V2 Rubric Detail — b7b4b394-6b01-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 10:37
Duration
20m 22s
Contact
Paul Hilton
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133884
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Replacement Concerns_MBE7000
⚠ 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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp0.00/5
Overall33.5% (+13.5)

V2 Grader Summary

The agent failed to leverage the existing LTS ticket, did not reference prior troubleshooting, and offered only a generic reset with no ownership or empathy. Despite a long-standing hardware issue across multiple nodes, no escalation was initiated, and the customer was left with unresolved demands for a refund. The interaction lacked technical depth, continuity, and customer-centricity, resulting in an unresolved outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer requested a refund/replacement due to non-functioning nodes; agent only instructed a factory reset and 24–48 hour observation without confirming resolution or offering RMA, escalation, or valid closure.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model/serial numbers and referenced LED behavior, but did not guide customer through power cycle, firmware check, or network topology verification — key steps for mesh stability issues.
R3 Partially Met Correct resolution path conf 80%
Agent followed policy requiring troubleshooting before refund, but failed to verify warranty status via ticket lookup or confirm if device was in-warranty; best-effort path unclear.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (nodes dropping) and asked about LED state and prior resets, but did not probe root cause factors like backhaul type, interference, or ISP issues.
T2 Not Met Appropriate tools / resources used conf 90%
Agent had LTS ticket number (LTS 00132738) but did not access prior chat history or use it to inform troubleshooting — missed opportunity to leverage existing case data.
T3 Met No misinformation conf 95%
Instructions to perform factory reset and observe 24–48 hours align with standard procedure for recurring mesh instability; no technical inaccuracies stated.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent placed call on hold without clear framing of why or what would be checked; transitions were abrupt, and interaction lacked structured progression.
C2 Partially Met Confirmed understanding conf 75%
Used plain language but failed to adapt to customer’s frustration or check understanding after complex instructions like extended observation period.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent remained on case and did not transfer, but did not commit to follow-up action or take ownership beyond directing customer to self-troubleshoot.
O2 Partially Met Proactive follow-through conf 80%
Provided next step (factory reset and 24–48 hour observation), but no timeline for agent follow-up or callback was established.
O3 Not Met Closure confirmation conf 95%
Customer referenced prior chat with Leo Joseph and ticket number, but agent never reviewed or referenced prior case details or steps already performed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Customer had already performed factory resets and long-term use; issue persisted over years — warranted escalation to engineering or warranty team, but none initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s history of repeated failures, prior efforts, or emotional fatigue; responses were transactional and lacked empathy.
X2 Not Met Tone & rapport conf 90%
Maintained monotonous, scripted tone despite customer’s irritation and confusion; failed to adjust pace or engagement level.
X3 Not Met Overall experience conf 95%
Customer repeated ticket number, model, and serial details; agent placed on hold without handling any verification steps on their end.
Call Transcript32 turns · 33 lines
Speaker 1
Welcome to link support. Hi, my name is Paul Hilton. I spoke to one of your colleagues last week and they suggested that I ring back to do some troubleshooting on a couple of, uh, links and uh velop pro 7 nodes, um, that have um been a problem. Um, I have a ticket number, which I think should include uh in the information there. A letter that I sent in um a couple of weeks back. Um, the ticket number is 132.
00:00
Speaker 2
Welcome to linksus support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksus. My name is Ven, and I'll help you today.
00:00
Speaker 1
seven three eight. Yep. Say that again, sorry. Say that. Oh, sorry. Uh, okay. Um, I have got, um, another number there at the top of the email from him, uh, which is hash LTS 00132738.
01:00
Speaker 2
1-32738. [silence] We just received a ticket number. We just want to verify what's the complete ticket number. Does it start with LTS?
01:00
Speaker 1
[KEEP_UNCERTAIN] yes you are. Hilton, yes, you're. Oh, yes, that's correct. That's correct. It was a chat line on that occasion. Yeah. sorry, can you see the information on the,the the transcript of the chat? Hello. Hello. Looking into what, sorry? Okay.
