V2 Rubric Detail — d03788dc-7c64-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:39
Duration
32m 48s
Contact
Fisher
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136676
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_CN is disconnected to the network

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall86.8% (-1.2)

V2 Grader Summary

The agent correctly applied SPNM60-specific reset and pairing procedures, resulting in both child nodes achieving solid white — confirming full resolution per KB. Technical accuracy and ownership were strong, though communication was weakened by redundant information requests and unexplained silences.

V1 Case Analysis

Customer reported two SPNM60 child nodes flashing red and disconnected. Reset child nodes, pressed Pair button on parent, waited for solid white. Issue resolved; both nodes online.

Troubleshooting Steps
  • Reset each child node by holding the reset button until the LED turned off, then released when blue appeared.
  • Pressed the Pair button on the parent node for one second to initiate re-pairing.
  • Waited 2-3 minutes for the nodes to transition to solid white, confirming successful mesh link.
Key Observations
  • Agent correctly identified the SPNM60 model and applied the appropriate reset and Pair-button procedure per the KB.
  • Long periods of silence and occasional hold caused inefficiency.
  • Customer contact details were collected late in the call.
  • Agent occasionally asked the customer to press the reset button harder, which created brief confusion but did not affect technical accuracy.
Positive Highlights
  • Correctly identified the SPNM60 model and applied the appropriate reset and Pair-button procedure per led_cog_mesh_group_d_spnm60_62.md.
  • Confirmed resolution with the customer before ending the call.
  • Provided a ticket number for future reference.
  • Accurately interpreted LED states: solid blue after reset = ready for pairing, solid white = online and healthy.
  • Did not perform unnecessary factory reset on the parent node, preserving configuration.
Agent Errors / Gaps
  • Delayed collection of customer contact information.
  • Unnecessary hold time and repeated prompts that extended the call.
  • Suggested pressing the reset button 'harder' ([05:00]), which is not part of the documented procedure and may confuse the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'both nodes solid white... everything's working... I'm so pleased I've got that sorted.' Final state is solid white — online and healthy per SPNM60 KB.
R2 Met Diagnostic thoroughness conf 96%
Agent guides through reset (hold until light off → blue), pair-button press (1 sec), power-cycle (20 sec), and appropriate wait times — all aligned with SPNM60 KB Path B and Pair Button Method.
R3 Met Correct resolution path conf 95%
Agent selects correct path for out-of-warranty device: factory reset → re-pair via Pair button → power-cycle. No dismissal; full best-effort troubleshooting executed.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identifies symptom (flashing red on child nodes), asks about reset duration, distance from parent, ISP, and prior troubleshooting — logical diagnostic sequence per KB Path B.
T2 Met Appropriate tools / resources used conf 93%
Issue resolvable via LED-based troubleshooting; no remote tools or logs required. Agent correctly applies KB procedures without skipping necessary steps.
T3 Met No misinformation conf 97%
All instructions match KB: reset until blue (not red), press Pair button on parent only, wait 2–3 min. No factual errors in reset, pairing, or LED interpretation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent loses control during long silences (e.g., [07:00]–[08:00]), unexplained holds, and filler ('I need to gather some information'). Transitions are weak but call ultimately stays on track.
C2 Partially Met Confirmed understanding conf 88%
Agent uses simple terms but repeats requests for name/email after long gaps, and asks 'press it harder?' — unprofessional and not adapted to customer’s frustration level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end: no transfer, performs all steps, follows through until resolution, and offers ticket number.
O2 Partially Met Proactive follow-through conf 85%
Agent sets some next steps (reset, pair, wait), but interrupts flow with redundant data collection mid-troubleshooting, reducing clarity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; first contact confirmed by agent asking if it’s first time calling.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1 with standard procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent shows empathy: acknowledges ISP frustration, thanks customer repeatedly, apologizes, and remains patient despite customer’s stress and interruptions.
X2 Met Tone & rapport conf 91%
Agent adjusts pace to customer, checks understanding ('Is it blinking blue or solid blue?'), and maintains engagement through complex steps.
X3 Partially Met Overall experience conf 87%
Agent asks for name/email multiple times during troubleshooting, creating unnecessary repetition and effort for the customer.
Call Transcript50 turns · 53 lines
Speaker 1
Hi, I've got two Linksys nodes and I cannot connect them, they... they were connected to the parent node, but both of them have disconnected themselves and I just got this flashing red now, uh, so I don't quite know how to reconnect them. Right. I, yeah, I can. I've got two child modes. I could go and get the other one.
