V2 Rubric Detail — a01b3974-6377-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:21
Duration
11m 28s
Contact
Brian Blauvelt
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall35.8% (-20.2)

V2 Grader Summary

The agent failed to resolve the issue due to lack of diagnostic troubleshooting and no validation of repair. While best-effort support was offered for out-of-warranty devices, critical technical oversights (like incorrect 5-press applicability to VLP01) and absence of empathy resulted in an unresolved case with poor customer experience.

V1 Case Analysis

Customer reported WHW01 and VLP01 child nodes failing to reconnect after reset. Agent confirmed out-of-warranty status, offered paid support, AI tool, and emailed instructions. Agent incorrectly advised 20-second reset + 5-press pairing (unsupported for these models). Issue unresolved.

Troubleshooting Steps
  • Asked for LED status on parent and child nodes
  • Identified devices as out-of-warranty
  • Offered paid support, AI tool, and emailed step-by-step guide
  • Provided verbal reset instructions (20-sec hold, 5-press pairing)
Key Observations
  • Agent provided **materially incorrect** 5-press pairing guidance for WHW01 and VLP01 — this method is **not supported** on these models per KB (`velop_router_setup.md` Section C).
  • No serial number collected despite out-of-warranty status and need for accurate troubleshooting.
  • No verification of WAN/internet status before troubleshooting mesh nodes.
  • Agent failed to use the app for setup despite customer confirming access at [11:00].
  • Agent was polite, used customer’s name, and offered multiple support paths.
Positive Highlights
  • Agent used the customer's name (Brian Blevins) and maintained a courteous tone throughout.
  • Clearly offered three distinct support paths: AI tool, paid support ($15), and email with instructions.
  • Captured and confirmed the customer's email address (Bmblvelt@yahoo.com) before sending.
  • Allowed customer to choose path without pressure, respecting their autonomy.
Agent Errors / Gaps
  • **Technical Accuracy Violation**: Provided wrong pairing method (5-press) for Velop WHW01 and VLP01 devices — this is explicitly **not supported** per KB (`velop_router_setup.md` Section C). This guidance could mislead the customer into repeated resets without benefit.
  • Did not confirm internet connectivity or perform proper mesh-node reset flow per KB.
  • Failed to collect serial number or perform warranty lookup despite discussing warranty status.
  • Did not verify that the emailed instructions were received or that the issue was resolved.
  • **Protocol Violation**: Gave technically unsafe advice by recommending an unsupported procedure, which violates support protocol for Velop Intelligent Mesh devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution; customer still had issues after resets and email instructions were sent as a substitute for real-time troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting performed — skipped critical steps like WAN test, firmware check, or web UI access; relied solely on factory reset advice without diagnosis.
R3 Met Correct resolution path conf 90%
Correctly identified OOW status and offered best-effort support via email and paid option, aligning with policy for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only asked about LED colors; failed to identify root cause by skipping key diagnostics like ISP connectivity, WAN status, or firmware version.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools (e.g., remote session, speed test, router dashboard) despite their relevance to the connectivity issue.
T3 Partially Met No misinformation conf 85%
Correctly advised 20-second reset and 5-press pairing for WHW01 (valid per KB), but implied VLP01 supports 5-press method — which it does not (VLP01 is a temporary setup node, not a mesh router).
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained basic control but had multiple unexplained silences and failed to set clear expectations at start of call.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not confirm understanding or adapt explanations based on customer feedback.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by staying on the call, sending an email, and not transferring unnecessarily.
O2 Partially Met Proactive follow-through conf 85%
Sent email with instructions but provided no timeline for follow-up or confirmation that customer would be contacted again.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given OOW status and lack of confirmed hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Failed to acknowledge customer’s frustration, repeated attempts, or impact on work-from-home situation; no empathetic statements made.
X2 Not Met Tone & rapport conf 90%
Used a scripted tone without adapting to customer’s urgency or emotional state; missed opportunities to engage or reassure.
X3 Partially Met Overall experience conf 85%
