V2 Rubric Detail — 67d92000-703b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 02:13
Duration
11m 24s
Contact
Millie Septimo
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to diagnose the reported red LED and slow performance issues, skipped all troubleshooting, and incorrectly recommended a new MX6200 without verifying warranty or device status. Technical inaccuracies, lack of ownership, and poor communication resulted in no meaningful progress, leaving the customer unresolved.

V1 Case Analysis

Customer with MX5500 nodes showing red LEDs sought advice on replacement vs. upgrade. Agent misidentified model, recommended MX6200 without verifying warranty/serial, and provided invalid product link. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the customer's model as MX500 before correcting to MX5500, indicating lack of verification.
  • Agent provided an invalid product link ('MX-6-2-0-0') that does not correspond to any official Linksys product or URL.
  • No troubleshooting steps were performed despite red LED being a known escalation trigger per universal_escalation_guide.md.
  • Agent failed to collect serial number, verify warranty, or confirm support eligibility before recommending hardware replacement.
  • Customer expressed confusion over Amazon search results and did not confirm understanding of next steps.
Positive Highlights
  • Agent maintained a polite and friendly tone throughout the call.
  • Provided approximate pricing for MX6200 units based on Amazon listings.
Agent Errors / Gaps
  • Misidentified the customer's existing model as MX500 at [01:00] before correcting to MX5500, failing to verify model number.
  • Provided an invalid and non-existent product identifier ('MX-6-2-0-0') at [04:00] that contradicts Linksys product naming conventions and KB guidance.
  • Failed to perform basic troubleshooting for solid red LED, which per universal_escalation_guide.md requires reboot, factory reset, and escalation if unresolved.
  • Did not collect serial number or verify warranty status before recommending hardware purchase, violating protocol for support eligibility.
  • Gave no clear summary or confirmation of next steps, leaving customer confused about Amazon search results.
  • Did not check if auto-update was enabled or suggest firmware update despite red LED symptom, which could have been a simple fix per universal_firmware_update.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent recommended purchasing new hardware (MX6200) without diagnosing the root cause of red LEDs or slow performance; no resolution or valid escalation was executed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., reboot, firmware check, LED diagnosis); agent skipped diagnostics and immediately suggested a product purchase.
R3 Not Met Correct resolution path conf 94%
Agent recommended a new MX6200 without determining warranty status, confirming hardware failure, or attempting repair of existing units; misaligned resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed; agent did not identify symptoms (e.g., what red LED means), ask about firmware, or test network performance.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use any tools (e.g., remote access, firmware check, account lookup) to assess the mesh system health despite customer’s history.
T3 Not Met No misinformation conf 92%
Agent referred to non-existent 'MX 500' and 'MX60'; gave inconsistent pricing ('$149' vs. '$247') and failed to clarify SKUs, leading to customer confusion.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure or clear expectations; agent did not frame the interaction, control the conversation, or manage transitions effectively.
C2 Not Met Confirmed understanding conf 93%
Agent used unclear product names and pricing without confirming understanding; failed to adapt to customer’s confusion about models and search results.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Customer requested lookup by phone number; agent did not retrieve prior case history or take ownership, leaving customer to self-navigate.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or follow-up were provided; agent ended with vague suggestion to 'go ahead' and 'you can' without commitment.
O3 Not Met Closure confirmation conf 93%
Agent ignored customer’s statement about prior calls and did not reference any past interactions or findings.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted for a product recommendation request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer’s frustration or repeated contact; tone remained transactional with no empathy expressed.
X2 Not Met Tone & rapport conf 92%
Agent failed to adjust pace or style when customer struggled to find correct product; no comprehension checks were made.
X3 Not Met Overall experience conf 94%
Customer was forced to search Amazon independently, repeat information, and interpret conflicting pricing, increasing effort unnecessarily.
Call Transcript18 turns · 20 lines
Speaker 1
[Melly set]
00:00
Speaker 2
Welcome to. to. to 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 may be available depending on your issue. To hear more about your service options, press two. Please select, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling links. My name is Nathan. May I know who am I speaking?
00:00
Speaker 1
Mm-hmm. So, I previously purchased a number of develop home, what do you call that home system, you know, for the whole home, and some of my towers, I already replaced one or two of them. They're all kind of starting to go bad. So, I'm just wondering, should I just replace more towers or should I look into purchasing a whole new set? What would you recommend? I should you should have it on file 'cause I've called a number of times before. Can you look it up by my phone number? 808, three four five. Okay. You ready? You got it.
01:00
Speaker 2
Mel Elisa. All right, can you tell me what is the model of your router? Oh, all right. Sure. Tell me. Yep, I will. Yes, I got it. I got it. You have an MX 500. This is, is there anything I can help it?
