V2 Rubric Detail — 3cca04ce-7aa9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 08:44
Duration
7m 42s
Contact
+491733411103
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.62/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall19.2% (-36.8)

V2 Grader Summary

The agent offered product recommendations without gathering any diagnostic information, gave several technical inaccuracies (e.g., Wi‑Fi standards), and failed to set concrete next steps or take ownership of the requested installation assistance. No escalation was needed, but the call ended without a resolved outcome.

V1 Case Analysis

Customer sought advice on upgrading from an older Velop mesh to a new system for use with a Fritzbox 7690 fiber gateway. Agent incorrectly stated MX6200 and MBE7000 are compatible and both use Wi-Fi 7. No model of existing Velop was collected. Offered future setup help.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent made a materially false claim that MX6200 and MBE7000 can be mixed in the same mesh (06:00), directly contradicting KB: 'MX6200 series | MBE7000 series | ❌ No' in cross-generation compatibility table.
  • Agent incorrectly stated MX6200 uses Wi-Fi 7 (04:00–07:00), when KB confirms MX6200 supports WiFi 6E, not WiFi 7.
  • Agent falsely claimed MX6200 is not on the main Linksys website (03:00), which is inaccurate — it is listed under products.
  • No model of existing Velop system was collected, preventing accurate compatibility advice.
  • Despite inaccuracies, agent maintained a polite tone and offered post-purchase support.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Acknowledged customer confusion and apologized for any misunderstanding.
  • Offered post-purchase support for setup and configuration, providing a clear next-step path.
Agent Errors / Gaps
  • Incorrectly stated that MX6200 and MBE7000 are compatible and can be mixed in the same mesh network (06:00) — KB explicitly states they are not compatible.
  • Misrepresented MX6200 as a Wi-Fi 7 device (04:00–07:00) — KB confirms MX6200 supports WiFi 6E, not WiFi 7.
  • Falsely claimed MX6200 is not listed on the main Linksys website (03:00) — the product is publicly available and listed on linksys.com.
  • Failed to collect the model number of the customer's existing Velop system, which is essential for determining compatibility and upgrade path.
  • Did not clarify that MBE7000 is a Wi-Fi 7 device while MX6200 is Wi-Fi 6E, leading to customer confusion about performance differences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed a purchase, installation appointment, or any concrete next step; customer remains undecided.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not ask any diagnostic questions about the customer's internet speed, house size, or device count before recommending a product.
R3 Partially Met Correct resolution path conf 85%
Agent suggested MX6200 and MBE7000 as possible solutions, which are compatible, but gave inaccurate product‑feature information and did not arrange installation support.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No symptom‑identification or targeted questions were asked; the agent jumped straight to product recommendation.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use any internal product lookup tool to verify MX6200 availability, leading to incorrect statements about website presence.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated MX6200 uses Wi‑Fi 6E and that MBE7000 uses Wi‑Fi 7, which contradicts official specifications.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced himself and gave a recommendation, but the call lacked clear structure, pacing, and transition cues.
C2 Partially Met Confirmed understanding conf 85%
Language was generally understandable, but the agent did not verify the customer’s understanding or adjust explanations for the confusion about product listings.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the future installation request; he merely told the customer to call back later.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timeline, or follow‑up commitment were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for a product‑recommendation inquiry.
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 offered a brief apology for confusion, but overall empathy was limited and scripted.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral tone but did not adapt to the customer's evident frustration about product availability.
X3 Not Met Overall experience conf 90%
Providing incorrect product‑feature information and misleading website guidance added extra effort for the customer to verify facts.
Call Transcript16 turns · 16 lines
Speaker 1
[mumbles] Glassfiber box installed in my house. I bought a brand new router for Fibre box and I want to update now my linksy system and I wanted to ask your advice what you think is the best one for me to get and then possibly when I buy it, if I could make an appointment, you could help me to install and configure that.
00:00
Speaker 2
Welcome to Linksys support to assure quality service your call may be monitored please remain on the line for assistance. Hi, thank you for calling Linksys my name is Josh I'm your system assistant today. Ah yes regarding for that one sir I know from me to create to recommend uh
