V2 Rubric Detail — 96f80842-8062-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 15:33
Duration
26m 35s
Contact
+447545241805
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00137275
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

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
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall26.9% (+4.9)

V2 Grader Summary

The agent attempted basic troubleshooting but provided materially incorrect technical guidance (5-press reset for SPNM model) and skipped critical WAN/modem diagnostics, leaving the customer without resolution. Communication showed partial empathy and control but suffered from rigidity and inefficiency. No critical failures (A-F) triggered auto-zero, but the call ended unresolved with a flashing red light and no clear next steps.

V1 Case Analysis

Customer reported SPNMX55 router with purple/lilac light and no internet. Agent performed incorrect 20-second reset and unsupported 5-press pairing; issue persists with router showing red light. No WAN verification or escalation provided.

Troubleshooting Steps
  • Requested model number (SPNMX55)
  • Instructed 20-second factory reset (incorrect procedure)
  • Instructed 5-press pairing (unsupported on SPNMX55)
  • Checked LED status after reset (reported as red)
  • Asked about Ethernet cable connection to WAN port
Key Observations
  • Agent provided incorrect reset procedure (20-second hold) for SPNMX55, which requires Pair button reset
  • Suggested unsupported 5-press pairing method for SPNMX55 model
  • Misidentified LED colors (purple/lilac is normal during setup on SPNMX55, not a fault state)
  • Failed to verify modem presence or proper WAN connection (critical for internet setup)
  • No structured troubleshooting flow followed (e.g., no ISP connection validation, no WAN isolation)
  • Call control issues including audio breakup and repeated pauses
Positive Highlights
  • Displayed brief empathy regarding customer's mother's cancer diagnosis
  • Remained on line during customer's waiting period
Agent Errors / Gaps
  • Provided incorrect 20-second factory reset procedure for SPNMX55 series
  • Suggested unsupported 5-press pairing method for SPNMX55 (uses Pair button)
  • Misinterpreted LED colors and their meanings (purple/lilac indicates 'Ready for setup')
  • Failed to confirm modem presence or proper WAN cabling
  • Did not follow logical troubleshooting sequence (no WAN/ISP validation)
  • Did not collect required model/serial/warranty information
  • No escalation path or concrete next steps provided

