V2 Rubric Detail — 5f3e98c4-68f4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:57
Duration
16m 44s
Contact
David Telizza
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133481
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-40.2)

V2 Grader Summary

The agent failed to resolve the issue, perform any troubleshooting, or provide technical guidance, citing only out-of-warranty status. While a next step (email) was clearly communicated, the interaction lacked diagnostic rigor, empathy, and customer effort reduction. OOW status does not excuse the absence of best-effort troubleshooting per Linksys policy.

V1 Case Analysis

Customer reports Velop extender red LED and app access failure; device inferred out of warranty. Agent provided no troubleshooting, gave incorrect technical advice about app/cloud access, and offered only email instructions or $15 paid support.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided materially inaccurate technical advice: falsely claimed app and cloud access are disabled for older devices, contradicting KB documentation.
  • No basic troubleshooting steps performed (power cycle, factory reset, LED status verification) despite the issue being a common pairing/connection problem.
  • Failed to verify extender model number, which is critical for determining correct pairing procedures (5-press vs Pair button).
  • Warranty status inferred from device age without lookup or customer confirmation, misrepresenting support eligibility.
  • Customer expressed confusion and frustration due to unclear instructions and lack of empathy.
Positive Highlights
  • Collected customer email address and committed to sending follow-up instructions.
  • Offered a paid-support option for the out-of-warranty device, aligning with business policy when appropriate.
Agent Errors / Gaps
  • Provided factually incorrect information about app/cloud access being disabled for older devices (KB contradiction).
  • Did not verify product model number of the extender or main node, a critical protocol requirement for technical support.
  • Performed no troubleshooting steps for a hardware connectivity issue despite clear KB guidance.
  • Inferred warranty status from device age without lookup, misrepresenting support eligibility options.
  • Failed to acknowledge customer frustration or provide clear, actionable self-help steps beyond a generic email promise.
  • Misunderstood device topology — incorrectly assumed extender serial number matches main node without verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the extender issue; only offered email instructions or paid support without resolving connectivity.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed (e.g., power cycle, factory reset, LED check) despite clear symptoms (red light on extender).
R3 Not Met Correct resolution path conf 94%
Agent cited out-of-warranty status and refused troubleshooting, violating OOW best-effort standard requiring at least basic diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent skipped diagnostic questions (e.g., extender model, LED behavior, placement) and jumped straight to warranty status.
T2 Not Met Appropriate tools / resources used conf 91%
No tools used (e.g., local UI access, firmware check, reset procedure) even though extender status could have been diagnosed.
T3 Partially Met No misinformation conf 87%
Correctly stated warranty policy and cloud/app deprecation for WHW03, but failed to provide any actionable technical guidance.
Communication
C1 Not Met Clear & professional language conf 92%
Long silences, no framing of interaction, abrupt transitions, and failure to maintain control during customer confusion.
C2 Not Met Confirmed understanding conf 90%
Used terms like 'node', 'packs', 'entitled' without explanation; customer repeatedly asked for clarification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Took ownership of sending an email but declined direct troubleshooting, which is expected even for OOW devices.
O2 Met Proactive follow-through conf 97%
Clearly stated next step: 'I’ll send it to your email… wait for five minutes max.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy expressed; tone remained transactional despite customer frustration and confusion.
X2 Not Met Tone & rapport conf 91%
Did not adapt to customer’s pace or confusion; customer had to repeat information and clarify understanding multiple times.
X3 Not Met Overall experience conf 90%
Customer repeated serial numbers and model details; agent failed to use available information efficiently.
Call Transcript25 turns · 27 lines
Speaker 2
Welcome to Lynsis 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 dot Lynsis.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Uh please, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hey, yes, um, I have a Aries modem and I'm, I have a setup with a velop, is that how you pronounce that? Uh, twoC four router, uh, Wi-Fi. And, I have a, um,
01:00
Speaker 2
Hi this is Mae speaking uh one of the technicians here in Thermolisis how can I help you? Mhm Uh huh Mhm Can I have the serial number of your Linksys router? That's on the sticker underneath [silence] Yeah.
01:00
Speaker 1
Okay. Serial number two zero J two O M three C a K one eight eight. Yes. No, I have internet connection and uh my um. I'm trying to um extensor. Is not working.
02:00
Speaker 2
