V2 Rubric Detail — d1d54118-6579-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 09:42
Duration
28m 30s
Contact
Tomasz Rajkowski
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133073
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 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
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.44/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall90.7% (+34.7)

V2 Grader Summary

The agent resolved the issue with both child nodes achieving solid blue and confirmed online status via app signal check. While the agent initially recommended the incorrect 5-press method for SPNM devices, they recovered by guiding proper resets and pairing behavior, ultimately delivering a successful outcome with strong communication and ownership.

V1 Case Analysis

Customer reported child nodes stuck on solid purple. Agent incorrectly instructed 5-press pairing (not supported on SPNM). Multiple resets performed. Nodes eventually showed solid blue. No connectivity verification. Advised monitoring signal strength and node placement.

Troubleshooting Steps
  • Collected serial numbers for parent and child nodes
  • Instructed factory reset of child nodes (hold reset until solid blue)
  • Guided the customer through a 5-press pairing attempt on the main node
  • Observed node LED changes (red, flashing, solid blue)
  • Provided signal-strength thresholds and placement advice
Key Observations
  • Agent used the 5-press pairing method, which is not applicable to the SPNM family (should use Pair button or app-based setup).
  • Model number was never confirmed; only serial numbers were collected.
  • Instructions were repeated and often contradictory, causing customer confusion and multiple reset cycles.
  • Agent did not verify final internet connectivity or perform a post-setup check until prompted by customer.
  • Despite confusion, the nodes eventually reached solid blue state, possibly due to repeated resets forcing recovery state.
Positive Highlights
  • Collected serial numbers for all three nodes early in the call.
  • Maintained a polite tone and thanked the customer throughout.
  • Provided signal-strength guidance and recommended node placement distances.
  • Eventually prompted customer to use the app to check signal strength, which added some value.
Agent Errors / Gaps
  • Provided incorrect pairing method (5-press) for SPNM devices, which do not support this feature.
  • Failed to confirm the exact product model before giving instructions, despite having serial numbers.
  • Repeatedly told the customer to press the reset button on the wrong device and for incorrect purposes.
  • Did not perform a clear verification step after the nodes showed solid blue; only confirmed LED state, not connectivity.
  • Lack of clear call control; many silences, back-and-forth, and no summary of progress or next steps.
  • Failed to use the app for real-time node status verification until late in the call, missing opportunity for early diagnosis.
  • Misinterpreted flashing purple as normal connection behavior when it indicates setup failure or isolation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Both child nodes achieved solid blue status and the agent confirmed they are online and working, resolving the connectivity issue.
R2 Met Diagnostic thoroughness conf 95%
Agent guided the customer through multiple resets, 5-press attempts, physical repositioning, and LED observation, advancing troubleshooting meaningfully.
R3 Met Correct resolution path conf 91%
Despite initial misstep with 5-press, agent adapted by resetting child nodes and guiding through correct pairing behavior; continued best-effort support for in-warranty SPNM devices is appropriate.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (solid purple), gathered serials, confirmed prior functionality, and logically progressed through reset, re-pairing, and signal verification steps to resolve.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use remote tools or direct web UI access, but successfully leveraged the customer’s app usage at the end to verify signal strength (-65 dBm), showing partial tool integration.
T3 Partially Met No misinformation conf 96%
Agent incorrectly recommended 5-press for SPNM60/62 (which uses Pair button), but corrected course via resets and ultimately achieved successful pairing; error was present but not derailing.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control throughout, provided clear instructions, managed transitions, and kept the customer engaged despite silences and repetition.
C2 Met Confirmed understanding conf 88%
Agent used accessible language, confirmed understanding ('you got it'), adapted to customer’s pace, and checked comprehension during app navigation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments to resolve the issue.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps: wait 2–3 minutes, observe LEDs, relocate nodes, and verify via app — all with realistic timing and ownership.
O3 Partially Met Closure confirmation conf 90%
Customer mentioned a prior call where the issue was resolved, but agent did not reference any history or prior actions, though it didn’t prevent resolution.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent consistently used empathetic phrases ('no worries', 'rest assured'), acknowledged effort, and remained patient and professional.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, used affirmations ('you got it'), and adjusted guidance during app use to maintain engagement.
X3 Met Overall experience conf 89%
Agent minimized repetition, performed actions through customer guidance (e.g., app check), and avoided unnecessary steps despite initial misdirection.
Call Transcript50 turns · 54 lines
Speaker 1
Hi good morning Thomas. So, uh, yeah, so I'm co, uh, I have a community fiber and, uh, I have a linksys, of course, devices. Uh, so internet is coming to the main node, uh, but the extension ones are showing, uh, solid purple, uh, color. Uh, so looks probably ready for a setup, but I'm, I've tried to, you know, switch off, reset and didn't work. So still the purple, blue, uh, purple, and although they are like two meters from the main one. [silence]
00:00
Speaker 2
welcome to linkers support to assure quality service your call make be monitored please remain on the line for assistants. Thank you for calling links. My name is N. How assist you today? got this one sir and don't worry we're sure that I walk you trough on how to properly add the child nodes to the network uh by the way before we proceed may know how many linkers you have?
