V2 Rubric Detail — d9779310-5fb8-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 01:58
Duration
22m 58s
Contact
Jay Otto
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
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, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall20.4% (-15.6)

V2 Grader Summary

The agent failed to resolve the flashing red child node issue, providing inaccurate technical guidance (wrong LED colors, incorrect reset duration) and abandoning troubleshooting in favor of a sales pitch. Despite the customer's repeated attempts and visible frustration, no tools were used, escalation was omitted, and no clear next steps were provided, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Jay) reports one red child node on MX2000 Velop system. Agent provided incorrect reset duration (30s), referenced non-existent pink/magenta LEDs, and used 5-press pairing (invalid for this model). Issue unresolved; agent pivoted to hardware upsell without offering self-help or escalation.

Troubleshooting Steps
  • Asked distance between node and parent.
  • Instructed customer to move node closer to parent.
  • Guided a 30-second reset (incorrect duration).
  • Attempted 5-press pairing on mother node (wrong method for model).
Key Observations
  • Agent incorrectly stated reset duration as 30 seconds (should be 10–15s for Velop).
  • Referenced pink/magenta LED states not present on MX2000 (valid states: solid/flashing blue, solid red, solid amber).
  • Applied 5-press pairing method, which is exclusive to Cognitive Mesh (LN/MBE), not Velop MX series.
  • Failed to collect serial number or confirm model despite troubleshooting hardware issue.
  • Pivoted to upsell without resolving issue or offering self-help path after customer declined.
Positive Highlights
  • Agent acknowledged customer by name (Jay) multiple times, showing basic personalization [03:00, 04:00, 22:00].
  • Agent correctly identified the topology as a Velop mesh system and attempted to isolate the child node issue [01:00–02:00].
  • Agent advised moving the node closer to the parent, which is a valid initial troubleshooting step for mesh connectivity [01:00].
Agent Errors / Gaps
  • Incorrect reset duration (30 seconds instead of 10–15 seconds for Velop MX series) [06:00].
  • Misidentified LED colors, claiming the node should turn pink or magenta, which are not valid states for MX2000 [08:00].
  • Used 5-press pairing method on a Velop MX2000, which is not supported; this method is for Cognitive Mesh models only [09:00].
  • Failed to collect product serial number or confirm model definitively despite hardware troubleshooting [entire call].
  • Falsely claimed that purchasing a new MX6200 or MX4200 would extend warranty coverage to old routers [14:00–18:00].
  • Did not offer any self-help resources (KB article, email, chatbot) after customer declined upgrade [20:00–22:00].
  • Introduced unprofessional humor ('the child is a little bit naughty, it needs a spanking') [21:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Child node remains flashing red by end of call; no confirmation of resolution or stable connection achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed customer to move node closer and perform reset/5-press, but skipped key diagnostics like modem test, web UI check, or firmware verification.
R3 Not Met Correct resolution path conf 96%
Agent abandoned troubleshooting and pivoted to upsell newer models (MX6200/MX4200) instead of providing best-effort fix for out-of-warranty MX2000.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (flashing red) and asked about distance, but failed to diagnose root cause through systematic questions (e.g., WAN status, parent node health, interference).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote session, web UI access, or diagnostic checks; relied solely on verbal instructions without validating results.
T3 Not Met No misinformation conf 97%
Agent referred to LED colors as 'pink' and 'magenta' — correct color for MX2000 setup is solid purple; also incorrectly advised 30-second reset for pairing, which contradicts KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set basic expectation about warranty status and offered help, but call lacked structure, had long silences, and drifted into sales pitch without regaining control.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple language but failed to confirm understanding, repeated unclear instructions, and did not adapt when customer showed confusion about upgrade vs. repair.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not own the issue — shifted focus to selling new hardware instead of resolving the node problem; no follow-through on original request.
O2 Not Met Proactive follow-through conf 93%
No clear next steps provided beyond purchasing new equipment; no timeline or actionable plan for resolving the current node issue.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue persisted after multiple attempts, yet agent did not escalate to higher support despite unresolved hardware/software fault.
E2 Not Met Escalation prep & handoff conf 94%
No escalation performed; customer left without being informed of proper escalation path or engineering support option.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent acknowledged warranty status and offered help, but empathy was minimal and overshadowed by sales focus; closing remarks were polite but generic.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a calm tone but failed to adjust pace or content when customer expressed confusion; continued with upgrade pitch despite unclear engagement.
X3 Not Met Overall experience conf 92%
Customer repeated movements (unplugging/replugging node), received conflicting LED guidance, and was burdened with unnecessary upgrade research.
Call Transcript40 turns · 42 lines
Speaker 1
I think so. [silence] What are these called? A mesh? [silence] What's this called? [silence] What's the name of this? [silence] A what? [silence] is called J-A-Y-O-T-T-O J-O-T-O.