02:00
Speaker 2
[silence] Am I speaking with Paul Paul Hilton? Thank you so much. I believe you haven't called us yet, but rather spoke with our chat support. What seems to be the issue in terms on the chat as well? [silence] We're currently looking into it. Yes, once again, we're currently looking into it. into your chat conversation. Once again, what seems to be the main issue regarding about the earlier chat with our[silence]
02:00
Speaker 1
Sorry. I don't understand what you're asking me there. Do you mean what's the issue with the nodes or do I have a problem with the chat support, which was a guy called Leo Joseph, um he suggested that I ring back and speak to you to arrange some troubleshooting. I two velop nodes. Um if you read back through the transcript, you'll see that I've been using velop nodes of various generations over many years. I've never had a decent uh wi-fi system in the house. Um best with the pro sevens um but at the wi-fi would just drop off uh multiple times a day. [silence]
03:00
Speaker 2
Yes. No. What's the current issue regarding to your initial conversation with the chat support? Mm-hmm. Mm-hmm. <unk> I'll follow up as well.
03:00
Speaker 1
Sometimes we might get as long as 24 hours of a continuous signal, uh, but they would just drop off. Um, and they got to the point, uh, well, I had, I had a chat, not a chat, a long conversation with one of your colleagues. I think the last time of several, uh, would have been September last year. Um, when we did a complete factory reset on all of the nodes in the network. Um, I can't remember how many were in the network at that stage, it would either have been six or eight, I think. Um, reset them all. And we did have a working system for a short period of time after that. Um, but essentially, uh, recently, they have dropped off more and more frequently, um, and, uh, to my mind, the nodes have all died. I have returned, sorry, all of the nodes, well, most of the nodes were purchased from Amazon. and I've returned them to Amazon. Amazon have accepted the issue, even though the nodes have been purchased on different times over the last almost two years now. they have refunded six of the eight nodes in the system. Two of them were purchased by a third-party seller through Amazon. and I gather the financial system there is different. And the third-party seller said that it was Linksys's responsibility to deal with this, not theirs, which is why I came through on the chatline. Sorry, does any of that make any sense? Sorry.
04:00
Speaker 2
And currently, what's the light? Uh-huh. Just to clarify, just to currently clarify. Do you still wish to proceed?
05:00
Speaker 1
personally i don't i want to know what you're going to do about these two nodes that i have that are non-functioning but your colleague said that before you would do anything you would want to do some troubleshooting personally i don't because i'm not using them as of a month ago i've replaced them with an alternative sorry say that again none of them are working um the others i've had refunded already um i can provide those for you if you just give me a second the um uh the model number is mb 7000 [silence]
06:00
Speaker 2
I see. Can you provide us the serial number and the model number of the two units that's not functioning? Can you provide us both the serial number and the model number of the two notes that's not working? Mm-hmm.
06:00
Speaker 1
these are actually in a pack of two, so it's MBE 7002. And the serial numbers of these two are 59A10m2AD07552. And the second one is 59A10m2AD08523. What, sorry, when I initially tried,
07:00
Speaker 2
All right, [silence] thank you so much. When you initially tried troubleshooting the unit, as you mentioned, you've already did it [silence]
07:00
Speaker 1
Not initially. But a complete factory reset was done. I think it was in September, last year with one of your colleagues. But I had them for a while before that. [silence] [silence] There have been solid white. Sorry. Um, we're, we're talking about a, a problem that has gone on over a number of years with several different generations of the these devices. Um, so it is a little [silence]
08:00
Speaker 2
uh once again when you initially tried to troubleshoot with the MBE 7,000, you did a complete factory reset and reconfiguration as well. Thank you so much. Before the current trouble has also started, did the light on the MBE 7,000 turned solid white as well?
08:00
Speaker 1
bit difficult for for me to remember the exact sequence and the exact sequence of LEDs. Um, but um, when we did the complete factory reset, they were solid white, yes. But most recently, they've been solid red. Yeah, sure. Sorry, do I have a record of the current firmware? Uh, I don't have a record of the current firmware, but they they have been updated. Well, they have updated automatically whenever there's been a new firmware, so I think they have the latest firmware.
