V2 Rubric Detail — e0ba893c-709f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:12
Duration
33m 43s
Contact
Nirosh De Silva
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134767
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconguration

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall35.2% (+9.2)

V2 Grader Summary

The agent performed basic troubleshooting (5-press reset, LED check) but failed to identify the MB770's incompatibility with the MX6200 mesh system, leading to unresolved setup issues. While some ownership and empathy were shown, communication was unclear and customer effort was high. The case ended with a partial resolution due to incomplete diagnosis and lack of tool use.

V1 Case Analysis

Customer attempted to use MB770 as parent node for MX6200 mesh. MB770 is not a Velop/Intelligent Mesh device and cannot act as a parent node. Agent incorrectly advised 5-press pairing and failed to explain compatibility. Setup failed. Agent promised follow-up via email/call.

Troubleshooting Steps
  • Collected serial number and contact information
  • Guided customer through 10-second reset on MB770
  • Incorrectly advised 5-press procedure on MB770 [11:00]
  • Attempted app-based setup, which repeatedly failed
Key Observations
  • Agent incorrectly advised a 5-press procedure on an MB770, which is not a Velop/Intelligent Mesh device and does not support 5-press pairing [11:00] (per universal_5press_models.md).
  • Agent failed to identify that the MB770 is not compatible with the MX6200 mesh network, a critical incompatibility per velop_mesh_compatibility.md.
  • Agent did not provide any accurate explanation of why the setup was failing, leaving the customer without understanding.
  • Call lacked a coherent troubleshooting structure, jumping between reset, 5-press, and app setup without validating steps.
  • No discussion of warranty, support eligibility, or return policy despite customer's intent to return the device.
Positive Highlights
  • Accurately collected the customer's serial number, email, and phone number [04:00, 33:00].
  • Maintained a polite and professional tone throughout the call.
  • Confirmed the solid white light on the MB770, indicating it was powered and ready for setup [13:00].
Agent Errors / Gaps
  • Failed to verify model compatibility before proceeding; MB770 is not a mesh-compatible device and cannot act as a parent node for MX6200 nodes (per velop_mesh_compatibility.md). This is a fundamental technical error that directly contradicts the KB.
  • Provided 5-press pairing guidance on a device (MB770) that does not support it; 5-press is only for Velop/Intelligent Mesh models like WHW, MX, MR series (per universal_5press_models.md). This instruction is materially wrong and unsupported by the KB.
  • Did not inform the customer that the MB770 cannot function as a Velop parent node, a fundamental technical inaccuracy that misled the customer.
  • Did not confirm internet connectivity on the parent node via local web interface before app steps; relied only on app status, which is insufficient for troubleshooting.
  • Gave no correct technical resolution and failed to explain the root cause of the failure, violating basic troubleshooting protocol.
  • Missed opportunity to set a clear next-step timeline; only offered a vague callback without addressing the core issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still cannot complete setup; agent ends call without fixing the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a 5-press reset and checked LED status, which advanced troubleshooting, but did not verify internet connectivity via web interface or confirm compatibility between MB770 and MX6200.
R3 Not Met Correct resolution path conf 95%
Agent attempted to set up the MB770 as a parent node despite it not being a mesh router (MB770 is a cable gateway, not compatible with MX6200 mesh); failed to advise return or correct use as standalone router.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (app hanging at 'logging access') and LED behavior, asked about reset duration, but did not logically narrow to root cause: device incompatibility.
T2 Not Met Appropriate tools / resources used conf 92%
No use of web interface (http://myrouter.local) to verify WAN status or configuration; no remote diagnostics or speed test despite persistent setup failure.
T3 Partially Met No misinformation conf 87%
5-press reset instruction is correct for MX6200, but agent incorrectly treated MB770 as a mesh-capable node, contradicting KB (MBE7000 series are mesh, MB770 is not).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and asked follow-up questions, but had frequent silences, unclear transitions, and lost direction when app failed to connect.
