that it's failing to connect to it. And the error I'm getting is your internet service provider or router might be preventing your [silence]
01:00
Speaker 2
Did you separate the 2.4 and the 5 gigahertz networks? OK. Let's go ahead and do like a proper reset on that node if you just need to. No, and it's not accepting the Wi-Fi or the connection.
01:00
Speaker 1
No, I've got several devices connected which are not having problems, but it's the first time I'm having this issue with my PS 5 on these because it was working fine yesterday and now all of a sudden today it's just stopped working. No, I've I've changed nothing. Everything was fine, as I said yesterday, all of a sudden today it's just for some reason blocking me. It's like it's stopping my PlayStation 5 from accessing the internet. Yeah, yeah. Okay. Let me just get that.
02:00
Speaker 2
how many devices are not connected to your Linksys router? only the PlayStation? all right and you did not change any settings with your router, right? I see, all right can you provide the model number and the serial number of your Linksys router, sir?
02:00
Speaker 1
It's a new hub you see, I've only just been provided here. So, the serial number is 7272 F10 M29 F00005. Yep. It says apparently this is a pinnacle pinnacle 2.2, so that looks.
03:00
Speaker 2
Alright. Mm-hmm. All right. 0-0-0-5. And what's the model number? Sure, can you see the model number? Oh, you're all good in that. Uh, yeah, we can
03:00
Speaker 1
what an SPM six two CF? No 29f for Foxdrop.
04:00
Speaker 2
all right got it for now we're gonna use that one later if we can. I repeat the serial number sir and correct me if I'm wrong. the serial number that you provided to me is 72 Frank, 10, mary 29 Sam 00005 is this correct? I see
04:00
Speaker 1
All right. [silence] It was separated yesterday when I first received the hubs and stuff. Mhm.
05:00
Speaker 2
Thank you so much for providing me this information set. Please bear with me for a moment. [silence] Oh, I see. Where do you see? I just wanted to confirm. Where did you separate your network server? The 2.4 and the 5 gigahertz. All right, so it's automatically separated. Yeah. Oh, I see. Right. Thank you so much. All right, then. the error is
05:00
Speaker 1
yep so when i try to connect it well through as i said i'm wired at the moment this is just as i said it's only happening with my ps5 at the moment but it says when i try to connect it through wired or wireless basically telling me either the internet provider or the net or the actual device itself is blocking me from connecting to the internet.
06:00
Speaker 2
You cannot connect to the network, Zero-router is preventing your devices to connect, right? Hmm, all right. I see, all right. Thank you so much for this information.
06:00
Speaker 1
Yep, that sounds your and yep, and now for me. Yep, yeah. Now. Hi. Yeah, I'm on my phone right now, which I'll basically access the router settings now. I'm on the Linksys Now app. Mm-hmm. Yeah, I'm on Linksys now, yeah. Yeah, I'm in menu. Uh, instant devices, yep. Yeah, I've got my normal, my Xbox or
07:00
Speaker 2
Thank you so much for recently waiting on the line and I do apologize for the long hold. And I just want to confirm, Sir, do you have any laptop or an iPad that we can use to access your router settings? But then in the meantime this is the DSP. I see. So you're on the laptop just now? Alright. Kindly. Kindly click the menu or go to menu. Alright. And then go to instant devices. Mhm. And can you tell me, sir, what are the devices are connected now? On that page? [silence] All right. Is there any IP address showing under your PS five? All right. No IP address, but it was connected. Correct. How about other devices? Sorry. Is there any IP address on the other devices? The new one. Uh-huh. [silence]
15:00
Speaker 1
the TV is working that's been given and I P address that's connected to an Ethernet cable. The Xbox has been given a regular yes.
17:00
Speaker 2
and the TV is working, correct? Mm-hmm. All right.
17:00
Speaker 1
Hello. Okay, sorry. I thought the line was disconnected.
18:00
Speaker 2
I think spare with me for a moment. All right. All right. So here's the thing, sir. After unchecking here, since there's no IP address showing on the device list for your PS5, however, some of your devices are showing some IP address. Correct? So what I could highly suggest, sir, is for you to contact directly the customer support for your PS5 and tell them that there is no IP address showing on your router with regards to this PS5 that you have. And also ask them for a port numbers. So that... [silence]
18:00
Speaker 1
right okay cuz that doesn't make any sense to me because the place they actually not what provides the IP address the IP address is what the internet provides or the network provides.
20:00
Speaker 2
Just in case, we will open some ports for this device so that it will connect back connect to your network. And once you have the port numbers here, then you can contact us back. And also, once the customer support of your PS five already fix the IP address with this device that you have, then we can highly assist you after. Yes, I totally understand, Monserr. However, your other devices are providing some IP address.
20:00
Speaker 1
Right, okay, I can try that, but again, this, like, I've literally had no issues apart from now that I've got these Linksys hubs connected, now I'm having these problems beforehand, I didn't have these problems.
21:00
Speaker 2
However for this other devices that you have, it's not showing any IP address. That's why you need to contact the customer support first of your of your PS5. [silence] Yes, sir. I understand that one, sir, and I seriously apologize for the inconvenience. [silence] But I don't see any issue with the
21:00
Speaker 1
Right. Okay. Well, that to me, to be honest, doesn't really make any sense. I deal with these all of the time. I sell PlayStations. You know, I sell routers and stuff like that as well. And as I said, it's been working fine up until literally today. It was working fine yesterday. Literally working fine earlier on today, but all of a sudden it's just stopped out of the blue for no reason whatsoever. And it says that it's something to do with the hubs themselves are blocking the PlayStation. It doesn't say it's the PlayStation that's blocking it, it says it's the actual hubs or the routers that are blocking the PlayStation.
22:00
Speaker 2
address to your end because your router is providing some IP address on your other devices and also you need to contact them so that you can ask for the correct port numbers which we can use to open some ports to your routers.
22:00
Speaker 1
Okay, no problem. I'll try in a different way. Thank you.
23:00
Speaker 2
But no worries, ma'am. Once you contact them and then confirm to them that there's nothing wrong with your device and they provided you the port numbers, then you can contact Acepec and we will assist and try to open some ports if maybe that's the possible thing that we can do.
23:00