00:00
Speaker 1
So two. So one main and sent two uh two more. Uh the main one or the main one? Yeah, yeah. Okay, so the main one is uh serial number is five nine N one zero M two nine E one five seven four to one. Yeah, correct. Correct. Yeah, serial number of of of the other.
01:00
Speaker 2
Do you have two? All right. All right. Sir, may I have the serial number of this parent node? Yes, sir, the main one. Yeah, for now, I need the main one. All right. Mhm.
01:00
Speaker 1
Okay, uh so the first one is I think the beginning is exactly the same and then it's 16222 triple two. And the other one is uh the ending is uh one one one five eight one three. Yes, yes, yes. Yes. Uh Thomas Rai Kosky. Uh no, no, no no no T-O-M-A-S-Z. R.
02:00
Speaker 2
Yes sir. Mm-hmm. Mm-hmm. Mm-hmm. Uh-huh. Mm-hmm. Mm-hmm. Alright, thanks so much for that one and I um assume both nodes were provided by Community Fibers, that correct? All right. So in order for me to create a record here, may I have your first and last name? Thomas. So the spelling of your first name is T-Hom and is that correct sir? All right. And can you spell out your last name? All right, and what about your email address? All right, so let's, let's go back to the main issue sir. And you mentioned that this child node is still like located next to the, ah parent node and the light and the light is still showing solid purple. Is that correct? Wait, uh both the parent and child nodes are showing solid purple. Is that correct? [ silence ] Is that correct? Let's now add this child node using the five first set up method. So on the
02:00
Speaker 1
okay okay I'm starting with the first one okay so okay so five times in in five seconds okay one yeah yeah it's done okay do this was the second one light went off now okay it's now solid blue okay I'm trying to the should I try the second one oh no no sorry the light is light disappears now oh it's light purple I think and it's a flashing light purple is flashing [silence]
04:00
Speaker 2
Aparentnoder, sir, kindly press the reset button five times within five seconds. uh, it's like press release, press release five times. uh, yes, sir, and it should be on the main node, okay? Alright, thank you. Alright. and is the light um no.
04:00
Speaker 1
No, no, no, on the main note? No, so no. So should I start with the main note? Okay, so I've done it on the child one. Okay, so I'm okay. So I'm going, I'm going, uh-huh. I'm going to the main one, yes and press it five times within five seconds. Okay. Uh-huh. Okay. Okay. Okay, so just uh, just I've pressed the reset. Now it's red on the child.
05:00
Speaker 2
Yes sir Oh, yes, sir. The thing is when we do the five press setup, it should be on the main node. No worries, sir. Uh-huh. Yeah. I oh, uh... Yes. Uh yes, sir. But I uh, yes, sir. However before we do that since you already pressed the uh you already pressed the reset button on the child node. Uh we might need to reset this child node again, okay? So or now let's reset this child node. So for reset, kindly press and hold the reset button and do not release it until you see the solid blue light, okay? Uh-huh. Uh-huh. Uh and let's wait for the solid blue light.
05:00
Speaker 1
To hold it? Yes, to hold it still. Mm-hmm. Yeah, it's solid glow now. So, I'm already, yeah, yeah. Okay. Yeah, it's flashing glow now.
06:00
Speaker 2
Yes, Sir. Kindly press and hold. All right. You may now release the reset. Yes, sir. Thank you. Mhm. And then we will wait for its lights to turn back to solid purple again. Thank you.
06:00
Speaker 1
uh, still flashing blue. yeah, it's solid purple on that child one.
07:00
Speaker 2
uhuh, or you can get that one, sir, don't worry, rest assure the light on this child node will go back to solid purple. Okay, that's great to know. So let's now add this child node using the 5 brick setup method again,
07:00
Speaker 1
yeah okay I'm doing it now one two three four five okay it's now flashing flashing oh now it's blue it's now it it just went off was red just flashed once and now it's solid blue on the yeah on the child node on the child node both child nodes are purple solid mm-hmm okay
08:00
Speaker 2
on the main node, kindly press the reset button five times within five seconds. Thank you. All right. And is the light on this... Mm-hmm, that's fine, sir. However, how about on the child node? Can you check if it's- yeah, can you check if it's starting to flash now on the child node? Purple solid. Alright. Let's wait for like 30 seconds or a minute to see if their light will start to flash. Thank you. So just to confirm, sir, in total you have three routers or three nodes, one parent node and two child nodes. All right. Thanks so much for confirming. Uh, are the lights on the child nodes still showing solid purple, sir? I see. Um, for that one, sir, uh, it could be possible, uh, Could it be possible that to move this child node next to the parent node? Uh-huh. All right. you got it. Got this one, sir.
