V2 Rubric Detail — fe68fa04-763f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:01
Duration
42m 26s
Contact
Richard Bailey
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135681
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX55GC Forgot Wifi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent successfully restored the parent node and re-established WiFi access for devices, demonstrating correct use of resets, 5-press pairing, and web UI per KB. However, the child node remained flashing red, and full mesh integration was not achieved. The interaction avoided critical failures — the 'shit!' exclamation, while unprofessional, does not meet Discourtesy threshold under rubric context. Escalation was not required as L1 troubleshooting was still valid. Outcome is Partial Resolution due to incomplete node pairing.

V1 Case Analysis

Customer unable to add child node (flashing red) after Wi-Fi password change. Agent incorrectly used 5-press method on SPNM device and misidentified LED states. Advised possible replacement and sent troubleshooting email. No successful pairing achieved.

Troubleshooting Steps
  • Collected serial number and confirmed model (SPNM55).
  • Guided Ethernet test to the parent router (confirmed working).
  • Performed reset of child node (20-second hold) and incorrectly instructed 5-press reset on parent (unsupported for SPNM).
  • Attempted router login via myrouter.local and 192.168.1.1.
  • Advised forgetting Wi-Fi network and reconnecting.
Key Observations
  • Agent used the 5-press method on a SPNM device, which is not supported (SPNM models use Pair button method).
  • Agent incorrectly stated the child node should show solid purple when ready (correct state is solid blue per KB).
  • Agent failed to confirm the model before giving model-specific instructions, leading to incorrect guidance.
  • Call flow was disorganized with repeated resets and unclear phrasing, reducing efficiency.
  • Agent did not use the correct Pair button method for SPNM models, which is the primary and recommended method.
Positive Highlights
  • Collected the device serial number accurately.
  • Attempted to verify internet connectivity via Ethernet.
  • Offered to send a follow-up email with video instructions.
  • Eventually confirmed the model number (SPNM55) after customer provided it.
Agent Errors / Gaps
  • Incorrectly instructed a 5-press reset on a SPNM parent node (unsupported method; Pair button should be used).
  • Misidentified the ready LED color for the child node (said solid purple instead of solid blue).
  • Failed to confirm the exact router model before giving model-specific instructions.
  • Provided confusing and contradictory steps, causing the customer to repeat actions.
  • Did not follow the correct child node pairing procedure for SPNM models (Pair button on parent).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Child node remained flashing red and was not successfully integrated into the mesh network; issue not resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset, 5-press pairing, wired Ethernet test, admin UI access, and LED checks — a logical, KB-aligned troubleshooting sequence.
R3 Partially Met Correct resolution path conf 85%
Agent pursued best-effort OOW troubleshooting but prematurely suggested replacement without confirming hardware fault or checking warranty eligibility first.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (child node flashing red), confirmed parent status, verified internet connectivity, and systematically tested via reset, 5-press, and wired access — demonstrating logical root cause analysis.
T2 Met Appropriate tools / resources used conf 90%
Agent used factory reset, 5-press pairing, wired Ethernet test, web UI (myrouter.local), and LED status checks — all appropriate tools for mesh node troubleshooting per KB.
T3 Met No misinformation conf 95%
All technical steps (reset durations, 5-press on parent, web UI access, Ethernet backhaul test) were consistent with KB; LED color references (solid purple for setup-ready) match velop_child_node_setup.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but used filler language ('um', 'okay') and an unprofessional exclamation ('shit!'), briefly losing control of tone.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms (e.g., 'solid purple', '5-press') but adapted explanations when needed; however, did not consistently confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, did not transfer, and followed through on all troubleshooting steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending follow-up email with instructions but did not specify timing or content, leaving timeline vague.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred and none was strictly warranted — agent was still actively troubleshooting a pairing issue that may have been resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; E2 cannot apply.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed procedural empathy (apologies, 'thank you') but lacked deeper acknowledgment of customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and provided clear instructions, but did not fully adapt to customer’s confusion about LED states or network topology.
X3 Partially Met Overall experience conf 85%
Customer repeated information (e.g., serial number), but agent consolidated steps efficiently once engaged; some redundancy in resets was necessary per KB.
Call Transcript68 turns · 72 lines
Speaker 1
[KEEP_UNCERTAIN] Hi, yeah, I've, um, I've just tried, we've always had Wi-Fi working for ages, um, but I've tried to connect the child node because, for some reason it wouldn't connect, so I tried to do it through the LinkSys app and then it maybe changed the password but now I can't get on to the parent node. Uh, so the Wi-Fi was working absolutely fine before and then I tried to connect the child node, so I exactly, that didn't work and then so I into the LinkSys app and tried to set it up again. And when I did that, it asked me to change the password and I did. And now, when I try.
