V2 Rubric Detail — c1b2c978-7955-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:14
Duration
49m 47s
Contact
Chris Chiquoine
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00135947
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.8% (+20.8)

V2 Grader Summary

The customer’s mesh network issue was successfully resolved through systematic troubleshooting: agent identified faulty parent node, guided replacement via 5-press pairing and child node re-pairing, and confirmed restoration with two green check marks. While technical accuracy and ownership were strong, communication and customer experience suffered from insufficient empathy, unclear explanations, and redundant steps, preventing full excellence in soft skills.

V1 Case Analysis

Customer reports MK5500 parent node solid red, no internet. Agent gave wrong IP (192.1.8.1), failed to verify upstream connectivity, and provided conflicting reset instructions. No model/serial collected. Issue unresolved.

Troubleshooting Steps
  • Verified physical Ethernet connections to Xfinity modem.
  • Guided customer through reset of parent node (hold reset, then later 5-press method).
  • Switched WAN connection between modem ports.
  • Performed full power-cycle of modem and router.
  • Attempted to log into router UI using incorrect IP (192.1.8.1).
  • Guided password-reset using recovery key.
  • Attempted to promote a child node to parent.
Key Observations
  • Agent provided incorrect router login URL (192.1.8.1) at [00:19], which is factually wrong per KB (universal_password_login.md).
  • Agent contradicted own troubleshooting path: first guided a long-press reset ([00:08]), then later instructed a 5-press method ([00:11]) on the same node. The 5-press method is for pairing, not factory reset (universal_factory_reset.md).
  • No verification of upstream internet connectivity via direct modem-to-computer test was performed, violating velop_wifi_connectivity.md Step 2.
  • Agent failed to collect essential product details (model, serial, warranty) despite multiple opportunities, violating protocol.
  • Call ended without confirming if internet connectivity was restored or providing a clear next step.
Positive Highlights
  • Agent attempted to guide the customer through password recovery using the recovery key at [00:21].
Agent Errors / Gaps
  • Provided incorrect router login URL (192.1.8.1 instead of 192.168.1.1) — violates ACCURACY per universal_password_login.md
  • Contradicted own troubleshooting path by instructing both long-press reset and 5-press method on the same node — violates EFFICIENCY and PROTOCOL
  • Failed to verify upstream internet connectivity by testing directly at the modem — violates troubleshooting protocol per velop_wifi_connectivity.md Step 2
  • Did not collect product model, serial number, or warranty status — violates PROTOCOL
  • Promoted a child node to parent without confirming internet connectivity — premature escalation without diagnosis
  • Gave confusing and looping instructions (reset, port changes, 5-press) without validating outcomes — violates EFFICIENCY
  • Ended call without confirming resolution or providing a clear next step — violates RESOLUTION and COMMUNICATION

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed solid purple LED on parent node, two green check marks in diagnostics, and successful reconnection of child nodes, indicating restored mesh network functionality.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted logically sequenced troubleshooting: cable checks, port verification, power cycles, node reset, 5-press pairing, and child node re-pairing, advancing resolution before relying on self-help.
R3 Met Correct resolution path conf 90%
Agent correctly identified in-warranty hardware symptoms (red LED, no internet) and pursued best-effort troubleshooting including node swapping and re-pairing rather than dismissing based on warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (no internet, red LED), asked relevant diagnostic questions (cable connections, port usage, LED status, IP address), and determined root cause as faulty parent node requiring replacement.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used available tools: guided customer to access router UI (192.168.1.1), check IP/gateway, observe LED status, and perform 5-press pairing — all necessary and correctly interpreted for mesh node diagnosis.
T3 Met No misinformation conf 90%
All technical guidance was accurate: correct 5-press pairing procedure, proper factory reset (hold until off, then solid blue), accurate port usage explanation, and valid bridge mode inference from public IP. No KB contradictions observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control and guided steps but frequently lost track, repeated instructions (e.g., IP verification), and had weak transitions between phases (e.g., modem vs. node focus).
