V2 Rubric Detail — 17a93da6-66a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:02
Duration
12m 11s
Contact
516-455-4930
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall47.2% (-8.8)

V2 Grader Summary

The agent correctly identified the MR5500 as a mesh router that cannot function as a wireless-only extender and offered alternative extender models. However, missed opportunities to troubleshoot configuration options like AP mode or verify settings via admin UI. While the customer was given a path forward, full resolution was not achieved with the existing device, resulting in a partial resolution.

V1 Case Analysis

Customer asked if MR5500 can work as a wireless extender without Ethernet. Agent explained it's a mesh router requiring Ethernet for integration, but gave conflicting statements and incorrect model numbers (R7,00310, RE7310). Customer chose to return unit.

Troubleshooting Steps
  • Requested and obtained partial serial number (45KO10M) and model number (MR5500).
  • Explained difference between mesh router and wireless extender.
  • Stated that Ethernet connection is required for same-network operation.
Key Observations
  • Agent correctly identified the MR5500 as a mesh router and explained it cannot function as a standalone wireless extender without creating a separate network.
  • Agent provided contradictory guidance: initially said wireless extension isn't possible, then implied it could work in a mesh setup without clarifying prerequisites.
  • Agent recommended invalid product number 'R7,00310', which does not exist in Linksys lineup.
  • No warranty check, case creation, or follow-up path was established despite unresolved issue.
  • Customer was left without a clear, correct self-help path beyond returning the product.
Positive Highlights
  • Successfully extracted model number MR5500 from customer after initial difficulty.
  • Correctly identified that the MR5500 is a mesh router, not a dedicated range extender.
  • Accurately explained that using the MR5500 without Ethernet would result in a separate SSID and network.
  • Attempted to redirect customer to appropriate product category by mentioning RE7310, a valid extender model.
  • Maintained polite tone and allowed customer to express concerns without interruption.
Agent Errors / Gaps
  • Provided invalid product recommendation 'R7,00310', which is not a real Linksys model.
  • Gave contradictory statements about whether the MR5500 can extend Wi-Fi wirelessly without Ethernet.
  • Failed to clarify that a mesh system requires at least one node connected via Ethernet to the main router.
  • Did not verify if the customer already had a primary MR5500 connected, which would affect solution path.
  • Did not mention or suggest using Access Point (AP) mode, which could allow the MR5500 to function as a wired extender if Ethernet were available.
  • Did not follow standard protocol: no warranty status check, no HappyFox case created, no serial/model fully validated.
  • Did not offer any KB article, email follow-up, or official self-service path after customer expressed intent to return.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the MR5500 as a mesh router and explained it cannot function as a wireless-only extender without a cable, which is a valid limitation. Offered alternative extender models (RE7310, R7000) as a path forward, but did not explore if the MR5500 could be configured in AP mode to meet the customer's goal.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed the model number and asked about the customer's goal (using as wireless extender), which is relevant diagnostic context. However, did not attempt to check if the router could be configured in access point mode or perform a factory reset and reconfigure — missed opportunity for meaningful troubleshooting.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the device type and explained its limitations. Offered alternative extenders, which is appropriate guidance. However, failed to mention that some mesh routers can operate in access point mode wirelessly (if supported), which could have been a viable workaround.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (unit not working as wireless extender) and asked about the customer’s intended use, which shows some diagnostic intent. But did not follow a structured process to explore configuration options or rule out setup issues.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not attempt remote access, ask for admin UI login, or guide customer to check settings that might allow AP or extender mode. A review of the MR5500’s capabilities via KB or UI could have clarified options.
T3 Partially Met No misinformation conf 85%
Agent accurately stated the MR5500 is a mesh router requiring a wired connection to function in mesh mode. However, created confusion by implying regular extenders need no cable at all (some require initial wired setup), and did not clarify whether MR5500 supports wireless AP mode.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control of the conversation and eventually clarified the product type and purpose. However, had long silences, unclear transitions, and failed to set expectations or manage the flow effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and attempted to explain mesh vs extender concepts. However, did not confirm understanding after key explanations and gave contradictory info about cable needs, contributing to confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and provided guidance rather than transferring or abandoning. Offered alternative solutions (extender models), showing some ownership. But did not fully explore all options with the existing device before redirecting to new purchase.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (look for RE7310 or R7000 extenders), which gives the customer a path forward. However, no timeline, follow-up, or confirmation process was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent scope and did not require L2/L3 involvement.
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 85%
Agent remained polite and did not become impatient despite customer confusion. However, showed no explicit empathy or acknowledgment of frustration, and tone was transactional.
X2 Partially Met Tone & rapport conf 80%
Agent adapted somewhat by simplifying explanations of mesh technology. However, failed to adjust when customer repeated questions, and did not check comprehension after key points.
X3 Partially Met Overall experience conf 80%
