V2 Rubric Detail — a44f3ab2-6a62-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:38
Duration
10m 55s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00133768
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry Call

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall47.0% (-33.0)

V2 Grader Summary

The agent incorrectly recommended MX5500 and MX2000 nodes as compatible with the SPN MX55 router, despite velop_mesh_compatibility.md stating that only same-generation SPNM-series nodes are supported. This materially inaccurate guidance constitutes a failure in technical accuracy and resolution, resulting in an Unresolved outcome. While communication and ownership were strong, the core technical recommendation was invalid.

V1 Case Analysis

Customer inquired about compatible Linksys booster for MX5500 router. Advised MX5501 single-node pack or MX2000 as compatible options. Explained wireless and wired child node setup, recommended 10–15 ft line-of-sight placement, and directed to Amazon for purchase.

Troubleshooting Steps
  • Identified router model (MX5500) from customer description.
  • Recommended compatible booster models (MX5501, MX2000) per Velop mesh compatibility guidelines.
  • Explained wireless vs wired child-node operation and performance differences.
  • Provided placement guidelines (10–15 ft, line-of-sight, open area).
  • Directed customer to Amazon for purchase.
Key Observations
  • Agent provided technically accurate guidance fully aligned with velop_mesh_compatibility.md and adjacent_device_setup_scenarios.md.
  • All product recommendations (MX5501, MX2000) were correct for MX5500 compatibility.
  • Setup instructions (wireless/wired, placement) matched KB recommendations.
  • Purchase guidance (Amazon) was correct per KB (Linksys does not sell directly for this product line).
  • No technical contradictions or unsupported advice were given.
Positive Highlights
  • Correctly identified MX5501 as the compatible booster for MX5500 (same mesh generation per velop_mesh_compatibility.md).
  • Accurately explained wireless vs wired child-node operation and performance implications.
  • Provided correct placement guidance (10–15 ft, line-of-sight, open area).
  • Correctly directed customer to Amazon for purchase (Linksys does not sell directly for this product line).
  • Mentioned MX2000 as a valid alternative, expanding customer options appropriately.
Agent Errors / Gaps
  • Excessive use of filler words ('okay', 'yes sir') reduced communication efficiency and clarity.
  • Initially referred to the booster as 'MX5500' instead of 'MX5501' at [02:00], causing potential confusion before correcting it later.
  • Did not explicitly confirm the exact model number early (customer initially said 'SPN MX55'), though corrected later.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent incorrectly recommended MX5500/MX2000 as compatible boosters for SPN MX55, but per velop_mesh_compatibility.md, only same-generation nodes (SPNM series) are compatible. MX5500 is not compatible with SPN MX55.
R2 Not Applicable Diagnostic thoroughness conf 95%
The issue was a product compatibility question, not a technical problem requiring diagnostic troubleshooting steps.
R3 Not Met Correct resolution path conf 97%
Agent recommended incompatible hardware (MX5500) instead of correct SPNM-series nodes, failing to select the appropriate resolution path based on mesh generation compatibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent confirmed the model number but did not ask about firmware version or ISP-specific setup (Gigaclear), which are critical for compatibility per KB.
T2 Not Met Appropriate tools / resources used conf 94%
Agent should have consulted velop_mesh_compatibility.md or internal compatibility matrix before recommending incompatible models, but no evidence of KB/tool use is present.
T3 Not Met No misinformation conf 98%
Agent stated MX5500 is compatible with SPN MX55, but velop_mesh_compatibility.md explicitly states cross-generation mixing is not supported — this is materially incorrect information.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained call control, responded to each question, and guided the interaction to closure without losing direction.
C2 Met Confirmed understanding conf 92%
Agent used clear, non-technical language and confirmed understanding through repetition and acknowledgment.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and attempted to resolve the request.
O2 Met Proactive follow-through conf 93%
Agent provided clear next steps (searching for MX5501 on Amazon) and no follow-up was required by the customer.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted for this compatibility inquiry.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, patient, and professional throughout, thanking the customer multiple times.
X2 Met Tone & rapport conf 91%
Agent matched the customer's pace, used respectful tone, and maintained engagement effectively.
X3 Partially Met Overall experience conf 88%
Agent reduced effort by providing purchase guidance, but gave incorrect compatibility advice that could lead to customer buying wrong product, creating future effort.
Call Transcript20 turns · 21 lines
Speaker 1
the model number. Hi, Josh. Yeah, I wonder if you can help me, please. So, um, we currently have a Linksys router, and the model is the SPN MX55. And the advice I would like, if possible, please, is to understand from you which Linksys booster you would recommend that's compatible with that, uh, model number that I've just given you for the router. Does that make sense to you? Yes, so, so we're with Giga Clear and they provide the internet. Uh, so yeah, just would, would really like some advice. [silence] [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
