V2 Rubric Detail — ed8ff330-7f87-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:28
Duration
22m 28s
Contact
+447399280235
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137062
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child nodes
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall85.6% (+45.6)

V2 Grader Summary

The agent successfully restored node connectivity using correct 5-press pairing for MX4200, demonstrating strong technical process and ownership. However, the persistent app error was not resolved, and while a full system reset was offered, no escalation or concrete follow-up was initiated. A technical inaccuracy (calling solid red 'normal') slightly undermines accuracy, but the overall path was appropriate, leading to a partial resolution.

V1 Case Analysis

Customer unable to add three new MX4200 nodes; app shows unexpected error and no nodes are visible. Performed node resets and 5-press pairing; nodes now solid blue. App error persists – further troubleshooting or escalation required.

Troubleshooting Steps
  • Reset each child node by holding the reset button until solid blue.
  • Performed 5-press pairing on the parent node (press reset button 5 times quickly).
  • Observed nodes change to solid blue indicating successful pairing.
  • Advised reinstalling the Linksys app and logging in with the router password.
Key Observations
  • Agent failed to capture a clear serial number initially and did not verify warranty status.
  • No ticket number or formal case creation was documented.
  • Agent provided a materially incorrect statement at [17:00] that a solid red LED on the main node is 'normal' — this contradicts KB guidance and indicates a critical error.
  • Call control was weak — excessive filler words ('man', 'uh', 'so'), repeated instructions, and no definitive next-step for the persistent app issue.
  • Agent did not escalate or document the app error despite it being a known issue requiring engineering support.
Positive Highlights
  • Correctly instructed the reset-and-hold procedure for the nodes to reach solid blue (setup state) as per universal_factory_reset.md.
  • Accurately described the 5-press pairing method for MX4200 devices, which is the correct procedure per universal_mesh_node_management.md and universal_5press_models.md.
  • Acknowledged the customer's frustration and apologized repeatedly, showing empathy.
Agent Errors / Gaps
  • Did not obtain a usable serial number promptly.
  • Did not confirm warranty or create a support ticket.
  • Provided materially inaccurate LED interpretation: stated at [17:00] that solid red on the main node is 'normal' — per KB, solid red means 'No internet connection' or 'Error'.
  • Did not set a clear escalation, callback, or follow-up for the persistent app error.
  • Used informal language and filler ("man", "so", "uh") reducing professionalism.
  • Failed to recognize that the app issue may require an LTS ticket via 5-press escalation, which is supported on MX4200 per universal_5press_models.md.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirmed internet is online but app still shows 'unexpected error' and no nodes visible; core functionality (app management) unresolved.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer through reset of all three new nodes, confirmed solid purple state, executed 5-press method on parent, observed successful solid blue on all child nodes — logical, sequential troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly pursued node reset and pairing per KB for MX4200; offered full system reset as next step for app issue — appropriate escalation path within agent capability.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (nodes not pairing, purple/red lights), confirmed model (MX4200), serial number, ISP, and app behavior — targeted diagnostic process.
T2 Met Appropriate tools / resources used conf 96%
LED observation is the correct primary tool for node pairing issues; agent did not misuse tools or skip required ones — no remote access or logs needed for this scenario.
T3 Partially Met No misinformation conf 93%
Correct: 5-press method valid for MX4200 (universal_5press_models.md). Incorrect: 'Solid red... that's normal' — solid red means no internet (led_intelligent_mesh_consumer.md Path C), not normal operation.
Communication
C1 Met Clear & professional language conf 92%
Agent framed interaction ('I will do everything I can'), maintained control, managed transitions (reset → pair → wait → verify), and stayed composed despite app issue.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language ('press 5x within 5 seconds'), confirmed understanding after key steps, and adapted to customer’s pace and frustration.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, did not transfer, and honored commitments made during the call.
O2 Partially Met Proactive follow-through conf 90%
Agent set expectation that reboot might fix app issue but did not offer a concrete follow-up plan or timeline when it failed; left customer to 'deal with it another time'.
O3 Met Closure confirmation conf 95%
Agent referenced prior details (model, serial, ISP) without re-asking, maintained continuity across steps, and built on established facts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred, but the issue (app unexpected error) is a known software limitation; agent offered correct next step (full reset) — no legitimate trigger for L2 escalation per KB.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted — agent provided valid resolution path (system reset) for persistent app error.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy ('I do apologize for the inconvenience'), acknowledged frustration, remained patient and professional throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s tone, used reassurance, checked in after each step, and adjusted pacing to customer’s execution speed.
