V2 Rubric Detail — 11d1be2a-69eb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 01:22
Duration
16m 16s
Contact
Jason Kempster
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133695
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided fulfilling the customer's clear request to order replacement nodes, provided factually incorrect product information, and disengaged from ownership without resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve a straightforward request to identify and order compatible mesh nodes. No diagnostic process was followed, incorrect technical information was provided, and no ownership or empathy was demonstrated. The interaction lacked structure, clarity, and resolution, leaving the customer to fend for themselves despite referencing prior contact.

V1 Case Analysis

Customer inquired about purchasing Velop Micro 7 (LN1600) or Pro 7 (MBE7000). Agent incorrectly stated LN1600 is a different model, provided no ordering instructions, and ended without resolution.

Troubleshooting Steps
  • Attempted to identify the correct model (MBE7000 vs LN1600).
  • Provided incorrect information about LN1600 (claimed it was a 'different model').
  • Mentioned stock availability on Amazon.
Key Observations
  • Agent stated 'LN1600 is a different model' from the Velop Micro 7, which contradicts KB documentation (LN1600 is the Velop Micro 7).
  • No official purchasing instructions (e.g., Linksys store URL) or alternative solutions were provided despite customer request.
  • Essential protocol steps omitted: no model/serial collection, no case creation, and no warranty/support eligibility discussion.
  • Call ended abruptly without recap or next steps, leaving the customer unresolved.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Correctly identified MBE7000 as the Velop Pro 7.
Agent Errors / Gaps
  • Materially incorrect technical advice: claimed LN1600 is not the Velop Micro 7 (KB confirms it is).
  • Failed to provide the official Linksys store URL (https://amzn.to/4wAfD4M) or any valid purchasing path.
  • Did not collect model number, serial number, or create a HappyFox case, violating protocol for product-specific inquiries.
  • No follow-up or next steps offered beyond vague stock availability comments.
  • Ended the call without confirming understanding or providing closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly asked to order two new nodes; agent did not provide any purchasing instructions, confirm product compatibility, or facilitate an order.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; agent did not ask for model number, serial number, or verify existing setup before making product suggestions.
R3 Not Met Correct resolution path conf 96%
Agent suggested MBE7000, then contradicted by referencing LN1600, and offered no valid path to purchase — no website, retailer, or availability timeline.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process followed; agent did not identify symptoms, ask clarifying questions, or determine root cause of the customer’s need.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., account lookup, product database, prior case history) to verify product compatibility or availability.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated MBE7000 is 'velo pro' and conflated it with LN1600, which is factually inaccurate per KB documentation.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to frame the interaction, used excessive filler words ('uh', 'um'), and provided disjointed, unstructured responses.
C2 Not Met Confirmed understanding conf 95%
Agent used vague, inconsistent terminology and did not adapt to customer’s clear request for specific model guidance.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the request; no commitment was made, and the call ended without action or follow-up.
O2 Not Met Proactive follow-through conf 95%
No clear next step or timeline provided; only vague statement was 'you need to wait for' with no specifics on restock or ordering process.
O3 Not Met Closure confirmation conf 94%
Customer referenced prior contact ('same person I talked to'), but agent did not access or acknowledge any case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — this was an ordering inquiry, not a technical issue requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, did not acknowledge customer’s effort or frustration, and maintained a flat, disengaged tone.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s confusion or pace; repeated filler words and failed to clarify product differences.
X3 Not Met Overall experience conf 96%
Customer was left to search for ordering options independently; agent added effort by providing conflicting information.
Call Transcript9 turns · 11 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 out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello? Yes, I think you're the same person I talked to. I need to order the two new nodes that I think we discussed. [silence]
11:00
Speaker 2
Thank you for calling Linksys, this is Eppie, how can I help you? [silence] Hello? hello? [silence] This is Eppie from Linksys, how can I help you? [silence] Yes sir. [silence] um [silence] okay so you wanted to order. [silence]
11:00
Speaker 1
um a I'm what? Yeah, OK. What, what model, what model of links nodes do I need to buy? What is my? Yeah, no, but you have a links velup micro seven and a links velup pro seven. Which one, which one do I need to buy? Yes. Is it the pro or the micro?
12:00
Speaker 2
the node sir are you actually calling the technical support sir um and uh you are calling the technical support department this is the technical support department yes you can actually go for the mb-7 000 another mb-7 000 for the mb-7 000 uh hold on let me just uh just give me uh one to two minutes sir I'm just going to verify this [silence] Okay. Did it say, um, Okay, so you have the link. the the one on the the one that you have is actually the MB E series pro let me just verify the serial number hold on
12:00
Speaker 1
Okay. So we won't go Pro 7 Pro okay. Let me order. And then I'm looking on your webpage, I don't see where I can order this. [silence]
15:00
Speaker 2
Yeah, I think, so that, micro, um, thing that you mentioned, that's, uh, another model, that's a different model, it's LN 1600, not the, uh, MBE 7,000, the MBE 7,000 is a velo pro, yes. [silence] It's not in Amazon. Sometimes the MBE 7,000 is out of stock. So, you need to wait for
15:00
Speaker 1
Okay. Thanks. All right. Appreciate it. Okay. Yep. All right. Bye. Yeah. Bye. Yep. Bye. All right. Bye bye.
16:00
Speaker 2
Hmm. Okay. All right. Thank you so much for your time. Thank you again for calling [Linksys]. Have a great night there. Bye-bye.
16:00