V2 Rubric Detail — d1d166f0-79e8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 09:47
Duration
5m 52s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00136137
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product compatibility inqury

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.0% (+19.0)

V2 Grader Summary

The agent correctly identified the EA8300 as incompatible with the MX5500 mesh system based on mesh generation, consistent with KB guidance. While the core technical incompatibility was resolved, the customer's request for a list of compatible routers was not fulfilled during the call but was promised via follow-up email. This constitutes partial resolution rather than full, as the final outcome depends on the content and delivery of that email.

V1 Case Analysis

Customer inquired about EA8300 compatibility with MX5500 Velop; agent confirmed incompatibility and promised follow‑up email.

Troubleshooting Steps
  • Identified correct router model (EA8300).
  • Checked compatibility against MX5500 using internal knowledge.
Key Observations
  • Agent did not provide the requested list of compatible routers before ending the call.
  • Initial confusion about the router model caused extra hold time.
  • Agent collected the customer's email and set an expectation for a follow‑up email.
Positive Highlights
  • Correctly identified the EA8300 model after the customer was unsure.
  • Clearly communicated that the EA8300 and MX5500 are not compatible as a single mesh network.
  • Collected the customer's email address and set a clear expectation for a follow‑up email.
Agent Errors / Gaps
  • Failed to give the customer a specific list of compatible routers, leaving the issue unresolved.
  • Did not verify the customer's understanding or confirm that the emailed information met their needs before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed incompatibility and set expectations but did not provide the requested list of compatible routers during the call, deferring to a follow-up email.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the correct model and stated incompatibility based on mesh generation, which aligns with KB guidance; no deeper diagnostic steps were needed as compatibility is model-based.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that the EA8300 is not a mesh-capable device and cannot integrate with MX5500 as a child node, directing customer toward appropriate solution path (separate network or replacement), consistent with KB.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified the root cause of the issue by determining the EA8300 is not a mesh device, which is the decisive factor for compatibility with the MX5500 mesh system.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent provided accurate information consistent with velop_mesh_compatibility.md, but did not explicitly reference the KB or use tools to provide the requested list of compatible routers during the call.
T3 Met No misinformation conf 98%
Agent correctly stated that EA8300 is not compatible with MX5500 mesh system. Per velop_mesh_compatibility.md, only WHW03, MX6200, and MBE7000 series are listed as mesh technology generations; the EA series is not a mesh-compatible system.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call control and responded to customer input, but failed to frame the interaction clearly at start and allowed extended silences when customer was searching for model.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated back key details, and adapted tone to customer’s confusion without introducing jargon; confirmed understanding through verbal nods (‘uh huh’, ‘I see’).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, did not transfer, and committed to sending an email with further information, taking responsibility for follow-through.
O2 Met Proactive follow-through conf 94%
Agent obtained customer email and set clear expectation of receiving an email within 5–10 minutes, providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was a first contact, so continuity could not be established or broken.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — compatibility question was within L1 scope and agent provided correct technical assessment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent used polite language and closed courteously, but did not explicitly acknowledge customer frustration over misleading Amazon advice or failed purchase.
X2 Partially Met Tone & rapport conf 81%
Agent matched customer’s pace reasonably well but missed opportunities to proactively reduce effort (e.g., asking for model number earlier).
X3 Partially Met Overall experience conf 84%
Customer had to search for model number independently; agent could have guided more efficiently, though eventual resolution path (email) reduced future effort.
