V2 Rubric Detail — 0dd4317e-80a0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 22:53
Duration
9m 39s
Contact
916-494-3272
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (+18.2)

V2 Grader Summary

The agent correctly identified the AC1300 extender as Wi-Fi 5 and the MX4200 as Wi-Fi 6, confirming compatibility while explaining the performance gap. Technical guidance was accurate per KB, and a valid upgrade path was provided. However, the issue was not fully resolved (buffering persisted), and communication/troubleshooting had minor gaps, resulting in Partial Resolution. No critical failures (auto-zero) were present.

V1 Case Analysis

Customer asked if AC1300 extender is Wi‑Fi 6 and compatible with MX4200. Agent did not confirm extender model, incorrectly stated MX series are extenders and AC models are Wi‑Fi 5, and provided no resolution.

Troubleshooting Steps
  • Discussed router model (MX4200) but did not obtain extender model/serial.
  • Provided incorrect statements about MX series being extenders and AC models being Wi‑Fi 5.
  • Suggested upgrading to MX series devices without clarifying their role.
Key Observations
  • Agent never obtained the extender's exact model (AC1300) or serial number.
  • Materially incorrect statement that MX series devices are extenders — MX series are routers per KB.
  • Incorrect generalization that all AC-prefixed devices are Wi‑Fi 5 without model confirmation (AC1300 is Wi‑Fi 5, but agent failed to verify).
  • No actionable troubleshooting or verification steps provided to resolve compatibility question.
Positive Highlights
  • Attempted to explain differences between Wi‑Fi 5 and Wi‑Fi 6.
  • Recognized that the customer's MX4200 router is Wi‑Fi 6.
Agent Errors / Gaps
  • Failed to collect the extender's model/serial number (AC1300).
  • Materially incorrect claim that MX series devices are extenders — they are full mesh routers.
  • Incorrectly generalized that all AC-prefixed devices are Wi‑Fi 5 without confirming the specific model.
  • Provided confusing guidance about upgrading to MX series extenders (which are routers, not extenders).
  • Poor call structure with vague explanations and no clear next steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent identified the extender as Wi-Fi 5 (AC1300) and confirmed compatibility with MX4200 router, but did not fully resolve buffering issue; offered upgrade path to MX-series extender as next best outcome.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent conducted basic troubleshooting by identifying symptoms (buffering) and root cause (Wi-Fi 5 extender on Wi-Fi 6 network) through model number analysis, but skipped tool-based verification (web UI, firmware check).
R3 Partially Met Correct resolution path conf 87%
Agent recommended upgrading to MX-series extenders (Wi-Fi 6) for better performance, which aligns with KB guidance on technology tiers; while not a full fix, it is a valid best-effort suggestion given outdated hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (buffering during streaming) and root cause (use of Wi-Fi 5 extender on Wi-Fi 6 network), asked clarifying questions about model numbers, and logically connected AC prefix to Wi-Fi 5 standard per KB.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent used knowledge of model number conventions (AC = Wi-Fi 5, MX = Wi-Fi 6) consistent with KB, though did not direct customer to web UI or check firmware — acceptable for a high-level compatibility question.
T3 Met No misinformation conf 95%
Agent correctly stated that AC-prefix devices are Wi-Fi 5 and MX-series are Wi-Fi 6; confirmed that an AC extender is compatible with an MX4200 router. The claim about 'longer coverage' for newer models is a general performance characteristic of Wi-Fi 6/7 vs Wi-Fi 5 and not a material contradiction of the KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Call lacked strong framing or transitions (e.g., unclear expectations at start), but agent maintained control, stayed on topic, and responded to customer’s repeated concerns without losing direction.
C2 Partially Met Confirmed understanding conf 78%
Agent used accessible language, avoided jargon, and repeated key points (e.g., MX series = newer); filler words ('uh-huh') present but did not prevent comprehension or adapt to customer’s confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stayed on the call, engaged with the issue, and provided a resolution path (upgrade recommendation); did not transfer or abandon, showing ownership despite lack of deep diagnostics.
O2 Partially Met Proactive follow-through conf 81%
Agent suggested upgrading to MX-series extenders as next step; while no timeline was given, a clear action path was communicated based on customer’s goals.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or handoff required, confirmed by Assessment 4.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was within L1 scope and addressed to reasonable extent.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent showed patience and stayed courteous throughout; while empathy was not explicitly verbalized (e.g., 'I understand'), tone remained supportive and non-dismissive.
X2 Partially Met Tone & rapport conf 82%
Agent matched customer’s conversational pace, allowed pauses, and responded to confusion by reiterating key points; minor communication gaps but overall engagement maintained.
X3 Partially Met Overall experience conf 80%
Customer repeated questions due to uncertainty, but agent eventually clarified the Wi-Fi 5 vs 6 distinction; some repetition occurred, but agent reduced effort by interpreting partial info (AC1300) correctly.
Call Transcript16 turns · 17 lines
Speaker 1
