V2 Rubric Detail — 672bc2ac-7955-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:11
Duration
14m 49s
Contact
Meganee Dosanjh
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136007
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding C
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication5.00/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall47.3% (-4.7)

V2 Grader Summary

The agent failed to identify a critical hardware incompatibility between the SPNM60 (Cognitive Mesh) and SPNMX57 (Intelligent Mesh) as defined in velop_mesh_compatibility.md. Additionally, the agent provided the incorrect default IP address for the SPNM60 (192.168.1.1 instead of 192.168.10.1). This led to an invalid resolution path where the agent claimed the node was connected based on an LED color that does not indicate successful mesh pairing for these mixed generations.

V1 Case Analysis

Customer unable to get older Velop node to provide coverage in loft. Node shows solid blue, indicating it is online. Agent confirmed node is in mesh via router UI (192.168.1.1), advised relocation with 30–60 ft spacing, and explained shared SSID. No internet or signal validation performed.

Troubleshooting Steps
  • Collected model numbers and serial number (65N10M23F10063).
  • Confirmed ISP is Community Fibre.
  • Asked about reset attempts and observed LED behavior (solid blue).
  • Guided customer to access router web UI at 192.168.1.1.
  • Confirmed node is listed in mesh network.
  • Advised relocation with 30–60 ft spacing and 3–5 minute startup time.
Key Observations
  • Agent correctly identified solid-blue LED as online status per KB (led_intelligent_mesh_consumer.md).
  • Provided correct local access URL (192.168.1.1) and confirmed node presence in mesh.
  • Failed to verify internet connectivity after suggested fix, leaving resolution unconfirmed.
  • Did not collect or discuss warranty status despite troubleshooting a hardware integration issue.
  • Long silences and filler ('uh-huh', 'uh-uh') reduced efficiency and clarity.
  • Misgendered customer (switched between 'ma'am' and 'sir') without clarification.
  • Did not confirm that the node provides internet in the loft after relocation.
Positive Highlights
  • Correctly interpreted solid-blue LED as indicating the node is online and part of the mesh (led_intelligent_mesh_consumer.md) (transcript [04:00]).
  • Collected both parent and child node model numbers and serial number (65N10M23F10063) (transcript [02:00]).
  • Provided the correct local router access URL (http://192.168.1.1) and guided the customer to the web interface (transcript [07:00]).
  • Confirmed the node was listed in the mesh network via the router dashboard, validating its connection (transcript [09:00]).
  • Provided accurate node spacing guidance (30–60 ft) for optimal mesh performance (transcript [12:00]).
Agent Errors / Gaps
  • Failed to verify internet connectivity or signal strength after relocation, leaving the core issue unconfirmed (transcript [12:00]).
  • Did not collect warranty status or discuss support eligibility, a protocol miss for hardware troubleshooting (PROTOCOL).
  • Misgendered the customer multiple times, switching between 'ma'am' and 'sir' without correction or clarification (transcript [12:00]).
  • Used excessive filler ('uh-huh', 'uh-uh') and long silences, impairing call efficiency and clarity (transcript [01:00]–[04:00]).
  • Did not confirm that the node provides internet in the loft, only assumed it would after relocation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent claimed node was connected based on solid blue LED but failed to verify actual mesh integration or internet sharing; customer's core need (coverage in loft) was not confirmed resolved.
R2 Partially Met Diagnostic thoroughness conf 98%
Agent asked about reset and LED status but skipped critical compatibility check: SPNM60 (Cognitive Mesh) and SPNMX57 (Intelligent Mesh) are incompatible per KB; troubleshooting proceeded on false assumption.
R3 Not Met Correct resolution path conf 97%
Agent did not identify that SPNM60 and SPNMX57 are from different mesh generations (Cognitive vs. Intelligent Mesh), which are incompatible per velop_mesh_compatibility.md; recommended path is invalid.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent followed symptom → LED → login flow, but failed to diagnose root cause: cross-generation incompatibility, which is the primary barrier to node joining.
T2 Partially Met Appropriate tools / resources used conf 93%
Agent used web UI access (192.168.1.1), but gave incorrect IP for SPNM60 (should be 192.168.10.1); also failed to use KB to verify compatibility, a necessary tool for this scenario.