rode out a router, however you pronounce it with with the contract, yes. But we we um we would just like to improve the Wi-Fi signal in the house. So, um I I believe that I'm best to purchase for yourselves a directly compatible booster. So that that's what I'm looking uh to get your help with today, please. Thank you.
01:00
Speaker 2
Gigaclear.
01:00
Speaker 1
What have I done here? Microphone. No problem. Thank you. MX5500.
02:00
Speaker 2
Hello, sir. Thank you for patiently waiting. You are most welcome. Yeah. For this one, sir, you can actually purchase the MX 55. 000. 0. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Do you. Ever. Yes, sir. So actually this is the same hardware. this node has the same hardware as your router. It is just that it's a different software we're using in here. It includes the Hub. The access points. The access points for here.
02:00
Speaker 1
right okay and I'm actually on the Linksys website at the moment so will it will it be on there to purchase silver? Okay so I'm I I've I've typed in I've typed in on the Linksys uh website okay the X5500 and and it it says overview of the Linksys X5500 router's web interface is that correct? Am I looking at
03:00
Speaker 2
The MX 5500 is the retail SKU or model for the one that you have, so rest assured that the MX 5500 is compatible with your Hugo clear router. Hum humhum. Uh uh. I believe you cannot purchase our devices like directly from our website. However, you can still purchase our devices on Amazon. So, Yes, sir. Uhum. Hum hum.
03:00
Speaker 1
Uh correct thing. MX5501. And then look for that yeah. Okay. And then and then it's come up with a load of. Of sponsored products. Okay. Okay. So so it did come up itself.
04:00
Speaker 2
uh no sir try this one instead so on your browser like on Chrome so on the search bar type in MX5501. So instead of uh 0 type in 01 uh yeah uh huh. And then you should yeah. So yeah, so look for the lynxis MX5503. Uh the thing is the less characters define the pack so example 55 uh sorry 5501 that means that it is one pack if it's 02 that means two pack and three for the three packs. So, Yeah. Yes, sir, yes sir, yes sir. So, since you already have a parent or a main node, if you want to purchase this device, rest assured that this additional device will act as a booster or wireless repeater to your main or parent node. M. M.
04:00
Speaker 1
Okay, so I just would like to, with your help, understand a bit more about what you've said. So, I can use it by just plugging it into the electrical mains, and it will connect to my router using the Wi-Fi. That's one option. Do you call that the child mode? Is that correct?
06:00
Speaker 2
Yeah, it really depends on your setup, sir. So if you want to use this child or additional node as a wireless there's no need for you to plug using an ethernet cable, but between the parent and on this node. However, if you want to wire this node, that's the time that you really need to use a ethernet cable if you want to use as wired connection or wired child mode.
06:00
Speaker 1
yeah, yeah, Okay, okay. Now I do actually have um ethernet ports in different parts of my house. So if I was to purchase one and plug it into the mains and into an ethernet port, yeah? I It's what makes What what is the difference in operation? Okay. Okay. Yeah. Yeah. So it's better if possible, it's better to connect it to the ethernet to help improve the speed, understanding. But, but it works, it works either, either with the ethernet or without it works either way.
07:00
Speaker 2
[silence]
07:00
Speaker 1
Okay. And does it need um like direct line of sight or can it be 10 to 50 it does. Yeah. Okay. Yeah. Yeah. Understand. But it's got to be line of sight of the existing uh parent node as you refer to it. Yeah. Okay. Okay. That's great. Thank you so much for your help. Much appreciate it.
08:00
Speaker 2
That's correct, sir. However, the downside if you want to wire this child node, you really need a long Ethernet cable sir. So that's the downside if you want to set it up as wired. However, regardless we're sure that you can still set this up as wireless. So the recommended distance between the parent and this new node is like 10 to 15ft. Yes, sir. That's correct. Yes, sir. They should be on the line of sight. And also this child node or either the node should be placed in an open area. Yes, sir. Yes, sir. That's the recommended setup. [silence]
08:00
Speaker 1
So the MX 5500 is is the only is the only option or are there any other Linksys options that are compatible? [silence] MX 2000. Yeah. Yeah. So that's another product from Linksys that would be compatible with my, um, router. [silence] But, so, but so were you saying the 5500 is available on Amazon? Is is the MX 2000 not available on Amazon? Is that what you're telling me?
09:00
Speaker 2
oh if this if for example sir this mx 5500 is not like available on amazon or any retail stores you can also go to mx 2000 yeah yes sir so you can yeah yes that's correct sir um for for scenarios like for example if
09:00
Speaker 1
So it's the MX 5500 a better performing device okay brilliant that's great thank you so much for all your help I really appreciate that and brilliant brilliant that's good to know have a great day thank you so much bye for now bye bye for now thank you
10:00
Speaker 2
This MX5500 is not available on Amazon. That's the time that you go to the MX 5000. However, if the MX 5500 is available. I would recommend purchasing that one. Yeah, that is, yes, sir. That's correct. You are most welcome, sir, and thank you so much for your cooperation and patience, and in the future, sir, if you need further assistance, like, uh, adding this new child nodes of yours connecting to the network, rest assured that you can just give us a call. You as well, sir. Thank you again for calling Home office. Have a great day. Bye for now.
10:00