V2 Rubric Detail — c71cd320-6516-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:53
Duration
46m 46s
Contact
Joseph Ruggiero
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall83.8% (+27.8)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue through thorough troubleshooting, including physical button methods, app guidance, and resets. While one technical instruction was slightly inaccurate and communication had minor lapses, the phrase 'Shut up' is best interpreted as an ASR/accent artifact of 'Set up' given the context, avoiding a critical failure. The customer confirmed full functionality, warranting a successful resolution outcome.

V1 Case Analysis

Customer unable to add mesh child nodes (MX500); resolved via 5-press method, recovery key login, and app reinstallation. Nodes now solid white and functional.

Troubleshooting Steps
  • Pair-button method (incorrect 2-second instruction)
  • 5-press discovery method on parent
  • Child node reset (incorrect 20-second hold)
  • Recovery key login via app
  • App reinstallation
  • Modem and router power-cycle
Key Observations
  • Agent confirmed model (MX500) but did not collect serial number or verify warranty status.
  • Agent provided incorrect pair-button timing (2 seconds instead of ~1 second) and reset duration (20 seconds instead of 10 seconds), contradicting KB guidance.
  • Agent used unprofessional language ('Shut up on your network'), violating communication standards.
  • Despite inaccuracies, the 5-press method and recovery key process aligned with KB procedures for mesh node pairing.
  • Customer confirmed resolution with solid white LEDs and online status in app.
Positive Highlights
  • Correctly applied 5-press discovery method for parent node pairing.
  • Guided customer to use recovery key for admin access, per KB.
  • Persisted through multiple troubleshooting attempts.
  • Confirmed resolution with customer validation.
Agent Errors / Gaps
  • Incorrect pair-button timing (2 seconds instead of ~1 second) at [02:00].
  • Incorrect reset duration instruction (20 seconds instead of 10 seconds) at [25:00].
  • Unprofessional language ('Shut up on your network') at [34:00].
  • Did not confirm app/admin access early, causing avoidable login loops.
  • Failed to set clear troubleshooting expectations or structure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It's white now. Looks good, appreciate the help.' Agent verifies all nodes are online and functioning.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted systematic troubleshooting: pair button, 5-press, app reinstall, power cycling, and child node resets — all relevant to mesh node pairing issues.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path without dismissing the case; no indication of warranty-based avoidance, and provided best-effort support throughout.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptoms (nodes offline, LED states), asked about model numbers and distances, and logically progressed through pairing methods based on observed behavior.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app and guided customer through UI navigation, resets, and setup flows — correct tools for mesh node management.
T3 Partially Met No misinformation conf 85%
Instruction to 'press and hold the reset button of the child node each 20 seconds' is inaccurate — should be held once for 10–20 seconds, not repeated every 20 seconds.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but had multiple unexplained silences and briefly lost control when app behavior confused both parties.
C2 Partially Met Confirmed understanding conf 90%
Phrase 'Shut up on your network' was likely an ASR/accent artifact of 'Set up on your network'; context shows agent was guiding app navigation, not being discourteous.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed all steps personally, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: power cycle devices, move child nodes after successful pairing, and confirmed final status.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation needed — agent correctly resolved the issue at L1 with appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation and relief at resolution but missed early opportunities to acknowledge customer frustration during repeated app issues.
X2 Partially Met Tone & rapport conf 85%
Agent adapted to customer's pace and guided through complex steps, but occasional confusion (e.g., app reloads) disrupted engagement.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding through resets and app use, though requiring app reinstall added some customer burden.
Call Transcript60 turns · 69 lines
Speaker 1
how are you excuse me hello oh well my
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynx.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Please recall on Sissman and Mr. Gerald. You can help. Good, how are you? I'm asking, how can I help?
00:00
Speaker 1
due out. If there is silence or no speech, output only: due do my Eero wi-fi Nader because I think it's like super Eero or something like they think it's all...
01:00
Speaker 2
Got it. So the distance of the child nodes right now are, I mean, is it three feet and three feet right away from the reports? All right. Sure. That's okay. Let me help you with that and.
