V2 Rubric Detail — f45b8de6-755a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:41
Duration
17m 28s
Contact
Lisa Bigaouette
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135488
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall94.2% (+38.2)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through the 5-press pairing method for the MX4200, resulting in the node achieving solid blue status. While technical accuracy and resolution were strong, the interaction had minor communication inefficiencies — particularly during data collection — that increased customer effort and slightly disrupted call control. No escalation was needed, and the outcome was fully successful.

V1 Case Analysis

MX4200 node in solid purple was re-paired by moving it near the parent node and using the 5-press method; node returned to solid blue and is functional.

Troubleshooting Steps
  • Verified model (MX4200) and serial number.
  • Advised moving the node close to the parent node and waiting for reboot.
  • Instructed use of the 5-press reset on the parent node to initiate pairing.
  • Confirmed solid blue LED after waiting period.
Key Observations
  • Agent offered paid support despite the issue being resolvable without it.
  • The 5-press method was used as a user-level pairing step, which is a misuse of the escalation procedure per KB guidance.
  • Long silences and repeated verification slowed the call and reduced efficiency.
Positive Highlights
  • Correctly identified that a solid purple LED indicates setup mode.
  • Successfully got the node back online (solid blue).
  • Provided accurate information about device capacity (200+ devices) and 2.4 GHz vs 5 GHz Wi-Fi compatibility.
Agent Errors / Gaps
  • Premature paid-support pitch for an out-of-warranty case that did not require it.
  • Incorrect use of the 5-press method for normal node pairing. The KB specifies 5-press is for diagnostic escalation, not routine pairing.
  • Unclear or incomplete step-by-step instructions for adding a child node (e.g., no mention of the Pair button or web UI method).
  • Collected phone number with ambiguous formatting and did not verify it.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirmed node turned solid blue and agent said 'we're all good'; issue resolved with successful reintegration of the node.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through bringing node close, performing 5-press on parent, and waiting for LED confirmation — all logical, sequential troubleshooting steps.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but still provided full troubleshooting, which matches the OOW best-effort standard; no dismissal or premature paid support prerequisite enforced.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified purple LED as setup mode, asked about distance to parent, and applied correct pairing procedure — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 96%
No external tools were required; issue was resolvable via KB-backed procedures and LED observation; agent used appropriate knowledge-base steps.
T3 Met No misinformation conf 97%
Technical guidance (5-press method, proximity, wait times) fully consistent with universal_mesh_node_management and universal_5press_models for MX4200.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent lost control briefly during verification — repeated name/email collection despite customer providing it; long silences and disorganized data entry disrupted flow.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed understanding ('solid blue now?'), and matched customer’s conversational tone effectively.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 96%
Clear next steps given: bring node close, 5-press parent, wait 2–3 minutes, relocate if solid blue — with realistic timing expectations.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation, remained courteous, and acknowledged customer loyalty — empathetic and professional throughout.
X2 Met Tone & rapport conf 94%
Adapted to customer’s informal style, used affirmations ('uh-huh'), and maintained engagement during wait periods.
X3 Partially Met Overall experience conf 91%
Customer had to repeat name and email due to agent’s disorganized data entry; effort increased by redundant verification steps.
Call Transcript31 turns · 33 lines
Speaker 2
Welcome to Lynxys 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.lynxys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support may be available depending on your issue. To hear more about your service options, press 2. [silence] Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. [silence] For assistance, press 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. If unavailable, kindly call back later.
00:00
Speaker 1
Yes, Dylan. I'm just have a quick question. So I have a Linksys system, I think it's the mesh thing and I have two extra extenders, the little towers. So I have no, so I have three all together. So the one in the office has a blue light on it working great. The one in the garage, I it's a blue light working great. I have one in a bedroom that has purple light. How do I reset that or get that connected? Okay. How do I do that?
01:00
Speaker 2
This option may be available depending on the issue. [silence] uh, thank you for calling Linksys technical support. My name is Dylan. How can I help you today Sir? Sir: Playing sound waves on speakers. Uh the purple light indicators means it's in setup mode so technically you just have to um add it back to the network
01:00
Speaker 1
[KEEP_UNCERTAIN] [silence]
02:00
Speaker 2
yeah a before anything else man let me just run some verification with you first okay so um let me copy here all right so I was able to pull up a record here under Mr. aki Sinohara oh this isn't you Okay anyway No worries so let me yeah let me just create a record of you here all right so may i have your first and last name?
