V2 Rubric Detail — c6f55c18-8083-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:31
Duration
28m 2s
Contact
210-412-6448
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00099011
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: power outage nodes are red
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp1.79/5
Overall44.9% (+22.9)

V2 Grader Summary

The agent maintained ownership and correctly identified the VLP01 as end-of-support but provided technically inaccurate instructions (pair button method) and failed to use essential diagnostic tools like the web UI. Multiple redundant troubleshooting steps increased customer effort without resolution, resulting in a partial resolution outcome. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

Customer: VLP-01 child node solid red, parent flashing blue/white. Agent performed resets, power-cycles, pair-button pairing, wired backhaul, and mentioned five-press method. Incorrectly stated VLP-01 is unsupported (end-of-support August 9, 2025) and recommended replacement. Issue unresolved, call closed without valid resolution path.

Troubleshooting Steps
  • Power-cycled both parent and child nodes
  • Reset child node by holding reset button until LED turned off
  • Attempted Pair-button pairing on the parent node
  • Attempted wired Ethernet backhaul for the child node
  • Mentioned five-press pairing method (contradictory for VLP-01)
Key Observations
  • Agent provided factually incorrect information: VLP-01 is still supported per KB documentation (no end-of-support date exists)
  • Gave contradictory technical instructions: Pair button is correct for VLP-01, but five-press method is not applicable to VLP setup
  • Failed to follow documented VLP-01 setup procedure: after factory reset, child must be added via temporary WiFi network (http://192.168.1.1), not Pair button or five-press
  • Did not verify internet connectivity on parent node before troubleshooting child
  • Prematurely closed call without resolving issue or offering valid next step (escalation, callback, or correct troubleshooting path)
  • No warranty or support eligibility check performed despite discussing replacement
Positive Highlights
  • Correctly identified the model number as VLP-01
  • Attempted multiple troubleshooting methods including power-cycle, reset, Pair-button pairing, and wired backhaul
Agent Errors / Gaps
  • Provided factually incorrect information: VLP-01 is not end-of-life and remains supported per KB
  • Gave contradictory pairing instructions (Pair button vs. five-press) causing confusion
  • Failed to follow documented VLP-01 setup procedure after reset
  • Did not verify parent internet connectivity before troubleshooting child node
  • Prematurely closed call by recommending replacement instead of proper troubleshooting
  • Did not perform warranty/support eligibility check when discussing replacement

