V2 Rubric Detail — 770793f4-667c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:33
Duration
33m 34s
Contact
Jeremiah Shaw
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133266
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node frequently lost connection
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.9% (-8.1)

V2 Grader Summary

The agent provided partially relevant troubleshooting but failed to resolve the red-light and offline node issues, delivered materially inaccurate technical information, and did not escalate a clear hardware fault. While some ownership and communication efforts were made, the lack of tool use, resolution, and customer effort reduction resulted in an Unresolved outcome.

V1 Case Analysis

Customer reports red-blinking nodes on MX2000/MX4000 mesh. Agent collected contact info and partial serial, advised power-cycle of parent then child nodes. No verification of fix; follow-up needed.

Troubleshooting Steps
  • Collected customer name, phone, email, and partial serial number.
  • Advised power-cycle of parent node first, then sequential power-on of child nodes.
  • Suggested checking firmware version and Wi-Fi channel settings.
Key Observations
  • Agent provided multiple materially incorrect technical specifications (release dates, speed ratings, band count) that contradict public KB data.
  • No verification of issue resolution after reboot; call ended without confirming device state or app status.
  • Call control was weak: long silences, frequent misunderstandings, and lack of structured troubleshooting flow.
  • Agent failed to collect full serial numbers or discuss warranty despite age implications and support eligibility relevance.
Positive Highlights
  • Collected essential customer contact information (name, phone, email) and partial serial number [26:00–27:00].
  • Correctly advised power-cycle sequence: parent node first, then child nodes in proximity order [25:00].
  • Asked about firmware versions, showing awareness of software-related instability [16:00].
  • Created a ticket for follow-up, indicating case management intent [26:00].
Agent Errors / Gaps
  • Incorrectly stated MX2000 was released in 2019/2020 and MX4000 in 2022 (actual: MX2000 launched 2018, MX4000 2017) [06:00–07:00].
  • Falsely claimed MX2000 is dual-band and MX4000 is tri-band (both are tri-band) [10:00].
  • Incorrectly stated MX2000 supports up to 3 Gbps and MX4000 up to 4.2 Gbps (actual: MX2000 2.2 Gbps, MX4000 4.2 Gbps) [10:00–11:00].
  • Misrepresented coverage area: claimed MX4000 covers 2,700 sq ft per node, MX2000 covers 2,000 sq ft (no official per-node coverage specs; real-world varies) [13:00–14:00].
  • Failed to confirm node connection type (wired/wireless) before advising reboot [23:00].
  • Did not verify firmware update status beyond vague suggestion [16:00–18:00].
  • Provided no concrete guidance on changing Wi-Fi channels or interpreting signal strength [16:00].
  • Did not collect full serial numbers from all affected devices [27:00].
  • Failed to discuss warranty status or support eligibility despite device age and potential out-of-warranty implications [29:00–32:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
The red-light issue and offline node were not resolved; the agent only suggested a reboot without confirmation of success or further resolution path.
R2 Partially Met Diagnostic thoroughness conf 93%
The agent suggested a reboot sequence and advised checking firmware and signal strength, which are relevant steps, but did not complete a full diagnostic flow or verify results.
R3 Partially Met Correct resolution path conf 91%
The agent attempted to guide the customer with troubleshooting (reboot, firmware check), but did not assess warranty status or offer an appropriate resolution path such as escalation for suspected hardware fault.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent provided contradictory information (e.g., MX2000 vs MX4000 release years and capabilities), showing lack of logical diagnosis and root cause identification.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools such as remote access, admin dashboard, or logs to verify node status, despite the customer being in the app and able to provide data.
T3 Not Met No misinformation conf 97%
Agent stated 'MX2000 covers 3.0 GMS' and 'MX4000 covers 4.2 GMS', misusing units (GMS instead of Gbps) and exaggerating specs; also incorrectly claimed MX2000 is dual-band when it is tri-band.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent created a ticket and asked for customer info, but failed to frame the interaction clearly, had long silences, and lost control as the conversation became disjointed.
C2 Partially Met Confirmed understanding conf 89%
Agent used some technical terms without simplification, but did attempt to confirm understanding by asking about app visibility; adaptation was inconsistent.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent took initial ownership by creating a ticket and gathering details, but did not commit to follow-up or ensure resolution, leaving the case open-ended.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested a reboot process but did not set a clear timeline or follow-up plan, though implied ongoing support via ticket.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
The issue involved persistent red lights and offline nodes after firmware check—indicative of hardware fault—yet agent did not escalate despite clear escalation triggers in KB.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not acknowledge customer frustration or repeated effort; no explicit empathy shown despite visible customer stress.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a steady tone but did not adapt to customer’s pacing or confusion; communication remained procedural rather than responsive.
