V2 Rubric Detail — 93847128-742d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 02:44
Duration
27m 52s
Contact
Lance Hardison
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score 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
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall29.4% (-6.5)

V2 Grader Summary

The agent demonstrated ownership and attempted troubleshooting but failed to identify the model, use diagnostic tools, or provide accurate guidance, resulting in incomplete resolution. Despite staying on the call, the lack of escalation and clear next steps led to an ownership gap.

V1 Case Analysis

Customer unable to reconnect Velop mesh nodes after power outage. Agent instructed reset and 5‑press pairing; one node reached solid white, the other remained blinking. No final resolution achieved.

Troubleshooting Steps
  • Asked about LED colors and current state of each node.
  • Instructed to place child node within a foot of the parent node.
  • Guided through a 30‑second reset on each node (factory reset).
  • Later instructed the 5‑press pairing method on the parent node.
  • Observed LED changes (solid blue, solid white, blinking).
Key Observations
  • Agent did not collect model, serial number, or warranty information.
  • Instructions were inconsistent, mixing a 30‑second hold reset with the 5‑press pairing method.
  • No clear confirmation of resolution; call ended without a definitive next‑step or escalation.
Positive Highlights
  • Attempted to guide the customer through node pairing steps.
  • Acknowledged the customer's frustration and kept the call active.
  • Used the 5‑press method appropriate for Intelligent Mesh devices.
Agent Errors / Gaps
  • Missing required protocol data (model, serial, warranty status).
  • Provided inaccurate LED interpretations (pink, black, etc., not defined in KB).
  • Confused reset procedures (30‑second hold vs. 5‑press pairing).
  • Did not verify that the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with one node solid white and the other still blinking; no confirmation of full mesh recovery or internet connectivity.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided resets and 5-press pairing but skipped model identification and never verified WAN connection or admin interface status.
R3 Not Met Correct resolution path conf 90%
Agent applied 5-press method without confirming model type, risking incompatibility (e.g., if SPNM or LN1100 v2, Pair button is required).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent used LED color as a diagnostic input but failed to ask for model number, firmware version, or ISP status to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin UI (192.168.1.1/myrouter.local) to verify node status, despite repeated blinking indicating unresolved pairing.
T3 Not Met No misinformation conf 95%
Agent referred to 'pink' and 'black' lights not documented in any KB; 'press reset five times' is invalid on models with Pair button only (e.g., SPNM, LN1100 v2).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but allowed long silences and unclear transitions (e.g., 'Wait for it. The mother will try to reconnect it.')
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding when customer repeated actions or expressed confusion ('So way and do that now 30 30 seconds.')
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call throughout, attempted multiple troubleshooting steps, and did not transfer or abandon.
O2 Not Met Proactive follow-through conf 90%
No timeline or next step given; call ended abruptly after partial success without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After 25+ minutes with unresolved blinking nodes, agent should have escalated to L2 given lack of progress and unclear model compatibility.
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 80%
Agent offered encouragement ('You're doing great') but did not acknowledge customer frustration from repeated steps or prior failed attempts.
X2 Partially Met Tone & rapport conf 80%
Agent responded to inputs but maintained a passive tone during customer confusion, missing opportunities to reframe or simplify.
X3 Not Met Overall experience conf 95%
Customer repeated reset and 5-press steps multiple times due to inconsistent results and agent’s lack of diagnostic tool use.
