V2 Rubric Detail — 22ddbc58-7aaa-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 08:50
Duration
27m 1s
Contact
+447769971305
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.0% (-1.0)

V2 Grader Summary

The agent achieved partial setup success with customer confirming local Wi-Fi connectivity, but provided materially incorrect technical information about firmware and failed to verify internet access. Communication was disorganized and empathy limited, though ownership was maintained. No critical compliance failure occurred to justify auto-zero.

V1 Case Analysis

Customer set up MX4200 mesh node (serial 50M10M58C006336) in garden office, connected to Plusnet router. Agent provided reset and 5-press instructions; customer reports node now linked and devices can connect. Ticket #36317.

Troubleshooting Steps
  • Collected model and serial number
  • Instructed factory reset (hold reset until solid blue)
  • Guided 5-press pairing method
  • Verified default Wi-Fi SSID broadcast and connection via Linksys app
Key Observations
  • Agent made a materially false claim that the MX4200 firmware is ISP-only and cannot be sold on Amazon, which is contradicted by the device being available on Amazon and the KB.
  • Agent used the 5-press method as a pairing procedure, but per universal_5press_models.md, it is an LTS escalation tool, not a standard setup method for MX4200.
  • Agent failed to guide the customer through the correct setup flow: accessing http://192.168.1.1 or using the Linksys app for initial configuration of a standalone Velop node.
  • Warranty and support eligibility were never discussed despite the customer providing the serial number.
  • Customer reported success, suggesting the 5-press may have triggered a recovery state, but the agent’s guidance was not technically accurate.
Positive Highlights
  • Agent correctly identified the need to reset the node and instructed the factory reset procedure accurately (hold reset until solid blue), per universal_factory_reset.md.
  • Agent created a ticket number (36317) for the customer, providing a traceable support path.
Agent Errors / Gaps
  • Incorrect claim at [05:00]-[07:00] that the MX4200 has ISP-only firmware and cannot be sold on Amazon. This is factually wrong and not supported by any KB.
  • Advised the 5-press method as a pairing procedure, but per universal_5press_models.md, it is an LTS escalation tool, not a standard setup method for MX4200.
  • Failed to guide the customer through the correct setup flow: accessing http://192.168.1.1 or using the Linksys app for initial configuration of a standalone Velop node.
  • Did not verify whether the MX4200 was intended as a parent or child node before giving reset/5-press instructions.
  • Did not collect or confirm warranty status or support eligibility despite having the serial number.
  • Provided vague, unstructured instructions with long silences and no step-by-step confirmation.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed local Wi-Fi connectivity ('my computer and my phone is currently linked up') but no verification of internet access or final node placement in garden office.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset, 5-press, and app setup but skipped verification of WAN connection, internet handoff from Plusnet router, cable integrity, or IP assignment.
R3 Met Correct resolution path conf 90%
Agent proceeded with setup despite device being out-of-warranty or ISP-bundled, provided troubleshooting instead of dismissing, and offered ticket number for follow-up — aligns with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified red LED as symptom and asked for model/ISP, but failed to ask about physical connections (WAN cable), power status, or perform logical root-cause analysis (e.g., check if Plusnet router supports bridge mode).
T2 Partially Met Appropriate tools / resources used conf 80%
No use of admin dashboard (192.168.1.1), app verification, or remote tools; however, agent relies on customer-side app which is acceptable for consumer mesh setup — tool use was suboptimal but not entirely absent.
T3 Not Met No misinformation conf 95%
Agent claims MX4200 has 'no factory firmware' and is 'only provided by Fiberme' — this is contradicted by the KB which lists MX4200 as a standard Intelligent Mesh Consumer model.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent frames intent to help and stays on call, but long silences, garbled speech ('astronomical curve transcribe speed bound to Sparkly fun'), and disorganized flow indicate loss of control at key moments.
C2 Partially Met Confirmed understanding conf 80%
Agent uses some plain language but fails to confirm understanding after complex steps; customer repeatedly asks 'should I?' and 'what do I do now?', indicating confusion not fully addressed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer, completes setup guidance, and provides LTS ticket number — clear ownership demonstrated.
