V2 Rubric Detail — 3e5b3a5e-7a42-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 20:27
Duration
31m 15s
Contact
Cesil Fernandes
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136249
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall53.0% (+0.9)

V2 Grader Summary

The agent performed limited troubleshooting and escalated appropriately when warranty replacement became necessary. However, a materially incorrect LED instruction (expecting 'solid purple' on MX4200) and failure to use the admin UI as a diagnostic tool undermine technical accuracy. The escalation was handled correctly, but the customer experienced high effort and insufficient empathy.

V1 Case Analysis

MX4200 child node blinking blue/red, unable to pair with parent. Multiple reset attempts performed; escalated for warranty replacement pending receipt submission.

Troubleshooting Steps
  • Moved child node to a wall outlet and removed power strip.
  • Instructed customer to hold the reset button with a pin until LED changed (incorrect procedure for MX4200).
  • Observed LED transitions (blinking blue, solid blue, solid red).
Key Observations
  • Agent never used the documented 5-press pairing method for MX4200 (Intelligent Mesh) nodes, which is the correct procedure per velop_child_node_setup.md and universal_5press_models.md.
  • Repeated reset attempts without verifying node status in the admin dashboard (http://192.168.1.1 or http://myrouter.local).
  • Provided incorrect reset instructions: MX4200 nodes should be reset by holding the button for 10 seconds until LED changes, and the ready state is solid blue (not solid purple per led_intelligent_mesh_consumer.md).
  • Did not check parent router’s internet status or LED before troubleshooting the child node.
  • Incorrectly stated the node should turn solid purple after reset (MX4200 uses solid blue for ready state).
  • Assumed warranty status without verification; agent claimed 'already out of warranty' without checking purchase date or performing a warranty lookup.
Positive Highlights
  • Collected essential customer information (name, phone, email, serial numbers) — transcript [01:00–02:00].
  • Attempted basic hardware troubleshooting (power strip removal, reset) — transcript [04:00–05:00].
  • Escalated to a supervisor and set expectation for a follow-up email — transcript [21:00–25:00].
  • Supervisor confirmed SSID not broadcasting and acknowledged hardware fault possibility — transcript [27:00].
Agent Errors / Gaps
  • Did not attempt the correct 5-press pairing method for MX4200 (Intelligent Mesh) nodes. The proper method is 5 quick presses on the parent's reset button (per universal_5press_models.md and velop_child_node_setup.md).
  • Failed to verify node presence in the web UI/dashboard after reset. Should have directed customer to http://192.168.1.1 or http://myrouter.local to check Network Map (per velop_child_node_setup.md and universal_mesh_node_management.md).
  • Provided incorrect reset instructions: MX4200 nodes should be reset by holding the button for 10 seconds until LED changes, not until solid purple. The ready state for MX4200 is solid blue, not solid purple (per universal_factory_reset.md and led_intelligent_mesh_consumer.md).
  • Did not check parent router’s internet status or LED before troubleshooting the child node. Should have confirmed solid blue on parent first (per velop_wifi_connectivity.md).
  • Incorrectly stated the node should turn solid purple after reset. MX4200 uses solid blue for ready state, not purple (per led_intelligent_mesh_consumer.md).
  • Assumed warranty status without verification; agent claimed the device was 'already out of warranty' without checking purchase date or performing a warranty lookup (transcript [19:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
The child node remained unpaired and no technical resolution was achieved; the call ended with a request for a receipt to pursue warranty replacement.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed basic troubleshooting (power cycling, reset attempts) but skipped key diagnostics like checking the admin UI, node placement, or WAN status, relying on LED observation alone.
R3 Met Correct resolution path conf 96%
Agent correctly followed path: attempted troubleshooting, recognized potential hardware fault, escalated to supervisor for warranty evaluation — appropriate for out-of-warranty or proof-requiring scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (blinking blue) and collected model/serial, but failed to ask key diagnostic questions (e.g., distance, admin dashboard status, prior changes) to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 98%
No use of tools such as web UI (http://192.168.1.1) to check node status, topology, or pairing — a critical omission for mesh node issues where dashboard visibility is essential.
