V2 Rubric Detail — 58bd1d5a-7730-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 22:41
Duration
7m 15s
Contact
Derik Smith
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135848
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall30.4% (+4.4)

V2 Grader Summary

The agent failed to verify compatibility between the Atlas Wi-Fi 6 router and WHW03 nodes, providing technically inaccurate information contrary to KB guidance. No troubleshooting, tool use, or verification was performed, leaving the customer to proceed with an unsupported configuration at their own risk. Despite courteous communication, the interaction resulted in no meaningful resolution.

V1 Case Analysis

Customer inquired about mixing a new Atlas Wi-Fi 6 Velop router with existing WHW03 nodes. Agent incorrectly stated they are compatible, failed to obtain model number, and provided a garbled email address. No correct guidance or resolution offered.

Troubleshooting Steps
  • Asked for model number (not obtained)
  • Provided verbal compatibility answer (incorrect)
  • Offered to send a setup guide via email (email address garbled and not confirmed)
Key Observations
  • Agent gave materially incorrect technical advice: WHW03 (Wi-Fi 5) is not compatible with Wi-Fi 6 Velop nodes like the Atlas series (e.g., MX6200, MBE7000) — per velop_mesh_compatibility.md, cross-generation mixing is not supported.
  • Failed to obtain or verify the exact product model number before giving advice, violating basic protocol.
  • Provided a garbled and unusable email address ("sd **S T& W J&D&N. com"), rendering the promised guide undeliverable.
  • Did not cite or direct customer to any KB article or self-help resource to correct the misinformation.
  • No warranty or support eligibility discussion despite potential relevance to replacement scenario.
Positive Highlights
  • Agent was courteous and attempted to assist the customer.
  • Asked for the model number, showing awareness of its importance (even though not obtained).
  • Offered to send a setup guide, indicating intent to provide follow-up support.
Agent Errors / Gaps
  • Incorrectly stated that Wi-Fi 6 Atlas router is compatible with WHW03 nodes — contradicts KB: 'Nodes from different mesh technology generations cannot be mixed in the same network.' (velop_mesh_compatibility.md)
  • Did not obtain or confirm the model number before providing guidance — critical protocol failure for compatibility question.
  • Provided a garbled email address with symbols and unclear formatting ('**S T& W J&D&N. com'), making delivery impossible.
  • Failed to offer any self-help path such as a KB article, support link, or correct setup steps.
  • Did not correct the misinformation or escalate when uncertain — left customer with false confidence in incompatible setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent claimed compatibility without verification; customer left without confirmed resolution and had to proceed at own risk.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps taken beyond one request for model number; KB not consulted to verify compatibility.
R3 Not Met Correct resolution path conf 97%
Agent recommended using incompatible generations together (WHW03 and Atlas Wi-Fi 6), violating KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (compatibility concern) and asked for model number, but failed to analyze root cause using KB.
T2 Not Met Appropriate tools / resources used conf 98%
Agent did not use KB, internal lookup, or any tool to confirm compatibility despite clear need.
T3 Not Met No misinformation conf 100%
Agent stated the Atlas Wi-Fi 6 router 'should be compatible' with WHW03. This is contradicted by velop_mesh_compatibility.md, which states WHW03 (Earlier Generation) and MX6200/MBE7000 (Current Generation/WiFi 6) are NOT compatible.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but did not set clear expectations or guide the customer through a resolution process.
C2 Partially Met Confirmed understanding conf 85%
Language was generally understandable, but the agent did not consistently confirm the customer’s understanding or adapt explanations.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent offered to send a guide and suggested a callback, but did not take full ownership of ensuring the customer could complete the setup.
O2 Partially Met Proactive follow-through conf 85%
Agent said they would send the guide and that the customer could call back Monday, but no specific timeline or clear next‑step details were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanked the customer, used polite language, and expressed appreciation (“you guys are great”).
X2 Met Tone & rapport conf 90%
Agent maintained a friendly, conversational tone throughout the call.
X3 Partially Met Overall experience conf 85%
Agent asked the customer to repeat information and did not provide a streamlined solution, requiring the customer to call back later.
Call Transcript16 turns · 16 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linus 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, please have your device's 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. What call? What is your name? Please tell me. I'm doing good. How about you?
00:00
Speaker 1
