V2 Rubric Detail — 89472ddc-763e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 17:50
Duration
13m 48s
Contact
Ryan Witt
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135678
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access the linksys app
⚠ 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.
⚠ Auto-Zero applied: Agent provided materially incorrect technical guidance by instructing the customer to use the 5-press method to 'add the child nodes'. Per universal_5press_models.md, the 5-press method is a diagnostic escalation tool for engineering logs, not a pairing/setup method. This constitutes a critical technical failure and avoidance of proper KB-backed pairing procedures (Avoidance/Evasion B).

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the customer's mesh connectivity issues and provided a critical technical error by advising the 5-press method for node pairing, which is actually a diagnostic escalation tool. Additionally, the agent prematurely pushed paid support based on an unverified warranty status, leading to an unresolved outcome.

V1 Case Analysis

Customer unable to access router settings via Linksys app; nodes show online but remote nodes reject correct WiFi password. Agent failed to collect model/serial, incorrectly advised 5-press method, falsely claimed out-of-warranty status, and did not verify resolution.

Troubleshooting Steps
  • Collected customer name and email.
  • Suggested logging in via router password instead of cloud account.
  • Advised resetting child nodes and using 5-press method to re-add them.
  • Claimed devices were out of warranty and offered paid support.
  • Promised to email reset and node-pairing instructions.
Key Observations
  • Agent never asked for or recorded router model number (critical protocol failure).
  • Customer mentioned using myrouter.info (timestamp [03:00]), strongly indicating SPNM60/62 or LN1600 series router.
  • 5-press method is NOT valid for SPNM-family routers (SPNM60/62/LN1600) that use the Pair button instead (serious accuracy failure).
  • Agent falsely claimed warranty status without verification (accuracy and protocol failure).
  • Agent gave contradictory reset instructions: first said not to reset parent node, then described 5-press process requiring functional parent (accuracy and communication failure).
  • No verification that any step resolved the issue; call ended while customer still reported spinning app and password errors.
  • Paid support offer made without first confirming eligibility or attempting full troubleshooting.
Positive Highlights
  • Collected customer name and email at call start.
  • Correctly advised using router password instead of cloud login when prompted (timestamp [03:00]).
  • Attempted to offer written follow-up via email.
Agent Errors / Gaps
  • Failure to collect product model and serial number — required for support (PROTOCOL).
  • Provided materially incorrect technical advice by recommending 5-press method on a device family (Cognitive Mesh/SPNM) that does not support it (ACCURACY).
  • Falsely stated warranty status without verification — violates support policy (ACCURACY, PROTOCOL).
  • Gave contradictory reset instructions — told customer not to reset parent node, then described a 5-press process that depends on the parent (ACCURACY, COMMUNICATION).
  • Did not verify resolution of core issue (app spinning, password rejection) before ending call (RESOLUTION).
  • Failed to recognize myrouter.info usage indicates SPNM-family router with different pairing methods (ACCURACY).
  • Offered paid support without first confirming eligibility or attempting meaningful troubleshooting (PROTOCOL).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer remained stuck with spinning app, failed login attempts, and unresolved node connectivity; no working state achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent suggested reset and re-add sequence, which is a relevant troubleshooting path for mesh sync issues, though skipped initial diagnostics like model verification.
R3 Not Met Correct resolution path conf 93%
Agent incorrectly stated nodes were out of warranty without verification and prematurely offered paid support instead of full best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No root cause analysis; agent did not ask for model number, firmware version, or distinguish between app/cloud vs. local access issues.
T2 Not Met Appropriate tools / resources used conf 94%
Suggested 5-press method on likely SPNM60/62 system where it is invalid; no use of admin UI, logs, or remote tools to verify node status.
T3 Not Met No misinformation conf 100%
Agent advised the 'five press method' to add child nodes. Per universal_5press_models.md, the 5-press method is for diagnostic escalation (LTS ticket), NOT for adding child nodes. Adding nodes is done via the Pair button or Instant Pair. This is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow but failed to set expectations about warranty status, solution path, or follow-up timing.
C2 Partially Met Confirmed understanding conf 82%
Used terms like 'child modes' and 'hot pink' lights not in KB; however, did guide customer through steps despite confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Abandoned ownership by deferring to paid support without exhausting free troubleshooting options available for out-of-warranty devices.
O2 Partially Met Proactive follow-through conf 85%
Promised email instructions but gave no timeline; customer effort was high due to unclear reset sequence.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; appears to be first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 89%
No escalation occurred despite unresolved complex mesh issue; warranted escalation to higher tier was not initiated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite but gave no explicit acknowledgment of frustration or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 83%
Customer expressed confusion about node behavior and app spinning; agent continued with scripted steps without adjusting pace or method.
