V2 Rubric Detail — 1be0da7e-7015-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 21:38
Duration
15m 58s
Contact
Michael Mullaney
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134673
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_CN got disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+19.6)

V2 Grader Summary

The child node was successfully restored to the app and turned solid blue, indicating partial resolution. The agent conducted appropriate troubleshooting using the app and 5-press method, provided clear next steps, and maintained ownership despite the device being out of warranty. While minor inconsistencies in reset timing were noted, the overall guidance was technically sound and effective.

V1 Case Analysis

WHW03 child node solid red. Performed proper reset (hold reset until solid blue), advised 5-press pairing on parent, and instructed to wait 5 min then relocate. Node turned blue and reappeared in app. Out-of-warranty; offered $15 paid support. No case created.

Troubleshooting Steps
  • Verified model (WHW03) and parent node status (solid blue).
  • Guided customer through proper reset of the child node (hold reset until solid blue).
  • Explained 5‑press pairing on the parent node and how to re‑add the child via app/web UI.
  • Advised to wait 5 minutes after solid blue, then relocate the node.
Key Observations
  • Agent correctly identified the WHW03 model and gave accurate reset/5‑press pairing instructions.
  • Agent stated the device was out of warranty and offered paid support, which aligns with policy for out‑of‑warranty cases.
  • Call ended without a definitive confirmation that the child node re‑joined the mesh; final status remains uncertain.
Positive Highlights
  • Accurate technical guidance on reset and 5‑press pairing per KB.
  • Clear, polite language and empathy throughout the call.
  • Collected essential customer contact information and explained warranty status.
Agent Errors / Gaps
  • Did not obtain a clear confirmation that the child node was fully back online before ending the call.
  • Did not create or reference a HappyFox case number despite the warranty discussion.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirms at the end that three nodes are now visible in the app and the child node turned solid blue — indicating partial restoration of connectivity, though not fully confirmed stable.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through reset procedure, verified model via serial, used app contextually, instructed 5-press method appropriate to WHW03, and confirmed node reappeared in app — logical sequence advancing resolution.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty but still provided best-effort troubleshooting (reset, 5-press, app guidance), aligned with OOW standard to assist despite lack of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red LED as symptom, asked about prior events, confirmed model type, assessed reset attempt, and logically progressed to proper reset and re-pairing steps based on evidence.
T2 Met Appropriate tools / resources used conf 90%
Agent directed customer to use the Linksys app to verify node status, interpreted the app behavior (offline node), and used it as a diagnostic tool to confirm removal and re-addition — appropriate use of available tool.
T3 Partially Met No misinformation conf 90%
Agent correctly advised 5-press method for WHW03 (valid per KB), but gave conflicting reset duration: first said '3 seconds', then corrected to 'up to 30 seconds until solid blue' — minor inaccuracy in reset instruction.
Communication
C1 Met Clear & professional language conf 100%
Agent opened call clearly, maintained control throughout, managed transitions, and kept conversation focused on troubleshooting steps despite customer digressions.
C2 Met Confirmed understanding conf 100%
Agent used accessible language, repeated information when requested, confirmed understanding, and adapted to customer’s pace and confusion without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and followed through until customer reported improvement.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: reset node, perform 5-press, monitor app, wait five minutes if stable, then relocate — specific actions with timing and expected outcome.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper reset and pairing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, thanked customer multiple times, acknowledged effort, and ended positively — demonstrated empathy and professionalism despite OOW status.
X2 Met Tone & rapport conf 100%
Agent matched customer’s speaking pace, repeated instructions when asked, checked comprehension, and maintained engagement through resolution.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used existing app data, guided customer efficiently through reset and re-pair, and minimized extra steps.
Call Transcript20 turns · 24 lines
Speaker 1
Hi, one of my child nodes will not connect to the system. It's been solid red for a few days.
00:00
Speaker 2
Welcome to lynx, support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynx.com. Please have your device serial number ready. For assistance, press one. Now for out of warranty products, paid support may be, if. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling lynx. Yes. This is I how can I help? What's the color of the LED light of the child node?
00:00
Speaker 1
it's just it's it's just been solid red for a couple days um I tried um I went online and I tried um turning the the main one off and then seeing if it reconnected it reconnected to the other one but not to not to this particular one I have I have I have two I have one main one where the where the the internet is and then I have two child notes just the one the serial number is um 2O J 2O M as in Mary three four
