V2 Rubric Detail — b4b4afa0-7ae2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:35
Duration
27m 37s
Contact
Mateo Florea
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136361
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys App concern

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall60.0% (+4.0)

V2 Grader Summary

The customer's issue was resolved as confirmed by their statement that the Wi-Fi password was created and the network was working. However, the agent used an unsupported 5-press reset method on an SPNM model (contradicted by KB) and gave inaccurate instructions (e.g., 'reception button', 'disable VPN'), which undermined technical accuracy despite successful outcome and strong ownership.

V1 Case Analysis

Customer could not see the router SSID in the Linksys app. Performed 5‑press pairing, app reinstall, and Wi‑Fi name/password setup. Issue resolved – Wi‑Fi now visible and device connected.

Troubleshooting Steps
  • Checked LED status (solid blue/purple).
  • Advised waiting 2‑7 minutes for router boot.
  • Instructed 5‑press pairing on the node.
  • Suggested uninstall/reinstall of the Linksys app.
  • Tried a second phone to rule out device issue.
  • Guided customer to set Wi‑Fi name and password.
Key Observations
  • Agent used the 5‑press pairing method on a device that appears to be an SPNM series, which normally uses the Pair button; this is a protocol/accuracy mismatch.
  • Call contained many silences and repeated steps, leading to inefficient handling.
  • Despite the inefficiencies, the agent persisted and achieved a successful connection.
Positive Highlights
  • Collected model and serial information early in the call.
  • Maintained a polite and patient tone throughout.
  • Persisted with multiple troubleshooting attempts until the issue was resolved.
Agent Errors / Gaps
  • Incorrect recommendation of the 5‑press method for a likely SPNM model (should have used Pair button).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Now it says tube created Wi-Fi password… it’s working out… Thank you' and ends call successfully.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed power cycling, tried alternate devices, and guided setup, but relied on an unsupported 5-press method before resorting to correct steps.
R3 Partially Met Correct resolution path conf 90%
Agent pursued troubleshooting path appropriately for a setup issue, but applied a model-inappropriate procedure (5-press) that delayed progress.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (SSID not visible), checked LED status, and verified phone connectivity, but did not ask if Wi-Fi was enabled or confirm admin access.
T2 Not Met Appropriate tools / resources used conf 100%
Agent instructed a 5-press reset on an SPNM MX56 model. Per universal_5press_models.md, SPNM family devices use the Pair button method and are explicitly listed as models that do NOT use 5-press.
T3 Not Met No misinformation conf 95%
Agent instructed the customer to 'press the reception button' (no such button exists in KB) and suggested disabling a VPN to fix local Wi-Fi visibility, which is unsupported by the KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and prompted next steps, but allowed multiple long silences and unclear transitions (e.g., during app troubleshooting).
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms but failed to confirm understanding after complex instructions like the 5-press reset or app reinstallation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through until resolution was confirmed.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps (power-cycle, try another phone, reinstall app) and remained available until resolution.
O3 Not Applicable Closure confirmation conf 100%
First-time contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized proactively ('I apologize for your concern') and expressed gratitude, maintaining professionalism throughout.
X2 Partially Met Tone & rapport conf 83%
Agent maintained pace but missed cues of customer confusion; did not adjust tone or check comprehension during repeated app failures.
X3 Partially Met Overall experience conf 80%
Agent asked customer to try another phone and repeat steps, increasing effort; however, eventual resolution avoided full re-escalation.
Call Transcript50 turns · 52 lines
Speaker 1
No, I'm just trying to connect my tube network to the Linksys app but it doesn't work. So I've tried to reset it first and I tried to reset it. I went into the app. It said that it found the router and then it told me to reset it again. And I've done that like three times already. Uh, yeah, one second.
00:00
Speaker 2
