V2 Rubric Detail — c57fcfae-7669-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:00
Duration
19m 21s
Contact
206-497-7261
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any meaningful troubleshooting, provided inaccurate product information, and failed to offer a resolution or escalation.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent never performed diagnostic steps, gave incorrect information about the MX8500, and failed to provide any solution, next steps, or escalation despite the customer's repeat‑contact context. No empathy or ownership was shown, resulting in a completely unresolved call.

V1 Case Analysis

Customer inquired about mixing MX8500 (Atlas) and Velop nodes in a mesh network, speed performance near the parent node, and removing Wi-Fi passwords. Agent provided incorrect technical details, did not collect model/serial/warranty, and failed to resolve or guide to next steps. Call ended without closure.

Troubleshooting Steps
  • Explained that MX4200 nodes can be wired or wireless to MX8500 parent.
  • Stated that Wi-Fi passwords cannot be removed for security.
Key Observations
  • Agent never collected model, serial number, or warranty information despite the product being central to the inquiry.
  • Provided materially incorrect technical specifications: MX8500 cannot deliver 1 Gbps on 2.4 GHz (max is ~600 Mbps on 2.4 GHz and ~1200 Mbps on 5 GHz per hardware specs).
  • Misidentified MX8500 as an outdated model — contradicts KB which lists it as a current supported Intelligent Mesh product.
  • Incorrectly suggested that child nodes can pass gigabit speeds wirelessly in a mesh setup — wireless backhaul inherently reduces throughput due to overhead.
  • Failed to verify whether nodes were wired or wireless before giving advice.
  • Did not summarize the conversation or set a concrete next-step plan.
  • Did not confirm customer's actual internet speed or topology before discussing performance.
Positive Highlights
  • Correctly explained that Wi-Fi passwords cannot be removed for security reasons.
  • Mentioned that MX4200 nodes can be connected either wired or wirelessly to the MX8500 parent — accurate per KB.
Agent Errors / Gaps
  • Did not ask for or confirm the exact product model/serial number.
  • Provided factually incorrect performance specifications for the MX8500 on the 2.4 GHz band (claimed 1 Gbps, impossible per hardware specs).
  • Misidentified MX8500 as an outdated model — contradicts KB which lists it as a current supported Intelligent Mesh product.
  • Incorrectly stated that child nodes can pass gigabit speeds wirelessly in a mesh setup — wireless backhaul inherently reduces throughput due to overhead.
  • Failed to verify whether nodes were wired or wireless before giving advice.
  • Did not summarize the conversation or set a concrete next-step plan.
  • Did not confirm customer's actual internet speed or topology before discussing performance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with 'Thank you for now. Thank you, ma'am.' – no solution, no RMA, no configuration change provided.
R2 Not Met Diagnostic thoroughness conf 96%
Agent never performs any diagnostic steps (e.g., speed test, firmware check, wiring verification).
R3 Not Met Correct resolution path conf 95%
Agent incorrectly labels the MX8500 as 'outdated' and never determines warranty or product status, nor selects a proper path (troubleshoot vs. RMA).
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identifies the symptom (wireless speed variation across nodes) and attempts to explain capability differences, but does not ask targeted diagnostic questions or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., speed test, admin UI, model lookup) to verify node specs or internet performance despite needing to confirm capabilities.
T3 Not Met No misinformation conf 100%
Agent states 'MX8500 is an outdated model' — contradicted by KB: universal_eol_firmware.md explicitly lists MR-series and MX8500 as 'current, supported Intelligent Mesh products' and warns 'Do not tell a customer one of these models is discontinued or unsupported.'
Communication
C1 Not Met Clear & professional language conf 95%
Agent never frames the interaction, sets expectations, or guides the conversation; simply repeats generic statements.
C2 Partially Met Confirmed understanding conf 94%
Communication remains generic and does not adapt to the customer’s confusion about speeds, passwords, or mesh topology.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership; offers no follow-up, no commitment, and does not reference prior calls.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timelines are given; the call ends without a plan.
O3 Not Met Closure confirmation conf 94%
Customer mentions prior calls, but agent never references any history or prior troubleshooting.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue remains unresolved and no escalation is offered despite the complexity and repeat-contact context.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, and it was warranted; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent provides no empathy or acknowledgement of the customer’s frustration or repeat-contact fatigue.
X2 Not Met Tone & rapport conf 94%
Tone remains flat and scripted; agent does not adjust pace or style to the customer’s repeated clarifications.
X3 Not Met Overall experience conf 95%
Customer repeats information about passwords and node configurations multiple times; agent does not streamline the process.
