V2 Rubric Detail — 1a3dd4ec-7948-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 14:36
Duration
13m 53s
Contact
John Starmack
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135968
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Replacement_MBE7000

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall38.3% (-17.7)

V2 Grader Summary

The agent correctly identified warranty eligibility but performed no troubleshooting, used no tools, and deferred all action to a future callback. While ownership was maintained, the lack of diagnostic steps, poor communication, and increased customer effort resulted in an unresolved case with avoidable friction.

V1 Case Analysis

Customer reports master Velop Pro 7 node dead (no LED) after storm. Serial 5959A10M29D03563 collected. Warranty confirmed. Ticket LTS00135968 created. Advised to call back for troubleshooting and possible replacement.

Troubleshooting Steps
  • Collected serial number
  • Confirmed warranty coverage (agent statement)
Key Observations
  • Agent did not attempt any troubleshooting (power-cycle, reset, LED check) despite the KB requiring basic steps for hardware faults (velop_router_setup.md Part 4).
  • No clear callback or follow-up appointment was scheduled; customer was left to initiate contact, increasing resolution delay.
  • Serial number was captured but the model number was never confirmed, violating protocol for warranty and troubleshooting (QA guidance: 'Collect or confirm product model when relevant').
  • Agent’s communication was polite but occasionally unclear (e.g., mispronounced name, confusion on serial at [06:00], and unclear ticket number delivery at [12:00]).
  • Agent correctly identified the need to rule out troubleshooting before replacement, aligning with warranty policy and KB guidance.
Positive Highlights
  • Polite and empathetic tone throughout the call.
  • Collected the serial number and created a ticket promptly.
  • Correctly explained the need for troubleshooting before warranty replacement, aligning with policy.
  • Confirmed warranty coverage based on customer input, establishing support eligibility.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for a dead node (no power-cycle or reset steps per velop_router_setup.md Part 4).
  • Did not verify the exact product model before providing guidance, risking incompatibility or incorrect support path.
  • Provided a ticket number without scheduling a callback or defining next steps, leading to operational ambiguity.
  • Unclear communication of ticket number and agent name.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only provided a ticket number and deferred troubleshooting to a future callback; no resolution, replacement, or definitive outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (power-cycle, LED check, reset, etc.); agent only collected serial number and ended call.
R3 Met Correct resolution path conf 95%
Agent correctly identified warranty eligibility and stated troubleshooting must be ruled out before replacement, aligning with policy for in-warranty hardware faults.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask about power status, LED behavior, or perform any diagnostic questions beyond serial number collection; no logical diagnostic process applied.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (remote session, router UI, logs, etc.) were used despite clear need for basic diagnostics to rule out issues before warranty claim.
T3 Met No misinformation conf 94%
Technical statements about warranty eligibility and need to rule out troubleshooting were accurate and KB-aligned.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the call and provided a ticket, but long silences and lack of clear transitions disrupted call control and expectation setting.
C2 Partially Met Confirmed understanding conf 88%
Agent misheard and repeated serial number incorrectly initially, used fragmented speech, and did not consistently confirm customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and provided a ticket number for follow-up, honoring the commitment to assist.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a ticket number and said to call back when home, but provided no specific timeline, owner, or detailed next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; agent appropriately initiated L1 troubleshooting process.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offered minimal empathy, did not acknowledge storm-related frustration or inconvenience, and remained transactional.
X2 Not Met Tone & rapport conf 91%
Agent’s tone was monotone and disjointed, did not adapt to customer’s confusion or need for clarification, and failed to maintain engagement.
X3 Not Met Overall experience conf 95%
Customer was asked to call back later and repeat information, increasing effort instead of reducing it during the call.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.links.com for more information about your product. [silence]
