V2 Rubric Detail — 4d9ceee4-6a5d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:00
Duration
5m 37s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133759
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall2.1% (-45.9)

V2 Grader Summary

The agent collected model and serial information but offered no concrete troubleshooting, gave inaccurate LED information, and failed to provide next steps or escalation. Consequently the issue remained unresolved and the interaction lacked ownership, proper guidance, and accurate technical advice.

V1 Case Analysis

Child node solid red after outage; 5s reset gave flashing blue LED. Agent identified ready-for-setup but provided no pairing guidance, verification, or next steps.

Troubleshooting Steps
  • Confirmed LED status (solid red → flashing blue → solid pink/puce)
  • Instructed 5-second reset (already performed by customer)
  • Identified flashing blue as ready-for-setup mode
Key Observations
  • Agent correctly identified flashing blue LED as ready-for-setup (per KB).
  • Failed to identify model family (SPNM60/62) and reference correct Cognitive Mesh LED guide.
  • Did not guide customer through Pair button method (required for SPNM60/62) or verify main router health.
  • Accepted 5-second reset as valid despite KB specifying 10-15 seconds for factory reset on Cognitive Mesh devices.
  • Call ended without actionable next steps, escalation, or callback offer.
Positive Highlights
  • Displayed empathy and apologized for inconvenience.
  • Successfully collected model and serial number information.
  • Accurately interpreted flashing blue LED as ready-for-setup mode.
Agent Errors / Gaps
  • Misidentified model family (SPNM60/62) and omitted correct LED guide reference.
  • Provided incorrect reset duration (5s vs KB-specified 10-15s for factory reset).
  • Failed to guide customer through required Pair button method for SPNM60/62 devices.
  • Did not verify main router/WAN status before proceeding.
  • No escalation, follow-up, or concrete next steps offered for unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports a solid-red child node and the agent never provides a solution or confirms the issue is fixed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only asked for model/serial and noted the flashing blue LED; no troubleshooting steps (power-cycle, cable check, signal test, etc.) were performed.
R3 Not Met Correct resolution path conf 90%
Agent did not select or explain an appropriate resolution path (e.g., cable check, reset duration, re-add node) for the SPNMX55 family.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent identified the symptom (solid red) but did not ask further diagnostic questions or narrow the cause.
T2 Not Met Appropriate tools / resources used conf 85%
No tools, KB references, or remote-session evidence were used even though the issue required checking WAN connection or proper reset procedure.
T3 Not Met No misinformation conf 90%
Agent said the flashing blue LED means 'ready for setup,' which is inaccurate for SPNMX (ready-for-setup is solid purple).
Communication
C1 Not Met Clear & professional language conf 85%
Agent did not guide the interaction toward a resolution, gave no next-step instructions, and left the call hanging after collecting serial info.
C2 Not Met Confirmed understanding conf 80%
Communication was generic; the agent did not adapt language to the customer’s frustration or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent did not take ownership of the problem—no follow-up, no commitment, and no attempt to resolve before ending the call.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up promise was given.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
No escalation was performed even though the issue remained unresolved; escalation would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered an apology ('I do apologize'), showing some empathy, but did not acknowledge the customer’s frustration about the outage and repeated attempts.
X2 Not Met Tone & rapport conf 80%
Agent did not adjust tone or pace to the customer’s evident frustration and provided minimal engagement.
X3 Not Met Overall experience conf 85%
Customer had to repeat information (model, serial) and was left to troubleshoot on their own; the agent added no effort-reducing actions.
Call Transcript5 turns · 5 lines
Speaker 1
Thank you for calling Birdie. No, thank you for calling me. Yeah. You're sure. Yeah. We had a power outage today and the main node has stayed on. That's fine. The child node, which takes it out to the office, went red and I've tried to get it to connect back to the main one by doing the normal things that I do and nothing seems to be working.
02:00
Speaker 2
Hello, thank you for calling Lexington Technical Support, this is Charm. How can I assist you with today? I see. You're right, I do apologize. So the light status is solid red or blinking.
02:00
Speaker 1
Well, it, it was a solid red. And now I've just tried, well, I've done it different things, but the one I've just tried is holding the reset button in for five seconds. Um, and I've tried that before and it didn't work. I've just tried it again and the blue light is flashing on it on the child node. Well, yeah, yeah, yeah. I tried that earlier and it just went to a like a puce color eventually and didn't go to the. It's done it again now. It's gotten solid now. It's a solid like pink, very pinky-pucey color. Yeah. Oh, it's two inches. Yeah. I've got it right next to it now.
03:00
Speaker 2
being run. Alright, so now it's flashing blue because you pressed the reset button for five seconds. Alright. So it means it's on ready for setup mode, and how far is it from the main router if I may ask? I can change. Alright, right next to it. And can you tell me sir what's the model number and the serial number of that one?
03:00
Speaker 1
Of the child one or the main one? Where's the model number? It's a SP-NX-65, 55. Okay. All right. Hang on a minute. I just have to get some, it's not, you know, very light here. Hang on a minute. Okay. The serial number is 80691 AD1B.
04:00