V2 Rubric Detail — 20247eac-610a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:12
Duration
10m 9s
Contact
Dana Edwards
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132447
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Connection/Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall43.0% (-13.0)

V2 Grader Summary

The agent identified the WHW01 model and OOW status but failed to perform any hands-on troubleshooting or use diagnostic tools. A factory reset was suggested and an email promised, but no resolution was achieved. Customer effort was not reduced, and empathy was absent, leaving the issue unresolved.

V1 Case Analysis

Customer unable to connect WHW01 Velop nodes after changing Wi-Fi password; agent advised factory reset and emailed video guide but did not verify resolution or follow proper rebuild steps.

Troubleshooting Steps
  • Confirmed device model (WHW01) and out-of-warranty status
  • Suggested full factory reset of the mesh system
  • Offered to email instructional video for re-setup
Key Observations
  • Agent did not follow the Full Mesh Rebuild KB (universal_mesh_full_rebuild.md) for WHW01 Velop nodes.
  • Provided incorrect support URL (support.links.com instead of support.linksys.com).
  • Collected unnecessary personal data (member ID, phone, email) for a standard troubleshooting call.
  • Failed to verify that the factory reset resolved the issue or guide the customer through proper node re-addition.
  • Pushed paid support before attempting any direct troubleshooting.
Positive Highlights
  • Identified the correct product model (WHW01) at [03:00–04:00].
  • Correctly recognized that a factory reset may be needed to resolve configuration conflicts after password change.
  • Acknowledged out-of-warranty status transparently and offered a self-help option.
Agent Errors / Gaps
  • Incorrect support URL (support.links.com instead of support.linksys.com) at [06:00].
  • Failed to follow the Full Mesh Rebuild KB for WHW01 Velop nodes, which requires specific steps for resetting and re-adding nodes via the admin panel (http://192.168.1.1).
  • Did not confirm whether the factory reset resolved the issue or guide the customer through proper node re-addition.
  • Collected unnecessary personal data (member ID, phone, email) not required for troubleshooting.
  • Offered paid support before attempting safe, basic troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue or confirmed resolution; only offered to email instructions and suggested a factory reset without verifying success.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps were performed (e.g., power cycle, checking admin UI, attempting login); jumped straight to self-help and reset.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status and offered self-help and paid support, but failed to provide best-effort troubleshooting (e.g., guiding login, checking settings) before defaulting to reset.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the device model and symptom (can't connect after password change), but did not ask what steps the customer already tried or probe deeper into configuration state.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools were used (e.g., remote access, admin dashboard check, logs); issue could have been diagnosed via http://myrouter.local but agent skipped this.
T3 Met No misinformation conf 95%
Factory reset is a valid method to clear Wi-Fi settings; no technically inaccurate information was provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had multiple silences, abrupt transitions, and unclear expectations (e.g., sudden shift to member ID request).
C2 Partially Met Confirmed understanding conf 75%
Agent used some confusing phrasing (e.g., 'M for Mary and for Nancy, a for apple') but otherwise adapted language to non-technical user.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer but did not take ownership of resolving the issue—only promised to send an email with instructions.
O2 Met Proactive follow-through conf 85%
Agent clearly stated they would send the instructional link after the call, setting a specific next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Issue was within L1 scope (Wi-Fi setup), and agent made appropriate decision not to escalate given available self-help paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer’s frustration or confusion; no acknowledgment of difficulty or apology.
X2 Not Met Tone & rapport conf 85%
Agent remained scripted and detached; did not adjust tone or pace to customer’s repeated confusion and hesitation.
X3 Not Met Overall experience conf 90%
Customer was forced to perform all actions (reset, reconfigure); no steps were simplified or handled agent-side (e.g., guiding login, checking UI).
Call Transcript18 turns · 19 lines
Speaker 1
Huh. Hi, my name is Dana Edwards and I was really hoping that you could help me uh I got a new Wi-Fi uh from Cox.
00:00
Speaker 2
Welcome to links support center 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 links dot com dot 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 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. Thank you for calling links. This is Epi, how can I help you?
00:00
Speaker 1
