V2 Rubric Detail — 5d1810ce-7a25-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 17:00
Duration
10m 13s
Contact
804-715-0026
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to resolve or advance the case, provided factually incorrect technical information about node compatibility, and demonstrated no ownership or empathy. Despite a complex multi-node dropout issue likely requiring escalation, the call ended with a vague promise to call back, resulting in no meaningful progress or customer support.

V1 Case Analysis

Customer experiencing mesh node dropouts and buffering; asked about compatibility of new unit with existing MX2000. Agent provided incorrect compatibility guidance, failed to confirm model/serial, performed no troubleshooting, and call ended with customer requesting callback.

Troubleshooting Steps

None recorded.

Key Observations
  • At [02:00], agent stated 'technically mixed devices are compatible IDHOOH with another' — this is materially false per KB: MX2000 (Intelligent Mesh) cannot mix with other generations.
  • Agent failed to identify the parent node despite repeated attempts; customer provided serial for what appears to be an MR9600 child node at [07:00], but agent did not recognize or act on it.
  • No troubleshooting steps (firmware check, power cycle, node pairing) were performed, despite clear guidance in KB for mesh issues.
  • Call ended without resolution or defined next steps; customer explicitly requested a callback at [10:00], indicating dissatisfaction.
Positive Highlights
  • Attempted to collect device information (model/serial) from the customer, showing awareness of protocol need.
  • Asked about direct ethernet connection for speed testing, indicating some understanding of isolation methodology.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed mixed-generation mesh devices are compatible, which violates KB (velop_mesh_compatibility.md).
  • Failed to correctly identify or use the model/serial information provided by the customer (MR9600 serial at [07:00]).
  • Did not perform any basic troubleshooting steps for mesh node dropouts (e.g., power cycle, firmware check, topology verification).
  • Repeatedly asked for model/serial without clarifying the request or confirming understanding, leading to customer confusion.
  • Ended the call without establishing a clear next step or escalation path, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ended with the agent saying 'I'll call you back' without any resolution, confirmation of issue, or executed outcome.
R2 Not Met Diagnostic thoroughness conf 95%
The agent repeatedly asked for serial numbers and performed no diagnostic steps such as firmware check, node status, speed test, power cycle, or placement check.
R3 Not Met Correct resolution path conf 93%
The agent never determined warranty status, ISP-provisioned equipment, or product generation, and failed to assess whether the issue was hardware, configuration, or environmental.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
The agent failed to identify symptoms or ask relevant diagnostic questions; instead, provided a garbled and incorrect statement about compatibility without probing the specific models involved.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote access, logs, diagnostics) were used or referenced; the customer did not consent to or enable remote session.
T3 Not Met No misinformation conf 98%
The agent claimed 'technically mixed devices are compatible IDHOOH with another', which is contradicted by velop_mesh_compatibility.md stating nodes from different mesh technology generations cannot be mixed in the same network.
Communication
C1 Not Met Clear & professional language conf 92%
The agent lost control of the call, repeated the same request multiple times, failed to frame the interaction or manage transitions, and the customer became confused and disengaged.
C2 Not Met Confirmed understanding conf 90%
The agent used unclear phrasing ('IDHOOH', 'lengths of devices') and did not adapt to the customer's level; no confirmation of understanding or use of simplified language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
The agent did not take ownership — no case notes, no follow-up plan, and ended with 'I'll call you back' without commitment or documentation.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or ownership were assigned; only a vague promise to call back with no conditions or expectations set.
O3 Not Applicable Closure confirmation conf 85%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Multiple node dropouts and buffering across six nodes is a complex issue warranting escalation, especially given possible cross-generation incompatibility; the agent did not escalate or consider it.
E2 Not Applicable Escalation prep & handoff conf 80%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
The agent did not acknowledge the customer's frustration, repeated effort, or express empathy; the interaction remained transactional and confusing.
X2 Not Met Tone & rapport conf 92%
The agent did not match the customer's pace or tone; the customer expressed confusion and disengagement ('you got me confused'), with no adjustment from the agent.
X3 Not Met Overall experience conf 94%
The customer was forced to repeat device details and serial numbers multiple times; the agent failed to use available information or streamline data collection.
