V2 Rubric Detail — 1e6f511a-81e2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:19
Duration
28m 42s
Contact
816-564-6120
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137623
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up New system
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall19.4% (-0.6)

V2 Grader Summary

The agent initiated correct steps (reset, 5-press pairing) but introduced critical technical inaccuracies ('hot pink' LED state, irrelevant account/pass-through instructions) and failed to verify resolution or use diagnostic tools. Communication was fragmented and jargon-heavy, with no empathy or effort reduction, leaving the child node offline and the web interface inaccessible. No auto-zero triggers (e.g., discourtesy, abandonment) were present.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer repeatedly states the child node remains offline and web interface inaccessible; call ends without successful addition or resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guides reset and 5-press pairing but fails to verify node state, check connectivity post-steps, or confirm successful addition; stops short of full troubleshooting.
R3 Partially Met Correct resolution path conf 85%
Agent correctly initiates factory reset and pairing but introduces irrelevant actions (new account creation, pass-through mode, manual IP changes) not aligned with KB for adding a child node.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent never asks for model number, checks compatibility, or investigates connection issues—only collects serial numbers without diagnostic purpose.
T2 Not Met Appropriate tools / resources used conf 95%
Agent suggests private browser use but does not guide customer to admin dashboard, diagnostic logs, signal checks, or other tools required for diagnosing web access or mesh sync issues.
T3 Not Met No misinformation conf 95%
Multiple technical inaccuracies: 1) Instructs customer to wait for 'solid purple or hot pink' on MR7350 (Cognitive Mesh uses solid blue, not purple; 'hot pink' is undocumented). 2) Recommends irrelevant steps (new account, pass-through mode) for node pairing, contradicting KB.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks structure with long silences, no clear agenda, no summary, and agent fails to regain control when customer becomes overwhelmed or confused.
C2 Not Met Confirmed understanding conf 90%
Agent uses technical jargon (pass-through mode, DHCP, account management) without adaptation or simplification, and never checks for customer understanding despite clear confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent shifts focus to creating new accounts and reconfigure router settings instead of owning the core issue (node addition), and ultimately hands off without ensuring resolution.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timeline, or follow-up commitment provided; agent offers only vague suggestions ('try a few things') as the call ends with unresolved issues.
O3 Not Applicable Closure confirmation conf 100%
No indication this is a repeat contact; no prior case history referenced or required during the interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation occurred, and the issue (adding a child node) is within L1 scope; no valid triggers (hardware fault, legal risk, management request) were present to require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted based on the issue type and troubleshooting stage.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledges customer's frustration, repeated attempts, or confusion; interacts in a purely transactional manner without empathy or recognition of repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent maintains a single technical tone without adjusting pace, terminology, or engagement to match the customer's confusion, leading to repeated misunderstandings and unresolved issues.
X3 Not Met Overall experience conf 95%
Customer is forced to repeat serial numbers, reset nodes multiple times, manually reconfigure router settings, and troubleshoot web access independently—indicating high effort due to inefficient guidance.
Call Transcript43 turns · 50 lines
Speaker 2
Hi, I lost you. So I have a question. Um, I have another router that's a Lynx Sys router. It's not the same models as these, but I want to add it as a child node to these. Should I go upstairs and get it and tell you the model number or do I need to be standing next next to these with my phone? Do I need to bring it downstairs to add it or do I can I Okay, let me go get it. It's on top of a television. All right, let's see here. Let me see. and I don't have to plug it in with a uh ethernet cable, do I?
00:00
Speaker 1
Yeah, no need for Ethernet cable. Just the adapter. Mr. serial number. okay thank you all right i can see it here in my ad though yep you can bring that downstairs and you need to reset that one also back to factory default settings yep i will call you back that's good
01:00
Speaker 2
The model, what did you want from this? The model number a serial number or what? Serial number, 33 Charlie, 10. Echo, Mike, 29 Alpha, 07, 892. Okay. Okay. Let me get down here and then you can tell me how to do that. Let me see. If I lose you, call me back, okay? Oh, those look Oh boy, those are all blue right now. That's good. Okay. Let's see here. This is going to be a good day.
02:00
Speaker 1
Yes, but after you plug that in, wait for it to boot up first and once it will go blinking red, that's the time you press and hold the reset button to reset it. Press and hold.
03:00
Speaker 2
All right, so I plugged this one in and then to reset it, I, oh God, it's going to be a bad day. God darn it. We've got wires everywhere. these two nodes just unplugged, oh my god. knocked them down. All right, let me try this here now. Okay. so short re- Almost did it again. So to reset it, just press the reset button on the back of it, correct? Okay, it's red, so press it now.
03:00
Speaker 1
Hold until the light will turn off, then you will... Okay. You can let go. Yep. And wait for it to reboot and wait for the light to turn solid purple or hot pink
04:00
Speaker 2
[silence] Holding it. Blanking. [silence] Solid red. It turned off. Do I let go now? Okay. [silence]
04:00
Speaker 1
Okay. Mm-hmm. Okay. All right. So you do the five press on the parent node again to add it.
