V2 Rubric Detail — 9f94ef02-6e87-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 22:13
Duration
8m 14s
Contact
Constantine Mckanzie
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134361
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_No internet wired and wireless.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.7% (-3.3)

V2 Grader Summary

The agent correctly handled an out-of-warranty device by offering best-effort troubleshooting and setup guides, but failed to use diagnostic tools or reduce customer effort. The red LED issue was not resolved, and no escalation was needed due to EOL status, resulting in a partial resolution.

V1 Case Analysis

Customer reported solid red LED on Velop node. Agent collected contact info and serial number, advised power-cycle and factory reset, promised email guide, but incorrectly stated device was end-of-life. No model number obtained, no post-reset verification.

Troubleshooting Steps
  • Collected serial number, name, phone, and email.
  • Asked if the node had been power-cycled or reset.
  • Advised to power-cycle the node (10-second off, then on).
  • Suggested a factory reset and promised to email a setup guide.
Key Observations
  • Agent incorrectly claimed the router model is end-of-life and no longer supported, which contradicts KB documentation.
  • No model number was obtained, preventing accurate troubleshooting or compatibility verification.
  • Agent failed to verify whether the red LED issue was resolved after suggested steps.
  • Customer reported losing WiFi access during the call [07:00], indicating possible parent node disruption, which was not addressed.
Positive Highlights
  • Collected essential contact information (name, phone, email).
  • Collected serial number (despite garbled input).
  • Offered to send a written guide via email.
  • Suggested basic power-cycle and reset steps, which are valid initial actions.
Agent Errors / Gaps
  • Incorrectly stated the device is end-of-life and unsupported — contradicts KB: WHW03 and similar Velop models are still eligible for basic support and troubleshooting.
  • Failed to obtain the model number, which is required for accurate guidance per protocol.
  • Did not verify post-reset LED status or guide through proper node pairing process.
  • Provided no validation step after reset, leaving resolution unconfirmed.
  • Mischaracterized support eligibility, potentially denying customer access to valid self-help paths.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red LED issue or restore Wi-Fi; only promised to email guides without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested a power cycle and reset, but skipped essential diagnostics like checking the WAN cable, modem status, or internet connectivity.
R3 Met Correct resolution path conf 93%
Agent correctly identified the device as end-of-life and offered best-effort troubleshooting (reset + setup guide), aligning with OOW support standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the red LED symptom and asked about reset history, but failed to investigate root cause (e.g., ISP, cabling, firmware).
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not attempt remote access, check admin UI, or guide customer through speed test despite diagnosable symptoms.
T3 Met No misinformation conf 97%
All technical information provided (10-second reset, EOL status, use of setup guides) was factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected information but had long silences, unclear transitions, and failed to set expectations about email timing or next steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but misheard critical statements (e.g., 'open a door') and did not confirm understanding after complex instructions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up materials personally.
O2 Partially Met Proactive follow-through conf 91%
Agent mentioned sending an email but gave no timeline or callback commitment, leaving customer uncertain when to expect it.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation occurred, and none was warranted — the agent followed correct OOW troubleshooting path for an unsupported device.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation was performed, and none was required given the product's end-of-life status and appropriate best-effort handling.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but did not acknowledge customer frustration about losing Wi-Fi or repeated failed attempts.
X2 Partially Met Tone & rapport conf 87%
Agent maintained professionalism but did not adapt pace or style despite customer distress and confusion over login and website access.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial number and personal details; agent did not use captured data efficiently, increasing effort.
Call Transcript18 turns · 18 lines
Speaker 1
You know what? I'm supporting... [silence] Yes, yes. I have a small Vdup mesh node. And it's got a red light on it. I can't get that to stick. Clear that note as OEMs. I know this word. It's not an OEM, is it? It's not an OEM original, although, what should I do about it? [silence] Please hold for a moment. I'm going to transfer it to a technical support expert who can better assist you to resolve the problem. [silence]
