V2 Rubric Detail — 344a9d3a-5f93-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:28
Duration
9m 55s
Contact
Earl Aldridge
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#TE00132127
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Initial Setup of the router
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall29.6% (+7.5)

V2 Grader Summary

The agent initiated basic triage by collecting model, serial, and ISP details, but failed to provide accurate technical guidance — including misidentifying the MX6200 as 'SSF68' — and abandoned the call before delivering setup steps. While some initial ownership and diagnostic questioning occurred, the interaction lacked resolution, tool use, and clear next steps, resulting in an unresolved case.

V1 Case Analysis

Customer (Earl Aldrich) requested setup help for new MX6200 mesh system with two nodes. Agent misidentified model as 'SSF68', failed to collect serial number or warranty status, and provided no correct setup steps. Call ended without resolution.

Troubleshooting Steps
  • Collected customer phone number and email.
  • Attempted to confirm model number (misheard as 'SSF68').
  • Asked about ISP (Comcast) and modem type (TP-Link).
  • Asked how many nodes were in the box (2).
  • Asked customer to plug in both nodes near the modem.
Key Observations
  • Agent misidentified the MX6200 as 'SSF68' at [02:00], a non-existent model, indicating a critical accuracy failure.
  • At [05:00], agent incorrectly suggested the WHW01 could function as a child node with the MX6200, which is not supported.
  • Call contained excessive filler and long silences (e.g., [08:00]), with no clear troubleshooting structure.
  • Agent failed to provide any correct admin URL (e.g., http://myrouter.local) or pairing method (5-press).
  • No serial number was collected, and warranty status was not discussed despite new purchase context.
Positive Highlights
  • Collected customer contact information (phone and email) at [01:00] and [02:00].
  • Confirmed ISP (Comcast) and modem type (TP-Link) at [04:00], which is relevant for setup context.
  • Asked about the number of nodes (2) at [05:00], showing attempt to understand topology.
Agent Errors / Gaps
  • Misidentified the product model as 'SSF68' instead of MX6200 at [02:00], a non-existent model.
  • Incorrectly stated that the WHW01 could be used as a child node with the MX6200 at [05:00], which is incompatible per KB.
  • Failed to collect the serial number despite it being requested at [03:00] and remaining unanswered.
  • Did not verify warranty status or support eligibility before proceeding.
  • Provided no correct setup steps: no factory reset, no 5-press pairing instructions, no admin-page access guidance.
  • Did not supply correct URLs (http://myrouter.local or http://192.168.1.1) for router access.
  • Left the call unresolved with no recap, next step, or follow-up plan.
  • Allowed customer to begin physical setup without confirming prerequisites or correct topology.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never provided setup steps or confirmed resolution; call ended mid-instruction without configuration completed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model, serial, ISP, and node count — relevant initial triage — but failed to proceed with actual setup guidance or verification.
R3 Partially Met Correct resolution path conf 82%
Agent acknowledged new router setup need and began collecting device info, but did not verify warranty status or offer a clear path forward despite extended warranty mention.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent identified the symptom (new router setup) and asked targeted questions about equipment and topology, but never diagnosed connectivity or configuration issues.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used — agent did not direct customer to local UI (192.168.1.1), remote dashboard, or app; missed opportunity to verify firmware or settings.
T3 Not Met No misinformation conf 95%
Agent incorrectly referred to MX6200 as 'SSF68' — a non-existent model — demonstrating materially inaccurate product knowledge.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to frame the interaction and confirm details, but repeated 'Okay' excessively, lost flow, and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language and confirmed basic info, but did not adapt explanations to customer’s confusion or check understanding of setup steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 81%
Agent pulled up customer record and engaged with the request, showing initial ownership, but did not commit to seeing setup through or follow up.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline given; agent did not specify what the customer should do after connecting hardware.
O3 Partially Met Closure confirmation conf 79%
Agent referenced prior support history and pulled up record, but re-asked model/serial after customer already began providing it.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation offered despite agent’s inability to proceed; basic setup should not require escalation, but agent failed to resolve it.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 77%
Agent used polite tone but gave no specific empathy for customer’s effort or frustration; responses were generic ('Okay', 'All right').
X2 Partially Met Tone & rapport conf 76%
Agent maintained steady pace and attempted engagement, but did not adjust when customer showed confusion or hesitation.
