V2 Rubric Detail — 0c3cc55e-7495-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:04
Duration
8m 22s
Contact
+447917559365
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
Escalation0.00/5
Customer Exp3.21/5
Overall29.7% (+1.7)

V2 Grader Summary

The agent provided materially incorrect technical information by claiming WHW03 is compatible with any mesh node, including SPNMX56, which violates the cross-generation rules in velop_mesh_compatibility.md. No diagnostics were performed, and the agent misrepresented the 5-press method as a standard setup procedure. This technical inaccuracy prevents resolution.

V1 Case Analysis

Customer wants to add a WHW03 V2 node to existing WHW03 V2 mesh. Agent incorrectly stated any Linksys mesh is compatible and recommended incompatible MX/SPNMX models. No correct guidance provided on WHW03 firmware version matching or node addition.

Troubleshooting Steps
  • Asked for model number (WHW03 V2).
  • Incorrectly stated any Linksys mesh router is compatible with WHW03.
  • Recommended incompatible MX/SPNMX models for purchase.
  • Mentioned five-press reset method without context for WHW03 node addition.
Key Observations
  • Agent stated 'any mesh routers will work with our WHW03' at [03:00], directly contradicting KB guidance.
  • Agent recommended MX5655 and SPNMX42 models at [06:00] and [07:00], which are incompatible with WHW03 per velop_mesh_compatibility.md.
  • Agent failed to mention the critical firmware version requirement for WHW03 nodes (v1 vs v2 compatibility).
  • Agent did not verify or instruct on firmware version matching, a critical step for WHW03 node addition.
  • Agent did not collect serial number or discuss warranty status when relevant.
Positive Highlights
  • Asked for the model number and was polite throughout the call.
  • Mentioned the five-press reset method, which is valid for WHW03 devices when used correctly.
Agent Errors / Gaps
  • Provided materially false compatibility information: claimed any Linksys mesh works with WHW03, directly contradicting KB.
  • Recommended incompatible MX and SPNMX series nodes for use with WHW03 system.
  • Failed to inform customer of the critical firmware version requirement (v1 vs v2) for WHW03 nodes.
  • Did not provide correct guidance on adding a WHW03-compatible node to the existing mesh.
  • Did not follow the correct node-addition workflow for WHW03 series (firmware verification, pairing).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve compatibility or setup; only suggested purchasing a new system without confirming a viable path for the customer’s existing setup.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken (e.g., firmware check, signal strength, current node status); jumped directly to recommending a full system replacement.
R3 Not Met Correct resolution path conf 99%
Agent incorrectly stated that 'any mesh routers will work with WHW03,' contradicting KB: WHW03 (Intelligent Mesh) cannot mix with MX6200/SPNMX56 (Cognitive Mesh).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify the root cause of compatibility; did not recognize that WHW03 is an earlier generation and incompatible with Cognitive Mesh nodes like SPNMX56.
T2 Not Met Appropriate tools / resources used conf 98%
Agent did not consult or apply velop_mesh_compatibility.md; provided advice that directly contradicts the cross-generation compatibility rules.
T3 Not Met No misinformation conf 99%
Materially incorrect claims: 1) 'any mesh routers will work with our WHW03' (Contradicted by velop_mesh_compatibility.md: WHW03 cannot mix with MX6200 or MBE7000/Cognitive series); 2) Suggested SPNMX56 as compatible with WHW03 (Contradicted by velop_mesh_compatibility.md); 3) Misrepresented the 5-press method as a general setup tool for adding nodes, whereas universal_5press_models.md defines it as an escalation/diagnostic method for specific models.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent guided the call flow and collected model number, but failed to set expectations about compatibility limitations or clarify next steps post-purchase.
C2 Met Confirmed understanding conf 94%
Used clear, plain language, repeated model numbers phonetically, and adapted to customer’s pace and uncertainty.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction end-to-end, did not transfer, and attempted to provide a solution path.
O2 Partially Met Proactive follow-through conf 90%
Told customer to contact ISP or buy online, but did not specify what to ask for beyond model numbers or offer post-arrival support confirmation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Given the technical incompatibility and risk of customer purchasing an incompatible node, escalation to a specialist was warranted but not performed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and responsive but did not acknowledge potential frustration or effort involved in replacing hardware; interaction remained transactional.
X2 Met Tone & rapport conf 93%
Matched customer’s speaking pace, confirmed understanding through repetition, and maintained engagement throughout.
X3 Partially Met Overall experience conf 88%
