V2 Rubric Detail — c2ba8e1e-799b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 00:35
Duration
9m 50s
Contact
Michelle Morales
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136104
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child Node Got Disconnected from the Network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any real troubleshooting and only pushed product upgrades.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent never performed diagnostic steps or used any tools, instead pushing a hardware upgrade without confirming the problem. No concrete resolution, next steps, or ownership were demonstrated, resulting in an unresolved issue and a critical avoidance/evasion failure.

V1 Case Analysis

Customer reported TV buffering and slow Wi-Fi in one room. Agent recommended MX6200 or MBE7000 without troubleshooting or verifying existing equipment. Customer independently resolved issue by relocating nodes; no compatibility check performed.

Troubleshooting Steps
  • None – agent did not perform any diagnostic steps.
Key Observations
  • Agent did not collect current router model, serial number, or warranty information.
  • No troubleshooting was performed; the call focused on upselling new mesh systems.
  • Agent recommended MX6200/MBE7000 without verifying compatibility with the customer's existing Velop system (cross-generation mixing is unsupported per KB).
  • Customer resolved the issue independently by relocating nodes, not due to agent guidance.
  • Agent did not confirm whether the streaming issue was fully resolved before ending the call.
Positive Highlights
  • Agent maintained a polite and friendly tone.
  • Provided accurate technical details about MX6200 and MBE7000 capabilities.
Agent Errors / Gaps
  • Failed to gather essential product details (model/serial/warranty).
  • Did not follow prescribed troubleshooting for Wi-Fi performance issues.
  • Recommended incompatible mesh models (MX6200/MBE7000) without verifying compatibility with the customer's existing Velop system (cross-generation mixing is unsupported per KB).
  • Did not confirm resolution of the customer's streaming problem.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent claimed issue was fixed but provided no verification; customer self-troubleshot by moving nodes without agent guidance.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions or troubleshooting steps performed; agent immediately recommended hardware upgrades.
R3 Not Met Correct resolution path conf 94%
Recommended MX6200/MBE7000 without diagnosing root cause or checking compatibility; inappropriate path for node-coverage issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to identify specific symptoms beyond 'slow TV' and 'buffering'; no targeted questions asked to isolate issue.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (remote session, admin UI, logs) despite issue requiring hands-on troubleshooting.
T3 Partially Met No misinformation conf 90%
Agent correctly stated MX6200 supports 6 GHz and MBE7000 runs Wi-Fi 7 per KB, but failed to mention incompatibility with older WHW03 systems, risking cross-generation pairing issues.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear agenda, transitions, or control; agent drifted between product pitches without steering conversation.
C2 Not Met Confirmed understanding conf 89%
Agent used technical terms like 'Cognitive Mesh' and '6 GHz' without confirming understanding or adapting to customer's frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; simply suggested buying new hardware and followed through on no action.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or follow-up commitments given.
O3 Not Applicable Closure confirmation conf 72%
No indication this was a repeat contact or that prior case history existed; continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 86%
No escalation performed and none was clearly warranted based on information provided.
E2 Not Applicable Escalation prep & handoff conf 86%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent offered generic thanks and brief apology but empathy was superficial and not tied to customer's frustration.
X2 Partially Met Tone & rapport conf 79%
Agent remained polite but did not adjust tone or pace to match customer's evident irritation about buffering and coverage issues.
X3 Not Met Overall experience conf 93%
Customer was left to move nodes and test themselves without assistance; agent added no value that reduced effort.
Call Transcript15 turns · 17 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello? [silence] Hello, Michelle. Hello. [silence] Hi, thank you so much. I'm glad you answered. [silence]
00:00
Speaker 2
Yes. Hi. Well, you bet, I was able to aha, I'm glad you called back. Uh, I was able to, uh, get that one, the problem child.
00:00
Speaker 1
