V2 Rubric Detail — a989f294-6330-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 11:53
Duration
15m 15s
Contact
Christopher Francis
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132545
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Node doesn't turn ON

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
Escalation4.00/5
Customer Exp0.00/5
Overall48.1% (+14.1)

V2 Grader Summary

The agent correctly identified a defective ISP-provisioned node and directed the customer to the appropriate replacement path, achieving resolution. However, technical accuracy was compromised by a materially incorrect reset instruction, and communication lacked empathy, clarity, and efficiency. Despite these flaws, the outcome was valid due to correct escalation logic.

V1 Case Analysis

Customer reports SPNM62 node (S/N: 59N1M2AD14129) completely dead (no LED). Agent did not verify warranty or open case; pursued irrelevant Ethernet diagnostics. Advised customer to contact ISP for replacement without establishing support path.

Troubleshooting Steps
  • Verified node power connection and power switch position.
  • Instructed hard reset by holding reset button for ~1 minute.
  • Asked to connect non-powered node to computer and run ipconfig (invalid diagnostic).
Key Observations
  • Agent asked customer to run ipconfig on a device with no power (08:00), contradicting KB guidance for hardware fault diagnostics (see universal_hardware_fault.md).
  • No model or serial number was captured despite customer providing full serial (01:00).
  • Agent failed to open a case or verify warranty, violating protocol for hardware fault calls (see QA Grading Guidance).
  • Hard reset was correctly attempted per KB, but agent did not validate outcome or escalate properly.
  • Customer email was partially captured but not confirmed (07:00).
Positive Highlights
  • Agent correctly attempted a hard reset (12:00–14:00), which is a valid first step for unresponsive nodes per KB (see universal_mesh_full_rebuild.md).
  • Agent confirmed the node was plugged directly into a wall outlet, ruling out power strip issues.
  • Agent verified the power switch position on the node, showing attention to basic physical checks.
Agent Errors / Gaps
  • Failed to collect model number despite customer stating 'SPNM' (00:00); should have clarified full model (SPNM62).
  • Failed to capture serial number despite customer stating '59N1M2AD14129' (01:00); critical protocol miss for hardware fault.
  • Pursued Ethernet and ipconfig diagnostics on a device with no power (07:00–08:00), contradicting KB guidance for hardware faults (see universal_hardware_fault.md).
  • Did not open or reference a HappyFox case, violating case management protocol (see QA Grading Guidance).
  • Concluded device defective without warranty verification or proper escalation path (see spnmx56_family.md for ISP-provisioned node handling).
  • Provided no follow-up mechanism, email summary, or case number; left customer with vague 'contact ISP' instruction.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent concluded the node is defective and correctly advised that the ISP (Community Fiber) will provide a replacement, achieving resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed basic checks (power, reset button, IPConfig) but did not complete a proper factory reset or test with a known-good cable, limiting diagnostic depth.
R3 Met Correct resolution path conf 95%
Agent correctly identified a hardware fault and directed the customer to the ISP for replacement, which is the proper path for ISP-provisioned equipment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified no LED as a symptom and asked about power/reset, but failed to ask for model number or confirm if it was ISP-provisioned until late in the call.
T2 Not Met Appropriate tools / resources used conf 90%
Agent instructed a one-minute reset, which contradicts documented 10–20 second procedure; also requested IPConfig on a dead node, indicating misuse of tools.
T3 Not Met No misinformation conf 95%
Agent told customer to hold reset for 'one minute', which is incorrect per KB (10–20 seconds); this materially wrong instruction undermines technical accuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no initial framing, multiple unexplained silences, abrupt transitions, and poor control during troubleshooting steps.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms like 'IPConfig' and 'Ethernet adapter' without confirming understanding; no adaptation to customer’s apparent confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the case, attempted troubleshooting, and resolved by directing to ISP—no unnecessary transfer or avoidance.
O2 Partially Met Proactive follow-through conf 85%
Agent informed customer that ISP would replace the node but provided no timeline, contact details, or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly determined that the ISP should replace the defective node—an appropriate escalation decision given ownership of hardware.
E2 Partially Met Escalation prep & handoff conf 85%
Agent informed customer of ISP responsibility but did not specify who to contact, expected timeframe, or provide a ticket number.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent did not acknowledge customer frustration, repeated issues, or inconvenience caused by the failure.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, procedural tone throughout, failing to adapt pace or style despite customer confusion and interruptions.
X3 Not Met Overall experience conf 95%
Customer was asked to perform IPConfig on a non-functional node and repeat information, increasing effort unnecessarily.
Call Transcript24 turns · 27 lines
Speaker 1
Oh yes, my Linksys has stopped working completely. S for Sierra, P for Papa, M for November, M for November, and M for mother. 11, X ray, 5, 6. Mikey. I didn't quite catch that. Can you say it again, please? Community fiber.