C2 Partially Met Confirmed understanding conf 82%
Agent used terms like 'parent node' and 'child node' without confirming understanding; did not simplify language despite customer confusion, but did attempt to guide through steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call, offered to assist upon callback, and collected email for follow-up, showing willingness to continue support.
O2 Partially Met Proactive follow-through conf 88%
Agent informed customer they could call back and provided working hours, but did not specify next internal action or timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required; issue was within L1 scope but unresolved due to misdiagnosis.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'sorry for that' and acknowledged wait time, but did not explicitly recognize customer frustration from failed setup or rushed schedule.
X2 Partially Met Tone & rapport conf 83%
Agent continued at same pace despite customer stating they were rushed; repeated unclear prompts, but did keep engagement by guiding through steps.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number, perform multiple resets, and was ultimately asked to call back, increasing effort unnecessarily.
Call Transcript48 turns · 56 lines
Speaker 1
I have links is actually I got a Linksys, just a moment. I'm trying to get the Serial Number so that I can give it to you. Um, I had a I actually bought a Linksys uh mb770 thinking that I could uh use it as a mesh router uh because I have a four MX 6200 they're developed um mesh router. I wanted a fifth one. Uh so I bought this MB770. Uh yesterday uh when I spoke to your hotline, They told me that I can't use it because it's not a mesh router. Now, now, I had reset my MX62 hundred, um, routers to make the MB, uh, E70 the parent router. Now since I have, uh, now I have a problem. So I'm not going to use the MB E70, I'm going to return it to Amazon. Uh, but I have an issue. Uh, when I try to restart my old, uh, my old network, my M my four MX 6200, uh, it gets booted out. I I it's [KEEP_UNCERTAIN] says checking for internet then it says connected on the app then it says linking to your account uh creating logging access and it hangs up the logging access it doesn't go to the next level I can give you my uh email if that would help for you to locate my issue uh huh hello Thank you hi
00:00
Speaker 2
Hi. Hello sir. Hello. Oh yes sir. Sorry for that. Um. Okay. Sir, before we proceed with some other um information, may I have your first name and last name?
03:00
Speaker 1
Yes, my number is a Sri Lankan number, plus nine four, double seven, double seven, double two, double one, five five five. And now I'm calling from Sri Lanka. The unit sign Sri Lanka. I bought it in the US and I'm now using it in Sri Lanka. Yes, I do. Yeah. So the the serial number of the unit I'm trying to connect is 58W7904A, 3892, 7506. [silence] [silence] Right, I. [silence] Okay, sir. [silence]
04:00
Speaker 2
um, uh-huh, I see I see got it. Let me just check. Do you have the serial number sure? Yes, I have a serial number, please.
04:00
Speaker 1
I don't know how to help you. It kinda looks like some sort of a code.
05:00
Speaker 2
Okay, let me just check on the exact units. Sure, please give me a couple of minutes, okay? I will just be on mute, sir. Thank you, sir. [silence]
05:00
Speaker 1
Yes. I did, yes. The, I bought the in.
06:00
Speaker 2
Hello sir. Hi sir, thank you so much for waiting sir. I was able to check, um did you purchase this device or this router from Amazon? Amazon. Okay. Yeah. So basically. say, yeah.
06:00
Speaker 1
the, that's right, yes. That's the, I mean, otherwise I can't use any of the Ford that I have now. I wouldn't, I mean, if I knew I should have called the tech support before doing this, but unfortunately I didn't. But it's, it's, I tried removing my app, I tried rebooting both my device, we'll up as well as rebooting my ISP, router, all that I did. But it doesn't seem to be correcting. I did. But, but, I pressed the reset for 10 seconds.
08:00
Speaker 2
You just wanted to set up the M-ax6200 as another parent note. Okay. Did you try to reset the uh parent router? You did. Like for how long, sir? Uh-huh.
08:00
Speaker 1
And then I love... It's blue. Blue solution. That's right. Yes.
