V2 Rubric Detail — 06fd69a8-7ad6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:05
Duration
10m 16s
Contact
407-739-2932
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to diagnose the customer's mesh compatibility issue, gave inaccurate advice about mixing mesh generations, provided no clear resolution or next steps, and did not use any tools or show empathy. Consequently, the call ended without a solution and all primary performance indicators are marked Not Met.

V1 Case Analysis

Customer wants to add a third node to an MX6200 mesh. Agent gave incorrect compatibility advice and did not provide a clear solution.

Troubleshooting Steps
  • Asked the customer to repeat the model number.
  • Suggested looking at MX6200, MX2000, MX5500, and MBE7000 models.
Key Observations
  • Agent gave multiple materially incorrect compatibility statements: MX6200 is not compatible with MX2000, MX5500, or MBE7000 (cross-generation incompatibility).
  • Agent misidentified MX6200 as an Intelligent Mesh model; it is a Cognitive Mesh model.
  • Agent incorrectly claimed that 'Intelligent Mesh' models are compatible with MX6200 (Cognitive Mesh), which contradicts KB documentation.
  • Agent incorrectly stated that the black MBE7000 is not a mesh system — all MBE7000 variants are Cognitive Mesh nodes.
  • No warranty, serial number, or case number was collected despite the opening script requesting it.
  • Call ended without a clear next step, leaving the customer without a solution.
Positive Highlights
  • Agent asked the customer to repeat the model number to confirm the device (01:00).
Agent Errors / Gaps
  • Incorrectly claimed MX6200 nodes can be mixed with MX2000, MX5500, and MBE7000 nodes (cross-generation incompatibility).
  • Mischaracterized MX6200 as an Intelligent Mesh product; it is a Cognitive Mesh model (per led_mesh_system_identifier.md).
  • Incorrectly stated that 'Intelligent Mesh' models are compatible with MX6200 — KB explicitly states that Cognitive and Intelligent Mesh cannot be mixed unless Cognitive is parent (and even then only under strict conditions).
  • Incorrectly claimed the black MBE7000 is not a mesh system — all MBE7000 variants are Cognitive Mesh nodes (per velop_mesh_compatibility.md).
  • Failed to collect required product serial number or warranty status.
  • Did not provide a definitive ordering recommendation or confirm the customer's next action.
  • Ended the call abruptly without summarizing or setting a follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirms a compatible node or provides a definitive solution – 'maybe have to stick on the one that you have right now.'
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting; agent just suggests random models without confirming the existing nodes or firmware – 'you can buy actually the same model mx 6200 … or mx 2000 or mx 5500 …'.
R3 Not Met Correct resolution path conf 95%
Agent recommends mixing generations (cognitive MX6200 with intelligent MX2000/MX5500) which the KB states is not allowed – 'the intelligent models are also compatible'.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to ask any diagnostic questions regarding firmware or current network state. While the model is confirmed, the agent jumps to product suggestions without verifying if the customer's current setup allows for the suggested mixed-generation nodes.
T2 Not Met Appropriate tools / resources used conf 93%
Agent does not use the authoritative KB or internal tools to verify compatibility. Instead, the agent relies on memory and directs the customer to search Amazon and Best Buy, which leads to the provision of inaccurate technical advice.
T3 Not Met No misinformation conf 98%
Materially incorrect technical guidance: Agent states 'intelligent models are also compatible' (referring to MX2000/MX5500) with the MX6200 (Cognitive Mesh). Per led_mesh_system_identifier.md, mixing is only supported if the Cognitive node is the parent and the 5-Press method is used; the agent presents this as general compatibility without these critical conditions. Additionally, claiming the black MBE7000 is 'not a mesh system' is a misleading simplification of the ISP-specific lock described in velop_mesh_compatibility.md.
Communication
C1 Not Met Clear & professional language conf 94%
Agent’s dialogue is unfocused and rambling, offering no clear agenda or structured flow – 'okay alright so have you tried to look at available models…'.
C2 Not Met Confirmed understanding conf 93%
Communication is vague and uses confusing language; no effort to match the customer’s level – 'Don’t buy the one that is black'.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership; pushes the customer to search the website themselves – 'I’m at the support center page… let me just see if I can do this here'.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline were set; the call ends without a plan for the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent never escalates despite providing incorrect technical guidance; no escalation trigger was acted upon.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy or acknowledgement of the customer’s frustration – the agent offers only procedural statements.
