V2 Rubric Detail — ad0039e2-7fcd-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 21:47
Duration
17m 58s
Contact
208-932-5624
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137169
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Node not turning on

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall86.2% (-1.8)

V2 Grader Summary

The agent correctly diagnosed a defective power adapter for an LN1600 node using systematic troubleshooting and adapter swapping, confirming the node functions with a working adapter. However, resolution was partial as the customer was directed to Amazon for replacement rather than receiving a direct fix, which was appropriate for a new purchase but left the immediate issue unresolved. Communication had minor clarity issues (e.g., confusing LED description) but was otherwise effective, and the agent maintained ownership without escalation.

V1 Case Analysis

Third LN1600 node not powering on; confirmed faulty power adapter by swapping with working node. Advised customer to return via Amazon or use compatible adapter. Ticket created for follow-up.

Troubleshooting Steps
  • Verified power adapter input/output specifications (100–240V, 5V/9V, 3A)
  • Guided customer to swap power adapter from a working node to the non-working node
  • Confirmed LED activation on previously dead node after adapter swap
Key Observations
  • Agent correctly identified the power adapter as the root cause through logical troubleshooting.
  • Agent provided accurate policy information about unit replacement and gave clear next-step guidance.
  • Initial delay in identifying the correct model number due to customer's eyesight, but agent remained patient.
  • Agent created a support ticket for future reference and escalation path.
Positive Highlights
  • Clear, step-by-step troubleshooting of the power issue, including verification of adapter specs.
  • Polite and patient tone throughout the call, especially during model number identification delays.
  • Created a support ticket and gave the customer a concrete next-step path, including both Amazon return and temporary adapter use.
  • Correctly advised using a compatible third-party adapter as a temporary workaround, which aligns with KB guidance on hardware faults.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the node works with a working adapter but did not provide a replacement adapter or node; customer directed to Amazon for return with no immediate resolution.
R2 Met Diagnostic thoroughness conf 97%
Agent systematically verified model/serial numbers, checked adapter specs, and performed an adapter swap test to isolate the fault to the power adapter.
R3 Met Correct resolution path conf 93%
Agent correctly assessed the issue as a defective component in a new product, advised contacting Amazon (standard for recent purchases), and created a ticket for follow-up — appropriate path for warranty-era product.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (no power), gathered device details, verified power supply specs, and used a controlled test (adapter swap) to confirm root cause.
T2 Met Appropriate tools / resources used conf 95%
No remote tools were required; agent used correct KB-backed process (adapter verification, swap test) appropriate for hardware fault diagnosis.
T3 Met No misinformation conf 92%
Agent's technical guidance on adapter swap and verification of input/output voltage was correct. The mention of '30.0' was a transcription artifact of '3.0A', consistent with LN1600 specifications.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced herself as Sarah, set clear expectations, placed the customer on hold with a stated purpose ('ask my senior technician'), and maintained control throughout the interaction.
C2 Partially Met Confirmed understanding conf 87%
Agent used confusing phrasing ('only green and white' LED behavior) inconsistent with LN1600 documentation, though overall adapted to customer's pace and comprehension needs.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case from start to finish, created a support ticket, did not transfer the call, and provided a clear next step (contact Amazon with ticket reference).
O2 Partially Met Proactive follow-through conf 88%
