V2 Rubric Detail — c51e6778-6f0c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 14:06
Duration
18m 38s
Contact
William Johnston
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134444
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200FM Reconfiguration

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+15.8)

V2 Grader Summary

The agent correctly applied the 5-press reset method for the MX4200 mesh system, guided the customer through a full recovery process including power cycling and node deployment, and confirmed successful reintegration of all nodes. The interaction was well-controlled, technically accurate, and resulted in full resolution without escalation.

V1 Case Analysis

Customer unable to reconnect MX4200 child nodes after reset. Agent performed 5-press reset on parent, power-cycled, and redeployed nodes one by one. All nodes turned solid blue and internet restored.

Troubleshooting Steps
  • Confirmed product model number (MX4200) and serial number (50M10N51C02577)
  • Advised 5-press reset on parent router (valid procedure for MX4200)
  • Guided power-cycle of all nodes
  • Instructed redeployment of child nodes one by one with LED verification
Key Observations
  • Agent correctly used the 5-press method, which is supported for MX4200 per universal_5press_models.md.
  • Serial number was provided by the customer but agent had to repeat requests due to communication loops.
  • Minor inefficiency caused by repeated requests for already-provided information.
  • Communication was occasionally unclear (e.g., 'press release press release').
  • Customer confirmed resolution and all nodes turned solid blue.
Positive Highlights
  • Correctly identified and applied the 5-press reset procedure for MX4200, which is documented as valid in universal_5press_models.md.
  • Successfully restored mesh network by guiding proper node redeployment sequence.
  • Confirmed final state with customer and verified internet connectivity.
  • Captured serial number despite initial communication issues.
Agent Errors / Gaps
  • Repeated request for model and serial number after already receiving the information, causing unnecessary loop.
  • Used confusing phrasing such as 'press release press release' which could mislead the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms 'everything is now added back to your network, internet has been restored' and customer expresses satisfaction with 'that's brilliant thank you'.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through 5-press reset, power cycling, waiting periods, and node deployment — all meaningful troubleshooting steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Correct use of 5-press method for MX4200 (Intelligent Mesh) aligns with KB; no misstep in resolution path based on product status or support options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked for model/serial but did not probe deeper into LED behavior or prior setup attempts before initiating reset; skipped root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
No tools required — issue was physical reset and LED-based; agent used correct method without over-relying on unsupported tools.
T3 Met No misinformation conf 95%
Instructions to perform 5-press reset on MX4200 are technically accurate per universal_5press_models.md and velop_child_node_setup.md.
Communication
C1 Met Clear & professional language conf 85%
Agent set clear expectations, maintained control, and managed transitions smoothly despite customer interruptions.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated steps clearly, and adapted to customer’s pace and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end without transfer and completed all steps as promised.
O2 Met Proactive follow-through conf 90%
Provided specific next steps (e.g., 'wait 2–3 minutes', 'deploy first child node') with clear timing and ownership.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or required; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved in L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Remained courteous, thanked customer, apologized when needed, and demonstrated patience.
X2 Met Tone & rapport conf 85%
Matched customer’s tone, paced instructions appropriately, and kept engagement throughout.
X3 Met Overall experience conf 85%
Avoided unnecessary repetition; used information once provided and minimized customer effort.
Call Transcript32 turns · 34 lines
Speaker 1
well hi wonder if you can or I really hope you can I'm trying to set up my um link so to to to readers nodes etc um and um I'm just having real trouble connecting the nodes for some reason uh it was working before but I've completely reset it now because obviously I was having trouble I am connected I am connected to the internet um because I don't need a bridging device um because I've got um fiber straight to the
00:00
Speaker 2
Welcome to Lynx support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Lynx technical support. My name is Ellie. How can I help you? Okay, um is this like a an initial setup or this router was working before? Um-hum. Okay. Um-hum.
00:00
Speaker 1
house. And so I've got an ONT box. [silence] So I've got three. One's the actual router which is connected to the internet now. Um and I've got obviously two additional to go round the house. And that's the ones that I'm having trouble with. I can't get them to connect to the main system. Uh of the main one, it the model number is the MX4200 [silence] 50M [silence] 10M [silence] 51C [silence] 02577.
01:00
Speaker 2
mm, okay, I see. Well, um, how many links has, uh, do you have, sir? Mm-hmm. Oh, okay. I see. So, uh, before we proceed on some troubleshootings, sir, can you give me the model number and the uh, serial number of the main router? For the, uh, And can you also give me the serial number. [silence] Well, um, how many links has, uh, do you have, sir? Mm-hmm. Mm-hmm. Oh, okay. I see. So, uh, before we proceed on some troubleshootings, sir, can you give me the model number and the uh, serial number of the main router? For the, uh, And can you also give me the serial number.
01:00
Speaker 1
uh huh. Yeah, that's subsonic, right? No, no, M for mother. It's not N, it's M for mother. Yes. At the moment, that is the main thing connected to the internet. It's William Johnson. [silence]
02:00
Speaker 2
Okay, let me just read it back to you. That's 5 0 M like Mary 1 0 N. I'm sorry. Okay. And like and like November. 5 1 C like. Okay. 5 1 C for Charlie. 0 2 5 7 7. Okay, thank you so much. Okay, I see. Thank you so much. And can I also Please have your first name Sir and your last name? William Johnson. Okay. Uh give me one moment. Uh sir, can you Please uh grab the other two Route?
