V2 Rubric Detail — 2d8c1456-8220-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:43
Duration
13m 10s
Contact
815-721-3438
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00137709
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: VLP01 No Internet

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall56.2% (-9.8)

V2 Grader Summary

The agent correctly identified the VLP01 as end-of-support and the flashing red LED as loss of internet, but performed no on-call diagnostics or troubleshooting, resorting to emailing steps and suggesting a new router. This left the issue unresolved (Unresolved outcome). No critical failures (abandonment, discourtesy, etc.) triggered auto-zero, though the lack of troubleshooting impacted resolution and customer effort.

V1 Case Analysis

Customer (Lisa Torres) reported parent VLP01 router flashing red (no internet), child node solid blue. Device identified as EOS. Agent offered email with troubleshooting steps and recommended replacement.

Troubleshooting Steps
  • Collected model and serial number.
  • Verified device is out of support (EOS).
  • Offered to email self-help steps and suggested replacement.
Key Observations
  • Agent correctly identified the VLP01 as end-of-support and followed the appropriate EOS handling path by offering self-help via email.
  • No basic troubleshooting (e.g., power cycle modem/router, check WAN cable) was attempted before declaring EOS status, despite customer indicating prior functionality.
  • Long silences (e.g., [08:00–09:00], [11:00–12:00]) and lack of active troubleshooting reduced efficiency and protocol adherence.
  • No HappyFox case was created or referenced, violating case documentation protocol.
  • Agent did not validate whether the red blinking was due to modem issue or child disconnection, missing an opportunity to isolate the issue per KB guidance.
Positive Highlights
  • Accurately identified the VLP01 model and correctly determined it is end-of-support (EOS), aligning with Linksys EOS policy.
  • Collected complete customer information: name (Lisa Torres), email (lisa1@live.com), model (VLP01), and serial (26D10602900409).
  • Provided a clear next step by offering to email troubleshooting steps and recommending a replacement router.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not perform any basic troubleshooting (e.g., power cycle modem/router, check WAN cable) before concluding EOS status, despite the customer indicating the system worked previously and no recent changes were made.
  • Did not create or reference a HappyFox case number, violating case documentation protocol.
  • Failed to confirm ISP or ask about recent outages/changes beyond a brief yes/no, limiting problem understanding.
  • Did not validate whether the red blinking was due to modem issue or child disconnection, despite KB guidance differentiating parent vs. child red blinking states.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue on the call; instead, promised to email steps and suggested buying a new router without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, cable check, reset) despite clear symptoms (flashing red on parent node).
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device as end-of-support and offered self-help, but failed to attempt even basic best-effort troubleshooting (e.g., reset, cable check) expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent correctly interpreted flashing red as lost internet connection but did not ask diagnostic questions about WAN cable, modem status, or recent outages beyond a single yes/no.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used (e.g., no remote session, no request to check admin UI, no guidance to test modem directly) despite the need to isolate a connectivity issue.
T3 Met No misinformation conf 99%
Agent accurately stated that flashing red means loss of internet and correctly noted the VLP01 is end-of-support; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gathered information and set expectations about the email, but long silences, lack of structured flow, and abrupt transitions disrupted call control.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed model number verbally (V-L-P), repeated email address, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, collected required data (model, serial, name, email), and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 96%
Agent clearly stated they would send an email within 2–3 minutes and advised considering a new router, setting a realistic next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact with no handoff.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Decision not to escalate was appropriate — issue was within L1 scope (connectivity troubleshooting), and agent committed to providing self-help resources.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer did not request escalation or express dissatisfaction requiring it.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not acknowledge customer’s frustration, repeated bot interaction, or emotional context (e.g., 'shocked it didn’t work').
X2 Partially Met Tone & rapport conf 88%
Agent followed a procedural script but did not adapt tone or pacing to customer’s pauses, confusion, or narrative style.
X3 Partially Met Overall experience conf 90%
Email reduces future effort, but agent could have performed basic troubleshooting on-call (e.g., reset, cable check), which would have reduced customer effort immediately.
Call Transcript24 turns · 25 lines
Speaker 1
Yes, I was trying to connect a router and the parent router and one of the baby routers. Child. Hm. I have I have used it for a while. I what I tried to do was
00:00
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. [silence] Hi, thank you for calling LinkSys technical support. My name is Ellie. How can I help you today? [silence] Okay. Uh, are you [silence] Oh, okay. Are you trying to set this one up? Like is this an initial setup? Or Do you have an existing system already? [silence]
