V2 Rubric Detail — b029c530-6e65-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 18:10
Duration
10m 1s
Contact
Robert Hughes
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#GI00134311
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry Call
⚠ Auto-Zero applied: Agent provided a materially incorrect URL (support.linux.com instead of support.linksys.com), which constitutes a critical failure in technical accuracy and customer safety (D: Fraud/Security Risk). This is a confirmed agent error, not an ASR artifact, as the agent repeated it unprompted and the context clearly required the correct domain.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot, provided factually incorrect technical information, and offered no real resolution path. Critical errors include misidentifying the MX4200's Wi-Fi standard and directing the customer to a non-Linksys website, warranting an auto-zero. The interaction was disjointed, lacked ownership, and increased customer effort without delivering value.

V1 Case Analysis

Customer reports one of five MX4200 nodes failing intermittently and needs replacement. Agent misidentified model as STMX-4200, quoted $4,200 (nonsensical), provided incorrect support URL (support.linux.com), and failed to perform any troubleshooting or compatibility check. No valid resolution path given.

Troubleshooting Steps
  • Collected model number and serial number.
  • Asked if the customer had checked Amazon for a replacement.
  • Briefly mentioned reset and firmware upgrade after customer initiated goodbye.
Key Observations
  • Agent provided an incorrect support URL (support.linux.com) instead of support.linksys.com [08:00].
  • Model was misstated as STMX-4200, which is not a valid Linksys model [03:00].
  • Quoted price of $4,200 is nonsensical and misleading [07:00].
  • No actual troubleshooting (LED check, reset, pairing) was performed for the failing node.
  • Mention of reset and firmware upgrade came only after customer initiated goodbye, indicating reactive and incomplete support [08:00].
Positive Highlights
  • Agent collected the serial number and model number as provided by the customer.
  • Agent acknowledged the customer's statement about warranty expiration.
  • Agent attempted to collect contact information for follow-up.
Agent Errors / Gaps
  • Provided incorrect support website (support.linux.com) instead of support.linksys.com [08:00].
  • Misstated model number as STMX-4200, which does not exist [03:00].
  • Quoted a clearly incorrect price of $4,200 for a mesh node [07:00].
  • Failed to verify compatibility: MX4200 nodes are only compatible with other MX4200 nodes (same generation), not MX2000 (different generation) per velop_mesh_compatibility.md.
  • Did not perform any actual troubleshooting steps (LED check, factory reset, pairing method) for the failing node.
  • Mentioned reset and firmware upgrade only after customer initiated goodbye, failing to integrate into troubleshooting flow [08:00].
  • Collected incomplete phone number initially and failed to confirm full number until prompted by customer [08:00–09:00].
  • Did not provide correct pairing method for MX4200 (5-press method per universal_mesh_node_management.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or provide a valid path forward; only suggested checking Amazon without confirming compatibility or troubleshooting the node.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting was conducted — no LED check, reset attempt, firmware verification, or admin interface use to assess node status.
R3 Not Met Correct resolution path conf 93%
Agent failed to determine product status or support options; gave no best-effort guidance despite OOW status, and did not explain limitations of mixing nodes.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify symptoms or ask diagnostic questions; incorrectly claimed MX4200 is Wi-Fi 6 (it is Wi-Fi 5), showing lack of root cause analysis.
T2 Not Met Appropriate tools / resources used conf 92%
No tools were used — agent did not direct customer to check admin dashboard, perform reset, or verify firmware, all of which are necessary for node compatibility assessment.
T3 Not Met No misinformation conf 95%
Provided materially incorrect information: MX4200 is Wi-Fi 5 (not Wi-Fi 6), and directed customer to 'support.linux.com' instead of 'support.linksys.com'.
Communication
C1 Not Met Clear & professional language conf 91%
Call lacked structure; agent held without explanation, repeated vague suggestions, and lost control by failing to guide the interaction toward resolution.
C2 Not Met Confirmed understanding conf 89%
Used inaccurate URLs and technical terms without verifying understanding; communication was generic and not adapted to customer’s need for precise compatibility info.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership — ended call after suggesting Amazon search and collecting contact info, with no follow-up plan or case management.
O2 Not Met Proactive follow-through conf 91%
No clear next steps were established; customer was left to self-diagnose and self-purchase without guidance on pairing or configuration.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 86%