00:00
Speaker 2
Welcome to Lynksis 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.lynksus.com. Please have your device's serial number ready. For assistance, press one now. For out-of-warranty products, paid service providers, 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. Thank you for calling Lynksupport. My name is Nathan, and I know who I'm speaking? Jay. Is this your first time calling us, Jay?
00:00
Speaker 1
This year, it's been a while. We have three of the Linksys SYF, mesh, Wi-Fi mesh, the velo full up. And two of them are working but one is not. It's red. It's red. It's red. Yeah. And from the mother. J about how far is it from the mother? 50 feet. About 15 feet.
01:00
Speaker 2
All right. All right. Tell me how can I help you today? Um, What do you mean it's not working? Can you explain? Can you give me more? Red. How far is it? Yes. Um, have you tried bringing it closer to the mother? Um,
01:00
Speaker 1
No, I don't know what to do. So unplug it and take it closer. Okay. So I need to unplug it and take it close to the the other one. Okay. Okay, let me see. Yeah. Yeah. It's a about a 10,000 square foot house. So there's three. There's three. Okay, let's see.
02:00
Speaker 2
okay. can you try to bring the yes yes go ahead i will wait for you yes please you have three of this one right this is an M X 2000 big.
02:00
Speaker 1
Let's see. I'm close. Okay. I'm, I'm getting ready. I'm gonna plug it in now. Just just give me one second. Okay. Oh. Oh. Okay. Okay. Okay, now I've got it plugged in. And it's blue, flashing blue. J-A-Y.
03:00
Speaker 2
around less than five feet. Not more than. Okay, uh your name again? All right. Okay, all right. [silence] okay, uh your name again? All right. Okay, all right. [silence]
03:00
Speaker 1
Okay. Yes. It's red. now it was flashing. Now it's blue. Solid. It is.
04:00
Speaker 2
auto. OTO. Okay? Um, just to set the expectation, your router is already out of warranty. I'm doing this, the basic troubleshoot thing that we can help. I believe this is simple. I can help you with this one. If it turns out that it this is complicated and the problem is more than this, I will give you an offer. The first one will be paid connect and the other one is email, which is free. But I hope this will be fixed. My simple troubleshooting. It's not a troubleshoot thing, it's basic testing only, right? Tell me, what is the color of the light now? Solid? Solid? Okay. It's working right now.
04:00
Speaker 1
So, okay, before I go back. Oh, okay. Where are you at? Oh, now it's red. It's red. Flashing, flashing red. Lashing red.
05:00
Speaker 2
wait for it, give it around 2 to 3 minutes. Okay, uh, ONCE, it becomes, it's still solid blue in the next, after 3 minutes, meaning it is working, you can plug it back to the location. I will wait. hmm.
05:00
Speaker 1
It's still flashing red. Okay. The, reset. Okay, press and hold it for 3 seconds. Okay. 1, 2, 3. Let go. Oh sorry, 30 seconds.
06:00
Speaker 2
it becomes solid solid red plausible red press and hold the reset button for 30 seconds red zero 30 no no 30 30
06:00
Speaker 1
okay? flash I should have okay it's blue flashing blue okay it's flashing blue flashing flashing blue blue it's flashing flashing blue blue flashing flashing blue blue still flashing blue
07:00
Speaker 2
Oh the inside that's flaky right? wait for it it should turn purple the mother node is it what is the color is it solid blue flashing blue or anything there's nothing else? mother node as well Okay Tell me the mother node or the primary What is the color of the light on the primary node Oh
07:00
Speaker 1
it's yes and this one is still flashing blue okay it's still flashing there it is it's pink solid pink solid pink
08:00
Speaker 2
Is it solid blue? Solid blue. Okay. It should turn magenta or pink? Wait for it. Mm-hmm. Well, it's... Mm-hmm. Wait for one minute more.
08:00
Speaker 1
what is that okay okay I'm here on the mother Okay, press and release five times. Okay, one, two, three, four, five. Okay.
09:00
Speaker 2
[silence].
09:00
Speaker 1
Okay, that pink is flashing. Now it's red flashing. Red flashing. The mother node is blue, solid blue. And the child is flashing red.
10:00
Speaker 2
[silence]
10:00
Speaker 1
Paris and I left it at that. We would connect again at our latest dwelling years from that point.
11:00
Speaker 2
It turns solid blue. [silence] Tell me the caller now. Wait, wait. It's still two minutes. It will take around four minutes. Yes... Now, it's working now.
11:00
Speaker 1
Okay, should I wait before I unplug it? [silence] Okay. I'll wait. Oh, it's red again. Shoot. [silence] Okay. Okay. Yeah. [silence] Okay. [silence] Okay. Okay, so? [silence] What's that with the motherboard?
