V2 Rubric Detail — 3aece110-7ff6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 02:38
Duration
11m 9s
Contact
502-777-5316
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00137201
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EOS_ VLP0103_Unable to go online on the nodes
⚠ 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
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall48.9% (-7.2)

V2 Grader Summary

The agent correctly identified the product as end-of-support and provided accurate technical information (R3, T3), but failed to conduct any meaningful troubleshooting (R2, T2) or resolve the issue (R1). While ownership (O1) and empathy (X1) were demonstrated, the customer was left with unresolved problems and unnecessary effort (X3). No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

Velop mesh nodes solid red, cannot connect; device out of support; agent sent self-help guide and suggested reset/reinstall.

Troubleshooting Steps
  • Asked LED status (solid red)
  • Collected serial number and email address
  • Checked warranty status (end of support)
Key Observations
  • Agent correctly identified solid red LED as no internet condition per KB guidance.
  • No modem/WAN connectivity verification or basic reboot steps were performed despite solid red LED indicating no internet.
  • Only a self-help guide was provided with no live troubleshooting or fix confirmation.
  • Agent set honest expectations about end-of-support limitations but did not guide the customer through the reset/re-pair process.
Positive Highlights
  • Collected serial number and email accurately.
  • Acknowledged the customer's frustration and repeated the issue back clearly.
  • Provided a clear next-step path (self-help guide) despite the product being out of support.
  • Set honest expectations about end-of-support limitations and offered upgrade path.
Agent Errors / Gaps
  • Failed to perform basic connectivity troubleshooting (modem test, power-cycle) despite solid red LED indicating no internet.
  • Did not guide the customer through the reset/re-pair process live.
  • Did not confirm whether the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome — only offered an email with a self-help guide and suggested product upgrade without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting conducted — skipped reset steps, cable checks, or WAN verification; relied solely on LED status and intent to send a guide.
R3 Met Correct resolution path conf 99%
Correctly identified device as end-of-support and offered appropriate path: best-effort self-help guide and upgrade recommendation, consistent with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified the symptom (solid red LEDs) and asked about direct modem connectivity, but failed to pursue a logical diagnostic sequence or root cause analysis as outlined in universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use any diagnostic tools or guided steps (e.g., WAN status check, cable verification, or guided reboot sequence) despite the scenario clearly requiring them to isolate the internet source.
T3 Met No misinformation conf 98%
Technical claims regarding the LED meaning (solid red = no internet) and the end-of-support status were accurate and consistent with the provided KB references.
Communication
C1 Partially Met Clear & professional language conf 93%
Maintained basic call control and politeness but ended abruptly without confirming understanding or setting clear expectations for next steps.
C2 Partially Met Confirmed understanding conf 92%
Used simple language but did not adapt fully to non-technical user — missed opportunities to confirm comprehension or simplify instructions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership by staying on case, not transferring, and committing to send a self-help guide and provide upgrade context.
O2 Partially Met Proactive follow-through conf 91%
Mentioned sending a self-help guide but gave no timeline or confirmation of delivery; no follow-up commitment documented.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; customer confirmed this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted — issue was within agent scope, though limited by product age.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Expressed empathy with phrases like 'I'm so sorry' and 'thank you for your patience,' acknowledging customer frustration.
X2 Partially Met Tone & rapport conf 91%
Maintained polite tone but did not adjust pacing or check understanding after key statements, leaving non-technical user potentially disengaged.
X3 Not Met Overall experience conf 95%
Asked customer to repeat name/email/serial despite clear initial attempts; added effort by deferring to self-help guide without hands-on support.
Call Transcript14 turns · 18 lines
Speaker 1
[silence] How you doing? My name is Derek. My name is my name is Derek Perkins and I've got these Linces uh extenders things and I'm not very computer witty. That's the reason why I called and I've been having this for probably about three or four years and my my internet went out for a second and uh my link just isn't working anymore.
00:00
Speaker 2
[silence] 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] Thank you for calling Linksys technical support. My name is Donna. How may I help you today? I'm doing fine. Thank you so much for asking. [silence] Hello, Derek. [silence] Mhm.
