V2 Rubric Detail — d97da6a0-7616-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 13:06
Duration
6m 13s
Contact
Sarah Zins
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135274
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

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
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall16.4% (-11.6)

V2 Grader Summary

The agent incorrectly claimed the MX6200 is compatible with the WHW01 system, violating documented cross-generation rules. No troubleshooting, KB consultation, or escalation occurred. The customer was sent toward purchasing an incompatible device, leaving the issue unresolved and increasing their effort.

V1 Case Analysis

Customer with WHW01 Velop asked for compatible child node. Agent incorrectly stated MX6200 is compatible. This is false — MX6200 uses Cognitive Mesh and cannot mix with WHW01's Intelligent Mesh. No correct compatibility guidance was provided.

Troubleshooting Steps

None recorded.

Key Observations
  • At [04:00], agent explicitly stated: 'rest assured that you can still use the same Wi-Fi name and password... they are still compatible with each other' — this is a direct contradiction of KB documentation.
  • Agent failed to identify mesh technology generation (Intelligent vs Cognitive) before giving compatibility advice.
  • No mention of firmware version checks or cross-generation limitations, despite being critical in KB.
  • Call ended with customer misled into purchasing incompatible hardware, creating a high risk of return/failure.
Positive Highlights
  • Agent was polite and empathetic, acknowledging customer frustration and expressing gratitude.
  • Attempted to reference previous case, showing effort to provide continuity.
  • Spoke slowly and gave space for customer to respond, maintaining a calm tone.
Agent Errors / Gaps
  • Gave materially false technical advice: claimed MX6200 (Cognitive Mesh) is compatible with WHW01 (Intelligent Mesh), which is explicitly prohibited in KB (velop_mesh_compatibility.md).
  • Failed to consult or reference compatibility matrix between mesh generations.
  • Did not warn customer that mixing WHW01 and MX6200 will result in failed pairing and network instability.
  • Provided no correct alternative (e.g., purchase another WHW01/WHW03 or full system upgrade).
  • Did not collect serial number or verify warranty status when discussing hardware replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended MX6200 as compatible with WHW01, which is incorrect per KB — different mesh generations cannot be mixed. No valid resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken; agent skipped diagnostics and went straight to an incorrect product recommendation.
R3 Not Met Correct resolution path conf 95%
Agent chose a resolution path (buy MX6200) that contradicts documented compatibility rules — incompatible generations cannot be mixed.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked about current network status, firmware, or node behavior — agent assumed compatibility without verification.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not consult or reference any KB, internal tool, or compatibility matrix — advice directly contradicts velop_mesh_compatibility.md.
T3 Not Met No misinformation conf 100%
Agent stated MX6200 is compatible with WHW01, which is factually false. Per velop_mesh_compatibility.md, WHW03 series (Intelligent Mesh) and MX6200 series (Cognitive Mesh) are NOT compatible ('Cross-Generation Compatibility Rules' table: WHW03 series | MX6200 series | ❌ No).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent acknowledged prior contact and maintained flow, but had multiple unexplained silences and failed to correct a critical error.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'Wi-Fi 6E' and 'tri-band' without checking customer understanding, though tone remained polite.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent owned the call and referenced prior history, but provided incorrect guidance instead of escalating or verifying compatibility.
O2 Not Met Proactive follow-through conf 90%
No clear next steps beyond 'purchase the MX6200' — no instructions for setup, compatibility warnings, or follow-up plan.
O3 Partially Met Closure confirmation conf 80%
Agent referenced previous case but did not use detailed history (e.g., firmware, topology) to inform the recommendation.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Given the technical complexity and risk of incompatibility, agent should have escalated or consulted KB — instead gave incorrect advice.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, and customer was not informed of any expert path despite receiving materially incorrect information.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation and apologized for email oversight, showing basic empathy but not addressing technical frustration.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s positive tone but did not adjust for potential confusion about compatibility or technical specs.
