V2 Rubric Detail — bfdc8de4-709c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 13:49
Duration
11m 9s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134752
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp3.21/5
Overall44.9% (-29.1)

V2 Grader Summary

The agent provided factually accurate product information and maintained ownership, but no resolution occurred and no next steps were established. The interaction was appropriate for a pre-sales inquiry but scored low on resolution and follow-up due to the lack of actionable outcomes.

V1 Case Analysis

Customer asked about Velop mesh systems for 5,000 sq ft, 500 Mbps, and wired ports. Agent explained MX6200/MBE7000 specs, coverage, speed, warranty, and purchase options. Customer will research and call back.

Troubleshooting Steps
  • Provided model recommendations (MX6200, MBE7000).
  • Explained coverage area and node spacing.
  • Confirmed speed compatibility (up to 1 Gbps).
  • Described warranty terms (3-year for Wi-Fi 6E nodes).
  • Advised on purchase channels (Amazon, Best Buy).
Key Observations
  • Agent provided accurate technical details about speed, coverage, and warranty.
  • Call lacked a definitive next-step agreement; customer left to decide independently.
  • Some repetition around model numbers (MBE7000 vs MX6200) reduced efficiency.
Positive Highlights
  • Accurate information on device capabilities and warranty terms.
  • Provided clear purchase options and set realistic expectations.
Agent Errors / Gaps
  • Did not confirm customer's purchase intent or guide toward a definitive product selection.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended the call by saying 'I'll do my homework and I'll call you back' — no issue was resolved or outcome achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent provided product specs but did not conduct any diagnostic troubleshooting; no questions were asked about existing setup, environment, or symptoms.
R3 Met Correct resolution path conf 95%
Agent correctly provided product compatibility, warranty differences, and purchase guidance — appropriate for a pre-sales inquiry with no active issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process was applied; the interaction was purely informational with no root cause analysis or symptom investigation.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (admin UI, remote session, logs) were needed or applicable in a pre-sales product inquiry.
T3 Met No misinformation conf 95%
Agent accurately stated Velop Micro 6 supports up to 1 Gbps, covers 5,000 sq ft, and that MBE7000/MX6200 have 3-year warranty — all factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted and responded but failed to set clear expectations; long silences and lack of agenda weakened call control.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple terms but introduced 'Wi-Fi 6E' and 'mesh technology' without checking understanding; customer struggled with model numbers.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to end, did not transfer, and handled all questions personally.
O2 Not Met Proactive follow-through conf 95%
No specific next step or timeline was established; agent left follow-up entirely to customer ('you can check Amazon or Best Buy').
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — this was a product inquiry, not a support case.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used 'rest assured' and 'I understand' but tone remained scripted; no personalized acknowledgment of customer’s frustration or effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a polite pace but did not adjust for customer’s confusion over model numbers or placement limitations.
X3 Met Overall experience conf 95%
Agent provided all requested product details without requiring repetition or unnecessary steps.
Call Transcript22 turns · 23 lines
Speaker 1
Hey Josh, hi, I was uh talking to somebody about uh, getting a router. And uh, I was looking on, you told me to go on Amazon, so I'm looking at the lynx's uh velop micro six mesh system. Uh, is that a good one to go with? [ silence ] [ silence ] [ silence ] Pardon me?
00:00
Speaker 2
David Thank you for calling Linksys. My name is Josh. How may I assist you today? mm-hmm Mm-hmm Got this one sir?
00:00
Speaker 1
And Mrs. And I can please. Does the gentleman. Okay, so, that, that'll go up to 5,000 square feet. Well, I'm reading it here. It says, uh, connect to 100 devices up to 5,000 square feet. Okay, so I've got 500 megabytes coming in from spectrum internet service. So that'll work. I can plug that right into there. Okay, so that's what I need. [silence]
01:00
Speaker 2
Yes, sir. Actually, develop micro six mesh system is one of our newest devices. And yeah, it has Hold on, sir. Let me double check it real quick. Mm-hm. Mm-hm. Yeah, yes, sir. Res. That's correct. Rest assured that this Velop micro 6 mesh devices are compatible with 500 Mbps. Actually, it can handle up to one gigabit or 1000 Mbps. Yes, sir. So yeah, rest assured that this device is compatible with your internet subscription speed and
01:00
Speaker 1
Okay, so I can plug them in some like here I can plug one in uh like a hundred feet away and plug that in there. Only 10 feet away? Well, 10 feet ain't that much.
