V2 Rubric Detail — 1c3c4546-7f04-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 21:45
Duration
30m 41s
Contact
937-439-0456
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the customer's inquiry due to contradictory and inaccurate model recommendations, no troubleshooting or needs assessment, and poor communication. No escalation was warranted, but the call ended without ownership, clarity, or next steps, resulting in an unresolved outcome.

V1 Case Analysis

Customer inquired about compatibility of buying two packs of MBE7000 or MX6200 mesh nodes; agent provided inaccurate information and did not confirm compatibility. No resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeatedly gave incorrect model names (MB‑7000, AMEC 6200, Bellowpro 6e).
  • No verification of compatibility between two packs was performed.
  • Agent did not collect any product, serial, or warranty information.
  • Call ended without a clear resolution or actionable next step for the customer.
Positive Highlights
  • Agent attempted to answer the customer's question and remained polite.
Agent Errors / Gaps
  • Factual inaccuracy: mis‑named MBE7000 as "MB‑7000" and introduced non‑existent "AMEC 6200" and "Bellowpro 6e".
  • Failed to confirm whether two packs of the same model can be used together.
  • Did not ask for or record the customer's existing device model or serial number.
  • Provided no concrete next‑step or reference to official support documentation.
  • Did not follow standard protocol for product‑information collection or escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent gave contradictory model numbers (MBE7000, MX6200, MX62, MX200, MX320, MXC 2,00) and never confirmed a definitive recommendation or outcome.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting or diagnostic questions were asked; the agent treated the call as a product inquiry without assessing needs or setup.
R3 Not Met Correct resolution path conf 90%
Agent provided inconsistent and non-existent model references (MX62, MX200, MX320, MXC 2,00) and failed to guide the customer to official compatibility resources or clarify parent-node requirements for mixing mesh systems.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask relevant diagnostic questions, or follow a logical process; responses were based on assumptions and fragmented input.
T2 Not Applicable Appropriate tools / resources used conf 95%
The call was a pre-purchase product inquiry; no tools (remote session, logs, etc.) were needed or relevant to the scenario.
T3 Not Met No misinformation conf 100%
Agent recommended non-existent models (MX62, MX200, MX320, MXC 2,00) and incorrectly stated MBE7000 and MXC 2,00 'go together', contradicting KB which requires Cognitive Mesh nodes as parent when mixing with Intelligent Mesh.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame the call, allowed long silences, and did not guide the conversation; interactions were reactive and lacked control or clear transitions.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear, fragmented language (e.g., 'make that as a main tower') and did not check understanding or adapt to the customer's confusion about model numbers.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent gave inconsistent advice, did not take ownership of ensuring clarity, and made no commitments or follow-up attempts.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or summary were provided; the call ended abruptly with no actionable guidance for the customer.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact with no prior case history to reference or handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred or was warranted; the call was a pre-purchase inquiry with no unresolved technical issue or repeat contact.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer's frustration about long hold times or wall penetration issues; tone remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone, pace, or style to the customer's confusion; responses were disorganized and failed to re-engage or clarify.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat and verify information due to agent's inconsistent model numbers, increasing effort rather than reducing it.
Call Transcript15 turns · 15 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at lynkscom or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
Hi, um, you know, I, and the, and the, by the way, very long time that I'm holding. First of all, you did answer my first question is that, yes, there's actually a customer service voicemail that I can call. In other words, I'm shopping. Um, but the other thing is, and then I tried to dig into I can't necessarily buy one set of three and then, um, uh, that didn't do the trick so I can add three more to go along with it. Uh, you know what I'm saying. Well, yeah, in other words, I have an unusual house situation with very thick plaster walls and mesh metal mesh in between. So, if I buy a a a
24:00
Speaker 2
Thank you for calling Nexus. My name is Gerard Luganhoff. I'm not really sure I understand it, but you're looking to buy more nodes something? Uh.
