V2 Rubric Detail — 9136a4c8-60c2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 09:40
Duration
33m 11s
Contact
Nathan Mathews
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132375
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX55CF_Child node lost connectivity
⚠ Auto-Zero applied: Agent provided a completely fabricated support URL (www.github.com/support), which constitutes a critical failure in information accuracy and brand integrity (Fraud - D).

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
Technical0.94/5
Communication0.00/5
Ownership3.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the child node pairing issue due to persistent use of an incorrect method (5-press on a Pair-button-only model), provided materially false information (fake URL, wrong password), and showed poor communication and empathy. Despite scheduling a callback, no escalation or accurate troubleshooting occurred. The fabrication of a support website triggers an auto-zero for fraud.

V1 Case Analysis

Customer unable to re-pair SPNM child node flashing red/purple; agent used incorrect 5-press method, provided invalid URL (github.com), wrong default password, and failed to resolve admin lockout. Callback scheduled for 1 PM.

Troubleshooting Steps
  • Hard reset child node for 20 seconds multiple times.
  • Attempted 5-press reset on parent node (incorrect method for SPNM).
  • Directed customer to access myrouter.local and attempt login with default password 'admin' (incorrect).
  • Attempted password reset via recovery key (incomplete guidance).
  • Tried adding child node via web interface 'Add Wireless Child Node' button.
Key Observations
  • Agent used 5-press pairing method on SPNM device (invalid per KB; SPNM uses Pair button).
  • Directed customer to 'www.github.com/support' (non-Linksys, unsafe domain).
  • Repeated reset instructions without confirming LED state changes, causing looping.
  • Incorrectly stated default admin password is 'admin' for SPNM device (SPNM uses unique default passwords).
  • Failed to collect serial number or discuss warranty despite troubleshooting hardware issue.
Positive Highlights
  • Collected customer name, phone, and email.
  • Attempted to use web interface as alternative to app per customer preference.
  • Acknowledged customer time constraint and scheduled callback.
Agent Errors / Gaps
  • Used incorrect 5-press pairing method for SPNM device family (should use Pair button).
  • Provided invalid support URL: www.github.com/support.
  • Stated default admin password is 'admin' for SPNM device (incorrect).
  • Misinterpreted flashing purple/blue as solid violet blue.
  • Did not collect serial number or verify warranty status.
  • Repeated reset instructions without confirming outcomes, causing loops.
  • Failed to guide recovery key process correctly after access lockout.
  • Did not clarify difference between app login and router admin login.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still sees flashing red and agent schedules a callback – issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, 5-press attempts, and tried the web UI, but steps were incomplete and ineffective.
R3 Not Met Correct resolution path conf 90%
Agent persisted with the 5-press method despite likely SPNM60/62 model requiring Pair button, and did not consider hardware fault or RMA path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about LED colors and reset steps, but failed to confirm model family, firmware, or WAN status to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent provided incorrect URL (www.github.com/support) and wrong default password, showing inappropriate tool use.
T3 Not Met No misinformation conf 95%
Provided inaccurate technical info: 5-press for Pair-button-only model, default password 'admin' (not universal), and fake support site.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, repeated unclear instructions, no clear framing or transitions; call lost direction multiple times.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms without checking understanding; ignored customer’s distrust of app and confusion over pairing steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent kept the case open and scheduled a callback, but ended without resolving or escalating despite clear failure.
O2 Met Proactive follow-through conf 90%
Agent scheduled a callback for 1:00 PM and confirmed a time window (1–2 PM), setting clear next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation despite repeated pairing failure, incorrect procedures, and potential hardware fault; warranted but not executed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer’s frustration, repeated attempts, or time constraint; no empathy shown.
X2 Not Met Tone & rapport conf 90%
Agent repeated the same flawed instructions despite customer confusion and explicit request to avoid the app.
X3 Not Met Overall experience conf 90%
Customer repeated personal info and model numbers multiple times; agent caused unnecessary steps and delays.
Call Transcript62 turns · 63 lines
Speaker 1
Hi Dennis, I'm calling because I've got a child node with like my mesh system and it just recently started saying it'd lost connection so then I reset it and tried to pair it to the parent node and I'm really struggling to pair it back up again and I've done it several times through the app. I've deleted the app, tried to reconnect it. I've also tried to like Ethernet connect the parent to the child one and it's still not connecting so I don't really know what to do. [silence] Sorry Dennis I lost you there.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. How may help you today? My name is Dennis. I see. Yeah, let us see what we can do but before that, may ask, have you already connected to your router yet?