X3 Partially Met Overall experience conf 88%
Agent required customer to repeat serial number and perform multiple manual resets; could have reduced effort by accepting model confirmation earlier.
Call Transcript35 turns · 39 lines
Speaker 2
Welcome to **Lynx's support**. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? Uh-huh. Uh-huh. So, uh, just to verify, ma'am, is this your first time trying to set up these devices?
00:00
Speaker 1
I want it to go into like reset mode with the purple light so I can't get them to set up and they're not working on the app. Three new ones, yeah, I think we've already got four, maybe five setup. Yes, it is. Yes, mm-hmm. Yeah, they are, yeah. They're all, all the new ones are plugged in right next to the new one. [silence]
02:00
Speaker 2
So I see. I see. Got this one ma'am. And I do apologize for the inconvenience. However, rest assured that I will do everything I can to fix this issue. So just to confirm, you're most welcome. So just to verify you have three nodes in total, correct? I see. And what's the light on the main node? Is it showing solid blue as of the moment? Okay, great. So the main node is online. So uh, since this this is for adding a new child nodes, can we move all the child nodes next to the main one? Oh,
02:00
Speaker 1
Well, uh, yeah, that's fine. Uh, you want the serial number of the main node. Give me one second. It is... five, six, S two, zero M, one, five, p, zero, one, seven six one. No. Five, six, s. s. Let's see.
03:00
Speaker 2
that's great to know and may I have the serial number. I'm sorry. they ah yeah the main no.
03:00
Speaker 1
20phant for monkey. 15 B 0 1 7601. Yeah, cruise speed, yes. two of them are blue. Once a misread. Yes. I'm too. and 4200 and 2 yes. Yeah, that'll make 7 4200.
04:00
Speaker 2
All right. Thank you so much for that one, ma'am. And I assume this node was provided by your internet service provider, correct? All right. So, going back to the main issue, ma'am. What's the light now on the new child node? All right. So, I'll just confirm this new nodes have the same model, which is MX4200. Correct? Thank you so much for confirming. Let's now try to reset them.
04:00
Speaker 1
Okay. [silence] Okay. [silence] That first one has gone blue. [silence] 27 4. [silence] Yes. [silence] Okay. [silence] Thank you. [silence]
05:00
Speaker 2
one at a time. So for reset, kindly press and hold the reset button and do not release it until you see the solid blue light. [silence] Well. [silence] Let's wait for the solid blue. [silence] That's great. You may now release the reset button and proceed to the other node. [silence] So you can just follow the same process, ma'am. Like press and hold the reset button and wait for the solid blue light, okay? All right. [silence] Thank you. [silence] No worries, man. That's fine. Just keep holding the reset button and wait for the solid blue. That's great. That means that note is now on setup mode. And let's uh let's wait for the adhere
05:00
Speaker 1
two of them have gone purple one of them is still blue at the moment yeah I click the button it's all gone purple silence yes yes they are yeah
07:00
Speaker 2
I'm sorry, ma'am. What's the light now on the second child node that we are trying to reset? Okay, great. Uh, you may now reset the last node or the third node. I see. Alright, thank you so much for that one. So, just to verify, all these new three nodes are showing solid purple now, correct? That's great. So, let's now try to add them using the 5-press setup method. So on the main or parent node, kindly press the reset button 5x within 5 seconds. So it's like, press release press release press release.
07:00
Speaker 1
Okay, I've done that. It's gone. Ahh flashing. Yes. There. They have all gone purple. Still. I think they. Have to say, one of them has gone flashing red. So, Amy Davidson.
08:00
Speaker 2
so the main no is now flashing correct all right and what about the child [silence] nodes like the new child nodes Purple all right so let's wait for their lights to turn to flashing purple or flashing red for that indicates that they are trying to connect to the network. That's great to know so yeah for now man let's just observe their lights for 2 to 4 minutes okay? all right thank you and in order for me to create a ticket here may I have your first and last name
08:00
Speaker 1
Amy Davidson, A-I-M-E-E Davidson, D-A-V-E-I-D-S-O-N. they're too, at, Gmail.com. Yes, it is. Yes, it is. Yes. Okay, they're now flashing red. Okay.
09:00
Speaker 2
I'm sorry, how do you spell your first and last name, ma'am? All right, thank you so much for that one. And what about your email address? All right, thank you so much for that one, ma'am. So just to confirm, your email address is your first and last name, with the number 10 at gmail.com, correct? All right, thank you so much for confirming. And again, your internet service provider is through speed. All right. So, what's the light now on the other child nodes? Are they all now flashing purple or red? All right, that's brilliant. So yeah, rest assured that they are now trying to connect to the system. So again, let's just wait for their lights for four minutes.
09:00
Speaker 1
One of them has now gone blue. Okay. Okay.
11:00
Speaker 2
All right. Thank you so much for that information, man. So, yeah, let's wait for the other child nodes to turn to solid blue as well. Okay. Since again, solid blue indicates that they are working properly. All right.
11:00
Speaker 1
Yeah, so they have all gone like a light blue colour. Okay. Okay. Okay.
12:00
Speaker 2
