V2 Rubric Detail — e427e9c0-64bf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 11:31
Duration
11m 32s
Contact
No name
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00132921
Support Country
United Kingdom
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Sales inquiry
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information (compatibility claim) that would lead the customer to purchase an incompatible device, constituting a critical failure under rubric section F (Non-Adherence to KB).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to verify mesh-generation compatibility, recommending an incompatible MX5500 node for a WHW03-based SPN MX55 system. This material technical error invalidates the resolution and constitutes a critical failure. No troubleshooting was performed, and the customer was left with a high risk of purchasing a non-functional product.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended an incompatible node (MX5500) for the customer's SPN MX55 (WHW03 series), which violates cross-generation compatibility rules. The issue was not resolved as the customer may purchase a non-functional product.
R2 Not Met Diagnostic thoroughness conf 90%
Agent failed to conduct basic diagnostic steps such as confirming the model generation or checking compatibility, instead jumping to a recommendation without verifying technical feasibility.
R3 Not Met Correct resolution path conf 95%
Agent selected an incorrect resolution path by recommending a cross-generation node (MX5500) that cannot join a WHW03-based mesh, despite clear KB documentation prohibiting such mixing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (weak coverage) and need for a node but did not ask about model specifics or environment, missing key diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 90%
Agent should have consulted the KB (e.g., velop_mesh_compatibility.md) to verify compatibility before recommending a product, especially given the risk of cross-generation incompatibility.
T3 Not Met No misinformation conf 95%
Agent stated the MX5500 is compatible with the SPN MX55, but per KB: WHW03 series (including SPNMX55) cannot mix with MX6200/MBE7000/LN1400 generation nodes. This is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call flow but used excessive filler phrases ('rest assured', 'don’t worry') and failed to clarify confusion when the customer struggled to find the correct model online.
C2 Met Confirmed understanding conf 85%
Agent used simple language, repeated key points, and adapted to the customer’s non-technical level effectively.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, did not transfer, and attempted to provide a complete solution.
O2 Partially Met Proactive follow-through conf 80%
Agent mentioned the customer could call back for help but did not specify how to initiate setup or what support would entail, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite tone and reassurance but relied on scripted phrases rather than genuine empathy or acknowledgment of customer frustration.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, responded promptly, and kept engagement despite product confusion.
X3 Not Met Overall experience conf 90%
Customer expressed difficulty finding the correct node on Amazon; agent did not provide SKU, direct link, or search guidance, increasing customer effort unnecessarily.
Call Transcript24 turns · 24 lines
Speaker 1
Oh, hello. Um, I have got a giggla broadband system in my house uh which has a linksys uh router which is uh uh I think it's a SPN MX 55 uh, which provides me with wi-fi around the house mostly except for the far end. So I'm thinking of um, maybe getting a node which I can put at the far end to extend the wi-fi. Now, would you clear I can do that, but they can only, I can't buy it from them. They only, who
00:00
Speaker 2
Welcome to Lenoxis support. To assure quality service, your call maybe monitored. Please remain on the line for assistance. Hi, thank you for calling Lenoxis. My name is Josh, how may I assist you today? Uh-huh. Uh-huh.[silence]
00:00
Speaker 1
Do I do it as part by extending the CV increasing the um monthly um payment, which I don't really want to do. I I'd rather buy it. So I I'm ringing you to see you uh whether you do a node, which is possible for me to buy. Yes. Yes, I I I'd like to know which know to get. You know, MX559.
01:00
Speaker 2
Mm-hmm. Yes sir, actually you can just purchase like another node if you want to extend the signal coverage of your system, and so I guess you are like ringing me because you want to recommend or you want me to recommend a suitable model for your current router, is that correct? Mm-hmm. Yeah, I understand, sir. Don't worry, sir. Uh actually you can purchase uh this model, which is the MX5500.
01:00
Speaker 1
Can I budget that on on Amazon? Can? And that's that's a node rather than a router. So you say that again. I miss that. Yeah, that's what I want to do. Yeah.
02:00
Speaker 2
Yes, sir. And you can purchase mm-hmm. Amazon. Yes, sir. You can purchase it. Yes, sir. rest assured that this node that I just recommended to you can be set up as a child node. So that means that this one will extend the signal coverage of the main router. Sir. And you can set it up as either wireless or wired connection. Don't worry. Don't worry. So this uh this node that I just recommended, you can set it up as wireless or hard. So that means that you can either wire this node directly to the main router or you can just set it up wirelessly. When I say wirelessly, that means that this device will be connected via Wi-Fi to the main router, the one that provided by GigaClear. Mm-hmm. All right.
02:00
Speaker 1
Precisely what I'd like to do. So, um, yeah. So I'll, I, so I just have to plug it into the mains electric and it should work. Yeah? Okay, right. Good. I'll do that. Now, um, uh, actually, on Amazon, I can't see the, uh, 55, 5500. No. Okay.