08:00
Speaker 1
I move them here. [silence] They're even closer, okay. Fine. [silence] After some checking for some extent. [silence] Okay, [silence] I can move them closer, okay. [silence] Once again, okay. [silence] So I'm unplugging the child ones and moving closer. [silence] Okay, now they are like half a meter [silence] from the, so the, from the main one. [silence] And now they are showing [silence] Yeah, they're showing the [silence] Yes, one is flashing blue, one is the [silence] Yeah, both are flashing blue, yeah. [silence] Hello. [silence] He's going to, we're going to, [silence] we're going to unplug them anyway and move them closer. [silence] So we'll keep it here then. [silence] I'm just checking for a few minutes if there [silence] are any more important signals apart from the location. [silence] And then we can try to replace them completely.
10:00
Speaker 2
sir. yes sir. thank you so much sir. no worries. yes. sir Thank you so much. thank you so much for that one Flashing blue. all right That means sir that they're still booting up so let's wait for their live.
10:00
Speaker 1
Okay. Okay. Yes, okay. Okay. Is there any rule for, because, you know, the designation location is, like, next floor. Uh, so it's uh, but it will be not a problem, I assume that they will not lose the signal. Um, uh, uh, hope. Uh, yeah. Mhm.
11:00
Speaker 2
the sold Dr. Vernon. Don't worry. This is just for setup purposes. So rest assured, once the nodes or the child nodes have been connected to the network, uh, we can just relocate them back to their designated locations. Okay? Thank you. Uh huh. Okay. Yes, sir. uh, however, the recommended distance between the nodes is 10 to 15 feet and you are correct. They should be on the line of sight. However, uh, you can still like check if their signal strength is like stable or like not poor. Since you can check them on their device where
11:00
Speaker 1
Yeah, they're they're they're fine Yeah Yeah Yeah Okay, they're both now the child ones they're both uh solid purple On the main one yeah Yeah One, two, three, four, five Okay, so main one is solid blue and the child ones are they're still blinking
12:00
Speaker 2
this app. and uh-huh and as long as the light on sorry as long as the light on the nodes are showing solid blue that means that they are properly working or has an internal connection. alright brilliant so let's try again to add them using the five for setup method. so again on the main. yes sir again press the recent button five times. we did five seconds. alright thank you so much for that one.
12:00
Speaker 1
[silence] It's interesting because one, yeah, both are flashing. No, flashing purple both. Okay. Yeah. Good that I'm not colorblind that because this purple and red, you know, it's not much a distance. Okay. They're still flashing purple. That's okay.
13:00
Speaker 2
I assume the light on the chiron nodes are now flashing red. Is that correct? fla Purple. All right, that's fine, sir. That means that they, that means that they are now trying to connect to the network. Okay. So for now we will just observe their lights for two to 3 minutes. Thank you. Uh yes, sir. Yeah, for this one. Yeah. Yeah, that's fine, sir. Actually the by adding a chiron nodes, it will take like 2 to 3 minutes. Thank you.
13:00
Speaker 1
Uh, the, not, I mean, I think this second time there was a issue previously and I think I called you, one of your colleagues and I remember, I don't remember what exactly happened, but yeah, it was resolved. So, and then I didn't move them. I thought I just wondered why is that. They work absolutely fine like a week ago, I didn't move them and they just both stopped like showing purple, sometimes, and this was very weird because sometimes they were showing the purple, sometimes the solid blue and then again going purple, so like maybe losing the signal from the main one, I was not sure what's going on. But I didn't do any changes here really. So, [silence] Yeah. [silence]
14:00
Speaker 2
And by the way, is this your first time like trying to add this child nodes to the network, sir? Uh huh. Oh. Uh huh. Mm-hmm. I see. So, that means that these child nodes were working fine before. So, don't worry. Sure. Once we added or reconnected the child nodes to the network, we will log in as si Dell links this up and then, uh, check their ... signal strength okay to make sure that we are getting a stable uh signal
14:00
Speaker 1
Yes. OK. So both child ones are solid blue and of course main is still solid blue.
16:00
Speaker 2
Yes sir, that's correct. Yeah, so for now we will just wait for that Child Node 2 gon back to solid blue as well the same as this first Child Node, OK. That's great to know. However, just to be sure, we will wait for another 30 seconds or a minute, okay? So, after a minute, rest assured that you can already unplug them and then relocate them back to their designated nodes.
16:00
Speaker 1
okay, no R, A, J, K, O, W, SKI. Yeah, they are for a second, they one became red again and then again blue, so I'm not sure yeah, but they are now solid blue now solid blue, all right. Okay. Okay. So, uh, all right.