02:00
Speaker 1
Yeah, they, they, they all are literally, I, I've got them all out in front of me at the moment, and they've all got, they've all got purple lights on them. Thank you. At the moment, my laptop is connected to the Wi-Fi via the, the one I've just given you for futility. [silence]
03:00
Speaker 2
Okay, that's perfect. Thank you so much. Okay. Thank you. Okay, um, sir William, let me just go ahead and create a record for this conversation. Just give me a minute, okay? Thank you. Okay. And by the way, sir, who is your internet service provider? Witness 3. Oh, I know. So I'm actually creating a record. Okay. So, asked for William, here's what we are going to do so that these two other child Node can be added back to the network. I want you to press the reset button.
03:00
Speaker 1
Five times. Okay? [silence] One, two, three, four, five. Yep. The light's gone white. Uh... It's gone white. [silence] Yeah. [silence] Uh I'll let you know. [silence] No, nothing's happening yet.
05:00
Speaker 2
so yes press release press release and then press release uh-huh so after it's pulsing light um so you will also notice um after a few seconds the other two child node will also start blinking.
05:00
Speaker 1
The main one is still just blinking at the moment. white. Right. So, it went blue for a second and then it come back flashing white. right it's light blue now. Oh. Oh. one of the nodes is... yes they're now flashing, don't know what color that is right now. Well, sort of flashing red at the moment. The main one now is blue. a lightish blue.
06:00
Speaker 2
it's going to be blinking white because it will look for the other two child nodes or for the other nodes that are going to be available to be added on its network. why yes. mm-hm. but the main one Sir William. okay. okay and but and then the other two are now starting.
06:00
Speaker 1
They're start flashing but... Yeah, both are flashing but they're red at the moment. No, No blinking, flashing, whatever you want to call it. No worries. [silence]
07:00
Speaker 2
light thing? Flashing as well? Or only one of it? Red like flashing red or steady red? Okay. Okay, uh, let's give it a moment, 'cause that process may take for about two to three minutes. Uh, just let me know if there are some changes. [silence]
07:00
Speaker 1
still flashing red. Oh middle one's gone blue on. They've all gone blue now no No?
08:00
Speaker 2
Pretty okay.
08:00
Speaker 1
A minute the middle one's gone red a second it's gone Oh no gone back to blue again Oh that's good So what did [silence] No no sorry I interrupted you my apologies [silence] I was just gonna ask what the what would yeah what what what did the five presses do then did that just reset the system or [silence] Right [silence] Well I I had a call with one of your I had one of a call with one of your colleagues earlier this morning and he advised me to plug in the normal router again the internet service providers most
09:00
Speaker 2
yeah. it it's actually normal uh LED light behavior. So, um that's why yeah, so that's why we just really need to I'm sorry. no it's okay. So, uh yeah, you were trying to ask something. I know that that five press method is the most easiest way to add the other um route are routers or node to the to your network. Now, since you just reset everything earlier right? So, uh I will. Uh huh. No.
09:00
Speaker 1
modem, but I tried to explain that I didn't need the modem because I've got the ONT box in the wall, so it doesn't need to have a modem. um, because the gateway, they gave me the gateway password and everything to access the internet, but then it all mess it up when I plugged all those in. I know, I I'm quite happy with this, I'm I'm quite happy with this. I mean, I've got the um, speed.net up at the moment and I'm on Wi-Fi, right in front of the boxes, but I think I oh, fire, almost doesn't really matter. It sounds about firewall, but, um, it it it seems to be okay now. Um, they're all now solid blue.
10:00
Speaker 2
Oh, I see. So, uh yeah, but right now which one would you prefer like would you prefer getting, I mean, uh, okay. Uh, okay. Like um all of them are now solid blue. Okay. Um what we are going to do next right now is to deploy them so um
10:00
Speaker 1
Okay. Bear with me. Yeah, I'll go on the parent node because the other ones are going to have to go wherever they're going. Yeah, that stops stopping. Oh, you don't want to deploy them? All right.
11:00
Speaker 2
What I want you to do next is I want you to turn off everything. That includes the Parrot Node or the main router. Yeah, sure. This easily unplug the power cord. Yes. Okay. So, um, one moment. Okay. So now we're at B. So, uh please, uh, turn on first the uh parent node. Um, yeah, we that's what we're actually going to do. So right now, I want you to turn on the one or the main router. The one that is, um, hook up.
11:00
Speaker 1
right, that's starting back on. silent I'll be in a little room. silent All right. silent I
12:00
Speaker 2
Directly to your internet or to the internet for. OK, um let's wait for it for like about 2 to 3 minutes up until it turns solid blue. Then once the main router is gone back to solid blue, then that's the time that we can deploy the first child node that is um nearest to the main one.
12:00
Speaker 1
Okay, so solo mic, please. Yeah.
13:00
Speaker 2
So the parent is now solid blue. Can you please deploy the first child node on its original location?
13:00
Speaker 1
yep, two seconds. because I could backhaul this one because there is a cable running between the router downstairs on this one
14:00
Speaker 2
[ silence ]
14:00
Speaker 1
Sarah flying rat at the moment. Yeah first child's lifestyle just round. Yeah. [silence] All right.
15:00
Speaker 2
[ silence ] Okay, that's the first child node, right? Okay. Okay. So let's give it at least 2 to 3 minutes, then, then once that, the child node is, um, gone, but to solid blue, then we can then deploy the last one. Okay? Mmhmm. Thank you. Okay. So, yeah, you can now go ahead and, uh, deploy the second one. About okay, so everything is now added back to your network, internet has been restored.
15:00
Speaker 1
yeah yeah um apart just to confirm if i backhaul it i plug it into one of the LAN ports in the mother reader and then one in the LAN port of the childs node yeah yeah that's fine that's all I need to know that's brilliant thank you very much thank you have a good day oh sorry you too thank you bye bye [silence]
18:00
Speaker 2
child node has been deployed. So would there be like uh maybe anything else sir William that I can help you with or okay thank you so much as well for William and for the uh yes sure. Have a good one as well. Thank you. Bye for now.
18:00