V2 Rubric Detail — 35535724-7183-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 17:19
Duration
26m 54s
Contact
Trevor Taylor-Peach
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134975
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Adding child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.0% (-1.0)

V2 Grader Summary

The agent successfully extended Wi-Fi coverage using the MX4200 node, with the customer confirming improved signal. However, the 5-press method was incorrectly applied to an SPNM55 node (which requires Pair button), representing a technical inaccuracy. Despite communication flaws and lack of tool usage, the outcome was functionally effective, warranting Partial Resolution.

V1 Case Analysis

Customer added MX4200 node to SPN MX55 mesh using incorrect 5-press method. Node eventually showed solid blue; customer reported improved signal. Agent requested proof of purchase for warranty update.

Troubleshooting Steps
  • Collected model and serial numbers for MX4200 and existing SPN MX55 node.
  • Incorrectly guided customer to use 5-press method on SPN MX55 to pair MX4200 (unsupported for Cognitive Mesh models).
  • Instructed customer to relocate MX4200 after solid blue LED appeared.
Key Observations
  • Agent advised 5-press method on SPN MX55, which is incompatible — this model uses the Pair button method (per universal_5press_models.md and velop_mesh_compatibility.md).
  • Communication was poor: frequent silences, mumbling, fragmented instructions, and lack of clarity (e.g., [12:00–13:00], [18:00–19:00]).
  • Agent failed to verify internet connectivity or Wi-Fi functionality on the new node after solid blue status.
  • Agent did not explain why the node initially flashed red or how to interpret LED states correctly (flashing red indicates weak signal or pairing failure).
  • Despite errors, the node eventually joined the mesh and improved coverage, likely due to automatic recovery or correct placement.
Positive Highlights
  • Collected full model and serial numbers for both the new MX4200 and existing SPN MX55 node ([01:00], [02:00]).
  • Collected customer contact information including phone number, name, and email ([04:00]–[05:00]).
  • Confirmed that the customer observed a solid blue LED on the MX4200, indicating successful mesh join ([22:00]).
  • Obtained customer confirmation that Wi-Fi signal improved in the bedroom ([24:00]).
  • Provided a clear next step by requesting proof of purchase to update warranty records ([25:00]).
Agent Errors / Gaps
  • Provided incorrect 5-press pairing instruction for SPN MX55 parent node — this model is part of the Cognitive Mesh family and uses the Pair button method, not 5-press (per universal_5press_models.md and velop_mesh_compatibility.md). This is a material accuracy failure.
  • Failed to verify internet connectivity or Wi-Fi access on the new node after setup (e.g., no request to load a webpage or check speed).
  • Did not explain LED behavior — flashing red indicates weak signal or pairing failure, which should prompt relocation or retry.
  • Unclear and fragmented communication with excessive pauses and mumbling, making instructions hard to follow (e.g., [10:00], [18:00–19:00]).
  • Did not confirm compatibility between MX4200 and SPN MX55 mesh systems — while both are Intelligent Mesh, SPN MX55 is Cognitive Mesh and requires the correct pairing method.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Customer reported wife has full signal and his own device improved to full bars after relocation, indicating partial resolution of coverage issue.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent guided customer through 5-press pairing and relocation of node, which resulted in improved signal; however, no deeper diagnostics (e.g., checking SSID, band steering, or web UI) were performed.
R3 Partially Met Correct resolution path conf 95%
Agent attempted to use 5-press method on SPNM55 (which has a Pair button), but per KB: universal_5press_models.md states 5-press is invalid on SPNM series — however, agent did follow a documented setup path (albeit incorrect), not dismissed OOW or refused help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (weak signal in bedroom) and attempted to resolve via node addition; asked for model/serial numbers but did not probe deeper into network configuration or placement issues.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent did not use remote tools or web interface, but relied on verbal guidance and light status — acceptable for basic mesh setup, though tool use would have improved accuracy.
