V2 Rubric Detail — 2d188148-73d0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:35
Duration
8m 43s
Contact
Tracy Bailiff
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution3.44/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall68.9% (-3.1)

V2 Grader Summary

The customer self-resolved the issue by repositioning mesh nodes. The agent provided technically accurate information regarding the LED recovery sequence (blinking red/blue to solid blue), which is supported by the Intelligent Mesh KB. While the agent was passive in the troubleshooting process, no technical errors were made. The issue was resolved, so R1 is Met, but lack of proactive troubleshooting and guidance results in partial metrics for R2, R3, and several soft skills.

V1 Case Analysis

Customer reported mesh nodes turning red and losing internet; after moving the second node ~18" from the first and power‑cycling, both nodes are solid blue and internet works.

Troubleshooting Steps
  • Power‑cycled modem and both mesh nodes.
  • Repositioned second node approximately 18 inches from the first.
  • Monitored LED status (red → blue → solid blue).
  • Verified internet connectivity on a phone and laptop.
Key Observations
  • Agent did not request model number, serial number, or warranty status.
  • Agent provided minimal guidance and did not follow a structured troubleshooting flow.
  • Customer was able to resolve the issue by repositioning the node and power cycling.
Positive Highlights
  • Agent acknowledged the customer's frustration and confirmed identity.
  • Agent provided a ticket number and confirmed the issue was resolved.
  • Agent remained polite and professional throughout the call.
Agent Errors / Gaps
  • Missing product model/serial collection (protocol breach).
  • No warranty eligibility check performed.
  • Lack of a clear, step‑by‑step troubleshooting plan.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms connectivity is restored: 'internet's poppin' up', 'it says connected and secure', and 'that one's working'.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent did not initiate structured troubleshooting but validated the customer’s successful repositioning strategy and confirmed LED behavior aligned with expected recovery (blinking red → blue → solid blue), which constitutes minimal advancement.
R3 Partially Met Correct resolution path conf 82%
Agent did not assess warranty or suggest firmware checks, but correctly avoided escalation or RMA for a resolved intermittent connectivity issue, aligning with best-effort support for what turned out to be a placement-related problem.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent did not ask diagnostic questions, but accurately interpreted the symptom (intermittent red LED on mesh node) and confirmed the expected recovery pattern (blink red/blue → solid blue), showing basic understanding of mesh behavior.
T2 Partially Met Appropriate tools / resources used conf 78%
No KB or remote tools were used, but the agent correctly described LED behavior consistent with Intelligent Mesh documentation (led_intelligent_mesh_consumer.md), suggesting internalized knowledge was applied appropriately for the observed resolution path.
T3 Met No misinformation conf 92%
Agent stated: 'it will blink blue, blink red, and turn to solid blue' — this matches the documented LED behavior for a child node reconnecting in Intelligent Mesh systems (Path D recovery). No incorrect technical information was provided.
Communication
C1 Partially Met Clear & professional language conf 84%
Call lacked initial framing and had awkward silences and phrasing ('The all of your keep on observing it'), but agent maintained presence, acknowledged customer progress, and closed appropriately.
C2 Partially Met Confirmed understanding conf 79%
Agent used simple terms and mirrored customer’s description of LED states, which matched the customer’s level; however, no explicit comprehension checks were made despite disjointed dialogue.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, provided a ticket number (025144), and did not transfer — demonstrating ownership even without active intervention, as the customer self-resolved during the call.
O2 Partially Met Proactive follow-through conf 81%
No formal next steps were given, but agent confirmed resolution and provided a ticket number for follow-up, offering minimal but sufficient closure.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation was performed, and none was warranted because the issue resolved during the call and did not involve hardware failure, complex configuration, or customer request for higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted — both E1 and E2 are N.A. under rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I totally understand your concern' and remained polite, but responses were minimal and lacked proactive reassurance or recognition of repeat-contact fatigue despite customer referencing prior calls.
X2 Partially Met Tone & rapport conf 83%
Agent allowed customer to lead the narrative and did not interrupt, adapting to their pace; however, responses were fragmented and failed to fully engage or guide the emotional tone.
X3 Partially Met Overall experience conf 80%
Customer performed most troubleshooting independently, but agent did not re-ask known information or introduce new steps, reducing effort in that sense — though no active streamlining (e.g., guiding test sequence) was offered.
