V2 Rubric Detail — 087c871a-749f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:16
Duration
7m 30s
Contact
Tim Lynch
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135346
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_A0302
⚠ Auto-Zero applied: Agent exhibited Avoidance/Evasion (B) by refusing to provide any technical assistance or troubleshooting for an out-of-warranty device, despite KB-mandated best-effort support expectations. This constitutes a critical failure under v3 rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent denied all support based on device age and warranty status, directly contradicting the OOW standard in the escalation guide which requires best-effort troubleshooting. No diagnostic steps were taken and no tools were used, resulting in a complete failure to resolve the case and a critical compliance violation for avoidance.

V1 Case Analysis

Customer with first-gen Velop node (serial: 26H2080B803941) needs help resetting after relocation. Agent confirmed device is out of warranty and no longer supported, offered no troubleshooting or self-help steps. Call ended without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the device as first-generation Velop and out of warranty based on serial number (05:00–07:00).
  • No model number was collected or confirmed, which is a required step for accurate support (01:00–02:00).
  • No troubleshooting steps were offered, such as factory reset or re-pairing, despite the customer's clear request for help resetting the node.
  • Agent did not provide any self-help resources (e.g., KB articles, web interface access) or suggest basic steps the customer could try independently.
  • Call ended abruptly after stating no support is available, without summarizing or offering closure (07:00).
Positive Highlights
  • Accurately identified the device as first-generation Velop and out of warranty based on serial number (05:00–06:00).
  • Correctly explained that first-gen Velop nodes no longer receive firmware updates or technical support, aligning with KB documentation on legacy product support.
  • Collected and confirmed the serial number accurately despite phonetic transmission (01:00–02:00).
  • Collected customer name and email as required for case creation (03:00).
Agent Errors / Gaps
  • Failed to collect the model number, which is essential for accurate troubleshooting and support eligibility (transcript 01:00–02:00).
  • Provided no technical guidance for resetting or re-pairing the mesh node, even though basic steps like factory reset and 5-press pairing are valid for first-gen WHW03 nodes per KB.
  • Did not offer any self-help path (e.g., KB article, web interface access, reset instructions) after confirming no free support, which is expected per support policy for out-of-warranty customers.
  • Failed to acknowledge customer frustration when the customer said 'My node should be crumpled up and thrown away' (07:00), violating Angry Customer Protocol.
  • Ended the call without confirming email or offering to send follow-up information, resulting in no operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated no technical assistance would be provided due to device age and warranty status, offering no resolution path, troubleshooting, or workaround.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken; agent moved directly to warranty status without asking about LED behavior, reset attempts, or network configuration.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed no support is available for older nodes, contradicting KB guidance that out-of-warranty devices still receive best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms or ask targeted questions; instead, concluded based solely on device age and warranty.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., firmware check, local access guidance, pairing method verification) were used; only warranty lookup was performed.
T3 Not Met No misinformation conf 98%
Agent provided factually incorrect information: KB states out-of-warranty devices still qualify for best-effort support, including reset and reconfiguration help.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure; agent did not frame interaction, set expectations, or guide through steps, ending abruptly after denial of support.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted, non-adaptive language and failed to confirm understanding or adjust to customer’s frustration and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed ownership by stating no support would be provided, rather than attempting any troubleshooting or escalation.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions were communicated; customer was left with no path forward.
O3 Not Met Closure confirmation conf 95%
Agent created a new record despite prior history, re-asking basic info and failing to reference past interactions.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent failed to escalate or pursue any support path despite being unable to resolve; explicit refusal to help constitutes failure to escalate when warranted.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, and none was executed; E2 cannot be assessed due to lack of escalation action.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; response was procedural and dismissive, with no acknowledgment of customer frustration or effort.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s emotional state; customer expressed sarcasm ('crumpled up and thrown away') which went unaddressed.
X3 Not Met Overall experience conf 96%
Customer had to repeat information and was ultimately given no assistance, increasing effort with no return.
Call Transcript16 turns · 16 lines
Speaker 1
[Talking on the phone] Hi, I have a lynx mesh that I'm just moved and it need helps it and I need help resetting it. [silence] Link number email for signing out here. [silence] Hi, I say, I have a lynx mesh that I'm just moved and it need helps it and I need help resetting it. [silence]
00:00
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on the issue. If unavailable, kindly call back later. [silence] Hi, thanks for calling Linksys technical support. This is Rio, how can I assist you for today? [silence] Okay, I got it.
00:00
Speaker 1
yes, the serial number for this device is A03-V-2. Could be a zero, I think it's an O. Yes, ma'am. Serial number is 26-Hotel, 2-0-8-0, Bravo-8-0-3-9-4-1. MOU-S-E-
01:00
Speaker 2
Thank you so much for having us call us here. We know what's the serial number for this link device, please. One of them. That's the model model number for the device, right? How about the serial number? [silence]
01:00
Speaker 1
two. yes, ma'am. oh, yeah. i'm gonna stop you right there. it looks like we have a couple of transpositions. it's 80, 2060, Bravo, 803-941. no, thank you. you're the one helping me. [silence]
02:00
Speaker 2
[silence] pair of links devices you're currently using? Yes. the same model sir? Okay. to double check sir, the serial number you provided to me. Let me repeat it. 26 Hotel 2080 Bravo 803941. Got it, thank you. Is this the first time you called Link Assist?
02:00
Speaker 1
No, ma'am. Definitely more than a year ago. Thank you. Oh, I'm starting. Uh, first name is Tim. T-I-M. Last name Lynch. L-Y-N-C-H. Tim J. Lynch at msn.com. Centurylink. Absolutely.
03:00
Speaker 2
Did you call us like more than a year ago or just recently? Okay, that's the case here, let me create a new record for you in the system since we just recently changed our case management tool. How may I refer to you? How about email address? Thank you. And who is your internet service provider, sir? Can you give me three minutes? Let me just fill in everything first, send the system. Thank you so much, sir.
03:00
Speaker 1
While I don't have exact time. [silence]
04:00
Speaker 2
All right sir if i may ask how long have you been using this nodes?
04:00
Speaker 1
More than more than that. sorry, did I not try to consider? What I never had the need this one worked a hundred percent fine until it had to move. did I
05:00
Speaker 2
Two years, three years, more than that? Okay. Did you not try to consider uh like upgrading to a newer device? Uh did you not try to consider upgrading to uh a newer version of this kind of Linksys devices? Uh-huh. uh-huh. Move. Okay. All right. So Sorry Team, I was able to create your record for you in the system. However uh in the system, sir, it shows here that the device that you have is already been out of warranty. Now just to set proper expectation, okay, for out of warranty devices, we no longer provide free technical assistance.
05:00
Speaker 1
Is that correct? [silence] Okay.
06:00
Speaker 2
now aside from that sir i found out also that the kind of node that you have is part of our first generation nodes meaning to say aside that we no longer manufacture justify we no longer also sir provide any uh technical assistance for your kind of notes the reason for that sir is because uh your device doesn't have any more firmware updates now if once it is disconnected to your network say for example you're going to move to a different house you're going to reconfigure your whole system again from the start uh there might be a tendency that the troubleshooting won't work anymore so that's why uh yes sir so just to put it uh we do have devices
06:00
Speaker 1
Okay. My node should my node should be crumpled up and thrown away. That's what I'm hearing. Okay. Thank you.
07:00
Speaker 2
guests that are still out of warranty but we support technical assistance through paid support for your kind of node we no longer provide technical assistance because trouble shooting won't work anymore even if it's still out of warranty we do apologize for that sir and thank you so much for your time calling Linked have a nice day
07:00