X3 Not Met Overall experience conf 90%
Customer must now research and potentially return an incompatible product due to agent’s incorrect recommendation.
Call Transcript14 turns · 14 lines
Speaker 1
Oh, Josh. I'm so pleased to have you back again. It's Sarah here. You helped me so much the other day. Uh, I've, I've got a WHW01 system. And, um, you helped me set up a ch- parent and child set up. I don't know if you, anyway, you don't need to remember because what I'm going to ask you is not really relevant. So, um, you ran me several times and I'm really grateful. But, um, you said, I want to, I want to buy another child mode 'cause I'm using, as you know, one as a parent. But there are, you, you, you sent me an eBay link, but there isn't one. I can't, I can't get, I can't get one. It's, it's not so eBay. I mean, Amazon. It's on there.
00:00
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance. Hi, thank you for calling linksys. My name is Josh how may I assist you today? Oh, hello ma'am
00:00
Speaker 1
They're out of stock. So I just wondered if there were any other ones that were compatible with my, oh, one. Go. Yeah.
01:00
Speaker 2
Oh, yeah, yeah. Yes, ma'am. I just opened our previous ticket or case. And yeah, I really do apologize. It seems like I overlooked your email and you actually asked me a question here. And yeah, you're asking if the WH03 is the compatible with your current devices. And it is, yeah, it is my mistake, ma'am. However, regarding with the query, I'm quite sure that the WH03 is compatible with your current devices. However, ma'am, since this WH03 is more powerful than your current nodes or current devices, I would recommend using this device for a new device that you want to purchase and with it, just use the current device as a backup. Do you have more data that you want me to backup this device at hand for once you run it on the system?
01:00
Speaker 1
Okay, all right then. Okay. So you, so by the w hw03 use it as the parent, and use my zero ones as the child. [silence] Okay, so is there one you'd recommend I mean I've got if I've got to buy one, I might as well buy the best. So what would you, what would be the best one to buy? [silence] Oh, thank you.
02:00
Speaker 2
Yes, that would be the recommended setup since again, this WHW zero 0-0 0-3 is a tri-band router. And the WHW 01 are are just dual band. So, we always recommend that using using a parent for the stronger or newest model. I would recommend using the. Uh. Holan. Let me double check real real quick. Okay? Because apparently, uh, this WH. you're most welcome, ma'am. So, kindly give me [silence]
02:00
Speaker 1
Yeah, of course. Absolutely. You've been I'm so thrilled with you, Josh. You're wonderful. high high [silence] Yeah, hi. High.
03:00
Speaker 2
[silence] And be call on the line, thank you. Hello ma'am, thank you for patiently waiting, but if you really want to purchase one of our latest models, I would recommend the MX 6200 or MX 6200, so this rack.
03:00
Speaker 1
I know, yeah. Oh, fantastic. All right. Oh, that's brilliant, Josh. Okay. I'll go. I'll guide that now. Thank you so much.
04:00
Speaker 2
There, this node is one of our latest Wi-Fi 6E mesh devices. And you can actually purchase this one on Amazon. So, regarding with your current devices like the WH-W01 and the WH-W03, those nodes or those models are already one of our end of lives, however, rest assured that you can still use those devices as long as they are working properly and there's no need to worry regarding the compatibility issue with this MX-6500 because, rest assured that even though this model is the newest or one of the latest one and with the WH-W01, which are the older models, rest assured that they are still compatible with each other. yes, ma'am.
04:00
Speaker 1
can't believe I got through to you as well today. That's wonderful. And I've ordered the other thing, but it won't be, it won't be here till next week. So fingers crossed that that, cuz I'm, I've got no mobile, I've got no reception in any of my house except for right next to the, right next to the modem. So it's driving me mad. Anyway, fantastic. Brilliant. Let's fingers crossed. Thank you very much indeed, Josh. Thank you. Bye bye. And you, bye bye. .
05:00
Speaker 2
Thank you so much. You're most welcome. No worries, ma'am. And don't worry. Again, ma'am, this MX 6200 should be set up as the parent or main node, okay? However, rest assured that you can still use the same Wi-Fi name and password, so that most of your devices will just reconnect to the network. Yes, ma'am. You're most welcome, ma'am. Thank you again for calling Linksys, ma'am. You have a great day. Bye for now. [silence] Have a great day.
05:00
Speaker 1
I know I'm trying to I just, I don't know how to. I've got this. Oh, there we go. Okay, if I
06:00
Speaker 2
I'm sorry, ma'am, you may not end a call.
06:00