V2 Rubric Detail — cc8159ca-7980-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 21:22
Duration
16m 24s
Contact
Saumil Sheth
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136080
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1201 - child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall60.8% (+4.8)

V2 Grader Summary

Customer confirmed LN1200 achieved steady white LED and expressed satisfaction, indicating issue resolution. However, agent provided materially incorrect technical guidance by instructing invalid 5-press method on MX6200 for LN1200 pairing and referencing non-existent 'magenta' LED, violating KB and justifying Not Met on R3 and T3 despite successful outcome.

V1 Case Analysis

Customer unable to connect LN1200 child node to MX6200 mesh. Agent guided reset of child and incorrect 5-press reset on parent. Child reached solid white; no confirmation of mesh stability or internet connectivity.

Troubleshooting Steps
  • Confirmed device models (LN1200 child, MX6200 parent).
  • Guided customer through factory reset of LN1200 (30-second hold).
  • Advised placing child node close to parent.
  • Incorrectly instructed 5-press reset on MX6200 parent.
  • Waited for LED to stabilize to solid white on child.
Key Observations
  • Agent incorrectly advised 5-press reset on MX6200 parent to pair LN1200 child — this method is not supported on Cognitive Mesh nodes (LN12xx, MX62xx, MBE7xxx).
  • Agent referenced a 'magenta' LED color at [06:00], which does not exist in the LN1200 LED palette (only blue, white, red).
  • No serial number was collected despite asking for it at [01:00] and [02:00].
  • Warranty status was correctly stated as out of warranty, with clear explanation of support limitations.
  • Customer observed child node reach solid white, suggesting possible resolution, but no functional verification (e.g., internet access, device connectivity) was performed.
  • Agent used empathetic tone and summarized steps, but technical guidance was materially incorrect.
Positive Highlights
  • Agent correctly identified parent/child topology: MX6200 as parent, LN1200 as child ([03:00]).
  • Provided correct factory reset procedure for LN1200: 30-second reset button hold ([06:00]).
  • Advised placing child node close to parent to improve signal, aligning with KB Path A for red fading pulse ([04:00]).
  • Communicated warranty status clearly and set appropriate expectations for out-of-warranty support ([05:00]).
  • Used empathetic tone and thanked the customer throughout the call ([15:00], [16:00]).
Agent Errors / Gaps
  • Advised 5-press reset on MX6200 parent to pair LN1200 child — per KB (led_cog_mesh_group_c_ln12xx.md and universal_5press_models.md), LN1200 and MX6200 are Cognitive Mesh nodes that do not support 5-press; pairing must be done via web UI (http://192.168.1.1) or app.
  • Mentioned non-existent 'magenta' LED color for LN1200 at [06:00] — correct colors are blue, white, and red only (led_cog_mesh_group_c_ln12xx.md).
  • Failed to collect serial number after requesting it twice ([01:00], [02:00]).
  • Did not verify successful mesh integration (e.g., internet access, device connectivity) before closing.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms LN1200 is steady white and says they can unplug the other node and bring it back upstairs, expressing thanks.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and proximity but skipped parent node status check, web UI verification, or signal diagnostics.
R3 Not Met Correct resolution path conf 93%
Agent instructed 5-press on MX6200 mother node to pair LN1200 child, which is invalid per KB; correct method is Pair button or web UI.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified flashing blue/white/red symptom and suggested reset but did not ask about firmware, Night Mode, or prior setup to isolate cause.
T2 Not Met Appropriate tools / resources used conf 92%
No use of web UI (http://192.168.1.1), signal diagnostics, or dashboard confirmation — tools available and relevant were not used.
T3 Not Met No misinformation conf 96%
Agent instructed 5-press on MX6200 to pair LN1200 — not supported per universal_5press_models.md — and referenced non-existent 'magenta' LED.
Communication
C1 Met Clear & professional language conf 91%
Agent maintained call control, guided steps, summarized actions, and closed clearly despite interruptions.
C2 Partially Met Confirmed understanding conf 86%
Used informal tone matching customer but introduced confusion with 'magenta' and unclear 5-press instruction without model-specific validation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case end-to-end, did not transfer, and followed through on resolution steps.
O2 Met Proactive follow-through conf 89%
Provided clear next steps: reset child, wait 3–5 minutes, observe LED, then relocate; confirmed expected outcome (solid white).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was needed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Acknowledged warranty status and offered support, but empathy was procedural ('that's okay with you') rather than personalized or emotionally attuned.
X2 Met Tone & rapport conf 90%
Matched customer’s casual tone and kept engagement high despite technical complexity; maintained rapport throughout.
X3 Met Overall experience conf 89%
Avoided redundant steps; guided customer through single reset sequence without unnecessary repetition or holds.
Call Transcript24 turns · 27 lines
Speaker 1
Welcome. Hi, this is Somil Chef. How are you? Somil Chef. S-A-U-M-I-L is my first name, Somil. My last name is Chef. S-H-E-F. Somil Chef.
00:00
Speaker 2
Welcome to Lynx' Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynx.com for more information about your product. Thank you for calling Lynx. My name is Neva. May I know who I'm speaking with? I'm good. Your name again? How do you say your name, sir? All right. Can, this is your first time calling on support, right? [silence]
00:00
Speaker 1
So, I have, uh, other, a Linksys, uh, Wi-Fi system, and last year I added this, uh, LN100. And some reason it's not connecting at all to my Wi-Fi, everything else is. But this LN100 is not... LN1200, I'm sorry, not 100. My fault, I made a mistake, I apologize greatly. Thank you. Uh, I mean, what do you want me to give you? I have, I have the serial number.
