V2 Rubric Detail — 0974a038-5ee9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 01:10
Duration
6m 16s
Contact
Nadine Lysiak
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00090054
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Nadine Lysiak (nadine.lysiak@gmail.com)
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.8% (-3.2)

V2 Grader Summary

The agent incorrectly declared the VLP-01 out of support and refused troubleshooting, violating the OOW best-effort standard. Minimal diagnostics were performed, no ownership was taken, and customer frustration was unacknowledged, resulting in a fully unresolved case with significant service gaps.

V1 Case Analysis

Customer unable to re-add child node (solid red). Agent incorrectly identified device as VLP-01, claimed out of support, and recommended invalid 5-press method. No troubleshooting performed.

Troubleshooting Steps
  • Asked about LED color on the child node
  • Inquired whether reset button had been pressed
Key Observations
  • Agent asserted model was VLP-01 without customer confirmation (transcript [05:00])
  • Agent claimed VLP-01 reached end of support in March 2026, which contradicts KB (VLP-01 is still supported)
  • Agent recommended 5-press method, which is invalid for VLP series nodes (KB: VLP uses web UI or app for node addition)
  • No actual troubleshooting steps were performed despite customer's multi-day struggle
  • Agent failed to collect or verify serial number before declaring support ineligibility
Positive Highlights
  • Agent asked about the LED status and whether the reset button had been pressed ([04:00])
  • Agent collected customer contact information for follow-up communication
Agent Errors / Gaps
  • Incorrectly identified product model as VLP-01 without customer confirmation (transcript [05:00])
  • Provided false warranty/support status claim: VLP-01 did not reach end of support in March 2026 (KB evidence)
  • Recommended 5-press pairing method, which is not supported on VLP-01 or any VLP series node (KB contradiction)
  • Failed to verify serial number or perform warranty lookup before denying support
  • Did not attempt or guide customer through correct reset or pairing procedure for VLP-01 (KB: web UI or app-based node addition)
  • Abandoned troubleshooting without validating device state or offering correct self-help path

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; only offered a post-call article and closed the case without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only about LED color and reset attempts but did not guide through factory reset, verify parent node status, or attempt 5-press pairing — minimal troubleshooting performed.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated VLP-01 is end of support as of March 2026 and refused phone support, violating OOW best-effort standard which requires troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (solid red, can't add node) and asked about reset, but failed to ask key diagnostic questions like parent node status, app version, or firmware.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent referenced a KB article (resource), but did not use any diagnostic tools (web UI, app check, logs) despite the issue being resolvable via tool-assisted troubleshooting.
T3 Partially Met No misinformation conf 93%
Suggestion of 5-press method is correct per KB, but claim that VLP-01 is end of support in March 2026 is factually inaccurate — no such policy exists in documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted and collected info but failed to set expectations about limited support; call ended abruptly after offering article, with no control over closure.
C2 Partially Met Confirmed understanding conf 87%
Agent used basic technical terms but did not adapt to customer’s frustration or confirm understanding; communication remained transactional.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent disclaimed responsibility due to warranty status and provided no active support, failing to take ownership of the customer’s issue.
O2 Partially Met Proactive follow-through conf 90%
Agent promised an email with an article within 5–10 minutes, providing a next step, but no follow-up plan or success verification was offered.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or available; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted, as the agent attempted no L1 resolution path before declining support.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent did not acknowledge customer’s three-day struggle or repeated attempts; no empathy expressed despite clear frustration.
X2 Not Met Tone & rapport conf 97%
Agent maintained a scripted tone and did not adjust pace or style to customer’s urgency or emotional state.
X3 Not Met Overall experience conf 98%
Customer had to repeat serial number and phone number; agent did not reduce effort by pre-filling data or performing actions on their behalf.
Call Transcript10 turns · 12 lines
Speaker 1
Oops. Hi. I need some help with my todd node. I've been trying for the past two days, three days to add it back to my router and it's not being added.
00:00
Speaker 2
Welcome to lynx 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 registerlynx.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's 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. [ silence ] Hi, thank you for calling. My name is Raquel. How may I assist you today?
00:00
Speaker 1
I just rebooted it. Yes. Okay, hold on. Let me look at it. Yeah, it's 26D as in David, 106-046. 19924. Correct. Yes. No, I've had F talk to you guys many times about these routers. Does it after? [silence]
01:00
Speaker 2
And is this used? Just to work fine beforehand. All right, for me to properly address you. Well, anyway, we have its serial number. Yes, please. Fine at the bottom of the node itself. Mhm. Mhm. All right, let me make sure I got it correct. Say that's 26 Made for Delta 1060 4 8 1992 4. Is that correct? And is this your first time calling us? Got it. And may I have your phone number registered here? So that I can pull, yep.
01:00
Speaker 1
862 215 8441. you might have read, like Grant or maybe. 862 215 8441. Okay. Okay, here. Here, let me give you the, other number. 973 687 4774. it's just... R as in Roger, D as in Dominique, R as in Rogerigrant@aol.com. can't spell AOL, let me use.
02:00
Speaker 2
up your record. I'm sorry that this phone number for a moment. it shows that the phone number has no record yet. how about your email address instead? Okay just let me check it. Same with the phone number but how about the email address? Let me use email address instead. Hmm. All right so I'd R grant. at AOL.com, is that correct? I see. You can check it here. I see, it might be that your record is under our other a list, but don't worry, I'll just create one here. And may I have your phone I mean your first and last name to address you properly? Can you spell your first name? Alright, thank you. And while my system is checking the hardware warranty over Linux sys child node. Let me check, how many total nodes do you have? Alright, and the main parent node is working fine and online, right?
02:00
Speaker 1
Uh King? Solid red. I've done all that I've done everything that I know I'm supposed to do. I even removed the node from the app and I'm trying to add it back. I've been trying to do this for the past three days and it's not going back onto the app. It it's just it's stuck in the process where it says, looking for your child node. And then after a while, it says not able to locate child node. It never did. Never got to that point. Just stayed solid red.
04:00
Speaker 2
OK. Thank you. And lemme just for a moment. Right now, make what's the color light showing on top of this child node? Have you also tried to, like, press the reset button at the bottom of it? Since it shows red light. I see. Oh, so you were able to try using the LANGIS app, adding this child node. Have you able to make this child not turn to a solid pinkish or purplish light after the reset? OK, so it might be, um, something to do with the proper resetting of this thing.
04:00
Speaker 1
Okay, just okay. [silence] Okay.
05:00
Speaker 2
child node and by the way, Nadine eligible set your expectation based on our record here with the hardware warranty and support of this model number VLP-01. Unfortunately, it has reached end of support that was last March of this year 2026. So we no longer provide technical support over here over the phone. My my recommendation is I can instead like uh since for courtesy I can provide you an article instead since we no longer provide support for this product. I can provide you uh an article where you can find the proper reset on this child node then you can try it using five press method. That's another method when you're going to add another node aside from the Linksys app. And you will be receiving the email after this call. Just give five to 10 minutes. [silence] All right. Anything else, other concern for Linksys router, Nadine? You're most welcome and thank you for calling Linksys. Have a wonderful day. [silence]
05:00