T3 Not Met No misinformation conf 97%
Agent incorrectly instructed customer to wait for 'solid purple' on MX4200, which uses solid blue (not purple) for ready state per KB; this is a materially incorrect LED interpretation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent gathered information and gave directions but lacked clear framing, had long silences, and did not manage transitions or expectations effectively during troubleshooting.
C2 Partially Met Confirmed understanding conf 86%
Language was understandable but included confusing phrasing (e.g., 'solid purple' for MX4200); agent did not confirm understanding or adapt terminology to customer’s level consistently.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on case, performed troubleshooting, and only transferred after reasonable effort when warranty replacement became necessary — demonstrated ownership.
O2 Met Proactive follow-through conf 97%
Supervisor clearly set next steps: email to be sent, receipt required, ticket number LTS00136249 provided — specific, realistic, and actionable.
O3 Met Closure confirmation conf 96%
Supervisor referenced prior agent’s work ('level one already checked this one') and did not re-ask for model, serial, or symptom details — maintained continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
Escalation to supervisor occurred after troubleshooting attempts and due to need for warranty decision — valid trigger based on complexity and policy requirement.
E2 Met Escalation prep & handoff conf 97%
Supervisor used correct path, provided ticket number, explained receipt requirement, and informed customer of next actions — full and clear escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent acknowledged customer’s concern ('I totally understand your concern') but did not express empathy for frustration or repeated effort; tone remained procedural.
X2 Partially Met Tone & rapport conf 87%
Agent maintained engagement but did not adjust pace or tone to customer’s growing frustration; repeated reset instructions without checking comprehension.
X3 Not Met Overall experience conf 93%
Customer repeated information (model, serial), performed multiple reset attempts, and later must locate receipt — high effort not minimized by agent.
Call Transcript54 turns · 56 lines
Speaker 1
Hi there. I'm having some trouble with my Linksys Velop Mesh Network. I can't get the child node to connect to the parent node. It used to work and then it went offline and I've tried for the last couple of days to reset it and to get the child to see it and it won't work for me.
00:00
Speaker 2
[silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] uh it was working fine. Um it it's uh it's been in my house for about two years now without any issues and just recently it stopped working. Uh no. Canada. Their first name is Cecil. C-E-S-I-L. The last name is Fernandez. F-E-R-N-A-N-D-E-S. 416 624 0556. C-E-S-I-L. [silence]
01:00
Speaker 2
Nine. Is it a newly purchased? Okay, so I totally understand your concern all about sir, but is this your first time calling us for support? Are you calling from United States? Canada. May I know your first name and last name sir, and your callback number just in case if its call will disconnect. And your email.
01:00
Speaker 1
I uh just the two the the parent and the child. Yeah, it's 38 U 1 0 M 3 a A, a 0 5 1 6 2. uh Rogers.
02:00
Speaker 2
It's Ciso Fernandez at gmail.com and how many lynk devices do you have? Can you please provide a serial number of the child node that you're calling regarding of the issue? And who is your internet service provider? Rogers. So let me just confirm the serial number that you just provided sure.
02:00
Speaker 1
Sure. Yes, ma'am. Model number. Oh, MX 4200. The parent is like a light blue solid. It's a darker blue and then it goes to flashing dark blue every once in a while. Yeah. Sorry, the child is blinking blue sometimes. Right now it's blinking.
03:00
Speaker 2
It's three eight U for umbrella, one zero and for Michael, three alpha, alpha, zero, five, one, six, two. And a model number? Okay, what is the light indicator of the parent node? Blues. It's working. How about this child node? Link it. Link it? Keep coming. Viewing it. Blinking blue. Karen. Blinking blue. Uh-how-about now? And there's like, an indicator. Blinking blue. [silence]
03:00
Speaker 1
yeah. go put your clothes in the washer. why are you talking to me. trying to give them help me fix the uh yes. Oh, um, actually it's a power strip. Sure. Okay. I just did that. Just gotta boot up. just give me one minute. can you just hold on?
