V2 Rubric Detail — b4987420-808c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:35
Duration
9m 59s
Contact
214-952-4060
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall59.2% (-10.8)

V2 Grader Summary

The agent appropriately recommended the MX-6200 mesh system for the customer's 1 Gbps fiber and large home but failed critically on technical accuracy by validating a non-existent 'BE-5000' model as Wi-Fi 7 and omitting the Cognitive Mesh parent-node requirement. While the interaction was courteous and maintained basic call control, unresolved customer confusion about model compatibility prevents full resolution. No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer (Dave Howe) seeking mesh router recommendation for 4,062 sq ft home on AT&T fiber; advised MX6200 three-pack, coverage per node ~3,000 sq ft, wired backhaul preferred, can add extra nodes later. Incorrectly referenced MBE7000 as 'Micro 7'/'Lenský 7' with Wi-Fi 7 claims.

Troubleshooting Steps
  • Gathered basic environment details (internet speed, home size).
  • Provided product recommendation (MX6200 three-pack).
  • Explained node coverage and wiring considerations.
  • Addressed customer questions about MBE7000 (with inaccuracies).
Key Observations
  • Agent accurately recommended the MX6200 for the customer's bandwidth and coverage needs, including coverage per node (~3,000 sq ft) and wired backhaul benefits.
  • Call contained long silences and filler words, reducing efficiency.
  • Agent incorrectly referred to the MBE7000 as 'Micro 7', 'Lenský 7', and 'BE-5000', and misrepresented it as a Wi-Fi 7 system (it is Wi-Fi 6E), which could mislead the customer about product capabilities.
  • Agent did not correct the customer's misunderstanding that MBE7000 supports Wi-Fi 7.
  • No warranty or serial number collection was required for this feature inquiry.
Positive Highlights
  • Accurate recommendation of the MX6200 for the customer's bandwidth and coverage needs.
  • Clear explanation of node coverage (~3,000 sq ft) and the benefit of wired backhaul.
  • Confirmed compatibility for adding additional nodes later, aligning with KB guidance on Velop compatibility.
  • Polite and professional tone throughout the call.
  • Set realistic expectations about signal limitations through walls and windows.
Agent Errors / Gaps
  • Incorrectly referred to the MBE7000 as 'Micro 7', 'Lenský 7', and 'BE-5000', which are non-standard and confusing product names.
  • Implied the MBE7000 was a Wi-Fi 7 system, which is factually incorrect per KB (MBE7000 is Wi-Fi 6E).
  • Failed to clarify that the MBE7000 is Wi-Fi 6E, not Wi-Fi 7, despite the customer's direct inquiry.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Agent recommends MX-6200 but does not confirm customer's actual purchase intention or correct confusion between MBE-7000 and invalid 'BE-5000' models, leaving resolution uncertain.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent asks about home size (4,062 sq ft) and AT&T fiber speed but skips key diagnostics like verifying model numbers (BE-5000 vs MBE-7000) or clarifying mesh compatibility requirements.
R3 Partially Met Correct resolution path conf 85%
Selects MX-6200 appropriately for 1 Gbps fiber and large home, but fails to address customer's active consideration of MBE-7000 (Cognitive Mesh) or explain that adding nodes requires a Cognitive Mesh parent.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Identifies symptoms (coverage needs, 1 Gbps plan) but does not probe diagnostic details like intended node placement, backhaul type (wired vs wireless), or clarify Wi-Fi 7 vs 6E performance differences.
T2 Met Appropriate tools / resources used conf 95%
No diagnostic tools were required for a pre-purchase product recommendation call; agent correctly proceeds without remote access or admin dashboard, relying on KB-backed knowledge.
T3 Not Met No misinformation conf 95%
Agent validates non-existent 'BE-5000' as Wi-Fi 7 equivalent ('already Micro 7 built mesh') and omits critical KB requirement that Cognitive Mesh nodes must have a Cognitive Mesh parent (MBE-7000 series).
Communication
C1 Partially Met Clear & professional language conf 82%
Maintains basic call flow but exhibits long silences ([03:00], [04:00]) and lacks clear opening framing or expectations; fails to refocus when customer drifts into model-name confusion.
C2 Partially Met Confirmed understanding conf 78%
Uses plain language but does not confirm understanding when customer misnames products ('Lenský 7', 'BE-5000', 'Micro 7'), missing opportunities to clarify terminology and prevent misunderstanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the interaction from start to finish, provides recommendations, and does not transfer the customer elsewhere despite confusion.
O2 Partially Met Proactive follow-through conf 80%
Tells customer they can call back if setup fails but sets no concrete timeline, next steps, or follow-up commitment (e.g., 'call us if it will not work' without documenting case for continuity).
O3 Not Applicable Closure confirmation conf 100%
This is the first contact with no prior case history to reference; customer initiates new inquiry about product selection.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for a pre-purchase consultation call about product compatibility and coverage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remains polite and appreciative throughout ('Thank you for calling... I appreciate your help'), acknowledges customer's situation, and stays courteous despite confusion.
X2 Met Tone & rapport conf 90%
Matches customer's informal tone, uses affirmations ('uh-huh', 'yeah'), and checks comprehension (e.g., confirms node addition flexibility); keeps customer engaged without overwhelming technical jargon.
X3 Met Overall experience conf 91%
Avoids unnecessary repetition or steps (e.g., directly addresses coverage questions, provides actionable advice), and does not require customer to repeat information already provided.
Call Transcript20 turns · 20 lines
Speaker 1
