V2 Rubric Detail — a489d40e-7469-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 09:54
Duration
5m 11s
Contact
No name
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00135281
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry Call

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
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot, misdiagnosed the issue by claiming lack of Wi-Fi 6E prevents Wi-Fi 6 broadcast, and provided no resolution path or escalation. Despite clear signs of customer frustration and a complex multi-node firmware concern, no diagnostic tools were used, no ownership was taken, and the call ended with the customer abandoning in dissatisfaction. All core indicators remain Not Met, supporting an Unresolved outcome.

V1 Case Analysis

Customer reports one MX5300 node only broadcasting Wi-Fi 5 instead of Wi-Fi 6. Agent provided incorrect firmware guidance and did not troubleshoot. Call ended without resolution.

Troubleshooting Steps
  • Agent asked for serial number (not provided)
  • Agent incorrectly stated firmware cannot be mixed between MX5500 and MX5300
  • Agent falsely attributed Wi-Fi 5-only broadcast to lack of Wi-Fi 6E support
Key Observations
  • Agent incorrectly claimed the issue was due to 'not using Wi-Fi 6E' at [03:00] — MX5300 does not support Wi-Fi 6E per KB.
  • Agent stated firmware cannot be mixed between MX5500 and MX5300 — both models run the same Linksys Mesh System (current gen) and are compatible per velop_mesh_compatibility.md.
  • No troubleshooting steps performed: no restart, no firmware version check, no auto-update verification, no 5-press method (supported on MX5500/MX5300 per universal_5press_models.md).
  • Call ended without resolution, escalation, or follow-up plan — customer disengaged due to lack of progress.
Positive Highlights
  • Attempted to collect node serial number at [04:00], showing awareness of needed device info.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: falsely claimed MX5300/MX5500 firmware cannot be mixed and incorrectly attributed Wi-Fi 5-only broadcast to lack of Wi-Fi 6E support (MX5300 does not support 6E).
  • Failed to perform basic troubleshooting: did not instruct customer to restart the node, check firmware version, or verify auto-update status.
  • Did not use the 5-press method (supported on MX5500/MX5300 per universal_5press_models.md) to generate diagnostic logs or escalate.
  • Did not collect firmware versions or confirm auto-update status on nodes.
  • Did not offer any valid next steps or escalation path before call ended.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer stated 'I'm still having issues, I'll come back to you' and ended the call with no resolution, RMA, escalation, or education provided.
R2 Not Met Diagnostic thoroughness conf 98%
Agent performed no diagnostic steps (no firmware check, reboot, band steering verification, or node isolation); relied solely on generic statements about firmware differences.
R3 Not Met Correct resolution path conf 97%
Agent failed to propose any resolution path (troubleshooting, reset, or escalation) despite persistent issue; dismissed concern by claiming firmware mixing is unsafe without offering verification or next steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms beyond customer's description, asked no targeted questions (e.g., about LED status, app behavior, or specific node behavior), and misattributed Wi-Fi 5 broadcast to lack of Wi-Fi 6E usage.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (Linksys app, web interface, Instant-Verify) to check firmware versions, node status, or band capabilities — despite clear need to verify mixed-firmware mesh behavior.
T3 Not Met No misinformation conf 95%
Agent claimed 'not using Wi-Fi 6E' prevents Wi-Fi 6 broadcast — this is technically incorrect; Wi-Fi 6 (802.11ax) operates on 2.4/5 GHz without requiring 6E. Additionally, agent incorrectly implied firmware mixing across MX5300/MX5500 is unsafe without KB support.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, allowed long silences, gave unstructured responses, and lost control when customer repeated frustration; no call framing or transition management.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms (firmware, Wi-Fi 6E) without checking understanding or adapting to customer's confusion; no confirmation of comprehension after complex statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — after requesting serial number (which was never obtained), effectively abandoned the case with no follow-through or effort to resolve.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments provided; customer left to self-resolve and recontact, with no agent-side action taken.
O3 Not Applicable Closure confirmation conf 91%
No prior case history indicated; this appears to be the first contact, so no handoff or history review was applicable.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved, involved potential hardware/firmware anomaly, and required deeper investigation — warranted escalation not initiated despite clear need.
