V2 Rubric Detail — 9083dcd8-8207-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:47
Duration
5m 26s
Contact
703-622-7799
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137681
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent exclusively collected customer and device information (model, serial, ISP) without providing any troubleshooting, configuration guidance, or next steps for the MX4200 mesh setup. This constitutes Avoidance/Evasion—failing to address the core support request and abandoning the customer at the first interaction. All resolution, technical accuracy, ownership, communication, and experience indicators were unmet due to the complete lack of actionable assistance.

V1 Case Analysis

Customer requested initial setup for Velop MX4200 (3-node pack). Agent gathered model/serial/contact info but did not provide configuration steps, pairing guidance, or next actions.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent collected essential contact and device information but did not initiate the standard Velop mesh setup flow (pair button/5-press method, admin page access).
  • No confirmation of parent node connection to ISP modem, LED state verification, or directing customer to setup URLs (http://myrouter.local or http://192.168.1.1).
  • Call ended abruptly without resolution, next steps, or closure summary, leaving customer without actionable support.
Positive Highlights
  • Collected essential contact information (name, phone, email) and confirmed the number of nodes (three nodes in one pack).
  • Correctly identified the product as a Velop MX4200 after initial confusion.
Agent Errors / Gaps
  • Failed to provide any setup instructions, pairing guidance, or troubleshooting steps for the Velop MX4200 mesh system.
  • Did not confirm parent node connection to ISP modem or verify LED states before proceeding.
  • Did not direct customer to the correct admin page URLs (http://myrouter.local or http://192.168.1.1) required for MX4200 setup.
  • Call ended without resolution, next-step guidance, or closure summary, abandoning the customer mid-process.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent collected model/serial numbers but provided no setup solution, confirmation of connectivity, or actionable outcome; call ended without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., checking LED states, physical setup guidance, admin UI login); only data collection occurred.
R3 Not Met Correct resolution path conf 96%
Agent failed to select an appropriate path—did not initiate setup guidance, offer self-help resources, or escalate; treated setup as a data-entry task.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked about symptoms (LED colors, connection status, error messages) despite this being a new MX4200 installation requiring symptom identification per KB.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to required tools (http://myrouter.local, 5-press pairing method, firmware check) necessary for Velop setup per velop_router_setup.md.
T3 Not Met No misinformation conf 94%
No technical information, recommendations, or setup steps were provided—customer received zero guidance from velop_router_setup.md or other KB resources.
Communication
C1 Not Met Clear & professional language conf 93%
Agent did not frame the interaction, set expectations, or maintain control; allowed conversation to drift into repeated number recitations without direction.
C2 Not Met Confirmed understanding conf 92%
Used a rigid, data-collection-only script without adapting terminology, checking understanding, or accommodating customer confusion during repeated information exchanges.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Collected information but took no ownership of resolving the setup request—no effort to avoid transfer, provide guidance, or assume responsibility for outcome.
O2 Not Met Proactive follow-through conf 91%
No next steps, timelines, or follow-up commitments communicated; call ended abruptly with zero guidance on how customer should proceed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact per transcript ('This is the first time that you're going to set up this device'); no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted within the call excerpt—agent had not performed sufficient L1 work (e.g., diagnostics, tool use) to determine need for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so effectiveness cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent expressed no empathy or acknowledgment of customer's effort/frustration; tone remained purely procedural and transactional throughout the interaction.
X2 Not Met Tone & rapport conf 92%
Failed to adapt communication style to customer's confused, repetitive delivery—no pace adjustments, simplification, or comprehension checks were performed.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat model/serial numbers and setup details multiple times despite agent recording them; no agent-side actions reduced customer effort.
Call Transcript10 turns · 10 lines
Speaker 1
[silence] [silence] Let me see if they'll enjoy. [silence] Let me go see if they'll hold. [silence] Yes. My name is Jerry Mullins and I purchased a Velop mesh system. Can you help me with hooking that up please? Yes. [silence] No, this is the first time, but um, let me tell you which one it is. It's the AX4200.
00:00
Speaker 2
[DOWNWEIGHT] 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. Thank you for calling Linksys. This is Kayla. How may I help you? Okay. If this is the first time that you're going to set up this device, sir? Okay. So, let me just create a record. Have you got Linksys before? Or this is the first time? Okay. Okay. Can you have the exact model number? [silence] Transcript number four. Huh? [silence] WPA3. [silence] Okay. Have you Google this error? [silence] Transcript number six. Linksys LAPWN. [silence] Really? Any type of box that look like this? [silence] Okay. How how did you set it up the error came up is this your printer here there your pr Show me your printer, please. [silence] What is this printer here?
00:00
Speaker 1
Sure. Sure, let me, let me go do that. And I had previously a the Lynksys Vlog system, um, was the uh, uh, five Wi-Fi 5. So this one is a six and uh, so I just, I unplugged the five. And so I took three, I had six boxes before, now I have three boxes, so I just need to get the initial box set up I think and then the then the the extended ones will work. Let me get up here and get the numbers for you please. Sure. So. Okay, model number. It's serial number. Okay, serial number is a long number. It's three, eight.
01:00
Speaker 2
You can check that model number, underneath the device. Okay. Uh-huh. Uh-huh. Uh-huh. Okay. Uh-huh. Okay. What's the model number and serial number? Yes.
01:00
Speaker 1
you 10 M five, 4 C one, 6582. Can you repeat that? That's correct. And so the model number is Mm-hmm. you ready for the model number? It's X 4200 3 RTLP Cox Communications.
02:00
Speaker 2
I'm the one to repeat the number sir. Three eight U for umbrella, one zero M for Mary. Five four and then C for Charlie, one six five eight two. Okay. And yes, please Okay, and how many nodes do you have? Three nodes. Okay. What's your internet service provider? Okay.
02:00
Speaker 1
All right. Sure. My phone number is 703-622-7799. Jerry. J. J-E-R-Y. That's it? Yes. Uh-huh. Mullins. It's M-U-L-L-I-N-S, Mullins, USA, at yahoo. It's Mullins, my name, USA, at yahoo. Yes. Yes. And I've had that for about 20 years before Donald Trump ever came.
03:00
Speaker 2
all right, and can I have your phone number is if we get disconnected I can call you back and how about your first name again that's g e r R Y R R that's J J for John okay, how about your last name? okay, email address okay, that's M U L L I N S USA yahoo.com right okay, thank you for this info okay.
03:00
Speaker 1
Yes. Say that. Say that again. Yes, it's a copy. Yes, three nodes and one pack. That's correct. I will. Let me stand up here and do that. Let me do that. So we'll take this out and we'll connect it directly. Um, all set, and we'll test. Will?
04:00
Speaker 2
All right. So again, so this is for the initial setup of your MX 4,200 and you've got a total of three nodes, like the three pack. Correct. Three nodes in one pack. Okay. Internet service provider is Cox, right? Um there are three nodes in one pack. Cor correct. Okay. All right. So, um, did you already connect it one of the nodes directly to Cox's modem? Uh-huh. Uh-huh. Uh-huh. Uh-huh.
04:00