V2 Rubric Detail — ea5202ac-68d1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:50
Duration
17m 25s
Contact
David Brown
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133422
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN_MBE7000

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall21.7% (-0.3)

V2 Grader Summary

The agent failed to diagnose the fundamental incompatibility between MX5300 and MBE7000 per KB guidelines, provided technically incorrect advice, and did not use available tools or diagnostics. Despite owning the case, no resolution was achieved, empathy was absent, and customer effort was increased. The interaction ended without solving the core issue.

V1 Case Analysis

Customer attempted to add MBE7000 nodes to MX5300 mesh. Agent incorrectly advised cross-generation mixing and used invalid app-based setup. No resolution achieved; call ended without verification or escalation.

Troubleshooting Steps
  • Collected model numbers, serial number, and contact information
  • Confirmed app functionality for the existing node
  • Incorrectly advised swapping router roles (MBE7000 as primary) and factory resetting the mesh
  • Guided the customer through the app's 'Set up new product' flow to add a child node (invalid method)
Key Observations
  • Agent claimed MX5300 (Intelligent Mesh) and MBE7000 (Cognitive Mesh) can be mixed in the same network—this is false per KB (velop_mesh_compatibility.md).
  • Agent recommended making the MBE7000 the primary router and resetting the entire network, which cannot resolve cross-generation incompatibility.
  • Agent used the 'Set up new product' flow in the app to add a child node, but the correct method is 5-press or Pair button (per universal_mesh_full_rebuild.md).
  • No verification that the node was successfully paired; call ended while the node was still solid blue (ready state), not solid white (paired).
  • No warranty check or escalation offered despite clear hardware compatibility issue.
Positive Highlights
  • Collected customer name, phone, email, model numbers, and serial number.
  • Confirmed the app was functional for the existing node.
Agent Errors / Gaps
  • Provided materially incorrect compatibility information: MX5300 and MBE7000 cannot be mixed in the same mesh network (per velop_mesh_compatibility.md).
  • Recommended an invalid solution (swapping router roles and full reset) that cannot resolve cross-generation incompatibility.
  • Used an incorrect method ('Set up new product' in app) to add a child node instead of the proper 5-press or Pair button method (per universal_mesh_full_rebuild.md).
  • Failed to verify that the node was successfully paired before ending the call.
  • Did not check warranty status or offer a valid escalation path for a hardware compatibility issue.
  • Did not reference or follow the correct KB articles for mesh compatibility or node addition procedures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested factory resetting and swapping roles, but the customer never confirmed the new nodes were successfully added or the network rebuilt; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent collected model numbers but skipped critical diagnostics like verifying cross-generation compatibility, firmware versions, or LED status; jumped to incorrect advice without validating the core issue.
R3 Not Met Correct resolution path conf 96%
Recommended a solution (swapping MX5300 and MBE7000 roles) that directly contradicts the KB: mixed generations cannot be combined, regardless of parent/child role; no valid path was selected.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Failed to identify the root cause (incompatible mesh generations); asked for serials and models but not firmware, placement, or LED behavior—key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use the admin web interface (192.168.1.1 or myrouter.local) to verify node status, firmware, or network topology; relied solely on app observation and verbal description.
T3 Not Met No misinformation conf 97%
Stated that MX5300 (Intelligent Mesh) and MBE7000 (Cognitive Mesh) can work together by swapping roles—this is factually incorrect per velop_mesh_compatibility.md, which explicitly lists them as incompatible.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow and collected required info (model, serial, ISP), but guidance was disorganized and failed to lead toward a correct resolution.