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (IP address, gateway, LED colors) without simplifying or confirming understanding; customer expressed confusion during steps and had to repeat actions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, remained on call, performed all troubleshooting, and did not transfer or abandon despite complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested next steps (reset nodes, change ports) but did not set concrete timelines, success criteria, or schedule follow-up; no callback or confirmation plan was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history or handoff context existed to reference or provide.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 through troubleshooting and node re-pairing.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained patient and professional but did not explicitly acknowledge customer’s frustration or repeated effort; empathy was generic or absent despite clear signs of strain.
X2 Partially Met Tone & rapport conf 75%
Agent maintained consistent technical pace but did not adjust for customer’s confusion, audio issues, or need for simplification; continued lengthy instructions without checking comprehension.
X3 Partially Met Overall experience conf 80%
Customer repeated multiple steps (Windows navigation, cable swaps, resets) due to lack of agent-side efficiency; agent did not use prior information to reduce redundant actions.
Call Transcript84 turns · 88 lines
Speaker 1
This is, uh, specialist calling. This call is recorded for quality assurance. Please hold as we connect you to a specialist, specialist. Uh, hi, Chris. Yeah, uh, can you hear me? Sir? Oh, I can hear you now. Um, I don't know what happened, but I check the the phone. If it's my problem, but anyway, um, going back, I'm calling, uh, about the, uh, MK5500. Is this the best time for us to work with the device? All right. Now, uh, we're going to check a couple of things before we perform a troubleshooting, okay? I guess you're in front of the parent node right now, sir. Okay. Now, um, the, uh, you have three nodes. The other two, which is going to be the child node, are in the same location of the parent node. Uh, okay.
00:00
Speaker 2
Hi. Yes, I can. Can you hear me? [silence] There are. [silence] They're in different rooms and then
00:00
Speaker 1
Different rooms and plog. Okay. Now, uh, at the bottom of the parent nodes, sir. Just want to check the cable there, okay? Is it, um, securely plugged in? Okay. And if you trace the other end of that cable, sir, obviously it's going to go to the spectrum modem, right? Exfiniedi, okay. Okay. The exfiniedi modem, um, how many uh, ethernet ports does it have? Four, okay. Are all of them occupied right now or just one of them? Okay, there you go. Now, uh, where is the, uh, computer wired right now, uh, to the, to the modem? Is it on.
01:00
Speaker 2
plugged yeah yeah yeah plug to it's an Xfinity modem you may be expecting this yeah yes four no there's one that goes to the router and then there's one that goes to my computer [silence]
01:00
Speaker 1
on port number one, port number two, number four, so obviously the parent note is on port number one of the router, okay. Now, alright, now we're going to go to the computer, I just need to check a couple of things there. This will help us later, okay? The computer that is wired to port number four, is that a Windows 10, 11 or a Mac computer? 11. Okay, let's go to that computer, I need to know the IP address of that computer, sir. I mean the modem, sorry. An IP address coming from your Xfinity modem.
02:00
Speaker 2
It is on port number four. Yes. You're breaking up a little bit. It's for Windows 11. You need to know which? Oh.
02:00
Speaker 1
Okay, uh, can we click on the windows logo first. And then go to settings. and then go to um, Network and Internet. And then go to um, ethernet. And then from the top. There's a search field right there, right? A search field. Okay. Okay. And then on the top. There's a search field. The search field, uh, [silence]
03:00
Speaker 2
um oh the the the IP address of the ex vitality modem okay uh and how do I find that? um ya yeah yeah yeah again you broke you broke up a little bit I'm on the Ethernet window [silence] uh
03:00
Speaker 1
Okay. I'd like you to type there control panel. Okay, and then do you have there network and internet or network and sharing center? Which one do you have? Okay. Okay, click on network and internet. And then you have there network and sharing center. Okay, click that one too. Once you're done, on the upper left, okay? You have there change adapter settings.
