V2 Rubric Detail — ad93e546-63e1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 09:00
Duration
9m 43s
Contact
Adam Westcott
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall41.0% (+15.0)

V2 Grader Summary

The agent initiated troubleshooting by collecting serials and guiding through a reset and 5-press pairing, but failed to verify compatibility or confirm success. Critical technical inaccuracies and omission of diagnostic tools like the web interface undermined resolution. The issue remained unresolved at call end, resulting in a partial resolution.

V1 Case Analysis

Customer unable to add Gigaclear-provided Linksys node to existing mesh. Agent did not confirm model, incorrectly instructed 5-press pairing method and solid pink/purple LED state, failed to verify setup mode or successful addition, and ended call without case number, warranty check, or next steps.

Troubleshooting Steps
  • Collected serial numbers for existing and new nodes
  • Advised placement of new node next to parent router
  • Guided customer through a 30-second factory reset of the new node
  • Instructed use of 5-press pairing method on the parent router
Key Observations
  • Agent never asked for or confirmed the product model, a critical failure given that pairing methods vary by series [02:00–03:00].
  • Provided factually incorrect LED state: 'solid pink or purple' does not exist on any Linksys mesh hardware [07:00–08:00], indicating a serious knowledge gap.
  • Instructed 5-press pairing method for a likely SPNMX series node, which uses the Pair button—not 5-press—for child node addition [09:00], contradicting KB guidance.
  • No verification of setup mode or successful mesh integration; call ended with no confirmation of outcome [08:00–09:00].
  • No case number created, no warranty check, no follow-up scheduled—complete lack of case management [entire call].
Positive Highlights
  • Accurately collected and repeated back the serial number of the new node [02:00], demonstrating attention to detail.
  • Maintained a polite and patient tone throughout the call, despite customer connection issues [05:00].
Agent Errors / Gaps
  • Failed to identify or confirm product model before giving technical instructions [02:00–03:00], leading to incorrect procedure.
  • Provided factually incorrect LED color guidance: 'solid pink or purple' is not a valid state on any Linksys mesh device [07:00–08:00], a serious accuracy failure.
  • Instructed 5-press pairing method on parent router for a likely SPNMX series node [09:00], which does not support this method—Pair button is required.
  • Did not verify that the node entered setup mode or successfully joined the mesh [08:00–09:00], leaving resolution unconfirmed.
  • Failed to create or cite a HappyFox case number, violating protocol [entire call].
  • Did not check warranty status or discuss support eligibility, despite handling a hardware integration issue [entire call].
  • Ended call without setting a follow-up, escalation, or self-help path, resulting in operational abandonment [end of call].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended during pairing process; agent never confirmed the node joined or appeared in the network dashboard.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected serials and LED status, performed reset and initiated 5-press, but skipped compatibility verification and firmware checks.
R3 Not Met Correct resolution path conf 90%
Agent recommended using ISP-provided node without checking if it's an ISP-locked variant (e.g., MBE7000PW-HK), risking incompatibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (node not recognized) and LED state, but failed to ask about model numbers or ISP-specific firmware requirements.
T2 Not Met Appropriate tools / resources used conf 95%
No use of web UI (192.168.1.1/myrouter.local) to check model, firmware, or compatibility; relied solely on verbal instructions.
T3 Not Met No misinformation conf 90%
Incorrectly described LED state as 'solid pink or purple' (correct: solid blue for MBE7000); claimed new node is 'much faster' without verification.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had awkward silences, unclear transitions, and did not set clear expectations about outcome.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms like 'five press setup method' without confirming understanding; customer showed confusion with LED states.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to guide through setup steps without deflecting responsibility.
O2 Met Proactive follow-through conf 90%
Provided specific next steps: factory reset for 30 seconds, then perform 5-press on parent within 5 seconds.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none was warranted at this stage; troubleshooting was still in progress.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Offered polite acknowledgments ('no worries', 'thank you') but did not explicitly recognize customer frustration or effort.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace but did not adjust for customer’s repeated interruptions or confusion about LED behavior.
X3 Partially Met Overall experience conf 85%
