V2 Rubric Detail — b931e9fe-7a19-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:37
Duration
8m 4s
Contact
Jeff Adise
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#PR00136115
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: LED keeps blinking blue

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-36.5)

V2 Grader Summary

The agent failed to address the customer's core need for remote reboot capability, provided technically inaccurate information about MX6200/MX4200 compatibility (contradicted by KB), performed no troubleshooting, and offered no empathy, ownership, or next steps. The call ended without resolution, escalation, or meaningful customer support.

V1 Case Analysis

Customer has an MX4200 mesh network with a failing node and seeks a compatible replacement that supports remote reboot. Agent incorrectly recommended MX6200 as backward compatible and did not resolve the remote reboot requirement or provide concrete next steps.

Troubleshooting Steps
  • Agent confirmed customer's existing MX4200 mesh setup and failing node.
  • Agent recommended MX6200 and MX5500 as replacement options, incorrectly stating MX6200 is backward compatible with MX4200.
  • Agent explained that a new model would need to be set as the parent node, requiring a full network reset.
Key Observations
  • Agent incorrectly claimed MX6200 is backward compatible with MX4200, directly contradicting KB guidance on mesh compatibility.
  • Agent did not address the customer's requirement for remote reboot functionality, leaving a critical need unmet.
  • No KB articles, self-help resources, or escalation paths were provided despite unresolved issues.
  • Call ended abruptly without confirmation of understanding or next steps.
  • Agent demonstrated partial understanding of mesh hierarchy but lacked critical compatibility knowledge.
Positive Highlights
  • Agent correctly identified that a newer model would need to be set as the parent node and require a full network reset [01:00].
  • Agent acknowledged setup complexity and attempted to reassure the customer about ease of use [05:00].
  • Agent maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • At [02:00], agent stated 'it is backward compatible so you can add the MX4200 as your child node.' This is factually incorrect per velop_mesh_compatibility.md, which explicitly states that MX6200 (Cognitive Mesh) and MX4200 (Intelligent Mesh) cannot be mixed in the same network.
  • Agent did not correct the compatibility error when the customer followed up at [04:00] about maintaining the hardwired parent-child relationship.
  • Agent failed to address the remote reboot requirement raised at [06:00], providing no information on cloud management, Smart Wi-Fi, or remote access capabilities for the recommended models.
  • No case notes, KB references, or follow-up resources were provided to the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never addressed the customer's remote reboot issue; only recommended incompatible hardware (MX6200/MX5500) without solving the core problem.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic questions or troubleshooting steps were performed; agent jumped directly to hardware recommendations without verifying symptoms or configuration.
R3 Not Met Correct resolution path conf 97%
Agent recommended MX6200/MX5500 as compatible with MX4200 despite KB confirming different mesh generations (Intelligent vs Cognitive) are incompatible; no best-effort troubleshooting offered for OOW scenario.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms or root cause of remote reboot failure; assumed upgrade was needed without clarification or logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, firmware check, compatibility KB) were used or referenced; agent relied on incorrect assumptions instead of verifying cross-generation mesh support.
T3 Not Met No misinformation conf 100%
Agent stated 'it is backward compatible so you can add the MX4200 as your child node' regarding MX6200, which directly contradicts velop_mesh_compatibility.md KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic flow but failed to set clear expectations, summarize, or manage transitions; call ended abruptly without confirmation or closure.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'Cognitive Mesh' and 'Wi-Fi 6E' without explanation and did not confirm customer understanding despite repeated 'Okay' responses.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of the remote reboot issue; offered no workaround, escalation, or follow-up, and dismissed the customer with hardware suggestions only.
O2 Not Met Proactive follow-through conf 93%
No next steps, timelines, or follow-up commitments were provided; customer left with no actionable guidance beyond purchasing new hardware.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Customer expressed critical unresolved need (remote reboot) and confusion over compatibility — warranted escalation, but agent closed call instead of escalating.
E2 Not Met Escalation prep & handoff conf 91%
