V2 Rubric Detail — 5c7ed7de-760f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 12:12
Duration
5m 34s
Contact
Mindy Voelker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#TE00105631
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection/Child node not connecting

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution0.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall54.2% (-17.8)

V2 Grader Summary

The agent verified the device’s out‑of‑warranty status but did not perform any troubleshooting, offering only a paid‑support option or an email with instructions. While the interaction was courteous and the next step (email) was clearly communicated, the issue remained unresolved and the required diagnostic process was not followed.

V1 Case Analysis

Customer reported main Velop node solid purple after reset; warranty expired; offered paid support and emailed step‑by‑step reset instructions.

Troubleshooting Steps
  • Verified serial number
  • Checked hardware warranty status
Key Observations
  • Agent did not attempt basic troubleshooting (reboot, modem check, node pairing) before checking warranty.
  • Agent correctly identified expired warranty and offered appropriate paid‑support option.
  • Customer accepted self‑help via email, providing a clear closure path.
Positive Highlights
  • Polite and apologetic tone throughout the call.
  • Accurately captured and repeated the serial number.
  • Provided a concrete next step (email with instructions) and confirmed the customer's email address.
Agent Errors / Gaps
  • Skipped standard troubleshooting steps prior to warranty lookup.
  • Did not collect or confirm product model number.
  • Did not verify the underlying connectivity issue beyond LED status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the solid‑purple node issue; only offered to send email instructions.
R2 Not Met Diagnostic thoroughness conf 94%
No diagnostic steps were performed beyond checking warranty status; no troubleshooting of the node was attempted.
R3 Not Met Correct resolution path conf 92%
Agent identified the device as out‑of‑warranty and immediately limited assistance, offering paid support or an email instead of a best‑effort troubleshooting path.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not ask probing questions about the symptom (e.g., app behavior, WAN connection, LED patterns) nor attempt to isolate the cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used the internal warranty lookup tool to verify hardware warranty status.
T3 Met No misinformation conf 90%
Information about warranty expiration and the availability of paid support was factually correct.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving (hold, verification, email offer) but did not clearly set expectations or outline a troubleshooting plan.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated the serial number for confirmation, and apologized repeatedly, matching the customer's frustration level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, did not transfer, and followed through with the email promise.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step: an email with instructions will be sent within 5‑10 minutes.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent repeatedly apologized and expressed empathy for the customer's repeated attempts and frustration.
X2 Met Tone & rapport conf 90%
Agent matched the customer's tone, used courteous language, and confirmed understanding of the serial number.
X3 Met Overall experience conf 88%
Agent avoided asking the customer to repeat information and offered a written solution, reducing the effort required.
Call Transcript10 turns · 11 lines
Speaker 1
[silence]
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, a paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Josh, how may I assist you today?
00:00
Speaker 1
[silence] Telling me to check my connections, which I've done a hundred times, and then it just keeps going in a circle, so I'm not getting anywhere on the app. I have the main one and then it goes out to two others. The main one is purple after I did a reset, solid purple. Yep, the serial number is 43K as in [silence] 10, M as in Mary, 27B as in boy, 459475.
01:00
Speaker 2
Mhm. I see. Get that one, ma'am. And I don't, sorry, I do apologize for the inconvenience. So, by the way, how many lynx's devices do you have in total? Got that one. And what's the light on the main node? So, uh, I'm sorry, is it solid purple? Got that one. All right, and may I have the serial number of that main node? [silence]
01:00
Speaker 1
yeah can you say the first five again yes that's correct okay can I just add that I turn the other two off so I only have the main one on right now okay sure thank you [silence]
02:00
Speaker 2
All right. Thank you so much for that one ma'am. So let me verify again the serial number okay? So it's four three K four kilo 1 0 M for Mike 2 7 B 4 Bravo 4 5 9 7 5. Correct? Oh yeah, it's four three K four kilo 1 0 M for Mike. Alright, thank you so much for that one. So kindly give me like 30 seconds ma'am or a minute. I just need to uh verify the hardware warranty status of this main node okay? So kindly hold in the line. Thank you. I understand that. All right. Thank you so so much for that information. Uh hello ma'am. Thank you for patiently waiting. Uh I really do apologize.
02:00
Speaker 1
Okay, okay. Okay, can you send me an email?
04:00
Speaker 2
m I'm double checking here on my end the hardware warranty status of this device has already expired and again I really do apologize but we cannot longer provide assistance over the phone or chat for out of warranty devices nevertheless all our troubleshooting guides and articles are still available on our support website however ma'am if you really wanted to be assisted over the phone we do have this one-time non-refundable support that will last up to 60 minutes or an hour but it will cost you $15. like 15 However, Ma'am, if you don't want to avail of the paid service, I can actually send you a step-by-step instructions via email on how to properly reset the network no yes ma'am rest assured that you will be receiving the email within five to
04:00
Speaker 1
That is correct. Yes. Okay. Thank you. Mm-hmm. Bye.
05:00
Speaker 2
10 minutes and just to verify your email address that has already been associated with your devices. So is it your first and last name which is Mendi Volker at Yahoo. com? Is that correct? Thank you so much for confirming ma'm. Again, I really do apologize for the inconvenient and rest assured that you will receive the email after our call within five to 10 minutes. You're most welcome, ma'am. Again, thank you so much for calling. You have a great day. Bye for now.
05:00