V2 Rubric Detail — 417f8fa6-73cf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:29
Duration
7m 39s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.6/5

V2 Rubric Scores

Resolution2.50/5
Technical1.25/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall50.4% (-21.6)

V2 Grader Summary

The agent achieved a partial resolution by providing product recommendations and purchase guidance, but failed to conduct diagnostic questioning and recommended a non-existent model (MX4050), compromising technical accuracy. While ownership and case continuity were maintained, the resolution was incomplete due to unsupported recommendations and unmanaged expectations around installation and compatibility.

V1 Case Analysis

Customer wants a mesh node with multiple Ethernet ports for existing MX system. Agent recommended MX5500, MX4200, and MX4050 (invalid model). Explained port configurations, warranty, and purchase options.

Troubleshooting Steps
  • Identified need for node with multiple LAN ports
  • Recommended compatible models (MX5500, MX4200, MX4050)
  • Explained port configurations and compatibility with Velop Intelligent Mesh
  • Clarified warranty coverage and purchase options
Key Observations
  • Agent did not verify the customer's existing router model or serial number
  • Agent incorrectly recommended MX4050, which is not a valid Linksys model (timestamp [03:00])
  • Port and compatibility information provided for MX5500 and MX4200 was accurate per the KB
  • Agent confirmed compatibility with Velop Intelligent Mesh family and provided valid purchase options
Positive Highlights
  • Provided accurate port and compatibility details for valid models (MX5500, MX4200)
  • Clarified warranty coverage and purchase options clearly
  • Confirmed compatibility with the customer's existing dual-band setup
Agent Errors / Gaps
  • Recommended MX4050, a non-existent Linksys model (contradicts KB and product lineup)
  • Did not verify the customer's existing router model or warranty status before making recommendations

