V2 Rubric Detail — f6198978-658b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 11:52
Duration
19m 5s
Contact
Robert Santilli
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133083
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent correctly diagnosed the SPNMX55 child node pairing failure, guided the customer through a hard reset and proper 5-press on the parent node, and confirmed the node reappeared in the app with a solid blue LED. The customer explicitly confirmed the fix was successful, resulting in a full resolution.

V1 Case Analysis

Customer reported SPNMX55 child node flashing red and not communicating with parent router. After hard reset and incorrect pairing guidance, node restored to solid blue and visible in app.

Troubleshooting Steps
  • Hard reset of child node (hold reset button until power off, release on blue)
  • Incorrectly instructed 5-press reset on parent node
  • Waited 3-5 minutes for node to reboot and attain solid blue
  • Verified node appears in the Linksys app
Key Observations
  • Agent misidentified the product model as 'sdmx 55' ([02:00]), which is not a valid Linksys model.
  • Agent provided materially incorrect technical guidance: instructed 5-press reset on parent node ([09:00]-[10:00]), which is not supported for SPNMX55 (Cognitive Mesh). This contradicts KB guidance for this product family.
  • Despite incorrect guidance, the node eventually achieved a working state, likely due to the hard reset alone.
  • Call featured long silences ([11:00]-[13:00]), contradictory instructions, and poor flow, reducing efficiency and clarity.
Positive Highlights
  • Agent collected and confirmed serial number (V10M28F03604) ([02:00]), a required protocol step.
  • Agent confirmed customer contact details including phone (0775583737) ([03:00]) and email (santilli@outlook.com) ([04:00]), supporting case management.
  • Agent remained patient during customer confusion and maintained call continuity despite technical missteps.
  • Agent verified resolution by confirming the node appeared in the app ([15:00]) before closing the call, ensuring outcome validation.
Agent Errors / Gaps
  • Incorrect model identification: referred to device as 'sdmx 55' ([02:00]), which is not a valid Linksys model and inconsistent with SPNMX55.
  • Provided materially wrong technical procedure: instructed 5-press reset on parent node ([09:00]-[10:00]), which is not supported for SPNMX55. This contradicts KB guidance for Cognitive Mesh/SPNM series (see `spnmx56_family.md` and `universal_mesh_node_management.md`).
  • Failed to confirm internet/WAN connectivity or app version before troubleshooting.
  • Did not verify correct admin URL (myrouter.info for SPNM series) or clarify access method.
  • Did not collect or confirm warranty status despite discussing hardware reset and pairing, which are warranty-relevant actions.
  • Gave contradictory reset instructions: first told customer to hold reset until blue ([07:00]), then later implied purple was required ([09:00]), creating confusion.
  • Failed to explain why the 5-press method was needed or how it functioned, leaving customer without understanding.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It's solid blue now... the app can see the child node now... I think it's working. Lovely. Okay, thank you very much indeed.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through hard reset, verified proximity, corrected 5-press location (parent), and waited for LED state change — all relevant, sequential troubleshooting steps.
R3 Met Correct resolution path conf 95%
Correctly applied SPNMX55-specific procedure: no Pair button on this model, so 5-press on parent is the valid method; avoided incorrect reset or escalation.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified key symptoms (flashing red, app not detecting), asked for model/serial, verified node placement, and interpreted LED behavior to guide next steps.
T2 Met Appropriate tools / resources used conf 90%
No external tools (e.g., remote access, logs) were available or necessary; agent used correct built-in procedures (reset, 5-press) per KB for this model.
T3 Met No misinformation conf 95%
Instructed correct 5-press on parent (not child), which is KB-validated for SPNMX55; corrected customer’s misapplication of the method.
Communication
C1 Met Clear & professional language conf 90%
Maintained control by setting expectations, guiding step-by-step, using mute appropriately, and confirming readiness before actions.
C2 Met Confirmed understanding conf 85%
Used accessible language, repeated instructions clearly, confirmed understanding ('let me know when it turns purple'), and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps without transfer, and stayed on call until resolution was confirmed.
