V2 Rubric Detail — 1764b3b0-6333-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:10
Duration
13m 59s
Contact
Philip Lashley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00123270
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide any troubleshooting or escalation despite a clear technical issue, citing unsupported 'end of support' status to avoid responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided factually incorrect information about support eligibility, and avoided escalation or ownership. The interaction constitutes avoidance/evasion by dismissing the customer with a directive to purchase new hardware instead of delivering best-effort support, resulting in an unresolved case and triggering an auto-zero for critical failure.

V1 Case Analysis

Customer reports VLP01 mesh router shows solid red LED and no Wi-Fi. Agent misidentified model as VLP09, declared it end-of-support, and offered no troubleshooting or KB references. Advised customer to buy a new system.

Troubleshooting Steps
  • Asked for model number (misidentified as VLP09).
  • Requested serial numbers for nodes.
  • Informed customer the product is end-of-support and out of warranty, claiming no troubleshooting tools are available.
Key Observations
  • Agent misidentified VLP01 as VLP09 (transcript [11:00]), which is not a valid model number and contradicts the KB.
  • Agent falsely claimed "we no longer have the tools" for troubleshooting end-of-support devices (transcript [12:00]), directly contradicting the Velop Intelligent Mesh KB (Section C) which provides recovery steps for solid red LED on VLP01.
  • Solid red LED on VLP01 is a documented state with clear recovery procedures (factory reset, power cycle, WAN check), none of which were attempted.
  • Agent provided no KB article, support link, or self-help guidance—only a hardware replacement recommendation.
  • Call ended without confirming customer understanding or setting any next step beyond purchase.
Positive Highlights
  • Agent acknowledged the customer's frustration and apologized for the inconvenience (transcript [13:00]).
  • Agent correctly identified that the device is out of warranty based on age and stated policy (transcript [11:00]).
Agent Errors / Gaps
  • Misidentified product model as VLP09 instead of VLP01 (transcript [11:00]), leading to incorrect support eligibility determination and contradicting the KB.
  • Falsely claimed "we no longer have the tools" to troubleshoot end-of-support devices (transcript [12:00]), directly contradicting the Velop Intelligent Mesh KB which provides recovery steps for VLP01 solid red LED.
  • Failed to perform any basic troubleshooting (power cycle, reset, WAN check) despite solid red LED being a documented recoverable state in the KB.
  • Did not provide any self-help resources (KB article, support link, email) after declining free support, violating Linksys policy for end-of-support devices.
  • Repeatedly asked for serial numbers without explaining their purpose or using them for warranty lookup (transcript [10:00], [11:00]).
  • Poor communication: multiple silences, unclear phrasing (e.g., "What is a light indicator?"), and failure to control call flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told the customer to buy a new system and refused any technical support, stating 'we can no longer provide you technical support' and 'the best thing... is to buy a new system,' with no resolution attempted.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, check cables, verify modem connection) were performed; agent immediately defaulted to advising hardware replacement.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed the device was 'end of support' and refused both free and paid support, violating the OOW best-effort standard which requires troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not conduct a logical diagnostic process—only asked for model/serial numbers and made no effort to identify root cause (e.g., power, firmware, connectivity).
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin UI, speed test) were used or suggested despite a complete internet outage; agent skipped basic diagnostics.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: claimed 'we no longer have the tools' and that paid support is unavailable due to 'end of support,' which contradicts Linksys policy allowing best-effort OOW troubleshooting.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, lost control of the call, asked repetitive and unclear questions, and did not guide the interaction toward resolution.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing language (e.g., 'share number'), did not adapt to customer’s level, and failed to confirm understanding despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—immediately dismissed the case based on age rather than attempting diagnosis or escalation.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were provided—only a vague suggestion to purchase new hardware.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite being unable to assist; a hardware or firmware issue on an older model still warrants escalation per policy.