09:00
Speaker 2
And what is the light on the New Parent Node right now? Solid blue. And this is already connected to your modem, right? Okay, so it seems true that so
09:00
Speaker 1
That's right, that's right, yes, it's connected to my modem, correct, I can connect
10:00
Speaker 2
What you need to do right now is set it up since solid blue light on the top of your router, sir, means ready for setup. may I be speaking to Mr. Nyesh? Yes, yes, sir. Yeah, you just was able to pull up a record here. Okay, so, yeah, we will go ahead, sir, and set that parent node back to your modem. And, yeah, just to confirm, sir, it is already connected to your modem, right? Okay. Okay. So do you have a computer, sir? Or maybe an iPad? You have a computer. Okay. Before we proceed with the computer, sir, we will do the Wi-Fi setup first.
10:00
Speaker 1
We will do the- uh, yes. Okay. While it's powered on, right? And connected to the Internet. Okay. Jada planned that?
11:00
Speaker 2
So underneath your parents note you have a reset button, right? Okay, can you please press and release the reset button five times? Yes, yes uh-huh
11:00
Speaker 1
It's multiple colors now, it's getting like pink, white, red, [silence] Now it's solid white. The light.
12:00
Speaker 2
Uh-huh. Okay. Yes, that's good. How many notes do you have in the old chair? Including the parent note.
13:00
Speaker 1
I have three others yeah uh yeah so including the parents node I have only connected the parents node at the moment to the power that's right I can see the node yes okay okay I put the password right right okay it connect
14:00
Speaker 2
For. three others. So four including the parent no. Okay. Yes. Yes, sir. And right now, the parent node already have a solid white light. Okay. Sir, on your computer settings, kindly go to Wi-Fi. Okay. Under Wi-Fi, sir. Yes. Yes. Connect to the parent notes here. Okay.
14:00
Speaker 1
Yes, I have. [silence] Yes, I have a line speed of 200 Mbps. [silence] Yes, I do. [silence] Okay. [silence] Okay. Yes. Can I change the name of this?
15:00
Speaker 2
Okay. So can you confirm if you have Internet connection? Okay. So it seems that your... Yes, sir. It seems that your parent node is now online. Would you like to try to change the name first, sir, or add your child nodes? Yes. Yes, sir. So, okay. You on your... I'm sorry. So, you mentioned you have a...
15:00
Speaker 1
That's right. (0.0s)
16:00
Speaker 2
with the app on your phone. Yes, let's use the app there. But make sure first that your phone is connected to the name of the parent. Yes. [silence]
16:00
Speaker 1
Yes, it's connected. Okay. Now I'll go to that app. Opening the app. I set it up as new, right? Or complete setup. Okay. Wanted to see.
17:00
Speaker 2
Okay. Uh huh. Complete setups.
17:00
Speaker 1
Three, two, one. Linking to your account. Creating logging access. Three, two, one. i've reset your node. wow. okay. and then it's getting connected. uh, it's saying we couldn't connect to your router. keep your phone near the router. So again, it's going back to, shall I search again? [silence] I'm now again, trying, getting connected. No. [silence] It took me back to the beginning. Why is that? [silence] Hello It is sorry no it went back and saying we could not find your router Should I do that again Let me double check
18:00
Speaker 2
Yes, hello, sorry. Before we proceed Sir. Yeah, we already confirmed that your internet is working. Okay.
21:00
Speaker 1
yeah Internet is work yeah okay yes I opened it I'm open I've opened Google Chrome
22:00
Speaker 2
Yes, yes, it is as you mentioned earlier. Okay, yes, sir. Open a browser on your computer [silence] Okay, [silence]
22:00
Speaker 1
Mm-hmm. Yes. No. No. Only the agent node. Mm-hmm. Okay. That's right. Okay. But I can't access on the app. That's what happened. Now the app is telling for me to reset the node, holding it for 10 seconds.
