V2 Rubric Detail — 0dd03504-7170-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 15:02
Duration
10m 9s
Contact
Peter Gray
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00131865
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating bandwidth

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall84.8% (+18.8)

V2 Grader Summary

The agent correctly identified the customer's ISP-provisioned SPNMX20 (MX20) and recommended the compatible MX2000 mesh node, providing accurate technical guidance and ownership through a promised setup email. While deeper troubleshooting was limited, the request was appropriately resolved with correct product compatibility advice, resulting in a successful resolution.

V1 Case Analysis

Customer (Peter) with SPNMX20 router requested guidance to extend Wi-Fi coverage. Agent recommended MX2000 node, confirmed compatibility, and will email setup instructions. Customer to purchase node independently.

Troubleshooting Steps
  • Confirmed current router model (SPNMX20) and serial number (1841).
  • Recommended MX2000 node as a compatible extension for the ISP-branded router.
  • Provided purchase guidance (Amazon) and offered to email setup instructions.
Key Observations
  • **KB Violation**: Agent recommended MX2000 (Intelligent Mesh) for SPNMX20 (Cognitive Mesh/ISP-branded), which are **not cross-compatible** per `velop_mesh_compatibility.md`. No explicit compatibility check was performed.
  • Agent provided an unverified price estimate (£29.99) without confirming current Amazon pricing.
  • Long silences and filler statements (e.g., [silence] at [04:00], [05:00], [07:00]) reduced efficiency.
  • Agent incorrectly implied MX2000 is an ISP-partnered model ('they removed the two other'), which is factually inaccurate.
Positive Highlights
  • Accurately captured customer’s current router model (SPNMX20) and serial number (1841).
  • Offered to email a setup guide, providing actionable next steps.
  • Confirmed wireless mesh functionality (no Ethernet backhaul required).
Agent Errors / Gaps
  • **Critical Accuracy Error**: Recommended MX2000 node for SPNMX20 without verifying cross-generation compatibility. KB explicitly states Cognitive Mesh (SPNM/LN) and Intelligent Mesh (MX/MBE) nodes **cannot be mixed**.
  • Provided unverified price figure (£29.99) without confirming current Amazon pricing.
  • Made factually incorrect statement about model naming ('they removed the two other'), which misrepresents Linksys product lines.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified that the customer has an ISP-provided SPNMX20 (MX20) and advised purchasing an MX2000 as the compatible mesh node to extend coverage, which aligns with Linksys compatibility guidelines.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent confirmed the model and serial number but did not troubleshoot the root cause of dropouts (e.g., interference, placement, or firmware) before recommending hardware; minimal diagnostic steps were taken beyond identifying the device.
R3 Met Correct resolution path conf 90%
Agent recognized the device was ISP-provisioned (SPNMX20) and correctly advised that purchasing an MX2000 separately is valid for mesh expansion, providing appropriate guidance for out-of-warranty/best-effort support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (Wi-Fi dropouts in certain rooms) and asked about existing nodes, but did not probe deeper into environmental factors, signal strength, or prior troubleshooting attempts to isolate root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote access, logs) were needed or available for this purchase advisory scenario; agent used system-recorded serial number appropriately and acted on verified data.
T3 Met No misinformation conf 95%
Agent accurately stated that MX2000 is compatible with MX20, consistent with Linksys mesh compatibility rules (same generation: Cognitive/Intelligent Mesh), and did not provide any incorrect technical details.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control of the call, asked clarifying questions, confirmed understanding, and guided the customer toward a resolution without being derailed.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated key information (model number), and adapted to customer’s non-technical phrasing about Wi-Fi issues and extenders.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and committed to sending a setup guide via email, following through on a documented action.
O2 Partially Met Proactive follow-through conf 75%
Agent promised to send an email with setup instructions but did not specify when it would arrive or confirm receipt, leaving timeline and follow-up ambiguous.
O3 Met Closure confirmation conf 90%
Agent referenced the serial number from internal records and did not re-ask for information already provided, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was a compatibility inquiry resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was polite and helpful but did not explicitly acknowledge the customer’s frustration or repeated effort with poor-performing extenders.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, responded calmly, and kept the interaction flowing naturally despite pauses and repetition.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used existing system data, and offered a direct solution and supporting documentation to reduce future effort.
Call Transcript20 turns · 20 lines
Speaker 1
Oh, hi. My name is, my name's Peter and I'm trying to find out the, the box number that I need to extend my Wi-Fi. Um, so the linksys box that's in is model number SPNMX20. So what model number do I need to extend that because, um, the reception's not very good, keeps dropping out. We can't see it in some of the rooms. Yes, occasionally disconnects, yes. [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, thanks for calling linksys technical support. My name is Loli. How can I help you? Uh-huh. Okay, so this um router sometimes tends to get disconnected, right?
00:00
Speaker 1
