V2 Rubric Detail — ebe17308-6400-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 12:44
Duration
18m 53s
Contact
Adam Westcott
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall47.6% (+19.6)

V2 Grader Summary

The agent attempted to resolve the parent router replacement by resetting nodes and using the 5-press method, but incorrectly applied it to an SPNM-series device that requires the Pair button. The issue remained unresolved with nodes stuck in red, and the agent failed to demonstrate empathy or reduce customer effort. Despite ownership and tool-appropriate actions, the technical inaccuracy and poor experience led to failure.

V1 Case Analysis

Customer attempted to replace WHW03 parent with SPN MX55 router; agent incorrectly advised 5-press pairing for WHW03 nodes (unsupported method). Nodes remained solid red. Issue unresolved; recommend correct pairing via app or Pair button and verify internet connectivity.

Troubleshooting Steps
  • Advised to unplug WHW03 and connect SPN MX55 directly to modem.
  • Instructed to wait for solid blue LED on new router.
  • Guided customer to reset child nodes and use 5-press pairing on the parent (incorrect method for WHW03).
Key Observations
  • Agent provided incorrect 5-press pairing instructions for WHW03 nodes (Intelligent Mesh does not support 5-press pairing; only Pair button or app-based pairing is valid) [12:00]. This is a critical accuracy failure and directly contradicts the KB.
  • Agent failed to verify internet connectivity on the new SPN MX55 before proceeding with node resets, violating basic troubleshooting protocol [13:00].
  • Agent incorrectly stated that WHW03 devices are no longer visible in the app due to firmware updates, which is misleading and contradicts KB guidance [03:00]. WHW03 nodes should appear if properly connected and online.
  • Agent did not clarify whether the customer could access the app or web UI, a key credential/environment blocker [03:00].
  • Serial number was provided ('S55V10W2C05311') but agent did not confirm warranty status or support eligibility [01:00].
  • Communication was disorganized, with filler phrases and unclear pacing, contributing to customer confusion [15:00].
Positive Highlights
  • Correctly guided the customer to disconnect the old WHW03 and connect the SPN MX55 directly to the modem.
  • Recognized the need to reset child nodes before re-pairing, which aligns with mesh topology best practices.
  • Provided correct initial LED interpretation for SPN MX55 (solid blue = online).
Agent Errors / Gaps
  • Provided wrong pairing method for WHW03 nodes: 5-press is not supported for WHW03; only Pair button or app-based pairing is valid per KB.
  • Failed to confirm internet connectivity on the new router before initiating node resets.
  • Did not obtain or validate warranty status or support eligibility despite serial number being provided.
  • Misrepresented WHW03 app visibility, claiming it's no longer visible due to firmware updates, which is inaccurate.
  • Did not clarify customer's access to app or web UI before starting procedures.
  • Did not summarize next steps clearly and left the customer without a concrete resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports nodes solid red and no confirmation of full internet connectivity or successful mesh formation by call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through unplugging old router, resetting nodes, and attempting 5-press pairing, but failed to verify WAN connection or use correct pairing method for SPNM model.
R3 Partially Met Correct resolution path conf 85%
Agent attempted a reasonable path (reset and re-pair) for replacing parent router, but used incorrect method for SPNM device; best-effort was made despite model mismatch.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (cannot set up new parent) and asked about current setup, but did not diagnose ISP mode, bridge status, or WAN handoff issues.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used on-device LED indicators and physical reset procedures, which are valid tools for this hardware setup scenario.
T3 Not Met No misinformation conf 95%
Agent instructed 5-press method on SPN MX55, which is an SPNM-series model requiring Pair button, not 5-press — directly contradicts KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and gave sequential instructions, but had long silences and unclear transitions (e.g., 'so all we need to do is to').
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adjust for customer confusion when repeatedly asking how pairing works.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish without transferring or deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a 3–5 minute wait time for setup, but did not set a clear follow-up plan or timeline for resolution confirmation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent made appropriate decision not to escalate, as issue was within L1 scope and troubleshooting was ongoing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent said 'because I don’t really apologize here' — dismissive tone with no acknowledgment of customer frustration or effort.
X2 Not Met Tone & rapport conf 90%
Agent used a rigid, procedural tone and failed to adapt to customer’s repeated confusion about pairing mechanism.
X3 Not Met Overall experience conf 90%
Customer had to manually reset five nodes individually and wait without remote diagnostics, significantly increasing effort.
Call Transcript26 turns · 32 lines
Speaker 1
Hi there. I've been given a new Linksys router by my service provider Giga Clear, and I'm trying to replace it as the parent router, but I'm struggling to do that, and I was wondering if you could help me, please? You are Adam Westcott, yes? Adam Westcott at Yahoo. Yeah, at Yahoo.com. of the new one. Yeah. Yeah, fine.
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 linksys. This is Sue G now. What can I help you today? Yeah, of course sure, but let me just confirm if I'm talking with Adam Westcott. And your email address here is adam.ewscott@icloud.com. I see. So you purchased a new linksys router. Can you please provide the serial number of that node? Yes, of the new one.
00:00
Speaker 1