01:00
Speaker 1
That's me. Yes. Yes, me. Happened a couple of months ago, so. Hold on a second. Let me get to it. The middle button. Okay. Two seconds, you said? And let it go? One. Two. Okay. Yes.
02:00
Speaker 2
Based on your phone number, there's an account under the name of Joseph. Is that you? All right, at the bottom of the... All right, let me use this and apply the ticket. Now, the bottom of the main router, the main node, there's a pair button that's a bigger button in between the reset and the power switch. Press that for two seconds. Yeah, that's the bigger button in the middle. Yeah. second, two seconds, let go. Yeah, after two seconds. Observe the light, it should be blinking white. All right, then observe the light of the child nodes.
02:00
Speaker 1
Okay? [silence] Uh. [silence] Both are [silence] both child nodes are blue still solid blue, [silence] but the parent node is blinking white.
03:00
Speaker 2
It should be flashing white too, maybe blinking blue. Okay. How about now? That's weird. [silence]
03:00
Speaker 1
Right again or yeah yes. They're all Yeah. All three the same okay okay. One three four five. It's right now solid white gal notes are right one two three four
04:00
Speaker 2
They're all the same model number, right? Is it the MX 500? Okay. Let's let's try a different method to uh add it. So, at the bottom of the main node, there is a reset button press and release that five times, but one second gap between presses. But five times. [silence] What about the child nodes?
04:00
Speaker 1
It's blue, it looks like. It looks solid. White on the parents. Yes. Go to it. Yeah, I'll go to it right now.
05:00
Speaker 2
okay so you have the link just sent you your mom are you logged into that yeah bye
05:00
Speaker 1
It's loading, okay. It's asking me to log in. What the hell? Great. Yeah, it asked me for email and password. Great. Okay. Hold on a minute. Okay, I'm at that point. It's asking for the router password. That's my Wifi password, right? It's not? I was just running with this. Hold on a second.
06:00
Speaker 2
OK. What is it asking, email and password or rather password? Select the other option. Rather password. Is it asking for, rather passwerd. Enter your, rather, passwerd. [silence] [music] That's a different password, but if you did make it the same as your Wi-Fi password, there, maybe.
06:00
Speaker 1
Let's see if I remembered my password here. All right, I'm in. It's, uh, I remembered my password. It's finding the networks right now. Sorry about that.
07:00
Speaker 2
all right. okay. that's okay. [silence]
07:00
Speaker 1
okay, I'm on, has my router go browns, main. And then both my, I'm it's showing that both my child notes are offline right now. three lines on the three lines on the top. There's no three lines on the top last here.
08:00
Speaker 2
okay. You see the three lines at the top left, and you press that and then scroll down, look for the option, set up a new product and then press that.
08:00
Speaker 1
Yeah, hold on a second, because I, there's no three lines on the top left here, because it just, it goes, it went directly straight to where it says routers, and it says connect your router one. And, oh, hold on a second. It's doing something here. Now it's asking me to log back in again. I was just on this link tab about 20 minutes ago. It was on there and I just checked it. Now there's no, it took me straight to that same thing again. There's no, it's not the main page, you know what I'm saying? It's, it's, it just says routers on top, it says connected routers, the main note is offline, but the offline routers, it, and then it has the offline routers there as well. [silence]
09:00
Speaker 2
wait. it. oh, all right. so you don't see the. ah. okay. this is the Linksys app, right? Can you delete the app and reinstall it?
10:00
Speaker 1
logging me back in again. Hold on a second. Finding your networks. I mean, it did the same thing again. All right, I'll get it off and add it back on. Install. All right, now we go to the Play Store. [silence] all right i'm going back and installing it at 3 percent. only. do you want me to turn off my Wi-Fi on my phone will install quicker you think. Well, yeah, it's only, it's at 5% right now, uh, loading, the links app. Excuse me? Yeah, it's white, solid white. Loading really slow.
11:00
Speaker 2
Right. So the Wi-Fi is slow. You don't have problem with the main node, right? You don't have problem with the main node? Is it, is it working fine or out. [silence]
13:00
Speaker 1
Here it goes. I turned my Wi-Fi off on my phone, now it's loaded fast. 65%, now it's 100. Open. Now it's asking me to log in, I'm already using Linksys' product login. Use the router password. Open your phone's settings, find the tab, the Wi-Fi. Wi-Fi list, select your router's Wi-Fi frame name, enter your password. [silence]
15:00
Speaker 2
Okay. Log in, but you used the writer password.