24:00
Speaker 1
Pack from you and that doesn't cut the mustard, which wouldn't surprise me. I can't just buy a second three-pack and have them all work together as six nodes together if they were the same. Okay. Yeah, because your information site said it would need to know... I guess if I simply bought the exact same the exact same model number thing that that would do the trick. Yeah. So, Well, well, I'm I got to go back and find up, Yeah. You know, I would like to get Consumer Reports has a four-pack, but the four-pack appears to not be available anywhere. Let me go back and look at this Consumer Reports link again.
25:00
Speaker 2
you you can you can go up to 15. model number. Yes. what the what it is the same model number or what's a mesh router that you have it? Hmm. [silence]
25:00
Speaker 1
shoot, sorry, here we go. Luck systems. 4-pack. It doesn't say why the struggling boards. It doesn't say on the Consumer Reports which model number it is. But whatever I buy, if I bought two sets of them, they they could they could still work together if they were the identical model number. Is it? Okay. Um, you know, I read something else about how the administrative password can't be changed or something. That doesn't mean that the that the uh uh uh that that the tapping into the Wi-Fi with a new device um uh has to be a given number. We can make that whatever we want, right?
26:00
Speaker 2
Yes, correct. [silence] Wait, say that one more time.
26:00
Speaker 1
Well, in other words, when friends come over and say, hey, what's your Wi-Fi? And I say, it's the Wi-Fi called the Studebakers and the password is is this. Um, I can make up my own password and name for for what identifies the available Wi-Fi at my house. Okay. Um, I, okay, I think I'm going to buy two sets of your uh, Pro 6s. Uh, is there anything if I want the most powerful thing that goes a blast through plastic walls or around all kinds of crazy corners. Is there any particular model that is more powerful than others? That comes in a three pack? Okay, uh, I'm sorry. [silence]
27:00
Speaker 2
Yes, you can. Correct. There is actually but those are sold out. So model number MB-7000 and MX6200. I'm not sure about the MX6200 though. Sorry.
27:00
Speaker 1
What was the first number again? M B E 7,000. Okay. And then possibly another model number, but you're not sure. So, I guess I should stick with the M B E. [silence] Okay. So M M M M M M B E 7,000 and the other one was M X [silence] M M M six M M M M X 6,200. Okay. And those are the two most powerful. Uh, thank you for uh answering my questions.
28:00
Speaker 2
M M B E 7 000. That's model number. AMEC 6200 but that... oh yeah it's available in Amazon but the MB7000 is not available. 6200 yes. Much welcome but let me just add to that. I mean let me add something. If you're going to purchase this router it's a Bellowpro 6e router and that one is MB7 Wi-Fi router. Make that as a new main node but if you just plan to extend the coverage Wi-Fi coverage just.
28:00
Speaker 1
[silence] By the by the way, I'm sort of losing you here on this. I can't just buy two sets of uh Mbolo 7000 or MX 6200 and they would go together, right? Well, right. Yeah. Okay, make them at the main power. I'm not I'm kind of lost here. [silence]
29:00
Speaker 2
get the MX62. I mean, MX200 or MX320. That should be good. So if you're not planning to make this one as a main tower, because it will be, it will be a waste. Is it's a better specs? I'm not sure what you have there. Yes, they would go together, but I'm just, what, what I'm, I'm assuming that your plan is wanting to make as an extender. So, my suggestion is that make that as a main tower, because they they those are good routers. Better specs. You have an existing mesh, right? I'm not sure
29:00
Speaker 1
No, no, no, no, no, no, no. I'm looking to replace my mesh system that I have that doesn't work very well and simply get your system and plug it into my modem. I mean, these are these are these are these are routers, right? Yeah. Okay. I thank you for your help and you have a wonderful day. Bye bye. Bye bye.
30:00
Speaker 2
make sure to get the model number you have there. Oh. Oh, I see. I see. Yes, these are routers. Yes, correct. I see. I think I understand now. Yeah. Go with the MB 7,000 or MXC 2,00. They go together and they will work. Okay. No, thank you. Well, you two. Thanks so much. Bye-bye.
30:00