E2 Not Met Escalation prep & handoff conf 93%
No escalation occurred, so there was no execution of proper escalation path, details, or customer notification.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offered generic apologies but did not acknowledge customer frustration, repeated effort, or emotional state—only closed with 'you too.'
X2 Not Met Tone & rapport conf 91%
Agent used a scripted, disengaged tone and did not adapt to the customer’s confusion or urgency, leading to disconnection.
X3 Not Met Overall experience conf 94%
Agent repeatedly asked for serial numbers the customer didn’t have, creating unnecessary repetition and effort without offering alternative paths.
Call Transcript13 turns · 14 lines
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 one now. [silence] For out of warranty products, paid support. 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.
00:00
Speaker 1
Good morning. I didn't hear you very well. My name is Philip Lilly. I've got a Linksys router and apparently it's not putting out any.
07:00
Speaker 2
thank you so much for calling link store if this is first can I help I'm so sorry sir you're gonna help you sir
07:00
Speaker 1
internet signal, so everything in my house is shut down. I talked to Spectrum yesterday and she went through the modem with me. The modem's working fine, but I can't get this router to send out a signal. And say, uh, I talked with Spectrum yesterday and we went through the modem, everything's working fine with that on their end. And I can't get the router to send out a signal in the house. So I have no internet. Just a second, I've got a Uh, it's a model V, L, P01.
08:00
Speaker 2
I'm just sorry, can you repeat that sir? I didn't hear that clearly. Alright, um, what's the model number of your links device? I'm sorry, but your question is unclear. Could you please rephrase it? [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] [silence] [silence] [silence] [silence] [silence] [silence] I didn't understand. [silence] [silence] Oh, the light indicator. Well, [silence] yesterday while I was working with it, it would go blue, but it was a real dim blue, and most of the time now it just stays red. Yes, but, um, you know, just like I said, the I've only got one that's hooked to the modem. The other one's come off of the the main. [silence]
10:00
Speaker 2
Yeah, and what's a light indicator? What is a light indicator? Okay. All right. So, hold on. So, you have three nodes in total? Okay. So, just to verify the serial number, it's 26BD for Delta 10M for Mike, 33A for alpha, 110 for zero, for node one.
10:00
Speaker 1
Correct. I don't have all of those. It would take me a while to go get them. Well, that, I don't know. I don't know how old they are, but I would imagine they're several years old. Okay. Okay.
11:00
Speaker 2
77. All right. And can you try to provide me the share number of the other notes, please? How long have you been using the device right away? Well, the reason why I'm asking you that, sir, because for this system, sir, we only provide three year warranty and for out of warranty device, we no longer provide free technical support. And if you wish to be assisted over the phone once the device is team defect, I mean out of warranty device, that's going to be through paid service. So our paid service is let me check this, sir, the model number of the device is VLP 09
11:00
Speaker 1
Yes. Can you tell how old they are? [silence] All right.
12:00
Speaker 2
Well, for for this kind of model, sir, it's actually end of support already, which means, sir, that we can no longer provide you technical support. And also the paid service will no longer work because if it's already end of support, sir, the tools that we will be using to we no longer have the tools sir for us to provide the troubleshooting, sir. So, I'm guess the best thing that you will have to do now is to buy a new system, to upgrade your system. This one also is the first generation of mesh system that we have.
12:00
Speaker 1
All right All right All right I I appreciate your time. Have a good day Yes You too Bye
13:00
Speaker 2
We're still Wi-Fi 5 and it still supports Wi-Fi 5. Even if it will work, it will not it is not a guarantee that it will um the issue will not happen again. Plus, since it's still Wi-Fi 5 and Wi uh the system or the technology right now is already Wi-Fi 7, this system that you have could not hope to the newer technology. So if you have the capability to buy a new router that is your best option and I do apologize for this inconvenience I really love to help you if I could but since it's already end of supports um I can just um help you. You too, sir. Um, so sorry and take care. Have a good day.
13:00