Call Transcript38 turns · 46 lines
Speaker 1
[silence] Lance L-A-N-C-E [silence] No. We had a power outage and now my routers aren't connecting. I just need to connect them back and I forgot how to do it. [silence] Um the main node apparently doesn't like
00:00
Speaker 2
Welcome to Lynksis 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.lynksis.com. Please have your device serial number ready. For assistance, press one now. For out-of-warmty products, please have your device's serial number and contact information ready. If unavailable. [silence] [silence] [silence] And be for calling Lynksis. My name is Nathan. an who I am speaking? [silence] [silence] Elen. Is this a person calling us Lance? Mhm. Tell me the color of the light on the router. Okay. Okay. Can you bring them near the mother node? bring them closer, at least once one foot away. uh bring the child node near the mother node, at least one foot away from each other. Okay. Until it re-oh.
00:00
Speaker 1
[ silence ] All right, one second. Two of them so I could plug them in, hang on. [ silence ] Okay, hang on. [ silence ] Okay, they're blue. [ silence ] Are you there? Sorry, I had my phone down. Sorry, what did you say? one's linking, they're both linking now.
02:00
Speaker 2
Mm-hmm. Okay, okay. Solid blue? Sorry. Uh, solid blue, solid blue. Okay, wait until be, becomes solid blue.
02:00
Speaker 1
OK. Yes. they're both making blue. 30 seconds. And one of them is solid red now. one of them is solid red and it was making, 30 seconds, right? You know, I'll do one at a time. No. OK. yeah, one at a time. OK.
03:00
Speaker 2
If after one minute, it will not change. Tell me. We will set the child mode and then we will add them back. Is it still blinking blue? Not solid blue? Can you press the reset button and hold it for 30 seconds one at a time? Yes, each It's okay. Press and hold them. Yes, one at a time.
03:00
Speaker 1
turning them one solid blue now it's off now it's blinking let go let go okay are you gonna do the other one? okay i'm sorry
04:00
Speaker 2
Okay. [silence] Wait until he comes back on the floor. [silence] Yeah. [silence] Go ahead. [silence] Do it. [silence] your scenes. [silence] Yes. [silence] Go ahead. [silence] Do it. [silence]
04:00
Speaker 1
Well. This one's blinking. Now they're both blinking. Now blinking's all blue. Still blinking. Okay, one solid blue now. [ silence ] I don't I'll do this. [ silence ] All right. Hey, I'm still [ silence ] one signal blinking [ silence ] Come on. [ silence ] Well, one thing being blue, one's all blue.
05:00
Speaker 2
Okay. When both of becomes solid blue tell me. We'll reset them. Okay. What is the color now? Okay, wait until becomes solid blue and we should be good.
06:00
Speaker 1
All right, now they're both solid blue. Uh-huh. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Oh, hang on. It went off to pink and then it went off to white and then it went off to black to white. Okay, now they're now they're blinking. Okay. one of one of them is. One child knows when he went solid blue.
07:00
Speaker 2
Mother note to the one that is originally wide. Press and release the reset button. Do not hold. and release one press per second. and do it five times. Do not hold. Okay. to react. The mother node should blink and yes, and Wait, wait. Will take one at a time for 30 to 60 minutes. [silence]
07:00
Speaker 1
okay alright one's done it's white the other one shows all of blue oh this this is a blinking white hang on it's blinking white now this this is blinking blue okay uh-huh okay thank you still blinking blue can you tell me how to do it when I'm done please [silence]
08:00
Speaker 2
The other, it'll turn red. Okay, it will turn red. It turns red, meaning it's tried to simulate this connection, and then wait for it. The mother will try to reconnect it. That's good. You're doing great. what so it is yes and the dreaded part is the waiting time you have to wait sorry for that one
08:00
Speaker 1
Where are you at? Where are you located? What's the... Oh, okay. So where? Oh, gotcha. Uh, Philippines. Uh, what time is it there? uh. Oh yeah, it's almost 10:00 here, Oklahoma City, USA. It's still blinking white, so. Center line, yeah. All right, one went solid white. One still blinking white.
