V2 Rubric Detail — 10fa3f78-6b4d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 19:36
Duration
17m 59s
Contact
Tony Cioffi
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall39.7% (+7.7)

V2 Grader Summary

The agent partially addressed the customer’s confusion by explaining bridge mode limitations and advising against changes, but failed to use diagnostic tools, misidentified the product model, and provided no actionable next steps. While the interaction avoided escalation and kept the system functional, critical technical accuracy and ownership gaps prevent a full resolution.

V1 Case Analysis

Customer with MBE7000 in Bridge Mode confused about dual SSIDs and app device visibility. Agent misidentified model as MX62, provided incorrect support URL (support.legends.com), and offered no actionable troubleshooting. Call ended with vague advice to 'leave configuration unchanged'.

Troubleshooting Steps
  • Collected customer name, email, and phone number
  • Attempted to locate customer record in system
  • Asked if customer wanted to access node UI
Key Observations
  • Agent misidentified customer's MBE7000 as MX62, a critical accuracy failure
  • Provided invalid support URL 'support.legends.com' instead of official Linksys support site
  • Failed to collect serial number despite discussing in-warranty device
  • No troubleshooting performed for bridge-mode settings, LAN IP, or WPS status
  • Incorrectly suggested reconfiguring to 'auto configuration' to fix dual SSID issue, contradicting KB guidance
  • Agent stated 'we are. we are. we are.' indicating confusion/loss of call control
Positive Highlights
  • Collected customer contact information (name, email, phone)
  • Attempted to locate customer record in system
  • Acknowledged customer's setup was working and advised against unnecessary changes
Agent Errors / Gaps
  • Misidentified product model (claimed MX62 instead of MBE7000)
  • Provided incorrect support website (support.legends.com)
  • Failed to collect serial number for warranty verification
  • Gave no actionable troubleshooting steps for Bridge Mode behavior
  • Made factually incorrect statement about reconfiguring to 'auto configuration' to resolve dual SSID issue
  • Lacked call control and technical clarity, leading to fragmented guidance