X3 Not Met Overall experience conf 88%
Customer had to repeat information (email), perform multiple resets without clear success criteria, increasing effort unnecessarily.
Call Transcript25 turns · 26 lines
Speaker 1
[silence] Yeah, how are you? Good, thanks. Hey, I am on the I am on my Wi-Fi network, and when I open my Linksys app, it says it can't [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys, this is Joy. How can I help you today? I'm doing good, sir. Thank you. How about you? Mhm.
00:00
Speaker 1
[silence]
01:00
Speaker 2
All right. I have the serial number first off your device, please. And who is your internet service provider? Type. And baby or first and last name, please? And lastly, your email address.
01:00
Speaker 1
Ryan, R-Y-A-N, wit, W-I-T-T, thezylate at gmail.com. Yes, I've done that. I just did it again. Getting router settings, spinning, spinning, spinning. You haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do? Add an existing router?
02:00
Speaker 2
at.com, okay.
02:00
Speaker 1
why haven't you changed that router password yet? uh it's it's real easy Nikki write this number down and enter it into their website I am your Wi-Fi Nikki? I'm gonna go go get that and I'll be right back sorry Vu stupid cop Alright here we go here are my Wi-Fi thingy. [silence] Okay. [silence] Log on to [silence] uh to [silence] Can you remember it? [silence] [silence] [silence] Alright, yeah, we have "wrong." [silence] Alright, yeah, let's try it again...
03:00
Speaker 2
After logging out, do you have different options? Yes. You have to log in. And then you have there's an option, log in using router password. Yes. Okay. You'll just choose that option. Yes. You can read that at the bottom of your router.
03:00
Speaker 1
for a couple minutes and around
04:00
Speaker 2
Um, no. That's a different password. That's for admin password only for the app. So make sure to follow the requirements for the router password.
04:00
Speaker 1
Okay. Now it says getting router setting, spinning. Okay. So, six devices, three minutes. Okay. So, the reason I was trying to get in is because [silence] [silence]
05:00
Speaker 2
Okay, you're now on the dashboard. Okay, good. So yep so if you wanted to log into the Linksys app do not use the email and password option since it's no longer available. So just log in using router password.
05:00
Speaker 1
I have, it almost seems like only one node can we connect to. I am showing three nodes online, but if I go to the other end of the house, I show my my network, I can see the network, but if I try and log on, it says that the password's wrong. If I come to this end of the house, I can I can log in. It's like there's a node that that doesn't know the right password. Is that possible? Right, that's why I'm really confused.
06:00
Speaker 2
you got a problem sure seems if you're trying to at your child modes, they will be on one network, so they will have the same settings.
06:00
Speaker 1
Why like like right now I show full bars. I'm I'm I'm I'm in the office. Now, if I walk to the other end of the house I have I that note is green over here. Now I'm back to full bars and if I try and I'm going to kill the app try and open the app link this. Getting router settings and it's just spinning. And my wife had done like the reset where she took the nodes and put them all next to the router. That's what she did. She reset the router and then she re added the nodes by putting each node next to it until they whatever their lights did. I guess the lights went like red and then and then but like right now I'm showing. So I'm just spinning. I'm not getting anywhere on the router settings and I lost my Wi-Fi. I can still see it in my networks. If I click on it to try and join it. It's just spinning and spinning and won't join it.
07:00
Speaker 2
Okay. You can also try to reset the router and then re-add them to the system. [silence] Huh?
08:00
Speaker 1
[silence]
09:00
Speaker 2
Previously, you had added the node
09:00
Speaker 1
酒店都单独安排在父节点或者路由器旁边，并设置在旁边，让灯发光呢?
10:00
Speaker 2
Okay. Okay, I see. So for that one, sure. Since on the Linksys app, for its new update, adding of child nodes and setting up networks is no longer available on the app. So, I suggest you reset and re-add the nodes again using a different method and then do a sequence reboot if after you relocate them. Like you can do the five press method in which you need to gather the nodes in the same room, right? Then reset them to factory default settings. So once they turn solid green.
10:00
Speaker 1
I have a child mode, walking to the room that the parent mode is at. And do I, and now that I'm connected the child mode, correct? [silence].
11:00
Speaker 2
Red. No. Just just leave that one alone. No need to reset the parent node since it's online and working fine. So you just have to reset the child nodes. And once they turn solid red or hot pink, you press the reset button of the parent node five times to add the child nodes. That's how uh that's the other method to add them.
11:00
Speaker 1
Yep, yep, so I'm plugged in right next to the parent, and it's blue right now. Do I push the reset on the child? Yeah, okay, thanks. You're welcome. If you could email me the instructions, that would be great. I'll just send you the . [silence] .
12:00
Speaker 2
[silence] [[main [ [ Noel ], or at least two to three feet apart from it. [silence] Not yet. Just wait for it to boot up first, and then once it will go solid blue again, you press and hold the reset button of the child [ [ Noel ] to [ [ reset ] it. But, um, as per checking here on my [ [ answer ], the [ [ nodes ] are no longer under warranty, so we can no longer provide free technical support. But you can still avail the paid service that's $15 for an hour, but if not, I can also send you the email instructions instead. [silence] Okay. So I'll just send you the email instructions right away after this call. [silence] Let me verify again your.
12:00
Speaker 1
What did you say at the end? Ryan, with WIT and then D Y L at gmail.com. Yes. Thank you very much. You are welcome. Thank you for explaining. Alright bye.
13:00