V2 Rubric Detail — 7a10d728-6b2b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 15:36
Duration
8m 7s
Contact
Ray Laue
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall72.6% (+52.6)

V2 Grader Summary

The agent demonstrated ownership and communication strengths, offering best-effort guidance and a clear next step via email. However, the resolution was incomplete as it did not address the fundamental incompatibility of using WHW03 and MX2000 in the same mesh (per KB velop_mesh_compatibility.md), nor did it correct the misconception that mesh nodes can function as standalone wireless repeaters without a parent. Technical accuracy was partially compromised by outdated upgrade advice.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent promised to send configuration instructions via email, but did not resolve the core issue: the customer’s current extenders cannot function as standalone wireless repeaters without a parent node. The guidance offered does not fix the immediate setup failure.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model numbers but did not troubleshoot the actual setup issue (e.g., no questions about placement, signal strength, or current network topology). Relied on general product knowledge rather than diagnosing the root cause.
R3 Met Correct resolution path conf 95%
Agent correctly identified devices as out-of-warranty, offered best-effort support via email, and provided relevant upgrade recommendations (MX2000/MX6200), aligning with support policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the model numbers and general incompatibility but did not ask diagnostic questions about current symptoms, connection attempts, or network environment before concluding the devices can't work as intended.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote access, logs) were needed or available for this compatibility inquiry. Agent used appropriate KB-based knowledge to assess product capabilities.
T3 Partially Met No misinformation conf 90%
Agent correctly stated WHW03 is end-of-life and MX2000 supports Wi-Fi 6, but inaccurately claimed MX2000 is 'still new' and implied MX6200 is a direct upgrade path without clarifying generation incompatibility (WHW03 vs. MX6200).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but used excessive filler words ('uh', 'so'), long pauses, and disorganized phrasing (e.g., 'mx62 then 300'), reducing clarity and efficiency.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed email phonetically, and avoided technical jargon, adapting well to customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions, fulfilling responsibility without deflection.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step (email within 5–10 minutes) and confirmed delivery method and timeline.
O3 Partially Met Closure confirmation conf 85%
Agent referenced a prior case but did not leverage specific history (e.g., past troubleshooting steps), treating this as a new inquiry despite repeat contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was a compatibility question handled within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous, used empathetic phrases ('don’t worry', 'rest assured'), and acknowledged customer effort.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, confirmed understanding, and maintained engagement through clear confirmations and reassurance.
X3 Met Overall experience conf 95%
Agent minimized repetition, confirmed email efficiently, and provided solution asynchronously via email, reducing customer effort.
Call Transcript16 turns · 17 lines
Speaker 1
Hey there good. Good afternoon Josh. My name is Re Railey and we have a few Linksys um extenders and I wanted to I wanted to know I have just two questions. I wanted to know if there's something
00:00
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 one now. For out of warranty product, 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. I thank you for calling Linksys. My name is Josh. How may I assist you today? Hmm.
00:00
Speaker 1
Better than the models that we have that they're pretty old that you guys would recommend um and then second question is can they connect to wireless home internet yeah um mx 2200 [silence]
01:00
Speaker 2
[mumble], uh, AHEAD, so, uh, just to confirm, sir, may I at least have the model number of this, uh, range extender of, uh, yours? Alright, thank you so much for that. But, so, regarding with this, uh, sorry, regarding with this one, sir, I'm gonna set your expectation that these are Not traditional range extenders, okay? And these are mesh devices, so that means that they can also be configured as a router. So, if your main goal, sir, is, like, the, your, uh, second question, if these are link, uh, devices or, uh, link, uh, mesh routers are able to connect to other brands, I really do apologize, sir, that they cannot be [silence] There, uh, [stutter] there might, um, uh, restrictions on the connectivity of mesh networks.
01:00
Speaker 1
Okay, so what does that mean? I have five, I've got I've got that Mimix 2000 and I also have a WHW03. Okay.
