V2 Rubric Detail — c56cc90a-7186-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 17:45
Duration
12m 14s
Contact
Stephen Rice
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing to troubleshoot a valid in-warranty support issue and instead promoting unrelated products, constituting a critical failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to diagnose, troubleshoot, or escalate a recurring reconnection issue, instead offering inaccurate product information and sales pitches. No technical support path was followed, resulting in complete lack of resolution and a critical avoidance/evasion violation.

V1 Case Analysis

Customer reported MX6200 mesh reconnection issues after ISP outages. Agent did not troubleshoot, falsely claimed LN1600 supports Wi-Fi 7, and suggested upgrades instead of resolving the issue. No resolution or next steps provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not confirm MX6200 model/serial/firmware/warranty despite relevance to the issue.
  • No troubleshooting steps (reboot, firmware check, node reset) were performed for a known mesh reconnection issue.
  • Agent provided sales/upgrade advice instead of technical support, violating support scope.
  • Agent made materially false technical claim: LN1600 does not support Wi-Fi 7 (contradicts KB).
  • Agent incorrectly implied MX6200 uses outdated technology, potentially misleading the customer.
  • No escalation, callback, or self-help resource (e.g., KB article) was provided.
Positive Highlights
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial, firmware, warranty) despite clear relevance to the issue.
  • Did not follow standard troubleshooting flow for mesh reconnection issues (e.g., power cycle, node reset, firmware check).
  • Offered product sales advice instead of technical assistance, violating support protocol.
  • Provided materially inaccurate technical information: falsely claimed LN1600 supports Wi-Fi 7 (contradicts KB).
  • Misrepresented MX6200 as outdated technology, contradicting KB documentation.
  • Did not offer any valid next step, escalation, or self-help resource.
  • Failed to acknowledge customer frustration or set expectations for resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the reconnection issue, offer troubleshooting steps, or provide a valid escalation path; only suggested product replacements.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., reboot, firmware check, reset) were performed or suggested despite the recurring reconnection issue.
R3 Not Met Correct resolution path conf 96%
Agent redirected to sales recommendations instead of assessing warranty status or pursuing correct support path (troubleshoot/escalate).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause or ask relevant diagnostic questions; no logical troubleshooting process applied.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote diagnostics, admin UI, logs) were used or referenced despite clear need for technical investigation.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed MX6200 supports Wi-Fi 7, which is false; LN1600 was misrepresented as stronger than prior models without technical basis.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of call flow, failed to set expectations, and repeatedly shifted focus to unsolicited product pitches.
C2 Not Met Confirmed understanding conf 94%
Agent used generic, sales-oriented language without adapting to customer’s frustration or technical understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the issue; avoided responsibility by pivoting to product recommendations.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were established; interaction ended without resolution plan.
O3 Not Met Closure confirmation conf 95%
Agent referenced a prior case but did not use findings to inform current interaction; treated issue as new inquiry.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue involved repeated reconnection failures after ISP outage — a potential hardware/firmware defect warranting escalation — but no escalation initiated.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was executed, so correct path and communication about escalation cannot be considered.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer’s frustration over spending hours reconnecting; no empathetic response offered.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted, promotional tone despite customer’s clear irritation and desire for resolution.
X3 Not Met Overall experience conf 95%
Customer repeated the same issue multiple times with no progress; agent added friction by redirecting to irrelevant topics.
Call Transcript19 turns · 22 lines
Speaker 2
welcome to link, to ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call
00:00
Speaker 1
yeah, I was trying to find somebody in sales that does what's going on. okay. So I have a VelocSYS system that has a hard time reconnecting after uh the uh service provider has an issue. What do you all sell? The Linksys Atlas Max 6E MX8500.
01:00
Speaker 2
for out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Lenzes technical support. My name is Dylan. How can I help you today? Oh, uh unfortunately, sir, we no longer have a sales team but we can uh help you with uh your concern. Uh, by the name you've mentioned, I think that's under the MX series.
