V2 Rubric Detail — 83e34626-69b1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:30
Duration
8m 6s
Contact
Hiram C Kellogg
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by deflecting to a future call after hardware purchase, rather than addressing the current configuration request with available tools or best-effort troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided factually incorrect information about warranty and product models, and avoided ownership by directing the customer to buy new hardware and call back later. No resolution path was established, and the customer was left with increased effort and no immediate support, constituting avoidance and evasion.

V1 Case Analysis

Customer (out-of-warranty MX4200) asked about adding a second router to an existing mesh system across two structures. Agent incorrectly claimed MX6200 has a 30-year warranty, provided no concrete mesh expansion steps, and recommended purchasing a new router without KB-backed guidance. Customer agreed to purchase a new router and call back for setup.

Troubleshooting Steps
  • Confirmed concept of cascading is theoretically possible if wired to active internet source.
  • Advised resetting the current router to factory defaults before re-configuration.
  • Recommended purchasing an MX6200 router with incorrect warranty claims.
Key Observations
  • Agent made a materially false claim about MX6200 warranty (30 years), directly contradicting Linksys KB (universal_paid_support_workflow.md).
  • No step-by-step guidance was provided for mesh expansion, despite customer asking for setup guidance. KB reference was not used.
  • Agent failed to offer any self-help KB article, remote support option, or escalation path after customer declined immediate support.
  • Customer's prior unresolved support experience was not acknowledged, missing an empathy opportunity.
  • Agent incorrectly framed the solution as requiring a new router purchase rather than exploring existing node repositioning or re-pairing.
Positive Highlights
  • Agent correctly identified that a second router can be added if physically wired to an active internet source, aligning with network topology best practices.
Agent Errors / Gaps
  • Provided factually incorrect warranty information: claimed MX6200 has a '30 years warranty' [05:00], which is not supported by any Linksys KB and is materially misleading.
  • Failed to provide any concrete technical steps for mesh expansion or node pairing, despite customer explicitly asking for setup guidance [04:00]. No reference to KB articles (universal_mesh_node_management.md, adjacent_device_setup_scenarios.md).
  • Did not verify or document serial number or confirm model compatibility beyond a general 'backward compatible' statement.
  • Did not offer any self-help path after customer declined immediate support (KB: universal_paid_support_workflow.md requires offering at least one self-help path).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or offer a valid resolution path; instead directed customer to purchase new hardware and call back later without executing any setup or configuration.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no reboot, firmware check, node reset, or topology assessment — despite customer reporting ongoing connectivity issues.
R3 Not Met Correct resolution path conf 96%
Agent recommended purchasing a new MX6200 without assessing whether the existing MX4200 and child nodes could be reconfigured; failed to provide best-effort out-of-warranty troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms, ask for diagnostic details (e.g., LED status, firmware version), or determine root cause; accepted vague description of 'connectivity problems'.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, speed test) were used or referenced; agent relied solely on unverified statements and product promotion.
T3 Not Met No misinformation conf 99%
Agent claimed MX6200 has a '30 years warranty' — factually incorrect (standard is limited lifetime); referred to non-existent product 'MX 600'; misrepresented compatibility as seamless without caveats.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked structure: no opening frame, frequent silences, filler responses ('Mhm'), and no clear transitions; agent failed to control the direction of the call.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing product names ('MX 6 two-hundred, MX 600'), did not confirm understanding, and failed to adapt to customer's clear frustration and technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by telling customer to 'call back later' after purchasing hardware, rather than guiding through current configuration options.
O2 Partially Met Proactive follow-through conf 90%
Agent stated customer should 'wait till you get that product and then call back', implying a next step, but provided no timeline, commitment, or interim support.
O3 Not Met Closure confirmation conf 96%
