V2 Rubric Detail — be5089c0-6a71-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:26
Duration
21m 38s
Contact
Gavin Howard
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133785
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN Got Disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall41.6% (-14.4)

V2 Grader Summary

The agent took ownership and performed basic troubleshooting but failed to identify the core issue: MX4200 and MX5500 are incompatible per KB due to different mesh generations. The agent provided materially incorrect technical advice by not recognizing this, leading to an unresolved case despite reasonable call control. Customer effort was increased by repeated information requests.

V1 Case Analysis

Customer has MX4200 child node flashing red and dropping from Velop mesh (4x MX5500). Power-cycled and relocated node; briefly showed solid blue but reverted to red. No firmware, parent/WAN, or proper 5-press pairing checks performed. Advised monitoring and callback if issues persist.

Troubleshooting Steps
  • Collected customer name, email, and serial numbers
  • Verified LED status (flashing red)
  • Guided power-cycle and relocation of child node
  • Checked RSSI (-21 dBm, excellent signal)
  • Suggested monitoring and callback if issues persist
Key Observations
  • Agent omitted essential mesh troubleshooting steps: firmware verification, parent/WAN status check, and proper 5-press pairing procedure for MX series devices
  • Incorrect technical statement made: 'firmware mismatch deals with the location' contradicting KB compatibility rules
  • RSSI (-21 dBm) indicated excellent signal strength, yet advice to move node farther was contradictory and unhelpful
  • Self-help path provided (monitoring, callback) but no concrete resolution achieved
Positive Highlights
  • Collected necessary customer information (name, email, serial numbers)
  • Correctly identified LED status and instructed appropriate power-cycle
  • Acknowledged app unreliability and directed customer to web interface
  • Provided clear self-help monitoring guidance with callback option
Agent Errors / Gaps
  • Skipped firmware version check and verification against mesh compatibility KB guidelines
  • Failed to perform correct 5-press pairing procedure for MX4200/MX5500 nodes
  • Did not verify parent router/WAN status or upstream connectivity
  • Provided contradictory advice to move node farther despite strong RSSI (-21 dBm)
  • Made inaccurate technical statement about firmware/location relationship

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the core issue — the MX4200 node continued to drop (turned red again) and the agent closed with 'monitor and call back,' indicating no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed basic troubleshooting (LED check, relocation, RSSI measurement) but skipped critical steps like verifying firmware compatibility or checking for cross-generation incompatibility between MX5500 and MX4200.
R3 Not Met Correct resolution path conf 95%
Agent failed to identify the likely root cause — MX4200 and MX5500 are incompatible per KB (different mesh generations: Intelligent Mesh v1 vs v2). Recommending relocation or adding another node ignores documented incompatibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing red LED) and collected model numbers, but did not ask about firmware version or consult compatibility matrix — a key diagnostic omission.
T2 Met Appropriate tools / resources used conf 88%
Agent used verbal signal strength (RSSI) check as a diagnostic tool appropriately; no remote tools were available or required for this offline troubleshooting path.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect advice by implying MX4200 and MX5500 are compatible; per KB, they are not — different mesh generations (WHW03/MX/MR series use same gen, but MX4200 is v1, MX5500 is v2).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but had multiple silences, repeated requests for serial/email, and failed to set clear expectations or control transitions effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but did not adapt to customer’s repeated confusion about node compatibility or confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and stayed engaged through troubleshooting attempts.
O2 Partially Met Proactive follow-through conf 85%
Agent advised to 'monitor and call back' but provided no specific timeline, criteria for escalation, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was explicitly warranted in the agent’s view, though a compatibility issue should have triggered escalation or RMA consideration.
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 85%
Agent offered brief empathy ('I see') but did not acknowledge the customer’s repeated resets or frustration with a persistent issue.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace but did not adjust tone or depth in response to customer’s uncertainty about firmware or compatibility.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and email multiple times due to agent’s fragmented data collection, increasing effort unnecessarily.
