V2 Rubric Detail — e2659da4-69e1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:17
Duration
22m 26s
Contact
Jason Kempster
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133695
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall40.8% (-3.2)

V2 Grader Summary

The agent correctly recommended a compatible MBE7000 node over a range extender, demonstrating sound technical judgment. However, no troubleshooting was completed, no next steps were set, and the customer ended the call without resolution. Empathy and communication were present but underdeveloped, and ownership was not demonstrated.

V1 Case Analysis

Customer with MBE7000 mesh (3 nodes) reports backyard dead zones. Agent advised against RE7000 extender due to speed loss and suggested adding another MBE7000 node. No step-by-step guidance provided. Customer will call back.

Troubleshooting Steps
  • Collected model number (MBE7000) and serial number (59A)
  • Confirmed ISP (AT&T) and number of existing nodes (3)
  • Explained that range extenders (RE7000) can reduce speed and are not recommended for mesh systems
  • Suggested adding another MBE7000 node for better coverage
Key Observations
  • Agent incorrectly stated at [13:00] that the MBE7000 is a Wi-Fi 7 router — per KB, MBE7000 supports Wi-Fi 6E, not Wi-Fi 7
  • No actionable instructions provided for adding a new mesh node (e.g., 5-press pairing, placement, firmware sync)
  • Customer placed on hold for 3-4 minutes [14:00] without delivering new or verified information upon return
  • Agent did not verify RE7000 extender compatibility with MBE7000 mesh — per KB, extenders are not recommended for mesh systems
  • Call ended without scheduling callback or providing self-help resources despite customer uncertainty
Positive Highlights
  • Collected model number (MBE7000) and serial number (59A) early in the call
  • Confirmed ISP (AT&T) and number of nodes (3), showing effort to understand topology
  • Correctly advised against using range extenders due to potential throughput reduction
  • Maintained a polite and professional tone throughout the interaction
Agent Errors / Gaps
  • Materially incorrect technical claim that MBE7000 is Wi-Fi 7 capable
  • Failed to provide step-by-step guidance for adding a new MBE7000 node (critical for mesh expansion)
  • Did not confirm RE7000 extender compatibility with MBE7000 mesh
  • No follow-up mechanism or callback scheduled despite customer uncertainty
  • Held customer for 3-4 minutes without delivering new or verified information