Agent provided next steps (contact Amazon, use another adapter, ticket created) but did not specify a timeline for support follow-up or replacement process.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history or handoff was required or referenced.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was needed — agent correctly handled the issue at L1 by diagnosing the fault and directing the customer to the appropriate return process (Amazon) with a support ticket for backup.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted based on the interaction.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent thanked the customer for waiting, used polite language, acknowledged the customer's effort ('Perfect. Okay. Sounds good. Thank you'), and expressed willingness to help.
X2 Met Tone & rapport conf 91%
Agent matched the customer's pace, allowed time for tasks (e.g., moving devices, taking pictures), and confirmed understanding throughout the call ('Can you try to use the power adapter of the working node?').
X3 Partially Met Overall experience conf 86%
Customer had to physically move devices and take pictures due to small print on the adapter, but the agent could not avoid this given the nature of verifying hardware specifications.
Call Transcript28 turns · 29 lines
Speaker 1
Okay. [silence] Yes, I just got a new system. I've tried setting it up. It has the mesh. It's the um Velop Micro 7 set. [silence] And one of the child nodes is [silence] It's not turning on. See. Where can I find that? There's a spot on the box. I can find that model number on the sticker, on the bottom of the box. Oh, it's under the device. Okay. There's a several numbers here. Do you want the name? Oh, there's the model number. Okay.
00:00
Speaker 2
What's the model number? It's underneath. Yes, it's, um, I'm sorry, underneath the Lynx system device. Okay. 44-7. Just a serial number?
01:00
Speaker 1
So it, so it's something else. [silence] Where's the serial number? So I have a model number, name, password, recovery key, is it the SN? SN, okay. So my eyesight is bad. Let me get some reading glasses really quick. They're in my office.
02:00
Speaker 2
What's the model number? LN1800? Okay. And what's the serial number? We don't have LN800. Probably it's LN1400 or LN1100. Or you could tell me the serial number. I can check that one here. It's still on the sticker underneath. Yes, correct. SN. Oh. Sorry. No problem. [silence]
02:00
Speaker 1
Maybe that's why I was having problems reading that model number for you. Those ones? Okay. That number is six five G. one zero M. as in Mary. 2 1 G. zero zero two eight one. Oh, it's L-N 1600. That was my problem.
03:00
Speaker 2
Okay, thank you. One second, let me check this one. Okay, one second. [Silence]
03:00
Speaker 1
It's a three pack. So, I just got it today. Um, I just plugged in the router. I have the second child node set up and going. It's the third one that won't turn on. It says there's supposed to be a light. Yeah, nothing. Yeah, there's not even a white light.
04:00
Speaker 2
Okay, great talk,my name is Sarah, and I'm the product specialist and I can assist you. So you've got a new adapter but you're having problems with it? You didn't just start with buying just one pack? All right. You only just bought this oneor you had some problems with it. You're just having some problem because um, no lights at all. Yeah, there's just white lights in the green and blue light. um, you can try waiting for 20 seconds to 30 seconds until it's only green and white and um oh okay but you can also try to do a manual check you can go ahead and press that first gray button and a next that second gray button. on the adapter and what's the power adapter specs
04:00
Speaker 1
So the number on the adapter. Okay, let me unplug it and I've tried it in several different plugs to make sure it wasn't the plug that's having problems. Let's see if I can unplug it. Apparently I've plugged it in too well. Let me see. Do you want the serial number or the P and? So there's PN and SN. The input and output. So I have a PN and an SN. [ silence ]
05:00
Speaker 2
Adjust the input and output, yes, of the power adapter, it's on the adapter itself.
05:00
Speaker 1
Okay number. What I'm not seeing any input or output. Is it on the bottom? Let me see. Oh, there it is. I'm going to have to take a picture of it. It's teeny-weeny, so I apologize. This can take me just a second to get that. Okay. So the input it says 100 to 240 volts and then 50 to 60 Hz 1.0 A. A.
06:00
Speaker 2
there is no 9 volts or 3 amps, something like that on the adapter itself. You can unplug it from the outlet for the meantime, for you to check it. the adapter. you can see it. okay. 1 PO how about the voltage?
06:00
Speaker 1
Yeah, the output is 5.0 voltage or V and then 9.0V underneath that. Correct. Mm-hm. Yep. It's 3.0. Slapping with one of the other ones.
07:00
Speaker 2
