V2 Rubric Detail — bcf9e972-770a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:12
Duration
14m 24s
Contact
Brennin Hardy
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135828
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login to the app
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.7% (+33.7)

V2 Grader Summary

The agent maintained ownership and provided technically accurate guidance on login and password reset, but failed to resolve the core mesh node connectivity issue. Troubleshooting was incomplete, lacking verification of child node status or pairing, resulting in a partial resolution. No critical failures were present, and escalation was not warranted.

V1 Case Analysis

Customer reports Linksys app stuck in setup loop and not detecting child nodes after reset. Agent provided incorrect advice, contradicted warranty and pricing information, and failed to resolve the issue. No valid troubleshooting steps performed.

Troubleshooting Steps
  • Confirmed main node LED was solid blue
  • Instructed customer to close and reopen the Linksys app
  • Guided logout and login using router password from sticker
  • Explained password complexity requirements (incorrectly)
  • Provided method to identify child nodes via serial numbers
Key Observations
  • Agent referred to a non-existent 'lynX app' and incorrectly claimed it replaced the Linksys app, which is a serious accuracy failure.
  • Agent provided contradictory information: first implied the unit was out of warranty, then stated it was covered, then mentioned a $15 charge.
  • No model number was collected, and serial number was only partially captured and not used for troubleshooting.
  • Agent did not perform or recommend any standard mesh reset or re-pairing procedure (e.g., factory reset, 5-press, power-cycle).
  • Agent gave incorrect password requirements (e.g., 'no same letter number on the same row') not found in any KB documentation.
  • Call ended without a clear next step or escalation path, leaving the customer with an unresolved issue.
Positive Highlights
  • Agent confirmed the main node LED was solid blue, a relevant diagnostic step.
  • Agent attempted to guide the customer through app login and logout procedures.
  • Agent asked for customer contact information (name, email), showing an effort to document the case.
Agent Errors / Gaps
  • Referred to a non-existent 'lynX app' and incorrectly stated it should be used instead of the Linksys app.
  • Provided materially incorrect technical advice about app functionality and password requirements.
  • Gave contradictory and confusing information about warranty status and service charges.
  • Failed to collect the product model number, a critical protocol failure.
  • Did not follow standard troubleshooting flow for mesh setup issues (no power-cycle, reset, or re-pairing steps).
  • Did not establish a valid resolution path or next step for the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call still uncertain if child nodes were properly connected; agent did not confirm node status, connectivity, or coverage restoration.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided login and password reset but skipped core mesh troubleshooting: no check of child node LED states, no reset/pairing steps, no verification of node backhaul or placement.
R3 Met Correct resolution path conf 96%
Agent correctly identified OOW status but still provided free support and actionable steps (login, password reset, serial number use), aligning with best-effort OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process for the mesh issue. Despite the customer explicitly stating child nodes were not providing Wi-Fi and the app was looping, the agent focused on password requirements and serial numbers rather than probing child node LED status or pairing state as required by velop_wifi_connectivity.md and velop_child_node_setup.md.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used the Linksys app and local login via router password — correct tools for mesh management; no unnecessary or missing tool use given the context.
T3 Met No misinformation conf 97%
Password requirements (10+ chars, capital, special, no repeats) and serial number identification method are accurate per current KBs.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gave some direction (e.g., 'close the app'), but lacked initial framing, had unexplained silences, and no clear agenda or time management.
C2 Partially Met Confirmed understanding conf 87%
Instructions were step-by-step but used ambiguous phrasing ('five digit code') and technical terms without confirmation of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and attempted resolution despite OOW status.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested actions but set no timeline or verification step (e.g., 'check app in 5 mins'); customer was left to self-verify without confirmation protocol.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not acknowledge customer frustration with repeated setup loops or express empathy for the time invested.
X2 Partially Met Tone & rapport conf 85%
Agent maintained tone but did not adapt to customer’s repeated 'okay' hesitations or simplify language during confusion.
X3 Partially Met Overall experience conf 88%
Customer had to manually re-enter password and retry login steps; agent could have streamlined by guiding direct local access or pre-validating requirements.
Call Transcript22 turns · 24 lines
Speaker 1
[silence]
01:00
Speaker 2
Support option may be available depending on the issue. Thank you for calling this, this may help. Any help you May, like the month of May.
01:00
Speaker 1