00:00
Speaker 1
[silence] because I have a landline telephone plugged into everything and I had to buy a new one and I just replaced the other one the same way that I I put the other one in. and now I have one uh the child node it's blue but the one that's connected to um the the router, the router and the oh golly. Yeah. Um that one is flashing red.
01:00
Speaker 2
Uh huh. The modem [silence] Uh [silence] Okay. I just really want to make sure if I got it correctly. So there is a router that is hard to wire directly connected to your modem, and it's flashing red. [silence] So that's the parent I know [silence] [music fades] [silence]
01:00
Speaker 1
correct. yes. [silence] it's wireless. [silence] you need the model number. I'm sorry, what is? is that what you needed?
02:00
Speaker 2
And the child node is solid blue. Okay. That's actually kind of weird. yes, if the parent node is actually flashing uh red, that actually indicates that it actually lost its internet connection. Now, the child node, by the way, is it connected wired directly to the parent. or wireless. Okay. Okay, thank you so much. Uh, by the way, ma'am, can I have the model number and the serial number of the parent node or the one that is stuck up directly to the modem? Yeah. Yeah. The model number as well as the serial number.
02:00
Speaker 1
Okay. The model number is VL, P, and it's either 01 or 01. And then the serial number is 26D as in David, 10602900409. No, it's been probably at least a year or two. I haven't had any issues with them. And I was talking, I was just going through chatting with the bot and when I take this node and the other ones in the kitchen, one's in my office.
03:00
Speaker 2
Uh-huh. Okay Perfect. Thank you so much. And by the way, is this like your first time calling Linksys? [silence] Okay. good. Uh, by the way, ma'am, all of your routers are the same model number. Like, uh how many of those linksy routers do you have by the way? Okay, two. Okay. And, uh, man for okay. So, yeah. Oh, yeah.
03:00
Speaker 1
The serial number should be different, the model number is the same. Okay. My first name is Lisa, LISA, last name is Torres, T-O-R-R-E-S. It's my first name, LISA, the number one, the actual number one, and then Torres, T-O-R-R-E-S, at live.com, L-I-V-E. Uh, media.com.
05:00
Speaker 2
OK, the model number is, it's OK. So, by the way, for this one, let me just create a record first. Can I please have your first name and your last name? Okay. And can I also please have your active email address, Ms. Lisa? Okay. Thank you so much. And who is your internet service provider, Ms. Lisa?
05:00
Speaker 1
Yes. okay.
06:00
Speaker 2
Let me do something. Thank you so much. And to make sure if I got your model number correctly, that is V like Victor, L like Lima, P like Peter, and then zero one. Okay. Thank you so much. Okay, uh, just just give me a, uh, a minute, Ms. Lissa, okay?
06:00
Speaker 1
[silence] [distant traffic noise] [silence] [silence] Um, when I was, uh, answering things with the just a bot, uh, I, I pushed a button, the reset button, five times and within three seconds, um, it did nothing like really happened other than she told me to get them both together and then when they were both together, they turned blue. So she was just like, okay, now, now everything is fine. And I actually had brought it back to my office and it stayed blue but then
08:00
Speaker 2
So since you mentioned Miss Lisa earlier that the parent node was actually flashing red so like what have you done so far on the parent node Miss Lisa?
08:00
Speaker 1
[silence] [silence]
09:00
Speaker 2
Mm-hmm. Hello? Hello? Oh, okay. Thank you so much. So, uh, Ms. Lisa? I just really wanna give you and heads up, uh, regarding, with the, uh, Ram...
09:00
Speaker 1
Oh, okay. Yeah, just, just today. Why I got up and, uh, Was going to make a call on the landline phone to my mother, um, just
10:00
Speaker 2
The router that you have, the b.lp01 router that you have. Cause I was checking here, that router, misslessa is already out of support. So, yeah, we no longer provide support for this type of router. Uh so but the only I can actually send you an email with all of the troubleshooting steps that you need regarding with this router. So that all you just have to do is just to follow those steps so that you can put the back P01 up and running since it was working fine before.
10:00
Speaker 1
[silence] nine hours away. And I mean, you know, everybody's hooked up and, you know, you just put it in the power and, and put the, you know, the the telephone line in it. So, I didn't do anything like real technical, and I was just really shocked that it didn't, I couldn't get it to work. Just makes the pool. No, that's the first thing, first thing I checked. Can you hear me? Okay. [silence] Yes.
11:00
Speaker 2
yeah um but uh-huh oh i see but just to make sure as well um miss lister like prior to this one like did you experience uh any power or internet outage no okay no that's perfect so uh yeah miss lister i will be sending you the email uh do you have an active mobile data right now okay that's perfect so you just turn on your mobile data so that you can receive the email uh after this
11:00
Speaker 1
Yeah, I mean, I can get on my computer and everything, so, um, in any way that you, send it as fine. Uh-huh. Okay. Okay.
12:00
Speaker 2
[silence] [silence] give me at least two to three minutes so that I can craft it. Okay? Okay, thank you so much, Lisa. Then also you might also really want to consider like getting a new router since we just figured that out that this router is already end of support and for visibility it was actually ended last August 9th of 2025, just last year. Okay, I hope that helps. [silence] Yeah. So uh yeah, after this call, give me two to three minutes so that I can send you the email. Okay? And that email is Lisa1@live.com.
12:00
Speaker 1
That's correct. Thank you. You too. Bye.
13:00
Speaker 2
Okay. Thank you so much, Ms. Lisa. Have a good one. Bye for now.
13:00