V2 Rubric Detail — 8493c052-6509-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:18
Duration
18m 34s
Contact
Tammy Holmgren
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133021
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Child node lost connection to network
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall66.3% (+20.3)

V2 Grader Summary

The agent followed correct technical procedures for resetting and re-pairing MX6200 mesh nodes using the 5-press method, demonstrating protocol adherence and ownership. However, the call ended without resolving connectivity, lacked empathy, and failed to reduce customer effort, resulting in a partial resolution.

V1 Case Analysis

Customer reports two MX6200 mesh nodes stuck on red LED with no internet. Performed node resets (incorrect 20s hold) and mentioned 5-press pairing without guidance; issue unresolved.

Troubleshooting Steps
  • Collected model, serial number, and contact information
  • Asked about modem LED status (confirmed white)
  • Instructed power-cycle of all devices including modem
  • Guided reset of child nodes (20-second hold on reset button)
  • Mentioned 5-press pairing method without step-by-step guidance
Key Observations
  • Agent collected essential device and contact details but did not verify WAN connectivity or router admin status.
  • Technical guidance contained inaccuracies: reset hold time (20s vs. KB 10–15s), incomplete 5-press pairing instructions.
  • Long silences, repeated clarification requests, and dropped audio disrupted call flow and customer trust.
  • No clear next step, escalation, or callback was set before the call ended, leaving the customer without a path forward.
Positive Highlights
  • Collected model number (MX6200), serial number (58W10M25D0387), phone, and email — all critical for case creation.
  • Correctly identified that the parent node showing solid white indicates WAN/internet connectivity is present.
  • Attempted to isolate the issue by instructing the customer to bring child nodes near the parent node.
  • Initiated a reset sequence for child nodes, aligning with general mesh recovery principles despite incorrect timing.
Agent Errors / Gaps
  • Provided incorrect reset duration (20 seconds vs. KB-recommended 10–15 seconds).
  • Failed to follow standard troubleshooting flow: skipped checking WAN cable, admin page, or app status.
  • Mentioned 5-press pairing but did not explain or guide the actual procedure (press parent reset 5 times quickly).
  • Lacked empathy and did not acknowledge customer frustration despite clear signs of distress and connectivity issues.
  • Did not establish a concrete follow-up, escalation, or self-help path before ending the call.
  • Repeatedly asked for already-provided information (e.g., model number, name spelling) causing inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with nodes still not connected (blinking red/solid blue), no confirmation of internet restoration.
R2 Met Diagnostic thoroughness conf 95%
Agent collected model/serial, power-cycled devices, reset child nodes, and initiated 5-press pairing per KB.
R3 Met Correct resolution path conf 95%
Correct path chosen: reset and re-pair nodes using 5-press method appropriate for MX6200 mesh system.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified red/white lights but skipped key diagnostics like WAN cable check or ISP outage verification.
T2 Met Appropriate tools / resources used conf 90%
No tools required; issue resolvable via on-device steps per KB guidance for mesh node recovery.
T3 Met No misinformation conf 98%
20-second reset and 5-press method are technically correct for MX6200 per universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained basic control but had unexplained silences, repeated 'okay' excessively, and failed to set clear expectations.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions when asked, avoided technical jargon during pairing steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on case, performed troubleshooting, did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 85%
Gave next steps (reset, 5-press) but no timeline for completion or follow-up plan if unsuccessful.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope for mesh node recovery.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration, outage impact, or apology; interaction remained transactional.
