V2 Rubric Detail — 9a52cf72-7ba8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 15:12
Duration
36m 36s
Contact
Mary Bess Biegner
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00071371
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall69.2% (+3.1)

V2 Grader Summary

The agent made meaningful progress by successfully pairing one child node using correct procedures, but provided technically inaccurate reset instructions (pressing reset again after LED turned blue) that contradicted KB guidance. One node remained offline, resulting in partial resolution. Communication and empathy were partially effective but lacked clear framing and acknowledgment of the customer's frustration.

V1 Case Analysis

Customer reported two child nodes not connecting (red/blinking). Reset one child node and used parent pair button; achieved solid white on that node. Advised to reset and relocate the second node later. Ticket LTS 0 0 0 0 0 provided.

Troubleshooting Steps
  • Guided customer to reset one child node by holding the reset button until the LED turned off, then releasing when it turned solid blue.
  • Instructed customer to press the pair button on the parent node for one second to initiate pairing.
  • Advised waiting 2–4 minutes for the node to transition to blinking white and then solid white.
  • Confirmed one node reached solid white (online) status via customer report.
  • Advised customer to reset and relocate the second offline node later.
Key Observations
  • Agent did not collect model number, serial number, or warranty status.
  • Parent node LED was solid white (online), not solid blue — agent incorrectly assumed it was ready for pairing without verification.
  • Agent provided correct reset and pair-button instructions consistent with KB for Velop Intelligent Mesh models (WHW/MX/MR series).
  • Long silences, off-topic conversation, and filler reduced efficiency.
  • Fix for the first node was not validated via the Linksys app after stabilization.
Positive Highlights
  • Provided accurate reset and pair-button procedure that got one node online, consistent with KB guidance for Velop Intelligent Mesh models.
  • Gave the customer a ticket number for future reference.
  • Maintained a calm tone and offered clear step-by-step guidance for the first node.
Agent Errors / Gaps
  • Missing collection of product model/serial and warranty information (protocol gap).
  • Did not verify the parent node's LED state before instructing pairing — parent was solid white (online), not solid blue. Pairing should only be initiated from a healthy parent showing solid blue (ready for setup) per KB guidance for Intelligent Mesh models.
  • Did not confirm successful connection of the first node via the Linksys app after stabilization — customer reported 'still blinking' at [33:00], but agent did not recheck.
  • Engaged in off-topic small talk (e.g., school in the Philippines, weather) for over 2 minutes, reducing efficiency and professionalism.
  • Did not guide customer to test the second node during the call — left it unresolved with vague 'do it later' advice.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent successfully paired one child node (solid white) but the customer confirmed a second node remained offline and unaddressed by the end of the call.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guided through reset, power cycle, and pairing steps; used LED status to assess progress and applied correct procedures for the model type.
R3 Met Correct resolution path conf 95%
Agent followed appropriate path for mesh node recovery (reset → pair); did not inappropriately escalate or dismiss, and continued troubleshooting within scope while providing a ticket for remaining issues.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptom (child nodes blinking red/blue), asked about proximity and LED status, and correctly inferred need for reset and re-pairing based on behavior.
T2 Met Appropriate tools / resources used conf 90%
Used correct physical tools (reset and pair buttons) appropriate to the issue; no additional tools (e.g., app, web UI) were necessary at this stage.
T3 Not Met No misinformation conf 95%
Agent instructed the customer to 'release the reset button and then press it again' after the LED had already turned blue. According to KB, reset is complete when LED turns off; instructing a second press after reboot contradicts documented reset sequence.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided step-by-step guidance but lacked clear framing, agenda, or summary; call meandered with off-topic discussion (e.g., Philippines weather).
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after key steps; occasional filler and unclear phrasing ('go back to glue') reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided a ticket number (LTS00007113) for continuity.
O2 Met Proactive follow-through conf 90%
Provided specific next steps (reset, wait, press pair button) and timeline (2–4 minutes); offered ticket for follow-up.
O3 Partially Met Closure confirmation conf 85%
Agent referenced current state but did not confirm prior history; customer had to repeat LED status multiple times, indicating poor information retention.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and actively being resolved.