Welcome to linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling linksys Technical Support. This is Alika. How can I assist you today? Mm-hmm. All right. Got it. Mm-hmm. Oh, I see. I guess I apologize for your concern. Um, you know, let me assist you with this concern. Um, before we proceed, sir, kindly provide the model number and the serial number of your linksys router.
00:00
Speaker 1
so the multiple number is SPMN MX56 should I say the the serial number is 5 9 S10 M28 E09 101
01:00
Speaker 2
All right. What's the serial number, sir? [silence] Got it. Uh, here. . . All right. And also to confirm, your phone, uh, does have a Linksys app, right? And your phone, is it connected to the Linksys Wi-Fi?
01:00
Speaker 1
Let me check. Yeah, so the Wi-Fi doesn't show up because I've tried to reset it, I think, sorry. Oh, it's blue, solid blue, yes. Okay. So, I turned it off and on again. Ah, on the phone. Wi-Fi. Yeah, it's still not showing anything. Now the router is flashing blue. Okay. Oh, yeah. It should be.
02:00
Speaker 2
on your phone? yes on the phone it was flashing so let's wait for about 2 to 7 minutes until the router is done booting up or starting up and also while waiting sir is it your first time calling Links? sir since it's your first time calling Links sir I need to gather some information here for me to create a correct record for you can you provide your first and last name and also
03:00
Speaker 1
Yeah, my first name is Matteo M-A-T-E-O And my last name is Florea F-L-O-R-E-A Sorry Uh, my email is Matteo but with two Ts, so M-A-T-T-E-O Florea F-L-O-R-E-A And allrange at Proton P-R-O-T-T-O-N-M-A-I-L dot com
04:00
Speaker 2
your email address. Got it. Got it. And what's the email address? That? What's your email address? Got it. Thank you so much for providing it then.
04:00
Speaker 1
[silence] Yo, Yo, Ow, Ye, Hey. We just turned purple. Solid purple. Yes. And it also connected to my phone.
05:00
Speaker 2
Information's first. Let me create a quick record here while waiting. All right, can you show me now? Sure. What's the light status of the node? Is it still flashing blue? Solid purple. Oh, I have to go here. All right. So, since the light status there is solid purple, kindly press the reception button.
05:00
Speaker 1
OK. Those. OK, so the light is just flashing purple right now.
06:00
Speaker 2
This time, press it five times like Press release for five times. Not too fast and not too slow. All right, so let's just wait here for about three to five minutes. [silence]
06:00
Speaker 1
Oh just one [silence] [silence]. uh no, I thought it's [silence]. Oh, we had a router for two years, around two years and I've had it connected on my phone before. [silence]. But I changed my phone and I tried to connect it again and it didn't work. [silence] Yeah. [silence] [silence]
07:00
Speaker 2
so starting up again and can you tell me how many linksest routers do you have? just one and is it your first time connecting this one to the linksys up how long did you have this router? uh huh uh huh
07:00
Speaker 1
okay so the light just turned off and now it's solid blue sorry it's solid blue right now yeah one second oh it still doesn't show up on my phone yeah it's okay
09:00
Speaker 2
what's the light color [silence] what is the light color, sir? Solid [silence] all right, so yes, sir. Can you connect now your phone to the default Wi-Fi name of your router? [silence] But when you set it up before, I mean, changed the Wi-Fi name and password of this router.
09:00
Speaker 1
I did change it, but to the same, as before. Same name, same password. Well, there's no network at all. There's nothing available at all. So I got an option for odd network. Like the manual one. [silence]
10:00
Speaker 2
Can you see available networks OR can you see their a name vellop set up or a linksys name on the Wi-Fi list or a all right no option for other networks or options for available networks right so you kind of turned off the Wi-Fi in your phone and then turn it back on on your phone
10:00
Speaker 1
Yeah. One second. Oh, no, still nothing available. Wait, I will try another phone. Maybe see if it shows up. [silence] Yeah, still nothing on the other phone either. Yeah.
11:00
Speaker 2
All right. So, no Wi-Fi list showing, even the Wi-Fi of neighbors is not showing on the list.
11:00
Speaker 1
so the first one is EE seven three FT JP the other one is plus net and voted phone oh no we got tube and there's no tube showing up
12:00
Speaker 2
Can you tell me what are the available networks showing there? Alright, so the default wi fi name of the router is not showing on the wifi list.
12:00
Speaker 1
yeah no tube showing only got bT plusnet Vodafone showing [silence] yeah the light is still solid blue [silence]