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 Omar. How can I assist you with today? Uh, I, see I apologize. I hear I don't want to, sir, but, yeah, no, no, no, no, let me, um, er, um, before we proceed sir, can you provide the model number and the serial number of the, uh, main node and also the child node?
00:00
Speaker 1
Okay, here we go. Right. So the main what do you want the model number? Right. SPM 60. Yes they do. Yes, okay. 72 10 M 28 F 07161.
01:00
Speaker 2
Yes, the model number. And their serial numbers though they have the same model number with the main noted. All right, just provide the serial number of the main node sir. You don't need to provide the serial number of the child nodes sir. Got it. All right. Got it. Thank you so much. And also sir may I know who is your intern service provider.
01:00
Speaker 1
yes community fiber I've tried to reset it. I pressed pair, I pressed pair on the parent one. I pressed pair on the other one and it just works but I keep on getting the red flashing light. So this has been working for maybe three months, absolutely fine and they both just stopped. So both of the of the child modes have stopped. So the main one works still, it's just as I said the child mode ones, the child are the yeah they both stopped working. They're both flashing red. I don't I don't [silence]
02:00
Speaker 2
All right, Community fiber. And what troubleshooting have you done so far with the nodes or the child node? Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Got It. All right. And also, sir, um, you mentioned that you press the reset button. Um, how long did you press the reset button, sir? Or how long did you hold that one?
02:00
Speaker 1
I don't know. How long do I have to press it for? Right. Okay. I'm right. I'm right next to it. So I have the main node here and I've got the two child modes right next to it. Now, I have, like I said, they were, um, yeah. Okay. Okay. Hold on. Yeah, okay. Right. So I still have it.
03:00
Speaker 2
All right, because if you reset the nose, you should press and hold it until the light went off and release once the blue light is showing. So, but let's do that one later on. And also, do you know how far is it from the main node right now? that child nodes? all right. So yeah. Got it. Let's see. Got it. All right. So let's reset this child notes here. Kindly press and hold the reset button of the child notes until the light went off and release once the blue light one at a time. [silence]
03:00
Speaker 1
Okay, so I still have it powered up, yeah, so I still have it in power, yeah, so yeah. Yeah, it's plugged in and it's flashing red. So, what I'm saying is I don't disconnect. I don't disconnect at all. Okay, right, okay. Alright, right. I'll do it for one. Here we go. This is pressing red. Right, so I press the reset button, which I'm doing. And the red light's still on. Okay. Now the light's off. Now the red light's back on. Now nothing. Now the blue light's on. I let go. Okay, right, okay. And do the same thing with the next one.
04:00
Speaker 2
So is it your uh you do not plug it in yet? Oh I see. No sir. Uh you. No sir. You just need to press and hold the reset button. All right so you may release the reset button sir. Yes and proceed to the next one.
04:00
Speaker 1
Okay, so I am now, pressing the reset button okay, pressing it, pressing it, pressing it, pressing it, press it, okay, still flashing red this one's taking a while, there we go, no, gone off, come back on nope, still flashing red now it's off no, back on again this one's taking a while Oh, this just keeps on flashing red no, I'm pressing it right down, trust me okay, let me, okay, yeah, yeah, yeah got me you say hold on okay
05:00
Speaker 2
Yeah. All right. Can you press it harder? I don't know.
05:00
Speaker 1
Now I'm pressing it hard. Really hard. Okay, now it's gone off. Nope, come back on. And yeah, now it's blue. Okay. Yeah, sorry, I didn't press that hard enough. Yeah, yeah, yeah, I've released it. Yeah, now I understand. Yeah, you got to push it. Yeah, got it. Okay. Okay, so they're both blue. Uh-huh. Okay. So, okay, so the first one is solid blue and the second one is blinking blue. So the second one, I just did it. Yeah, okay. Yeah. Okay, yeah. Yes, yes, yes, it is. Because before I would call,
06:00
Speaker 2
Okay, the release. so, let's just a way for about 2 to 3 minutes. Oh, is it blinking blue or a solid blue? Mhm. All right, so let's wait for the last ones for the second one. And also, while we're waiting, if I may ask, is it your first time calling links?
06:00
Speaker 1
All community fiber. of the company, but their customer technical is just rubbish. Sorry. Sorry. Okay, hang on one second. Sorry. Excuse me? Just just stay there one second. Sorry. Yeah, no I know about that one, but I'm just going to clean that which one Okay. I'll do it second. Okay. Okay, money. Sort it in this. Les fisher. And my email address is lesfisher@roomsforthberoupist.co.uk.
