V2 Rubric Detail — 442fb178-6000-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 10:29
Duration
5m 39s
Contact
+447802740012
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.2% (+15.2)

V2 Grader Summary

The agent provided relevant mesh product recommendations (MX6200, MBE7000) but failed to address critical UK/BT-specific setup requirements like PPPoE and VLAN 101. While the customer received model names, the absence of ISP compatibility guidance means the resolution was incomplete. The interaction was polite and owned, but lacked technical thoroughness and proactive support, resulting in a partial resolution.

V1 Case Analysis

Customer sought mesh system recommendation for large home; agent suggested MX6200 and MBE7000 but provided no next steps or case documentation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeated 'hello' at [02:00] and [03:00], indicating poor call control and possible connection issues not properly managed.
  • No collection of model, serial, or warranty information despite no evidence of prior case context.
  • Call ended at [05:00] with no recap, case creation, or confirmed next action—agent simply said 'bye-bye' after vague offer of future help.
Positive Highlights
  • Accurately recommended the MX6200 and MBE7000 at [03:00] and [04:00], both valid Wi-Fi 6E mesh systems appropriate for a large home.
  • Correctly explained mesh system functionality (main router + nodes) at [02:00], providing useful context.
Agent Errors / Gaps
  • Failed to ask clarifying questions about coverage requirements, budget, or existing equipment at any point.
  • Did not create or reference a HappyFox case number, violating standard case management protocol.
  • Repeated 'hello' multiple times ([02:00], [03:00]) without addressing line quality issues or regaining control.
  • Allowed call to end without confirming next steps, sending resources, or documenting the interaction.
  • No attempt to verify customer identity, contact details, or support eligibility.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent recommended MX6200 and MBE7000, but did not confirm compatibility with BT (UK PPPoE ISP) or address setup requirements like VLAN 101, leaving the customer with incomplete guidance.
R2 Not Applicable Diagnostic thoroughness conf 95%
The call was a product inquiry, not a technical troubleshooting scenario requiring diagnostic steps.
R3 Partially Met Correct resolution path conf 85%
Agent suggested current-gen mesh models (MX6200, MBE7000), but failed to mention critical ISP-specific setup for BT (PPPoE + VLAN 101), which is necessary for successful deployment.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No technical fault was reported; the customer sought product advice, not diagnosis.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., compatibility checker, ISP database) were needed or available for this recommendation call.
T3 Partially Met No misinformation conf 80%
Agent correctly identified MX6200 as Wi-Fi 6E and MBE7000 as a mesh model, but omitted that BT requires PPPoE and VLAN 101 — key technical details for setup success.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but used repetitive fillers ('hello sir') and failed to set expectations or structure the interaction clearly.
C2 Met Confirmed understanding conf 85%
Agent used plain language and responded directly to customer questions about model differences and package contents.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, provided recommendations, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 75%
Agent suggested the customer could call back after purchase, but gave no clear next step, timeline, or proactive follow-up plan.
O3 Not Applicable Closure confirmation conf 95%
No prior case history existed; this was a new inquiry.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted for a product recommendation request.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite but did not acknowledge the customer's effort in calling or express empathy for potential setup challenges.
X2 Partially Met Tone & rapport conf 70%
Agent matched the customer’s conversational pace but did not adapt to potential confusion about mesh systems or ISP compatibility.
X3 Partially Met Overall experience conf 75%
Agent reduced effort by naming specific models, but did not offer setup guidance for BT, leaving the customer to research critical configuration steps.
Call Transcript9 turns · 10 lines
Speaker 2
[silence] Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
uh hm. no. many, how many what, sorry? it's a large bungalow. four bedrooms.
01:00
Speaker 2
Okay, who is your Internet provider, sir? Mm, uh, British Telecom. Hmm. Mm-hmm. I see. Okay, you don't have a Lynxest device, sir. You don't have yet. Okay. So you have, um, how many floors? Sure. On your, oh. Yes. Your house or how big is it? Like, a two story, three story house? Uh uh. Oh, is there a lot of, yes, four bedrooms. Okay. Okay. So, we do have mesh devices, sir, that you can purchase in Amazon or any local stores, like Argos in UK. Mesh system works as a main router and a child node or extender, or booster, sir. So, one will work or one will serve as the main source, which will be connected to your modem. Other nodes will work as your extenders, that will provide your internet to other part of the house. Hello, sir. Hello, sir. Okay.
01:00
Speaker 1
Hello? Hello? Can you hear me? My phone to find out what would be the best mesh system for my home. Yeah. Yeah. Yeah. Yeah. Yeah.
03:00
Speaker 2
yes hello sure sorry for that hello sure your line is cutting in and out. uh sure. yes yes I can hear now sure. okay. okay uh CAN provide you other or I CAN provide you a specific model number sir that you can check. okay. do you have a pen or do you have a um okay. you can uh look for MX 6200 uh MX 6200 uh that's a mesh device sir Wi-Fi 6E um router. uh [silence]
03:00
Speaker 1
Is there much difference between system six and system seven
04:00
Speaker 2
you can also look for MBE 7000. Mother Bravo Echo 7000.
04:00
Speaker 1
Alright, how many... Boots... Ah, how many... Uh... Bits do they come with or does it vary? I'll have a look at those online, okay. Okay.
05:00
Speaker 2
you can purchase one or you can purchase a set sure okay, yes, sure you can call us back. sure uh... if you wanted to purchase the device, uh... we can help you set it up thank you sure bye-bye
05:00