V2 Rubric Detail — f42102b4-6120-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:55
Duration
17m 56s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kennford Plastina
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall17.3% (-38.7)

V2 Grader Summary

The agent failed to resolve the issue by recommending incompatible mesh nodes (MX5300/MX4200) for an MX5500 system, violating KB guidelines. No troubleshooting or validation was performed, and the customer was left without a viable path forward. Despite basic politeness and record creation, technical accuracy, resolution, and effort reduction were severely lacking.

V1 Case Analysis

Customer with MX5500 mesh seeks to add a node for wired backhaul in office. Advised that same model or compatible MX5300/MX4200 can be added wirelessly and used for Ethernet connections.

Troubleshooting Steps
  • Identified customer's intended use: wired backhaul via added node.
  • Clarified current model after initial misidentification (MX5400 → MX5500).
  • Discussed compatible node options (MX5500, MX5300, MX4200).
  • Confirmed wireless setup with wired backhaul is supported.
Key Observations
  • Agent initially misidentified the model as MX5400 [04:00], then cited non-existent 'MX5454 100' [06:00], causing confusion.
  • Agent mentioned 'MX6500' [15:00], a non-existent model, indicating KB inaccuracy.
  • Five-minute unexplained hold [06:00–07:00] disrupted call flow.
  • No case number created despite collecting full customer details.
  • Warranty status and serial number not verified, despite relevance to product support.
  • Correctly confirmed that a new node can be added wirelessly and used for wired Ethernet output [16:00–17:00].
  • Directed customer to support.linksys.com [17:00], a valid self-help path.
Positive Highlights
  • Collected full customer contact information (name, phone, email) [04:00].
  • Confirmed the correct model (MX5500) after customer verification [09:00].
  • Correctly explained that a new node can be added wirelessly and used for wired backhaul [16:00–17:00].
  • Directed customer to official support site (support.linksys.com) for further help [17:00].
  • Maintained polite and patient tone throughout the call.
Agent Errors / Gaps
  • Incorrectly identified product model as 'MX5454 100' [06:00].
  • Mentioned non-existent 'MX6500' model [15:00].
  • Failed to verify serial number or warranty status.
  • Did not create or cite a HappyFox case number.
  • Allowed 5-minute unexplained hold, reducing efficiency.
  • Did not provide step-by-step node addition instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested purchasing MX5300/MX4200 nodes, which are incompatible with MX5500 per KB; no valid solution was provided, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken — agent did not check firmware, node status, or verify compatibility before recommending incompatible models.
R3 Not Met Correct resolution path conf 98%
Agent recommended cross-generation nodes (MX5300/MX4200) that are not compatible with MX5500, violating KB guidelines and providing an incorrect resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms or root cause; simply repeated the request to buy a node without diagnostic inquiry or logical process.
T2 Not Met Appropriate tools / resources used conf 95%
Agent accessed CRM to pull record but failed to use it to verify model compatibility or firmware; no KB, pairing test, or technical validation was performed.
T3 Not Met No misinformation conf 99%
Agent stated MX5300 and MX4200 would work with MX5500 network, which is factually incorrect per velop_mesh_compatibility.md — different mesh generations cannot mix.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the interaction and maintained basic control despite holds, but long silences and lack of clear direction reduced effectiveness.
C2 Partially Met Confirmed understanding conf 88%
Agent used polite language and acknowledged wait time, but did not adapt explanations or confirm understanding of technical details.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent created a case record and verified customer identity, showing ownership, but failed to provide a correct resolution path.
O2 Not Met Proactive follow-through conf 96%
No specific next steps or follow-up were given; agent only said 'you may check Amazon' without guidance on compatibility or setup.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed basic courtesy and thanked customer for waiting, but lacked deeper empathy or acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral tone but did not adjust pacing or check comprehension when discussing node compatibility.
X3 Not Met Overall experience conf 97%
Customer was left to independently research, purchase, and configure a compatible node, creating avoidable effort.
Call Transcript20 turns · 23 lines
Speaker 1
Carla, how you doing today? Good, good, good. I was wondering if you could help,
00:00
Speaker 2
Welcome to Lynxus 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.lynksus.com. Please have your device serial number ready. For assistance, press 1. Now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices 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. Thank you for calling Lynksus. This is Skylar. How may I help you? All right. I'm good. Sir. How about you?
00:00
Speaker 1