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. 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. Hi, thank you for calling Linksys. My name is Raquel. And how may I assist you today? I need to open a door, my husband is trapped in the bathroom.
00:00
Speaker 1
Nope.
01:00
Speaker 2
Okay, let me verify this. No, that it's that's blinking. Is it one of your child node or the main parent node connected to the modem? Okay, so you only have one node right that's wired connected to the modem, to your internet box. All right calcium, thank you. And is this used to work fine before? All right, thank you. And for okay and for me to address properly your node may have a serial number found at the bottom. It's labeled with S slash N. Okay.
01:00
Speaker 1
Okay, the first row, the serial number, hang on. Yes, hang on. Back and forth here. Okay, the serial number is 26 D is in dog 106 06812873. Yep. K is in Victor L is in Larry P is in Paul 01. Mm-hmm. Yeah. I've tried to do all of this on my own.
02:00
Speaker 2
Yes, please. Mm-hmm. Mm-hmm. Okay, good. Okay, good. All right, thank you. And the model number showing at the bottom may have it as well. All right, so you have the dual-band Linksys mesh router. And is this your first time calling Linksys? Let me... Okay, got it. Let me create a record here so that I can address you properly. May I have your first name and last name? [silence]
02:00
Speaker 1
constance McKenzie five eight five eight five four six two, A just lost track of my phone number. Oh, my God. I can't even think of my number now. Oh, my God. When I think that's yeah. Yeah. eight six yes, right. 478-6602. Sorry. see Mackenzie 2018 at Outlook.com. Oh, my God.
03:00
Speaker 2
all right and may have your phone number in case we get disconnected i'll be able to call you back all right let me check is this the one that are reflecting here on my system is it one five eight five four seven eight six six oh two all right no problem and may have also your email address um can you spell out for me your last name just to make sure i get it correctly
03:00
Speaker 1
Amazon Mary, C-K-E-N-Z-I-E. I did I did that. I can do that again. Let's see here. I mean I I've done this several times. I'm trying to get into online my router password. Uh Spectrum Mm-hmm.
04:00
Speaker 2
all right. Thank you. And while my system's checking the hardware warranty of your Linksys nodes, let me check. when the router is not blinking red, or it was blinking, but did you happen to press the reset at the bottom of it? [silence] And have you tried turning it off and then on, restart the router? Okay. [silence] And by the way, may I know who's your internet service provider? [silence] It's Pace Room. You may try restarting this router, turn it off.
04:00
Speaker 1
turn it off. All right. All right. Oh, okay.
05:00
Speaker 2
if it's 10 seconds, turn it back on. Yes, then give it like one to two minutes. Let's check what's the steady light showing on it. And by the way, while you're doing that, Constantine, as per double checking it here, your router's model number has reached end of life and end of support, meaning Lynksys no longer provides maintenance, firmware updates and technical support here over the phone for this router. And if after restarting the router, if you wanted to further troubleshoot it, you can try setting it up using a different method. If that method will not work, then it's something to do with the router itself. I can send you the article guide where you can follow and how to set it up using a ethernet Linux connection or using the wireless method when connecting to the internet if you're using.
05:00
Speaker 1
Yeah. I've looked online, I mean, I'm sorry, I've been doing these things online for a while now. I don't know. You can send it. That's correct, yes. Mm-hmm. Yeah. I can't. [silence]
06:00
Speaker 2
that method. All right. And if after, alright, just to make sure for your email, so that's the initial of your name, C, and then your last name shall be Mary, Charlie, Kilo, Alpha. And ANCZee byandya Echo 2018 at outlook.com. Is that correct? All right. Thank you so much. You expect an email after this call and may try to follow that set up method, okay. And by the way, if it's still the same, try to reset properly the node first. Okay, I will give you also the article guide how to properly reset it and then follow the set up guide, okay. All right. And
06:00
Speaker 1
I can't get to the link, sis. I can't get to the, oh, what am I doing here? I'm trying to get to the website again. I lost it. It was 19. Oh my god, this thing. Yeah. Yeah. Yeah. It won't let me in at all now. Now I have no wi-fi. goodness. Yeah.
07:00
Speaker 2
And anything else formatted same? Yeah, just let me know where your links is. Okay, I see that you're trying to access the the web UI I'll just include that to and as well with the article guide that you can follow I'll send it after this call okay. All right, just follow the setup process that I'm going to provide via email. Start with a reset, then set it up using different method and then once it's solid blue and online, then you can try accessing it via the IP address that you
07:00
Speaker 1
All right. Thank you. Oh, mm-Hmm. Hmm. You too. [silence]
08:00
Speaker 2
you've mentioned okay you're most welcome this is Rachel and thank you for calling CIS constantine have a wonderful night ahead
08:00