V2 Rubric Detail — 4b55d0a2-8122-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 14:26
Duration
6m 30s
Contact
770-530-7354
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137460
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution3.44/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall70.6% (-7.4)

V2 Grader Summary

The agent correctly diagnosed that the customer's WRT-1900 ACS was a standalone device incompatible with mesh networking and advised returning it. However, the agent provided materially incorrect technical guidance by recommending the non-existent 'MBE 7500' model (KB confirms only MBE7000 series is valid), resulting in a Partial Resolution. Communication and ownership were generally effective, but the product inaccuracy undermined clarity and next-step viability.

V1 Case Analysis

Customer attempted to add a node to a standalone WRT1900ACS router. Agent confirmed it is not mesh-capable and advised returning it for a mesh system (MBE7500).

Troubleshooting Steps
  • Collected serial number and contact details
  • Identified device as standalone (non-mesh) based on model context
  • Explained mesh compatibility requirements per KB
Key Observations
  • Agent correctly identified that the WRT1900ACS is a standalone router and not mesh-capable, aligning with KB documentation.
  • Agent did not obtain a clear, confirmed model number before concluding, though context (Best Buy purchase, WRT series) supported the determination.
  • Technical advice was fully accurate per KB: WRT series routers are standalone and cannot join mesh networks.
  • Communication was transactional but sufficient for the customer to accept the recommendation; lacked empathy but did not impede resolution.
Positive Highlights
  • Technical advice was fully accurate per KB: WRT series routers are standalone and cannot join mesh networks.
  • Provided a valid, actionable recommendation (MBE7500) for mesh capability.
  • Collected necessary customer details efficiently.
  • Maintained a professional tone and clarity throughout.
Agent Errors / Gaps
  • Did not obtain a clear confirmation of the exact product model before providing guidance — customer mentioned both WRT1900ACS and MBE70, but the agent did not resolve the ambiguity before concluding.
  • No empathy or acknowledgment of the customer's confusion/frustration — missed opportunity to de-escalate and build rapport.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly identified the device as a standalone router that cannot be added to a mesh network, but recommended a non-existent model (MBE7500) instead of the correct MBE7000 series, leaving the resolution unconfirmed and actionable.
R2 Met Diagnostic thoroughness conf 96%
Agent asked for the serial number, verified the model via internal lookup, and logically determined the device was a standalone unit — relevant diagnostic steps that advanced the customer's path.
R3 Partially Met Correct resolution path conf 94%
Agent selected the appropriate high-level path (return standalone device and obtain a mesh-capable unit) but selected an incorrect specific model (MBE7500 instead of MBE7000), misaligning the resolution with product reality.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom ('cannot find your router'), asked targeted diagnostic questions (serial number, purchase source), and determined the root cause (standalone device vs. mesh requirement).
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used internal product lookup to verify the model and confirm it was a standalone device — tool use was necessary and correctly interpreted for this scenario.
T3 Not Met No misinformation conf 100%
Agent recommended the 'MBE 7500' as a mesh solution, but authoritative KB documentation (velop_mesh_compatibility.md) explicitly lists only the 'MBE7000 series' as the Cognitive Mesh model; no MBE7500 exists.
Communication
C1 Met Clear & professional language conf 94%
Agent structured the call with clear framing (greeting, purpose), maintained control throughout (collected info, explained issue, provided closure), and avoided abrupt transitions or loss of control.
C2 Partially Met Confirmed understanding conf 92%
Agent used plain language and maintained a calm tone, but the recommendation of a non-existent model (MBE7500) introduced confusion and undermined clarity despite empathetic phrasing ('I'm sorry, Sir').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction end-to-end: diagnosed the issue, provided a resolution path, and closed the call without unnecessary transfers or avoidance.
O2 Partially Met Proactive follow-through conf 93%