05:00
Speaker 2
All right. And let's see here. one of my child nodes. Okay. Both of those child nodes have turned blue of the MX2 2 2000. And I'm still waiting on the other one. Oh, they were blue. Now they're both red. Now they're both blue again. Okay. So they're connected to the Internet. That's good. So those will be ready to go and plug in. Okay. So it's pink now. Okay. Okay. Let me do those. 1, 2, 3, 4, 5. Okay.
05:00
Speaker 1
Then straightforward response. Yes, sir, same process. Yep. They are since they are all mesh nodes, yeah. Yes, sir.
06:00
Speaker 2
okay, okay, okay, got it. And so I also have another one of these upstairs. If I wanted to add it as well, I could do the same thing. And these are all compatible with each other? Oh, that's, oh, that's awesome. I'm going to finally have a really good network at my house. That'll be nice. So the child node is just blinking red. The parent node's solid blue. So that's good, right? Okay.
06:00
Speaker 1
Um, you can create a new account for this one. Thanks for checking. Here in my and um on your old account, you have specials at suncityinc.com for your old account? Yes. You can still use that one and link this new node that you have. Yeah. Yeah. Um, under this email that you have, there are two Wi-Fi
07:00
Speaker 2
Now, should I have two different accounts or should I have one account with everything underneath it? I should have two accounts. Yes. Yes. That, what okay? That's, that'll be good because that's what I'm kind of logged into now. What's my other account? What is it, what did I start my other account with? I'm going to put it in my phone one of my business. Can you tell that?
07:00
Speaker 1
more, uh, but the same model, the MR730, do you have like other emails, other than this one?
08:00
Speaker 2
I don't know because I have my work set up. So my work I have three MX 2000. Okay, so that child node's set up. So that's done, right? I can oh, no, it's not done. It turned red. Wait till it pulls an internet connection. Then after it pulls the internet connection, that's when I go upstairs and plug it back in. Okay. It's solid blue. So now we can take it upstairs and plug it back in, right? Okay. Let me go do that real quick. So I'll make sure that's set. And then I can rename everything. Maybe you can teach me how to do that and add them to the account. So all right. Plug this in here real quick.
08:00
Speaker 1
Yes, sir. And yeah, for your account before, sir, there are two MR7730 with different serial numbers that are connected to it before. Okay. Um yeah.
09:00
Speaker 2
because I've never had it set up correctly. okay, I want to plug this into the internet connection, correct? okay. Got that. Let this baby reboot up. Okay, I'm going to add this other child node while we're doing this because I might as well get all of them set up while I have you on the phone. We're doing it that way they're all correct. Do you need the serial number for this device? Okay, serial number for this device is 37T12215373. 0-M as in Mike, 28 alpha 03738. Okay, I'm gonna plug it in now. Let me see here. Okay, it's plugged in. Okay, so I wanna wait till it turns red, correct? Yes. And then I'm gonna hold it down. It's a solid red, push the button. Waitin' till it turns off.
09:00
Speaker 1
You can just add the main nodes, they will be on one network. So, just log in again, you're using the email and password and then set up new network or add a new network. You can have multiple networks because these two networks that you have before, they are not active anymore. So, they are all unlinked and yeah, not working.
11:00
Speaker 2
It's off. All right. Let that go through and let's deal. Allright. So, how do I add them all to this account, the one that I'm logged into right now? How many networks can I have under one email address? Okay, so what if we do this? If I give you the serial number of one of the ones that I have.
11:00
Speaker 1
Both the MR730 that you've given me earlier, both of them are hooked up to your account. Mm hmm. Okay. [silence]
12:00
Speaker 2
No, I under this one account. See this is just showing one. Oh, wow! What's that? OK. I'm logged into the thinking here. I show three nodes. My parent node here ends in serial number one, two, three. OK, so I'm in my house here. Alright, I got it. So, um, and here, um, it shows that one's offline. I don't know why. That one's ready to learn. Let me learn this one here real quick. One, two, three, four, five. So this is saying that this is in my home office. I don't know why, that's formed. new account says one, and other one offline. Good. [silence] So why aren't you sync
12:00
Speaker 1
Um, oh, so we'll just have to, yeah. Yeah. On the, um, for the first trial though that we added. [silence] I think it's still trying to reconnect because it will take three to five minutes for it to reconnect to the system.
13:00
Speaker 2
Let's check a few things. Power is on, make sure the node power cords are all plugged in and the light is on. Make sure the nodes are within range. So it's telling me that the link, sys ending in 7892 is not a child of it. It's showing it's offline. Do you want me to go upstairs and look and see what the color of the light is? Oh. Okay. Okay. Because it's plugged in via hard wire. And I see here, yeah, it's just a, it's just a solid red.
13:00
Speaker 1
Uh the first MR. Uh okay. I just give it a minute to process since we added a a wireless then it will go to uh as a where child knows. You plug that into the internet port of the router correct? Uh okay.
14:00
Speaker 2
Okay. So, so the three MX 2000s are fine, the parent and two children. But the one the first one we added that Uh, I don't know what model it is. The 7350 or something like that. The first one we added. It shows it's offline and it's plugged in up here, but it's solid red. Um, uh, Okay. Yes. On the back of it. Let me look and see just to make sure. Oh yeah. Yes. And it's blinking a little bit.