uh should be input and output there. okay. and uh the input is 100 volts to 240 volts, right? uh and then the output just verify, you can see there uh 5.0 volts and then 9.0 volts. Can you see the? the okay. 30.0. yeah. And did you swap the power adapter? Uh you already tried it. did you already try it prior calling? uh just trying the other power plug.
07:00
Speaker 1
[silence] I haven't tried that. Okay, let me try that. Okay. [silence] I gotta move things around so I can get to the plug. Okay. [silence] This is the plug that was not working. [silence] It's not even showing anything on the one that was just working. [silence] That was on. [silence] Yes, correct.
08:00
Speaker 2
yes the one that is working the child node okay um hum okay you tried the power adapter of the one not turning on to the child node that uh is working am I right
08:00
Speaker 1
correct correct okay so my email address is d or dash a W n is dash dash Nancy Y E L R sorry. I'm giving you my work email Dawnielle go D A W N Y E L dot r u s h at outlook.com, [silence]
09:00
Speaker 2
node now it's not turning on as well hmm probably it's really because of the power adapter since the other nodes nowhere it's not turning on anymore okay and you bought this one from where okay and it just arrived today it only arrived today okay can I have your email address let me just create a ticket here for you
09:00
Speaker 1
For Dorion A. They rush. Yeah. My internet service provider is quicklink. Or quick.net? Quick.net. Sorry. Okay, thank you. What's wrong? Everything else works, just not this.
10:00
Speaker 2
outlook.com so that's going to be Don Yale.Rush @outlook.com what's your first and last name? okay like in the email and who's your internet service provider quicklink okay thank you Pete.net the standard line not done um I just I will just going to ask my senior technician about this one and what will be the process since it's only the power adapter that got defective just and the line just gave me two minutes max. I'll be right back, okay? thank you.
10:00
Speaker 1
Just a minute. You can wait. Patience. You aren't gonna know the one? Maybe. Maybe. We'll see. That's pretty good. He's getting parts, doesn't he? Yeah, that one's working.
11:00
Speaker 2
[silence] hi daniel thank you so much for staying on the line can you hear me fine okay perfect uh we haven't tried by the way using the power adapter of the working node to
14:00
Speaker 1
Oh, to see if it's the whole thing. Gotcha. Okay. Yeah. Let me try that. And of course I left it in the other room, so I have to go back. Not a problem, though. Okay. Pull all the pieces apart.
15:00
Speaker 2
plug in to the third node that is not working, can you try to use the power adapter of the working node to the defective node. We'll see if it's the whole unit or just the power adapter. Yeah, to make sure. Okay. [silence]
15:00
Speaker 1
The light came on as soon as I plugged it in. [silence] that's what it sounds like. [silence] Okay, so can I just get a different adaptor? It seems like it's just the adaptor and then it would work. [silence] Okay.
16:00
Speaker 2
okay. indeed, it's just the power adapter. uh now, donnell, on our end, we don't replace only the power adapter. we replace the whole unit. Uh for now, seems amazon just delivered the product, try to uh contact them and let them know that you already called Lynxys and it was the power adapter that is having a problem. It's still within their return policy. Now, just in case they refuse, I created a ticket here for you so you can call us back and let us know that uh Amazon refused to replace the product, okay? Yeah, sure. exactly. That's also the second recommendation of my senior technician. You can use another adapter for now. You can have a unified adapter. For now, I can only assist you until you can find an adapter from other store.
16:00
Speaker 1
Okay. Perfect. Okay. so, I was gonna say, that might be easier than trying to do a return through Amazon because they are terrible to work with. So, Right? Exactly. Okay. Sounds good. No, that's it. All right. Perfect. Sounds great. Okay. Sounds good. Thank you. You too. Bye.
17:00
Speaker 2
adapter as long as it's uh uh same specs with the current adapter of your links is that possible all right hmm when it comes to replacement yeah okay Uh you don't have any other concern aside from that. I'll just leave a note here just in case there's a problem in the future. Uh at least we have something here to pool up if ever it's not me anymore who can help you, okay? Just provide your number all right okay thank you for telling me again Daniel. Have a good one. Bye bye bye bye
17:00