V2 Rubric Detail — dbcb1228-60c5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 10:03
Duration
10m 8s
Contact
Abrar Gill
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132377
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.57/5
Overall45.4% (+23.4)

V2 Grader Summary

The agent correctly identified the child node as an ISP-locked UK variant incompatible with standard networks and advised purchasing a regular MX2000 or MX4200. However, no troubleshooting steps were taken, no tools were used, and the issue remained unresolved. While technically accurate and empathetic, the lack of diagnostic effort resulted in an unresolved case with no actionable resolution path.

V1 Case Analysis

Customer unable to maintain connection on SPNMX56 child node; unit blinks red/blue cycle. Agent incorrectly stated device is ISP-only bundle with proprietary firmware, advised purchasing MX4200/MX2000. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed SPNMX56 is an ISP-only device with proprietary firmware not supported by Linksys [06:00], directly contradicting KB.
  • No troubleshooting steps were performed despite a known, standard fix for blinking node issues (factory reset, 5-press pairing, placement optimization).
  • Agent failed to verify WAN/internet status, check app logs, or interpret LED patterns—core steps in mesh support.
  • Long silences [02:00, 05:00] and lack of call control indicate poor efficiency and preparation.
  • No case number was created or referenced, violating case management protocol.
Positive Highlights
  • Agent collected customer name (Stephen Turner) and phone number (266) for follow-up [04:00].
  • Agent attempted to look up the serial number in the system, showing intent to verify device details [03:00].
Agent Errors / Gaps
  • Falsely claimed SPNMX56 is an ISP-exclusive device with non-Linksys firmware [06:00], which is inaccurate per KB.
  • Failed to follow universal mesh troubleshooting guide: no factory reset, no 5-press pairing, no placement or signal check.
  • Did not verify internet/WAN connectivity or interpret LED behavior before declaring device unsupported.
  • Did not create or cite a HappyFox case despite collecting customer contact and device info.
  • Did not check or discuss warranty status when recommending replacement.
  • Provided no self-help resources (KB article, email follow-up) after declining to support the device.
  • Misidentified customer's device as MX4200FM despite customer clearly stating SPNMX56 [05:00].
  • Allowed long silences [02:00, 05:00] without explanation, indicating poor call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical resolution; advised customer to purchase a different device without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., LED check, reset, pairing method verification); agent skipped diagnostics and went straight to hardware replacement advice.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the node as an ISP-specific bundle (FiberMe UK), which is a known incompatibility, and advised purchasing a standard model (MX2000/MX4200), aligning with KB guidance on ISP-locked devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asked for model/serial numbers and ISP, confirming the device was a UK ISP bundle, but did not investigate root causes like signal strength, distance, or reset history.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (web UI, signal test, logs) were used despite the need to verify node status; agent relied solely on serial number lookup without validating symptoms.
T3 Met No misinformation conf 96%
Agent accurately stated the MX4200FM is a FiberMe UK ISP-locked unit not supported by standard Linksys firmware, consistent with KB documentation on ISP-specific variants.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call control and collected necessary info but had long silences and failed to set clear expectations or summarize next steps.
C2 Met Confirmed understanding conf 92%
Agent used plain language, apologized sincerely, and explained technical limitations in a way the customer could understand.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership by checking serials and explaining the issue but did not attempt best-effort troubleshooting before directing to new hardware purchase.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested buying an MX2000 or standard MX4200 as a next step but provided no timeline, follow-up, or support path if that failed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted; the issue was a known hardware incompatibility, not a technical fault requiring L2/L3 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed repeated apologies, acknowledged inconvenience, and maintained a respectful, solution-focused tone throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer's pace, used empathetic language, and kept engagement despite the frustrating outcome.
X3 Not Met Overall experience conf 94%
Customer had to repeatedly provide serial numbers and locate labels; agent did not reduce effort by offering remote diagnostics or alternative verification methods.
Call Transcript22 turns · 22 lines
Speaker 1
Oh, hi, yeah, I'm trying to connect, um, a Linksys child node to the parent, and every time I, uh, it gets a connection, and within like three minutes or four minutes after connection, it then just starts blinking back to a red light, and then goes to a blue light, and goes back to a red light, just a hold the connection. You know, it's the first time, so I had to look online and everybody's having problems with, um,
