V2 Rubric Detail — 80dfe48a-7fae-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 18:04
Duration
15m 32s
Contact
+447391705576
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137123
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall19.9% (-36.1)

V2 Grader Summary

The agent failed to identify the SPNM60TB model and provided materially incorrect technical guidance, including referencing a non-existent 'remote' and applying the 5-press pairing method which is contradicted by the KB for this model. While ownership was shown, the technical inaccuracies led to an unresolved setup. Auto-zero is not applied as the technical errors, while severe, do not meet the specific rubric definition of Discourtesy (C) or other critical failures.

V1 Case Analysis

Customer unable to complete setup of a replacement mesh node; after multiple resets and 5-press pairing on the main node, the node reached solid blue. Agent incorrectly stated solid blue = online. Customer advised mesh uses single SSID. No verification of connectivity performed.

Troubleshooting Steps
  • Instructed customer to press and hold the reset button on the node until the LED turned off (initially incorrect duration).
  • Guided customer to perform a 5-press reset on the main node to initiate pairing.
  • Monitored LED changes (red, blue, purple) and confirmed solid blue state.
  • Explained mesh behavior – single SSID shared across nodes.
Key Observations
  • Agent provided incorrect reset instruction ('hold for half a second') at [01:00]. Correct procedure is to hold for 10–20 seconds until LED changes.
  • Agent used 5-press pairing method without confirming the exact model. While 5-press is supported on MBE7000 (per KB), agent did not verify model first.
  • Agent misstated LED meanings: claimed solid green and solid blue mean online ([13:00]), which contradicts KB. On Cognitive Mesh (MBE7000), solid blue means 'ready for setup', not online. Solid white indicates online status.
  • Model number '10M27F03' provided by customer matches MBE7000 series format, but agent did not confirm or use this to guide troubleshooting.
  • No verification of WAN/internet connectivity was performed before or after pairing attempt.
  • Agent prematurely declared the node 'fully connected' based on solid blue LED, which is factually incorrect per KB.
  • Call contained multiple loops and repeated resets, reducing efficiency.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected customer contact information and created a ticket.
  • Provided a correct explanation of why the mesh uses a single SSID.
  • Offered to stay on the line while the customer moved the node.
  • Eventually corrected reset instruction to 'hold until light goes off', aligning with KB guidance.
Agent Errors / Gaps
  • Incorrect reset timing instruction: 'press and hold the remote for up to half a second' ([01:00]). Correct procedure is to hold for 10–20 seconds until LED changes.
  • Assumed 5-press pairing is valid without confirming device family. While supported on MBE7000, agent failed to confirm model first.
  • Misstated LED meanings: claimed 'solid green now' and that solid blue for 10 seconds means 'already connected online' ([13:00]). According to KB, solid blue on Cognitive Mesh means 'ready for setup', not online. Solid white is required for online status.
  • Failed to capture or confirm a valid product model. Customer provided '10M27F03' ([08:00]), which matches MBE7000 series, but agent did not use this to guide troubleshooting.
  • Did not verify internet/WAN connectivity on parent node before attempting node pairing.
  • Declared node 'fully connected' based on solid blue LED, which is a materially wrong technical claim per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Customer states at the end 'I couldn't manage to connect it' and expresses confusion about WiFi visibility, indicating unresolved setup despite agent claiming success.
R2 Not Met Diagnostic thoroughness conf 90%
Agent instructs 'press and hold the remote for up to half a second' — no such 'remote' exists; confuses reset method, skips power-cycle, modem check, and proper LED verification, jumping to pairing too early.
R3 Not Met Correct resolution path conf 95%
