V2 Rubric Detail — 03d6fcf8-65c3-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 18:26
Duration
21m 5s
Contact
Bruce Weir
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133147
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration_WHW03
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to provide standard troubleshooting for an out-of-warranty device and incorrectly stated no free assistance would be given, violating OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the customer's core issue — connecting to a used Velop mesh system — by refusing troubleshooting based on an incorrect interpretation of warranty policy. No diagnostic steps were taken, ownership was abdicated, and communication was poorly adapted to the customer's needs, resulting in a complete failure to advance resolution.

V1 Case Analysis

Customer unable to connect to used Velop Wi-Fi; does not know password. Agent collected contact and serial number, incorrectly referred to device as both router and extender, offered no troubleshooting, and promised to email generic steps. No resolution achieved.

Troubleshooting Steps
  • Collected customer name, email, phone, and serial number
  • Asked about node status and Wi-Fi network visibility
  • Suggested checking for password on device (but did not guide reset or recovery)
  • Offered to email generic configuration steps
Key Observations
  • Agent gave contradictory information about the device type (router vs. range extender) at [02:00] and [19:00], undermining technical credibility.
  • No concrete troubleshooting steps (reset, admin-page login, password recovery) were provided despite customer confusion and failed connection attempts.
  • Agent declared the unit out of warranty since 2020 at [18:00] without performing a warranty lookup, violating protocol.
  • Agent failed to recognize that a factory reset or 5-press recovery was the appropriate path for a used Velop with unknown credentials.
  • Agent incorrectly assumed the device was already configured and advised contacting the previous owner instead of guiding recovery.
Positive Highlights
  • Collected basic contact information and serial number accurately.
  • Maintained a polite tone despite customer frustration and technical difficulties.
  • Attempted to clarify node roles in mesh setup, though explanation was flawed.
  • Recognized that the device might need reconfiguration due to prior ownership at [18:00].
Agent Errors / Gaps
  • Confused device classification, calling Velop both a router and a range extender, leading to unclear guidance.
  • Failed to verify or recover the Wi-Fi password using proper methods such as factory reset or 5-press pairing.
  • Did not follow standard mesh-node reset/pairing procedures from KB for a used device with unknown credentials.
  • Did not confirm internet/WAN status or guide customer to access web UI at myrouter.local or 192.168.1.1.
  • Provided no actionable steps; only promised an email with generic instructions.
  • Declared warranty status without lookup, stating device is out of warranty since 2020 without verification.
  • Incorrectly advised customer to contact previous owner for password instead of guiding reset procedure.
  • Failed to recognize customer's technical inexperience and gave no step-by-step support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Wi-Fi connection issue or help the customer recover the password; only offered to send an email with no confirmation of follow-through.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed (e.g., no factory reset guidance, no local admin access check, no firmware verification), despite the issue being setup-related and resolvable.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated that out-of-warranty devices receive no free phone support, violating the OOW best-effort standard which requires troubleshooting for setup, Wi-Fi, pairing, and firmware issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause (likely incorrect password or prior configuration) and skipped diagnostic questions about setup status, LED behavior beyond color, or device connectivity.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote diagnostics, admin UI access at http://myrouter.local, or prior case lookup) even though they were appropriate and necessary for resolving a configuration issue.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: claimed no phone support for out-of-warranty devices, contradicting documented policy requiring best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure: agent did not frame the interaction, lost control, repeated irrelevant prompts, and failed to manage transitions or silence effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'parent node' without explanation and failed to adapt to customer's self-described lack of tech knowledge, leading to repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by deferring to unknown third parties ('someone helped you'), refused direct troubleshooting, and offered only an email with no accountability.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send an email with steps but gave no timeline, did not confirm receipt, and failed to establish clear next steps or ownership.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted, as the issue was basic setup support within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered brief apologies ('I'm sorry about that') but failed to acknowledge the customer's frustration, age, or repeated effort, resulting in a transactional tone.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or emotional state; continued with scripted prompts despite clear confusion and distress, failing to check understanding.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (e.g., device type, setup status) and was asked to locate passwords independently, increasing effort unnecessarily.
Call Transcript37 turns · 40 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's serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Thank you for calling Linksys's technical support, my name is Dylan, how can I help you today? Good, good.
00:00
Speaker 1
I compromise the data. I can really hear everybody. I can hear everybody in the background better than I can hear you. [silence right] Yep. Hello? Yeah, well, it sounds a little better than it was. It's not a router, it's a well Wi-Fi extender.
01:00
Speaker 2
I see. So you just bought, bought the device? I'm sorry about that, sir. Uh just a moment, okay? Hello, sir. All right. Um, sorry about the, the background noise, sir. Okay. Um, I'm having issues with my tool here and um, I I can can't get the noise cancellation turned on. So yeah. All right, sir. Anyway, going back to your concern, um, so you just purchased a Linksys router, right? What theI'd like to ask you.
01:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, says whole home Wi-Fi is what it says. Linksys Velop whole home Wi-Fi on the box. And there's three uh three knobs. It is a router? [silence] Well, but I talked to [silence]
02:00
Speaker 2
Oh, it's a range extender. Oh, it's actually a router, sir. Yeah, it's actually a router. yes, sir. But um it's a mesh router. So technically you can connect them um um I mean it can be interconnected and they can be swapped as a main router like that. But anyway, I'll explain everything later on as we go on with the troubleshooting. But um yeah uh let me just run some verification with you sir first uh in order for me to proceed further so that uh it can create a record of you here on our system. okay? All right um yes, sir. Um I have your full name, sir. And if you could spell your full name? B R I G U E T T E E.
02:00
Speaker 1
Bruce Weir, W-E-I-R, D w-weir d 1962 at gmail.com, yes, they've all got different ones. There's three, okay, well, the one that's
03:00
Speaker 2
alright, what is your email address, sir? OK, that's be weird 1962@ gmail.com. Alright, sir, thank you so much for that. And let me also verify your phone number. That's 2509-511849. alright now, sir, can you provide me the model number and the serial number of your Linksys router? Um, you just have to choose one, sir.
03:00
Speaker 1
You have a go. I got one that's hooked up, like I plugged it into my modem. Okay. okay. Well, okay, I just gotta get a flash drive. Hang on a second. I
04:00
Speaker 2
uh yes sir cuz that's that's how it should be set up so you should um the setup should be um you'll have one of the node to be set as your parent node so we used to call it as a parent node so it will serve as your main router and then the two child nodes will serve as an an an extender or uh a router that will extend the coverage of your um your connectivity so you just have uh uh you you can give me sir the serial number of the one that you're going to set as your main router. All right sir no problem.
04:00
Speaker 1
okay i'm back hello oh yeah all right so you want the serial number? 6-20-J-10-C-627 C05924 Yeah Shit, I can't remember the name anymore Oh, man What? Uh... Fuck it's something new Vable Vable, that's it
05:00
Speaker 2
Yes, sir, the serial number. All right, sir, let me just repeat that one. It's 20 J. 10. C. 6. 27. C. 0. 9. 24. All right. And may I also know, sir, who's your internet service provider? [silence]
06:00
Speaker 1
Maybe.
07:00
Speaker 2
I'm sorry? that's, bubble. okay, let me just look. Mm-hmm. okay, let me just search for that one sir, just a moment. Okay, so that's bubble. All right. [silence]
07:00
Speaker 1
Yeah. Yeah. Yeah, no problem. Well, They all have a green light on them. Well, but it won't, let me connect to it. So I don't know what I got to do to connect to it. [silence]
08:00
Speaker 2
Bob. You're in Canada right? Okay, okay. Anyway sir, just to confirm with you, uh right now, uh what is the status of your nodes? uh especially the main one? Oh, okay, um, if you say that they all have a green light on them, it means that they're all already online, like, um the wi-fi is showing.
08:00
Speaker 1
Yeah, it shows that there's a, a uh, linksys. But when I click onto it, I don't know the password. Okay, well, all right, let's try that, I guess. I got to go into the my settings and try the wife, like, So,
09:00
Speaker 2
The passwords, sir, is located underneath the main one. They actually have different Wi-Fi passwords, but once you connect those nodes, those child nodes to the main one, the main password will be the one that is indicated underneath the main router there's a password there. [silence] you Just have to use the [silence]
09:00
Speaker 1
yeah, I'm gonna try it right now, I'm, sorry, man, I'm, like, I'm, I'm 64, and I don't know phones, I don't know computers, I don't know nothing, right, so, [silence] nothing, right, so, doesn't seem to be connecting.
10:00
Speaker 2
[ silence ] [ silence ] the default Wi-Fi password that is indicated underneath the device. all right, let's write. [ silence ] oh, it's okay, it's okay, no problem.
10:00
Speaker 1
I'm positive, I did it, but it says, 'unable to join the linksies network.' So, I'm doing okay. Now, I'm gonna try the password again. Does it R M 7. M, J, M, J, Z E V S Z M.
11:00
Speaker 2
just ensure sir that you're putting in the right uh characters that is indicated on the router by the way since you're um loading a new for is this possible that you can plug that power source
11:00
Speaker 1
Still says it's not able to connect yeah yeah name is that the password is that i did it twice," said. So, We're [ silence ]
12:00
Speaker 2
[silence] so you have already configured the device? you have already set it up cause you? [I'm sorry] that's the? [no] oh okay so you didn't know if it was the the Wi-Fi name of uh the linksys router? can you try checking your Wi-Fi settings on your phone? uh uh can you tell me what are the available networks showing there?
