V2 Rubric Detail — 478f918e-691b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:35
Duration
16m 14s
Contact
Kevin McMillien
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133494
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately suggesting hardware replacement and charging a fee, despite the issue being resolvable via standard node reset and re-pairing procedures documented in KB (e.g., universal_mesh_full_rebuild.md).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any troubleshooting for the red-light child nodes, instead recommending a paid hardware replacement. No diagnostic steps, tools, or clear next actions were provided. The agent ignored prior contact, repeated information, and gave technically inaccurate advice, resulting in a complete failure to resolve the issue. This constitutes avoidance of support responsibility.

V1 Case Analysis

Customer unable to reconnect VLP01 child nodes (red LED) after moving; parent WHW01. Agent incorrectly stated device is end-of-life and out of warranty, offered no troubleshooting, and recommended MX series replacement with paid support.

Troubleshooting Steps
  • Collected serial number and confirmed model WHW01
  • Incorrectly verified warranty status as expired/end-of-life
Key Observations
  • Agent incorrectly stated WHW01 is end-of-life and out of warranty (KB confirms WHW01 is a supported Velop model with troubleshooting guidance available).
  • No troubleshooting steps were performed despite clear KB guidance for red LED (reset, 5-press method, WAN check).
  • Agent failed to verify internet/WAN connectivity or node LED status before recommending replacement.
  • No KB articles or self-help steps were provided despite available guidance in velop_child_node_setup.md and universal_mesh_full_rebuild.md.
  • Agent introduced paid support without first offering free, KB-backed troubleshooting steps.
Positive Highlights
  • Accurately collected and confirmed serial number (2F45N1M38A10120)
  • Correctly identified parent model (WHW01) and child nodes (VLP01)
  • Maintained a polite tone throughout the call
Agent Errors / Gaps
  • Provided factually incorrect warranty and end-of-life status for WHW01
  • Failed to perform any technical troubleshooting for red child nodes despite documented steps in KB
  • Did not verify basic connectivity or LED status before recommending hardware replacement
  • Suggested paid support without confirming eligibility or offering free KB-backed solutions first
  • Did not direct customer to relevant KB articles (velop_child_node_setup.md, universal_mesh_full_rebuild.md)
  • Misrepresented product compatibility by implying MX series is required instead of confirming WHW01 can support additional WHW/VLP nodes