Call Transcript42 turns · 43 lines
Speaker 1
Hi there, yeah, I've got a couple, well, I've got a mesh network of yours, it's the Velop system. Two, I'm just pulling up the details now. However, one of the, one of the uh, devices is a different model uh, to the existing network. Uh, and buying it through Amazon, it states that it is compatible. However, um, it keeps dropping from the mesh network, consistently dropping. Um, I've done a number of resets, uh, a number of repairings, um, but nothing seems to.
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitor. Please remain on the line for assistance. Hi, thank you for calling links-is technical support. My name is Dylan. How can I help you today. Uh-huh. Mhm. Mhm. I think it was not got tonight. Mhm. [ silence]
00:00
Speaker 1
A tons of problems. Okay. Kunlink. and it's a uh it's a AX so alpha x-ray 4 2 0 0. Yes so the parent nodes are um MX Mike x-ray 5500 so they're the 5 500 uh router and the AX 4200 is is the child node that keeps dropping five five including the parents.
01:00
Speaker 2
okay all right so just to make sure I got it right sir uh you got a mesh network and uh within that network you got one child node with a different model however it keeps on dropping from the network Mm. How can device it has disconnected from the network and how many total nodes do you have right now sir at the moment.
01:00
Speaker 1
Yeah. five. Yeah. But there there are there are four, AX 4,200. um sorry, sorry. There are there is one AX 4,200 and four MX 5500. Yeah.. Yeah, alpha X-Ray 4200.. Oh, it's different. Yeah, okay, cool. [silence]
02:00
Speaker 2
You got five, okay, so, um, just a moment, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh, uh-huh. Uh-huh, uh-huh. So, um, let's see. Oh, okay. Oh, so you're saying uh, you got uh four uh MX5500 and then one MX 4200. Yes, sir. It's actually the same. Uh that's the uh that should be the model number. Yes. Yes. That's for MX5500. Just one. It does have an internet network for it.
02:00
Speaker 1
[silence] underwater sorry that's not me no no. Okay. It's cockkoward G-A-V-I-N H-O-W-A-R-D. Yes.
03:00
Speaker 2
MmX4200. Okay, sir. I was able to pull up a record, a uh record here under Mr. Phil Draper. Um, under Mr. Phil Draper. Is it Draper? Uh, I may know what's the monu. Uh, this is not you. Um, it has the same phone number though, but. Yes, the one that in Canada 86. Okay. All right. Uh, let me create a quick record instead here. It seems like you have the same phone number. Anyway. Um, let's start with your full name, sir. When you confirmed to me here, wasn't the serial number or your personal ID? It's Gavin Howard. Okay. And how about your email address?
03:00
Speaker 1
So it's Daf, G-A-V underscore H 1 2 at hotmail.com. Hotel 1 2 at hotmail.com. Correct, yeah. Of the main, so the parent node. Uh, actually I can it's in the back. Yeah, so one parent, four child. Okay, so
04:00
Speaker 2
gav H12 hotmail.com Right, thank you so much for that one sir. sorry Zero three Zero three. Alright, and then, uh, can you provide me the serial number of your main router? Yeah, the pairing no. 5AW10M29D And you got five total nodes. okay
04:00
Speaker 1
so the parent's nodes for serial number is 5 5 V for victor 10 Mike2 7 Echo 03170.
05:00
Speaker 2
linker. Okay, so game. Currently, how many links device do you have right now? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Uh do they have the same model number and next 200? Okay. Okay. It's 5 5 V 1 0 M 2 7 E 0 3 1 7 0. Mm-hmm. All right. Thank you so much for that answer. Okay. Let me just finish up the record here. Just bear with me. Mm-hmm.