24:00
Speaker 2
Okay. Sir? Yes. What is the light on the top of your, is your Child Now already plugged in, sir, the other satellite nodes? Okay. Okay, sir. Right after we change your Wi-Fi network names here, we will then add your Child Now, okay? And you mentioned you have the app, right? You can actually change the names here on the app. Okay. Okay. Okay, but we will not do that, sir. Can you
24:00
Speaker 1
Okay.structor? What do you want me to do? Mm-hmm? Yes. It says it's asking complete setup. Oh, it says ready to complete setup. Should I say I don't want to continue? Uh-huh. Quick setup. Okay. Uh-huh.
25:00
Speaker 2
yes, sir. on your on your phone, sir, that's ACEsis app make sure that you connect to the developer set up no, sir. you will not wait, yes, I don't want to continue a setup, sir. yes, quit set up, sir
25:00
Speaker 1
okay. No, it says manage your Wi-Fi or set up new Wi-Fi network. It's at the beginning. okay. okay. okay. [silence]
26:00
Speaker 2
Okay. then uh um on your phone. sir, can you confirm if it is already connected to the manage your Wi-Fi. sir, manage your Wi-Fi.
26:00
Speaker 1
Okay, I can see the... Uh, yes. I can see three nodes. Yeah, but I can... I'm not... I'm only plugged in one. And I can see the... There is one that is saying Velop setup. 9 SD. Is it that one? There is... I have... Um, I can see pre-offline routers. Routers. Should I delete those? [silence]
27:00
Speaker 2
you can see the uh, device would on your app? okay um, sorry, sure, hello. You're, I think you're, I think you're, I think, you're you're not, I think you're, I think you're not, I think you're, I think you're, I think you're not, [ silence ] you need the, application on the, on the open your application, and then you have to go to the third option, uh, uh, where you can see the block device, block device, right now, they are, uh, they are absent, uh, but I have received the token from your account, sir, what I can do, is I can, uh, apply the calling option on your device for your friend number, he'll receive a call from our side, and when he picks up the receiver, uh, you'll get the device location on the app sir, if you're fine sir, what about it?
27:00
Speaker 1
okay. no every it says off line routers. Mhm. yes. I can check that on the computer as well. yes. they
28:00
Speaker 2
Okay, so how about this, sir? Can you, I'm sorry, just to confirm you can see there that the parent node is online, right? Okay. So before you proceed on adding your child nodes here, you wanted to change the name
28:00
Speaker 1
Yes. But, uh, I can't see the, uh, now I'm at link 06. Yeah, no. Just a moment.
29:00
Speaker 2
mailing first, right?
29:00
Speaker 1
Getting route settings, it's showing offline routers, three offline routers. Should I plug in another router just to see one of the offline one? okay. Okay.
30:00
Speaker 2
uh uh uh uh how about plugins? Yes sir. You have to add it back sir. since that was already um connected before uh plug in one at least once sir one of your node
30:00
Speaker 1
Is it I need to get on another meeting now? Is it okay if I call you in about an hour's time? Hello? uh no I have another meeting I have to attend to now get online um I'm
32:00
Speaker 2
Okay, is that Router 2 right next to the parents? What was your question here? Oh.
32:00
Speaker 1
So, I'm, I'm a little rushed. Um, can I call you back? What time are your working hours? Okay, okay. Okay, okay. Thank you, I'll call back. Thanks. Right. Thank you. Bye. Thank you, bye-bye.
33:00
Speaker 2
uh oh, okay. Yes. Yes, sir. Uh, we are open until 9:00 p.m., sir. You can just provide us your email address. Um, because what we will do next, sir, is just add your child node. So, yeah, you can call us back. We will assist you with that. Okay, just you're welcome, sir. Just provide, yes, sir, just provide your email sir, okay what we have here is Neroj.hanu@gmaill.com. Okay, you're welcome, sir. Have a good day. Please stay safe. Thank you, sir. Bye-bye.
33:00