V2 Rubric Detail — 24a0510c-7949-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:44
Duration
11m 58s
Contact
618-616-8590
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall62.5% (+6.5)

V2 Grader Summary

The agent correctly identified the VLP01 as end-of-support and provided a factory reset as best-effort help. However, the agent provided materially incorrect technical guidance by advising the 5-press method, which is not supported for the VLP01 model per the KB. This inaccuracy increases customer effort and prevents a successful resolution.

V1 Case Analysis

Customer has VLP01 node (serial 660B801231) with no internet and solid blue light. Device is out of support. Agent advised factory reset and incorrectly recommended 5-press pairing method. No verification of fix.

Troubleshooting Steps
  • Advised power-cycle the node.
  • Provided factory-reset procedure (press & hold reset 15 seconds).
  • Incorrectly recommended 5-press pairing method as a setup step.
  • Suggested using default Wi-Fi credentials after reset.
Key Observations
  • Agent correctly identified the VLP01 as out of support based on end-of-support date.
  • Agent provided accurate factory reset instructions for the model.
  • Agent gave materially incorrect advice by recommending the 5-press method, which is not applicable to VLP01.
  • No attempt was made to verify whether the suggested steps resolved the issue.
  • No case number or customer contact details were collected.
Positive Highlights
  • Polite and empathetic tone throughout the call.
  • Correctly identified the product model and its end-of-support status.
  • Provided clear and accurate factory reset instructions.
  • Directed the customer to use default Wi-Fi credentials printed on the device.
Agent Errors / Gaps
  • Incorrectly advised using the 5-press pairing method for a VLP01 node, which is not a supported or documented procedure for this model (transcript timestamp [10:00]).
  • Falsely claimed that the 5-press method would change the LED to purple/hot-pink after reset, which is not accurate for any Linksys mesh node (transcript timestamp [10:00]).
  • Failed to verify whether the factory reset resolved the internet connectivity issue before closing the call.
  • Did not collect customer contact information or create a case number, violating basic support protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution of internet connectivity; only suggested a factory reset and upgrade path without verifying success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent advised factory reset and 5-press method but skipped basic checks like modem power cycle, cable inspection, or WAN status verification.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as end-of-support and offered best-effort troubleshooting (reset) alongside a recommendation to upgrade.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model and ISP but did not investigate root cause (e.g., WAN link, physical connections); assumed issue was configuration-based.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote access, diagnostics) were feasible or necessary for an unsupported device; agent relied on documented reset procedures.
T3 Not Met No misinformation conf 100%
Agent incorrectly recommended the 5-press method for a VLP01 model. Per universal_5press_models.md, this method is only for specific WHW, MX, and MR models; VLP is not listed as compatible.
Communication
C1 Met Clear & professional language conf 95%
Agent opened the call professionally, collected required info, maintained focus, and guided the interaction without losing control.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language, repeated instructions, and confirmed customer understanding of reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided actionable next steps despite device being out-of-support.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (reset, 5-press) but did not set expectations for follow-up or timeline if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent made a valid judgment not to escalate—issue was within scope for L1 troubleshooting even for an unsupported device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained neutral and solution-focused; minimal empathy shown, but not dismissive.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace and clarity, but did not adapt tone to customer’s evident stress or confirm comprehension beyond basic steps.
X3 Not Met Overall experience conf 90%
Providing an invalid 5-press instruction adds unnecessary effort and risk of confusion, increasing customer burden.
Call Transcript10 turns · 11 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.Linksy.com for more information about your product. [silence]
00:00
Speaker 1
Hello, Joy. I'm trying to figure out if there's something wrong with my Linksys router? Okay, well, I can at least give you one of the serial numbers. Let me see here. Hopefully, I'll be able to read it. What does it end in? It ends in 1231. Okay. It is an older router. I don't know how old though. It's 26d 10.
06:00
Speaker 2
[silence] hi thank you for calling link sys this is joy how can i help you today okay um me have the serial number of that link syst device please [silence]
06:00
Speaker 1
660 B as in boy, 801231. Uh, it's HTC. So Harry, Tom, Charlie. Yeah, give me a second. I gotta turn it back upside down. Model number is VL P Victor, Larry, Paul, 01. Yeah, give me a second. I gotta turn it back upside down.
07:00
Speaker 2
Okay, let me just check. And who is your internet service provider? Do you have a model number for this unit? 01. Okay. Let me just check this unit just a moment.
07:00
Speaker 1
Okay. So my choice is I so I'm down to just having to go buy a new one. Well, yeah, I got no internet connectivity in the house, yet I got a blue light. Yep.
08:00
Speaker 2
all right for these ones for checking here on my end this unit is no longer supported the end of support is last march 11th 2026 so after that date we can no longer provide technical support for this unit anymore so it would be best for you to have an upgrade for a newer one yeah, yeah sure, but what seems to be a problem with that like there's no internet connection on it? Blue light on that node. um you can try to do a full factory reset on that node and then
08:00
Speaker 1
Okay. So to do a full reset, that's pushing the reset button on the bottom of the node, right? Right. And then I would, okay, but I would do that through the linksys app, right? Like I had initially set it up. Because right now I can. Yeah.
09:00
Speaker 2
Yes, reconfigure or set it up again, but if that won't still work, then I think that's the time you need to have an upgrade. yes, you press and hold it for 15 seconds or until the light will turn off. then you release. then it will delete all the settings, then it will go back to the default, and then you start again the setup. Um we have this setup instructions also on our website, if you want that guys. we don't have or the setup is no longer available on the links app, so you can no longer set up your node. us um using the Linksys app but you can still set it up using a different method like the 5-press pairing method or using the web interface on a computer. Um you yeah you can do the 5-press pairing instead to set it up like after you reset it once it will turn purple or hot pink or you might see that as solid red. Just press the reset button of the node again five times to set it up automatically. Yes. Yes but you will going to use the default name and password to connect to the internet
09:00
Speaker 1
Okay. And the default name and default password I think is on the bottom right. There's the, yep I see the name and the password on the bottom. And it also has a recovery key, so, okay. Uh yeah, I don't know what the recovery key is used for. Uh huh. Well, I might have to try that then because I have no idea why just over the weekend it had decided to stop working. So, I've tried you know unplugging it and plugging it back in, but it just decided to stop working. Uh huh. All right, well I'll do that. Yeah, I'll try to do that then. Thank you.
11:00