V2 Rubric Detail — e50e2254-74b0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:24
Duration
16m 3s
Contact
Qamer Iqbal
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135371
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60_Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.7% (-20.3)

V2 Grader Summary

The agent correctly identified the SPNM60 model and initiated a power cycle, but failed to perform essential Cognitive Mesh diagnostics (Pair button, signal check, or Web UI access) despite the customer reporting a 30-meter distance. The agent prematurely pivoted to warranty verification (proof of purchase) without attempting a technical resolution. Although the agent began troubleshooting, the lack of meaningful progress, failure to escalate a likely hardware fault, and no resolution achieved result in an Unresolved outcome. Assessment 3's technical accuracy findings override the avoidance/evasion auto-zero rationale from Assessments 1 and 2, as the agent did perform a valid initial step (power cycle), negating the critical failure claim.

V1 Case Analysis

SPNM60 parent node online; two child nodes blinking white/red, unable to reconnect. Agent collected serial numbers, confirmed ISP (Sky), instructed power-cycle, and emailed for proof of purchase. No mesh-specific troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected model and serial numbers
  • Confirmed ISP (Sky)
  • Asked about node placement distance
  • Instructed power-cycle of parent and child nodes
  • Emailed customer for proof of purchase
Key Observations
  • Agent did not follow SPNM60-specific child-node troubleshooting procedures (Pair button, 5-press, or factory reset) as documented in led_cog_mesh_group_d_spnm60_62.md (#path-b).
  • No verification of node LED status after power cycle — customer reported blinking white/red, but agent did not confirm or escalate based on that.
  • Call ended without applying any mesh-specific recovery steps despite clear symptoms matching documented paths (e.g., red blinking = child disconnected).
  • Agent correctly initiated power cycle in correct order (parent last off, first on), aligning with KB guidance.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected necessary device identifiers (model and serial numbers) and ISP information.
  • Correctly identified the parent/child node topology and asked about physical distance [06:00].
  • Followed proper power cycle sequence: instructed to turn off child nodes and parent, then power on parent first [13:00–15:00], which aligns with KB guidance.
  • Offered to email the customer for proof of purchase, indicating an attempt to pursue warranty support.
Agent Errors / Gaps
  • Failed to perform proper child-node troubleshooting: did not guide customer through Pair button method (led_cog_mesh_group_d_spnm60_62.md #path-b) or 5-press pairing despite SPNM60 support for both.
  • Did not instruct factory reset for child nodes showing solid red or persistent blinking red/white, which is a documented last-resort step.
  • Did not verify whether the nodes returned to solid white after power cycle — missed opportunity to confirm or escalate.
  • Did not capture or document a case/ticket number.
  • Did not clearly set expectations for next steps beyond sending an email.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never resolved the child nodes' connectivity issue; only offered to send an email for proof of purchase without restoring functionality.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only instructed power-off of nodes and promised email; no step-by-step troubleshooting (pair button, reset, signal check, web UI) was performed.
R3 Not Met Correct resolution path conf 93%
Agent chose to collect proof of purchase instead of attempting standard Cognitive Mesh troubleshooting (reset, pair button, back-haul check) for an out-of-warranty scenario without attempting best-effort support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified blinking white/red lights and confirmed model (SPNM60), but failed to ask about distance or backhaul signal despite customer mentioning 'summer house' and '30 meters', which is critical for Cognitive Mesh child node troubleshooting.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (web UI at http://myrouter.info, WiMan scan, or speed test) were used despite being necessary for diagnosing backhaul or internet connectivity issues for the SPNM60 model.
T3 Met No misinformation conf 96%
All technical information provided (model SPNM60, request for serial number, email follow-up) was factually correct and consistent with KBs.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow and collected required data but had unexplained silences and failed to set clear expectations for next steps beyond email.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but repeated requests multiple times without confirming understanding, and did not adapt to customer’s fragmented speech or possible language barrier.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent took ownership by creating a case and initiating troubleshooting (power cycle), but did not complete resolution or escalate appropriately.
O2 Partially Met Proactive follow-through conf 87%
Agent provided a next step (reply to email with proof of purchase), but did not specify timeline or confirm if this was required before continuing troubleshooting.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior contact on June 21st, but agent did not reference any history or notes, treating it as a new case.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Issue involved persistent node disconnection after initial success — a potential hardware or configuration fault that warranted escalation or RMA after basic troubleshooting failed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but offered no acknowledgment of customer frustration or repeat effort; interaction stayed procedural.
X2 Partially Met Tone & rapport conf 84%
Agent continued at a steady pace but did not adjust tone or simplify further despite customer confusion and interruptions.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial numbers multiple times due to transcription and agent verification; no effort was made to reduce repetition or streamline input.
Call Transcript20 turns · 24 lines
Speaker 1
basically, uh, I'm trying to connect my uh, Wi-Fi again, my friend, he didn't for me and it's not working now again, it's just come off again, it's just flashing white. Uh, the the motherboard and the two the mother board is working, but the two child ones are not working. How do I do that? it was working before, yeah. It went to red, it was red color, red color.