Hi May, my name is Dave Howe, I'm calling from Dallas. I was, uh, I'm moving into a new home next week and I wanted to talk to somebody about, um, your wireless routers. The, how do you pronounce enive? Velop. Yeah.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is Mae. How can I help you? To help us better diagnose the problem, we will need to know which router you currently own, and which one you're planning to buy. The Valence Mesh. [silence] Since your planning to move in, just make sure to remember which one is which, like the current parent node that you have right now, make sure that's the one that will be plugged in to the new location.
00:00
Speaker 1
so you so yes so I I'm getting uh AT&T fiber it's uh up to one gig speed um I the routers that I have now are are DSL I guess so uh I need to get some and I've been on the website um and I just want to make sure I buy the right one [silence] okay okay let me get it uh so um micro okay I'm on the website just trying to find you the [silence]
01:00
Speaker 2
ation. Are you think will you be using a new modem, then, on that new location? So what's the model number that you're eyeing with buying to buy? If you ask me, I'll recommend our MX 6200. That's a Gigabit router and also a Wi-Fi 6E mesh already. [silence]
01:00
Speaker 1
Would I not want to go with the 7? Yes. Like I can get on Amazon, I see the the uh VELOP a Micro 7 uh dual band uh, with a BE uh, 5,000 Wi-Fi 7 mesh system. And then and then my house is like 4,062 square feet, the the thing on um on uh Amazon, says it with the three different routers uh, or I guess I call it the three pack. Um, it covers 6600 square feet and there's an outdoor area right outside the living room where there'll be a TV,
02:00
Speaker 2
MX 6200. If it's available, then you can. As far as I know, there's no... you're calling from US, right? Okay. Yeah, that will work. That's even higher when it comes to wireless standard.
02:00
Speaker 1
Do you think that'll be enough coverage? [silence] So I could put one close to the window outside and would that help? [silence] Right, and the node even though it's through like a plateglass window, it would probably be probably 25 feet from the television that I'll connect to it.
03:00
Speaker 2
Okay. Each of it can broadcast up to 3,000 square feet when it comes to the wireless signal, but for a perfect environment, if there will be walls in between already thick walls or windows, then the signal will be limited. If you're planning to purchase three packs, so um, that will do. Right. Mhm. As long as there's a node nearby. [silence] It will work. [silence] If possible. [silence] ah yeah, because this device doesn't have
03:00
Speaker 1
[silence] be enough to run a TV? I'm not running 8K or anything. Um, um, [silence] Okay, should I consider um another unit like the Velop Pro 7.
04:00
Speaker 2
[silence] Yes, it will. [silence] Are you planning to purchase this [silence] one in Amazon? They have. Okay. So you [silence] can try to set it up. Uh, this and you can call us and we can help you if ever it will not work. I believe they have the [silence] return policy. You can then return it just in case it will not work for you. [silence]
04:00
Speaker 1
right. The waves won't go through, right? Yeah, I understand that, but I I'm saying for the additional ethernet port uh uh ports, and doesn't it um doesn't it uh have a higher BE rating? Does that mean much? [silence] Right.
05:00
Speaker 2
yet. But, uh you know what, uh just to let you know, it doesn't matter if it's Wi-Fi 6 or Wi-Fi 7, if it's the distance involve or if there's really like thick wall or uh Windows, then it will not really help even though you're using already the latest Wi-Fi standard. So, Okay. Yeah. Uh, yeah. So, if you can manage to have it wired, even much better to secure signal even though the distance is kind of far.
05:00
Speaker 1
Right. Um, Hmm. Okay. And, uh, any idea where I could get, uh, find, uh, the Lenský 7 to see what that would cost with three nodes? [silence] So, so you're subjects, so if I understand you correctly, the, what I'm looking at on Amazon right now is the Lenský 7, dual band, DE 5,000 Wi-Fi [silence]
06:00
Speaker 2
as long as it's wired. Yeah, before, it's still available in Amazon and Best Buy. And last time I checked, it was available in Amazon. But right now, I think it's already out of stock for our MBE-7000. So good thing if you can still find this BE-5000 is this is equivalent to Wi-Fi 7 'cause it's a already Micro 7 built mesh.
06:00
Speaker 1
five 7 mess setup, uh, four Wi-Fi streams up to five gigabits per second, 6,600 square feet. That's the three pack. You think that'll cover me? And worst case, I just return it. And kind any idea if I wanted to wait until early next week for the pro. Um, any idea how long they'll be out of stock? I see you and the only real connection um,
07:00
Speaker 2
uh huh. yes and there's yeah it's been once since uh the device is been out of stock in your area and we don't have news yet as to when they were going to manufacture again this um much this MB 7000. so there's no new news yet as to when it will, uh it will be there.
07:00
Speaker 1
the only real connection to the the,uh, these, um, uh, the micro 7s is it looks like there's a ethernet connector and that goes to the AT&T modem. Okay, so I could put a so I could put an extender next to like in my office and that would help with speed, right? Okay, it sound it sounds like that I can get away with the micro 7. Thank you. Bye bye. Well, I was just so but but um and I appreciate your help very much. Um, So, if I want to run like four TVs in I work out of my home, I should be okay. [silence]
08:00
Speaker 2
Uh-huh.
08:00
Speaker 1
Right. Perfect. One last question. Um, let's say, uh, I want to go ahead and add one more node. I can do that as long as it's of a micro 7, right? I continue to add one more node, and it gives me, um, yeah, that gives me flexibility. Perfect. All right. Thank you. You've been very helpful. I appreciate it, man. All right. Bye.
09:00
Speaker 2
Yeah, you can use your devices simultaneously. This is already an up, uh, up, up-to-date wireless technology. So, even if you'll use your devices at the same time, your connection should be still okay. Velop. Velop Mesh. It's compatible. Linksys. Mm-hmm. If, in the future, you need, um, more signals, so you can add more nodes. You're welcome. You take care. Bye bye. Bye.
09:00