00:00
Speaker 2
And welcome to Linksys support, to assure quality service, your call may be monitored. Please remain on the line for assistance. <start_of_audio>
00:00
Speaker 1
how to...can't put the password in. It can't connect. Say again, sorry. Uh, we got two. So one parent and then one, which is supposed to be a child. Uh, no, the, the parent mode is blue. That's fine. I don't, I'm not really bothered about the throw one because I can't get it to connect. So, it's just trying to get connected back to the main router. Yeah, let me just get that. See. Because the light is blue and I haven't changed on the main one. So,
01:00
Speaker 2
Okay, I see. So how many links this router uh do you have in total sir? How many links of routers do you have? Okay. And the one that who get disconnected is the child node? What is the LED light sir? Okay, can you give me its model number and serial number sir please?
01:00
Speaker 1
Serial number. Five five V one zero M two four F zero seven five eight zero. Yep. Yep. That's two seven F. Yep. It's zero seven five eight zero. Thank you. Uh it is, yeah.
02:00
Speaker 2
Okay, Let me just read it back to you, that's five five V for victor, one zero M for mary, two four F for foxtrot, O-Two Seven, okay, Two Seven F, and then zero five eighty. Okay, Thank you so much. And if this your first time, sir, like calling linksys.
02:00
Speaker 1
[silence] Yeah, that's him. [silence] Uh, Richard Bailey. Yeah, that's it. [ silence ] Rich Bailey, 64. Yahoo.co.uk. Yeah, Yahoo.co.uk. [ silence ] Well, I've turned it off at the moment. Because, I couldn't get to connect. So, but it had been flashing red. When I was trying to connect it before? Yeah, it was working before, but now, yeah, now I can't connect back to it. Because, you said change the password. I did. [ silence ] On the link that up.
03:00
Speaker 2
Okay and uh cer so Richard, can I also please have your active adult email address? Okay, thank you so much. So the parent. Is um, solid blue. And what is the LED light coming from the child notes, sir? Okay. But this router was actually working before.
04:00
Speaker 1
Uh, and now when I try and connect back to it, like, through my phone, for example, uh, it can't connect. Yeah, I had to reset the parent node. [silence] Yeah, I had to change the Wi-Fi name as well. [silence] Yeah. Yeah.
05:00
Speaker 2
OK. And you mentioned also earlier that you have already reset the parent note. So, sir, since the parent note is currently solid blue, can you please check from your phone if you can see the default Wi-Fi name of your Linksys router? You changed the Wi-Fi name. OK. Can you see the Wi-Fi name that you just created before?
05:00
Speaker 1
I didn't reset the Paradigm, only reset the child mode. No, no, I can't. It won't let me use it. It'll log on with the password. Yeah, the one which I had to change.
06:00
Speaker 2
If you actually reset the router, Sir, so, it just means that it brings back to its default setting, but since you did, I mean, you still see the SSID that you just created before? Well, might be the reset was not totally successful. So, mmm, okay. Okay, but can you confirm, Sir, if you are receiving an internet from the parent? Okay, the password that we are talking about is the password that you used to connect a phone or a laptop to the Wi-Fi. Is there any [silence] devices that you used before that you are connecting to... Okay, that is currently connected as of the moment. Okay, if that is actually the case, so then we really need to connect a computer wired directly to your Linksys router. Would that be possible? Okay, if you have already a computer hooked up directly to the router, please open a browser. Okay,
06:00
Speaker 1
hello oh yeah, clear to the evening and it is working yeah yeah yeah yeah yeah yeah yeah yeah yeah timeout, I think the next one is going to be from oh yeah, lady, I think she's inside sorry
10:00
Speaker 2
yes sir okay so i mean you have already hooked up an ethernet cable from the linksys router to a computer correct okay now um since you have confirmed that the internet is working please open a browser for me okay and then on the URL bar type in http colon forward slash forward slash
10:00
Speaker 1
no And see some Apple and continue. Yeah. Yeah. Yeah. There we go. Yeah. Yes, I'm going to try that. [silence]
11:00
Speaker 2
My router.local and then just press enter from your keyboard. So, you should be routed. Yeah. Mhm. Uh-huh. Mhm. Uh-huh. Uh-huh. So, is it now asking for a router password? Okay. Do you remember customizing this router password before? Mhm. So, type in the one that you change.
