V2 Rubric Detail — a19d1062-80c1-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 02:54
Duration
10m 17s
Contact
801-201-5179
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00137401
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_VLP01_Intermittent Connection
⚠ 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

Resolution1.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall34.4% (-1.6)

V2 Grader Summary

The agent correctly identified the VLP01 model and provided accurate Wi-Fi generation information but failed to execute documented troubleshooting for a solid red LED, skipping critical steps like LED reference guidance. The call ended with only self-help materials and a product upgrade suggestion, leaving the customer's urgent internet outage unresolved and increasing customer effort. No critical failures (e.g., discourtesy, abandonment) occurred to trigger auto-zero.

V1 Case Analysis

Customer (Autumn Trujilo) reported internet outage and solid red LED on VLP01 router (S/N: 26977708). Agent collected contact/device info but provided no troubleshooting steps. Shifted focus to MX2000 upsell and promised a self-help guide without confirmation. Issue unresolved; no valid closure path established.

Troubleshooting Steps
  • Asked if customer had tried connecting a computer directly to the modem (no step-by-step guidance provided)
  • Collected model and serial number
Key Observations
  • Agent failed to provide concrete troubleshooting steps (power-cycle, cable check, LED interpretation) despite clear symptom (solid red LED)
  • Call shifted to upsell (MX2000) instead of resolving the current outage, which is inappropriate for an active connectivity issue
  • Agent did not confirm customer's email address before promising to send a self-help guide, risking failed delivery
  • No case number was created or mentioned, violating standard case management protocol
  • Agent incorrectly stated modem issues are out of scope — Linksys support includes diagnosing modem-related connectivity problems
Positive Highlights
  • Collected customer name, phone number, email, serial number, and model number accurately
  • Maintained a polite and professional tone throughout the call
  • Identified the correct model (VLP01) after customer provided it
Agent Errors / Gaps
  • Failed to provide step-by-step instructions for testing the modem directly (e.g., disconnect router, connect PC to modem, run speed test)
  • Did not perform basic troubleshooting: no power-cycle sequence, no cable/WAN port check, no LED status verification beyond acknowledging red light
  • Incorrectly implied that modem-related issues are out of scope
  • Shifted focus to upselling an MX2000 instead of fixing the current VLP01 outage
  • Did not confirm the customer's email address before promising to send a self-help guide
  • Did not create or reference a case number
  • Failed to interpret the solid red LED correctly — per KB, solid red on VLP01 indicates 'No internet connection' requiring Path C troubleshooting