09:00
Speaker 2
Thank you so much. All right, let me quickly double check everything on my end. Would that be okay? Lastly, uh as you mentioned, you're not currently using them. Do you still have a record to what's the current firmware of the unit as well? And yes, the firmware of the MBE. [silence]
09:00
Speaker 1
um, okay, I won't do fine, that well tell me. It'll probably troubleshooting router settings, so it may not give me anything. [silence] Uhm. No, afraid it probably won't help much.
10:00
Speaker 2
Alright. Alright. Thank you so much for that one. And
10:00
Speaker 1
Won't give me the current firm firmware on the, on the app, because it's, um, it's not finding the, uh, settings. um, so I can't, I can't tell you the firmware and number, I'm afraid. Yes, uh, personally, I would prefer to have a refund because I'm not using links this any more. Um, so, um, another word. uh, having two, uh, working links this, uh, nodes, uh, would be a lot of use to me anyway, although I may be able to sell them on, I guess. Um, although I may be able to sell them on, I guess. Um, so, um, my preference would for refund. But, um, uh, obviously, that's your decision to take, not mine. Okay, shut, shut. Mhm.
11:00
Speaker 2
no worries there thank you so much just to clarify you're currently looking for either a replacement or a possible refund is that correct thank you so much for that one we'll we'll currently double check it here on our end I'll just put the call on hold for three to five minutes would that be okay with you thank you so much [silence]
11:00
Speaker 1
Okay. Well, they sorry just just to interrupt you for a second. These two nodes were purchased through a third-party seller who sells on Amazon. I don't really understand this system. I must say. I thought I bought them from Amazon, but they were bought from a third-party seller. Amazon
15:00
Speaker 2
[silence]
15:00
Speaker 1
I have written to the third party seller and they have replied saying that linksys should deal with this. [silence] They weren't they weren't I'm sorry I've I've I've been through all this already. Yeah, okay. I get that. That's why I that's why I rang up today. [silence]
16:00
Speaker 2
[silence]
16:00
Speaker 1
I've already been through that process, sorry. I've been to Amazon. Amazon say it must go to the third party seller. The third party seller say it must go to lynxys. OK, all right. OK. Let me inform you I have taken those steps already. Sorry, are you still there? That's absolutely fine.
17:00
Speaker 2
you mentioned can reach an agreement and if they also do have that agreement where they can accept the product. Nope. Once again uh once again, we're just simply informing you. We're not telling you what you need to do. Yes, but once again you still uh this are the only two options where if either Amazon and the third party uh seller can reach an agreement where they can accept the product, you can get a direct refund directly from Amazon. However, on Linksys once again, if you do need um I'm sorry if the refund is done directly from Linksys. For this MBE 7000s, all troubleshooting steps needs to be done on the MBE 7000 before we can declare it either refundable or if else not.
17:00
Speaker 1
So let's go ahead with the troubleshooting steps. Okay. Um, are you going to talk me through that now? Okay. Um, I'm not quite sure what you mean by that. Um, how am I going to observe them for 24 hours if they're doing nothing?
18:00
Speaker 2
All right. For the MTP 7000, you need to perform a complete factory reset, first, even though as you mentioned, you've already performed them on numerous occasions. It still needs to be done for us to be able to document it properly. Yes. After all the troubleshooting that we have done so far, as you mentioned this kind of specific issue keeps on happening, like, every now and then for quite a while now as well. You still need to observe it for at the minimum 24 to 48 hours for any kind of improvement. For example, we're already done with the troubleshooting that needs to be done for now for all exhausted possible troubleshooting for the unit.
18:00
Speaker 1
It's not going to be possible for me to set them up into a network. Uh, I can I can plug them in, um and I can connect them to my ISP router, um but, um, but I can't set them up as a complete network, at least I don't think I can. But you talk me through what I need to do, if it takes 24 hours. Okay, I can do that. Um, Okay, just give me a second. Sorry, say that again. Who is the internet service provider? Um it's.
19:00
Speaker 2
24 to 48 hours if you're still dealing with that same issue. The repeated loss of the backdoor, the mesh network where it keeps on collapsing and the note that keeps on stuck in the stable booty phase. Yeah. Mhm. All right. For now, please turn on one of the MBE 7000 and connect it to the modem. Who's your internet service provider as well? Who's your internet service provider? [silence]
19:00