V2 Rubric Detail — d633d9f6-6f59-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:18
Duration
30m 26s
Contact
Glenn Temef
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.2% (+43.2)

V2 Grader Summary

The agent followed a technically sound path using correct procedures for the MBE7000, but failed to achieve resolution during the call. While ownership and next steps were clear, communication lacked consistent adaptation and empathy. The issue was advanced but not resolved, resulting in a partial resolution outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue; ended with a factory reset and scheduled callback, leaving the system non-functional at call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempted Wi-Fi verification, router access, 5-press pairing, and reset, but skipped key diagnostics like ISP check or wired speed test.
R3 Met Correct resolution path conf 93%
Agent chose a reasonable path: factory reset and callback, appropriate for persistent mesh pairing and UI access issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptoms (no UI, node not visible) but failed to ask about ISP status, modem health, or perform systematic band/interference checks.
T2 Met Appropriate tools / resources used conf 94%
No remote tools or logs were available; agent correctly used standard procedures (web UI, 5-press, reset) as the appropriate tools for the scenario.
T3 Met No misinformation conf 97%
Instructions (5-press on MBE7000, 30-second reset, default SSID 'setup F17') are technically accurate per KBs for Cognitive Mesh models.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent provided steps but with unclear transitions, long silences, and no framing of the overall plan or expected outcome.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'MBE', '5-press', 'solid blue' without consistently confirming understanding, but did repeat instructions when asked.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and committed to a callback, demonstrating ownership of the resolution process.
O2 Met Proactive follow-through conf 93%
Set clear next steps: factory reset, wait for solid blue, perform 5-press, then agent callback at agreed time (tomorrow ~6 PM).
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or evident; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—agent was actively troubleshooting and planning a follow-up.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'something’s wrong with the router, man'—slightly dismissive—but remained solution-focused and offered encouragement ('We can do this, man').
X2 Partially Met Tone & rapport conf 86%
Agent repeated instructions when needed and adjusted slightly after confusion, but continued with rapid-fire technical steps despite customer hesitation.
X3 Partially Met Overall experience conf 84%
Customer had to repeat network names and perform multiple manual steps, but agent did streamline by guiding directly to 5-press and reset as a final path.
Call Transcript52 turns · 55 lines
Speaker 1
This is lens-ist technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a lens-ist specialist. Hi, Glenn. You there? Yes. I'm [ silence ] alright. We good. We connect. Can you tell me what is the update status on the lens-ist app after you rebooted laptop? Um Um Yes. Continue. Uh-uh. Um
00:00
Speaker 2
Hello. Hi. Yes? It came. I think it came back to a screen that says, first, it came back to the screen that says, carton 2.4 has no internet connection. And then it says troubleshoot or replace Linksys router nodes. Did you want me to bypass that continue without? Just say continue without. Okay. Do you want me to just now, go ahead and click again on that Linksys app, right?
00:00
Speaker 1
just alright. there are two devices. can you check the Wi-Fi name is the same as [silence]
01:00
Speaker 2
OK, so I just d gibberish. Getting Router settings internet online, but it shows zero license, 0.0.
01:00
Speaker 1
Go to Wi-Fi settings. Just verify if the Wi-Fi name is the same and the password as well for the 4 and 5G Upper left Wi-Fi settings. All right. Upper left side of the screen. There are three bars. Click at one. Go to Wi-Fi settings. Okay. Go to the Wi-Fi settings. Just verify whether the Wi-Fi name is correct.
02:00
Speaker 2
Sorry, you broke up on that last time. So you want me to go to where I have a list of all the different choices? I don't totally understand. What do you want me to select?
02:00
Speaker 1
It's correct, right? You using the correct. No, no, it should not. No, no, not that one. Go to the left side of the screen. Wi-fi settings. You see that one, right? the network name is the network name is linksys-bahug router. is this a correct network name? uh, okay.
