V2 Rubric Detail — 409953ba-6475-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 02:36
Duration
11m 56s
Contact
Tonya Kinney
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132891
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding nodes
⚠ Auto-Zero applied: T3 Not Met — materially incorrect information provided: wrong support URL (support.linxisys.com) and incorrect model number (BL01), which constitutes a critical failure under accuracy standards.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot or guide the customer through adding a mesh node, provided factually incorrect information including a fake support URL and nonexistent model number, and abdicated ownership by redirecting to Amazon. Despite correct non-escalation judgment, the interaction was technically inaccurate and left the customer with no path forward, resulting in an unresolved case with a critical accuracy failure.

V1 Case Analysis

Customer unable to add VLP01 node to existing WHW01 mesh; agent provided invalid support URLs and no troubleshooting. Advised replacement without validation.

Troubleshooting Steps
  • Collected model and serial numbers
  • Checked warranty status in system
  • Provided incorrect website links for self-service
Key Observations
  • Agent provided two invalid URLs: 'support.linxisys.com' and 'support.com', neither of which are legitimate Linksys support domains.
  • Agent falsely claimed technical support for VLP01 ended in August 2025, contradicting KB guidance that VLP01 is a supported Intelligent Mesh product.
  • Agent incorrectly stated VLP01 is incompatible with WHW01, despite both being Velop Intelligent Mesh products and compatible per KB.
  • Agent did not perform any standard mesh node addition troubleshooting (e.g., reset, 5-press, app/web UI access, LED observation).
  • Agent did not confirm customer's access to the router UI or app, or whether the main router was online.
  • Agent repeatedly misidentified VLP01 as 'BL01' or 'BLP01', indicating confusion about the product model.
  • Agent suggested contacting Amazon for replacement without validating the issue or offering any technical guidance.
Positive Highlights
  • Collected customer name, email, and serial numbers for case documentation.
  • Attempted to look up customer record using phone and email.
Agent Errors / Gaps
  • Provided invalid support URLs ('support.linxisys.com', 'support.com') that are not recognized Linksys domains.
  • Falsely stated technical support for VLP01 ended in August 2025, which is not supported by KB or policy.
  • Incorrectly claimed VLP01 is incompatible with WHW01, contradicting KB compatibility guidance for Velop Intelligent Mesh products.
  • Misidentified VLP01 as 'BL01' or 'BLP01' multiple times, showing lack of product knowledge.
  • Failed to perform any mesh node addition troubleshooting (reset, 5-press, app/web UI access, LED check).
  • Did not verify customer's ability to access the router UI or confirm internet connectivity.
  • Did not clarify that WHW01 and VLP01 are compatible Velop Intelligent Mesh products.
  • Suggested device replacement without attempting diagnosis or offering correct self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the node addition issue; instead redirected customer to Amazon and a website without providing actionable steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, check LED, pairing method); immediately defaulted to warranty status without diagnostic effort.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the VLP01 as end-of-life and out of warranty but failed to offer best-effort troubleshooting for compatibility or setup despite OOW standard requiring real attempt.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions asked about symptoms (LED state, power cycle, prior attempts); skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use any tools (e.g., firmware check, web UI guidance, model compatibility matrix) that could have confirmed setup path or limitations.
T3 Not Met No misinformation conf 95%
Provided incorrect URL 'support.linxisys.com' (should be support.linksys.com); also referred to non-existent model 'BL01' instead of VLP01.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure: repeated phrases ('same here', 'ma'am'), no framing, no control during customer confusion, abrupt ending.
C2 Not Met Confirmed understanding conf 92%
Used technical terms like 'end of life' without explanation; did not confirm understanding or adapt language to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Abdicated responsibility by telling customer to contact Amazon; did not own the technical compatibility question.
O2 Not Met Proactive follow-through conf 93%
Vague next steps: 'contact Amazon' and 'visit website' with no timeline, follow-up, or specific action plan.
O3 Not Applicable Closure confirmation conf 85%
No prior case history referenced; confirmed first contact with no handoff needed.
