V2 Rubric Detail — e2b6ac32-64d5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:08
Duration
15m 59s
Contact
Tom Coverdale
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132941
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node wont turn on

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall53.1% (+13.1)

V2 Grader Summary

The agent performed basic troubleshooting for a no-power node but instructed an incorrect 1-minute reset (vs. 10–20 seconds per KB), resulting in a technical inaccuracy. While ownership was maintained and communication was adequate, no resolution was achieved. The device is likely hardware-failed, and the customer was directed to their ISP, which is appropriate for out-of-warranty ISP-provided equipment, though a paid support path was not mentioned.

V1 Case Analysis

Customer reports SPN MX42 mesh node shows no lights and does not power on. Verified parent node functional. Checked outlet and power switch. Performed factory reset (held 1 min). No LED or Wi-Fi response. Warranty expired. Advised to contact ISP; no paid-support or RMA path offered.

Troubleshooting Steps
  • Verified parent router is operational
  • Checked power outlet and physical power switch on node
  • Performed factory reset (held reset button for ~1 minute)
  • Waited 3 minutes for boot and checked for default Wi-Fi SSID
Key Observations
  • Agent held reset button for 1 minute (11:00–12:00), contrary to KB guidance of 10–15 seconds for recovery/reset procedures.
  • No out-of-warranty resolution path offered (e.g., paid support, RMA, or self-help KB article) despite confirmed hardware fault and expired warranty.
  • Agent failed to confirm whether the power adapter was functional or if the node showed any brief LED flicker during plug-in, missing a chance to validate power delivery.
  • Communication included long silences (e.g., 02:00–03:00, 05:00–06:00), overlapping speech, and lack of step confirmation, reducing clarity.
  • Agent did not offer to send troubleshooting steps via email or direct to support article, leaving customer with vague next step.
Positive Highlights
  • Collected customer name (Tom Coverdale) and email (alexcoverdale@gmail.com) accurately (03:00).
  • Obtained serial number (56S20M15E50385) and used it to check warranty status in system (05:00–06:00).
  • Confirmed parent node was functional (solid blue LED), correctly isolating issue to child node.
  • Verified physical power switch on node was in 'on' position (09:00–10:00), following proper hardware check.
  • Waited appropriate 2–3 minutes for boot after reset before checking for Wi-Fi SSID (12:00–14:00).
Agent Errors / Gaps
  • Incorrect reset procedure duration (1 minute instead of 10–15 seconds) as per KB guidance.
  • Failed to offer any out-of-warranty resolution path such as paid support, RMA, or self-help KB article.
  • Did not verify power adapter functionality or transient LED behavior before concluding hardware failure.
  • Allowed long silences and overlapping speech, reducing communication effectiveness (e.g., 02:00–03:00, 05:00–06:00).
  • Did not confirm customer's ability to access web UI or app before proceeding with reset, though less critical in this hardware context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has no lights on the node and no Wi-Fi network appears after reset; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent checked power outlet, asked about power switch, and guided a reset, but did not test with a known-good power adapter or cable, which are standard steps for no-power scenarios.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged the device was out of warranty but still attempted troubleshooting; advised contacting ISP as next step, which is reasonable for ISP-provided hardware, though did not explore paid support path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (no LED) and collected serial number, but did not ask targeted questions about recent power events, surge damage, or test with another node to isolate hardware failure.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were available or necessary; agent used appropriate KB-based steps for a no-power scenario.
T3 Not Met No misinformation conf 95%
Agent instructed customer to hold reset for one minute, but KB specifies 10–20 seconds or until LED flashes red and turns off — holding for 60 seconds exceeds documented procedure and risks no benefit.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent lacked clear opening framing and had multiple unexplained silences, though maintained control during troubleshooting steps.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed understanding, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on attempted troubleshooting.
O2 Partially Met Proactive follow-through conf 75%
Agent advised contacting ISP but did not set a timeline or offer follow-up; customer effort was not fully reduced.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none was warranted — issue was hardware failure beyond L1 scope.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered a brief apology at end but did not acknowledge customer frustration earlier or express empathy for repeated failures.
X2 Met Tone & rapport conf 85%
Agent matched customer’s speaking pace, paused appropriately, and checked comprehension on key steps like power switch.
X3 Partially Met Overall experience conf 75%
Customer had to repeat serial numbers multiple times; agent could have documented them earlier to reduce repetition.
Call Transcript26 turns · 28 lines
Speaker 1
Hi. My, my LinQ, C like, extender. Basically overnight it just, it just stopped working, like all the lights, they turned off. And like I've tried, I've tried factory resetting it, and all of that. And none of the lights turn on at all. Should say on the bottom, right? The model number. Uh, SPN. SP
00:00
Speaker 2
welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you so much for calling. This is cherisce and it's how are you? you want to model number is here. Yeah. Yeah. Yeah. [silence]
