V2 Rubric Detail — b063ebec-642a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 17:43
Duration
42m 7s
Contact
Pintu Patel
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132808
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60CF Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+21.8)

V2 Grader Summary

The agent resolved the app login loop and node pairing issue by guiding resets and using the web UI to change Wi-Fi settings. However, the agent gave a materially incorrect 5-press reset instruction for the SPNM60 model, which uses a Pair button instead — a documented KB error. Despite this technical inaccuracy, the outcome was achieved through alternative steps. Empathy and communication efficiency were limited but not severely deficient.

V1 Case Analysis

Customer reported app stuck on OTP screen while adding mesh nodes. Agent guided reset and incorrect 5-press pairing (not valid for SPNM60). Switched to web UI (http://myrouter.info) to change Wi-Fi password. Nodes now show solid white. Internet connectivity not verified. Case closed with ticket #132808.

Troubleshooting Steps
  • Requested model and serial number (serial not captured).
  • Instructed reset of router and child nodes (15-second hold).
  • Guided through 5-press pairing (incorrect for SPNM60).
  • Directed customer to local web UI (http://myrouter.info) to change Wi-Fi name/password.
  • Confirmed solid white LEDs after changes.
Key Observations
  • Agent gave incorrect 5-press pairing method for SPNM60 (should use Pair button).
  • Agent did not capture the device serial number despite asking.
  • Call contained many filler statements and repeated confirmations, reducing efficiency.
  • Customer was not asked to verify internet connectivity after the fix.
  • Agent stated incorrect reset duration (15 seconds vs. 10 seconds per KB).
  • Agent initially implied myrouter.local but later corrected to myrouter.info; SPNM60 uses myrouter.info.
Positive Highlights
  • Agent correctly identified that the app issue might be circumvented by using the web UI ([16:00]).
  • Successfully guided customer to access http://myrouter.info and change Wi-Fi credentials ([25:00]-[34:00]).
  • Provided a ticket number (132808) and clear closing statement ([41:00]).
  • Recognized that Orbi router would need separate configuration as access point ([40:00]-[41:00]).
Agent Errors / Gaps
  • Incorrect pairing method (5-press) for SPNM60 — this model does not support 5-press pairing; Pair button should be used.
  • Stated reset hold time of 15 seconds instead of the correct 10 seconds (per SPNM60 KB).
  • Failed to confirm internet/WAN status after reset and configuration change.
  • Did not obtain or record the serial number, a required field for warranty and case tracking.
  • Provided overly long, unfocused dialogue leading to confusion (e.g., [17:00] rambling about 'technical geniuses').
  • Misidentified the web UI access URL — initially implied myrouter.local but later corrected to myrouter.info; SPNM60 uses myrouter.info, but agent did not clarify this distinction early ([25:00]-[27:00]).