Call Transcript12 turns · 12 lines
Speaker 1
Oh hello Josh. I just need some straight forward product compatibility clarified. I have just bought an AC two two zero tri-band router and I'm having all sorts of difficulty trying to get it to work with my well of six mesh system. I've got the Mx550. And I went on last night and used your online chatbot and it says the two products are not compatible. Yet when I do my searches online outside of Linksys it says they are compatible and I and I don't know whether to return the product or not. [silence] No the the main route.
00:00
Speaker 2
Thank you for calling links are my name is Josh how may I assist you today? Now. 11:00:13.760,11:00:22.880
00:00
Speaker 1
the router is the main router is the AC 220 tri band uh router and I want to add on the VELLOX um uh nodes as as children Okay, uh sorry I'm not actually, I'm not beside the product at the moment I'll I'll call back later. I thought the AC 220 was was the um oh actually I'll show you, no wait a minute, just wait a moment. Um if I can master my iPhone what I can do is I can tell you cuz I bought it off Amazon so Amazon I'll know the model number on. Um uh two seconds, please, uh order history. Um new orders. Um. [silence]
01:00
Speaker 2
children. All right. As we may have the exact model number for this ribbon router, the one that you mentioned AC220, because AC220 is not the model number, that refers to the data transferred speed of the router. Oh, I see. Model. I understand. Uh huh. No worries. Uh huh. No worries, sir. [ silence ]
01:00
Speaker 1
All right. Okay. I bought the Linksys EA AC 8300 router. Okay. Okay.
02:00
Speaker 2
I see. So yeah, that's the correct model number, which is the eAsh A83-00, and I'm going to set your expectation that this router is not compatible with the MX5500. Since, uh, yeah, this is not one of our mesh devices. So, if you want to, if you want to use the MX5500 to the EA, the MX5500 will be wired directly to the EA because, uh again, the main router is not compatible with mesh technology. So, how about this one instead? You can purchase a...
02:00
Speaker 1
You'd think it had lead lined walls, but I'm having difficulty getting a good mesh with my current system, so I wanted a router with four antennas and then to push all the velop system and turn them all into, cause I've, I have used a two band MR router, but again, I've been struggling with that. And I thought I needed even more antennas to make it work in my property, which is why I went for this four band. Okay, I'll just have to return the product and um, I'll write a, a note to Amazon because if you go on Amazon and ask Rufus, Rufus will tell you that it's compatible with the velop six system. So, okay. [silence]
03:00
Speaker 2
i see. all right. yeah. for this one. yeah, no worries here. i'm gonna also set your expectation that this e-8300. it's still working as a router with this MX5500. however, they will have their own network, like they will have their own different networks, you know.
03:00
Speaker 1
Yeah. Yeah, no, I just, I kind of get that. Um, I, um, uh, can you, uh, you've got, can you see my mobile number? Uh, or do you, okay. Uh, is there a, I'll tell you what would be really helpful because what I want is a more powerful Linksys router that works with your mesh system that I can then use my four existing nodes as children rather than having to sacrifice one as a parent. Does that make sense? Uh, I'd love to know, because obviously I bought one model which is incompatible. I'd love to know, uh, what, what routers, standalone routers are compatible, compatible with your Velop6 system. If you, if you can wire me a link or something that would be great because I, I went on your website last night and I found it slightly bewildering. [silence]
04:00
Speaker 2
Oh, work since again. So, so if you if you're gonna use this EA Anderson, yes, sir, according here on our yeah according here on our yes, actually, so this MX.
04:00
Speaker 1
Yeah, sure. OK, Josh, so it's the letter O and the number four, then the letter A, C, A, M, E, R, A at gmail.com. So, when you look at it, it says, O for a camera, because I'm a photographer by trade. [silence] That's great. Lovely. Thanks very much for your support and help. No, that's fine. I do my Amazon return for me. Okay. Thanks very much. Take care. Bye. Okay, bye.
05:00
Speaker 2
If that's the case, sir, may I have your email address, instead, because I will be sending you an email. Mm-hmm. Mm-hmm. Mm-hmm. Yes, sir. Yes, sir. Got that.One. And rest assured that you will be receiving the email within 5 to 10 minutes. All right. You're most welcome, sir. And is there anything else? Yes. Got it, sir. And you're most welcome. And thank you again for calling me. You as well, sir. Bye for now. [silence]
05:00