V2 Rubric Detail — 1539155a-6350-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:38
Duration
12m 3s
Contact
Steve Tomlinson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132598
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW03
⚠ 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
Accuracy3.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall13.9% (-22.1)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's WHW03 mesh connectivity issue, offering only a product upgrade without diagnostic steps, ownership, or clear next actions. While some minor communication elements were present, the lack of technical progress and resolution resulted in an Unresolved outcome.

V1 Case Analysis

Customer (Steve Tomlinson) reports WHW03 router not visible in Linksys app; garage node shows red LED. Agent did not troubleshoot, skipped WAN verification, reset, or pairing steps, and recommended upgrading to MX6200/MBE7000 without diagnostics. No case created. Call ended with no resolution path.

Troubleshooting Steps
  • Collected customer name, phone number, and email
  • Asked for model number (identified WHW03)
  • Informed that WHW03 no longer supports the Linksys app (contradicts KB)
Key Observations
  • Agent claimed the Linksys app was 'removed' for WHW03, which contradicts KB guidance (WHW03 supports local web UI access).
  • No troubleshooting steps performed: no power cycle, no WAN check, no reset, no pairing attempt for the red-light node.
  • Agent failed to capture serial number despite customer attempting to provide it ([05:00]), missing critical protocol step.
  • No case was created or referenced, violating standard case management protocol.
  • Call ended without confirming current network functionality or offering any self-help path beyond product sales.
Positive Highlights
  • Polite greeting and professional tone throughout the call.
  • Correctly identified the product model (WHW03) and family (Velop) from customer description.
  • Acknowledged customer’s environment (3000 sq ft home with detached garage) and attempted to align recommendation with coverage needs.
Agent Errors / Gaps
  • Failed to follow standard mesh-troubleshooting protocol: skipped WAN verification, power cycle, reset, and node re-pairing steps per velop_wifi_connectivity.md.
  • Did not capture or confirm the router’s serial number despite customer attempting to provide it ([05:00]).
  • Did not verify warranty status or support eligibility, nor create a HappyFox case.
  • Provided materially misleading information: claimed the Linksys app was 'removed' for WHW03, which contradicts KB guidance (WHW03 supports local web UI access via http://192.168.1.1 or http://myrouter.local).
  • Abandoned technical support in favor of sales pitch without diagnosing the actual issue.
  • Failed to offer any self-help resources (KB articles, email follow-up, web UI access) after customer declined immediate upgrade.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested upgrading to a new mesh system (MX6200/MBE7000) instead of resolving the current connectivity issue with the WHW03.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., no reset, no web UI check, no signal strength verification); jumped straight to product recommendation.
R3 Not Met Correct resolution path conf 96%
Did not verify warranty status or attempt best-effort troubleshooting; immediately recommended purchasing new hardware without assessing repairability.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions about red LED on extenders, failed web access, or placement; only collected model/serial number.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (remote session, firmware check, logs); relied solely on verbal description without validating symptoms.
T3 Partially Met No misinformation conf 89%
Correctly stated that the Linksys app is deprecated for WHW03 models, but provided no actionable fix for the current issue.
Communication
C1 Not Met Clear & professional language conf 93%
No clear agenda set; after data collection, immediately pivoted to upsell without framing next steps or managing expectations.
C2 Partially Met Confirmed understanding conf 85%
Used some accessible language (e.g., 'turquoise blue') and confirmed model number, but failed to adapt explanations or confirm understanding of core issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated responsibility by suggesting a new purchase rather than owning resolution of the existing system’s problem.
O2 Not Met Proactive follow-through conf 94%
No specific next steps given; only vague suggestion to 'check Amazon or Best Buy' with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue did not require L2/L3 involvement at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent acknowledged customer’s description ('I see', 'uh-huh') but offered no empathetic statements (e.g., 'I’m sorry you’re having trouble').
X2 Partially Met Tone & rapport conf 86%
Maintained neutral tone and pace; allowed customer to speak freely and responded appropriately, though conversation lacked engagement with emotional state.
X3 Partially Met Overall experience conf 84%
Customer had to repeat model number and serial, but agent did confirm understanding of 'turquoise' LED and WHW03 model, reducing some repetition.
