V2 Rubric Detail — 5ac72fbe-7ef6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:06
Duration
7m 43s
Contact
808-936-2482
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136957
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_VLP01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the Velop system unsupported, offered only to send an email, and performed no diagnostic steps. This resulted in no resolution, no proper troubleshooting, and a lack of empathy or ownership, constituting avoidance/evasion and leading to an unresolved outcome.

V1 Case Analysis

Customer reports Velop node not connecting. Agent confirmed serial number B01413 and stated device is an older model with no firmware updates or technical support. No troubleshooting performed. Agent will email generic re-configuration steps.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Confirmed ISP (Hawaiian Telcom)
  • Checked internal records indicating device is an older model with no firmware updates
Key Observations
  • Agent did not verify the exact Velop model number before declaring it unsupported.
  • No standard troubleshooting (reboot, LED status check, firmware verification) was performed despite the issue being a non-working node.
  • Agent incorrectly confirmed the serial number as B01413 without verifying the full customer input (which included '26Delta13' and 'Mary37Bravo01413').
  • Agent declared the device unsupported without confirming warranty status or checking eligibility via official channels.
  • Technical advice was generally correct but incomplete; no KB contradictions were found.
Positive Highlights
  • Agent collected the customer's name and email address accurately.
  • Agent acknowledged the customer's issue and maintained a polite tone throughout the call.
  • Agent offered to send an email with re-configuration instructions, providing some form of self-help guidance.
  • No technical advice contradicted the Linksys KB.
Agent Errors / Gaps
  • Failed to obtain or confirm the correct product model number from the customer.
  • Did not perform basic troubleshooting steps for a non-functional mesh node (e.g., power-cycle, LED check, firmware status verification).
  • Provided an inaccurate serial number confirmation (B01413) that did not fully match the customer's spoken input.
  • Declared the device unsupported without verifying warranty status or support eligibility via official Linksys channels.
  • Did not offer or guide the customer through any concrete troubleshooting steps beyond a vague email promise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never restored Wi-Fi connectivity; only offered to send an email and said no firmware/support is available.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (reboot, LED check, pairing, firmware check) were performed before concluding.
R3 Not Met Correct resolution path conf 95%
Agent declared the device unsupported and did not attempt best‑effort out‑of‑warranty troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked for serial number and ISP but did not probe the specific symptom (LED state, power cycle, node status).
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI check, firmware version lookup) were used despite the issue requiring them.
T3 Not Met No misinformation conf 95%
Agent claimed 'troubleshooting might not work anymore' and that they 'no longer provide technical assistance' for the device. This contradicts the OOW standard in the rubric, which requires best-effort troubleshooting (setup, Wi-Fi, pairing, firmware, factory reset) regardless of warranty status.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, transitions, and the agent let the conversation drift without guiding the customer toward a solution.
C2 Not Met Confirmed understanding conf 93%
Agent used vague language and did not confirm the customer's understanding; no adaptation to the customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a new record but then handed the customer off to an email without taking ownership of resolving the issue.
O2 Not Met Proactive follow-through conf 94%
Agent promised an email but gave no timeline or concrete next‑step details.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and, given the circumstances, escalation was not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgement of the customer's frustration.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted, detached tone and did not adjust to the customer's confusion.
X3 Not Met Overall experience conf 94%
Customer had to repeat information and was given no streamlined assistance; the agent added unnecessary steps.
Call Transcript13 turns · 13 lines
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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible.
00:00
Speaker 1
Hi, Rio. My name is Mary. I am having trouble with my Velop system itself.
02:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today?
02:00
Speaker 1
it is not um connecting or the, the, what you call the Wi-Fi network is not working? the node just stop working? ka, okay, let me get it for you it is two six Delta 1 3 uh Mary 37 Bravo 0 1 4 1 3. the last six, yes
03:00
Speaker 2
Our fault. you experienced no internet connection ma'am for your Linksys device. Let me just confirm prior to calling us here did you experience network outages power outages so far or the node just stopped working. Okay this is not good to hear. Can you confirm to me what's the serial number for your Linksys device please. Let me confirm that's B01413 correct.
03:00
Speaker 1
Yes. Uh. I have two. I believe so. Yes. Uh, yes, Hawaiian telcom. Um, it's probably the first time in a very long time. Yeah.
04:00
Speaker 2
Alright. How many a total of links devices do you have? Alright. Do they have the same model number? Alright? Ma'am, may I know who's your internet service provider? Is this the first time you call LynxSys? Okay, right. So, if you call us like more than a year ago, I'm afraid that we no longer have any records of you. So, I'm just going to create a new record for you in the system, okay?
04:00
Speaker 1
[HUMAN_REVIEW] Oh, yeah, no problem. Yes, Mary Oliver. M as in Mary, K as in kite, N as in Nancy, and then my last name O-L-I-V-E-R, and then another R at the end. So Oliver with two R's at gmail.com. Absolutely, no problem. Thank you.
05:00
Speaker 2
May I know your first name and last name, please? All right. How about email address? Can you give me just three minutes? Let me just fill in everything first in the system. Thank you. [silence] All right. So if I may ask, how long have you been using this device? I think it's.
05:00
Speaker 1
It's been a while. I don't even remember. Yeah. Okay, I was wondering if it needed an update. Okay, is it just unplugging it and plugging it back in and then waiting a little while to see if the light changes and then pushing the red button and then waiting?
06:00
Speaker 2
Okay Gotcha Cuz I was Cuz I was Able to create a record for you Unisystem and um based on your records here uh your product that you have is part of our oldest nodes meaning to say aside that we no longer manufacture this device we no longer also provide technical assistance for your nodes mail because uh um we no longer have updated firmware and aside from that troubleshooting might not work anymore so what I can do for you go ahead Oh Uh we don't have any more firmware updates for that device but I can try to send you an email and you can try to reconfigure your device you can just follow those instructions
06:00
Speaker 1
waiting a little while, see if the light changes. Is that what you're going to send me? Well, okay. I just wanted to save you an email. That's all. Okay. Yes. Uh, no, that's all. Thank you. You too. Take care. Bye-bye. [silence]
07:00
Speaker 2
no those are part of no so those are that's actually part of troubleshooting but you can try to add your nodes again to the system all right so yeah anything else aside from this thank you so much you have a nice day ahead bye bye for now
07:00