V2 Rubric Detail — 66caed56-7649-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 19:08
Duration
45m 3s
Contact
Mason Woon
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135697
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall22.8% (-13.2)

V2 Grader Summary

The agent achieved temporary symptom relief but provided technically incorrect instructions by recommending a 5-press reset for an LN1100 model, which requires holding the Pair button per the KB. Additionally, the agent failed to use any diagnostic tools (local web UI) and exhibited poor communication and call control. While the customer reported the node turned solid white and expressed satisfaction, no verification was performed to confirm full resolution, resulting in a partial resolution outcome.

V1 Case Analysis

LN1100 node offline with solid red/orange light. Agent incorrectly advised 5-press reset on parent router (not supported on LN series). Node later showed solid blue but no verification of Wi-Fi or mesh connectivity. Call closed without resolution.

Troubleshooting Steps
  • Confirmed device model (LN1100).
  • Requested serial number (not provided).
  • Instructed 5-press reset on parent router (incorrect for LN series).
  • Asked about LED color changes after reset.
Key Observations
  • Agent advised 5-press reset on parent router, which is not supported on LN1100 series (universal_5press_models.md).
  • Correct procedure for LN1100 requires Pair button method or factory reset of the child node (universal_mesh_node_management.md).
  • No verification of Wi-Fi functionality or mesh reconnection was performed after LED change.
  • Agent did not guide customer to factory reset the child node or use the app to re-add it.
  • Call ended without confirming resolution or setting follow-up.
Positive Highlights
  • Collected customer's phone number and confirmed full name (Mr. Woon) and model number (LN1100).
  • Maintained polite and patient tone despite customer confusion and background noise.
Agent Errors / Gaps
  • Provided materially incorrect technical advice by instructing 5-press reset on LN1100, a model not supported for this method (universal_5press_models.md).
  • Failed to identify that LN series uses Pair button method, not 5-press (universal_mesh_node_management.md).
  • Did not verify whether the node successfully rejoined the mesh or provided Wi-Fi after LED change.
  • Did not guide customer to factory reset the child node or use the app to re-add it.
  • Allowed call to close without confirming resolution or setting follow-up, leaving the issue unresolved.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reported the node turned solid white and said 'that'd be all for now,' suggesting temporary symptom relief, but no verification was done via web interface or functional test to confirm full reintegration into the mesh.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped foundational troubleshooting: did not verify LED status systematically, failed to guide customer to check router dashboard at http://192.168.1.1 or http://myrouter.local, and jumped directly to an incorrect reset procedure without isolating the issue.
R3 Not Met Correct resolution path conf 95%
Agent applied a 5-press reset — invalid for LN1100 (which uses a Pair button per KB) — instead of correct factory reset steps; also failed to determine warranty status or consider ISP involvement, misaligning resolution path with product-specific protocols.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (one node with flat line, solid red/orange light), but asked no follow-up about network topology, recent changes, or placement, and proceeded without logical diagnostic sequencing.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools: agent did not instruct customer to access local web interface (http://192.168.1.1 or http://myrouter.local) to verify node status, check firmware, or review logs — a critical omission given the scenario.
T3 Not Met No misinformation conf 98%
Instructed customer to perform a 5-press reset on an LN1100, which is not a supported method per KB; correct procedure requires holding the Pair button for 10–15 seconds — this is a material technical error.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control repeatedly: multiple long silences, unclear instructions ('press five times'), confusion between parent and child node, and failure to reframe or summarize — culminating in disjointed dialogue and customer confusion.
C2 Not Met Confirmed understanding conf 95%
Used non-standard terminology ('FI pressure'), failed to confirm understanding despite customer confusion ('say it again'), and did not adapt language or pace to customer’s expressed difficulty with technology.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and attempted end-to-end resolution without deflecting responsibility — demonstrated ownership despite technical shortcomings.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up plan provided; agent did not confirm whether the fix was permanent or advise on monitoring, leaving customer without guidance post-call.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or observable; customer mentioned a previous call but agent did not access or use that context, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted at the time — issue was within scope of L1 support, though mishandled.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered brief acknowledgments ('thank you for waiting') and closed politely, but showed no genuine empathy for customer’s security concerns or repeated effort, and tone remained mechanical.
X2 Not Met Tone & rapport conf 95%