O2 Met Proactive follow-through conf 90%
Set clear next steps: wait 3–5 minutes for solid blue, then move node; confirmed success before closing.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not explicitly acknowledge customer frustration or effort; missed empathy opportunity despite customer’s sighs and repeated attempts.
X2 Met Tone & rapport conf 90%
Matched customer’s pace, used calm tone, checked in regularly, and kept engagement high during waiting periods.
X3 Met Overall experience conf 90%
Avoided unnecessary repetition; used provided serial number, did not re-ask known info, and streamlined reset process.
Call Transcript30 turns · 31 lines
Speaker 1
Hello. I've got a [sigh] SPN, MX55. Um, the child won't communicate with the router anymore. I've tried resetting it. Um, pressing the reset five times. All the things it seemed to be on your website to try and repair them. But, um, it goes initially, uh, purple, um, and then it just goes into red and flashing red. I can't, I can't, I can't seem to repair it. Sorry, you can say that again?
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 (G) Gii. How can I help you today? [silence] How did you try to add this back to your network, sir? Yes. How did you try to add it back? [silence]
00:00
Speaker 1
Yeah, the app can't find it. So, uh, uh, I was a bit stuck there. So, I, I use this thing of resetting and then pressing, uh, the reset five, five times, all that, all that sort of thing. So, I mean, it's not that old. Sorry. Um, it's not that old. It was only installed in February. It's been working fine, um, and just suddenly lost pairing. Yep. It's five five V10M28F03604.
01:00
Speaker 2
did you use the app? sir. mm-hmm. hmm. sir. mm, i see. uh, where is this... sir. yes, understand. yes, yes, sir, go ahead. hmm. i see. got it, sir. may i have the serial number of this node, uh, sir, please? [silence]
01:00
Speaker 1
No, uh, five, five V10, M for mother, two, eight F for Freddy, zero three, six, ever. Yeah. Uh, it's it's right. It's right next to the router.
02:00
Speaker 2
Can you just confirm, sir, is it s after 2 8? 2 8 s for Sierra? F for Freddy. Yes, yes, sir, got it. Okay, so this is an sdmx 55, and it's a bundle unit from Gigaclear. Um, you have the same model number on the parent node, right? Oh. Uh, how about model number of the child node, sir? It's the same. Okay. Uh, where is this node right now, sir? The node that is currently not working. Right next to the main node. Uh.
02:00
Speaker 1
Uh, well, I've just, I'm, I'm plugged it, but, uh, I can plug in. It was just flashing red. I can quickly, I can quickly plug it in again now. OK, I plugged it in. It goes blue. Stays blue for a while. Yeah, sure. It's some 0775 583-737. So, it's Robert is my first name, Sann Tilly. S-A-N-T-I-L-L-I. It's flashing blue now.
03:00
Speaker 2
And what's the light? OK. OK, so while we wait for that to come, we might have your phone number in case they get disconnected. Got it. Thank you. How about your first and last name? OK. Silence. Silence. OK.
03:00
Speaker 1
Yeah, yeah. Sorry? Yeah, yeah, yeah, sure. It's rob robb. Santilli, S-A-N-T-I-L-L-I at outlook.com. It's gone red now. now it's flashing red. Yeah it's it's it's half a meter. Yeah. It's literally next to it. Right.
04:00
Speaker 2
Okay, B. Leshing Blue. Okay. I believe, sir, it's still booting up. So how about your email address, sir? Your email address? May I have your email address, please? Okay. Okay. Okay, sir. So we need to do another hard reset on that. Sir, before you proceed with the reset, can you confirm the distance, sir? Between the barrel and the child, is it less than a meter or more than a meter? Half a meter. Okay, that's good. Okay, yeah, let's do a hard reset, sir, on this device. So, same things here, press and hold the Rese button, then hold on while it resets, okay?
04:00
Speaker 1
yep hold on. Okay, it went red. No, now it's gone blue. The reset button, when I was reading the instructions, it said that when it goes to red, press the reset button five times very quickly within five seconds. On the child.