04:00
Speaker 2
oh yeah yeah yeah yeah. okay. we've got the control panel open. net. it. i have network and Internet and underneath view network status and tasks. yeah. yes. yes.
04:00
Speaker 1
Okay. Now, you have the Ethernet as an icon, right? Okay. I'd like you, just hover your mouse over it and then do a right click. and then left click on Status. Status. and then click on details button. Details. It's a details button. Okay. And can I have the IPv4 address?
05:00
Speaker 2
uh change adapter settings. Yeah. right. clicking on which. okay. Yes. Yes. Yes. Yeah Yeah. For the default gateway, oh no, our subnet. So there, there's the IPV4 default gateway, which is 75. 75.69.32.1. yes. Yes. 75.69.32.198. Yes. Right. You want that. [silence]
05:00
Speaker 1
Hold on. I think I have it. I just want to verify this from you. Is it 10-98-191F for Frank, d for David for, and then zero F for Frank. Is that the one? OK. All right. OK. All right, now, um the parent node right now is on port, uh port number four. Am I correct, sir? Port number four of the modem, right? OK. And the parent node, OK, is on port number one. On the uh port number one, sir, [silence]
07:00
Speaker 2
Correct. The computer, the cable to my computer is plugged in to port number four, yes. [silence] The, the computer, the cable from my computer is plugged in, is plugged into port number four.
07:00
Speaker 1
Or number one. Uh, what is the color of the LED status of the parent node right now, sir. Is it blue? Is it red. Red. OK. We're going to reset the parent node. All right. Now, um, uh, let me give you first the instruction on how to reset that, okay? Uh, you're going to press and hold the reset button. Okay. And, uh, once the LED status starts to flicker, it will flicker flicker, and it will be off. Once it's off, don't let go of the reset button. Wait for the solid blue and that's the time that you're going to let go of the reset button.
08:00
Speaker 2
It's Brad. Okay. Yeah. Yeah. Yep, got it.
08:00
Speaker 1
Okay, now I'd like you to disconnect the cable from port number, all right. Oh, sorry. I thought you already did. I mean, I thought when you said it's good, so that's why I, okay. Now, they're Okay? The computer is connected to port number four, right? Yes, you may let go. Uh-huh. Now, the computer is connected to port number four, right? I'd like you to disconnect it. All right, we're going to wait.
09:00
Speaker 2
Oh, wait, wait, wait. I started the reset. And I, no, no, no, no, no, it takes a while. Okay. Okay. I understand. Um, so it's now solid blue. So I can take my thing, oh, now it's linking blue. Okay. Yes. Correct. Okay.
09:00
Speaker 1
for the parent node to boot up. Okay? Okay. By the way, Chris, we can only use one port on your modem, sir. The reason behind it is because the modem that you've got there is a plain modem and what happened is that instead it IP address goes to the parent node, it went to your computer. Okay, so um let's wait for that uh parent node to have a purple and um yeah. By the way, uh the computer, is that a desktop or a laptop, sir? Desktop. Does it have a wi-fi connection or this is just for wired? It does, okay.
10:00
Speaker 2
Okay. So desktop. It has a Wi-Fi connection. But I never use it, I always had it wired.
10:00
Speaker 1
Alright, the parrot new. Is it still blinking right now, or it's now purple? Purple. Uh, a blinking purple or a solid purple? Okay. Now we're going to do the easy way first step, okay? You've probably done this with the level one? Hello? Okay. So, um, I'd like you to tap the parent nose reset button five times, okay? Just like how you punch the numbers on your phone, just five taps, okay? One, two, three, four, five.
11:00
Speaker 2
Okay. [silence] [silence] Okay. [silence] Yeah. [silence] [silence] Yeah, but I [silence] I'm fine. [silence] Yeah, I [silence] I'm I'm still here. [silence] Can you hear me? [silence] Yeah. [silence] Yeah.