X2 Partially Met Tone & rapport conf 85%
Repeated steps when requested but did not adapt pace or tone to customer’s stress level.
X3 Not Met Overall experience conf 90%
Customer repeated serial/model numbers; agent could have used case creation to avoid repetition.
Call Transcript32 turns · 34 lines
Speaker 1
[silence] Yes. I purchased a Lenxys like a trio pack and I'm having
00:00
Speaker 2
Welcome to Lynxys 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.lynxys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be 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 may be available, depending on the issue. Thank you for calling, Lynxys. This is Skarlet. How may I help you? Yes.
00:00
Speaker 1
[silence] oh, my internet went down last night and it got reconnected early this morning. And now I can't, I can't, link none of, I can't get on the internet anymore. I mean, it's, for some reason, it's just like everything got wiped out. Yeah. Correct. This is the first time. Okay, the model number is an MXRA6200.
01:00
Speaker 2
Okay. Hmm. OK. Okay. OK. So, um, after the outage, like the, um, internet connection using the router, the Linksys device is no longer working. Am I correct? OK. Ma'am B, before we start to check your routers, um, allow me to create a record for this. Have you got Linksys before? OK. Can you have the model number and serial number of your Linksys router? It starts with the parent node, the main node, the one that's connected to the modem?
01:00
Speaker 1
Okay, the serial number is. Um, Ooh, I gotta get a mic. Hold on just a minute. The print is small. Okay. Okay, the serial number is five, eight, W as in William, one zero, M as in Mary, two five, D as in David, zero three, three, eight seven. Correct.
02:00
Speaker 2
Yes. How about serial number? Like in the... Mm-hmm. [silence] Okay. Let me check if I got it correctly. That is five, eight W for William, one, zero M for Mary, two, five, D for David, zero, three, three, eight, seven. [silence]
02:00
Speaker 1
you. They're the same serial. They're the same model number, but um um um they got different serial numbers. It's Witten. Uh-huh. It's W-I-S-P-R-E-N-N. It's it's cable. It's ethernet. My phone number is 760-221-0367
03:00
Speaker 2
All right. And again, the model number is an MX-6200, and you've got three of this, right? Oh yeah, that's okay. And then, um, who's your internet provider, ma'am? Um, can you spell it, ma'am? Okay, thank you. Is this a cable connection, ma'am, or is it fiber connection? Cable. Okay. Okay. And can I have also your phone number? Mm-hmm.
03:00
Speaker 1
First name Tammy, T-A-M-M-Y, last name Holmgren, H-O-L-M as in Mary, G-R-E-N as in Nancy. T-I-G-E-R-K-I-T-T-Y-8-3-4 @ A-O-L dot com. [silence] Uh, [silence] H, H as in Henry, O as in Oscar, L as in Limmer, M as in Mary, G as in George, R as in Ralph, E as in Edward, N as in Nancy.
04:00
Speaker 2
And how about your first name and last name? Mhm. Mhm. Okay. It's E for Edward, right? Um, that's uh, last name before N for Nancy it's E for Edward, correct? Okay. How about your email address? Okay, again, Tiger Pretty, correct? [silence]
04:00
Speaker 1
well right now they're red and whenever these whenever yeah whenever yeah whenever these starts coming online or trying to get connected it'll flash blue and then when it's connected to the internet it'll stay white so these don't have green so and I've got three of them and seems like one likes to link in but I can't I can't get on the internet because it'll it'll stay white but the other two will stay red I'm just unplugging and I'm plugging them in white [silence] yes
05:00
Speaker 2
mm-hmm. Okay, okay. Then, I'll, okay. Thank you so much for this information, ma'am. Okay. And um, what is the color of the internal light right now on your Lenovo router? The light on the router. The green? It's red? It's red. Okay. Yeah. All right. How about on your modem right now? What's the color of the light on your modem? On your cable modem?
05:00
Speaker 1
It's it's white. Oh, I'm sorry. Um, I have a smart TV, I got a iPad, I got, um, iphones. And I have an I'm using a a desktop computer, but I'm using another uh wifi jetpack in order for me to get on the computer, in order for me to see if I can reset the link system, so and and it's giving me problems. I can't I can't get nothing connected to none of my internet. So.
