V2 Rubric Detail — 5ad8efe4-7fe4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 00:30
Duration
7m 42s
Contact
713-501-0956
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137191
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping of internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall29.3% (-26.7)

V2 Grader Summary

The agent failed to conduct a logical diagnostic process, skipping essential KB steps for connectivity drops such as modem isolation. A significant technical error was made claiming the product was out of warranty since 2003, which is impossible for the Velop series. Lack of ownership and failure to reference case history led to the customer abandoning the product.

V1 Case Analysis

Customer reports three legacy Velop nodes constantly turning solid red and losing internet. Agent suggested resetting nodes but provided no step-by-step guidance and made an inaccurate technical statement. Customer opted to purchase a new system.

Troubleshooting Steps
  • Collected serial number and email address
  • Identified device as out-of-warranty legacy mesh
  • Suggested checking firmware and performing a full reset of all three nodes
Key Observations
  • Agent failed to follow standard troubleshooting flow (modem test, power-cycle, LED verification)
  • Provided materially inaccurate technical advice: 'hardware issue of your Linux' — this is not a valid diagnosis for Linksys Velop systems and contradicts KB guidance
  • Customer frustration was evident; agent provided limited empathy and no clear next steps after the customer expressed intent to replace hardware
  • No concrete resolution achieved; customer abandoned support and decided to switch brands
Positive Highlights
  • Collected the customer's email address and serial number
  • Acknowledged the customer's frustration and expressed understanding
  • Correctly identified the device as legacy and out of warranty based on serial number lookup
Agent Errors / Gaps
  • Failed to perform basic step-by-step troubleshooting (modem power-cycle, WAN verification, LED state checks)
  • Made a factually incorrect technical statement: 'hardware issue of your Linux' — this has no basis in Linksys product architecture or KB documentation
  • Did not collect or confirm the exact product model number
  • Suggested a reset without clear instructions, verification of outcome, or alternative troubleshooting paths
  • Did not set a clear next-step or escalation path after the customer expressed intent to replace the device