T3 Not Met No misinformation conf 96%
Agent stated 192.168.1.1 as default IP for SPNM60, which is incorrect (correct is 192.168.10.1 per KB); also falsely claimed nodes of different mesh generations can work together.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, guided interaction with clear steps, and managed transitions despite customer pauses and confusion.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated instructions, and adapted to customer’s pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the customer through each step.
O2 Partially Met Proactive follow-through conf 88%
Agent gave general relocation advice but did not address the fundamental incompatibility; next steps were based on false premise of successful connection.
O3 Partially Met Closure confirmation conf 85%
Customer referenced prior support contact, but agent did not retrieve or reference previous case details or troubleshooting history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue should have been resolved at L1 if compatibility had been correctly assessed.
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 85%
Agent was polite but did not acknowledge customer’s frustration or repeat-contact fatigue, missing an empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent matched customer’s communication pace, used calm tone, and checked understanding through repetition.
X3 Not Met Overall experience conf 92%
Agent required customer to perform multiple steps (reset, browser access) without first confirming device compatibility, resulting in unnecessary effort.
Call Transcript24 turns · 26 lines
Speaker 1
Yeah, hi. Actually, I was calling, uh, because I have a I have my link, uh, my linksys. Uh, but I had three of them and one of them is not is not connecting to the parent one. Uh, it's a different one is the new one and the one which is not connect connecting is one of the old one, but I need this to be connected to be able to get internet in my loft.
00:00
Speaker 2
Welcome to Lynx's Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I'm so long as the people support. This is Charm. How can I assist you today? Uh-uh. Uh-uh. I see. Uh-huh. No reason. Let me assist you with this concern. And just to confirm, ma'am, this one child node, is it connected before to the network?
00:00
Speaker 1
So since they came to change the to the new one, this one has not been connected. So I have three in total. Two is connected, the new one, the old ones not. Because last time I called and did they had to do a lot of things to be able to connect uh even the the um the two new one, after the engineer went, it's not. So okay. The the the the the parent one, model number is S-1NM60.
01:00
Speaker 2
I see, got it. Can you provide, uh, the model number and the serial number of this LinkSys router, man, that you want to connect to your network? Uh-huh. Uh-huh. Uh-huh. Got it. How about the node, ma'am, that you want to add to the network?
01:00
Speaker 1
This one is SC NM X-57. the serial number yeah it's 65N 10 M for Mother 23, F for Fox, stu 10063, uh, community fibre. [silence]
02:00
Speaker 2
Yeah. And may I know who is your internet service provider? Community Fiber.
02:00
Speaker 1
And now it's just not even one meter. Less than one meter. Uh, it's uh it's solid blue. Yeah. I I tried to uh to reset there and all these things, but it didn't work. Uh, one time. Uh no, uh five seconds, I think. [silence]
03:00
Speaker 2
speech. I guess so one Mina is sold. The yeah and is sold. One M X 57 is solid blue. And what troubleshooting have you done so far man with this node? All right. So you already reset this node, like you press and hold the reset button. For how long did you held it?
03:00
Speaker 1
No, it was a flashing, flashing purple, and then the solid purple, then a solid blue. Okay. Yeah. Yeah, I'll have a laptop, give me a minute please. I've to
04:00
Speaker 2
Did you observe the light status, ma'am, when you pressed the reset button? Did it change to solid pink or a purple one after two to three minutes? [silence] [silence] uh-huh. [silence] OK, I see. Got it. Because if it's solid blue, ma'am, it means it's already connected. Since this router is different from the new node that you have, the new node has solid white status, right? Yeah. And this one is solid blue. Um, do you have a computer, ma'am, or an iPad that you can use to access new router settings? All right.
04:00
Speaker 1
[silence] So, [silence] you're just throwing it at them. [silence] All right. excuse me yeah I'm in now uh no yeah the laptop is yeah [silence] yeah I'm in now uh no I'm uh yeah the laptop is yeah
05:00
Speaker 2
All right, so you are now connected to the Wi-Fi. Uh, and did you access already the interface of the router? are you on the linksys, Now page?