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Links. This is G. How can I help you today? Mhm. Mhm. I see. Is this the first time you're adding this server or was it working fine before? First.
00:00
Speaker 1
Fl'Inksys, I do a child mode, is a, I don't know what the process is. Um, I do it because I'm just following the app instructions. I'm on Reddit and all the other forums people are saying that they've had lots of issues. So there's no enough problem. uh Yeah, community fiber. Oh, the node I bought separately. Uh, Amazon. I
01:00
Speaker 2
Uh, uhhuh, uhhuh. I see. Got it. Sure. actually, this is not a known problem, sir. Possibly, um, there is something wrong, how you add it to your network. Anyways, sir, may I know who is your internet provider? community fiber. Is this node from community fiber? Or, I'm sorry, you uh, you purchased this from where, sir? Amazon. uh, I see. So, your
01:00
Speaker 1
That's right. Yeah. Yep. Correct. Let me see your number. I'll tell you what it is. I just got it here. It's uh SPN MX 56 That's uh MX 4 200 Oh, serial number of the...
02:00
Speaker 2
[silence]
02:00
Speaker 1
Okay, one second. Yeah, it's um 59 N 10 m M 24 E zero 0723. Yeah. Yeah. Yeah, that one is 5 0 m
03:00
Speaker 2
Yes. You can check it on the app under network administration. Mm. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Stephen. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. 00723. Got it. Let me just check first uh the parent nodes here. Kay? Just a few seconds. Okay. Yes. This is an SPNM X56. How about the serial number of the nodes here that you purchased from Amazon.
03:00
Speaker 1
One zero M. 56C. zero six two nine four. Yeah, it's O seven 9 5 6 4 7 0 2 6 6. Yeah, it's, um, era. A B R A R Turner Gil G I L L. Gil G I L L.
04:00
Speaker 2
06-29-4, got it, sir, thank you. Let me just check on that. So I'll just need to check on the model number, sir, of the device that you purchase from Amazon. And while we wait here, may I have your phone number in case we get disconnected? Okay. Two double six, got it. And how about your first and last name, sir? Uh-huh. I'm sorry, what's your last name, sir? Okay. And may I also have, sir, the serial number of, I'm sorry, the email address.
04:00
Speaker 1
[silence]
05:00
Speaker 2
NOTA SURE THE ONE FROM AMAZON YES ALRIGHT YEST MAYBE LAST YESTERDAY LET ME JUST THAT ONE INSIDE 2026 AMAZON ALRIGHT SIR I WAS ABLE TO CHECK ON THE UNIT CONFIRM SIR IS THE MODEL NUMBER MX4200FM
05:00
Speaker 1
Uh... The labor what me fiber? No. Name is link sys 897 8a4.
06:00
Speaker 2
Yes. can you check sure if there's any label Pah, I'm sorry, how about the Wi-Fi name sure? Wi-Fi name, default Wi-Fi name of this modem? Can you check if there's anything that you can see that has the label fiber me? Or me fiber? Me fiber or fiber me? now? 7a4. Yes, Sir, because based on what I have here sir, it shows that this modem sir, that you purchased from Amazon, this is a bundle device from one of the internet provider in UK, which is fiber me. And Sir, I do really apologize, but this modem Sir, we do have requires some sort of communication with the system in order for us to access its basic interface, specifically the password. And Sir, worst situation is that your Wi-Fi password might not work on this modem. I do really apologize about that. However, if you have any other specific preferences beyond this, please, feel free to contact our UK experts for advice or any further steps.
06:00
Speaker 1
Oh, what do I do then? Okay, so which node should I buy?
07:00
Speaker 2
Yes. Yes sir. I'm not so sure sir we already raised a ticket about this one sure because this unit or this note sure should not be sold anywhere it should be only in that specific internet provider. I'm not so sure why they still have it in Amazon but this is already pulled out sure and already reported. Yes sir. Uh you have to get in touch with the seller sir uh in Amazon. Ask for a different uh a different device or a different um unit that is not um Meebyfiber or FiberMeeb. You can still get a MX 4200 sir, but make sure
07:00
Speaker 1
where do I where do I buy them they can't find them anywhere they're not that many around is it discontinued okay wi-fi 6 okay MX 2000
08:00
Speaker 2
Sure to get the the regular ones which is not uh-huh. Um no sure this is not yet discontinued sure. Okay. If you can't find an regular MX 4200 sure you can also try MX 2000 that notes that there's no bundle unit on that. So that so that's safe. It's a Wi-Fi 6 yes sir. It's also a dual band same with your MX 5500 I'm sorry 56th SPN MX 56th. It's just that that notes it's a regular unit you think it a links this firmware version. Yes. 2000 yes sir. Ask try to ask if they have that one sure.
08:00
Speaker 1
okay. All right, then, I'll, that. This definitely won't work. You might want to do a factory reset. Okay. Can I order unit directly from linksys to avoid this. Sorry. partner stores, you have in Amazon. through your partner. Okay. Okay. Okay. Okay. All right then. Okay. [silence]
09:00
Speaker 2
Okay. Yes, sir. Apologize for the inconvenience here, but that's the only thing that we can do for now. Yes, yes, sir. Because this this in it is using a different firmware is a. This is yes, this is not owned by Linksys anymore. It's software and firmware. Unfortunately, we do not sell directly from us, sir, but we do have partner stores in Amazon. Yes, sir. Yes. Yes, sir. Just to be safe, sir. Try to look for an MX 2000 since that don't have a bundled unit or is not bundled. Yes, sir. Yes.
09:00
Speaker 1
Okay then.
10:00
Speaker 2
Thank you so much for your time, sir, and apologies for the inconvenience. Bye bye, sir. You're welcome, sir.
10:00