V2 Rubric Detail — 0ca1efba-650e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:50
Duration
30m 5s
Contact
Mohammad Hashemi
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133027
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connectivity
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall28.1% (-27.9)

V2 Grader Summary

The agent accurately described product specs but failed to troubleshoot the core instability issue, offered no meaningful resolution path, and treated out-of-warranty status as a reason to disengage. While some communication elements were adequate, lack of diagnostic effort and customer ownership resulted in an unresolved outcome.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on MR9600 router with MX5300 nodes. Agent confirmed device is out of warranty, suggested unsupported topology (MX5300 as parent for MR9600), and recommended LN1600 upgrade. Agent provided materially incorrect advice about firmware updates, mesh compatibility, and app usage. No troubleshooting performed. Agent offered to email a guide and mentioned paid support. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and inferred model
  • Checked warranty status (out of warranty)
  • Provided topology recommendation (swap router role) and product recommendation
Key Observations
  • Agent incorrectly claimed MR9600 no longer receives firmware updates (transcript [07:00]), contradicting Linksys KB.
  • Suggested unsupported topology: MX5300 as parent for MR9600 (transcript [13:00]) — different mesh families (Intelligent Mesh vs. Cognitive Mesh) cannot interoperate.
  • Incorrectly stated LN1600 does not use Linksys app (transcript [21:00]) — false; it uses the standard Linksys app.
  • Incorrectly implied MR9600 is not Wi-Fi 6 (transcript [12:00]) — both MR9600 and MX5300 are Wi-Fi 6.
  • No basic troubleshooting performed despite customer reporting hardware-like symptoms (power cycling, drops).
  • Shifted to sales and paid support without exhausting free, safe diagnostic steps.
  • Communication was fragmented with long pauses and unclear instructions, reducing customer comprehension.
Positive Highlights
  • Collected essential customer information (name, email, serial number, phone) accurately (transcript [02:00–03:00]).
  • Clearly communicated warranty status and support limitations for out-of-warranty device (transcript [07:00]).
  • Attempted to set expectations about paid support duration and cost (transcript [15:00]).
  • Offered to email a guide, providing a concrete next step for the customer (transcript [16:00]).
Agent Errors / Gaps
  • Incorrectly stated MR9600 no longer receives firmware updates (transcript [07:00]) — contradicts KB.
  • Suggested unsupported topology: MX5300 as parent for MR9600 (transcript [13:00]) — different mesh families cannot interoperate.
  • Claimed LN1600 does not use Linksys app (transcript [21:00]) — false; it uses the standard app.
  • Incorrectly implied MR9600 is not Wi-Fi 6 (transcript [12:00]) — both MR9600 and MX5300 are Wi-Fi 6.
  • Failed to perform basic troubleshooting (power-cycle, reset, firmware check) for intermittent Wi-Fi drops.
  • Did not verify actual model number on device despite customer uncertainty (transcript [05:00]).
  • Offered paid support without first confirming all free troubleshooting avenues were exhausted.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the 'router goes off and on' issue; only suggested topology swap or new purchase, and deferred to paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps like reboot, firmware check, or factory reset were attempted despite clear hardware instability symptom.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified device was out of warranty and end-of-life, but instead of best-effort troubleshooting (e.g., reset, topology change), immediately pushed hardware replacement and paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about power supply, overheating, or recent changes; only repeated model numbers and moved to sales suggestions.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as remote diagnostics, firmware version check, or guidance to access admin interface to assess logs or stability.
T3 Met No misinformation conf 99%
Correctly stated MR9600 is end-of-life with no firmware updates; MX5300 is newer and supports Wi-Fi 6; LN1600 supports Wi-Fi 7 — all factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent introduced themselves and attempted to gather info, but call was marred by long silences, repeated 'Hello?', and lack of clear agenda or control.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple terms when explaining model differences, but failed to confirm understanding and used filler language ('umm', 'uh') excessively.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by stating no free support for OOW devices and pushing paid service instead of attempting resolution.
O2 Partially Met Proactive follow-through conf 92%
Agent promised to send an email with setup guide, which is a next step, but provided no timeline for follow-up or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the agent did not reach a point requiring Tier 2 support.
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 93%
Agent did not explicitly acknowledge frustration, but remained polite and did not become defensive despite customer confusion and interruptions.
