V2 Rubric Detail — 9c8ca2de-5f71-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:28
Duration
14m 43s
Contact
Nora Akoudad
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132075
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Trouble accessing the linksys

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+14.0)

V2 Grader Summary

The agent correctly diagnosed that the SPNM60 does not support the Linksys app and guided the customer to use the local web interface at 192.168.1.1, resulting in successful setup and solid white lights on all nodes. All technical and procedural guidance aligned with KB documentation, and the customer confirmed resolution with appreciation. No critical failures or omissions were present.

V1 Case Analysis

SPNM60 not supported in Linksys app; guided customer to use local web UI (192.168.1.1) to complete setup. Resolved blinking red child node and provided 2.4 GHz guidance for Ring doorbell. Customer confirmed success.

Troubleshooting Steps
  • Verified model (SPNM60) and serial number.
  • Confirmed SPNM60 is not supported by the Linksys app.
  • Instructed customer to connect to default Wi-Fi and access http://192.168.1.1 via browser.
  • Guided through security warning bypass and login.
  • Saved configuration and allowed router to reboot.
  • Explained blinking red child node status as searching for parent.
  • Provided steps to manage 2.4 GHz/5 GHz networks via Incredible-Wi-Fi.
Key Observations
  • Agent correctly identified that the SPNM60 is not supported by the Linksys app.
  • Customer struggled with typing the IP address, causing minor delays.
  • Agent provided accurate explanation of red-blinking node behavior per KB.
  • Guidance on 2.4 GHz vs 5 GHz separation was appropriate and aligned with the KB.
  • Customer explicitly confirmed resolution and thanked the agent.
Positive Highlights
  • Accurately used local web UI to complete router setup despite app failure.
  • Collected essential customer information (name, email).
  • Resolved both primary router setup and child node status.
  • Provided correct and actionable guidance on 2.4 GHz network access for IoT devices.
  • Confirmed final device status with customer and achieved verified resolution.
Agent Errors / Gaps
  • Minimal empathy shown for customer frustration with the app.
  • Repeatedly asked customer to re-type IP address instead of suggesting copy-paste or confirming browser input method.
  • Did not confirm understanding after key steps (e.g., security bypass, login success).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed nodes are solid white, expressed gratitude, and stated issue was resolved; setup completed successfully.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through correct local browser access (192.168.1.1), login, configuration save, and node status verification.
R3 Met Correct resolution path conf 95%
Agent correctly identified SPNM60 is ISP-managed and app-unsupported, pivoted to browser setup per KB, avoiding unnecessary escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent collected model, serial, ISP, and diagnosed app incompatibility as root cause of login loop; logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Used local web UI (192.168.1.1) appropriately — required tool for SPNM60 configuration; no unnecessary tools skipped.
T3 Met No misinformation conf 95%
Correctly stated default admin password is Wi-Fi password for SPNM60; accurate IP, security bypass, and band advice per KB.
Communication
C1 Met Clear & professional language conf 90%
Introduced self, set expectations, maintained control, guided step-by-step despite customer confusion, closed professionally.
C2 Met Confirmed understanding conf 90%
Used simple language, confirmed understanding ('Is it solid white?'), adapted to customer’s pace and tech level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership from start to end; no transfers; resolved issue without deflecting responsibility.
O2 Met Proactive follow-through conf 85%
Provided 5–6 minute timeline for firmware check; gave clear next steps for Ring doorbell on 2.4 GHz.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolvable at L1 with correct path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Used 'no worries', 'thank you', remained calm during technical hurdles; showed patience and professionalism.
X2 Met Tone & rapport conf 85%