00:00
Speaker 1
hello [silence] sure it's Nate. [silence] it is, yeah. [silence] my my name is Nathan Matthews. [silence] So Nathan spelled N A T H a N and then Matthew spelt M A T H E W S. [silence] yeah, correct. [silence] yeah, thank you. [silence] Correct. [silence] Yeah, yeah, yeah, exactly, precisely. [silence] uh yeah, so 44 and then 746 2991 879. [silence] Yeah, yeah, correct. [silence]
01:00
Speaker 2
Yes, may I ask uh your first, your last name so that I can create a new record for you? Is this your first time calling by the way? Okay. M-A-T-H-E-W-S, right? Only one T, right? Okay, thank you. And may I have your phone number starting with the area code? Let me repeat that. You said it's 44746, 2 991879, right?
01:00
Speaker 1
Sure, it's Nathan Matthews, spelled like my name, and then at hotmail.co.uk. Yeah, correct. Yeah, correct. [silence] Is there a way to find that on the device itself? [silence] Should I give you the child model or the parent model number? [silence] They are actually looking at it now. Let me just double-check the number. [silence]
02:00
Speaker 2
Okay, thank you and may have your email address please. [silence] okay. So that means that you are based in United Kingdom, right? Okay. And may I know the model number of your links device? Yes, the model number can be found underneath the unit itself. And both of them do they have the same model number? Okay.
02:00
Speaker 1
No mama? No mama. of the the child node. Yeah, it's five six b10m29 c058 47. No. So you're five six and then be for like bench. Yeah. Yeah, correct. Correct.
03:00
Speaker 2
Okay. Thank you. And may have the serial number as well please? Yes. Let me repeat that. So, it's five, Six E for Edward, right? Oh, B for bench, okay. And One Zero M for Michael, Two Nine C for Charlie. Zero, five eight Four Seven, right?
03:00
Speaker 1
Hello. It's community fiber? Yeah, but the child node wasn't. Uh, no, the the main the parent router was the child node I got from somewhere else. Um, I just off online. Yeah.
04:00
Speaker 2
both of them or only the child zone oh where did you purchase it online okay so let me understand correctly uh earlier you mentioned that your child know loss is collecting [silence]
04:00
Speaker 1
Yeah. and that's because on the app, it's just not working. I tried online last night. It wasn't working as well. Yeah, correct. Yeah. But if you if you're on your- Yes, so carry on. Uh, it's flashing red. Yeah. Uh, bright blue. So blue, yeah. Yeah. Yeah. Yeah. Yeah. Sure. Yeah, I mean I've tried this several times myself, but fingers crossed. Yeah. Um.
05:00
Speaker 2
I see. how many...you only have two nodes in total, right? okay. what's the color...go ahead. yeah. what is the color of the light on this child node right now? flashing red flashing red means that it is not connected to a network. how about the color of the light on the parent note? right. is it solid? yeah solid blue light means that it is connected to the internet. so what we can do with the child node is we will reset it and we will try to add it back, okay? oh I see. yeah, can we do it again? Um,
05:00
Speaker 1
Yeah, how long? 20 seconds are out. Five, six, yes. 14, 15, 16, 17, 18, 19, 20. All right. So yeah, it's just it's just gone now. Like the lights gone. Purple. Sure. Yeah. I mean, it's done it before. Yeah. Yeah, it's just flashing blue at the moment, but I'm sure it'll turn purple. Sure.
06:00
Speaker 2
you restart the child node by holding the reset button underneath it for 20 seconds. Yeah, press and hold the reset button for 20 seconds. Okay, that's fine. And then wait for two minutes to see the final status of the light. Let me know if it turns to solid pink or purple, okay? Yeah. Yeah, flashing blue means it is still booting up, so let's wait a little longer.
06:00
Speaker 1
[silence] Can you do can you try and reconnect it wirelessly from your computer or [silence] or do you expect me to go into the app and try and connect it? Yeah, it's just I don't trust the app anymore cuz I've tried to do it myself several times and it wasn't working for me. So yeah, if anything to avoid the app. would be appreciated. Okay.