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent provided accurate product recommendations (MX5500, MX4200, MX2000), purchase locations, and warranty details, achieving the best available outcome for a product compatibility inquiry.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped diagnostic steps: did not ask for current model, firmware, or topology before recommending additional nodes; proceeded directly to recommendations without troubleshooting.
R3 Partially Met Correct resolution path conf 94%
Agent recommended MX4050, a non-existent model, which misaligned with product status and support options; correct path would have been to recommend only validated MX-series nodes.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No diagnostic questions asked; agent did not identify symptoms, ask for device details, or determine root need before recommending products.
T2 Met Appropriate tools / resources used conf 96%
No tools were required for a product-information request; agent correctly handled the issue without unnecessary tool use.
T3 Not Met No misinformation conf 99%
Agent referenced non-existent MX4050 model and misspelled 'Velop' as 'Veilop', providing materially incorrect technical information not supported by KB.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic topic control but used excessive filler ('mm-hm', 'yes sir'), had unexplained silences, and failed to frame interaction or guide transitions clearly.
C2 Partially Met Confirmed understanding conf 91%
Agent used accessible language but failed to confirm understanding when discussing technical specs (tri-band vs. dual-band) or port types, leaving customer confusion unaddressed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction end-to-end, did not transfer unnecessarily, and followed through on providing requested product and warranty information.
O2 Partially Met Proactive follow-through conf 89%
Agent stated where to buy and warranty duration but did not specify expected timelines for delivery/installation or clarify Linksys does not provide installation services.
O3 Met Closure confirmation conf 95%
Agent referenced prior contact ('you have also reached out to us the last time'), demonstrating use of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a product compatibility inquiry, not a technical issue requiring escalation.
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 92%
Agent remained polite but offered no empathy statements, did not acknowledge potential frustration, and used repetitive affirmations without emotional engagement.
X2 Partially Met Tone & rapport conf 90%
Agent responded to questions but failed to adjust when customer expressed confusion about port count and model differences; missed cues to slow down or re-explain.
X3 Partially Met Overall experience conf 88%
Agent provided purchase options but did not clarify that Linksys does not offer installation, potentially leading to customer effort in arranging third-party setup.
Call Transcript15 turns · 15 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 assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com.
00:00
Speaker 1
Hey, how you doing. Yeah, my phone number is four oh zero seven seven five eight eight two four nine. My e-mail address is Joel Ramdehhal@ gmail.com J-O-E-R-A-M-D-I-H-A-L@ gmail.com. Uh, so I did buy. Yeah, go ahead. What am I going about it? Ramdehhal, yeah. Yep. So I did buy online a three pack WeDist master. 82 mx. I purchased online a three pack we mast. MX is.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash link sys. I think you for calling link sys tech school support my name is Dillon how can I help you today? I'm fine, sir thank you for asking. Uh do you mind providing me more information of your issue? Uh huh. All right. Yes, sir. I was able to pull up a record here. Yeah. Uh yes sir, I was able to pull up a record here under Mr. Joe Ramdhari.
01:00
Speaker 1
$5,500 from you guys. But I need to add another node. A note. So, do you guys at one time, when I called, you guys don't sell direct. Do you guys sell direct now to customers? OK. So, I need to add another node to my system. I don't know which one, what model should I get? I need to have a node that I could have, it must have like more than one landline out, more than one line out from the node, not just one. You know what I mean? So, which what model number should I add? And do I need to have another one of those? Add-on. Is that We'll tell me what we need, and do you guys direct ship and then install these for me? Yeah. Follow instructions. Send somebody in to plugged it all into place. I mean, you guys install and test, right?
02:00
Speaker 2
No, sir, unfortunately we are no longer selling directly in the U.S. at the moment. But hopefully we'll be back soon. Mm-hm. Mm-hm. Mm-hm. Yes, sir. [silence] Yes, sir.
02:00
Speaker 1
Number do I need to get to call it to be comparable to work as a um with the same system that I have. [silence] Yeah. Yeah. But I I I I I wrote the information down and I misplace it. Okay. Is there, yeah go ahead. [silence]
03:00
Speaker 2
Um, I think, sir, uh, you have also reached out to us the last time and I was able to uh talk with you. Hmm. I see. Well, uh, you can actually purchase the same model, like the MX5500, so it has 3GBp LAN ports and 1 GB port. Or if you want, um, you can also consider the MX4200 and the MX4050.
03:00
Speaker 1
wait one second the MX four the two hundred that's a tri band would that work okay because mine is a dual band right so the MX four the two hundred tri band that would work okay what's that option lower down on that that has more than one port out okay. Now as far as speed would which one the MX 2000 would that slow down the speed or. [silence]
04:00
Speaker 2
Which share... Yes, yes, that would work, actually. Yes, sir. Yes, sir. It would work. [silence] Uh, you can also consider the MX2000. Yes, sir. Uh, no, sir, actually. Um, it's, it's almost the same with, uh, current, uh, setup.
04:00
Speaker 1
for how much out? [silence] Oh, I need more than one. [silence] Yeah, I need to I need the node to have two hard wire out. [silence] At least two hard wire out.
05:00
Speaker 2
What you have right now, it also has one gigabyte, internet port? [silence] And it is, uh, it depends actually but it it is also like the same. Like it also has a 1 gigabyte for Can, for quarter. plan port. Are you going to set up your router hardware? I mean, what I mean, sir, is you were referring to the speed earlier, right? So, yeah, what I was referring to with the two one gigabit is the speed.
05:00
Speaker 1
Okay, so those are the three that would work. Okay, because the reason why I didn't buy it because the MX 4200 and when I look at it, it says tri band. So it'd it's I could add this as an additional port, not the primary one. Correct?
06:00
Speaker 2
So, uh, in terms of numbers of ports, it has three gigabit LAN ports and one gigabit port for the intern. [ silence ] Yes, sir. Yes, sir. Definitely. It will work cuz they have uh the same technology, which is uh Veilop, um, intelligent family. Uh, they're part of the Veilop intelligence family. They are uh the same technology.
06:00
Speaker 1
okay. All right, thank you. So where do I buy them from? And I'm gonna have my same warranty? Mm. And I'm gonna have my same warranty, right? okay, alright, thank you. Bye bye. Bye bye. Bye bye. [silence]
07:00
Speaker 2
All right, sir, you're very much welcome. Uh, you can purchase it, uh, through Amazon, Best Buy, or R-get, or Walmart, or well, Walmart online. I'm sorry. Yes, it has 3-year warren-ties, sir. So, we will base it on the day you purchase that device. All right, sir, you're very much welcome. Have a great day and take care. Bye-bye.
07:00