V2 Rubric Detail — 76bbaddc-7959-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:40
Duration
8m 48s
Contact
904-571-4194
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall29.8% (+1.8)

V2 Grader Summary

The agent failed to verify mesh generation compatibility before recommending MX2000 nodes for a WHW01 system, violating velop_mesh_compatibility.md. This renders the resolution invalid (R1 Not Met) and introduces material technical inaccuracies (T3 Not Met). While the agent maintained ownership and used accessible language, the recommendation will cause customer effort and failure, resulting in an Unresolved outcome.

V1 Case Analysis

Customer with WHW01 Velop system requested guidance on adding compatible nodes and an access point. Agent incorrectly recommended MX2000/MX5300 nodes, which are incompatible per velop_mesh_compatibility.md. No correct guidance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent recommended MX2000 and MX5300 nodes for a WHW01 system, which are incompatible per velop_mesh_compatibility.md.
  • No verification of mesh generation or firmware version was performed before recommending new hardware.
  • Agent misrepresented incompatible nodes as functional 'extenders' that would integrate with the existing network.
  • No mention of compatible access points (e.g., LAPAC series) or correct node pairing methods for WHW01.
  • Customer mentioned 'lifetime support' number was disconnected, suggesting warranty may have expired.
Positive Highlights
  • Agent maintained a polite and professional tone throughout the call.
  • Agent attempted to assist the customer and provided a model number and price for reference.
Agent Errors / Gaps
  • Provided materially incorrect compatibility advice: MX2000 and MX5300 cannot be added to a WHW01 mesh network (per velop_mesh_compatibility.md).
  • Failed to recognize WHW01 as part of the older Intelligent Mesh generation, which cannot be mixed with Cognitive Mesh devices.
  • Did not follow standard protocol for model verification or warranty status check.
  • Misrepresented incompatible routers as functional mesh extenders that would share the same network name and settings.
  • Did not provide any KB articles, self-help resources, or correct product alternatives.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended MX2000/MX5300 nodes for a WHW01 system, which are incompatible per mesh compatibility guide, so the issue was not resolved.
R2 Not Applicable Diagnostic thoroughness conf 90%
The call was a product recommendation request; no diagnostic troubleshooting was required or expected.
R3 Not Met Correct resolution path conf 93%
Agent recommended incompatible MX2000 nodes for a WHW01 system without verifying compatibility, violating the OOW best-effort standard by giving wrong advice instead of troubleshooting or educating on limitations.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify the root cause or assess compatibility; instead jumped to a recommendation without asking about firmware, generation, or use case specifics.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not consult or reference the mesh compatibility guide (velop_mesh_compatibility.md), which clearly states WHW01 cannot mix with MX series — a critical resource for this query.
T3 Not Met No misinformation conf 95%
Agent claimed MX2000 can be added to the existing WHW01 mesh, but velop_mesh_compatibility.md explicitly states different generations (WHW vs MX) are incompatible — this is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent kept the call moving and responded to questions, but failed to clarify the customer's actual goal or confirm understanding of the existing system before recommending hardware.
C2 Met Confirmed understanding conf 91%
Agent used plain language, explained Ethernet ports and pricing, and avoided technical jargon, adapting well to the customer’s non-technical phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, took ownership of the inquiry, and did not transfer the customer — fully addressed the request as presented.
O2 Partially Met Proactive follow-through conf 88%
Agent offered a vague 'call back if you have a problem' but did not set a clear next step, timeline, or proactive follow-up plan.
O3 Not Applicable Closure confirmation conf 97%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted — the customer sought product advice, not advanced support.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for the outdated support number, showing some empathy, but remained transactional and did not acknowledge the customer’s frustration with lifetime support being unavailable.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a helpful tone but did not adjust pacing or check understanding when the customer repeated confusion about whether the MX2000 was an access point or router.
X3 Not Met Overall experience conf 92%
Agent recommended incompatible hardware, which will force the customer to return items, re-research, and call again — significantly increasing long-term effort due to incorrect advice.
Call Transcript16 turns · 17 lines
Speaker 1
Hello. Thank you for taking the call. I have some questions. I need to order and buy some Linksys items to go with my velop system. I've got a velop system I've had for a while and I need to add some some items because we're adding it upstairs. I'm going to need an access point and I'm going to need some more of the nodes. The little nodes that go in each room.
00:00
Speaker 2
Welcome to Lynx's 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.Lynx's.com for more information about your product. Thank you for calling Lynx's support. My name is Mr. Gerald Davenport.