07:00
Speaker 2
uhm we will try to use the uh fastest possible that we can use um we have uh various methods to add the node but we will first use the fastest one okay? right sure uh I will not we are not going to use the app since you already tried using it we'll use another one okay?
07:00
Speaker 1
Actually, coz I have done this before with no issues, but it's the first time now that I'm having proper issues.
08:00
Speaker 2
Oh, bright purple. Is it solid? Okay, that's, that's great. Yeah, that means that it is, uh, ready for setup. Uh, may I know how far this, this child node is from the parent node? One foot away. Oh, that's great. Um, that is the acceptable distance, at least, okay? So, according to, uh, manual, I think it should be 0.5. mm. that's the acceptable distance. because it has to be within the range. But I think one foot away is still okay. [silence] Okay. So to add it back to the system, uh, what we can do is to press the reset button on the parent node five times within five seconds. Or you can press the reset button on the parent node once every second until you have done it five times, okay?
08:00
Speaker 1
So, can I press the child node reset button did you say? Okay. Will it make the Wi-Fi drop in our house? Okay. Five times. Sure. Okay. Okay, I'm going to do that now. All right. Three, two, one. All right. Lock. One, two, three, four, five. All right. Flashing white slash pink. Flashing purple.
09:00
Speaker 2
Now the child no the parent no, no, as long as you are doing it right, um just press the reset button on the parent note five times within five seconds to make sure that you are doing it right. Just press the reset button once every second. Yes. All right. That's fine. Um please check also the light on the child node if there is any change. [silence] Flashing purple purple blue [silence] Press the reset button five times within five seconds on the parent node. [silence] As long as you're doing it right. [silence] To make sure you're pressing it right just wait 1 s between each button click press. Yes. Please check the light on the child node and see if there's any change. [silence] Press the reset button five times within 5 s. The light is still on the child node is [silence] flashing purple, purple blue, purple, orange green. [silence] And then press the button once every second. Yes. Please check to see if there are any changes on the child node. [silence] Flashing purple, blue, orange green. [silence] Yes, once every second, once every second. [silence] Flash purple, blue, blue, purple, blue. [silence] Now, purple, blue. [silence] Yes. [silence] Flashing purple blue, blue, purple, blue, purple, blue, purple, blue, blue, blue. [silence] The light on the child node is flashing purple, blue, purple, blue, blue, blue, blue, blue, blue, and suddenly purple, blue, purple, blue, purple, blue. [silence] Do you hear the beep sound? [silence] Uh, no, but I see the light on it. [silence] You should hear bising the sound. [silence] That is on the node because it is not resetting. [silence] Yes. [silence] Well, just continue pressing it two seconds. [silence] Just a second. I'm just trying to [silence] and check you want the phone. [silence] Yep. Why? Uh, so you can see the quick change. [silence] Okay, all right. And please set that back in the box and then come back here. All right. And then try again. [silence]
09:00
Speaker 1
Okay, it's just gone to flashing red now. I'll know, hopefully, it will just turn bright blue, isn't it? Solid blue. Yeah. Okay, it's just flashing red at the moment.
10:00
Speaker 2
hello it is still I have not heard from network support, so I will transfer you back our regular support. How can I help you with it? The same light that you are a panic note, that's uh that's uh that's uh that's uh that's anite indication that is already connected the network. Okay. Wait,
10:00
Speaker 1
It's still flashing red. Yeah, because we won't get an error message, will we? Theoretically. I mean, yeah, why would it be different? Okay, so you should this process. [silence]
12:00
Speaker 2
How's it going? Still flashing red. Okay. Let's wait. One more minute. okay. Okay. Um, can we Can we try to do it again? Um, please press the reset button on the child note until it has solid purple light and then, after that, press the reset button on the parent node five times within five seconds again, okay? Yeah. Let's see if you might not have done it correctly. Uh, let's just try to isolate further by doing it again, okay?
12:00
Speaker 1
because it's still flashing red, that, I can reset it again if needed. sure. yeah. because, I mean, it's right next to it, so it should be quite quick, isn't it? yeah. okay. I'll just reset it. all right. So you said press and hold the child node for 20 seconds. 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20.
13:00
Speaker 2
Yeah, let's wait a little uh one more minute to see if it will change, but if it is still the same if the light's still flashing red, uh it indicates that it's not really connected to the network. So we will try resetting it one more time and do it again. Okay? Right. Yeah, it's really taking longer than usual so it might not connect. Okay, go ahead. Correct. And then after that, wait until the light turns to solid purple, okay?
