V2 Rubric Detail — 57b08922-7976-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 20:07
Duration
18m 10s
Contact
Jim Ramos
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00110999
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN11011201_CNs got disconnected to the network

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+42.0)

V2 Grader Summary

The customer’s mesh issue was fully resolved: both child nodes reached solid white status and full signal strength. The agent used the 5-press method on the LN1100 parent node, which is technically accurate per KB, and demonstrated strong ownership, communication, and customer experience throughout. No escalation was needed or performed.

V1 Case Analysis

Customer unable to reconnect LN1100 child nodes after power outage. Agent used 5-press method (non-standard for LN1100) on parent node; both nodes paired successfully and show full signal in app.

Troubleshooting Steps
  • Confirmed model (LN1100) and LED status of child nodes.
  • Instructed 5-press reset on parent node to initiate pairing (non-standard method for LN1100).
  • Waited for child node LEDs to change to blinking white then solid white.
  • Repeated procedure for second child node.
  • Advised on moving nodes after solid white status.
Key Observations
  • Agent used incorrect brand name (Lincsys/LynxSys) and wrong support URL (support.lynxsys.com) at call start — clear KB violation.
  • Agent advised 5-press pairing on LN1100 parent node, which contradicts KB: LN1100 supports the Pair button method, not 5-press (per velop_child_node_setup.md and adjacent_device_setup_scenarios.md).
  • Despite incorrect method, the pairing succeeded — possibly due to firmware tolerance or undocumented behavior, but this does not excuse KB deviation.
  • Agent incorrectly stated that devices must 'log into the child node' to connect, which is false — all nodes share the same SSID and credentials.
  • Agent provided clear, calm, step-by-step instructions and confirmed resolution via app verification.
  • No model or serial number collection was needed — agent confirmed model from prior case, which is acceptable per protocol guidance when CRM data exists.
Positive Highlights
  • Successfully resolved the customer's issue with confirmed full signal on both child nodes in the app (transcript [17:00]).
  • Provided clear, calm, and structured step-by-step instructions with appropriate pacing and waiting periods.
  • Confirmed resolution with the customer before closing the call, ensuring operational closure.
  • Maintained good call control and allowed customer to perform actions without rushing.
Agent Errors / Gaps
  • Incorrect brand reference (Lincsys/LynxSys) instead of Linksys — violates brand integrity and trust.
  • Provided an incorrect support URL (support.lynxsys.com) — not a valid Linksys domain; correct URL is support.linksys.com.
  • Advised 5-press pairing method on LN1100, which is not the supported method per KB; LN1100 uses the Pair button method (see velop_child_node_setup.md).
  • Stated that the customer must log into the child node to connect devices, which is technically incorrect — devices connect to the mesh network, not individual nodes.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms both child nodes are solid white and showing full signal strength in the app.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer through resetting parent node via 5-press, waited appropriate time, monitored LED changes, and confirmed pairing progress.
R3 Met Correct resolution path conf 95%
Agent correctly identified LN1100 parent node and used 5-press method, which is documented as supported for LN1100 in velop_child_node_setup.md.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (child nodes not connecting post-power outage), asked about LED status and distance, and applied logical reset procedure.
T2 Met Appropriate tools / resources used conf 96%
No additional tools were necessary; resolution relied on observable LED behavior and verbal guidance, which was appropriate for the scenario.
T3 Met No misinformation conf 94%
Guidance to use 5-press method on LN1100 is technically accurate per velop_child_node_setup.md, which lists LN1100 as a supported model.
Communication
C1 Met Clear & professional language conf 96%
Agent set clear expectations (4–6 min wait), maintained control during silences, and provided structured transitions without losing direction.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, confirmed understanding, and adapted pacing to customer’s feedback and informal tone.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through until confirmation of success.
O2 Met Proactive follow-through conf 96%
Agent provided specific timelines (4–6 min for pairing, 3–5 min after relocation) and confirmed completion with customer.
O3 Met Closure confirmation conf 95%
Agent referenced prior details (LN1100 model, two child nodes, LED states) without re-asking, showing case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent acknowledged customer’s effort, used affirmations (‘you're doing good’), remained patient, and expressed appreciation throughout.
X2 Met Tone & rapport conf 95%
Agent matched customer’s informal tone, allowed pauses, checked comprehension, and provided reassurance without rigidity.
X3 Met Overall experience conf 97%
Agent avoided unnecessary repetition, used existing information, and minimized customer effort by not requiring redundant steps.
Call Transcript22 turns · 25 lines
Speaker 1
Can you bring me your phone? I'll need the serial number or model number.
00:00
Speaker 2
Welcome to LynxSys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynxsys.com for more information about your product.
00:00
Speaker 1
moves good Wow. Everything's back up. Turn it on. [silence] Thank you. silence silence is that okay oh we are recording yeah okay listen yeah yeah doing some tests yeah yeah yeah yeah yeah thanks thanks okay okay My name's Jim and I was wondering if you could help me with my mesh system. I've never been able to get it up and working properly, and I have the day off today, so I was hoping you'd be able to help me. I have contacted before, right when I got it. Okay. Yep. Jim Ramos and my email should be J.A.Y.M.Z.442.msn.com.
