V2 Rubric Detail — 14ad615e-794e-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 15:19
Duration
19m 52s
Contact
Ryan Stripe
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135988
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.5% (-9.5)

V2 Grader Summary

The agent applied an incorrect troubleshooting method (5-press) for a SPNM MX42 model that requires the Pair button, resulting in materially inaccurate technical guidance. While call control and ownership were maintained, the resolution was flawed by KB standards, and customer effort was increased by redundant requests for information. No verification of successful mesh integration occurred, leaving the outcome only partially addressed.

V1 Case Analysis

Customer reported a child node showing solid purple light (disconnected). Agent incorrectly advised 5-press reset method for SPNM42, which uses Pair button. No fix confirmed. Ticket LPS00135988 created.

Troubleshooting Steps
  • Asked for and captured serial number (56TT20M19T10C0849)
  • Identified parent (solid blue) and child (solid purple) nodes
  • Instructed 5-press reset on parent node to add child node
Key Observations
  • Agent incorrectly advised 5-press method on SPNM42, which is not supported (Pair button method required per KB).
  • Serial number was successfully captured and could have been used to identify correct model and pairing method.
  • Agent failed to verify successful pairing; blinking red LED indicates failure, not success.
  • Communication included long silences and unclear instructions, contributing to customer confusion.
Positive Highlights
  • Successfully captured customer's serial number (56TT20M19T10C0849) which could have enabled accurate model identification.
  • Captured customer name (Ryan) and email (davidstrad63g@gmail.com) for documentation.
  • Provided a valid ticket number (LPS00135988) for future reference.
Agent Errors / Gaps
  • Incorrectly advised 5-press reset method for SPNM42 model (supported models listed in universal_5press_models.md exclude SPN family).
  • Misinterpreted blinking red LED as normal behavior; per KB, this indicates pairing failure or error state.
  • Failed to use captured serial number to confirm model and apply correct pairing procedure.
  • Did not verify successful pairing outcome; incorrectly stated child node was successfully added when it was not.
  • Poor call control with long silences and fragmented instructions.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent claimed success when child node turned solid blue but did not verify mesh integration or stable connection; customer never confirmed functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified purple light symptom and instructed repositioning and reset, but skipped model-specific validation and correct pairing method per KB.
R3 Not Met Correct resolution path conf 95%
Agent selected 5-press reset for SPNM MX42 model, which KB explicitly states requires Pair button method; wrong path chosen despite available correct option.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about light status and followed symptom→action flow but failed to diagnose root cause or confirm model compatibility before prescribing fix.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used 5-press method despite KB stating it does not apply to SPNM MX42; no use of model-specific documentation or tools to confirm correct procedure.
T3 Not Met No misinformation conf 95%
Instruction to use 5-press on SPNM MX42 is materially incorrect per universal_5press_models.md; KB requires Pair button method for this model family.
Communication
C1 Met Clear & professional language conf 90%
Agent framed interaction, gathered required info, guided step-by-step, maintained control, and closed with ticket number and summary.
C2 Partially Met Confirmed understanding conf 75%
Agent used consistent tone but did not adapt to customer’s fragmented communication or confirm understanding during critical steps like reset instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, completed documentation, and provided ticket reference without avoidance.
O2 Partially Met Proactive follow-through conf 80%
Agent gave immediate next steps and ticket number but set no follow-up plan or timeline to verify resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact with no handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue was within L1 scope for node pairing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent used polite language but did not acknowledge customer effort or frustration; empathy was procedural, not personalized to repeated attempts.
X2 Partially Met Tone & rapport conf 75%
Agent maintained script despite customer’s pauses and confusion; no adjustment in pace or simplification of technical instructions.
X3 Not Met Overall experience conf 85%
Agent repeatedly asked for serial number and email despite prior attempts, forcing repetition and increasing customer effort unnecessarily.
Call Transcript30 turns · 31 lines
Speaker 1
Hi, would this be the fun number to call about my Linksys Wi-Fi router to fix it? what the number underneath it? What the serial what the serial
02:00
Speaker 2
Thank you. This is Alice. How can I help you? I see. Can you provide me a serial number of your links to router, sir? Yes. Thank you.
02:00
Speaker 1
them and be out by the floor. No, D. Yes, D for David.
03:00
Speaker 2
Yes? The serial number, serial number of your lignsestructor. All right. Let me repeat again. The serial number is 5, 6T for Tango. T for Thomas, T for David, 2, 0, M for Mike.
03:00
Speaker 1
Mm-hmm. Mm-hmm. Yeah. Yeah. Yeah. In the house. We have three. Yes. Yes. Yeah. Yeah. So we decided to.
04:00
Speaker 2
one, nine, T, one, zero, for Charlie. zero, to eight, four. Nine. All right. So your Linksys router is model S, P, and Mx, 42. Uh, how many Linksys rour do you uh have, sir? So these are all the same models. Hello, sir. Are they all the same model, SPN MX, 42?
04:00
Speaker 1
this is purple this is sick purple let's check it hello no it's just it's not the main one it is um one of the other ones that is purple it's not the main one I don't I'm not sure I don't think it's the main one um it's I'm pretty sure it's um the one that's connected that is yellow I mean purple
05:00
Speaker 2
