V2 Rubric Detail — d639d1c8-73a8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 10:54
Duration
20m 40s
Contact
Divina Patel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135111
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot connect to the wifi after changing the wifi name
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.1% (+1.1)

V2 Grader Summary

The customer's issue was resolved as the phone connected successfully after the factory reset and node re-pairing. However, the agent provided technically incorrect guidance by instructing use of a non-existent 'pair button' on the SPNM60 and missed a less disruptive fix via myrouter.info, undermining technical accuracy and process efficiency despite the successful outcome.

V1 Case Analysis

Customer unable to connect iPhone to Wi‑Fi after changing SSID. Performed factory reset of SPNM60 router and nodes; after reboot phone connected successfully.

Troubleshooting Steps
  • Collected model number (SPNM60) and serial number (72E10M2CF29045).
  • Instructed customer to perform factory reset by holding the reset button until solid blue/white.
  • Guided customer through waiting for node LEDs to indicate ready state.
  • Confirmed iPhone connectivity after reset.
Key Observations
  • Agent incorrectly referred to a 'pair button' on SPNM60, which does not exist — only a reset button is present.
  • Failed to troubleshoot iOS Private WiFi Address setting, a known cause of connection issues after SSID changes.
  • Repeatedly asked for model number despite customer providing it early, causing inefficiency.
  • Long silences and poor call control throughout, including failure to confirm email until late in call.
  • No empathy or acknowledgment of customer frustration expressed during multiple connection issues.
Positive Highlights
  • Successfully guided customer through factory reset process that resolved the connectivity issue.
  • Collected correct model number (SPNM60) and serial number (72E10M2CF29045) early in call.
  • Confirmed customer name (Divina Patel) and email (divinapatel@hotmail.co.uk) for case documentation.
  • Provided clear reset instructions: hold reset button until light turns off and then solid blue/white.
Agent Errors / Gaps
  • Incorrectly mentioned a 'pair button' on SPNM60, which is not present on this model (only reset button exists).
  • Failed to diagnose or troubleshoot iOS Private WiFi Address setting, which commonly causes iPhone connection issues after SSID changes.
  • Repeatedly asked for model number after customer already provided it, wasting time and confusing customer.
  • Did not verify access to router settings via laptop before recommending factory reset.
  • Provided incorrect pairing instructions by suggesting pressing a non-existent 'pair button'.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: 'my phone is working fine' and 'Community private connected' after reset and re-pairing.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps like checking iOS Private WiFi Address and accessing myrouter.info to verify current SSID before factory reset.
R3 Partially Met Correct resolution path conf 85%
Factory reset was excessive for a renamed SSID issue; best practice is to log in via laptop and revert name, not full reset of ISP-provisioned device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about model and change method but failed to identify root cause (SSID change + iOS MAC randomization likely), assuming configuration corruption instead.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent did not use available tool: accessing router via myrouter.info on the working laptop to view or revert SSID, which would have avoided reset.
T3 Not Met No misinformation conf 95%
Agent instructed customer to press a 'pair button' on SPNM60, which does not exist; universal_factory_reset.md specifies SPNM60 uses a Reset button only.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created case and guided reset but lost control during repeated 'how about your email?' after customer already gave name, causing confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used unclear terms like 'parent planes' and 'love it on'; repeated questions despite customer confusion, indicating poor adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case end-to-end, performed reset, re-paired nodes, and confirmed resolution without transfer.
O2 Partially Met Proactive follow-through conf 78%
Next steps were physical (reset, wait for lights), but agent failed to explain post-reset reconfiguration beyond pairing, leaving customer hesitant.
O3 Not Applicable Closure confirmation conf 100%
No prior contact or case history referenced; confirmed first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not acknowledge customer frustration ('you're cutting out', repeated 'hello?'), nor apologize for inconvenience of full reset.
X2 Partially Met Tone & rapport conf 75%
Agent repeated questions verbatim despite customer confusion; used incorrect terms ('parent planes') without clarification.
X3 Partially Met Overall experience conf 82%
Factory reset forced customer to re-pair nodes and lose settings — avoidable if agent used myrouter.info to revert SSID via working laptop.
Call Transcript30 turns · 35 lines
Speaker 1