00:00
Speaker 1
but I don't know which one I need or I I don't know how to decide, so I'm asking you to help me decide what it is I need. Okay, all right. I'm going to get my I was climbing up there where I could get it. It's a pipe. I need to get a magnifying glass so I can look at it. So, now I've got it in my hand. Let me tell you what I have is a model number where oh, it's hard to see it. What do you think, buddy? WHW. O one. Does that sound right? It's hard to see it. It's very difficult. That's the extended that's the extended. Now what I'm going to do here is I'm going to go and
01:00
Speaker 2
Sure. What is the model number of your existing mesh router or node? [silence] Yeah that that sounds right, but is that the main mesh or the extender mesh or extend a no? Thank you Thank you. Okay. [silence] 6563716. Thank you.
01:00
Speaker 1
100 yes. And what I'm gonna need to do is I'm gonna run from here. I'm gonna run to a switch that's also downstairs. And from the switch, I'm gonna go-- I already have the switch in place-- I'm gonna go from the switch upstairs with the with the data cable. And then from one of the data outlets upstairs, then I'll run that that access point and then connect my then I'm gonna have to buy some additional of the the nodes the small nodes that set around. alright let me go Bob. It's a what now dual band mess. Is I don't I I I don't know if I'm gonna have to I don't think I need to replace this unit that I have.
03:00
Speaker 2
Okay. Got it. So you can you can try the MX 2000 that's available in Amazon if you want to look it up in Amazon. It's a Wi-Fi 6 dual band mesh. Yes, correct.
03:00
Speaker 1
If I do, you'll have to tell me that. I don't know if I have to replace this one or you use this one downstairs and then get my access point upstairs. So, I'm going to I'm going to put you on. Okay, same. I'm sorry, I didn't hear you. What'd you say? Yes. Uh-huh. The Max 2000 is going to be is that an access point? No. Okay. My technician told me not to use two routers.
04:00
Speaker 2
you can still use the MX5300 sorry. you can still make use of the MX5300. It's a good router or a mesh. And just add the MX 2000 as an extender of that to your MX 300. Yes. Oh, not an access point but it's also a mesh router. Oh, no. This this is a router, but this this will be if if you have this one, you just add it to your main mesh router. they will be in the same network [silence]
04:00
Speaker 1
Okay, so you. Okay. So the MX 2000, I'm going to run one cable to that and then that will give you from that unit. How does the is that only Wi-Fi or does it also give me a data cable coming out of the back? Uh a Wi-Fi only? So one in and three out. One in and three out. Okay? Okay, so now I'm going to take a picture of that because I want to I want to remember that number that you told me. Let me go in here and .
05:00
Speaker 2
They'll not broadcast different Wi-Fi. They will share same name, same settings as long as it's configured as a mash. This MX5300 is a mesh router. Wi-Fi and data cable or ethernet. It has ethernet port. I believe, four ports, ethernet port, one internet, three ethernets, I believe. Yeah, right. Oh, right. Yes, three ethernet and one internet. Sure.
05:00
Speaker 1
Okay. Let me just get my camera. I'm going to take a picture 'cause I appreciate you helping me out. I trust you guys and I tried to call the phone number for my velle support and that number's been disconnected. I was supposed to have lifetime support on the velle system, but that number has been disconnected so I called you instead. but I can still call you here. Okay. So I have the additional nodes, what is the model number for the additional nodes? I'm going to need to buy probably four or maybe a four pack or a five pack of the additional nodes. Is that what you call them nodes that sit little ones that sit in the in the room? Okay.
06:00
Speaker 2
It's okay, we changed our number. Sorry, we didn't update that. But yeah, correct, yes. Yeah, that is called nodes and your MX 53 is also called nodes. This is also called nodes MX2000. But right now, there's only three pack, so it's bundled as three and the current price on Amazon is $132. I think we bought was $300 something.
06:00
Speaker 1
Okay, so what is the model? What am I looking up on Amazon? What model number? Okay, I'm looking at MX120 MS3. Okay, I see him now. I see him. That's what I need to buy? Okay. I really appreciate your help. Is there anything else I'm going to need?
07:00
Speaker 2
I think, for three, but right now it's a hundred and thirty two, for nine, nine, zero. In Amazon. So, the correct model number in Amazon, that's M X 2 0 M S 3. M S as in Sam and then three. Mmm, that's the way. A hundred and thirty two, point nine nine. He said, yes, great! Just add it. Uh, it's not a plug-in place, it's going to be an extender. No, So, if you have problem um, setting this up, you can just give us call back. We'll help you with this. It has three years warranty and support.
07:00
Speaker 1
I don't know if I need any more questions. I think that you've told me what I need to know. That is correct. Yes. Okay. Well, I appreciate your help. Thank you. Okay. Bye. [silence]
08:00
Speaker 2
Uh, I, I think that's, oh, you have questions though you want to ask me, but I can answer that. All right, cool then. So, it's like a, um, sounds good. But, you have, that makes me feel free. You have a record right here. Are you Danny Rogers? Okay, I'm just gonna make use of your hicket here and update this one, okay? Thank you so much. And you don't have other questions of you have a good one. You take care. Farangta. Welcome. Bye bye. [silence]
08:00