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only offered to email a self-help guide and suggested buying a new MX2000; no fix was provided for the red LED issue on VLP01.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked the customer to test directly at the modem (a key diagnostic step) but did not guide them through execution or follow up on results.
R3 Not Met Correct resolution path conf 97%
Agent skipped troubleshooting steps appropriate for the VLP01 (e.g., LED check, firmware, reset) and immediately recommended a new device without assessing warranty or repairability.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (red LED) and asked one relevant diagnostic question (direct modem test), but did not pursue root cause or confirm findings.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use the LED Reference for Intelligent Mesh (led_intelligent_mesh_consumer.md), which explicitly covers the VLP series and provides a specific path for solid red LEDs, instead jumping to a product upgrade.
T3 Met No misinformation conf 94%
Agent correctly identified the VLP01 and accurately described Wi-Fi 5 vs. Wi-Fi 6; no technical inaccuracies were stated.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call flow and collected information but failed to set expectations or structure a troubleshooting path after initial questions.
C2 Partially Met Confirmed understanding conf 90%
Agent used clear language and confirmed details but did not simplify explanations for a novice user struggling with basic networking concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of resolving the issue; instead redirected to self-help and a new purchase without exhausting support options.
O2 Partially Met Proactive follow-through conf 91%
Agent promised to email a self-help guide but provided no timeline or confirmation of delivery, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the lack of advanced troubleshooting attempts.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent expressed polite acknowledgment ('thank you for your patience') but did not explicitly recognize the urgency of a work-from-home interview.
X2 Partially Met Tone & rapport conf 87%
Agent remained professional but did not adjust pace or depth in response to customer confusion about modem connections or device capabilities.
X3 Not Met Overall experience conf 95%
Customer was told to perform self-troubleshooting and research new hardware, increasing effort instead of reducing it through direct support.
Call Transcript18 turns · 20 lines
Speaker 1
Welcome to Lixica. Welcome to Lixica. Thank you. Good morning. Hi Donna. I'm just calling cuz my internet's been out since y's-terday sometime. And I've reset the box and I've unplugged it. I did that yesterday though. I could do it again. I did no- Uh huh. Yes.
00:00
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. [silence] Thank you for calling Linksys technical support. My name is Donna. How may I help you today? [silence] Do you? So your internet connection is unstable, am I correct? Have you tried connecting a computer directly to the modem bypassing the Linksys router to verify if the connection in the modem is stable or not?
00:00
Speaker 1
Uh, no. Um, no, I mean the light was red until I just reset it. Uh, no. No, I have not tried that. I don't know how I would connect a computer to this. Uh, it's been a long time. I have, before, years ago. It's been a long time. Autumn Trujilo. First name is A-U-T-U-M-N. Last name, Trujilo T-R-U-J-I-L-L-O. Yeah, it's my first name, Autumn, A-U-T-U-M-N, J-T as in Thomas, dot one one, at gmail, Yes.
01:00
Speaker 2
Okay. So your email address is A, for alpha. U, for uniform. T, for tango. Uber uniform M, for mama. N, for nano. J, for jar. T, for Tango. Dot one one @email.com. Am I correct? Thank you so much. And the best number to call you back in case we get disconnected is one eight zero one two zero one five one seven nine. Am I right?
02:00
Speaker 1
Are you calling the internet provider? Yes. I don't know. I'm just I'm calling the modem box because it's red and it's not working. It's through my HOA. I don't know. I just pay the HOA. And there's not a model number, but there's a serial number. 26977708.
03:00
Speaker 2
Are you currently based in the United States? Who is your internet service provider? Mm. I see. Hmm. Okay. So you don't know where you're paying your internet service, right? Uh, actually, I see. Okay. I understand. So what is the model number and the serial number of your LanesNet product? You can find that on the label underneath the device. Okay, I may have this wrong number.
03:00
Speaker 1
Yes. There's a MAC address or there's Above that is serial number, which I gave you. Recovery key, password, name.
04:00
Speaker 2
Okay. Let me verify if I got it correctly. This serial number is two, six, zero, one, zero, six, zero, seven, eight, two, three, two, one, seven. Am I correct? Okay. Thank you so much. Let me check the serial number of the product. The system won, moment please. Okay. Uh, I cannot find the model number. Can you double check if you can find a model number underneath the device. And then above that. I'm No.
04:00
Speaker 1
model number. I found it. Model number. Sorry, it's teeny tiny. Um, at the very top. V as in victor, L as in Lucy, P as in Patrick zero one.
05:00
Speaker 2
Can you take a please. Yeah, okay. Oh, I see the problem. Thank you so much. I appreciate it. Please give me another one minute just to check it in the system.
05:00
Speaker 1
Okay. So the the the modem itself is not serviced by your help. Is that what you're telling me? Okay. Okay. And what if that doesn't work? How much is an upgraded device? Mhm. That's okay. Amazon and Best Buy, that's good options. That's fine. Um, and then, can you send me what the newer version of this one is? I don't need anything fancy. I don't need... but I do I do need internet because I just went on an interview for work from home today. So I do need it. [silence]
06:00
Speaker 2
Then email you a self help guide that would guide you on how to troubleshoot the device on your end, okay. So if it doesn't work, the next option is upgrading to a newer model. The price varies depending on your local storage. There are newer lenses models available in Amazon or you may visit your nearest local stores such as Best Buy or what else? Okay. Okay. I like it. Yeah. Yeah, sure. Uh, you can. I can. I see. Okay, I understand.
07:00
Speaker 1
Oh, not that many. I have my PC, which is a dual monitor, but it's just a PC and then, I guess, not all at one time, but I have an iPad, I have a laptop, but I would only be using one device at a time out of those three, and then my phone and a couple of speakers, like little speakers. Not a lot. And not all at one time, ever. Maybe two at a time at the most. Yeah. Yeah, I I wrote down that part and then why is if
08:00
Speaker 2
By the way, how many links is I mean, how many devices are connecting to the network controlled and wirelessly? Yes. Yes. Okay. All right. Thank you so much. All right. Got it. Thank you so much. I would recommend you or any links. This MX 2000 series it is an intelligent mesh device that is already running on Wi-fi 6. Can you write it down MX 2000?
08:00
Speaker 1
[KEEP_UNCERTAIN] o 6 you said so What am I running on now ok? So what am I running on now? oh, okay. And do you know how much for the MX 2000 is okay, okay, okay. Okay, yeah, yeah. That's great. Okay. Yeah. Thank you. Okay. So you'll send me the instructions on how to try to fix it and then I guess that's it. Okay. Any other device? Oh, not not that I know of. Just that I mean, there's three
09:00
Speaker 2
yeah, it's already running on Wi-Fi six. it's the, the one that you currently have is running on Wi-Fi five. it's going yeah, mm-hmm. um we don't have a price on hand. We don't have price list available. However, um, you can check your local store. Thank you so much. Thank you for understanding. Yeah, sure. No problem. Do you still have do you still have other Linksys device that you'd like me to assist you with? Yeah, I they still have anoth another Linksys device that you'd like me to assist you with. Okay.
09:00
Speaker 1
outoms throughout the house, but it would be the same situation, right? Uh-huh. You're welcome. Okay, thank you. [silence] Thanks, uh-huh, you too, bye.
10:00
Speaker 2
Alright, thank you so much. Thank you for your patience today. And thank you for calling with this, once again, my name is Donna. Have a great day, take care. Bye bye.
10:00