01:00
Speaker 2
Mm-hmm. Let me find the ticket. Okay. What size board? Mm-hmm. LN100. Okay. Oh! 1200. Mm-hmm. That's all right. That's okay. Now, what is the mudder node? What is the model? It's also LN1200? Uh... 70? Yes. Can you give me the serial now? My L and 500, uh, you, did it came in three packs or three packs or single? [silence]
01:00
Speaker 1
Linksys, I also have the MX 6200 and I have, yeah, that's, yeah, MX 6200 is what it's tied to. So it goes from my modem to the MX 6200, right? And then the MX 6200 is my, my then the 1200 matches up with my, with that one. One, just one and then 1200 I'm trying to hook up. Everything else is hooking up fine. Okay, so bring the LN 1200 down and plug it in? Okay. Hold on one second.
03:00
Speaker 2
62. All right. Yeah. Mother node. All right. So, how many LN do you have? One, two, three or four? One. All right. Yeah. Can you bring the LN to 100 near the MX 6200? I understand your mother node is the 6200, right? Yes. Yes. Yeah. Yeah. That too power.
03:00
Speaker 1
Sorry? Yes, okay. Hold on. Because it tried to just keep on turning it off and bringing it on and then it keeps on getting read. Well, it's not catching, you know. It's in two different roads in my house. Where will I plug this thing? don't have a plug for it. Okay. I'm about 10 feet away from it. Is that all right? Not even 10 feet, 3 feet away. [silence]
04:00
Speaker 2
Plug to power. Plug to power. Connect to the electricity. Yeah, which is fine.
04:00
Speaker 1
Uh, how long does it warrant for? Okay. Uh, not really, but, you know, let me tell you something, buddy. It's not really okay, but I have no choice. I have nothing to stand on. That just, just so you know. It's not okay. So I plugged it in. It's uh, it's just flashing uh blue right now.
05:00
Speaker 2
your router is already out of warranty. I will support you with the customer support, but just in case the router is broken, I cannot replace it but that'll be okay. this is one-year warranty Ellen you have the Sense 2024 but that's okay. I will the customer support connectivity issues, there's no limit for that plan. You can call us anytime, but if this is a hardware issue, if it's broken, I cannot replace. I hope you know that's okay with you. I don't think this is a hardware issue. [silence] sorry for that. All right, go ahead. Uh okay. go ahead. call her okay can you
05:00
Speaker 1
It's going to do this. It's going to flash blue, and then it's going to get to be white. It'll flash white and then go to red. That's what happens. Okay. I've done that. Now it's flashing. It turned off and now it's flashing blue. Okay.
06:00
Speaker 2
You press the reset button. Can you press the reset button and hold it for 30 seconds? 30 seconds. Pause the color now. Okay. Wait, until it becomes a solid blue or a magenta, as long as it becomes some solid. Tell me what is the ending color.
06:00
Speaker 1
Good pairing.
09:00
Speaker 2
to blink red. blink white with red. How is it now? to mother node. solid while. about the child node. is it blinking as well? [silence]
09:00
Speaker 1
Yeah, Okay. All right, the main one is still blinking. And now the Linksys is blinking thing, white, both are blinking white. Okay. Thank you. Where are you located?
10:00
Speaker 2
uh huh okay very good yes it will turn solid white eventually it will go back to red and then go back to white again wait for that it will take around three to five minutes right now I'm out of the country my family is from California Bakersfield
10:00
Speaker 1
Oh. Yeah. I can see that. I can see the lights. I like that. That's new. Okay, the main one's still blinking. And okay, the small one's now steady white. The 1200 is steady white. The mother notes still blinking.
11:00
Speaker 2
It's too much in California right now. I just wanted to take a break. [silence] All right, wait for that mother node. The mother is still looking for any other child node. And then if it cannot see then, yep, it will go back to white.
11:00
Speaker 1
So it just needed to be reset. Can I bring the other node back upstairs or do I need to wait for this one turns white? Just going to give that a minute and then.
12:00
Speaker 2
This is what you're going to do. It's happened when there's water old age update from the firmware normal thing. Bring the child near the mother node factory reset the child press the reset button on the mother node five times win the connection and then that's it wait 3-5 minutes it will reconnect. .point. Wait, wait. You have to wait for the one a martin node to that's it.
12:00
Speaker 1
Hey, I'm on the phone. My wife's trying to fix some of that issue we have with the Wi-Fi. [silence] well you know i'm just i'm letting it go for a minute let me go back downstairs and take a peak okay one more down the the jack okay So I think. So in that sense. Thank you. Okay. So now I can unplug the other one and bring it back upstairs. Awesome. Thanks for your help man. [silence]
13:00
Speaker 2
All now, right? Okay. Yeah, yeah, good. So, just to summarize, Homer, what you have done. We brought the child node near the mother, the mother node, making it to power. Wait till it comes blinking. Press the reset button for 30 seconds. Wait until solid blue, meaning ready for setup. Go to the mother node, run pipe, press and then wait for 5 to 6 minutes and then bingo it works. That's how it's done. For other devices, do the same except for the mother node. Do not press for 30 seconds the mother node, it will screw up everything. Okay? That's the only thing you need to avoid the mother node. And that's everything is, okay? Anytime. Yes. You want me to stay? I will do it right.
15:00
Speaker 1
Appreciate you. Thank you so much. This helps me out a lot in life and in my heart. Thank you so much. Thank you, buddy. Bye-bye.
16:00
Speaker 2
All right. All right. You can call anytime. There's no issue on the phone support. We will support you, even if hardware is out of warranty. Again, my name is Nathan. Thank you. Thank you and good day. Have a nice day. Goodbye for now. [silence]
16:00