Huh? What's the status of the light? The color of the light? Uh, are the three of them purple or only the main? Hello? Okay, so you have your linksys router. Uh, the main uh node or the one that's connected to your internet provider is okay. Let's just uh verify.
05:00
Speaker 1
Yes. What's name? One second. Internet Provider. Hang on a minute, please. Sorry, sorry, it is Hay broadband, our internet provider. Yes. [silence]
06:00
Speaker 2
You have three linksys nodes or router right, one of them is connected to your internet provider, which is uh your linksys. I mean, your internet service provider is um What name? Yeah, your internet provider. Hello? Hey, what's the internet name? Hey Bro, band. So, the one that's connected to your hey broadband. That linksys router. that is your main router or parent notes. So, I want to know what's the [silence]
06:00
Speaker 1
purple, it is purple. The main one is blue and the purple one we have connected to it is purple. Hmm. One is showing blue, solid blue. One is showing solid purple.
07:00
Speaker 2
[silence] it's going to show purple. Is it purple? [silence] [silence] Blue. [silence] [silence] Okay. [silence] So the main one that's connected to your router, [silence] [silence] [silence] modem, [silence] is showing a solid blue light, which means it's connected and online. While the other two links your router, you have. One of them is showing a solid blue light also. Okay. [silence] [silence] Okay. So the other one that's showing solid purple. Is that wirelessly connected or is that
07:00
Speaker 1
[silence] it's [silence] it's widely connected does that want to say wireless yeah I don't have to put it next to it I don't have to bring them together yeah [silence]
08:00
Speaker 2
[ silence ] sit's wired to your main node. Is it wireless? Wireless? [ silence ] Alright, that's good. So you have two wireless linkswitch [ silence ] Vor so we will call them child nodes. So one of the child node is disconnected since it's showing a solid purple light. [ silence ] So we're just going to add the add that child node. [ silence ] I need you first to place that child node near the parent node, the one that's connected to your hey broadband. That's your parent node. So I need you to bring the. Yeah, you have to bring the child node that has a solid purple light near your parent node. [ silence ]
08:00
Speaker 1
It's it's together now. Yes. Ryan, stride. Yeah. Yeah. Yeah.
10:00
Speaker 2
yes all right so since you have just unplugged that from the power outlet and you will plug it back to a power outlet to turn on that child note so let's just wait for it to slide to stabilize while waiting for it slide to stabilize uh may I know your name sir ryan and your last name ryan and your last name stripe is it spelled as S T R current the current as I
10:00
Speaker 1
Hi. The name would you need the name for a document well I gotta Okay
11:00
Speaker 2
I.P.E. SDR IP E. Is that correct? Your last name, Ryan may know. Email address, it's for documentation, because we need to document your case. We have to document your calling for lynx's technical support, it's part of the process. So your email address, Ryan, is [silence]
11:00
Speaker 1
What do you need? [silence] Is everybody ? [silence] [silence] Charlie short 63G. [silence] David Strad 63G. Yeah. I. Oh, no. Okay [silence] [silence] Can you hear me now? [silence]
12:00
Speaker 2
Hello. Ryan. Your email address. Hello Ryan I can hear you. Can you speak closer to your mic? Your voice fades out. Yes. So what's your email address. I didn't hear the first words. I only hear the at gmail.com. So this D at gmail.com. Is that correct? All right. Thank you, Ryan. All right. What's the status now of your child node? Is it solid purple? Okay. Now we're just going to use the five cross method to add your child node to your parents.
12:00
Speaker 1
sorry. lod. holy. [silence] holy.
14:00
Speaker 2
So, press the reset button on your parent node five times, and then let go. Once you're done pressing the reset button on your parent node five times, just wait for it to blink. Okay, uh, check also on your child nodes. Uh, your child node should start blinking too.
15:00
Speaker 1
Okay. Okay. Okay. It's just saying go don't. Right now. It is saying go the charmed don't. Yeah. So it is saying it's blinking red.
16:00
Speaker 2
[silence] clicking on your parent node five times, its light should start blinking. [silence] And then it will return back to a solid blue. [silence] And then your child node will also start to blink. [silence] Pardon? [silence] It's a solid blue now? [silence] Okay, that's great. [silence] Once your child node turns solid blue, it means it's already added to your parent node, so it's already configured successfully. [silence] So if it did change its light, if it blinks red, you don't have to worry because it will return back to a. [silence]
16:00
Speaker 1
Okay. Thank you. Okay. Okay. Yes. No, no, no, I just want to confirm. Mm.
17:00
Speaker 2
Solid blue, you. Because sometimes when there's an interference or interruption on the transmission of data of your internet, uh it's light will have some changes. But you don't have to worry because when it turns solid blue your your child node is already added to your parent node. So it means it's already configured successfully. You're welcome. So once it's back to a solid blue, you can relocate or place your child node back to where it's original position is. Okay? So that is all. Ryan. All good now? No other concern? All right. So uh that's all. I'll provide you a ticket number before we end the call.
17:00
Speaker 1
One second. Let me write the time. What was this? The name. C. 2 what 2T? Okay. yeah. 1. 3. 8. 8. what's the code for? [silence]
18:00
Speaker 2
so your ticket number is L for lima T for Tom no only one P for Thomas S for Sam zero zero one three five nine eight eight [silence]
18:00
Speaker 1
Exactly. Yeah. Thank you. Thank you. Okay. You too. Okay. Good bye. Thank you. Bye.
19:00
Speaker 2
this is your ticket number uh it's lps 00135988 so in case you have issues, again, with your router, you can call us back and provide that ticket number as a reference so that you won't have to reiterate brain your information because you already have a record in our system. You're welcome. It's my pleasure to assist you, Ryan, and thank you for calling Lankton. Once again, this is us. Have a great day, Ryan. You've been great at your notes. Take care. Bye. You're welcome. Bye.
19:00