V2 Rubric Detail — 7bb869ba-73e6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:15
Duration
11m 38s
Contact
Dennis
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00135200
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.50/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall76.8% (+18.8)

V2 Grader Summary

The agent correctly identified the customer's need for a new router, recommended the Velop Pro 6E, and supplied warranty details, but could not give a stock or restock timeline, leaving the request only partially fulfilled. Call control and communication were adequate but marred by silences, and no escalation was required.

V1 Case Analysis

Customer (MR7331, out of warranty) called about voicemail issues but pivoted to requesting a new router recommendation. Agent recommended Velop Pro 6E (MX6200) with a 3-year warranty. No troubleshooting performed for the voicemail issue. Customer decided to order the unit independently.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not address the original voicemail issue reported by the customer.
  • Agent provided no actionable stock or availability information despite customer inquiries.
  • Agent correctly identified the Velop Pro 6E (MX6200) as compatible with the customer's existing MX5500 extenders.
  • Agent accurately stated the 3-year warranty for MX series routers.
  • Communication was unclear at times, with long silences and vague responses.
Positive Highlights
  • Correctly identified the Velop Pro 6E (MX6200) as a suitable replacement for the customer's current setup and compatible with MX5500 extenders.
  • Accurately stated the 3-year warranty for MX series routers, consistent with Linksys policy.
  • Maintained a professional tone throughout the call.
Agent Errors / Gaps
  • Failed to address or acknowledge the customer's initial voicemail issue, which was the stated reason for the call.
  • Did not collect or verify the serial number despite the customer offering it and stating the device was out of warranty.
  • Provided no useful stock or availability information, repeatedly stating 'no information' without directing the customer to official channels (e.g., Linksys website or authorized retailers).
  • Did not clarify whether the Wi-Fi 7 (Pro 7) device was discontinued due to issues or simply out of stock, potentially misleading the customer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent recommended Velop Pro 6E (MX6200) and confirmed compatibility with existing MX5500 extenders, but could not confirm stock availability or restock timeline for Wi-Fi 7 (MBE7000), leaving the customer unable to complete their purchase decision.
R2 Not Applicable Diagnostic thoroughness conf 98%
No technical problem was presented; the call was purely a product recommendation and stock inquiry.
R3 Met Correct resolution path conf 96%
Agent correctly identified the customer's need for a new router, suggested the appropriate model (Velop Pro 6E/MX6200), and supplied warranty length (3 years for MX series).
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic questioning was required because the issue was not a technical fault.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools or remote sessions were needed for a product-recommendation inquiry.
T3 Met No misinformation conf 96%
Agent correctly stated the Velop Pro 6E model and the three‑year MX series warranty; no factual errors were given.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving but had several long silences and mumbling, which reduced smooth call control.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not consistently check understanding; frequent silences made communication less clear.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction, did not transfer, and answered all questions presented.
O2 Partially Met Proactive follow-through conf 89%
Agent gave warranty length and a product recommendation, but could not provide a realistic timeline for restock, leaving the customer without a concrete next‑step for availability.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted for a product‑information request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite and professional throughout, thanking the customer and using courteous language.
X2 Partially Met Tone & rapport conf 88%
Agent’s tone was neutral but did not fully adapt to the customer’s pacing; multiple silences suggested a mismatch.
X3 Met Overall experience conf 95%
Agent provided the requested information directly, avoiding the need for the customer to repeat or perform extra steps.
Call Transcript22 turns · 23 lines
Speaker 1
My name is Dennis Darling. I'm calling because I have a Linksys MR 7331. It does have its own voicemail, but when you call the phone, I get a message saying, this number is not taking any messages, this number is not in service. But if you hang up and you call back, you can get a message okay, but one time you hang up, I get the message saying, this number is not taking any messages, this number is not in service. Okay?
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.links.org, linksys.org/.COM. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your, please have your device 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. Hi, thanks for calling Linksys technical support. This is Ryo. How can I assist you today?
00:00
Speaker 1
