V2 Rubric Detail — e6da8cd2-65d1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 20:12
Duration
7m 53s
Contact
Aldo Divirgilio
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133159
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6500 Unable to login

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution2.50/5
Technical1.25/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp3.21/5
Overall56.0% (-16.0)

V2 Grader Summary

The agent provided a product recommendation and explained mesh networking well, but promoted a non-existent model (MX20M3) with false specs, failed to verify critical requirements like Ethernet ports, and omitted next steps for setup support. Technical accuracy failure undermines the outcome, resulting in a partial resolution despite adequate communication and ownership.

V1 Case Analysis

Customer requested a router recommendation for a 3320 sq ft home with 8+ Ethernet ports and support for 12–24 Wi-Fi devices. Agent recommended MX20M3 mesh system, explained mesh benefits, and confirmed setup assistance. Customer accepted recommendation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent initially provided an incorrect model number (MX207) but corrected it to MX20M3 within 60 seconds, minimizing customer confusion.
  • Agent provided a clear, accurate explanation of mesh technology and its advantages over traditional extenders, addressing the customer’s coverage concerns.
  • Agent confirmed setup assistance is available post-purchase, which was a key customer requirement.
  • No technical inaccuracies were identified in the agent’s product recommendation or mesh explanation, aligning fully with the KB.
  • Agent did not verify the exact Ethernet port count on the MX20M3 (which has fewer than 8 ports across all nodes), but this was not a technical contradiction of the KB.
Positive Highlights
  • Quickly corrected the model number error, demonstrating adaptability and attention to detail.
  • Provided a clear, concise, and accurate explanation of mesh networking, directly addressing the customer’s questions.
  • Confirmed setup assistance availability, which was critical to the customer’s decision-making.
  • Maintained a professional, patient, and customer-focused tone throughout the call.
  • Efficiently gathered requirements and delivered a relevant product recommendation without unnecessary loops.
Agent Errors / Gaps
  • Initially misstated the model number as MX207, which could have misled the customer if not corrected promptly.
  • Did not verify the customer’s exact Ethernet port requirements against the MX20M3’s capabilities, though this was not a KB contradiction.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent provided a product recommendation (MX20M3) but did not confirm it meets customer needs (8+ LAN ports, basement coverage), nor answer setup support question; outcome not fully validated.
R2 Not Applicable Diagnostic thoroughness conf 100%
Customer requested a purchasing recommendation, not technical troubleshooting; no diagnostic steps expected.
R3 Partially Met Correct resolution path conf 85%
Agent attempted to match product to needs (coverage, device count) but failed to verify critical requirement of 8+ Ethernet ports; recommendation partially aligned but incomplete.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified coverage and device load needs but did not ask about Ethernet port count or current model; root cause (outdated infrastructure) inferred but not fully diagnosed.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools required for a product recommendation call; agent relied on verbal information only, appropriately.
T3 Not Met No misinformation conf 95%
Agent cited non-existent model MX20M3; no such Linksys product exists. Also incorrectly stated it 'comes with two extenders' and gave inaccurate price/warranty details.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, repeated model number when asked, managed transitions smoothly, and closed politely.
C2 Met Confirmed understanding conf 95%
Agent used plain language, explained mesh concept clearly, adapted to customer’s pace, and confirmed understanding.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the interaction from start to finish, no transfer, completed the requested recommendation.
O2 Not Met Proactive follow-through conf 90%
