V2 Rubric Detail — 822a483c-73db-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 16:56
Duration
9m 26s
Contact
718-708-6799
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
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall30.4% (-45.6)

V2 Grader Summary

The agent offered a generic MX2000 recommendation without gathering needed details, providing troubleshooting, or setting next steps. No ownership, empathy, or escalation was demonstrated, resulting in an unresolved outcome.

V1 Case Analysis

Customer inquired about upgrading from an older Y5 mesh system; agent recommended the MX2000 as a suitable replacement.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer provided unclear details about their current hardware, but the inquiry was focused on product recommendation rather than troubleshooting.
  • Agent provided a relevant, KB-aligned product recommendation (MX2000) without unnecessary loops.
  • Agent correctly noted that setup can be done without a Linksys account, aligning with KB guidance on local access (http://192.168.1.1 or http://myrouter.local).
  • No warranty, model, or serial number verification was performed, but this was not critical given the nature of the inquiry.
Positive Highlights
  • Provided a clear, accurate product recommendation (MX2000) promptly and concisely.
  • Confirmed setup ease and alternative setup method (without account), aligning with KB guidance.
  • Maintained a professional and polite tone throughout the call.
  • Correctly described the MX2000 as a mesh-compatible router, consistent with universal_mesh_node_management.md.
Agent Errors / Gaps
  • Did not collect the customer's current router model or serial number for more tailored advice.
  • Did not clarify the customer's specific requirements (coverage, speed, budget) before recommending a product.
  • Did not provide direct purchase links or more concrete next-step guidance beyond retailer names.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 93%
Agent only suggested MX2000 as a possible upgrade and never confirmed a purchase decision or resolved a specific problem.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic questions were asked about the current network, performance issues, or requirements before recommending a new router.
R3 Partially Met Correct resolution path conf 88%
Agent offered a product recommendation (MX2000) but did not verify warranty status, compatibility, or the customer’s exact needs.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent asked for the old model number but did not follow a logical diagnostic process to identify a root cause or need.
T2 Met Appropriate tools / resources used conf 90%
Agent used product knowledge (suggested MX2000) appropriately; no additional tools were required for this sales‑type inquiry.
T3 Met No misinformation conf 95%
All technical statements (e.g., MX2000 is a mesh router) were factually correct and matched the knowledge base.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call loosely and gave a recommendation, but did not set clear expectations or guide the conversation to a conclusion.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple language and repeated “I understand,” but did not fully adapt to the customer’s confusion about model numbers.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the request; no follow‑up or commitment was made beyond a brief suggestion.
O2 Not Met Proactive follow-through conf 92%
No next steps, timelines, or follow‑up actions were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a simple product‑recommendation request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent said “I understand” and thanked the customer, showing minimal empathy but no deeper acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 84%
Agent responded in a neutral tone; did not noticeably adjust pace or style to match the customer’s uncertain speech.
X3 Not Met Overall experience conf 90%
Customer had to repeat unclear model information and the agent did not streamline the interaction or reduce effort.
Call Transcript13 turns · 16 lines
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 registerlinksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksys.com. [silence] You can also connect with other users for tips and guidance at reddit.com/r/
00:00
Speaker 1
I have uh, a cool uh, cool give you videos uh, is uh, cool give you uh, if you interesting uh, I have serial number, um which I have, I have, um, model number, So, maybe something is better uh which I have but why you, [silence] All right, uh, yes, I'm great, yes because I have all, I have mesh Y5, Y5, the old one, now is like maybe 60 or Y5 7 nowadays, [silence] Um, uh, mother, mother mother number is W like whiskey, H,
02:00
Speaker 2
looking to upgrade your router, right? What's the old router model number?
02:00
Speaker 1
[KEEP_UNCERTAIN] la henry double two zero three three. models. This tube. So that's why I want to upgrade to newer because I'm used to using from my provider route and they're not so great. So I'm thinking to get a newer better quality router.
03:00
Speaker 2
in how many how many W H W 0 3 you have in total? all right, got it. [silence] all right, looking for more router now. [silence] okay. so model number, I'm going to suggest is MX 2000. it's a good one. it's a lot of basics, rather. right. this is yeah, there there's actually um so this is a mesh router MX2000 and it it can have a extender tower which which can be the same model number so if you look it up in Amazon there there is one there and actually three pack. No more. Yeah. But you can try in your local store. Maybe Best Buy or... Oh, yeah, I understand.
03:00
Speaker 1
that comes defected items or refurbished in that cell like brand new yes there is a lot of going from Amazon a lot of scams going equipment or either items that's right the best way true best buy more secure all right if something will go wrong they the Geek Squad support or something could guide you how to do it okay sorry yes I don't stand you going support but you know mona well
06:00
Speaker 2
Right. I understand that. More secure if you... Yeah, correct. I mean yeah, it's best to have it. Local. Oh, you can call the same phone number. We are the support of this problem.
06:00
Speaker 1
[KEEP_UNCERTAIN] Well, like in, buy best buy and the Amazon technicians. Yes. So, uh, who comes got both to more secure to buy from PC Richard's or Amazon right? Either or. More secured. Okay. So I have best buy next to my house. I would go um to buy it from best buy. If something but it's better. Okay. Thank you. That's all. That's all. That's all my question. Is there is um more so is the like comes like a small plate and two routers. Like this. I'm searching. Okay. I forgot the mother of it. I saw in uh in the best buy. I forgot the name. [silence]
07:00
Speaker 2
Oh, I see, I see what you mean. right right. Oh, where can I come? You have questions to this or no? No more questions.
07:00
Speaker 1
Now, let me check it. Which I'm talking about, mesh Wi-Fi routers from Amazon. It's called [ Links zach links ] links Muxx multi jack gig mac Muxx Wi-Fi system. is good one? Yes. I like that what I the multi gig micro gas. Muxx It it_it it is easy to set up, right? So, uh just I have to link to Latin to my links to account and think it. That's it. right? I see. It's fine because I have um already a account because I'm couched up lucker into my account through the uh out to the up. That's it. It's easier.
08:00
Speaker 2
yeah it's also a good one yes it's easy to set up yeah you can even set it up without your Lynkes account so it should be fine [silence]
08:00
Speaker 1
okay just you have to scan you you a qr code that's it if our instructions dust it not to come out all right Okay. Okay, thank you. Okay, thank you. Bye bye.
09:00
Speaker 2
all right sure I think you'll thank you
09:00