uh hello ma'am how's it going there uh-huh that's brilliant ma'am however uh let's wait for 30 seconds or a minute just to make sure that they're already working properly okay all right so ah don't worry ma'am after a minute if they're still showing solid blue rest assured that they are already online or working and all you have to do is unplug them and relocate them back to their designated location all right so uh by relocating them there's no need to press the reset button okay just simply unplug and replug and uh just wait for their lights to turn back to solid blue all right so yeah let's wait for 30 seconds or a minute
12:00
Speaker 1
Okay. while she move on. Yeah. I can get into the, but it just comes up with there's an unexpected error, and it tries to get me to restart the router. Yeah. It's now showing up, it says there's an unexpected error with the app, and then it tells me to close and reopen and logout and login, which I've done, and I can't see any of our, existing nodes on it. So, it says, there's no nodes, or devices on it.
13:00
Speaker 2
So, uh, by the way ma'am you mentioned earlier that you'd, you, you did try to connect the child node using the Linksys app. So, uh, just to verify, were you able or can you log in into the Linksys app without any issues or not, because if that's the case, I see and did you, uh, restart the main node prior calling us? I see. So, don't worry ma'am, uh,
13:00
Speaker 1
sum of apps you would do 15 it's an iPhone ios okay yeah okay okay
14:00
Speaker 2
i i see and what's the operating system of this phone? like is it an android or an ios? iPhone all right so uh yeah regarding with this one ma'am rest assured again that the child nodes are now online or working. however with this linguist app i'm going to set your expectation that unexpected error is some sort of a system glitch uh we can try to reboot the main node one more time. however if the issue persists i'm afraid we might need to reset and reconfigure the main node and and again resetting the main node will wipe out all the settings that was saved on the system. however uh rest assured that we can just like um uh like use the same wifi name and password so that most of your devices will reconnect to the network. [silence]
14:00
Speaker 1
They are also solid blue. Yes, I can do no together. fine.
15:00
Speaker 2
mhm. so sold out. all right. Again, your device that child nodes are now online working. So, now, would you like to reboot the main node to check if you can already log in into the lynx is app? or all right. So, make sure man that no one is using the Internet for now, since rebooting the main node will, will that person will be disconnected from the Internet. So, so yeah, for reboot, you may again simply just unplug and replug its power cord from the power outlet.
15:00
Speaker 1
Hello. That's fine. Okay. Can you hear me now? Yeah. Sorry, it's where I unplugged the router. It must have just out. [silence] it is red. uh, the pirate node is solid, red. The The child nodes are all flashing. Okay. [silence]
16:00
Speaker 2
Yeah, I can hear you now. I can hear you now. Oh, so you're using the Wi-Fi calling for this call, correct? Ah, I see. So, no worries for that one, ma'am. So what's the light now on the main node? Is it solid or flashing red? Solid red. Yeah, that's normal, ma'am. However, uh, for the main node, let's wait for its light to turn back to solid blue.
17:00
Speaker 1
it's now blue yeah yeah yeah yeah yeah so now so now it's back on the network now okay okay
18:00
Speaker 2
All right, that's great. So can you reconnect your phone to its network? Brilliant. So on your phone kindly delete or uninstall the Lynx App and then reinstall it. All right, so just let me know once you have reinstalled the Lynx app because I'm going to walk you through on how to log in using the router password. Thank you.
18:00
Speaker 1
[silence] Okay. Okay. I think there's currently four, maybe five and then the parent node and then the three new ones. Potentially, yeah, I'm trying to figure how many we've definitely got at the moment. [silence]
19:00
Speaker 2
uh yes ma'am that's normal since we rebooted the main one however rest assured that they will just reconnect to the system. So I'm sorry for this one ma'am. Just to verify again you have six nodes in total. Is that right? For five. Oh so it's more like ten. Aha. I see. No worries ma'am.
19:00
Speaker 1
So the app is now downloaded. Yes. Yeah. Uh, it says it's getting router settings now. Uh, So it's logged in. It's showing the internet as online, but it's still coming up with that unexpected error.
20:00
Speaker 2
Yeah, thank you so much for that information as well. And so you may now open the linksys app and then tap on manage your Wi-Fi. All right, so after you press manage your Wi-Fi, you should be redirected back to the login screen and on the login screen, there's an option there that says router password. Can we log in using the router password? All right. Unexpected error.
20:00
Speaker 1
and then it let me go straight back out. OK. OK, that's fine. I'll have to do that another time. As long as all the nodes are currently working, I can, I can deal with that if the app isn't the main issue, that's fine. Uh, yeah, let me just check another one in the house to make sure they are all working.
21:00
Speaker 2
all right got this one ma'am and I really do apologize for this one as well uh yes ma'am for this one we're afraid we really need to reset and reconfigure the system ma'am since an unexpected error again it's some sort of a system glitch however rebooting the main node should be able to uh fix the issue however uh even though we have already rebooted the main node and we're still getting the same error message we might really need to reset and reconfigure the system uh yes ma'am so yes ma'am so I assume the light now on the child node has gone back to solid blue correct yes ma'am Lower, please. Kindly take your time. And I appreciate your patience and cooperation.
21:00