Call Transcript30 turns · 34 lines
Speaker 1
[HUMAN_REVIEW] [silence] [silence] [silence] uh no, I've called before. I'm [silence] um right now looking into getting um,
00:00
Speaker 2
welcome to Linksys support. 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 is please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello. The Aircalling Lynx Is. My name is Bell. Is this your first time calling?
00:00
Speaker 1
An a new router system and I need get some questions what are things can be done. Um, on on the question, if if you have like two different systems, like you have the Atlas system and the Velop system and you the the parent is up is up is the Atlas and then you have three or four velops after that and you're right next to the Atlas, would you be able to get the speeds of the Atlas? [silence] Well, I that's that's one of the questions.
01:00
Speaker 2
I see. I believe you've already called us about this uh particular um inquiry. So you would like to have uh two systems um configured separately. That is um actually possible. Um I think uh a previous technician has already been um explained to you what is the purpose. chat closer, what develop? I know I'm asking about what what type of model we're talking about the subgraph D as the parent node and what type of model should be the child node, you prefer. What developed? There's a lot of development models. Oh, what type of model for the Atlas because we there are different types of Atlas. [silence]
01:00
Speaker 1
It's it's the 8500, I think. What's the difference between to the developed? Well, I I I Yeah. I'd want both.
04:00
Speaker 2
We have MX8 five hundred, but that's an outdated model. Um, which one are you asking for? Is it the MX85 hundred or the Velop pro six E because we have different. [silence] The MX85 hundred and the Velopro. Yeah, as I've mentioned earlier, the MX85 hundred is an outdated model. And you said the top of the line, which is, I believe, it's going to be the updated model, that's the Velopro six E. Both of them are six E's. So, we're talking about MX85 hundred, okay? And um you've said um the the children or the child nodes going to be MX42 hundred. Um, are they going to be wired or wireless? [silence]
04:00
Speaker 1
Right. And if I connected, but would I be able, if I was next to the atlas, would I be able to receive the faster speed that I can with the, uh, develop? I guess we're speaking there, uh, uh, uh, why, uh, why that, that'd be speaking wirelessly on that. Uh, I'm speaking wirelessly. No, no, no, no. I'm not, I'm, excuse me. Uh, excuse me. Uh, excuse me. Uh, well, I'm, I'm not speaking, I'm speaking theoretically. The maximum speed of the atlas I I think was around 1200 megabits per second at 2.4.
05:00
Speaker 2
Yes, that's possible. You can connect MX 4200 wired or wireless to the MX-8500-0. How much is your internet speed? Right. That really depends on the internet subscription that you have subscribed for. For example, if you're subscribed to one gig. Right.
05:00
Speaker 1
[DOWNWEIGHT] Oh gigahertz. And I think the, and the develop, I think it's at 400 megabits per second wirelessly at 2.4. And, and my question is, would I be able to receive uh, go receive the faster speed if I was if I was at, if I was in the range of the develop, I would be going slower than if I was at the range of the five of the uh Atlas.
06:00
Speaker 2
Well, of course, you already know the difference, right? So, even though they are going to be connected in one mesh system, they're not going to be, it doesn't mean they're going to be the child nodes of the system. They're going to be the same as the MX 8500. They're going to be different. They will still work with what speed they are capable of. And the MX 8500 is only the one that will, um, what do you call this, perform that type of Self.
06:00
Speaker 1
Okay. [silence] Well, for [silence] if I was if I [silence] okay, if I had them in a straight line and I was at the and it was received by the vellop. [silence] [silence] syst [silence] [silence] vellop one, then it wouldn't be able to pass [silence] gigabit speed. [silence] It would it wouldn't be able to go [silence] the gigabit speed, right? If that's why that's wired.
07:00
Speaker 2
um I believe uh if they are both um capable of one gigabit speed and they can actually um pass the same internet speed yeah that that is not wired only okay okay um if your nodes are capable of one gigabit we're talking about the internet speed here um not the capability of each of the frequency so um if they are capable of one gig then they should be uh passing that type of speed the same with the parent node however if they Okay. Are we talking about the internet speed capability of this model or just specifically 2.4?
07:00
Speaker 1
A gigabit wirelessly. I think it was. I think okay. Uh, I, I guess, uh, guess question is if, if, if the 8500 or the Atlas gets receives the signal then it would be able to operate at the gigabit. Uh, the faster speed because it's receiving the signal. And it's apparent. No. So, but if I
09:00
Speaker 2
Well, if we're just talking about the 2.4, of course, they are built in different capabilities, so, of course, they will not work the same. For example, if, for example, the MX 4200 if, let's say, the 2.4 speed of this is only 500 and if we compare it to the MX 5000, if it's higher, then they will just work as it is. They will: the MX 4200 will not work the same as the MX 5000 when it comes to the 2.4 speeds.