  • Failed to validate that the fix worked beyond LED status — no check of client device connectivity or internet access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed resolution: 'now that everything is working sir and we have successfully customized as well the Wi-Fi name and password and confirm everything is working'
R2 Met Diagnostic thoroughness conf 95%
Agent guided through LED status checks, factory reset of child node, 5-press reset attempt on main router, web UI access, and Wi-Fi reconfiguration
R3 Met Correct resolution path conf 95%
Agent pursued appropriate troubleshooting path (reset, web UI) without unnecessary escalation or warranty deflection despite app failure
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified app loop symptom, verified model (SPNM60), assessed LED states, and deduced need for reset and web-based configuration
T2 Met Appropriate tools / resources used conf 95%
No external tools were required; agent correctly used product knowledge and KB-backed procedures (reset, web UI) to resolve issue
T3 Not Met No misinformation conf 90%
Agent instructed 'press the reset button five times' for SPNM60 — this model uses a Pair button, not 5-press pairing; documented in KB as invalid method
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had multiple long silences, poor framing of steps, and unclear transitions between actions
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms (e.g., 'Incredible Wi-Fi') without checking understanding; minimal adaptation to customer’s pace or confusion
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or abandon responsibility
O2 Met Proactive follow-through conf 95%
Agent confirmed resolution, provided ticket number, and closed with clear next steps (contact Orbi support separately)
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred; first contact assumed
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry' once but offered no acknowledgment of customer frustration, repeated effort, or emotional state
X2 Partially Met Tone & rapport conf 75%
Agent responded to questions but did not adjust tone, pace, or complexity; customer had to repeat actions and IP recall
X3 Partially Met Overall experience conf 80%
Customer had to re-enter serial number and IP address multiple times; agent could have recorded and reused information
Call Transcript66 turns · 74 lines
Speaker 1
Hi there, I'm trying to connect the Link to my app, and it's just it's loading and then it goes back to enter your one-time password. So I've logged in, logged in and then every time I'm trying to connect to it, put in the password, add to account and it just goes in, into that circle thing and it goes right back to enter your one-time password. Yes. [silence]
00:00
Speaker 2
Welcome to link-sys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys Technical Support. My name is Eli. How can I help? [silence] Okay. [silence] What have you done so far? So like did you try removing the app or deleting it and then installing it again? Did you try it already?
00:00
Speaker 1
I'll try that again, just to full proof everything. And, delete the app now. Right now, it's flashing, the LinkSys is flashing like, oh wait, it went red, don't know why. One sec. let me had download, yeah. Okay. I've got on the, on the actual module, I set privacy to unlocked and then where it says internet 2, I put it, I put it down to the one and then it's got like a bracket, three dots and then a bracket. Is that the right setting? [silence]
01:00
Speaker 2
I believe, sir, that your Linksys router doesn't have any internet, cause you mentioned it was pulsing red light.
01:00
Speaker 1
oh yeah it's white again solid white yeah it is okay I'm gonna log in now go back settings yep and then as soon as I log in it says we found a new network add network to your account I'm sorry press add to account okay press that put in the Wi-Fi password done press add account and then it loads and it goes right back to the end your router password
02:00
Speaker 2
Okay. Okay, it's solid white again. Can you make sure that the device that you're using is connected to the internet or to your links list? Uh-huh. Uh-huh. Yeah. Yes, sir. Okay, I see. Um, how about with this one, sir? Let's not
02:00
Speaker 1
Yep. zero number. zero number is seven 2 alpha 1 zero bravo 2 8 Foxtrot 0 5 5 1 and the other, I think that's the only number there is apart from a Mac number. No the first letter is seven, oh this first letter. that that's Echo. Echo, Yep.
04:00
Speaker 2
Yeah, of course. We can work on that one. Um, but before we proceed for and setting up everything, can I please have the model number and the serial number of the main router that is connected directly to the internet? Uh, just turn it upside. Yes. Okay. And uh, let me just verify. So the first letter is Victor. Yes. seven to Echo.
04:00
Speaker 1
do you want the model number as well how do I say this sink 60. yeah. yeah. yeah. yeah. that's correct. yeah. pintu Patel, p-i-n-t-U-P-A-T-E-L. Papa India November. rescue uniform Patel Palpha Alpha Tango Echo Lima over over do you read me over yeah still the other one I haven't plugged in it I can plug it in anyway yeah are you sure
05:00
Speaker 2
and your last name is okay, thank you so much uh, right. Now sir. The main router, what is the, LED light is that I'm solid white? Okay? And the other two sir. I just kindly plug in the other one as well so that we can um, work on this other two. Uh, huh. Uh, huh. Uh, huh. Okay, so they are actually uh still like um booting up. So let's just wait for it. Um no. Uh, huh. Uh, huh. Uh, huh. Okay, so these are the two, um, Routa will gonna be connected wireless to the parent. So, uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Uh, huh. Okay, uh, huh. Okay, uh, huh. Thanks, S, you
06:00
Speaker 1
Now it's red. So it's red. The other one. The other one is a solid white. Yeah. Yeah. Yeah. [silence]
08:00
Speaker 2
[silence]
08:00
Speaker 1
15 seconds. OK. it's. it's. It's pulsing blue now.