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 90%
Agent showed some patience but failed to acknowledge customer’s frustration ('been on the phone for hours') or history of repeated issues; minimal empathy expressed.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s pace but missed cues for confusion (e.g., 'is that too close?'); did not adapt tone or check comprehension beyond basic confirmation.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by guiding through reset/pair, but customer had to repeat steps and wait multiple times due to unclear instructions (e.g., double press reset).
Call Transcript58 turns · 65 lines
Speaker 1
oh, Hi, um this is me, Ignorant and I'm, we're having trouble with our internet. Can you hear me? I think it just switched to my headphones. Um, the mother, low, or the mother node is functioning, but I have two other towers that are not. So, I need help. It's not, they're not rebooting.
00:00
Speaker 2
welcome to Lynx. Support. To ensure quality service your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support. lynxviz.com for more information about your product. Hello thank you for calling Lynx technical support. This is charm. How can I assist with today? [silence]
00:00
Speaker 1
um they were they were red and is that what you're asking they were they were red and so I unplugged them and brought them up to be near the other otherknow is that what you call it um and and I'm wondering I don't know if this plays into it at all but I have a great big Apple desktop computer that stopped and it is um it being we had to take it in for repairs and so that is usually in the office next to that one and I don't know if that affects it at all or if it I have another laptop that we can work with if that makes a difference I'm not sure all my.
01:00
Speaker 2
I see all right. So two of the child nodes are not working. What is the light status of the child mode then, if I may ask? Mhm. Yes. Mhm. Okay, I see, got it. All right, so since you, um, yes.
01:00
Speaker 1
can't access this, I thought lesson learned to print things out, I guess. So sorry. Okay, go ahead. Yes. Yeah. Like, uh, like a, like a foot. I can get I can put it right next to it. I have unplugged them and brought I brought them up. Um, well, let me I'll plug it in and now watch. It'll work when you plug it, but you know, I plugged it in. It's blue and then it blinks and blinks, and then it goes to red and red and blinks and blinks and it just never connected. So now it is blinking blue.
02:00
Speaker 2
Uh, yeah, yeah. Here. Um, you mentioned that you've um, flagged in closer to the main node, right? How far is it from the main node right now, or from the parent node? [silence] All right. Then, what's the light status now, Mom? Is it still solid red? Oh. All right. Yes. Can we plug it in? All right, so let's just wait for about two to three minutes, ma'am, until the device is done starting up. [silence]
02:00
Speaker 1
Okay, you want my, like, sorry, what, am I, what? Oh, it just, yeah, it just happened. It just happened yesterday. And then we were gone, we had to travel to take my computer in. And so it actually happened while we were gone. And so that computer had died, you know, just quit. And so it's still, still working, the internet was still working while it was not functional. But when we took it apart, I don't know, we've checked all the cords and it's still red, the main one is still white.
03:00
Speaker 2
And also, how long have you been experiencing the issue like this so I can assess it properly? mm-hmm. mm-hmm. I'm gonna All right. Okay. Yeah. May she get it. All right. Thank you so much. Um yes ma'am. All right. Let's make a... All right. Through that. All right. So I already pulled up our record here ma'am just to confirm am I speaking to Mary Beth Vanier.
03:00
Speaker 1
Yes. Begner? mm-hmm, yep, I am. Yeah. Mm-hmm. I yes. Yes, yeah. That's what I can get that on my phone, but I have the laptop I'm using has another um email. Would you want that one too or not? That it's my husband's computer. Okay. Okay. Yep, it's still blinking blue.
05:00
Speaker 2
Thanks giving you are want sounding unusual okay right now I'm not really I won't send any emails can you tell me what's the light status of the node or the child nodes? Oh blink can you
05:00
Speaker 1
long time and then it goes to red and I don't I didn't dare I pushed a button on the bottom but I didn't dare reset it because I know that there's a procedure and I did write it down but it's on my computer which is here so okay okay. ok do you want me to um and keep it plugged in ok it's red
06:00
Speaker 2
All right, so let's see here. Okay, so here's the thing then. Here's what we will do with this child node. We will reset this one and add it to the network. So, kindly press and hold them the reset button of the child node until the light won't off and release once the blue light is showing one at a time. Yes, it should be plugged in.