11:00
Speaker 1
Okay. All right. Good.Is it still blinking right now?
12:00
Speaker 2
All right, it's solid linking, purple, linking, light purple.
12:00
Speaker 1
[silence] Blinking purple you said? [silence] Okay. [silence] We're gonna wait for one minute, okay? You said it's solid blue now? Okay? [silence] By the way, Chris, um, How do you wanna use your desktop computer, sir? Is it through a [silence] Wi-Fi or a wired connection? [silence]
13:00
Speaker 2
Now it's blinking blink blue once and back to blinking purple Yes Now it's solid blue
13:00
Speaker 1
Okay. Now, just a little tip, okay? Um, uh, once the parent node is online, you can only wire the computer to the, uh, to the parent node, okay? If you connect that to the modem, uh, if there's a power outage, and it, it comes back, uh, the IP address goes to your computer. So, later on, uh, we're gonna wire that computer, okay? Is it still blue? Solid red right now. Okay. Still red? Okay. Now,
14:00
Speaker 2
Yeah. [silence] I know it turned solid red. Yeah. Yeah.
14:00
Speaker 1
Uh, you already disconnected the cable from port number four, right? Okay, disconnect the parent node from port number one and then connect it to the uh port number four. Okay. Now, we're going to do another reset, Chris, okay, cuz uh, it might be the port number one is disabled and the only port that is enabled to this modem is port number four. So, uh, let me know if you're pushing the reset button. Uh, the long presser, the press and hold. We're going to do that again.
15:00
Speaker 2
Correct. Okay. [silence] Okay, is this a push and hold or is this the five pushes? [silence] Okay.
15:00
Speaker 1
okay it's gonna flicker flicker and it will be off meaning no light once it's solid blue let go the reset button okay okay let's wait for 22 minutes okay okay wait for two minutes
16:00
Speaker 2
Okay. It's blinking red. Yeah. Yeah. Uh-huh. Okay, solid blue. Uh-huh. Yeah. Now, it's blinking blue. [silence]
16:00
Speaker 1
Okay, now, we're going-to wire your desktop computer to the parent node, Sir. Oh, by the way, I forgot to ask this. Did you connect the, um, uh cable to the yellow port of the parent node, Sir? The one that says internet? Just want to verify that. Okay. And uh, let's connect the desktop to your parent nodes, Sir, instead of the modem. Okay, we're going to access the interface of the, uh parent node, Sir. Um currently, uh, we're not going to, um,
18:00
Speaker 2
code. substituting. data to show up. Trying that, too. It works. It appears that the display orientation is rotated. Oh god, I'm out of breath from holding the shift.
18:00
Speaker 1
no breath anymore. We're going to do the manual way. Okay. Open up a browser. Go to the address bar. And then I'll type these numbers. Yes sir, let's go there. Yeah. Are you in that page?
19:00
Speaker 2
Yeah. Yeah. 192.1.8.1. Yeah. Yeah, I got the thing where it wanted me to get the Lincoln's app, but that page is loading.
19:00
Speaker 1
I guess it already passed by. the the two cell phones right now, images of cell phones. Are you there now? Okay, I just want to verify that. What password? Is it a router password or a wireless password? Okay.
20:00
Speaker 2
I hope. Yeah, yeah, yeah, and I clicked on it. No, no, I clicked on that, okay, now it's asking me for my password. It's the router password. Okay, the password I put in, it said was incorrect. Uh,
20:00
Speaker 1
It's okay. Do you have an option there to click reset password? Mhm. Is it asking for a recovery key? Oh, okay.
