V2 Rubric Detail — f29babd8-6e3b-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 13:11
Duration
6m 42s
Contact
Emanuel Ugbekile
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134230
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping wireless connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide best-effort troubleshooting for an out-of-warranty device and immediately pivoted to a paid support offer without attempting any resolution steps.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provide technical guidance, or demonstrate ownership, instead citing expired warranty and offering paid support. Despite clear symptoms (flashing red/purple lights, intermittent connectivity), no troubleshooting was attempted, violating OOW best-effort standards and resulting in an unresolved case with multiple critical failures.

V1 Case Analysis

Customer reports intermittent red/purple LEDs and slow speeds on Velop mesh. Agent confirmed channel-finder used, stated warranty expired, offered paid support. No model collected, no troubleshooting beyond LED inquiry.

Troubleshooting Steps
  • Asked about LED status on nodes
  • Confirmed channel-finder had been used
Key Observations
  • Agent did not collect product model number despite hardware-related issue.
  • No substantive troubleshooting (reboot, WAN check, node repositioning) was performed.
  • Warranty status declared expired with high confidence; paid support path was appropriate for out-of-warranty.
  • No technical inaccuracies found in agent guidance.
Positive Highlights
  • Accurately stated warranty status
  • Offered appropriate paid-support option for out-of-warranty customer
  • Confirmed channel-finder usage without contradiction
Agent Errors / Gaps
  • Missing model number collection
  • Failure to follow standard mesh-troubleshooting flow (power-cycle, WAN verification, node placement)
  • Premature closure without confirming a technical path beyond paid support

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; only mentioned warranty expiration and offered paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., reboot, cable check, speed test) were performed despite clear symptoms of intermittent connectivity and LED changes.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have provided best-effort troubleshooting (e.g., reboot, firmware check, placement advice), but instead refused assistance and pushed paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow a logical diagnostic process — asked vague questions about 'ward' instead of confirming wired backhaul, did not isolate source (modem vs. mesh), and skipped basic checks.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., router admin page, speed test, WAN port LED check) were used or suggested, even though the issue required diagnostic verification.
T3 Partially Met No misinformation conf 90%
Agent correctly stated warranty status and that guides exist online, but provided no technically accurate troubleshooting steps or explanations for LED behavior.
Communication
C1 Not Met Clear & professional language conf 96%
Call had long silences, unclear transitions, and no agenda; agent lost control by asking incoherent questions like 'configured as ward' and failed to guide the interaction.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted language and did not adapt to customer’s technical description of LED patterns (red, blue, purple) or explain their meanings.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately defaulted to paid support offer instead of taking ownership or attempting any resolution path for the OOW device.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned visiting the support site or purchasing paid help, but gave no specific next steps, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate or provide L1 troubleshooting despite a valid, unresolved technical issue — choosing instead to disengage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Minimal empathy shown; brief apology about warranty but no acknowledgment of customer frustration with unstable internet and random disconnections.
X2 Not Met Tone & rapport conf 95%
Agent maintained a robotic, script-driven tone with long pauses, failing to match customer’s pace or emotional state, leading to disengagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (e.g., node colors), and was directed to paid support instead of receiving direct, actionable help.
Call Transcript13 turns · 13 lines
Speaker 1
Welcome to matter. Help. com. I was calling because I would have an issue with my internet have like spikes in the network and also, like sometimes going in and like, losing network random oh.
00:00
Speaker 2
Welcome to Lynx 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.lynx.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may Please have your devices 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 Lynx. My name is Josh. How may I assist you today? Mhm. Got got this one. [silence]
00:00
Speaker 1
So I'm using right now at the moment, I'm using about three, three or four nodes with the mesh system. And most of the devices are connected directly to the LAN. This Those. Yes, sometimes like the light just randomly goes red and then it disconnects and then after a while it comes back to blue. But sometimes it's just, just sometimes it stays blue, but the internet just goes slow. Yeah, and sometimes it also just goes like purple, but, and then it slows down as well. [silence]
01:00
Speaker 2
[silence] link this router do you have in total? [silence] uh-huh. [silence] So. to the main hand by [silence] all right. [silence] we got this one, sir. [silence] So on regarding with your issue was you able to observe the light behaviors [silence] on the nodes uh during the issue, sir? [silence]
01:00
Speaker 1
yes. no. it's the main node is always blue. it's just the other notes that go red. it's modifiable. yes. Okay. Yes, okay, okay. the serial number is, um let me see it's 43 F1 0M as in Mason. um 5 A.C. 00441.
02:00
Speaker 2
So, when you mentioned that sometimes the light on the nodes goes to solid, oh sorry, it's red, it could either be solid or flashing. So, just to confirm, was that also included on the parent or the main node?
02:00
Speaker 1
Yes, that's correct. Yes, first name is Emmanuel. Last name is Ubikile. That's a U G B as in bra,vo. E K I L E. um just the first name and and last name at gmail.com. um it is AT&T.
03:00
Speaker 2
So is it
03:00
Speaker 1
To the computer as what? Sorry? Okay.
04:00
Speaker 2
The internet are configured as ward. Is that correct? I'm sorry. So the child node that keeps flashing red or solid red, are they configured as ward or war black all? They have some of the child nodes or plugging into the ethernet port. Or LAN adapt or LAN. So that means the ah I I see. I see. I got that one. Sure. All right. But currently the.
04:00
Speaker 1
Yes, all of them are blue at the moment. Yes, I've used the channel finder. Well, my stomach is hurting.
05:00
Speaker 2
so it's on the notes are currently showing match solid block, correct? So for this one, sir, we might need to like optimize the system. And prior Conga did you already try to use the channel finder feature on the links at Got that, so before we proceed, sir. Uh, I'm gonna set your expectation that according hearing on our end, the hardware warranty status of the main node has already expired. And I really do apologize, sir, but we can no longer provide assistance over the phone or chat for out of warranty devices. However, rest assured that all are, uh, what you call this like step-by-step instructions are still available on our support website. However, sir, if you really want to be assisted over the phone, we do have this one time non-refundable support that will last up to 16 minutes or an hour, but it will cost you.
05:00
Speaker 1
I see I don't have a that's anyway. 130. Okay. Uh-huh. No, go ahead. Sorry. Okay. Okay, that'll be fine. Okay, thank you. You too, bye.
06:00