Matched customer’s pace, repeated instructions when needed, checked comprehension on key steps (light status).
X3 Met Overall experience conf 90%
Avoided unnecessary steps; directed customer efficiently to browser setup without redundant app troubleshooting.
Call Transcript26 turns · 28 lines
Speaker 1
Welcome to Linux support. Hi, yeah, I just had my wi-fi upgraded today with new routers from Linksys. But on the app, I'm trying to add the new, it's saying new router found. I put the password and it on it. It doesn't go past that step. I can't go past that step at all. I put the password, it loads a little bit then goes back to the password again. So I can't. Okay. One second. Is the model number going to be at the bottom?
00:00
Speaker 2
Thank you. Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hello. Thanks for calling Linksys support. This is Tom. How can I assist you? [silence] Mhm. [silence] Nice. All right. Can you provide the model number of your new router, ma'am? And also the serial number.
00:00
Speaker 1
model number MS as PN M60. So which number sorry? Serial number? It is seven two E one zero M two nine F one three two for six. Uh community softer. Yes. Yes. Yes, just more just this morning. Yes.
01:00
Speaker 2
[silence] Got it. And how about the serial number? Uh the serial number. All right, got it. And main node member is your internet service provider. CommunityFibre. And this model number that you provided me, this is the main node, the one that is CommunityFibre provided to you, right? Okay. And you want to set up [silence]
01:00
Speaker 1
Yes, I'm trying to but it's not, yeah. It says enter your router password which is the same as the Wi-Fi password, that's what it says on the paper. But I click add to account, it just loads, then comes back to the router password again. OK. OK. So what on the browser would I be looking at? What website? I guess it's yeah scan for Wi-Fi though it says though.
02:00
Speaker 2
on the linksys app. I see. All right. But uh regarding to this, um model number that you have, ma'am, I do apologize but this model is not supported by the linksys app. If you want to access the router settings of this device, you need to access it on the browser instead. All right. You can just there is a QR code on that device, right? I guess you can just scan the QR code or also you just connect your device or your iPad, your laptop
02:00
Speaker 1
that's not on no so that's not on here at all the QR code is just for the Wi-Fi and there is nothing else I'm underneath besides uh name password recovery key and it just says scan QR code to connect to above Wi-Fi serial number and that's just all it has on there nothing else I can go it just connects you to the Wi-Fi yeah I have a yeah I have a MacBook yeah yeah I have a MacBook
03:00
Speaker 2
your computer to this, what the Wi-Fi to the default SSID of this router and then open a browser, once you are connected, open a browser and accesses using the IP address, the 192.168.1.1. Have you tried to scan the QR code? All right. It's just going to kick to the Wi-Fi. Okay. Um, do you have any device sanity, like a laptop or a computer that we can use? So that date in office all right. So yeah, can I disconnect the MacBook M111 from the Wi-Fi? All right, and then open the browser, please. All right, and the address for kindly type in 192 dot 168 dot 1 dot 1. Yes, please. All right, no worries. You can just buy fast that one. And is there an option for you to show the show details? All right, I'm for to do that. OK.
03:00
Speaker 1
no I was using Chrome. Should I use something else? [silence] Let me type that in again. [silence] so [silence] okay. Hold on. [silence] Let's come up as to go to is it ruotenework.com? [silence] I don't I don't I don't 1 92.1 68.1.1. [silence] Why isn't it typing on? [silence] I don't I don't want to second. [silence] 1 98? [silence] No, 168. [silence] No, 192, isn't it? [silence] 192.1 668. [silence]
05:00
Speaker 2
which browser are you using? Is it Safari or Chrome? I don't know. You don't need to. So click advanced, is there an advanced option there? All right. Yes. Did you type in again, the 192.168.1.1?
05:00
Speaker 1