10:00
Speaker 2
[silence] Yes. Good. I'll wait for you. [silence] Yes. Every time? It's okay. Yeah. Mm-hmm. Yeah. Mm-hmm. [silence] Mm-hmm. Yeah. Mm-hmm. Yeah. Mm-hmm. [silence] Yeah. Mm-hmm.
11:00
Speaker 1
Okay. Do the same thing? So 30 for the child knows and then 50. Huh? Do what? They're blue, blinking blue. Okay. The apparent nervous right now, so.
13:00
Speaker 2
All right. Can we which color?
13:00
Speaker 1
[KEEP_UNCERTAIN] Well, no, I didn't do I didn't do that again. So way and do that now 30 30 seconds. Okay, I'm sorry. So is that I'll do the same thing, right? Select number one. Okay, I'll do this one first. [silence] I know this isn't blanking, so that's good.
14:00
Speaker 2
You pressed the wrong button on this one? That's okay. That's okay. Now. Okay. Child node.
14:00
Speaker 1
this one. Can I do the parent note at the same time? The five things or no? Or wait. I should wait. It's red or pink. Yeah. It's pink, red. Yeah. Oh no, it's black. alright, so that one's good there. and I'm always waiting for them to do what they're supposed to do. it's blue, flashing blue all right.
15:00
Speaker 2
[silence]
15:00
Speaker 1
still blinking let me hang on one second you are thank you all right one's a solid blue and the other one's still blinking so uh i know we're still blinking uh All right, now they're both solid blue. It's white. Doesn't matter though, right? Press it five times. Okay. Got it, yep. It went red, just for a white and then I think it blinks, turn this, I believe. come on So it's still, it's still solid blue.
16:00
Speaker 2
All right. Stand by press on the mother node. Yes, the mother node should be white. The child node should be solid blue. Run by press on the mother node. Go. Mm-hmm.
17:00
Speaker 1
All right, it went off, went to red, then went to white, solid. All right. Yeah, not quite yet. Come on. So now I'm just trying to recognize them and connect with them. [silence]
18:00
Speaker 2
[KEEP_UNCERTAIN] Um when you press the mother node five times, it react to it right? It blinks. Okay. Good, good, good. The child node it will reconnect. [silence] For a bit. [pause] Yeah. [pause] Yes it will. [silence] Sometimes.
18:00
Speaker 1
Oh yeah. Well yeah, right. Right. I don't like work. Work and fun. No fun. No fun. I can't believe I did that. It's so so blue. [silence] Missed No neither one of them blinking they're solid blue and Solid white for the parent node That even blink only oh five times on the main one yeah Yeah Yeah Okay one of them's the first one's blinking now so first child node's making blue now
19:00
Speaker 2
still blinking. Hmm. Can you press the reset button one more time? Five times. At the mainland. Hmm. [silence]
20:00
Speaker 1
Now the second one's blinking. The first one's blinking white now, which is good. Yeah, it's blinking white now. [silence] So once you want.
21:00
Speaker 2
The child's not responding. Ah, okay, good, good, good. [silence]
21:00
Speaker 1
uh right right right does it
22:00
Speaker 2
It turns red, no worries, and then here it goes to simulation this connection and there it about so PBL does not cancel and there you go.
22:00
Speaker 1
goodness, your kids are right, oh, there it goes, solid. I'm gonna, I'm gonna put that one back, okay, real quick, real quick, give me one second here, thank you, every time I've called, I've had a [silence]
23:00
Speaker 2
Yeah, okay, go ahead. I'll be here And wait for you.
23:00
Speaker 1
could have been this easy. I went through on the internet and everything, so I don't know why, but I didn't get you. That's why I'm listening. Okay, new one. Now, this one I'm going to be easy with and not pick a whole thing out. All right. Okay. And it should reset on its own, right?
24:00
Speaker 2
[silence] [silence] Yes [silence]
24:00
Speaker 1
Okay. That one. Let me see about the other one now. Uh, not just the blue. Let me see. Still making blue. That one's fight. Let's move the other one on the side. Anyway, (upbeat music)
25:00
Speaker 2
T t t Yes, it's good. You've done it twice, so it should be easy for you then. Okay. Thanks. Thanks, Lance. Anything else you can help? Alright then. Have a nice night and good evening. Bye bye, Lance.
27:00