Provided email with instructions which reduced some effort, but required customer to perform complex resets independently without real-time support.
Call Transcript13 turns · 17 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 your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. [silence] Please have your device's serial number and contact information. If unavailable, kindly call back.
00:00
Speaker 1
yes I've got a Linksys system with the parent and two and both of the child nodes will no longer connect and I've tried everything I know how to do from resetting to rebooting all three of them to I don't know it's just it's not working and we have two people here working from home so this is it you need to fix.
01:00
Speaker 2
to five, four, three, two, one. And then what version of SmartGrid do you have?
01:00
Speaker 1
On all three occasions, and I did it more than once on all three of them. I did it more than 10 seconds. I don't know whether it's 12 or 15 or 20, but it was more than 10. Yes. love out. Sure. It's blue and I'm online with that, you know, the internet's working on that one. Red.
02:00
Speaker 2
Okay, so, oh okay, I see. And, uh, by the way, just to confirm, I'm speaking with B uh Brian? Brian Blevins. That did I pronounce that correctly? Uh, Blevins. Okay. Thank you so much for that one. Okay. So, right now, the main router or the one that is connected directly to the Internet source, can you tell me what is the LED light coming from that router? Okay. And how about the other two? [silence]
02:00
Speaker 1
Solid red. You mean the main? Well, there's WHW 01 is the parent. There's two different ones. The other child is WHW 01 and the other one is VLP 01.
03:00
Speaker 2
so uh, brian, as per checking here this routes are already i mean, the two routers that you have. The WHW-01 Brian, those routes are, I mean, those two routes are already out of warranty. Now the VLP-01 that you have, that router is already out of support. But still, you can still definitely use it for as long as it's working, before. Then yes, however um, with these two routers that you have, since it's already out of warranty. So the free technical support of your WHW01, the technical support over the phone of those routers are no longer be available. However, I, we have options here. Now, the first option is to visit the website
04:00
Speaker 1
Okay. I guess send me an email I how to do whatever is possible
05:00
Speaker 2
You want to be the free links, the free link, use the AI tool. The second option here, Brian, is the paid connect service. That will actually going to cost you $15 to have a technician over the phone walk you through, throughout the process on how to reconfigure all of your router. Now, the third option, Brian, is I can send you an email with all of the troubleshooting instructions that you need on how to reconfigure your WHW01n, and your VLP01n. So, how, would you like us to proceed? [silence] I, um, [silence] I, um, [silence] but let me just confirm first, Brian, your email address. that we have on file is Bmblvelt at Yahoo.com. Okay. Uh, can you stay on the other line to confirm that you receive the email? Um, Brian, are still there? Okay. Uh, give me one moment. Let me just draft that email real quick. Okay, there you go. Brian, kindly check your email, if you receive it already, please.
05:00
Speaker 1
I don't have anything yet. I keep refreshing. There it is. I do have an email. Yeah, I mean, so here's here's my issue is why I unplugged the child nodes and yet they never get to a solid. blue when I restart.
08:00
Speaker 2
So, that should be from links this and Yeah, so there are six instructions there on how you can set up everything or how to reconfigure your W w01. So, would there be anything else, Brian, that I can help you with? Uh huh. Okay. Uh yeah. Well, maybe it's actually because um you uh did not. Properly. Okay? So before we end the call, I just really want to give you some tips on setting up the other two child nodes. Please do it a little much longer than what you did earlier. So press and hold the reset button for at least 20 seconds this time for each of the nodes. And then for you to reconfigure, you must reconnect since your phone is already connected to the main router. So you can just easily, like, you know, press the reset button five times within five seconds. So that it will be set up directly, carrying the same information from the main router. But I will also send you that email with those information on how you can easily set up the nodes. And I'm hoping that this will help you out completely. Alright? Have a great day. All right.
08:00
Speaker 1
I see. issue. Okay. Okay. Okay. Yeah, I have the app. All right, I will go ahead. All right, thanks. Appreciate it. All right, bye.
10:00
Speaker 2
I still have the access of the app. Okay, that's perfect for you. You should be good on reconfiguring everything. Just follow all of the instructions and the video tutorial. Thank you so much. And you have a good one.
11:00