09:00
Speaker 2
Press and hold its reset button for like 15 seconds up until the LED light comes off. [silence] Yeah. [silence] Uh you can now go ahead and let go of the reset button. Now, um let's just wait. It should be the LED light should be solid blue after you perform the reset, but that's going to take for a few minutes. Uh let's just wait for it, okay? Okay. So, let's wait for it until it changed to solid blue. And while waiting for that, one Sir, can you give me Sir, your active email address please? [silence] I'm sorry Sir, I did not get it right. indigo delta lima dot Charlie Oscar dot UK OK, thank you so much.
09:00
Speaker 1
One.Two.
11:00
Speaker 2
So now that it's solid blue, let's go back to the main router, the one that is connected directly to the internet source. Okay. Now press the reset button of that main router for five times. So press release, press release, press release for five times or it's reset button. Oh link up, okay. It's now flashing, so let's just wait for it. Okay. The other nodes should now start flashing. So, finally observe it.
11:00
Speaker 1
lid's still there. No. One got stuck. [silence] Probably five meters. [silence] got Went and left that one there. Do you hear me right next to the other one now I've got and this yes now the um other the-a
12:00
Speaker 2
Are they on the same location or no? How far is the other notes sir? Oh, that's quite far. Can we bring it a little bit closer? I maybe about uh maybe like three feet away sir. That that not too close to uh to the main one. I give them like um.
12:00
Speaker 1
I received it a couple of days ago. Now the other notes. The child node is sold. blue.
13:00
Speaker 2
Did you just receive this this update just today sir? Okay, okay. Yeah can you do it again sir on the main route or press again.
13:00
Speaker 1
Five. Five times, yeah? Okay. 1234 Solid white? Yep, it's still solid white. The main router.
14:00
Speaker 2
Then it's reset button for five times. Yes. Five times. Press the reset button for five times. Press release.
14:00
Speaker 1
uh solid blue no try again one two three four there's a there's a um power button on the back of uh that's a test button just press it once or and on the other one maybe okay It's flashing now.
15:00
Speaker 2
[KEEP_UNCERTAIN] Another one is. Like it's not reacting? Uh, yes, you can try it again, sir, but, uh, do. Yeah, you can actually also use the pair button. Get can try it. Yes, just press it once, sir. But let me just double check it. Uh, no, sir, just do first one. [silence]
15:00
Speaker 1
own that flashing now on the child node flashing blue, [silence
16:00
Speaker 2
This is okay. Okay, um, that process will actually take for about a maximum of three minutes. So, let us just wait for it, sir. And while doing it, I mean, while waiting for that one. Um, if you want to make some changes, especially with the Wi-Fi name of your Lynx Routers, sir, you can use the web browser interface instead of relying on the app because there are some features that is not available on the app, sir that can only be used using the web browser interface.
16:00
Speaker 1
They're both flashing now. Quite fast as well. [silence] So, after I connect them, then, I can unplug it and put it where I want it, right? [silence] So, is the other bad in pair with it? [silence] Yes, no. [silence] Of course. [silence] He's not very dumb. [silence] He said he's done everything.
17:00
Speaker 2
So Um-hm. Absolutely. [silence] So anyway, yeah. Technical geniuses do not have the time to be lazy or any whatsoever. Like unlike. Average, people.
17:00
Speaker 1
Okay, the child node is now solid and the internet node is flashing white. No, the child node is solid white. Okay. Okay, and both of these nodes have separate passwords as well, so will it be one password for all?