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent confirmed bridge mode behavior (Velop acts as extender, no device visibility in app), advised to leave setup if working, and validated customer’s understanding — but did not verify configuration or offer tools to check settings.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked about network visibility and WPS, acknowledged bridge mode limitations, and advised against changes — but skipped key diagnostics like checking WAN IP, SSID source, or router interface.
R3 Partially Met Correct resolution path conf 93%
Agent correctly advised not to change working setup and acknowledged bridge mode constraints, but failed to confirm warranty status or determine if deeper investigation was possible despite product being in warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (no device list in app due to bridge mode) and linked it to correct cause (Velop in bridge mode acts as extender), but did not probe further into configuration or confirm actual network topology.
T2 Not Met Appropriate tools / resources used conf 97%
No use of tools (e.g., asking customer to check local UI at http://192.168.1.1, verify bridge mode settings, or inspect DHCP client list) despite the issue being diagnosable with basic access.
T3 Not Met No misinformation conf 99%
Agent incorrectly identified customer’s system as MX62 instead of MBE7000 — a material error contradicting customer’s own statement and product documentation.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic call flow and responded to questions, but used excessive fillers ('uh', 'so'), lacked structure, and failed to set expectations or guide transitions clearly.
C2 Partially Met Confirmed understanding conf 93%
Agent used plain language and addressed customer’s concerns about WPS and network setup, but did not confirm understanding or adapt messaging to reduce confusion about dual networks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 95%
Agent stayed on the call and answered questions without transferring, but did not take ownership of verifying setup or offering follow-up beyond general 'call us if issues arise'.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or follow-up actions were provided; customer left without actionable guidance beyond 'leave it as is'.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or evident; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted based on the call content — issue was informational and customer accepted current state.
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 94%
Agent was polite and patient, but offered no explicit empathy for customer’s confusion or effort; responses were transactional rather than emotionally attuned.
X2 Partially Met Tone & rapport conf 93%
Agent responded to customer’s pace and repeated questions without frustration, but did not proactively simplify or reframe explanations to improve clarity.
X3 Partially Met Overall experience conf 92%
Agent avoided unnecessary steps and did not make customer repeat device info, but allowed confusion to persist by not offering a diagnostic path or clearer explanation of bridge mode.
Call Transcript27 turns · 31 lines
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back. Thank you for calling, Linksys. This is a Skylar. How may I help you? Hm? Mhm? Okay. [silence]
00:00
Speaker 1
A: Great. Ahem, of my internet, I have a Ahem. A2 gig fiber optic connection with BrightSpeed. Uh. And they sent me a new router. Uh, uh, uh, uh. According to your agent, uh, About I could use my velup system in a bridge mode. Uh, so she helped me deal with that. So So, it's working, and I'm using it as a bridge mode. But I just had a couple of questions. I'm just a little confused. Uh, before I got this upgraded system, I was using both my velup system and the BrightSpeed router. Uh, and I had my velup system connected into the BrightSpeed router, And then I created a separate network. You know, for velup. So, now I've installed the new uh, upgraded router that can handle the 2 gigabyte. Apparently the velup can handle the 2 gigabyte. Supposedly that's what your agent confirmed. Right. Yeah. So, but my question is, should I just have one network or, I mean, it's working okay. I can't check anything on the bright side of the, you know, the the issue because they have a system outage right now. So the only thing I can, I mean, I got the, you know, the router, their router installed and it's it's installed on what was the previous network that I established with the previous router. That makes sense. So I I have two networks again. I'm okay with it, but when I go to my Belop now and I try to see what devices are connected, it doesn't show me, I think because I'm in the bridge mode, right?
01:00
Speaker 2
yes just just one sir one gigabit. mm-hmm. yes. your wireless router is not connected it has been since set to bridge mode. okay
02:00
Speaker 1
Two. I have two. Well, the one that the Velop connects to is called B-R-I-T-T-S-T-T-C, like that. And then the other one is it's also Bright Speed underscore, but it's Falcon, FALCOLN. Now, that's the one that's connected to the right speed router. And then my Velop is connected.
03:00
Speaker 2
Uh. It will still public broadcast a network. When you're on your phone, sure, when you try to detect or view the network, how many networks do you can detect? And what is the what are those two names?
03:00
Speaker 1
The bright speed router, but the bright speed router is the is connected to the modem. So that's that's the way I have configured. You understand this way more than I do, but I, you know, everything's working. I don't want to screw anything up, but I'm a little confused because I thought once I put in the bridge mode, I thought it would just go right to the, you know, that Falcon network and then the other network would kind of go away and I thought I would have to, you know, change my devices that are finding, you know, I mean, you know, the the bright speed TC network. So, I mean, it's working okay. I guess I should just leave alone. I'm just, you know, I'm just trying to get clarification. You know what I mean? I'm just trying to figure things out. Maybe you could explain it to me.
04:00
Speaker 2
okay, and if it's these on debit off from your router, OK, and if it's OK, because the router, the that you have, the it's like dependent
04:00
Speaker 1
Okay, sure. Yeah, two one six nine nine zero, nine zero three nine. Yeah, I've had two Velop systems, and this one, I believe, is only a little over a year old. I think it's still under warranty, but, I mean, it's working okay. I'm not gonna, you know, I'm not complaining about I, You know, the thing is, I like the links, you know, your router, and I like your app, but BrightSpeed has their own set of routers, and they don't support your router, and they don't...
05:00
Speaker 2
because it will just act like a bridge like it's just just a wireless uh even though it's bridge you can still wire some computers to it but um if there's no problems here then um that's good good. by the way ma'am can I have your phone number? um let me just try to um check your records so that I can update your record as well that you called today okay okay thank you hmm hmm oh yeah hmm
05:00
Speaker 1
You know what I mean? I don't care, I use it, but then nothing will work under their app. And then, like I said, with the 2 gig, if I don't use their router, I'm limited to just a one gig if if it goes through, you know, my long router. Yeah. Yes. Yep, that's me. [silence] Okay, which is