Hmm. Hi, uh, yeah, I just got the internet connected last week, um, and then what happened was, it was working fine, and then I decided to change the name, and, I changed the name, and then now I can't connect on my phone, but I can connect on my laptop. Hello? Hello? Someone there? Hello? Yeah, I, I connect it, I can, connect it to my laptop, but it doesn't seem to be working on my phone. [silence]
00:00
Speaker 2
Welcome to linksystems support to assure quality service your call may be monitored Please remain on the line for services. Hi thank you so much for calling linksystem. so we can help you You mean to say ma'am that you cannot connect to the Wi-Fi after you change the Wi-Fi name?
00:00
Speaker 1
But it just says it can't be found or it just can't connect. It's strange, but. why is it working on my laptop then but not on my phone? It's automatically connected on my laptop. Yeah, let me just double check I'm uh joining and then nothing happens. It doesn't. there's no error message. I've just I've just tried to join. On my phone? Uh it's the iPhone 16. So, you're keep cutting out. I
01:00
Speaker 2
error ma'am uh did did did it say unable to connect and correct password or what that's why i'm asking that's why i'm asking what's the error what's the okay it's impossible ma'am can you please tell me what's the model number if yes
01:00
Speaker 1
I don't hear you. [silence] [silence] [silence] Oh, okay. [silence] Let me just. Give me a second then. [silence] Uh, where am I supposed to find this? Do you know? I'm not quite sure. There's an ADA trann. Is that something else or? [silence] Do you need the other one? [silence] Okay. Which model number? Then how many numbers is it that I'm, uh, that I'm giving you? Oh, SP. SPN-M-60.
02:00
Speaker 2
I'm asking for the Linksys, the model number of the Linksys device, not your phone. [silence] It's underneath the device itself, ma'am. [silence] The Linksys. [silence] You're calling Linksys technical support. I'm asking for the model number of the Linksys device. [silence] It's underneath the. [silence]
02:00
Speaker 1
[KEEP_UNCERTAIN] the ceiling number [REDACTED_PAYMENT_DIGITS].m to CF two nine zero four five. Yes, that's right. Um two. Oh, community fiber. Yeah, I, I, you, you follow the instructions that they, there's a card that they've given me and then yeah, I managed to change it. sorry, not sure what you mean. [silence]
03:00
Speaker 2
Okay, once You know, what's the serial number okay? Okay, so once again, that's gonna be 72 E10M2C F29045. How many linked devices do you have in total was there internet service provider? How did you change the Wi Fi name, ma'am? Did you access its settings? So how did you access router settings? How did you access the router settings?
03:00
Speaker 1
Well, I just scanned, I just scanned the QR code that they showed me. It says, and it says, visit myrouter dot information. So, I visited myrouter dot information. I changed my, I changed the name and then for some reason, I can't connect it to, it works, I don't know why it's connected to my laptop, but not on my phone. Yeah, and it's just, it popped up on my phone and it said, "Unable to join the network Community Fiber 10GB." Unless there's a way for me to revert it back to community fiber community fiber. I guess though it that'd help me to connect. Yeah.
04:00
Speaker 2
you said that you followed the instructions so how did you access the router settings and change the wi fi name? okay okay but your laptop okay so your laptop was able to connect so we will try to access the settings of the router using your laptop since it's connected to the wi fi but before we proceed can you provide me your full name? okay good okay yes there's a way we can try to we will reset the router if that's what you want
04:00
Speaker 1
No, no, no. So, once you. Okay, thank you. Yep, sorry. Davina Patel. D-A-V-I-N-A P-A-T-E-L. Hi, yeah, sorry. Yeah, that's Divina Patel at hot Mal.co.uk.
05:00
Speaker 2
Okay. So we will just proceed in resetting the router. Are you on Wi-Fi calling or no? Okay. If that's the case, we will just reset the router. And then wewill guide you on how to properly change the Wi-Fi network so that you will be able to connect. Okay? Okay. Now, where is some and can you provide me your full name then Edvina? All right. How about your email? Hello? How about your email?
05:00
Speaker 1
so yeah sure yeah Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Should you. yeah sure. Say it. I. Don't. Yeah.
07:00
Speaker 2
Okay, so while I'll be creating a case we're here on our system now, let us uh proceed in resetting the device. So, if we will reset the router back to factory settings, you will lose the internet, uh the Wi-Fi temporarily, okay? Then we will just have to reconfigure it, okay? So now at the bottom of the device, there's a reset button, it's labeled reset. Kindly press and hold that until the light on the top turns off and turn solid blue. So that's gonna be a Approximately 30 seconds. There's reset at the bottom of the blink says device.
07:00
Speaker 1
Perfect. Yes. Damn. It's red, but so now it's going to be white. Okay. I'll keep pressing it. Oh, so I'm still pressing it, yeah? Until it turns solid blue. Yes. Solid blue now. Okay. Yes there's one upstairs, yes
08:00
Speaker 2
Yes. [silence] Yes, on the Linksys device, it's labeled reset. [silence] Okay. Keep pressing until the light turns off and turns solid blue. [silence] Yes. [silence] Okay, release the button and let's wait for that to boot up. You said that you have two nodes in total, right? Okay, bring it right.