09:00
Speaker 1
I guess that's what I want to verify. I assume if it received it, then the system would not be slowed down because of the hello, right? Wirelessly. to the... If it's connected to the Atlas wirelessly. Huh? Right. right. and if i... okay. and with your with your um are you able to
10:00
Speaker 2
of course you've been what's the goal? Yes. [ silence ] again, if the MX 8 500 has the capability of one gig for the 2.4 band, it's only the MX 8 500 who gets that wirelessly. Okay, it's capable of broadcasting that wirelessly. Now, if you connect to your MX 4 200 wirelessly, of course, a 2.4 will not be one gig because it's only capable of 600 megabits per second.
10:00
Speaker 1
uh, with your uh app your cell phone app. Would that be capable of determining what speed you're receiving uh at the moment? That'll tell you what speed it's actually operating. Is that right? Oh. Um um. But but uh by the way, is there um if I wanted to uh change the
11:00
Speaker 2
it's general. You cannot see how much of the internet speed you're getting 2.4 and 5 because for that frequency, that is a feature of the capability of this node. Now, what you can see on the app is the internet that your Linksys is getting from the modem and your Linksys is capable of sending it to your device.
11:00
Speaker 1
the name on these or, or whatever, basically, I could zero these all out, if I, if, if, if I, uh, if I had set them, I had, I had, what I called you earlier about, I had set them up at different frequencies, two point four or five gigahertz six, and, if I want to, and it doesn't seem like that's going away, the only way I could get rid of that is by erasing the parent nodes to zero or to default, I guess, and then go and then reset them up, that what I'd have to do.
12:00
Speaker 2
No need to factory reset cuz you'll have to start from the very beginning. You can just customize er Wi-Fi name, all the same for all the bandwidths. If you don't want them to be separately as a network, you can just set them up on the, same name.
12:00
Speaker 1
Okay. as they, as their own name. I had set up the password for this account. Ones okay, and, uh, so I can change, so I can change because the, what I, I guess what I was referring to as well as a password. I, I didn't, one of them's got a password and I didn't believe I set it up for that. And is there a way? How do you get rid of the password so it, [silence]
13:00
Speaker 2
If you're going to separate the 2.4 and 5, you're going to separate your frequency bandwidths networks, they should have passwords. It's not possible that they do not have a password unless if you're if you aren't going to separate them, they're going to have the same name, the same password then there's no need to have one or more passwords. But if you're going to set them separately with their Wi-Fi names, you can use [silence].
13:00
Speaker 1
But, but it, what if I want to I want to remove the password so there is no password? I've got only one has the pass I have I set them up in the past with no password and they're and and that and I do have them in the past I've had sort of no password was on them.
14:00
Speaker 2
just one password. The same password for each of them, then it will not be difficult. That is not possible because that is how the system works. To make sure that your that your security and your network is secured properly, you need a password. I think that is not possible. This is the first time that we've heard about that. Uh in setting up a network, it is really necessary to have a password that's for your network security.
14:00
Speaker 1
So you're not aware if I if I if I go to set them up and I don't set a password on them, when to be set without a password. computer connected to atos. Um, uh, see that was before. Um, three different, uh, parent nodes. And they'd all have the same, uh, with, with one provider ISP provider. That could be done with once again, both. hmm. Okay, well let me, uh, Voiceover: Speaker Voiceover: Speaker Listen. Okay, I, I guess I'm not.
15:00
Speaker 2
this is wired, correct? Because that is not possible if these three nodes are not... wired, connected to the ISP. If you want to set up a node that has a separate configuration and you're setting up each node as a separate configuration, they should be wired to the ISP. It's not possible if you want to configure a node that would be wireless that will work as a mesh.
17:00
Speaker 1
Not up on that to know how how to do that, but um, I I, I, that's what I, I've got, I've got three, I got, actually, I got three different names of passwords of devices and they're not, they all show up on the, um, as being available in networks in the area, but, and they're not, um, uh, and you say the only way I would be able to do that is if they're wired, but they all show up whether, and you say I wouldn't be able to use them to connect to the, to connect to the computer or whatever. Okay. Let me, um, I guess I'll have to think that over some. [silence] be able to connect to the to connect to the computer, or whatever. [silence]
18:00
Speaker 2
They will all show up, but they will need to be wired to the internet source.
18:00
Speaker 1
For sure, because I guess, I guess I'll go with that. Thank you for now. Thank you, ma'am.
19:00
Speaker 2
Yeah, thank you also for your time and for calling link sys, just give us a call if you have additional question. You're welcome, thank you for your time again.
19:00