C2 Partially Met Confirmed understanding conf 87%
Used simple language but mispronounced/misnamed models (e.g., 'MV7000', 'NBE 7000'); did not confirm customer understanding of critical steps like factory reset or role swap.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and attempted to guide the customer through setup steps.
O2 Partially Met Proactive follow-through conf 89%
Mentioned a 4–6 minute wait and promised a registration email, but did not set a clear follow-up plan or timeline for resolution confirmation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Customer expressed frustration ('stuck for a week and a half') but agent never acknowledged emotional state or repeated effort.
X2 Not Met Tone & rapport conf 92%
Agent used a flat, procedural tone without adapting to customer confusion or pacing; repeated instructions without checking comprehension.
X3 Not Met Overall experience conf 93%
Customer restarted iPad unnecessarily; agent asked for repeated serial entry and gave steps that increased effort without simplifying the process.
Call Transcript34 turns · 35 lines
Speaker 1
Yes, you can, I'm stuck. I'm stuck for a week and a half. I bought two of the Wi-Fi 7 nodes. I wanted to add them to my system. I've got a Wi-Fi 6 and some some baby nodes. Now, they're not showing up on the app. I opened the linksys app and can't find them at all and they're just not linking in the Wi-Fi. I've got the first one connected.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. My name is [embed] and I'll be helping you today. [silence] Okay, press number one. [silence] Thank you. [silence] Yes. So, if you [silence]
00:00
Speaker 1
connected to the Wi-Fi. I've done that already and the lights are solid blue, not blinking. Any chance you can help, please? The model, hold on. Model number is MIBE 7, 2000 original models are
01:00
Speaker 2
What's the model of your mesh system? [silence] How many MBE7000s do you have in total? [silence] and what's the original model that you have? [silence]
01:00
Speaker 1
Develop. Set up. Set up S16? What's the model? Wanting... I'm just counting them all. I believe... five. Hold on. [silence]
02:00
Speaker 2
the model, what's the model? mm-hmm, how many Linksys devices do you have in total? Alright, and before you had the MB at 7,000, what's the model of the one that you already had?
02:00
Speaker 1
Got the serial number and the Mac address but it doesn't have the model name on it, it just says it's a Linksys. Model number Yeah, I found it. MX5300. That's okay. Yes, it is. [silence] the first name is David. The last name is Brown. dave Brown. 1959 [silence] Isn't it? Yeah. Yes. The biggest problem is that the new ones don't show up on the app. I can't get any of the notes to show up on
03:00
Speaker 2
David Brown. Thank you so much. what about the email address? Thank you so much. DaveBrown 1959 DB @gmail.com. So this is a phone number that you're currently calling. Is it? 0 73 05 1 19 12. All right. Can you provide me? Uh, I'm sorry.
04:00
Speaker 1
No, the app. I don't know why. Yeah, I've got nothing com the app. Hold on. Serial number. 5A10M27E013
05:00
Speaker 2
I'm not sure, but I'll call you back if I have any. Can you give me the serial number of the newer devices? The MBE 7000s
05:00
Speaker 1
I got a bee. 2-5. I did you get that? Yeah, that's right. You're welcome. It's a guy yeah. On I know, yeah, my iPad hold on.
06:00
Speaker 2
59A like Apple, 10 um like Mike, 20 seven e like echo, zero 1325 thank you so much. Lastly, may I also know who is the Internet service provider? Uh Sky, thank you. All right. Let's go back to your link the smart Wi-Fi app. First are you in the app right now? All right.
06:00
Speaker 1
Yes. I'm in the up. Hold on. I haven't got any three lines on the top. I've got the root. Yes. I've got the name. [silence]
07:00
Speaker 2
click on the three lines at the top left. So you're in the Linksys smart Wi Fi app on your iPad, right? Alright. On your home screen on the Linksys app, what can you see right now?
07:00
Speaker 1
of a router and a white node internet and it says internet source internet source serial number and it gives it serial number and the seven thousand series firmware 1014216607 IP address and two IP addresses Yeah but that's that that's only one of the nodes where I've got two of them
08:00
Speaker 2