18:00
Speaker 2
And the child nod server is still flashing, correct? Okay, so that actually means that it's now receiving an internet from the main one. so uh but let's give it at least a minute before we deploy it, okay? After a minute then we can put it back on where you want it uh your where you want it to be located. in Verse, swap command is not silent. Has been applied in the risky source to the reverse. uh backup restore button
18:00
Speaker 1
OK. How do you change it? Changing it. Now? I want to change. Okay. Yet the internet tower is still flashing, but the child. So how do you? Think you'll go be. Yeah, I have. Yeah.
19:00
Speaker 2
[silence] [silence] no no it's uh it's actually the reason why it's still flashing is it's still trying to locate or to check if there are any available routers that can be added to its network. [silence] But I am um any moment right now it will stop flashing, so that should be good. [silence] The the other router sir, is it still solid white? [silence] Okay. Um how about we deploy it on the on your preferred location?
19:00
Speaker 1
I unplugged the main Rita accidentally. It shouldn't be involved in." yeah okay.
20:00
Speaker 2
uh there should be your problems just um plug it back in before you plug in the child node sir so just make sure that um the the main root sir is back up and running before you plug in the child node
20:00
Speaker 1
The main node is blue. I assume when it's why that it's set up. When the main, how do you know when it's set up when it's why? [silence]
21:00
Speaker 2
I'm sorry. When it's right, you can then deploy the other. [silence]
21:00
Speaker 1
Yeah, this way. Okay. Connected the other one. Yeah.
22:00
Speaker 2
routers that you mhm mm so the main one is already solid white right
22:00
Speaker 1
Uh, the other one's now red, flashing red. No. Uh it's white now. Solid white. Yeah I um but there's um each node has a separate um what I think wifi name for some reason. Wait no, it's fine. Yeah they are. Okay that's fine
23:00
Speaker 2
Let's say in appliances, like a microwave, that can actually cause a problem. And also, there should be, like, you know, any thick walls on that area. Okay. Okay. Let's wait for it. Let's give it a minute. And then check your phone if you're still connected to the internet while you are on the child node's location. Okay. And, can. No, they, should be carrying the same Wi-Fi, name, and password. Okay. Yeah. So, if you want to change. and.
24:00
Speaker 1
So, let me log into my computer. Okay, so I'm on my web browser. what do i tap in yeah HTTP colon forward slash forward slash [silence]
25:00
Speaker 2
Sor the Wi-Fi name of your linksys router, since the app is kinda acting up.
25:00
Speaker 1
but let's post. need to connect to that route, right? before I do that. I Yep. Okay. that site can't be reached. Yep.
26:00
Speaker 2
The local. [silence] Yes. Are you already connected or the computer is already connected to your Linksys router, right?
26:00
Speaker 1
maybe forget it until one. Can I type in the IP. One moment. Sorry, say that again. 192 yeah yeah Now. Now. Okay, and then I just need to type people out also.
27:00
Speaker 2
yep. If you can use an ip address. That's the default ip address should be like one nine two dot one six eight dot one dot 1s. one nine two dot one six a dot one dot 1. [silence] So tried to use admin. If it's ask um, And if, it, it will not gonna work, use the password that you can see under the router url, okay, yeah, all lower case. Okay. okay. So, you can now see, um, uh, different kinds of like, port, your, mm-hmm.
27:00
Speaker 1
I'll first have all <start_of_audio>off-route.
29:00
Speaker 2
okay okay um an ob router um is it also like a uh let me just double check it for you uh sure um like oh b sir like all uh oscar and bravo router um okay mm Okay. So for that one, sir, yes, you can still use your Orbi router. But for this one, it will going to be acting as an access point since we already have a network. So we don't have
29:00
Speaker 1
OK. one second it suddenly disconnected me off the Wi-Fi. It's flashing red now, the child node. Splashing white. And now solid white. The moon one.
31:00
Speaker 2
access point of your linksys router. But before it will happen, or before it will work, you need to reconfigure that or beer router. Okay. [silence] Or, how about the main one? Did you make any changes earlier, sir? Okay. [silence]
31:00
Speaker 1
0.01 "Base of my phone."
