V2 Rubric Detail — 7006b1ae-6fee-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 17:02
Duration
21m 6s
Contact
Craig Ball
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#PR00134638
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_Node doesn't not turn on

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall81.9% (+11.9)

V2 Grader Summary

The agent properly diagnosed a likely hardware failure on an in-warranty MBE7000 by verifying power, reset function, Wi-Fi broadcast, and wired access. After completing reasonable L1 troubleshooting, the agent escalated to the warranty team with approval and a clear 24–48 hour follow-up timeline. While communication had minor flaws, the technical and escalation path was correct.

V1 Case Analysis

MBE7000 node not powering on, no LED. Collected serials, verified power adapter (12V/2.5A), tested for default Wi-Fi SSID '_velop setup FC2', attempted wired LAN test (no link detected). Escalated to senior team for warranty review and possible RMA.

Troubleshooting Steps
  • Collected node and power adapter serial numbers
  • Verified power adapter input/output specifications match MBE7000 requirements
  • Confirmed use of different power outlet
  • Checked for default Wi-Fi SSID '_velop setup FC2' to determine if device is partially functional
  • Attempted wired Ethernet test to assess LAN port functionality
Key Observations
  • Agent accurately followed hardware fault diagnosis steps from KB, including power adapter verification and functional testing via Wi-Fi and Ethernet.
  • No factory reset was attempted, which is a missing step per universal_hardware_fault.md and universal_factory_reset.md for unresponsive devices.
  • Agent used minimal empathy and failed to recap next steps clearly, despite providing a timeline.
  • Escalation was appropriate and included a clear 24–48 hour follow-up expectation.
Positive Highlights
  • Accurately collected and repeated back node and power adapter serial numbers
  • Correctly verified power adapter specifications (12V/2.5A) against MBE7000 requirements per KB
  • Properly used diagnostic logic: tested Wi-Fi broadcast and wired LAN functionality to assess if device is partially alive
  • Confirmed customer tried a different outlet, ruling out power source issue
  • Escalated appropriately to senior team with clear timeline (24–48 hours) and contact method (email or phone)
Agent Errors / Gaps
  • Did not instruct customer to perform a factory reset (hold reset button 10–15 seconds) to rule out firmware lockup — required step per universal_factory_reset.md and universal_hardware_fault.md
  • Did not confirm whether the reset button had been held long enough to trigger a reset (customer only said 'yeah' without confirmation of duration)
  • Failed to use empathetic language or acknowledge customer frustration about a non-functional device
  • Did not summarize troubleshooting steps or clearly restate the escalation path at the end of the call