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call without resolution; issue of frequent disconnects and red LEDs persisted despite agent suggesting reset, which customer rejected. No confirmation of fix or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified red LEDs and suggested reset/reconfigure, but skipped key diagnostics: did not verify modem-WAN connection, perform speed test, check for PPPoE, or confirm DHCP/WiFi settings — steps required by KB for connectivity drops.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device as legacy/out-of-warranty but failed to provide best-effort troubleshooting beyond reset. KB mandates steps like power cycle, firmware check, and WAN isolation — agent only mentioned reset without guiding through them.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (nodes turning red) but did not ask about modem status, internet at modem, or perform logical root-cause analysis (e.g., isolate ISP vs. router). Jumped to reset without narrowing cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any diagnostic tools: did not guide customer to test modem directly, check firmware version via admin page, or access router dashboard. Suggested checking firmware but did not walk through actual steps, violating T2 requirement for appropriate tool use when necessary.
T3 Not Met No misinformation conf 100%
Agent claimed the device was out of warranty 'way back year 2003'. This is a material factual error as the Velop/Mesh series (WHW/MX) did not exist in 2003. This is a case-derailing inaccuracy regarding product history.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened call and collected serial, but allowed long silences, gave vague transitions (e.g., 'we can try to reset'), and failed to structure troubleshooting steps or set expectations for resolution path.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s frustration or confirm understanding. Missed cues that customer was losing patience and needed clearer, more directive communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership: offered no follow-up, no case tracking, and allowed customer to disengage without resolving. Failed to honor support commitment even for OOW devices.
O2 Not Met Proactive follow-through conf 95%
No next steps were defined — no timeline, no callback offer, no instructions for reset execution. Customer left with only a vague suggestion to reset all nodes.
O3 Not Met Closure confirmation conf 90%
Agent ignored customer’s mention of prior contact and history ('you probably see the history'). Did not reference past cases or document continuity, treating this as a standalone interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was within L1 scope (OOW troubleshooting), and customer chose to disengage.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, and no escalation was warranted given the customer’s decision to abandon the device.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged customer frustration multiple times with phrases like 'completely understandable' and validated the difficulty of working from home with unstable internet.
X2 Partially Met Tone & rapport conf 80%
Agent showed empathy but did not adjust pace or tone as customer became increasingly agitated. Continued with passive suggestions rather than active problem-solving.
X3 Not Met Overall experience conf 95%
Customer had to repeat issue multiple times, and agent asked for email/name despite prior call. No effort to reduce repetition or streamline steps — increased customer effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Maya, I just was on the phone with one of your other people and we got disconnected, but I was trying to get some help from them from you guys. I currently have one of your systems and it keeps disconnecting from the and I have to keep coming up and reconnect unplug it and plug it back in for it to reconnect to the internet.
00:00
Speaker 2
welcome to links is 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 I thank you for calling NNest, this is Mae, how can I help? Okay, what's the serial number of your links to spend? The one that you're calling for.
00:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence]
01:00
Speaker 2
uh serial number. That's two zero jade for jack. One zero Charlie six three eight zero eight two nine one. And you have there how many links is, device in total? And uh what was your concern again about this node?
01:00
Speaker 1
They disconnect all the time. It's red. It changed to red. All three of them changed to red. Right. Yes. That's the main node. That's the one that I have to come up and read and unplug. All three of them are red. They go red.
02:00
Speaker 2
Okay, when it happened, the light indicator on top, did it change? Okay, yeah, if that's your connection, just to let you know first about this Linksys node that you're calling for, this is actually part of our legacy device which we don't manufacture anymore. And it shows here that it's already out of warranty way back year 2003. But don't worry, we can still help you with this node. Just in case it seemed effective, we cannot offer a replacement anymore. So, since you're experiencing that already, is it also happening on the main node or just the extender?
02:00
Speaker 1
like I have to do this all the time, it's like I have to do it like today I did it three times and it's on the other during the week I probably have to do it probably three times a week but today, three times today. That's correct. It's solid blue, it's it is now.
03:00
Speaker 2
And the troubleshooting stuff that you did was just to unplug, replug the node, nothing else. Am I right? Okay. Is this your email address? It's Adrian zero two press Scott.gmail.com. Is this yours? Your first name is it Adrian? And last name is Scott? Okay. Okay. And your Internet service provider is AT&T? Okay. So the light status of your main node now is that solid blue? What's the color? Okay, well we can try to do is to
03:00
Speaker 1
[silence] you changing my settings on that Linksys node, or am I what are you talking about? Changing the settings on what? Okay, because it's[silence] okay, so you're saying just to push the reset button on it on the bottom? Okay. uh-huh. [silence]
04:00
Speaker 2
We need to log in to your router settings to check the firmware. And aside from that, we can also try to change channel and to disable some settings. Last troubleshooting is actually to reset and to reconfigure all the Linksys devices that you have, but it's up to you if you want to do it right now. Or do you want to change settings first? Or you want to, yeah, on your Linksys nodes. But if ever same issue happens, the last troubleshooting is to have it reset. And reconfigure it. It's actually resetting all three units that you have and setting it up again so that it will work like brand new.
04:00
Speaker 1
Right. Because this showing that They're all up to date. The firmware version is showing that it's up to date. Yeah, yeah, they're all with, I can, I can see them all and and within, I I have I can take three steps and I can see all of them. No. No. Okay. The first, the the main node, the main one and the the second one, they're within eight feet of each other. And the other one has a straight shot down from the other one. I'm sorry, say what?
05:00
Speaker 2
Okay, because you also need to check the locations of the extenders that you have because probably they're not, okay, and you don't have any microwave or any thick walls in between those nodes. Okay. Okay. We can try to reset your nodes instead if, um, yeah, given those information you provided. We can try to reset your linkss right now, all three and to set it up after.
05:00
Speaker 1
So you think the nodes are bad? Okay. If that's the case, I'm just going to go buy some new ones. I'm just not going to fool with this anymore because, like I said, I have to be able to maintain a connection and it's not working for me. And like I said, this is not something that just happened today. This has been happening and it's happening more frequently. And I can't continue to have this happen because my wife and I both work from home and we use this particular system. Currently, we use this one. And I use it to maintain my cameras, my home cameras. So I'm just going to go buy new, I'm just going to go buy another brand. Because like I said, I can't do with this. I can't keep this up. And having to [silence]
06:00
Speaker 2
If ever same issue happens and that means it has something to do with your nodes already. Yeah. If ever after reset, same issue happens, I can say that it's already a hardware issue of your Linux. Hmhmhm. All right. Okay. Oh. Hmhm. Okay. That's completely understandable. Okay. Hmhm.
06:00
Speaker 1
call you guys or whatever, and keep resetting, this is not gonna work. So if this is outdated, this is mesh... I'm sorry. Yeah, so I'm just gonna go with a different brand, and so this is not gonna work for me. I can't keep doing this, and then whatever you do, it's not, may, may not work. So I can't keep doing it because I've done this before with you guys a couple years ago, you probably see the history. I've done this before with you guys, and it just keeps doing the same thing. So I I I can't keep. Okay? Alright, thank you. All right, bye.
07:00
Speaker 2
You have it. Right. Investing on your router is better. Mm-hmm. Uh- Investing on your router, that will be better since you're both working from home. Okay. Okay. Mm-hmm. Okay, Adrian. Okay, then. That's completely understandable. You're welcome. Bye-bye.
07:00