So we've split it so that we've got the two two different bands and some devices logged onto the five uh five gigahertz band I think it is yeah and some devices on the 2.4. um as what We were advised to do by community fiber in London uh well I don't believe so no I think the internet connection is okay but um I I don't have any other nodes I just have this one router which is downstairs [silence]
01:00
Speaker 2
So when you encounter this these issues they're like, what have you done so far on this specific node or router? Uh-huh. Gigahertz. Mm-hmm. So, uh, right now, sir, are all the nodes that you have, are they all connected or is there a problem with your internet connection? Ah, yeah, you only have one.
01:00
Speaker 1
Yeah, so I want to get another one, but I want to make sure I get the right model to extend that router. Well I haven't got it yet. I'm ringing you to ask what to buy. Yeah. Sorry, had you know that? Oh is it? I'll go down and have a look. If you say so, I mean, uh, I don't know how you have it on your records. Yeah. [ silence ]
02:00
Speaker 2
Okay, so you have another router that you wanna add to your network. Okay, so the one that you have, it's serial number ended at one eight four one. We actually have it on our record. Yeah, it's uh you can uh you can check it underneath the router, the current router that you have, it's the s p n x 20. And then,
02:00
Speaker 1
yeah it's certainly uh a 20. um and uh the serial number, what did you say the serial number is one eight ends in one 841. That's correct. yeah okay. So what what model do I need to buy to extend this router or to to to set up as a a mesh network? what model? what the okay. okay. but they they charge per month you see, so I just want it to buy outright. So I think, um.
03:00
Speaker 2
uh uh sounds like it you can actually request the same router to the community fiber or they can actually advise you as well but for this one sir you can actually get the the same one just go to the or just call yeah just call the community fiber and ask for the same model yes oh yeah you
03:00
Speaker 1
Yes, please. Sorry. MX 2000. All right. MX 2000 will extend the MX 20 then, yeah. Okay. How much does how much does it? Okay, how much does it cost? Okay, I'll look it up on Amazon. That's not.
04:00
Speaker 2
Can also buy it outside. But let me just double check that. Okay? So if you're going to buy this one outside, it should be MX 2000. 2000. Yes. Yes. So you can check this one or you can purchase this router on Amazon. So yeah, you can actually. And now, let me check that for you. Okay, ale. Let me just double check it. [silence] Okay, [silence] actually, it's 29.99 here on Amazon. [silence] So Palsmay actually would be more. [silence] right. [silence] On Amazon.
04:00
Speaker 1
Uh, I don't know, but I have an account with Amazon, so I can certainly buy through Amazon. It's not a problem. Oh, okay. Oh, all right, not to worry. Yeah, but it's definitely the MX 2000. It's definitely the MX 2000. But does that have the SPN in front of it? SPN MX 2000. [silence]
05:00
Speaker 2
Do you have the Amazon App Store? Oh yeah. Yeah, you can check it there. Can I actually pull out the Amazon website here on our system, because yeah, it's actually not whitelisted, sir. But yeah, I'm sorry. Yeah. Yes. Yes, that is SP NMX 2000, but they removed the two other.
05:00
Speaker 1
Okay, and the code is different, it's an MX2000 as opposed to MX20. Okay. Okay, all right. I'll go do that, all right then. Uh, so that's great. Well, I'm going to buy one so I can put it in the hall a little bit higher up the stares.
06:00
Speaker 2
But the original model number of yeah, but for the original model number of this one. Because it's actually partnered with your internet service provider, so that's why it has the SP and M since it's partnership with the community fiber and since you want to purchase this one outside the community fiber, so all you just have to do is just to purchase it on Amazon. Yes, it should be a X2000. Uh-huh. Ah, yes. And yeah. Yeah, so how many links this routers are you're planning to get Sir Peter? Okay, if ah, huh.
06:00
Speaker 1
to pick up the signal from this and hopefully extend it further. yeah. okay. okay. okay. okay. All right, but I still need to buy the router. There's no magic cure for this. I need to buy another router, yeah.
07:00
Speaker 2
Oh, yeah. [silence] Oh, okay, I see. [silence] So how about with this one, sir Peter, okay? [silence] To save up your time, of course. [silence] Once you already have the newly purchased router on Amazon. [silence] Because I can actually send you a home network set up guide. [silence] So this email consists of seven troubleshooting information. [silence] So the first one is how to setup a newly purchased router. [silence] The second, and then aside from that one, it also has some other troubleshooting instruction that could might actually be helpful, of course, for you in the future. [silence] Ah, yes, sir. [silence] Yes. [silence] You need to purchase a new one. [silence]
07:00
Speaker 1
Yeah. Yeah, and the Wi-Fi extenders that I've currently got are, you know the ones that are inside the plugs? But those I've got those, but they don't seem to work very well. I still get dropouts. So. Okay. Okay. And I won't need to plug in a run a cat-6 cable or anything. No. Okay, all right then. Okay. Okay.
08:00
Speaker 2
Okay, so, uh, yeah, of course, since this MX 2000 actually has, uh, you know, some ports, then yes, you can absolutely use those ports that is available. You don't need to run a cable for this one, for as long as it can communicate to the parent, then there will be no problem. Mhm. So, uh, yeah, um, just please expect an email with, uh, with the how to set up a new router.
08:00
Speaker 1
okay have you got my email address Yeah BT Internet internet that's correct okay alright then that's great thanks thanks very much for your help then Yes B-T inter-net.com alright then thanks very much okay bye-bye
09:00
Speaker 2
all right what's your email first oh yeah that is peter.s.gray at btinternet.com okay thanks yeah btinternet.com okay it's a good thing yeah yeah so there you go okay thank you so much uh sir peter have a good one okay thank you as well bye now
09:00