X2 Partially Met Tone & rapport conf 92%
Agent adapted explanations to compare models simply, but did not adjust pace or check comprehension when customer seemed lost in technical details.
X3 Not Met Overall experience conf 95%
Customer repeated serial numbers multiple times; agent failed to use already-provided data efficiently, increasing effort.
Call Transcript52 turns · 57 lines
Speaker 1
[silence] Hello? Hello? Yeah. Hi, how are you?
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.linksus.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 have your device's 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. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Oh. Great. Hey. Uh, yes. Can you hear me? Hello? Thank you.
00:00
Speaker 1
I can hear you now. What's up? A, A. Yes. Okay. I have a Linksys at my house and then what's happening to it? It goes off on, off on. I have brought a few people to fix it. They cannot do it. But I found out it might be an older model and might not... Hold on a second please. I want you to check it for me. See if it is older and tell me what the problem is with it. Before I upgrader. No problem.
01:00
Speaker 2
w i f i I uh don't need yes hello for yes sir you want I try to consider replacing your for mmm with hi everyone higher version so that it will be compatible with modern your means mmm okay. All right sir, um let me just gather some information from you. I'll be asking you a few questions about your links this router. But before that, let me create a quick record here starting with your full name. [silence]
01:00
Speaker 1
My full name Muhammad HashamiM.O.H.A.M.M.A.D. Last name HashamiH.A.S.H.M.I. Yes. BS Graves. G-R-A-V-E-S okay. B.F. Graves. G-R-A-V-E-S 2003 at Yahoo.com. okay. if, if, if, if, if, if.
02:00
Speaker 2
I was able to pull up a record for you the number on the call so I can read all the information you provided. The resolution that I could provide to you. So that's, so that's Moramah Hashami. So all right, so how about your email address? Your call success will not be stepped first or will not respond to you. I'm sorry. repeat that one, sir. Sorry. Yes, sir. All right, sir. So that's so that's d f graves 2023 at yahoo dot com.
02:00
Speaker 1
not be it's B, B as boy yeah yes yes go ahead yes okay the serial number on the rotor is three two L 1 0 J 0 4 A 0 0 8 7 8
03:00
Speaker 2
O. Oh, yes, boy. Okay. BF Graves. 2003 at yahoo.com. Okay, got it, sir. Thank you so much for that. And let me also verify your phone number. Uh, that's 9033 497 8538 35. Alright. Now sir, can you provide me with the model number and the serial number of your Linksys router, please? Yes, I can. I need to get he My okay. Thank you. You might have to have the MX. All right. Let me just repeat that. It's 32L for Lima, 10J for Juliet, 04A for Alpha, 008 78.
03:00
Speaker 1
Yes sir. Uh, cock. Okay. And then I got two mesh too, two nodes, whatever you call it. Yes, I got a mesh system. And they might have three of them. Three of them, one of them in the garage, one of them probably in the garage. Uh-huh. I don't know. Where is
04:00
Speaker 2
Alright, got it. And may I know who's your internet service provider? [silence] Cox. I've got 400. If that's the case then you need a higher. router. All right, let me just check your router here, sir, just bear with me. Oh, okay. So you've got a mesh system. Uh huh. yeah, it's one or two or three. I see. So, okay. What I can see here, sir is that you've got a Linksys router with a model number MR9600. Is that correct? Is that correct? [silence] You got [silence]
04:00
Speaker 1
Okay, the model, how can I find the model number? Okay, hold on. Let me see. I took a picture of it. Let me see if I see the model number. Model number. What I see is the serial number and then the MAC address. Okay, perfect. Go ahead. I probably have two nodes, maybe three of them, two of them in the, you know, in the back house and one of them in the garage. Okay. The node, actually I can give, I can provide you the serial.
05:00
Speaker 2
uh you can also find it underneath the divisory it's okay sir that's based on the serial number you've provided me but just to confirm with you sir uh just to confirm with you you've mentioned that you've got two nodes, right? OK. You do have these. OK. Uh do they have the same model?
