V2 Rubric Detail — 9502ab56-6973-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 11:07
Duration
21m 47s
Contact
Stephen Booth
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133565
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node keeps dropping
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score 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

Resolution0.94/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall30.4% (-15.6)

V2 Grader Summary

The agent performed some troubleshooting but failed to follow ISP-provisioned device protocol (R3 Not Met), gave technically inaccurate information (T3 Not Met), and did not escalate despite unresolved state. While some empathy and control were present, repetition and lack of clear next steps reduced customer effort. Outcome remains partial due to unresolved issue and missing escalation.

V1 Case Analysis

Child Velop node flashing red/offline. Attempted 5-press pairing; node failed to join. Advised web interface method later. Ticket details to be sent.

Troubleshooting Steps
  • Attempted 5-press pairing on parent node
  • Observed node LED (flashing red)
  • Checked DFS setting in Linksys app (off)
  • Verified firmware version (up-to-date)
Key Observations
  • Agent skipped foundational Velop troubleshooting steps (power cycle, WAN test, LED status check per KB).
  • Did not verify parent node LED status before pairing (should be solid blue per KB).
  • No attempt to isolate upstream issues (modem/ISP) despite ISP-provided hardware (GigaClear).
  • Long silences and fragmented instructions caused customer confusion during app navigation.
  • No escalation path, callback time, or concrete self-help article provided — only vague promise to send information.
Positive Highlights
  • Collected full customer contact information and serial number.
  • Correctly identified device as Velop MX55 (ISP-bundled).
  • Accurately verified firmware version and confirmed up-to-date.
  • Checked DFS setting in app and advised to leave off (aligned with KB).
  • Recognized 5-press method applies to MX series nodes (per velop_child_node_setup.md).
Agent Errors / Gaps
  • Failed to follow standard Velop troubleshooting flow (skipped Steps 1-4 in velop_wifi_connectivity.md).
  • Did not verify parent node LED status before pairing (should be solid blue per velop_child_node_setup.md).
  • No basic isolation steps to rule out ISP/modem issues despite ISP-provided hardware.
  • Provided no definitive resolution path; left next steps entirely to customer without scheduling callback or providing KB links.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer still sees flashing red on the child node and the agent says they will send information later – the issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent tried 5-press, checked firmware, and suggested web UI, but skipped critical steps like rebooting modem, checking WAN connection, or testing internet at modem directly.
R3 Not Met Correct resolution path conf 97%
The device is ISP-provisioned (GigaClear), so the correct path is to contact the ISP first per KB. Agent failed to recognize this and did not redirect, violating support protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (flashing red) and asked about placement, but did not ask about internet status on parent node or perform root cause analysis per KB flow.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used app and attempted 5-press, but skipped essential tools like modem-direct speed test or WAN status check that are required by KB for connectivity issues.
T3 Not Met No misinformation conf 98%
Agent claimed 'we only have 10 seconds left for this node to connect' — a completely inaccurate statement with no basis in KB or technical reality.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent gathered info and moved through steps, but had long silences, unclear transitions, and failed to set expectations or maintain control when customer became confused.
C2 Partially Met Confirmed understanding conf 90%
Agent used terms like 'DFS', 'firmware version', and 'web interface' without confirming understanding; customer repeatedly asked for clarification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on case and attempted troubleshooting, but ended with 'I will send information later' — no ownership of resolution or follow-up commitment.
O2 Partially Met Proactive follow-through conf 91%
