V2 Rubric Detail — 2bfaaa9c-6120-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:50
Duration
5m 25s
Contact
Josh Elerson
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+24.0)

V2 Grader Summary

The agent correctly identified that the customer’s concern was based on a misunderstanding, verified internet connectivity and proper LED status, and confirmed resolution. All actions were appropriate, technically accurate, and communicated effectively. No escalation was needed, and the call concluded with a successful outcome.

V1 Case Analysis

Customer reported no internet on MX6200; confirmed LED solid white and verified internet connectivity via laptop; issue resolved with self-help confirmation.

Troubleshooting Steps
  • Identified device model (MX6200) at [02:00].
  • Asked for LED status (solid white) at [02:00].
  • Confirmed meaning of solid white LED (online) at [04:00].
  • Validated internet access via customer's laptop at [03:00–04:00].
Key Observations
  • Agent did not request or record the device serial number.
  • No warranty or support eligibility discussion occurred.
  • Customer self-verified internet access during the call, leading to resolution at [04:00].
  • LED status was correctly interpreted as indicating online status.
Positive Highlights
  • Correctly identified MX6200 model and confirmed it was online based on solid white LED at [02:00] and [04:00].
  • Accurately explained that solid white LED on MX6200 indicates online status.
  • Validated resolution by confirming customer could access internet on laptop.
  • Maintained polite and professional tone throughout.
Agent Errors / Gaps
  • Missing serial number and warranty collection.
  • Did not document or reference a HappyFox case number.
  • Failed to set expectations or summarize next steps clearly.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet is working and LED is solid white; agent confirmed this is correct and closed the call.
R2 Met Diagnostic thoroughness conf 90%
Agent asked about LED status and had customer test connectivity by visiting a website, confirming functionality.
R3 Met Correct resolution path conf 95%
Agent correctly assessed no issue existed and avoided unnecessary troubleshooting or escalation.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (LED color), asked about internet connectivity, and logically isolated the non-issue.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; customer self-verified connectivity via browser, which sufficed for diagnosis.
T3 Met No misinformation conf 95%
Agent correctly stated that solid white LED on MX6200 indicates online status per KB documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, asked clear questions, transitioned smoothly, and ended call appropriately.
C2 Met Confirmed understanding conf 90%
Agent used plain, accessible language and adapted to customer’s pace and level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish without transferring or deflecting responsibility.
O2 Met Proactive follow-through conf 90%
Agent set clear expectation that customer could call back if needed and confirmed resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact, so continuity could not apply.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved in real time.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent used empathetic phrases like 'No worries' and maintained courteous, patient tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer’s polite, slightly hesitant tone and kept engagement positive.
X3 Met Overall experience conf 90%
Agent minimized effort by focusing only on essential checks (LED, connectivity test).
Call Transcript8 turns · 10 lines
Speaker 1
[silence]
00:00
Speaker 2
welcome to lynx support to ensure quality service your call may be monitored for in warranty products our support 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 lynkes this is how can I help um okay let me just is it your first time you're calling lynis okay let me check if I could pull up a record here for a while you.
00:00
Speaker 1
okay Josh Ellerson josh dot Ellerson at gmail.com correct yes so my physical configuration is a coax cable to the modem router combo from that modem router combo I have an Ethernet cable hardwired to my Ubiquiti cloud At my Ubi-Probe machine. Got Ubi-Probe machine. Machine, I? Have an ethernet cable is hardwired to the linkss mesh, clients home main base node. [silence] swipe or clear or something like [silence] I don't believe my my wifi is I the mesh node network is working.
01:00
Speaker 2
okay. the home the Lynx is home based node, sir. is that the MX 6200? okay. and then so what's the LED lights, sir, of the MX6200 right now? solid white. okay. okay. so what's directly the concern, sir, for this MX6200? Do you you don't have an internet connection?
02:00
Speaker 1
Let me double check that for you 1 second here. Actually, it might have come up. It might have might have been my um, impatience. Uh, Y five, Wi-Fi. Turn off this hotspot on my phone and see if my computer will still communicate. Uh, we'll try Nike.com and see if that comes up. No, doesn't look like that is working at all. Let's try again. Hmm. Okay, yeah. It appears that it is working. Oh, I do have the internet, yes. My ISP signal is working fine. Yes. Sorry. I misunderstood your question. But I'm on a Wi-Fi connection now with my laptop and it seems that that seems to be working. What color is the light supposed to be on the base node? Is it supposed to be white?
03:00
Speaker 2
OK. So you have internet sir? Yes. For the MX 6200 sir, the base node and the child nodes, that should be solid white if it's online. [silence]
04:00
Speaker 1
Okay, okay, then that appears to be working. I am sorry, I've wasted your time. I will. All right, thank you. You too.
05:00
Speaker 2
Okay, right. No worries, no worries. You can always give us a call back if you have any additional concerns or questions. You can use the same phone number for reference, okay? You're welcome, sir. You take care and I'll see you. Have a good day. Thank you, sir. Bye- bye.
05:00