Agent set a next step ('return and purchase MBE7500') with a timeline implied by returning to Best Buy, but the action was based on incorrect product information, making it unrealistic and incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted — the issue was resolvable at L1 despite the technical inaccuracy in the recommended model.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so there was nothing to assess for effectiveness.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('I'm sorry, Sir'), remained professional and solution-focused under the customer's frustration, and acknowledged the limitation of the purchased device.
X2 Partially Met Tone & rapport conf 89%
Agent generally matched the customer's tone and checked comprehension, but the recommendation of a non-existent model (MBE7500) missed a critical engagement checkpoint and likely left the customer confused about next steps.
X3 Partially Met Overall experience conf 92%
Agent avoided unnecessary holds and repetition, but the incorrect model recommendation (MBE7500) forced the customer to research the correct mesh option post-call, increasing effort.
Call Transcript14 turns · 14 lines
Speaker 1
[KEEP_UNCERTAIN] Yes, I'm in the middle of setting up a new mesh network with a Velop 7. It's the WR- it's the WRTAPRHD7 Pro 7. And in the beginning where I'm trying to add my first node, it's constantly going back to we cannot find your router, but it's connected to the router. So I'm confused.
00:00
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. [silence] Hi. Thank you for calling Linksys. This is Chigi. How can I help you today? Mhm. [silence] um sorry correct
00:00
Speaker 1
I'm trying to add a any design WRT-1900 ACS node to the ISP supplier the Internet to provide my pipe. And I'm in the process in the app of trying to add my first node and right now it's telling me we cannot find your router, but it is wirelessly connected to the router. I only have three. Yeah, but ¶ well there, I think they're all. They're all WRT. Uh, from uh, BestBuy.
01:00
Speaker 2
[silence] I see. Okay. How many Lyncks devices do you have, sir? Three nodes. So one of your, okay, so the node that you're trying to add as a child node right now is the WRT Pro 7. I see. I see. Where did you purchase this node, sir?
01:00
Speaker 1
Yeah. Yeah. [silence] Yes. [silence] So it'll be six three U as in Uranus, one zero M as in Mary, two five Echo zero one seven one eight, I believe. [silence] That's hard to read. [silence] I think so. [silence] I [silence]
02:00
Speaker 2
from Best Buy. Can you provide me the serial number of at least one of the nodes? Uh they're all the same right? Okay got it. Okay so 63U-10M25ECO01718. Okay got it, sir. Let me just uh check on the exact limit, okay?
02:00
Speaker 1
Yes. Is it was three no separate? Area code 770-530-7354. Jonathan Jones. J. is in Juliet. M. is in Mary. J. is in Juliet. 21282@gmail.com Yeah. [silence] JC. Calista. Yeah.
03:00
Speaker 2
just to confirm, sir, this node you have, sir, is a black tower type, right? Did you purchase this in a pack, sir, or separate three nodes, separate packaging? OK. Yes, sir, I just need to confirm on this one, sir, but before we do that or before I proceed with that, may I have your phone number just in case we get disconnected? Uh, 7354. Got it. How about your first and last name, sir? OK. And your email address, sir.
03:00
Speaker 1
[silence] Yes ma'am. Where do I see that at? Oh, underneath. Okay, hold on. Hold on. It's a MBE 70. It's going to be Comcast. Yes. [silence]
04:00
Speaker 2
at gmail.com. Uh J for Jonathan M JJ 212 a 2 at gmail.com. Okay. So can you confirm the exact model number sir? Is it MBE 70 or LN 6 0 0 1? Um usually underneath your. [silence] 7 0. Okay. And um just for your documentation purposes sir, may I know who is your internet provider? Comcast. Okay. This is from Best Buy, right? Okay.
04:00
Speaker 1
But can't you just add notes? Can't you just add the notes? I understand. Okay. Okay. What was that model in Veronica?
05:00
Speaker 2
Sir, I was able to confirm, Sir, that what you have purchased from Best Buy, Sir, is the standalone device, the Linksys standalone device, which means, Sir, that this router only works alone without, this is not part of the mesh network, Sir. So, basically, I'm sorry, Sir. So, No, sir, because this is not a mesh or this is not part of the mesh. This is a standalone device. So, sir, I will suggest if since I believe you just purchased this from Best Buy, you can still return this one and get a if you want a Pro 7, sir, I will suggest for you to get the MBE 7500. You can purchase three packs of that, sir, in one box, like three pieces in one box. That's a mesh. MBE 7500.
05:00
Speaker 1
Okay. Okay. Okay. Well, thank you. All right, thank you. Okay, .
06:00
Speaker 2
Ah, yes for the older units, you cannot...add a node, unfortunately, because it's a standalone device it cannot be added however, if you are ever looking to change and upgrade and make sure that you are using those exact mesh devices, you would be able to add a node furthermore, and of course you're always welcome to give us a call back we can help out at anytime. Bye now.
06:00