06:00
Speaker 1
Which page? No. So, I need to go, what I need to go is go on Google Chrome. Yeah, I'm on Google Chrome now? Yeah. So 192.168.10.1. It says your pop-up connection is not private. Do I go on advanced? Yeah. Uh proceed.
07:00
Speaker 2
Learn says now. not yet. All right, but your laptop is. Yes, can I open a Chrome or any browser that you have? All right. On the address bar, Ma'am, can I type in 192.168.1.1. enter? Yes, please? Yes, proceed to 192.
07:00
Speaker 1
Okay, it says router password. Do I put my password in? Yes, I'm in here. Yes. Yeah. Yeah, I'm here. That's what it's saying, yeah. Okay, let me try because it's not coming up. Yep. 0785 3424 309. Okay. I plug it, it is solid blue, but it's it doesn't come on the list on the Wi-Fi when you try to search Wi-Fi.
08:00
Speaker 2
It means that they are all now connected. All right. So, since they are all now connected, Ma'am, you may unplug this child node now, and it is already connected to your network, and you may relocate this node to the area you want to relocate it. All right. And also, Ma'am, can you provide your phone number? Let me pull up your record here. Have it. Let me pull up your record here, please bear with me also. I see.
09:00
Speaker 1
But now it's just flashing blue when I unplug it and plug it again, it's flashing blue by itself.
10:00
Speaker 2
Alright. So, you cannot find the name of this router, on your WiFi list. Is it directed to your laptop? Um you're saying Um, you cannot find the WiFi name of this node or this sibling node on your WiFi list? Since it's now connected to your new router, it will copy the settings of your new router. They will have the same WiFi name and password. But it won't expand your connection if you reallocate it on the area where you're located. he Yes, it means it's still starting up since you unplugged it and then plug it back in and give it for about three to five minutes until it's done starting up. Yes, 3 to 5 minutes.
10:00
Speaker 1
So, that means it's not going to come on my list. It's automatically connected when I'm in my loft. I'm not going to... OK, so I don't need to - if someone - if someone comes to my house, and then they - they don't connect to the downstairs one, they're not going to get Wi-Fi upstairs, are they? [silence] Because, you know, for the other - because for the other one, I have to - [silence] I can see - because I've split it. Is it because I've split it? [silence] That's why I have a 2.5 and five. It's not for the other box that I have upstairs in it.
11:00
Speaker 2
minute and the light status will change to solid blue again. It means it's connected. Yes, yes ma'am. It will copy the same wifi name and password of your main node or the parent note. I guess, you can still use your, the same credentials that you have ma'am, you can still use the same wifi name and password since they share the same wifi name and password.
11:00
Speaker 1
Sorry 2.41. So, so on this one, uh when it says solid blue, that means it's it's connected, yes. [silence] So, I will get internet in my loft because my loft is quite far up, it's quite up. So, wherever I put it, I will get internet now yeah, in the house, yes? Uh, okay, there we um [silence] okay, that's fine, yeah. [silence] Um this is um this is Yeah.
12:00
Speaker 2
Yes. Um, yes, sir. They will have a two point four and a five gigahertz network, but they will share. Mm-hmm. Yes. Yes, sir. Um, but they will share the same. Mm-hmm. Yes, sir. It's already connected. Yes. Yes. Yes, ma'am. That is right. But just to set the proper expectation, um, the ideal distance between each node should be between in between 30 to 60 feet away from each other. All right. All right. So I'm also I already pulled up your record here. Just to confirm, am I speaking to Megan? All right. Thank you so much for the confirmation, ma'am.
12:00
Speaker 1
Uh no that's it. [silence] And and also if I want an extension [silence] if I want an extension to my outhouse [silence] with the same element load can I have that or I can't? [silence] But um it it has to be fifteen uh 50 to 60 feet yes. [silence] Okay. What about if it is uh if it is wired? [silence] then that would it work? [silence]
13:00
Speaker 2
Is there anything else you could assist us other than this? All right. So, thank you so much for your time. In case you have anything for us, you can add another note if you want, ma'am, but... But, yes, it should it should be 50 to 60 feet from each node. Like, if you have a child node on, the area where you want to relocate this or you want to add a node, then that child node, um, the distance between that node should be 30 to 60 feet away. I think it's I
13:00