04:00
Speaker 2
or read. Is it plugged in directly to the wall outlet or power strip? Okay. Can we move this one, sir, and try to plug this one to a wall outlet or main outlet? Does the power our power strip possibly cost the issue, since it's keep on blinking, dude. Yeah, sure.
04:00
Speaker 1
Okay, so the child is plugged into the wall and it's still blinking. Okay, it's solid now. [silence] Yep.
05:00
Speaker 2
Yeah, just keep on observing it. It will it takes tree up to five minutes for that note setup. solid blue? okay. So for the meantime, since it turned to solid blue, keep on observing it because possibly the power strip costs the issue, why it's keep on blinking blue.
05:00
Speaker 1
Yeah. When, when it was in my office, it was, oh, see it went, it went to blinking again. Yeah, it's blinking now. Yeah, it, it, it went from solid to back to blinking. Oh, and it just went to solid now. Oh, sorry. And it just went to blinking again. It, it, it is. It's right next to it. Yeah. Yeah.
06:00
Speaker 2
Yeah, because it's really recommended to connect the router directly to a main outlet. It's still blinking blue. Okay. Just keep observing it. Okay. Can you please move this one closer to the parent? Not about two or three feet apart. It is two or three. Feet apart. Okay. Gently press and hold the reset button.
06:00
Speaker 1
Okay, so i'm pressing and i'm gonna hold it until something. It's, okay, i'm pressing the reset button, nothing's happening, it's still just blinking blue, it hasn't returned red at all.
07:00
Speaker 2
Now, make sure the light blink, red, goes off, then turn to solid blue. When it turns to solid blue, that's the time that you release the reset button. Now, make sure the light blink, red, turn off, turn to solid blue. Can you please press and hold the reset button again. [silence]
07:00
Speaker 1
Yeah, I haven't let go. Okay, so I'm pressing and holding the reset button and it's just flashing blue still. Oh, there, it just turned red. It it just turned red. So, I keep on holding it until it turns blue? Okay. Okay, it turned red and then it turned off. So, I'm still holding it. Still holding it. It's off now, but I'm still holding it. Okay, I'm still holding it. It's still off. Okay, there, solid blue. So, let go? Okay. Okay. It's flashing blue right now. I'll tell you. [silence]
08:00
Speaker 2
Okay, let's go. You said a pin. Okay, keep holding. Yeah, 'cause the light went off then turned to solid blue. Yeah. Keep on holding until it turns solid blue. Okay. Yes, let go and release. Let's just wait for the light to turn solid purple. It will take two to four minutes. So keep on observing.
08:00
Speaker 1
just stopped on solid blue. solid blue, it stopped on solid blue No, no, it's, it's, it's still just blue, solid blue. Yeah, now it's blinking blue again. It went from solid blue to blinking blue. Yep. Is there another way to reset it?
09:00
Speaker 2
the uh... turn to solid purple or still blue? and that's the child node even if it is plugged into the wall outlet now
10:00
Speaker 1
Where do I put the pen? Okay. So push it... until it turns purple or until it turns red? Okay. let me just go get a pin to push it harder.
11:00
Speaker 2
Let's try to hard reset this router using a pen or a paper clip until it turns solid purple on the reset button. Yes. Yes, blinking red went off. It turned into solid blue, blinking blue, and turned into solid purple.
11:00
Speaker 1
Oh, right now it's solid red. Should I continue to push the reset button? Right now it's solid red. What's wrong? It just. And it just. Yes. Okay, I'm gonna push the I'm pushing it again with the pin now.
12:00
Speaker 2
solid red or solid purple let's recites what is the uh model number of the v gas notes are is is an mx-4200 okay kindly hard reset this one it should turn to solid purple or hot pink describe the light behavior
12:00
Speaker 1
Okay, it turned red now Thad. I'm holding the reset. Now, the light turned off. I'll keep on holding the reset. Okay, the light's off, I'm still holding the reset. It's still off. Okay, it just came on, it's blue, solid blue. Should I let go of the reset? Okay, it's blinking blue now, I'm still holding the reset.
