V2 Rubric Detail — 94e896fa-73df-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:25
Duration
12m 58s
Contact
203-417-3026
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall25.6% (-2.4)

V2 Grader Summary

The agent failed to resolve the customer's request by providing technically inaccurate recommendations, specifically suggesting an MX2000 for a WHW03 V2 system, which contradicts the cross-generation compatibility rules in velop_mesh_compatibility.md. No troubleshooting was performed, and the agent failed to leverage the range extender KB to provide a viable alternative.

V1 Case Analysis

Customer requested a waterproof outdoor extender for WHW03 V2; agent incorrectly recommended MX2000 (mesh router, not extender), failed to mention compatible models like RE7000, and falsely claimed Linksys has no outdoor extenders. No resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent recommended MX2000 at [02:00] and [05:00], which is a mesh router, not an outdoor extender.
  • Agent incorrectly stated at [11:00] that Linksys does not offer waterproof outdoor extenders, failing to mention compatible models like RE7000.
  • Agent did not consult or reference KB article adjacent_range_extender_to_mesh.md, which lists compatible extenders.
  • Customer explicitly mentioned seeing a third-party outdoor access point at [12:00], indicating awareness of alternatives, but agent did not address compatibility.
Positive Highlights
  • Agent placed the customer on hold to research at [07:00], showing intent to find an answer.
  • Agent apologized for the inconvenience and expressed empathy at [11:00].
Agent Errors / Gaps
  • Incorrectly recommended MX2000 as an outdoor extender (it is a mesh router, not an extender).
  • Failed to identify compatible range extenders such as RE7000, which is supported per KB article adjacent_range_extender_to_mesh.md.
  • Falsely claimed Linksys has no outdoor extenders, despite RE7000 and other models being compatible.
  • Did not provide accurate information about third-party extender compatibility with WHW03 V2.
  • No KB article or proper product recommendation was provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent states Linksys does not offer waterproof outdoor extenders and fails to provide a compatible third-party solution or alternative (e.g., using a weatherproof enclosure), leaving the customer without resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps taken; agent does not assess signal strength, placement, or suggest wired backhaul or node repositioning to improve outdoor coverage.
R3 Not Met Correct resolution path conf 90%
Agent recommends the MX‑2000 (a router) as an outdoor extender, which is technically incorrect for the customer’s WHW03 V2 mesh.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent does not identify root cause (distance/coverage), ask about camera placement, or consider backhaul options — jumps straight to incorrect product suggestion.
T2 Not Met Appropriate tools / resources used conf 90%
Agent does not consult KB (e.g., adjacent_range_extender_to_mesh.md) to verify extender compatibility or check model support for outdoor use.
T3 Not Met No misinformation conf 95%
Agent claims MX2000 can be used as an outdoor extender despite WHW03 and MX2000 being incompatible per velop_mesh_compatibility.md (WHW03 is Earlier Generation; MX2000 is Intelligent Mesh, but the KB explicitly states nodes from different mesh technology generations cannot be mixed).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent sets expectation after hold and apologizes, but earlier silences and unexplained 5-minute hold disrupt call control.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple terms but fails to confirm understanding when customer repeatedly clarifies 'outdoor extender'; repeats incorrect suggestions despite confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stays on call and researches, but does not take ownership of finding a viable solution — defaults to 'we don’t have it' without exploring workarounds.
O2 Not Met Proactive follow-through conf 90%
No clear next steps provided; agent does not suggest checking RE7000, using weatherproof enclosures, or wired Ethernet for outdoor node.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 70%
No escalation needed — issue is within agent’s scope (product compatibility advice), and agent attempts to answer without avoiding responsibility.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologizes sincerely and acknowledges inconvenience, but fails to deliver empathy tied to customer’s use case (security cameras).
X2 Partially Met Tone & rapport conf 75%
Agent adapts slightly by researching, but continues to misunderstand 'outdoor extender' as a router rather than a range extender, indicating lack of full adaptation.
X3 Not Met Overall experience conf 90%
Customer repeats request multiple times; long unexplained hold increases effort; agent does not reduce friction by offering immediate KB-backed options.
Call Transcript18 turns · 19 lines
Speaker 1
[silence] Hi, I am uh I've got a Linksys mesh system. I'm just I'm just uh looking at the serial number right now for you. Uh hang on one sec. I'm just trying to get the picture. Um and I want to get a outdoor extender for it and I just want to know which one to get.