03:00
Speaker 2
[silence] Like when I go to Wi-Fi settings, it says devices will disconnect restarting your router, temporarily disconnect. So I don't want to do that. Um, but if I go, but if I Yeah, but if I go to, yeah, and I I'm connected to my network, the the 2.4, uh, version of the of the Wi-Fi. No, um, my, my network name is, uh, is Cardone 2.4. I've got Cardone and Cardone 2.4. I think. Car-don. Like C- A-don or Car-don 2.4 or going 2.4. Yeah. Is what?
03:00
Speaker 1
Connected devices are connected to the NBE. The NBE y by name is Gardner. And then we verified under the NBE that two point four and the wide be are named Gardner as well. That's what I'm trying to get. So it's valid. And yet, you still have zero devices and zero nope. That's strange. Mhm. It puzzles me. It should not work this way. But anyway, do you have a computer that we can work with? Okay. Can you connect a computer to your Gardner Wi-Fi? Yeah. As long as they're connected.
05:00
Speaker 2
I'm sorry. Yeah. Yeah, it's connected now. It's in front of me.
05:00
Speaker 1
Open the browser and visit the router page, my router.local. That's okay. That's also valid. [silence] Tell me what can you see? You see the blue screen. [silence]
06:00
Speaker 2
I think I just typed in the link, it says it comes up 192.168.100. I'm. Okay. It's working. It's connected, hasn't connected yet. It's still just showing now down at the lower No, not yet. It's connecting but nothing so far.
06:00
Speaker 1
I'm afraid it could be down. Starlink. Can you type my router dot local? Yes, dot local.
07:00
Speaker 2
Maybe this link is not... Should it be 192.168.1.1? Say it again. Can I do that? My router... ...did you say local? L-O-C-A-L, right? Okay, yeah, the blue screen came up. It says unexpected error 2-1, 2, 3. And I'll say okay.
07:00
Speaker 1
Tell me what is the screen? You don't see any links at Wi-Fi or something like that? Yeah, please. Whatever that local and then click okay. Something's wrong with the router, man.
08:00
Speaker 2
I just see like a blue screen but there's no log in or anything on it. Now maybe I should try that again, do that I routed that. It's up. Unexpected error 2123. Please visit our technical support site. Um to say okay. Or do I visit the technical support site? Silence
08:00
Speaker 1
[silence]
09:00
Speaker 2
It's not going. I went, before I went in and got to the login screen. Let me just try that one. One. Okay, so this, I just went under the link says remote management.com. Did that work? And it says, oh, but it says password reset. Now maybe that's not like it says a password reset. So you want me to try to reset the password? Can I just use the same password again?
09:00
Speaker 1
Hi. Hi, I'm Mr. Thomas. I need some help. I think I lost my device. Here's a tag and here's my name, Thomas. Let me check here. Yeah, that's what I'm saying. Here's the email address for me. Uh-hmm. Route her up. Using the router, not the email address.
10:00
Speaker 2
It says something about that's invalid, but then it then it took me into the link says smart wi-fi sign-in. So I'll maybe try signing in. You know, oh
10:00
Speaker 1
still having trouble right but you have internet just that the router is not accessible yeah, you cannot manage,
11:00
Speaker 2
no, no, it's not, it didn't give me that choice, it just gave me, it asked me for my email address and my password it doesn't doesn't do anything yeah, it doesn't, yeah, it doesn't show the nodes or
11:00
Speaker 1
[ ] the nodes using the computer. You cannot monitor nodes using the app. That's that's why you cannot add the router. the child node. [silence] Did you try it up? I Yeah. Okay. E what were you gonna and Okay. There's a solution that I this is a quick one. you can add the additional child node LN300 using the five steps or five press. What you gotta do, press the reset button on the MBE7000, press and release one press per second and do it five times. Make sure that the MBE is nearby around 2 to 3 ft away, and it is blue color. [silence]
12:00
Speaker 2
That's weird though. I mean, it's, it's, it's... Go ahead. Okay.
