V2 Rubric Detail — ee740fa8-7aea-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:34
Duration
23m 43s
Contact
Jeff Corbin
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00109828
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Parent Node_MX6200

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall52.6% (-1.4)

V2 Grader Summary

The agent maintained ownership and used the Linksys app effectively to guide basic troubleshooting, but failed to implement key KB-recommended steps like factory reset or Pair button pairing when child nodes remained solid red. While the path was appropriate and tools were used correctly, the absence of deeper diagnostic actions and no resolution leaves this as a partial resolution.

V1 Case Analysis

Customer unable to add child nodes; nodes stay red. Agent advised power‑cycle and proximity but issue remained.

Troubleshooting Steps
  • Advised power‑cycle of child node (unplug 30 s, plug back in).
  • Advised moving child node close to parent node.
  • Suggested restarting the Linksys app.
Key Observations
  • Agent never asked for or recorded the product model or serial number.
  • No verification that the parent router had internet connectivity before attempting child node pairing.
  • Issue remained unresolved; nodes continued to show solid red after multiple attempts.
Positive Highlights
  • Provided correct basic troubleshooting: power‑cycle and proximity advice.
  • Attempted to guide the customer through the app flow.
  • Maintained a calm tone and did not pressure the customer.
Agent Errors / Gaps
  • Missing model/serial number collection (protocol).
  • Did not confirm parent node internet status or WAN health.
  • Did not set a clear next‑step (escalation, callback, or detailed troubleshooting plan).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Child nodes remained solid red and only parent node visible in app after all troubleshooting steps; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided power-cycling and proximity adjustments but skipped core KB steps like factory reset or Pair button use, limiting diagnostic depth.
R3 Partially Met Correct resolution path conf 88%
Troubleshooting path was reasonable for a pairing issue, but agent did not pursue full reset or pairing-button method that KB recommends for solid red nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (solid red, single node) and used app feedback, but did not probe firmware, signal strength, or prior configuration.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the Linksys app to monitor node status and guide actions — a valid tool for this scenario.
T3 Not Met No misinformation conf 95%
Agent failed to provide primary pairing methods for nodes showing solid red. Per KB, nodes that won't pair or show red must be factory reset (10-15s) and paired via Pair button or 5-press method. Agent only suggested power-cycling and proximity, which is insufficient.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but had unclear phrasing (e.g., 'parent in a child mode'), long silences, and no structured plan summary.
C2 Partially Met Confirmed understanding conf 85%
Language was simple but agent did not confirm understanding after complex steps; customer repeated 'Do you want me to...?' indicating possible confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the case, did not transfer, and continued troubleshooting despite lack of progress.
O2 Partially Met Proactive follow-through conf 85%
Next steps were given (move, power-cycle, reopen app), but no timeline or follow-up commitment was set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was warranted — issue was within L1 scope and agent continued active troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged delays ('that's okay') but did not express empathy for frustration or repeated effort.
X2 Partially Met Tone & rapport conf 83%
Tone remained neutral, but agent did not adapt pace or check in on customer’s emotional state during prolonged silence and repeated failures.
X3 Partially Met Overall experience conf 87%
Customer had to physically move and power-cycle multiple nodes; agent could have reduced effort by recommending a full mesh rebuild or factory reset upfront.
Call Transcript32 turns · 36 lines
Speaker 1
This is lynx system technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a lynxs specialist. [silence] Hello, sir. Alright, we [silence] got got-cut off. Okay.
00:00
Speaker 2
hello. yes. hello. yes. yeah. yeah. Yep. um, that's okay. I am uh, I am uh, in the app right now. Uh, I pressed and reset the Parent node. I got a solid blue, and I went into the app on my cell phone. And I am now and I tried, I created the network name and password to the same. Uh, right now, it's uh, moving past the parent node. looks like everything is good, because it says now, looking for your child node.
00:00
Speaker 1
Okay. Mm-hm. Okay. All right. That's okay.
01:00
Speaker 2
it says it says this could take up to a minute so it's looking for child nodes. I created the same network and same password so it's moving forward to one step after the next step. Okay. yeah right now we're at uh oh we have a solid white it just parent node just changed to a solid white just now and it says that it's still looking for child nodes. I did not move any of my child nodes yet. It's okay right? Um okay.
