The agent failed to perform any meaningful troubleshooting, offered no accurate technical guidance, and abandoned the customer despite an ongoing critical issue. The call ended without resolution, escalation, or next steps, constituting a clear case of avoidance. All primary indicators are Not Met, supporting an auto-zero for critical failure.
V1 Case Analysis
Customer reports no internet on WHW03 Velop mesh nodes; modem online. Agent collected basic info but did not perform troubleshooting or provide resolution. Call ended without next steps.
Troubleshooting Steps
Collected model number (WHW03) and serial number (20J10C6905917).
Asked for customer name and email.
Asked about node LED status (blue/red) but did not follow through with verification.
Key Observations
Agent did not follow the Velop connectivity troubleshooting flow outlined in velop_wifi_connectivity.md.
No modem-direct speed test or WAN cable check was performed.
Node LED status was not verified despite being asked.
Call ended without offering a concrete resolution, escalation path, or follow-up plan.
Customer had spent several hours on the issue but received no actionable guidance.
Positive Highlights
Collected essential product information (model and serial number).
Asked for customer name and email to create a record.
Attempted to confirm LED status of the main node (though not followed through).
Agent Errors / Gaps
Failed to verify parent and child node LED status, which is critical for diagnosing connectivity issues.
Did not perform the recommended modem-direct speed test or WAN cable check to isolate the issue.
Did not follow the step-by-step Velop troubleshooting guide (velop_wifi_connectivity.md).
Ended the call without offering a resolution, escalation path, or scheduled callback.
Did not guide the customer through basic isolation steps (e.g., checking if the issue is upstream or downstream).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent ended the call without resolving the no-internet issue or confirming a viable path forward.
R2Not MetDiagnostic thoroughnessconf 98%
Agent skipped essential troubleshooting steps (e.g., modem test, WAN cable check) and did not follow KB-guided sequence.
R3Not MetCorrect resolution pathconf 97%
Agent suggested re-setup without assessing hardware status, warranty, or offering best-effort OOW support.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent failed to apply a logical diagnostic process. Per velop_wifi_connectivity.md, the agent should have isolated the source by testing the modem directly or checking the WAN cable, but instead jumped to suggesting a re-setup.
Agent did not use any required diagnostic tools or KB-guided steps (e.g., checking the router dashboard at 192.168.1.1 as per velop_wifi_connectivity.md Step 4) to verify the internet status.
T3Not MetNo misinformationconf 96%
The claim 'your link just router will be online once' is vague and technically unsupported. The agent failed to provide any accurate troubleshooting steps from the KB to address the 'no internet' symptom.
Communication
C1Not MetClear & professional languageconf 97%
Agent failed to set expectations, lost control, and ended call abruptly with no transition.
C2Not MetConfirmed understandingconf 96%
Used unclear phrasing ('VAL OF setup') and did not adapt to customer’s frustration or confirm understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent relinquished ownership by implying customer must self-resolve and ended the interaction.
O2Not MetProactive follow-throughconf 98%
No next steps, timeline, or follow-up plan was communicated before ending the call.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Agent should have escalated after minimal troubleshooting, but instead disengaged entirely.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No acknowledgment of customer’s three-hour effort or emotional state; showed no empathy.
X2Not MetTone & rapportconf 96%
Agent remained detached and did not adjust tone or pacing to match customer’s stress level.
X3Not MetOverall experienceconf 97%
Customer repeated information and was left with no actionable guidance, increasing effort.
Call Transcript8 turns · 10 lines
Speaker 1
Hi, um, I've tried every troubleshooting option, uh, you guys' mesh Velop system. I'm on multiple nodes, the parent node and two child nodes and it's saying I'm still receiving no internet connection from the modem, though my Spectrum modem is saying online.
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. My name is Gerald Lackin. Got it. Can you give me the serial number and model number of your Linksys?
00:00
Speaker 1
the the model number is WHW03. And well, the serial number would be 20J10C6905917. the count holders name would be Eric fletch is let's be all lowercase h C owe 0 9 5 at g mail gmail.com yes yes red [silence]
01:00
Speaker 2
What is your first name and last name so I can create a record for you? Did you say Eric Flash? What is your email address, got it. Okay, and the problem now is that no internet right for your nodes. What about the main node? Is that solid blue or red? And I think you mentioned you reset the nodes right?
02:00
Speaker 1
yes yes 10 seconds, but also, I mean, we've tried it twice to hold it all the way until the red light flashes all the way up the original network name is not showing, but the VElop setup network is showing. I'm seeing that uh there is a spectrum outage in our area now, but uh the modem for spectrum is still showing online.
03:00
Speaker 2
uh TOWERS. you press the reset button. for how long? It's probably back to default now. so can you go to your phone settings and check if your home network still showing? if not then can you check if the VAL OF setup name is showing? uh Got it. . uhm.
03:00
Speaker 1
uh yes i'm i'm sorry i've refreshed this page i've been working on this for about three hours now and i just refresh the page and it says there there may be a spectrum outage but also uh the spectrum modem is is stating that it's online so i assume that would be out of your jurisdiction to um help me with but oh the well the the setup i can i can do um independently it's it's just if i reset up the network and it'll interfere with my security system i i believe that it may actually just be the um potential spect
04:00
Speaker 2
Hold on. So you you you're saying that there's an internet outage in your area right now. Well if there's really internet coming from that modem, your link just router will be online once. A I think you just need to be set up. So we'll just need to set it up. And so let me open my tools. Hmm. Hmm Okay, so you don't want to do troubleshooting right now? Uh-hm it's okay. Um, okay. Take care. [silence]