05:00
Speaker 2
Thank you for calling Lincsys. This is Elah. How can I help? Uh yes sir let me just double check down one here. Is this your first time calling Lincsys or you've contacted before? Okay let me just check if I can pull up any records here for a while. Okay there is an account associated, sir, with your phone number. Maybe you can help me verify the first name and last name and then the email that's on the account.
09:00
Speaker 1
Yes. Yes, perfect. Yes, uh-huh. Well, the the parent, I have, it came with the parent node and two child nodes. The parent node's working fine, but I can't get the child nodes to connect. I had a power outage and they never ever since the power outage, I've never gotten been able to get them back online. Uh right now it's blue. They're in the same room, probably about 2 feet away from the parent node.
10:00
Speaker 2
Thank you, sir. And this is still your best callback number, right? The one that ends in 37-47? Okay. So, for this one, sir, what I have is you have the LN 1100 for the parent node, right, or the main node? Okay. And you've mentioned that it's not working properly, since you've got... I see. What's the LED lights, sir, of the child nodes? Mhm. Okay. And how far are they, sir, to the parent node, or they're just within the same location where the parent node is? Okay. And you've mentioned.
10:00
Speaker 1
Yes, uh-huh, yeah. Yes. The other one. Yes, I did. No, uh, the blue just the the note just stayed in blue. [silence] Five times. Okay. Okay. One, two, three, four, five.
11:00
Speaker 2
Sure, that the parent node is working fine, right? Okay. And just to confirm your internet service provider is Comcast? Okay. Thank you, sir. And did you reset sir, the child nodes? Okay. And after the reset, you did not do anything yet? Okay. So let's try this one, sir, since your parent node is working. I need you to I need you to go to your parent node and then press the reset button of your parent node five times. Do not hold it. Just it's press, release, press, release. So press it five times. Not too fast, not too slow. Yes, the interval is one press per one second. [silence]
11:00
Speaker 1
so the the light on top of the it's white blinking now okay up the one blue is starting to blink okay okay it just turned white and now it's blinking okay awesome totally cool awesome
12:00
Speaker 2
Okay, so let's give it uh let's give it a minute. Let's see if one of your child nodes starts blinking. Okay, that's good. So let's give it like uh let's give it say like four to six minutes since that is usually the time frame for the child node to connect. Okay. Okay, so at least the parent node was able to recognize one of the child nodes. So, um, let's just wait with that one sir. Six minutes. If you need to do something else while we're waiting you can take your time. I'll just be here. I'll just update your case here for documentation. Okay? Okay.
12:00
Speaker 1
So I brought my other child node in the same room right next to me. And then I just plugged it in. It's oh, there it goes. It's starting to blink too. It's blinking blue right now. Just two. Once I get them connected, if I want a device to work off the child, uh, node, I have to log into the child node, don't I?
13:00
Speaker 2
Okay. How many child nodes do you have there, by the way? Just two. Okay. Okay. Okay. Okay. Okay. Okay. Uh no need actually, sir. All you just need to do is that once all of the child nodes are um solid white and then you move them to your preferred location, all you just need to do if you want to connect that device to that child node, just turn off the Wi-Fi of the
13:00
Speaker 1
Oh. Okay. I see what you're saying. Okay. Oh, okay. I see. Okay, the one child node is solid white now and the other one's still blinking blue. Yes.
14:00
Speaker 2
that device and then give it like maybe 10 to 15 seconds before you turn it back on, it will usually should connect to the nearest node or to the child node where you're where it is actually in. So, on since we don't have an option to force a device to connect to the child node. So, that's that's the workaround. [silence] Okay. That one that is blinking bluish that is the child node that you that you just plug in right? Okay. So, um that one sir.
14:00
Speaker 1
Uh the child mode huh no I didn't but guess what it just turned solid white oh okay Once we connect them I can move them to any part of the house. Okay cool. So I have to I have to do it within like 30 seconds or so. So. So. No like like I unplug it here I got to do it within a minute or so to plug it back in to where I want to have it at.
15:00
Speaker 2
it will probably not connect right away, right, right away to the, um, parent node, so you need to do, did you reset that one, sir, as, as well, the second child node, yes, oh, okay, so let's give it some time, we still have like three minutes left, correct sir, sir, yes, uh, not necessarily sir, once, uh, oh, you mean, if you need to wait 30 seconds, uh, no, he said you can.
15:00
Speaker 1
Oh, okay. Okay. Oh, okay. Holy cow. And I don't know what I was doing. Cool. Thank you.
16:00
Speaker 2
Can just actually take your time. we have- you can just- just unplug it and then move it to your preferred location, then just plug it back in. So once you plug it back into your preferred location, you just need to wait maybe three to five minutes. It should automatically reconnect. Now you're actually doing good, sir.
16:00
Speaker 1
not yet. no, I'm okay. Oh look at that. okay, so I went on to my app on my laptop and now it shows both noidson line full strength. Yes, they are both at signal. Thank you so much. Nope, you are solid.
17:00
Speaker 2
That's good. And then those two child nodes, sir, are, they're back to solid white, right? Okay, so you can move that one, sir. Then you can just take your time. Then plug it in and wait maybe 3 to 5 minutes. Then you should be good. You're welcome, sir. Anything else?
17:00
Speaker 1
Totally awesome. Thank you very, very much. You too. Bye bye.
18:00
Speaker 2
you're welcome, sir. You have a great day, OK? Take care. Thank you, sir. Bye bye.
18:00