Well, and I went in to try to link my Linksys up, my nodes, and it told me to prompt me to change the password or put the password in and the one on the actual node has no letter, no not, anything Capital or a different special character, so I made one up and now I can't connect to the node to my Wi-Fi and my Ring camera doesn't work. So I was wondering if you could help me with like, probably deleting, deleting the Wi-Fi setup that I did. edited, because it's not going to let me do it with a new password. Um. Yeah. Yep. Yep, Yep. Yep. Uh huh. I really messed that up. So, um. it is. Okay. You're ready. Um. 2, 5, F as in frank, 1, 3, M as in Mary, 3, 5, B as in boy,
01:00
Speaker 2
Okay. So maybe the Linksys devices right now, ma'am, the nodes are not set up correctly. So there's a need to, for us to start from scratch, okay? But this was working before with your old modem, right, from your internet provider? Okay. All right, can I have first the model, and the serial number of the device? That's all right. Let's try to look under paper. Mm-hmm.
02:00
Speaker 1
08 6 26. Yes. Yes. What do I do? Where would I find that? uh oh. What's that? It just says links us. uh, uh, no.
03:00
Speaker 2
All right, so that's two five. F is in Frank 1 three M for Mary three five B as in boy 0 8626. Right? Okay. All right. So you have the WHW01. Is that the model number? Uh, try to look at the front. Yes. Do you see anything that says WHW.
03:00
Speaker 1
Oh, up top. Yeah, model. Okay, I'm sorry. W H W O 1. Three. Yes, that includes the three. Yes. I have that one and two, all the. Now, when I go to the the actual uh note app, it says you are not connected. To V E V E L O P setup. Because I changed the password.
04:00
Speaker 2
O.K. And how many flingless devices you have in total? Three. Mhm. That includes the main one, right? The parent node? [ silence] O.K. So right now you don't have any connection.
04:00
Speaker 1
When I set up the Wi-Fi-y. password Does there any way you can tell me how to just delete that or change the password because it's saying I need special characters and all but it doesn't have a special character password. Okay. Okay. Dana Edwards. M-N-M-M-A-M-A-2@Yahoo.com.
05:00
Speaker 2
Hi, good evening. Can you please use the Voom customer system. I can help you from there. Okay. Thank you. Thank you. Okay. So to log in, I'm gonna need your member ID. Um that's M I number. And what's the last four digits on member ID? What's that? 125, okay. Say it again. Okay. And what's your home phone number? 305-926-9737. Okay. And how can I assist you? Okay. Well, if you're referring to the Wi-Fi password, ma'am, we need to manually, uh go into the router settings, change that. Um, so we'll just have to access the router settings. Okay. Uh, by the way, can I have your name? Dana Edwards. Okay. And your email address, ma'am? Okay, so that's M for Mary and for Nancy, a for apple.
05:00
Speaker 1
I yes yes what the links are probably three years three or four years [silence] [silence] [silence]
06:00
Speaker 2
Okay For for Mary mforMary to Yahoo dot com Correct Okay And how long have you been using this device? the link sys eh. Yes Okay cuz upon tracking here in our system ma'am, your device WHW.01 is already out of warranty. Okay That means it's no longer covered for free technical support. It's not entitled for free technical support. Now um we can give you two options for this. Okay It's either you go for our website that would be support.links.com. You can find there articles on how to set up your devices
06:00
Speaker 1
[silence]
07:00
Speaker 2
Okay, you can also take advantage of our A.I. tool as well. It's at the bottom right, okay? And the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. Okay, so that service is non-refundable now. All right. Uh for the first option, I can also send you an email, okay, um it's the Wi-Fi fix, wherein it will give you instructional videos on how to add the parent node as well as the child node. Because right now, um there's a need for you to reset up or reconfigure everything. So, uh that's all you have to do. Yes, you need to reset your device to factory defaults to do that. Okay, you need to start from scratch.
07:00
Speaker 1
Yeah. Yeah. I tried that. Yeah, I tried that. But I'm saying it shows up on my Wi-Fi as a connection. That's what I'm saying. How do I get rid of that? Okay. Okay. That would be great.
08:00
Speaker 2
but, all right, the, uh, yeah. So once you've reset more previous networks you set up, it should be removed, uh, one more. Because that would change back to default settings. Yeah, so, yeah, so if you want me to mail you the instructional videos so you would be able to add the users, uh, as well.
08:00
Speaker 1
Yep that would be great. I'm sorry but this what? Uh huh. Okay. OK, thank you. The what? I'm sorry, what did you say? No, I didn't see anything. Okay, you're going to send me that link, right? Okay. Okay. Okay. OK, thank you.
09:00
Speaker 2
For your time, ma'am, this is appy from Linksys. Yes, hello. you were saying something. Oh, okay. I'm sorry. Yeah, this is appy again from Linksys. Thank you for calling. You do have a great day. Yes. right after this call, I'm going to send you the link. Thank you again. Have a great day.
09:00