V2 Rubric Detail — 441ab032-64cb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 12:52
Duration
7m 13s
Contact
Rich Ruhl
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132931
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node Lost connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately deferring to paid service without attempting any troubleshooting, despite the documented expectation to provide best-effort support for out-of-warranty devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly stated support policy, and avoided ownership by redirecting to a paid service. No technical diagnostics were conducted, and the customer was left without a path to resolution. The interaction constitutes avoidance, triggering an auto-zero under the rubric.

V1 Case Analysis

Customer reports mesh node with solid blue LED but no internet. Agent noted device out of warranty, suggested node reset and re-pairing via app, but provided no step-by-step guidance. No model number confirmed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number (20J20M3BA26848).
  • Collected customer name (Richard Ruhl) and email (rich.ruhl@allstate.com).
  • Suggested resetting the node and re-adding it via the Linksys app.
Key Observations
  • Agent did not obtain the product model number, which is critical for accurate mesh troubleshooting (e.g., pair button vs. 5-press method).
  • Only a vague reset suggestion was given without step-by-step instructions or confirmation of execution.
  • Agent introduced paid support early but did not confirm customer acceptance before closing the call.
  • Call ended abruptly at [07:00] without confirmation of understanding, recap, or clear next step.
  • Customer provided full name (Richard Ruhl) and email (rich.ruhl@allstate.com), which the agent captured correctly.
  • Technical advice (reset and re-pair) was directionally correct but lacked specificity and verification.
Positive Highlights
  • Correctly identified the device family as Velop based on context (mesh node, app usage).
  • Accurately communicated warranty status and support eligibility path (paid support for out-of-warranty device).
  • Successfully collected and confirmed customer contact information (name: Richard Ruhl, email: rich.ruhl@allstate.com).
  • Suggested a technically valid first step (reset and re-pair node), which aligns with standard mesh troubleshooting per the KB.
Agent Errors / Gaps
  • Failed to collect product model number, preventing model-specific troubleshooting guidance.
  • Provided only a generic reset suggestion without detailed instructions (e.g., duration, method, LED feedback).
  • Did not verify whether the customer understood or could perform the suggested action.
  • Abandoned call at [07:00] without confirming next steps or ensuring customer readiness to proceed.
  • Poor call control: repeated miscommunication (e.g., asking for light indicator after customer already described it), lack of empathy for customer's difficulty reading serial number.
  • Prematurely closed the call after mentioning paid support, without confirming customer intent or offering self-help alternatives.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested resetting the node but did not confirm resolution; customer’s final comment indicates continued effort, not success.
R2 Not Met Diagnostic thoroughness conf 95%
Only one generic step (reset and reconnect) was offered with no diagnostic process or logical troubleshooting sequence.
R3 Not Met Correct resolution path conf 95%
Agent immediately defaulted to paid service without attempting best-effort troubleshooting, violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; no root cause identified—only a generic reset suggestion was provided.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., web interface check, firmware verification); relied solely on customer description despite available local access options.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated free support is unavailable for out-of-warranty devices and imposed a $15 fee, contrary to documented best-effort policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set an expectation about cost but failed to guide the interaction toward resolution or maintain control of the troubleshooting flow.
C2 Partially Met Confirmed understanding conf 85%
Language was simple but lacked comprehension checks; did not adapt to customer’s repeated confusion and hesitation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated ownership by redirecting to paid service without attempting resolution, even basic best-effort steps.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up plan—only a vague suggestion to reset, with no confirmation loop.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the agent did not attempt resolution, so escalation was premature.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; no acknowledgment of customer frustration or repeated effort despite visible struggle.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or tone to match customer’s hesitant, confused delivery; interaction remained transactional.
X3 Not Met Overall experience conf 95%
Customer repeated information (email, name); agent added effort by introducing a paid barrier instead of reducing friction.
Call Transcript10 turns · 12 lines
Speaker 1
Good morning. Having some... I'm sorry, what was that? [silence]
00:00
Speaker 2
Golden years for lunch's 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.links.com. Please have your device serial number ready. For assistance. Press 1 now. For out of warranty products, paid support. 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. All right, thank you so much for calling our support. Can we help? Mahalo. Thank you. Now, go ahead, I'm just waiting for you to, tell me something.
00:00
Speaker 1
I'm having trouble getting one of my mesh routers to, um, uh, operate. I mean, it shows a blue light, but it's not sending out any internet signal. Uh, just one second here. I gotta get a flashlight, sorry. Um, it shows on my the number. It says the serial number. Oh, wait here. Hang on a second. OK. OK. Serial number is four, or I'm sorry, two zero J, two zero M. God, this thing is so small. Three B A to um, six, eight, four, eight. Um, spectrum. I get a new modem. I have four.
01:00
Speaker 2
Okay, you can give me that. Instead, I will hold. Okay, and this here internet service provider, how many links is mode you have in total? What's select the key of the notes?
02:00
Speaker 1
The uh the light. I don't know why. I'm sorry, what did you ask me? The light indicator was blue. I don't have it. I don't have it plugged in right now. Sure. It's Rich Rule. My email is my full name rich R-H-L is my last name @allstate.com. Yes, A-L-L-S-T-A-T-E dot com.
03:00
Speaker 2
sorry? What is the model number of the lights system? I mean what's the light indicator of the device? Was blue. Right now what's the light indicator? Thank you. Alright, can you give me your full name and your email address please? at allstate.com So your name is R I C H A R D. Thank you for your time.
03:00
Speaker 1
R U H L. Is there a way to remove it from my Linksys app and then readd it? Oh
04:00
Speaker 2
Yes, sir. You can reset the node and then reconnect it back again. Now, I just wanted to set your expectations, sir, that in our record it shows that the device is already out of warranty. And for out of warranty device, we no longer provide free technical support. So if you want to be assisted over the phone, that's going to be through paid service and which means that it's going to cost you $15. to
04:00
Speaker 1
OK, that's fine. I'll try that first. Oh my god. [silence] So, Rich, and then R-U. H, L at Allstate.com. Okay. Perfect. Yes. Okay. Super. Thank you. Oh, uh, hang on a second. Doesn't work like I've oh, there we go. Got it. Just got it.
05:00
Speaker 2
proceed with the trouble the paid service okay, okay alright, you're very much welcome, sir, have a good day and take care, always, bye,
07:00