X3 Not Met Overall experience conf 93%
Customer repeated serial numbers, firmware versions, and node statuses multiple times due to agent’s lack of note-taking or data retention, increasing effort unnecessarily.
Call Transcript43 turns · 51 lines
Speaker 2
Welcome to Lincus Support. To ensure quality service, 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.org. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please select from the following options. 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 may be available, depending on the issue.
00:00
Speaker 1
I'll see you when I go back up. okay, I got you yes, hello, how are you? yes, yes, can you hear me? so I've got a slightly complicated situation. um, first off, my name is uh, Shaw, uh, and I'm sorry can I have your name?
01:00
Speaker 2
your calling e-sense.
01:00
Speaker 1
yes, I was asking if I could have your name. G, gotcha, gotcha. Okay. All right. All right. That doesn't stand. Um, so I got a slightly complicated situation uh, which should be easy enough, but I also have some questions as far as um, basically, the in particular product. Um, I have four routers, cuz I kinda have a nice size floor. Ah. Um, and I got different routers doing different things. I have all of the serial numbers, but I got a couple complications that is happening to um, a couple of 'em. Like, I have one that I'm looking at right now. And Air
02:00
Speaker 2
I'm sorry, what is that again, sir? Oh, yes sir. My name is G sir. George echo echo, yes. Hmm. Hmm. Hmm.
02:00
Speaker 1
Every now and again, the light, for whatever reason, it turns red as if it's going out on its own. Nothing is essentially happening. I don't know if, um, I don't know necessarily what I can correlate it to. We just, uh, got done dealing with Comcast and Comcast did actually switch our, um, our main modem box, uh, so there's that. We got a better, uh, box and whatnot, but there's a couple things I want to do. Um, I got questions as far as boxes. I think we should do that first. And then, um, because that'll let me know where I want to place the boxes. And then the other thing is I'm in the Linksys app and I just want to make sure that I'm going about the right way of naming the different routers, uh, and setting them up as far as passwords, because, like,
03:00
Speaker 2
[silence] I see. Got it. Yes, sir.
04:00
Speaker 1
Is all of the big ones say MX 4,000. So is one newer than the other or So they have, Okay, okay, so the smaller boxes are newer than the bigger boxes. Okay. All right. Yeah, I have two of the larger ones and two of the smaller ones. So the smaller ones are newer than the bigger ones. Okay. And yeah, as I'm kind of going through them, I'm seeing the lights on all of them kind of go in and out. Uh so I kind of wanted to figure that out. Um but no worries. So let me ask you this. In regards of the being that the smaller boxes are newer.
05:00
Speaker 2
The uh the MX 2000 sure is quite a bit newer than the uh bigger box, the 4,000. Yes.
05:00
Speaker 1
to distribute. I'm trying to figure out how I want to ask this question. In order to distribute the internet across the other in particular, of, routers. One of the router should be plugged in via ethernet directly into the motor, correct? Okay, so with that being said, should I use the smaller box or the bigger box too? Cause right now we have a bigger box. What should I switch that out and change it to one of the to the smaller box to have that one directly connected to the modem? Because it's newer and maybe a little bit more efficient.
06:00
Speaker 2
Yes. I will suggest, sir, for you to use the MX. Actually, sir, it's just a, uh, like a month, uh, the other MX. I'm sorry, sir. Let me just correct that one. Uh, MX2000, sir, was released January of 2020. And the, uh, MX4000, sir, 2022,
06:00
Speaker 1
Right. The Okay, so use the the MX2000. That one's a bit newer. So you say the 2000 came out in 2020? Oh, the 4000 came out in 2020. When did the when did the uh the 2000 come out? 2022. Okay. All right, all right. So okay, let me actually write that down. Um, okay. So just a second here. Let me actually type that down. So this is the so BC2 uh MX.