Failed to adapt to customer’s confusion, language barriers, and self-identified low tech literacy; repeated unclear instructions without checking comprehension or adjusting approach.
X3 Not Met Overall experience conf 95%
Customer had to repeat device location, model, and actions multiple times; agent introduced unnecessary complexity with incorrect procedure, increasing effort rather than reducing it.
Call Transcript39 turns · 46 lines
Speaker 2
welcome to links this support to ensure quality service your ca monitor for in warranty products our support team available help with performance hardware issues register your product by visiting register Dot Links. This Dot com please have your device serial number ready for assistance press one. Now for out of warranty products paid support available depending on your issue please have your device's serial number and contact information ready if unavailable kindly call back later for out of warranty product paid support option available depending on the issue [silence] Thank you for calling Inksis, this is G. How can I help you today? Yeah. Uh-huh. Uh-huh. [silence]
00:00
Speaker 1
This setup is says that the node is already exist on it. So, I don't know what is the right way to reboot back my one of my node. Because when I look at my my app, it shows me how, any of my node have a Wi-Fi on it, but one of them have not. I'm I'm not sure if it connected or not because like the length C 0,0000140, which I have, it's a flat line, three, three the three of the node have a have a Wi-Fi signal, and then one of the node have a flat line also. Can you help me how to, uh, able to, uh, boost up my, uh, one of my note that is, uh, that is flat? Uh, [silence]
13:00
Speaker 2
I'm sorry
13:00
Speaker 1
1- okay- uh phone number area code 513-384-5060. yes that's where I'm speaking. yes yes ma'am please don't hang up. thank you. That's correct. That's correct. I just I just recently called here concerning about my uh my router too it ended up get fixed because I have to split up the 5G and 2.4G.
14:00
Speaker 2
Oh, yes, sir. I can definitely help you with that. And before we proceed, may I have your phone number, please, just in case you get disconnected. Okay. Am I speaking to Mr. Mass, uh, Mason? Mr. Woon. Okay, got it, thank you. Okay, uh, the device you have, sir, is, okay, it's an LN one, 1100, sir, right? Okay. [silence] Uh huh. Yes, may I have the city a number of your lanesister, please?
14:00
Speaker 1
I think that, I think I had called, called, uh, because I looked it up on, uh, on, uh, on the Google about ling cu and I, and if, for some reason, the phone number is different, so I dialled, I dialled the 877-440-1357. The minute when he, he said, uh, phone, I was a little suspicious, maybe it's not Lindsay, but he did ask me the, the model of the Lindsay and, uh, and, uh, serial number. Is it possible that he can put a, but that's, that's all the information I gave him. Do you think that they can hack, hack on my router or no? Giving out my serial number and my model number on my, uh, router. Okay. Oh, for letting me know that it's no, uh, I'm so worried because I, I can, I can feel, I can feel that, you know, there, uh, they, and when I looked it up on the Google, they just say
16:00
Speaker 2
uh actually, no, sir. No, sir. That that's not possible, sir. Hmm. Hmm.
16:00
Speaker 1
you know something that is not registered uh... it it has come from uh... North North America somewhere in North America because the error code is 877. So you just mean that Yeah so you mean I won't be in trouble for giving him my model number and my serial number. It's not correct right? yeah. okay. okay. because they still have to find out the password right? okay. all right. you need my serial number? okay okay yes yes. yes. yeah cuz I
17:00
Speaker 2
Okay. I see. Um, no, sir, you don't have to worry about that, as long as that person is not able to connect to your Wi-Fi. Yeah, he won't be able to get through the user interface. Correct. Yeah, that's correct, sir. I have actually here a record, sir. Uh, I believe this is already good. Okay. So only one node I think if you could um connect that other laptop there should be no problem. the client laptop or whichever. Let's just call it laptop 2 for now. Ok. So laptop 2 will also come from laptop 1 then the printer and also the hard drive. Alright. Now how about let's connect laptop 2.
17:00
Speaker 1
That's correct. The color of the adapter. Sweat. It's right next to me. Right next to the router. Oh, just only maybe six inches right next to the router. Because what I normally do back in the day, back a few years ago, when I have one of the note like that, what I do is, uh, when I go to the app, and, and uh, it says, uh, it says that, uh, set up new product. And then before I do the set up new product, right at the bottom of the note, there's a reset. And then I push the reset on it. And then plug it in and then push the reset. [silence]
18:00
Speaker 2
It is not working right now, right? Where is this node right now, sir? Where is it right now? Uh like how far sir, can you verify? Mhm, I see. Okay.
18:00
Speaker 1
and then while it's still blinking, then I go to the new product and, you know, if I go to the new product, they ask me to put it closer there and then you can see they are running, they are just like trying to trying to connect. That's what I did before, back in, uh, several years ago and it worked. But this time, it didn't work. [silence] like orange red, like orange red. I did. I did. What is a proper, okay. What is a proper way you...
19:00
Speaker 2