12:00
Speaker 1
I've tried that one. And then times yes press and release do not hold. And it very well should be at least one click per second a click click something like that. And then bring the child node nearby around three feet away two to three feet away from the mother node. Let's try that first. No no it's okay it will not it will not it will not it just reset is just to discover it will not stop the internet don't worry.
13:00
Speaker 2
Okay. Okay, so, okay, so I'll go to the main router, the MB 7000, and I press the reset button five times. Okay. Okay. And then, and then start like again, you'll have to call me back because as soon as I hit the reset, I'll lose you, right? All right. It won't stop it. Okay. I'll move the, uh, move the new node like close to a close by. Mhm. [silence]
13:00
Speaker 1
Click, click, click. Uh, click something like press and release, do not click, click. Click something like that. Okay. Release. That's it. Mhm Hmm. And then just wait.
14:00
Speaker 2
you're live okay so when I click it five times do I need to watch the lights or anything like that or just click it five times and then just don't need to look at the lights and I and and then say it again I just hit it five times and then and then just I don't need to look at the lights and then I'm just Bye Times and then okay I'm going to start clicking now so one two
14:00
Speaker 1
Yes. Elinor, do you react?
15:00
Speaker 2
three four five There'll be easy. We'll ask you. [silence]
15:00
Speaker 1
Yes. I'm here, I'm there. How's it? What's happening? On the child note, child note, what is the color? Is it blinking? Hmm. How about the MBE 7000? Uh huh. but the ell and is still a solid blue, right? Can you press the reset button on the child side? this time, I need you to press and hold it for 30 seconds. 3 0 seconds. [silence] [silence] [silence]
17:00
Speaker 2
It's got a light green color. Solid. Yeah, the knob is solid blue. Yeah.
18:00
Speaker 1
Okay. It turns red, right. Mm-hmm. Ah, okay. That's good. That's good. That's what I wanted.
19:00
Speaker 2
Okay, I just released it. Now it's flashing blue. it's a flashing blue. It turned red when I was holding the button down. Some flashing blue very.
19:00
Speaker 1
Sure. uh, solid blue or blinking blue? uh, uh, Uh-oh. Press the Erase button again on the m&n E 7000. Uh, uh, by the way, how far is the child node to the MBI? Okay, that's good. Uh, uh, uh, we're say 4 inches. Uh, uh, can you go to the main node? And then, uh, do the pipe-press-did not hold. Uh, uh, press and release five times. Uh, within 5 seconds. Uh, uh, and then, uh.
20:00
Speaker 2
It's still flashing. Now it's solid. Just stopped flashing. Okay. Probably about, five seconds. Okay. Okay We're just gonna go to the back real quick. Okay. Okay. So in here.
20:00
Speaker 1
All right. That's good. [silence]
21:00
Speaker 2
Again. [silence] Okay, the node light is flashing blue again. [silence] Now it's more of a good yellow kind of color. [silence] Flashy still. (light beeping) ARLO PRu1 one hundred eighty two nine six zero four, you're so late. (light beeping) [silence] the time is now 1957. (computer ding) Checking camera settings. (phone ringing) [silence] Loading. GPS verification. GPS signal confirmed. Selected mode is security mode. Buying price is 26.00. (arpeggiated beeps) Loading chip. (slight melody) [silence] It remains yellow one. (mounted roarthrough)
21:00
Speaker 1
until solid white should be good means it's connected all right your child node is already connected our problem is we cannot see it we cannot manage it now there is most likely my advice is we may need to reset the MBE 7000 start it over again and then all the nine child nodes we have to
23:00
Speaker 2
It's still flashing, kind of a... more of a white. Kind of a whitish color. It's steel... it's still flashing. I think it just went solid. Kind of a solid white light.
