V2 Rubric Detail — 58d4fdce-6c3d-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-20 00:16
Duration
8m 23s
Contact
Lorea Knupp
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134158
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication3.75/5
Ownership2.86/5
Escalation5.00/5
Customer Exp1.79/5
Overall50.3% (+6.3)

V2 Grader Summary

The agent accurately identified the VLP01 and WRT54G3 as end-of-support devices and correctly avoided escalating or misrepresenting support options. However, no troubleshooting was conducted, customer effort was not reduced, and empathy for repeat-contact fatigue was missing. While the agent owned the call and provided factually correct information, the lack of diagnostic process and best-effort support for an out-of-warranty scenario downgrades the outcome from full resolution to partial.

V1 Case Analysis

Customer with VLP01 mesh system (out of warranty) reports poor coverage after adding Spectrum router. Agent confirmed device is end-of-support and explained double-router topology. No troubleshooting performed. Incorrectly referenced W-03 setup instructions. Offered paid support or hardware upgrade. No KB links or self-help provided.

Troubleshooting Steps
  • Identified device model (VLP01) and confirmed end-of-support status.
  • Explained double-router scenario with Spectrum equipment.
Key Observations
  • Agent did not verify warranty status via system lookup despite having serial number.
  • No troubleshooting steps were offered for the reported coverage/speed issue.
  • Agent incorrectly referenced W-03 setup instructions [07:00], which do not apply to VLP01 (KB: VLP01 uses different setup process).
  • No self-service KB links or resources were provided (KB: universal_factory_reset.md, universal_mesh_node_management.md, and adjacent_range_extender_to_mesh.md contain relevant guidance).
  • Agent did not explain how to use VLP01 units as range extenders in Access Point mode (KB: adjacent_range_extender_to_mesh.md covers extender setup).
Positive Highlights
  • Correctly identified VLP01 as end-of-support and out of warranty.
  • Accurately explained the double-router issue with Spectrum equipment (KB: universal_isp_compatibility.md confirms this behavior).
Agent Errors / Gaps
  • Failed to provide any troubleshooting steps despite customer reporting a solvable coverage issue (KB: universal_mesh_node_management.md and adjacent_range_extender_to_mesh.md contain applicable guidance).
  • Incorrectly referenced W-03 setup instructions [07:00] (KB: W-03 is a Velop model; VLP01 is a range extender with different setup process).
  • Did not provide self-service KB links or explain Access Point mode configuration (KB: adjacent_range_extender_to_mesh.md covers extender setup with ISP-provided routers).
  • Offered paid support without first providing free self-help options (KB: universal_support_contacts.md states self-service resources should be offered first).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained devices are out-of-support and suggested upgrade, but did not confirm resolution or provide actionable setup steps for current configuration.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., reboot, connectivity test, firmware check) were performed before concluding devices were outdated.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified devices as out-of-warranty but did not offer best-effort troubleshooting (e.g., factory reset, placement advice) before suggesting paid support or replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions (e.g., signal strength, node placement, ISP status) and jumped to conclusion about age causing slowness.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote diagnostics, KB lookup, firmware verification) were used; relied solely on customer-reported model numbers.
T3 Met No misinformation conf 95%
Statements about VLP01/WRT54G being end-of-support and double-NAT behavior with ISP router are factually accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had multiple unexplained silences and did not clearly frame next steps or manage expectations.
C2 Met Confirmed understanding conf 85%
Used plain language, avoided technical jargon, and customer responses indicate understanding of explanations.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish without transferring or deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Offered paid support or instructions but did not specify when or how the customer would receive them.
O3 Not Met Closure confirmation conf 90%
Customer mentioned prior calls; agent did not acknowledge history or reference any prior case details.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate given the out-of-support status and lack of hardware fault within warranty.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted given device status.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration or repeat-contact fatigue expressed at the start.
