V2 Rubric Detail — a743ba52-6113-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:20
Duration
7m 48s
Contact
Eliot Rubin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132158
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.71/5
Escalation5.00/5
Customer Exp0.00/5
Overall15.9% (-40.1)

V2 Grader Summary

The agent failed to resolve the customer’s core issue — accessing the mesh router due to missing admin password — and provided no meaningful troubleshooting. Despite out-of-warranty status, best-effort support was expected but not delivered, and communication was scripted and unempathetic, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports three Velop mesh nodes stuck on solid red after reset; agent confirmed out of warranty, referenced prior email, advised grouping nodes, but provided no troubleshooting steps or admin password. No resolution achieved.

Troubleshooting Steps
  • Agent asked if email with guidelines had been received (no verification).
  • Agent advised to gather nodes together near the parent.
  • Agent clarified difference between Wi‑Fi password and router admin password.
Key Observations
  • Agent never collected product model or serial number.
  • Agent repeatedly referenced an email without confirming the customer could access it.
  • Customer was not guided through a proper reset/pairing flow (e.g., 5‑press or pair button).
  • Agent showed limited empathy and repeated the same explanation multiple times.
Positive Highlights
  • Agent correctly distinguished Wi‑Fi password from router admin password.
Agent Errors / Gaps
  • Missing model/serial collection and warranty verification.
  • No concrete troubleshooting steps for red‑light mesh nodes.
  • Repeated generic script without confirming customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer asked for router admin password and guidance on accessing setup; agent failed to resolve either, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provided no troubleshooting steps, only directed customer to follow an email and support site without verifying symptoms or attempting diagnosis.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent offered no best-effort troubleshooting (e.g., factory reset, access method, default credentials) and incorrectly claimed admin password isn't on device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no diagnostic questions, did not identify root cause (e.g., red LEDs, access failure), and skipped logical symptom analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote session, admin UI guidance, firmware check); agent relied solely on directing to email despite needing real-time support.
T3 Partially Met No misinformation conf 94%
Agent correctly distinguished Wi-Fi password from admin password but incorrectly stated admin password is not on device label — it often is (as 'Router Password' or 'Admin Password').
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, frame the interaction, or maintain control; conversation was reactive and lacked structure.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive, scripted responses without adapting to customer’s frustration or confirming understanding of key concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deferred to prior email and support site without taking ownership; no attempt to resolve the immediate access issue.
O2 Partially Met Proactive follow-through conf 91%
Agent advised to follow email and visit support site, but gave no timeline, follow-up commitment, or ownership of outcome.
O3 Not Met Closure confirmation conf 95%
Agent ignored customer’s mention of prior contact and technician email, re-asking for context already implied.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was warranted — issue was basic setup/access that should be resolvable at L1; agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, failed to acknowledge customer frustration or repeated effort, and remained transactional.
X2 Not Met Tone & rapport conf 96%
Agent maintained a rigid, unresponsive tone despite customer’s anger and confusion, failing to adapt pace or style.
X3 Not Met Overall experience conf 95%
Customer repeated the same question multiple times due to unclear answers; agent added effort by not resolving core access issue.
Call Transcript12 turns · 14 lines
Speaker 1
I'll come soon. I don't understand why no one helps me. I have to do everything. The core project. Look I'm a project. No, that's not the same. Cue. Where's the mesh device? Where's the mesh tower? So I don't need that for. I need the this and the power for. I pulled one out, the other one I see the pack. Okay, here. There, please, here. Bring me the power cord, Daniel. [silence]
00:00
Speaker 2
Press 8. If your Linksys product is no longer under warranty and you are experiencing issues, paid support is available for as minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support. Linksys.com. You can also connect with other users for tips and guidance at Reddit.com/r/linksys. Thank you for calling, Linksys. This is Ice. [silence] How can I help you? I see. Let me check first. [silence] you called before are using the same number, is your name um Elliot Robin
01:00
Speaker 1
No, I do not, not the one that was going to be sent to me a minute ago. I got other emails earlier today from the first technician, but today. Correct. complete Yes. It's because my Wi-Fi was on and I don't have Wi-Fi. Let me try again. Yeah, you're right. It was because my Wi-Fi was on. Okay, so I'm going to follow the instructions. Uh, I just need to know before I jump and start doing this. I I have three mesh devices. None of them are working. I've tried bringing them in and resetting them. They all stay red, always red.
03:00
Speaker 2
So, you didn't receive the email? Uh, check or refresh refresh your email because uh, the previous agent has already sent the email. Uh, try to refresh your email. Uh, if it's not on your inbox, check your spam or junk. All right. Okay. So.
03:00
Speaker 1
they they they go to red at the end after going through blue blinks everything I've reset them gone into set up mode. It's always read. Is that normal? Or is that correct? I have to do this Mac thing whatever that's called. OK so so if I understand the first guideline is go on the computer and type in that IP address correct?
04:00
Speaker 2
Mhm. Okay. Uh if you have done the reset, then uh if you have done the reset properly as was instructed an, I think, you just need to follow proceed with the instructional guide that was sent to you and you will have your mesh get back online and connected. Just follow the guidelines, uh sent to you. Yes. So just follow the guidelines, uh I'd love to assist you but since your product
04:00
Speaker 1
Right? Yes. Thank you very much. OK One last question, do I need to have all three mesh devices powered and next to the parent so that it can be all done at the same time or it's not necessarily. [silence]
05:00
Speaker 2
It is already out of warranty. The only thing we we can do is to send you the email. And since email has already sent to you, you have already received it. So, just follow the guidelines. Hmm. If you still have anymore you're welcome. If you still have any more concern, you can go to our support site linksupport.linksys.com and try using our Linksys AI agent or support tool. Uh because because that will provide you some assistance. Okay? [silence] Yes, you need uh since it's a mesh system, you need to gather them all in one place. Preferably next uh your client node should be placed near or beside your parent node. And power on. Okay?
05:00
Speaker 1
Okay, very good, I'll do that, but they won't be connected to ethernet, just powered on. And then right now when I did type it in, just one last question, it says Accessvelup and it's asking for the router password. That's the number I'll find on the bottom of the mesh unit, right? The password on the bottom of the mesh? No, no, no, no, no. It says Accessvelup, router password. I don't have, I have a modem from my internet provider. Mesh is the router. Right. Just my last question.
06:00
Speaker 2
All right. No, the password on your router is a Wi-Fi password. It's different from your router password. Just off. All right. So, as I've mentioned to you, sir, the password in your router is a Wi-Fi password. And since it's asking for a router password, it's not the password on your router. And I'd love to assist you, but as I've mentioned, your product is already out of warranty. I could not give you much further assistance with your Wi-Fi.
06:00
Speaker 1
Please stop answering my question, I promise you. It's asking me for a router password. I'm... What was the answer? Just repeat the answer. I know. I... It's not asking me for... It's not asking me for... It's asking me for the router password. What is my router password? Is it on the bottom of the match? It's on the bottom of the mesh, right? Okay. Got it. It's on the bottom of the match. Got it. Okay, thank you. Bye. Goodbye.
07:00
Speaker 2
Yes, and I've already answered you. I've already answered you. Your Wi-Fi password is not your router password. Your Wi-Fi password is only the thing you use to connect to your Wi-Fi. Your router password is the thing you used mm-hmm. Right. Right as I've told you. As I've told you, your router password is not your Wi-Fi password. It's not at the bottom of your router. You're welcome. Bye. [silence]
07:00