⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving the actual request by pushing an unsupported hardware upgrade path instead of providing accurate compatibility guidance or troubleshooting options.
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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)
V2 Grader Summary
The agent failed to address either part of the customer’s request — using two masters or recommending a compatible USB Wi-Fi adapter. Instead, they provided factually incorrect information about product obsolescence and cross-generation compatibility, avoided troubleshooting, and pushed an unnecessary hardware replacement. This constitutes avoidance of the actual support need, resulting in an unresolved case with high customer effort and misinformation.
V1 Case Analysis
Customer asked about adding a second master to a WHW03 Velop mesh and for a USB Wi-Fi adapter. Agent incorrectly suggested buying a new Wi-Fi 6/7 router and using the existing WHW03 as a slave, providing no viable solution or adapter recommendation.
Troubleshooting Steps
Acknowledged that two masters would create two separate networks
Incorrectly suggested replacing the master with a Wi-Fi 6/7 router and demoting WHW03 to a slave
Key Observations
Agent provided materially incorrect technical advice: WHW03 series cannot be mixed with MX6200/MBE7000 series nodes per KB velop_mesh_compatibility.md
Agent referenced non-existent 'Noflek' device and used 'Lynsys' instead of 'Linksys', indicating confusion or hallucination
No USB Wi-Fi adapter recommendation provided despite explicit customer request
No firmware version verification performed, which is required for WHW03 compatibility checks
Call ended without confirming understanding or offering a valid next step
Positive Highlights
Agent correctly identified that two master nodes would result in two separate networks
Agent Errors / Gaps
Provided factually incorrect compatibility guidance: WHW03 series cannot be mixed with MX6200/MBE7000 series nodes (contradicts KB)
Claimed WHW03 could become a slave to a newer router, which is unsupported
Referenced non-existent 'Noflek' device (not a Linksys product)
Used incorrect brand name 'Lynsys' multiple times instead of 'Linksys'
Failed to provide any USB Wi-Fi adapter recommendation despite direct customer request
Did not verify WHW03 firmware version, which is required for compatibility checks
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the core request: whether two masters can coexist or recommend a compatible USB Wi-Fi adapter. Only suggested buying a new router without confirming feasibility.
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic steps taken — agent did not verify firmware, check compatibility, or explore actual network topology. Jumped straight to unsupported hardware replacement advice.
R3Not MetCorrect resolution pathconf 96%
Recommended replacing working hardware as primary solution, which is not appropriate. No attempt to troubleshoot or offer best-effort guidance for USB adapter compatibility despite OOW status.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent repeated customer’s phrasing but asked no clarifying questions (e.g., about ISP types, intended use case) and failed to identify root cause of confusion around 'two masters'.
No KBs, tools, or internal resources referenced — agent made claims about product discontinuation and firmware without evidence or lookup.
T3Not MetNo misinformationconf 97%
Technically inaccurate: implied WHW03 is obsolete and cannot be a parent, contradicting KBs that confirm WHW03 nodes can still function as parents in same-gen mesh; also misstated that newer nodes can demote old master to slave across generations, which is false per velop_mesh_compatibility.md.
Communication
C1Not MetClear & professional languageconf 93%
Failed to set expectations, allowed long silences, and did not guide conversation — customer had to re-ask for adapter recommendation after agent veered off-topic.
C2Not MetConfirmed understandingconf 92%
Used incorrect terms like 'Noflek device' (ASR for Velop?) and 'slave', without adapting language or confirming understanding; communication was confusing and unprofessional.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Did not take ownership — redirected to purchase new equipment instead of researching compatible USB adapters or explaining limitations.
O2Not MetProactive follow-throughconf 94%
No clear next steps provided — only vague suggestion to 'purchase the latest one' with no model names, setup instructions, or timelines.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior case history or handoff context needed.
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 91%
No empathy expressed — ignored customer’s effort in setting up current system and dismissed request without acknowledgment of frustration.
X2Not MetTone & rapportconf 90%
Did not adapt to customer’s confusion or repeated questioning; continued with scripted response despite lack of engagement.
X3Not MetOverall experienceconf 93%
Customer repeated request multiple times due to unclear responses; agent increased effort by failing to answer directly or provide usable information.
Call Transcript10 turns · 10 lines
Speaker 1
yes, I have a uh...
00:00
Speaker 2
OK.
00:00
Speaker 1
Linksys mesh router system here. It's the WHW03 version. Um it it works great. It has worked great ever since I put it in. But I have a question. Um I'm going to call it the master, the one that the the um the LAN plugs into. Is it possible to have two masters on on my network? that would be two separate networks? because I right now I got one master and two slaves. I don't know if I'm calling the right thing but one master and two slaves and um.
01:00
Speaker 2
Okay, so yes uh yes sir, it's possible that you have two masters. Um, but you will have two networks, since you have two masters. Yes, that will be two separate networks.
01:00
Speaker 1
I'm wondering, if I can and that the current master is with a cable oriented Wi-Fi service and the second master, I want to put in would be with a fiber optic service. And that's why I'm asking if I could put two networks on the same or two masters on the same network. Okay. Okay. All right. All right. does Lynsys can you recommend a Lynsys Wi-Fi slave that I can plug into my computer that would work best with this network with this Lynsys master.
02:00
Speaker 2
uh um no sir it should be different networks so you will have two networks sir not uh one network only i see all right
02:00
Speaker 1
Okay. [silence] Yeah, so is there a is there a um, a slave device I can plug into my USB port on my computer that'll communicate best with this existing lynx sys master, this mesh network?
03:00
Speaker 2
Since this device that you have, sir, was already a part of the Noflek device, it means that we don't manufacture this device anymore and also no updated firmware. What I can highly suggest to you, sir, is to purchase the latest one, which is Wi-Fi 6 and Wi-Fi 7 capable already. Since this mesh router that you have is Wi-Fi 5 only. [silence] If you want to purchase a new one, the new one should be the master and this master that you have should be a slave. [silence]
03:00
Speaker 1
Okay, I'm just, all right. I'm going to have to keep my existing mastering slaves, but I just wanted to hook up more computers to it through a Wi-Fi device I plug into the computer. I'm looking for a recommendation on that Wi-Fi device. there should be something like since makes right. Okay. All right. Thank you very much. [silence] Not on the Microsoft, yep. okay. Okay. All right yeah just Thanks. Oh there you. Yep that's for sure. okay Ohio 1 6 4 7 5.
04:00
Speaker 2
Yeah, sure. So it should be I am Linksys however, um, since it's already outdated this router that you have are this Mets that you have. So I can't what I can highly suggest is you purchase the latest one and make it a master. And then this, master that you have will be asleep and it will go on smoothly also. It will connect also. Thank you so much alright. Sir have a good one.