06:00
Speaker 1
Yeah. [silence] My nails are too long. [silence] It's time to get them done here. [silence] [silence] Is [silence] It's just being read for [silence] that [silence] normal?
07:00
Speaker 2
Yes until the light went off. Um, no, it should turn off or went off.
07:00
Speaker 1
Mm-hmm. it hasn't. it's just still red. Yeah. Oh, there. Okay, it went off. It just went off. Yep, I did, because I want to make sure I was hitting it hard enough. There, now it's blue. Let go. Okay. Okay. Okay. I have to do them one at a time because I only have one cord. The other cord is really hard to to detach in our kitchen.
08:00
Speaker 2
blue then go back to glue release the reset button and then press it again all right all right release yes uh and proceed to the next one the next note
08:00
Speaker 1
behind, a bunch of stuff. So if I can do one at a time, is that okay? This one's blinking. Okay. Okay. Does it help to be closer to this mother one and put it right next to it? And then it can Uh-huh. Yep. It's like 2 inches. Is that too close? I know sometimes.
09:00
Speaker 2
I guess we can do one? Okay, so since we need to wait until the light status of this node change to solid blue, and once it solid blue, we will add it to the network. Yes, it should be closer to the main node, like about two feet to six feet away.
09:00
Speaker 1
Sometimes we've had to update uh, you know the software? I don't know. Yay. It's staying solid blue with a blanking. Mhm. Okay. Okay. Okay. Okay. Okay. Okay.
10:00
Speaker 2
All right. It's now solid blue. All right. So the next thing you need to do, mom, is kind of press the pair button of the main node or the parent node. It's the button on the big button under the router. Yes, the middle one, press it once for one second.
10:00
Speaker 1
Okay. Now that's blinking. That's good. gonna raise our sustainability. Yeah, it is. That one's blinking blue. Okay. Okay, it's blinking white. So that's very encouraging. Oh, thank you. I just, I have sometimes been on the phone for hours. And so, hopefully this is an easy fix. I don't know. Who knows? You know, it's been hot and people are using air conditioners.
11:00
Speaker 2
All right. I see. So the main node or the parent node is now blinking white. Is that correct? All right. How about the child node then? All right. So it means that they are now communicating to each other, and let's give it about three to five minutes. And the light status of this child node, if it's successfully connected should turn to solid white. I see. All right. Let's
11:00
Speaker 1
and maybe there was like a energy, you know, brownout or something that caused it to kind of fizzle out. I don't know. Yeah, I don't know. We were not home, but, you know, my daughter had called and said, we don't have internet. So they're both blinking white, so hopefully. Okay. Oh, you're optimistic. That's good. There have been too many times and it's I don't know. You know, our house is big old house that has when we spread them out, the one node in that is not that far away, just oftentimes clicks off, you know, and then I can sometimes just unplug it and plug it back in and it'll reset, but it's for some reason that one is kind of touchy.
12:00
Speaker 2
I think it's power outage, that's good to hear. And yes, cross finger that it will connect but I know it will work.
12:00
Speaker 1
For a long time, it is. Yeah. I think although the other day that one one of them in our kitchen that has like our you know, our TV is we use internet for our TV, but it did click out and I just unplugged and plugged it back in and it came back on. So, I don't so that one I don't know. Okay. Nope, still blinking. You're still blinking. So,
13:00
Speaker 2
It is the first time that this child node has disconnected to the network
13:00
Speaker 1
and try to remember how to do this, I don't want to have to call you every time, but still blinking that, that's good though, but they're talking. Yeah, it is. Yeah, it is. It's still blinking. So,
14:00
Speaker 2
Right, they are still blinking how about the main note is it still blinking as it changes right blending
14:00
Speaker 1
From: it's just the other coms that main computer missing on it know but.