05:00
Speaker 1
Number on the note too. Okay. The first one 3296 10 Mary 38 apple, 10598. Thank you. The other one 32 Nancy , 1M38A 10848
06:00
Speaker 2
Sure, sure. Can you provide me the serial number of your notes, please? All right. Let me just repeat that. three, two N, one, zero M, three, eight A, one zero, five, five, eight. all right, and how about the other one? one, one M one, two zero. Okay, that's three, two N for November, one, zero M for Mike, three, eight A for Alpha, one zero eight four.
06:00
Speaker 1
Yes sir. Can I ask you a question? Okay. The router and the note, are they, because I, I just moved in this house about a year ago. Are they, are they, are they updated or I need to update it? I need to change it with another one. Uh huh. Okay. [silence]
07:00
Speaker 2
for 8 alright thank you so much for that one sir, let me just check this uh-huh okay, um, just to set your expectation sir, the first one, the MR9600 uh-huh so the MR9600 is actually already part of our end-of-life devices, which means we no longer manufacture this one and also we no longer update its firmware. and looking at here, the device is already out of warranty since 2023.
07:00
Speaker 1
Okay, no. Let me ask you this. Do me a favor. Tell me, should I change the radar? Okay, the 9600 is below them, right? Hello? Hello?
08:00
Speaker 2
so for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. Okay. Hmm. okay sir um I've checked here that the two nodes that you've mentioned and um they have a different model. I mean, they they are a different model and uh they are actually a more advanced than the MR 9600 that you have right now. um they are actually all routers sir it's just that the MX5300 the child nodes that you've mentioned, they are more advanced. Hello, sir. Can you hear me? Hello?
08:00
Speaker 1
Okay. I got mother. Okay. The first one that I can give you, I call it I call it router. Uh the the second one and the third one I call it node. So you're talking about the first one, right? Okay.
09:00
Speaker 2
Hello. I'm actually talking to the child nodes. Yes. So, let me just provide you some insight, Sir. Okay. Uh, the first you called the router, the M real 9600. It's an older model. Yeah, it's an older model and the child nodes, the two child nodes, they are different models which are MX5300. So, the MX5300, the child that the child nodes. [silence] Those Wi-Fi [silence] is 6 and they're different model than your tenant is it is they're supposed to go together. Which is newer than the other one? Exactly. So you're using an older model as your main Wi-Fi and the two other one as child node. So yeah, so it's like uh, when you... It's like 5G, like 5G and 4G together.
09:00
Speaker 1
Okay. Okay. [silence] Yes. [silence] Uh the thing I don't know which one I have an issue with but I think the router the first one that is connected to the main the the car it goes off and on that one goes off and on.
10:00
Speaker 2
The ones that you set up as the child nodes, they are more advanced. They are more advanced than the MR9600. Um, so, uh, I want to understand your topology. So, you set your, uh, your MR9600 as your main router and the two, MX5300 are your child nodes. Is that correct? [silence] I see. And the one that's having issue is [silence] Hmm. [silence]
10:00
Speaker 1
When we are on the computer, it does it when we are at, I mean, it does it all the time, so, so. We call it MR watch, let me write it down, MR watch.
11:00
Speaker 2
93,600600. And the child nodes, the two child nodes are MX 5,300. MX 5,300. Mm-hmm. So just to provide you some information about the two models, so let's let's try to compare the Linksys MX5300 and the MR9600 based on the information here. On our end, OK, so the mx5300 the ones that you set as a child node is part of the mx series with a combined Wi-Fi rating of AX 10600 supporting Wi-Fi 6 with high throughput and mesh capabilities. So it has four land ports and support externall storage features. While The MR9600 on the other hand is a high performance mesh router with Wi-Fi 6 technology as well, typically dual band AX600 class design for large coverage and strong performance. So in general, the MX5300 offers a higher combined Wi-Fi rating compared to the MR9600, which means that the MX5300
11:00
Speaker 1
Okay, so, so what would I do? I would take, I would
13:00
Speaker 2
May provide faster speeds and better mesh networking capabilities. So if you want the best Wi-Fi 6 mesh system with more LAN ports and potentially better throughput, the MX5300 is likely a better choice to become your main router instead of the MR9600. Although the MR9600 is still a strong router but with a lower Wi-Fi rating. What what I can suggest is, um, you swap your MX5300 so one of your node will become your main router and the MR9600 will become your child node.