Call Transcript22 turns · 23 lines
Speaker 1
products may be available. Please have your. Oh, hi Dylan. Um, I've got a mesh system that I've had for quite some time. And uh, and as far as I know, it works. But, uh, I was going through
00:00
Speaker 2
Welcome to Lenscom 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.lenscom.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available, depending on your issue. 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. Hi, thank you for calling Lenski's technical support. My name is Dylan. How can I help you today? Sound effect Hmm.
00:00
Speaker 1
My internet and you know making sure everything was connected and uh it it doesn't show that it's connected. And so um I've been online trying to you know get it connected um and it doesn't it says it can't find my router. Um this is um this is um this is um this is um this is um No, it actually it actually is on, you know, and the little the little light is um blue, you know, turquoise blue. Um so uh it's on and I have a couple of extenders, you know, as well and they were they were on. Uh they're they're blinking red now because I had it disconnected but. Um the the first extender, you know, the it's the um. Yeah. Yeah, it's it's plugged right into Uh I have an Xfinity.
01:00
Speaker 2
uh-huh like like your whole system is down sir uh huh uh uh uh uh uh Can you see numbers? the main one the per node Thank you.
01:00
Speaker 1
router, you know, with Xfinity. And, uh, it's plugged right in there and it currently is turquoise. Like, you know, it's working. But for some reason, when I try to go in and and, uh, look at it, uh, through my app, it doesn't, it says like, you know, it doesn't recognize it. [silence] I don't know that I ever did. I think I just plugged it in back when I got it and it everything worked. Uh, I don't think I ever went online and and, uh, checked it that way. So, so as I was as I was setting it up, or as I was trying to, you know, uh, reconfigure it, I guess, uh, it popped up on my app,
02:00
Speaker 2
mm-hmm. for a long time since the last time you tried to associate your Linksys router with the Linksys app? mm I just double-check double-check. my one the Wi-Fi does actually check your own time for the channel ugh ugh
02:00
Speaker 1
Call us, so I called you. So, I'm just trying to figure out if it's anything I need to worry about or, but when I go into the Xfinity app, I go to the Xfinity app and I look at all the devices that are connected. It doesn't list the links or some. It said it was Oc Okay, I got you. Okay, thank you.
03:00
Speaker 2
uh... mm-hmm. I see. So, um, that's what I was going to say. Yes sir, because The Linksys is connected to the router, which is The Linksys's main router. Well, it's a different app sir, so technically, it's not going to be listed as a device. But anyway, um, uh, let me just run some verification with you first, sir and, uh, create a quick record here in order for me to proceed further and see what I can do to help you with your concern, okay? So,
03:00
Speaker 1
uh full name is steve Tomlinson my last name yeah T-O-M-L-I-N-S-O-N. that is correct. it's S as in Sam, D as in dog, T as in tango, O as in Oscar, M as in Mike, at Comcast.com. [silence]
04:00
Speaker 2
Alright, let's start with your full name. So that's Steve Tomlinson? Yes. Alright, so that's T-O-M-L-I-N-S-O-N. Alright, Steve, thank you so much for that. How about your email address? Mm. Mhm. Okay. Okay and also Uh-huh. Alright. Okay, so
04:00
Speaker 1
That's correct, that's correct. Let me see. Let me go look on the other. What we do there. Um, just one second. This is the develop. Let's the password recovery key. Hold on. Okay, the serial number is, which means uh, plus 499 plus 411. Is it uh, 499, four minus 441. I see what we also have to have, the password, the username and password to recovery key to user account. So do all the so so you'll do the blah blah blah plus. And then the plus 499 plus plus 441 or you using the diagonal.