13:00
Speaker 2
Yes. Keep holding. Keep holding. [silence]
13:00
Speaker 1
reset. Yeah. Okay. I just let go. It's sto- It's blinking blue. Okay, it stopped. It's solid blue now.
14:00
Speaker 2
blinking blue okay release are let call
14:00
Speaker 1
Yeah yes and now, now it's solid blue yes. Right now, yes, right now it's steady blue. [silence]
15:00
Speaker 2
It blinked red, then it blunted, went off for, and it turned to solid blue. It blinked blue for a while, then turned to solid blue. and steady blue, it doesn't blink. It's just steady blue. Slowly turn it. Unplug the power adapter of this node here, and then plug the power back, and then check the light color of the router.
15:00
Speaker 1
Okay. Okay. So I'll I'll I'll plug it. I'll plug it back in. Okay. Plug it back in. It's showing a blue solid light. And now it's flashing. It's blinking blue. yes. still blinking blue. Oh, it just went to solid blue. yeah. Ah. on the bottom it is called Velo setup BDS I see the other yeah it BG two, sorry. No, I don't see it. I see the other one for my parent node uh but I don't see this one.
16:00
Speaker 2
Yeah, it will takes two to four minutes for our router to boot up. So just keep on observing it. [silence] Okay. And let's check if the Wi-Fi name of this node here is broadcasting. What is the Wi-Fi name of this child node? [silence] Bfory Dfor. [silence] And let's check if the Wi-Fi name of this child is wordcasting. Develop setup BDS.
17:00
Speaker 1
Yes, it-it's the one that came with it. Like, what what is, what's on the plug?
18:00
Speaker 2
And it's already connected directly to a wall outlet. Can you have the option serve to use a different power adapter of the working nodes? Can we check the specs of the power adapter? What is the power specs of the power adapter of this node? Yeah, is it 12 volt, 1.5 amp?
18:00
Speaker 1
12 volts 3 amps okay what what can we do can can you send a replacement oh I can't remember no it was no no you you you continue How long is the warrants for Oh and my
19:00
Speaker 2
Okay. Yeah, because if the SSID sure is no longer broadcasting and the device won't reset, I would like to set the expectation that it's possibly defective. Okay. So regarding with that, since this device is already out of warranty also, where did you purchase it? And then when? Do you have the receipt? Yeah, because if that device is go ahead. Yeah, because since the product is outside the warranty period, replacement options would still follow the warranty policy. It's three years for this product.
19:00
Speaker 1
It might be, it might be less than three years. Oh, I definitely don't have the receipt anymore. Is there anything you can? Can you make an exception? A one-time exception? Um, okay, is there anyone I can, I can talk to about getting a replacement? Um, just because, you know, it's, I think it's less than three years old. I just don't have the receipt.
20:00
Speaker 2
Yeah, but if you can, but regarding with that, we need to gather the receipt. Regarding with that, sir, we can provide a one-time exception. What we can only do in our end is to troubleshoot the router for proper isolation. But if the device proven defective, so either you really need to purchase a new one or do an upgrade. Yes, you can, but then I would like to set an expectation, sir, that there will be going to say the same.
20:00
Speaker 1
Okay, I still have to try just because I feel like it's, I didn't break it, I feel like it's defective. It should be covered under the warranty. Thank you.
21:00
Speaker 2
Well, um, expectation that I mentioned earlier, uh, what we can do in our support technician is to assist you, for proper, proper isolation, uh, so troubleshoot your Lenex router, and if it is proven defective, um, same thing, they need also to gather their receipt, uh, as a proof of purchase. Okay, uh, just, let me hold this call to 3 to 5 minutes to follow resources in my end. Um, just, uh, please, stay on the other line. I will be right back. Thank you.