13:00
Speaker 2
yes, upgrade it. It's a little bit slow. Upgrade it to MX 6200 it will cost you around 150 or upgrade to MX 4200 it cost you around $70. Now, with this upgrade, you buy a new new higher model router, you will get a three years warranty. And the three years warranty is carried to the new to the old routers. Your MX 2000 that says all out warranty since you have a new router within the warranty, it will be covered. Okay. That's a good thing. You just need the one, all the rest of the old one will be covered in the warranty. That's a good thing. At least you don't have to pay in the next three years, you will have a. And more importantly, your mother node is a stronger and it will be better. We bigger coverage. Okay, take note of the time. Now tell me what is the color of the light? It's blue. [silence]
14:00
Speaker 1
okay so first of all tell me okay if this happens again I bring it over to the mother to the bring the child and I push I push the child no child no reset button okay button for 30. okay uh-huh press and hold okay.
15:00
Speaker 2
Okay, bring it back. Mm-hm. 30 seconds. Yes. 30 seconds. Press and hold, okay? Press and hold. Wait for the light to become pink or magenta.
15:00
Speaker 1
until it turns pink. Okay. Then after that, so press press and release five times. Okay. Okay. Okay. And then I go back to the child node.
16:00
Speaker 2
Go to the mother node. Press and release. Do not hold. Five times. One press per second. And then wait. Five minutes. It should turn blue. Two minutes more. Make it seven. Yes. One press per second. Wait until become solid blue.
16:00
Speaker 1
Okay. Okay. So tell me, the upgrade would be an MX, what? 160 for $170? That's buy or Amazon or Amazon? Okay.
17:00
Speaker 2
[KEEP_UNCERTAIN] Uh, usually it lasts around 4 to 5 minutes. It'll turn red and go back to sold blue. Once it becomes sold blue for the next 7 minutes, then move it to the origional location. The DK 6200 uh, for $600. For no, no. Uh, 6200- is around 150 to $200. You can buy get it through Best Buy or Amazon. That's the high end. Now, the regular one by or or Amazon. Yeah, the cheaper version is not as strong but the same technology is MX-4200.
17:00
Speaker 1
72. $100. not as dog. Okay. dog. Okay. And they're they both can be purchased at Best buy or Amazon. Okay. And that's a three year. Okay. And they both have three year warranty. Okay. I'm sorry, what was that? Mm-hmm. Okay. The new warranty will? Okay.
18:00
Speaker 2
[silence] around 70 to 100. it will give you three years warranty as well Best Buy, Amazon Walmart as well if you have nearby Walmart. Correct. And the warranty is being given to the old routers. The new warranty will cover the old devices as well. Yes, it will cover the old routers.
18:00
Speaker 1
old, old router. So this MX 4200 or MX 6200 is just in addition to what we have here? Oh, mother node. This is the mother node. Okay. Okay. Okay. So this is, this will just replace the mother node. Okay. Okay. Okay. And it is blue, solid blue. Thank you.
19:00
Speaker 2
So we will support the old routers as well using the new. Ok. No, they should. This will be the new mother, No, this will be the bigger one. This will be the big mama. Yes. Yes. Your existing mother node is MX 2000. That's a little bit smaller, weaker. We will replace it with something bigger. Call us. Oh, that's good. That's good. [silence]
19:00
Speaker 1
[KEEP_UNCERTAIN] If we decide to go with one of these upgrades, we call you back, call you to set it up? Okay. Okay. Okay. Oh, okay. Very good. Okay, all right. We'll, well, thank you. Thank you. We'll go look at this and, um, look at our budget and see what we can do. I think that sounds like a good deal. Can you, um, can you, can you hang on for a second while I move it to the other location? silence
20:00
Speaker 2
Call us. Yes. Yes. And then tell the technician, you make the new mother node, a new device at the mother node. You can keep the old Wi-Fi, just make sure, okay, I want to keep the old Wi-Fi and old Wi-Fi password, so that all other devices will automatically reconnect. I don't need to configure all the rest of the devices. They can help you with that one. All right. All right, then. Yeah. Yeah. Yeah, you did. All right. Sure. Yes. no means go ahead, I will wait for you. [silence] Thank you. The child is a a little bit naughty, it needs a spanking. I'm I'm just joking. [silence]
20:00
Speaker 1
[DOWNWEIGHT] oh no. [silence] Did I lift you? [silence] Okay. Okay. Okay. Okay. It's blue. [silence] So it's it's it's the all broken. Okay. [silence] Okay. Thanks. Thanks very much. [silence] And um we'll look into that. Yes. Upgrade. Uhm. Cost that um what. [silence] We've been told. Okay. Okay. You too. Bye bye. Bye. [silence] Bye. [silence]
22:00
Speaker 2
Oh, I'm here. I'm here. All right. It'll blink blue, just one or two minutes. He's a very good. It will, it'll reconnect. Okay. All right. Thanks, Jay, for, thanks for calling auntie and I'm glad to be of help and I hope you have a good day ahead of you and good health. Have a nice day. Bye bye. [silence]
22:00