02:00
Speaker 2
And it also comes with a three pack, like one of the device will be their parent and ght- the two child nodes act as a booster and rest assured that you can move them and connect them wirelessly to the parent node. That's correct, sir. Oh, no, sir. The recommended distance between the nodes or from the parent is only 10 x 15 feet. And they won't be also on the line of sight. That's the recommended distance or 10 feet to 15 feet. However, you can go further. However, again, if a device is too far from the parent or from the other node, that device will get a poor connection or the poor signal strength.
02:00
Speaker 1
Too far away. Well, what, what? I, I don't even have a plug-in 10 feet. I, well, what's, what's the sense of plugging it in 10 feet away? That ain't much. So, okay, so if I plug one, I plug the one main one in, hook up my internet to that, and then I plug one in 10 feet away, one way, 10 feet away the other way.
03:00
Speaker 2
Oh yes, sir, I you can also like go for like 15 to 20 feet from the current no, yes, sir. However, uh since this node will be configured as wireless and we all know that uh depending the the distance the nodes will interrupt or deteriorate the wireless signal. So that's the reason why as well sir why we recommended all our devices just like uh like 10 to 15 feet away from the other node, so that that specific device will still be getting a good signal strength. [silence]
03:00
Speaker 1
I'm gonna have 5,000 square feet of coverage. Okay. Okay. Okay. Where's that? So you got a seven like that. Oh, I see it. Uh micro seven package.
04:00
Speaker 2
Yes, sir. And actually, this device can cover up to 5000. So yeah, rest assured that this router is compatible with your setup or network topology. However, sir, I'm going to set your expectation that this device, uh-huh, and also, sir, I'm going to set your expectation that these devices only has a one-year hardware warranty, okay? However, for our Wi-Fi 6E nodes or Wi-Fi 7, those devices have a three-year hardware warranty. Ah, yeah. I can'tOh, that's not the one, sir. The model number should be
04:00
Speaker 1
Hold on. I'll punch you there. MMBE. 700. mesh zero. mesh. No, I don't see it. Tell me that model number again. MBE 7,000. There it is. MBE 7,000 lengths. Yes. Okay. Hold on. I got it. Hold on. All right. Okay. Um, it just showed me three round little ones. 6,600 square feet. Yeah.
05:00
Speaker 2
M B E 7 0 a 7000, like 7,000.
05:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, I don't see it. They're just showing me three little ones. They're not showing me the Okay, hold on. Hold on. MX. MX. Yep. Yeah. Yes. Yes. MX 6200. That's the one I was looking at. Does it come with a [silence]
06:00
Speaker 2
Sir, let me, so, uh, it be possible that that's not the, uh, correct device that's showing there on your screen, sir? And let, let me also check if this one is available on Amazon. Okay? Only give me one to two minutes. I see. Yeah. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. How, how about this? Uh huh. How about this one? Try MX6200. Yeah. Yeah. Yeah. So, that one uses Wi-Fi 6E mesh technology and rest, and rest assured that it also comes with a three year hardware warranty.
06:00
Speaker 1
Yeah, I still want to, I still need to hard wire a, couple things in, like, my desktop and stuff. Yeah. Yep. Yeah. Yeah. What, what number is that? Uh, yeah, for, what? Yeah, we can go for a that's, yeah. How about a DM-X 6500?
07:00
Speaker 2
A three pack or like two. Ah, I see. So you need a router that has multiple land ports. All right, I understand, sir. Yeah, I for uh-huh. Mhm. Yeah. Uh yeah for Yeah, you can go for the MBA but since that device is currently unavailable, uh let us try, hold on. Mmx65. Let me double check here.
07:00
Speaker 1
So it's up to 5,000 quadrants feet. Yup. Whoa whoa heck. You only got what? [silence]
08:00
Speaker 2
have again the model number sir, MX6500. Yeah. and it's, is it, there are, there are Linksys router as well because I'm afraid we don't have MX6500 uh model number for our mash devices so we only have MX, uh. we only, for our newer model, we only have the, sorry, for our newer model that has a three years hardware warranty, uh, we only have the MX6200 and the MBE7000. Uh, however, uh, [silence]
08:00
Speaker 1
Yeah, well. I've had mine for 10 years. Can I go to Best Buy? Can I go to Best Buy and get it? Yeah, I know, but if I go to Best Buy, I can actually look at it. Why? Is it going to be cheaper on Amazon? Uh.
10:00
Speaker 2
Aha. I understand, sir. Mhm. So, mmm. all right, that's good to know, sir. aha. Yes, sir, and you can also purchase the device from Amazon. Mhm. uh, that could be possible, sir. However, T the thing is we don't have like uh visibility regarding with the inventory of the devices. So, uh if you go to Best Buy, it could be possible that the device is not available there. So, h however, if you can go to Best Buy and browse for different devices or for this specific unit. Yeah, I would recommend going to Best Buyer so that you can check it.
10:00
Speaker 1
Okay, I'll do my homework and I'll call you back. Thanks.
11:00
Speaker 2
Got it, sir. You're most welcome and
11:00