21:00
Speaker 1
hi there i'm just having um trouble with one of my uh nodes for my mesh system um i was just troubleshooting it with the technician um and she uh diagnosed it as being defective and i i know it's within the three year warranty so i'm just hoping uh someone can help me and get a replacement uh for this uh child's node that's isn't working anymore that's correct yeah and it's not it's not being able to be picked up by the parent node [silence]
25:00
Speaker 2
hi(a).____This is Paolo, one of the remote supervisors. How may I help you today? Okay, I just want to verify. This node is not broadcasting its SS ID.
25:00
Speaker 1
No, I don't remember. That's the that's the problem. I know it was less than three years ago. Um so it should be under warranty and it hasn't given us any troubles until it just recently it just stopped working. Um and it's like I I have the serial number. I can give it to you if there's a way to to check you know the on your end, but I don't I don't have that information anymore. And I I know Lynx is a good brand and I I trusted them um for my home networking. So I'm hoping you can make an exception here and help me out.
26:00
Speaker 2
I see. Okay. And yeah, I see the rest of the nodes. Now, I'm sure the level one already checked this one, Cecile. But do you happen to know where did you purchase this one, sir? Mm-hmm. I see. For this one, Cecile, we have this policy, okay? We will honor the replacement but for the
26:00
Speaker 1
Okay, what can I do without the... Is there a... Can the customer service... make an exception for me? Right. Like I said, I don't... I don't have that. Not anymore.
27:00
Speaker 2
This one, we're going to need a receipt, so that we can uh forward this ticket to the customer service team. So um and checking on the documentation right now, SSID is not broadcasting. Already tried different power adapter. uh those actually exhibit a hardware problem, but we really need uh the receipt um uh Cecil for this. Um Uh, we will uh deem the device defective first before we can provide uh forward this ticket. But we need the receipt before we can forward it to them. I'm so sorry. But here's
27:00
Speaker 1
For Amazon, yeah, okay. Would an Amazon receipt work, or what am I, what would I be looking for?
28:00
Speaker 2
Now, um, here's what I'm going to do. Um, the level one, uh, the the agent that handled you, okay? Uh, will send an email. Uh, I believe this is your email address. It's Cecilfernandez@gmail.com. Right? Okay. Now, I'm going to ask her to send an email, uh, to you right after this call and, um, uh, give you some time to find the receipt. Once you have it, you can attach it to the email, and then, uh, the one that you, uh, assist to, we'll receive that and then will forward a ticket to the customer service team. Uh, if this is your, uh, purchase, this, from Amazon. Yeah, we can use that one. Uh, if this is the the right purchase.
28:00
Speaker 1
Right. Okay. Um, like I said, I'm not sure if I'm going to be able to find, find it. But okay. So, can you just confirm the email that you have? Can you spell it? Okay. And, and, like you said, there's nothing you guys can do unless I find this receipt. Okay, well, I guess I'll, I'll have to
29:00
Speaker 2
Sure, sure. It's spelled as C for Charlie, E for Edward, S for Sam, I for India, L for Larry, F for Frank, E, R, N for Nancy, A for Apple, L for Larry, A for America, N for Nancy, D for David, E for Edward, D for David, A for Apple, C for Charlie, Y for Yellow, S for Sam at gmail.com. Yes, sir. We need the receipt because we will base the uh the uh warranty and we're going gonna update your ticket before we can forward this to the customer service team. We need the date of purchase.
29:00
Speaker 1
Okay. But you'll send me an email that I can respond to- Okay. Is there a ticket I- you can give me? Yeah. Okay. Okay. Um, if you have, if I can get an email, I'll look for it. And
30:00
Speaker 2
yes, sir. Right after this call, I'm going to ask the uh the um the technician that assisted to send an email right after this call. Uh one second. Uh um Ah there is um the one that assisted you already created one. Are you ready? Um it's going to be uh LTS that's Larry Tom Sam 00136249.
30:00
Speaker 1
then, I'll see what I can find. Okay, thank you. Yeah. Bye.
31:00
Speaker 2
all right, I'll give her the instruction right away. Would that be all, Cecil? All right, and you have a great day, sir. Bye!
31:00