Back again. Put several -- um, several years ago and it worked, but this time it doesn't work. Oh, I'm done. [silence] uh, this one here on the, uh, on this device on the child node. solid red. orange/red. Did you try to reset this devicer? This, um, okay. Can you do another reset?
19:00
Speaker 1
You want me to unplug the plug first and do the reset, or that is already plugged in and push the reset?
20:00
Speaker 2
yes. uh, while we wait for that, sir, they have um, that I just put you on hold for one to two minutes. Okay. Be right back, sir. Just stay on the line, okay? Thank you. [silence]
21:00
Speaker 1
Señora Mrs Marie you're welcome ease right now. Yes, it's a blue light, solid blue. you
22:00
Speaker 2
Hello sir. Hi sir thank you so much for patiently waiting. So do we Though have a solid lit yes sir on the the node?
22:00
Speaker 1
which one the the no I'm sorry say it again I got a little confused can you can you repeat it back again I got a little confused for your direction yeah the button yeah on the note okay for five times is that what you mean okay five times five
23:00
Speaker 2
Yes, that's good, sir. So, um, this time, sir, I will ask you to press and release the reset button of the parent node five times. That's the main router, sir. Press. And release, press, and release. Five times. I'm sorry, sir. Oh, yes, yes, sir. Underneath the parent node, there's a reset button, right? Okay. Press and release, sir. The reset button of the parent node. Yes, press, release, press, release, press, release.
23:00
Speaker 1
doing it now.
24:00
Speaker 2
Yep. Hello, sir. Sorry. Okay, so, yes, sir. Do the FI pressure on the parent node, please. Uh-huh. What's the light on the top of the child node, sir.
24:00
Speaker 1
[silence] Is the color blue mean to say detecting the Wi-Fi, is that what it is? 3.5 hello, are you with me where you located at Manila, Cabayan? Yeah, I'm a Chinese Filipino. Yeah, still solid blue.
26:00
Speaker 2
[silence] [silence] Yes, Philo. Philo Philip Sir. [silence] [silence] Philo Sir.
27:00
Speaker 1
Beyond just waiting for the blue light to turn white, what else should I be doing? Rip Reamier, let's try again. Let's get a winner for the three of a Dime game. And everything for something is common. Today it's Duck two. silhouette blue is that okay?
28:00
Speaker 2
Is this wireless here? yeah. I, uh, I'm in, uh, wired extension. wired extension. banana. I just have the wired. Thanks. still color blue. it's not flashing sir. [ silence ]
32:00
Speaker 1
no, it's a solid blue at the bottom, the reset is on the bottom, you want me to do it again? Hm, we, you, you mean, you mean the the main machine? Oh. Oh, I thought that you're talking about the main router. I don't, there's no reset button on the the router. Oh, okay. Understand. Yeah, okay. So so you mean I press five times on the main router? Is that correct? Okay.
33:00
Speaker 2
Did it flash? where did you press the reset five times here? Oh no, sir, I'll, you have to press and release the reset button off the parent node, which is the main router, it's not really, Mickey. Yes. okay. yes. other.
33:00
Speaker 1
one time, release second time, release third time, release fourth time, release five time, release okay the router, it's show what is blinking white yeah, that is that's what i meant the main router the main i just i just i just push five time that you told me the main router, right? and push five times now it's kind of little white and orange from the main router
34:00
Speaker 2
What's the light, sir? Okay. How about, how about the main routes and street? Um, okay.
34:00
Speaker 1
Now, the main router is white now, white solid, but the note blinking white. Punch it. Punch it. Again, right now only. Oh. Most of the time, most of the time. Most of the time. So, should we resend the password? Well, if we could, just try. Okay, The main came out solid toy. that thing were good now right? Are we good now for that? Oh okay. So the way they introduced
35:00
Speaker 2
Uh-huh. It considers. Spouse investors. Uh-huh.
38:00
Speaker 1
Yeah, I was talking to you and it got a solid white on the basement. But what I normally do, I put my note upstairs and I transfer it. I plug it back in. Now it's color blue. It's blinking.
40:00
Speaker 2
can type bigger the address bar? Can you type one two? OK. Still no changes right now, sir. Can you type in the your address, please? OK. Can you type in your address? OK.
40:00
Speaker 1
Did I do anything on that or no? I'm sorry.
41:00
Speaker 2
Um, theファイブラスター。
41:00
Speaker 1
Yeah, it turned out, turned out white, a solid white now. Okay. okay. Hey, thank you so much for, thank you so much for, I'm gonna be, get me a drink. Um I think that'd be all for now, and you did show me the trick now, I, the the old way what I'm doing.
43:00
Speaker 2
Okay. Well, that's good to know, sir. That means that this is already added to your profile. Um, any. Yes, you're welcome, sir. Uh, any other things you want to try out? Yes, yes, sir. That's actually, yeah, that's actually the fastest washer of adding a child, uh, no.
43:00
Speaker 1
oh okay yeah so so the way how you told me is to press the note for 15 seconds and then after that press the press the main the main router for five times and then press the reset button that's that's what you asked me to do and wait for the yeah that's that's good to know from your I'm not very good on technology that's why good thing you guys were here [silence] yes yes thank you you too thank you goodbye
44:00
Speaker 2
Oh, okay. Uh-huh. Um. Oh. Uh-huh. Okay, you're welcome, sir. Anyway, sir, if you need further assistance, you can call us back. Messages is open from Mondays to Fridays, 8 a.m. to 11 p.m. Okay. Thank you, sir. Have a good day. Please stay safe. You're welcome, sir. Oh,
44:00