13:00
Speaker 1
17, 18, 19, 20. All right. Yeah, it's just flashing blue at the moment. The child mode. [silence] Shoo. You're out. Yeah, still flashing blue, the child node. Yeah. Okay. Sorry. It's just, it's just sound purple. So now I'll go to the parent one. Yeah. Sounds good. All right. One, two, three, four, five.
14:00
Speaker 2
15 when the blue flashing light comes on okay let's wait a little bit longer uh... maybe 2 minutes now solid violet Blue? Yes, please press the reset button on the parent node five times within five seconds.
15:00
Speaker 1
hmmm... yeah, I pressed the reset button, five times in five seconds. so I just pressed it, like one, two, three, four, five. nothing. no-th- nothing. the light at the top's still blue. the- the light at the top of the parent node is still just blue. okay. one, two, three, four, five...
16:00
Speaker 2
Okay, but did you see any change? I'm sorry? Sorry too. Can you do it again, once, [silence] more time. Uh, like what I said earlier, um, press the reset button, [silence] one, I mean, once [silence] every second, until you have done it s-s-times.
16:00
Speaker 1
Yeah, it just shows a quick red light and that's about it. Like it's back to blue. Back to blue now. Uh, yeah, sorry, it's flashing, it's flashing now purple. Okay, flashing red now. Okay, okay. Okay, okay.
17:00
Speaker 2
I see solid blue. How about the child, um, is there any change in the light on the child node? It's flashing purple. Okay, let's wait, up to three minutes, okay? Yeah, let's wait for three minutes, okay? Let's see the final status, the light after that. Okay.
17:00
Speaker 1
Yeah, it's still flashing red. I Yeah,
19:00
Speaker 2
That's fine. Let's wait two more minutes. How's it going now? [silence]
19:00
Speaker 1
you ah still just flashing red if if I plug in an Ethernet cable will that potentially help yeah yeah would that help a little bit well when I was trying to use the web interface it kept on telling me like it gave me an error message and I couldn't really go into the linksys portal
20:00
Speaker 2
I see. What do you mean, you want to plug in the child node to the parent node using an internet cable? Is that right? And before we do that, no, I might help, but before we do that, let us try to add the child node using the web interface, okay? So that means that you need to reset this child node one more time so that it will be ready for set up. And then we will use a particular device, like a computer or smartphone. What device are you going to use to access the web interface? What is the error message? [silence]
20:00
Speaker 1
Okay. I'm going to have to reset it then I'll reset the child node and then grab my laptop. Yeah, still here. All right. OK. I've reset the child node grabbing my laptop. OK. I've got my laptop. Because I I follow it. Yeah it is.
21:00
Speaker 2
Go ahead. please reset the child node. Once it's ready for setup. we'll use your laptop okay? hello? Go ahead. now make sure that your laptop is connected to the Wi-Fi of your parent node. Okay, that's great. Now launch a browser
21:00
Speaker 1
yep myrouter.local gotcha router.local no no okay yep is asking me for the root password yep I thought I changed it, but it's saying it's incorrect. So let me see if admin works. no it's saying invalid again.
22:00
Speaker 2
and then enter this link on the address bar and that is my router.local yes, if you have already customized the router password, you I believe you should know what that is, but um, if not, um, you can use the default router password, which is admin all in a lower case .
22:00
Speaker 1
so it's changed not able to log in yeah, cause i changed it on the app but it's not should i press reset Yeah, I do. yeah love it Okay, I'll put the recovery key in.
23:00
Speaker 2
so, you are not able to log in. do you have an option to reset the password on that login page? yes, go ahead and reset it, okay? it might ask you to enter the recovery key. the recovery key is found underneath the parent node, okay? are you back?
23:00
Speaker 1
so I've been password I think I'm just gonna make it admin yeah it's asking me to reset the password yeah okay yeah it's taking me to the page with the the pitcher of the smart phone yeah yeah I was here yesterday basically yeah it's just a waiting screen it says access locked too many failed attempts but below it I can log in with my Linksys Smart Wi-Fi account
24:00
Speaker 2
Okay. I'm sorry? Go ahead, you can reset the password after signing in. Enter the recovery key, you can create your new password. Oh, can you click on picture of the smartphone? And what do you have after that?