11:00
Speaker 1
and then as user protocol yeah pause the video on trying to log on trying to reset the password it's working I will made this joyous yeah yeah yeah you know we got that yet
12:00
Speaker 2
okay. so are you already in the Web Browser interface er of your router? Okay. Um, uh, what password are you going to reset, sir? the router password. Okay, uh, sir, after you enter the router password sir, can you now see the Linksys Smart Wi-Fi tools or not yet? Okay, if you're already there, uh, go to Wi-Fi settings sir, under route, under route and management. what can you see sir in there? okay. what do you mean by Dray Device Manager? management? management. sir, you're not supposed to hear about management. management, management. sir, no, I mean, the menu tab. uh, management is itself, well, before let's try the link below under the dhcp server, okay. um. okay. can you see that one below Wi-Fi? Wireless. Wi-Fi settings. Okay. click that one, Sir. wireless. sir, click the wireless, then you see the one says ai. okay, can you see in there Sir? what can you find in there sir?
12:00
Speaker 1
yeah yeah yeah yeah yeah got it yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah just click apply. yeah yeah yeah yeah cool yeah yeah that seems to be kind of found. [silence]
13:00
Speaker 2
say router settings okay and then after that you will now see the Wi fi name and password that you have before so if you want to custom so if you want to customize it just hover the cursor under the WiFi password tap on it and then you can then change the WiFi password from that page mm hmm yes sir click on apply mm. Okay.
13:00
Speaker 1
Yeah. That's so simple. Correct. Yeah.
14:00
Speaker 2
uh huh. after the changes has been applied, um, sir Richard, try connecting, um, one of your devices to your network, okay? This is just to check is... if it is now working. [silence] It's still saying that you entered the incorrect password? Okay. Um, how about with this one, sir?
14:00
Speaker 1
Right hold on I think I might have connected because there were two wires coming up then. Yeah, that seems to have worked. Yeah, I'm connected yeah. Yes, please if we can. Up
15:00
Speaker 2
from that device, and then reconnect it again. From the phone, sir. Choose the option to forget network. After that, turn off the Wi-Fi from your phone, and then turn it back on. Okay. Okay. Okay, that's perfect. Now, the next thing that we should do is on adding the the disconnected child node, correct? Okay, can we turn on that child node, please, sir? Richard and it
15:00
Speaker 1
Three feet. That's probably why I was going wrong. Cause I was about three meters away, so That's my stupidity. Ah, there we go then. There we go right. I'm about one foot away now. Do you want me to turn it off and on again? It's just been on this whole time I'll just leave it. Yeah, all right [silence]
16:00
Speaker 2
shit! Must be not three feet away from the parent. okay. it should not, it should must be at least. um. Yeah, well setting, oh, okay. while we're setting it up. yeah, well, while we're actually still setting it up. it should must be three feet away from the parent before we can deploy it. okay. I'm dust. I'm dust. Okay. uh, no, just turn It on and then give it at least a minute or two for the child node to boot up. Yes we should be expecting a solid purple or magenta color from this.
16:00
Speaker 1
Okay. I'm. It's just flashing at the moment. [silence]
17:00
Speaker 2
child node. That means or that light indicates it's ready for setup. Okay. Maybe it's still booting up. So, let's just wait for it. Sir Richard, is it still flashing?
17:00
Speaker 1
Still pulsing blue in. Is it. still pulsing blue In? So let me just give it a minute. Yeah, all right, thank you. Right, that's purple now. Yeah.
18:00
Speaker 2
okay. that's let's give it some more time uh... yes sir uh... they're the only one uh... training to uh... yeah the number I have on hand is 91 9565 91 oh arrow okay if it's not purple uh... sir Richard I want you to go back to the main router that is hooked up directly to your modem okay and then uh... I want you to press its reset button for five times okay I'm not too fast
18:00
Speaker 1
Is that on my ritual that's connected? On the parent node, yeah. Yeah. Yeah. Okay. Right, I've done that five times. Yep.
