V2 Rubric Detail — 11d37c1c-756a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 16:29
Duration
8m 14s
Contact
Richard Weinrod
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135511
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-48.5)

V2 Grader Summary

The agent correctly identified the WHW03 as end-of-life (T3 Met) but failed to perform any meaningful troubleshooting, apply logical diagnostics, or offer a resolution path such as RMA, escalation, or out-of-warranty best-effort steps. The call lacked empathy, clear communication, ownership, and effective call control, resulting in an unresolved outcome.

V1 Case Analysis

WHW03 Velop base node solid blue, no internet. Modem works. Agent confirmed EOL, offered to email info, no fix applied.

Troubleshooting Steps
  • Confirmed internet connectivity directly on the cable modem
  • Collected model number (WHW03) and serial number (20J10C62820008)
  • Informed customer the device is end-of-life
Key Observations
  • Agent did not follow the standard troubleshooting flow for a solid blue LED on a Velop node (power-cycle, WAN cable verification, reset, or LED diagnostics per the KB).
  • Agent did not attempt any diagnostic or corrective action despite the KB providing clear steps for LED states and connectivity issues.
  • Warranty status was not discussed, but the device is end-of-life, which limits support options.
  • Call control was weak, with long silences and no clear next steps confirmed.
Positive Highlights
  • Collected the correct model and serial number from the customer.
  • Confirmed that the cable modem was providing internet service.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to perform basic diagnostics (power-cycle, WAN cable check, reset) as outlined in the KB for a solid blue LED on a Velop node.
  • Did not verify or discuss warranty eligibility or replacement options despite the device being end-of-life.
  • Did not confirm whether the email with information was sent or provide a clear next step for the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated device is end-of-life and offered to send an email; no functional fix, RMA, troubleshooting, or escalation provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only basic questions (power outage, model/serial) and performed no troubleshooting steps such as power-cycle, web UI check, or firmware verification.
R3 Not Met Correct resolution path conf 95%
Agent identified WHW03 as end-of-life but did not explore warranty status, offer RMA, or attempt out-of-warranty best-effort troubleshooting (e.g., factory reset, re-pairing).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified symptom (no internet, blue LED) but jumped to EOL conclusion without logical diagnostic steps to isolate cause (e.g., WAN, LED meaning, web interface).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin UI, speed test, logs) despite issue being diagnosable via web interface or direct modem test per KB.
T3 Met No misinformation conf 98%
Agent correctly stated WHW03 is end-of-life and no longer manufactured, which aligns with Linksys product lifecycle policy and KB documentation.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no clear expectations, allowed long silences, abrupt topic shifts, and lost call control when customer became frustrated.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms without simplification, did not confirm understanding, and failed to adapt to customer's repeated requests and frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent ended call after stating EOL status without taking ownership to resolve, escalate, or follow up on the issue.
O2 Not Met Proactive follow-through conf 93%
Agent promised to send an email but did not specify content, timing, or next steps, leaving customer with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff context to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent did not escalate despite unresolved hardware issue and customer frustration; escalation was warranted to check warranty or involve higher tier.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer's frustration; tone remained procedural and detached throughout.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt pace, tone, or communication style to customer's difficulty hearing, repeated requests, or apparent stress.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial number multiple times due to agent's failure to capture data efficiently and poor call handling.
Call Transcript14 turns · 16 lines
Speaker 1
[silence] How long I have more? [silence] what? yes, um my uh Lynxis uh Velock system um just stopped working this morning and I have internet connection um because I've checked directly on the on the cable modem
00:00
Speaker 2
welcome to links as 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 one now. for out of warranty products paid support may be available 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. hi thank you for calling link services technical support my name is Dylan how can i help you today?
00:00
Speaker 1
And I and just pressing the reset button on the on the base router doesn't do anything. It just kind of stays blue. Don't want to do I tried all the things online. So I'm looking to try and see get some help on how to get this thing working again. Yes, I hear you now. It works fine. Yep. Yep.
01:00
Speaker 2
[silence] Um. Okay, I see. And um, uh, you've mentioned that you have checked the connection coming from the modem and it there's internet. Hello? Hello, sir? Are you still on the line? You're cutting in and out? Okay. All right, sir. So you've said, uh, you've mentioned that you have tried to connect a device directly to the modem and it's getting internet connection. There you go.
01:00
Speaker 1
I'm gonna reconnect the V logo. When I do it when I use your app and say test connections, contact no internet call your cable provider, but the cable is working fine. There was a thunderstorm last night. I don't like to make it my new base move, but it just it just uh went to
02:00
Speaker 2
All right, let me just delete that one here. Mm-hmm. Mm-mm. Was there, like, power outage or internet outage prior to having the issue? Mm-hmm. I think that's why it got disconnected. All right, so here's what we're going to do, sir. Um, let's.
02:00
Speaker 1
Thank you. Thank you Richard. Weinraud. W-E-I-N-R-O-N-R-O. Thank you. R R O D I'm here. I have to go outside. I usually use Wi-Fi for calls. I have bad signal here. So can you hear me now? Okay. Knocked up. well. We need feel it on top this for you. Back inside. Model number is wh w zero three. Serial number 20J10C62820008. [silence]
03:00
Speaker 2
[silence] [silence] 1-Wide. Mhm. I come cast that not. All right. [silence] Okay, so now, Sir Richard, can you provide me the [silence] the model number and serial number of your liaison's router? [silence] Okay. [silence] Uh, you [silence] you got cut off for a moment, sir. [silence] I was only able to [silence]
05:00
Speaker 1
After the six, it's two eight two zero zero zero eight. Two eight two zero zero zero eight. three Yes. Xfinity comcast. Yes.
06:00
Speaker 2
two zero J one zero C six O eight, alright. okay, sir. Thank you so much for that. And how many notes do you have at the moment? Three notes. okay. All right. And your Internet service provider is Comcast? Okay. alright. So here's the thing, um, sir Richard. I've checked here your lances device and just to set your expectation, this device WHW03 is already part of our end of life devices.
06:00
Speaker 1
I've done that. It doesn't work. That's the problem. I want you to send me that book.
07:00
Speaker 2
which means we no longer manufacture this one.
07:00
Speaker 1
Why don't you send me that email and I'll probably just go get a TP Link system. Right. Thank you. Can you send me the email please? Bye.
08:00
Speaker 2
All right, sir. Sure. No problem.
08:00