13:00
Speaker 1
[silence] oh, I see. I can do that, huh? But they are different though. They look different, not everything is different. Okay, so, uh, so if I do that, and if I'm done, um, and if I don't, uh, if I don't solve my problem, what would you recommend?
14:00
Speaker 2
uh-huh yes yes they're they're they're very very different sir because technically the MR-9600 is an older model and the MX5300 is more advanced than the MR-9600 I can recommend sir um changing your topology instead of upgrading yet so well it's actually on your own discretion whether you're going to upgrade your system cuz technically all these routers that you have right now they are all uh
14:00
Speaker 1
Okay? Okay, no, no problem. What I would do is when I'm at home, first I'll listen to your recommendation. I'm going to go take those M50-300 and connect it to the main to the Cox and then connect the MR 9600 to the (phone rings)
15:00
Speaker 2
Unfortunately for uh again out for out of warranty um definitely says we no longer provide a free troubleshooting assistance over the phone. [silence] Uh we do have an ongoing support uh through our paid connect service for a one-time fee of about $15 which you might want to consider. [silence] uh mm-hmm. [silence] But just to set your expectations uh the uh paid connect service would only last uh for 60 minutes and it's only for one session. [silence] Mhm. [silence] Uh-huh. Uh-huh. Mm. [silence] up to the clock, yes. [silence]
15:00
Speaker 1
to the, you know, make it a child knows. If it solves my problem, for a vet, that's okay. That would be good. If it's not I'm going to call, yeah. If it's not, what I'm going to do is I'm going to call you and I'm going to pay you $15 for 60 minutes and then go from there. So, should I ask for you or just call? Anybody can help me? Okay. [silence]
16:00
Speaker 2
Uh-huh. That would be good. Yeah, that's better. You don't have to spend any more. Mmm. Mmm. to help you. Uh-huh. Yeah, sir. You can just call, sir, cuz the call is randomized. I mean disbanded randomly, so anyone can receive. But anyway, they can all help you with your concern. But if you want, sir, I can uh I can I can send you an email for now, you know, for you to have a guide on what would you do.
16:00
Speaker 1
Oh, I have to do it. I have to do it... Oh, I see. Okay, send me an email. I don't want to mess it up and then then I won't have anything at all, you know? Okay. And then the other question that I have, if I want to buy a new system, to get me a new system with about three nodes,
17:00
Speaker 2
because you need to reconfigure your router. And you need to go back from scratch and uh set up your routers again from scratch. yes sir. yes sir. You need to reset all your routers, because you need to create or to- you need to set up the- the new parent, which is the MX5300. I'm sorry. are you a terminal? yes sir. uh-huh. yes sir. yes sir. sure. uh-huh. uh-huh.
17:00
Speaker 1
okay. Netgear is probably the one that you can get pretty much anywhere but more the in store, more the locally and it's kinda more of the beginner range but certainly it is less expensive mesh for maybe in college. Oh, okay. And when they sell it to us or, I have to go on Amazon or or someplace and by. okay. Oh, okay. And then the support, it starts with you guys, right? Okay. What would, okay, what would you recommend?
18:00
Speaker 2
Sure. Unfortunately for now, we don't sell our products directly. So most of our products are being sold through online retailers, like what you've mentioned Amazon, or you can go to Best Buy, or Walmart online, or you can go to some local stores like Target or Walmart. Yes, sir. We can always help you as long as the devices in warranty and it's a mesh system, or it's an MX series like the MX5300 or other series, we can help you with that. [silence]
18:00
Speaker 1
I recommend the best one and the most newest one. If I want to change, what would you recommend?
19:00
Speaker 2
OK. If you want the new one, sir, it was just released last year. It's the latest mesh router. So it supports the latest mesh technology which is cognitive mesh technology. And it supports Wi-Fi 7, which is quite rare, technically because most of the devices are only capable of Wi-Fi 6. So this Wi-Fi 7, not all devices are capable of, is more faster. So it can it's a lot faster than the older Wi-Fi standard. So this LEN 1600. This Micro 7.
19:00
Speaker 1
LL 1600? LL 1600. go ahead. okay? okay? Okay.