X3 Not Met Overall experience conf 92%
Customer repeated model and serial information; agent asked for serial after customer already started giving it, creating unnecessary repetition.
Call Transcript14 turns · 17 lines
Speaker 1
lock it up baby
00:00
Speaker 2
Welcome to lynxess support. To ensure quality service, your call may be monitored. [beep] For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linxess.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, more paid support options are available for out of warranty products. Please have your devices serial number and contact information ready, if un available, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [beep] Thank you for calling lynxess. This is Carla. How may I help you? Hi, I'm good, how about you, sir? Okay, good.
00:00
Speaker 1
770 2625088 thank you so much yes in my profile it shows that um the last time I used technical support you know I paid for the service that my uh system was out of out of date uh was yes it was um it was dated and um I just got my uh I went out and bought a new modem. So the router, the parent router and the town. Oh, hi. I need help. Okay, great. Can you hear me? Yeah, I can hear you. Okay. I got a brand new modem, and I got a brand new router. Okay. On my profile, it shows that, uh, the last time I used technical support, you know, I paid for the service. My, uh, system was out of date. Uh, it was a router. Uh, it was my old equipment. Right. Okay. And, uh... I just went out and swapped them all over. I got my, uh, new modem, new router. I...ookay.
01:00
Speaker 2
All right. Can I have your phone number then? Okay. Let's see that's 7 70 2 6 2 5 0 8 8. Okay. Let me just pull up your record using your phone number. While I'm pulling up your record here how may I help you?
01:00
Speaker 1
child, uh, routers were outdated as well. So, I just got my new router. And, and I want to get it installed. So, if you can walk me through that. And it's the, uh, I can give you all the information on it. And, and, and I talked to a customer service person there and they told me the ones that were compatible to the system, the modem that I have. That is, that is correct. Yes. Yes, ma'am. right.
02:00
Speaker 2
Okay. Okay. So I was able to pull up a record here um this is under Mr. Earl Aldrich and email address is Earl's place of art at gmail.com, correct? And um you've mentioned that um you've got a new um router, right? New wireless device. Okay. And because the old router that you have, is a WHW01, correct? And you want to replace it with the new one. So um with um with the model number you have the SSF68, uh which is a a new router. Now um does this router have the ability to push to Wi-Fi? Yes, sir. So um this model is good for that so What we'll do um is we'll begin the process of uh configuring your new router. And then I will uh provide you the instructions that um that you can follow to connect all of your Wi-Fi devices Okay. Sounds great. Just a few questions first before we get uh get started on this. Okay, sir. Sure. So um can I just uh reconfirm that your email is Earl's place of art at gmail.com? Uh yes, sir.
02:00
Speaker 1
I did replace it sure yes ma'am hold on my glasses on now the one that I purchased it came with a a parent and a child so I don't know which is which and I'll give you the model and I give you the information off ID okay uh model number M is a man X is an X-ray 2 200 6200 serial number
03:00
Speaker 2
Network, may I May I know the model number of that new router, sir? And as well as the serial number. Okay. Okay. Okay, 6200, how about the serial number? [silence] Okay. And your Internet Service provider is Comcast, and your modem is a TP Link modem. Is it a TP Link modem? Your modem is a... or is it an... Auto speaker 1: the Iriss modem. Speaker 2: Okay. Right. And how many nodes in the box right now, sir? Speaker 1: Okay, two box, two nodes. Right? Uh-huh. Yes. And and you want the WHW-01 to work as a child node with your MX6200? [silence] Speaker
03:00
Speaker 1
were it doesn't. Okay. Okay, that's fine. So the first one I just gave you that we can make that the parent. Okay. And I bought an extended warranty with it as well. Yes, ma'am. [silence]
06:00
Speaker 2
Oh, okay. Um, so you're told that, um, because since you've got two, um, two nodes there, so one, we'll, we'll set it up as a parent, and one, we'll, I'm going to, we're going to set it up as a child node. Okay. uh, mom, yes. And you got this, um, the router. Um, uh, when did you get it, just, you're responding? Uh-huh. Oh, you bought it at this one, right? Uh-huh. eBay, huh? Yeah. So today. So you just receive it today, right?
06:00
Speaker 1
you want me to turn both plug both of them up near the modem is that what you're saying okay all right hold on all right let me go set it up are these considered good modems I mean routers I think they're good [ silence ]
07:00
Speaker 2
Okay. So here's the thing, sir. Since this is for initial setup of the router, did you turn on the... Both the by nodes should be on the same location with the modem. Yes. Did it? Yes. Yes. And then, sir... I'm sorry, sir? wait uh uh is there uh yes hello uh uh uh uh um yes sir uh uh um yes sir uh um yes and connect.
07:00
Speaker 1
okay that is okay all right that and this is going to the modem and this is that modem
09:00
Speaker 2
one of the nodes directly to the modem.
09:00