00:00
Speaker 1
PN MX 42, True speed. Uh, two, like the main Wi-Fi node and then I've got like a, yeah, so two in two, yeah. Okay, um, five, six. S 20 M 15 e 50 385.
01:00
Speaker 2
Your Internet service provider. How many nodes do you have in total? Okay, can you provide me the cell number of one of the nodes? So that's 56.
01:00
Speaker 1
Yeah, 5 6 S... two... two zero m... one five E... five zero three eight five. Sorry. Okay. Give me... give me one second. Five six s...
02:00
Speaker 2
S for Sam. Can I get your name, sir? Can I get the other no? Can you give me the two number, please? [silence]
02:00
Speaker 1
20M 19 Cee, zero zero eight five seven. Uh, Tom Coverdale, uh, Coverdale is spelled COV erdale. Yes. Uh, Tom, Alex Coverdale, at gmail.com.
03:00
Speaker 2
Can I have your full name and your email address, sir? [silence] I'll do it for your last name. D-A-L-E, okay. How about your email? [silence] [silence] com Alex cover, though.
03:00
Speaker 1
Yes. So like I set up for I flipped the main router uh does work it is like the like is blue and stuff. Um but the old one downstairs they're like
04:00
Speaker 2
at gmail.com? Okay. Okay. Okay, so what have you done so far? Sir, since you said that the lights are not working at all. It's not showing up at all. So they are all, so they are all plugged in, but there's no light on it. Is that what you mean?
04:00
Speaker 1
Is that the Nod node I guess you call it is just the lights don't turn on and um, I've okay give me give me one second. Sorry, you said the last five digits of the Soro number. Um 50385. Sorry. Um yes.
05:00
Speaker 2
What's the last five digits of the serial numbers or for the child nodes? [silence] Yes. Uh-huh. [silence] Okay. [silence] So, technically, the parent node. [silence] So, technically, the parent node is working and the child node has no light indicator, even if it's plugged in.
05:00
Speaker 1
Yes. Yes. Yeah. I've, I've, I've tried that. I've tried everything. Yeah, I think it's, like, a a hardware issue or something like this has never happened before and like it has stopped working before but the lights still used to turn on and stuff and I've I reset it and it started working again, but this time the lights just don't turn on at all.
06:00
Speaker 2
we can use a different cable. I don't even use a different outlet to connect this node. Okay, so it's just not turning on. Okay. So let's just try to isolate the issues here and let's check what else we can do for that. But before I proceed, let me just inform you that as we're checking here in our system, it shows here that the device that you have, based on the serial number that you provided me, it shows that the node is already out of warranty. The hardware warranty shows here that it's expired on the 20th of February, 2022.
06:00
Speaker 1
Yeah, I think so. Yeah. [silence] Okay.
07:00
Speaker 2
Did you get this node sir from your internet service provider? Sir? So I'm not sure sir if they would still cover the warranty, but for a bundled device some ISPs hold they will be be the the internet service provider will be responsible for that. But we will just try to check sir if this device is really defective or we could still fix it. Okay? All right. okay, can we try to connect it to a wall outlets or any other world wall outlets that you haven't tried to connect?
07:00
Speaker 1
Yeah, it's plugged in to the, to the outlet now. No. No light at all. Yep, it is.
09:00
Speaker 2
Is there any light? There is no [silence] ... [silence] There is a switch [silence] underneath the device sir, can you please check and make sure that it is set to [silence] um, on? [silence] Do you have a computer, sir? [silence]
09:00
Speaker 1
Uh yes. Uh but it's not, it's not by the outlet. Uh yeah should be. Okay. Um I'm not sure if I have one. I'm not sure if I have an ethernet cable. Um yeah I think so. Yeah.
10:00
Speaker 2
.net connection OK. is it is what do you mean okay all right if you have one which one computer is capable of LAN connection correct OK, how about this one? So let's try to reset the notes here press the reset button on your end and I will do the timer on my end.
10:00
Speaker 1
Okay. Alright, I've started pressing up. What? Now, I gotta hold this for one minute. OK. [silence] [silence]
11:00
Speaker 2
We'll reset it for one minute. I will let you know when to release the button. Just let me know when you start pressing it. Okay. Yeah, just keep holding on to it. I will let you know when to release it.
11:00
Speaker 1
Yeah, there's still no light though. Yeah. Yeah. Okay.
12:00
Speaker 2
okay, you can go ahead and release the button. okay, let's give it um. Usually the nodes here will take 2 to 3 minutes to fully boot up. we'll wait for three minutes and we'll try to check, sir, if the default Wi-Fi name of the node is showing up. as you see underneath the node, sir, their setup name. okay. So after three minutes, sir, we will check if that Wi-Fi name is showing up as an available network to connect. Okay, sir. Can you please double check now if the WiFi name is showing up? So usually the Wi-Fi name starts with Truspeed or Linksys. The same name that you see underneath the user name and so on.
12:00
Speaker 1
Yeah, um, it's, it's not there. [silence] Definitely not there. Do you think this could be a a hardware issue? Yeah, that's what I thought. I've literally tried everything. [silence] Okay. Okay. Okay. Okay. Thank you. Okay, thank you. Bye.
15:00
Speaker 2
you look for that name on the Wi-Fi now Wi-Fi Settings okay well if that's yes it could be sir it's it could mean that the node is already defective yes sir you can actually try to call your internet service provider sir if they can do anything about it but just let them know that you've already called us and uh we've tried to troubleshoot you're welcome sir I'm so sorry for the inconvenience but I hope you still have a good day bye for now take care
15:00