No escalation occurred and the issue did not clearly require escalation at this stage.
E2 Not Applicable Escalation prep & handoff conf 86%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent showed no empathy for repeated node failures or customer frustration; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 89%
Agent maintained a scripted, inefficient pace and did not adjust to customer’s confusion or need for clarity on compatibility.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial and model numbers; agent created unnecessary effort by failing to use available data and providing incorrect information.
Call Transcript16 turns · 17 lines
Speaker 1
yes carla i have um i guess five nodes and one of them quit working so i need to replace it um so i need to before you take the down uh for replacement
00:00
Speaker 2
Welcome to Linksys's support.
00:00
Speaker 1
I can't yeah password recovery serial number is that what you said 3 8 U as in under 1 0 M as in mother you as in under three as in cat 2 2 7 K as in kitty zero 7 2
01:00
Speaker 2
Okay. Um, yes, sir. So, you just wanted to replace one node, right? And you want to know what is compatible to your current network. Okay, so you may know the, okay, you may know the model number and serial number of this one of your, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, um, let's start with the parent node sir, the main node yes
01:00
Speaker 1
five, B as in boy, B as in boy, zero, guys is that, either or sex. Dang I gotta take a picture of this. Kids, it's, Mom I was getting out of focus for the last month. Um, oh yeah, let me start over, I got them wrong. Oh no that's the address, there it is. Okay, it's um, three eight, U as in under, one zero M as in mother, five, B as in boy, B as in boy, zero eight nine five six.
02:00
Speaker 2
Okay. Let me just check if I got it correctly. three, eight, you for umbrella, one, zero, M for Mary, five, B for Brian, B for Brian, zero, eight, nine, five, six.
02:00
Speaker 1
Yes. Model. FBC password name setup. Model number M as in Mary, C as in Charlie, X as in X-ray, 4200. Yes. Is that super old? I think I've had them for five years. I think the warranty went out last year. [silence]
03:00
Speaker 2
What is the model number of this device, sir? um, um. okay. STMX-4200, right? uh-huh. and did you already um check
03:00
Speaker 1
[KEEP_UNCERTAIN] Oh, no, I have not. I didn't know if they made new ones, the better ones that I can just hook up or I didn't look. I just said, oh, I always talk to you guys and you guys are so nice and helpful. Sure. Sure. All right. Thank you.
04:00
Speaker 2
um... did you check Amazon, sir? For the same model if you wanted to buy uh... did you check Amazon? mm-hmm mm-hmm mm-hmm okay all right, sir um, can I please hold for just three to five minutes? I'm just going to verify uh this information uh... I'll be back, thank you [silence]
04:00
Speaker 1
yes, thank you Okay, is the 2000 better than the 4,200? Okay, so it's MX 4200 is what I have and then the MX 2000. And I have the X 2000 to work if I can't find a 4200.
06:00
Speaker 2
Compatible, uh, node that you want it to be added, you may try to check MX2000, but I, uh, may also check it on Amazon, sir, the same product, the same device MX4200. Uh-huh. Um, it's just the same, sir. Um, um, it's a, um, Wi-Fi 6. They're just, um, like similar. Okay, but if, since you'll just add a new node, um, and replace the old, uh, the defective node, you may try to, um, like, same things you add the same node, and if you cannot find it over a local store, you may check it, sir, on Amazon. Uh-huh. $4,200. Uh-huh. Yeah. [silence]
07:00
Speaker 1
All right. Thank you very much. Thank you. All right. Thank you. All right. Thank you very much. I have a quick question. On the node the node that I think doesn't work if it starts like to work sometimes and then won't work other times is that usually the node? Yes sir, yes sir. Are you making Yeah I did. Okay. Thank you very. 844344 42 557 40.
08:00
Speaker 2
uh-huh, yes sir. You're welcome. And... you may check our website, and... support dot linux dot com. And... if you already have Raid NODE, and... you're having problem adding it to the network, just... give us a call, okay? Okay, you're welcome. So, thank you for calling Linux, sir. This is Scarlett. Bye for now. Umm... I see. Yes? Yes... yes sir. Yes sir. uh... you may try to do a reset, and then reconfigure. uh-huh, and then fast forward to firmware upgrade. if it is not on the latest firmware. Uhh... so, by the way, let me just um... um... create a record for this. Can I have your phone number? uh-huh.
08:00
Speaker 1
Four zero one two. Scott Hughes. H U G H. WHES. AH HW. I don't know which one I put in the system when I register. Um, road Road art at BellSouth.net. Yes. yes. Yes. Yes. Thank you. Thank you. Yes. Yes. Yes. All right, bye bye. [silence]
09:00
Speaker 2
first and the last name? Can you spell your last name, sir? Okay. And how about your email address? So that's R-O-A-D-A-R-T A R T at busoff dot net. Correct? Okay. Thank you. All right. So thank you for this information, sir. So again, if you need assistance in the future, feel free to give us a call. Okay? You're welcome. So thank you for calling Lindsay. This is Scarlett. Bye for now.
09:00