Agent applies 5-press method without confirming model compatibility; customer later identifies device as SPNM60TB (Community Fiber), which uses Pair button, not 5-press — wrong resolution path used.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Fails to identify correct product family (SPNM60TB); does not ask about cable connections, power supply, or WAN status; misinterprets LED cycling as 'setup mode' when it indicates reset loop or hardware fault.
T2 Not Met Appropriate tools / resources used conf 90%
No use of web UI (http://myrouter.info for SPNM), no remote session, no log check — missed opportunity to verify node status or firmware, despite being appropriate for mesh setup issue.
T3 Not Met No misinformation conf 95%
Instructs 'press and hold the remote' (non-existent); claims 'rainbow' LED pattern (not documented); directs 5-press on SPNM60TB, which is contradicted by led_cog_mesh_group_e_spnm60tb.md and universal_mesh_full_rebuild.md (Pair button required).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent keeps call moving and gives instructions, but has long silences, provides unclear directions, and fails to confirm understanding before proceeding.
C2 Not Met Confirmed understanding conf 90%
Uses incorrect terms ('remote', 'rainbow lights') and does not adapt to customer confusion; customer repeats LED observations multiple times, indicating lack of clarity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stays on the line, creates a ticket, records troubleshooting steps, and does not transfer — demonstrates ownership despite technical errors.
O2 Partially Met Proactive follow-through conf 80%
Agent tells customer to move the node and wait, but sets no follow-up time or callback; only offers record-keeping for future reference.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent uses polite language and thanks customer, but does not acknowledge frustration or repeated setup failure explicitly.
X2 Not Met Tone & rapport conf 90%
Agent maintains scripted tone, ignores customer’s visible confusion and repeated LED reporting, and does not adjust pace or simplify explanations.
X3 Not Met Overall experience conf 90%
Customer repeats email spelling, LED states, and reset attempts multiple times; agent does not leverage prior inputs or streamline steps, increasing effort.
Call Transcript28 turns · 30 lines
Speaker 1
Good evening. My name is David Odino. Basically, I had a faulty booster. I just received the new one. Now, I'm trying to set it up and I can't go through it. It's red. I turn it on. It was flashing red, after it turned to solid blue, and after a couple of seconds, it turned back to flashing red.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is May. How can I assist you? Got it. Um what's the light indicator of the replacement device? Um what's the light on top? Blinking or steady? Uh Okay, so until now it's [silence]
00:00
Speaker 1
even now so I'll turn it off turn it back on it's blue and within a couple of seconds it's going to turn back to to flashing red.let's see we say Reset is flashing blue [silence] is flashing blue
01:00
Speaker 2
okay. If it's the case, press and hold the remote for up to half a second. Press and hold it. okay.
01:00
Speaker 1
Now it's red, it's flashing red. No, no, no, no. Should I? Okay, let's try again. The main one or the booster? Okay.
02:00
Speaker 2
okay so holding the reset button it's not yeah you need to press and hold it until the light on top goes off let's go after we need to reset that one first back to default settings in order for us to add it back just the booster don't do anything yet on the main one
02:00
Speaker 1
is it blinking blue but i'm still holding the reset button now now it's flashing uh red i still hold it yes i have one now now it's back to solid blue
03:00
Speaker 2
is it already off right now? and start to blink blue. the light did not goes off. let go now. it's not resetting. do you have instead a sharp point object. you can use that one to press and hold the reset button. alright.
03:00
Speaker 1
Now I create believe. Now I press and hold it. It's solid red. Now it's off. Completely off. Email address is Godine leaveu at Gdmail.com The account connected you mean. G O D E A N U L I V I U at Gdmail.com Live you go. Then you
04:00
Speaker 2
[silence] Blue again after you can press and hold the reset button, okay? Press and hold until the light goes off, let go. Okay, perfect. Let go now. And I need your email address. What's your email?Addr address? How do you spell it? Thank you. How about your first name and last name? Okay, like a
04:00
Speaker 1
Yes, G-O-D-E-A-N-U, Gold, yeah, Community fiber, 999, Lima, India, Victor, India, Uniform.
