V2 Rubric Detail — e3ff69b2-7920-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 09:55
Duration
8m 39s
Contact
Claudia Pitman
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135924
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product compatibility
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-35.7)

V2 Grader Summary

The agent confirmed that additional MX-4200/MX-2000 nodes can be added but provided no troubleshooting, step-by-step guidance, or next-action plan. No diagnostic questions, tool usage, or empathy were demonstrated, resulting in an unresolved issue with multiple ownership and communication gaps.

V1 Case Analysis

Customer asked about adding a wireless mesh node to MX4200/MX2000 system. Agent confirmed compatibility but provided no setup instructions or next steps.

Troubleshooting Steps
  • Asked for and recorded existing model numbers (MX4200, MX2000).
  • Confirmed that adding an MX4200 or MX2000 node is possible and compatible.
Key Observations
  • Agent correctly confirmed that MX4200 and MX2000 are compatible and can be mixed in the same mesh network (same mesh generation per velop_mesh_compatibility.md).
  • No concrete setup instructions were provided for adding the node (reset, 5-press method, placement guidance).
  • Essential information (serial number, warranty status, firmware version) was not collected, and no case was created.
  • Call ended without a clear next-step plan, leaving the customer without a path to resolve the dead-zone issue.
Positive Highlights
  • Agent correctly identified that MX4200 and MX2000 are compatible and can be used together in the same mesh network (per velop_mesh_compatibility.md).
  • Agent was polite and acknowledged the customer's issue.
Agent Errors / Gaps
  • Failed to provide the correct node-addition procedure (reset, 5-press method, placement guidance) as outlined in velop_child_node_setup.md and universal_mesh_node_management.md.
  • Did not verify internet/WAN health before discussing mesh expansion.
  • Did not collect warranty or serial information despite being a troubleshooting call.
  • Did not create or reference a support case/ticket.
  • Provided vague advice and did not set a follow-up or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed adding nodes is possible but gave no steps to achieve it, did not verify success, and closed without resolution.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic questions or troubleshooting steps were performed; the agent only asked for the model number and then moved on.
R3 Partially Met Correct resolution path conf 85%
Agent correctly acknowledged that MX4200/MX2000 nodes are compatible with each other (per KB), suggesting appropriate path within product family.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent accepted 'dead spot' at face value without probing cause (e.g., distance, obstacles, node status) or ruling out ISP issues.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not direct customer to check LED, log in to http://192.168.1.1, run speed test, or use signal app; missed opportunity for evidence-based diagnosis.
T3 Partially Met No misinformation conf 89%
Correctly stated MX4200/MX2000 can be added to existing mesh (supported by KB), but omitted critical caveats: firmware match, pairing method, and placement limits.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure: no opening agenda, abrupt transitions, repetitive 'uh-huh', and no control during customer digressions.
C2 Not Met Confirmed understanding conf 95%
Used vague affirmations ('uh-huh', 'yes ma’am') without checking understanding; failed to adapt technical complexity to customer’s expressed past difficulties.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Collected contact info but did not commit to follow-up, create case, or take ownership of resolving the node-addition issue.
O2 Not Met Proactive follow-through conf 97%
No next steps provided (e.g., 'reset node', 'use 5-press method'), no timeline, and no callback/disconnect commitment made.
O3 Not Met Closure confirmation conf 96%
Claimed no record under phone number and restarted data collection instead of using prior history; customer had to restate model numbers.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation offered and none clearly warranted — issue was within L1 scope (node addition guidance), though poorly handled.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Did not acknowledge customer’s frustration about prior 2-hour setup or need to borrow a laptop; no empathy expressed.
X2 Not Met Tone & rapport conf 95%
Maintained flat, disengaged tone; did not adjust pace or style despite customer’s confusion and history of difficulty.
X3 Not Met Overall experience conf 96%
Customer repeated model numbers and personal details; agent added friction by failing to leverage known information or streamline process.
