V2 Rubric Detail — 78979fb4-6016-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 13:08
Duration
9m 38s
Contact
Earl Aldridge
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00132127
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Initial Setup of the router

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent correctly confirmed product compatibility and LED meanings but failed to address the customer's primary complaint of slow internet. No troubleshooting, empathy, or clear next steps were provided, resulting in an unresolved issue with no ownership or progress.

V1 Case Analysis

Customer reports slower internet after installing MX6200 mesh; asked about compatibility of additional child nodes. Agent confirmed MX6200 = Velop Pro 6E and explained LED colors. No troubleshooting performed; customer will call back.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any troubleshooting for the reported slow‑internet problem.
  • Essential information (serial number, warranty status, modem health) was never collected.
  • Call ended with a callback request rather than a concrete resolution.
Positive Highlights
  • Correctly identified MX6200 as Velop Pro 6E and accurately described LED color meanings.
Agent Errors / Gaps
  • Failed to ask for or verify product serial number, warranty status, or case details.
  • Did not diagnose or address the speed/performance issue.
  • Provided no actionable troubleshooting steps for the internet slowdown.
  • Communicated in a fragmented, filler‑heavy manner without clear guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only confirmed product compatibility; did not resolve or advance resolution of the reported slow internet issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., reboot, speed test, firmware check) were performed despite a clear performance complaint.
R3 Not Met Correct resolution path conf 96%
Agent failed to select an appropriate path (e.g., diagnose slowdown) and defaulted to deferring action without justification.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms beyond a vague 'slower internet' nor ask diagnostic questions to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., LED verification, admin UI, speed test) were used or recommended despite being necessary for performance issues.
T3 Met No misinformation conf 99%
Agent correctly stated that MX6200 and Velop Pro 6E are the same model and accurately described LED meanings.
Communication
C1 Not Met Clear & professional language conf 96%
Agent did not frame the interaction, guide the conversation, or manage closure—call ended abruptly after minimal exchange.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without confirming understanding and did not adapt to customer's expressed confusion and frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the performance issue, instead deferring to a future call with no proactive follow-up.
O2 Not Met Proactive follow-through conf 96%
No specific next steps or timelines were provided—only a vague suggestion to 'call back later'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and the issue did not clearly require escalation at L1 at this stage.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy for customer's frustration with slow internet or repeated issues.
X2 Not Met Tone & rapport conf 95%
Agent maintained a neutral, transactional tone and did not adjust to customer's concerned and confused emotional state.
X3 Not Met Overall experience conf 96%
Customer was left to repeat the entire issue later; no effort-saving actions (e.g., remote diagnostics, self-help steps) were offered.
Call Transcript9 turns · 10 lines
Speaker 2
welcome to Linksys Support. To ensure quality service, your call may be monitored for quality assurance to help, please have your device's serial number ready for assistance press. 1 now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. [silence]
00:00
Speaker 1
How you doing today? [silence] I'm doing good. Thanks for asking. Okay. Um can you pull my uh pull file up with my phone number? [silence]
05:00
Speaker 2
Hi, thank you for calling Linksys. This is Joy. How can I help you today?
05:00
Speaker 1
That is correct. Okay, uh you see that I, I, uh, purchased a, the new. What is it? I purchased a uh new router. Uh I, I have the um the MX 65 Mach. Okay. Um I have a total of four children. What they called children um. You got the parent node? I got the, I got four children nodes. Okay, when I, when I bought my router it came with an additional, it was two. So I made one the parent and one the child node. All right. I'm in the process of buying two more child nodes.
06:00
Speaker 2
I said zero eight eight days. Okay. So, how can I help you today, sir? Mm-hmm. Yeah. Yes. Mm-hmm. Mm-hmm.
06:00
Speaker 1
my service at the house is not working right. I don't know if it's the old the old child notes that uh that is causing the issue but my internet is running even slower. When I say slower, I could be watching a streaming channel and it stops and it's it's just you get this spinning wheel. So I don't know what's going on. I don't know uh when I get off work, I'm gonna uh uh call you guys back to see if if there's a something I need to uh we can figure it out then. But my question to you is this. Okay, I'm I'm I'm in the process of buying three more child notes, exactly what I got. The MX 6200. Okay, now I'm I'm looking at one and I'm a little confused because it's saying it's the Linus MX 6200. It says Villapro 16 and it's the Um, is that compatible with what I have?
07:00
Speaker 2
Um MX6200 and Velop Pro 6E are the same. The MX6200 is the model number and the Velop Pro 6E is the name. Yes. So yeah, that's the same. um yeah for that uh model, it has like white, blue and red light. The blue that means it's ready for setup and white means that it's um working and online. Yes, sir.
08:00
Speaker 1
child note, I can make into a child note. Okay. Alright. All right, that's what I needed to know. And then I'm I'm at work right now, so I'm going to call back a little later to find out what's going on with the system because I'm not, my internet is worse now that I've put the new system in and it shouldn't be. Okay, thank you. Bye.
09:00
Speaker 2
yep exactly that's okay yeah sure just feel free to call us back you're welcome bye you're getting the call now okay thank you
09:00