20:00
Speaker 2
yes. sir, that's Lima November one-six-zero-zero. That's the the latest one that we have. It's dual band, it's Wi-Fi seven, it's easy to um set up because it has um it has a pair button in it. So you just have to press the pair button. If you want to add the child node, it's just it's really easy to set up, sir. And also, it's a lot faster since it uses um an advanced technology and um again it supports Wi-Fi seven. It also has a lot of feature. It also uses the newer web user interface. So it's
20:00
Speaker 1
it doesn't it doesn't use the link this up. Oh okay. So, so it doesn't it doesn't have to go to the links. Links app right? Links app. Okay. And then can you tell me approximately how much it is? Okay. I
21:00
Speaker 2
easy to navigate and it's all the the settings can easily be access without any issues and it doesn't use the, the linksys app.
21:00
Speaker 1
Is that, is that one I have to buy or I have to buy the notes too? [silence] So I I need to. Okay. Okay. Okay. My question, my question to you is that if I buy that one with three notes, or whatever, three nodes we call it. If I buy that one, do I get rid of MX, MX 5300D goes two? So we start the back.
22:00
Speaker 2
uh, I'm sorry, I can't mean the, is not it available for two unit in one pack, so you need to buy the three units umm Yes sir, unfortunately, yes, because it's not um, it's not compatible comes the MX or the, the, the LAN 1600 is using different web interface. So,
22:00
Speaker 1
Okay, that's over. Okay. Uh-huh. M x y equal zero, okay? Roll for low. And E, okay? So I can add the MX3, MX5300, please, plus there is three more coming you said? Okay, and then and then, see, these MX5300s that I have is wired, you know, it is connected wired. Do we have do we have any wireless? Oh, I can connect it wirelessly. I didn't know that.
23:00
Speaker 2
can cover up to 3,000 square feet. So, each of the node can cover 3,000 square feet and you can add your MX5300 with it. Yes, you can. If you want to buy MX 6200, you can add your MX5300 on that. so you can. You can actually connect it wirelessly, sir. Yes, sir, to the MX 6200. [silence]
24:00
Speaker 1
OK, I can connect here. Yes, I got to connect. Okay, well I have the problem, the problem I have is I got these two MX 353s,
25:00
Speaker 2
And then, uh, that's, that's actually the, yeah, that's actually the difference between the MX 53 and the MR 9600 that you have. T'cause technically the MX 53, you can connect it wirelessly, so that you can, uh, move the, the, uh, um, the node without wires on it or, uh, Ethernet cables hooked up on it. So, that's more convenient, I would say. So you can just place it, uh, anywhere on your house without, uh, setting up the wires and all of that. But you can also connect it while hardwired to the main one. If you want to.
25:00
Speaker 1
but hundreds i i only why and i need if i need to add anything let's say i'm gonna put it to in the package outside i need it wireless so i just connect it to connect it to the electric and then let's get let's get to this the mx to 200 is better than ln 1600 okay okay Thank you. Okay. What about the? MX 6200. The MX 6200 is going to be. Go ahead. Okay. Okay, great let's stop. Now you said the LN 1600 uh with three nodes, it's going to be like about 350 uh 400. What about it what about the Well, you guys don't sell it anymore. Yeah, that's okay. Okay. All right, okay, so MX 6200 right? 6200. Okay.
26:00
Speaker 2
Oh, really. £300. £300 to £300. The uh... as for the MX-6300, sir, we don't really have the exact amount or price, because uh we don't have visibility on the prices on Amazon, because technically we don't sell it anymore on our end. I mean, we don't sell it directly, so it's being sold through online retailers. Hmm. Yes, sir. That's right.
28:00
Speaker 1
Thank you so much. You have answered a lot of question. and I know I'm going to have a lot of question too. Uh, I'm going to try, I'm going to. And you send me the link to reconfigure the, you know, changing and uh, hopefully I can do it. And if I couldn't do it, then I have to call you back. Okay. Thank you so much sir. Appreciate it. Okay? Thank you so much. Thank you sir. Bye bye. Bye bye, bye bye. Thank you. Thank you, sir. Bye bye. [silence] [music]
29:00
Speaker 2
OK. yes sir yes sir sure sure no problem I'll send it to you um right after this call just give me at least uh two to three minutes or five minutes Aira dear very much welcome sir and thank you as well for calling links is technical support just don't hesitate to give us a call back in case you need further assistance all right bye for now sir have a great day take care all right Like I
29:00