V2 Rubric Detail — 87dc04ec-73b2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:03
Duration
7m 26s
Contact
Alex Dufel
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135113
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_VLP01
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided substantive troubleshooting by incorrectly citing EOL status (contradicted by KB which provides reset guidance for VLP01), refused further assistance, and failed to escalate despite an unresolved critical issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.19/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent incorrectly claimed the VLP01 was end-of-life and beyond support, which is contradicted by the KB's inclusion of VLP01 in the factory reset guide. This led the agent to refuse further troubleshooting or escalation, resulting in an unresolved case and meeting the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer (Alex Defel, VLP01, SN: 26D13M937B01126) unable to connect to internet after multiple resets. Agent confirmed factory reset, stated model is end-of-life, advised to configure main node via app. No further troubleshooting performed. Customer indicated intent to replace device.

Troubleshooting Steps
  • Collected customer name, email, phone number, model, and serial number.
  • Confirmed factory reset had been performed.
  • Advised to configure only the main node via the Linksys app.
Key Observations
  • Agent declared VLP01 end-of-life without confirming warranty status or checking KB for support eligibility.
  • No verification of modem status, WAN connectivity, or default SSID visibility after factory reset.
  • Customer lost Wi-Fi connection during call, indicating possible setup or signal issue not addressed.
  • Minimal empathy shown despite customer frustration and repeated failed attempts.
  • No self-help resources (KB articles, URLs) provided to customer.
Positive Highlights
  • Accurately collected customer name, email, phone number, model number, and serial number [02:00–03:00].
  • Correctly identified the need to focus on the main node first in a mesh setup, which aligns with standard mesh node management guidance [06:00].
  • Set clear expectations about the limitations of support for the VLP01 model [06:00].
Agent Errors / Gaps
  • Declared product end-of-life without verifying warranty status or support eligibility in KB [06:00].
  • Failed to check if default SSID appeared after factory reset, a critical step in setup verification [05:00–06:00].
  • Did not verify modem status or WAN connection before concluding no support [01:00–06:00].
  • Provided no alternative troubleshooting steps or self-help resources (e.g., KB articles) [entire call].
  • Minimal acknowledgment of customer frustration; communication lacked empathy and reassurance [06:00–07:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared VLP01 end-of-life and offered no resolution beyond vague setup advice, leaving connectivity issue unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
Only one troubleshooting step (asking about Wi-Fi after reset) was attempted; no power cycle, modem check, or ISP verification conducted.
R3 Not Met Correct resolution path conf 95%
Agent used EOL status to stop helping instead of providing best-effort troubleshooting for an out-of-warranty device as required.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (no internet) and asked if original SSID appeared post-reset, but did not pursue root cause with further diagnostics.
T2 Met Appropriate tools / resources used conf 92%
Agent used CRM to verify caller info and create a new record, which is appropriate tool use given lack of prior contact.
T3 Not Met No misinformation conf 98%
Agent claimed VLP01 is 'end of life and end of support' and no assistance can be offered; KB provides reset guidance for VLP01, contradicting this claim.
Communication
C1 Met Clear & professional language conf 91%
Agent set expectations early regarding EOL status and maintained call control despite customer frustration.
C2 Partially Met Confirmed understanding conf 86%
Agent used technical terms like 'parent node' without confirming understanding; minimal adaptation to customer's emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility based on EOL status instead of owning the case or attempting resolution/escalation.
O2 Not Met Proactive follow-through conf 93%
Next steps were generic ('focus on main node') with no timeline, follow-up, or commitment to further support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed; this was confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Connectivity issue remained unresolved after minimal troubleshooting, warranting escalation; agent provided no escalation path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed despite customer stating they'd 'tried all weekend' and were ready to give up.
X2 Not Met Tone & rapport conf 92%
Agent maintained a procedural tone without adjusting pace or style to match customer’s growing frustration.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and model info; agent did not leverage data efficiently to reduce effort.
Call Transcript16 turns · 16 lines
Speaker 1
Yes, I'm trying to, um,
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 paid support may be available depending on your issue to hear more about your service options press two please have your devices serial number and contact information ready if unavailable kindly called back later for out of warranty product paid support option may be available depending on the issue. Hi, thank you for calling linksys. My name is then can I help you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] Trying to connect my router to the internet and it just, I've tried all weekend, it will not let me connect. Yes. I've followed all so I have the the links app on my phone. I've I've followed all of it to to um to manage the Wi-Fi to uh make a new Wi-Fi connection. I've reset the the not the node itself. I've reset the modem itself numerous numerous times.
01:00
Speaker 2
Is it working before? I see. What kind of stuff have you done so far as well? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. I see. Thank you so much for that one. Before anything else, may I also ask, is this your first time calling? [silence]
01:00
Speaker 1
uh maybe once before I called [silence] [silence] first name is Alex last name is duffell D.U.F as inn Frank e.l [silence] it's a j 0 8 1 6 [silence]
02:00
Speaker 2
To clarify the phone number that you may have called before, was it 626-561-9640? [silence] Thank you so much for confirming. However, upon double checking it here in our system, it shows here that there's currently no record pertaining about that phone number. Since currently that seems to be the case, I'll just have to create a new record instead. Can I have your first and last name? [silence] Okay. [silence] Thank you so much. Alex A-L-E-X Defel D-U-F-F-E-L. What about the email address? [silence]
02:00
Speaker 1
um at gmail dot com 26 B13 M37 B 0, 1, 1, 2, 6. correct. Um the model number is DLP-01. 2, 1, 7.
03:00
Speaker 2
OK. the serial number of the Linksys device again. It was 26D 13M 937B 01126. What's the model of the unit? as well? How many VLP 01 do you have?
03:00
Speaker 1
.
04:00
Speaker 2
Ooh, thank you. Lastly, may I know who's the internet service provider? Thank you so much, Takas. alright, let me quickly double check everything on my end. While waiting, can I ask when you performed the factory reset, in what way did you did the factory reset as well? Mhm. Mhm. Mhm.
04:00
Speaker 1
My Wi-Fi's not going on, I've reset it that way and I've reset it on the phone. I've done it numerous ways. It's showing up right now. Yes, it is. So I'm gonna try my phone. Give me one second. When I do that, I lose connection. So let me restart. Hang on. I lose connection with the Wi-Fi I have on here.
05:00
Speaker 2
When you did the factory reset, did the original Wi-Fi name of the developed system show up as an available Wi-Fi to connect to?
05:00
Speaker 1
Listen. [silence] So you can't help me pretty much.
06:00
Speaker 2
Before any further troubleshooting may also start, I do have to set your expectations that this specific model, the VLP01, I do have to set your expectations for the unit that it's unfortunately already considered as an end of life and an end of support product. We no longer troubleshoot or offer any assistance for this specific model. However, in your case, since as you mentioned, you've already performed a complete factory reset, all that's left for you to do is just start only on the main node. Do not turn on the other one yet, just focus on the main node. Connect to its Wi-Fi name, then initiate the Linksys app. Afterwards, once you're done with the parent node, it's configured, working and everything. You can then add the other node after you're done with the parent node. However, this is as far as I can try to assist you in regards to the unit.
06:00
Speaker 1
All right. Well, I guess I'll be buying a new product then. Because I'm not going to fight this thing anymore. Um, but I'll I'll try that. I appreciate it. Thank you. You too. Bye.
07:00
Speaker 2
unfortunately. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now.
07:00