14:00
Speaker 1
Okay. Okay. Okay. Okay. You can also check your device list if it's there. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
15:00
Speaker 2
it's plugged into the yellow internet port. and the yellow light is. but it's just a solid red. let's see. where am I at here? let me go downstairs and see what this other one is doing. [silence] it's a solid blue down here. okay. maybe I should log Yeah. to go off and log back into the let's see, linksys. here we go. get rin routers, routers settings. This is saying five nodes under vTLOP setup. okay. And okay. The one of them shows connected. The one that ends in 738. I think that's the one I have down here in the basement. Yes. It shows it's connected, but it's connected via Wi-Fi. But the one upstairs is still offline. Should we try to reset it totally? [silence]
15:00
Speaker 1
and their fate, not the app. Yes, sir. Add it as a child one. [silence] [silence] So, so make sure your computer is connected first to your new network. [silence]
17:00
Speaker 2
[KEEP_UNCERTAIN] So I need to get on a computer? Okay let me go up and give you. Okay, let me go upstairs and get on my computer and you can walk me through this here. Hopefully we can get it done before I have to go to work here. Let's see. All right, my computer. Okay, so on my computer, let's turn this off. Okay, so I need to go... Okay. It's logging in and then I'll change the Wi-Fi. My computer's...
17:00
Speaker 1
So once your computer is connected to the network, can they open up a browser and access myrouter.local?
18:00
Speaker 2
Running a little slow hooking up. Let's see. Here we go. All right. So now we gotta go to Wi-Fi VLAP. Set up. There we go. All right. It says that I am connected to it. Where would you like me to go? What should I do with the computer? Oh yeah, that's right. Okay. M Y R O U T E R. L O C A L. [silence]
18:00
Speaker 1
Then just log in using the router password. [silence] You can access the.
19:00
Speaker 2
Okay, it's taking it's time. All right, okay. For some reason it's not going there. Come on, now. I wonder if there's a conflict with with the other router.
19:00
Speaker 1
Can I double check if you are connected to the MX 2000 parent node? Okay. What error does it show on the page?
20:00
Speaker 2
I cannot access the Web Interface. [no audio] I love to stay here. Okay, it's not accessing the Web Interface. I am. I'm connected to BL op setup B6 5. It's just spinning. It's not, it's not connecting. [silence]
20:00
Speaker 1
tried to okay you can also try to use a private window yeah the parents node or do you have other network uh yeah you should turn off that one too that might also conflict your connection okay
21:00
Speaker 2
Let me try to close the browser. In private. What? Private window. Okay. Let me go to a private window. New private window. Okay. http://myrouter.local. I'm in a private window trying to see if that'll work. I wonder if I should turn off the Wi-Fi from the main. Okay. Um yeah. Yes, Ma'am. I'm going to do that right now. Um let me see here. How do I do, how do I get (let's see here, this here, this here, right?), and then we gotta get a Wi-Fi and I need to log into it. Hold on one second. See here. All right, here we go. Oh, Wi-Fi.
21:00
Speaker 1
Okay. I'm gonna be
23:00
Speaker 2
[silence] advanced advanced options off. [silence] turn these all on here. shall we get off off off off? Okay. All right, my Wi-Fi is OFF. [silence] all the Wi-Fi is off on this. Should I put this in pass through mode?
23:00
Speaker 1
Router. Um, yeah, you can use it as a pass-through.
24:00
Speaker 2
So, my AT&T router, should it be in pass through? [silence] Yeah, I wanna... okay, allocation mode, pass through. [silence] already got that set up. Pass through, fixed MAC address. Uhm, okay. [silence] What is this thing doing here? [silence] All right, so I'm gonna change this to a pass through mode. Default internal server address, we gotta think, see here. Let's save that. Uh, firewall, advanced, all that's off. That gaming. Okay, we don't have any rolls there. Disable packet filters. Okay. I believe that's all correct there. So now, uh, we need to check this to see what the IP address is of this. Okay. Let me see here. Seven halves and DHCP. Okay. It should be two, four, five. And this should be eight, one. This is It should be a one. This should be a one. Okay, because it's going to pass through. All right, so we got all that. Save. Okay. 192. 162, two-zero are complex with connection's IP address. 192. 162.120. Okay. Three, oh, damn. Why did it do that? Hold on. I know what I did wrong here. This needs to be a three. This needs to be a one. I'm almost done with this. I'm sorry, this is taking me so long. One, changes to a one. All right, so we got that, that, that, that, that. That's all good. We're going to save that.
24:00
Speaker 1
But also try to use a different web browser if that one still works.
27:00
Speaker 2
Okay, let's see if I can, my router.local. I'm still in the V log set up. And I'm not able to log into it with my Mac. I'm wondering, um, let's see here. If I go into the V lo setup, Uh with my phone, and I go to Advanced settings, internet settings, automatic DHCP. Let's click that and see what this really do. Okay. What's going on here? Local network settings. It's a DHCP
27:00