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent escalated to senior technician and confirmed approval for warranty replacement, setting clear expectation of follow-up within 24–48 hours.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent asked about power adapter specs, outlet swap, reset button, Wi-Fi broadcast, and wired connectivity, but did not instruct a full factory reset or verify power adapter compatibility per KB.
R3 Met Correct resolution path conf 95%
Correctly pursued warranty replacement path for in-warranty MBE7000 with confirmed hardware failure symptoms (no power, no LED, no interface access).
Technical Accuracy
T1 Met Technically accurate info conf 96%
Systematically identified symptoms: no LED, no power, no web UI access; asked targeted questions on power supply, reset, and network broadcast.
T2 Met Appropriate tools / resources used conf 93%
No remote tools available for this hardware-failure case; agent used correct KB-based diagnostics (adapter check, outlet test, reset attempt, wired access).
T3 Met No misinformation conf 95%
All guidance (check adapter specs, try different outlet, press reset, test wired connection) aligns with Linksys KB for unresponsive node troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained general control but had awkward transitions, long silences, and off-topic remark ('Thank you Mundo'), disrupting flow.
C2 Partially Met Confirmed understanding conf 85%
Used understandable language but failed to confirm comprehension after key steps; phrasing like 'passphrase indicators' was unclear.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership throughout, performed initial diagnostics, and escalated appropriately without unnecessary transfer.
O2 Met Proactive follow-through conf 97%
Clearly stated next step: customer to wait 24–48 hours for contact from warranty team via email or phone.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation was warranted after confirming hardware failure indicators and completing basic L1 diagnostics.
E2 Met Escalation prep & handoff conf 96%
Explained escalation path, responsible team, and 24–48 hour timeline; informed customer of follow-up method.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite but minimal empathy; acknowledged issue factually without validating customer frustration over device failure.
X2 Partially Met Tone & rapport conf 84%
Maintained consistent pace but did not adapt tone or simplify language despite customer confusion and background noise.
X3 Partially Met Overall experience conf 87%
Customer performed multiple manual checks (outlet, Wi-Fi scan, cable test); agent could not perform remote diagnostics, adding effort.
Call Transcript19 turns · 24 lines
Speaker 2
Welcome to Lynx. For the product support, to ensure quality, your support, our support, your support, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register dot linked systems dot com. Please have your device serial number ready. For assistance, press one now. Press one now for out of warranty products. Paid support may be available depending on the issue. To hear more about your service options, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Um, yes. I am looking to see if I can file a warranty claim on a MB 7000 that is not working anymore. Yeah from Amazon. Well, I have it here somewhere. It was July 24th of
04:00
Speaker 2
Hey, I'm Mraz. I'd like you to provide me with the exact purchase date.
04:00
Speaker 1
20. 24. That would be ideal. It's no longer powers on. Right. Where did that go? You want the model number or
05:00
Speaker 2
July 24th 2024. And you want it to be replaced? Okay. May I know the exact reason why you want it to what you want it the device to be replaced? Okay. Got it. No led at all on top. Am I right? Okay. Yeah, we have process here when it comes to replacement. We need to deem the device defective first before it will be replaced. I understand that there's no light anymore in the node, but let me just check few things. Can I have the power adapter specification please? It's on the adapter itself.
05:00
Speaker 1
All right. K 22. 62, 33. Five 0 17 7 15. Oh, you said the power adapter, sorry. That was the serial number of the power adapter. The serial number of the uh node is 5, 9 A 1 0 M, as in Mary, to A, D as in dog. 060 68.
06:00
Speaker 2
serial number first. uh, okay. Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay, that's five nine alpha one zero Mary to Alphadave 06068.
06:00
Speaker 1
perfect Yeah. only one. notes failed. I have two other notes. I did. yep. input says 100 to 240 volts. 50 to 60 Hertz one amp and output is 12 volts, 2.5 amps. Yeah. nothing no change on that. [silence]
07:00
Speaker 2
Okay, and you only have one node. All right. Okay. And aside from this, you still have another nodes? like, when you bought this? I see. okay, and prior calling us, did you try to use the other nodes power adapter? just to see if this node will lit up? Okay. Can you have now the input and output of your power adapter? aside from the serial number. input and output. Okay. which is correct. Um, prior calling us as well. Did you try to press and hold the reset button? Okay. [silence]
07:00
Speaker 1
Yeah, because I took it over to the plug where the other ones are plugged in. One of the other ones. Oh, yeah. Different power outlet. no, I can you said it would be bell setup? see what's up underneath there. I do see the bell up set up FC two. I don't know if that's the same.
08:00
Speaker 2
And aside from that, no LED at all, still after. And you already tried different outlet, right? But same thing? Direct power outlet. But same issue. How about the Wi- Fi name, Craig? Uh, can you still see it? Broadcasting? It's default Wi- Fi name, Velop setup. Uh, we're trying to check if it's only the LED that is not working, if the Wi- Fi will still broadcast. So, yeah, just check it, if there's a velop setup name on the list, velop setup.
08:00
Speaker 1
Dweller, dweller, dweller. All on all of them, but the others are still found them. Okay. Double check here. Yeah. Yeah, it looks like they're all different. So, I mean, yeah, I guess it is still broadcasting that, uh, setup Wi-Fi. Yeah, it matches the one that is over. Okay. Double check. I just thought Double check here. I just yeah. So it says that the one on the bottom is _velop setup FC 2. The one I discovered on my phone is _velop setup FC 2 guest.
09:00
Speaker 2
You can check the active node sticker underneath. It has its own specific Wi-Fi name so check if it matched the name that you can see. Name on name that is showing on your phone. Okay we'll see if we can still get into it. Try to connect your phone using the passphrase indicators. Okay so it's not the main Wi-Fi aside from that one without matching
09:00
Speaker 1
No, no velupSDassets recognize, without guest on the end. I have one that is hardcore. Oh, it's a اثر recognize. Let me grab a laptop real quick. So you know that.
10:00
Speaker 2
Got it. So that only means the wi-fi is not even broadcasting. Lastly, Craig, do you have a computer there that can be hardwired? Okay. Uh what prior calling us, did you try to wire your computer to see if you can access its Internet settings? I mean its web user interface. Mm-hmm. Because if you connect your computer wired, you can check if the wired connection at least was detected or not. If not, that only means even the port is busted or it's not working.
10:00
Speaker 1
which port would be the console port? I assume the internet port. Transcription [locked]: Pythagorean theorem, not all right. [silence] [silence] You get it?
11:00
Speaker 2
Thank you Mundo for sharing the slogan.
12:00
Speaker 1
Welcome to CloudComputing your laptop Thorpe times all media. [silence] Welcome to Cloudcomputing your laptop. [silence] Thorpe times all media is [silence] Gold computing. [silence] Does not appear to be trying to grab anything. Got it. EPO or EPL? Yeah, I mean, it says the network cable's unplugged, even though it's plugged in. Good. [silence] [silence] okay [silence] wait.
13:00
Speaker 2
Hi, Greg, thank you so much for staying on the line. I was able to talk to my senior technician. Can you still hear me? Okay. Perfect. So, yep, there's already an approval from his end. Uh what will gonna happen next is I will escalate your case to the right department and you just need to wait for a feedback from them within 24 to 48 hours. It's gonna be via email or a phone call. If ever you missed their call back, they will gonna send you an email providing their hotline number, okay? All right. Do you have any other things that you would like to add? Do you have any other concern or that's it only? Okay. Thank you for your time and Craig, you take care. Okay. By-bye.
20:00