V2 Rubric Detail — 2c7e803a-6e61-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:38
Duration
16m 33s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134307
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall46.2% (-9.8)

V2 Grader Summary

The agent failed to conduct essential troubleshooting (WAN check, admin UI access) and prematurely concluded hardware failure due to out-of-warranty status, violating best-effort support standards. No tools were used, and internet was not restored, resulting in an unresolved case despite customer effort.

V1 Case Analysis

Parent node solid blue, child node blinking red, no Wi-Fi. Agent misidentified device, skipped critical troubleshooting, gave incorrect reset instructions, and incorrectly diagnosed hardware fault. Device out of warranty; issue not resolved. Agent will email reset/setup instructions.

Troubleshooting Steps
  • Power-cycled both parent and child nodes
  • Unplugged and re-plugged Ethernet cable on parent node
  • Attempted a reset (unplug only, later suggested holding reset button with incorrect LED expectation)
Key Observations
  • Agent never obtained the correct product model number and mistakenly asked for a Lenovo ThinkPad model (transcript [09:00]).
  • Agent skipped essential troubleshooting steps: did not verify modem WAN status, did not check signal strength, and did not instruct to move the child node closer to the parent.
  • Agent provided materially incorrect reset instructions: stated the light should go off when holding the reset button (transcript [12:00]), which contradicts documented Velop reset procedures (LED should flash or change color, not turn off).
  • Agent incorrectly diagnosed hardware fault without completing a valid reset or verifying the child node's placement or signal (transcript [13:00]).
  • Agent declared the device out of warranty without performing a warranty lookup or citing evidence (transcript [15:00]).
  • Blinking-red child node was not properly assessed: agent did not distinguish between fading pulse (weak signal) and hard blink (disconnection), leading to incorrect troubleshooting path.
Positive Highlights
  • Agent apologized for the inconvenience (transcript [01:00]).
  • Agent offered to email detailed step-by-step instructions (transcript [15:00]).
Agent Errors / Gaps
  • Missing model number collection; asked for unrelated Lenovo device (transcript [09:00]).
  • Did not verify modem/WAN status before concluding no internet (transcript [03:00]).
  • Failed to follow standard mesh-node troubleshooting: did not check signal strength or instruct to move child node closer (KB: led_intelligent_mesh_consumer.md, Path D).
  • Provided factually incorrect reset guidance: claimed light should go off when holding reset button (transcript [12:00]), which contradicts documented Velop reset procedures (KB: universal_factory_reset.md).
  • Declared out-of-warranty status without verification (transcript [15:00]).
  • Incorrectly diagnosed hardware fault without validating reset procedure or signal strength (transcript [13:00]).
  • Did not confirm whether the blinking-red LED on the child node was a fading pulse (weak signal) or hard blink (disconnection), leading to wrong troubleshooting path (KB: led_intelligent_mesh_consumer.md, Path D).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet or Wi-Fi; ended with suggestion to replace hardware after failed reset attempt.
R2 Not Met Diagnostic thoroughness conf 96%
Skipped essential troubleshooting: never verified WAN cable, modem status, or checked router admin page; relied solely on LED observation and reset.
R3 Not Met Correct resolution path conf 94%
Declared device out of warranty and stopped troubleshooting without attempting best-effort steps like checking ISP settings or admin UI, violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (blinking red child, solid blue parent, no internet) but failed to ask about WAN connection, admin status, or perform logical diagnostics.
T2 Not Met Appropriate tools / resources used conf 97%
Did not use any tools — no request to check http://192.168.1.1, no speed test from modem, no remote session — despite clear need for diagnostic data.
T3 Met No misinformation conf 98%
Correctly explained factory reset consequences and hardware failure possibility; no technical inaccuracies in guidance provided.
Communication
C1 Partially Met Clear & professional language conf 91%
Maintained conversation flow but showed hesitation, repeated prompts, and failed to set clear expectations at start or mid-call.
C2 Met Confirmed understanding conf 95%
Used plain language, repeated instructions, and adapted to customer’s pace; avoided jargon and confirmed understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Stayed on call and offered email instructions, but relinquished ownership by suggesting replacement instead of continuing troubleshooting.