00:00
Speaker 1
it took it it went all off my the internet that it was hooked up to to so I can't watch my TV so that's why I'm calling it right and I'm trying to reconnect it and it won't connect I put in the password and all of that you know what I'm saying and it's and it's not working and the the internet that the two that the link that were hooked up to that saying that it the internet uh saying it's not in range on my TV when I'm looking at at my yeah and I'm just looking at the connection on my TV saying that that that that the uh that the internet that it was hooked up to
01:00
Speaker 2
Okay. Okay, so thank you so much for sharing that. Just to verify I understand your concern correctly. You have the Linksys device for four years already, and then the internet connection went down, and then the Linksys device stopped working, correct? Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. I see. Thank you so much for sharing that. [silence] May I know the current status or the light lit up on the Linksys node. Is it solid red, blinking red, solid purple, solid blue? Mm-hmm. They're green. Uh red, okay, they're all red. Are they solid red or blinking red? Okay, solid red. Thank you so much for sharing that. Let's see what we can do to get this fixed, okay? By the way, is this your first time contacting Linksys technical support? Mm-hmm. Um, let me check if I can find your record in the system. By the way, is this your your... [silence]
01:00
Speaker 1
Yes. D-R-R-I-C-K P-E-R-K-I-N-S. P-er-Kins. P as in Echo. Uh, my email is, uh, D-P-E-R-S-R-6-3 at gmail dot com. no, yeah, no, no, no, P as in Perkins, D is like my first name, Derek, P, E, R like my last name, Perkins, P, E, R, S, R as in senior, 6, 3, 63@ gmail.com. right.
03:00
Speaker 2
D for Delta E for Echo okay okay P for okay okay all right got it so it's Delta Papa Echo Roger Oscar 63 at gmail.com Thank you so much and um I also have the model number and then the serial number of your product you can find that on the label underneath the device or in the box it came with it [silence]
04:00
Speaker 1
the name is a V V E L O P set up 728. the password is a as in and. oh okay the serial number two six 26 D 10 M three C 902587. Yes. Yes.
05:00
Speaker 2
Um, okay. The Israel I mean the Israel number can you provide a serial number? Okay. Yeah. Okay. So the serial number is. 26 Delta 1 0 Mike 3 Charlie 9 0 2 5 8 7. Thank you so much. And are you calling from the U.S. at the moment? Who is your internet service provider? [silence] Okay. Team, let me double check the warranty status of your device in the system. One moment, please. Thank you. Thank you so much for being patient. [silence] I'm so sorry. Okay. [silence] I'll be 01. Thank you so much for patiently waiting. [silence] By the way, I I want to be upfront with you. This model has reached its end of support phase. So, it no longer receives firmware updates or active fixes from Left. The.
05:00
Speaker 1
Okay. Uh-huh, yes.
08:00
Speaker 2
Okay, I can still walk you through a few practical steps that often help. And afterward, I'll email you a self-help guide you can keep, okay? Also, because of the age of this product, there's a limit to what troubleshooting can reliably fix. So, some of this comes down to older firmware and hardware, but let's try the steps most likely to help, and I'll be honest with you about what we can find. Also, if the steps will not fix the issue, the next option is to upgrade your product to the newer model. And we have newer, longer models available in Amazon or at your local stores. So, just to verify, all the LED status of your note are currently solid read, correct? And then you can still go online when your computer is wired directly to the modem, right?
08:00
Speaker 1
I don't know. Yeah. Yes, yes. Yeah, the modem is online because my one TV upstairs, it went to another uh uh another my other TV downstairs, it went to a old like uh uh uh network that we had. We had a original network but when when they set up uh this Linus, it it had another network. See what I'm saying? It was like that one, that one is the the one that the Linus was was hooked up to, that one went out and then when I then when the uh the internet came back on, it said that that that network wasn't in range anymore. I'm like what? [silence]
09:00
Speaker 2
I see. If you try to...do you have a computer that you can wire directly to your modem so you can check later if the modem is online or not?
09:00
Speaker 1
So, watch and catch you at your pace. OK, yeah, because I already tried to like reboot it, reset it, and everything and nothing's happening. OK, thank you. Yes, it's still in there. All right, thank you. [silence]
10:00
Speaker 2
[silence]So what you can do to fix the issue is to reset the Linksys nodes and then we'll reinstall them from scratch. So, what I can do for you is to send you the self-help guide via [email], then you can follow the steps from there. Okay. I understand. So, no worries, because the self-help guide will provide you the step-by-step instructions on how to fix the issue that you're having today. Thank you so much. And you still have other Linksys devices that you'd like me to assist you with? Okay. Once again, my name is Donna. Thank you so much for contacting Linksys technical support. I hope that your day goes smoothly. Bye-bye and take care. Uh.
10:00