07:00
Speaker 2
2019 sir with 2020 sir so the other MX2000 there is newer so I will suggest sir for you to use the newer device the MX2000 sir yes no sir the MX4000 was released 2020. Yes uh 2022 sir January of 2022
07:00
Speaker 1
2022. Okay. All right. All right. There was.
08:00
Speaker 2
I'm sorry, sir. Yes, sir. The 2,000 sure is quite stronger than the 4,000. So it's a try but the 42. Yeah, sorry, sir. Okay, let me just inform Mr. that the 4,000 you have that's a that is a [silence]
09:00
Speaker 1
Okay, so. Okay. Okay, hold on because I'm writing this down as well. So give me one moment. So,
10:00
Speaker 2
the MX 2000 is a dual band device. So for that, so for that, they already have difference since the other one is dual and the other one is, uh, three bands. Anyways, your, when it comes to, when it comes to the, the total speed, sir, the 2000, can cover up to 3,000, uh, sorry, 3.0 GMS of internet speed. However, sure, the MX 4000 can cover up to 4.2 GMS of internet speed.
10:00
Speaker 1
The MX2000. So you said MX2000 covers how much speed? 3 GBS. Actually, G is in great. B is in Bravo. Okay. GBS is your finger of speed. Okay, this is the 2000 covers three GPS of speeds. And then the MX4000 covers how much? 4.2.
11:00
Speaker 2
The 2000 S tier covers three GBPS of internet speed. Gbps. P for Paul, S for Suger. 4.2 GBPS, Charles.
11:00
Speaker 1
the MX 2000 is is dual band. Okay. And then the 4000 it's tri-band. Okay. So so let me ask you this then, if if because what we do need our private network, we need what can cover um, you know the best of speed. So that's the case we should use the 4000, correct? Yes, [silence] I'm sorry fellow. I'm sorry.
12:00
Speaker 2
yes it's dual banster for coverage sir yes actually sir was wrong earlier uh best to use as a as a parents souls are this 4000 sorry sir
12:00
Speaker 1
[speaking french] et aussi une,sonders You got you. Okay. So we should use that one as the node that is connected directly into the motor.
13:00
Speaker 2
Yes sir, the base on what I have checked here it will be better for you to use the MX4 2000 as the parent node based on the features they have. Yes, yes sir. Its leave it. Yes sir, leave it as it is. Leave your parent node as it is. And when it comes to coverage, sir, like the coverage for per square feet, MX4 2000 sir is quite, can cover bigger coverage. It can cover up to 2,700 square feet per device or per node. Yes, per node. [silence] [silence] The 2000 can cover up to 2,000 square feet.
13:00
Speaker 1
Flash read on its own, and it's a MX 4000. So I'm wondering like what's happening with this one 'cause we had put it behind something so we couldn't see it. So then once we looked, you know, we were able to and it was just a few books. Nothing crazy or anything like that that should stop the connection. But yeah, as I'm watching it right now, it's it's going red like right now it's blue and then it'll go out. It'll it'll it'll switch to to red red for whatever reason. We're getting some pretty strong internet speeds. We're getting about uh 1,000. megabits per second. Uh yes, yes, I have the app on on on the iPad.
15:00
Speaker 2
Huh. Hmm. Okay, well that's a good speech. Do you have the apps showing up on your phone? Like
15:00
Speaker 1
m, yeah so that's something else I wanted to, uh, get into because as I'm looking, see now they're both going red, and I'm, I'm wondering why. Um, let's see, last five connections. I think I may want to try to reset, uh, like, like just completely do a refresh of, of, uh, set up. Like, maybe wipe them all and, and, and re, re, set them up. Um, I just want to see.
16:00
Speaker 2
on the iPad. Were you able to check the signal strength of that node or of that device? [silence] Check as well if the firmware of these units are updated, 'cause that will really help a lot. And you can also try, changing channels especially for wirelessly-connected nodes.
16:00
Speaker 1
[silence] [silence] Um, okay, so let's see. So the one um, sorry, number 7306. 7306. Um. Is to the, this is the back home. 7306, so and 40. Okay, so it says the firmware version is up to date. The firmware version of the one that is connected directly to the modem uh is one um 1.0.13. So uh 1013 and then um 216903 is the exact firmware version of that one. So this one seems um up to date. Okay. So, now the one that we have here, this one is the MX-2000 and the firmware version says 1.17. Um, that one has not been going in and out. Now I have one that is showing offline. Uh, Let's see, nodes are within range. That's the thing. They're all up, so I'm not sure as to why, but I'm gonna choose to remove the node from the network.
