V2 Rubric Detail — b2b82b32-631d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 09:37
Duration
12m 52s
Contact
Caroline Collis
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132540
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect Node to the Internet_SPNMX42TS
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+34.1)

V2 Grader Summary

The agent correctly identified the flashing red light as an ISP-side connectivity issue and applied valid troubleshooting steps including the 5-press method and direct modem test recommendation. However, the issue was not resolved, and the call ended with the customer needing to take further action. Ownership was maintained, but communication was weakened by off-topic remarks and lack of clear next-step commitment.

V1 Case Analysis

Customer reports SPNMX42 node flashing red and no internet. Agent incorrectly advised 5-press reset (not valid for model), failed to verify modem/WAN status, and did not create a case. No resolution achieved; customer instructed to test later with laptop.

Troubleshooting Steps
  • Advised 5-press reset on the node (incorrect method for SPNMX42)
  • Confirmed Ethernet cable is connected to the WAN port
  • Suggested connecting a laptop directly to the ISP modem to verify internet
Key Observations
  • Agent used an incorrect 5-press reset method for an SPNMX42 device (should use ACS reset via app or web UI).
  • No verification of modem/WAN LED status or ISP line health was performed.
  • Call ended without a confirmed fix or structured follow-up; only a vague suggestion to 'call back later.'
  • No HappyFox case was created or referenced, violating protocol.
  • Agent engaged in off-topic small talk about Jeffrey Dahmer at [08:00], disrupting call flow and professionalism.
Positive Highlights
  • Collected the device serial number and customer contact details.
  • Clearly explained the meaning of the flashing red LED (no internet detection).
Agent Errors / Gaps
  • Provided wrong reset/pairing method for the SPNMX42 model (5-press reset not supported; should use ACS reset).
  • Did not confirm the correct model number before giving instructions.
  • Failed to check the WAN (Internet) port LED or power-cycle the ISP modem.
  • Did not create or reference a support case number.
  • Engaged in irrelevant off-topic conversation about Jeffrey Dahmer at [08:00], reducing professionalism and focus.
  • Failed to validate any troubleshooting outcome after the reset attempt.
  • Did not offer any self-help resources (KB article, email follow-up, etc.) after the call path stalled.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified the likely ISP-side issue and provided a valid next step (wired test), but did not resolve the issue or confirm resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed the 5-press method and advised a direct modem test, but skipped basic steps like power cycling or checking cable integrity at the node.
R3 Met Correct resolution path conf 95%
Agent correctly identified that the issue likely lies with the ISP and gave a reasonable path: verify via direct connection, then contact TruSpeed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent recognized flashing red = no internet and asked about Ethernet, but did not ask about modem status, VLAN, or provisioning — key for ISP-branded SPNMX42.
T2 Met Appropriate tools / resources used conf 95%
No tools were required; agent used correct manual diagnostics (5-press, cable check, direct connect) appropriate to the scenario.
T3 Met No misinformation conf 98%
Agent correctly interpreted flashing red light and applied valid 5-press method for SPNMX42 — supported by KB spnmx42_family.md and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 95%
Agent introduced themselves and asked questions, but allowed long silences, digressed into unrelated topics (Jeffrey Dahmer), and failed to maintain control.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple terms but did not confirm understanding; off-topic remarks and filler reduced clarity and adaptation to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, performed troubleshooting, and did not transfer — demonstrated ownership despite unresolved outcome.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested customer test later and call back, but gave no timeline or commitment to follow up — next steps were vague.
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 was performed and none was warranted — issue was appropriately scoped to ISP responsibility.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and apologized for cutouts, but showed minimal empathy for customer’s frustration or effort; no acknowledgment of repeat troubleshooting.
X2 Partially Met Tone & rapport conf 90%
Agent maintained neutral tone but did not adapt to customer’s confusion; digression into non-support topics disrupted engagement.
X3 Partially Met Overall experience conf 88%
Customer had to repeat information and perform multiple steps; agent could have reduced effort by guiding to router UI or offering remote diagnostics if available.
Call Transcript18 turns · 21 lines
Speaker 1
Hiya. Um, I've been told to contact you. I've got my broadband with truespeed. Um, but we've got one of your one of your linky mesh nodes. Um, um, it's not in it's not, I'm connecting to the internet. Um, now they're saying that we've got internet from them coming into the house. It just they think it might be the actual node itself. I just wondered if there was any way you could help. Uh, just the one and I I believe I've got the booster thing for it. Hang on a minute, let me look.
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 Ven and I will help you today. Uh huh. Uh huh. How many Linksys nodes do you have in total? [silence]
00:00
Speaker 1
I've got a linksy mesh and then, I've got, oh, that's a grand stream booster, so that's them. Yeah, it's just the one node. It is, yeah, it's like a purple colour. No problem. It is, yeah, it is, yeah, it is, yeah, it's Caroline Charles. It is, yeah. [silence]
