V2 Rubric Detail — bb98b9c6-7af4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 17:44
Duration
9m 5s
Contact
Bobby Sandler
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00136203
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall30.1% (-25.9)

V2 Grader Summary

The agent failed to provide technically accurate information, incorrectly stating that WHW03 nodes are compatible with MX5300 — a direct violation of KB guidance. No troubleshooting or tool use occurred, and the customer was given misleading advice that could lead to failed setup attempts. While ownership was demonstrated, the lack of accuracy and proper resolution renders the outcome unresolved.

V1 Case Analysis

Customer inquired about adding VLP01 and WHW03 nodes to existing MX5300 mesh. Agent correctly confirmed WHW03 compatibility but incorrectly suggested VLP01 might work. Advised on node spacing (15–20 ft) and no hard node limit. VLP01 is incompatible per KB; customer given inaccurate guidance.

Troubleshooting Steps
  • Collected model numbers of proposed nodes (VLP01, WHW03)
  • Provided compatibility assessment based on product generation
  • Advised on node count limits and optimal placement spacing
Key Observations
  • At [04:00], agent incorrectly referred to the Linksys system as a 'Cisco router', indicating a fundamental product knowledge gap.
  • At [04:00], agent misidentified VLP01 as 'VPL-416', a non-existent model, showing poor model recognition.
  • At [05:00], agent stated 'Actually, it will work' regarding VLP01, directly contradicting KB rules on cross-generation compatibility.
  • At [01:00], agent inserted irrelevant comment about 'Linux devices' with no connection to the query.
  • Agent failed to cite or apply the cross-generation compatibility rule from velop_mesh_compatibility.md, which clearly states MX5300 (Cognitive Mesh) and VLP01 (Intelligent Mesh) cannot be mixed.
Positive Highlights
  • Correctly confirmed that WHW03 can be added to the existing MX5300 system at [05:00].
  • Provided accurate guidance on node spacing, recommending 15–20 feet apart at [08:00].
  • Correctly advised that there is no hard limit on the number of nodes, though too many may cause interference at [07:00].
Agent Errors / Gaps
  • Referred to the Linksys product as a Cisco router at [04:00].
  • Incorrectly stated the VLP01 node 'will work' with the MX5300 mesh at [05:00], contrary to KB documentation.
  • Misidentified the VLP01 model as 'VPL-416' at [04:00].
  • Provided irrelevant and confusing comment about 'Linux devices' at [01:00].
  • Failed to correctly apply the cross-generation mesh compatibility rule between Cognitive and Intelligent Mesh systems.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent incorrectly stated WHW03 is compatible with MX5300 and VLP01 will work but has no support; no valid resolution path provided.
R2 Not Met Diagnostic thoroughness conf 90%
Agent performed no troubleshooting steps or diagnostic questions; simply gave information without investigation.
R3 Not Met Correct resolution path conf 95%
Agent recommended adding incompatible WHW03 to MX5300 system, violating KB guidance; failed to suggest purchasing compatible nodes or explain OOW limitations properly.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process: agent did not identify symptoms, ask relevant questions, or determine root cause; jumped to incorrect conclusion about compatibility.
T2 Not Met Appropriate tools / resources used conf 90%
Agent should have used compatibility documentation (e.g., velop_mesh_compatibility.md) to verify cross-generation support but did not reference any tool or KB; skipped a tool the scenario clearly required.
T3 Not Met No misinformation conf 100%
Agent claimed WHW03 is compatible with MX5300, which is explicitly contradicted by velop_mesh_compatibility.md; also called device a 'Cisco router' and mentioned 'Linux devices' — all materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but had long silences, failed to set expectations, and made off-topic remarks (e.g., 'many reasons to purchase new Linux devices').
C2 Partially Met Confirmed understanding conf 80%
Used simple language but introduced confusion with inaccurate terms (Cisco, Linux); did not confirm understanding or adapt to customer's clear confusion about placement.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to answer all questions without deflecting responsibility.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment given; customer left with incorrect compatibility info and no action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Compatibility question is within L1 scope; escalation not required. Agent correctly handled it at support level 1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge customer effort or confusion; tone remained neutral without empathy for potential wasted effort.
X2 Partially Met Tone & rapport conf 80%
Agent responded to questions but failed to adjust for customer's confusion about node spacing and compatibility, offering contradictory advice.
X3 Not Met Overall experience conf 95%
Provided factually incorrect compatibility information, risking customer purchasing and attempting to integrate incompatible hardware.
Call Transcript17 turns · 18 lines
Speaker 1
Hi there. I have a Linksys system, with I'm using MX5300, MX5300 towers. And I have some smaller nodes. I wanna add to them and somebody offered to give me two of their nodes and I wanna know if they will work with my system. I can give you the model numbers and can you tell me if they will work or whether I need to buy something different?