15:00
Speaker 1
That's where I am, I am. No, it just kicked me out. Now it says it took me to already using Lynx product login. Then on the bottom here it has a have a new Lynx product launch setup. But you don't want me to do that. You want me to log in. Now it's asking me for a recovery key, which is right? Yeah, one, two. So it's on the main note. The recovery key. All right. Hold on a second here. Oh, there it is. [silence]
16:00
Speaker 2
roller. Get their, the просто зает the bottom of the main node. Five numbers. Yeah. At the bottom of the main note, there's a key. Bottom part.
16:00
Speaker 1
Oh, it's in the same place. God damn it, hold on. Hold on a second, let me get out of this again. Jesus Christ. [silence] I'm uninstall it again. I'm loading it back on. I'm opening it up.
17:00
Speaker 2
[silence] [silence] [silence] Is this a C or D? Oh, what happened? [silence] [silence]
18:00
Speaker 1
Login product, use router password, right? Open your phone setting, find tap on the Wi-Fi and that. Right, it's looking for the route. Okay, here's my recovery number, 507 five, oh, seven, 507-807. The account holder will be notified if this router password is changed. did it change? Continue or nevermind? Now it's asking me for my password, my new password. OK, getting it connected to your home Wi-fi. Works even if you have no internet service or servers are updating. so I, I have to get, can I put my old password in or no? OK, I'm gonna use the old one because OK, and your router settings. OK, all right, now we're at the right page. OK, now the three lines on top, you said, go to?
19:00
Speaker 2
continue. Yeah, you have to create a new password, or you can make use of the old password. As long it meets the requirements, it should be good.
20:00
Speaker 1
Got it. Does add a note to go Browns, expand your Mesh Network coverage. Hold on a second here. You said go to set up new product, then you said. And so it's, there's three sections here. It says add a note to the, to my, to my go Browns, expand your Mesh Network coverage. The second one says replace link's router to upgrade.
21:00
Speaker 2
Yes, and then scroll down, loop for a setup a new product option, press that, um, I don't know, then follow the process. Uh yeah, setup a new product and then add a node.
21:00
Speaker 1
I don't want to do that. Then on the or it says create another network. or it doesn't say that on here. It says expand your on your multiple networks. Let's go. No. I don't know what step. It's not showing that step that you're saying add the notes. It's um well, now I'm going back to set up new. You want me to go to advanced settings or set up because you're telling me to go to set up new product. It's not taking me to that. Try that again. Try that again. Now it's good. Taking me back to
22:00
Speaker 2
Click add a note or press add a note. I'll reread it one more time. What do you have there? That's correct. Yeah. That's the one. Yeah. out of the nose. Why not. Well. Okay.
22:00
Speaker 1
yeah%uh%the%child%notes%both%child%notes%are%blue%solid%blue.%uh%so%it%trys%and%it%says%we%didn't%find%the%node.%try%again%or%troubleshoot.%then%it%says%next%or%add%more%notes.%uh%okay.%i'll%do%that%right%now.%all%right.%i%did%that.%now%it's%blue%right
24:00
Speaker 2
What's the light of the child note and what's on the app. Is it telling you cannot find note? What's the light of the child note? Are they still solid blue? Okay. Turn off the main node and turn it back on. In a quick off and on. You can unplug it from the power source and plug it back in.
24:00
Speaker 1
you know? Okay, I appreciate the help, man. I'll do one at a time though. Three sec, 20 seconds. One, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, 13, 14, 15, 16, 17, 18, 19, 20. great.
25:00
Speaker 2
Let it boot up. It's gonna take about two to three minutes for that to fully boot up. So we're going to wait. Not sure. Ok. Um, can you also reset the child node? Press and hold the reset button of the child node each 20 seconds. Oh yeah, one at a time.
25:00
Speaker 1
1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. Both child notes are blinking blue, and the main hair note is solid red right now.
26:00
Speaker 2
Uh.
27:00
Speaker 1
Go, right. Turn the modem off, turn it back on.
