V2 Rubric Detail — 51c58778-6bfd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 16:38
Duration
7m 13s
Contact
774-418-6327
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

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

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall90.9% (-5.1)

V2 Grader Summary

The agent successfully resolved a pre-sale inquiry by recommending the MX6200, explaining ISP requirements, and guiding the customer to order from Amazon. All technical information was accurate, and the interaction was handled professionally without escalation. While communication was mostly effective, minor opportunities exist to better adapt to customer knowledge level and clarify next steps.

V1 Case Analysis

Customer inquired about setting up Wi-Fi at home and purchasing a Linksys router. Agent recommended MX6200 mesh system, explained need for ISP service, and advised ordering via Amazon. No further support needed.

Troubleshooting Steps
  • Clarified that the customer is looking to purchase a new router.
  • Recommended the MX6200 mesh system as a current, supported model.
  • Explained that an ISP subscription is required for internet service.
  • Provided ordering instructions via Amazon.
Key Observations
  • Agent gave a technically accurate and up-to-date product recommendation (MX6200) per current Linksys offerings.
  • Correctly explained that a router requires an ISP to deliver internet service — a critical distinction for new users.
  • Provided a clear, actionable next step (ordering via Amazon) that the customer could act on independently.
  • Call was concise and stayed focused on the customer's core question without unnecessary detours.
Positive Highlights
  • Accurate technical guidance: correctly identified MX6200 as a supported, current-generation mesh system (per velop_mesh_compatibility.md).
  • Clear explanation of router-ISP relationship, preventing potential customer confusion post-purchase.
  • Efficient call flow: resolved the inquiry in under 7 minutes with no loops or hold time.
  • Appropriate product recommendation based on customer's implied need for whole-home coverage and gaming use.
  • Polite and professional closing that reinforced availability for future support.
Agent Errors / Gaps
  • Agent used filler phrases like 'uh', 'well', and 'got it' multiple times ([02:00], [03:00], [05:00]), which slightly reduced clarity and professionalism.
  • At [04:00], agent said 'say that one more time' after the customer repeated their question — this could have been handled more smoothly by summarizing rather than asking for repetition.
  • Did not offer to send a follow-up email with product details or link, which would have enhanced support.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent recommended the MX6200 mesh system, confirmed it supports gaming, explained the need for an ISP, and directed the customer to order from Amazon — fully resolving the pre-sale inquiry.
R2 Not Applicable Diagnostic thoroughness conf 98%
The call was a pre-sale product inquiry with no technical issue; troubleshooting was not required.
R3 Met Correct resolution path conf 94%
Agent correctly recommended a current, supported product (MX6200) and provided accurate guidance on ISP dependency and ordering — appropriate for a pre-sale customer.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
No technical fault or issue was reported; the customer was seeking product advice, so diagnostic questioning was not applicable.
T2 Met Appropriate tools / resources used conf 95%
No tools (remote access, logs, etc.) were needed for a pre-sale informational call, and the agent appropriately relied on product knowledge.
T3 Met No misinformation conf 97%
All information provided — MX6200 suitability, need for ISP, ordering via Amazon — is factually correct per KB and product documentation.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, guided the conversation, clarified misunderstandings, and closed professionally without losing direction.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but included filler ('uh', 'well') and did not fully adapt explanations to the customer's apparent lack of technical knowledge (e.g., confusion about ISP vs. router).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the entire interaction, did not transfer, and provided complete information without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 87%
Agent advised ordering from Amazon and contacting ISP after delivery, but did not specify timelines or offer follow-up support, leaving next steps open-ended.
O3 Not Applicable Closure confirmation conf 99%
This was a first-time contact with no prior case history, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made or required, as this was a pre-sale inquiry successfully resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted for this informational request.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained patient, courteous, and professional despite customer hesitation and repetition, demonstrating empathy and composure.
