V2 Rubric Detail — 9f4ded14-795e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:17
Duration
13m 3s
Contact
Steven Schwartzman
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00122835
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: product inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall84.4% (+4.4)

V2 Grader Summary

The agent fully addressed the customer’s pre-sales questions with technically accurate information on web UI access, mesh topology, coverage, and port speed, directing them to support.linksys.com with the correct model number. While communication could have been smoother, all key technical and resolution indicators were met, resulting in a successful outcome.

V1 Case Analysis

Customer inquired about Velop Pro 7 (MBE7000) features: PC access, coverage, node count, and WAN speed. Agent confirmed web UI access via PC, estimated 3000 sq ft coverage per node, clarified one wired node required, stated 2.5 Gbps WAN port, and directed to support.linksys.com for full specs.

Troubleshooting Steps
  • Confirmed that the Velop Pro 7 can be managed via a web browser on a PC or mobile device.
  • Provided an estimated coverage area of ~3000 sq ft per node, confirming one node is sufficient for the customer's ~1500 sq ft space.
  • Clarified that only one node requires a wired connection to the modem, with others connecting wirelessly.
  • Accurately stated that the WAN port is 2.5 Gbps and that Linksys does not currently offer a 10 Gbps model.
  • Directed the customer to support.linksys.com for full product specifications.
Key Observations
  • Agent initially misstated that the Linksys app is only accessible via smartphone, but later clarified that web browser access is available on PC and mobile devices.
  • Agent provided accurate and KB-aligned information on coverage, node requirements, and WAN port speed.
  • Call ended with a clear and valid self-help path (support.linksys.com), ensuring the customer had actionable next steps.
Positive Highlights
  • Accurately confirmed at [03:00] and [04:00] that the Velop Pro 7 can be managed via a web browser on a PC, directly addressing the customer's primary concern.
  • Provided a reasonable and KB-aligned coverage estimate of ~3000 sq ft per node at [05:00], consistent with typical mesh router performance expectations.
  • Correctly explained at [06:00] that only one node needs a wired connection to the modem, with others connecting wirelessly, aligning with standard mesh topology.
  • Accurately stated at [08:00] that the Velop Pro 7 has a 2.5 Gbps WAN port and that Linksys does not currently offer a 10 Gbps model, providing factually correct information.
  • Effectively directed the customer to support.linksys.com at [02:00] and [09:00] for detailed specifications, offering a clear and valid next step for self-service.
Agent Errors / Gaps
  • At [03:00], the agent incorrectly stated that the Linksys app 'is only accessible to uh smartphone'. While the app is primarily mobile, the agent should have clarified that web browser access is available on PCs and mobile devices for router management, which directly addresses the customer's concern about PC access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed web UI access from PC, clarified 3,000 sq ft coverage for MBE7000, explained wired parent/wireless child node setup, and verified 2.5 Gbps port speed — all key pre-sales questions answered with correct technical details.
R2 Not Applicable Diagnostic thoroughness conf 100%
Customer initiated a pre-sales inquiry seeking product specifications, not troubleshooting; no diagnostic steps were required or performed.
R3 Met Correct resolution path conf 95%
Agent correctly directed customer to support.linksys.com for detailed specs and provided accurate real-time answers — appropriate path for pre-sales support.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified customer’s core needs: PC-based control, mesh scalability, coverage, and WAN speed — then addressed each with targeted, accurate responses.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately referenced the official support site (support.linksys.com) as the canonical source for product details — correct resource for pre-sales queries.
T3 Met No misinformation conf 90%
Technical claims align with KB: MBE7000 supports web UI access, covers 3,000 sq ft, has a 2.5 Gbps WAN port, and uses one wired parent node with wireless child nodes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to questions but failed to set initial expectations, had multiple unexplained silences, and did not proactively guide transitions between topics.
C2 Partially Met Confirmed understanding conf 80%