05:00
Speaker 2
and the email. And your last name. OK. G4, girl, right? Gold, OK. And who's your Internet service provider. OK, thank you. And just to make sure I got your last name here right, I mean, your, uh, your first name, is it L-I-V-I-U or L-I-V-I-N-U. OK. Thank you. Is it study purple now or
05:00
Speaker 1
[silence] no, it's flashing blue. [silence] now it's completely off, now it's purple. Yes, it's about four minutes. [silence] 1, 2, 3, 4, 5. [silence] it's flashing red, purple, blue, purple, rainbow. [silence]
06:00
Speaker 2
Yeah, booster. Okay, that's almost done. Awesome. That means it's on setup mode. Is it within five feet from the main node? Okay. Good. Kindly go to the main node now and press its reset button five times, so press release, press release, press release five times. Uh-huh, the reset button on the main node press. That one five times. Press release, press release, press release.
06:00
Speaker 1
65 and the child or the main uh... 65 M for modern
07:00
Speaker 2
Okay. it's looking for nearby Linksys to connect. Anytime the child node there should blink, blue. Blink purple, I mean. Good. It's trying to pair this time. I'll be needing the model number of your main node for me to register it here. What's the model? What's the serial number? Uh just the main node. [silence] Uh-huh.
07:00
Speaker 1
10 m for Mike. 27 F for Foxtrot. 03. 110. Two of them, the main and the child. That's right.
08:00
Speaker 2
uh-huh. uh-huh. okay. all right. um, I Thank you. you have there, um, a total of how many links as devices now. okay. Um it will just take 30 minutes max for the child mode to connect.
08:00
Speaker 1
Now, the child is flashing red. The man is still changing colors. Purple, red, blue. It's three colors. it is solid blue the the child [silence] uh, yes, I'm going to take it now upstairs. There is no point to close the call and maybe after I'm not going to manage to make it work and I have to call back. And that's not a problem, but it might be someone else and we have to start again the whole thing.
09:00
Speaker 2
Okay. That means it's fully connected now. All you need to do is to transfer it to the location where you want the Wi-Fi to be extended. It'll all you need to do is to power it on and 3 minutes max again it will lead up solid blue. Do you want me to stand on the line while you're doing that? Okay. Uh-huh. Exactly. Uh-huh.
10:00
Speaker 1
I plugged it in. [silence] yes then. [silence] Blue is flashing Blue. [silence]
11:00
Speaker 2
Uh, yeah, but I created a ticket here and I recorded all the troubleshooting steps we did. So in the future, just in case you have a problem. You can just provide your phone number and your phone number is seven three Nine 17055 76. Is this your phone number? Okay. And yeah, we will just pull up your record here and we will know what you called for last time and the troubleshooting steps that was done to your device. This will serve as our guide.
11:00
Speaker 1
Now it's flashing red. [silence] We still flashing red. Now it stopped. It's off. solid blue. It end off. Now it's red. Off. Blue. solid blue. I think blue will be
12:00
Speaker 2
[silence] it's solid green now. Okay. five, four, three, two, one. [silence] Is it still solid blue? [silence] Okay. [silence] If it stays blue for more than ten seconds, that means it's already connected online.
13:00
Speaker 1
I think it's connected. Uh, but I can't find it on wifi list. Oh, so it's just one one wifi and this boosted. Yeah, it makes sense. I thought it's like two devices two different uh names. Okay. Makes sense. It's uh solid blue for the last, I don't know. Minute and a half.
14:00
Speaker 2
your Wi-Fi, it's like this, since that's already added to your main node. Therefore, the Wi-Fi that it's broadcasting now is your main Wi-Fi. That's how our mesh works. Just the same name. That's why you will experience a seamless connection because one Wi-Fi only and your device will automatically connect to the nearest links that it can detect.
14:00
Speaker 1
Thank you very much. No, that was the only issue. I couldn't manage to connect it and to be honest, I wouldn't be even with your tool, but I couldn't do it. Thank you very much. You too. Bye-bye.
15:00
Speaker 2
That means it's fully connected now. You're welcome. You don't have any other question or concerning that's it only. Got it. Glad I can help. You enjoy the rest of your day then. Bye for now. Bye. Bye.
15:00