V2 Rubric Detail — 834a89f4-6e48-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:41
Duration
19m 7s
Contact
Alexander Watson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134213
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp1.79/5
Overall57.8% (+1.8)

V2 Grader Summary

The agent achieved a successful resolution as confirmed by the customer. However, critical technical inaccuracies — including the use of an invalid 5-press method for a likely cognitive-mesh system, the false expectation of a solid purple LED, and the invention of a non-existent default password 'password 123' — severely undermine technical accuracy and increase customer effort. These errors justify downgrading T2 and T3 to Not Met, despite the final outcome.

V1 Case Analysis

Customer reported child node not connecting (flashing red). Agent instructed factory reset and 5-press pairing. Provided incorrect LED guidance (solid purple) and wrong default password ('password 123'). Customer accessed app using Wi-Fi password + recovery key. Node connectivity not confirmed.

Troubleshooting Steps
  • Factory reset of child node (reset button hold until LED off)
  • 5-press reset on parent node to initiate pairing
  • Guided app login using default Wi-Fi password and recovery key
Key Observations
  • Agent incorrectly stated that solid purple is the ready state for the child node, when solid blue is correct for Cognitive Mesh models (MX6200, MBE7000, LN1400) — contradicts velop_child_node_setup.md and velop_router_setup.md.
  • Agent provided a false default router password ('password 123'), which is not documented for any Linksys model — contradicts universal_factory_reset.md and standard credential guidance.
  • No product model, serial number, or warranty status was collected, violating core support protocol.
  • Agent claimed the child node was successfully added after it turned solid blue briefly, despite it later turning solid red — this is factually incorrect and misleading.
  • Customer was able to log into the app only after being directed to use the correct method (Wi-Fi password + recovery key), which the agent eventually provided.
Positive Highlights
  • Agent remained patient and continued troubleshooting despite customer confusion — [transcript 07:00–11:00].
  • Eventually corrected the login guidance by directing the customer to use the default Wi-Fi password plus recovery key, which allowed app access — [transcript 15:00–17:00].
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid purple indicates ready state for child node — this is wrong for Cognitive Mesh models (MX6200, MBE7000, LN1400), which use solid blue (per velop_child_node_setup.md and velop_router_setup.md) — [transcript 04:00, 05:00].
  • Provided false default router password: stated 'password 123' as default — no Linksys model uses this; default is printed on label or is 'admin' (per universal_factory_reset.md) — [transcript 14:00].
  • Failed to collect product model, serial number, or warranty status — essential for accurate support and escalation eligibility — [no mention in transcript].
  • Gave contradictory status: claimed child node was successfully added after brief solid blue, despite it turning solid red — solid red means no connection (per led_intelligent_mesh_consumer.md and led_cog_mesh_group_d_spnm60_62.md) — [transcript 09:00, 10:00].
  • Suggested relocating child node while it was solid red — this contradicts all KB guidance, which requires solid white/blue for successful connection — [transcript 09:00, 10:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution: 'I'm in. That's fine. Perfect. Everything's good now.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and 5-press, but used incorrect pairing method for likely cognitive-mesh model (should use Pair button, not 5-press); did not verify internet or signal strength.
R3 Met Correct resolution path conf 95%
Agent stayed on case, performed full troubleshooting path, and resolved issue without inappropriate escalation or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (flashing red child node) and performed reset, but did not ask about model type, internet status, or signal — missed root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Instructed 5-press method on parent (invalid for cognitive-mesh nodes with Pair button); expected solid purple after reset (should be solid blue); gave incorrect default password 'password 123'.
T3 Not Met No misinformation conf 98%
Claimed default router password is 'password 123' (fabricated); stated child node should turn solid purple after reset (false for MX6200/LN/MBE models — should be solid blue).
Communication
C1 Partially Met Clear & professional language conf 80%
Provided steps but had overlapping speech, long silences, and lost flow when customer struggled with app login.
C2 Partially Met Confirmed understanding conf 80%
Used terms like 'router password' ambiguously without clarifying Wi-Fi vs admin password; did not confirm understanding when customer was stuck.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took ownership from start to finish, referenced prior case, and did not transfer.
O2 Partially Met Proactive follow-through conf 80%
Set time expectation ('four to six minutes') and guided password reset, but did not confirm app access until end and gave misleading instructions.
O3 Met Closure confirmation conf 90%
Referenced earlier reset and ticket number, avoiding repetition of known facts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