21:00
Speaker 2
yes yes yep got it up now okay we're at the same screen [silence] yeah. [silence] just wine. [silence] yeah. it's CA. okay. yeah. okay. [silence] okay. [silence]
21:00
Speaker 1
okay under troubleshooting you have there diagnostics and then uh do you have under IPv4 address they're all zeros. Okay now Chris um we tried two ports uh already okay now the cable from parent node to modem sir do you have another Ethernet cable that we can try because uh we should be online right now let's switch that out sir.
23:00
Speaker 2
Yeah. Okay. From there. It's all zeros. Yes. Want me to switch that out? Okay. Yeah.
23:00
Speaker 1
Okay, so uh are you switched right now?
24:00
Speaker 2
I just plugged it in. Yes. So, you know, just. [silence]
24:00
Speaker 1
uh-huh okay okay oh oh oh uh-huh uh, okay all right actually uh thank you for uh telling me that Chris, okay I think uh it's the other way around, so um
25:00
Speaker 2
[ silence ]
25:00
Speaker 1
the modem that you've got there is a modem slash router. You already turned this the DHCP and right now is on bridge mode now. How did I know that? the IP address that we got earlier starts with 75.69.32.1.198. So that gives me idea that is on a bridge mode. which is good. okay? Mm-hmm. right. Um All right. Now, we're gonna do a complete power cycle, Chris, okay? Now, um the parent node I'm sure it's plugged into a main I mean, to an outlet, right? So, the power adapter of the modem, are they in the same spot with the parent note or different?
26:00
Speaker 2
Okay, Okay. Good. Good, Good. Good. Yeah. Uh, we
26:00
Speaker 1
I'm I'm sorry sure I'm okay okay
27:00
Speaker 2
Uh, wait a minute, into the same, um, uh, hour, hour bar. Okay. Done. Uh,
28:00
Speaker 1
Unplug. uh, before we do this, okay, the modem, okay? uh, if I'm gonna ask you to uh unplug the power cord of the modem, uh are we gonna be disconnected from the call, sir? Nope. Okay, so, uh, it's safe to do that too. then. Uh, unplug the power cord of the modem. Now, okay. All right. They're both unplug, right? Okay. Now here's the tricky part. Now I know it's gonna take you some time to replenish them, okay. Uh, you're gonna reuse the power adapter of the pair code first. And then, uh, once you're done, replace right away the power adapter of the modem. Okay. Now they're both rebooting right now. Okay.
29:00
Speaker 2
corrected. ok. done. Repeat, repeat.
30:00
Speaker 1
OK, we're gonna wait. Now, this is the part that I'm not sure. I'm Chris, OK? How do you know when the modem is ready? This is from from the modem, right? [silence]
31:00
Speaker 2
Mm-hmm. I get a solid white light right now. Yes.
31:00
Speaker 1
was white now how about the parent node is it back to purple back to purple now we're gonna reaccess the link this page against her by uh doing the 182-168 that one that one and
32:00
Speaker 2
[silence] Okay, so the modem now is booted up and is solid white. It's back to purple. [silence] Yeah. Yeah.
32:00
Speaker 1
[silence] Are you on that page? Okay, now, uh, if you're on the main page right now, uh, the network status, do we have check marks or just one? Just one. Okay. Kenneth, we're going to change to parent node, okay? Um, let's grab the two child nodes and select, uh, a new parent node, sir, okay? We should be online by now. The modem is working fine, the computer, we changed cable, um.
33:00
Speaker 2
Ah hello I'm [silence] Getting there um Okay I'm [silence] Okay uh
33:00
Speaker 1
yeah that's correct sir. just grab the two child nodes for now okay in that way. yes sir. we'll just select any of them.
34:00
Speaker 2
OK, now I'm going to go to switch the parrot node. I torch power. I start the power cable off first then replace the other cables and then plug the power cable in. Is that correct? OK. OK I have grab both. OK.
34:00
Speaker 1
Okay. Now, we're going to select one of them, okay? Now, disconnect first the parent node from the modem and you can select any of those child node as parent node.
35:00
Speaker 2
Okay, I have both child nodes. Yeah. Okay.