All right. All right. If that's the case, it's already showing you the MBE-7000 since you're able to see the current firmware. So your app is working functionally.
08:00
Speaker 1
The second one isn't showing. Yes. Hold on. [silence] We start iPad. Yes, I know you're getting [silence] Okay. Yeah. [silence] Well, you're getting [silence] Okay. Yeah. [silence] Please [silence]
09:00
Speaker 2
All right. And did you try adding them the same way? All right. Can you go back to your home screen on your linksys app? There should be three lines at the top, left once you're in the home screen. [silence]
09:00
Speaker 1
I'm just completely restarting the iPad. Did you buy anything else? No, just this. I'm out of the door. I'm going through to the link isapping, frozen. So I had to restart the whole lap.
10:00
Speaker 2
[silence] You didn't need to restart your iPad, just the Linksys app.
10:00
Speaker 1
Right. It says getting router settings. That's all it's saying, and it's whirling round. Pony. It says two devices connected one node. The third port it's separately.
11:00
Speaker 2
[silence] [silence] [silence] are your MBE 7000s near the main router? [silence] [silence] are your MBE 7000s near the parent Linksys MX5300? [silence] to clarify, is the MX5300 provided by sky internet or did you purchase this separately?
11:00
Speaker 1
that's what was down there. Yeah. These aren't confiscated. What are your forward? I I've taken all my 300s out and I haven't plugged them back in again. I've only got the two 7000s in.
12:00
Speaker 2
Alright. What you have here right now is what we call a mix mesh connection. Your MX 5300s are what we call intelligent mesh, while the NBE 7000s, which are the newer ones, are what we call cognitive mesh. They are a much more stronger and much more um efficient compared to the MX 5300 that you have. Our best suggestion for this one is for you to consider swapping their places where the NBE 7000 becomes the main router instead, and the MX 5300 becomes your extenders or your child nodes. But you need to factory reset everything all over again so this will work.
12:00
Speaker 1
Yes. but only one of them is showing on my home screen. Hold on. Yeah, I see it. yes. Set up a new product? yes.
13:00
Speaker 2
I see you're currently working with just the MV7000. All right, to add a child node on your Linksys app, click on the three lines at the top left. Scroll down at the very bottom, where you can see an option: Set up a new product. There, just continue, so that it will allow you to add child nodes.
13:00
Speaker 1
It won't I can't find. I've got into the setup. It says nothing about a child node. No, it isn't. I think so. And like you know. Undermine.
14:00
Speaker 2
Yes, it's already looking for child nodes. So once you're in setup on new product, there's an option to add child node, or add node. [silence] Now
14:00
Speaker 1
Is having a look for the child known, but the child knower isn't connected directly to the Wi-Fi. I've just like plugged in. Hold on. That's solid blue, ain't it? Yeah. Yeah. No, it's been in about half an hour and yes, it is solid blue. [silence]
15:00
Speaker 2
You all you have to do is just click add another node or add node to it and follow the steps there. Right now the child node is solid blue, right? Or did or did you just plug it in? All right for the MPE 7000 solid blue means it's ready to be set up. So go ahead and try adding the child node to your system.
15:00
Speaker 1
So the assus.
16:00
Speaker 2
Does it say, does it say it takes four to six minutes? Perfect. If that's the case, it successfully detected the child node and if you noticed the final node might start blinking. Perfect. So, all that's left for you to do is just patiently wait until it is done adding the child node and that should be it as well. Before anything else, your current linksys mesh hasn't been registered, so I'll be sending you also a link where you'll be able to register your linksys MBE 7000.
16:00
Speaker 1
Thank you. Oh well then, thank you for you. Ha ha. It just the case uh it's the case uh you're welcome. Thank you. Bye. Take care. Thank you.
17:00
Speaker 2
[silence] Please check your email after the call as well. [silence] All right. Once again, [silence] thank you so much for calling. Uh-ha. I'm sorry. [silence] All right. [silence] Thank you so much for calling, Lynxes. Take care and have a great day. Bye-bye for now.
17:00