V2 Rubric Detail — 923ced5a-7977-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:16
Duration
17m 49s
Contact
347-726-1128
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-41.6)

V2 Grader Summary

The agent failed to resolve the customer's mesh-node setup issue due to critical technical inaccuracies — specifically misrepresenting the MBE7000 as standalone-only despite KB confirmation of mesh capability. No troubleshooting, tool use, or ownership was demonstrated, and communication lacked empathy and clarity, resulting in an unresolved outcome.

V1 Case Analysis

Customer attempted to set up 10 WRT Pro 7 routers in a mesh configuration via the Linksys app, which failed. Agent confirmed WRT Pro 7 is standalone-only and cannot be child nodes. Suggested MX6200 as alternative but provided no actionable next steps or warranty discussion.

Troubleshooting Steps
  • Collected model number (WRT Pro 7) and serial number
  • Explained that WRT Pro 7 is a standalone router and cannot act as a child node (KB-aligned)
  • Suggested alternative mesh routers (MX6200)
Key Observations
  • Agent correctly identified the WRT Pro 7 as a standalone router incapable of mesh child node functionality, aligning with KB guidance in universal_mesh_node_management.md.
  • Agent provided factually incorrect pricing information ($6.89) with no product context, which is not a known price for any Linksys product.
  • Agent incorrectly stated MBE7000 availability and stock status, despite KB confirming it as a supported mesh model (universal_5press_models.md).
  • Long silences and poor call control reduced efficiency and customer experience.
  • Call ended without confirming customer understanding, summarizing next steps, or offering further assistance, leading to an abandoned closure.
Positive Highlights
  • Correctly identified that the WRT Pro 7 is a standalone router and cannot be used as a child node in a mesh, per KB guidance in universal_mesh_node_management.md.
  • Collected the customer's model number and serial number, fulfilling basic protocol requirements.
  • Correctly suggested the MX6200 as a mesh-capable alternative, which is a valid recommendation per KB.
Agent Errors / Gaps
  • Provided inaccurate pricing information ($6.89) with no product context.
  • Incorrectly stated MBE7000 availability and stock status, creating confusion about product support.
  • Failed to offer a clear next step, escalation path, or warranty discussion despite customer needing a new mesh solution.
  • Poor communication: excessive silences, lack of empathy, no clear recap, and abrupt call termination.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the mesh-node setup issue; instead advised returning the router and purchasing a different model without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting performed — agent did not verify model, check app, walk through pairing steps, or access web UI despite clear setup failure.
R3 Not Met Correct resolution path conf 95%
Agent misidentified MBE7000 as standalone-only and recommended return/purchase instead of proper troubleshooting path for a mesh-capable node.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify symptom (app not detecting nodes), asked no diagnostic questions about firmware, setup state, or pairing method; jumped to conclusions.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools (web UI, firmware check, KB consultation) despite these being necessary to confirm MBE7000 mesh capability and pairing procedure.
T3 Not Met No misinformation conf 96%
Agent claimed MBE7000 is a 'stand-alone router' and cannot be a child node — contradicted by KB which confirms MBE7000 supports Pair Button and 5-Press pairing as child node.
Communication
C1 Not Met Clear & professional language conf 89%
Agent offered little framing, allowed long silences, and failed to steer conversation toward resolution; lost control during customer confusion.
C2 Not Met Confirmed understanding conf 87%
Communication was generic with multiple misunderstandings; no effort to simplify language or confirm understanding despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent avoided ownership by suggesting return/purchase instead of attempting to resolve the setup issue; transferred responsibility to customer.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline provided — only vague suggestion to return device and check availability of another model.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was L1-level mesh setup requiring troubleshooting, not escalation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent offered a brief apology at end but showed little empathy throughout despite customer frustration and repeated effort.
X2 Not Met Tone & rapport conf 88%
Agent maintained flat, procedural tone; did not adapt to customer’s confused, fragmented speech or clarify requests.
X3 Not Met Overall experience conf 91%
Customer repeated information (phone number, model confusion) multiple times; agent added friction by misidentifying model and offering no efficient actions.
Call Transcript19 turns · 21 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.
00:00
Speaker 1