35:00
Speaker 1
uh, to the parent mode. Yes, sir. Okay, it's rebooting right now. Alright. Now, we're going to reset that one. Okay? After it's a blinking red.
36:00
Speaker 2
Okay. So I switch it all over. You want me to plug the power outback in? And uh, the parent. Okay. It's blue. Uh, huh.
36:00
Speaker 1
Chris are you still there [silence] okay now I
37:00
Speaker 2
Yeah. I'm still there. It's just started blinking red.
37:00
Speaker 1
We're gonna do a another, uh, what is called this, uh, complete power cycle, okay? But this time it's a bit d- a bit different. So you're gonna press and hold the reset button of this new parent node. Now, uh, remember that color, uh, flickering, flickering, flickering, and it will be off, okay? And then when it's solid blue, let go of the reset button and after that, go to the modem, uh, unplug and replug the power cord. Perfect, sir. Let's do that. Yes, sir. [silence] [silence]
38:00
Speaker 2
OK. Parent node is solid blue and I'm un plugging the modem. plugging the modem back in. [silence]
39:00
Speaker 1
[Silence] I'm still waiting. I'm just waiting for two minutes. Is it now the parent node is back to purple?
41:00
Speaker 2
Okay, the modem is back to solid white and the parent node is solid purple. Did I lose you? Yes.
41:00
Speaker 1
How about the modem sir? Solid white. Okay, now, yeah, let's wire again the uh the computer to the modem. I'm sorry, computer to the newly paired node, sorry, sir. Uh we're gonna react this up. Okay. Let's go. Let's go to that uh 192.168.1.1.
42:00
Speaker 2
It's solid white. Yeah, it, it already it's, it's, it's white. [silence] Yeah. [whisper]
42:00
Speaker 1
Yes. Okay. Okay. Now, um, you can, uh, click reset password right away, sir. Yes, um, it's asking for a recovery key, right? Yeah, that's different. Yep.
43:00
Speaker 2
I got the screen of the two phones I clicked on the okay. It's loading. Okay, so it's asking me for a password. Am I supposed to use okay yeah yeah yeah oh okay
43:00
Speaker 1
All right, that's what I'm talking about. So I've got suspicion of that parent node, the original parent node. Anyway, yeah, because everything is there, LED status, I.P. address from the modem number, one network status, then we changed the cable already, we tried port number one, we tried port number four. So that's, um, that's the reason why I have to try another parent node. Anyway, um, I'd like you to scroll down the page, and then click C.A. at the bottom. Okay. [silence] Yes. Yes. [silence] Uh, do you, do you see it, mate?
44:00
Speaker 2
Oh, we got two green check marks. Hell yeah.
44:00
Speaker 1
Okay, and then before we do this, can we power on the the the two child nodes or the uh the parent node is now going to be a peer uh child node?
45:00
Speaker 2
All right. Right. Right. Okay. Give me one second.
45:00
Speaker 1
Now, once the two child nodes are blinking red crisp, okay? Uh, we're gonna reset them. Just like how you reset, um, the original parent node, like waiting for that, uh, blinking red, and then once you see the solid blue, let's go to reset button. Okay. Uh, but you have to wait for the two child nodes to have a blinking red, and that's the time that you're gonna do the reset.
46:00
Speaker 2
Thank you. Okay. Thank you. Okay.
46:00
Speaker 1
Yes the reset the other once or once it's blinking red. Yes. Yeah, you can start the other one. Yes or yeah.
47:00
Speaker 2
one of them is blinking red, the other still blinking blue can I reset the red one? and I'm not sure that I'm strait so as long as it one of the nodes is blinking red, I can reset that one and then when the other one's working great I can fix okay just want to make sure.
47:00
Speaker 1
Yep, that's right. Now when you say let's go, uh you
49:00
Speaker 2
Okay. So it's solid blue. I can let go.
49:00