signal that was actually outputting, and all my devices were only still coming from the main node, which was in the living room, so still an issue. So I just tried to reset it back up, went through the complete setup, and then when I got to the end and the app, it just kept looping me back through saying, "Do you want a complete setup?" "Do you want a complete setup?" "Do you want a complete setup?" And I kept clicking "Yes, complete," and then it would almost get back to the normal Linksys page where it would show, you know, your devices, your nodes, etc. But then it would just keep looping again. So I restarted the app, and then now it doesn't detect anything in the app, nor do I know if it's connected, looks like. At least my phone's connected to Wi-Fi, seems to be working okay, but I need to confirm if these child nodes are set up right because we weren't getting Wi-Fi to these. [silence] The devices that are further away in the house. [silence] [silence] [silence] [silence] [silence] [silence] Yeah, it's solid like teal, green. [silence] It should have been yes. I clicked, uh, yeah, use the existing Wi-Fi, uh, settings. [silence] Yeah, Wi-Fi see to thank you. I know that all these devices are going to be a Wi-Fi box. [silence] Thank you. [silence] [silence]
02:00
Speaker 2
[silence] Okay, got it. Now, regarding the lynX app, no need to use that one when it comes to setup since we remove the cloud access to our router. Uh the cloud, the lynX app will only work if you can log into it locally. Now, uh regarding the setup that you did, what's the light indicator now of the main node? Is it now solid blue? Yes. Okay. And your uh device which you'd app, downloaded, it's already connected to your new Wi-Fi, am I right? Okay. Now, Good. Just first close your app and
03:00
Speaker 1
You haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want me to do? And then it says add an existing router mesh Wi-Fi system and then set up a new router mesh Wi-Fi system. And I clicked add the existing one cuz I just set it up um this morning again and then it prompted me to call. So, Okay. [silence]
04:00
Speaker 2
Okay. No need to add or no need to set up. You just need to log in. Can you try to first close the app one more time and reopen? There should be an option to manage or to set up.
04:00
Speaker 1
[KEEP_UNCERTAIN] uh, okay, okay, okay, coverage, keep, okay, okay, stay here, all right, okay, coverage, all right [silence] uh, um, there is also a button at the end to log out, would that be better if I logged out, ba-, back in, okay, let's try that one, [silence] uh-huh, it says manage settings at home or away from home. So, I could pro-, mayne, enter my email and password from this. Okay, uh, coverage, keep, okay, okay, stay here, all right, okay,
05:00
Speaker 2
try to check if okay there tap logout lag out and then tap manage wi-fi there tap that one no need just tap the option below to login using router password and that's on the sticker underneath five digit code and create anew
05:00
Speaker 1
Account holder will be notified if this router password is changed. Okay, so that is me. I don't really want to enter a new password but let me just pull the same password I have from before. My notebooks password s. Okay. Copy paste. So it's exactly the same. [silence] Okay. Copy paste. Password can't have same character twice in a row. These are new password requirements. I wonder if there was an update that was kind of making it. Yeah. yes. Let me try this again. Okay. I've had that password on there for a long time. It's been pretty secure , but these are new requirements, so I wonder if that's why all of a sudden there was an update to the system and then it kind of was getting tripped up by that. Okay.
06:00
Speaker 2
It's like this. 10 characters or more. There must be a capital letter, a special character, and a number. Those are the requirements and there should be no the same letter number on the same row.
08:00
Speaker 1
probably why I wasn't able to use the existing um the existing um Wi-Fi settings if that password requirement changed. Okay. Um looks like some of the child nodes are working now. Um let's see this one. Uh I seem to be logged into the app. Um do you know how I am able to um determine which child node is which? Like which one is the one that's further? Oh, okay. Let's see.
09:00
Speaker 2
through their serial numbers, the last five digits of serial numbers. And I need the serial number by them.
09:00
Speaker 1
um, for the name, okay, um, I am at the other one. Let me go to the original one. It's a mess to you. Um, let me just make sure it matches what's in the app here. 20J 2021, take the bag. Find the unique. Uh, exact. Uh, yeah. Okay. Okay. Yeah. 20 J 20, M38, A388, 080. A for alpha, 3 through 080. Okay. Yes.
10:00
Speaker 2
of the main node. Yeah, under network administration, 20j. 24 of... Is it after the 38? Is A for alpha and then 38-080?
10:00
Speaker 1
ending at 743.
11:00
Speaker 2
Okay. What's your email address? Mm-hmm. [silence]
11:00
Speaker 1
So, let's at alumn, I dot, BA, why, LOR dot. D your, yes. Um, cocks. You know, I've had this since, um, 20, uh, maybe 2020 or 2021. I can't remember. 2021. Okay.
12:00
Speaker 2
Okay, your first name is uh yeah, your first is Brennan and your last name is Hardy and who's your and your internet, service provider? Okay, you bought this unit was it uh this year only? Okay, our system show your uh it was shipped year 2021, I mean year.
12:00
Speaker 1
Yes. Perfect. Thank you so much. Um, what would be the normal charge for assistance? Since it's out of warranty, I think, Thank you. Okay.
13:00
Speaker 2
End of year 2020, which we're giving three years warranty to it. That only means it's already been within the warranty period. Surely, we ask charge for the technical assistance, but right now, Renan, I'll just to support you for free. Uh, that's the only concern you have about the Sys App? Okay. Regarding the child nodes, you can name it each by checking the last five digits serial number uh on your child notes, okay? Uh you're welcome. Do you have any other question? Sorry, that's it only. [silence] It's gonna be $15. Uh $15. But but that will only last for an hour and it's just one time. But, uh no worries. There will be [silence]
13:00
Speaker 1
Okay, thank you so much. Awesome. You too, you have a good day, May. Bye bye.
14:00
Speaker 2
For um further um changes um, you can still try to call us in the future. You're welcome. You take care, Brandon. Bye for now. Thank you. Bye bye. Bye bye.
14:00