17:00
Speaker 2
Can you spell out again your last name, sir, I just want to make sure that I got your information here correctly. Uh huh. All right, thank you so much for that one again, sir. So if the light on the child nodes are still showing solid blue, rest assured that you can already Ah-huh. yeah, that's Yeah, that's great to know and rest assured that they are already online or working. So, you can now unplug them and then relocate them back to their designated locations. All right. And kindly take your time, sir.
17:00
Speaker 1
Okay, thank you. Give me a second. Okay, so first one is plug in. Let's see what happened. So before I move second one, okay, it's still solid blue. Yeah, solid blue, okay. Yeah, yeah, yeah. Okay, so maybe I'll just wait with this one before I move second one. Just... just one and a...
18:00
Speaker 2
You're most welcome. Mm-hmm. That's fine. The light, don't worry, the light on that node will like, goes to flashing blue, to flashing red, and then reset it, it will go back to solid light. Thank you. Yeah, that's right.
18:00
Speaker 1
That's fine. Okay. Yeah, so one Charger is flashing blue, the other one moved. I'm scanning quickly. [silence]
19:00
Speaker 2
would we recommend this film. Yes, that's fine. Uh-huh. Uh-huh. [silence]
19:00
Speaker 1
Yes, yes, so now it's flashing red. [silence] No, it's green, yeah.**Hey Cameron, anyways, what do you think what things are looking up?** What's your vibe on it?
20:00
Speaker 2
Hello, sir. I know the light behavior on this first trial node. Flashing red. That's, uh, that's fine, sir. Uh, currently the trial node is trying to, reconnect to the network. And, yeah, for now, we will just, wait for its light to, turn back to solid.
20:00
Speaker 1
yes slide yes okay solid blue yes let's see move the second one okay okay
21:00
Speaker 2
Hi there, is the light on this first child node, still showing flashing red, I see We will wait for another. Sorry, we will wait for another minutes, sir. That solid. That's great. You may now relocate the second child nodes it. Yes, that's correct. And again, kindly take your time. the phone has a factors app uh huh and by the way does your phone have a factors app
21:00
Speaker 1
Android, Android, yeah. Yes, yes. Okay. Give me a second. Yeah, I closed the app. Now should I open the app? Okay,
23:00
Speaker 2
[silence]
23:00
Speaker 1
here, um , it's showing internet, uh, sorry, the , uh, internet notes, wi-fi, which one I need to click connect network connection, oh yes, yeah, mm-hmm, yes I see, yeah, yeah, yeah, uh free notes, yeah, yeah, yeah, yeah, yes minus 69
24:00
Speaker 2
already on the dashboard. That's great. So on the dashboard kindly press or tap on the menu icon and then tap on the network administration or network administration tab. sorry. look for the network administration. yeah. yeah. can you press that one and then yeah tap on nodes tap on the yeah. kindly tap on the first child node sir. and on the screen there should be an option there that says signal strength. Can you see it? Uh-huh. my [silence]
24:00
Speaker 1
It's flashing red flashing red. yeah we know. Chris. Chris.
25:00
Speaker 2
minus 169 alright thank you so much for that one and May I know the like behavior on the second child notice is it still showing flashing red flashing red alright for that second child node we will wait for its light to go back to solid blue okay alright
25:00
Speaker 1
Second one is now solid blue. Okay. Yeah. Uh, just checking. Yeah, it's there and the signal, oh, but the signal strength is it's not, nothing, just showing like a line, three dots. Okay.
26:00
Speaker 2
solid blue. And how about on the network administration sub? Does it say that the second child node is online as well? Mm-hmm. Showing like It's not. Uh-huh. I'm gonna set your expectation that that symbol refers or indicates that the a node is connected as wired. However, since this second child node is set up as wireless, try to reload or refresh the app and then go back to the network administration tab. Tap on node.
26:00
Speaker 1
okay let's open again the app okay network construction now second one yeah it's exactly the same minus 65 oh yeah okay thank you very much for that and this minus 65 I mean is it is it is it bad is it good or what does it mean imagery
27:00
Speaker 2
All right, that should do it, sir, rest assured that your nodes, or your child nodes are already working and set up. So again, if you need further assistance in the future, just feel free to give us a call, okay? You're most welcome, sir. Actually, the average or the good signal strength coverage is under -51 to -20. However, if your child nodes will [silence]
27:00
Speaker 1
okay. okay. okay. good, good. okay. that's clear. thank you very much for this. thank you. thank you. thank you. bye bye. thank you. you too. bye bye.
28:00
Speaker 2
uh goes up to negative 71, that's the time that you need to relocate the child nodes or like move them closer to each other since negative 71 or up means they already have a poor connection. All right. All right. you're most welcome sir and again thank you so much for your cooperation and patience thank you again for calling links the sir have a great day bye for now
28:00