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%
Offered reassurance ('you don't have to worry') but did not acknowledge customer frustration from repeated failures.
X2 Partially Met Tone & rapport conf 80%
Maintained calm tone but failed to adjust when customer struggled with password — continued with complex instructions.
X3 Not Met Overall experience conf 95%
Customer had to try multiple incorrect passwords due to agent's misinformation, increasing effort unnecessarily.
Call Transcript30 turns · 35 lines
Speaker 1
Hi there, UK. I had a call earlier with a colleague. I've got a ticket number. I need some assistance please. I had a call with a colleague earlier. I have a ticket number and I'm hoping for some further help please. 1 3 4 2 1 3 1 3 4 2 1 3.
00:00
Speaker 2
Welcome to Lyons etc support to assure quality service. Your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Lyons. This is Is, how can I help you? [silence] Pardon. Mhm. What's the ticket number sir? [silence] That's all. Yeah, that's all.
00:00
Speaker 1
Yeah, that's me. That's me, yes. So the child node is still not connecting to the main node, so I need to try to make that happen, please. Thank you. Yes, we reset it.
01:00
Speaker 2
Is your name Sir Alexander Watson? All right. Alexander, what's uh, the reason you're calling back? Okay, let me check first uh your case record here. All right. So you've already done resetting your child node.
01:00
Speaker 1
We've moved. It's now next to the main node. We rebooted the main node, but it's still flashing red on the child node. Correct. Correct. on the on the main node is solid blue. Yes. Uh, yes, originally. Okay, how do I do that? Yeah. Okay. Okay, I've done that. So, it's now off now. [silence]
02:00
Speaker 2
up, when you set up these... notes, or you just used, alright. Since the child node is still flashing red, can you do a reset on your child node? Press and hold the reset button on your child node. You have to press and holdand wait until its light is off. Once the light is off, you can let go or release holding the button. Okay. Okay. Let go and then just wait for the light on your child node to turn back on.
03:00
Speaker 1
Okay, so it's currently blue, solid blue. Now it's flashing, now it's flashing blue, yes. Okay. [silence]
04:00
Speaker 2
on. It will be blinking blue since Okay, that's good. So, let's just wait for it to turn solid purple, because that's the only indication that your child mode was properly reset, if it turns solid purple.
04:00
Speaker 1
Still flashing blue. Okay. Solid purple. yes, the next retail. The reset button. Okay. Okay. [silence]
05:00
Speaker 2
Okay, that's good. Now I want you to press the parent node. Uh, by the way, your child node is near your parent node right now. It is. All right, that's good. So, I want you to press the parent node five times. Uh, press its reset. Yeah, on the parent node. Five times within 5 seconds. So, do not hold on too long.
05:00
Speaker 1
Okay, I'll do that now. Okay, that's done. It's now flashing blue. It's gone solid blue. Yes, it's now [silence] blinking purple. it blinking purple. Okay, so it's now blinking [silence] blinking red, I think it means it's doing something. Okay.
06:00
Speaker 2
[silence] be press release, press release five times and then let go. So you should check on your child node because it should start blinking if it's detected by the parent node. Okay, that's good. It means it's responding. So let's just wait for the child node to turn its light to solid blue. Hopefully. Let's just wait. Usually, sometimes there's an interference or interruption on your internet connection. So let's just wait patiently, because adding a channel usually take four to six minutes. [silence] Is the channel still flashing? Does the channel still flushing? Mm. And the pairing node, did it turn back to a solid blue? Okay, uh, let's give it a minute if it's still...
06:00
Speaker 1
uh ah it's just gone blue child knows just gone solid blue okay as I spoke as I just said that it's got it's gone red solid red sorry it went solid blue and then it's now gone solid red okay there are a couple that there's a couple down there uh on the table are changing color other than that they've gradually become fixed uh and uh fixed and then fix which is okay let's um yet okay uh there's still a couple that is uh changing color so we're we're moving moving forward
09:00
Speaker 2
flashing red then let's try to uh wire your child node to your parent node and see if it will connect oh that's good so that's good so it means it's successfully configured and added as a child node to your parent node now you can relocate your child node to where you want to please okay so solid red okay let's just wait because uh your child node relies heavily on your parent node so as long as as your parent node is solid blue then your child node will turn back to a solid blue but you don't have to worry because a while ago it turned solid blue it means it's already connected [silence]
09:00
Speaker 1
Okay. Yep. Okay, I'm just finding it. the up. Okay, it's now flashing red.
10:00
Speaker 2
