V2 Rubric Detail — 00b7f2e2-7bb3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:26
Duration
6m 51s
Contact
Tim Fox
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136552
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_VLP01
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting by falsely claiming the device is unsupported, violating Rubric v3 OOW best-effort standards requiring assistance for out-of-warranty devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot the no-internet issue, provided inaccurate information about support for first-generation nodes, offered no concrete next steps, and dismissed the customer without escalation. The interaction violated OOW best-effort standards and exhibited poor call control, ownership, and customer experience.

V1 Case Analysis

Customer reported no internet after power outage; device identified as VLP01 (first-gen Velop). Agent confirmed no longer supported and recommended upgrade. No troubleshooting performed.

Troubleshooting Steps
  • Asked for serial number and ISP information
  • Inquired about number of nodes and LED status
  • Asked if the device had been reset
  • Confirmed device is first-generation Velop (VLP01) no longer supported
Key Observations
  • Agent correctly identified the VLP01 as a first-generation Velop node no longer supported based on serial number and KB guidance.
  • No active troubleshooting (e.g., modem test, power cycle, WAN check) was performed despite the customer's issue being potentially resolvable.
  • Agent accurately explained that resetting the parent node would erase Wi-Fi settings, which is correct per KB.
  • Customer was not guided through any diagnostic steps, but the support ineligibility was properly communicated.
Positive Highlights
  • Correctly identified the product model (VLP01) and support status based on serial number and KB.
  • Accurately explained that resetting the parent node would erase Wi-Fi settings ([04:00]).
  • Collected customer's name and email and created a support record ([05:00]).
  • Clearly communicated that the device is no longer supported and recommended an upgrade path.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (modem check, power cycle, WAN status verification) before concluding no support.
  • Did not verify LED status or current network state beyond asking the question.
  • Did not attempt to guide the customer through a simple reboot sequence or app-based fix, which could have resolved the issue without hardware reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the device unsupported and suggested upgrading without resolving the issue: 'We do not provide any more technical assistance for this kind of node... You might try to consider upgrading.'
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked if power-cycling was attempted but provided no meaningful troubleshooting steps (e.g., no WAN status check, modem test, or speed test guidance).
R3 Not Met Correct resolution path conf 97%
Agent used device generational status ('first-generation nodes') as a reason to stop assistance, violating OOW best-effort standards requiring troubleshooting attempts for all devices regardless of age.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom ('no internet') and asked about outages/power-cycling but failed to isolate root cause (ISP vs. modem vs. router) or conduct targeted diagnostics.
T2 Not Met Appropriate tools / resources used conf 98%
No diagnostic tools were used — agent did not attempt remote session, router UI verification, WAN IP check, or modem speed test despite clear need for validation.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed 'We do not provide any more technical assistance for this kind of node,' contradicting KB policy that mandates best-effort troubleshooting for all devices regardless of generation or warranty status.
Communication
C1 Not Met Clear & professional language conf 96%
No clear agenda set, long silences ('[silence]'), and abrupt termination without summary or transition: 'Thank you so much, sir. You have a nice day ahead. Bye-bye.'
C2 Not Met Confirmed understanding conf 93%
Agent used generic, non-adaptive language without checking understanding or accommodating customer's frustration; no comprehension checks despite customer's repeated explanations of issues.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case by declaring the product unsupported and suggesting purchase of new hardware instead of taking responsibility or attempting troubleshooting.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps, timeline, or follow-up provided — only a vague suggestion to upgrade, with no ownership or accountability for resolution.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Escalation was warranted (customer reported prior unresolved issues with ISP/router, first-gen device requiring best-effort troubleshooting) but agent failed to escalate, dismissing the case instead.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was performed; therefore execution cannot be evaluated as correct or partially correct.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer's frustration about repeated outages and power issues; interaction was transactional and dismissive, with no acknowledgment of repeated effort or history.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, unresponsive tone and failed to adapt communication to customer's confused/frustrated state, leading to disengagement and unresolved issues.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat serial number and email details unnecessarily; agent created extra effort instead of reducing friction or using existing information.
