V2 Rubric Detail — 52349876-5f54-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 13:58
Duration
9m 11s
Contact
Richard Senior
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132017
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.19/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall42.0% (-14.0)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered valid OOW options, but performed no actual troubleshooting and provided materially incorrect technical information by calling a red/pink LED 'ready for setup.' The customer repeated information multiple times, and the mesh system remained non-functional, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports all four Velop mesh nodes showing solid red; device out of warranty. Agent offered paid troubleshooting, service-center repair, or replacement and promised to email a setup guide. No technical fix performed.

Troubleshooting Steps
  • Collected contact information (name, phone, email).
  • Confirmed internet works on other devices.
  • Identified device as out of warranty.
  • Offered paid troubleshooting, service-center repair, or replacement.
Key Observations
  • Agent never confirmed the product model or validated the serial number format.
  • No standard reset/pairing procedure was executed for the red-light nodes.
  • Agent provided inaccurate LED description (pink light) not matching KB.
  • Customer was offered paid support despite being out of warranty, but declined.
  • Agent promised to email a step-by-step guide, providing a concrete self-help path.
Positive Highlights
  • Collected customer contact details for follow-up.
  • Offered multiple resolution paths (paid support, service centre, replacement).
  • Acknowledged that the app is no longer functional and suggested local web access.
  • Provided a concrete self-help path by promising to email a step-by-step guide.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to obtain or verify correct serial number and model.
  • Did not follow the mesh-node reset/pairing troubleshooting flow.
  • Provided inaccurate LED status description (pink light = ready for setup).
  • Incorrectly stated the app has been discontinued rather than unsupported on older models.
  • Did not validate customer’s reset attempt duration or method.
  • Did not confirm whether local web UI access was attempted.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered a guide and paid service while the mesh system remained offline with all nodes showing red.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., power cycle, cable check, WAN status, modem test) were performed before offering options.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and presented appropriate OOW paths: paid support, service center drop-off, or replacement purchase.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent confirmed the red LED and serial number but failed to ask key diagnostic questions like checking WAN cable, performing a power cycle, or testing modem directly.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal warranty lookup tool to verify purchase date and OOW status, which was necessary and appropriate for this scenario.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated that a 'steady pink light' means the unit is ready for setup; correct setup LED is solid purple (Intelligent Mesh) or solid blue (Cognitive Mesh), not pink.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow but had multiple silences, unclear transitions, and repeated requests for information without managing pace effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used terms like 'pink light' and 'ready for setup' without verifying understanding; did not adapt language despite customer confusion and repetition.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and offered follow-up options but did not attempt any hands-on troubleshooting, abdicating resolution to external actions.
O2 Met Proactive follow-through conf 93%
Agent clearly stated they would email a step-by-step guide and confirmed the customer could call back for paid assistance, setting clear next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — agent appropriately handled an out-of-warranty case with valid support options.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'sorry' twice but did not acknowledge the customer’s frustration about losing mesh functionality or the discontinued app.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a neutral tone but did not adjust pace or simplify explanations despite customer repeating information and showing confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, phone number, and email unnecessarily; agent did not record or reuse information already provided.
Call Transcript18 turns · 19 lines
Speaker 1
Oh, yes. My Linux network is down. [silence]
00:00
Speaker 2
Welcome to linksis 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.linksis.com. Please have your device serial number ready. For assistance press one now. For out of warranty products paid support may be available depending please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty products paid support option may be available depending on the issue. Hi, thank you for calling linksis. This is Gia. Can I help you today? Yes. May I know who is your internet provider, sir? [silence]
00:00
Speaker 1
Yes. Sorry? So I didn't hear what you said. Uh the Wi-Fi is up and running. It's just my network. My uh my mesh uh internet booster is uh system is down. The nodes. Yeah, the nodes. The nodes, yeah. Uh four. All four are showing red. And uh I'm sorry? See ya.
01:00
Speaker 2
belli you're calling from Canada okay D uh... is there any Wi-Fi uh... here from the Bel itself is there any um... okay oh uh... booster the booster someone sir okay how many nodes you have in total sir four nodes okay and how many nodes is currently not working uh... okay sorry you mentioned that the internet is working are you referring to your Bell modem sir or the linkes Yes sir you mentioned [silence]
01:00
Speaker 1
uh-huh. It's working on my phone, on my computer, and my TV. Uh-huh. Red. well I have plugged straight into the modem, so it should be working. Uh, I, on my phone, I have mobile Wiif oh yeah.
02:00
Speaker 2
That your internet is working. On what device, sir? Okay. What is the light on the top of your parent node? Solid red. So that means, sir, that you don't have internet connection. But you can get internet connection on what networks, sir, or which network? Do you have a separate Wi-Fi from the modem? Okay. Sure, before we proceed with that, sure, I'll just need to check on a few things. Let me start with the serial number, sir, of your linksys parent node, please.
