V2 Rubric Detail — 1d62f86a-79ec-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 10:10
Duration
6m 22s
Contact
Peter Marshall
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136139
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: New House_MX4200

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall41.1% (-14.9)

V2 Grader Summary

The customer confirmed a working connection and solid blue LED, indicating the issue was resolved. However, the agent failed to perform logical diagnostics, skipped essential tools like the web UI, and provided a poor customer experience through repetitive questioning and lack of empathy. While technical accuracy on LED meanings was correct, root cause analysis and troubleshooting were inadequate.

V1 Case Analysis

Customer reset MX4200 after ISP change. LED cycled through red, purple, white, then solid blue. Customer performed speed test with success. Agent incorrectly stated solid purple indicates successful factory reset. No modem/WAN verification performed. Case not created.

Troubleshooting Steps
  • Guided customer through a 10-second factory reset using the reset button.
  • Observed LED state changes (flashing red, solid purple, flashing white, solid blue).
  • Confirmed customer-performed speed test on iPad.
Key Observations
  • Agent incorrectly stated that solid purple LED indicates a successful factory reset (timestamp 02:00), contradicting KB: solid purple means 'ready for setup', not 'reset succeeded'. This is a critical LED misinterpretation that directly contradicts led_intelligent_mesh_consumer.md.
  • Repeatedly asked for model number and ISP name despite customer already providing them (timestamps 02:00, 03:00, 04:00), causing inefficiency and confusion.
  • Did not verify WAN/Internet port LED status or modem connectivity before declaring the issue resolved, missing a key troubleshooting step per universal_isp_modem_diagnostics.md.
  • Did not guide customer through setup wizard after factory reset, despite the router entering solid purple (setup mode) and the customer changing ISPs, which often requires manual configuration per velop_router_setup.md.
  • Customer email was phonetically spelled (B.M.W. as in the car, Bar [unclear] Wi-Fi me.com) and captured as bmw@wi-fi.me.com, which is acceptable normalization.
  • Customer performed speed test independently and reported success, suggesting possible connectivity, but WAN validation was not performed.
Positive Highlights
  • Polite and patient tone throughout the call, supporting COMMUNICATION score.
  • Correctly identified the factory reset procedure for MX4200 (10-second reset button press) per universal_factory_reset.md.
  • Confirmed that the router eventually displayed a solid blue LED, which per KB led_intelligent_mesh_consumer.md indicates online and healthy status for Intelligent Mesh systems.
  • Acknowledged the need to create a support case and attempted to collect customer contact information, following PROTOCOL expectations.
  • Allowed the customer to perform a speed test, which indicated possible internet connectivity.
Agent Errors / Gaps
  • Misstated that solid purple LED indicates a successful factory reset (timestamp 02:00) — per KB led_intelligent_mesh_consumer.md, solid purple means 'ready for setup', not 'reset succeeded'. This is a critical LED misinterpretation and a direct contradiction of the KB.
  • Repeatedly asked for model number and ISP name after customer already provided them (timestamps 02:00, 03:00, 04:00), causing inefficiency and violating PROTOCOL expectations for information tracking.
  • Failed to verify WAN/Internet port LED status or modem connectivity before declaring the issue resolved, missing a key troubleshooting step outlined in universal_isp_modem_diagnostics.md.
  • Did not guide customer through the setup wizard after factory reset, despite the router entering solid purple (setup mode) and the customer changing ISPs, which may require PPPoE/VLAN configuration per velop_router_setup.md.
  • Did not confirm whether the solid blue LED was on the parent node or a child, nor verify if the router obtained a valid WAN IP address, leaving resolution status ambiguous.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms: 'Yep, I'm doing a speed test on it and it seems to be working' and reports solid blue light — indicates resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped foundational troubleshooting: never confirmed modem status, ISP type, or guided through setup wizard; relied solely on LED observation without verifying connectivity path.
R3 Partially Met Correct resolution path conf 80%
Factory reset was appropriate, but agent failed to confirm whether the device was in-warranty or if ISP-specific setup (e.g., PPPoE, VLAN) was needed post-reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
No root cause established — agent assumed reset was needed without diagnosing why the unit failed (e.g., firmware, ISP change, configuration drift); treated symptom (LED) as cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent should have directed customer to access http://192.168.1.1 or myrouter.local to confirm WAN status and complete setup — a basic tool for Intelligent Mesh devices; omission affected diagnostic completeness.
T3 Met No misinformation conf 95%