X2 Not Met Tone & rapport conf 92%
Agent does not adapt tone or pace; continues with generic, confusing statements.
X3 Not Met Overall experience conf 94%
Customer is forced to search the website and locate parts themselves, adding unnecessary effort – 'All right, I’m at the support center page…'.
Call Transcript20 turns · 20 lines
Speaker 1
Yeah, you said you're name is Trish.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi. Thank you so much for calling linksys. This is Trish. Can I help you? Yes.
00:00
Speaker 1
Okay, I have a, Lensis model number m is Michael, x is X-ray, 1, 6, 2-0-0. And it is a three and I have three total nodes, a parent node and two children nodes. And I want to add a third one and I want to make sure I'm ordering the right Lensis module that will be compatible with what I already have set up. Buy a additional module, additional node. [silence]
01:00
Speaker 2
uh what's the model number again okay uh-huh what do you know uh see you are planning to buy uh and
01:00
Speaker 1
So I have three, I'll have three total versus just two. All right. Well, I have the parent and the two children. I want to add a third and I just want to make sure that it's compatible so I don't have issues when I go to add it. Yes. Um, uh I did find one, mx, one pack. It's gray. I'd really look for white. Um, maybe it'll Oh, there it is.
02:00
Speaker 2
okay alright so have you tried to look at available models in our um w wito I mean uh wito stores or like amazon or best buy you're calling from u.s. right have you tried to look sir for the same model like m m x m x 6200 m x 6200
02:00
Speaker 1
[silence] Micromesh, that is definitely not the same one. let me see this one. This looks like the right one.[silence]
03:00
Speaker 2
okay well um you can buy actually the same model mx 6,200 or the intelligent mesh they are also compatible like if you can find mx 2,000 or mx 5500 or you can also look for MBE 7,000 developed Pro 7 but if you will buy the MBE 7,000 we recommend to have it as the main router because technically it has higher technical specification than the MX 6200 because the MBE supports uh Wi-Fi 7 technology
03:00
Speaker 1
That and that, that model. What is that number of the, the upgrade and what? And that would be the parent. Okay.
04:00
Speaker 2
So, they are also they're compatible with the MX-60. I am MBE7-7,000. Hey! Yes! If you will if you can buy that. [silence] And I just wanted to also remind you uh sir that uh there's like a model uh sir of MBE uh there's an MBE t Sir 0 which is black in color. Uh that is not a mesh system sir, so please you're free.
04:00
Speaker 1
Uh, okay. Uh, MX, no, MB E7000, right. All right, I'm not, I'm not seeing that there. All right, I'm going to your website. Uh, okay. linksys.com. Let me just see if I can do this here. all right, I'm at the support center page. How do I get to your, to your, to just your website? Oh, linkss.com/products.
05:00
Speaker 2
Yes. Don't uh just don't buy the one that uh just don't buy the one that is uh color black. Don't buy this color black. [silence]
05:00
Speaker 1
it. Is that considered a pro 6e or a pro 7. These are switches. Wait a minute. I need products. Okay. Taking me to everything, but where to buy one?
06:00
Speaker 2
M B E What do you mean? The? The M B E It's uh, it's a Velo Pro 7
06:00
Speaker 1
And there is no MBE 7,000 on Amazon.
07:00
Speaker 2
Okay, then just look for MX6200 or the MX, uh, are the other, uh, intelligent models. Because the MX62 is a Cognitive Mesh. You can, uh, the intelligent models are also compatible. Uh, but, um, I guess through that you can, uh, like rarely find, uh, model, uh, available units in Amazon or Best Buy, uh, because we no longer manufacture such models, uh, in, uh, the US. So, we are right now, we are, uh, our market is focused on the, uh, business to business, uh,
07:00
Speaker 1
Well, that's not good. Uh, all right. I'm trying to find link. All right, Linksys. Uh, no, there's nothing on Best Buy either. That looks compatible. That was not so, Backstup.
08:00
Speaker 2
Like, partnering, uh, with the, uh, internet service providers in US, I mean, in UK. So, um, that's why, um, our US customers, we all, we're still supporting them, of course, but, um, we no longer have, uh, units on, uh, for the US. How about MX2 200, sir?
08:00
Speaker 1
neep. OK. I guess I, I found a gray one. Grape. OK, but it is an MX6200. OK. Unbn. All right, I'll look one more time for this Mbe 7000. All right, thank you.
09:00
Speaker 2
So I guess, sir, that the units, I mean, the available, I mean, there's really no available units, sir. Maybe have to stick on the the one that you have right now. Yeah, I think that it's, that is just the same, sir. It's just the manufacturing or the esthetics. Okay. All right. Um, do you have any
09:00