Call Transcript14 turns · 14 lines
Speaker 1
welcome to link. Yeah, my, uh, my internet's not working. And, uh, my internet provider suggested I call link Sys. Since you're my Routers, um, I don't think it's you guys, but I'm calling just to double check.
00:00
Speaker 2
Hi, thank you for calling Linksys technical support, this is Ryo, how can I assist you today? Okay, sir, by the way, sir, let me just confirm. Uh, you mentioned your internet is not working.
00:00
Speaker 1
Uh, there's always little flickers of power outages out here in the country but uh, yeah, so, if that's possible I was on vacation. And when I came back, it was working a little bit, flickering on and off and now it doesn't work. Yes, I've done, yeah, open up the Linksys app and followed all the instructions. Both both routers and and and then the my internet provider says that I am getting internet service but when I go on to Linksys app, it says no internet connection found. Uh, it is 26D as in David.
01:00
Speaker 2
Like, did you experience network outages or power outages so far? Like, um, have you tried turning off the router and the modem, then turning it back on? Mm-mm. okay. Mm-mm. Um-hm. Um. Can you confirm to me, sir, what's the serial number for that router that you have there from Lynxsys?
01:00
Speaker 1
10 m as in Mary 33 A 0 6 0 0 4 Digital path 3 The main one The serial number was the one that's hooked up to Um The router And then the other two are remote Because I have a bigger house Um But the other two are off currently
02:00
Speaker 2
Right. Let me take a look. Who's your internet provider, sir? [silence] Right. How many total of nodes do you have, sir? [silence]
02:00
Speaker 1
it's rad. Uh, six years? Um, my wife called yesterday and, um, she- she did reset the device. They push the button, no, you push the red reset button.
03:00
Speaker 2
However, for the parent node, what are the what is the light indicator for the parent node? How long are you have you been using this device here? Okay. B L P zero one. Right. Now, sir, if by chance that your device, did you try to reset the device? Mm hmm. How did you reset it?
03:00
Speaker 1
Just just the parent node. Uh-huh. All right. Start from scratch. Okay, so just follow the instructions on on the app. I mean, on the yeah, on the Linksys app to to reinstall. Um, I thought my wife did yesterday, but maybe she did, that was from digital path. I don't know. I've fiddled with this over the years, had had quite a
04:00
Speaker 2
All of the note or just the parent? No, the one hookup. So, sir, if by chance that you're going to press the reset button of the parent node, what you have done so far is you are going to delete your current router settings, meaning to say you have deleted as well your Wi-Fi name and Wi-Fi password, and you are going to reconfigure again the whole system from the scratch. All right. Yes, sir. All right. Yes, sir. But, sir, it's just, it's the first time by the way you called Linksys. All right. Oh, I'm sorry. Okay. Just, just a fact now. Yeah. Please call me by now.
04:00
Speaker 1
a few problems in the past with both Digital Path and the Linksys so I don't know just all I know is them. All right. first name is Tim, last name is Fox. uh it's Carpfox@gmail.com C-A-R-P-O-N-F-O-X Carpfox@gmail.com. uh P, yeah, Carp on. Carp o N C A R P O N F O X @gmail.
05:00
Speaker 2
uh uh huh huh then let let me create a record for you in the system then okay may i have your first name and last name how about email address uh let me just confirm so let's c-a-r-pen fox is that correct all right thank you uh uh is that at yahoo.com
05:00
Speaker 1
Right. Right. Right. Right. Okay. All righty. Cool. All right, then I'll do I'll do that. Thank you. All right. Bye bye.
06:00
Speaker 2
i was able to create a record for you and a system sir. However, uh, based on our records here, the product that you have is part of our uh, first generation nodes, meaning to say, sir, aside that we no longer manufacture this device. We do not provide any more uh, technical assistance for this kind of node, sir. The reason for that is because it might not work anymore for this kind of uh, node, sir. You might try to consider upgrading. All right. Thank you so much, sir. You have a nice day ahead. Bye-bye.
06:00