08:00
Speaker 1
Okay. I need to do the same. I'm brought it upstairs. So let me bring it down. Okay. Yeah. I don't have it's like near near it but not quite because I don't have. Yeah, that should be fine, I think. This one is showing solid blue. Do I still need to reset it? [silence] Okay. I need to do the same reset on there then.
09:00
Speaker 2
you will reset it. let us just move it first right next to appear in the main ones. yes we will reset it but let's just move it first right next to the parent planes. would be within five within five feet if it has the fie.
09:00
Speaker 1
Yeah, I just plugged it back on. OK. the second one is flashing on and off blue, the other one is, uh, I've got solid blue. Uh, yeah, OK, I can see the community fiber now. Do you want me to try and log in again? Sure. Sorry? flashing red. [silence]
10:00
Speaker 2
Did you and did you just love it on? Okay, let's just give it time to fully boot up. No, not yet. Let us just wait for the parent node to fully boot up. What's the light indicator of the child node? What is the light indicator of the child node? Blinking red.
10:00
Speaker 1
sure, okay, so continue to price the second one yet until it goes blue, okay, that one's gone blue, solid blue, uh, turned off again, okay, turning blue the other ones back to white flashing white, still waiting down there some white just give me a second I've just gone upstairs okay so the first one is showing is white solid white and the second one is showing as solid blue okay so so yeah now I OK, yeah, now I could see if I've got any more spaces.
11:00
Speaker 2
Yes, we will wait for the router to fully boot up. What's the light indicator of the first [silence] now that we reset? [silence] Solid white. How about the other one that you just reset? [silence]
12:00
Speaker 1
[KEEP_UNCERTAIN] uh oh, the community fiber fiber that popped up on my networks. Oh. still blue. it needs no, all of these group whether it's light to indicate that it's connected properly. too. you should be white tooth. should it be white to show that it is connected fully? okay. Yeah, still blue. [silence] the right Patty. Let's see. [silence] [silence]
13:00
Speaker 2
Okay, what's the light indicator of the second node? Is it flashing? Okay. Sorry, I'm sorry. Yes, that's why I'm asking if it's staying solid blue. All right. Well, that's the case on the parent node, which is solid white already. You press the reset button, uh, I mean, the pair button. You press it uh, just one time. One second. Again, the pair button, ma'am, okay? You look for the pair button first. Let me know once you are.
13:00
Speaker 1
Yep, it's at the bottom. So press the pair button on the first node. Yeah. 1001. Okay, pressed it. Slashing white. So should I be changing my name or can I change it, or should I just leave it as the original community router? Yeah, but then it's like I changed it and it didn't connect so I was a bit, now I'm a bit hesitant to change it again. Okay, both I think are showing flushing.
14:00
Speaker 2
yes press it uh one second so you count one one thousand one okay let's observe You can change it if you want but if you're okay,
14:00
Speaker 1
Yes, leave it. Yeah, okay, thank you. Both are flashing white now. Okay, fine. Is there any other settings that I should be changing on the my router.information then, or is it optional? [silence] Hello? [silence] right okay. I think they're both solid white now. Oh no, sorry, the first one is flashing still. second one is solid. [silence] But if I take the second node upstairs, can I just plug it in or do I need to do anything in terms of pairing it or anything? [silence] Okay, I just need to, I can just plug it off and then put it upstairs then. [silence] [silence] Can I change the password as well or I should stick to the same one? Can I change the password or should I use the same password? okay, still flashing white. So I know now it's showing solid white. Do you want me to try and connect? I think of it. I think it's connected now. Yeah. Yep, that's working. Community private connected. Yep, my phone is working fine. Yeah. Let me just check on the laptop as well. I think I might not change. Maybe I won't change the password. Or the name because I obviously had some issues, so. Yeah, that's working. Thank you. Um, I'm a bit hesitant to do it because I did have issues. Uh, maybe I leave it for this for, because I'm just testing it out, so I'll leave it for a month or so and then I can change it after.
15:00
Speaker 2
Okay. All right. Well, if that's the case, then we can try to connect to the default Wi-Fi name. Okay, how about on your phone? Okay, would you like to change the name then? Okay. Okay. All right. Just give us a call back if you want to change it, okay? So we can. [silence]
19:00
Speaker 1
Thank you. Thank you for your help. Thank you. So I can, I can unplug the second one now and I'll plug this. de wasn't I don't need to do no pairing or anything just to confirm. Yeah. Yeah. Yeah. Okay brilliant. Thank you. Take care. Thank you. Bye.
20:00
Speaker 2
I'll help you all right you're welcome and you're welcome Divinta thank you for calling thanks sis have a good day yes yes yes yes just yeah just power it on all right you too as well enjoy the wi-fi all right bye bye
20:00