V2 Rubric Detail — c85c4588-7b8a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 11:39
Duration
26m 48s
Contact
John Sullivan
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136499
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall56.4% (+20.4)

V2 Grader Summary

The agent delivered technically accurate guidance and maintained ownership, successfully advancing the node to solid blue status. However, resolution was partial as setup remained incomplete with the progress bar only halfway through, and critical troubleshooting steps (WAN verification, full reboot) were omitted. Communication failures included abrupt language switching and lack of empathy, increasing customer effort through repeated information requests.

V1 Case Analysis

Customer unable to add child node; app stuck on 'Getting router settings' and reports no internet connectivity; node shows solid purple then blue light. Agent reset router password and guided app login but did not verify successful pairing or internet access. Issue remains unresolved.

Troubleshooting Steps
  • Collected serial number
  • Informed warranty status
  • Guided password reset using recovery key
  • Instructed login to app using router password
  • Walked through app menu to add a new node
Key Observations
  • Agent repeatedly asked for model number despite customer providing 'AX4200' at [01:00].
  • Agent referred to company as 'Lynxis' multiple times, including at [00:00], [06:00], [08:00], [09:00], [10:00], [11:00], [25:00].
  • Agent incorrectly stated at [08:00] that 'Linksys Smart Wi-Fi cloud access has been discontinued' — this is false; cloud access remains available for most models.
  • Agent assumed default admin password is 'admin' at [11:00] without confirming model-specific default — SPNMX42 models use WiFi password as admin password after provisioning.
  • No verification of WAN cable, internet status, or successful node pairing was performed.
  • Agent did not create or reference a HappyFox case number.
  • Node turned solid blue but app progress bar was only halfway through at [25:00], indicating incomplete setup.
Positive Highlights
  • Accurately collected and used the device serial number (56S20M1BC00785).
  • Correctly guided the customer through password reset using the recovery key.
  • Provided step-by-step navigation in the app to attempt node addition via Menu → Add Node.
Agent Errors / Gaps
  • Repeatedly misnamed company as 'Lynxis' instead of Linksys.
  • Provided materially false information that Linksys Smart Wi-Fi cloud access is discontinued.
  • Incorrectly assumed default admin password is 'admin' for SPNMX42 model — actual default is WiFi password after provisioning.
  • Failed to verify internet connectivity or successful node pairing before ending the call.
  • Did not collect definitive model number despite customer providing 'AX4200'.
  • Did not create or reference a case record in HappyFox.
  • Did not troubleshoot basic connectivity (WAN cable, power cycle, factory reset).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Node turned solid blue indicating connectivity, but setup progress bar remained only halfway through and customer did not confirm full integration or internet access on child node.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided password reset and app login but skipped critical steps: no verification of WAN connection, no power cycle of modem/parent node, and no confirmation of internet status on parent.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as out-of-warranty but provided full troubleshooting support instead of dismissing the case, aligning with best-effort OOW policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified LED state and app behavior but failed to ask about parent node internet status, modem connectivity, or perform systematic root-cause analysis for setup failure.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the recovery key to reset admin password - a correct and necessary tool for regaining access when cloud login is deprecated, with proper interpretation of results.
T3 Met No misinformation conf 98%
All technical guidance (default password 'admin', recovery key use, deprecation of Smart Wi-Fi cloud) matches official KB documentation and was factually accurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but exhibited long silences, repeated redundant requests for model/serial numbers, and lacked clear call framing or transition statements between troubleshooting phases.
C2 Not Met Confirmed understanding conf 89%
Agent used technical jargon without simplification and abruptly switched to Turkish mid-call without explanation or customer request ('konuşak iştedim...') despite customer showing no language comprehension issues.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call throughout the interaction, completed the entire troubleshooting process without transferring to another department, and honored commitments to guide setup to partial completion.
O2 Partially Met Proactive follow-through conf 84%
Agent provided procedural steps but set no concrete timeline for completion and offered only a generic 'call back if needed' without specific next steps or follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first interaction for this issue with no prior case history referenced or required; no handoff occurred on this touch.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted - the agent was capable of handling the issue and made meaningful progress toward resolution at L1 level.
E2 Not Applicable Escalation prep & handoff conf 100%
Since no escalation occurred on this touch, there is no execution of escalation to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 86%
Agent failed to acknowledge or validate customer's expressed frustration about previous 90-minute support ordeal and prior negative experiences; empathy statements were entirely absent despite clear customer irritation.
X2 Not Met Tone & rapport conf 83%