05:00
Speaker 2
Alright. [silence] Got it, sir. [silence] And let me also [silence] verify your phone number. [silence] That's two eight one [silence] seven three zero nine eight three six. [silence] All right. [silence] Now, can you provide me the model number and the serial number of your Linksys Router? [silence] Uh yes sir. [silence] You can provide me the [silence] the serial or the information [silence] coming from your main router or your parent node. [silence] Don't just actually go on then. [silence] I'll just I'll just send you that in a [silence] just [silence] give me about a [silence] minute. [silence] So that I can load it and ask the report so that you can take forward from these. [silence] You got the vision to make your phone or in [silence] in. [silence]
05:00
Speaker 1
Does does each um does each node have a different serial number or are they all the same? Okay, hold on. Let me go just one second. This is the model number is WHW03. That's an older one as you probably know. Oh, I see. Oh, I see. Okay. Okay. So, um, sorry.
06:00
Speaker 2
And the Oceana vision. Yes, we've had it for two models. Yes, sir. They have different serial numbers. Uh. Okay. Uh-huh. Uh-huh. Uh-huh. Actually, sir, the reason probably why you enabled to access the web. I mean the Linksys app is because it has been removed for this specific model. The access through the Linksys app, yeah. Was removed uh-huh. Yes sir. Serial number will not show up.
06:00
Speaker 1
So if it's turquoise, it's it's working. It's just the system's not recognizing the, okay. Okay. Well, it went off while we were talking. But okay, so let me ask you this. um if I was to, if I was to upgrade to one of the newer developed mesh systems, uh I know I, I looked online at one. I'm not sure if it's the latest one or not, but it was considerably bigger. It had three nodes, but it looked like the kind of the same system, but a little more modern, I guess a little more updated. Uh what is, do you know what that particular model number is or uh style is? Is that the, um, I I'm looking online here now. I see the Atlas Wi-Fi 6 router or the Lynxys VLPO One. I'm just
07:00
Speaker 2
Yes, sir. Uh huh. It's working fine. Like, uh huh. Uh huh. Mhm. Yes, sir. You can probably leave it if you're in it, right?
07:00
Speaker 1
What? Okay. Pro 6 E. Okay. Okay.
08:00
Speaker 2
actually already phased outs or that VLP 101. That's already, we no longer manufacture it and also it's already part of our end of support products. So I would suggest the latest one that uses a more advanced mesh technology with those the the ones that are using cognitive mesh technology, uh those devices with the model number MX 6200 or the Velo 6E. That's one and also, uh yeah, Pro 6E. Uh we also have the mbe7000 or the um Velo Pro 7. So they're almost the same with the MX 6200, it's just that the mbe 7000 does support a bit higher bandwidth. So they perform about the same in speed and coverage. You're really paying for the bandwidth there. On connecting speed, these 6 gigahertz Wi-Fi devices will be about twice as fast. Thank you very much.
08:00
Speaker 1
yeah okay yeah my uh the the way that we're set up here i have a a house it's um um approximately about 3 000 square feet you know i have a yard a small yard but i have a detached garage
09:00
Speaker 2
of the Wi-Fi 7 standard so technically it's the latest Wi-Fi standard and it's a lot of fast it's a lot faster than the um previous Wi-Fi standards but it's only capable to those um devices that are also able to use Wi-Fi 7 so just like the iPhone 17 or iPhone 16 but uh I would consider the MX 6200 sir if you wish to upgrade to a new um devices cuz it's actually quite strong Mhm. Mhm. I see.
09:00
Speaker 1
out in the back and on top of the garage is a a game room, actually. And that's where I can't, I can't seem to get, you know when I've I have one of the uh nodes up there and it'll work, I can get Wi-Fi up there, but it's usually the the uh light is red on it most of the time. Um and do you think this new 6200 will give me a stronger signal up there. And okay. Okay. all right. Well, I will, um, I'll take a look online and see what I can find here. Um, is it better to order it from like, uh, Best Buy? I don't think I, I don't see that one on Amazon, so maybe it's, uh, oh, okay. Okay. All right. Well, thank you very much for your help, and, uh, all right. Have a good day. Thanks, Dylan. I sure will. Thank you very much. Okay. Goodbye.
10:00
Speaker 2
Sure sir. Yes sir because it's almost sold out and it's so hard to find it on Amazon. But you can try checking with Amazon or Best Buy or Walmart online. They actually have it there. Sure sir, no problem. Okay. Just don't hesitate to give us a call back, sir, in case you need further assistance. All right. You're very much welcome, sir. Have a great day. Take care. [silence]
11:00