Avoided holds and unnecessary repetition, but shifted full burden of research and purchase to customer without offering to assist further.
Call Transcript14 turns · 16 lines
Speaker 1
Hello? Oh, hi. I'm just calling because I want to purchase or add an additional Lynksys node, like a Wi-Fi extender. I'm just not sure how to do it. [silence] Yes. Is the model number [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, this is [silence] from Linksys, how can I assist you? Mhm. May I know first, what's your existing Linksys mesh there? For me to provide you model numbers that are compatible with your existing ones.
00:00
Speaker 1
beneath The Linksys thing. Is that where it would be? And do you want the model number or the uh serial number if that makes sense. And now I just don't think it just it just says Giga Clear powered by Linksys. So I've got the serial number and now beneath oh actually sorry I've got I've got the model number as well. Just a minute. It's just underneath. Just going to turn my light if that's okay on my phone. It's really small. I'm trying to actually uh.
01:00
Speaker 2
on the sticker. yeah, on the speaker. Model number will do. Okay, go ahead. What's the serial number? Mm-hmm.
01:00
Speaker 1
i'm just preparing to read it at the moment can you just give me 30 seconds sorry is that okay Okay, sorry about that. Do you want, would you prefer the model number or the serial number? Okay, the model number is W-H-W-03 and then V2.
02:00
Speaker 2
No problem. what's your model number?. OK, thank you. Indeed, this is one of our mesh routers. And actually any mesh routers will work with our WHW03. And just to let you know, that is not really our latest. In fact, it's one of our first ever release mesh way back like 2020, 2018. So, if you're looking to buy an extender, I can also suggest for you instead to have one of our latest mesh. It will be then set up as a main router.
03:00
Speaker 1
Okay. And when, yeah, so at the moment I have the that one um as my main one. Uh and then I have I have a child, I already have an extender node somewhere else in the house which is also an old version. So I'm looking to buy another extender. So if I do that, what you're saying is I what I should probably do is the new one switch to being my main node. Is that right? Okay and who who who
04:00
Speaker 2
and this old one i mean this w-h-w-03 you have will be configured as an extender but it's up to you okay you can still keep that one as a parent node or a main node and just you can then buy still one of our uh latest mesh it can be still set up as an extender model numbers are do you want to take notes of the model numbers? all right and your two existing mesh there will be all configured as an extender to the new one. um, we have the easiest way to set it up. We call that five press reset, where you need to gather all three within five feet from each other. And all three must be on setup mode, meaning you have to reset this old extender so that it will go back to the setup mode. And by doing the five press, like press, release, press, release, press, release on the reset button only on the new parent node, all linksters will be configured online within three minutes. So, but once you have it, you can actually call usher so that we can help you, we can guide you to set up all the nodes then.
04:00
Speaker 1
The extender, obviously where the Giga clear is going is sitting is staying in the same place, but I need an additional extender, or the WiFi extender. Um, so I can change it at the same time if need be, um, to become the main node of course. Um, okay. Well, yes, it probably makes sense to buy the new one. Then then then I can decide that once it arrives. Okay. Can I just write that down? So what I would do is I would purchase it through my internet service provider first, then if not just buy
06:00
Speaker 2
mm-hmm . yes correct yeah so any of our MX series or SPNMX series you can um you can ask your internet service provider about that i think they have our device from their end our SPNMX but just in case it's not there available you can then just purchase it okay SPNMX or MX
06:00
Speaker 1
buy it from Amazon, but is that right? If I buy it, if it's better, if I buy it from GigaClear. Okay. Um, so I have to contact them and then the model number I'm, I'm asking them for, um, Sorry, SPM did you say? Yeah. Five six, okay. Um, four two, okay. So it's SPN, M X and then five six, five five or four two. Okay.
07:00
Speaker 2
Yes. Yeah. Much better if it's coming from their end. Guess the firmware is already from their end as well. From them. Correct. Is SPN. So, Sam, Papa, Nancy, Mike, X-ray. Yes. Correct. S, P, N, M, A, X, 5, 6. So, it can be 5, 6, 5, 5, or 4, 2. So, again, it can be 5, 6, 5, 5, or 4, 2.
07:00
Speaker 1
And it's best to just contact Cavin with that, just specifically. Okay. I will do that and I will buy it through them. Okay. Thank you very much for your help. I'll contact you then once it has arrived. Lovely. Thank you very much. Really, thank you.
08:00
Speaker 2
correct, yeah, for that one, correct, thank you, ok, sure, it ends now, thank you again for calling, you take care, you're welcome, bye bye.
08:00