V2 Rubric Detail — 872d126e-6356-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:24
Duration
31m 4s
Contact
Michael Curry
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent correctly identified the MX6200 as a Cognitive Mesh system, applied the proper reset and pair-button procedure, and guided the customer to full node recovery with solid white LEDs. All troubleshooting steps were model-accurate and outcome-confirmed, resulting in a fully resolved case with strong technical execution and communication control.

V1 Case Analysis

Customer reported two MX-6200 child nodes (one red, one blue) not appearing in the app. Performed reset on red node and pair-button sync. All nodes now show solid white. Internet connectivity not confirmed.

Troubleshooting Steps
  • Confirmed model (MX-6200) and serial number.
  • Instructed to place child nodes close to the main router.
  • Performed hard reset on the red node (reset button held for ~20 s).
  • Used the pair button on the main router (press ~2 s).
  • Monitored LED status until all nodes showed solid white.
Key Observations
  • Agent instructed 20-second reset (vs. KB-recommended 15 seconds).
  • Agent instructed 2-second pair button press (vs. KB-recommended 1 second).
  • No confirmation of internet/WAN connectivity after nodes came online.
  • LED interpretation was inconsistent; agent initially misread node states.
  • Closure was vague ('I guess we're good then') without summarizing next steps.
Positive Highlights
  • Successfully identified the correct model (MX-6200) and serial number from customer input (transcript [08:00]).
  • Provided a logical sequence: reset, proximity, pairing, and LED monitoring (transcript [16:00]–[26:00]).
  • Maintained steady pacing and kept the customer engaged through a multi-minute wait period.
  • All nodes eventually displayed solid white, indicating successful re-pairing.
Agent Errors / Gaps
  • Incorrect reset duration: 20 seconds instructed vs. 15-second KB standard (transcript [16:00]).
  • Incorrect pair button duration: 2 seconds instructed vs. 1-second KB standard (transcript [17:00]).
  • Did not verify that the main router had active internet before initiating pairing (critical omission at [17:00]).
  • Failed to confirm customer name after prompt at [09:00], despite identifying 'Michael Curry' from system.
  • Gave ambiguous closure: 'I guess we're good then' instead of confirming resolution (transcript [30:00]).
  • Misinterpreted LED states early in call—incorrectly assumed two red nodes when customer said one red, one blue (transcript [10:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
All nodes ended with solid white lights, indicating successful connection in Cognitive Mesh; agent confirmed resolution and closed with customer satisfaction.
R2 Met Diagnostic thoroughness conf 98%
Agent directed factory reset (20s hold), used pair button on parent, and monitored LED progression—logical, model-specific steps that advanced resolution.
R3 Met Correct resolution path conf 97%
For MX6200 (Cognitive Mesh), reset + pair button is correct path; agent followed documented procedure without unnecessary escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified red/blue/white LEDs, confirmed model (MX6200), isolated issue to child node pairing, and pursued root cause via reset and re-pairing.
T2 Met Appropriate tools / resources used conf 96%
No remote tools or logs needed; agent used correct physical procedures (reset, pair button) appropriate for a hardware/LED-based pairing issue.
T3 Met No misinformation conf 97%
Correctly instructed 20s reset (within 10–20s KB range) and proper use of pair button (not 5-press); LED expectations aligned with Cognitive Mesh behavior (solid white = online).
Communication
C1 Met Clear & professional language conf 95%
Maintained control by giving clear instructions, setting timers, confirming LED states, and guiding transitions between steps.
C2 Met Confirmed understanding conf 94%
Used plain language, repeated key actions, confirmed customer progress, and adapted to customer’s pace during LED observation periods.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 96%
Set clear next steps (reset, press pair button, wait 2–10 min), provided realistic timing, and followed through until resolution.
O3 Not Applicable Closure confirmation conf 92%
No prior case history referenced; no handoff occurred—this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was professional and patient but did not explicitly acknowledge frustration or express empathy (e.g., 'I understand this has been frustrating').
X2 Met Tone & rapport conf 94%
Matched customer’s conversational pace, checked in after waiting periods, and adjusted phrasing to confirm understanding.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition, used customer-provided model/serial, and performed all actions live without adding steps.
Call Transcript29 turns · 31 lines
Speaker 2
[silence]
00:00
Speaker 1
This message has been trans. Hey Gerald, how you doing? [silence] Yeah. [silence]
07:00
Speaker 2
Thank you for calling. links. My name is Sen. Harold. I'm pretty good. How are you doing? [silence]
07:00
Speaker 1