O2 Partially Met Proactive follow-through conf 80%
Agent provides ticket number and says customer can call back, but gives no timeline, no proactive follow-up commitment, and no clear next steps if issues arise post-move.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolvable at L1 with correct information.
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 85%
Agent does not explicitly acknowledge frustration or apologize, but remains polite and continues helping; tone is flat but not dismissive or impatient — lacks strong empathy but avoids discourtesy.
X2 Partially Met Tone & rapport conf 80%
Agent continues with instructions despite customer confusion, but does adjust pacing slightly and confirms connectivity steps — partial adaptation, but could have simplified language.
X3 Partially Met Overall experience conf 75%
Customer repeats questions and seeks clarification multiple times, but agent avoids re-asking documented info and guides to completion — some friction, but effort is reduced compared to full restart.
Call Transcript43 turns · 47 lines
Speaker 1
Hi there. Um, can you hear me? Great. Okay, so I bought a Linksys router, um, recently and I'm trying to pair it, well, I'm trying to connect it to my router in, my existing router inside the house because the Linksys one is going to be in the garden office. Um, so, what's the model? What is the model? [silence]
00:00
Speaker 2
Welcome to Lynxsys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Hi, thank you so much for calling Lynxsys, this is Trash, how can I help you? Yes, I can. What's the model number of the router? Yes.
00:00
Speaker 1
Let me just look. I think it's the A.C. I'm just trying to find it. Okay, the model is I think it's the A.C. 4200. The what number? Okay. O.K.? Okay, here we go. Um, I have a model number. Is that what you need? Yeah. Oh, it's an MX 4200. And then the serial number, serial number's 50M10M58C006336. Sorry? Oh, um, one second, Virgin. Tom, are we Virgin or Vodafone? Oh, yeah, Plusnet, Plusnet. Um, the main router. What's the serial number? Where would that be? It doesn't say.
01:00
Speaker 2
Okay, what's your serial number? Hey. Okay, who's your internet service provider? Who is your internet service provider? What's the model number of your original router, domain router? Yeah. [silence]
02:00
Speaker 1
on it it doesn't say that um yeah just what do you mean as in the Linksys? Yeah, just one route. router. I don't have a Linksys device. I have sorry I have a Linksys device. I I've given you the me I've given you the Serial number. I have one that I want to go in the garden office. and I'm trying to link it up with my plus net uh router in the house. Where did I purchase the Linksys? Linksys on Amazon?
03:00
Speaker 2
On the parent node, on the main node, there's no model. How many nodes did you purchase by the way? Only one? So, what's the model number for your main router or main Linksys device? So, this is the only one. Okay. Okay. Okay. Where did you purchase this? Where did you purchase it? Yes.
03:00
Speaker 1
Probably about five, four days ago, five days ago. why is this relevant? okay. let me just look third of July. why why do you need all of that okay? um ESER.
04:00
Speaker 2
[KEEP_UNCERTAIN] Okay, and when did you purchase it? So, when exactly was that? [silence] Can I have your full name and your email address for documentation purposes? [silence] This is for documentation purposes, so I can create a case here in our system.
04:00
Speaker 1
Okay. I just, I don't really need that. I'm just is just want you to help me with the setup. Because I've spent quite a lot of money on this. I don't want you to like have my email address. I don't want any emails from you guys. I just want you to help me with the setup. So I'm sure you can skip this bit. Um so, can you help me with the setup now? Please.
05:00
Speaker 2
Okay, um, sure. uh, just to set your expectation, um, it shows here that this device that you have is a um, is a is a uh bund Interest, uh uh unit from the interest service uh from a specific internet service provider, Fiverr me. um, we have astronomical uh curve transcribe speed bound to Sparkly fun. um, . . . . .
05:00
Speaker 1
Well why is it, why are you selling it then? Why are you selling it and profiting from it? It's like... Well, it's sold by Lynxie, so.