05:00
Speaker 1
correct and yeah and uh yeah red worried on let me let me let me just check if it's let me just check if it's solid or flashing flashing red currently yeah so when I
06:00
Speaker 2
okay, so you got SBM 55. Okay. And uh your internet service provider is GigaClear, I believe. Yes. Uh, right now sir, what's the light indicator showing on your child node? It is a solid red. And what have you done so far after um it disconnected? Okay, sir. It's flashing red. Okay. Thank you.
06:00
Speaker 1
so I did a full, full reset on the, mesh yesterday and worked outwards, in distance from the parent node, and it connected for maybe two, three hours into last night, and then started flashing red. It was still flashing red this morning. I've left it all day. Well, I've not done another reset because I've powered it on and off multiple times previously. So I've done I've done I've done a hard reset and repaired it to the parent node and a soft reset.
07:00
Speaker 2
uh... Oh. Sorry, if I may ask, is it the first time you've called Anchor Support? Mm-hmm. Did you call us before? Like recently? I mean, saying, I'm sorry, sir. Um, but by means of saying reset sir, did you mean you did a hard reset or just a soft reset? Like you just unplugged from? Mm-hmm. Mm-hmm.
07:00
Speaker 1
Do you mean via power off, power on? No. I bought it from Amazon as an additional extension. Yeah, sure. It is five zero M for Mike, 1, 0, Mike? 5, Bravo, Bravo.
08:00
Speaker 2
okay I see is this MX 4200 uh that you also came from your internet service provider well sir this is your appointment bichon is that wanted to add a child right we highly recommend you use the quick website or the web interface because the app is not anymore was reliable yes the app is not reliable yes so that's what we recommend so the app is actually forced you we okay sir uh do you mind providing me the serial number of uh the MX 4200 I already connected back here in your child mode. I'm going to create a records for you because by chance we call that not a vehicle longer have any record for you on you so may I have your first name and last name please
08:00
Speaker 1
zero two seven two eight
09:00
Speaker 2
okay let me just repeated it's five 0 m for my 10 m for my 0 2 7 2 8. right thank you so much www www all right, sir. um, ok. have you tried moving the child no nearer the parent node and see if it will just get it will be connected. uh what? email address I see so you didn't moved that. ok. can we try moving it near the parent node, sir? [silence]
09:00
Speaker 1
we'll have to power it down, move it, and then reapply power to do that. Is that okay? Yeah. Okay. Yeah, I'll do that. Yep. Okay. Okay, is now powering the device.
10:00
Speaker 2
I'm going to create a record reading the system. Yes, sir. You need to unplug it from the power source, and then plug it back in to the power next to the parent node. Well, sir, just to inform you, if you're going to use the Lyncs app, the email and password is does not support anymore, or the remote access is not supported anymore. You can only log in using the browser password. Oh, okay. Again, sir, as I mentioned earlier, the app is no longer reliable. So [silence]
10:00
Speaker 1
Okay, so flashing blue. Yeah, yeah. Yeah.
11:00
Speaker 2
If you wanted to log into the Linus app or Linus web pages, you can only use router password to log in. There is no more mmhm access such as logging in using email. Okay, sir, just give it some time. Let's wait until it turned uh oh let's wait until it gives us a solid light. Depending on the light that will show up, that's how we're going to base our travel you in.
11:00
Speaker 1
Okay. solid blue. Hello? Hello? Oh, hello. Yeah, I can hear you now. Um, so it's, it's now solid blue. Yeah.
12:00
Speaker 2
hello hello can you hear me hello? okay sir so it's a solid blue light. it seems like the issue is the distance or the placement of the node, sir. so what I can suggest is try to relocate it somewhere nearer the parent node and it's placed on an open
12:00
Speaker 1
So, um, so I've I I I I've previously had it um, immediately outside of this room um, so maybe maybe 3 meters 3 meters outside of the door. Um, and it was still the same problem. I I've tried it in various locations and it still keeps disconnecting. Um, I have a I have I have the MX 5500 uh in a much further distance um, which has a lower signal strength to the parent node uh but remains connected.
