V2 Rubric Detail — f2493408-7402-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 21:39
Duration
57m 34s
Contact
Monica Ljuljdjurovic
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Stephanie Luspo
HappyFox Case
#LTS00096954
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_Unable adding child node
⚠ 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
Accuracy3.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp3.21/5
Overall42.1% (-15.9)

V2 Grader Summary

The agent correctly identified the device as end-of-life but failed to address the core question—whether additional nodes could be added to the existing mesh. Per velop_mesh_compatibility.md, same-generation expansion may still be possible even if discontinued. The response lacked technical completeness and actionable next steps, leaving the issue unresolved despite accurate EOL information.

V1 Case Analysis

Customer inquired about expanding Velop mesh with additional nodes. Agent confirmed device is discontinued and no longer updated, recommended full system upgrade without verifying model compatibility.

Troubleshooting Steps
  • Collected serial number from the customer
  • Asked for the model number (not obtained)
  • Provided product status (discontinued, no firmware updates)
  • Recommended upgrading to a new system for expansion
Key Observations
  • Agent did not capture the model number despite customer confirming it was visible on the device
  • Agent claimed the device was discontinued as of November 6, 2023, but did not verify this against the KB or known EOL models
  • Agent did not consult velop_mesh_compatibility.md to determine if newer nodes could be added to an existing system
  • Agent jumped directly to recommending a full system upgrade without attempting any compatibility verification
Positive Highlights
  • Clear and professional communication throughout the call
  • Set realistic expectations about the product's lifecycle
  • Offered a concrete next step (upgrade) when expansion was not feasible
Agent Errors / Gaps
  • Failed to obtain the model number, which is critical for determining compatibility and support pathing
  • Provided an unverified discontinuation date (November 6, 2023) without referencing the KB or confirming the model's EOL status
  • Did not reference velop_mesh_compatibility.md to assess cross-generation compatibility, missing an opportunity to provide accurate guidance
  • Assumed expansion was impossible without verifying whether newer nodes could be added to the existing system, leading to premature recommendation of a full upgrade

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent stated the device is EOL and recommended upgrading, but did not answer whether additional mesh nodes could be added to the existing system, which was the customer's core question.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked for the model/serial number and then gave an EOL statement; no troubleshooting steps were taken to determine compatibility or expansion feasibility.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the product as discontinued but failed to provide best-effort troubleshooting for mesh expansion (e.g., checking compatibility documentation), which is expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the device was EOL but did not ask follow-up questions about current setup (e.g., number of nodes, firmware version) to determine root cause of expansion feasibility.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used KB to confirm EOL status but failed to consult velop_mesh_compatibility.md to address the customer's specific question about expanding the mesh, which was necessary for this query.
T3 Partially Met No misinformation conf 92%
While the EOL status is accurate, the agent implied expansion is impossible by suggesting a 'whole new system' is needed. Per velop_mesh_compatibility.md, same-generation nodes are compatible regardless of manufacturing status.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained basic control and closed the call promptly but did not set clear expectations or outline a plan to investigate the expansion question.
C2 Met Confirmed understanding conf 94%
Agent used simple, non-technical language and responded directly to the customer’s question, adapting tone appropriately for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the call end-to-end, did not transfer, and attempted to resolve the inquiry within their capacity.
O2 Not Met Proactive follow-through conf 96%
No specific next steps were given (e.g., where to buy compatible nodes, how to verify model); only a vague suggestion to upgrade was provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff to assess.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this type of inquiry.
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 86%
Agent was polite but did not acknowledge customer effort or express empathy regarding potential frustration with outdated equipment.
X2 Partially Met Tone & rapport conf 83%
Agent matched customer’s pace initially but did not confirm understanding after delivering key information (e.g., 'you’ll need a whole new system').
X3 Met Overall experience conf 90%
Agent avoided asking redundant questions; accepted serial number and proceeded directly to response without unnecessary repetition.
Call Transcript9 turns · 14 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be
00:00
Speaker 1
Ele vai ali merecer. [siska还有家我的] одну минуту. Оно в продаже также не имеется на Amazon. А это... какое это? Какое это? Три. Это 3 а я не знаю, с ними можно спросить кое-то читает, какое это? это размер? он пришел, но мне нужен вопрос, он пришел, забудьте, поговорите сегодня позже, [silence] येत हम लोग तो दो चार होट सीव ले रहे हैं My name is Monica Batia and I have a question. Okay, I can give you the serial number of my product. I just wanted to check if there is um if the links are mesh and I just wanted to check if we can expand it. We have three.
23:00
Speaker 2
Hi, thank you for calling SIS. My name is Clark. How can I help you? Um, um hi Monica. Um, yes. What is that?
54:00
Speaker 1
I wanted to just check if we can add, if we just buy two more or three more, we can just add them to the current system. So it is. It is the Velop setup. 009, I guess is the name. But there is, the serial number for the box is 25 S as in Sam, F as in Frank, 1, 3 M as in Mary, 3, 7 B as in ball, 1, 9, eight eight nine. There is an MAC address. I don't see a model number. I just see well there's an input. Oh, there is a model number. Okay.
55:00
Speaker 2
and sure. Uh-huh. Uh-huh. Uh-huh. Uh-huh. All right, do you have the model number of the router or Linksys device, Monica? Okay.
55:00
Speaker 1
[video Content]
56:00
Speaker 2
Okay, got it. Thank you so much for that. So yeah, this is actually a Links assured router Monika. But I just want to set your expectation that the specific model that you have right now is an older model of Links router that we have. So we're no longer manufacturing this device anymore. We stopped manufacturing this device last November 6th of 2023. So we're no longer have these we're no longer manufacturing this one and it's no longer getting any updates. So if the router is still working right now, you can still use it. But if you want to upgrade your router. so it's better to upgrade so that you don't have any issues regarding [silence]
56:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay, so these ones you don't have, but if we upgrade and get a whole new system then we can add more. Okay. Okay. Okay. Sounds good. Okay. Thank you. That's thanks. Thank you.
57:00
Speaker 2
monica that's actually correct yep that's actually right all right thank you so much is there anything else I can help you with? have a good one take care bye bye for now
57:00