V2 Rubric Detail — 96eda506-6e82-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:37
Duration
6m 25s
Contact
Robert Grapentine
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134356
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided providing any technical assistance or escalation path based on a false claim of obsolescence, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly declared the VLP01 router unsupported after 2025—a claim not backed by any KB—and refused to perform troubleshooting or escalation. No diagnostic steps were taken, no empathy shown, and the customer was dismissed despite seeking setup help. This constitutes a complete failure in resolution, technical accuracy, and customer ownership.

V1 Case Analysis

Customer unable to connect VLP01 router to modem; agent incorrectly stated model unsupported and provided no troubleshooting; issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed the VLP01 is no longer supported as of 2025 and has no firmware updates.
  • No basic troubleshooting (cable check, power cycle, WAN status) was performed.
  • Agent failed to verify the customer's environment (modem type, cable connections, ISP settings).
  • No actionable resolution or escalation path was offered.
  • Minimal empathy; repeated statements without addressing the customer's frustration.
Positive Highlights
  • Collected the serial number and model number from the customer at [02:00].
Agent Errors / Gaps
  • Incorrectly stated the VLP01 model support ended in 2025 and is no longer supported — this is false per KB documentation.
  • Falsely claimed no firmware updates exist for the VLP01 — the KB confirms firmware updates are available and auto-update is supported.
  • Failed to perform any diagnostic steps to isolate the WAN issue.
  • Did not verify the customer's environment (modem type, cable connections, ISP settings).
  • Provided no actionable resolution or escalation path.
  • Repeatedly used the term 'no support' without clarifying it referred to technical assistance availability, not product functionality.
  • Minimal empathy; failed to acknowledge customer frustration or offer alternative solutions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the model unsupported and offered no resolution, workaround, or escalation path.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken—agent did not ask about LED status, cable connections, or perform a modem test.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed the VLP01 is out of support after 2025; KBs show no such cutoff, and OOW devices still qualify for best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the actual symptom (WAN connection failure) or ask relevant diagnostic questions beyond model/serial.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used—agent did not attempt remote access, local UI check, or guide customer to test WAN connection despite clear need.
T3 Not Met No misinformation conf 95%
Agent stated support ended in 2025, which is factually incorrect per KBs; VLP01 is not listed as end-of-life.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no structure, failed to set expectations, and allowed conversation to become disjointed and uncontrolled.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without adaptation and did not adjust language or check understanding despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed responsibility immediately, refused to assist, and did not attempt to own or resolve the case.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up provided; customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted due to unresolved setup issue, but agent made no attempt to escalate or explore options.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, and customer was not informed of any escalation path or reason for lack thereof.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; responded dismissively and failed to acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 96%
Agent maintained a flat, unresponsive tone and did not adapt to customer’s emotional state or pace.
X3 Not Met Overall experience conf 96%
Customer had to repeat model/serial info and was forced to accept abandonment without assistance.
Call Transcript10 turns · 11 lines
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 please have your device 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. [silence] Thank you for calling linksys. My name is Gerald and I'm out.
00:00
Speaker 1
Sorry, you're breaking up. I didn't hear that. Uh, I am, yes, um, I'm having an issue getting my router to connect to my modem. Serial number to the router, uh, 26D. Is it D? I'm sorry? The modem number, say that again. Yes, I
01:00
Speaker 2
Thank you for calling Linksys. I'm going to help. Can you hear me OK? OK. What is the serial number and model number of that router? Yeah, and model number. And the model number. Let's start with the serial number. Go ahead. Give me the serial number and model number.
01:00
Speaker 1
Okay. The serial number is two, six, D as in David, one, zero, M as in Mary, three, five, zero, one, nine. And the model number is VLP as in Paul, zero, one. [silence] When's the last time it was last working? That's a loaded question. Because I got a little history here.
02:00
Speaker 2
all right thank you checking now when was the last time it was working
02:00
Speaker 1
Going on behind here. I, I, I had it installed in about a year ago. Uh I changed, uh internet provider and so I had their modem, but now I'm changing it again. I'm just going back to this. Linksys system because it's a mesh system. So a year to a year and a half, I guess would be the answer you're looking for. [silence] That's okay. Yeah, that's me. Yes. Oh, well, that's good news. Really not that old. So 2025, it's pretty much obsolete. Is what you're telling me. You can't even support it. Well, when you what do you mean by when you say no support? What do you mean? When you Okay, that yeah, but I'm asking you, what do you mean by when you say support? I'm I'm asking for assistance to get the support. [silence] Wait.
03:00
Speaker 2
okay. the problem could be related the firmware, because there will be no, I mean there's no future update for this model number and I checked the support, it does not have a support, it ended 2025, so we can no longer support this model number unfortunately. it's obsolete. and no support. unfortunately no one is trained with this anymore. so this model number, we we no longer support this. that's what I mean. technical support. you're asking for support, correct? assistance. [silence]
04:00
Speaker 1
Set up and I got to a point where it's not making a connection and it says, if you got a problem, give us a call. I'm calling. I'm looking for assistance to get this set up, but you're saying because it's from 2025, one, it's too old and two, because it's brand new, you can't help me. Is that what you're saying? Okay. Doesn't really doesn't really doesn't really doesn't really answer my question. But if you there's nothing you can do for me, I guess that's easier. So, um, so basically, I just got to throw it away because it's useless. Is what you're telling me. Right. But, got
05:00
Speaker 2
That is... No, what I'm saying is that the support of this model number is, I mean, we no longer support this model number. That's all I'm saying. It ended the 1025. It's gonna be up to you, but you can upgrade a route instead. [silence]
05:00
Speaker 1
That's what the last guy said the last time I had to do this, so, you know, everybody's like, oh, well, it's more than a year or two years old. Just get a new one. Well, you're not paying for it, so anyways, enough philosophy. It blows, but I don't have a choice you're telling me. So, all right. Well, thanks for your help. Bye.
06:00