13:00
Speaker 2
area without any things that would interrupt the signal between the parent and the child node or to where it is connecting to. So, um, you are just going to press button five times, you are not going to hold it for three seconds or just press five times uh Mhm. Mhm. Yes, that's just, like, press, release, press, release. I see. I see. Mhm.
13:00
Speaker 1
When it's in in its in its, normal location, uh, there are no nodes within, uh, probably three meters maximum. So approximately approximately three meters to the nearest node. But all but the, the, the, the MX, um, the MX 55s are spaced further apart, uh, and they they all mesh uh, okay, um, even though they are at a further distance.
14:00
Speaker 2
Sir, so how many nodes is there actually near on this child notes are on this problematic one? Okay. All right. So, what you have done so far, sir, is we have used this is the way to add three meters. So it's not a okay. I see. So the next node you mean?
14:00
Speaker 1
Yes. Yes. yeah. yeah. yeah. yeah. yeah. so so it's currently uh, negative 21 next to the base station next to the parent node. Mhm. Yes. Yes. Yes. Yes. Okay.
15:00
Speaker 2
Sir, how about this? Do you have an access to the Langsys app? Okay. Can we try to check the RSSI or the signal strength of this child node? Okay.Yeah. That's a good - that's an excellent signal. I believe you know what's - uh the excellent signal, right? It's from zero to negative 65. Okay. How about this? Let's try moving it, um fur - fur - further but slowly. I mean, um at least uh a meter after or a meter from where it is from now, and then check uh check the RSSI every time [silence]
15:00
Speaker 1
I've got to unplug it and uh move again. Yeah. Okay. I'll do that now.okay i have to move about three meters to the nearest plug [silence]
16:00
Speaker 2
move it again? yes sir. advise to move it. How is it right now, sir? What's the light in the camera? Okay. Let's wait for both the parent and the child known as Dier Stone. So just inform me, sir, okay?
16:00
Speaker 1
All right Just waiting for it to re-establish the signal strength. It says now Oh no, it's just gone red. And now blue again. So just just wait for it to Yeah, for it to report that
18:00
Speaker 2
mhm mhm mhm wait for at least 30 seconds firstly mhm mhm mhm mhm so it's and solid white you can now open the services app and then if you want to change the note name that try to change search before we relocate your children to the original
18:00
Speaker 1
okay, so negative 44. and and that is the location um where it keeps dropping signal. disconnecting. um No, it's um it is a hallway. Uh, yeah. corrupt. Yeah, that's right. Yeah. I I would sorry. I was I was thinking because I've tried different locations, I was wondering if it was something to do with a mismatch in the firmware.
19:00
Speaker 2
94. OK. that's still an excellent signal. Oh, OK. How about the surroundings, sir? Is there any nearby electronic appliances? It is a hallway. I see. And you mentioned that it's the only node located in that area, right? I see. You might want to consider -- I'm sorry. I'm sorry. You're right. resetting their routers is fast.
19:00
Speaker 1
[silence] [MUSIC]
20:00
Speaker 2
Actually, it's not really – it actually doesn't really matter. As long as your your firmware is updated, it is somehow related to, um, the model, but it, it's actually working fine. So, it somehow, deals with the location, I believe. So, you might want to, you know consider there, adding a child mode between it or an extra node nearby for it to have a better connectivity, since you mentioned that it's the only one node there. But for now, sir, what I can suggest is to continue to monitor the the child node since it's uh giving us um a good connectivity for now.
20:00
Speaker 1
okay. Okay. I'll stop. Yeah. Okay then. Thank you very much for your help. I appreciate it. Okay. Take care, bye-bye. You too.
21:00
Speaker 2
for now uh you can uh hit us or give us a call back in case that the issues still i mean if the issue occur so that we can proceed further with the troubleshooting cause i can't um you know I can't uh proceed further and compromise your whole connectivity so for now let's continue to observe it all right sir and thank you so much as well for calling us all right have a great day sir bye for now
21:00