X2 Partially Met Tone & rapport conf 86%
Agent responded politely but did not adjust tone or pacing to match the customer’s uncertainty or simplify concepts further when confusion was evident.
X3 Met Overall experience conf 95%
Agent avoided unnecessary steps, holds, or repetition, providing direct answers and minimizing customer effort effectively.
Call Transcript16 turns · 16 lines
Speaker 1
Welcome to SWIFT support. Thank you for calling. Please go. [silence] Hello. [silence] Hi, good day. Um, I just, I just wanna, uh, I just wanna call
00:00
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 please have your devices serial number and contact information ready. If unavailable kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is me. How can I help you? Uh
00:00
Speaker 1
And then asked about how to get um a Lindsay Wi-Fi in my house.
01:00
Speaker 2
you already have a Linksys router? Or you're about to order it? I see. Well, it depends by, it depends. What's the router that you're calling for? What's the model number? The one that you have there. [silence]
01:00
Speaker 1
Yeah, I wanna I wanna get I wanna get some for myself. I wanna get some for myself. Yeah. Any of water? Okay. M M eggs one says two zero zero.
02:00
Speaker 2
Okay, so you're still about, uh, you're about to order. Got it. Uh, you can, instead, if you have to story or more than that, I mean, if you have a wide area of your house, then you can purchase more than one pack. Our device comes with one pack, two pack and three packs. It depends on your Wi-Fi needs. The model number I can recommend to you, which is up to date, it's the MX6200 or any of our MX series. Go ahead. M for Mary, X for X-ray. MX series Linksys. The Big service, the exact model number MX6200.
02:00
Speaker 1
[KEEP_UNCERTAIN] anita for Um, okay. And this is, this is good for gaming too, right? For gaming, like, playing three-five-star, right? Okay. adam, I'm in, I'm in, massachusetts or Mooster. Is it going to work over there? I said, my location is, massachusetts Mooster, Mooster. Is it going to work over there? [silence]
03:00
Speaker 2
Okay. That router is a mesh one, which, the Wi-Fi name is already combined. And if you purchase two packs, yeah, even if you're far away from the main one and closer to the extender, the secondary node, you'll still have good internet connection. Exactly, working from home, uh something like that. Uh, which one? Yes, as long as the number one requirement only is for you to have an internet service provider, and our router will work.
03:00
Speaker 1
Well, so that means if I if I get a router and then Wi-Fi I need to put like set it up with a career like call maybe Verizon or AT&T to set it up. Hello, is that is that how it works? I said so if I get a if I get a um the router I still have to call um maybe A&T or Verizon to set it up for me. Mhm.
04:00
Speaker 2
[KEEP_UNCERTAIN] [silence] No matter where the location is. As long as it's physically wired to an active source of internet. Uh Well, yes. [silence] Uh say that one more time. Uh okay. Got it. Yeah because our router is not an independent device, where it can provide you internet. [silence] It will just help you to route signal to all your wireless devices and for you to have a better Wi-Fi coverage. [silence]
04:00
Speaker 1
Mm-hmm. Mm-hmm. Okay. Okay, okay. Wow. Okay, okay. [silence] So how do I order this? [silence]
05:00
Speaker 2
But when it comes to the Internet, that still will be coming through an internet provider like Spectrum, Comcast, AT&T. So you still need to subscribe to any of those internet providers. All routers cannot provide their own internet. So, yeah, that is really a must. You can call any of the based on your location, you can ask who's the best internet provider. So for, let's just say Spectrum. Spectrum has their hotline number online. You can look that one up and then call them. Give them a call and let them know that you wanted to.
05:00
Speaker 1
No, I mean, I don't, I don't have um, I don't have the router here. I'm about to order the router now. how do I okay. So, when, when I receive it at my door, that is when I can call Spectrum to set it up. Oh, okay. Okay. alright. Okay.
06:00
Speaker 2
they can check your area and then if it possible for them to install internet, Okay, So you can order it from Amazon instead, Amazon website, So that it will just arrive at your doorstep, so just search for the MX-6200. Mm-hmm, correct, That's the best That you need to set it off. Anyways, we're just here, if ever you need assistance, you can always call us, especially if you already have the product.
06:00
Speaker 1
Alright. Thank you. Alright, bye-bye.
07:00
Speaker 2
You're welcome. Thank you again for calling. Bye-bye. Bye-bye.
07:00