02:00
Speaker 1
A O you E as in Edward T E T. How do you spell it or how do you say it? A a big one, that's okay. Big one, but I don't care. You can butcher it if you want. My poor kids had to spell that when they were five. Pardon? Oh, m as in Mary I L L Y at S as in Sam V as in Victor T E L.net Yes.
03:00
Speaker 2
how do you spell your last name may Lisa I mean uh say it sorry big go out mmm all right about your email address miss Lisa your email address Okay, so that's millie at SVTO.dot NET alright got it thank you so I'm gonna miss Lisa [silence]
03:00
Speaker 1
That is correct. Sure um the model is MX4200 serial. Let me find it. Oh here. Okay. Jesus. You guys need a bigger sticker from now on. 38u. Uh 10 M five, six C. Uh 16928.
04:00
Speaker 2
...and let me also verify your phone number, that's 65123-81903. Okay. Now, can you provide me the model number and the serial number of your Linksys router? 42080. Okay. How about the serial number? [[silence]] Actually, [[silence]] alright, let me just repeat that it's 380710M 56D16928. [[silence]] [[silence]]
04:00
Speaker 1
Yes, yes. Um, Airstream comes up or Airstream communications is some, I'm, I'm way out in the sticks. Uh, so it's, uh, essentially it like a phone company. Yeah. Oh, sure. No problem. Thank you.
05:00
Speaker 2
you've mentioned that you got three nodes of the MX 4200, correct? Okay. And may I also know who's your Internet service Provider AirStream, communication. Okay. Okay. All right. So let me just finish up the record here. Just bear with me. [silence] Okay, so okay all right. Uh, Ms. Lisa. So I've checked here, your Linsys router and well, technically it shows here that the device is already out of warranty but anyway, uh, doesn't matter. Um, I'll help you out in adding the child node back to the network. So, normally, we do have like, um, we no longer provide a free troubleshooting service for the out of warranty and we offer uh the paid Canix service amounting to $15.
05:00
Speaker 1
Thank you. Thank you. Also, when I upgrade, I'll be upgrading to Lensysy's again, because you guys have great customer service. Um, how far I it's Wait a second. How how far is it to the main one? Um, so I have it in my office and I would say, I don't know, 30 ft maybe? Something like that. 30 ft. Yeah, no more than that.
07:00
Speaker 2
For one section, but for this one sense, just, you know, adding the child node, which is already in Purple, like in setup mode, it can be easily done, so we can proceed with the troubleshooting. All right, by the way, how far? Oh, sure. We we we really appreciate that. So how far is this child node to the network? I mean to the to the parent, to the parent node? Sorry. Okay. Okay. Can we bring this specific child node near the parent node so that we can easily add it?
07:00
Speaker 1
So bring it, so bring it closer. Okay. My daughter just went and grabbed it, so she'll be here just in a little second. Good. You got it? Good. Okay. And then should we plug it in? Okay. Set it down there and I'll plug it in. Okay. It's all plugged in. How is it blue all over the screen? Oh, okay. Okay.
08:00
Speaker 2
[silence] please. [silence] please. [silence] okay, so let's just wait for at least two minutes to for the device to reboot and set up.
08:00
Speaker 1
Okay. Cool. Yeah, it was working so good. And then I unplugged, or we left power, and then I moved it, and then it just went to hell. I think it's just, maybe it was too far away for the, to find the network again. But I, Yeah, I have a, I have a pole barn that is a hundred feet away from the house. Um, and I use those wise cameras, those ones by YI. And this um, has really been helpful in extending that uh Wi-Fi close, you know, close out to the barn so my cameras work out there. But, when it goes down then everything is dead. Okay now it's purple. Yeah
09:00
Speaker 2
to add attack with a network. All right. uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. There's actually a lot of factors that may have caused the child node to disconnect. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. All right. Uh-huh. Uh-huh. I see. It's all purple now. Okay. So, on your parent node,
09:00
Speaker 1
Oh. Okay. The parent node? Okay. Five times in five seconds? Okay. Okay. I did that. Okay. It's a blinking white. Okay. Oh, yeah. It's blinking. Okay. Now it's red.
10:00
Speaker 2
the reset button on your parent node five times within five seconds, so yeah, not too, yeah, not too fast and not too slow, it's just a normal counting, yes, press it five times within five seconds, so it's one way of adding the child node manually, okay, so that's let's just wait for it, okay, that's uh it means that it's already on pairing mode, so you'll know if your child node is also communicating, I mean already communicating with the parent node if it will start blinking as well, okay, so let's just wait for it to be added.