uh, an added as a child node to your parent note. If you have the app, if you have the app, you can also check that on the display that there are already two nodes on your apps dashboard. Uh, So, just wait for its light to go back to blue. But you don't have to worry, as I've mentioned before, your child node is already added to your parent node. So, In fact, uh, you can already relocate that child node to where you want to place it and then just wait for it's light to turn back to solid blue, because that child node is already configured successfully when it turned solid blue. So, it's already added. Mhm. [silence] So [overlap] We are at this point in time.
10:00
Speaker 1
Okay. How long does it usually take?
11:00
Speaker 2
uh it could be that the transmission of data uh that your child node received have some interference or interruption from your internet connection but you don't have to worry because that child node is already successfully configured when its light turned solid blue a while ago so it's already added so you just have to wait for its light to turn back to solid blue that would depend uh on its uh on its receiving end if the transmission of data from your internet to your nodes is stable then it will return back if it's not, you can check on your app uh and you can check on the child node. Otay, that's it. [silence]
11:00
Speaker 1
My second... I can't get on the app. Unless you say so. Okay, perfect. The app is a problem at the moment. I can't get into the app. It's just not accepting my password that I created earlier. Is there a reason for that? do es, I had to reset.
12:00
Speaker 2
So, as I've mentioned. as I've mentioned. Yeah, as I've mentioned. Alexander, you don't have to worry if your child node light changes because it's already added to your parent node. So you just have to wait patiently for it to turn back to solid. Because it's already connected. Well, how did you log into your app? Is it set up on you or manage your Wi-Fi? Because a while ago, I think you will... you have reset your
12:00
Speaker 1
mhm. [silence] uh uh maybe yes I think so. I can't um I can't get in. It's not letting me log into the app at all.
13:00
Speaker 2
[silence] [silence] parent mode, did you reset your parent mode?_prevously, Mhm. so when you reset your previous mode, did you uh log into your app when you reset the previous mode and set it up on the app?
13:00
Speaker 1
Okay, let me just download it again. I've deleted it. Okay, so I'm opening the app. A router password, yeah. And then which password do I put in here? The router password. Oh, I've got to set up a thing. [silence] Bandwidth [silence] good. Yeah, I've got 50 [silence] crazy. [silence]
14:00
Speaker 2
Okay, hold on, let me check, what's, what's the router password for your app [silence] Yeah, it's usually, um, the router password, [silence] So the exact router password is password 123. [silence] This is the default router password. [silence] if it does not work. [silence] You can Google the default router [silence] Internet [silence] your internet service provider [silence] and that should come up.
14:00
Speaker 1
yeah that doesn't work [silence] yeah yeah I've tried that that doesn't work either yeah that doesn't work either I've tried that
15:00
Speaker 2
the default should be admin, but sometimes it's the Wi-Fi password of your router. Okay, hold on. I'm checking what's the default. All right. So the router password of your router is the default Wi-Fi password on your router, on your parent node. Take the Wi-Fi password. Type it in. Once you type the Wi-Fi password, add the recovery key. There's also a recovery key at the bottom. So the default Wi-Fi password plus the recovery key.
15:00
Speaker 1
Yeah, that's, yes, yes, doesn't work. It says incorrect password. Okay. Okay, just taking that off. [silence]
16:00
Speaker 2
so it's connected It's in one So you try to type in the default Wi-Fi password and the recovery key and what does it state? Okay, can you try to click on the reset password or forgot password? And it should ask you for a recovery key and just type in the recovery key or which is indicated on your parent node. Make sure that when you type in the password or recovery key, it should be the parent nodes default Wi-Fi credentials. you in now? [ silence ] once you type in the recovery key, uh, it should ask you to create a new router password. Okay, so you have to create a new router password. It should be case-sensitive letters, and numbers and a special character. [ silence ] are you now creating a router password? Okay. that's good. So, once you create a router password, make sure that one letter is capital and all the characters or letters and numbers should not be repeated.
16:00
Speaker 1
Yeah. Okay. I'm in. That's fine. Perfect. Do I need to do anything? Do I need to do anything else on that? Or are we ok now that George mode is connected? Okay. Perfect. [silence] Okay. Perfect. Yeah, that makes sense. Yeah. Thank you for your help. I really appreciate it. Take care. Appreciate it. Thank you, Angie. Bye bye.
18:00
Speaker 2
OK, that's good. All right. So since you're already on the app, so that's where you can change any settings like your Wi-Fi name, if you want to change, then go to the Wi-Fi settings. If you want to change the Wi-Fi password, then you can edit your Wi-Fi settings on the Wi-Fi category. Just make sure to save it and take note of it because once you customize your Wi-Fi name and password, when you connect to your Wi-Fi name, it will be the new created Wi-Fi name and password. You Okay. So everything's good now? All right. You're welcome. Thank you for calling. Links is again, Alexandra and take care of. Have a great day, goodbye. Welcome. Yes, it's no pressure to ask. Bye.
18:00