Agent used consistent terminology (e.g., 'parent node', 'web interface') but did not confirm understanding or adjust for customer’s repetitive, uncertain speaking style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took full responsibility for providing requested product information.
O2 Partially Met Proactive follow-through conf 80%
Agent advised visiting support.linksys.com but did not specify what to look for or offer follow-up if the customer couldn’t find it.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was a resolved pre-sales inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or needed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient but did not acknowledge customer’s effort or express empathy for confusion; tone remained neutral/informational.
X2 Partially Met Tone & rapport conf 75%
Agent maintained consistent pace and provided clear answers, though did not explicitly check comprehension or adapt phrasing to reduce customer repetition.
X3 Met Overall experience conf 85%
Agent reduced customer effort by directly answering complex questions (coverage, topology, speed) instead of requiring self-search, and provided the exact URL and model number (MBE7000).
Call Transcript22 turns · 23 lines
Speaker 1
Yes, I'm sorry. Could you say your name again? I didn't hear that. Is it just I as in Indigo or am I correct? Okay. Ice. Ice. Okay, correct. Okay, good. Okay. I like to I like some product information.
00:00
Speaker 2
[silence]
00:00
Speaker 1
I don't know if you can help me. I I present day have the the Alpha 6E Pro uh Alpha pro 6E and I'm looking at the seven but I'd like to speak with someone about some of the uh um, what do you call it? Uh um features of it. Is there someone who can help me with that? A live person. Yeah. And I want to upgrade, okay. But I'd like to speak with someone in your uh um pre-sales, okay, who might be able to give me some information. Do you have that? I mean, do you do you have a separate number for that or can you transfer me.
01:00
Speaker 2
Oh, you meant to say, oh, you meant to say, uh, you have the Lexus RX350? Well, well, I apologize,, uh, sir, because Lexus no longer has sales support, only technical support. But if you want, product
01:00
Speaker 1
Yes. Well, yeah. Okay, bottom line though, is is let me ask you a couple things from a technical standpoint then, okay. With your seven Pro, okay? With the six Pro, I can control it not not just wirelessly from an app, but I can also control it from a, I can give it a, from a computer. I can give it an IP address, a separate IP address. I can do all sorts of stuff, okay, but I can do.
02:00
Speaker 2
information with regards to your router Vallop XE You can go to our support site support.linksys.com and you will be directed to our linksys site and you can just type in are the model number of your linksys router and it will garnered some search result with the linksys router you have the model of it and and you can read the article Sure
02:00
Speaker 1
[HUMAN_REVIEW] It from a computer. Okay. And I want that capability still. Does the seven do the same thing as the six and can I still do that there? Yeah, okay. Yeah, so you can access it from your PC then, is what you can do then. Okay? You can access it, I mean, obviously, through the internet, you know what I'm saying? But you can access it then, correct? Okay, okay.
03:00
Speaker 2
Yes. Yes. Develop Pro7 or MBE 7000 Linksys router. You can access it using the Linksys application software on phone or through the web user interface using a browser on computer or even on your phone you can access the web browser. Yes. Yes. But the Linksys app uh, the application software uh is only uh accessible to uh
03:00
Speaker 1
Okay, but what do you say can only be accessed through the, through the, uh smartphone, what did you say? Yes, through your mobile? Oh yeah, yeah, I mean they'll make sense, right? Yeah, right. Yeah, oh sure, sure, I understand, of course. That's all that you can do, um, from that, uh standpoint. But you can access the, through the, through a web link, you know, let's just, let's just call it lynxsys.com/s/ support or whatever, you know what I'm saying? Yeah. Yeah, okay. Sure. Yeah.
04:00
Speaker 2
So, using phone mobile. device but if you want to access your router setting the web browser, you can access it using a computer or a mobile. Device. Mobiles. Yeah. It is the links it's app the the links application software, the one that you download. Yeah. Yes, but... Yes. Yeah, that, that, that, that kind of site, you can access that using a computer or using your smartphone because on your smartphone, you can open a web browser. So you can access uh the router's web interface.
04:00
Speaker 1