12:00
Speaker 1
weird, and then a Shaw one that I don't even know why it's still here anymore, and then linksys, other networks is here, yeah, but when I click on it, it will not let me join it. What do you mean? No, it just says linksys. It says other networks, linksys. I know what my password for my weed one is, but not like I mean there's I'm looking on this modem here. I guess maybe it can be it. I don't know. I'm
14:00
Speaker 2
There's a Linksys showing there. uh... well, what's the name? Linksys setup? It just says Linksys. Oh, okay. Um, didn't you ask the um the one who set up your your systems uh... what's your password? Can you confirm to me ma'am, how many tools are used? Uh, I'm sorry. Only one base.
14:00
Speaker 1
Yep. And for Linksys? Well I'm connected to the weird one. But it shows like when... But regardless of the fact of whatever I walk away from these things, off my... well when I'm like, you know, I've got my Wi-Fi, you got the three bars on it or whatever. And when I walk around my house, it dropped off on weird but Linksys says that I've got tons of, so I... you know, like I'm... Link
15:00
Speaker 2
Yeah, if you know the password for your Weir network, you try putting the password not, um no no, on Weir. Oh you're connected to the Weir one then, I think that's it, sir. Well, um, if you like, but not providing an internet... for Wi-Fi, I'm sorry? It shows... So you can... Sometimes your Wi-Fi can be shows you um... Remove. So may know if you know... may know if you know who set up your router
15:00
Speaker 1
[silence] Because I I'm trying to these things are extenders and I want them to work for my kids in the back room and and I want it to work on when I shop in them. Right? [silence] Man that's just like I don't well these things aren't these linksies aren't working though. Because when I walk away when I walk away
16:00
Speaker 2
Okay, basically when I'm just looking for you, blue light shows in the device. Okay, here's the thing, sir, cuz it seems like your router is already online. So I don't think we need to undergo a setup again. And um, you've mentioned earlier that someone helped you setting it up. So uh, you should ask them what was the password they use to um, or what was the Wi-Fi name and the password cuz it's already set up. It's actually online.
16:00
Speaker 1
I get weird drops off, like my, my Wi-Fi drops off almost right away. I get 30 feet away and it goes down to two bars. But the Lenovo says it's got full Wi-Fi. But I'm not on that Wi-Fi. I can't even remember anymore. There's a there's a password and everything on this router, or on the modem, I mean. I did so, I did. Yep the note. I typed that in a bunch of times.
17:00
Speaker 2
And it device, just a moment. Hmm. Yeah. Good. That's why I'm asking you, sir. How long have you been using this Linksys router? Yeah, just a moment. This one right here. It's a kind of trying to function. I don't check on the module. You check on the router, the mode. The first time I'm sorry. Okay. Um I just want to I just want to verify, sir. How long have you been using this Linksys router? Yeah. Hey, it's just a moment.
17:00
Speaker 1
before I called you, not right now. Like I just hooked it up. Yeah, okay, no, I told you, I bought it used. So I'm just trying to, I'm just trying to get Wi-Fi extenders. The guy only used it for a little while, he said. He bought, he moved and he didn't need it in his new house.
18:00
Speaker 2
I'm sorry. just hook it up. men your first name I'm like, please? one, two, three, four, five. cause um, based here in our system, um, the device is already out of warranty since 2020. Oh, you bought it used. just minute, sir. Yeah, um, unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. But if you want, I can
18:00
Speaker 1
Nobody, okay, you're calling this [silence] thing a router. I, I'm using, [silence] So is my modem not a router? Yeah.
19:00
Speaker 2
and email for the troubleshooting steps that you can perform. If you say that this previously was not owned by yours, you need to run a reconfiguration on the device. Technically it shouldn't be working by then but when you say that the light indicator shows turquoise or green, it means it's already online and it was already set up. So you should ask the person who helped you set up, what's the password he set for your router. Your modem is not a router. It's um, it's your internet source. Although it can provide you internet but it's limited. So your
19:00
Speaker 1
Okay. All right. If you can send me an email about it then, that would be great. Thanks. No, it never was still. [silence] No it, was set up in somebody else's house, not my house, they bought it. [silence] So, okay, just send an email and I'll try and figure out what I can do. Maybe I got ripped off. I don't, don't know. Alright, thanks. Yeah, bye.
20:00
Speaker 2
Linksys is the router it's the one that extends your coverage and um multiple the devices that would be able to connect to your network. All right sir so um you need to perform a configuration on the device so you need to reset your routers it seems like you forgot the the password on this if it was already set up. Problem shooting. However if you still wanted to use this device uh what I can do is good um mail and how you can uh I see. Yes. Then again and I cannot bear okay sir. would like to send you an email All right bye for now are Okay. [silence]
20:00