V2 Rubric Detail — 6ff99c40-7a2e-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 18:05
Duration
5m 46s
Contact
Kris Self
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136218
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent did not diagnose or troubleshoot the app‑connection problem, gave inaccurate technical information, and simply advised the customer to return the device for a different model. No escalation or clear next steps were provided, resulting in an unresolved issue with multiple failures across resolution, accuracy, communication, and ownership criteria.

V1 Case Analysis

Customer unable to manage Velop TR4WRT7 via Linksys app; agent incorrectly stated device is not app-compatible or mesh-capable and advised return. No correct guidance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated the Velop TR4WRT7 is not compatible with the Linksys app, contradicting KB guidance that app access is being phased out but web browser access is standard.
  • Agent falsely claimed the device cannot be used as a mesh extender, despite TR4WRT7 being a Velop model designed for mesh expansion.
  • No troubleshooting steps were provided, including accessing the router via http://192.168.1.1 or http://myrouter.local as required by KB universal_app_transition_notice.md.
Positive Highlights
  • Agent attempted to verify customer identity by confirming name and email address.
Agent Errors / Gaps
  • Incorrectly claimed the Velop TR4WRT7 is not compatible with the Linksys app (transcript [02:00]).
  • Falsely stated the device cannot be used as a mesh extender (transcript [02:00]).
  • Advised customer to return the device and purchase a different model instead of providing correct web browser management steps (transcript [05:00]).
  • Failed to collect product model, serial number, or warranty status.
  • Did not provide any troubleshooting steps or access instructions per KB guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised customer to return device and purchase a different model instead of resolving the app connectivity issue or guiding to web-based management.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were offered; the agent simply stated the device is not compatible with the app.
R3 Not Met Correct resolution path conf 94%
Agent recommended a product return instead of exploring the supported web‑browser management path or confirming the actual model.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The only diagnostic question was a request for the serial number; the agent did not probe the symptom, network status, or app error details.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (account lookup, device status page, remote session) were used or referenced during the call.
T3 Not Met No misinformation conf 96%
Incorrect technical statements such as “this is a plug and play router, no need for you to set it up” and that the device “cannot add another Node as an extender.”
Communication
C1 Not Met Clear & professional language conf 94%
Agent never framed the interaction, gave contradictory information about the device model, and failed to keep the conversation on track.
C2 Not Met Confirmed understanding conf 93%
Agent used generic language, repeatedly called the customer “ma'am,” and did not verify the customer’s understanding of the advice.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Instead of taking ownership to resolve the issue, the agent pushed a product return.
O2 Not Met Proactive follow-through conf 94%
The only next step was “return this device and get an MBE 7000,” with no timeline, instructions, or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
No escalation was performed, even though the agent did not attempt any meaningful troubleshooting.
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 94%
Agent offered a brief apology but showed no genuine empathy for the customer’s frustration.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to match the technically‑savvy customer and failed to check comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was forced to consider a product return, adding unnecessary effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, I have one of your new routers, and I'm trying to set up, I'm replacing an existing Linksys network. And it's up and running, but I cannot get the app to connect to it to manage it. And, um, so, I need to, you know, I do this all the time. I've been doing this for years. And I'm not sure what's going on here and why the app won't see it.
00:00
Speaker 2
Welcome to [silence].
00:00
Speaker 1
I mean, I'm connected to it and I'm online, but I need, I need to set it up for the network. It's a Velop TR4WRT7.
01:00
Speaker 2
E I see. You got it, ma'am. Um, may I have the serial number of the new device, please? Okay, let me just check on the exact device. Just a couple of seconds. Let me confirm, ma'am, the device you have is an LN6001. Is that correct? Mbe.
01:00
Speaker 1
So how do I set it up? I need to change but I I need to change the name of the network. I need to add some nodes to it. How do I manage this? You know, that's a total bunch of bullshit there cuz I called and asked before I configured this all up, if this whole configuration I'm about to install right now. And I was told it was.
02:00
Speaker 2
Okay, you have the uh I will the new device we have which is the newest Wi-Fi 7. Ma'am, unfortunately, this device is not compatible with the Linksys app. Um, actually, this is a plug and play router, Ma'am. No need for you to set it up. Yeah. Oh, Ma'am, unfortunately, uh, this router is a stand-alone device. So, that means that this is not compatible, uh, this is not a mesh router. Mhm.
02:00
Speaker 1
s. all right and this is not, this is a seven, Seven. there's nothing I can do with this. on amazon. No, you're talking to.
03:00
Speaker 2
I see let me pull up your record ma'am, okay? Just a couple of pins. Oh, I see. Maam, uh you were advised to get an MBE 7000. Seven Zero. That's just a seven Zero Ma'am, which is the standalone device. Uh you can set it up Ma'am, but you can't add another Node for this as an extender. Where did you purchase this Ma'am? Amazon. Okay. Let me confirm, am I speaking to miss um Carl? I'm sorry.
03:00
Speaker 1
Chris self What what? What you asking me? No, this is... I I manage, I manage, I'm a systems engineer. I manage about, I don't know, at least 10 Linus networks. [silence]
04:00
Speaker 2
Chris, what's your last name, yes? Okay. Yeah, I believe this is a... Oh, okay. Your email address is c craftsman, K-R-A-F-T-S-M-A-N @sun.org. S-U-N. Your email address, ma'am, is, your email address is, uh, C-R-A-F-T-S-M-A-N, M-G-R, @sun, P-A-N-A-R-T.ORG, right? Uh-huh.
04:00
Speaker 1
This MaryJo Good. Mendes network. Yes? Go ahead.
05:00
Speaker 2
Okay, I see. I see, got it. So, this is a different network. Ma'am, this was purchased in Amazon. Okay. So, ma'am, the best thing that you can do for this one, if you wanted to have an extended or a mesh network, I will suggest for you to return this device and get an MBE 7000. Yes, ma'am. Yes, ma'am, I do really apologize for the misunderstanding. But yeah, the previous technician advised you to get an MBE 7000. You're welcome, ma'am.
05:00