06:00
Speaker 2
Okay. And what are the devices connected to your, um, network? Do you have phones, computers? Or do you have like tablets? [silence] Okay. All right. Ma'am, when you, um, did you try turning off the links?
06:00
Speaker 1
Okay. So, turned. I've turned everything. Yes. I've turned all of it off. I've even unplugged everything including the modem. I unplugged all the link systems. I even turned them off and turn them back on. And um, only one seems to say that it's being connected to the internet and the rest of them art, but when the one Linksys shows white, I cannot get in on the internet on my computers or my laptops. It, it seems like that the um, the password is not linking to the Linksys in order for me to get onto the internet.
07:00
Speaker 2
and turning off also your modem. Have you done that? Have you tried that earlier? okay. Because if the light on the linksys is red ma'am, that means that the router
07:00
Speaker 1
Okay, well, I've got, I've got three of these Linksys towers. One of them is saying that it is linked to the internet, but the other two are not, because it's supposed to be all linked to one. It's white. White. Correct. [silence]
08:00
Speaker 2
But everyone's not connected to the internet. Okay. Okay. Okay. Yes. But right now, what is the color of the light, the one that's connected to your modem, that light is? Okay. Okay. Okay. So only the parent, the main node has a white color. The rest of the two, which is on different location of the house is correct. Okay. All right, ma'am. Since the two other nodes are red, is it okay if we can bring this to... Nods onto the same location of the main node. Okay. Oh yes okay just let me know ma'am if already on the same place of the main node. Okay.
08:00
Speaker 1
Okay.
11:00
Speaker 2
Okay. Alright. Let's just wait until that.
11:00
Speaker 1
Okay. Okay. Okay, it's blinking blue right now. Yes. Correct.
12:00
Speaker 2
Node well fully boot up. All right. So again, let me just verify the parent node, the one that's connected to the modem. The light is white and then the first and then the one child node is red and the other one is still booting up. Right? Okay. Just wait. That will take like a minute or to to fully boot up.
12:00
Speaker 1
Yeah, the other one that one that I brought in is still blinking blue.
13:00
Speaker 2
Okay, is it solid dread now or still blinking?
13:00
Speaker 1
Okay now it's blinking red. Uh-huh. Yes. it. 12 13 14 15 16 17 18 19 20. Okay. First one. [silence]
14:00
Speaker 2
is blinking red. Okay. Let's do a reset on the child nodes, the two nodes okay? Let's start with the other one. That's the one that's still on solid red right now. Okay. Let's do it one at a time. So, press and hold the reset button for 20 seconds.
14:00
Speaker 1
But I did, solid blue, okay? Okay. The other one solid blue. Okay. Yes.
15:00
Speaker 2
okay? All right. And then on the second one, let's do a reset as well. Uh, same thing, 20 seconds. [silence] Okay, good. How about the other one? It's still, like, booting up. Okay, let's wait for that until it turns solid blue.
15:00
Speaker 1
Okay, the first one that I did, it's solid blue. And it's still blinking blue. Okay, now it's solid blue. Right. Okay, I can't hear you. Oh, oh, I'm sorry. I couldn't hear you. You you were blank there for a moment. Can you repeat what you said please? [silence]
16:00
Speaker 2
Okay. Okay good. So, we are going going to add this no, these two nodes back to the net network because the parent node or the main node is now, um it's already connected to the internet because it's white. Okay? So, to add these two nodes ma'am, we need to go to the parent node, okay? And then, um, okay. Um, we'll go to your to, uh we'll go to the parent node. Okay.
17:00
Speaker 1
Okay. how we're going to add it? Hello? Hello. Hello. Hello.
18:00
Speaker 2
And then on the parent node, we are going to add the two child nodes, um using this, uh five press method. Okay? Oh, let me explain it to you, ma'am, the five press, um using the five press setup, okay? So to do this one, yeah, ma'am, can you hear me? Yes? Hello? Hello, Ma'am? Hello, Ma'am.
18:00