Yeah, I, um, I purchased, uh, I got the same node that goes with my mesh, my router, and I had one already, but I purchased another one, but I wasn't sure if it was a a Wi-Fi 6 or not, and I was wondering if you, you could tell me because when I look online, it doesn't really say whether it's Wi-Fi five or six or what. [silence] Yeah, it's, um, a and C, um, [silence]
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. [silence] Thank you for calling Linksys. This is May, how can I help you? Okay. [silence] Sure. Can I have the model number for me to [silence]
00:00
Speaker 1
Yeah, that's what I was thinking. I was talking about the extender. The router I know is the router. I know is Wi-Fi 6. So if the router is Wi-Fi 6, it doesn't matter what the nodes, does extender. Well, if you want some, I'll give you the model number of my router. Let me see. [silence]
01:00
Speaker 2
Can you see WHW zero one? Because AC 1200 is actually the Wi-Fi technology on the router or the Wi-Fi standard. It's not the actual model number. So, what's the model number? Probably that.the Yeah, exactly. Yeah, extender can be set up as well as a router. That's what I said earlier, router. But yeah, go ahead. Can you see the model number the one you gave me is. Mm-hm. Not the router, but the extender you're concerned of. Or you can tell me the serial. [silence] Yes, yes, you are speaking. I'm having a hard time figuring out what you're talking about. Uh-huh.
01:00
Speaker 1
Montreal didn't really say anywhere that it was uh what type of Wi-Fi it was 'caus I want I obviously wanted to get at least a Wi-Fi 6 'caus I have a Wi-Fi 6 router. Um so the one I have that went with the router was the AC 1200. But I read that I read that AC 1300 was better than AC than AC 1200. So I got the 1300. Um but now I'm thinking I should have got the I should have got the 1200 instead. Yeah yeah that's okay that's uh uh uh
03:00
Speaker 2
I see. I see. I see. Uh-huh. I see. I see. Um, actually Any, the thing that starts with AC. Uh yeah, that's under Wi-Fi 5. Our Wi-Fi 6 and Wi-Fi 7 mesh extenders are, the model numbers are any of our MX series. MX series. We have MX2000, MX4200,
03:00
Speaker 1
[KEEP_UNCERTAIN] that's the router. I currently have it's an MX 4,200. Now, it's got a C on it. but I I I didn't know the difference between the the one that has a C, the 4,200 C. as opposed to 4,200. And is that true? Someone's day to say that. Someone's day to say this because the sea is one only from Costco. that's where I purchased it. Is that true? Uh. Yeah, yeah. I'm Mr. did about I wanna say maybe four or five years ago maybe, five years ago.
04:00
Speaker 2
Have. uh-huh. Thank you. Um, well, you purchased it in costco. Is it brand new? I'm seeing. Yeah, cuz in today's technology that is no longer up to date. In fact, it's already outdated since it's still under. [silence]
04:00
Speaker 1
[KEEP_UNCERTAIN] What's the advantage of the viewer? [silence] Yeah, well, there's one. Notice. Well, I can't get it on this one, too. I still notice that when I stream, I still get some buffering with this with this router. And I get it with that extender. I saw that I bought. I have it hooked up to my TV. I thought if I have it directly. [silence]
05:00
Speaker 2
the newer ones, uh, the advantage of using those is it has, uh, those have a longer Wi-Fi coverage and not just that, additional features as well to improve connections for Wi-Fi.
05:00
Speaker 1
Just, you know, to the extender, instead of just having it Wi-Fi, I thought it wouldn't uh, I thought it would reduce the buffering. Yeah. You know, with the streaming. Um, but it seems to not really be a difference. It seems like it sort of buffers the same anyway. So it's okay. So it's, the newer ones will probably have less of that problem. but not the one I have already currently. I do have an MX. Oh. Okay. No, but I, so is my router okay? I mean, it's a MX 4200.
06:00
Speaker 2
do the same? Okay. Yeah. you're about Yeah, it's good for streaming. Something, Yeah, since, you know, technology keeps on upgrading, you also upgrade our devices. So I'll recommend you our MX series instead. As an extender, because you want to expand your Wi-Fi. So it will be better.
06:00
Speaker 1
But one of the extends I told you that is the AC 1200 came with this router. It was a it was extender. it was a package. So I don't understand why. why would they package of Wi-Fi 5 with a 6? Okay. so, so, you said Can you suggest? So they're called extenders. I thought they were nodes but they're called extenders?
07:00
Speaker 2
Yeah, that's still fine. That's already a Wi-Fi 6 router. I'm also wondering, maybe because it's still compatible with the MX 4200. When it comes to compatibility, the AEC and then your MX 4200 will work. It's just that if you're into like streaming, it's better to have instead a Wi-Fi 6 extender as well. Um, both, as what I said earlier, it can be so [silence]
07:00
Speaker 1
Well, the, I thought a router had to have those, those, uh, uh, Ethernet connections in the back. The senders don't have that, leave that jizus have a one you plug it in and you just put one net in that directly to what you're connecting to. I thought a router, I thought a router. has multiple, uh even though it has only one, even though it only has like one internet connection. Uh it doesn't matter, okay. So what did one you suggest? I get has this extender and my text.
08:00
Speaker 2
Set up as a router, or as an extender... uh-huh indeed, so the main... router, we call it the main router, and the rest can be set up as an extender. So, that's why when it comes to trouble, any of the extender can be set up as a main router. That's how our yeah. Yes, it doesn't matter. Any of our MX series, M for Mary, X for X-ray
08:00