V2 Rubric Detail — a09aff70-7b22-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:13
Duration
7m 11s
Contact
Marianne Berry
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00136454
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: VLP01_Child node lost connection to network

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall28.0% (+2.0)

V2 Grader Summary

The agent did not perform any troubleshooting for the offline child node and only offered a self‑help link and an email with instructions, leaving the issue unresolved. While the end‑of‑support status was correctly communicated and a clear next‑step timeline was given, the lack of diagnostic steps, empathy, and ownership resulted in an unsatisfactory outcome.

V1 Case Analysis

Customer reported VLP01 child node offline with red/pink LED. Agent incorrectly stated device is end-of-support, performed no troubleshooting, and offered only generic email instructions. No resolution confirmed.

Troubleshooting Steps
  • Collected ISP information and model number (VLP01).
  • Asked about LED color (pink/red).
  • Incorrectly informed customer that VLP01 is end-of-support.
  • Offered to email generic child-node add instructions.
Key Observations
  • Agent did not perform any troubleshooting steps despite clear guidance in KB for offline child nodes (e.g., reset, 5-press, or Pair button).
  • Incorrectly stated that VLP01 is end-of-support — KB does not list VLP01 as end-of-life; it is a valid Velop model for which pairing procedures apply.
  • Failed to collect serial number or verify email address (agent repeated 'MAE 731' instead of '71').
  • No attempt to log in to router, check topology, or guide customer through reset procedure.
  • Call ended abruptly with agent forgetting to hang up, indicating poor call control.
Positive Highlights
  • Collected basic information including model number (VLP01) and ISP.
  • Attempted to gather customer contact details, though with errors.
Agent Errors / Gaps
  • Failed to perform any technical troubleshooting for the offline child node (no reset, no pairing method attempted).
  • Provided materially incorrect information that VLP01 is end-of-support, which contradicts KB and misleads the customer.
  • Did not verify or guide the customer through factory reset or 5-press pairing, which are standard procedures for unresponsive nodes.
  • Mishandled customer email address, risking misdelivery of support instructions.
  • Did not collect serial number when it could have been used for warranty or model verification.
  • Did not confirm whether the parent node was online or check network topology.
  • Did not offer escalation or remote diagnostics despite clear failure to resolve.
  • Incorrectly closed the case by implying self-help is the only option when standard troubleshooting applies.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never performed any steps to get the child node back online; only offered a self‑help link and promised to email instructions.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting was done – no reboot, LED check, pairing method, or any diagnostic questions beyond basic model/ISP.
R3 Not Met Correct resolution path conf 90%
Agent used the end‑of‑support status to stop helping rather than attempting best‑effort OOW troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause, ask targeted questions, or follow a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (admin UI, dashboard, speed test, etc.) were used even though they would be appropriate for a node‑pairing issue.
T3 Met No misinformation conf 80%
Agent correctly stated that the VLP01 model is end‑of‑support and that no software updates or direct technical support are available.
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked clear framing, expectations, or structured transitions; long silences and no guidance on next steps until the very end.
C2 Not Met Confirmed understanding conf 85%
Agent used generic script‑like language and did not adapt explanations to the customer’s frustration or technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 75%
Agent stayed on the call and offered to email instructions, but did not take ownership of actually resolving the node issue.
O2 Met Proactive follow-through conf 90%
Agent gave a concrete next step and timeline: “give me 33 minutes after we end our call, I’ll be sending you the instructions.”
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate; the product is end‑of‑support and no higher‑level assistance is available.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered no empathy for the customer’s frustration (“hard time getting my child node to reconnect”) and gave a very transactional response.
X2 Not Met Tone & rapport conf 85%
Tone remained flat and script‑like; no effort to match the customer’s pace or emotional state.
X3 Not Met Overall experience conf 85%
Customer was asked repeatedly for serial numbers and model details, and no troubleshooting was performed, creating extra effort for the customer.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported. While end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes, I am just calling, I'm having a hard time getting my child node to reconnect. It's been out for several hours and I just, I don't know what else to do. Yeah, I was working this morning and it went offline about 1:00 this afternoon and I've tried to reboot it. I've unplugged it and it just stays pink. It won't, it won't change.
01:00
Speaker 2
Thank you for calling Link. This is Laura, how may I help you? Okay. All right. So this checkout ma'am was working before right? Okay. All right. So let me just um ask um some information ma'am to prep create a record. Um, how many notes do you have? [silence] [silence] Okay. And who's your internet service provider? Okay. The node that is connected to spectrum that light is it blue, white? Okay. And may I know what's the model number of that parent node ma'am and the child node? As well as the serial number. mm-hm again, that's two six D. For David, 13 M for Mary 39 B. For Brian, 04154. And um, what's the model number?
01:00
Speaker 1
the model number is Z like Victor L like Library P like Paul zero one yeah um I will have to go in there and look hold on one second what's out ages um me just one second
03:00
Speaker 2
Okay. Again, VLP zero one is the parent node is the same, M-m. Okay. Okay. And can I have also your phone number?
03:00
Speaker 1
[silence] It's [silence] It's [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Do you need the serial number? Uh the model number is the same. It's just a different serial number.
04:00
Speaker 2
And have you called Linksys? Uh-huh. Go ahead. How about your first name and last name? Mhm. All right. And how about your email address? Mhm. Okay, thanks. Okay, just the model number, ma'am. Okay, okay. And just the same model number. Okay, that's okay. So you don't need a serial number since I have the other one. Okay. And
04:00
Speaker 1
you lasted one. Okay.
05:00
Speaker 2
OK. So ma'am, before we continue for troubleshooting here, let me just inform you that this router that you have, the VL O1, this type of router, ma'am, this is already one of our routers that is already end of support. End of support ma'am, that means end of support. OK. So that means links will no longer provide software updates as well as technical support. OK. What we can do here, ma'am, is I can refer you to our website that support.linksys.com where you can take advantage of our AI tool. OK. and also, I can send you an email of some instructions on how to add your child nodes back to the network. OK.
05:00
Speaker 1
Okay. Okay. it's just 7-1 at yahoo.com. all right thank you. thank you. [silence]
06:00
Speaker 2
And the one that I was sending to you, ma'am, that is already a self-help toll, all you need to do is just follow the instruction, okay? All right. And the email address where I can send you the email is MAE, MAE, 731 at Yahoo.com, right? Uh-uh, 71, yes. Okay. So, give me 33 minutes after we end our call, ma'am, then I'll be sending you the instructions to your email. Okay? You're welcome. So, thank you for calling Lynxes, this is Carla. Bye for now. Okay, hello ma'am. I forgot to put down the phone.
06:00