01:00
Speaker 1
the mx 8500. On the website?
02:00
Speaker 2
Can you check, Oh, MX-8500, yup. Um, unfortunately, Sir, for our devices, um, we actually no longer sell directly in the US. So most of our products are being sold through online retailers, um, like Amazon, Best Buy, or Walmart online. And, uh, I don't think the MX-8500 would be so easy to find. Um, but you may try looking on their website. But, uh, let me... on the on the Amazon's website or Best Buy's website.
02:00
Speaker 1
Really? Y'all have changed your system. Hmm. Sounds like it. Well, I'm under the assumption that the velop has a hard time reconnecting and I'll verify that because I've just gone through couple of hours of reestablishing. So, I did a search under um copilot and it was recommended that for my needs that I would go to the linksys velop max.
03:00
Speaker 2
one of our latest routers, it's still under MX series, but uh, it's the MX 6200 or the Velo 6E. It's actually a lot faster and can cover up to 3,000 sq ft, just one node of it.
04:00
Speaker 1
six E. MX8500. Is that available? atlas Max six E. MX8500. So what so what took its place? [silence]
05:00
Speaker 2
the MX Max AX8400 tri-band mesh Wi-Fi 6? Yes, okay. Yeah, it's no longer available on our end but it might still be available on some of the local stores or online retailers. Actually, we after that, we released the MX6200. That's actually a different mesh technology, so it's more advanced, I would say. And, uh, it's bet. I mean, it's a lot better actually.
05:00
Speaker 1
No. No, I've got the MX62 mesh now. and it's, yeah, and it sucks on reconnections. I bought a I have. Yeah. Yeah, I don't wanna do that. I've yeah, I'm tired of doing that. I spend an hour with each with two people from Lynis to get reconnected. I shouldn't have to do that. Yes, last night last night and this morning. and I'm used
06:00
Speaker 2
Oh you got the MX620 now? Mmm. Mmm. Because uh the problem sir, the problem sir is that uh after your uh after your ISP or your Internet Service Provider had an issue, it had an issue connecting back right? So you probably, probably need to um reset the nodes for you to be able to connect it. So you have already contacted us about the the same issue? Oh, okay. I've reviewed your case here. It says here that you were able to add the child nodes. I see. I see. I see.
06:00
Speaker 1
Well, hello. Hello. Hello. Yeah. Yeah.
08:00
Speaker 2
Hello sir, can you, hello, can you hear me? Yeah, alright. I lost you for a second. The latest one, we actually do have a router that was just released last year. It's a lot easier to be connected, it's a lot faster since it can support the Wi-Fi 7 standard, Wi- Wi-Fi standard.
08:00
Speaker 1
That number of it. what's the oh. and how many square feet is that? and it's a mesh. well. What's the number of it?
09:00
Speaker 2
It has a pair button on it, so you can just click on the pair button so that you can easily add the node, the child node. And it uses a different web interface that is more easy to navigate and easy to access. You can actually, yeah, you can actually consider the L N 1600. That's the that's the L N Lima November 1600. It can also cover up to 3,000 square feet. It's also mesh. And it's, um, aesthetically, it's it's [silence] admirable. Its quality is quite good too. So, um, you can get this [silence] now.
09:00
Speaker 1
the strongest router? Is there any other number after LN 1600? I didn't I didn't I didn't quite yeah I didn't quite catch that. Is it the same LN 1600?
10:00
Speaker 2
It's kind of smaller than the MX 6200. It's more of like about as big as a can. So it cannot cover that much space, but it is actually the strongest router we have right now because it's the latest one, LN 1600. Yes. Prior to the LN 1600, we actually do have the MBE 7000, which I would say is for me, is is the best router of all the of the Cognitive Mesh.
10:00
Speaker 1
area what is that word? Okay. Thank you very much. Appreciate it. Goodbye.
11:00
Speaker 2
Alright, sir. No problem. Hi, sir.
12:00