V2 Rubric Detail — cb3d88c4-6b5a-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 21:15
Duration
26m 35s
Contact
Anthony Williams
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133977
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting and responsibility by incorrectly declaring the device unusable and suggesting return, despite the MX4300 being a valid mesh-capable router per KB documentation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly claimed the MX4300 is a standalone router and cannot function as a main node, contradicting official KB documentation which confirms it is a Velop Intelligent Mesh router. No troubleshooting, tool use, or escalation occurred, and the customer was dismissed with a suggestion to return the device. This constitutes avoidance and materially incorrect technical guidance, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer attempted to use MX4300 as main mesh node. Agent incorrectly stated it is a standalone router and cannot be used as a main node, contradicting KB. Advised return without troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and email address
  • Checked model number in internal system
  • Provided incorrect statement that MX4300 is not a mesh router
Key Observations
  • Agent provided materially incorrect technical information: MX4300 is a Velop Intelligent Mesh router and can be used as a main node (per KB: universal_mesh_node_management.md)
  • No troubleshooting steps were performed; critical steps like firmware update, WAN connection check, or pairing method were omitted
  • Agent did not guide the customer to the router's web interface (http://myrouter.local or http://192.168.1.1) for setup
  • Call ended without any actionable path forward, leaving the customer misinformed about device compatibility
Positive Highlights
  • Agent collected the serial number and email as required for case creation
  • Agent confirmed the model number (MX4300) and attempted to look it up in the system
Agent Errors / Gaps
  • Incorrectly stated MX4300 is a standalone router (at [25:00]); per KB, MX4300 is a Velop Intelligent Mesh router and can serve as a parent node using the 5-press method
  • Failed to verify the customer's network topology or attempt any pairing steps (e.g., 5-press method for MX series)
  • Did not check or recommend a firmware update, which is critical for mesh compatibility (per universal_firmware_update.md)
  • Did not guide the customer to access http://myrouter.local or http://192.168.1.1 to configure the router
  • Provided no self-help resources or KB articles despite the customer needing setup guidance
  • Misinformed the customer into believing their device was incompatible, leading to an incorrect closure path

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent incorrectly stated MX4300 is standalone and cannot be a main node, but provided no resolution path or alternative; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps performed — agent did not check firmware, pairing method, or LED status; jumped directly to incorrect conclusion.
R3 Not Met Correct resolution path conf 95%
Agent failed to verify product capability per KB; incorrectly classified MX4300 as non-mesh, leading to wrong resolution path despite OOW best-effort expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic process — did not identify symptom (failed node join), ask about setup steps, or explore root cause; made unsupported claim.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use admin UI, KB lookup, or remote tools to confirm mesh compatibility; relied solely on verbal assertion without evidence.
T3 Not Met No misinformation conf 98%
Agent claimed MX4300 is a standalone router, but KB confirms it is a Velop Intelligent Mesh router (MX series) fully capable of being a parent node.
Communication
C1 Not Met Clear & professional language conf 92%
No call framing, poor control — agent interrupted, failed to set agenda, and ended abruptly without confirmation or closure.
C2 Not Met Confirmed understanding conf 91%
Used confusing phrasing ('main tower node') and did not adapt to customer's confusion or verify understanding after key statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Abdicated ownership by suggesting return instead of troubleshooting; made no attempt to resolve or escalate despite knowledge gap.
O2 Not Met Proactive follow-through conf 93%
No specific next steps given — only vague suggestion to return device; no follow-up plan or support path offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent lacked correct technical knowledge but did not escalate; failure to escalate warranted case with clear product confusion.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Dismissive tone ('you bought this for nothing') with no empathy; failed to acknowledge frustration or offer reassurance.
X2 Not Met Tone & rapport conf 91%
Did not adjust pace or tone to customer’s repeated clarification attempts; remained disengaged and unresponsive to emotional state.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and model multiple times due to agent’s inattention; unnecessary repetition increased effort.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-unwarranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register dot Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device serial number and contact inv. [silence] Thank you for calling Audis. My name is Gerald Glaus.
00:00
Speaker 1
Hello? you say your name Gerial? Yes. I'm having problems connecting to my used, uh, Linksys. Uh, what is it? Linksys? You can't hear me? Hello? Hello? I bought a you. I bought a used, um, Links, Wi-Fi 6 router, model number MX4 300. And I'm trying to make it my main node. And it's not connecting. Serial serial serial number 4 8 8 1 0 M 5 1 C 0 0 3 1 7.
20:00
Speaker 2
Yes, hello. Sorry, you're breaking up. That's better now. Better. Hold on a second. Give me the serial number of that. [silence]
20:00
Speaker 1
C-003 17 so that's M-5 one M-5 C-00317 correct Anthony Williams Anthony Williams or Tony Williams w-i-l-l-i-a-m-s
21:00
Speaker 2
So I was not able to catch up. Uh, so that's four, eight, H 1 0 M 5 I, what's happened to that? Uh, there's only one point, one, one, so, okay. Checking. What is your first name and your last name? So I can create a record for you. How do you spell your last name?
21:00
Speaker 1
Tmagic at gmail.com that's T M A G I K 1111 at gmail.com and uh yeah is it a way that I can hook this up and keep my same settings? and use the same
22:00
Speaker 2
What is your e-mail address? is it? They're using the same web and and password as possible.
22:00
Speaker 1
So, I have to edit the name and the password. Let's see. Five. I got five. This'll make six. This'll make six. I have five already, but I thought I had, yes. The, hold on, the model number wait a minute okay it's w h w o zero three. That was the old one that I took off.
23:00
Speaker 2
you'll have to change the Wi Fi name and password but how many nodes you have total? [silence] and you're trying to make that as the main node? [silence] what's the model number of the older nodes? At least one for now. [silence] alright, checking the model here. Hold on. All right, thank you so much for patiently waiting on the line. So, I checked the model number MX 4300 right here. Unfortunately, you cannot use this one as a main node or the main tower node because it, it is a standalone router. It's not, it's not a mesh router. It, it is not, yeah.
23:00
Speaker 1
Okay. Damn. So, I bought this for nothing then, huh? Yep. Okay. Alright. No, that's it. That's it. Alright, then. Alright.
26:00
Speaker 2
cannot be matched to your WHW03. if you can return that return instead. them. you have other questions? I hope you have a good one you think that then.
26:00