V2 Rubric Detail — 3fb59474-7a17-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:19
Duration
7m 57s
Contact
770-355-5604
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
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to diagnose the compatibility issue, gave inaccurate product recommendations, did not use any tools or KB references, and provided no clear next steps or empathy. No escalation was offered despite the lack of resolution, resulting in an unresolved outcome.

V1 Case Analysis

Customer requested compatible node for MBE7000 mesh; agent incorrectly recommended MX8500, MX6200, and LN-1201 (all incompatible per KB). No correct solution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided multiple incorrect compatibility recommendations (MX8500, MX6200, LN-1201) — all incompatible with MBE7000 per velop_mesh_compatibility.md.
  • Agent incorrectly cited 'cognitive mesh' and 'tri-band' as compatibility criteria — KB states compatibility is strictly by generation/model series.
  • No model verification, serial number collection, or warranty discussion occurred despite hardware expansion request.
  • Call lacked structured troubleshooting or topology confirmation.
  • Agent admitted uncertainty ('I'm just thinking that it should be compatible') but still gave definitive incorrect advice.
Positive Highlights
  • Agent correctly identified the MBE7000 model after customer clarification [01:00].
  • Agent maintained a polite and cooperative tone throughout the call.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: MBE7000 is not compatible with MX8500, MX6200, or LN-1201 (per velop_mesh_compatibility.md).
  • Misrepresented compatibility criteria: 'cognitive mesh' and 'tri-band' do not guarantee cross-generation compatibility per KB.
  • Failed to consult or reference the Velop mesh compatibility KB before giving hardware recommendations.
  • Did not collect product serial number or verify warranty status before advising on hardware expansion.
  • Gave definitive recommendations despite expressing personal uncertainty ('I'm just thinking that it should be compatible').
  • Suggested 'MX201 retarder' [03:00] — likely ASR artifact, but no correction or clarification provided, adding confusion.
  • Did not correct customer's mention of 'avalop Pro 6E' [05:00] or 'LN-1201' [05:00] as incompatible options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirms a compatible node nor resolves the request; ends with vague suggestions like try MX-8500 or MX-6200 without a definitive solution.
R2 Not Met Diagnostic thoroughness conf 94%
Agent does not ask any diagnostic questions (firmware version, current node model, network topology) and simply guesses product compatibility.
R3 Not Met Correct resolution path conf 95%
Agent offers mixed, inaccurate product recommendations (e.g., MX-8500 is also a wi-fi 60 router) without referencing the correct compatibility rules for MBE7000 systems.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to apply a logical diagnostic process; they do not verify the current firmware or network generation of the MBE7000, instead relying on experience and guessing compatibility.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, internal lookup, or compatibility matrix to verify cross-generation support; recommendations appear based on memory or assumption.
T3 Not Met No misinformation conf 100%
Materially incorrect information: 1) Claims MX-8500 is wi-fi 60 (impossible/incorrect). 2) Claims MX-6200 is compatible with MBE7000; velop_mesh_compatibility.md explicitly states MX6200 series | MBE7000 series | Compatible? ❌ No.
Communication
C1 Not Met Clear & professional language conf 94%
The interaction is disorganized, with contradictory statements (we're not selling routers then try MX-8500), and no clear framing or control of the call flow.
C2 Not Met Confirmed understanding conf 92%
Agent does not adapt language to the customer's confusion, never checks for understanding, and uses jargon without clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent offers no concrete ownership – only vague suggestions and no commitment to follow-up or verify the outcome.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or follow-up action is set; the agent simply says you can try that and ends the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there is no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent never escalates despite being unable to provide a correct, definitive solution; no escalation trigger is identified.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, and the call does not indicate that escalation was required or executed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent provides no empathy or acknowledgment of the customer's frustration; the tone remains purely informational.
X2 Not Met Tone & rapport conf 92%
Agent does not adjust to the customer's confused tone, repeats unclear information, and fails to keep the customer engaged.
X3 Not Met Overall experience conf 95%
Customer is left to research product compatibility on their own after receiving conflicting advice, creating unnecessary effort.