03:00
Speaker 2
Yes, sir, and rest assured that the one that I have recommended is compatible with your current device. And if you need, like, if you need further assistance during or when you want to troubleshoot or set up this new device, rest assured that you can just give us a call. . Will you give me one to two minutes? OK? I just need to double check that one here. Thank you. [silence]
03:00
Speaker 1
Yeah, okay. Okay. Zero one. Yep.
04:00
Speaker 2
Canadian citizen Canadian was waiting can I so uh-huh on your like on your computer or phone uh on the story on the browser can you search instead MX 5501 All right. [silence]
04:00
Speaker 1
the first one that comes up is it says develop but that's a rutter that's not what I want okay yeah so i mean i
05:00
Speaker 2
Don't worry, sir, the, [silence] thing is, this devices or what we call router or node can be set up as a wirefi, child node or main router, [silence] so rest assured that they are compatible with each other. So either you want just to set up a new stand alone router or just use it to extend the signal coverage of your system. So since you want to extend the signal coverage, rest assured that the one that I have provided or any other mesh node, sir, can be set up as a wireless range extender or wireless child node to your current system. So that, yes, sir.
05:00
Speaker 1
I don't know which one you know there are several here and I'm not sure which one to you know uh go for. This one the first one that comes up is the Vevelop whole home intelligent mesh AX4200 system tri-band one pack wireless router. Now four two zero zero yeah [silence] Thank you.
06:00
Speaker 2
Yeah. Ah. I'm sorry. I'm sorry. Can you repeat the model number again? A X Oh two zero zero. That node, sir, is still compatible with your router. If that's available on Amazon, you can go to that model instead. However, if you really want the one that I have recommended, which is the M X 5 5 0 1, try to type yeah, try to search in or type in A X 5 5 0 1 or the correct description is Maybe AX 5.0 1 will tell you more about the product.
06:00
Speaker 1
Sorry say that again Iberop Atlass did you say Atlass Atlass links it Atlass Velop cubesix Velup anything else dual band Okay so I've got link SA Atlass pro six s Velop dual band Okay let's have a look at that Okay retract the dual bender okay a ex t
07:00
Speaker 2
category.
07:00
Speaker 1
5400. Yep. But uh, it unfortunately has not a single one. It's a two pack system yeah. Yeah. Yeah. This is yeah this is a Veeloo whole home intelligent mesh Wi-Fi 6 ax4200. That's a one pack wireless router. Yes. Okay. Okay.
08:00
Speaker 2
So, like, they are on path. Is that correct? Like, to path? And what about the one that you searched earlier, like you mentioned earlier, sir, like the A Rogue Reavers? That can be solved by just one pack? Yeah, so Don't worry, sir. That's actually fine. Resistor that that device is still compatible with your current router or current mesh routers. So again, Resistor that there will be no problem when setting that node as a child.
08:00
Speaker 1
This is available on on on Amazon uh as uh for 69 £. So, the you know, that that that seems to me to be to want to go for. It said Lades develop whole home intelligent Mesh Wi-Fi AX 4200 system Tri band. Is that going to make a problem tri band instead of dual band? Okay. Okay. So it says gigabit. Uh, so when I get this, how do I set it up for um, for uh, a node rather than a a router? Is there a switch?
09:00
Speaker 2
Yes, sir. Mm-hmm. Mm-hmm. Ah, no, sir. Rest assured that there will be no interference. All right. And, yes. Okay. Yeah, for that was ... Yes. Yes, sir. There's actually like a...
09:00
Speaker 1
[KEEP_UNCERTAIN] Okay. More Kowle. Casey. Okay, right. Okay. I'm now, I'm... it's giving me some alternatives here. For example, there is a several Yeah. MX four to zero zero x, five three zero zero. Yeah, but you know, yeah. Okay. Anyway, I think I might go for this one and uh, you know, see how it, you know, if I can set it up if it have problems then I'll give you a call. Yeah. Uh...
10:00
Speaker 2
Instructions on how to set that one up as a child mode and if you will need like an assistance from us you can actually give us a call and rest assured that setting it up as a wireless range extender or wireless child mode will not take like 5 to 10 minutes so yeah mm-hmm mm-hmm uh-huh yes sir and again you can just give us a call if you need further assistance in how to [silence]
10:00
Speaker 1
Okay. Okay. Okay. Yeah. Okay, good. Thank you very much. Okay. No, I think that's fine. Thank you. Okay. Thank you. Thank you. Okay. Thanks. Bye bye. Bye bye. Yeah. Bye.
11:00
Speaker 2
set that one as a child, okay? And again, we're sorry that that node is compatible with your current main router, your main node. You're most welcome, sir, and is there anything else? got it, you're most welcome, and thank you again, a friend, thank you. Again, for calling Linksys, sir, you have a great day. Bye. Bye. Bye for now.
11:00