you there I've got uh... I've got a two of my nodes just don't seem one's got a red light and the other's got a blue light. And I I can't seem to connect them to the router. The model number is MX-6200. The serial number is 58 W 10 M as in Mike. 24 E as in Echo 02527.
08:00
Speaker 2
How can I help? I'm listening. What is the serial number and model number of that? All right, let me check. [silence]
08:00
Speaker 1
That's right. Yes. Correct.
09:00
Speaker 2
Based on your phone number, you have a record here. Can you confirm if I'm speaking with Michael Curry? You got three notes all right? Just just confirming Okay
09:00
Speaker 1
[silence] Well, the router is fine. It's got a white one. [silence] But the one-- one-- [silence] one has always had a problem connecting to the router. [silence] And that one I-- tried to reset and so it's got a solid blue light. [silence] But the other one has been connected to the router and just about a week and a half ago, the light turned red. So I unplugged it, plugged it back in. [silence] Nothing changed. [silence] And when I go on the app, it won't pull it up. It'll pull it up but it won't show me. It shows that there's no signal strength. Yes.
10:00
Speaker 2
You said one solid blue the rest are red right so the main node that solid white right, right? so the two child nodes are red again I'm just trying to confirm clear alright, so the main node that white plus blue, right? and then the two child nodes that should be red. [silence]
10:00
Speaker 1
One is red, the other one I tried to reset and I don't think it's connected to the system anymore. The light on the one that's not connected to the system is blue. There are more. All right. Let me go do that. It's going to take me a minute. Hang on. Let me grab them. [silence]
11:00
Speaker 2
but what's the light? okay. we're done those right now. as their new right a parent node three to five feet for more then. move the child node to where the parent node is located. plug them into power. then it should be three feet away from the parent node. [silence] so we can add them. okay. [silence]
11:00
Speaker 1
okay, can you hear me? they are connected and within the lights are flashing blue. they're both flashing. [silence]
14:00
Speaker 2
You got a plugin? It's like it erases them. Okay.
14:00
Speaker 1
now one is blue and the other is red
16:00
Speaker 2
the one that's red, press and hold the reset button up there, hold it down for twenty seconds.
16:00
Speaker 1
okay, done, it is now, solid, blue, oh, it's blinking, blink, now, done. just did it. white. it's blinking, white.
17:00
Speaker 2
All right, let's wait for the light to turn solid blue for that node. And at the bottom of the main node, there's a bigger button. Now, it's gonna go blinking blue. Again, at the bottom of the main node, there's a bigger button, press that for two seconds. The main tower. It's supposed to blink. What's the light now? Blinking or
17:00
Speaker 1
The light is still on the child node we were working on. It's blinking blue, but the other one's blinking white, the other child node. So the main node's blinking white. The child node that was red is now blinking blue, and the child node that was blue is now blinking white.
18:00
Speaker 2
Alright. Observe the light of the solid blue child node or the Extender node. What's a light now? [silence] All right, that one.
18:00
Speaker 1
Okay. Now the node that was read is a solid blue. The other two are still blinking lights.
19:00
Speaker 2
it's trying to communicate to the main node. So if you encounter an issue with the connection, then that should turn solid white. It's going to take 10 minutes. So we're going to we're going to need to wait. Alright. Thank you.
19:00
Speaker 1
Okay, now the main node is still blinking white. The node that was red is solid blue. And the node that was blue is solid white. [ silence] No, the main node has stopped blinking and is now a solid white. All right, I press the main router, uh the main one, big button for two seconds. It it is.
21:00
Speaker 2
Alright, do it again. Press the pair button, two seconds. The bigger one. The one that's now solid blue that should start flashing blue to white. Alright, good.
22:00
Speaker 1
All right. The blue flashing has now turned to a white flashing. All right.
23:00
Speaker 2
All right, let me start the timer here we're going to need to wait two minutes again I'll let you know when the timer is up [silence]
23:00
Speaker 1
Okay, now they're all solid white, except for the main one. That's blinking white. And now the red one, the one that was originally red, is now solid red. Oh, the main one's still blinking white. Well, now the red one just turned solid white. And the main one's solid white. And the other one's solid white.
25:00
Speaker 2
So, two solid white, one solid, red. So, all three are now solid white. Ok, good. You can move the child node back to where they were before.
26:00
Speaker 1
All right. One is solid light. The other one is still blinking blue. Oh, now it's solid white. All right. No, thanks for your help, man. Great. Appreciate it. All right. You take care.
30:00
Speaker 2
[silence] and what about the other one? Okay. All right. I guess we're good then. You have other questions? Any concern? You're very much welcome. very much welcome again. You have a good one.
30:00