O2 Met Proactive follow-through conf 94%
Provided clear next step: sending email with setup instructions; set expectation for follow-up if needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Expressed empathy ('I do apologize'), remained polite, and acknowledged frustration despite technical dead end.
X2 Met Tone & rapport conf 93%
Matched customer’s speaking pace, allowed pauses, and used affirmations to maintain engagement.
X3 Partially Met Overall experience conf 89%
Required customer to manually power-cycle and reset devices, but could have reduced effort by guiding to admin UI first.
Call Transcript30 turns · 32 lines
Speaker 1
[silence] hey, so I have um a linux mesh system. It's a little old. But for some reason, last night it went out. And one of my nodes is showing blue, one's red, but I have no internet on my house. [silence] And I checked with my internet provider and I have 1.15 gigs coming into the house. It's the main node coming off the modem for the uh, internet. I have spectrum for the internet. Yes, it's solid blue.
00:00
Speaker 2
Mm-hm. I see. All right, got it. Thank you so much for this information, sir. And I do apologize to hear that one. Um, just to confirm, sir, you mentioned that one of the node have blue light. Is it the main node or the child node? The the main node or the parent node is solid blue. Is that correct?
01:00
Speaker 1
Correct. I have internet connection, I don't have Wi-Fi. Well, my the the node that is connected to my modem for my internet spectrum, it's connected by ethernet cable and it's plugged in and it's showing blue. But my second mesh that's in the closet in the hall, it's red. Let me double check. In one second.
02:00
Speaker 2
Solid blue, but you don't have any internet connection. I mean, yeah, you don't have Wi-Fi. There is no Wi-Fi coming from the router. Is it solid red or blinking red?
02:00
Speaker 1
It is blinking red. I've never had a problem with my Lanxess and all of a sudden now it's like I've got a problem. Well, it's funny you say that because I did but then it says that my internet is named my last name, Hewlett. it says Hewlett has no internet connection. Check the router, power, if there's any ISP or outage. There's no outage and I checked my Spectrum. I go to my Spectrum app and it's showing a download speed of 1.15 gig.
03:00
Speaker 2
All right, sir. All right. Thinking red. And also, sir, just to confirm, when you go to the Wi-Fi settings in your phone, can you still find your network, like the network name or the available networks?
03:00
Speaker 1
And then I go. Yeah, I've got a lot of things on the Wi-fi like my ring. [silence] Go ahead, I'm sorry. [silence] I'm sorry. [silence] Yeah, I was just gonna say that, I've got, you know, like my ring is, I've got four rings, um, two cameras and, you know, five cameras and they're on my, uh, network and they're not showing. [silence] But TV is on the internet and it's not showing.
04:00
Speaker 2
I see. So it's still showing. It's only. Yes, go ahead. I guess go ahead, sir. Um, go ahead, but, uh, what did you tell me? What's.
04:00
Speaker 1
It's funny because when I go to the Spectrum Link or the Spectrum app, it says 1.15 gigabytes is being is downloaded. So what I did was I've unplugged the node. I unplugged the one that was red. I turned it off for 10 seconds. Turned it back on, plugged it back up. It goes blue for a couple of seconds and it goes to red. I went to the one that's connected to the the uh Spectrum router. I unplugged the Ethernet from the Spectrum router and then plugged it back up. That that one turns blue, but I've also reset that one and unplugged it and did the same thing. And it stays blue, but the other ones don't. So I don't know if that one in there in the by the modem
05:00
Speaker 2
What troubleshooting have you done so far with your Linksys router, sir? Mm-hmm. Uh-huh. OK.
05:00
Speaker 1
is a false reading or if that's, cause I can't get any connection anywhere. I would think if that one was active, I would still get some kind of connection even though it was weak. Yeah. I did not. Correct.
06:00
Speaker 2
Mhm. Yes. Okay. You mentioned that you reset the main node or the parent node, right? The one that is connected to your modem. You mean by theresetter. Did you press and hold the reset button? All right. So the reset that you mentioned is you just unplug it and plug it back in. [silence] Nice. [silence] Okay. When you unplug and plug in the parent node, sir, have you observed the light status? Does the light responded like go to solid blue, then after a second goes to blinking blue and change to solid blue?
06:00
Speaker 1
I I haven't seen that. I I can do it. Um, I think it just goes to solid. so what do you want me to do to make that happen? Okay. Okay. Okay, I just unplugged it. So I'll wait 20 seconds. Okay, give me one second. plug it back in.