[silence] since and see but just for work of it's not like uncomfortable situation now for people to fly depends totally Oh the
04:00
Speaker 2
Hello, thank you for calling the Kirk phone support, this is Charm. How can I assist you today? I'm Gu Zer, thank you so much for asking. I see, alright.
07:00
Speaker 1
Just wondering, is they are buildings? For sure. yeah so that's the thing so I want to make a whole set up where I wanted to be a parent with multiple child children because I have um I bought about 10 of them but I'm used to the linksy app because I have develop six and I'm upgrading but I noticed I can't do it the app won't find them. Is there a different app for this? Okay what the number is for the second red one. Uh, one second. Let me just turn on the light back there. [silence]
08:00
Speaker 2
Okay. So you just purchased a new router and May Astor do you want to make it as a new parent node or as a child node. [silence] Okay. Um what's the model number against her and the serial number of one of your routers. [silence]
08:00
Speaker 1
so I, I, I, I, I, I, I, zero number, let's start with that. Let's go with number is 63 UA10M 25E 02131. And according to the box, this is Evolup WRT Pro 7. Okay. Yeah, account. Thanks. so what other we're selling As we go to reveal you gotta bet already. so we're getting ready. so what kind of
09:00
Speaker 2
All right. All right. Let's take a look here. Please bear with me. And you purchased 10 of them. Let's see. One moment here. [silence] I see that one is priced at $6.89. I don't see any others that you could have actually bought at that price.
09:00
Speaker 1
do you need help with anything oh, somebody else's number that's when I'm calling from yes and so on
10:00
Speaker 2
[silence] to one moment here sir. Let me double-check. Um, is it the black uh tower sir? five. You got it. And also sir may I know who is your internet service provider? Verizon. Got it. Just to confirm sir your phone number that we have here is 3477261128. Is this correct? Okay, got it. Let me double-check here. Right. And also I already pulled up a record here to
10:00
Speaker 1
My name is Kayadian, you should have another number for me. So if you look up my own number, 718-812-5509, you should pull me up under that record. No, no. 718, 812, 550-90. They're on. Okay. That is correct. Yup, that's me.
11:00
Speaker 2
here. Just to confirm, am I speaking to Kevin? Mm-hmm. Uh-huh. That's All right. 718-712-5579. Is this correct? Uh-huh. 5509. At Kaden. Kaden Johnson. All right. Thank you so much, Kaden. So let me check here. Okay. All right. So, Kaden, I've been checking here. Based on the record with the,
11:00
Speaker 1
yes so all of them are standard I purchased 10 of these so they're all standalone routers slide slide slide Content slide slide slide slide slide sure all right so do you have these rollers in stock
12:00
Speaker 2
I'm looking it up here, Katie, and this router that you purchased is a stand-alone router. So, you wouldn't be able to make it as a child mode. You can only make it a parent mode since it's a stand-alone router. Yes sir. At a mesh router is MBE7000 not 70. And it's a white tower, not the black one. For the MBE7000, sir, I can't guarantee you if it's um, [silence] It's still in stock since we stopped manufacturing that router anymore. But there are other routers that are still available in the market, which is the MX6200. [silence]
12:00
Speaker 1
Yeah these are the ones that he has now This is the one he's trying to these are ones that he wants to upgrade. [silence] Yeah That is correct [silence] we said they're no longer making them right?
14:00
Speaker 2
all right, so your customer have a mx6200 already and wants to upgrade to a latest one, right? is that correct? I see. All right, got it, sir. But the one that you purchase her is not the one that, um, the mb7700, since it is a standalone router. So what I can highly suggest to you, sir, if you want a mesh router, you can just return this one and then you purchase or check if the mb7700 are still available but I cannot guarantee you that one.
14:00
Speaker 1
so what's the next version after the 7,000. Are they coming out with 8,000? What's or they're no longer going to make these are changing the design completely. okay. For this game opportunities.
15:00
Speaker 2
Yes, we already stopped manufacturing it. Man: Ninksters are still checking, what are the other models that they can put on the market, but we cannot guarantee when will it be released. But once it's released there if we have a new model, then it will be released or it will be out on our website. hmm yes however you can try another brand if you want we we take it one if you want sir and we respect your decision
15:00
Speaker 1
[silence] a century? No, that's it. [silence] Okay. [silence] Okay bye bye. [silence]
17:00
Speaker 2
All right, sir. Sir, is there anything else that you could assist with other than this? All right. I do apologize, sir, for this inconveniency and also again thank you for calling Linksys. If you need further assistance, then you don't hesitate to contact us back, all right? Have a good one. Bye for now. [silence]
17:00