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reported solid pink/flashing red light and no internet after all steps; issue remained unresolved with no confirmation of successful connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a factory reset, instructed waiting for solid blue light, and checked cable connections, but skipped critical verification of WAN/modem status and logical troubleshooting sequence.
R3 Not Met Correct resolution path conf 95%
Agent instructed a 5-press reset for SPNM-X-55 model, which is invalid per KB—SPNM series requires Pair button or web interface, not 5-press method.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified symptoms (no internet, pink/red light) but failed to ask targeted diagnostic questions about modem type, WAN connection, or topology before prescribing reset steps.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote session, UI checks, logs) were required or used; issue was handled via basic L1 troubleshooting where tool use was not applicable.
T3 Not Met No misinformation conf 100%
Materially incorrect guidance: 5-press reset recommended for SPNM-X-55, which contradicts KB—SPNM series does not support 5-press pairing (valid only for WHW, MX, MR, MBE series).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations (5-minute wait timer) and stayed on the line, but used rigid phrasing ('say yes or no'), had long pauses, and lost call flow control during customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent acknowledged customer�s emotional context (mother�s cancer) and offered callback, but used technical jargon without confirmation and failed to adapt when customer expressed confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the line and offered callback, showing willingness to follow up, but did not take ownership after failure (no escalation, alternative path, or clear responsibility for unresolved issue).
O2 Partially Met Proactive follow-through conf 80%
Agent set a clear interim step (5-minute wait for solid blue light) with a timer, but after failure provided no further next steps, timeline, or actionable plan—left customer without direction.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context mentioned in transcript or assessments.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted—agent remained at L1 attempting resolution until the end of the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged customer�s difficult personal situation ('thank you for patiently waiting') and expressed appreciation, but empathy remained largely scripted and transactional without deeper engagement.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to simplify instructions and stayed on the line, but used one-size-fits-all phrasing, missed opportunities to adjust pace/tone during customer confusion, and did not fully address emotional state.
X3 Not Met Overall experience conf 90%
Customer repeatedly had to restate model number, connection details, and light status; agent did not leverage existing information or minimize repetition (e.g., re-asking for model after initial provision).
Call Transcript30 turns · 31 lines
Speaker 1
Oh, hello and there. I'm just with my mum who is at home with cancer and she's just ... internet today um and I've got this box, this Linksys box and I've connected it uh but it's not working and I've just had to come into the garden 'cause there's no signal in the house. So, um, I was wondering if you could help me please. Uuuh No. So I've um, we've got the new Linksys box.
00:00
Speaker 2
welcome to links it support to assure quality services your call may be monitored please remain on line for assistance good morning thank you for calling link support my name is a Charles good afternoon sir I mean I see what I can do with NetZero. And you said the problem is that you don't have internet connection, correct? [silence] So what is wrong?
00:00
Speaker 1
Um, if five five Victor, one O, Motor, two, three, Delta, zero, one, seven, seven, two is the model of your device, then I should let our technical support know.
01:00
Speaker 2
got a new Linksys, what's the model number? and what is the serial number?
01:00
Speaker 1
Madam.
02:00
Speaker 2
let me create a ticket for you, what is your first name and last name? Uhu. Okay, and what is your email address?
02:00
Speaker 1
The problem is I can't access to your if you want to use my email. Uh, okay. Yeah, I don't, no, don't do that. Yeah. Hold on two sec, a second. It is um gigaclear. It's
03:00
Speaker 2
I know, the email... I'm only I'm only asking because I need the documentation. But yeah, but if you don't want to provide it, it's okay. I can skip this one. All right, cool. Who's your internet provider? Mhm. Let you get clear. Okay. What is the light of the links just rather right now? The light on the top. It's wait, it's purple.
03:00
Speaker 1
Oh, it is, um, flashing blue or a lilac colour. Oh, for, just a sec, sorry, hang on. Um, so it's, um, sometimes, it's lilac, actually. It, it, when I turn it on and off, it flashes blue for ages, and then it goes a lilac colour. So. Yes, yes. [silence]
04:00
Speaker 2
You're kind of breaking up so I'm having a hard time understanding you. uh. [noticeable pause] [noticeable pause] Please say yes or no. Is this flashing blue? What is this? Please say yes or no. [noticeable pause] [noticeable pause] What is this? [noticeable pause] What is this? [noticeable pause] [noticeable pause] [noticeable pause] [noticeable pause] This is initial setup, right? [noticeable pause] This is your first time setting it up, correct? [noticeable pause] Are you there? [noticeable pause] Yeah, I'm asking, this is initial setup, right? Okay. [noticeable pause] Do you have a computer?
04:00
Speaker 1
say that again. say that again. yeah. okay. so we can go and do that now. notice one, one. will you stay on the line then while I do that? I've gotta go into the house. i
05:00
Speaker 2
router or the mesh router from gigaclear slash all links should be auto connect the this this model number s-p-n-m-x-55 it should be working if you have internet connection coming from the internet source that means it auto connect to the internet. no need for configuration it will configure its settings by by default the wi-fi name is underscore no community fiber I'm sorry giga clear something. how about we do a reset on that? press and hold the reset button hold it down for 20 seconds. h mm. yes and I forgot to ask how many of these you got total? that more than one or you got three too? just one all right thank you. I will I will yes yes.
05:00
Speaker 1
I have to leave my phone here or else I'll get caught. Okay. Okay. Okay, so say that and I set hold it hold the reset button down for 20 seconds. Okay, just wait there then. Hang on.
06:00
Speaker 2
Sure, I can call back if we get cut off. I have your number right here ending at one eight zero five. Yes, correct. Mm-hmm.
06:00
Speaker 1
hello oh yes so I held it down 20 seconds and it's just flashing blue now flashing blue
09:00
Speaker 2
Oh yes. Hello. Yeah. All right. Takes five minutes. Correct. It takes five minutes for that to be configured.
09:00
Speaker 1
Okay. Say that last bit again. Okay. Okay. Okay. Okay. All right. That's fine. We'll just wait. Then I'll keep you on the line back if I get cut off. That's really kind, because my mom's got cancer and she's really poorly at home. So, um, that is kind. Thank you.
10:00
Speaker 2
um... If that doesn't work, we'll need to restart both modem and uh the router. But I'm going to set a timer right now. The way I said it is that we're going to need to wait five minutes and the light at that should turn solid blue. That means it's working. If it's still blinking blue or something else like red blinking, that means it's not working. So, we're going to restart both modem and the router. Okay. We're just waiting for now. I already set a timer for five minutes and we still have four minutes to go. I'll stay in the line. I can't I call back. I should definitely still look laudable. I'll stay in the line. You can put put me on mute or you can take
10:00
Speaker 1
and I'm just gonna I'm just gonna leave the phone here and wait a few minutes and then go and check. I'm just gonna wait for you to tell. Give me I check. Yeah, okay. [silence] Yeah, hello, Hello. Um, is it five minutes now? Okay, so I'll just go down down to the house to check then.
11:00
Speaker 2
[silence] Okay. Thank you so much for patiently waiting on the line. Hello? Yeah, what's the line now? Mh? Mh? Yeah, it's five minutes now. Just turned it just now. Mh? Okay.
15:00
Speaker 1
Hello. Oh, hello. Yeah, so it's it's a solid pink and it's not working. I checked.
18:00
Speaker 2
Yes. Hello? Right. So I think that's weird. At the back of your Linksys router, there are ports. One of the port is labeled internet. Is that where the cable plug in right now? Can you check?
18:00
Speaker 1
I a second. It's plugged into. So one of the the ends of the cable going into the the box where it says internet. And the other end is plugged into the box on the wall.
19:00
Speaker 2
uh-huh, where's the cable plug in? where's the cable plug in? the ethernet cable, is it plugged into the internet port or ethernet port? Alright, so this linksys router is not connected directly to a modem. It's connected to a wall patch. [silence]
19:00
Speaker 1
Yeah. Which which is that, what's on the wall? Is is is that what is on the wall? Okay. And where does that where's that supposed to be plugged in? Say again. Okay. What's just say that word again. So should we have another uh? Yeah. Go on.
20:00
Speaker 2
Where is the modem your giga clear modem Where is that? Sorry, you are breaking up. What did you say? It normally they do have a modem, physical modem, not the wall pet. Sometimes it's ad trend. That I'm not sure. Sometimes the model is ad trend. Yeah. I had trend is the model number of the device sometimes, so I'm not sure. It's just sometimes. But how about we do this? Hmm. How about we do this?
20:00
Speaker 1
[silence] Yeah. Okay. I'll come back.
21:00
Speaker 2
At the bottom of the, the router, there is a reset button, press and release that five times, but not too fast, not too slow. You have to do it five times with one second gap between presses. So it will sound like this. Press, release, press, release, do it five times. [silence] Okay, sure So [silence]
21:00
Speaker 1
Hello. value 35 O, hello, um, you are very very kind to me. Yes. I'll stop you there. It's not pink, it looks bad now, fashion. [silence]
25:00
Speaker 2
Yes, hello. It's flashing red now. [silence]
25:00