V2 Rubric Detail — 6a90d118-7675-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 00:23
Duration
5m 51s
Contact
No name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00135724
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall33.7% (-22.3)

V2 Grader Summary

The agent provided factually incorrect technical advice by stating WHW01 nodes are compatible with WHW03 nodes, which violates velop_mesh_compatibility.md. This material error invalidates the resolution, triggers auto-zero, and will lead the customer to purchase an incompatible device. Despite good ownership and call control, the call fails on technical accuracy and appropriate resolution path.

V1 Case Analysis

Customer needs replacement for failed WHW03 node; agent incorrectly advised WHW01 compatibility. Customer accepted guidance to purchase WHW01 as replacement.

Troubleshooting Steps
  • Discussed compatibility between WHW01 and WHW03 nodes.
  • Advised that WHW01 can be added as a child node to existing WHW03 system.
Key Observations
  • Agent provided factually incorrect technical advice: WHW01 and WHW03 are not compatible per KB guidance.
  • Agent did not verify firmware versions on the existing WHW03 nodes, which is critical for compatibility within the same generation.
  • Agent failed to collect or confirm the exact model number of the existing system before giving compatibility advice.
  • Agent did not reference or cite any KB article to support the compatibility claim.
  • Despite technical inaccuracy, the agent provided a clear, actionable next step that the customer accepted.
Positive Highlights
  • Maintained a focused conversation without unnecessary loops.
  • Provided a concise, actionable next step that the customer could act on immediately.
  • Correctly identified that individual nodes can be purchased and added as child units in a mesh system.
  • Avoided registration or payment delays, keeping the call efficient.
Agent Errors / Gaps
  • Provided incorrect technical advice: WHW01 is not compatible with WHW03 per velop_mesh_compatibility.md KB article.
  • Did not verify firmware versions on WHW03 nodes, which is required because WHW03 v1 and v2 firmware are not cross-compatible.
  • Failed to confirm the exact model number of the existing node before giving compatibility guidance.
  • Did not reference or provide a KB article or support link to validate the compatibility claim.
  • No acknowledgment of customer frustration regarding the prior reset issue and reconfiguration burden.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent confirmed purchase of a single node is possible but gave incorrect compatibility advice (WHW01 with WHW03), so the outcome is not fully valid.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; agent immediately provided product advice without verifying compatibility via KB or diagnostic checks.
R3 Not Met Correct resolution path conf 98%
Agent recommended WHW01 as a replacement for WHW03 system, which violates KB mesh compatibility rules (different generations), so path was inappropriate.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause; assumed all 'intelligent mesh' nodes are interoperable without checking generation-specific compatibility.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not consult or use KB documentation on mesh compatibility (velop_mesh_compatibility.md), which was necessary and available.
T3 Not Met No misinformation conf 100%
Agent stated 'WHW01 is inter compatible with the WHW03' — directly contradicted by velop_mesh_compatibility.md which prohibits mixing generations.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained call control, guided conversation to closure, and did not lose direction despite customer confusion.
C2 Partially Met Confirmed understanding conf 93%
Agent used plain language but failed to confirm understanding after delivering critical technical information about node compatibility.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and provided a complete response to the inquiry.
O2 Partially Met Proactive follow-through conf 90%
Agent gave a solution (buy WHW01) but did not set a concrete next-step timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred or was warranted; the issue was a product compatibility inquiry suitable for L1 resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer frustration or express empathy; responses were purely factual and transactional.
X2 Not Met Tone & rapport conf 92%
Agent used a flat, transactional tone despite customer expressing stress and complexity; did not adapt pace or style to emotional state.
X3 Partially Met Overall experience conf 92%
Agent avoided making customer repeat information, but incorrect guidance will cause future effort (failed pairing due to incompatibility).
Call Transcript11 turns · 11 lines
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 [silence] one now. For out of warranty products, 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. Thank you for calling Linksys. This is Eppi, how can I help you?
00:00
Speaker 1
with one of the nodes today, and I, it's not under warranty. I paid for support. They determined that there was nothing that they could do to make it work, even though it was working in the morning, after, it went through a reset and after the reset it just was unusable. Is it possible for me to purchase a single node for that W, you know, I have the base unit works, the the one node works, and this would be the second node which I need to replace. Is that sold as a as a single standalone? So, that's that's the thing that confuses me. Like, you know, Amazon Best Buy. They sell, I guess, the WH WD301
01:00
Speaker 2
[silence] Yes, if there's available one single device on the, on your local stores or or any any online store like Amazon or Best Buy.
01:00
Speaker 1
which I I I thought that that that meant it was a a base, that it couldn't be alone. a node, couldn't it? is it one of can it be both? Oh. Oh, okay, so the the devices are the same. It's not that you you have to have a node and then the the the children are separately designed. They're all the same. It's just a matter of whether you get one or two or three. Okay, so if I was able Okay, so if I was to buy just one of them, even it it won't it won't it'll be comp I could turn, I could add that, I could make that the second node, even though it's just one unit. Okay, and and the second question I had is is I know that these are outdated already, they're four or five years old. Is the system that I have compatible with like
02:00
Speaker 2
Yeah, um, actually the nodes are the same. Okay, it's just how you set it up. Yeah. They're all the same stuff. Yeah. Yeah. Yes, they're all the same. It's a matter of configuring it. So you can either swap the nodes. Yes, you can make it a child node. Yes. Yeah. Um, yeah.
02:00
Speaker 1
But should I or is it worth doing or, or do I need to stick to the same exact model number to make sure everything works? But that where we, I spent the whole afternoon just trying to get everything to reconnect. I had to reset all of my cameras. I, you know, I, cuz things changed with the it would mess everything up to change out that parent, right?
03:00
Speaker 2
Well, if you're going to purchase an upgraded node, we would suggest you set that up as a parent node, okay? Because it has better specs compared to the ones that you already have. So, you set that up as the parent node, the upgraded one, and you set the older ones as your child nodes. Yeah, it, it would take time. Yeah, that's a downside. Well, as long as you just set up the same wireless settings, it shouldn't [silence]
03:00
Speaker 1
You know, it didn't, they did have the same Wi-Fi settings and then they worked for a while and then they they wouldn't work because there was a a strange thing that happened uh where where the the the Wi-Fi got something went weird with the Wi-Fi uh you know, uh detection of my network, um parent mode and and it's and it made it so that it was only only accessible through links so it couldn't connect directly so none of my devices worked, I had to uninstall everything. It was a mess. I just don't want to do that again. So I just want to make this as seamless as possible, but I do need apparently to replace that one node and um
04:00
Speaker 2
Okay.
04:00
Speaker 1
So you're suggesting that the simplest, if not the most perfect solution would just be to buy a single W-H-W, would, it would be called W-H-W-01 or something like that? 03 or 1. Okay. And so I, I would just, when I hook up the, the, the, the extra node that I would purchase that that's that, that would, that would be simple. I don't have to undo the, the, the nodes that are already working. Mhm. Okay. Thank you very much for your, your advice. I will do that. Thank you. Bye-bye.
05:00
Speaker 2
Yes. Yes, it's still compatible. It's still compatible, WHW01 is is inter compatible with the WHW03. So they're they're they're both intelligent routers so it should communicate. Um Yeah, it's just adding the the new child noteser. Not a problem. Okay. Thank you for your time, sir. This
05:00