Yeah. From a PC, I want to be able to control it from a PC. And so that's what you're telling me is that I can't do that. Okay, and when it comes to uh when it comes to um, you know uh uh shall we say uh getting a mesh system, okay? Do you need a minimum of two or one or three or whatever? I mean, and I'm talking about a normal, you know, apartment, okay? So what is the coverage, you know, for a normal situation for like one? Is it just 100 square feet radius or 100 square feet diameter? Is it 200 square feet or, you know, you I don't know.
05:00
Speaker 2
All right. Yes. Yes. Yes. Mm-hmm. [silence] Actually, the Velo Pro 7, it can deliver your internet speed within 3,000 square feet. So, just one Linksys router or node. [silence]
05:00
Speaker 1
Okay, so, yeah. Oh, oh. Sure, exactly, of course. And, uh, um, now are each one of those, are each one of those, uh, um, you know, nodes, okay, uh, um, or route, but are each one of those nodes, are they basically, um, do you have to tie them in, you know, to the network? Or do they, uh, communicate wirelessly with the, uh, with the, with the modem? Okay. Yeah, right. Okay. [silence]
06:00
Speaker 2
Developpo 7 already covers 3000 square feet of your area. But if your area is larger than that, you can add an additional node or router, just need one of them to connect to your modem because that one would be the main node or portal node and the others you can just add it as child node, so they can be connected wirelessly. Only one of them should be connected to a wired.
06:00
Speaker 1
Yes, exactly exactly. Go ahead. Go ahead. I'm sorry. Yeah. Yes, Oh, sure. Okay, okay. Uh, excellent. So you can connect them wirelessly. Yeah. Yeah, I, I Listen, I, I'm, not this, yeah, I'm, not disagreeing with you, but things change so quickly, that's why I'm asking the questions because, you know, things can change on a dime. You know what I'm saying? But, uh, that's just the way it is. Okay, good. So then you can basically, I mean, like in my case, uh, I think it's, what, uh, 1500 square feet. So to go max, you could, you could really do with one, but if you want to go with two to be sure, that's all you really need. Okay. The next question is, is, is that I noticed that you
07:00
Speaker 2
because that will be the parent note. So one of them so one of them should be wired to your modem or internet box and the others can be connected wirelessly. So that's the purpose, yeah, that's the purpose of a mesh system. Only one of them should be wired. The other can be wireless. Mm-hmm. Yes. Yes. Yes. Yes.
07:00
Speaker 1
You have a 2.5, you know, a gigabyte data transfer rate. Okay. Um, do you, uh, um, do you have anything? Is that, do you go like to to a 10 gigabyte data transfer or is 2.5 the highest that you go? [silence] Hello? Yeah. Okay. Uh are there any uh what do you call it um mesh systems where you you do go to a 10 gigabit? I mean, not not necessarily Avella but any of your other devices or no?
08:00
Speaker 2
It can only transfer 2.5 gbps because that's the only available one port on the well pro seven. I don't think we have that because the latest router we have that is available yeah i'm d
08:00
Speaker 1
Yeah. Yeah, for your wireless. Okay, good. Okay. Um, okay. Well, I'm going to go, I I take it to support/linksys.com, okay? And then look for the Velop 7 Pro. And then just read about it there. Is that correct? Okay. Alright, let me write that down. Hold on one second. m, that's Mary, Edward, uh, what you call, Victor. Mary. Oh, Mbe. Okay, I I heard that wrong, then. M. [silence]
09:00
Speaker 2
Yes. Yeah, because there's a lot of articles there with regards to the VeloPro7. Or you can just type VeloPro7 or the model number itself MBE7000. [silence] It's Mary Boy. [silence] It's Mary Boy Edward. M-B-E. [silence] Seven thousand.
09:00
Speaker 1
[DOWNWEIGHT] Yeah, 7,000. Okay, okay. Yeah. Um, I have it uh what do you call? I have a a uh what do you call? Like um a pro uh what do you call it uh uh six. So, um, I, yeah. Yeah. Um yeah hold on what I'm saying. Yeah, yeah. And uh yeah. And uh uh yeah, MX right? Is the uh 6200, correct? Yeah. Yeah, 6200, yeah. I'm looking at my serial number and everything, so yeah, it does say that right there. So, okay, good. Okay.
10:00
Speaker 2
Son. Uh. Yes. Yes. So that's Develo seven. And Develo six is MX 6200. Uh. Yes. So that's the model number of the develop pro six. M X62. Yes. M X 62. Yes. Okay. Uh. Okay. So you can also check that on the support site. crisis.datkalright that's all mmhmm yeah yeah it's my pleasure to assist you and provide you information you need so you can always call us anytime you need assistance from us yes oh we're located in the philippines Yeah. Sorry.
10:00