T3 Partially Met No misinformation conf 96%
Agent incorrectly recommended 5-press for SPNM55 (should use Pair button), but the overall setup succeeded in extending coverage — one major inaccuracy with partial real-world success.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained call control despite background noise and mumbling, confirmed steps, and guided to completion — though pacing and clarity were inconsistent.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms and confirmed actions (e.g., 'solid purple'), but speech artifacts ('mumble') and lack of comprehension checks reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on call, collected contact info, serials, and guided full setup without transfer — demonstrated ownership.
O2 Partially Met Proactive follow-through conf 86%
Agent requested receipt for warranty update — a clear next step — but did not specify deadline or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized for noise and thanked customer multiple times, showing basic empathy, but tone remained transactional.
X2 Partially Met Tone & rapport conf 84%
Agent adapted by repeating instructions and confirming light colors, though mumbling and pacing issues persisted.
X3 Partially Met Overall experience conf 88%
Customer had to repeat information and perform multiple plug/unplug cycles, but agent did guide setup without unnecessary steps.
Call Transcript44 turns · 48 lines
Speaker 1
go evening I have just ordered a new Linksys from Amazon and I'm not sure I've got the right one I've got a Gaiga Clear Linksys router and I was wanting this one to extend the signal to the bedroom and I've got I was just gonna tell you which one I've got right in it but I've got an MX4200 yeah
00:00
Speaker 2
Welcome to Lynxys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Lynxys. This is Posie. How may I help you? [silence] Okay. So sir, [silence] Mx 4200. Okay. And how about the serial number of that device, sir?
00:00
Speaker 1
Hang on a minute. okay, 5 0 Mike. 1 0 Mike. 5 6 Charlie. 0 5 4 5 2. yep, I think we got it. 4 200 yeah. Yes. [silence]
01:00
Speaker 2
sure, you can just follow this, right? Or if you want to, right. Right. Again, let me check if I got it correctly. That is F0, M for Mary. And then 10, M for Mary, 5-6, C for Charlie, 05-452. Okay. And again, that is MX4200. Okay. And what is the device that you have from gigaclear? Is it also linksys? Okay. May I know the model number? [silence]
01:00
Speaker 1
um i'll see whether i can find it. it's a bit warm for this job at the moment, but. all right, the model. Oh, one minute. The model number is Sierra Papa, November. Mike, X-ray, 5 5 Serial number. Serial number is 5 5 Victor, 1 0 Mike, 2 3 Echo, 0 4 9 7 4.
02:00
Speaker 2
this one of this device as well, okay, okay, thank you for this information. And before you had the error ok. We are going to try one more
02:00
Speaker 1
Yeah, just the one router, yeah. That the signal doesn't quite reach the bedroom and I wanted to add an extra one, but I'm not sure I've got the right one. Hello? Hello? Hello? Oh, you still there? Hello? Okay.
03:00
Speaker 2
MX4200. How many existing raters do you have? Like mainly this, um, SPN, um, X55. [silence] Okay. Yes, sir. Uh, yes, sir. I'm here. Okay. So, um, yes, sir, I'm still here. I'm still here, sorry. So, sir, let me just create a record. May I ask your phone number, just in case you get disconnected, I can press the call back. Okay. Your phone number.
03:00
Speaker 1
Oh, my phone number, hold on a minute, I'm going to put you on speaker. It's Kim still hearing me, okay? My number 07837715655, Trevor, Taylor Heath. Trevor is the first name and Trevor Heath is Taylor and hyphen P E A C A T E. Yep. Yep. [silence]
04:00
Speaker 2
Uh huh. All right. Thank you . And how about your first name and last name ? I'm sorry ? Uh huh. So I do apologize, but um, the line is not that clear. Um, again, uh, first name is Trevor, T-R-E-V-O-R.
04:00
Speaker 1
yep that's right Trevor T P 01 Gmail calm yep Trevor T for Tango P for Papa that's right yep
05:00
Speaker 2
[silence] Taylor T-A-Y-L-O-R and then hyphen. Okay, pitch like the fruit or the color, right? Okay, and how about your email address? Okay, so your first name Trevor and then T for Tango and then is it P for Peter or E for Edward? Okay, and then 01@gmail.com, right? Okay, that's okay. Thank you for this information. So, um, we're going you want.
05:00
Speaker 1
Yeah.