350. And, of course, I have the serial number here, but I'm sure it's out of warranty. It's the machine is fine. I'm not looking to solve a problem with it. I have been advised that it might be time to upgrade that. So, I also have I also have three MX 5500 extenders. So, I'm looking for staying with Linksys because I want I've been told that the MX 5500 is more recent than the 7350. So, I'm looking for a new Linksys router and I've seen so I want something that is going to serve me for a good while and
01:00
Speaker 2
Mhm, mhm, mhm. Ah-uh, mhm, mhm.
01:00
Speaker 1
And um, so, that's what i'm looking for, i've, seen online with Amazon, the uh, WRT Pro 7, it looks like it may be more than i need, but um, i have my computer opened to Amazon and so i can just shoot right there. So, i'm calling the expert so that i can get something that will work with my 5500 uh, three extenders, but give me more, whatever i need to have a great service. That was long, sorry. Can i say that again now? 6200. 6200.
02:00
Speaker 2
[mumble] uh mm You can try to checkyou can try to check sir uh MX- 6200. That's MX-6200
02:00
Speaker 1
And did you say a different one? No. Okay. Now MX-6-200. uh-huh. Now that says that uh see is that correct. Yeah I for 6 ether. Yeah Pro 6 E. Yes and I'm seeing it I'm seeing it in front of me uh is there some advantage to buying some this is I think it's a a 6 band and I know that there's a 7 band out. Is it wise to go with a six when the seven is already.
03:00
Speaker 2
Yes, sir. It's a Velop Pro 6E. Velop Pro 6E. Yes, that's the correct one.
03:00
Speaker 1
[silence] that again, I just didn't quite catch that. [silence] I might get [silence] I might yeah. [silence]
04:00
Speaker 2
If you're referring to Wi-Fi for the router that you have, sir. We do have [inaudible] .000, however, there might not be [inaudible] more stock for that. If you're referring to the most if you're referring to the Wi-Fi 7 link routers or nodes that we have, unfortunately, we don't have any more stock of that. Those are the fastest nodes, sir. For link sister, we don't have any more stock for the Olathe unit. Unfortunately, there isn't any more stock also for them.
04:00
Speaker 1
Okay, I saw on When and before I called you, I saw something called a Pro 7. Lindsay's? You don't have a what for that? Oh, so even if I try to order it from Amazon, and when will that be back in stock?
05:00
Speaker 2
Wi-Fi 70 routers or nodes. Yes, sir. That's the MBE, sir. But we don't have a stock for that anymore. We don't have a stock, sir. Unfortunately, sir, we don't have any information when will be the restock for that device because it's already been sold out.
05:00
Speaker 1
Okay. Is the Pro-7, it is a faster unit than the Pro 6, correct? Okay. I'm just going to say that the difference between $230 and $150 is not important to me. But what is important, is it something that will last a long time and that will give good service? I have a fast Wi-Fi and the current model, the 7350 is not quite serving. And so, I would prefer to have whatever is the best on the market, so that I don't have to treat with this next year.
06:00
Speaker 2
Yes, sir. [silence] Uh-huh. Uh-huh. Mm-mm. [silence] Uh, that's the only device that I can uh recommend, sir. That's the VELOP Pro 6E. That's the second to the new [silence] vid. That's the VELOP Pro 6E. That's the second to the new.
06:00
Speaker 1
Okay. And you don't know when this is going to be coming back into stock. Okay. Let me ask a general question. Would you be able to guess that it's going to be coming to you or being available to me in 30 days or is it going to be six months? Or is it a a guessable time frame? You don't have what? [silence]
07:00
Speaker 2
yes sir We don't actually have any information yet when will be the device will have a stock. [silence] Uh no sir I cannot guarantee you that because I cannot give you an exact uh month or date because in our system also we don't have available for that product anymore.
07:00
Speaker 1
So even though Amazon says I can buy it, I can't. It won't come. Yeah. Was there a problem with the Pro 7? I noticed under the reviews that it only gets 3.1 out of five possible points.
08:00
Speaker 2
[silence] if you can see an and available uh stocks in Amazon sir if there's still you can try to purchase that device. However if uh in our system we don't have any more we don't manufacture that device anymore. The Wi-Fi 7 device. [silence] Uh there's actually no problem with the device sir. However we don't manufacture that device that's why there's no more stocks. Yes. [silence] Yes, [silence] sir. [silence] The P6E. [silence] That's the P6E we're talking about. [silence] That's MX-6200. [silence] P6E still [silence] has a [silence] stuck. [silence]
08:00
Speaker 1
Pro. Okay develop Pro. Okay and will this Pro 6E work with my 5,500s extender? Okay alright so I guess I'll order this 6E and try it out. Can you tell me what is the length of the warranty on this product?
10:00
Speaker 2
Yeah, sir. Velo VELOP, yes, sir. VELOP Pro 6e. Yeah, sir. Yeah, sir, because it's the higher version of the nodes that you have. Yes, sir. For MX series sir, we have three year warranty. So, that's.
10:00
Speaker 1
Interesting. Yes. Oh, interesting. I've never done that but okay. All right. I thank you for your help today and wish you well. Thank you so much. Bye Bye.
11:00
Speaker 2
Thank you so much also for your time calling Linksys sir again if you need further assistance do not hesitate to call us back here have a nice day sir all right bye bye.
11:00