06:00
Speaker 2
Problems with the firmware of this specific model, but we will just try to set it up. Uh... to connect it to your... Uh... Actually, ma'am, this shouldn't be this shouldn't be sold to the to Amazon or any local store because again, this is a bundled device. It should only be provided by the specific uh internet service provider Fiber Me. But I'm not so sure why it's sold on Amazon. Uh because sometimes there are just um customers who sell this to Amazon and then Amazon sells it to um other customers as well. But for now, um we will just try to set it up. So, what you said, it was Amazon. You purchased this... [silence]
06:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, but it's from the's store. Well, that's what it says. It's a page on Amazon. So you do. Okay, well, can you just help me set it up because this is ridiculous. Can you just help me?
07:00
Speaker 2
{[silence]} we do not have linksister ma'am. Yeah, that's the thing man: this exact model we provide or we this is paired or this was originally bundled with internet service provider Fiberme. So technically, the hardware of this device is from Linksys, but the firmware is only provided by Fiberme. There is no factory firmware for this. {[silence]} Yes, of course. Yes, of course. That is just what I meant you there.
07:00
Speaker 1
Okay, so what I've done so far is I've brought the Linsey's, is it called a node? Do you call it a node? the router, then, but I brought the node next to my plus net router. And I plugged the power, I put it, obviously I put the plug the node into the power socket. And then I also use the internet cable into the my plus net router, and then into the internet. there's there's a USB point that says internet on the node. And I put the other end of the fnet cable into that. Is that right? It's basically it's just a red still it was it was a red flashing and now it's just red. Should I press the reset button on the bottom? Press and hold it until what? Sorry. Okay. It's just red flashing. Should I keep holding it? And it's off, should I turn it? [silence]
08:00
Speaker 2
Okay, okay. We're going to reset that node to make sure that it's ready for setup. To reset, press and hold the reset button until the light turns off and turns solid. blue until the light turns on and turns solid. blue.
09:00
Speaker 1
Oh, okay. I'm gonna press it again then. Okay, nothing's happening. It's just gone black. Oh, it's now blue. It's just flashing blue. it's still just flashing blue does it take a lot can I ask, on the app, should I be pressing the, the setup new Wi-Fi network? on the linksys app, okay, okay, it's pink now, is it turning white? Flashing white, is that right?
10:00
Speaker 2
Yes. Um, we will do that later, ma'am. Okay, solid pink. Okay. Now, um, on the reset button again, you press it five times within five seconds. It's going to be press and release, press and release, five times, not too fast, not too slow. [silence]
11:00
Speaker 1
It's pink. Solid pink now. What color should it be? Yeah. Uh, no, it's on white now. It's flashing white again. So I just wait or do it again? Okay. Sorry.
12:00
Speaker 2
Okay, let's observe if it's gonna turn solid blue. So it's just solid pink. Uh, it should turn solid blue but it did turn solid pink. Yes, wait and observe the light indicator, let me know if there's any Just to verify, do you have a computer? Do you have a computer? [silence]
12:00
Speaker 1
should i get my laptop okay I'll go and get it okay i'm gonna Okay it's blue solid blue that's good
13:00
Speaker 2
Not yet. Just turn it on. Okay, what sound, let's indicate the node now? Okay, now can you connect your, your phone to the Wi-Fi of this node? We check underneath the note, there's a
13:00
Speaker 1
can I do that on my PE three K Q PE should I do that on my laptop as well Well what should I
14:00
Speaker 2
Default Wi-Fi name, there's a default password. Yes, I'm connected to that network. Yeah. I mean, not just your phone.
14:00
Speaker 1
Okay, just my phone. Okay, I'm connected on my phone. Uh do... Uh I mean, it it it the WiFi name... Yeah, because I could change it to like the Garden office, right? [silence] You mean the password or the name? Yeah. And then, do I go on to set up a new WiFi network? Oh, loading set up. Should I just should I just say it says...
15:00
Speaker 2
Okay. Now would you want to change the Wi-Fi name of the network? The network name, would you like to change it or you're good with the default one? [silence] Yeah, but we would recommend to create a different name from your closet, not network. The Wi-Fi name. If you want to change the Wi-Fi name, then open the Linksys app. And then just click on Manage My Network.