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent suggested adding another MBE7000 but customer ended call without resolution; no confirmation of solution or follow-up.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent asked model, serial, ISP, and node count, and identified backyard dead zones; however, did not troubleshoot signal strength, placement, or extender compatibility before recommending a new node.
R3 Met Correct resolution path conf 92%
Agent correctly recommended adding another MBE7000 instead of a range extender to maintain WiFi 7 speeds and mesh integrity, aligning with best practices for Cognitive Mesh systems.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (dead zones in backyard), asked for model, serial, ISP, and number of nodes, but did not ask about node placement, signal levels, or current extender attempts.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (e.g., remote logs, signal scans) were required; agent used product knowledge appropriately to recommend a compatible mesh node.
T3 Partially Met No misinformation conf 87%
Agent correctly advised against extenders for WiFi 7 mesh and recommended MBE7000; however, claim that extenders 'cut speed in half' is oversimplified and not universally accurate—depends on band steering and backhaul.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent placed customer on hold with timeframe, returned, and delivered information, but transitions were awkward and long silences reduced control.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'RSSI' and 'negative 61 to negative 70 dB' without explaining them or confirming understanding; however, adapted language slightly by describing signal strength as 'good to excellent'.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—offered a suggestion and allowed customer to end call without ensuring resolution or offering further support.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or follow-up were established; customer said 'I'll call you guys back,' indicating no commitment from agent.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within L1 scope and resolvable with guidance.
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 82%
Agent apologized for hold time and thanked customer, but did not acknowledge frustration with dead zones or express empathy for connectivity issues in entertainment areas.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a helpful tone and attempted to explain signal strength, but used fragmented speech and technical jargon without adjusting fully to customer’s pace or confirming comprehension.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial after initial hold; agent did not streamline process or offer to guide through setup, leaving customer to call back.
Call Transcript12 turns · 15 lines
Speaker 1
Good morning. The call box. All of these him. The support team is available. We'll be available. Silver. The blue. Now. Now.
00:00
Speaker 2
Welcome to the Links office. 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 dots.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be A - please have your device's serial number and contact information. Ready if unavailable, kind back later for out of warranty product paid support option may be available, depending on the issue.
00:00
Speaker 1
Yeah, my name is Jason and I have a... a mesh system with you guys. I need to I need to get extenders within the house as well and then also for the backyard, I was wondering how to go about that, I'm having Yeah. Let me see. Hold on. Yeah, hold on one second, please. The model number is MBE 7000. And the serial number. Yeah, it's 59a.
10:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Okay. So you have the Linksys mesh routers right and can I have the model number and the serial number of the device sir? Mhm. Okay and the serial number. Okay, that's 59A for Apple, 10M like Mary, 28D for David, 02245, correct? And who is your internet provider? AT&T. Okay. How many linking devices you have, sir? How many and the 7200 three nodes. Okay. And this is for initial setup. Is this newly purchased? Oh, okay. So the okay, so you lost connection on all of your nodes, like, sir. And after replacing the main router, actually after replacing the main router. Okay.
10:00
Speaker 1
No, no, no, no, no, no. I have three nodes in a house. The house is over 3,000 plus square feet. I have a huge backyard. I have an entertainment system now, things in the back with barbecue area and stuff. Inside the house, I have connectivity. Sometimes the connectivity, there's dead zones. So I'm it's not because I have an upstairs and a downstairs and a garage. So I need connectivity. So I have one of the nodes is in the garage, connected to the AT&T fiber box. I have one node upstairs and one node in the kitchen. What I'm finding though is in the backyard, I'm having issues with um connecting to TVs and things like that, because it's not the signals pour. So, what I'm looking for is do you guys provide extenders for outside and then.
12:00
Speaker 2
How else can I?
12:00
Speaker 1
okay
13:00
Speaker 2
okay. okay. so you wanted to, you're asking if, if we have the uh uh a wireless range extender um that is compatible with this uh with this existing mesh um router? okay. so all right, let me just uh check sir if there's uh a Wi-Fi seven range extender cuz this uh me 7000 is a Wi-Fi seven router. so let me make sure that we also get the uh speed that your uh ex. [silence] [silence] [silence] expecting from the MBA 7,000 so I'm going to put you on hold for three to four minutes, Sir Jason, okay? Just hold on please. Yes, hi, sir. Thank you so much for uh patiently waiting, sir. I do apologize for the hold. I'd actually verify this concern, okay. Um, with your existing set-up, sir, okay, we have uh ss you as you asked if uh we have um range extenders that is uh the the high-end extenders that we currently have is the RE7000, okay, but we don't recommend um range extender sir, because it will it will compromise or it will cut your speed to half, okay. So that's the uh that's actually the downside of having a range extender. So, what we can also suggest you to do is to get another Mbe 7000, to add one more Mbe 7000 for you to um get better connectivity and better [silence]
13:00
Speaker 1
And that would work outside? [silence] Okay. [silence]
21:00
Speaker 2
Sure, if there's any concern, move the settings anytime, it's always adjustable. Yeah, just make sure that you, so you set up in a satisfactory or adequate layer of, for example, Linksys is, yes, just make sure that you, you have an excellent to good, I mean, good to excellent our S.S.I. levels, or the strength, the signal strength of each node. So just make sure that you have negative 61 to negative 70 Db. That's the our S.S.I. strength of each node. So once you have those status of our S.S.I., then
21:00
Speaker 1
Okay. Yeah, let me work through it. Okay. I'll call you guys back. Thank you. Yeah, alright. Thanks.. Yeah. Yeah. Thank you, bye. Okay, bye. [silence]
22:00
Speaker 2
you should get better connectivity with all of your wireless devices. Okay. All right. Not a problem, sir. Jason. So thank you so much for your time. For more information, please visit our site support.linksys.com. This is Epi again from Linksys. Have a great night. Thank you for calling. Bye-bye.
22:00