13:00
Speaker 2
All right, so there is no Tube showing. All right, but the light status is solid blue. Oh, I see, I got it. So can you unplug that one from the power source, the main node, and also the modem that you have?
13:00
Speaker 1
okay. so unplug it wait 10 seconds and then plug it back in. okay i just plugged it back in. okay
14:00
Speaker 2
yes. All right. So, let's just wait there for another 2 to 3 minutes and let's see if the, the default Wi-Fi name of the router is now showing on the list after 3 minutes.
14:00
Speaker 1
Yeah, yeah, yeah. It's flashing blue right now. Okay. Okay, it just turned solid proof. Yeah, no it's still the same like last time it doesn't show up. Yeah, uh no. uh one second let me check,
15:00
Speaker 2
Uh, there are folks we're still duties and Katelyn check your phone first and to our name is now showing the list. So it doesn't show the SSID or the network name. Um, do you have a device so that you can wire directly to the router?
16:00
Speaker 1
Yeah, one second. go upstairs check, if I got a cable for it. Yeah. [ silence ] Oh no, it doesn't have HDMI. Oh, the Wi-Fi just connected now. Yeah, just connected now.
17:00
Speaker 2
uh huh uh you're speed up, always you from now connected at showing now.
17:00
Speaker 1
the mobile data is turned on but it connected to the Wi-Fi to the tube Wi-Fi my one yell okay just links these slow link
18:00
Speaker 2
all right. so sir, kindly, um did you turn on your mobile data? uh does your phone has a mobile data or did you turn on your mobile data? all right. um I see, got it. um so do you? yeah, sir. can we access the link just up again? Mm-hmm. all right.
18:00
Speaker 1
Okay, now it's asking me, if I want to add an existing router or set up a new router. Okay. Oh, is it a V-LAP end, mesh router or a non-Mesh? Okay. Agree. Yeah. U.
19:00
Speaker 2
All right. So yeah, select the setup in your router, availability.
19:00
Speaker 1
Okay, you says it's getting connected. Silence
20:00
Speaker 2
All right. Let's just wait. All right. Is it slowing up there on the app?
20:00
Speaker 1
Checking for internet. Okay, now it says reset your node. Press and hold reset button for 10 seconds. This will erase all settings. Permanently. Oh, that's all it says. Reset your node and then I can either press, I've done this. Okay. It says getting connected.
21:00
Speaker 2
All right. You don't need to, sir, and what are the other options? Yes, I've done this. All right,
21:00
Speaker 1
now, it says: we couldn't find your router. tap the boxes as you completed these steps. uh keep your phone near the router. and make sure the router light is solid. Oh, okay, no, I disabled the VPN. Oh, one second, I will disable that now. Yeah, yeah, yeah. Okay, I turned it off. [silence]
22:00
Speaker 2
I see, right? Does your firmware have a VPN? All right, and also you disable the mobile data. Yes, can we turn it off? All right, can we refresh the page? [silence]
22:00
Speaker 1
search again? yeah... says getting connected now... uh... it says again, we couldn't find your device... yes, yeah, it's connected... uh... would it be better if I try to... uh... if I try another phone? All right, perfect.
23:00
Speaker 2
search or done this, click done this or click the box yes search again all right but you are connected to the tool right to the uh linkessss Wi-Fi all right try to um uninstall the app sir and reinstall it yeah, you can try another once and see if you want. [silence]
23:00
Speaker 1
That probably connected on this phone. Now it's telling me to name your Wi-Fi. So they put a Wi-Fi name and password the same as it was last time. Yeah, perfect. I'm just going to do that. [silence] Oh, perfect. It connected on this phone. Now it's telling me to name your Wi-Fi. So they put a Wi-Fi name and password the same as it was last time. Yeah, perfect. I'm just going to do that.
24:00
Speaker 2
All right. Mm-hmm. Which yes, you can use old wifi name and password, sure. If you want. Make sure that you take a picture of the password.
24:00
Speaker 1
Yes. [silence] It says linking your account, and it's loading. [silence]
25:00
Speaker 2
take note of that just in case. All right. All right.
25:00
Speaker 1
[silence] Tales configuring your Wi-Fi network and is loading.
26:00
Speaker 2
So what does it show now sir?
26:00
Speaker 1
Now it says tube created Wi-Fi password. Yeah, that's perfect, it's working out. Yeah. Thank you very much. That's about it. Thank you, have a good day. Bye-bye.
27:00
Speaker 2
all right all right it's working now all right so is there anything else sir i can assist you with better than this all right you're welcome sir
27:00