V2 Rubric Detail — 8f350a7a-6a54-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:58
Duration
10m 32s
Contact
Joe Kiss
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133749
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: node disconnected to the network_VLP01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by falsely claiming the product was no longer supported and ceased troubleshooting, which violates Linksys OOW best-effort policy.

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the solid-red child node issue, provided technically inaccurate information, and incorrectly claimed the device was unsupported due to expired warranty. Despite clear troubleshooting paths in the KB, the agent avoided further assistance, resulting in an unresolved case with no meaningful resolution or escalation. This constitutes evasion under the rubric's critical failure criteria.

V1 Case Analysis

Customer's Velop child node remains solid red after factory resets and failed pairing via app. Agent confirmed warranty expired, collected contact info, and offered to email generic instructions. No valid troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Asked how the factory reset was performed
  • Confirmed physical distance between child and parent nodes (~7–8 ft)
  • Collected serial number, total node count, customer name, and email
  • Checked warranty status in internal system
Key Observations
  • Agent never asked for or recorded the product model number, a critical protocol failure for model-specific troubleshooting.
  • Agent provided materially inaccurate technical guidance: claimed the Linksys app is unreliable and only the web interface works, contradicting KB documentation for supported Velop models.
  • Agent incorrectly described LED behavior, referencing a 'pink' light as setup mode, but KB states solid purple (WHW/MR) or solid blue (MX6200/MBE7000) indicates ready state — pink is not a documented LED state.
  • Agent did not instruct customer on correct factory reset procedure (hold reset button ~15 seconds until LED turns solid blue/purple) nor suggest valid pairing methods (Pair button or 5-press).
  • Agent incorrectly claimed the device is first-generation and no longer supported, potentially misrepresenting product lifecycle status without verification.
Positive Highlights
  • Collected customer's name, email, and serial number for follow-up.
  • Confirmed the physical proximity of the child node to the parent node (~7–8 ft), which is relevant for pairing success.
Agent Errors / Gaps
  • Failed to ask for or record the product model number, violating protocol for product-specific support.
  • Provided incorrect technical information: stated the Linksys app is no longer reliable and only the web interface can be used, which is false for supported Velop models per KB.
  • Misrepresented LED states: claimed 'pink' light indicates setup mode, but KB only lists solid blue (Cognitive Mesh) or solid purple (Intelligent Mesh) as ready states.
  • Did not instruct customer on correct factory reset procedure (hold reset ~15 seconds until solid blue/purple).
  • Did not suggest any valid pairing method (Pair button or 5-press) from the KB.
  • Incorrectly claimed the device is first-generation and no longer supported, potentially misleading the customer about product support status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered to send an email with uncertain instructions, leaving the red-LED node unaddressed.
R2 Not Met Diagnostic thoroughness conf 94%
Agent skipped key troubleshooting steps like power cycling, checking firmware, or attempting 5-press pairing; relied on incorrect assumptions instead.
R3 Not Met Correct resolution path conf 93%
Agent incorrectly claimed no support for OOW device and stopped troubleshooting, violating policy requiring best-effort help regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent failed to identify root cause; gave disorganized advice and misstated LED behavior (e.g., pink/purple for reset) contrary to KB.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use KB or diagnostic tools; incorrectly dismissed the app and web interface without verification.
T3 Not Met No misinformation conf 96%
Agent made multiple technical inaccuracies: reset shows pink/purple, app is unreliable, warranty expiration ends support.
Communication
C1 Not Met Clear & professional language conf 91%
Call lacked structure; agent did not frame next steps clearly and ended abruptly after offering only an uncertain email.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing terminology (e.g., 'pink' LED not in KB) and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent disowned the case by stating no support available and offered no actionable follow-up, breaking ownership.
O2 Not Met Proactive follow-through conf 92%
No specific next steps or timeline given; only a vague promise to send an email with no guarantee of success.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
