V2 Rubric Detail — 121dfcbc-6c4e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 02:16
Duration
7m 2s
Contact
Shaleen Jones
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134167
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_Device Reconfiguration

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall45.8% (+25.8)

V2 Grader Summary

The agent accurately identified the VLP01 as end-of-support and committed to sending setup instructions, demonstrating ownership and clear next steps. However, no troubleshooting was performed, and the agent failed to provide best-effort guidance for the out-of-warranty device, leaving the customer's connectivity issue unresolved. While technically accurate on product status, the lack of diagnostic engagement resulted in an unresolved outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent stated the VLP01 is obsolete and end-of-support, then only promised to email instructions — no resolution, RMA, or valid escalation occurred.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, reset, app vs web access) were attempted before declaring the device unsupported.
R3 Not Met Correct resolution path conf 93%
Despite correct identification of end-of-support status, agent failed to provide any best-effort troubleshooting (e.g., factory reset, manual setup via 192.168.1.1) as required for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked only for model and ISP; did not diagnose symptoms like red/blue LED behavior, app failure point, or prior configuration.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent correctly used KB to identify product lifecycle status, but skipped diagnostic tools (e.g., guiding to local web UI, reset procedure) that could have enabled self-help.
T3 Met No misinformation conf 97%
Statement that VLP01 is obsolete and end-of-support aligns with Linksys product lifecycle documentation.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent collected basic info and closed the call, but did not set expectations about limitations or guide through a problem-solving process.
C2 Met Confirmed understanding conf 91%
Agent used plain language, confirmed email details clearly, and avoided technical terms the customer might not understand.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and committed to sending setup instructions.
O2 Met Proactive follow-through conf 94%
Agent clearly stated: 'I'll create the email first and I'll send it to you. Just wait for two minutes after the call.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the device is end-of-support, escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite but did not acknowledge customer's effort ('long time ago we hooked this up') or frustration with failed app setup.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a neutral tone and confirmed email details, but did not adjust pacing or check understanding during technical explanation.
X3 Partially Met Overall experience conf 88%
Agent avoided re-asking information and promised helpful follow-up, but did not reduce effort by guiding through immediate troubleshooting steps.
Call Transcript12 turns · 12 lines
Speaker 1
[silence] It is, yeah. I think. Well, it's my name is Cheslee Jones.
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Alicia Bells it's your first time calling. May I have your first and last name, please? Your first and last name.
00:00
Speaker 1
[KEEP_UNCERTAIN] Um, it's uh, do you need whoever would be on the internet? Does that make a difference? Yeah, I just wondering cuz I'm kind of like trying to help. Like I'm at my family's house and I'm trying to fix this. You can use my name though. Uh, my first name is as in like Sam, H-A-L-E-E-N as in Nancy. So, S-H-A-L-E-E-N, last name Jones. J-O-H-N-E-S. Uh, it's my first and last name, the number three at gmail.com. Uh, the one where
01:00
Speaker 2
so if ever the call will get disconnected. we don't save any information here. and how many links this device are are calling for is this like a mesh system? one that is connected wired and an extended one? and does it look like a white tower? Okay. What's the serial number of the one that is connected wired to the internet?
02:00
Speaker 1
two six D is in Delta one zero M is in Mike three six A is in Apple zero three eight three three C is in Charlie four four one one E is in echo nine D is in oh sorry I see it now it's a VLP zero one uh frontier uh we need to we wanted to hook it up to where we could um put like the inner
03:00
Speaker 2
and what is the model number? sorry, sorry to cut you off there, this does not model number, on the sticker label it just indicates model number? okay VLP01 and who is the internet provider? okay frontier and what is the problem with this linksys device? [silence]
03:00
Speaker 1
The internet upstairs is not very good, and I think a long time ago we hooked this up and we had it to where one was like down by the modem and then another one was like, you know, basically past that wall, but because there's because there's a wall in between too, I think. And I can't, yeah, I can't get either one of them to hook up now. It's like, um, there will be a blue light but and then I try to hook it up through the app and it just it says it won't connect, but now it's turned red. This, uh, the system that I'm on is a You all? The the system that I'm calling you about or the internet? Um, we haven't recently. It was usuallyTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
04:00
Speaker 2
Okay. And how long have you been using this linksys system? Sorry? No, your linksys device, how long have you been using it?
04:00
Speaker 1
Ne Long time ago. I was trying to hook it back up Sure, is it gonna tell me the exact same thing though as the app? Oh, okay, cool. Okay Sure, yeah. Yeah, please, please do, thank you. [silence]
05:00
Speaker 2
so I'll just inform you okay that this VLP-01, we no longer manufacture this, it's already obsolete and end of support device, which unfortunately we could no longer provide any assistance to it. But let me try to, how about this one? I'll send instructions to your email address, how you can properly install back this Linksys device so you can use it. Is that okay? No, you're using actually just the application. There's an alternative way, how you can set this up. Although you will still use the yeah, although after the setup, that's the time you can use the
05:00
Speaker 1
Okay. Okay. Okay, thank you. Do, do, in, in, in you're sure you have, I guess, um, your my email, Shalene Jones three and gmail. Just, uh, yeah. No, there's a the number three is after my first and last name. And then gmail. Okay. Okay. Well, thank you. I'll keep a look out. Have a good have a good night. Bye.
06:00
Speaker 2
Okay. So I'll create the email first and I'll send it to you. Just wait for two minutes after the call. I'll provide some video tutorials as well, like I mentioned. So it will help. All right? You're welcome. Okay, thank you so much for your time. Uh, Shaily, you said first and lastName@gmail.com. Okay, number three. Okay. All right, so I have that here. Mm-hmm. All right. Yes, you're welcome. All right, sure. You too. Bye bye. [silence]
06:00