00:00
Speaker 1
Hi, Devon. Yeah, my name is John Starmack. And on February 24th of 2024, I bought a Vellop Pro 7 mesh system with three nodes. And yesterday, the master node stopped working. We had a storm come through, so after the storm, that node, which is the master, stopped working. But the other two seem to be working fine. I bought the whole thing at Best Buy, and they suggested me calling you to see cuz it says it has a three-year warranty, and I didn't know if I could get one of the nodes replaced under the warranty for it.
05:00
Speaker 2
<start_of_audio>I Thank you for calling LinkSyes my name is Ben I'm gonna help you today [silence] uh-huh [silence] huh? [silence] Mmm-hmm. [silence] what? [silence]
05:00
Speaker 1
Mr. Benson, when you mention, the name of the code, region, does it remain? Or you're doing this and it doesn't turn on. There's just like it's dead. Yeah, I I got the serial number of the of the one that seems dead and the model number, number, serial number. Okay. You ready? Five nine, five nine, A as in alpha, one zero, M as in Mary, 29 D as in Delta, 0356 3.
06:00
Speaker 2
Just to confirm, when you mention that the parent node stop working, does it no longer turn on, no longer lights in there or anything? I see. Thank you so much for that one. May I get the serial number of the unit? Since you mentioned this is a three pack, you can just provide me any of the nodes serial number. Yes. Uh huh. \n\nTo confirm it was 59a like alpha 10M, like Mary, or maybe Ada, like, or worse, like we're going to ask, go zero. [silence]
06:00
Speaker 1
Yeah, did you say D as in Delta? Yep, Delta. Yep, that's that's the correct number.
07:00
Speaker 2
29D like Delta 0 3 5 6 3 Yes, D like Delta Thank you so much All right I'll just put the call on hold for 3 to 5 minutes just to double check everything on my end. Would that be okay? Thank you [silence]
07:00
Speaker 1
yes. Yes, sir. I am. Yes. Okay. Yes. Yep. Star Max. S-T-A-R-M-A-C-K. um, let's see. Uh, I, I don't know which one I have the links the calendar. Let me just double check for you. I should have known that. Sorry. Oh, it's my Google account. I'm pretty sure. Jstarmackjr@ gmail.com. Yes, sir. Spectrum. Um, uh, are there light? Yeah. Yeah. That on the top of it, like it goes blue, red, white. Yeah.
09:00
Speaker 2
Thank you so much for that. What about the email address? jstarmack.jr@, does that end in the gmail.com? Thank you so much. And then, do you know who the internet service provider is as well? spectrum.com. All right. You mentioned that the other two are still working. What are the lights on the other two? Yes.
10:00
Speaker 1
Yep, the other two work no problem, right now? I, well, they're turned off. Actually, I'm at work. I'm not at home because I, since it wasn't working, we don't have internet. I just turned them off. Um, I could call you, I could call you tonight when I'm back home. mhm, Yeah, that'd be fine. Um, I've just, I'm not at home to like do anything with it, but I, I will be tonight. I can [silence]
11:00
Speaker 2
what's the light on those two uh what are the lights on those two nodes? Yes, right now. Mm-hmm. Mm-hmm. I see. So, in this case, uh, uh, yes, no worries there. So, currently, this is what's going to happen. In order for us to, uh, since your units are still within warranty, it is still eligible for a possible replacement, but we still need to rule out all possible troubleshooting steps needed to consider the node as a defective unit. Would that be okay with you? All right. No worries.
11:00
Speaker 1
I'll call you and then we can talk tonight and we're right beside it. Oh, okay, um, yeah, I'm ready. Okay. LTS 00135968. Okay, so I would just call this tech support again. Um, do I ask for you or just tell them this ticket.
12:00
Speaker 2
so, once again, uh, once again, whenever you're available, we're just going to need to rule out all basic troubleshooting on RN to consider the node that's truly defective. And since you're currently at work, I can provide you a ticket number instead, so whenever you're available, just provide us this ticket number. Tell me if you're able to write it down now. All right. The ticket number created is L like Larry, T like Tango, S like Sugar, 0013 5968. That is correct. [silence]
12:00
Speaker 1
517 88-64. Oh, perfect. Okay. And what, what was your name again? Griffin set. Yeah, okay. Okay. Um, no, you you've been a good start. I will, um, I will call you guys when I get back home and, um, next to the, um, other two nodes. Okay. you you do. Thank you. Bye bye.
13:00
Speaker 2
Just tell us this ticket number and all of us, every technician is equipped to assist you with this current problem. So you don't have to worry about it. It's Van, Van like the Van diagram. Uhu. Is there anything else I can also assist you with? Uhu. No worries there. So once again, we'll be eagerly waiting for your reply on RN. Thank you so much for calling Linksys and also have a great day. Buh-bye for now.
13:00