15:00
Speaker 2
All right, let's give it a minute or two minutes. but Kwaa. or maybe there are some updates um from your internet service provider that's why it might happen sometimes. [silence] Right now we are on rainy days. There's storms coming. [silence] Yes. It's raining too soon. Right now it's just a gone on thunderstorms. Maybe just like that. Yes. Yes. Yes, man. There are many oceans in the Philippines. All right. So there
15:00
Speaker 1
Yeah. Yeah. Okay. Okay. Okay. Okay. Just the power source, not the, motem or anything. Okay. I don't know what to take this one. Is it taking too long you think? Okay. I'll get practice in doing this again so we can kind of. Okay, should I plug the parent one first or the child node first? It doesn't matter. Okay. Okay. That's back to blue.
19:00
Speaker 2
All right, so, can you unplug both the, um, main node, and also this child node from the power source, and wait for 20 seconds before you plug it back in? No, no, no. Yes. So, yeah. So, plug it back in after 20 seconds and we will wait for two to 4 minutes. First is the, uh, main node.
19:00
Speaker 1
Okay. And they're both... Blue. This one's not blinking yet. Child noticed. Yep. They're, they're both blinking blue. Okay. Take your time. You have anything else you want to do and then come back or you're okay. Okay. No, I'm fine. You would need like a midnight snack. You are like up in the middle of the night here. Yeah, it's 10 in the morning, 10:30 in the morning.
20:00
Speaker 2
Also, it's 10 30, so you don't have classes today. Is it summer right now there? Let's just wait. Let's just wait it will go back to a solid Y. Uhm, yes. Yes. Yes. Actually, they just started their school, um, this June or last June. Mhm. Yes. Mhm. Mhm. Mhm. Mhm. I see because the summer here in the Philippines is, it will be on March to May. That's the same
21:00
Speaker 1
Yeah, that's right. That's right. Yeah, I forget about that. We had friends who did Christmas in New Zealand and it's warm and that, you know, it's just really it is very different. Yeah. Yep. Nope, nope. Main node is white and the child node is blinking red. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. I started with the one that acts up the most that goes to ready a lot on its own and then it will
23:00
Speaker 2
Yeah. Uh-huh . Oh, yeah. And Jessem, can you tell me what's the light status of the main node? Is it still solid red? Mm-hmm . Linking red. Let's give it about two to three minutes. Mm-hmm. Alright. So now it's solid white. I see. And just to confirm, Um, do you have a Linksys app? [silence] Alright. So kindly open your Linksys app. Let's try to check if how many nodes are connected right now.
23:00
Speaker 1
that's taking a while to. I wonder, you know, I turned off my I'll put my Wi-Fi back on. I turned it off so I could use, um, if that makes a difference. taking a while to boot up, but it's coming. Oh, this one went back to red. If could it be my router? I don't know. crazy. No, no, it went back to white. It went back to white. It was solid red. Yep. They're both. Yep. Okay. Okay.
25:00
Speaker 2
Okay, hold on. Is it a solid red or a blinking red? Okay. I see. It's a child node. Um, that's normal, ma'am, 'cause it will go back.
25:00
Speaker 1
Okay. Here I am. Okay, that's good. I have to log in here to my app. I don't have to look it up. Wait, maybe I've only on this paper. Yep yep, there is. So let's see, I have it down here so I have to look. No, not that one. Okay. Thank you. I hope that's right. Because of
26:00
Speaker 2
To, solid red, then goes back to solid white. it's a normal reaction. um, you can try to log in using the router password. is there an option for you to log in using router password?
26:00
Speaker 1
See. Think so. Nope. I'm not, I know what can parents had. I just have a terrible time remembering winsherchufers are which and they do. Okay, I have a recovery pin, but let's see. Yeah, let's see. Maybe that's at instead of a. Let's see. Yeah, I put him. Yes, and things isn't except except what I. Okay, should I reset my password? It isn't taking what? Maybe I can't. Okay, let me see.
27:00
Speaker 2
Yes. The recovery key should be on the main node, it's on the label. No, ma'am. It's for your router settings password, not for your Wi-Fi password.