Asked customer to read two serial numbers aloud, which could have been streamlined; missed opportunity to reduce effort via web UI lookup.
Call Transcript18 turns · 19 lines
Speaker 1
Hi there. We have a Linksys mesh system in our house. And I've bought, I've got another node that came with our internet provider called gigachlear. And they provide us with another Linksys Node. I'm trying to add it to the system, but it doesn't seem to recognize it as a normal node. And I was wondering whether that's because it was a particular offering. [silence] The current serial number, that's on the bottom, isn't it? Okay, hold on one second, let me get it out.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. I'm your support specialist today. Hmm. I see. I got this one, sir. Just to confirm, I have the serial number of this current node, or sorry, current parent node that you have. Yes, sir, that's correct. [silence]
00:00
Speaker 1
Uh, oh. I don't know. Why don't I find the zero number? There we go. it is two-zero-J-10-C-637-08214. Uh, yes, hold on one second. I think I'm gonna open it to the room now.
01:00
Speaker 2
No problem.
01:00
Speaker 1
Sorry. The node from GigaClear, that serial number is 5-5V10M2CC05311. Yes, correct. I have five in the current system plus this new one. This will be the six. [silence]
02:00
Speaker 2
Yeah. Uh huh. Uh huh. Thank you so much for that one, sir. Let me verify the serial number to make sure that I got it correctly here. So it's five, five, B for Victor, one, zero, M for Mary, two Charlie, Charlie zero five three one one. Is that correct? Thank you so much for confirming. And how many legacy routers or nodes do you have in total? Uh huh. All right. So,
02:00
Speaker 1
O. Okay, because I tried to I tried to set it up using the the app and that it just it switched to a new part um internet internet um sorry uh yeah internet name. Yeah.
03:00
Speaker 2
For this one, sir. I'm going gonna set your expectation that the new node that was provided by GigaClear is much much faster and and has a better connection than your current parent node. So the thing is we recommend or we always recommend using the new or the latest node as a parent. So however, we can still set it up as a child node, but it would be better if we will set it up as a parent node. Another router. Okay. All right. Actually, we can still set this up as another child node. However, it again, it would be better if we will set this new node as a parent.
03:00
Speaker 1
Yeah. Yes please, could you that be really helpful. Okay, so it's been done. That. [silence].
04:00
Speaker 2
Would you like to, set it up as another child node? Because I can walk you through that one? Alright. Again, since this is for like, like we're trying this, we're trying to add this child node for the first time. So, for now, sir, kindly move this new node next to the parent node. Uh-huh. No worries, kindly take your time as well. All right, thank you so much. For now, we will observe that light on.
04:00
Speaker 1
it's on there already I can't I can't OK I thought OK so the light's now move hi can you hear me yeah OK
05:00
Speaker 2
this new node for one to two minutes, okay? by the way, sir, were all notes provided by Giklayr? M sorry, sir. Just to confirm, you bought the current node from like from a retail store like Amazon, is that correct? Uh hello, sir? Aha. Got that one. Oh, yes, sir, I can hear you now. Sorry. You're yes, sir, you're cutting out earlier. However, I can hear you. Perfectly fine now. So, just the
05:00
Speaker 1
uh, it's, it's blue and red. yh. nh, no, it's just, it's next to it. The parent's got, got two fingers. So it's just using the uh, um, uh, the multiplier. Yes. All right. uh, Okay.
06:00
Speaker 2
[silence] to confirm the light on this new node is currently flashing blue, is that correct? right, all right. it's on solidly. And is this like new node currently plug in into the parent, or? Uh huh. All right. However, the light on this new node is still showing solid blue, is that correct? I see. Uh can we er, can we reset this new node, sir? Or reset kindly press and hold the reset button for 30 seconds. All right, thank you.
06:00
Speaker 1
that's flashing red and it's now disappeared that's now solid blue okay yes you are yes sure that's correct okay it's now flashing blue a lighter blue
07:00
Speaker 2
Do not release the Reset button until you see the solid blue line. Alright, you may now release the Reset button, sir. And while waiting for the light on this new node to turn to solid pink or purple, just to confirm, am I talking to Mr. Adam West or did I pronounce your name correctly? Alright. And your email address is your first and last name@yahoo.com. Is that correct as well? Thank you so much for confirming, sir. That's fine, sir.
07:00
Speaker 1
still flashing.
08:00
Speaker 2
All right, get that one don't worry. Rest-assured that the light on this new node will turn to solid thinker purple. For that indicates that it is already on setup mode. That's great. That means that the node is already on setup mode. So, we will try to add this child node using the five press set-up method. So, On the parent node, look for the reset button and then press it five times within 5 seconds. So, it's like press release, press release five times.
08:00