I have a Lyncsys system, I have the, um, MX5400. I have the, I have three nodes. Um, I have a pretty big house, so I have the nodes in different areas of the house, but, I need at least another note or two. I need to have another wireless node somewhere else because I need to have, um, I need the land, the Ethernet cable to connect additional devices. And right now the location that I have, I only have an Ethernet cable. So, I need to extend that Wi-Fi system by adding another piece or two piece to my existing system. But I don't seem to find anything and it is you can. can't go in any store and buy links is anymore so I don't need I need to get something that will actually work with my system. If you could help me. Right, I have one ethernet coming from the from another network downstairs. Um, so that comes up to my office with the ethernet cables. But where my office needs I need to hook up I need like two devices need to hook up there and so I have to get a network that I could come into that network and then maybe have two devices going out.
01:00
Speaker 2
okay, all right; basically, you just want to know a node that can, that you can use as an additional node, right? Okay. Um-hmm. Uh-huh. Okay. Mm-hmm. You want the devices connected via wired or wire less.
02:00
Speaker 1
Well, let's see. No, I don't know. Um, no, I don't have a node in the office. So, I the, the ethernet cable coming up to my office is coming from a node downstairs. So, I need to put a node upstairs. It's hardwired. So, in my office, I'd need to have something where I could have two, two input or two output: one to my computer and one to my wireless camera. Right now, I have one cable coming in that goes to my computer.
03:00
Speaker 2
okay, because right now your setup is the node that's on your office that is wired directly to another node, right? mhm, yes, yes, and it's connected, okay, okay, all right, all right, so, let me just um, create a record for this, but I have recorded like this before, and this is the first time [silence]
03:00
Speaker 1
[KEEP_UNCERTAIN] four and they said at that time you guys can't sell anything direct. So let me call back. and so, um, 407 407 7 38 249. I bought the system from you guys a couple of years ago. It was a tree note the steel. from the hall yeah yeah for it guess me. at Gmail.com, correct. correct. correct. correct.
04:00
Speaker 2
Mm-hmm. Okay. Can I have your phone number so that I can pull up your record? Mm-hmm. Mm-hmm. Again, contacting. Uh, okay. Sir, is it Joe Ramdehal? Okay, and email address, joeramedehal@gmail.com. Okay. Okay. All right. So, your current primary node, your main node is the MX5400, correct? You can um, so you currently you've got um total of three nodes, right?
04:00
Speaker 1
Okay, so I have to get the same exact note to work. Is there other note I could add that would work with this system? Yeah. So you guys don't sell them anymore.
05:00
Speaker 2
Okay, so you can actually get the same node that you have okay and then if you want to buy this node, you can check at a local store or you can check it at Amazon. Yes, you can actually get the same node. Other node. The one, um no sir, we don't sell it directly. So it will be on some local retailers and
05:00
Speaker 1
Correct. Correct. [silence] White. Sure. Yeah, appreciate it.
06:00
Speaker 2
So the device that you have right now. So is the Mall MX, you bought it in a three pack device right? And again the model number of that is M X 5454 100. Okay. The one that you have right now, the color of that, is it white or is it black? Right? Okay. Alright. Okay. I'll tell you the patient hold for just 3 to 5 minutes. Let me double check that. Stand align.
06:00
Speaker 1
all right sure appreciate your help appreciate your help thanks hey okay fifty four perfect perfect yeah you could see it in your record should show the purchase I bought it from you guys is it fifty five yeah yeah you could see it in your record should show the purchase I bought it from you guys
07:00
Speaker 2
I'll be back. Thank you. Oh, welcome. stand the line. uh, there. Thank you. uh, thank you for waiting. I'm sorry for that whole. Let me verify this for you. The router that you have. Is it an MX 54 or is it MX 55. It's 54, right? Oh, okay. Thanks. Um, because the one that's under records are, it's a 55. Uh, that means
07:00
Speaker 1
okay I'm not home but hold on a second let me check my phone I think I took a picture of it um Just bear with me a second, just
08:00
Speaker 2
Double check it again, hold on, are you at home right now? Is it okay if we can double check it, sir?
08:00
Speaker 1
Okay. It says MX 5500. I have a serial number, too. Okay. Yes ma'am. Neither one would work. Okay. Okay, dear um, they're expensive I think on Amazon now
09:00
Speaker 2
Hello sir. Thank you so much for patiently waiting. I apologize for that hold. Um you may try, again, as I mentioned, you may try to get the same model the MX 6500 or you may try to go for MX 5300 or MX 4200. Ah yes, sir. Okay. But you may try to get um like MX 5500 since that is already um on your network so maybe you can just add the same um model. Oh, you may um [silence]
15:00
Speaker 1
Oh, okay. okay. Pick up. Amazon, you gotta be careful. You buy stuff, sometimes they send you stuff that people returned. So, you know. Okay, so either one of these would work, MX, CM-BP-180. Now, if I want to add a note, I don't need to add, I don't need to hard wire it. It could it could work with Wi-Fi and once it's Wi-Fi. Go ahead, sorry. So if it's set up as wireless, can I hardwire out of it? to computer. Okay. And the note would wirelessly communicate with the other note. All right. Thank you. All right. Thank you. I appreciate it. Thank you, ma'am. I appreciate it. All right, bye.
16:00
Speaker 2
it can you can set up the new node as a wireless not wired yes yes oh yes yes you can wire then a computer to that node yes yes You're welcome you may also check our website sir that support.linksys .com okay so you um use your phone number call us back in the future sir just use your phone number as your ticket number so that we can pull up your record okay you're welcome you're welcome sir so thank you for calling linksys this is Scarlett bye for now [silence]
17:00