get the um, which I'm getting, I'm getting the uh, the, uh, Linksys Atlas Wi-Fi router 6 Router home mesh system. I'm getting two of those nodes. Okay. But it says here on the Amazon site, it says that you shouldn't mix them with Velop. Is that true or no? Thank you. I have the Mesh Router and I have the, uh, four nodes, child nodes. One of them's died. Uh, we've did everything, we've determined it's dead. So she said to get the West, the, the Wi-Fi router, Wi-Fi router 6 home mesh system, dual band 4,000 square foot one. But then it says here on Amazon, they don't necessarily work with, with the compatible with the, uh, Velop. And she said that we, it says to call Link, says I'll do this just to make sure.
01:00
Speaker 2
Let me check because actually 1 second you have the model number or just the Atlas Wi-Fi mesh router?
01:00
Speaker 1
Is it compatible? It's compatible or no? I can get it. I'll get it one second in one second. I took a picture of it. It was hard to see it but I couldn't see if the picture came out. Uh, let's see if the picture came out. Oops. I didn't do it. Hold on. No, I don't have it handy. Let me see. She didn't need it at the time. Let me see if I got it here. Uh, let's take a quick look. No, I don't have it. I can get it. I can try and take a picture of it again see if I can get it to work. Can you hold on a minute? Okay. [silence]
02:00
Speaker 2
Do you have the model number of your mesh router. like what's the model number of your mesh router? [silence] Actually, actually one second. I think you have it right here. So I just check your record and the
02:00
Speaker 1
[silence] The one the one that I'm getting is the Linksys Atlas, Wi-Fi router six, home dual band Wi-Fi system Wi-Fi system, 4,000 square foot. That's the one I'm getting. Getting it from Amazon. There's one left. I can get I can get two more if I need to, but I just want to make sure before I place another order. She said to take one she said she said that I should take the the head one, the one I'm using for the head, and change it out for one of these two one's that are getting, and then make the the head one one of the child ones.
03:00
Speaker 2
Oh, oh Let me see got oh I'm looking in Amazon right now. Yeah, [silence] [silence]
03:00
Speaker 1
Okay. Oh, it is. I'll take one of the two, I'm getting two of them. One of them, I'll use is the main tower and and the one that's in the main tower now become one the child one instead. Now I'll have one other one, I'll have one other one from this two-pack to use as a child one as well. So they're compatible, then won't be any issues. the one the one that I'm getting is the velop mesh. Hey, it doesn't say velop anywhere, it just says just links us for the develop. [silence]
04:00
Speaker 2
the reason why I'm asking for the model number, because but if it's a Wi-Fi 6 and this is a WHW03, that's a Wi-Fi 5, so but yeah to answer your question, it should be compatible, because it's a velop mesh router. Oh, this is also a velop mesh router, so it should be compatible but if it's a again Wi-Fi 6, it should be the main tower. I it it will not make you use it as your extender tower, should be the main tower. [silence] This shouldn't be an issue that because it's a velop mesh and this is also a velop mesh, so it should be compatible.
04:00
Speaker 1
Okay. So this will be, will be compatible then, right? Perfect. How do I do that? You know, I'll have the product tomorrow morning and you guys aren't, you guys aren't working tomorrow or Sunday, so, I was hoping to do it over the weekend. That's all right. I mean, I can live without it for until Monday morning, but right now it's, uh, okay, so I just, just hook it up, plug it in. Should be a plug and play kind of thing, right? And then it should be working.
05:00
Speaker 2
I think it's a velop mesh. I just don't know what model it is, but I should be bellop mesh. it will be compatible. But if you're going to make this one as a main tower, uh you're going to reset everything. You'll need to redo it. The settings on your router, you need to apply it to this router. Once you have the product or the unit, give us a call back so we can help you set up the the net do rethink. Oh, I see. So I can send you the guide now how you can set up the the main mesh, but if you have trouble in we're not open, then it's going to be a problem. [silence] Should we play this again.
05:00
Speaker 1
They're not. They won't work. They will work. What do I have to do? I can do it on the. I can on the app. On the app. That's great. If you can send that to me. You have my email address already? Perfect. That's absolutely perfect. Thank you so much. You guys are great. That's why I like working with you guys. So thank you for this. I guess not. I guess I'll find out tomorrow when I try and set it up, but hopefully it works. So thank you. Appreciate it. If not, I'll call you Monday, but thank you so much. Appreciate your help, man. Have a great day. Send me the send me the link. Send me the information.
06:00
Speaker 2
in play but adding those child nodes is not a plug in play the main tower can be plug and play yeah for the main tower yes it can be plug in play but adding those extender towers it's not a plug and play so we need to set them up I can send you the guide again on how you add those in the app I think I do but you can confirm so that's DSN David and then Smith at sd **S T& W J&D&N. com I mean which will come you have other questions and a confirm I mean you wanna okay cool very much work you to have a great day
06:00
Speaker 1
Thank you. Have a great one, man. Appreciate it. Take care. Bye-bye. [silence]
07:00
Speaker 2
I will for sure.
07:00