01:00
Speaker 2
is this one or node acting as the main router? [silence] And what's the light on it as well? [silence] All right. Thank you so much for that one. and this is the initial setup for the device. Is that correct? [silence] All right. Before anything else can I ask is this your first time calling as well? [silence] All right. Can I have your first and last name? This is just for documentation and RN. Is Caroline spelled with the letter C? And Colin is it C-O-L-L-I-N?
01:00
Speaker 1
C-O-L-L-I-S. F for sugar. It should be Jonathan Coles at Outlook.com. It is, yes. It is, yes. Bear with me. One second. I'm guessing that'll be on the bottom of it. Yeah. The serial number is 56859063890.
02:00
Speaker 2
I'm sorry was it F like Frank at the end?
02:00
Speaker 1
[KEEP_UNCERTAIN] 2om 1a co 4510. Yeah, yeah, yeah. Yeah. oh god it's a SPNH MX42. yeah. oh no, so we've had, we've had it for a little while it's it's been set up it's just stopped connecting to the internet um I did it all through speed to when we first got it, so we've had it a couple of years. It's just over the last two days, it's not receiving any internet at all, and through speed have said that it's we have to deal with you to get it sorted. Oh, God. it's got to be two years. No problem. Okay, thank you. So, I've been on to the actual uh Linksys app. Um I've turned it off at the wall. I've tried to uh reconnect the internet, waiting for lights to finish flashing, made sure all the cables are in the correct places, and in good working order. Um I've tried resetting it on the bottom. I've tried everything.
03:00
Speaker 2
All right. Approximately how long have you had it before? I'm sorry. How long have you had it now? All right, thank you so much for that one. Let me quickly double check everything on my end. And what have you done so far in terms of at least trying to troubleshoot there with you? Uh-uh. Uh,
04:00
Speaker 1
right okay right okay bear with me one second okay just let me write it down so say it again sorry lovely yes 2013 25-40. Okay, perfect. So all Okay, Okay, it's one, two, three, four, and five. flashing a slow pulsing blue. [ silence ] [ silence ]
05:00
Speaker 2
All right. Can you go to the physical device itself? [silence] Once you're near the physical device, you're now going to perform what we call the five press method. You are going to press, release, wait a second, press, release, wait a second, five times on the length reset button. [silence] After you did the five press, what's the light right now? Perfect. Wait for one more minute. We just need to observe if it stays that same color. I, I now remember the name. Um, were you watching Jeffrey Dahmer? Mm. Mm. Yes, that's true. But the show itself is really great. At least it was created based on what they've done. Yes. Flashing red. Can you double check if it's still wired to the ethernet cable connecting it to your two speed?
06:00
Speaker 1
I'm just double checking it's in the yeah, sorry, I just uh let's go in into this one okay everything is plugged in, we're still red flashing yeah it's still flashing red you seen that yeah that's going into the internet one and then I got another one that goes into the ethernet one. [silence]
09:00
Speaker 2
Is it - Is it still connected - is it still connected to it? [silence] I do apologize - you seem to be cutting out. Can you still hear me? [silence] Can you double check on the Linksys router itself? Is the ethernet cable plug - into the one that has a labeled called internet? Mm-hm. [silence]
09:00
Speaker 1
Right. Okay. I mean, my phone itself, I have my laptop here. My husband has that. But my, my phone itself won't connect to the, um, to the true. Speed either. This is what I tried to explain. Hang on. Uh, I am now. It's actually coming up with no internet connection for the true speed. But the, um, we've got a, it's like a little box that comes into the house, which is flashing to say that we have internet coming in. And I spoke to the young lady this morning and she's gonna troubleshoot to make sure.
10:00
Speaker 2
All right. Because I will set your expectations a flashing red light indicates there's no internet being detected whatsoever. Do you have either a laptop or a desktop that you can directly connect to the true speed connection instead? Mm-hmm. All right. Mm-hmm.
10:00
Speaker 1
[KEEP_UNCERTAIN] It's got to be here to go still full. Yeah. history pool. Yeah. Yeah. Right. Right. It's right, OK. So, um, my, I mean, I just sound terrible, but I've no idea how to use a computer that's here. Um, my husband would have to do it, and he's not actually due home until about five o'clock this evening. [silence]
11:00
Speaker 2
when True Speed troubleshooted with you, were they physically there alongside to your area, or just through the call? I see I will have to set your expectations that you have- what you have just done now is a hard proof, which turns that it's a flashing red light that really indicates there's no internet connection. The best way for us to really do some deep connection to see if there's really no internet is to wire either a laptop or computer directly to True Speed's internet. If it still would not go online, that's the time you need True Speed to go to your area or have them double check the internet line themselves.
11:00
Speaker 1
[silence] But I can get him to try that and then Yeah. Right, okay, right. Keep on at them. Right, I will um, I will get my husband to have a look again when he comes home later on and try again with Truthby. [silence] That's absolutely fantastic. Thank you very much for your help. I [silence] do. [silence] Bye.
12:00
Speaker 2
I see. No worries there. Whenever you're available, if you can still call us back, you can always call us back, but for our advice, you might need to contact TruSpeed again. All right. No worries there. So once again, Miss Caroline, thank you so much for calling, Linksys. If you have any more troubles, feel free to call us back. Okay? All right. Once again, have a great day. Take care. Bye-bye for now.
12:00