Agent correctly stated that solid purple = ready for setup and solid blue = online on MX4200 (Intelligent Mesh), consistent with led_intelligent_mesh_consumer.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control but repeatedly asked for model, provider, and name without acknowledging prior answers — poor flow and no clear framing of next steps.
C2 Partially Met Confirmed understanding conf 75%
Used simple terms but failed to adapt when customer expressed confusion (e.g., 'pinky purple', 'via an app called plume'); no comprehension checks or clarification attempts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent attempted to create a case but admitted 'there seems to be no record created in our end yet' — ownership not fully established or confirmed.
O2 Not Met Proactive follow-through conf 90%
No next steps or timeline provided; customer was told to 'hold for 2 more minutes' but call ended abruptly without confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; first contact confirmed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed despite customer’s repeated confusion and frustration (e.g., 'What does that mean?', multiple resets); interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pacing; continued asking redundant questions while customer struggled to describe LED states and setup process.
X3 Not Met Overall experience conf 95%
Customer repeated provider name, model number, and serial number multiple times due to agent’s failure to capture or acknowledge information — unnecessary effort.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to Lynxis support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Lynxsys. My name is Ven and I'm going to be today. [silence] You mentioned, did you change your internet providers?
00:00
Speaker 1
[silence] What does that mean? I presume that's pressing the button on the bottom of the MX 4200 for 10 seconds is it? [silence] went purple for a short time. Let me just let me just reset it again. It's going red. It's It's flashing red but I hold it for 10 seconds and then it the light goes off. So that's done about 10 seconds. So now I'm I've got no light on it at all. This is connected from this is it's connected from the the root whatever it is the modem or router by ethernet cable to the
01:00
Speaker 2
did you factory reset your mesh system as well yes and if it's in a ready to set up mode did the light turn to solid purple all right you need to all right all right that's how you can tell [silence]
01:00
Speaker 1
It's now gone to solid blue. Now it's turned. On what? Right. Okay. Yeah, that's what I'm doing . I've done that. It's now it's now pulsing blue and I think it will go purple after a time then. MX 4200. Oh, the serial number? The serial number is 50W 10 M for mother, 54 C for Charlie 0.
02:00
Speaker 2
Once again, that's how you can tell that the unit turned or performed a factory reset. If your Linksys turns to a solid purple, that's an indicator that you performed the factory reset properly. What's the specific model attached underneath the Linksys router? Once again, what's the specific model number attached underneath the Linksys router? Alright and what's the serial number for it?
02:00
Speaker 1
3286 it's now gone purple it's got a purple tinged light on top now it's pink it's a pinky it's a pinky purple by the way that sort of it's more pinky than purple but um what did you say my who is my new internet provider it's a company called yeah it's a completely different hub and everything so now it's gone oh it's gone white and it's flashing white it is who uh what is the name of the internet provider they are no Fibrome FibCredit Oh, you there.
03:00
Speaker 2
all right, who's the new internet provider as well? [silence] who's your new internet provider as well? [silence] Yes. Since you changed to different house, [silence] once again, who's the new internet provider? What's the name of the internet provider?
03:00
Speaker 1
via an app called **plume** it Yes to be matters No, it's just model number mx4200 and that's it yeah Now I've got a solid blue light on it now it's Peter Marshall yeah [silence]
04:00
Speaker 2
On the MX 4200, is there, on the model number some letters attached to it? MX 4200 yes. Okay. All right. Thank you so much. Let me quickly double check everything in my end. Yeah. And may I know who am I currently speaking with as well? All right. Mh-hm. Yeah. Could you hold on saving for 2 more minutes since it's currently trying to pair up. Once again, may I know who am I speaking with? Peter Marshall. Peter Marshall. All right, Peter. There seems to be no record created in our end yet for
04:00
Speaker 1
Yeah, it's B. M. W. as in the car, Bar 비리 비리 그의 Wi-Fi me.com. that's it. light is blue I'm just going onto my iPad I'm going on to the iPad and it shows it shows that it's it's active. so it looks like it might have it might have done the job. so. right right okay.
05:00
Speaker 2
or you can have your email address so I can create one for you.
05:00
Speaker 1
Yep, I'm doing a speed test on it and it seems to be working. So that's all right. Okay. Thank you very much indeed. Thank you very much. You gave me your help. And you. Bye-bye now.
06:00
Speaker 2
This point on since they get into solid blue. All right, if there's nothing else. Once again, thank you so much for calling links. Take care and have a great day. Bye bye for now.
06:00