Call Transcript12 turns · 14 lines
Speaker 1
Yes, I have a link this mesh system and I just want to know if I could add another node I have about five scattered around the house. But um there is one that it should feel should reach to the immediately on the floor below but for some reason it doesn't. So is it possible to add one but it'll have to be wireless? [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Shobi who can assist you. Mm-hmm. Ah, yes ma'am. It's always, um, okay to add additional nodes if like you think that the Wi-Fi is not the it's not sufficient. Okay.
00:00
Speaker 1
[KEEP_UNCERTAIN] Oh, I've been buying them over the years, some changing and adding. So the last one I have is quite a big one. It's supposed to reach everywhere and do many things but it doesn't really. Um, so that's why I thought I'll have another one. And they are all compatible. I think this one, although it's difficult to know because you can buy something. Oh yeah, here we go, but actually it's a two or three-year-old model. So let me go and have a look. I have noticed that that um, they're not necessarily selling the latest model when you're buying them. And it doesn't say that, oh, this is a three-year-old one. Um, but you buy them as new. Yeah, they're still working. It's just that I'll have a look and see what it says here on this.
01:00
Speaker 2
Um, what's the existing model of your, uh, nodes? [silence] I think it would be godaddy. [silence] Yeah. [silence] Are they still working? [silence] Uh, yeah. [silence] Uh, it's not sure.
01:00
Speaker 1
That's probably what you want, sir. Well, no, that's the name. It doesn't say the model number is different. Sorry, model number is at the top. It's not on the sticker. So the model number is MX 4200. Um, just the ones the other ones are different. No, it's not. Would you like the main node? Okay. Yes, and that's working. Yeah, but that's the top now that is closest to where I want to
03:00
Speaker 2
Sorry. Can you repeat the model number? The name. Uh-huh? Oh, so MX-4200. Oh, I see. So how many MX-4200 they have? Uh-huh? So, this MX-4200 is the main node. Uh-huh? Yeah, so I can check the compatibility. So, this is the... this is one of the child nodes? Uh-huh. Uh-huh. Uh-huh. Uh-huh.
03:00
Speaker 1
extend the signal. the other node is here. model number is MX2000. yes. yes. yes. yes. no, I bought them.
04:00
Speaker 2
mm-hmm. Yeah, that's it. . Oh, this is the main node, MX2000. Yeah, this is 2. 0. So, this MX2000 is on solid blue light also. Is it working? Mm-hmm. So, since you have your all, like you mentioned earlier, you have like around five nodes. And it's all working? Mm-hmm. All the nodes men were provided by your internet service provider. Mm-hmm. So who is the internet service provider? [silence] Thank you for listening my guy. Oh, then, so this is the ISP, so you are asking if you can add additional nodes, man, to your existing? Oh, yes, ma'am, certainly you can add, additional nodes, if you, like there's still a dead spot in the house. Yes, you can, so either you add MX 4200 or MX 2000. Yeah, you can have MX 400. You have, to like add, so then you can put it in the basement. Well you have, yes, yes, ma'am.
04:00
Speaker 1
Buy. [silence] One more and then I'll just connect it wirelessly to the one that is from the kitchen. [silence] But for that I'll have to ring you again because last time it took two hours for it to connect. [silence] it was just and we need I needed to borrow a laptop because it was the only way to do it. It was really complicated. Oh yes, yes, I have. I mean, I've had my things for a long time. [silence] Yes, 07590 676694.
06:00
Speaker 2
yes you uh huh uh huh yeah yeah maybe there's like uh concern before uh so you mean you contacted us before let me check if they can pull up for a long time can I have your phone number ma'am so I can pull up the records okay so oh seven five nine zero six seven six six nine four let me check um there's no record uh under this phone number so it's been all
06:00
Speaker 1
probably about a year ago when I did the last node. Yeah, if you want. Here's Claudia. Yes, that's correct. Uh, Pittman. P-I-T-M-A-N. Ma. Now. Papa India Tango, Mama
07:00
Speaker 2
And it's been a long while since your Last interaction with us. How about this one, ma'am? Since the record is no longer on the system, is it okay to ask for your information to create your case, ma'am? Oh, thank you, ma'am. So, I have your best contact number. What's your first name? Claudia? So, it's spelled C-L-A-U-D-I-A. Claudia? Uh-huh. Thank you. How about your last name? Can you spell out the last name? So, that's Tango, Alpha, Tango, Nancy, India, Nancy? Oh, Oh, Petman. And how about your email address? uh, sorry, sorry. What's that email? Can you repeat? uh, um, uh, sure, yes. Okay, then. Bye-men. Bye. Thank you.
07:00