No escalation was performed despite clear technical complexity and risk of misinformation; customer was dismissed without proper handoff or explanation.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s frustration ('That's a pain') or extended absence; responded only with product pitches and no acknowledgment of effort or history.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt to customer’s tone of frustration or clarify understanding; continued pushing incompatible solutions without checking alignment or adjusting communication style.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by suggesting incompatible hardware, forcing potential re-purchase and re-setup, while ignoring the existing remote-access need and requiring full network reconfiguration.
Call Transcript16 turns · 16 lines
Speaker 1
Yes, I have a mesh network of MX 4200s, I have actually there's three, there's one that's bad, and it's very difficult to find a 4200. Is there another model that will seamlessly integrate with the 4200s that I can use within this mesh network?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality of 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. While waiting, you may also visit support.linksys.com for more information about your product. Thank you. [silence] Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? [silence] Yes, sir. We do have [silence]
00:00
Speaker 1
Okay, so I would replace the parent node as the main router and then now would that mean I have to change the entire network around and re-establish it? Or Hm.
01:00
Speaker 2
Actually, more advanced routers than the mx 4,200. because I believe after the MX 2000, it's the MX 4200. However, if you're going to get those newer models, it would need to be set as the main router instead of being a child node. Yes, you need to... you need to go on reconfiguration. So, uh you probably need to reset all the your, all your routers and set it up from scratch.
01:00
Speaker 1
That's a pain. Okay. And what's the difference between uh the 4200s and and which model would you recommend that can that can integrate into uh uh mesh of 4200s? Okay. Okay.
02:00
Speaker 2
I would recommend the MX 6,200. That's Velo Pro 6E. So aside from it support the Wi-Fi standard 6E, it does have a, I mean, it's integrated with the latest technology, which is Cognitive Mesh technology, which it optimizes itself every time it experience low speeds or intermittent signal. So it, you don't have to really deal with it, 'cause it optimizes its itself.
02:00
Speaker 1
[silence] Well, I mean, I've got five nodes in a 6,000 square foot, 6,000 square foot space, and I still don't don't have great coverage. Okay, and but
03:00
Speaker 2
And aside from that, it is more like fast... it is faster than the older model and it is using a more advanced technology so you can expect that it is... I mean, it can cover a large... a large area so it can help you eliminate those, uh, dark spots. I mean, uh... yeah. Yeah. And one node of the MX 6200 can already cover up to 3,000 square feet. So... yeah it it, um...
03:00
Speaker 1
Uh Uh. Okay Okay, so the the 60 MX 60- 200. Okay. And I have those. Let's see. The parent node is hardwired to one of my child nodes. If that can stay the same, I'm assuming. Okay. Yes. Yeah. And so with the 6,200 I'm assuming I could do the same thing. Yeah. Uh just checking. I wouldn't think it would be anything other, but I don't want to be surprised. Okay.
04:00
Speaker 2
And it is backward compatible so you can add the MX4200 as your child node. Yes, sir. Yes, sir. You mean like one of your one of your node is hard wired to the main router? Your parent node? Yeah. Yeah. Yes, sir. Of course. Mm. But if you want, we also have the latest...
04:00
Speaker 1
And. Uh. no. No, I just need something that's that's reliable and and whatnot. Uh. and um. Uh, because the setting up the 4200 took uh. took some time. It was a very cumbersome process. Um. are you saying that if if if I have the 6200, does that change or is it still very cumbersome to to set up the uh. uh. the network.
05:00
Speaker 2
So, it supports... [silence] But I don't think you really need to upgrade to 7,000 if you don't have those devices that can support the Wi-Fi 7. [silence] The [silence] Yeah. [silence] Actually, [silence] Well, it would be [silence] it would be the same though, but uh we do have actually um a way to [silence]
05:00
Speaker 1
All right, because what what I have now is the, um, I need to be able to reboot, uh, remotely. And for whatever reason, uh, I'm not able to reboot. They said I had to redo the network, uh, to be able to reboot, uh, remotely. Cuz I'm gone for six months at six months at a time. And so, I need to be a login reboot and reboot the entire network. And right now I can't do that. Okay. Alright. Okay.
06:00
Speaker 2
To easily add the nodes without using the Links app or the web interface, thank you that would be more convenient. Mm-hmm. Oh, I see. Mm-hmm. Mm-hmm. Yeah, unfortunately Okay, no problem, sir. You can always reach out to us in case you need further assistance with regard to your system or network. But, uh, yeah, uh, that's that's the
06:00
Speaker 1
as you go down like a 5500 or what, what's the differences between uh some of those other models? And, uh, uh, 4200 mesh. um okay. Okay, I appreciate it. Thank you very much.
07:00
Speaker 2
Yes, yes. Uh, you can actually uh add the MX 5500 but then again, it should be set up as the parent node since it uh, it has, I mean it's more advanced than the MX 42. Alright, so, no problem. Alright. Bye for now. Have a great day.
07:00