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested replacing the device instead of resolving the red node issue; no functional fix was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps like reset, LED check, or admin page verification were attempted; agent skipped to replacement.
R3 Not Met Correct resolution path conf 96%
Agent offered paid support and replacement rather than best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically or ask diagnostic questions about node behavior or placement.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI, reset procedure, speed test) were used or referenced during the interaction.
T3 Not Met No misinformation conf 94%
Agent inaccurately stated support ended and fees apply, while omitting correct VLP01 node-reconnection steps from KB.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure; long silences, abrupt transitions, and no clear framing of next steps or expectations.
C2 Not Met Confirmed understanding conf 92%
Agent used inconsistent model names (VLP01, WHW01, MX) without clarifying compatibility, causing confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; deferred to supervisor and pushed replacement instead of solving the issue.
O2 Not Met Proactive follow-through conf 94%
No specific next steps given; only vague suggestion to buy new hardware with no timeline or action plan.
O3 Not Met Closure confirmation conf 93%
Agent ignored prior contact ('I had called earlier') and re-asked for model/serial despite prior mention.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted; issue was standard node connectivity.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent briefly apologized for hold but did not acknowledge customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 91%
Agent maintained a scripted, disengaged tone and failed to adapt to customer’s confusion about models.
X3 Not Met Overall experience conf 93%
Customer repeated model and serial numbers multiple times; agent did not retain or reference prior data.
Call Transcript19 turns · 21 lines
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 products, 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.
00:00
Speaker 1
Yeah, hi. I had called earlier and I had my, uh, my additional two child nodes set up, but when I unplugged them and plugged them into where I wanted them to go, they went back red. So I'm having trouble, uh, getting them connected and then moving them. Yes, ma'am. Yes. Yeah. Right. Once I unplug them and I move them.
04:00
Speaker 2
Okay. All right. So this is Kevin McMillan. Yeah. And the email address Okay. All right. Um, so it goes back to red. Okay. Okay,
04:00
Speaker 1
VLP 01. Yes, that's the model number for the, I think both for the VLP, yeah. So those are the two additional notes that I'm trying to connect and move. Yeah, that's fine. [silence]
05:00
Speaker 2
you have a VLP 01, is that correct? Is that the model number? Allright, okay. Sir Kevin. Sir, um, I'll just have to verify something with us one uh, can I put you on hold for three to four minutes? Would that be okay? Allright, just hold on please, thank you.
05:00
Speaker 1
Okay, he's done. Why is it ? Yes, ma'am. I'm here. A short matter.
08:00
Speaker 2
Hello Sir Kevin. Hi Sir Kevin, thank you so much for uh patiently waiting sir. I really do apologize for that hold. Um I've actually verified this with my immediate superior sir. Okay. Uh I believe um. Yeah, there there was actually a maybe the previous technician just missed to had overlooked the the status the warranty status of the device. He had not checked the the the Linksys product end of life because this VLP011S. It's one of our end of life routers. Okay. That just means to say that Linksys is longer manufacture this particular device and the technical technical support for this device ended August 2025. Okay. Yeah. We understand that the previous technician provided support earlier. But we suggest especially these devices that no longer supported um since this is newly purchased, we would really suggest you to have it replaced with a newer model because there will be no further updates and no further development.
08:00
Speaker 1
Okay, so the model that I have, that's the parent know right now is the whiskey, hotel, whiskey, zero, one. So you're saying that those that's the that's the one that's that's that's good right now. Oh, is that still good? Mm-hmm. Yeah, this serial number is two five F is in Foxtrot one one M is in Mike three eight A is in alpha one zero one two zero. Right. No, I I've had this for years now. I I I purchased this off
10:00
Speaker 2
So, yeah. So that's the parent node. Can I have the serial number of the parent node? Okay so that's 2F45N1M38A10120. Is this also newly purchased or you had this? Hmm.
10:00
Speaker 1
You know, probably four. I'm going to back with a count in three, two, one. Okay, so. Do we do it yet? Well, the parent was already connected. [silence]
11:00
Speaker 2
for WHW 01. Yes, this router though is one, it's still the same. Um, one of our end of life routers, but, uh, it's still, uh, though it's it's out of warranty, sir. Okay, we can still, um, assist you. Okay, we can still walk you through the process, but there will be a fee for the service. Yes, the device is already out of warranty. Unlike the VLT 01, though it's it's newly purchased, this device is, uh, one of our End of Life, but the technical support is also not covered. Yes. So, we can still help you set up the parent node, which is the WHW 01, but there's a fee for the service. Okay. And we suggest, um, for the.
11:00
Speaker 1
like my, yeah, those are still green-late. So I have three of those. Yeah, I have three of those that initially bought it. and they're, they're green late. The problem I was having is the two that I initially bought, like you said, the VLC-01, I got them from Amazon. Okay, so what model should I be looking to get? [silence] [silence] [silence] speak slowly [silence] [silence] [silence] [silence] what? [silence] [silence] [silence] I
12:00
Speaker 2
Yeah, are you able to go online with the parent node, WHW031? [silence] Okay. Okay. [silence] Which is the VLP. Okay. Yes. So yes, as per advise by our immediate superior, Sir, we really suggest you to replace it with a newer model because this is no longer supported. All right? So since you have the copy of the receipt, where did you where where did you buy this device? Hmm. [silence] Yes, you can contact Amazon and have it replaced with a newer model, Sir. Well, you can get another WHW since they're [silence]
12:00
Speaker 1
Okay, so it'll be best to get another WHW01 so they're compatible with the other two, or are you suggesting that I just get the X series? [silence]
13:00
Speaker 2
compatible or if if they can get a newer model, which is the MX series. That that would be great cuz the MX series is is um it's a Wi-Fi 6 router. It's it's one of our newer models.
13:00
Speaker 1
Okay, so I had to get a whole new because right now I have three three nodes so I would have to get like I said I'm trying to get five. So I have to get five of the MX series or I would just have to get two additional two I mean Whiskey hotel Whiskey zero one models. [silence] Oh, okay. I got you. So if I get the. Okay. So if I get two additional Mx nodes and I have one as a parent uh node uh.
14:00
Speaker 2
Closing statements,
14:00
Speaker 1
Does it matter where the other MX node go? in the household? Okay. So you said that is MX. What was the name of it again? MX 5500 5500. Okay. Okay. MX 5500. Okay. All righty then. Thank you. I will uh look at those. All right. Thank you so much. [silence]
15:00
Speaker 2
Yes. Yeah, they're they're still the same. They the uh the physical um box is is the same. So it doesn't matter which one is the parent node and uh which one is the child node. So that depends on the configuration of the device. Um uh MX 6500. You can get an MX 6500 65 65 or 5500. Yeah, we really do apologize for that. Yes. So, thank you for [silence] your time sir Kevin for more information please visit our site support.linksys.com. So this is Epi again from Linksys. Thank you for calling. Have a great night. Take care. Bye-bye.
15:00