01:00
Speaker 1
Yeah, but it's, some of them are starting to turn red, about two of them are turning red, the older units. So the MX 5500 was a recent purchase I made, yeah? They were they were during Covid, no, they were older. Uh-huh. Okay. So wait. Okay. Okay. Right now I have one two three four units in my home.
02:00
Speaker 2
Good. Okay. This is a good router. Now tell me what are the older units? They seem model D500. Ah, how about the older one? Are they the same or different? Okay, if that would be the case, that would be in the range of five years. If you want to add a new device, I do suggest you go for MX 6200 that it'd be better and then it has bigger or wider coverage and then instead of two you may only need one. two three four.
02:00
Speaker 1
from home, yeah. So which one should I get, the MX60? Okay. So I'm on the on the Linksys website and it says vela products not there. Okay, so where do I find it? Oh, go to Amazon. Oh, okay. And then I'm going to look for I know because I was on Amazon, because there's a
03:00
Speaker 2
Now, 6200. Well, it will be your mother node. And then that will be stronger. We can move the MX5500 border and they can receive more data. It has more memory. It has stronger signal, 6200. Since it's the mother node, it can carry more loads or data at the same time. You start buying one. Go ahead. Ah, na na, na, not that one. That's the friend model, not that one. This tour is better than that one. Okay. Go to Amazon, amazon, amazon.com. [silence] The link says MX-6-2-0-0, that'd be good. You found it and then router missing, regardless of the location.
03:00
Speaker 1
O. K. those six links is, 62 no it's pulling up different. there's no space in it. okay okay so MX 6,200 Oh. okay reconocimiento system. Um, it doesn't say that it's the it doesn't say that for the um as like Oh I see. It says one pack MX 6200 degree 2024 release. Is that the one?
05:00
Speaker 2
The MX, the M-X, M-X, 6200, there is no space in it. Just like the word MX. Yep. 62. There is one that uh around $149. This is a good one. Yep, yep. There's another one, is also 24 release gray, $139. The other one is $149.
05:00
Speaker 1
four okay wait. No, I don't see that one. How come? This does. So 640, MX6200 says overall tick but there's not a two pack. 6200. There's one on uh go further down. Okay. further down. And how much was it? 100 247. I see one for 279. [silence]
06:00
Speaker 2
the store, but they're basically the same, I saw ah two hundred forty-seven. That's already for two devices. If you have access fair, you get for this one. You saw it? Okay. Can you type links this? Scroll down, scroll down, maybe you can find it down. two hundred forty-nine, forty-seven. There's two devices already.
06:00
Speaker 1
How come you see something different from me? Uh, what did you enter in your, uh, Amazon search? Just Linksys? L. linksys? M. 0. X. 6200? K? Okay, that's a good deal. Let me try one more time then. okay, so my first one is the 149 that we mentioned, then it goes to 7, nine, 69. Um, then there's more of that MX 6200, but there's no price. So it seems like it's not. I'm sorry.
07:00
Speaker 2
Links is and then space mx 6200. You try with a one. You tried better with 149. You try that one, and then you try with one node only and then or. The one is seven is nine is better because that's brand new. The 149 is.
07:00
Speaker 1
Which one's better? I'm sorry, okay, the 279 I'm sorry that's a net gear, that's not a linksys. Yeah, uh, link pro, linksys pro. Okay, yeah, okay, so linksys pro six e and then MX 6200, okay, so that one comes up again. Um, oh shoot uh two pack, does it come up? Oh, where's this? Uh, yeah, that you see it, I don't see it. Oh, bummer.
08:00
Speaker 2
it's Argyle. My location is Argyle. I'm in the center. [sound] [sound] that's it. Even if you don't put the m52- that's it. go ahead. [sound] Yeah. all right then. [silence] yes, you can. And then we can still use this as a backup [silence] just in case there are location in the house where the signal is week. [silence] We can use this X300 which we can add that one and um if those devices are already are to warranty [silence] to know [silence] that uh a new warranty is carry to the old one. devices. [silence] So uh your old router uh to warranty [silence] you have a new device with warranty [silence] we will support the older devices.
09:00
Speaker 1
You know how I should upgrade the system right cuz it's just been really slow at home so I thought I think it's probably time. But okay very good I'll keep checking and uh seeing if I can find the uh the set that you're mentioning Thank you so much. Okay art Okay thank you yeah bye bye good night.
11:00
Speaker 2
Oh yeah. I bet. Have a nice day, Milly. And first, nice. talking to you. Have a nice day. Good night.
11:00