Call Transcript14 turns · 15 lines
Speaker 1
Hi Gerald, how are you doing? Uh, not too bad. Uh, I was hoping you could help me, um, with some suggestions for expanding my network. I currently have your, uh, MBI E, uh, 7000 product, which
00:00
Speaker 2
Welcome to links this 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. Thank you for calling Linksys. My name is Gerald, how can I help you? Doing good, how are
00:00
Speaker 1
I can't remember the name of it, but uh, it's part of a three node system. Right? And it's a, I believe it's called the Linksys WRT3200ACL, if that sounds right. Which is that sayinged right. Okay. So, take the WRT out. You you answered faster than I could click the little button where I took a picture of the bottom of the router. Here it is. Yeah, mine's an NB7000. Uh, that's the model number. I forget what it's uh, external name is. So, it came with uh, basically uh, uh, three white uh, towers, right? Each with about five ports on the back. And I have a spot in my house,
01:00
Speaker 2
Oh, the WT7? No, it's not a mesh router. It's a standalone router.
01:00
Speaker 1
which, um, seems like it's begging for an additional node, uh, because I'm getting weak signal consistently in that area, uh, and uh, and it's dropping. Um, my struggle is when I go out anywhere and try to find um, a way to add another node out there, uh, I've struggled with, with, uh, being able to just buy one more of these, uh, MBA 7,000 right? That, that is also at this, uh, Wi-Fi 7 right, uh, level. What, what do you suggest? What, am I doing something wrong or did you stop making them? What, why can't I, uh, uh, just kind of buy one more easily? [silence]
02:00
Speaker 2
yes is this M B 7 000 was exclusive to Linksys store
02:00
Speaker 1
So, I, yeah, if you can just tell me, um, uh, a direction to go to to buy something compatible that the system will recommend. I literally went online and, uh, tried something that sounds like a little mini, uh, 6D type of thing that said it was compatible to my, uh, uh, MBE 7,000. It, it, it created a fourth node, uh, created a fourth node, a wireless node, uh, but it didn't quite, uh, solve my problem and the devices started to argue, right? Hey, we're smarter than you. Because the the
03:00
Speaker 2
you can't buy this one to any retail store however right now we're currently not selling routers at the moment so we can't I mean I'm not sure what happened but as of right now we're not selling routers but I suggest get the MX201 retarder
03:00
Speaker 1
Devices I have were higher than what that 60 thing could could handle. So is there another single node you suggest? M m s Mary ss and Sam. Okay next where do you suggest I pick up one of those? [silence] What's your price? Price. Okay, um, okay. That's it looks like it's called avalope Pro 6E wi-fi cognitive mesh. Yeah, okay. The one I tried was the LN-1201, but that didn't seem to, yeah, yeah. [silence]
04:00
Speaker 2
Oh, the micro mesh? This one, this one should be good to your MBE 7000 because they both the same cognitive mesh, same as your MBE 7000 and also tri-band. This is a tri-band, that is a tri-band. They both have 6 GHz and this also have 6 GHz, uh, should be compatible in any way.
05:00
Speaker 1
Hi. Okay. All right. I will give I'll give that one a try. Is there a secondary option? If you didn't okay. Which which one did you say? MX 8500. All right. I'm pulling that one up. At least I'm trying to. [silence]
06:00
Speaker 2
on and that's the only one available but but yeah now you can try the other other mesh though I'm X eight 500. that's if that's available mesh to share. MX 8500 is also a wi-fi 60 router.
06:00
Speaker 1
say that one, what am I doing? MX? Okay. Okay. Okay. Okay. I'll give that one a try and see how that uh, does in the house. that's the wonderful thing of Amazon. If it doesn't work out, ship it back up. Okay. I appreciate your help. Thanks for your uh input today. Have a good one. No, sorry. Have a good day. Bye now.
07:00
Speaker 2
no, I also tried to search yeah MX-8500 and I also don't see there right here. I'm just I'm thinking that it should be compatible to that, but I'm not seeing it right here. One available here is MX-2000, but uh it will be best to get the MX-6200 instead of the MX-2000 to connect to your MB-7000. Pretty sure it's compatible based on experience. welcome. welcome. Do you have other questions? Apple. You too. Have a good day.
07:00