01:00
Speaker 2
Oke. Was there any power outage happen or what happened prior to it getting solid red? How many do you have for the nodes? Uh-uh. Okay. And then how many child nodes are solid red? Just one. Okay. Can I have say the serial number? Let me double check.
01:00
Speaker 1
4A is an Adam. 1 9344. I'm going in. Did you put this in? My internet provider is spectrum. Um, can you repeat that again?
02:00
Speaker 2
Thank you so much. Let me just double-check that one here. And who is your internet service provider, sir, for reference? Okay. Right. This one, sir, shows as the model WH03. I'll just like to know if this is correct. The model number, sir, shows as...
02:00
Speaker 1
W. yes. uh. the main one you mean? uh. uh. why. yeah. yeah. the parent node is of the uh. uh. blue. uh. I tried. I unplugged it, plugged it back in.
03:00
Speaker 2
WHW03. Okay, thank you so much. And that's also um, the parent node is also WHW03. The main one, yes. Okay. I thank you so much, sir. So, um, what have you what's the color LED lights, sir, of the parent node? Blue, okay. And then what have you tried so far sir for the child node?
03:00
Speaker 1
I did the, um, I went online and I did a chat and they said to hit the, uh, reset button. I did that. And then it said to unplug the parent node, um, unplug everything and including the parent node. I did that and then put, plugged everything back in. It reconnected to one of the child nodes, but not to this one. I do. I. I'm in there now. [silence]. Well, right now I have it set up to my, um, it's my, my app. My, it's got my name, it's got the device is connected and it's got two nodes instead of three. [silence].
04:00
Speaker 2
Okay. So, do you have say the linksies up? Are you using it? Okay. Can you open linksies up for me? Up for me. Okay. And then what do you have sir? What can you see on the screen on the up?
04:00
Speaker 1
It showed that the other day I had three nodes and one of them was showing as not connected. Now it just shows it as two nodes. Can you can you repeat that? I'm sorry. I think like like 10 seconds until the until the light went out.
05:00
Speaker 2
Ah, okay. So, at least, um, uh, the reason why I let you open Cheryl's app, because there are sometimes that, um, it will show three nodes, but one node will show us offline. So we need to remove that one so you can re-add the, um, child node. So, um, did you remove it? Okay, okay, at least it was able to update on the app. So, how long did you press the reset button, sir, of the child node that is not working? How long did you press the reset button of the child node that is not working? Okay. Usually, sir, for this one, um, that is correct that you have to reset and press for about three seconds and then release. And you'll be able to see those three nodes running. Reset it until the light went out. However, you have to keep it holding until it will show up a solid blue, then that's the time that you let go of the reset. Usually that takes within 30 seconds. So, that's the proper reset. And then you have three options to add the child node back. So, once proper reset is done, then you have two options, which is to press the reset button of the parent node five times and then using the Lynxies app and then the web interface. But before we proceed further, sir, on that one, maybe you can provide me an email address for recording purposes.
05:00
Speaker 1
that is correct. First name is Michael. My last name is Mullaney. M-U-L-L-A-N-E-Y. area code 518.526.6543. it's right through. five feet.
07:00
Speaker 2
Thank you, sir. Let me just repeat that one, sir. That is m u m u m u l l a n e y @ yahoo.com. Okay. And first name and last name. Okay. And this is the best call back number in case the call gets disconnected, the one that ends in 6543. Okay. Thank you so much, sir. So, yeah, I think you just need to do a proper reset sir on this one. And then how far is the child node to the? Parent node. Five feet. That is good. Okay. So maybe we can try this one, sir.
07:00
Speaker 1
So do the reset now. And how how long how long do I hold the button for? Okay. I'm gonna push it.
08:00
Speaker 2
Just for, you know, isolation. you can do the reset series. Usually, it will take 30 seconds until the light went solid blue. Then you can let go.
08:00
Speaker 1
What's it called old. A little bit. That, isn't it? They can see flicker. got solid. Okay. I think it's solid blue. So I can let go. [ silence ] think it's back in solid red again solid red again solid red again solid red It's, uh, child node is blinking red. Oh, Okay. Thank you. It's showing is blue right now. Yeah, the child know the showing is blue. Yeah, it's not it's not showing up it's um it's not showing up on on the app. There is one it shows up as um one one of them as uh offline.
09:00
Speaker 2
for the child note. [silence] you may check on the app.
14:00
Speaker 1
Nope. Nope, no, it just did. Nope, it just came back. So for right now. three. Thank you very much. [silence] Thank you. You too, bye.
15:00
Speaker 2
can you okay all right how many child nodes or nodes are showing now free that's good so that means it's online sir so give it like maybe five minutes if it remains solid blue after five minutes you may unplug it and then move it to your preferred location then that will be good you're welcome sir and I'll just like to give you a heads up by the way sir that the device is actually out of warranty so usually for out of warranty devices we no longer provide further technical assistance but I just provided one time support for you so in case it needs to be further troubleshoot we do have a paid connect that that will cost you $15 for 60 minutes of troubleshooting but that's going to be for your future reference okay in case a key you're welcome sir have a good day now take care
15:00