19:00
Speaker 2
not too slow. So just press the reset button for five times. Do it like press, release, press, release for five times. okay? There. Yeah, that's, uh, you need to do it on the parent node or the one that is hooked up or connected directly to the internet source. Okay, so, after you do it, you will notice that the LED light of the parent will now start pulsing. Then after that, the child node will follow. [silence]
19:00
Speaker 1
Yeah, the childna just gone flashing red again. OK cool. Yeah. Don't. One minute. 1, 1, 3, 5, 6, 8, 1. Yeah. How long do you expect it for Flash Red for? [silence]
20:00
Speaker 2
So um so Richard, did parent go back to solid blue again? Okay. So yeah, let us just wait for this child node to be added successfully to the network. And then um so Richard, if you happen or if you need an assistance in the future, just provide this ticket number to the next representative. That is 1 3 5 6 8 1. Okay. 6 8 1. Mm-hmm. After you do the five press, the child node should be added to the parent's node.
21:00
Speaker 1
So that was after pressing the parent node five times. Yeah. Okay, right, it's still flashing red, but I'll just wait. How long does it normally get disconnected? It's never connected. It's never connected. It's never worked. I don't think it was quite when the bloke came around to do it, I don't think he did it right.
22:00
Speaker 2
Yes, after pressing its reset button. So is it, okay. Oh, by the way, sir, how long is does this child node get disconnected? No, when did just everything happened that this child node lost its connection? Oh, I see. M Okay. Um Sir Richard, do. [silence]
22:00
Speaker 1
So we might continue. What's myógica? No, but SPNM. SP. Yeah, what's her name? SP and M X 5 5. Yeah, they do. Oh, yeah. what's his name?
23:00
Speaker 2
The, uh, parent node and the child node share the same model number. Okay. Okay. The child node, is it still flashing, red? Let's see. Okay. Uh, sir, can you reset again this child node, sir? But, this time, do it for, um, not just for 10 seconds, but I want you to press and hold the reset button of this child node for 20 seconds.
23:00
Speaker 1
Yeah. Now. Okay. now there's a blue light.
24:00
Speaker 2
Oh, yes. Okay. So let's just wait for the child node to have a steady solid purple light.
24:00
Speaker 1
Yeah, it's now purple. Yeah, I'll do that now. Right. It's now flashing purple. [silence]
26:00
Speaker 2
So did the child node respond to the reset sir? or is it still. Okay, it's now solid purple. Okay, uh, can you repeat the processor? You know the press uh pressing the fire pressing the reset button of the parent node for five times. Mhm. Okay, uhright now sir. Okay. So yeah, [silence] Okay. So right now, sir, while waiting for that child node, are the other devices was able to connect to your network now?
26:00
Speaker 1
uh yeah i've just connected to my phone just let me try and go on google yeah yeah that works all good uh i'm just setting up i'm just trying a different phone a scent i'm trying an ipod quickly yeah that's working on other devices [silence]
28:00
Speaker 2
Aya, can you try the internet connection from your phone if it's now, working? I'm how about the other devices or? Okay. That's perfect. So, right now, the child node is still flashing purple.
28:00
Speaker 1
It's flashing red.
29:00
Speaker 2
Okay. I just give it some time. How far is the child node as of the moment? Yeah. Okay. Okay. Sir, can we move it a little bit away from the parent. Okay. Okay. The parent is actually, you know, if you can imagine it, the parent is actually sending a signal like an umbrella. So,
29:00
Speaker 1
Nth some
30:00
Speaker 2
You know, if it's actually sitting beside each other, so the child node might be gonna have a hard time recognizing it. So that's why it should be at least two feet away or three if possible. Thank you for calling and thank you for your support. I'll be with you next [silence] [laughter] [silence] and then, um, after this, uh, call, uh, Sir Richard, uh, I'll be sending you some email, like you know, it's some troubleshooting instruction that could might be actually helpful in the future. you know so [silence] O, okay.
30:00
Speaker 1
Yeah. What from my laptop? to the child node. I can try that now. Yeah. Do you want I've only got one Ethernet port on my laptop though. Do you still want me to be Ethernet Ethernet connected to the parent node or not? Okay, cool.
31:00
Speaker 2
But from the very beginning, so Richard, that you received this child node, was it already acting like this? Okay. So Richard, do you have an extra ethernet cable that we could use and connect this child node directly to a laptop or run a cable from the from the from your laptop yeah, to the child node directly? Mhm. Mhm. Oh, yeah, you can just disconnect the ethernet cable that is running from the parent directly to your laptop. Mhm. So that we can make use of that ethernet cable of your laptop. and connect a cable
31:00
Speaker 1
no. I mean the, parent went pretty, went blue pretty quickly. Do you want, do you want the ethernet cable to go into the internet port or the ethernet port on the child router? Okay. I've done that.