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. While waiting, you may also visit support.LinkSys.com. Support.LinkSys.com for more information about your product. Hi. Thank you for calling LinkSys. This is Regina Pulpois today. Okay. Hanly, can we provide a serial number? [silence]
00:00
Speaker 1
I don't have this. You need a serial number or a model number? In other words, Well, I have a model number is MX208M as in Mother, S as in Sam2. And MX20M S3. I have, they want to give me two of nodes like that and uh I just don't want to, I want to see if those are compatible with my system or whether I should go buy something different. Um, you want to know why I want more nodes? I want more because um I have a big house and there are places where I'm not getting good reception even though I have two, I have two MX5300s and then I have two of two smaller units.
01:00
Speaker 2
There are many reasons why you'd need to purchase new Linux devices.
01:00
Speaker 1
numbers of those. Let me see. Can tell you the model numbers of those? It's a let's see. Model WWH01 I think on the put my glasses on. I have two of those small ones and I had two for the larger ones. And I want to know whether these two that my friend is offering to give me will work with this system because I want to extend. I want to put some more nodes in the house. Yeah. [ Silence ] No, it's an MX, MX, MX 20MS2 and an MX 20MS3. There's two different, uh, nodes. They call nodes, I think they're called notes. And I just want to know whether they are compatible with my system or whether they won't work and I should go buy some new MX 5300s. Yes. Excuse me. [silence]
02:00
Speaker 2
okay so your friend would like to get a router which is an mr20ms
03:00
Speaker 1
Let me get, I have a photograph. Let me look again. Okay, hold on. They sent me a photograph. All right, it's a Linksys and it's model. Oh, I see. You're right. It's different. Model number VLP 1011. VLP 01 on one of them and let me see what the other one is. The other one is model WHW 03. Those are the two. I got the model numbers wrong. Sorry.
04:00
Speaker 2
So you have a Cisco router. And is that the model number on the bottom of that device? Look for the model number underneath. It's okay. Okay. So actually, there are technically mesh devices that are compatible with each other. But then regarding the VPL-416, this router is already end of support. So we
04:00
Speaker 1
the V. No. Oh, so it won't, you think it won't work? Okay, so the WHW03, I could get support for that and I could call and pay for support, then you could tell me how to hook that up to my system, is that correct? Okay. Okay, but the VLP01, I-
05:00
Speaker 2
This router is already is no longer the VLP 01 is no longer received software or security updates. Actually, it will work, but regarding with the VLP 01 it is no longer received software or security updates and is no longer eligible for technical or warranty support except for the WHW03. Yeah. For the WHW03, you can still assist you setting up that one or to add that node to your existing mesh system except for the VLP 01.
05:00
Speaker 1
Would not be able to connect because I would get no support for that. Okay. Okay, no support for that. And is the WHW03, is that less powerful than the MX5300? Okay. But it, but it will work. How many, how many, um, nodes can I have in one system? Um. Is there a limit? It's three floors. It's three floors, it's only 1800 square feet except that there's a cot there's a little. Um, there's a a cottage out back which is another 25 feet away from the structure. So I want to put uh, about 20 feet away. I want to put a, you know, a node near the back door and then a node in the cottage. So, um, that's why I want to get two more nodes so that I so that [silence]
06:00
Speaker 2
Yeah. Yeah. Yeah, it's over the end of support. Yes. May I ask how big is your house and how many floor levels does it have? [silence]
06:00
Speaker 1
I can get that coverage back there. I have four right now, yeah, and so I would, you know, I'm going to add at least one, but maybe two. I'll buy one as well. So, yes. I've already done that. I have four. I have them all set up. They've been set up for months. So, all I am wanting to know is how many more can I add to one system? Is there a limit to how many nodes can be on one mesh system? [silence] Might cause [silence] what? They they might interfere with each other. interference with each other. [silence]
07:00
Speaker 2
so you have four four linksys devices in total. for the meanwhile just since you have four linksys devices, um, set up that node and then observe the connection. there's no limit sir but having a lot of nodes might cause also an interference from each other, uh, interference. yes, if you have a lot, exactly, if you have a lot of nodes.
07:00
Speaker 1
Nodes it could be worse than having a little bit of Nodes. What happening. So you want you want to have them spaced far apart. Is that correct or or do you need them? I see. Cuz in the past sometimes when I wasn't getting reception they told me to put the Nodes closer together. So I'm confused as to whether I whether I should have them closer or further apart, so I guess I have to uh just spaced them about 20 feet apart. Is that what you want? No more than that? No more than that, but it's best to have it not be less than that. So around 20 feet it's the very best. Like 18, 19, 20 feet is the best. Okay. Thank you very much. I appreciate that and I'll uh I'll call you back with more questions before I buy anything more. Thank you so much. Appreciate it.
08:00
Speaker 2
yes that's 15 to 20 feet apart is enough yes yes yeah sure here welcome sir and have a great day
08:00
Speaker 1
Thank you. Bye now.
09:00