10:00
Speaker 1
For whatever reason, the parent node is back to blue. Okay. Oh, sure. I wrote all that down in case it ever happens again. So I know what to do. [silence]
11:00
Speaker 2
Mm-hmm. Okay. That's a, that's actually a normal light pattern. So let's give it at least two to three minutes to be added back. And let's see what will happen, depending on the light indicator that it will give us. Okay, sir.
11:00
Speaker 1
Do you think there's a limit, like, on how many devices I have, you know? I'm wondering if I could get more cameras. [silence] Oh, okay. I think we're good. [silence] I think we're good. [silence] That's comforting. [silence] So then I don't have to worry about worrying about getting more cameras if I want a couple more. Oh, look at it's blue. Yeah. Okay. Okay. [silence] Okay. [silence] Don't unplug it, sir. Go over there. Goodbye.
12:00
Speaker 2
Actually, there's actually no limit, because normally for a set of three, it would, I mean, you can actually cover up to 200 devices or more. Yeah. Yeah. Sure. Anyway, it's solid blue now. Uh, yeah, uh, let's give it some time, uh, at least 30 seconds just to make sure that it will remain a solid blue.
12:00
Speaker 1
Yeah. Looks like it's solid blue. Okay. Sorry. Yeah. So, I can unplug it and go plug it in where I want it? Okay. No. No. It's all by itself in a bedroom with nothing else. There we go. There and there. Okay. Plugged it in and it's oh, it's blue.
13:00
Speaker 2
all right, so we can now proceed in relocating it back to where you used to place it, and then we're all good, that's it. Uh, yes, as long as it's within 30 to 50 ft away from the other node, and it's an open area without any electronic appliances nearby, like the microwave, that would interrupt the signal. Yeah. Okay, that's good. Mhm. mhm. [silence] That's a normal light pat.
13:00
Speaker 1
Yeah. couple minutes. Okay. Um, quick question while we're waiting on that. So, my daughter's room is farther away and we also, a network we have in our house that's not related to it, I think. It's our, our last name. And then on the actual node on the bottom it says this, network or whatever. I don't know. Is she supposed to connect, is does she connect to the, network? is when, when she's like down the basement and she has that option? Is that what that's all about? Should I be connecting to that? [silence]
14:00
Speaker 2
[KEEP_UNCERTAIN] It will go to solid blue right away. but it will start blinking by then. you always give it, um two minutes. yeah. let her way. uh. yes. if it's uh if if it's the default wi fi name that is showing or broadcasting uh it's gonna be just alpha or alpha or hybrid mode so if that's, are you still in hello lobo mode?
14:00
Speaker 1
Okay. Okay. Cause she has an option. It says our, our home network is big glit. And then it also has that vell up, you know, thing on the Wi-Fi options. And she's like, oh, she was like, what even is that? And I said, I think that's the node. And so she's like, well, We'll connect. Yeah. Okay. She's going to kill me cause she's been having that option for like six months and she didn't know she could connect to that because the other one the other one is weak. And is this a 2.4 network? Um because the camera's only go to the 2.4 network instead of the five. Does that? Oh, okay. [silence]
15:00
Speaker 2
That's where your daughter should be connecting. Uh-huh. Yeah, if it's the same Wi-Fi name that it's showing underneath. Yeah, that's where she should connect. Uh-huh. Oh. Oh, I see. Uh-huh. Um, well, um, it's actually normal for the cameras to only connect in the 2.4 because that's where they are like set up to connect. But for devices like phones or computer, they, uh, uh, well, let's say the faster, uh, bandwidth, which is the 5 gigahertz because they are capable of connecting to the 5 gigahertz. Okay, so it's solid blue now. All right, So, just just just give it time. just to, make sure it will be remain solid blue and we're good. Yeah, it's it's actually so easy. I appreciate that.
15:00
Speaker 1
Yeah, we are thank you so much. I so appreciate you guys. When it's time to upgrade, I'll be upgrading with you guys. Thank you. Have a great day. You too. Bye now. [silence]
17:00
Speaker 2
Alright. So I think we're all good for now? Instead of. Alright. Sure. Sure, sure. We appreciate that. We're looking forward to it. Alright. Alright. You're very much welcome. Have a great day, Miss Lisa. And take care. Thank you for calling. Alright, bye for now.
17:00