07:00
Speaker 2
[silence] All right, so yeah, I need to gather some information here, sir. All right. All right. I need to gather some information here for me to grade. [silence] Um, I need to gather some information. Can you provide your first and last name and also your email address? [silence] All right,
07:00
Speaker 1
Yes, and then fisher H I S H E R. [silence] Yeah, they're both, they're both solid blue, they're both solid blue at the moment. [silence] Yeah. [silence] One second. Only the main note. Okay. All right. Pressed it and let go. [silence]
08:00
Speaker 2
and I, um, spell out your furs and last name..headers. All right, gotcha. All right. Can you tell me the status of the second node? Is it? All right. So they're both solid. So the next step you need to do, sir, can you press the pair button of the main node or the parent node? just once for one second. Only the main node. Yeah. Yes.
08:00
Speaker 1
and now that is flashing white. That's the main node. OK. No, they're both. they're both solid. No, they're both. no one's blinking and one's solid blinking blue and one's that yeah. Do you want me to press the pair on them or? OK. OK. Yeah that right. That's one of them and the other one hasn't moved. So I imagine it does one or the time.
09:00
Speaker 2
All right, so it's now flashing white. How about the child nodes? Are they still...? Got it. So no need sir. Only the main node. So since the one is blinking blue already, it means they are now communicating to each other. So let's give it about three to five minutes until they are connected. Yeah.
09:00
Speaker 1
Okay, all right. Why would it disconnect? No, not. I know, not. I know at all. Yeah. Yeah. Yeah, okay, okay, yeah.
10:00
Speaker 2
Is there any power outage happened lately? It or or or just suddenly disconnected. That correct? Maybe there is a firmware update happened. That's why it get disconnected. All right. I believe.
10:00
Speaker 1
Right, okay. Yeah, that's blinking white and, uh, sorry. And uh, and the main one is blinking as well. That's still solid blue. So we're waiting for them to stop blinking and then they will be connected, yeah? Okay. Right, yeah. Yeah, no, still flashing. [silence]
11:00
Speaker 2
[silence] Yes, sir. And the light status of the first node or the first child node could change to solid white, if it's successfully connected.
11:00
Speaker 1
no still pushing. I'm afraid. Yeah. Yeah. Okay, fine. No problem. [silence]
13:00
Speaker 2
All right, so still flashing lights. So let's just wait here for a minute. [silence]
13:00
Speaker 1
[silence] it's a long time this, doesn't it? I'm still flashing. If I look at my computer um thing, um I can see it just goes it can see the nodes, but it just says disconneted is I just looked it up on 192. So I can actually see the I'm looking at the linksys page. Yeah. So, right, so hold on. So I've got two
14:00
Speaker 2
all right. I would like to thank the, uh-huh. All right, so they are still, uh, blinking, white. So kindly unplugs are both the main node or the parent node and the child nodes from the power source and wait for 20 seconds before you plug it back. All right. I would like to thank the, uh-huh.
14:00
Speaker 1
charged nodes here. So you want me to unplug the main node from the power. Yeah? And and which and what both of them or one of them? Okay, fine. All right? Fine. I'll do that now. Okay. Right. That's the main node unfolded. And and now right and both the child nodes unfloated. So shall I plug the main node back in? Yeah, I waited about 20 seconds. Okay, right. My node back in now. Okay. Blue.
15:00
Speaker 2
[silence] Yes. Yes. And also child notes [silence] and both of them, sir [silence] I'll wait for 20 seconds all right. Yes. [silence]
15:00
Speaker 1
main node blue yeah okay yeah everything's plugged in so we have so we have I have one solid light one flashing light no I've got two flashing lights on two flashing blue on the the main node is just blue is that flashing blue yeah okay okay yeah right so everything's flashing blue at the moment
16:00
Speaker 2
and plog it off so the first child node and also the second charge mhm all right all right so this mean search that they are still starting up or rebooting so let's wait for two to three minutes
16:00
Speaker 1
Right. [silence] okay. So right. What we got? Right. [silence] I've got white on the parent mode now. [silence] And one of the two [silence] Child node is flashing red, [silence] and the other child node is just blue. Solid blue. Okay. Yeah.
17:00
Speaker 2
All right, so let's wait here for, I mean, one to two minutes.
18:00
Speaker 1
Ah, okay. Chart mode is one, you have solid white, so that's a win. Okay, so that's good, and the other one is just plain blue. And the main node is solid white.