Call Transcript18 turns · 19 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys, this is Jean how can I help you today? Uh-huh.
00:00
Speaker 1
[silence] Little smaller. It has a 12 volt and it has two ethernet uh connections. My concern is is that is it comparable with the MX2000 that I have? [silence] I have four of them now. I have the router plus four four meshes. I have three downstairs and three upstairs but I'm still having buffering problems. Now I called my internet service provider and he tells me that it could be my mesh system. So I said okay, well one way to get is let me put access points in all four corners of the house. That way he can't give me back any nonsense. My concern is is that will this mesh unit work my other mesh unit, or will it interfere with it?
01:00
Speaker 2
Okay so I totally understand that one, so technically mixed devices are compatible IDHOOH with another, but how many lengths of devices do you have in total? So I totally understand that one, sure. So technically mixed devices are compatible IDHOOH with another, but how many lengths of devices do you have in total? So I
02:00
Speaker 1
All of them seems to be working, but they keep dropping out on me. Yeah, I think it, yes, I have, I have that upstairs. Why? You want me to do that? I think I have one. The, who? The main router is? Yeah, give me a second. Let me go upstairs. I have to go upstairs. Let me take this with me just in case. I'm sorry, I should call you from the upstairs.
03:00
Speaker 2
I see. Now, how many devices are currently working? Links is devices? Do you have a device which we can use also to wire directly to the modem for proper isolation? If you actually get a good speed, a computer or a laptop, sir? That has an ethernet port. Yes. But, of course, kindly provide a model number of the parent node, the parent node, the main router. Kindly provide a serial number. Yes.
03:00
Speaker 1
Oh crap. Oh, crud. You want my Wi-Fi uh modem Wi-Fi router. No, I I, model number. I can get that from the app, can't I? Yeah, I can get that from the app. Let me get the app. I can get the app up on my my iPad. And I don't have to go towards. Give me a second. Oh crap. What can possibly be? What else? Let me see what I got here. Links, ok, uh.
04:00
Speaker 2
Yes. The main router from Linksys, what is the serial number? [ silence ]
04:00
Speaker 1
Okay. I have one that's dropped out now. Okay. Let's sync up. One of my knows it then. I don't know which one it is. I don't know. I have the the 9600 series. I don't know if it's connected. This is number three. Which is number three? One, two, I think it's the one in the living room. it's it's
05:00
Speaker 2
Yeah. Can you provide the serial number of the parent node, the one that is connected directly to the modem, the parent node or the main router?
05:00
Speaker 1
Okay. This one. Number on this one. 570. Eight is one. 10. Five. Looks like he's on the wrong side. I'm sorry. I took a tab and set up your phone. This one is not hooked up directly. You want me to hook this one up directly to the to the mummy? Miss. Uh-huh. [silence]
06:00
Speaker 2
But better for your own third check that one on the bottle of the device as well. Sandly describ your set up topology.
06:00
Speaker 1
I'm sorry? Miss? Okay. Yeah, and I have various nodes, now, some of them, they're all on Wi-Fi. But I if I remember correctly, I hook a couple of them up directly to the I have I have them hooked up to RJ45 connection. Okay. Yeah. These are all Wi-Fi. The one that actually is malfunctioning now is the serial number: 50 David 10 MS Marie 25 seas and Charlie 560 77. Did you get all that? No, no, that's the
07:00
Speaker 2
Okay, describe your set of technology. Sure from the modem. Okay, modem, then the parent node, right? Okay, that's the serial number of the parent node or the main router.
07:00
Speaker 1
Unfortunately, your question is not clear enough for me to understand specifically what you need. Is it about setting up a router, modem, or both? Could you please provide more details so I can assist you better?
08:00
Speaker 2
your six routers are from Linksys right? I need the serial number of the parent node the main router that is connected directly to your modem okay, there is a Linksys router connected directly to a modem right? that's your main router. not for the meantime, I just need to verify the serial number first of the parent node or the main router because that's the source of everything that's the source of the [silence] main link.
08:00
Speaker 1
Okay, now you got me confused here. You either want the serial numbers for my, my, Wi-Fi router, or you want the serial numbers for the mesh node? All done. No? Okay. Okay. Uh, it's breeze line, but the router is mine. Okay. I own this. I don't rent the equipment. Now, you want the MR96 model, uh, serial number? Is that what you want? She says, I need, like, I need like a hole-stick. Miss.
09:00
Speaker 2
Your devices are all mesh. They're all nodes. They're all routers. What I need is the main router that is connected directly to the modem. The modem from your internet service provider. Who is your internet service provider? Is that the main router?
09:00
Speaker 1
Good afternoon's there. Hey, how you doing, ma'am? Miss, do me a favor, will you please, I'll call you back. All right? Thank you.
10:00