V2 Rubric Detail — d815f582-7a22-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 16:42
Duration
5m 10s
Contact
Bobby Sandler
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00136203
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.14/5
EscalationN/A
Customer Exp3.57/5
Overall27.6% (-28.4)

V2 Grader Summary

The agent provided materially incorrect technical advice by stating WH-W and MX5300 nodes can be mixed, directly contradicting velop_mesh_compatibility.md. No troubleshooting, tool use, or KB verification occurred, and the customer was left to self-resolve. While communication was polite and history was referenced, the lack of accuracy and ownership resulted in an unresolved case.

V1 Case Analysis

Customer has MX5300 and WHW nodes and wants to expand. Agent incorrectly stated WHW and MX5300 can be mixed. Support URL misspelled. No serial collected.

Troubleshooting Steps
  • Verified customer record and identified existing MX5300 system.
  • Asked about existing nodes (big and small towers).
  • Provided product recommendation (buy MX5300 nodes).
Key Observations
  • Agent gave materially incorrect compatibility advice — WHW03 and MX5300 are from different mesh generations and cannot be mixed (per velop_mesh_compatibility.md).
  • Agent provided an incorrect support URL (support.linkzys.com instead of support.linksys.com).
  • Agent did not collect serial number or verify warranty status despite customer mentioning out-of-warranty status.
  • Agent incorrectly stated MX5300 supports Wi-Fi 6 — MX5300 is Wi-Fi 5 (AX5300 refers to total throughput, not Wi-Fi 6).
Positive Highlights
  • Agent was polite and kept the call concise.
  • Call flow was efficient with no unnecessary loops.
  • Agent correctly confirmed customer identity and existing MX5300 record.
Agent Errors / Gaps
  • Wrong compatibility recommendation — mixing WHW03 with MX5300 is not supported (per velop_mesh_compatibility.md).
  • Misspelled support URL (support.linkzys.com instead of support.linksys.com).
  • Failed to collect serial number when relevant.
  • Incorrectly stated MX5300 supports Wi-Fi 6 — MX5300 uses Wi-Fi 5 technology (AX5300 refers to total throughput, not Wi-Fi 6).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed a solution; only suggested buying MX5300 nodes but gave no setup assistance or compatibility verification.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or troubleshooting steps were taken; agent jumped to product recommendation without verifying node generations or firmware.
R3 Not Met Correct resolution path conf 99%
Agent advised mixing WH-W nodes with MX5300 nodes, which is incompatible per KB; wrong path for customer's situation (out-of-warranty extension attempt).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the core symptom (incompatibility between mesh generations) and asked no diagnostic questions about existing node models or firmware versions.
T2 Not Met Appropriate tools / resources used conf 96%
No KB, tool, or internal resource was used to verify compatibility; agent relied on incorrect assumptions instead of consulting velop_mesh_compatibility.md.
T3 Not Met No misinformation conf 99%
Agent claimed WH-W and MX5300 nodes can be mixed, contradicting KB which states nodes from different mesh technology generations cannot be mixed (❌ No).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but did not set clear expectations, frame interaction, or guide through diagnostic process; customer dominated agenda.
C2 Met Confirmed understanding conf 93%
Agent used simple language, acknowledged customer input, and adapted to informal tone without technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of compatibility issue; offered no follow-up, failed to correct misinformation, deferred all action to customer.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested buying nodes and calling back but gave no specific timeline or concrete next-step details for setup or support.
O3 Met Closure confirmation conf 94%
Agent referenced customer name (Bobby Sandler) and confirmed existing MX5300 record, demonstrating use of prior case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this inquiry about node compatibility and purchase advice.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent thanked customer repeatedly, used polite closing remarks, and maintained courteous tone despite technical inaccuracies.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace and informal style, maintaining engagement throughout.
X3 Not Met Overall experience conf 96%
Customer was left to research compatibility and purchase hardware independently; no reduction in effort despite KB providing clear rules.
Call Transcript12 turns · 12 lines
Speaker 1
Yes, so that's, yeah, this guy's coming up. Oh, yeah, he's rock hard. All right, I'm a dog nomi at the shelter now. So I don't know where he's from. Hi there. I have two. two, uh Mesh systems and I want to add to one of them. And I just wanted your recommendation for what product to buy. And then when I buy it, I'll call in to pay for customer support to, uh hook it up to my existing system. Um, do you have a record of my systems? If I give you my phone number? Yes, um, I think that's right.
00:00
Speaker 2
welcome to Lancy's support to ensure quality service your call may be monitored certain products will be supported while and of support products will have sell help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support.linkzys.com for more information about your product. Thank you for calling links this is down Club can help me. yes uh your phone number
00:00
Speaker 1
Thank you. Yes I have two different systems. Do you have just one there? Or do you have both of them listed? Okay. Well I um do you have a record of my last phone call to you about a month ago or so?
01:00
Speaker 2
1415 30 200 66. We have a record on it and the name is Bobby Sandler. Is that you? All right. Uh you have a mesh system MX5300. Let me check. Um well we only have one record of you. Uh and the master range you have, yes. Uh you have uh MX5300.
01:00
Speaker 1
So I have, uh, yeah, I think I have one, two big towers and two little towers and two little ones. Are they called nodes? I'm not sure. Nodes. And uh, I want to add to them. I want to add a couple, maybe a couple of big ones, because I need to extend it to my backyard. And I want to, you know, bring node to node, you know, so I want to do it the very best way that I can. And then I'll call for customer support and pay for it, because I'm out of warranty. But I mean if I buy new products, will you help me hook those up without charging or will they be charged? Yeah, I just had a phone call. Mm. [silence]
02:00
Speaker 2
Yes. Yeah, no sorry. OK. Yes. If you buy a new product, it's still in warranty, will we will provide you technical assistance on how to set it up. And even if your product is out of warranty, you can always call us
02:00
Speaker 1
I'm sorry. So come with us about them. OK. that sounds great now which ones are the which are the stronger bigger ones what model of those that I have which ones because I want to get the bigger ones the stronger ones I have big ones and small ones.
03:00
Speaker 2
Barbie, because we will still provide you technical assistance without payment. So, your inquiry about what node to add, since you already have MX-[REDACTED_PAYMENT_DIGITS] and also WH-W nodes, then you can buy the same model so that your mesh system will perform its best since they're all have the same models. Yeah. All right.
03:00
Speaker 1
Thank you. Okay, very good. I will do that. I'll get those and then I'll call in to find out how to hook them up. Thank you so much. Appreciate your help.
04:00
Speaker 2
Much better the MX5 three hundred because the MX5300 supports Wi-Fi six, while your wh.01 nodes only supports Wi-Fi five. The MX5300, the Linksys do not directly see these Linksys water. You can only purchase them online. So you can check on Amazon, Best Buy, Walmart. All right. You are welcome. You can always call us for assistance if you want them to set up or add those nodes, okay?
04:00
Speaker 1
Great, thank you so much. You have a great day. Bye.
05:00
Speaker 2
you're welcome. thank you for calling linksys Bobby and take care. have a great one, too. bye.>[silence]
05:00