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.linksys.com please have your device serial number ready if you've purchased for assistance press one now for out of warranty products paid support may be available please have your device serial number and contact information ready hi thank you for calling Linksys this is Regina Kim will hold for you today
00:00
Speaker 1
Are you there? Okay. Well, I, I, I, can I just tell you what I have for a model number and serial number? Uh, the model number is, WHW D3 V2. You need, you need the serial number? Okay, it's 22 J 20 M 37 A O 7525. Correct. Uh, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the.
01:00
Speaker 2
what are you is your concern regarding of your linksys mesh DTB? [silence] sorry yeah sure. [silence] yeah. [silence] Okay, so that is 20J for Juliet, 20M for Michael, 378 Alpha 07525. [silence] And once what is what seems like a problem with your Linksys Mesh system which is your WHW 03.
01:00
Speaker 1
Okay, there isn't. I'd actually I'd actually and that's just calling to ask what kind of outdoor extender to get for it is uh uh I need an outdoor extender for for cameras and stuff outside and I don't know what's compatible with that. Could you tell me? How many nodes I have one, two, three, four going currently. Uh. Hang on one second. Let me just get to uh um uh-huh.
02:00
Speaker 2
but how many notes do you have in total sir? So you have four Linksys devices. You can actually look for an MX2000 M for Michael X for X-ray.
02:00
Speaker 1
MX 2000. And this is a links, a links, a links, a links, a Linksys a outdoor extender, yeah? Okay, okay. I don't know if you're following me. I, I, I need an extender, an outside extender. I don't want any more in the house. I want one outside, so I can run outdoor cameras. It's not picking up enough. It's not getting enough juice outside for outdoor cameras. And you're. You're. An outdoor extender. Okay. Uh, woah and and is it, is that something I can find on Amazon?
03:00
Speaker 2
A router that extends Wi-Fi coverage of your Internet? Yeah, okay, so regarding that one, sir, we have an extender but then you can only place that one about 20 to 30 feet away from the parent mode.
03:00
Speaker 1
Well, that's, that's what I'm looking for, honey. I, I, I, I'm, I'm going to, I got an outdoor, I just want an outdoor, uh, Wi-Fi extender that I can plug in, uh, to an outlet. So I can run cameras. MX2000? And that's an outdoor extender.
04:00
Speaker 2
Yeah, but then in your answer, since you have a lot of nodes, you can also select one of the nodes to be placed outside via wired connection to have a better speed.
04:00
Speaker 1
Yeah, yeah, yeah, but they, everybody, but they, I, but I'm, I don't know if you're following me here. I, I, I, I want to run some outside cameras that run on Wi-Fi and they, the cameras are a little farther away than, than this router will cover. So they make outdoor Wi-Fi extenders that you can just use off the home, they're off the parent router and it will run the cameras. I'm just looking for an outside extender. Okay. Will it, will, okay, okay. Will it, will it, is it waterproof? Huh?
05:00
Speaker 2
Okay, so you can look for the same model number that you have or an MX-2000 to place outside to extend your Wi-Fi coverage for your security cameras.
05:00
Speaker 1
[silence] uh, why what why do other companies have outdoor extender except for you? Yeah, these are home these are home routers. I that's not what I want. I want, I want an outdoor extender. Every other company has one. to what. Okay, all right, all right. Yep. Is this what I'm looking for? [ silence ]
06:00
Speaker 2
In my end, okay? Okay, let me just hold this call three to five minutes or 12 resources in my end. So just please stay on the other line. I will be right back.
07:00
Speaker 1
[KEEP_UNCERTAIN] yes, um, the links that has nothing but everybody else does. Is that what you're saying? I mean, I, I, I think maybe, maybe my wording is wrong, you're not understanding because I'm looking at another one.
11:00
Speaker 2
Okay. So thank you for patiently waiting. You are still there, okay. Now I would like to set an expectation. Here and I sincerely apologize for the inconvenience but unfortunately we don't have waterproof outdoor extender. So the devices you have available are designed for home indoor setups. Yeah, I sincerely apologize, but at the moment sir, we don't offer any waterproof outdoor devices.
11:00
Speaker 1
here. I'm looking at WAV length 20, 2, 6 ax3000 Wi-Fi 6 wireless outdoor wireless access point. I'm just looking for an outside access point to push the Wi-Fi out further from the house. So will other companies Wi-Fi extenders work with the onexus then? All right. Thank you very much. Bye. bye.
12:00
Speaker 2
Yeah, but if you're looking for a device that can extend the Wi-Fi coverage of your internet service, so you can look for a range extender, the r.e.7000, the same model number for what you have. But if you're looking for a waterproofed outdoor extender, we don't offer that kind of device. Okay, so regarding with that, since it's a third-party device, so I can't guarantee that it will work, since they are a different brand.
12:00