V2 Rubric Detail — 7a760156-8184-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 02:09
Duration
15m 13s
Contact
914-548-3578
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137580
Support Country
United States
Product Family
OTHERS
CSAT
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Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall93.2% (+1.2)

V2 Grader Summary

The agent correctly diagnosed the hardware incompatibility between the MBE7000 (standalone router) and the MX5300 mesh system, provided accurate resolution advice, and maintained ownership by creating a support case. Communication was clear and empathetic, with only minor gaps in initial expectation setting and follow-up timeline detail. No critical failures or auto-zero triggers were present.

V1 Case Analysis

Customer attempted to add a WRT Pro 7 (MBE70) as a node to an existing MX5300 mesh. Agent confirmed incompatibility, advised return and purchase of a compatible node (MX5300 or MX6200), collected customer details, and created a case.

Troubleshooting Steps
  • Confirmed existing mesh model (MX5300)
  • Identified new device model (MBE70 / WRT Pro 7)
  • Verified compatibility of WRT Pro 7 with Velop mesh using internal knowledge
Key Observations
  • Agent accurately diagnosed the incompatibility between the WRT Pro 7 (MBE70) and the MX5300 Velop mesh.
  • Agent provided clear, actionable next steps: return the incompatible device and purchase a compatible model.
  • Customer information was collected thoroughly, and a support case was created for continuity.
  • Call was concise with no unnecessary troubleshooting steps.
Positive Highlights
  • Accurate technical identification of product incompatibility based on model knowledge.
  • Clear explanation of why the WRT Pro 7 cannot function as a mesh node.
  • Proactive recommendation of compatible replacement models (MX5300, MX6200).
  • Efficient call flow with no redundant troubleshooting.
  • Professional and empathetic tone, especially when delivering disappointing news.
  • Proper case creation and documentation of all customer details.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly identified that the WRT Pro 7 (MBE7000) is a standalone router and cannot be added as a child node to the existing MX5300, advising the customer to return the device and purchase a compatible model (MX5300 or MX6200).
R2 Met Diagnostic thoroughness conf 97%
Agent collected model numbers (MX5300 and MBE7000), verified compatibility via internal serial number lookup, and confirmed the root cause before advising the customer.
R3 Met Correct resolution path conf 96%
Agent assessed product compatibility correctly, recommended the appropriate path (returning the device and purchasing a compatible node), and created a support case for continuity without dismissing the out-of-warranty device.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified the symptom (inability to add node), asked for specific models and serial numbers, and logically deduced incompatibility based on product type (standalone vs. mesh).
T2 Met Appropriate tools / resources used conf 95%
Agent used internal serial number lookup to verify device type — an appropriate and necessary tool for compatibility determination.
T3 Met No misinformation conf 99%
Agent accurately stated that the MBE7000 (WRT Pro 7) is a standalone router and cannot join an MX5300 mesh system, consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent managed the hold professionally and kept the call on track, but did not set initial expectations (e.g., duration, process) at the start of the call.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, confirmed understanding, and adapted tone to the customer's pace throughout the interaction.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by creating a support case, collecting contact information, and offering future support without transferring the call.
O2 Partially Met Proactive follow-through conf 90%
Agent advised the customer to call back after purchasing a compatible model but did not specify a timeframe or follow-up action from support.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction on record; no prior case history to reference or handoff context required.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was warranted — the issue was resolved at L1 with accurate product guidance and compatibility assessment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required for this interaction.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy, stating, 'I am really sorry to inform you,' and acknowledged the customer's frustration over the incompatibility.
X2 Met Tone & rapport conf 93%
Agent maintained a calm, responsive tone, matched the customer's communication style, and checked comprehension after putting the call on hold.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, minimized steps by providing direct resolution advice, and did not require the customer to repeat information.
Call Transcript50 turns · 74 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. Thank you for calling Linksys. This is Ruby. How can I assist you?
00:01
Speaker 1
Creo que ya te hiciste lo mismo. ¿Qué cosa? ¿El HTTP? Sí, ahora estoy llamando al... ¿Qué pasa cuando visitas HTTPS 2.0 para llegar a 192.168.1.1? ¿Ah? Sí. Pregúntale qué pasa cuando vas a ir. Este, me dice que no me da acceso. Esa es la conexión, no es privada. No es una conexión. ¿Qué? ¿Lo estás haciendo desde Google? Desde Safari. ¿En el laptop? ¿Ah? ¿En el laptop desde Safari? Ah, no, en el laptop sí que puedo estar. En el teléfono. Hola, ¿cómo estás?