Escalation Judgment
E1 Met Correct escalation decision conf 89%
Correctly determined no escalation was needed — issue was OOW device setup, not a complex hardware fault or customer complaint requiring Tier 2.
E2 Not Applicable Escalation prep & handoff conf 91%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown; generic 'sorry' without acknowledging customer frustration or effort; transactional tone throughout.
X2 Not Met Tone & rapport conf 92%
Failed to adapt to customer’s growing confusion; maintained rigid, scripted responses despite clear disengagement.
X3 Not Met Overall experience conf 94%
Increased customer effort by providing wrong information, forcing them to search on their own; did not reduce friction.
Call Transcript24 turns · 24 lines
Speaker 1
Welcome to Linksys support. 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.linksys.com. Please have your device serial number ready for assistance. Press one now. For out-of-warranty products, please have your device serial number and contact information ready if unavailable, kindly call back later. For all of more support options may be available depending on the issue. Thank you for calling. This is the NSE Company. How may I help you? Hi, I'm calling. I'm trying to add a node to my existing um, Linksys configuration. You there? Okay. Yeah. And I'm
00:00
Speaker 2
Welcome to Linksys support. 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. Linksys.com. Please have your device serial number ready. For assistance, Press one now. For out of warranty product, please have your device's 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 Linksys. This is Eppy. How can I help you? I have an issue with my mesh network. Yes, ma'am. Yes,
00:00
Speaker 1
I'm having a hard time doing it. I'm having a hard time getting it done. Yeah, okay, sorry. Go ahead. So I have two chats. Were you calling me before? Yeah, long time ago. I'm adding two more nodes and I need to, and they're not getting acclimated. Toya. T-O-N-Y-A. Kinney K-I-N-N-E-Y. It's T for Tanya Kinney.
01:00
Speaker 2
Same here Alright Okay uh, okay let me just check the have you call the for manga okay so you're adding two nodes all right um I just can't find any of your record using your phone number so let me just create a record here can I have your name last name what about your email ma'am?
01:00
Speaker 1
GINNY34@yahoo.com
02:00
Speaker 2
can I have the model number and the serial number of your LinCsys device? the one that you're adding. So that's 26D like David, one zero M like Mary, five six C for Charlie. So that's 26 yeah 13M, like Mary five six C for Charlie zero zero eight two zero. Correct. Okay so let me just check this serial number.
02:00
Speaker 1
uh, uh, uh. This is the you, you, right? Uh, uh. You, you, you would be, you, of your. Xfinity. Xfinity. Yeah, yeah. I, I have a second line. It could be connected with, associated with my other phone number. Uh, your, your, you, you.
03:00
Speaker 2
So this is your new device, VLP01, right? And who is your internet provider, ma'am? Xfinity, okay. Let me check if I can find your record using your email address. Yep, it's still not finding it. Okay. It's all right. No worries. Let me just maybe it was a long time ago. So let me just create a new record here. So your new I mean
03:00
Speaker 1
And your old router, is it also the other one? Yeah, here, let me get you a serial number from the one I had. I still have it. There's nothing wrong with it. I just need to add something to it. So this serial number is two five, F as in Frank, one, three, M as in Mary, three, five, B as in boy, one, four, eight, seven, one. That's the serial number. And I bought this set at Best Buy. The one I gave you today, I bought it uh Amazon. [silence]
04:00
Speaker 2
In your old router, is it also VLT-01? Okay.
04:00
Speaker 1
Uh huh. which one, the pre-existing one or the new one that I got?
05:00
Speaker 2
number of your new, of your new purchase router, the BL01. And up on checking here, ma'am, okay, this mesh device, the BL01 is already out of w That's choose on our system, okay, so it's out of warranty and it's even one of our end of life routers. Okay the technical support for this device ended August 2025 now. So , , it's it's one of our oldest models, okay, as we can see in our system here. The the new one that you got.