02:00
Speaker 1
Sure. Uh, it is, oh, one second. Sure. It's, um, two five. Ephus and Park shot. 106. 098. 10192. Oh, since I purchased. Since I purchased it. So. Yeah. Yes. [silence]
03:00
Speaker 2
What is the serial number of your Linx, Sister? [silence] Okay and let me just check on the exact unit, okay? Just give me a couple of minutes. Sure. You've been using this device since when? Can you remember? Uh, three, four years ago. Around that time.
03:00
Speaker 1
Uh, it's like a pinkish red. It's pushed the reset button at the bottom. Uh, for how long? Um, I tried to, I did, I tried to and nothing happened. And I, uh, three seconds. Uh, my phone number is 416 6845252. But I had an old number that I've switched from, which is
04:00
Speaker 2
Okay. So the light is it steady? uh steady red or is it like a pinkish red? Like a pinkish red. Did you try to reset sure uh the no? Yes the red button underneath. Did you press on that one? How long? How long sir? 3 seconds okay. Okay. Uh just need uh just need to confirm the exact device sir while we wait may I have your phone number in case we get disconnected?
04:00
Speaker 1
The 647-394 number, Richard senior senior f and IOR, probably would be my first name would be Richard K LP senior at Gmail.com or would be Richard KP senior zero one at gmail.com sorry Gmail both Gmail yes at Gmail.com yeah yes
05:00
Speaker 2
Uh, yeah, that's okay, sir. I'll just need to credit a ticket for you here. How about your first and last name? I'm sorry, what's your last name, sir? uh... senior, okay, how about your email address, sir? Uh, Richard, K, B, senior@gmail.com. Okay, got it. thank you. Four, one, six, six, eight, four, five, two, five, two, Okay. Okay, so sir, uh.
05:00
Speaker 1
Right. Okay, so go ahead. Sorry, the option is what?
06:00
Speaker 2
This device is actually showing that you purchased this around 2018. I'm sorry, 19 rather. So, sir, unfortunately, for out of warranty device, we can no longer provide free assistance, but I can offer you options for this. First option, sir, since this is already an out of warranty device, we do have a paid service, that is worth $15 for an hour of troubleshooting. And in that way, sir, I'll be able to walk you through step by step on the troubleshooting for this device to be working again. But let me just set your expectation, sir, that that $15 is non-refundable, and also replacement, sir, is not applicable. Pure troubleshooting. [silence] Other option, sir, this is for free. Yes. Other option, sir, the second option is to bring the device to our service center. Through there, sir, all of our technicians would be able to check the device. If there's a problem, then we'll be able to replace it for you. But if it's a minor problem, you can always contact us whenever you need. Third option, sir, is for a device replacement. While we currently don't have stocks here, you can always visit our website and there, you can choose to upgrade your model or just purchase the same one. No problem with that, sir. [silence] So what would you prefer?
06:00
Speaker 1
Okay, because I tried to do that through the, the app and it didn't work. Uh, yeah. If you want to send it to me, send it to me. That's fine. Okay, so the app, sorry. Sorry. So the app for the for the Linksys, that, that no longer works because I, yeah, I would try to use that and it keeps kicking me out. [silence]
07:00
Speaker 2
for free, I can send you the full step-by-step guide on how you can set your router up and running again. I will not send you the app sir since you already tried that and aside from that sir, let me also just set inform you sir that the uh app and the remote assistance sir has been discontinued, so you might uh have issues with the app if you set it up using the app. Anyways, I'll send you the full step-wise guide on how you can set up your Lynksys device. Pink light or up phone. Yes. Yes, yes, sir. Unfortunately, yes. That that has been discontinued already, sir. [silence]
07:00
Speaker 1
Oh, sorry. So that app is app is no longer so I can delete that app off my phone. It's no longer working. Uh- huh, okay. Okay. All right. It's interesting how the the app doesn't work. That's that's it was it was a helpful app. Okay. All right. Thank you. [silence]
08:00
Speaker 2
Yes. Yes. You can delete that one. That one. Sure. You can go ahead with local access. No worries. I'll send it to you. Sure. I'll send it. I'll include that one on the email. So, since you mentioned that you already did a reset on your device on your router, and you have a steady pink light on the top. That means that this unit or this devices are ready for set up. You just need to go ahead and run the configuration. Okay. So, yesterday, I'll send the the guide, right after this call, and if you need assistance, sir, if you wanted to avail the paid service, just give us a call back. Yes, yes. You can, yes, sir, you can delete the app, sir, you can use local access instead. Okay. You're welcome, sir. Have a good day and stay safe. It's free to call back. Bye-bye, sir. Stay safe.
08:00