07:00
Speaker 2
Or does it say Solid? you? Only. all right, so yes, Kami be checked. I'm going to go ahead and unplug from the power source, and wait for 20 seconds before you plug it back in. all right, one moment. Yes. All right, can you plug it back in?
07:00
Speaker 1
blue.
08:00
Speaker 2
Yes, and observe the light color, please. Let's wait for a few seconds, maybe 30 seconds. [silence] All right. So, is it so solid? He said no.
08:00
Speaker 1
Maybe a dull blue, but it's been blue the whole time. I'm not sure if I have the model. Hold on. Let me turn the light by the bed on. Okay. I got the serial number. It's two zero J1, excuse. Yeah. Let me go back. 20 J1 0C61852357.
09:00
Speaker 2
Can you provide the model and serial number of this Lenovo thinkpad t420s does [silence] got it? the serial number?
09:00
Speaker 1
Yes. Let me, I stepped away, but let me double check. Yeah, it, it hasn't. It's been blue the whole time. Yeah, it's still blue.
10:00
Speaker 2
Okay, so the light status of this parent node, is it still solid blue, sir?
10:00
Speaker 1
[c Eurovision 2012
11:00
Speaker 2
So here's the thing uh. um just to double check maybe this parent node is the faulty one, or have a hardware issue. Uh what we will do here is we can um reset this node. And if this node will not responce. Once you reset this one, you press and hold the reset button and stays solid blue. It means that it's already a faulty one. However, um just to set the proper proper expectation also, sir. That once we reset this device and it responded, your router will be will go back to its default settings and and you need to set it up again. Do you want to do it? Yes, once we set it up, sorry. You can still use the same Wi-Fi name and password. If you still remember it. [silence]
11:00
Speaker 1
speaking Yeah, I still remember it. I just gotta, let's just go ahead and do it because there's not much I can do. And that's going to wipe out everything that's using it. So I'm going to have to reconnect everything, right? Okay. Well, I can't use it the way it is. So let's try it.
12:00
Speaker 2
Okay. Yes. Yes. Yes. So, yes. That is correct. If it will response, but if not, yeah, all right. So, yes, can you press and hold the reset button of this parent noctua until the light went off? [silence] Let's check if it'll response. [silence] Uh, did you press it harder?
12:00
Speaker 1
pressing it really hard the finger hurts my god yeah it's not going off. I only have two. But I can take this I can take this one I can take I can take the child one swap it out with the parent one and I should have some kind of internet. [silence]
13:00
Speaker 2
I see, maybe that's the reason why you're not getting any Wi-Fi signal, because this parent node is defective already, and have a hardware issue, and since you already do the reset of this one, sir, and stay solid, too, what I can highly suggest to you is those, the child node that you have, you can make it as a new parent node, but you only have, uh, I mean, let me see, you only have two nodes, right? Yeah. So, you will never have, um, any child.
13:00
Speaker 1
Okay. Okay, and then I'm going to have. Okay. Okay. All right. Well, let me, um, let me give that a shot and see what happens. Okay. And if it doesn't work, then I may just wind up having to get all new, a new mesh network. Okay. Well, all I have to do. Say that again. I'm sorry? So I have to re I have to reset it like I was going to do this one, right? [silence]
14:00
Speaker 2
You can't do that once though. And also suggest to set a proper expectation, yes, an internet connection but you cannot relocate, if you make it as in your parent dog, you need to add more note if you wanted to expand your Wi-Fi connection. There are all you have, all you have to do is you need to reset the child node and then set it up again to make it, to make it as a new parent node. Yes, sir. Yes, sir, that is correct. So for this one, sir, since upon checking here your device was already out of warranty, so it could not provide if you're troubleshooting over the phone. However, what I can do is I could send you an email instead a step by step instructions on how to send it up. Do you want me to send it to you? I need to provide your email address first. Got it. Yes, I see here that you have this since 2018.
14:00
Speaker 1
Okay. Okay. Perfect. Thank you. You too. Bye-bye. It's so hard to understand them sometimes in there.
16:00
Speaker 2
I see. All right. Got it, sir. Okay. So, I will send you the emails or a step-by-step instruction on how to set it up again and if it doesn't work, then you can contact us back and you may proceed with the paid connect if you want or you may purchase a new one. All right. All right. Thank you so much also for have a good one. [silence]
16:00