V2 Rubric Detail — 6c532700-73b7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:38
Duration
26m 31s
Contact
Mike
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00135122
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall3.6/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.1% (+5.1)

V2 Grader Summary

The agent correctly explained intelligent vs cognitive mesh compatibility but provided materially incorrect model information (MX6300, LN Dewitt), which undermines technical accuracy and full resolution. Despite this, the agent demonstrated strong communication, ownership, and customer experience skills, with no escalation needed. The outcome is partial resolution due to unresolved technical inaccuracy.

V1 Case Analysis

Customer asked about adding MX series nodes to MX5300 mesh. Agent correctly explained intelligent vs. cognitive mesh compatibility but incorrectly referenced non-existent MX6300 model and reversed parent-child logic in example.

Troubleshooting Steps
  • Identified MX5300 as an intelligent mesh node
  • Explained mesh generation compatibility (intelligent vs. cognitive)
  • Provided list of compatible intelligent nodes (MX2000, MX5500, MX8500)
  • Cautioned about cognitive nodes requiring a new setup as parent
Key Observations
  • Agent correctly explained the core concept of intelligent vs. cognitive mesh compatibility.
  • Agent made a significant technical error by referencing a non-existent 'MX6300' model and incorrectly stating compatibility directionality.
  • The error could mislead the customer into purchasing incompatible hardware.
  • Call was efficient and ended with a clear next-step for the customer.
Positive Highlights
  • Clear explanation of intelligent vs. cognitive mesh nodes.
  • Efficient call flow with no unnecessary loops.
  • Polite and professional closing.
  • Correctly identified MX5300 as an intelligent mesh node and advised staying within that family.
Agent Errors / Gaps
  • Referenced non-existent model 'MX6300' instead of correct cognitive mesh models (e.g., MX6200, MBE7000, LN1400).
  • Incorrectly stated that intelligent mesh nodes (MX5300) can be added to a cognitive mesh node (MX6300), when the KB states cognitive nodes must be the parent in a new setup.
  • Misrepresented compatibility directionality, potentially leading the customer to purchase incompatible hardware.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent provided correct compatibility guidance but gave incorrect model examples (MX6300, LN Dewitt) that could mislead the customer about actual purchasing options.
R2 Met Diagnostic thoroughness conf 94%
Agent conducted relevant troubleshooting by identifying mesh type and asking clarifying questions about the customer's setup, advancing the path toward resolution.
R3 Partially Met Correct resolution path conf 95%
Agent selected the correct resolution path (informational guidance on mesh compatibility) but undermined it with incorrect model specifics, reducing appropriateness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 96%
Agent identified the symptom (node compatibility) but failed to verify actual model families, leading to false conclusions about non-existent products like MX6300.
T2 Met Appropriate tools / resources used conf 92%
No tools were required for a compatibility question; agent used internal knowledge appropriately, which is acceptable when no tool use is necessary.
T3 Not Met No misinformation conf 99%
Agent stated MX6300 and 'LN Dewitt' as cognitive mesh nodes; per KB, these are invalid models (MBE7000, LN1400, MX6200 series are correct), constituting materially incorrect information.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained call control, asked clarifying questions, and closed appropriately with 'Is that all, sir?', keeping the interaction on track.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed understanding with 'Gotcha' and 'Okay', and adapted to the customer's technical level without jargon overload.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through to provide a complete answer.
O2 Not Applicable Proactive follow-through conf 91%
Issue was resolved with information; no further steps, timelines, or follow-up commitments were required.
O3 Not Applicable Closure confirmation conf 94%
This was the first contact with no prior history or handoff involved, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted for this informational compatibility inquiry.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained courteous and patient, using polite phrases like 'Thank you' and 'Have a great day', acknowledging the customer's effort.
X2 Met Tone & rapport conf 94%
Agent matched the customer's pace, used affirmations, and kept the dialogue engaged and focused throughout.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, answered directly, and minimized customer effort by providing clear, actionable guidance.
Call Transcript11 turns · 12 lines
Speaker 2
[silence] Welcome to Linksys Support. [silence] To ensure quality service, [silence] your call may be monitored. [silence] For in-warranty products, [silence] our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. Please have your device serial number ready. [silence] For assistance, press one now. For out of warranty products, paid support may be available [silence] depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] [silence]
00:00
Speaker 1
morning. My name is Mike. I have an MX 53. Hi, I have an MX 5300. I have a question. Can I still purchase additional modes for that? I can't seem to find any online, or is there an alternate mode that I could use? Okay, so any MX series could be added to that system. Okay, that makes sense now. Because I couldn't find that exact 5300. I wasn't sure if it was going to work.
22:00
Speaker 2
um You can find the same model as your MX 5300 you can find other MX series like MX 2015 MX 55 as long as they're all MX series they can be added to your MX-53. Yes. OK so you can find are just make sure that those MX series are the same.
22:00
Speaker 1
Yep. Okay. Okay. Yeah, this this is just a Wi-Fi 6 it's a few years old so the it's probably what just a standard is a cognitive is that what it is? A node? Yes. In my parent node, so I have two nodes now. A parent and a child. The parent node.
23:00
Speaker 2
Mesh type or... intelligent or cognitive one, because if you bought an MX series, which is a cognitive nodes, you will have to set that as the parent node, since the cognitive Mesh node are more advanced compared to an intelligent mesh node. Yes, let me check, uh, since you're node is an MX 5,300. Let me check.
23:00
Speaker 1
Does it also broadcast Wi-Fi? It does. Yeah, because I could see it connected, but when I look on the app it just shows it looks like an ethernet connection. It's not showing that it's broadcasting Wi-Fi. But the blue light is on. I'm just having, Eating to the internet. Gotcha. Okay, yeah. Okay. Yip. Okay.
24:00
Speaker 2
Yes, your parent node, it's the main, it's the main router. So it broadcasts, broadcasts Wi-Fi. In fact, all your child nodes rely to your parent node. Yes, yes, the app will show you that it's wired because it is wired to your internet provider modem, but it still broadcasts your Wi-Fi connection. Your question about your MX-53 series, these nodes belong to the intelligent mesh nodes or series. So if you bought an intelligent mesh node, it could be added to your MX.
24:00
Speaker 1
okay. Gotcha. Okay. Okay, so I just gotta stay in that intelligent mesh node network and I'll, I'll be able to add it right to it. Okay. Okay. Gotcha. Yep. Okay. 2055 and 85
25:00
Speaker 2
6300 as a child node. But if you bought a cognitive mesh node, cognitive mesh nodes are an example of them are MX 6300, MBE 7000, and LND 100. Yes. Because if you get a cognitive mesh node, you will have to set up again your mesh system and make the cognitive mesh node as the parent node because they're more higher in terms of technology and performance compared to an intelligent mesh node. But if you get an intelligent mesh node, usually MX 2000, MX 5500, MX 8500, they are all intelligent mesh nodes. So you can add them to your MX 6300. Just be careful of the
25:00
Speaker 1
Yep. Okay. Okay. Put you, excellent. Well, that's what I will look for. That's all. Thank you so much for your help. You have a great day. Thank you. Thanks. You too. Bye bye.
26:00
Speaker 2
Yes. Just be careful of the Mx, sixty two hundred, MBE seven thousand and the LN, Dewitt, because they are all cognitive mesh nodes. All right. Is that all, sir? Yeah? You're, you're welcome. Thank you also for calling. Once again, take care. Have a great one. Bye.
26:00