No clear next steps given (e.g., where to buy, how to get setup help); customer left without actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted — this was a sales/support boundary inquiry, not a technical issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not acknowledge customer’s frustration with old equipment or complexity.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, repeated info when needed, and kept tone supportive and engaged.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by offering a recommendation but failed to address setup assistance, leaving customer to figure it out.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Linksys support. 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hi. I have, I just called technical support. I have an old router and I'm looking to replace it actually. I'm just having some other issues with it that are, I mean, it's working right now, but the issue is I couldn't even just log into the thing. It's like from 2013. So, what I'd like is some support help on purchasing a a new router. I mean, a recommendation. Do you guys do that? Yes. Correct. Yeah, yeah. I mean, so I have at least six devices. I'm just, I'm not good in the networking. I'm a software engineer turned electrical engineer.
01:00
Speaker 2
Thank you for calling. Link sys My name is Gerald. Now recommendation We can suggest a peer reader if you give us like the information, like how many devices you have.
01:00
Speaker 1
[silence]. [silence] So I do have some sense about things, but just not much when it comes to network for whatever reason. So it always went over my head. Uh but anyway, um I have six, currently right now, six devices directly connected to the router. It's a Wi-Fi router of course. And um it's on my second floor. So I purchased uh some time ago a device that um takes the router and feeds it in through my electrical wiring within the house, so I could get direct connection in the basement through an electrical outlet. So I get my internet through an electrical outlet because it couldn't reach from the second floor into the basement and I didn't want to move it to the middle floor. I didn't want to move my router anywhere because I've got - being an electrical engineer, I've got a lot of direct connect devices to it. Um I also have a Wi-Fi extender, um, so I can get, um, access when I'm outside and such. So, so I guess high priorities and requirements would be, be great if I could trash that electrical connection that I've got in my house. So for a router that would actually reach down into my basement, um, one. Two, have to handle, I'd say minimum of, I don't even know, this might be beyond, uh, reasonable, but handle a minimum of eight direct connect ports on it. And, um, and as far as other items connected to it via Wi-Fi, at least, at least say a dozen to two dozen. We're heavily, heavily, heavily use a router in this house. It's amazing we got away with this one for so long. square footage of the house is 3320 square feet. Yeah. Up and down is probably, well, flour. So you got 10 foot ceiling on the first floor. This is up by middle of the ceiling here. I don't know. I'll say at least 20 25 feet from router to basement floor. [silence]
02:00
Speaker 2
800, 1,200, 3,000, 200. Up and down. okay. All right. Got it. All right. So, what I'm going to suggest is that get the MX 207. That's the model number currently.
04:00
Speaker 1
OK, so let me, uh, can you please repeat that number again? M X 2 0 M. Did you say M S? Oh, M S. S as in Sam or F as in Frank? OK. M X 2 0 M S. Yep. M X 2 0 and I'm sorry, what at the end? OK, now I'm just going to repeat it one more time. So it's, uh, Mary X 2 0 M e a r y S a m 3.
05:00
Speaker 2
that's a Wi-Fi 6 router cover 6,000 square feet because it come with a two extender sure that's MX20M3 number three. number two. Three at the end. number three. So MX20M number three.
05:00
Speaker 1
Okay. All right, I will go. Yeah. In mesh router compared to other things. Yeah, no, no, there's other questions. What is a mesh router compared to any other Wi-Fi router? Okay. Okay. So final question is, when I go and purchase this router, will there be someone there to help me set it up? I mean, if I call.
06:00
Speaker 2
You got it right. Yes. That's the one. The good thing about this one is this is a mesh router. Um, okay. You have other questions now? No, no other questions? Oh, okay. I see. So the mesh router is that, this again comes with it two extenders so that two extenders will work in the same network. You don't have to configure the name, the setting unlike with extender or another router. You'll have to configure their settings. This one have one settings. One single figure as a mesh router. So it the other two will just an extension of the um the main tower. Um main router.
06:00
Speaker 1
and just go through the settings. okay. okay good good very good thank you so very much appreciate all your help. i usually stick by linksys products i always have so that's my second a third linksys router up there so this would be my fourth. i had a uh a little switch network switch as well that handle adding on the additional ports as i was talking about. um so yeah all all good stuff so i really appreciate your time and uh have a great day. Thank you. okay bye-bye. [silence]
07:00
Speaker 2
Yes, uh, this comes with three years pre-support and three years warranty. Currently, I think it's, um, before it was $300, but this one is $129.99 on Amazon, and it's still in stock. [silence] You too, have a great day. Thanks so much. Take care.
07:00