Agent eventually obtained the model number and provided actionable advice. But customer had to repeat information multiple times due to agent’s initial confusion between MAC and model number, increasing effort.
Call Transcript22 turns · 24 lines
Speaker 1
When. That only. Take the. Is that the when signing. Both. 0.00. 0.00. 0.00. 0.00. 0.00. 0.00. 0.00. 0.00. 0.00. 0.00. Hello. Yes. Hi. Um. You need the number from the box or from the router?
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.Linksys.com. Please have your device's serial number ready. For assistance, press one now. For out-of-ware
00:00
Speaker 1
it's on the box I see numbers on the box on the back of the box SN or 5K is that and then MAC number N _{FG} number I don't know if that's what you need or should I go to the back of the machine oh oh okay okay the serial number is 45KO10M watermelary 23E00401.
01:00
Speaker 2
number. It would be... Yeah. Go to the unit itself. There's the serial number and model number there at the bottom part.
01:00
Speaker 1
Oh, the model.
02:00
Speaker 2
And what is the model number. That's at the bottom of the device. There's some model number there. No. It sounds like a Mac address. I need the model number. Could be sometimes at the top of the router. I mean on the top of the router. There [silence] is there's model number there sometimes? Maybe yeah you can try checking the backs. Maybe the model number's there. Model number No model number I need a model number The model number is it's
02:00
Speaker 1
Oh, okay. Once again. Thanks. Oh, okay once again. While there's no number look on the box, go back to the machine. Okay, I got it. I found it. M. lacmeri r. 550
04:00
Speaker 2
It contains letters and numbers. So, it can be, uh, uh, EA1200, E1200, it's something like that. Hmm. [silence] If it's not on the box, it should be at the unit or the device itself. There is a model number there. What is it?
04:00
Speaker 1
[silence]What is mesh? I keep saying the word mesh. I bought the router, you know extender. What does that mean? I'm trying I'm trying to to to to make this unit work with with a router that I got from Verizon, you know, to work.
05:00
Speaker 2
All right. Thank you. That is the one you have there. The mr 5500 is a mesh router. That's the name of that. It means a mesh router. You can you can add another mesh router to that, and then you can extend the Wi-Fi using the same network, same name, same password, same settings. That's how the mesh works, and that's one of them.
05:00
Speaker 1
in in the middle of my house far away not far but uh not next to the router. I don't have to connect to uh I have a uh like a phone cable that go from the router to the unit. I don't need this, right? I can use this unit to extend it. Yes. Right, only electric. Oh. [silence]
06:00
Speaker 2
Is it going on? Sorry, let me ask you a quick question, just a quick question. So are you planning to make Qsubnat as a wireless extender? No cable attached to that, right? That's not possible. Well, if you make Qsubnat with a cable connected to it, it is possible, but it's not going to be on the same network. It will have its own Wi-Fi name and password. Separate from your Verizon router.
06:00
Speaker 1
Okay, but anyway, it doesn't even work, you know, it's uh, it's, I put it on and it's, all of a sudden it disappears. The the the wi-Fi from my phone, from every phone. You know, I call, I bought another one, another model, and I call because I have, I have a extender in the house. I have a big house. I have extender and I I use the extender without any cable, only electric. So I It's connected to the internet, it's connected to the, it's connected right now to the Verizon router and to the electric. And I try to make it work.
07:00
Speaker 2
and it's not what you mean. It's just that this is not an extender. So let's go with your, um, uh, goals. So what's your goal with this one? You want to make use of the wireless?
07:00
Speaker 1
Oh, also I have to buy more stuff to connect to it. but what is the mesh. mesh is an other mesh is the one that you sticking the electric plug with two antennas like small thing? is that mesh? okay. [silence]
08:00
Speaker 2
it it will not going to work because this is again a router not an extender if you want to use this you have to connect a cable to the back of this router and another end is connected to your verizon router that's how it works you you have to get a cable connected to that Router to make it work ethernet cable talking about ethernet cable correct so it's not necessarily No. So, mesh routers. So, this is how the mesh router works. Let me explain it to you. So. First router.
08:00
Speaker 1
Uh, I understand. OK, let me ask you: you have extenders. Are you carrying in your company extenders that work on the on? No mash, no nothing, none of that. Like strong extenders? Can you give me some model numbers so I can look at them? That's what I did. I bought one before.
09:00
Speaker 2
You can connect it to the modem and that will act as a main internet source of the extender mesh or the other mesh that you will have. Those can be wireless, as long as they have the internet source coming from the main mesh, but if you don't have the main mesh, it will not work as a wireless. You'll have to have at least two. One will not work as a mesh. It will just a standalone router. Just a regular Yeah, a regular extender. Yes, we do have a regular extender. Sure, that's the All right, but if you're looking for an extended model number I would suggest it's the R7,00310.
09:00
Speaker 1
uh, uh, E, yes, would you mind going? Yes. Oh, those are completely extended right, right, uh, uh, uh, uh, uh. Yes. I can just plug it in the, in the electric someplace in the house and it's gonna work. I don't need cable from this today. Only for the setup, maybe I need cable to connect, but after that I can disconnect it, right? From the router from Amazon, from a Verizin. Oh man. You're the best. You're the best. Thank you so much. So, I have to go now and and look for those units and return this unit. Second unit.
11:00
Speaker 2
churn. Seven thousand like 7000. and then the other one is R E 7310. an extender yes it's not a mesh it's a regular extender. You don't need cable to connect during the setup because it will work without cable connected to it.
11:00
Speaker 1
فهمت. شكراً جزيلاً. شكراً. '. لا. هذا كل شيء. أنت ساعدتني كثيراً. شكراً.
12:00
Speaker 2
[silence] Oh everybody's welcome, you have other questions? Okay, bye, bye. [silence] All right, thank you everybody.
12:00