24:00
Speaker 1
Shall I log in? Okay. yeah, cuz I can't access it because I used a lot of too many failed attempts to log in. Okay.
25:00
Speaker 2
no, let's not log in using your account, let us only log in using the local access. Um, so right now, you are still not able to log in, is that right? Uh, okay, we try to reset the password again. Probably when you reset the uh it wasn't successful, uh when you reset the password, can you try to reset the password one more time?
25:00
Speaker 1
Okay. Yeah, I'm in to the Linksys Smart Wi-Fi page. [silence] Is it, is it like on the list below next to like privacy policy? Okay. Sure. Yeah, I've clicked it. Yeah.
26:00
Speaker 2
You are able to log in. Can you check if you can see very small link at the bottom on the home page that is labeled as ca, C for Charlie and A for Apple. It is yes, it is yes, it is in that particular line. Um, I believe it is the last part. Like okay. So you click on ca.
26:00
Speaker 1
Yeah, I clicked it.
27:00
Speaker 2
Okay, after that, go to connectivity under router settings. Then, click on the router setup tab. Okay. There, you will see an option to add the child node wirelessly. There is add wireless child node button. So, we will use that. Before you click it, may I know the color of the light on the child node? This is solid purple. Okay. Yes, you can click it now. Click the add wireless child node button. And then, let's see if your child node will try to connect. Let's see if the light changes. Again,
27:00
Speaker 1
It's flashing purple.
28:00
Speaker 2
how about the child no? Oh, flashing purple means that it is trying to connect or join the network. So we'll wait up to three minutes this time to see if the light will turn eventually to solid blue. It is flashing red again. yeah, let's... Okay, let's try to wait after more minutes, okay?
28:00
Speaker 1
Oh, okay. um, I mean, it's still flashing red. That's any in a minute. Uh to you now. Uh, okay, yeah, Dennis. I have something at a quarter past, 15 minutes past 11 that I need to do.
29:00
Speaker 2
Yeah, let's wait two more minutes, ok? [silence]
29:00
Speaker 1
So, if it's not working in my land, Yeah, probably. Or can I arrange a callback? Yeah, could you call me back? Uh, like, um, one PM? Sure, no, uh, one PM. Yeah. Yeah. Okay, perfect. I mean, yeah, it's still flashing red now. [silence]
30:00
Speaker 2
Oh, I see. Would you like to contact us again if you don't if you run out of time? Oh, a callback? You would like us to call you, is that right? Uh, what is your preferred time? I'm sorry, hold on just a second, okay? Four PM your time. Uh, one PM, hold on, let me see. One PM your time. Yeah, I believe I can contact you. Yeah.
30:00
Speaker 1
Yeah, that's fine. [silence] Well, I mean, so are we agreeing that the adding the wireless child node on the internet is it's just not working. Because it's it's still just flashing red. [silence] Mhm, okay, I'll do this when you call back.
31:00
Speaker 2
I. May I contact you within a time frame like 7:00 p.m.? I mean, hold on, 1:00 p.m. to 2:00 p.m. your time. All right. Thank you. Um, yes, I'll contact you during that time. And should there be anything else that I can help you with before we end this call? Right. Um, yeah, as you can do is to, um, reset the child node one more time, and then we will try to plug it into the parent node using the internet cable, and we will use that particular button, um, add wired child node button. All right.
31:00
Speaker 1
But for now, should I just leave the, root unplugged or, sorry, the child node unplugged or, [silence] Okay. Okay. I mean, yeah, for now, I'll uh, I'll just unplug it and then at 1:00, all, I'll, I'll make sure it's reset so it's back up. No, well, I mean, if, if it doesn't seem to work, is there a chance you might send me a new one? Or it still not work like that? Yeah, please. Yeah.
32:00
Speaker 2
Ah, what you can do is you can reset it ahead of time so that when I call back, um it is already, it has already been reset and we will do the next steps, okay? Later. Okay. All right, no problem. So anything else that I can help you with then before we end this call? Yes, I will contact you again later, okay? Today, right? Uh, 1:00 p.m. Okay. All right, so, um, next time, for more details about products and services, feel free to visit our website. That is www.github.com/support and this has been Dennis again.
32:00
Speaker 1
Yeah, you too Dennis. All right, speak to you in a couple of hours. All right, cheers. Bye.
33:00
Speaker 2
Uh... You have a good day. Okay, goodbye. Okay, yeah. Bye-bye.
33:00