Agent mentioned ticket number and support hours, but gave no specific next step, timeline, or owner for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue remained unresolved after multiple failed attempts, yet no escalation was initiated despite clear technical complexity and customer frustration.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, so no details were provided to engineering, and customer was not informed of any escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent did not explicitly acknowledge frustration, but remained polite and patient throughout despite customer confusion and interruptions.
X2 Partially Met Tone & rapport conf 90%
Agent continued at a steady pace and repeated instructions, but did not adjust tone or simplify language when customer struggled.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number, device status, and steps multiple times; agent did not consolidate or streamline information.
Call Transcript26 turns · 30 lines
Speaker 1
Hello, I'm trying to check, my node, keep my child node, keep dropping and I just had a live chat with a bot and he got very technical and that he lost me there. So, he said I need more assistance as something you ain't that technical. No, it just, it just it just we finished the chat and then it said, call, call you guys. Well, a bot, it wasn't it real person. It was a, yeah.
00:00
Speaker 2
Welcome to Lynx Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Lynx. This is G. I'm going to help you today. M. I see. Got it, sir. Um, do you have any ticket numbers here that I can check? Uh-huh. I see. Uh you were in touch with our chat chat support agent sir. Oh, oh, I see. Okay, got it, sir. So yeah, that's the reason I cannot pull up any right.
00:00
Speaker 1
Okay. The serial number of, of the what? All right. Yeah, after looking at the bottom of that, serial number is, is that the model number? Oh serial number, yeah. Five, yeah, I've got it. Five, five V one, zero M, two eight F zero, five two four eight. Only one. Yeah. Oh, yeah, yeah, yeah. We've got, we've got, so we've got the main one and then the the child node is the one that pays. [silence]
01:00
Speaker 2
record anyway, sir. May I have the device ID number of your Linksys device, please? The uh the node, sir, that it's having issues. Ah, no, sir. Okay. Let me just check on the exact unit here. And may I know how many links is nodes you have? I'm sorry. Um, you mentioned, sir, you have a child node. That means you also have a parent node, right? Okay, got it. Let me just check on the, yes, yes, sir. You have two nodes, sir. one parent, one child node. Okay, just a few seconds, sir. Let me just check. Thank you, sir. Your internet provider, sir is Giga clear. Okay, Giga clear. So what I have here, based on the real number, sir, it shows that you have an SBM X 55 and it's a bundled device from Giga clear. So, yep, before we proceed, sir, oh, okay, yeah, sure. Thank you. Before we proceed, I might have your phone number just in case you get disconnected. Okay. Got it. Thank you. And how about your first and last name, sir? How do you spell your last name, sir? Okay. And how about your email address, sir? Uh-huh. .co.uk. Okay, thank you. Okay, and you mentioned, sir, that the child node keeps dropping, right? May I know, sir, how far is it? Uh-huh.
01:00
Speaker 1
للغاية 놓여. لقد جربتها في مواضع مختلفة. إنها الآن بstander تسمح، أقل من 10 أقدام من-readia الرlogging. ولدي الآن ضوء Antón آخر hey. نعم، فعلنا ذلك. لقد فعلت كل شيء طُلب مني، محادثة الروبوت. لقد فعلت كل شيء طُلب مني، ثم قال: عليك أن تفعل هذا، أن تفعل ذلك. وهذا عندما نصحني بالاتصال بكم. في الوقت الحاضر، في الوقت الحاضر، إنها بstander حوالي 6 أقدام. سأحاول مرة أخرى. سأحاول وأنفصل عنها، بالطبع. انتظرني قليلاً. That's, that's about four feet now. If, it might be less. Yeah, it's, it's uh, uh flashing blue. Yep. Yes, it is. Yep. Yeah, yep. [silence]
04:00
Speaker 2
okay yes yes yes sir so uh since you plug it out sir is it now it's it's putting up right okay so let's just give it a time sure and then it shows again a steady purple on the top okay yes sir the model number of your parents those sir is it also iXiB F P B and and X 55 F Okay, so you have it bundled from them. Okay, thank you, sir.
05:00
Speaker 1
So now it's solid purple. Yes I do, yes. You want... Sorry, I still go on carrying on. I keep jumping in. Sorry.
06:00
Speaker 2
[silence] Okay. yeah, that's good, sir. So, do you have the app on your phone, sir? You have the app. Okay. Anyway, sir, we uh yes, sir. Okay, did you try adding this node to Mm-hmm.
06:00
Speaker 1
Yeah, yeah it when I went on the app it comes up offline it just kept saying offline. [silence] Yes done that I've done the five press yeah. [silence] Yeah so five five quick presses on the main one. Okay. [silence] Not too fast not too slow. Okay. Okay, I'll do that now. Okay, so it's flashing flashing flashing purple now. the main one is. on the main one
07:00
Speaker 2