27:00
Speaker 1
didn't capitalist this. Maybe that'll make a difference. Try that. Okay. It would help if you put big nerd nerd, er gmail.com, in that bomb. Okay, I'm in. Sorry, I cannot type. So, it says no devices. Yep, it says okay. yep, it says three nodes are not connected. It says internet online, 18, you know, it's not clicked on the nodes. The one is connected. Two of them are. It says um, it's too elusive.
28:00
Speaker 2
I see. So are you on the dashboard right now? So how many nodes are connected right now? Two or three? [silence]
28:00
Speaker 1
two of them two of them are white. but, but on here, yep, it says they both are connected. so, that's good. there's one, there's one that's offline. and that one isn't even plugged in. so, okay. we're good. okay. okay, that sounds good. should I, okay, I've got that one right here. should I just, just plug it in and don't worry about the main node? okay, and hit reset. not yet, 'cause I have to do it, I, I have to run downstairs and do it. should I do that?
29:00
Speaker 2
All right. Yes. All right. So yes, you may relocate this child node pin, and then we will proceed with the next one. Yes, you can untag that one. Yes. Mm-hmm. Right. Did you plug in the other node? All right. Um, this child node, you may relocate this to the area you want to relocate to. May unplug this one and then plug it to-
29:00
Speaker 1
[silence] okay. okay. This one I just okay. this one I'm just going to, I'm going to reset the second one. Oh I don't. Oh I did. Sorry. Okay. Well, I'll run this one downstairs and plug it in and make see if it'll connect. [silence] I'm just going to put it in the kitchen where it doesn't where it didn't go before but I think that I should have started with that one because the one I'm using the cord for is from this other TV room. Let's see. [silence]
30:00
Speaker 2
The area you want to put it in and then grab the other node and then plug it in to the main node. Closer to the main node I mean. You don't need to reset. Though yeah, only the second one though. Mm-hmm.
30:00
Speaker 1
Hello there, it does work. Plugged in, and it's blue. It's blinking blue, so... Okay. It says it's still connected, so... on MY APP, at least. [silence]
31:00
Speaker 2
Yes. It may take about two to four minutes.
31:00
Speaker 1
I remember having to go into our settings on the computer and having to redo all of that. So hopefully this isn't going to be quite as labor-intensive. Mm-hmm. Yeah.
32:00
Speaker 2
the one that we need is the easiest one. we don't need to use any computer or devices. if it will successfully connect. however, if it will not connect, then that's the time we will use some devices.
32:00
Speaker 1
yep yeah yeah I'm still it's still blinking blue so I'm just kind of should I just should I just leave it for a while and go do the other one oh there yay went to white yay that's good we'll just hope it stays that way okay we'll leave that one and hope it yeah I'll just say a little prayer that works and then I'll go get the other one I have back upstairs next to the parent Node so we'll go do that that went pretty well yes I feel like I'm taking up a lot of your time
33:00
Speaker 2
And you relocate the one that we are working on, right? You're ready to relocate that? All right. That yes, we will. We will proceed with the animal. Okay. Sometimes. Alright, so what?
33:00
Speaker 1
web page see there and that's working let's see if I got an email and it opened up a facebook or something and let's see yeah we're back okay oh thank you that's awesome there's they're hanging in there so all right thank you so much okay okay all righty I'm ready yep yep okay
35:00
Speaker 2
Yes. Uh, all right. All right, so, if I there is still a problem with your node, you can contact us back. I can provide you a ticket number just in case so that you will just provide the ticket number and you don't need to repeat yourself. All right. Do you have a pen and paper? All right. So the ticket number, ma'am, is LTS 0 0 0 0 0
35:00
Speaker 1
okay Mm-hmm Okay. And it's L T like in Toy S. LTS. Okay, awesome. Thank you so much. That's one one problem we haven't had to do it other than our our broken computers. So thank you much. All right. Bye bye. Yes, you too. Yep. Bye bye.
36:00
Speaker 2
7, 1, 3. 7, 1. Yes, that is correct. You're very much welcome, ma'am. All right. All right. Have a good one. Bye for now. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
36:00