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended with solid red child node; agent concluded with recommendation to replace hardware rather than resolve connectivity.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle, reset attempts, and pairing methods, but did not verify WAN connection, internet status, or use web UI to confirm node state.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified VLP01 as end-of-support and advised upgrade path, but gave incorrect pairing method (pair button) for a model that doesn't support it.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized symptom (child node solid red) and initiated resets and reboots, but did not ask about modem status, signal strength, or perform logical isolation of WAN vs. mesh failure.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed http://192.168.1.1 or checked network map to verify child node status, despite repeated physical resets — a critical tool omission for mesh troubleshooting.
T3 Not Met No misinformation conf 95%
Agent instructed to use 'pair button' on main node for VLP01 child, but VLP series does not support pair button method per KB; also gave contradictory port instructions (told not to unplug internet, then instructed to plug child into parent LAN).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control and issued step-by-step directions, but allowed long silences, repeated unclear instructions, and ended without confirming understanding or summarizing outcome.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but frequently used technical terms like 'five press', 'pair button', and 'VeloSetup' without confirming customer comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the case throughout, performed multiple troubleshooting steps, and did not transfer or abandon ownership.
O2 Not Met Proactive follow-through conf 90%
Agent offered no follow-up plan, callback commitment, or timeline for resolution — only suggested customer purchase new hardware independently.
O3 Met Closure confirmation conf 95%
Agent referenced prior notes about previous rep's advice, showing awareness of case history and continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent made appropriate judgment not to escalate; issue was due to unsupported end-of-life hardware, and replacement recommendation aligns with policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer's point ('I understand what you just said') but did not express empathy for frustration or inconvenience caused by outdated compatibility advice.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer input but did not adapt pace or tone to customer's growing confusion and fatigue; continued with complex instructions despite signs of disengagement.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat 30-second resets multiple times, reconfigure cabling incorrectly, and perform redundant steps — all increasing effort without clear benefit.
Call Transcript41 turns · 45 lines
Speaker 2
Hello. Just went away. Hello. Yeah. I was just talking to you, I think. Um, I don't know what happened. The phone died. Okay. Um, all right. So, updates. The, um, the parent node is still white. The child node is still flashing red. Okay. Okay. Okay, so you're just going to hold on, right? Okay. Very good. If he thought the storm could have toasted it and he said maybe. [ silence ] Nah. [ silence ] Still flashing. [ silence ] You can. [ silence ] And is the parent still white and we get them ready there. All right. [ silence ] I'm honey. Thank you.
00:00
Speaker 1
It's still blinking red. All right, can we reboot the child node and the parent node also? So, you turn off both of them. Just turn them off and then, yeah, or you can also use the switch at the bottom to turn it off. And then, after 10 seconds, you turn on the parent node first and wait for it to turn solid white.
03:00
Speaker 2
It is still blinking red. Okay. When you say turn them off you just mean unplug them? Oh, okay. [silence] Transcribed by Sonix
03:00
Speaker 1
Yes. So, just wait for the front door to go online.
04:00
Speaker 2
And I just leave the child node off until the parent turns white, right?
04:00
Speaker 1
Oh, right. So you can now turn on the child's mode. [silence] Is it solid or blinking? Gently reset the child node again, press and hold until the light is completely turned off, then release.
05:00
Speaker 2
[silence] The child mode just turned light blue. It is solid. So when you say that, you mean just push down on the reset until the light goes off.
07:00
Speaker 1
Yeah, press and hold the reset button of the child node till the light turns off. [silence]
08:00
Speaker 2
Okay. Alrighty. I don't know if it's supposed to take this long but [silence]
08:00
Speaker 1
did the light went off when you press and hold the reset button? [silence] is it solid or still blinking? [silence] can you press and hold the reset button again this time for 30 seconds?
09:00
Speaker 2
But it is still a very, very dark, dark blue color. It's not flashing. Hey, Barb, look at this light. That's, that's not black. That's it the blue. Okay, alright. It did not. Like I said, it's just a very, very dark blue. It's solid. It's solid okay. Allow this
09:00
Speaker 1
Okay, good. Uh-huh. All right. That's all right. Let's just wait for it to boot up again.
10:00
Speaker 2
It is off now. Well, you know what now? It just came back on dark blue. Okay. We'll it is still dark blue. The that's. Oh, good. I'm sure. Okay. Okay. It says that. Well I have this system named Link Boy and it says it is on it says.
10:00
Speaker 1
But can you also see VeloSetup? VeloSetup as, as, yes. If you can see that network name, okay. Uh, now, can you double-check if that is the network name of the child node. Check at the bottom of your child node. if that is the Wi-fi name of that node. Oh, okay. All right, good. Um, we will not do the five press. So we'll just do the pair button method. So on the main node, kindly press the pair button, the big button in the middle. [silence]