Oh, goodness. Okay. So if that's the case, then we will not use your app for adding this node back to your network. Um, how about fire press there? Did, uh, the AI asked you to do the 5 press? Okay. Can we do it again, sir? Um, press and release. Yes, not too fast, not too slow, sir. Oh, wow. On which node a main one, okay.
07:00
Speaker 1
[silence]
08:00
Speaker 2
okay, that's good, let me know if it's flashing red, okay, that's good, so let's just give it three to five minutes here for this note to connect, yes, uh, we will expect to see a solid blue light at the top, yes, yes, sir, hopefully, [silence] Hello? Yes, okay. Still pressing great. [silence]
08:00
Speaker 1
still flashing red. okay. okay. Yeah, my, my partner does, but she's not here. So, yeah, no, I haven't in the moment. No. That's where it gets technical. Sorry. okay. Right. Right, okay. So can you, could you, can you send me
13:00
Speaker 2
okay uh we only have 10 seconds left sir for this node to uh connect so since yes sir so since it stays uh flashing red, sir, we will do another hard reset and we will try the other way of adding the node. But anyway, sir, before we do that, I know do you have a computer or maybe an iPad that we can use? You you have. okay. Yes. Yes, sir. cuz the third way of adding the child node, sir, is using the web interface and for that, we might need to use a laptop or maybe an iPad. Mhm. [silence]
13:00
Speaker 1
I don't know via text or the instructions and when a partner gets home we'll try it that way. would that be possible? Yeah, okay. I'll check it. Yep. Uh, yeah. it's still got network device offline. Yep. then you but Yep. Yup. Get menu. Yep. Yeah, got Wi-Fi settings.
14:00
Speaker 2
uh uh - yes uh yes uh can you please check uh open your linksys apps uh can we check one setting sir if it's offer on uh huh uh huh - okay can you go to the menu bars on the upper left uh huh okay and uh go to Wi-Fi settings uh uh under Wi-Fi yes sir
14:00
Speaker 1
yeah advanced Wi-Fi setting click on that [silence] frequency connection [silence] yep [silence] that's it's off [silence] okay
15:00
Speaker 2
You have their advance. Yes, please. And, uh, look for DFS, sir, dynamic frequency selection. Is it currently on or off? It's off. Okay, just leave it off, sir. Okay. Okay. So, yeah, it seems that we have, uh, we only have one troubleshooting left, sir, for this, uh, which is the web interface. Okay, so. Let me just check on, uh,
15:00
Speaker 1
Okay. Sorry, go to what administration? Go back on to where? So, the menu. Yeah. Fair with me. Sorry, sorry, I have I have, I have, I have to bring the phone away from my head. So what are you saying? I can't listen. So once, so I'll go back to the the left, the the bar on the left. Okay. So what am I going on now? Network administration. Yeah, click on that. Then, now what?
16:00
Speaker 2
in what other things that we can do, okay?
16:00
Speaker 1
No, it's just word. I've clicked on the nodes, but it's not it's not nothing showed up yet. It just got a worrying circle going round, still doing it. Okay. Yeah, so which node do, got it now? What node do I click on? Yeah, clicked on that. Firmware. IP address.
17:00
Speaker 2
nodes, sure. OK. Yes, tap on the first node, the first router, sir. Uh-huh. Uh-huh. You mean the main node, sir? Hmm? Oh, okay. OK, let me know if you're inside, sir. First node, sir. Yes. OK, on the first note, sir, you have the firmware.
17:00
Speaker 1
Yeah, firmware version, yeah. It's got up to date. It is 1.1.6.21.6052. Yeah. Right. Yeah. So yeah, yeah, I've got you. You can send me the information, and I'm a partner. I'll do it later. That's okay. uh, it is 80 Indeed, your time available in there is Yellow Boards. YeahSure. That's good.
18:00
Speaker 2
Yes, what is the version sir, up to date, may I have the version, 504.8053 let me just confirm yeah it seems that this is the version from, GPIO clear sir, okay. Okay so the child node should have the same form of version like this sir, but anyway sir we, the next troubleshooting that we can do or that we need to do sir, add this node using the web interface and since we cannot do it now, you're alright. Okay, so I will. Yeah, I, I will do that once sure and uh I will also include your ticket number, uh,
18:00
Speaker 1
Brilliant yeah excellent thanks a lot thank you very much brilliant yeah should get home about four four o'clock so hopefully we can get in get him sorted on then okay thank you thank you thanks for your help bye bye
19:00
Speaker 2
in case you need to call us back, just provide us ticket number, okay thank you so much. If you're free to call us back, we're up until 9pm okay yes. Okay sure. Okay Thank you so much for your time, sir, have a good day, you're welcome sir bye bye sure
19:00