V2 Rubric Detail — 0635895e-74cf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:59
Duration
8m 16s
Contact
Hayes Mccarty
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135417
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Feature inquiry

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.4/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.1% (+9.1)

V2 Grader Summary

The agent verified the customer's existing MX4200 and confirmed the new Atlas 6 nodes are the same MX2000 model, advising on parent/child setup. However, the agent incorrectly stated the Atlas 6 is a Wi-Fi 5 system when it is Wi-Fi 6 per KB, delivering a technically flawed resolution. This material inaccuracy prevents full resolution despite customer satisfaction and proper troubleshooting.

V1 Case Analysis

Customer confirmed Atlas 6 (MX2000) nodes are compatible with existing MX4200 Velop; advised they can be mixed and used interchangeably as parent/child. Note: Agent incorrectly described Atlas 6 as Wi-Fi 5.

Troubleshooting Steps
  • Verified customer email and retrieved account record.
  • Identified existing mesh model (MX4200) in the account.
  • Provided compatibility information for Atlas 6 (MX2000) nodes.
Key Observations
  • Agent correctly identified the existing model (MX4200) and confirmed compatibility with MX2000 nodes.
  • Agent incorrectly stated at [01:00] that Atlas 6 is a Wi-Fi 5 mesh system — this is factually wrong; MX2000 supports Wi-Fi 6.
  • Agent correctly advised that MX2000 and MX4200 nodes are compatible and can be used interchangeably as parent or child.
  • No warranty or serial number was collected, but it was not required for this compatibility question.
Positive Highlights
  • Promptly asked for email and accessed the customer's record at [01:00].
  • Provided a clear, concise answer about node compatibility and interchangeability at [04:00]–[07:00].
  • Maintained an efficient call flow with no unnecessary loops or repetition.
Agent Errors / Gaps
  • Incorrectly stated at [01:00] that Atlas 6 is a Wi-Fi 5 mesh system (major accuracy error — contradicts KB).
  • Minor typo in closing phrase ('Linus' instead of 'Linksys') at [08:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed compatibility and provided setup guidance, but gave materially incorrect technical information (Atlas 6 is Wi-Fi 5) that undermined the accuracy of the resolution.
R2 Met Diagnostic thoroughness conf 96%
Agent looked up customer record, verified existing MX4200, asked for email, and confirmed model numbers before giving guidance — relevant and logically sequenced troubleshooting.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified product compatibility but recommended setup path based on flawed technical premise (misidentifying Atlas 6 as Wi-Fi 5), affecting appropriateness of the resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified confusion about model differences and used account lookup, but failed to correct the root misconception: Atlas 6 is a Wi-Fi 6 product, not Wi-Fi 5.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used internal customer record system to verify existing MX4200 and model numbers — correct tool for identity confirmation.
T3 Not Met No misinformation conf 99%
Agent stated Atlas 6 is a 'Wi-Fi 5 band mesh system' — factually incorrect; Atlas 6 (MX2000) is a Wi-Fi 6 product per KB documentation.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control, asked for needed info (email), guided conversation, and closed appropriately without digressions.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated key points, and adapted to customer’s pace and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction end-to-end, did not transfer, and attempted full resolution.
O2 Met Proactive follow-through conf 93%
Agent provided clear next step (use newer node as parent), and no further follow-up was required.
O3 Met Closure confirmation conf 94%
Agent referenced customer’s existing MX4200 and model numbers, showing use of prior data.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this straightforward compatibility question.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous and professional throughout; customer expressed no frustration and ended positively.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used simple terms, and confirmed understanding through dialogue.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition and provided direct answer using available data.
Call Transcript16 turns · 17 lines
Speaker 1
[silence] yes, my name is Hezen Karty. I just bought the Lynxess Atlas six wireless mesh, and I was going to com, I was going
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, the paid support option may be available, depending on the issue. Hi, thank you for calling. This is my name is Rackhill, and I'm a systems engineer. Mhm.