12:00
Speaker 2
I mean, it's got three bars in terms of the uh, wi-fi, so, check mark. Yeah, it's got a check mark that is on there. Are you asking me if I could? No. it just popped up right now. So uh, touch that. Hey, can you read that, Barb? cause it's developer setup fzero4. Yep, that's it. That's the, that's the same.
12:00
Speaker 1
you press it for one second. then what's the light of the node? okay? is it flashing? it's just a solid red. okay? [silence]
13:00
Speaker 2
Okay. Okay. The parent node is flashing blue. The child node is bright red. No. Well, the parent node is flashing. The child is not flashing. Uh, yes. The child is solid red and the parent is still flashing blue.
13:00
Speaker 1
Is it still solid red? Not flashing? How about the parent Node?
14:00
Speaker 2
I
14:00
Speaker 1
Okay, let's just wait for the other parent note to turn solid white. Mhm. Cell to the still solid red? Saying... Okay. Can you get the Ethernet cable of your child node? Let's try to add it as wired.
15:00
Speaker 2
Okay. Well, now it's flashing white so I think we're getting there. It is still solid red, yes. And the parent is still flashing white. Okay. Alright, I'm gonna go get the table. She wants me to hook that up.
15:00
Speaker 1
So the internet port of the child one. Um, no, on the main node other port, since main node has two ports, right? Yeah. Yes. Not the internet. Uh, the ethernet.
17:00
Speaker 2
That's right. So she said to hook this up correctly. All right. To what? To what? Do I plug it in the... I plugged it in the child node but we're talking at the same time so I the other end of this goes into the netgear. Oh. Oh. On the okay I gotcha. So I unplug one of them and put this in and its place right? Hmm Barb look at this. One of them says internet. Not to it. You said not and you said then yes internet, which
17:00
Speaker 1
Do not unplug the internet. Do not unplug the internet. So just the other one. And then the other end will be on the internet port of the child mode. Okay. How about the child mode? Tenly press and hold the reset button of the child mode again for 30 seconds.
18:00
Speaker 2
Put it in the internet? Okay. See, that goes to net gear. How do you take that out? Yeah. Yes. This is solid. Okay, the parent is solid white now. And child is still solid red. I hope I remember how to put this all back together. Okay. [silence]
18:00
Speaker 1
Okay, let's just wait for it to Turn solid blue again.
19:00
Speaker 2
30. second okay the uh child node is now once again dark blue
19:00
Speaker 1
Is it blinking blue now or still solid blue? [silence] Kindly press the Pair button on the main node for one second.
20:00
Speaker 2
it is still solid blue. OK. Where to begin? OK. This one's flashing blue now. The main node is flashing blue, the child node is red. Solid red. Yes. Solid red. Yes. Can you read that one? Yes. Two, six, D. One, 0,6, 0, 88, 275, 45. [silence]
20:00
Speaker 1
5, 4, 5. We checked. Do you have a model number for getch child node? Zero one. Okay. It's still solid red? How about the main node? [silence]
22:00
Speaker 2
[nothing] yes. VLP-01. [silence] it is still solid red. Yes.
22:00
Speaker 1
Okay. Once it turns solid white again, you do the five presses for the main node only. [silence] And also, as per checking here on my end, Cheryl, the child node that you have, the VPN 01, actually, it's no longer supported. The end of support is
23:00
Speaker 2
the main node is flashing blue on both of them. Okay. It's blinking white. Yeah. It's quite an interesting process.
23:00
Speaker 1
plus August 9 2025 so we can no longer perform further troubleshooting aside from this one that we have tried and it would be best for you to have an upgrade for a newer child node. Um you can have the same model as your main node, the MX6200, or you can also have MX4200 as an upgraded version of the VLP01. So the price uh depends on the store.
24:00
Speaker 2
okay how much okay all right this is solid white you told me to do something right
24:00
Speaker 1
yes, you do this. I pressed on the main node to add the child mode. yeah, because they are still compatible though but um the VLP01 is already outdated and yeah, once it's broken then we can no longer troubleshoot it anymore because it's also no longer supported by us.
25:00
Speaker 2
It's very strange that they didn't tell me to buy a different child node when I bought this. when I bought the new links as parent. it's kind of odd.
25:00
Speaker 1
Okay, I see. But did he like told you that it's still compatible or what did he advise? That you can still use it? Did he said that? Yeah, I can also see it here on our notes. Maybe he did not check the information of our enough support models.
26:00
Speaker 2
I understand what you just said, but I don't know that it addresses what I just asked you. I what I said was I wonder why when I bought my new parent node and child node that the sales person or the rep, whatever you're called, um didn't tell me I had to buy another child. Uh just it's surprising to me. That's too long ago. I I don't know. Okay. Solid white and solid red. Solid white and solid red.
26:00
Speaker 1
[silence] Mm-hmm. Mm-hmm. Mm-hmm. Mm. Mm. Mm. Yep. Yeah, exactly. You're correct. Mm. You're welcome, sir. Thank you for calling. I'll see you also. Good one. Bye.
27:00
Speaker 2
Um, this is taking so long. I think what I'm going to do is just bring in, um, an electrician, and I'm going to have them cable, hardwire my television on the second floor to the child node that is at beneath the stairs. I mean, then I can just I mean, it still is not going to help, I guess, with my phone connection. It won't help with Wi-Fi. But that should make my television work anyway, if I hardwire it. Okay. All right. Well, thank you for your time. Bye-bye. [silence]
27:00