eight, one dot one. Again, right, how do I go? I don't have to bypass. Your connection is not private. Attackers might be trying to steal your information. Turn on advanced settings and proceed. proceed. Okay. All right, okay. It just coming up with the, you know, the Linksys logo. Hold on. Processing. Okay, it's asking for a root password. Okay. Let me try it again. That's, okay, logged in. Checking your internet. Internet connected. Collecting data.
06:00
Speaker 2
Yes. Please. Quick advance. [silence] Yes. [silence] Yes, please. Yes. Mm-hmm. All right. Type in the router's password.
06:00
Speaker 1
that's correct it's next. No lines. saving. Okay. Your router will briefly turn off and then on again. If you lose connection connect your routers Wi-Fi to finish set up. Okay. So, just rolling, loading. So, I think saving changes saving your configuration and checking for software update. Okay. I don't know how long that'll take.
07:00
Speaker 2
All right. All right.
07:00
Speaker 1
still saving your configuration and checking for software updates. Yeah, so it's Nora. Yeah, so Nora, N-O-R-A. That's my first name. Last name is... So Nora Akudade and then my email is the same name, Nora Akudade, 85. So Nora Akudade 85 at Outlook.com. I'm Chris.
08:00
Speaker 2
All right, no worries. It would take about five minutes, five to six minutes. And while waiting, ma'am, kindly provide your first and last name and also your email address for me to create a record. Um, yes, please. The last name. [silence] I'm going to spell out the last name. it's already here? so it's your first and last name, 85@outlook.com. I hear you. [silence]
08:00
Speaker 1
I have gone back. Mm-Hmm. One's going on. Mm-Hmm. That one's still red, but the main one, I think it's gone white. Yeah, the main one is white, but the other one is still, red. No, the main one i.
10:00
Speaker 2
Wait for a minute for that. Time. Is it blinking or solid? [silence]
10:00
Speaker 1
Is solid white? I'm going to check now don't forget that. Is blinking red, like very slowly. Yeah. What does that mean if it's, like, going red on and off? They weren't stored together. This one's got a different password. I don't know. Model number-- Oh no, model number SPM60. Yeah, same model. still red.
11:00
Speaker 2
How about the other one then? Is it solid red or blinking red? It's it means that it's disconnected to the main node but it's still searching for the main node, and also this child node, then uh those they have the same model number with your main node. I feel it. Mhm. All right.
11:00
Speaker 1
Oh, okay. So, 50 is ready. Is this here? So, I then come, One. my laptop, bottom. Okay. Right, I can see now on the screen. Okay. Yes. Yes. Yes. Nope. I can see port. So, port two, port three and then the W, N is on. Oh. Okay.
12:00
Speaker 2
All right, are you on the Lynxys now screen? Or there is a home, a menu, and a zoom where you can see the ports. Mm-hmm. Yeah, I see it. All right.
12:00
Speaker 1
It's showing like two, sorry. Sorry, it's showing like two different. No, it's okay, sorry. I've got two Wi-Fi's, one 2.4 and one 5 gigahertz. because that's what I was trying to do earlier on my ring doorbell. I can't get it back online but it keeps dropping out. But so if I've got two different speeds, how do I connect it to then, to the 2.4? Can I turn off the five, connect the doorbell, then turn it back on? Can I do that? Yeah. Okay. Okay, perfect. Also, how do I keep this like, so it doesn't drop again?
13:00
Speaker 2
I'm and yes, the, um, yes, I'll, okay. Mm-hmm. Oh yeah, that's, um, the two networks that you have, because there are some devices that are not, um, capable for the five gigahertz. That's why there is a somehow that you can connect to that network. Um, Oh yes, you can do a one man. Just go to the menu and then click the incredible Wi-Fi.
13:00
Speaker 1
If I want to come back on my laptop to this website again, because at the moment it's still saying "not secure" at the top. I just bypass it. Oh. Okay. Perfect. I'm going to try and check now. It is solid white. Yes, perfect. It is. Lovely. Yeah. Lovely. No, thank you so much. I really appreciate your help. Thank you. You too. Take care. Bye. Bye.
14:00
Speaker 2
Yes, you just need to bypass it once and just click continue. And the light status of the trial node, is it now solid white? Yeah. All right. So that means that they're all now connected. And, yo you can change the some settings of your Wi-Fi on that page. Fim. All right. Thank you so much, as a man. Have a good one. Bye for now.
14:00