Agent failed to escalate despite clear need for advanced troubleshooting; dismissed issue based on incorrect policy interpretation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; agent ignored customer frustration and provided a dismissive, scripted response.
X2 Not Met Tone & rapport conf 89%
Agent did not adjust tone or pace; repeated unclear statements without checking if customer understood.
X3 Not Met Overall experience conf 91%
Customer repeated serial number and details; agent added unnecessary effort by giving inaccurate instructions.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be. Monitored. For 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 1 now. For products out out of products, please have your device serial number and contact information ready. If you are, kindly call back later. For our out support option may be available depending on the issue. [ silence ]
00:00
Speaker 1
I've got my right hand, but I don't know my... This would be the charging blocks. [silence]
02:00
Speaker 2
Thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? Oh. Uh, huh. Uh-huh. Uh-huh. [silence] [music] [music]
03:00
Speaker 1
Well, I use the, uh, button on the bottom and left it for uh, until the lights go off and we've been to the factory reset for it. Um, I have paired it and I have well, I have tried pairing it and it said it did it and then it said oh it just takes a few minutes to settle in is what the the the app said. Um, and then it goes right back to red. Yeah. So I I've done that a couple times and I I did the factory reset. I tried it again yesterday. Um, and it it cycles through from a flashing blue to a flashing red, then it goes pink for a second which I had never seen before and then back to the solid red light. Correct. So right right now it's solid red. Yes, ma'am.
04:00
Speaker 2
Well, sir, as you mentioned earlier that you did reset the device. How did you perform the reset? Okay. [silence] [silence] [silence] [silence] Oh, okay. [silence] [silence] So right now, the child node is solid red. Okay. [silence] [silence]
04:00
Speaker 1
about 7 or 8 feet. Yes, ma'am, I did have all in the same room this is the only one that that that didn't behave.
05:00
Speaker 2
far flect parent knot there? Okay, so when you try to set up this device, it's seven to eight feet away from the parent node. Is that correct? Okay, okay. All right. So, whenever you're going to add additional node to your system, since you are correct, you need to reset the device. After that, reset the device, it'll show purple or pink. meaning to say, it's an a setup mode. Now, just to set proper expectation though, since when you use the Lynksis app, adding child node, it's no longer reliable. So you can only add a child node using the Lynksys web interface or the website. Now, currently sir, all right, so currently, sir, the child node should be placed at least two to three feet from the parent node so that they will be added to the connection. Now, s
05:00
Speaker 1
26 D is in David 10 60 48 44 002. yes, ma'am. my name is Joe last name is Kiss, K I S S. [silence]
06:00
Speaker 2
Can you confirm to me what's the serial number of the child node that has been disconnected to your network please? [silence] Thank you. You have a total of six nodes, sir? [silence] Okay. So they have the same a model number. Well [silence] okay. [silence] Alright. Let me create first a record for you, sir, in the system before we proceed with your first name and last name. Okay. How about email address?
06:00
Speaker 1
Oh, no, J.T. Kiff, J.T.K.I.F.F. at gmail.com. Uh, internet service by Xfinity is who does the internet. Good.
07:00
Speaker 2
[ silence ] is that Jeff or G, GIF? Okay. [ silence ] what I mean is for the email address, it's jt. Is that a kiss or Jeff? [ silence ] [ silence ] air and service providers, sir. Okay. [ silence ] can you give me just three minutes? Let me just fill in everything first, in the system before I proceed?
07:00
Speaker 1
Oh, okay. Okay, understood.
09:00
Speaker 2
There is no record for you in the system. However, looking into the device of you have here, unfortunately, based on our record, the warranty of your product has already been expired. I know that you mentioned you recently purchased this device like months ago. However, sir, this device is part of our first-generation notes or routers meaning to say we no longer manufacture this device. And aside from that, we no longer provide technical assistance for this node, sir. The reason for that is because we don't have any updated for for this device and troubleshooting might not work anymore, sir. Now, if you still wanted to use this device, what I can only do for you is I can only send you an email in how you can possibly add back your child notes. That's for free through email. But but then again, uh again uh it might not work anyway. Let's hope it does not have any firmware updates. Okay. Right. So anything else sir aside from this. You're welcome sir. You have a nice day ahead. Bye bye for now.
09:00