01:00
Speaker 1
Is there an option there to skip adding child nodes? oh all right okay uh-huh all right okay tap on next
02:00
Speaker 2
No, there's no option. I don't see an option. It says, looking for your child nodes. Keep your phone in the setup area. This could take up to a minute. Yeah, here we go. Your network and then there's a picture of a router, there's a picture of a tower and that's all it says. Then it says next. I'm going to click click next, okay. Then it says, oh. Interesting.
02:00
Speaker 1
Now how many nodes are on the dah- the dashboard? Right. All right. Now what you need to do next year is to move to the closest child node from where you're at right now and then try restarting it. Uhn uhnh unplug it, turn it off, and then plug it back in after 30 seconds.
04:00
Speaker 2
Let me check. and right now just one node. uh on the dashboard. It just says one node.
04:00
Speaker 1
steady white light. Yes. Not necessarily. Yeah. Let's try that first and if it fails, then let's bring it close.
05:00
Speaker 2
Okay, so you want me to go to the nearest child node, unplug it for 30 seconds and then plug it back in? Okay. You don't want me to bring the child node to the parent node? Okay, not necessary. Okay. [silence] Okay. Okay. Done. [silence] [silence]
05:00
Speaker 1
Is it restarting there?
08:00
Speaker 2
Yeah, it's blue. Solid blue. Yeah, now it's flashing blue. I'm going to say 60 ft. 60 ft. Do you want me to do this to another parent in a child mode? Do you want me to do this to another child mode, too? Yeah.
08:00
Speaker 1
[silence] For so far what's the behavior of the light. Okay.
09:00
Speaker 2
It's blinking, blue, blinking blue still.
09:00
Speaker 1
All right. oh okay but this was this no it was part of the network uh okay let's give it two more minutes let's see if it stays white [silence]
10:00
Speaker 2
For what it's worth, this node was unexpectedly unplugged. So I had to put power back to the node. That's what took me a while. It, you, it was, yeah. Now it's solid white. It just turned white. Okay. Changed to solid red. I'm going to wait for it to turn white again. [silence]
10:00
Speaker 1
still red linksys app wave Yu this your or I mean your phone that has the app many nodes did it show now did its update its numbers Okay, uh huh.
12:00
Speaker 2
yeah have the up still still showing just the or parent lode right now still still only one load with the serial number ot the parent node.
12:00
Speaker 1
and we still have sudir read on this child node [silence] okay [silence] I think it's not really recognizing the connection from this location. So we'll have to bring this child node close to the parent node and maybe you can also bring the other child nodes close to the parent node. Plug them in.
13:00
Speaker 2
speaking. [silence] Yes, still red, solid red. [silence] You, you want me to get a couple of them that that - You, you want me to still find one that's not white and bring it? [silence] Okay. Okay. I just connected one node there, the parent notes. I'm gonna go hunt for another one.
13:00
Speaker 1
I got it, Josh. Okay. Yeah, bring it close to the parent.
15:00
Speaker 2
Okay. I'm gonna go on the hunt for another child node. Okay, I got another child mound of solid red.
15:00
Speaker 1
Okay, sir. Okay. Well, I think we can, Yeah, well, I think we can focus on bringing three or four child nodes close to the very node.
17:00
Speaker 2
so they're like 12 ft apart. Okay.
17:00
Speaker 1
Okay and I bought on the Linksys app did it updated its numbers let's see if still have white light then we okay okay
18:00
Speaker 2
Okay, the first child node, the first one is now white. No, it did not, and it's solid red again, going back to solid red. And it's still just showing one node.
18:00
Speaker 1
I know. That's okay. Or is that the only child note in this location? Close to the parent node. Okay. Yeah, bring another child node closer to the parent. Try closing the app and then reopening it. See if that there's some change. [silence]
19:00
Speaker 2
You want me to get another child and another child? and okay so we have two right now, next to the parent node The other node, the second node is white as well. Okay, but I'm going to go installer, only one node Okay, alright I can do that [silence] All right. So it it opened it up. I didn't have to log back in again. It already had it for some reason just opened it up. And uh, and it still looks like uh, it's just one node. It's just the parent node. And both of the child nodes now.
19:00
Speaker 1
uh-huh okay so in the this room or or this location how many child nodes can you can you plug okay all right then let's do that let's bring five child notes in this location. All right. Awesome.
21:00
Speaker 2
MIKE, WE OVERCOME FIVE, OKAY, ALL RIGHT, I'LL PUT 'EM ON
21:00
Speaker 1
Uh-huh. Yeah. Okay. Uh-huh. All right then uh let's bring it this well, close to the fair note.
22:00
Speaker 2
Okay, now, that is hardwired internet.
22:00