28:00
Speaker 2
What's the light of the, the main node now? I think there's a problem with the main node. Can you turn off the modem and turn it back on? Yeah. plug, unplug it back in, yeah.
28:00
Speaker 1
Okay, my modem's back online. No, it's still red. Um,
31:00
Speaker 2
(sighs)
31:00
Speaker 1
I haven't done nothing really with the main node. I never did it to one button, like one unplug, it turn it back on. I usually had to usually just never did it that way. I mean, it's happened to safely two other times while ago. But. The main node's still red. The other child nodes are both blue now. No. Nope, here we go. It's the red it's white now. Uh.
32:00
Speaker 2
No changes. You you made? Okay, good. How about this? Make sense though... can be on last. no changes have you made it right? recently. it's the same settings. OK, good. That's good to hear. can you connect to the Wi-Fi and can you try to like open a page? Let's just make sure that it's working, the internet.
32:00
Speaker 1
Yeah, internet's working. So do you want me?... uh, I left it on where it says your, we couldn't find your notes. Do you want me to get back out of that? Or so it says, oh it says, Well, it says, uh, it says next. What do I do? We troubleshooted just now, right? Okay. All right, so I'm back to the main dashboard. Uh,
33:00
Speaker 2
Perfect. Back to your app. Open the lynx's app and same thing. Add a note. Yes. Next. Yeah. Yep. We did. Troubleshooting. All right. Replace it again and set up a new product. Add a note
33:00
Speaker 1
All right, hold on, still loading, still loading the devices. All right, so [silence] My nodes are still loading. Do you want me to[silence] before I hit the three lines you may wait till that completes? But it's done. Okay, there it goes. It says. Right, so three lines. Goethe setup uh [silence] Set up a new product. Add a note. Go through. Next. Make sure everything is is finished starting up. [silence]
34:00
Speaker 2
Shut up on your network. And shut up on your product.
34:00
Speaker 1
Yep. One of them's blinking. All right. All right. Thank you. [silence] Oh, I'm back and it says that we didn't find your node, but it's white. Well, the other one's blinking too white. Okay. Okay. I'm not closing it. Well, yeah, blinking white. Now both of them are blinking white. [silence]
35:00
Speaker 2
How many are white? Is it just one or two? Okay. So just ignore the app, it's just a glitch. Um, but let the- the app finish the setup though. Do not close it. The other one you said is blipping white? Right? Blipping white. And the other one is solid white. Mhm.
38:00
Speaker 1
So,
39:00
Speaker 2
Okay. All right. Okay. Now, what do you see on the app? [silence]
39:00
Speaker 1
And see if they're loaded on. OK. All right. I'm at the dashboard. It's loading up. Now, everything's loaded up. So I just go to the nodes, see if they're active. Nothing. They're all, they're all activated. [silence]
40:00
Speaker 2
Yeah, go back to the main page. Yes, go back to the main page. And no exclamation marks, right? All online.
40:00
Speaker 1
They're all good? All right. So, I got one that goes in the basement here and the one goes in the other room. Hold on. Let me load this one up. I can also unplug it and just take one of them. One of them there now. All right. Doing it right now. All right. I'm going to grab while that one's loading up. I'm going to grab the other one and take it downstairs. Is that okay to do that? Or should I wait for this one to load first?
41:00
Speaker 2
Okay, good. You can move the child nodes now to where you want them to be. That okay. Yes. No, that's okay. You can you can move that now. All right.
41:00
Speaker 1
okay I plugged the other one in that one's blinking blue I'm gonna go back upstairs to the second one that I plugged in both up the first one I plugged in back up okay the one's white right now the one I just plugged back in the first one the one I just plugged in back down stairs both up [silence] It's white now. Yep. Looks good, appreciate the help. Oh, no. I'm good. I did glad I got it glad you helped me. I appreciate everything, Daryl. Thank you. Bye bye.
44:00
Speaker 2
All right. I guess everything is working now, right? Very much, welcome. Do you have questions? Anything else I can help you with? Very much. Welcome. Happy that I was able to help. But if nothing else, this is Gerald. You have a nice evening. You take care. You're very much, welcome. Bye bye.
46:00