17:00
Speaker 2
yeah it's the a most updated version here the one point zero for 13 version number
18:00
Speaker 1
I'll be with just a moment I'll be able to tell you kind of where I am. [silence] Very moment it's refreshing. Oh, uh, it might have been old. I'll choose this. 261 is the one that goes in the back room. Okay. All right. All right, so I have one in particular that is giving me issues. And it's giving me a red light that says and it's blinking, so it says out of range, move closer to another node, if it's your parent node. Make sure it's connected to your modem, which it is. And it's not far from that in particular, the node that's connected to the router. So it's giving me a red blinking, out of range. But what's funny is, I have a note that is sitting directly next to it that is not blinking.
19:00
Speaker 2
Hi. Can you confirm, sir, that the signal streng is--- Okay. How is this node connect? Is it connected via--- Wired or Wi-Fi? Okay. There are--- Other nodes, sir. This is one of the child node or the parent node. [silence] [silence] [silence] Okay, so can you do a reboot sequence for these nodes? Uh, yes sir, but you have to do it by sequence. Uh you have to start.
23:00
Speaker 1
OK. OK. Oh, OK, because they're bouncing connections off of each other. OK. All right, so you just want me to pull the power on it or or turn it off and turn it back on? Yep. Yes. Uh, OK.
25:00
Speaker 2
with the parent node and uh the rest of the node and then once you turn it on sir you have to turn on first the parent which is the one connected to your modem make sure that it's already back online then when you uh turn on sir uh the child node you should you should start sir with the one closest to the parent's node and so on. Yes. Yes sir so that uh this node will connect via daisy chain. Yes sir. Uh maybe just give it a minute before you turn it back on for the parent node but for the child node sir you really have to wait for this node to uh for the parent node to fully boot up before you turn back the other nodes.
25:00
Speaker 1
Uh, three one three, eight five eight, uh, two eight, two two. Yes, that's fine. First name is Jeremiah, last name is Shaw, uh, S-H-A-W. Yeah, uh, it is going to be, um, trying to see which one I want to give you, um,
26:00
Speaker 2
Okay. Sorry, sir. While you do that, sir. I have first your phone number Okay. How about your first and last name, sir? Let me just create a ticket for you here. How do you spell your last name, sir? Shaw. Okay. Jeremiah. Yes, sir. Will it be okay if I ask for your email address, sir? Mm-hmm.
26:00
Speaker 1
S-H-A-W-E-S-C-A-P-E-313-at gmail.com. So that's going out to be S is in Sam, A is in Henry, A is in Apple, W is in world, E is in Edward, S is in Sam, C is in Charlie, A is in Apple, P is in Peter, E is in Edward-313-at gmail.com. Yes. Y-yep. I will give that to you. I'm actually um standing at the parent node right now. Serial number is 38-U is in umbrella-1-L-0-M as in Mary-38-B as in Bravo-0-7306.
27:00
Speaker 2
Okay, got it. Thank you. Gmail.com. And I also have the serial number of the parent's no chair. You can see it on the app. [silence] I see. [silence]
27:00
Speaker 1
[silence] Yes, I powered powered the parent node off, left it off for a moment, um powering it back on and then uh disconnected the child nodes and waited for a moment for the parent node to come up.
28:00
Speaker 2
Okay, got it. Thank you. By the way sir, I you know, doing this, uh, the sequence rebirth. [silence]
28:00
Speaker 1
all the way up and, then, um, uh, re re-connected those. So now I'm waiting for everything to come back up. I will have to find out how long they were, um, um, using this parent and I'll give you just a moment. Give me give me just a second. I can find out for you. So I'm just gonna, let you know once I get that, I'll let you know. [silence]
29:00
Speaker 2
Mhm. May I just ask how long have you been using this device sir? This file is node. Mhm. I see. Okay.
29:00
Speaker 1
let's call 1970's age range. It takes two to tango. Hm. Like. Yeah. It's probably been a few years. I had to answer myself. I know they got some particular nodes. Uh, the the the nodes that are connected to the main... [silence] [silence] Yeah, um, it's probably been a few years if I had to answer myself. Um, I know they got some particular notes. Uh, the, the, the notes that are connected to the main [silence] I didn't get the number of stitches. No. And then, um, they got those two smaller ones. Okay. Okay, okay. They were so they were stating that they, um, they got the nose.
31:00
Speaker 2
Oh, yes, sir, I can use your books are running out.
33:00