Agent ignored prior interaction with 'Rochelle' and repeated request for information, failing to reference any history or findings from previous support attempt.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the customer’s request (to reconfigure network) did not meet escalation triggers (e.g., hardware fault, repeat unresolved case).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent failed to acknowledge customer’s frustration over prior unresolved hour-long session or express empathy; remained transactional throughout.
X2 Not Met Tone & rapport conf 96%
Agent maintained a disengaged, monotone tone with long silences and minimal interaction, failing to match customer’s urgency or emotional state.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by requiring purchase of new hardware and future re-contact, rather than attempting to resolve within existing setup.
Call Transcript15 turns · 15 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 register.linksys.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 non-refundable 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.
00:00
Speaker 1
Hello, yesterday I was working with one of your representatives, her name was Rochelle, and she helped me for about an hour last night, and I just- it didn't fix anything. I still have the same problems. She recommended another- a way that I could try to get better reach and a better message, maybe change my status, considering listening to potentially to my group, maybe increase the group.
01:00
Speaker 2
You can also connect with other users for tips and guidance at r.i.i.com..r..lynxus. Did I hear this right? I'm here. How am I going to help you?
01:00
Speaker 1
possibly solve the problem. But I, I guess I, I just have a technical question before I try to do all that. So I have five nodes that are child nodes and one parent node, and it's out of warranty. It's April was the warranty period ending. I have two structures on my property. I have the router and the parent node in one structure, and then I have all the child nodes that are placed apart from each other and then they go to the other structure. So my question is can I set up another router in my house? Can I have two routers on the same system? Because it's not working.
02:00
Speaker 2
Mhm. Mhm. [silence] Mhm. Okay. Mhm.
02:00
Speaker 1
[silence]done this for six years.It was just, I have constant problems with my connectivity. I think that may be a better solution. So, if I have six nodes and they're all good.There's nothing wrong with them.Can I convert the one router system into a two router system on my property using the same nodes? Yeah.
03:00
Speaker 2
Okay. that's possible. that's what we called cascading. as long as it will be still physically wired to an active source of internet, you can set up another one. if that will be the case. Mm-hmm. Mm-hmm. you mean just say the child note?
03:00
Speaker 1
Okay. Tell, okay. So what do I need to do, ahead of time before I get on another technical call in order to do this? What product do I need to order or what do I need to have on hand to engage your company to help me? [silence]
04:00
Speaker 2
Yeah. So, you just need to reset so that it will go back to default setting. And when it is in the active source of internet, you can set it up as another router. As long as it will be properly reset and re-configured, it will work. Uh-huh. Uh-huh. I see. I can recommend the MX 6 two-hundred, MX 600. If. If
04:00
Speaker 1
Oh K. OK. How much is that? [silence] OK. And is it comparable with the nodes that I already have? The child nodes. The 7200 compatible with the, let me read to you.
05:00
Speaker 2
it's already Wi-Fi 6E router. and that has a 30 years warranty. MX6200. free technical assistance for the other 3 years. and that it's already an connect mesh system. that's a device that I can recommend. um last time I check in Amazon website it's $100 plus. like around $115. it depends. there is two packs available. for one pack uh last time I check it has it's like around $100 for one pack.
05:00
Speaker 1
I have an MX-4-2-hundred.
06:00
Speaker 2
Yeah, the MX4200. Yeah, based on your record, that's your router. MX4200. So, all our Master routers, um it it will work, by the way, since it's backward compatible. So, though this is not really the latest, but the MX6200 is still compatible with the MX4200. Yeah, that's what's on your record here. So, no worries, when it comes to connect it, I mean, compatibility, both device will work together. Uh, yeah, from our end, we don't sell routers anymore. You can purchase it instead in any local store or online.
06:00
Speaker 1
okay. all right. so then I'll just wait till I get that product and then I will call back to linksys to help me set up. So I'll have a two router system. I'll have one in one structure and I'll have another in another structure and I don't have to get two internet services. Is that what I hear you say? Okay. Yeah. Okay. wonderful. Thank you so much.
07:00
Speaker 2
Okay. And the other main thing. The number one requirement for having another router at home is just for it to be physically wired stills an active source of internet. It will work. All right. Okay. You don't have any other question? You're welcome. Thanks.
07:00