X2 Partially Met Tone & rapport conf 80%
Tone was neutral and professional, but no active adaptation to customer’s emotional state or pacing was observed.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial numbers; agent did not use available info to reduce effort or streamline process.
Call Transcript10 turns · 14 lines
Speaker 1
No, I've called before. I don't know if it's a warm.
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 products, please have your device 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. Hello, thank you for calling Linksys. My name is Bella. Is this your first time calling? Before. And how long was that? Or do you still remember when?
00:00
Speaker 1
few years, I don't know. Yes, it's Larria, and last name is Nup, N-U-P. Larria Y, here I'll have to spell it for you. L-O-R-E-A, I Y B as in boy A R-R-A seven seven at gmail.com. 210608 3623. Yeah, sorry. The model number, Oh, VLP zero 1. Two of them are the VLP zero 1, and the other one is like the bigger one. It has a different model number. Okay, one second. This is really hard to see. The serial number two zero J two zero six zero seven eight zero. Our nine seven five four. No, no, this one, oh, no, the VLP zero one is. So, Spectrum so, so I don't know how to tell if it's um so I have a Spectrum gave me a router they wanted me to use with the modem. So I previously. I had the the mesh system set up and everything was fine. We noticed that there is not a lot of internet connection around the house. So we Spectrum said, add our modem, or add our router to the modem and then use your other three for extenders. So I just don't know how to set them up.
01:00
Speaker 2
Okay. So, your linksys devices, the vlp-01, that's already an end-of-support device, which we no longer manufacture and we no longer give assistance to it. Uh, the WRT54G3 is already an obsolete model as well, and it's already been out of warranty. Both of them. But vlp-01 that's already phased out which we no longer assist. Um, what happened? Um, I think what happened to your system is because these are very old models. They have very old firmware that has no
04:00
Speaker 1
Oh. Okay. Yeah. Okay. Uhm. Oh.
05:00
Speaker 2
For the development, that's why it's causing a slow internet connection or any connectivity issues. That's one of the factors why. If you're actually actually getting a new router from spectrum, that's totally fine. However, that will still serve like a modem because you will still need to connect one links node directly to that router, which they will not connect together wirelessly in one network. It does not work like a mesh, like your Linksys mesh system. So what will happen is your spectrum router will have its own Wi-Fi, but it will not work the same with Linksys where that really covers the whole Wi-Fi coverage of your house. So they will still be separate separate network. What will happen is Linksys will be connected to the spectrum router. It's acting like the modem. Them. So you're having a double router system on your place. Yeah. Yeah. It's going to be a redundancy of your Wi-Fi network unless if you have a... a specific device, you want to connect, um, only for your Spectrum router. But they will work the same. It's just that it's not possible to connect them um with one network. They will work separately. Yeah. Yeah. uh... Not really purchased, but they were first connected about six or seven years ago.
05:00
Speaker 1
says that s that also you it but he has to like this ok how about if So, so, but he says that this that's not going to be [silence] ok ok ok ok [silence] ok [silence]
07:00
Speaker 2
Yes, if you've got a new router, it's like you need to set up also your Linksys mesh system from the very start, like the very first to install them. [silence] Mm-hmm. It's going to be very slow. Actually, our service, that's the only thing that we can try to give you some instructions to. However, if we're out of warranty device, we don't give for free assistance. You have the option to, which you call this proceed with paid service, but that's only one-time and unrefundable support for $15. Or I can send you the instructions how to set up the W-03 alone. However, again, you need, as you've mentioned, you need Wi-Fi for the whole house.
07:00
Speaker 1
Yeah. Okay. Okay. So I probably just need to upgrade, upgrade the system then. Okay. Okay. Okay. Thank you. I appreciate it. Uh huh. Okay. Thank you. Okay. Okay.
08:00
Speaker 2
Okay, then definitely you need additional more nodes, yeah. Yeah, that might be really helpful at this point. You're welcome. Thank you also for your time. Bye bye.
08:00