2, 0, Jack. 2, 0, Mike, 3, Charlie, Alpha, 8, 1, 8, 8. Is it that you don't have internet? You're off-line right now. Is that serial number that you just provided to me? That's it. Excellent. Thank you. You mean to tell me that this has been off-line since October the 19th, 'cause I couldn't believe that. But are you saying that it is still not hooking up? Okay. Well, thank you very much for the information. We're gonna be looking at our ticket and we'll try to assist you. And, based on what you've told me, we might have to look at different things. But thank you very much and have a great day. Okay, thank you. You do the same. Take good care. And that's my name extension is 8364. Should you need to look up any information? You have a great day, ma'am. All right. Thank you.
02:00
Speaker 1
No, that's not, that's, that's the uh. What's the model number? That's the links' uh. That's the Wi-Fi number, it's the link, links set up uh Wi-Fi number, I did not give you the extender number. Do you need the extender number? Okay, okay. Let's just recap here a second. You know the terminology I'm not familiar with, but I got an ARRIS model um modem, and I have a uh, a Veilope link setup.
03:00
Speaker 2
Extenders Wi-Fi or domain? No idea. No idea. Hmm. [silence] Just [silence]
03:00
Speaker 1
And, you know, link, L-I-N-K-S-Y-S, Linksys, I guess. Your, um, you're a center. And I have a route, a Linksys, Wi-Fi and a Linksys extender. Now, apparently, my my extender is not working, you know, it's got the red dot on it. My, uh, Linksys, Wi-Fi is working. It's got the yellow, I mean, the green, or bluish light on it. So, but I can't get the extender to work to pick up the signal so that I can have it in another room. Have I explained the situation? M She can send you an email. Do you understand that?
04:00
Speaker 2
yeah, yeah and because it's like this, your node, I mean, the model number of your node is actually one of our legacy device. WHW03 and it's only entitled for three years to warranty technical support via phone and chat. If you had it more than that, that only means I can only send you instructions via email. And we have other options though, It's paid connect, but you have to pay $15 for one time troubleshooting the email that's for free. You just need to fill the instruction that they are given. So far, you have their three packs, right?
05:00
Speaker 1
Don't apologize. Say that again? I have one extender. Are you still there? It's about six years ago.
06:00
Speaker 2
How many extenders do you you have there in total? You bought this one, can you still remember the year? Okay, that means it's already more done. So yeah, for technical assistance it's no longer eligible.
06:00
Speaker 1
Oh. Paid connection. Can you tell me if, I can't even get on your, I can't even get on your uh app because it keeps asking me what my router password is. That's not working because I'm out of warranty. Is that what you're saying?
07:00
Speaker 2
Do you want to pursue with the paid connect instead, or email? Which one? [silence] Okay. [silence] Yeah. The app will not work anymore for this specific router, by the way. [silence] The cloud access has been removed, the reason why the app is not working. [silence] No. That should still work, it just needs to be re-added. [silence] And supposedly I can help you by at phone or right now, like, I can walk you through how to add it back. But since your device is out of warranty, it's no longer eligible for tech support.
07:00
Speaker 1
Okay, yeah. Is $15 for service? Okay, I'll pay $15. How do I do that? I have an Airies modem. I have a linksync uh... Velop by LinkSys.. uh. Velop setup... ACI link system and a one
08:00
Speaker 2
clinical assistants via a phone in chat. Only email is for free. Yes. [silence] You can access the settings for router, but just to ask first, do you have there how many routers again?
08:00
Speaker 1
Linksys extender. I can't understand what you're saying. Yes, that's the serial number. Let me double check that. Which one is that? What's the serial number for that?
09:00
Speaker 2
M 3 CA 8 1 8 8 and that's from the main one the extenders are just the same, right? two extenders. Is it the same model number? okay,
10:00
Speaker 1
8, 5 9 7. Okay, the seal number that you have, the last four did use, 81, 8. That is the extender number.
11:00
Speaker 2
okay and that's the one that is offline [silence]
11:00
Speaker 1
what do I need to do now? Okay. just yeah, send me an email D D E L I Z A @bellsouth.net
14:00
Speaker 2
Yes, as what I said, the device that you have is already out of warranty. I can only send email for free. That email contains instructions on how you can pair your nodes back. Nothing less if you want to proceed with our paid check option, $15 for one time troubleshooting. What's your active email address?
14:00
Speaker 1
David D. Lisa. Optimum. How many devices? Three.
15:00
Speaker 2
your first name is it? uh, Eliza, what's your first name? Okay, last name. Like on the email and who's your internet service provider now? Okay, and again-you have there, how many in total again, links to devices? Total All. How many links does nodes- three packs. Okay. And what's the light status on this main one? Plug in straight to optimum. Is it solid blue? Okay, and there rests aren't, right?
15:00
Speaker 1
Yes. Okay. That be fine. Okay. All right. Did you shoot that email tip right now? Okay.
16:00
Speaker 2
Okay. Once this call will end, David, just wait for five minutes max. I'll send it to your email. All right? The instructions. And if ever you'll consider paid connect option, you can call us up until 11:00 p.m. or open. Eastern Time. Okay, David. And later once this call will end, I can send it, then to you. Just wait for five minutes max. All right, then. You take care. Bye bye for now.
16:00