32:00
Speaker 2
Uh yeah, it, it might could actually take a little while, so let's just wait for it.
32:00
Speaker 1
you know, doesn't group the H that I'm sorry and we can do it on my laptop is a my desktop.
33:00
Speaker 2
Okay. [silence] Okay. [silence] Okay. You can see now like, say, let's say links this now and then the ports on the right side. I mean on the left side. Okay. Now, click on menu. Okay. [silence] And click on Incredible Wi-Fi. Okay. Now you can only see one Wi-Fi name, right? Okay. Um on this page you can then customize, you can then see all the Wi-Fi names. Okay. Now select the Wi-Fi name that you want. it was, like it used to show like all the Wi-Fi names and then we go to that page, we click on the links and then from there it'll take us to that particular Wi-Fi page where we can customize the details. This like, let me repeat it again. So, we see like saying links, then we go to that page, then you'll see now it'll only show one Wi-Fi name. It used to show all the Wi-Fi names, right?
33:00
Speaker 1
Yeah. Okay. I've changed the password now. Yeah, perfect. Okay. I have saved this process in here.
34:00
Speaker 2
All right. So, just easily click on the pen icon on the right side of the Wi-Fi name. There is a pen icon. Click on it so that you can customize the Wi-Fi name. Okay. And it's don't forget to save the changes though, just scroll down. And then the save button is at the very bottom. Uh-huh.
34:00
Speaker 1
what's our request it still says processing okay and now desktop desktop [silence] yeah it just seems like it's struggling to connect to the um router right now though [silence]
36:00
Speaker 2
Okay. So, um, how is everything, sir? Okay. It's still processing, but can you, uh, check, sir, if the, um, what are you using right now? Are you using a desktop or a laptop. Okay. And this desktop can work wireless, like wire, uh, wired, to the internet or wired to the internet, or wired. Mm-hmm. So, it was absolutely gonna be having a problem because might be it got disconnected right after you changed the Wi-Fi passphrase. [silence]
36:00
Speaker 1
yeah. I might as well just do it right now. So if we could do one of those. that's right. yes. yes. I'm reporting. okay. I'm just going to do it from my computer then. one second.
37:00
Speaker 2
Sure yeah I expect it will be available for you yeah but can you check it from your phone if you can now see the Wi-Fi name that you are able to use earlier
37:00
Speaker 1
What was IP again? 192 2 Some silence
38:00
Speaker 2
1-9-2-dot-1-6-8-
38:00
Speaker 1
Okay, let me just type in the browser for a second now. [silence] Okay, yep. Man, you incredible wife. Uh, uh, so I changed it. Let me see. Yep, it's changed. I've saved. Fine. Again now I'm back at the home page. Yeah. Yeah that's all working now. And then I just want to connect now my other routers to the Wi-Fi extender. Yeah.
39:00
Speaker 2
Okay, so you're back in the home page, and then can you double check, sir? So can you connect any of the devices, sir, that you have on the Wi-Fi name that you just customized? Okay, they are all working. Okay, so, yes, so the other router that you have, the one that you mentioned, the Orbi router, so that can also act
40:00
Speaker 1
yeah all right okay so I have to call up them okay not a problem yeah no that's everything thank you yep okay perfect I will do
41:00
Speaker 2
as an access point to your links is router. So, but before it can act. access point, you need to configure it first. Okay? So, you might need to call the orb technical support for that one, so that they can walk you through, on how you can configure it. Okay? yes, sir. So, uh yeah, now that everything is working sir and we have successfully customized as well the Wi-Fi name and password and confirm everything is working, right? Okay. So, would there be anything else sir that I can help you with? Okay. So, um sir, if you need to call us back, just provide this ticket number that's 132808. Thank you so much, sir. Have a good one, okay?
41:00