19:00
Speaker 2
Can you tell me, Lester, what's the light status of the child nodes? Uh-huh. All right. Oh, I-D-E-E. Okay, and the main node is solid white also. [silence]
19:00
Speaker 1
Also, yes. yes, solid white. Press it on the main, on the main node, yeah? Okay, let's do that. No. The big button, yeah, chose that big, got it. Done, okay. Done that. And we are flashing white. Sorry. Oh, sorry. Sorry. Okay. So, I still have one of the child nodes solid white, but the other one is just solid blue. Ah, now it's just started to flash. So, we've got flashing blue. Yep.
20:00
Speaker 2
I see. Okay. So, so you kindly do again the pair button, press it at all. Once for one second, the main note Yes, the big button. I see okay. All right. So now it's flashing. Okay, so now the
20:00
Speaker 1
Okay. Okay. Yeah. Of course. Yeah. Of course. Ah, hold on. Now we've got flashing white. So that's good. Okay. So the charge mode is flashing white. Right. You put me on hold. That's fine. No worries. No worries. You can do that. That's fine. I'm almost going to say you yes. Yes. Okay.
21:00
Speaker 2
communication to the main node. So let's wait sir, for three to five minutes. All right. Is it okay sir if I put this on hold for about two to three minutes, or three to five minutes? I just need to pull up something. Mm hm. Yeah. All right. Thank you so much for staying on the line, sir. I'll be right back. Thank you. Thank you. [silence] [silence] [silence] [[[cautious],[cautious] [drowsy]].
21:00
Speaker 1
No, way. They're both solid white. They are both solid white. Okay. Okay, which is what I'm doing. So, so it's gone blue, so I'll just wait until it goes solid white, yeah? Okay. [silence] [silence]
26:00
Speaker 2
Hello, sir. Yes, thank you so much for waiting on the line, sir. So yes, can you tell me now, sir, what's the line status of the child node? All right, that's good to hear. So, since they're both sold out, sir, then you may relocate this child node now, sir, to the area you want to relocate it. Yes.
26:00
Speaker 1
Oh yeah CES. second one Okay. So that is now. So the set is a first charge mode, which moved. Was all right, but now it's gone, it's gone blinking red. Okay. Yeah. [silence]
27:00
Speaker 2
Alright. Alright, so no reason. Let's just wait for a minute or two, and it will go back to blinking. I mean to solid white. All right. Mm-hmm. Yes, sir. That's a normal reaction, sir. But the raise, all right.
27:00
Speaker 1
Hey, Hey, Hey. Right. Okay. Solid blue. Okay, so we'll wait for the second one. Okay, right. So I'll just we'll just double check the first one. Okay, that's working fine. So that's all working now. The first one, so it's good. Okay, that's lovely. Lovely. That's fine. Okay. So second one. [sound] Still working?
29:00
Speaker 2
Yes. We'll wait for two to three minutes until it's done starting.
29:00
Speaker 1
I actually flash a red. Hopefully it'll go solid in a bit. Then white. [silence] [silence] [silence] [silence] both white. working. Yeah, everything's working. working. working. working. working. Yeah, working. Yeah. So, yes, we did it. Well done you. Okay, now I know how to do it next time. Yeah, yeah, yeah. Oh I can do it next time. working. working. Yeah. Yeah. Yeah. working. Yeah, no, that'd be great. Yeah, no, that'd be really good. Yeah. Okay. All right. Thank you so much. That's really helpful. I'm so pleased I've got that sorted. Okay, right. working. Yeah. working. Yeah. Yeah.
30:00
Speaker 2
all right so they are both all right so that's good to hear sir okay thank you so much yes thank you so much for that sir so in case you want to um you have any problem again with the node search i can provide you the ticket number so that you will not repeat your uh yeah you want to get the ticket number all right um do you have pen and paper handy so that i could provide you the ticket numbers so the ticket number search
31:00
Speaker 1
yeah yeah yeah yeah yeah yeah yeah okay what was the first bit again okay that's fine yeah yeah perfect no that's absolutely fine yeah yeah yeah okay yeah yeah thank you bye bye you've been very helpful
32:00
Speaker 2
We'll have L as in lima T for Tango S for Sam. 00136676. All right. So it's LTS 001 36676. All right. So is there anything else that we can assist you with? All right. Thank you so much, sir, for your cooperation, sir. And thank you so much for calling Linksys. This is Charm again from Linksys and have a good one. Bye for now.
32:00