05:00
Speaker 2
okay okay that's good um you mentioned about five press earlier sir um can you tell me how did you do the five press? which note did you press five times? yes sir on which nodes sir? parent or child? on the child okay Okay, please let me know if we turn study purple circuit back to study purple. Hmm. Did not, uh, no, sir, we will wait for the purple line, sir. Not yet.
05:00
Speaker 1
[silence]
07:00
Speaker 2
Um, actually, no sir. Yes, yes sir. If it turns purple then you have to do the uh the uh uh uh pipe press uh on the reset button. If it stays flashing red sir then we might need to do another reset, but a different one. Anyways, um is it still flashing red? Okay, can you do... yes, can you do this reset sir? Press and hold the reset button of the child node until it turns off. Once it's back to blue then you can let go.
07:00
Speaker 1
Okay. Okay, so it's off now. It's off now. The blue light has come on. Okay, it's flashing blue now.
08:00
Speaker 2
Okay. Okay, so you should it will take two to three minutes until
08:00
Speaker 1
okay yeah yeah sure h ah ah right okay so ah okay that could be the uh the reason then so it's flashing blue so when it goes purple press the reset five times on the parent h uh right okay well just once or or twice or or five times but slowly on on the parent okay okay it's just gone purple so
09:00
Speaker 2
this node turns steady purple okay so just let me know sure and by the way sure uh I need to the if I press that up that you did sure that's actually wrong if you have to press the reset button not on the child notes here but on the parent's note okay um hum yes yes sir and you have to press it a bit slower so like uh second per second not quick five press five times sir yes anyway sir yes yes okay can we give at a
09:00
Speaker 1
Right and then press the reset on the parent five times slowly. it's still purple yep it's okay I've done it as a parent node is now it flashed red for a while and then it's gone to blue child is purple no just it's it's flashing now Okay right it's gone red it's flashing red now.
10:00
Speaker 2
another 30 seconds sir. another 30 seconds. Yes. Yes sir. five times. Mhm. No worry sir. We will do that uh together sir. Like I will walk you around that. Okay. So let's do it now sir. Uh yes. Uh reset button on the parent node. Let me know if you're ready. Mm-hm. Okay. What's your child node there? What's the light minute? Flashing or just steady? Mm. Flashing. Okay that's good. Let me now check if it's um flashing red. Mm-hm.
10:00
Speaker 1
Okay. Yeah. Yeah, okay. Okay. Thank you. [silence]
11:00
Speaker 2
Okay, that's good. So we will start to wait for three to five minutes sir for this note to have a solid blue light. Same with the parent node. Okay? So three to five minutes sir, I'll just be on mute just to notify if there's any changes. Thank you, sir. [silence] Thank you. [silence] I'll send in the upload class.
11:00
Speaker 1
It's just gone solid blue. Oh no. Now it's got, oh no. Hold on a minute. Now it's gone red again. That's gone red again. Okay.
13:00
Speaker 2
Okay, just keep it. Yeah, yeah, that’s okay sir. That’s okay, you don’t take 10 seconds sir. That’s okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
13:00
Speaker 1
Okay. It's solid blue now. Right. Okay. Yeah. Um, now the volume again was fixed. Okay, cool. Right.
14:00
Speaker 2
you'll please check your link as APR, if it's zero,
14:00
Speaker 1
It's still solid blue, which is good. And the app is just firing up. It's getting the router's settings. Okay, so the app's up, and it can see, yeah, it can see the child node now. So one final thing, let me just check.
15:00
Speaker 2
Okay, so how is it now sir? Does it show up on the app? Okay, good. [silence]
15:00
Speaker 1
Yeah, I think it's working. Lovely. Okay, thank you very much indeed. I really, lovely. Okay, thank you very much. I really appreciate it.
16:00
Speaker 2
Okay, that's good to know, sir. So yeah, uh, FibrePress, sir, you have to do it on the parent node, and it should be right next to the main node. You're welcome, sir. You can move it now. Uh, yes, sir. You can move it now, sir, and just give it two to three minutes to reconnect again. You're welcome, sir. Have a good end, please stay safe, and feel free to call us back. Bye bye, sir. Thank you, sir. [silence] Remote part start: [silence] [silence] Remote part end: [silence]
16:00