15:00
Speaker 1
connect the router, so I say it's connected. I'm going, I'm going through the set up. Checking the internet. Okay. Is the Linksys cloud is temporarily unavailable. You'll need to connect to your new links rito Wi-Fi to proceed the set up. Show me how, so. Yes, it is. [silence]
16:00
Speaker 2
Yes. Okay, just follow the prompt then. Okay. What's the other option to proceed? Okay, can you try to check if your phone is still connected to the Linksys network? Okay, [silence] then click next on the [silence]
16:00
Speaker 1
it just says show me how No, show me how or I can go back. cuz it's not letting me go back. So create your reach account, can I just make it up? [silence]
17:00
Speaker 2
[silence] There's no option to skip that? Okay. click go back. Okay, what does it say now? Okay, create your router password? Yes, this will be your password to log in on the app.
17:00
Speaker 1
And name your Wi-Fi, so that's where I'm going to put the Wi-Fi site. Okay. Okay. Yeah, got it. How many how many left numbers do you need for Wi-Fi?
19:00
Speaker 2
yeah, the WIFI name that is specific for the linksys. I use the plusnet I should be different from the plusnet network.
19:00
Speaker 1
[ silence ] Oh, okay. [ silence ] It says configuring your Wi-Fi now.
20:00
Speaker 2
uh it actually it's just gonna be uh there's no minimum requirement uh just i mean there's no specific requirement just make sure that it is at least 10. [silence] [background noise] you
20:00
Speaker 1
that it created. Now, let's connect to your new Wi-Fi. Now, let's connect to your new Wi-Fi. Okay. [silence]
21:00
Speaker 2
Okay, what does it say now? Okay, go to the WiFi, can you connect, go to the WiFi settings and connect to the new WiFi name that you created.
21:00
Speaker 1
All right, connected. that's next. Looking for your child nodes. I say, your network reader, there's just one, should I go next? if I need to add another one, can I come back at a later date? No, but if I need to and late a later date, I can come back and add one. Bye. Bye. Go ahead. it's saying bring on. the baby's breath and place it in your Okay, so Jen is, yeah, okay. So it's ready. Connect your devices to your new hot Wi-Fi. So what do I do now? Do I connect? Ha? Say that again. Can I, so can I connect my laptop now to it? And then what do I do? Because I want to, I need to go, I need to, do I disconnect from, uh, So I'm gonna move this router into the garden room now.
22:00
Speaker 2
Okay, so it means it's good to go now. It's, uh, your router is already set up. You have your Wi-Fi and you can just connect your devices to the new Wi-Fi network created. You can connect your device. Yes, hello? Yeah, sure. Sorry? [silence]
23:00
Speaker 1
Yeah, it's fine. That's a, it, we have a cable. Yeah, we have the internet in the, in the garden, right? The cable's now under the, it's been dug down to the, in the end of the garden. So do I just, um, it's not that far. I don't know. Um, what's the distance Tom, to the end of the garden? Uh, between the Rita and the, The Rita and the garden. Yeah. So, um, 25 m.
24:00
Speaker 2
Okay, so do you have a long cable to connect this node directly to the garden? Okay, how far is it or what's the exact distance? Okay, all right, so just make sure that the ethernet is working fine, and you can just unplug this node and then connect it to
24:00
Speaker 1
Well, it can't be connected because the cable won't. Yeah. I mean, obviously the cable can't be connected between the LTCs and the plasma. It's being. cable. Yeah, okay. I think, I think I get it. I think that's fine. I think we're good. Yeah, okay. Oh, yeah, what is that? Let's one of your guys. LTS. Yeah. [silence]
25:00
Speaker 2
Go where you want it, uh, and then connect the ethernet cable. Make sure that the cable is connected from the plus hub device to the Linx sys. So, where will it be connected? Okay, well, if that's the case, if you have questions, just give us a callback. I have a ticket number for you, ma'am. So you can, um, call us back and okay that's going to be LTS. [silence]
25:00
Speaker 1
Yeah. 36317. Okay. Oh, let's see. Thank you so much for your help. Thanks. Bye. Okay, we are, the good news is that, Tom, the great news is that we are now linked up here. I've got, I've created a new, my computer and my phone is currently linked up to the reader, to the new reader. It's called the DEN. Now I'm going to
26:00