02:10
Speaker 2
I'm good, sir. How can I assist you?
03:54
Speaker 1
Bien, gracias. Thank you. I'm calling because I have a VELOP network based on, I have three nodes, MX5300, and I decided to buy a new node to expand it, and I bought a VELOP WRT Pro 7. and I have been able to connect it to the modem and it's connected to the internet but I don't know how to proceed I was trying to connect it to the app on the phone and it doesn't see it
03:56
Speaker 2
So you have an existing MX5500, or sorry, what's the model of that existing router?
04:41
Speaker 1
MX5300
04:51
Speaker 2
MX5300. And the model number that you're trying to add is?
04:54
Speaker 1
it's the WRT PRO7
05:00
Speaker 2
can you can you provide to me the serial number let me repeat let me repeat 63U for uniform
05:14
Speaker 1
WRT PRO ese es el número aquí es 6 3 u 1 0 m 2 5 e 0 1 6 2 5 sí en amazon sí gracias sí
05:17
Speaker 2
10M for mic 25E for echo 01625 hey thank you sir and where did you purchase this router so this is really a newly purchased router okay let me just check the serial numbers stay on the line okay yes sir thank you you're welcome so this is okay can you check at the bottom sir at the bottom of the node uh is this ln600 can you double check the model number mbe
05:59
Speaker 1
Yes. The model number is MBE70. Yeah. M as in mother, B as in body, E as in Ecuador, 70. That's the model number.
07:15
Speaker 2
mbe70 okay uh this is the black device right the black tower uh by the way sir okay let me
07:49
Speaker 1
Yes. Correct.
07:51
Speaker 2
just check on this one can i have your phone number so just in case we got cut off i can call Call you.
08:10
Speaker 1
Yeah. It's in the U.S. 914-548-3578. en el correcto.
08:15
Speaker 2
Yeah, 914-5483-578. Okay, sir, let's just put this call on hold to check on this node. Kindly stay on the line.
08:26
Speaker 1
Ok.
08:38
Speaker 2
Thank you, sir.
08:40
Speaker 1
Sí, pero no lo normal. Gracias. No. Ya verás.
08:47
Speaker 2
Hi, sir. Thank you for patiently waiting.
09:54
Speaker 1
Sí, bueno, ya
09:57
Speaker 2
So you have existing MX530. You have three, and it's all working.
09:59
Speaker 1
he conectado a ellos para tratar de conectar este, pero están todos trabajando.
10:09
Speaker 2
And then, but that's good. and you will be adding this wrt pro 7 okay which is the mbe01 yes so for this one sir um i am really sorry to inform you that this router is a standalone router so it will it cannot be added as a child node to your existing mx53 sir yes and this is purchased from amazon
10:13
Speaker 1
Oh, ok. Ok, y no puedo conectar los otros nodos a este. Ok, no, así que, yo investigué y
10:39
Speaker 2
so either you will be using this one as the main router just this one only okay but if you add it as a child node it will really not work sir mm-hmm exactly yes sir really sorry about this oh oh you still have the receipt from Amazon
10:44
Speaker 1
usé GPT y pensé que eran compatibles, así que, bien, eso está bien, lo volveré a hacer, y probablemente, la mejor manera sería
11:11
Speaker 2
okay yes sir oh exactly or you can have the MX 6200 or for compatibility
11:25
Speaker 1
bit what the one if i want to add on a note is to get another 5300 or what compatible ok mx-6200 o de 5300 ya no hay hardcore before because when i got
11:32
Speaker 2
concern you can get the same exact model sir mm-hmm the 5300 the same model that you have a sir is this your first time calling Linksys hmm can I have your
11:45
Speaker 1
porque he estado usando el producto por algunos años
12:05
Speaker 2
phone number so i can pull up your record sir okay so 914-548-3578 there's no more record here
12:11
Speaker 1
914 548 3578 oh
12:14
Speaker 2
maybe it's been a while since your last uh interaction with us is it okay to create your
12:27
Speaker 1
si
12:33
Speaker 2
case on the system i will ask for your information nine one four seven six two eight eight four six
12:33
Speaker 1
puedes probar este otro teléfono 914 762 8846 oh, ok
12:36
Speaker 2
Let me try. Also, there's no more record on this phone. Is it okay to create your case?
12:53
Speaker 1
si, por supuesto
13:01
Speaker 2
Oh, thank you. Thank you for that, sir. What's your first name?
13:05
Speaker 1
Gustavo Es de la piedra.
13:09
Speaker 2
So, G, like golf, uniform, sugar, tango, alpha, Victor, Oscar, your last name? Oh, thank you, sir. so gustavo d i mean gustavo and then d space la space piedra okay how about your email address
13:14
Speaker 1
My last name but without a space is De La Piedra D-S-E-D-E-L-A P-S-E-P-E-R-I-E D-S-E-D-E-R-A At Hotmail.com
14:01
Speaker 2
thank you so much for that and who is your internet service provider
14:14
Speaker 1
Spectrum Ok
14:20
Speaker 2
back through okay so for this one sir um give us a call once you have a new Linksys the same model that you have for really like compatibility concern and so that i can we can provide assistance to you i actually just creating a case for you here so the moment you give us a call back so you already have a record on the system so yes sir while you have time to send back the device to amazon and have it replaced for a different model yes sir you can
14:21
Speaker 1
Ok, thank you so much You too, bye bye now
14:57
Speaker 2
You're welcome. You have a nice day. Bye, sir.
15:02
Speaker 1
Gracias
15:09