E2 Not Met Escalation prep & handoff conf 95%
No escalation performed despite need; therefore execution failed — customer not informed of engineering path or next actions.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of customer's frustration ('I'm still having issues…'); response was transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent maintained monotonous tone, did not adjust to customer's urgency or confusion, and failed to re-engage after disengagement cues (e.g., customer preparing to end call).
X3 Not Met Overall experience conf 93%
Customer had to repeat issue multiple times; agent created friction by not acting, then forced recontact instead of resolving in one touch or reducing effort.
Call Transcript12 turns · 12 lines
Speaker 1
on the phone. Right. I've got an issue with my meshed Wi-Fi system I have. I've got four nodes. Two of the MX 5500 and two of the 5300 on having some issues with one of them only connecting with a Wi-Fi 5 and I understand I can force the firmware. Two of them are running one particular firmware and two of them are running a different firmware. I understand I need to make them all run the same firmware. What I need to know, I think I've got a handle on how to do that, but I need to know which firmware I need to force on which.
00:00
Speaker 2
Welcome to LinSys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling LinSys. My name is Josh. How may I assist you today? Silence. Speak.
00:00
Speaker 1
Node. I run the 5,300 AS the AS the parent node with one 5,300 AS a child and two 5,500 as child nodes. Do I force the firmware of the 5,300 onto the 5,500 or force the firmware of the 5,500 onto the 5,300. I'm sorry, I don't understand that yet. [silence]
01:00
Speaker 2
oh oh regarding with your query sir uh we cannot actually like use the same firmware from this model to the other model since uh each model has a different firmware version and that's the reason why uh huh so as long as like on the app or on the web user interface as long as it it's saying there that uh each firmware of each device is up to date or updated uh that means that uh there's no need to again revert or change their firmware version
01:00
Speaker 1
right. Why is your why is your website telling me that they need to be using the same firmware? Oh, this is this is this is specifically linked to using both the 5,300 and the 5,500 together.
02:00
Speaker 2
And the reason as well why we don't want to use this [silence] firmware version to another device or another model because [silence] uh by doing that it might a break or damage the unit itself. So So that's the reason [silence] The reason it could be possible sir or on the website it might saying that if you are using like the MX5300 all your MX5300 should have the same firmware. So because you may or uh yes sir. However for your setup since you mentioned that you have uh both MX5500 and MX MX5300 as long as the MX5300 have the same firmware version.
02:00
Speaker 1
why, why, why, why, yeah, why then is one of the nodes only broadcasting and Wi-Fi 5 when it's a Wi-Fi 6 capable device, I can't seem to fix that problem. I've got, you know, up-to-date um devices trying to connect with it, but only connecting via Wi-Fi 5 and not Wi-Fi 6.
03:00
Speaker 2
can both MX-5500 have the same firmware version we're so sure that there's no need to update the firmware so again we can it regarding with that one we might need to further isolate the issue however upon double checking both of your devices like the MX-5500 and the MX-300 one of them should that not broadcast but in order for your or able your devices to connect wirelessly via using the Wi-Fi 6 to the network so since this devices of yours the two MX
03:00
Speaker 1
Yeah, yeah, yeah, yeah, you miss, you missed my point, what I'm saying is, some of the nodes are broadcasting Wi-Fi 6 and one of the nodes is only broadcasting Wi-Fi 5. If I move my device to another area of the house, it connects to Wi-Fi 6, but when I'm in a particular area, it only connects to Wi-Fi 5. There it all. Okay, I tell you what, I'll leave it for now, um, I'll try and um, reinstall it first and then, [silence]
04:00
Speaker 2
are not using the Wi-Fi 6E. That's the reason why the it's not broadcasting Wi-Fi 6. However, since again, these devices of yours are still using the Wi-Fi 6 wireless technology. So if your devices like your phones or computers, are compatible with Wi-Fi 6, rest assured that they will be able to connect to the Wi-Fi 6 network. mm-hmm [silence] I see. for that one again, we might need to further isolate. So may I have the serial number may I have the serial number of the node that you mm-hmm
04:00
Speaker 1
I'm having still having issues, I'll come back to you. Thank you very much. Thank you, bye bye. Thank you.
05:00
Speaker 2
get get that one sir and yes you may thank you again for calling linksys you have a great day bye
05:00