06:00
Speaker 2
Adding this MX 4200 as like a child mode, so that it can extend the signal, correct?
06:00
Speaker 1
Plugs and switch it on. Wait for the blue light to come on, and blue, I think at the moment. Let's just check that. Blue or green? I'm not sure. Uh yes, blue, yeah. Yes? er day before yesterday, was that Wednesday I think
07:00
Speaker 2
Yes. Yes, until, um the light turns solid. Let's just wait. Right now, um the light on your SPNMX55, what's the color? okay sir um you've mentioned that you just got this device from Amazon right the MX4200 when did you order this one sir
07:00
Speaker 1
Yeah. Okay. Okay, yeah. Yeah, so, just going back to the setup, does it link up automatically or do I have to? No. I've not got it plugged in yes.
08:00
Speaker 2
Okay. So, that's around on the 24th of June. Okay. So, I'll be sending you an email later on. Okay. I'm going to like if you could like do a screenshot on your purchase order. I like the proof of purchase from Amazon. That'll be okay. Okay. Uh, no, sure. Um, we're just going to um, uh-huh. It will not um automokely be added up. So what's the light on the um, MX 4200 right now? Okay. So we need to plug in that node or that MX 4200. I could be like if just before the set up. Um, that near to the uh, Spin MX.
08:00
Speaker 1
Okay, yeah. and then when it, when I've got it set up, I can take it to where I want to plug it in, can I? okay. I'll, I'll give it a try then. see how I'll get on. can I set it up use using an iPad? [silence]
09:00
Speaker 2
5, like, less than 10 ft away? Yes. Yes. Mhm. Yes, sir. Or, actually, sir, I can, since you have Internet connection right now from your SBN MX55 do you want me to walk you through, sir, in adding this one, the MX4200 or you want an I can send you, sir, an email? This is our home networking guide. It is a list of videos on how to, like, a guide on how to add this [silence]
09:00
Speaker 1
Okay, yeah, I'm just going to see if I can plug it in while you're on the line, shall I? Yes, hang on a minute. I didn't want to plug it in for a start, just in case it was the wrong one. that holds it together. Yes, that's right. Um, I can't remember whether I've seen on it for one year or two years now. right, there we go. I'm going to plug it in.
10:00
Speaker 2
[mumble] [mumble], [mumble] [mumble] child node to your network. [mumble] [mumble] [mumble]. Uh-huh. Uh-huh. Yeah, sure. No problem. [mumble] [mumble] Okay. Oh, okay. Uh, uh, uh, uh, uh, um I think Mr. Take Take's gonna be much, much better. uh, uh, uh, um [mumble] uh, uh, um Yeah. Uh, uh, um And then when I check it from my uh, uh, um By the way, sir, your SPN MFC 55 was bundled with gigabit, right? Um, can you still remember when did you get this, um device. [mumble] [mumble] Uh-huh.
10:00
Speaker 1
I just wonder where I just to get my my iPad ready. So be funny. Yeah okay I've got the blue light flashing now. No, it's purple. Yeah. Yeah.
11:00
Speaker 2
Alright, let's just wait, we'll make sure that that will be on solid. Okay, it's solid purple. Okay. Alright. So, on this device, to set up this, to add this to the network, let's use our, we call this as "5-press." Okay, we'll try to use this one. We are going to go first to your S Pen Max 55. Okay. Okay. And then there is a little.
12:00
Speaker 1
Okay. Do that now. Yeah, I've done it? What? This one? Yeah.
13:00
Speaker 2
Okay, to add this note, let's try to use our five press setup. Like press the reset button five times within five seconds, like press, release, press, release. Five times in five seconds. Okay, that'll be um like, not too fast, not too slow. So again, five press in five seconds. Okay, then five seconds. Um, sorry. Okay. [silence]
13:00
Speaker 1
That was flashing in the oh, right now the new one. The new one's flashing red now. Okay, yes. Yeah, the, uh, the gigaphore one has gone back to solid blue. The new one is flashing red. Let's hang on, I'll have a look.