00:00
Speaker 1
Yeah, it's a one one thousand with with the new fiberglass. Well, I already bought it. Wait a minute. I can tell you what it is. It's the Fritzbox and it is the 7690. Do you know that? Fritzbox 7690. The what? [ silence]
01:00
Speaker 2
Sure, so, for your new router, sir, I would recommend the MX 6200. Yes. Uh-huh. So, uh, you mentioned that MX 6200, uh, Holan sir, what was the model again? Uh-
01:00
Speaker 1
I don't. So, maybe maybe I should repeat my situation here. I have this new Fritzbox 7690 to install because I have the new fiber class connection and I'm going to replace the older Fritzbox unit. I also have an older Velo mesh system in my house for the Wi-Fi coverage and I want to replace that. And I'm asking you, which of your newer Velo mesh Wi-Fi systems will be the best one for my house with this router? Okay, I'm looking on your website. I'm looking on your website right now and I see Velo Micro 7, Velo Pro 7, Velo Pro 6E and Velo Micro 6. [silence]
02:00
Speaker 2
Oh, yes. I really do apologize for the confusion. So yeah, regarding with your query, I would recommend the MX6200 since this node can cou- Yeah, you can also go for that one, sir. However, for me as a subjective call.
02:00
Speaker 1
How come, How come I don't see that on your I'm on the Lincoln's X website and if I look under products, I don't see anything mi X 6200. Okay. And mi X 6200 support. Okay. that's that's really funny. How come that's not on your website? If I look directly on the website, it's not on there.
03:00
Speaker 2
so on the on your browser uh type in mx6200 and then you should be able to see the model number uh i tried searching it on google sir and then it will there's an option there or recommended URLs that will route you to the our support article yes sir uh this uh device is only available or maybe it's article it's only on our support website not on the proper website not on the linksys.com website so uh don't worry rest assured that you can purchase this one on Amazon and the reason why i recommended this model is because this device can handle
03:00
Speaker 1
Mm-hm. Yeah. Mm-hm. Mm-hm. Okay. And I can buy one or two of these or even more and just place them at areas around my home where I have not so great coverage, is that right? Mm-hm. I see this is using Wi-Fi 6, but that doesn't seem to me to be the newest standard. It looks like the Wi-Fi 7 is the new standard. Um, so I'm a little confused.
04:00
Speaker 2
1,000 GBPS sorry, 1 GBPS or 1000 MBPS and each node can cover up to 3,000 square footage. That's that's correct, sir. And also these devices have a three years hardware warranty. So, rest assured that you can also give us a call if you need further assistance on how to configure this new devices once you purchase them. Okay. Mm-hmm. Yeah, sir. Yeah, this device uses Wi-Fi 6E. However, if you really want the latest one, I would or you can go to the MBE 7,000 like M for Mike, B for boy, E for everything.
04:00
Speaker 1
Okay. Okay, what are the advantages and disadvantages of this visavisat, MX 6200? Mhm. Okay. So, that means maybe I would only need one node of this, of this one instead of two. Mhm. Okay. [silence]
05:00
Speaker 2
Edward and then 7,000. Yeah, the advantage for this uh Loff 7 processor is this device can handle up to 2.5 GPPS internet speed and it has multiple LAN ports and since device is using already Wi-Fi 7, that means that this device is more powerful than the MX 6200. Yeah, I bet if you if your house is like uh business uh the reason uh sorry uh this device also like theável can only cover up to 3,000 square footage so if don't worry if this if a single unit is small.
05:00
Speaker 1
So. I'm still a little unsure which one is better for me. the 7500 or the 6200. So if I understand you correctly, maybe the 7500 would only be interesting for me if I had a faster speed than the 1000 that I have. So it might be overkill for me at the moment unless I'm planning to upgrade the speed of the glass ac glass, right?
06:00
Speaker 2
Like not, like if you want to extend the signal coverage in the future, you can just go to purchase another device. Or you can like one Mb 7000 and one Mx 6200. So since those devices are already used, cognitive mesh devices, so rest assured that they are compatible with each other.
06:00
Speaker 1
Um, okay. So then we'll come down to a question, question of the price. Okay, so I'll have a look at that. Okay. So after I buy this and get it here set up, I can call and ask you to help me to get it set up at that time, do, do you offer that service? Okay, that's really great. Thanks a lot. Okay. Thanks a lot for your help. Uh, we'll talk again soon. Thanks. Have a good day. Bye.
07:00
Speaker 2
It already uses Wi-Fi 7 mesh technology, which is the latest one. Yes. However, uh, yes. So, however, uh, there's a, yeah, there's a big difference regarding the prices for the two devices. Yeah. Yes, sir. Rest assured that we can, like, you can always give us a call if you need further assistance regarding with your devices. You're- You're most welcome, sir. You're most welcome, sir, and you're most welcome, and thank you again for calling Linksys. You have a great day.
07:00