23:00
Speaker 1
reconnect them this will take at least 1 hour to 2 hours do you have the time or you wanted to schedule it another one [silence] there's another way there is another way to do that one. you can connect to Starlink, right? your phone. so that they can talk to you? or do you have any other phone that can connect to Starlink? you don't have one. okay. all right. all right. [silence] let's start first. do we need to connect the phone to the tablet, then we can use the Starlink through the tablet? so audible through the tablet then you can talk to them. oh yeah. okay, I can dial it here connect your phone to the tablet. and they'll call your phone and you talk through the tablet. through the computer. right.
24:00
Speaker 2
Yes. Yeah. Yeah. No, this is as good a time as any. So, because now the only thing is is again if we reset it like once we resent it, like I won't be able to talk to you, right? Once it's it's disconnected. Hmm. No. Yeah, I just have the one phone.
24:00
Speaker 1
Can you verify the L and 1200?
25:00
Speaker 2
Okay, let me just um, I just went to my list of networks. So I don't see it listed as a separate node, so it must be, it might likely be connected to the to the mesh now. That's what you figure, right? Okay. Okay. Right.
25:00
Speaker 1
tomorrow. Let's say around 6 o'clock earlier tomorrow so that we have a longer waiting time. I can give you a call back tomorrow if you want. If you are free tonight, we can do this. Watch one. Yes. All right. All right. This is what you're going to do. We will be offline for the next 10 to 15 minutes. We need you to factory reset the router, the MBE 7000. Press and hold the reset button 30 seconds. And then after that, it will turn magenta.
26:00
Speaker 2
I'm, well if you have time, I don't know what your schedule is, but um, I have a free evening, so I would I'm just seem like to get it done sooner than later. Figure out what's going on here. Okay.
26:00
Speaker 1
who, who, solid blue. Once you're solid blue, you press the reset button five times, one, who, who, three, it fails, can you make it easier to connect to the internet? Take note, you will lose all your Wi-Fi names. It will go back to the default Wi-Fi name. The default Wi-Fi name is spell of setup, uh, I think better of set up F17. Then find it underneath the MBE 7000 and the Wi-Fi name is also underneath our Wi-Fi, spell a spell that F17? You see it? Yeah, can you check? Check? You see the Wi-Fi, you see it right? Well, okay, set up F17? You see it?
27:00
Speaker 2
Okay. All right. Yes. Yes. pencil crayon needle. Planters, needle. Land, the, okay, needle, garden, needle. Uh, what where am I? See that? Yay. Oh, I see it as the name on the bottom of the uh, on the label. It says, the, uh, to set up the Wi-Fi, develop set up. F.
27:00
Speaker 1
Yes, and then the pass, yes. That's also the password is also there. You need to connect your phone to that Wi-Fi name and then run the link setup. It will start to... Anyway, once you are connected to the Wi-Fi service, press the connection. Let's go back. Let's go back. Erase. You'll back to the reset router the MB7000, press the reset button for 30 seconds. You will disconnect to me. You will hold it. And then wait around two to five minutes. It will solid blue. Once it's solid blue, you press the reset button five times one two three four, five. That action will connect your router to the internet. It will establish the internet. But your Wi-Fi name is still the same as the default that is.
28:00
Speaker 2
one seven, yeah. [silence]
28:00
Speaker 1
develop. Setup F17. You connect to your phone to develop that F17 and use the WiFi name password so that you can have internet. Then I can call you back so that we can continue with the setup. That would be in around 10 to 15 minutes. Okay? Yeah. Do it. I will give you the call back. Okay. Good luck to us. We can do this, man. We can do this, man. Uh, better do this now rather than later. Go. Reset. I will wait for you to disconnect. Vai. Go. If we get disconnected, don't worry. I will be cool.
29:00
Speaker 2
Okay. All right. Okay. I'll. Okay. Yeah. Okay. All right. Yes. Okay. All right. I'll start right now. Okay. Here we go. Okay. Okay. I'm holding the button down now.
29:00