00:00
Speaker 2
welcome to Lexus support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Lexus. This is Gloria. How may I help you? Okay. uh-huh. Okay. Okay, and that's working before, right? okay. Was there any out agencies or where before it stops working? Okay. So sir, before we um continue, let me just create a record for this. Can you have the model number and serial number of the node?
00:00
Speaker 1
What so what do you mean? I don't understand uh model number what's the model number? Oh, serial number is is the model number is SP and then M 60. Serial number 7200 M 2 A F 24812. Yeah. Yeah. Yeah. Yeah, that's right. Yeah. Yeah. Yeah.
01:00
Speaker 2
Um, the type with the pair. No, sir. Uh, model number and serial number. You can check that antenna. Yes. Okay. how about the serial number? Okay. I'm checking. Got it correctly. seven-two, "E" for Edward, one-zero, "M" for Mary, number, too, and then, "A" for Apple, F for Freddy, two, four, eight, one, two. Did I get it right? Okay.
01:00
Speaker 1
then that's a sealed number yeah about week week week a week ago yeah I bought it I bought it yeah yeah I'm in the contact yeah yeah I can't remember last week of boy here June 21st or something when's the last time I called you I called you once before I called you before as well you know yeah
02:00
Speaker 2
SPN-M60, how long you have this device or when did you get it? did you bought it or this is from your provider? okay, who is your internet service provider? okay, so you bought this device, okay, okay, so you got this a week ago, so that's around June of, when is it June 22nd, sir? or is it 21st? Okay, and second also sir, okay, how about the model number of the child node
02:00
Speaker 1
Do you need a number for that as well? Yeah, it's the same. SP-SPN-M60 and the serial number is seven-tou seven three-ou eight-ou two-E1 zero-M2A-F for Freddy-25 two-3 0. That's the baby one. And then another, yeah, same, same, I've got it all in one day, yeah. And I'll give you another, there's another baby one I got. We got two baby ones, that's same, SP same one. See, and then the serial number is seven-TOO-E1-0-M2-1,02. M22 this is patrick it's it's a really really softly all it's all all right one minute yeah well give me one minute i'll be right back uh okay bye
03:00
Speaker 2
Yes. Oh, yeah, that's one. That's fair. Uh huh. Okay. K. Okay. All right, how about... Um...
03:00
Speaker 1
F A full Apple F for Freddy 2 4 6 2 6 3 these are the baby ones two baby ones the mother one's always working fine the two baby ones the signal doesn't go across sign [silence] mother one's [silence] white yep 07487 66 8278 [silence] my name is Kamar Iqbal K A M E R Kamar and his first name's Iqbal I Q B A L
04:00
Speaker 2
Period. Naught. Okay. And could you also your phone number, sir? And how about your first name and last name? Okay. And can you spell it again?
04:00
Speaker 1
I've done that. I'm right it's right next to each other. yep it's blinking the the mother one's white the child one's blinking white um but 15 minutes 20 minutes yeah it was blinking red when it was disconnected yeah cause you gotta understand this one is going out to my summer house so I've got a marble so especially maybe like 30 meters
06:00
Speaker 2
those nodes near to the parent node, okay, they are they're not each other, okay, and right now is it still um like blinking how long has it been blinking is it white? how about okay blinking white, how long has it been blinking white sir oh okay both blinking white? correct? um earlier you mentioned that it was um blinking red. okay, so again sir um, you bought this um SPN M60. it's not bundled with um Sky. Okay, from Community Fiber. Okay, but let me see here. Why did you buy this? I'm not sure. This is just for documentation. I'm helping you, sir. Okay, so while we're [silence] transcribe this audio from the right channel [silence]
06:00
Speaker 1
I'm going to go back to him. I'm not with me. I heard him. I think I've gone quick. Yeah quick. Quickly quickly. got a piece by the fire yeah yeah it's been 20 well you can do now it's been about more than that now half an hour yeah I press the I press the reset button not the reset button and then when you pay by them for one second or two seconds those the motherboard and it should really connect that's had that's what I talked about last time but it's not doing it it's not connecting that is the pin down if now it's working for one week it's working fine but then all of a sudden it just went red yeah that's right yeah
09:00
Speaker 2
Okay. Um, right now is it still blinking white, correct? And again, it's been like 20 minutes already. That's the one. Okay. Um, I can share this was like working before. It works for like, um, couple of days. Okay. Only the child nodes went red. The parent node is just stays white, correct?
11:00
Speaker 1
Hi, Scott, that's right. Scott, Scott. Yeah.
12:00
Speaker 2
And this we just double check again, so your internet provider again is sky, right? and okay, all right, so since it's already been like um 20 minutes, it's still um not working, so did you like reset this before you um when the light turns red, did you reset the child node? And right now, so can we, since it's been like 30 minutes, right? that the power light is still blinking white and um how far the note [silence] [silence] [silence]
12:00
Speaker 1
Don't leave her. Come. Never mind. I'll take her. She is angry because. I asked her sister to call. Then that lady. Gone. Okay. I'll be right over. Her phone. It's beside each other. [silence] What about Upan our gone and they both or yeah note as well get it not problem
13:00
Speaker 2
How far the child nodes from the parent node [silence] okay, kindly turn off the child nodes, sir. Both child, let turn it off. Okay, and then turn turn off also the parent nodes, sir.
13:00
Speaker 1
我來玩你就好忘 接掉所有 那個 啊
14:00
Speaker 2
Yes, I'll tell you when to turn it on. So, again, sir, you bought the device from the store, right? Okay. Sir, as I checked the serial number, it did not give any information for the warranty status. Is it okay, sir, if possible, I'll send you an email and you could reply. Alright. Please reply to that mail with the screenshot of the proof of purchase. Okay. Alright. I'll send you I while doing the troubleshooting sir. I'll send you the um the email and then again just uh reply to the mail and attach the proof of purchase, okay? Alright. Um Okay, I just sent you the um um the um email uh and then just reply to that mail. Please turn on now the permit notes sir. Okay.
14:00