05:00
Speaker 1
Well, yeah, because it would match my existing system. [silence]
06:00
Speaker 2
Yes, Mhm. Well, the the existence system that you have is WHW01, okay? Um, well, the the existence system that you have is WHW01, okay? Um, well, the the existence system that you have is WHW01, okay? Um, that though that is still also out of warranty, but the technical support for that device is still covered, okay? Uh yeah, so we can still um give you support, but there will be a fee for the service for that particular device, WHW01. Okay, but for the VLP01 Ma'am, the technical support already ended, which was last August 2025. So, what we can suggest you to do Ms. tanya, um yeah, is what we can offer for for uh technical support, I mean for this particular device, is our website, which is support.linxisys.com. So you can find our articles then how to set up this VLP01. Okay?
06:00
Speaker 1
what's a compatible model because so so the person that's selling this on Amazon sold used equipment is what you're telling me well if it's already out of warranty it's not brand new that's that means there's there's no reason for it to not be out of what you know for it to be out of warranty so that would suggest that it's not new when they did reach out to me and talk to me they told me that it was compatible which is I'm pulling up my order right now let me see I purchased these guys
07:00
Speaker 2
but if you really wanted a support, what we can suggest you to do is to, since this is newly purchased, well, I would suggest you better have it replaced with a uh with another one with a with a different model uh uh I really can't speak in behalf of Amazon, but uh maybe it's in their hmmm yeah [silence]
07:00
Speaker 1
[KEEP_UNCERTAIN] It's a set of four. So it's two boxes. I purchased these May 2. 2026. Both of them. So you can actually replace this now with the same model if the one that you have is the WHW01. So if you will go an hour and a HD for seven times back so so I don't know what you mean if I have another one. Right and they said it was compatible but you're telling me it's not. So they're not compatible. It's actually compatible just that, you know, this is ISO 4.
08:00
Speaker 2
Yeah. So you can actually replace this now with the same model. So because the one that you had is the WHW01. So if you have another WHW01, it's still going to be compatible. The the the the device that the device that you just purchased is VLP01. It's a different model. It's not the same as the. It's actually compatible. It's just that the, uh, this device is, um, out of warranty. Okay.
08:00
Speaker 1
[silence] serial number. Let me see what this one. Tell me about this one then. 26. Okay. It's 26D13M as in Mary 56C01546 and it's a it's two in a box. Yeah, it's still the same. If you turn it on there will be an option to say that both of these devices are printing the Shiloh to change these other settings. So they're both out of warranty. I'm sorry. So that's why I do. Good. Are we going to suggest using now? Or you who's going to replace it. You're asking me to replace it? Call the people that I purchase it from or lose my money that I invested in. I'm [silence]
09:00
Speaker 2
It's one of our end of life routers. Okay. Yeah. OK. sorry. Yeah. yeah. it's still the same. the the serial number shows BLP01. OK. sorry. may have time. Sorry. Sorry. ugh. yeah. Sorry. Sorry. Yeah. and the technical support for this device ended August. 2025. uh. it's one of our end of life hours. So that's why um what we can suggest you to do, ma'am, is for you to replace that device. Sorry. ma'am. I need to.
09:00
Speaker 1
not sure what you're suggesting. Right. Yeah, I'm looking at it. Right, I'll have to figure it out. What you're saying is I have to figure it out myself, though. There's no one to walk me through it. Okay. So what's your what's your s yeah. So what's your What's your... but I'm fixing to call them this real quick. But I want to see what the website is. cuz I don't need a headache of trying to figure this out.
10:00
Speaker 2
Well, you can contact Amazon back. You have a copy of the receipt, right? yes. So let them know that the one you had purchased is already out of warranty and is no longer covered. You can still have this but there will be no support and no further development for this device. Yes, ma'am. What we can offer is our website, which is support.com.
10:00
Speaker 1
Setup installation. Let me see how easy this is. And which one do you say I have? So I'm on your Linxis setup installation website. And it says articles for Linxis MR. But I don't see the Velop. Oh, here it is. Setup Linxis Velop mesh. Is this the only one? model number. Your Like check. Okay. All right, thank you. Bye. Okay, bye. For your time, now this is.
11:00
Speaker 2
You can also take advantage VLP zero one. Well you can search for the model number of your device ma'am, which is VLP 01 and you would be able to find the downloads, documents and user guide. So you can find the user guide of that particular device. Okay, thank you so much for your time ma'am. This is Eppie from Linksys, thank you again for calling. Have a great night.
11:00