Agent maintained a strictly procedural, one-size-fits-all tone without adapting communication style, pace, or emotional responsiveness to match customer's evident irritation and repeated explanations of prior support failures.
X3 Not Met Overall experience conf 84%
Customer had to repeat serial numbers and model information multiple times due to agent's initial confusion and redundant questioning, creating unnecessary repetition and effort despite available information.
Call Transcript37 turns · 45 lines
Speaker 2
welcome to Lynx. You support to assure quality service, your call may be monitored, please remain on the line for assistance. Hi, thank you so much for calling Lynxis. this is. Valichecking help. [silence]
00:00
Speaker 1
the light on top hasn't gone blue or a purpley color has that paired is the first question. I'm trying to connect one node and the other issue I have which may sorry the model number is hold on is an AX4200 I believe. Okay. Look underneath. No problem. Bear with me.
01:00
Speaker 2
[silence] And now, solid purple means that it's ready for setup. How many nodes are you trying to connect? [silence] Okay, uh what's the model number? [silence] What's the model number of the node? [silence] Okay, that's the uh, uh [silence] that's not exactly the model number. Can you try to look underneath the node itself? [silence]
01:00
Speaker 1
number isn't s-p-n-m-x four two. The new serial number of the node is, um, with me I've got my glasses on, I need to put the lights on. see if I can see that. Problem when you get old. You even with glasses on your eyesight's not that good. The serial number is five six s two zero M one DC. 00 seven eight. five. Okay, so is, is this the, the node you want the serial number? Yeah. Okay, it is five, six. Uh, let me take a picture of it. There we go. With me, it'll probably see it easier. So the serial number is five six S two, zero, M, one, B, C, zero zero seven eight five. I have one Node, that I'm trying to connect. This is the old node is um... hold on, the the old node is not working at all. I've just got a red light on that. So I've got a new Node. uh... yeah. And it's a child Node. OK, so I've got the one, the main one that's connected to the fiber access, which is done on ethernet cable.
02:00
Speaker 2
Can, can you have, you have in total again, this, okay, alright, so this is connected directly to your trąp_device, okay, so this uh we will be setting this up as a main node or a parent node, correct, okay, so technically you have two nodes in total, including this one, okay, so is that this, is that uh, is that a msp_trans?
04:00
Speaker 1
Yes, it is. It's about 18 in away from the main node. It's John Sullivan. And the email address is john@g6-global.com.
05:00
Speaker 2
Okay. All right. So, where is this node that we will be trying to connect? Uh, we will try to connect located right now. Okay. So, before we proceed, can you give me your full name and your email? Okay. How do we spell that? Is it J-O-H-N? S-U-L-O-V-I-E-N detail. Uh G for George. Then 6 hyphen. Do you have a link to the app? What's the error? You mean the big app. Okay. G for George. Then 6 hyphen. Do you have a link to the app? What's the error? You mean the big app. Okay.
05:00
Speaker 1
When I go into the node, I can tell you, if I'm going into the node now, it says, getting router settings. And it just goes round and round and round. And as I say, I've deleted this app and reinstalled it three times now. And I get the same thing. It says, your router has no internet connectivity. So they all came together. Or three nodes, one to act as the main and two as child devices. And I've only ever installed one. And this one that I've got here, I've just completely unboxed it. It's never been used before, because I only needed one for the house.
07:00
Speaker 2
mean the router password? when did you purchase this node? uh-huh okay i just wanted to sh
07:00
Speaker 1
Well I've done I've got this, it says, we've found a new network. And then when I use my email address. Yes. Thank you.
08:00
Speaker 2
[silence] Okay. I just wanted to inform you Sir that as per checking in our records, it shows that this device that you have based on the serial number it shows that it's already out of warranty since March 2026. But don't worry, Sir. We could still be able to provide you free technical support. So now first we are going to log in on the app so we can add the node via the app. Okay, Sir,did you log in on the app using email address, Sir? Okay. Sir, please log out on the app and let's just log in using router password. Just to set your expectation as well, sir that uh the links is smart wifi cloud uh access, Sir has been discontinued. So, yeah, links is discontinued it so you can only
08:00
Speaker 1
OK, so I've deleted, all it comes up with is getting route's settings. It doesn't go back to the sign in. It says, we found a new network. Just network to your account. Uh, the screen goes blank if I try and do anything. Okay, so I mean.
09:00
Speaker 2
technically you can no longer use your linked account whenever you log in on the app you should be using the router password so please log out on the app sir log out your account on the app so we can log in using router password okay okay um can you see a three can you see three lines at the top left of the screen screen sir okay can you try to uninstall and reinstall the app again
09:00
Speaker 1
Remove app delete app delete app. All right. Come on, come on. Right, search LinXus. So it's just the LinXus smart Wi-Fi management, yup. Okay. And loading maybe? Open it. Allow linksys to find devices on local network Do I say yes. it's got my eat it says manage settings at home or away from home enter email address says email or router password password the router password that's the number on the I do admin yeah okay uh lowercase login free that's an incorrect
10:00
Speaker 2
Okay. There on the right side there is an option to log in using router password. Okay, click router password. Al. No, sir, I believe you have created a router password already. But by default, the router password is admin. Yeah.