14:00
Speaker 2
okay okay okay let's wait for that sorry that means it is responding to the command that we did on the parent okay bye there say for waiting did you receive the email
14:00
Speaker 1
And not yet. Oh yes, I have. Me till bridge has taken full control. Yeah, you want me to do it now or can I do it when we're finished? So ridiculous red my man.
15:00
Speaker 2
Okay. Uh-huh. Yes. I'm sorry? Okay. So flashing red. [silence]
15:00
Speaker 1
Sounds very busy in your office. I said it sounds very busy there in the background. that's all right.
17:00
Speaker 2
Mhm I'm sorry. Say yes, sir, sorry for that.
17:00
Speaker 1
Still blue? Yes. Yeah. And how do I connect to it once I take it upstairs? Yeah. Um well, I've been looking on the Wi-Fi on the iPad and I've not found it on there. Oh, oh will it? Okay. So if I could just take it upstairs and plug it in then, my wife should be able to get a stronger signal.
18:00
Speaker 2
Okay, it's still blue. All right. You may now unplug it, sir. Okay. And then you may now relocate that MX 4200. Just plug it in, sir. Just plug the device. Let's check if it will reconnect. Okay. Ah yes, sir. Um, this device, sorry, the MX 4200 will have the same Wi-Fi settings from the uh main node? M-hm. Yes. Yes. Yes, sir, Yes, let's try that sir OK If All right, OK, Yes, sir, Yes, sir, All right
18:00
Speaker 1
I think she's gone actually. Hello? Hello? Oh, hello. Uh, I've got it by the upstairs now. And the black, the blue lights. Okay. Okay. Okay then. Oh, it's going red again now.
20:00
Speaker 2
Yes, I'm still here. Yes. And then let's just wait for, yeah, or let's wait for another minute or 2 or 3 minutes there to fully boot up the device. Then it will like also give time for the device to like scan the network to reconnect. No, but you want to go to a step to him. Well, we've all.
20:00
Speaker 1
you just have to look through it it's normally higher than that no it's about normal until it got to the top but at least I've got one hello are you still there okay oh yes I think it's working now Uh solid blue now.
22:00
Speaker 2
Yes, I'm still here, sir. I just put my phone to mute. So, what's the caller right now? [silence] Okay, good. Try to check if there is an improvement of the signal.
22:00
Speaker 1
have to. Yes, my wife said she's got the full signal on her phone. That's so, I think it must be working. Mine doesn't. Mine goes up from full and then down to two. Oh, this is the wrong. Oh, and you never have full signal. Would you say you were checking to see if it's improved? Yes, uh my phone's gone up to full now. Are you still? Yes, No.
24:00
Speaker 2
uh huh okay all right that's great okay so the signal is okay now and how have you tried to check if you can access the internet okay all right that's great
24:00
Speaker 1
Life is still full so I think it's improved. Oh okay, yeah, yeah. Yeah, I've got that on the iPad downstairs so I'll do that. Okay. Okay. [silence] Yeah. Okay, yeah.
25:00
Speaker 2
okay so you please uh don't forget to like send us a copy of the um receipt um just to update the uh warranty on our record okay [silence] okay all right. [silence] So basically what we did here sir, we just um um add the um the MX 4200 as a child node. It's like sort of an extender. [silence] Um, but it will adapt the Wi-Fi settings from the um main node, the MX 55. Okay.
25:00
Speaker 1
That's good. No, that's fine. Thanks very much for your help. I'm glad I called you. Now, uh. Yeah. No, I will do. Okay. Thanks very much. Thank you. Thank you. Yeah, you too. Thank you. Bye. Bye. I'm only looking at phone, oh, oh, oh. Um. Hello, I'm not I'll try and disconnect. Thank you. Bye.
26:00
Speaker 2
All right. So is there anything else? You're welcome. Sir, if you need assistance again in the future, just give us a call anytime. And you can also visit our website, thesupport.links.com. Okay? And again, sir, please don't forget to send the receipt. Okay? Thank you. Okay. Okay. Yeah. Thank you. You're welcome. Have a great day. Have a great evening. You're welcome. Sir. Goodbye. Okay. Hello, sir. Okay. Thank you. Goodbye.
26:00