V2 Rubric Detail — 97e15ee2-6448-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:17
Duration
6m 57s
Contact
Daryll Harris
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132844
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and technical support responsibilities by immediately offering a paid option without attempting any resolution steps, in violation of OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership5.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting actions for the customer's non-connecting mesh nodes, despite the expectation to provide best-effort support for out-of-warranty devices. Instead, the agent defaulted to a paid support offer and an email follow-up without resolving the issue, demonstrating avoidance, poor communication, and lack of technical engagement, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported two Velop mesh nodes not connecting. Out-of-warranty; offered $15 paid support, declined. Collected email and promised to send generic extender setup instructions. No troubleshooting performed.

Troubleshooting Steps
  • Confirmed warranty status and product family (Velop).
  • Offered $15 paid technical support.
  • Collected customer email address.
  • Promised to send email with generic extender setup instructions.
Key Observations
  • Agent correctly identified the product family as Velop based on serial number and confirmed out-of-warranty status.
  • No troubleshooting steps were performed despite a clear technical issue (nodes not connecting).
  • Paid support was offered without explicit customer acceptance or detailed explanation.
  • Model number was misidentified as 'W.H.W. Double two, C.A., Nism' (likely ASR error), but this did not affect technical advice.
  • Email instructions were generic and not tailored to the specific node-reconnection issue.
  • No validation of resolution was attempted.
Positive Highlights
  • Correctly interpreted the serial number '20J10C69779011' and inferred the product was a Velop system.
  • Accurately confirmed the warranty had expired in 2022 based on serial lookup.
  • Collected the customer's email address clearly and confirmed its spelling.
  • Provided a concrete next step by promising to send setup instructions via email.
  • Avoided giving technically inaccurate advice — no wrong URLs, reset procedures, or pairing steps were misstated.
Agent Errors / Gaps
  • Failed to confirm the correct product model number — misidentified as 'W.H.W. Double two, C.A., Nism', which is not a valid Linksys model.
  • Did not perform any technical troubleshooting (e.g., 5-press pairing, app/web UI check, power cycle) for a node connectivity issue.
  • Offered paid support without obtaining explicit customer agreement or explaining the scope of support.
  • Did not verify whether the customer could access the app or web UI before promising email instructions.
  • Poor call control — long silences, fragmented communication, and failure to confirm understanding.
  • Did not confirm the spelling of the customer's first name correctly (Darryl vs D.W.), leading to confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide any troubleshooting; only offered a paid support option or an email with instructions.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were attempted — no reboot, reset, LED check, or web interface verification.
R3 Not Met Correct resolution path conf 90%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting as required; instead defaulted to paid support without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask any diagnostic questions about symptoms, node status, or prior attempts; only collected serial and contact info.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., firmware check, web UI, power cycle guidance) were used, even though they were necessary for diagnosing node connectivity.
T3 Not Met No misinformation conf 85%
Agent incorrectly implied that paid support is the only path for out-of-warranty assistance, contradicting policy that best-effort help must be offered.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control by collecting information and setting an expectation about the email, but failed to frame the interaction or guide through resolution steps.
C2 Not Met Confirmed understanding conf 90%
Agent repeatedly misheard and mis-spelled the customer's name and email, causing confusion and showing no adaptation to customer's communication needs.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending an email with instructions.
O2 Met Proactive follow-through conf 95%
Agent clearly stated that an email would be sent within five minutes, providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history, so continuity could not be assessed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No escalation was made despite a clear hardware-related issue; agent avoided responsibility by pushing paid support instead of escalating or troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or acknowledgment of frustration; interaction was transactional and dismissive of customer effort.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace; repeated spelling errors caused disengagement and confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat email and name multiple times; no troubleshooting was provided, increasing effort unnecessarily.
Call Transcript9 turns · 9 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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about, 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
Yeah, hi, good afternoon. My name is is Darryl Harris. I have a um link sys uh mesh system. It's out of warranty, but I I need to I need some help with um
03:00
Speaker 2
Thank you for calling me. This is May. How can I help you?
03:00
Speaker 1
Two of the nodes aren't connecting, and I'm not sure how to connect them back. Are you able to help? The child kno, well, one serial number is 20J10 C69779011. That's one of them. And I have another one. Yeah. Do you need the other one as well? Okay. [silence]
04:00
Speaker 2
cancel/maintain/take a look at it. The serial number of that, chill no, that's two zero J. for Jack, one zero. for Charlie. Six nine seven seven nine zero one one. Is that correct? That's okay. I just need one. Indeed, it shows here that the year router model number, W.H.W. Double two, C.A., Nism.
04:00
Speaker 1
Okay, can you send me, send me the email address first thing. If I can't figure it out, I'll have to call back. You have. What email do you have? DW Harris, 1570@ gmail.com.
05:00
Speaker 2
your warranty already ended, year 2022. So, uh, when it comes to support, if you wanted, um, assistance right now, we have $15 charge for that and it's only one-time technical support. If you don't want to proceed with that, I can send you an email and that email contains instructions and how you can add those extenders back. Which one do you want to proceed with? Uh, huh. Mhm. [silence] Sure. Um, I just need your active email. I don't have your information yet. So, yeah, what's your email address? [silence] Okay, correct me if I'm wrong. Uh, is it spelled as T for Tom, W for Whiskey, N for November and Harris like H-A-R-R-I-S. [silence]
05:00
Speaker 1
listen, D.W., D as in Delta, D.W. Harris. right. right. yes. Daryl. D-A-R-Y-L. structure. okay. alright. alright. bye bye. [silence]
06:00
Speaker 2
sss 15 7 0 at gmail.com. Is that right? Yeah. S delta. Okay. Okay. And Harris is spelled H-A-R-R-I-S. Makes right. Is that your last name? Makes. Yeah, but, okay. And how about your first name? Just to complete your record. Okay. Got it ready. And who is your internet service provider? Okay. And that. All right. All right. These are the information I needed. So once this call will end, just wait for five minutes max. I'll send you the email, okay? All right. Thank you for calling our than you, but for now, take care.
06:00