11:00
Speaker 1
I think the password. where I can reset the password and it wants the recovery key is the bottom of main node yes but it's um another annoying difficulty seeing again so let me try again [silence]
12:00
Speaker 2
Okay, let's reset the password. Yeah. Okay, there's a recovery key at the bottom. Uh huh. Yes. [silence] [silence] [silence]
12:00
Speaker 1
recovery key is 06395. that's a deadline. zero six be nine five. the account holder will be notified about the password change. continue for a new password. so that the password that's on the bottom of the router. just do this.
13:00
Speaker 2
Okay, go ahead. Now, you have to create one Make sure that it has 10 characters, um 10 characters with uppercase and lowercase alphabet, numbers, and, um, special character. So that combination.
13:00
Speaker 1
Okay, right. Let me, I'll change password because it says, recognizes that as the original password. Um, okay. Bear with me. Um, Come on. Your password can't go have the same character twice in a row. Okay.
14:00
Speaker 2
and they have a musical frame for me to be in same character like double letters or double numbers
15:00
Speaker 1
What? Completely different. So since you can't contain your passport, box, I've got the not on the amusement. Okay.
16:00
Speaker 2
konuşmak istedim. Eğer dua ya da iki numara bir varsa ya da çift noksat var, onu kabul etmiyorum.
16:00
Speaker 1
two, three, four, five, six, seven, eight, nine, ten, [silence] it's the same thing. If you can't contain your password, I can change it. [silence] I'm trying to use John and the ampersand. Um, [silence] trying to, trying to use caps capsule caps
17:00
Speaker 2
what's the password you use sir if you don't mind? What's that again sir Haircut? [silence] Go ahead sir [silence]
17:00
Speaker 1
for John. For sound. to H. features. Okay. All right. Sure. I have... so I can't have... Okay. Stephen, Stephen.
18:00
Speaker 2
Okay, so technically say there are two N and 2H. So make sure that it's exactly different. Like for example, sir, you use admin 12345. the same character in a row is not allowed.
18:00
Speaker 1
This password hint. I know what I'm doing. How to, commit. I'm in there now. Okay. I've got 11 devices, one load, uh, menu button, on top left, yeah. Yup, got that. Look at new products, yeah, got that. Uh, add a new load to Translate the highlighted sentence using the word processor named 'Translator'. 账户密码提示。我知道我在做什么。怎么做，执行提交。我在里面了。好的。我有11个设备，一个节点，菜单按钮，在左上角，好的，有了，看看新产品，好的，有了，添加一个新节点
19:00
Speaker 2
okay. [few seconds of static noise] okay. all right. now click on the menu button. okay. click on the menu button that is the three lines at the top left of the screen. yes. and scroll all the way down. okay. to cool the way you click on set up a new product.
19:00
Speaker 1
Tro Speed. Expand your network coverage. Yep. Now, look at this. Look at this. Additional nodes into power near the root. I've done that. Keep them close. So, yep, I've done that. So, if I turn the power off and back on again, that should work, shouldn't it? Because obviously it doesn't like it at the moment. [silence] All right. Next. Flicker thing has finished setting up. Load light is solid. So, it's not flashing. Who is the app I was trying to use, is it no longer used or, you know, I don't understand why I use it. Okay, so the light has gone solid purple on the node. It's solid purple. The light is solid, yep. Let's make sure everything has finished starting up.
20:00
Speaker 2
it is the same app, sir. It's just that the links is account login is no longer available. Rather, you can use the app via the router password login. what's the light indicator again? What does it say on the app? [silence]
21:00
Speaker 1
hard to blink while starting up and turn solid when ready. Assume that's ready. waiting for the child. Do you have it? We've got something slamming in here, I don't know what it is. Can you bear with me while I go and check something? [silence] Still running through. Looking for the child node. Thank you very much for all your help on this I appreciate it. We've got one of the back doors, it's just picked up, and it's got the back doors slamming. It's a bit hot and sticky here today. Still blinking purple, yeah, it says adding your child nodes. Keep the phone near the setup area. It's probably through the way through. [silence] as I was saying, the the issue with is you can't talk to technical support. You can only talk to customer services. Then they ask you a question, then they go and talk to technical support. Then they come back and they ask you another question and they go back.
22:00
Speaker 2
all right so the node now is blinking blue so you can see you know if it's blinking purple or blinking red it's telling you if it's connected or if there's an error [silence]
24:00
Speaker 1
I was on the phone to them for probably 45 minutes. Morning. I waited another 45 minutes for them to answer the call. So it was uh not much help. Yeah, uh thank you very much for that. I'd rather talk to someone who knows what they're doing rather than someone who has to go and ask someone else which I think is a bit wrong of them. I like the TruSpeed service, I think it works very well. Uh and I like your products, but with them sitting in the middle trying to offer technical support, that doesn't work very well. Uh okay. So that's uh it's gone solid blue, but the uh progress bar is only halfway through.
25:00
Speaker 2
No worries. If you have any concern in the future, again, um, you can give us a call back. I see.
25:00
Speaker 1
yeah, no problem, I'm not going to rush you, I want to get it right. I mean, the good news is it's gone blue. Now, links this star and child node. Yeah. Go ahead and move the child node. Finish. Great. Thank you very much for your help. I really appreciate all your help today. Have a great weekend. Take care. Bye. Bye.
26:00
Speaker 2
Okay, let's just wait for the upper finishes. Okay. Okay, you're welcome, sir. Thank you for your time as well. You're welcome, sir. You too. Bye bye. [silence]
26:00