[silence] That's great. [silence] Yeah. [silence] Yeah. [silence] Okay. [silence] [silence] Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Yeah. Mm-hmm. Mm-hmm. Yeah. That's a great question. As a technician and as an ally, I strongly suggest upgrading to a router with stronger security. WPA3, and then the one with faster speeds and wider coverage. So the model- this new model is a game changer, offering advanced security features and are crucial for protecting your own data. So in today's world, protecting your personal information is more important than ever. So, I recommend upgrading to a cognitive mesh system, such as the MX6200 or the MBE7000. MX- MX6200 is Yeah, sure. Okay. MX6200. MX6200. Yeah. X X as in X ray and then 6200. 6200.
01:00
Speaker 2
let me work. let me right those down real fast, because I'm not gonna remember those. okay. hold on. let me. let me see. uh. the first one you've mentioned was, say that one again. M. Is it M. m? Mary Charlie? Is that what it is? Mary Charlie. And what were the numbers? Oh X. Okay.
03:00
Speaker 1
[silence] no, it's MX, MX6200. Yeah. Yeah, it is yes. Correct. This is Linksys Cognitive Mesh technology that can provide you with an easy way to connect ydevices consistently and optimizing connectivity across all your devices. So, this device already supports this 6 GHz band for your Wi-Fi 6A devices, so it can provide more speed, coverage and capacity for your network. [silence] Yeah. [silence] Yes. The other one is the MB7000.
04:00
Speaker 2
okay okay okay that one is what just the upgraded um mesh you and would you mention a different one
04:00
Speaker 1
This one is running on the Wi-Fi 7. mesh technology. It can also provide you with a fast and secure home network. Okay, so the model number is MBE 7000, which is already running on Wi-Fi 7. This one is more advanced. Yeah, this one is more advanced. Yeah, MBE 7000. You're welcome. Thank you. All right. Oh, that's good. So it's now getting a good
05:00
Speaker 2
Okay. Uh-oh, uh. OBE. Oh, uh the MB7000 is more advanced. Okay. Now let me go back. Thank you for that. I really appreciate it. I will start looking for that after you know. Um. Now let me go back and let me see if this one hooked up. Um. Let's see. Yes, I have that one and that one looks like it's negative five zero.
05:00
Speaker 1
signals here from its upstream nodes. How about the other? You still have another node that's not yet connected? Oh, perfect. You did a great job. Yes. Yeah. I really appreciate it. Mm-mm. Yeah, that's perfect. And I'm so glad that we were able to fix the issue that you're having today. Just to verify, is everything working fine now? can you check if your devices can go online on the network? Before we will end this call.
06:00
Speaker 2
Oh good. Bye. No that's it. I did all of them um I did yeah I did I did all of them and they all well you should see the house. Now it's all a mess with all the little ladders and all the other things I moved around but you know at least we're connected. So thank you for that. Um so I think we'll have a um we'll have a stronger signal now because I did actually move two of the nodes to two different rooms and I think that might definitely uh add to the coverage. Oh I so far I'm Yes, go ahead and turn on your.
06:00
Speaker 1
yeah thank you okay please go ahead mhm
07:00
Speaker 2
on things and see if the T.V.s work, please. All right, cool. Maria, will you turn that TV on just to see if it, everything's connected? If you guys got good coverage. And I'll do the one in my room. I'm going to just check one of this, the light As I'm going. And then I'll check the one in my room. It was my room that was uh having the most problem. Everybody else seemed to be doing fine, it was just me. So let me check my room. Let's see. Most. It took me at least five hours to watch one movie yesterday. Just because it kept shutting down, shutting down. And then this morning, it wasn't any better, so that's why I was like, I have to call. I can't go through this anymore. It's testing my patience too much.
07:00
Speaker 1
I see. So probably problem because the nodes were not getting good signal from their helmet nodes. So this would probably fix the issue now. Let me move them to the right location. Oh, that's good news. Okay. Yeah. I'm so glad that it's the issue is now fixed. Do you still have other questions that I can help you with today?
08:00
Speaker 2
So let me see. Ah, let me try mine. Okay. Okay. Yes, let me see. So far, everything's coming up faster on my end. So let me see. Yeah, so far it looks like, uh, of course, I haven't been watching it long enough, but I will say that just coming onto the app, all the different steps were a lot faster. Before I'd have to wait till it kinda like buffered and buffered. Um, but now, it just went right in. So, I think he probably did it. Yes. No! That is it. You did it. And then it.
08:00
Speaker 1
Okay. You too. Thank you so much for your patience throughout the process as well. So if you need to reach us about this issue again, please contact us back. Once again, my name is Donna and thank you for calling Linux's technical support. Thank you. You too. Bye. Bye.
09:00