02:00
Speaker 2
Connected or used as a wireless repeater or wireless range extender without a parent node or link this to main note. So if you want to upgrade sir for a new Wi-Fi 6 or Wi-Fi 7, you really need to still configure one of them as a parent node. So, I assume your current setup is one of the five nodes, sorry, one of the nodes is wired directly to your modem or internet source. So, that node or that device is called a parent or main router. So the parent node should always be wired to the internet source. And for the child nodes, they wirelessly connect to the parent or main router broadband link to create linkst this. So, whether it's wired or wireless, this is to the parent or main router. That's where the internet source is.
02:00
Speaker 1
OK. OK, if these are sales or areas, I did not have it connected to the it's mobile. I just tell you it's a mobile wireless home internet. So, I did not have one of them connected to the mobile box. So that's probably an issue.
03:00
Speaker 2
notes, they can either be wired or wirelessly configured. So even though if you will upgrade to a newer, system sir, that's still that's the setup for mesh devices. So again, for example, if you will purchase a three-pack, so one of them will be configured as a parent and the two will act as a booster or a child node. Mm-hmm. Uh-huh, yeah, so. Yes, sir. So that's the reason why, why your links with, devices aren't able to get online because, and it's not your fault, sir, because, maybe you just think that uh, they will, they can be configured or they could be configured [silence]
03:00
Speaker 1
Yeah, that would be great. I would appreciate that. And so just to confirm, these devices are not outdated technology. They're, they should still work, or is there newer ones that's gonna, are gonna work better for my method, my, my, what I'm trying to accomplish.
04:00
Speaker 2
as a traditional wireless repeater. And don't worry, some of our customer like misled for that one. And yeah, if you want to still use them. And actually, sir, you already have a previous case here and and I believe you already know that the hardware warranty status of your devices has already expired. And don't worry regarding with that one. If you don't want to avail the paid service, I can actually send you a step-by-step instructions via email on how to properly configure these devices of yours. Yeah, regarding with the WHW03 or the WHW 01.
04:00
Speaker 1
[a 1.5-minute discussion] Okay, so the MX 2000s are the ones that are compatible or good now? For the W03.
05:00
Speaker 2
fine. Nods that you have. Uh rest, I'm gonna set your expectation that those devices are already one of our obsolete. However, for the MX 2000, rest assured that these devices are still new since they are still using the Wi-Fi six technology. So, however, they're already newer ones, which is the Wi-Fi 6E or the Wi-Fi 7. However, uh for me personally, uh as long as these devices are still like uh usable, like they can still connect to the internet, rest assured that you can still use them moving forward. Yeah, yes sir. The MX 2000. And actually, both these devices are still good to use, sir. It is just that this W-03 is already one of our end of life devices.
05:00
Speaker 1
Okay, got it. Okay, MX 2000. Okay, well thank you very much. And just curious, um again, what is the latest uh newest ones that you guys have? So just in case these don't work, I can go get them. Okay. The six, 2000. Got it. Okay. All right.
06:00
Speaker 2
so, uh for. Yeah. So again, for, for this setup, one of the, uh mx2000 uh should be set up as the parent node and then other than that, uh all the uh four nodes will be configured as child node and again rest assured that I will be sending you, uh straight forward and simple instructions on how to properly configure them. uh, yeah, no worries. Yeah, we actually have the mx2000. So, uh, mx623. sorry, mx6200. So mx62 then 300. Okay. Uh, yeah. Uh. [silence]
06:00
Speaker 1
Got it. I appreciate your help and I will look for that email. Can you confirm the email address you have? R a y? Yes. Correct. Yes, sir. Yep. Okay. Thank you so much. I appreciate that. [silence]
07:00
Speaker 2
On, right. Yeah, yes. sir. Your email address is your first and last name, so your name, spelled as R-A-Y-L-A-U-E-7-3 at Gmail Dot com is that correct? Yeah. So let me Let me verify again your email using phonetic. So R for Romeo, a for alpha, Y for Yankee. Your last name? L for Lima, a again for alpha, U for umbrella, E for echo seven words at gmail.com. Is that correct? Thank you so. much. Thank you so much for confirming. And again, rest assured that you will receive the instructions within five to ten minutes. You're most welcome. And thank you so much for your time. [silence] Well, thank you again for calling, Sistine.
07:00