00:00
Speaker 1
stuff to set it up right now, but I also have – I'm sorry. Can you hear me? Yeah. I was also – okay. I was also going to combine it with the Linksys – I have three Linksys Velop and I was going to combine the two which I checked before I ordered and they said I could do it. The question I have is, I can't find anything on the devices I just bought that says Atlas that makes them different than what I currently have with the Velop or the, you know, the older version. And I just wanted I wanted to make sure I had the right product. Okay. Yeah. Well, it's the
01:00
Speaker 2
Mm-hm. Mm-hm. Which one is the potato and the bus? Okay. Uh... Okay, Atlas 6 is actually a Wi-fi 5 band mesh system. And just to verify, may I have your email address so that I can check your existing record here with your existing nodes?
01:00
Speaker 1
E-H-A-Y-S-M-C-C-A-R-T-Y-[silence]-at ([silence]) I'm sorry, at gmail.com.
02:00
Speaker 2
mhm. mhm. mhm. Okay. At. All right. Thank you. Let me check it here. All right. So I've got a record and your existing um model number here is MX 4200. Yes. It's actually a tri band and right now, this MX 4200 is working fine and existing solid blue and with internet, right? And you're just adding another node to extend Wi-Fi, correct? Okay. Okay.
02:00
Speaker 1
So, I don't know how it's registered, but then the new ones I just bought, you know, yesterday on Amazon and they just got delivered. And my really my basic, my basic question is how do you tell the two apart? Because they're supposed to be, you know, the new ones are supposed to be considerably better than the old ones, according to what I understand. No. I mean, I have, I have three additional um modes that I intend on setting up after I set up the the Atlas modes. Mhm. Mm-hmm.
03:00
Speaker 2
to use the MX 4200, which is your existing one, the older one, as the main parent node. If you're just adding the Atlas 6 to the existing one, that's fine. They're both compatible. [silence] Okay. The difference is the SKU or model number. You can, there should be like a model number at the bottom that says, for the Atlas MX 55. Or MX [silence] Yeah yes.
04:00
Speaker 1
2000 and it has that on both of them. Mm-Hmm. I understand. I understand. I'm still trying to get to the base. My first question really is, and you say it's at the bottom, the print's so small I can't read it. Maybe I can take a picture of it and blow it up, but the new Atlas modes that I just received that the box says are Atlas, I don't see anything that I can read on the bottom that says it's any different than the old ones that I had. That's my question. Mm-Hmm.
05:00
Speaker 2
uh-huh. Okay. Yes. MX-2000, that's the correct model number of that node. And if you're going to use one of it as a main parent node, either of the two, so you can select one of the two. And the other one will be used as a child node. If you're going to set it up as the... Atlas 6.
05:00
Speaker 1
Well, right. Okay, that's correct. But my question is then why are the the old ones that are two to three years old. Why are they also MX2000? [silence] Great.
06:00
Speaker 2
you got the MX 2000. Okay, for that possible, um, might be that the newer one that you got is stuck in the shelf. So you just got it. It's still available. It still has a stack and your MX2000 is sold, existing one is actually the last release, the all, I mean the Atlas six. Let me double check it here. It's actually all if you have existing MX2000 and you got a new, newer one. MX2000 they're all the same, basically the same. It's just that you just got.
06:00
Speaker 1
Okay. But even though the box says it's Atlas, it's still the same as the ones I had that were two years ago or three years ago. Okay. Alrighty. Well, that's the question. I didn't want to start setting it up if it was the wrong wrong uh nomenclature or something because I, I mean what I was told was that the Atlas ones with the Wi-Fi 6 should be the, uh I should pick one of those as the mother node and, and the other two I should put in the areas in the house that have the weakest reception and then I should augment it with the older ones. Is that correct? Mhm. Mhm. Okay.
07:00
Speaker 2
the first batch that's the one that you have existing yes but uh-huh uh-huh I see I understand yes that's correct actually the newer one should be the parents node and the older one is the um child node but all sim since you have all the same model number which are a PL six you can just add the newer one as a child node to
07:00
Speaker 1
All righty. Okay. All right. I think I got it. Well, thank you very much for your help. I appreciate it. All right. Thanks. Bye.
08:00
Speaker 2
Expand the Wi-Fi of your existing. MX 2000. as well. Mm-hmm. . Thanks for calling Linus. of friends. Have a wonderful day. Yeah.
08:00