00:00
Speaker 2
welcome to links is support to assure quality service your call may be monitored please remain on the line for assistance what is so much recording lacy's business notice any help now okay what your internet service provider uh uh who's your internet service provider.
00:00
Speaker 1
The serial number is 5-9, November one zero Mikey, 2, Alpha Delta one-four-one-two-nine. Uh, one, two, three. That's just this one. Yeah. Sorry.
01:00
Speaker 2
I'm sorry. May I know the asset number of the device? How many nodes do you have in total? Three. And all of them stopped working? What's the light indicator? What's the light indicator?
01:00
Speaker 1
There's no, there's no light, it's a completely dead unit. I've swapped it over and it just doesn't work. I've tried a different power source, I've tried pressing the reset button. Try everything I can. Do I have a computer but it's not on the moment. Have a computer, yes. The computer is on the moment. So, what do you want to do? The node is
02:00
Speaker 2
of the note that is not working. right now it's plugged in, but there is no light indicator. it's not showing any light. [silence] all right. do you have a computer. sorry. okay, so right now where is it plugged in. I mean, where is the node connected or plugged in right now.
02:00
Speaker 1
It's not working. So, if I plug it in, it doesn't light up. Yes, I've done that right now. Uh, I don't have one, which is, uh, I can't turn it on. Yes. Sorry, it'll just take a, a minute to turn on. Sorry. Uh, I've got a phone, if that helps.
03:00
Speaker 2
Is it? Okay. Can you please try to plug it in right, right directly to a wall outlet? So, is your computer a laptop computer or a desktop computer? Do you have a computer that is capable of wired connection? Um, well, for the troubleshooting that we will do, uh, we will try to connect your, the.
03:00
Speaker 1
the, the computer will connect to the, the other node. [silence] So that's not going to help very much. [silence] Well, we won't be able to because it's it's not lighting up shortly. do you think just the LED is not working? Hmm, yes. Yes. [silence] Yes, it's on the it's set to the on position, yes.
04:00
Speaker 2
the node direct to the computer, and we'll check if it, uh, is still Provide re it's still generates Okay, we will, okay, so we will connect the node, if the computer is capable of war connection, we will connect This node, he's not turning on directly to the computer. [silence] Okay, so there, uh, is the node plugged in right now. Uh, okay, so there's a switch underneath the node. Okay, is it, uh, set to the on or the line?
04:00
Speaker 1
Yes, correct. Yes. So that's OK. I think so, yes. Would you want to try that instead? [silence]
05:00
Speaker 2
Okay. Now, um, and it's connected directly to a wall outlet, right? All right. Now, is the modem near the computer? All right. Now, uh, do you have an extra Ethernet cable? Do you have an extra Ethernet cable?
05:00
Speaker 1
That's correct. Yeah. Christopher James Francis. Christopher James Francis. That's great. Yeah. That's correct. Francis, F-R-A-N-C-I-S. Christopher james.frances at gmail.com frances.fr.gmail yeah, so it won't connect via the Fnet. So I've used the Fnet connection, and it won't connect via the Fnet, but it is connecting via another mode. Sorry switch again. Just have not connected. Yeah, sir. Go ahead.
06:00
Speaker 2
No. Sam, tell other James at gmail.com. All right. Is the note connected to the computer now? It's connected to that. Okay. Under Ethernet what does it say? What does it say sir? Under Ethernet connection what does it say? Hey, can you open command prompt? [silence]
07:00
Speaker 1
Come on prompts. Yeah, I've got the window open. Okay, yeah. So against the media state, it says media disconnected. On each port, connection one, connection two, and fnet. And on w52, it says media disconnected, and on fnet adapter
08:00
Speaker 2
All right. On the command prompt, you have the black pop-up screen. All right. Now you type in IPConfig, and then enter. All right. And then find the IPv4 address under ethernet adapter. Eifa net.
08:00
Speaker 1
For Bluetooth, it says media disconnected. [silence] From the wall socket. [silence] Okay. [silence] [noise] [silence] Yes.
09:00
Speaker 2
Okay, plug it back in, again. Okay, unplug, again. Okay, plug in again. Okay, unplug, again. Okay, plug in again. And then unplug, again. and then connect it to the power. Okay, so let's just give it five minutes. Observation. So, just to verify, sir, this node is provided by your internet service provider, which is community fiber, right? Okay, thank you.
10:00
Speaker 1
I'm I'm afraid not. Yes. Okay, I'm doing that now. [silence]
12:00
Speaker 2
wait, um, is there any changes on the light indicator of the nodes here, okay, we'll, uh, do a hard reset here for one minute let's uh show you, press the reset button, Okay. OK. will let you know, sir, when to release the button.
12:00
Speaker 1
I'm sorry for the snow like Saturday Absolutely I already was a couple meeting fiber so yes and I am at all
14:00
Speaker 2
all right you can release the button now sir and um can you tell me if there's any light indicator on it okay all right so let me just uh discuss this with my team sir and what else we can do for this and uh probably sir um you could just did you call your internet service provider already sir regarding this node Well you're you actually called links this sir but um Yes this is provided by internet service provider. I think if this is already [silence]
14:00
Speaker 1
Sure, sure. Absolutely. Okay. Thanks. So do you want me to hold on for a bit longer? [silence]
15:00
Speaker 2
Deemed defective they will be the ones to provide you a replacement for this
15:00