32:00
Speaker 2
but if it has been more than three minutes and the child node is still not getting recognized by the parent, then there's actually a normal for the parent now to go back to a solid blue directly but first child note. You have to internet port here of the child node. Now open a browser sir then
32:00
Speaker 1
My route or dot local. It can be reached. Can't find the server IP. 1 9 2 dot 1 6 8 dot 1 1 I should know that really. But let me get. [silence]
33:00
Speaker 2
i esteem uh use the same uh URL information that's http http correct uh yeah try the 192168 dot One dot one One dot One.
33:00
Speaker 1
Right, men, and I put my password in. So log into...Sorry. So I'm not back in using my original password I used for the parent node. Well, I've put in the password for the parent node. Should I not have done that? But I'm back on the, like the smart Wi-Fi tools and router settings, but I'm in as the parent node.
34:00
Speaker 2
OK. So you use the password that you can see under the child mode? Or the password that you, I'm sorry. Or the password that you, I'm sorry. For the uh huh. OK. So you're already in the router settings of your child mode? Correct? Uh huh. OK. Can you see sir if you can uh yeah cuz you might be at the Perl.
34:00
Speaker 1
yeah yeah Windows yeah yeah it says I'm connected via Ethernet it is yes it's flashing red but I can get on to Google so it seems as if there is an internet connection through the Ethernet from a child [silence]
35:00
Speaker 2
SRNT nodes connection. At the this is a lot I mean this is a Windows computer or a Mac computer? Okay. All can you see the Wi-Fi um icon at the very lower right corner? Okay. The internet cab sir is running from the child node directly to your laptop. Uh what is the LED light coming from the laptop, sir? I mean for coming from the child node at the moment? No. Ah ah yeah, but what can you see at the lower right corner, sir? Can you see a monitor? [silence]
35:00
Speaker 1
A monitor. Monitor with a wire. Yeah. Yeah. Yeah, still flashing red yet.
36:00
Speaker 2
I'm sorry Richard. The child and is it still flashing red?
38:00
Speaker 1
It is still flashing red. Yeah. But the ether, to my laptop, allows me to, uh, the web browsers working. I can go on Google, go on BBC. So there obviously is a connection there, but the child node is still flashing red. Yeah. Yep. Just wanna make sure. I started up, just little, Just wanna make sure. No.
39:00
Speaker 2
Uh-huh. Yeah. That's not actually like an - nor - normal behavior, neither of an LED or node. Though the like you know, the internet was working. You were hardwiredly connected from child node to your laptop, but just to make sure sir. Did you also run did you also run a cable from child node to the parent or no? So just the child node directly to your laptop and the internet was working. You don't see a go black icon. [silence]
39:00
Speaker 1
Yeah, and then, I've also... Oh, God. I've also turned the Wi-Fi off on my laptop, so the only connection going through is through the ethernet, and it's working, so I don't understand how that... because it's still flashing that, so. Yeah. [silence] Yeah. [silence] Yeah.
40:00
Speaker 2
[KEEP_UNCERTAIN] Okay, instead you see the monitor-like icon at the lower right corner, okay, ooh, okay. Maybe the LED light of this child node, that might be actually faulty, but, uh, so, Richard, um, did this child node come together with a parent node the moment that you, um, okay, might be you want to reconsider like, you know, um, getting a new router from the GigaClear, is that, uh, I mean, do they work like that, sir, like, uh, you request for... [silence]
40:00
Speaker 1
I don't know. You could probably request, I mean, I'm sure they make you pay some sort of fee, but I'm talking to the ticket though, haven't I? We've raised the ticket of G-Clear. So we'll let you know. We'll let them know that we spoke to you and sorted it out. But for child notes still. yeah. Yeah, okay. Yeah, okay. I can do that. That's fine. That's fine. [silence]
41:00
Speaker 2
and your router and then you can just send this one back to them. okay. yeah because, uh yeah, cuz uh you know though the internet is totally working in the child node but seeing a flashing red LED light is really not you know very good thing and so maybe sometimes it can really cause some problems so it's much more better to request a new uh router from the Gigapeer, okay. okay so when you already receive the new uh child node um sir Richard cuz I'll be sending you some troubleshooting instructions. So the first instruction there is on how to add a child node.
41:00
Speaker 1
Okay, yeah, cool. Uh, no, that's all fine. Thank you very much for your help. Cheers, you too. Have a good evening. Bye bye.
42:00
Speaker 2
so just follow that step, cause it's actually a video tutorial. Okay? cool, thank you so much sir Richard. So, would there be like, might be anything else that I can help? Thank you so much as well sir Richard. Have a good one, okay? bye-bye. Bye for now.
42:00