06:00
Speaker 2
Yes. Hey, Monia. Uh-huh. Yes. So, let me just check if I get the correct record. It's under Mr. Tony Ciofi and email address hack425@yahoo.com. Uh-huh. Okay. Uh-huh. Just get the correct record. So, um again, everything, uh all the connection will be coming from the Bright speed router since the, um, Lexis, um, router that you have is just a bridge, um, set up as a bridge mode. It's like, um, just an extender. It will just, um, expand your wireless, um, signal. But everything is good, Dick. You mentioned, mentioned,
06:00
Speaker 1
Yeah. Well, it's working. I mean, you know, I, I hate not to use it at all cuz, you know, it wasn't not, you know, it's not a cheap brother. I mean, and uh, you know, when I got it, I had a different provider, internet provider. So, and it work, you know, work fine with them. And then I switched to this fiber optic, which is supposed to be, you know, faster. I I think it is a little bit, but uh, I'm not crazy about this company, but I'm kind of stuck now, you know, so. You know what I mean? Um, I mean, I could, you know, when I first signed up with their service, actually, their technician installed my router, he said, you know, just use your router, you know, and you can use this, but he said it's a better router, but that was for the one gig. Um, but now that I have the two, like I said, I can't use it like that. So, I think I'm using a correct. Okay, so I won't be able to view any devices connected to it though, right? I mean, is there's no setting on there. There's nothing I can do. Yeah. I have the app. I can bring up the app.
07:00
Speaker 2
Yes. With what you with the links is there's another way to access the device as long as you know the name of that specific node that you have you can access it. Let me just double check. Okay. If
08:00
Speaker 1
closes the three nodes and um and when i click on a node it just you know it shows me you know the serial number all that but it doesn't say you know what's connected to it. Right. yeah, I mean it it shows the location, but that's about it. Well it would be nice. Yeah, I mean that's not a big deal, and I don't want to you know mess anything up and get too crazy you know but I just you know I'm looking on the app Yeah, I don't want to mess anything up. I just um I mean if you think it's set up okay and I'm good will just you know I'm okay with it. I I just... [silence]
09:00
Speaker 2
um, but you want also to like access the the user interface of the node, right? it might mess up your connection, yes mm-hmm. we have two Networks but you can set up the router by that serve but again since the router is set up as bridge then it needs to be uh like reconfigure all the settings so set back to like um auto configuration so that you will have a two Networks. I. we are. we are. we are.
09:00
Speaker 1
It's showing, you know, like, I can get off the one network that's connected to my BrightSpeed router and then connect to the network that's with the Velo router, and I still have Connectivity, so everything seems to be working in that regard. So I don't think I need to do anything there, right? Yeah. Well, no, we don't want to do that. I need it to work. Uh, okay. Well, you know, when I when I check, okay, I can check like the download speed. So like, you know, on the app. [silence]
11:00
Speaker 2
You know, you don't need to do anything, as long as your device is working fine, like no encountering issues, we do suggest that just leave it. They are doing, like, change anything because sometimes changing might mess up everything. We have a customer. I year. But in any case, there will be some issues then that you have encountered. So don't hesitate to give us a call so that we can check that, okay?
11:00
Speaker 1
Umm. It's uh, it's only showing above, well, it's just under 500 right now. So it's really not, is that accurate or not really? Okay. Now, what about where it says you can turn on the WPS to connect devices to your Wi-Fi? Should I keep that off? So just keep that off. Okay. Okay. Well, then if it's okay, if you think it's okay, I'm just going to leave it the way it is and I'm not going to worry about it. I thought maybe I needed to change the network to the Brightspeed network. [silence]
12:00
Speaker 2
I hear it can just turn it off, sure, because. um. so that no one can, like, sometimes when you press WPS device, even other devices that activated WPS on their computer, they can automatically connect. We do suggest it's better to manually input the, um, what do you call this one? The settings to connect. What? Oh, okay. Where is it? Can I get a tip? Is it Uh-huh.
13:00
Speaker 1
I don't need to do that. Okay. All right. Gotcha. All right. Thank you. Well let me ask you this, sir. Do you now, I'm sure you're producing a router that does accommodate the two gigabytes, right? [silence]
14:00
Speaker 2
Yes, sir. But as long as it's working fine, sir, that's good. But again, in the future, in any case, there'll be issues, then just take to give us a call, okay, so that we can to properly check what's going on, okay, on the radar. You're welcome, sir. And feel free to visit our website, that's support.legends.com. And again, just give us a until anytime, sir, if you need assistance, okay? [silence] Let me double check. [silence] Let me just check, sir, if we do have a device. [silence]
14:00
Speaker 1
I'm just curious. Okay. Is that a mesh or is that just a standalone router? And how many nodes come with that? Okay. Yeah. MTE 7,000. Okay. Yeah. Okay. Yeah. Oh. Yeah.
15:00
Speaker 2
we have one, the MBE7000, the internet post supports up to 2.5. Yeah. It's a mesh. Uh sorry it's a mesh router. Um it depends. Um there you can buy it in one pack, two packs or three. Depends on what's available. You can actually check it with um in Amazon if there's still available this. I'm not sure if um there's still available dis in the market. Lemme check it on uh local store. Again MBE7000. Yes.
15:00
Speaker 1
OK, you guys don't do trade-ins or anything, right? Yeah. All right. OK. All right. OK. All right. Thanks for your information. Okay. Well, you're OK. Thank you. Yeah, you're OK. Yeah. Okay.
16:00
Speaker 2
Um, No, sir. actually, as of now, we don't directly sell it. so you can um, just check it over in Amazon or any local um stores. okay. I'm sorry. it is so sorry. I thought I post the mute button. okay. and to know more about MBE 7000, sir, you can go to support.linksys.com. okay. and then um it will prompt you to enter what model. you can just type MBE 7000. it will give you information about um MBE. so, just go to um MBE 7000 support. [silence]
16:00
Speaker 1
Okay. Well, what's... I'm looking on the app and it shows this Linksys Velop Pro 6E. Is that...? Oh, okay. Then there's Velop Micro 7, Velop Pro 7. That's... Right. The 7. Okay. All right. Well, take a look. I got... I got this one for free from them, so I'm not going to buy anything more right now. All right. Thank you. Bye bye. [silence]
17:00
Speaker 2
It will give you like a more like description on the router. I this I think that's the one that you have, sir. Um, uh-huh. Uh huh. the one that you have right now is the MX 62. That's the Wi-Fi 6E. While this um, MBE 7000, so it's a Wi-Fi 7. um, okay. Okay. You're welcome. So thank you for calling Ling says this is Skyla. Goodbye for now. Yeah
17:00