Call Transcript14 turns · 15 lines
Speaker 1
Yes, I was having issue with my routers. My I'm getting good um uh internet from my modem, but my routers were not at the two towers.
00:00
Speaker 2
Welcome to Lynxist Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxist.com. Please have your device serial number ready. For assistance, press 1, now. For out-of-warranty products, paid support please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Lynxist. This is Regina. Gonna help you today.
00:00
Speaker 1
uh, Linux and so they kept coming up red, so what I did is I decided now to turn off everything, unplug everything. And then I brought the second modem over by the first modem, plugged it in, so they're only like a foot or two away, and re did everything. And the internet connection was good. And then I plugged in the first modem. Then I plugged in the second, after that one became blue for a little bit. And the other one became blue, but now the first one became read again. So, it's seeming like they're just not staying connected for some reason.
01:00
Speaker 2
[silence] Okay, so I totally understand your concern. But let me just confirm if I'm talking with Taisi Violif and your email name is coaching throughcrisis.
01:00
Speaker 1
Yes. So this is the first time that it turned back to blue. That's good. It just turned to blue, the first one, which it hadn't done before. It never turned back to blue after it was red. So now, I'm looking for the second tower. Yeah. So I'm waiting for the second tower to kind of like it's blinking red again. So I'm hoping it will connect and then I can move it, right? After I, after it connects, I can move it. Oh. Well, I troubleshoot it myself because I know when I called in here, once, that's what they told me to do, like to bring the second tower closer and then to I'll, I'll try it all again. I don't know why that would work or not work 'cause I had already done it reset like twice, and it didn't work. So, then I brought this, oh, now the second tower is red. So, went from blue to red [silence]
02:00
Speaker 2
The all of your keep on observing it yes keep on observing it.
02:00
Speaker 1
Okay, now it's back to blue. Okay, well, that's good. Blue now. Yeah. Yeah. So finally, yep, it quit turning to red. That one turned to red one more time, the second one. But, and I got them about, well, probably about 18 inches apart. So, I guess that's the right space, because before I had them really close and somebody else said, put them almost touching, put them on top of each other. And then I called again and somebody else said, no, put them like a couple of, a foot or two apart. And so I did that and it actually worked better. So now I just kept them like 18 inches or so apart. Yeah. So now I can move the second one. Okay. So then it'll go red probably when I move it. And then it'll go back to blue.
03:00
Speaker 2
so they are both both solid blue yes because they're all solid blue yes it will takes three to five minutes for the [silence]
03:00
Speaker 1
OK, OK, I just moved it over. But at least the first power stayed blue, so thank goodness for that. OK, let me see if I go to Wi-Fi on my phone, make sure it doesn't say do not do not have access. And looks like it's connected. Doesn't say yes, no. That's good. That's good.
04:00
Speaker 2
That's note, if you could put up Tracy, it will blink blue, blink red, and turn to solid blue. Yeah, you can actually check if you can access the Internet while waiting for the child node to turn solid blue.
04:00
Speaker 1
And because I couldn't do it on my laptop, well I think that other second node is already blue. So good, at least I knew the steps, so I started doing the steps as soon as, you know, it didn't work two or three times, I was like, okay, I'm going to take this second node and move it. And then I just called you just in case it didn't work. Okay, I'm going to try on the laptop again, which I was having all the issues. I kept thinking it was just the laptop, and I'm like, what is going on? Then when I came out here, I saw it was the modems, and I called Cox, and they said, No, everything's fine. Yeah, yeah, think, looks like, it looks like, it looks like, wait, look at that. Yeah, it doesn't say not connected anymore, it says connected and secure. Okay, so that, okay, so that should be.
05:00
Speaker 2
Okay, okay, that's good and then, Chuck.
05:00
Speaker 1
Okay, now the internet's poppin' up. Let me just get the email, it's waiting, waiting, waiting. Okay, now I don't think I want that. Yep, okay, there it came up. First it wasn't, but now it is. taking some time, I guess. No notifications. Nope. Didn't want that. Hmm. Not really what I was expecting. Let me go to a different website. Okay, that one's working. Well, then I guess I'm glad it worked that I just brought the two over, so it worked. Oh, yeah, I think it was blue before I got my computer. Yep. It's, it's blue. Nope. That should be it. Thank you. 051, 4-4. OK, thank you.
07:00
Speaker 2
Is it solidly blue now? So it sounds like it's working now. Is there anything else they can help you with? Okay. You're welcome, Tracy, and feel free to call us back if you need further assistance. Just use this ticket number 025144. Okay, your welcome, and have a great day. Bye for now. [silence]
08:00