s five, five Victor. One, zero, wike. 2 Charlize, 05311. Yes, That's correct. uh OK. Yes. Yeah. uh because I, I, I was talking to a colleague the other day and they said the same thing about this. The current parent node they have is much better than the one I've got at the moment. So they said it would be better to put this one as the parent node and run the other ones as as child nodes. Yes it is.
01:00
Speaker 2
So you mentioned earlier that your internet service provider was gigabit. And then the model number of this Linksys device is SPN MX55. Okay. Can I know the reason why you need to set up this one as a parent node? So what is your current parent node? Can you please provide the, model number?
01:00
Speaker 1
and that's the Wi-Fi Correct yes And correct We have five of the of the W H W three and one which is the S P N M X I try to go through the app and it says turn off your existing router and then plug the next one in when I plug it in it doesn't seem to let me do anything it keeps saying it can't find it
02:00
Speaker 2
Okay, so your current parent node is W H W-Zero-Three. Okay, So how many linkses devices do you have sir in total? And what have you done so far.
02:00
Speaker 1
Okay. Okay. uh Huh. okay, yeah, so I'm just, just doing that now. okay, I've done that. it's currently per a solid purple light
03:00
Speaker 2
Okay, because I don't really apologize here, but due to the firmware updates, WHW03 is no longer visible on the Linksys app. But don't worry for that. We have another method, which is one of the easiest way to set up all our Linksys devices from Linksys. Okay, now, can you please unplug the original parent node, which is your WHW03, and plug this SPN MX55 directly to the parent node directly to the modem, and it will blink purple. So just keep on observing it and make sure the ethernet cable, Adam, is properly plugged in.
03:00
Speaker 1
Yes, it is under the yellow tagged one, okay? uh yes please Okay, it's still solid purple. Uh yes I can do that. OK. OK. One second. Sorry. Just getting this. [silence] It's now, on white. Which is good. OK.
04:00
Speaker 2
And now then,And since you are going to set up your Linksys devices. We really need to reset the five nodes of your. Yes.
05:00
Speaker 1
[silence] sure. done. Is it okay to plug then directly and using a cable? [silence]
06:00
Speaker 2
Sure, once they are all plugged in, so that we can proceed to reset each of the nodes, okay? We can try to set up them using a wireless. All you need to do sure is to make sure that they are gathered on the same room, about two or three feet apart from each other and also from the parent node. Since you have left out. That one.
06:00
Speaker 1
I'm just going to get the other one. I've managed to do three or four of them, one of them is I'm going to I won't be able to do as it's in another room which is locked at the moment, sorry, it's the other side of the garden. But we've got four, so it's all done. erm, one is solid, sort of green and blue. one and it, one of them is still flashing. erm, green and blue. yeah, OK. will do. OK, perfect. Yeah, it's gone to a flat in red. Yeah, I need more hands. Uh, the ones I'm doing, you know, they've gone dark, they're not coming back. Yep. Okay. And then Okay, onto the next one. [silence]
07:00
Speaker 2
Ah, what is the kernel light indicator of the node? it's okay, released, and then proceed to reset the next node.
09:00
Speaker 1
Third one. [silence] Okay, that one's gone dark. [silence] And the main, the new the new parent node is solid blue.
10:00
Speaker 2
Okay. So proceed to research the next nodes. Okay. That's good. Okay. OK. That's automatically set up. So all we need to do is to
11:00
Speaker 1
okay so how do I do this again okay okay so they're all flat they're all red now yeah solid red okay okay
12:00
Speaker 2
first, first to reset the child nodes, or the notes of WH003 and proceed to set up that one using the 5-1 method. Uh we need to make sure that we're going to reset the WH003 before we proceed. So don't worry about one Adam, I will assist you in how to do the 5-1 method. Okay, so they're all solid red, not blinking red. Okay, now go to the parent node. And then all you need to do is to press and release the reset button of the parent node five times within five seconds.
12:00
Speaker 1
Perfect, so that's now gone to white, Cassie, white. [silence] Yes, the Parrot's gone to solid blue, and they're blinking red now. [silence] Okay. [silence]
13:00
Speaker 2
And gets flashing white. And then checked and observed if the light indicator of your WH H03R start blinking. So just keep on observing. And it will take three up to five minutes for the node to set up. And while they are setting up, since the parent now turns to solid blue, kindly check if you can access the internet. So all you need to do is to connect a device using the default name and password labeled. On the.
13:00
Speaker 1
Okay, I do, but does this mean I'm going to have a completely different internet name now? Uh, is there any way to move it back? I suppose I can. Yes. Okay, so I can access the the new internet connection. There's flashmmm.
14:00
Speaker 2
bottom of the parent node, to verify if you have internet connection now exactly Yes, we can we can change that one. But let's just wait for the child to turn solid red or solid blue, to avoid any interruption, okay? Yeah, but do not proceed to change do not proceed to change your Wi-Fi name and Wi-Fi password yet, since we are trying to set
14:00
Speaker 1
Oh, yeah, I agree. Yes. No, problem. [silence] Does it do it via Bluetooth or is it do it via cable? [silence] The the connections. [silence] Does it [silence] does it do it by?
15:00
Speaker 2
to shield nodes. So they are all blinking. Yes, it's a good sign, which means they are setting up. So all we need to do is to wait until they turn solid blue or solid green. Sorry. Oh, okay. Wi-Fi of course Wi-Fi. Yeah, it's okay. But how far is the nature from each other? [silence] Yeah, and make sure they're, yeah, three to five feet apart to avoid any interference. [silence] So yeah, make sure they are not too far, sir. Three to five feet apart.
15:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. [silence]
18:00
Speaker 2
Because if they are more than 10 feet apart, so there's a big possibility that they won't set up, so they'll just keep on blinking red.
18:00