V2 Rubric Detail — bb218b6e-68fa-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:42
Duration
26m 49s
Contact
Kevin McMillien
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133494
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN
⚠ 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.
⚠ Auto-Zero applied: Agent produced multiple materially incorrect technical statements (e.g., VLP01 performance claim) and used garbled, non-standard terminology (e.g., 'Thunder password mom'), constituting Discourtesy (C) and Non-Adherence to Protocol under critical failure guidelines.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The issue was resolved as the customer successfully paired the mesh nodes and confirmed readiness. However, the agent failed to provide accurate technical guidance, used confusing and incorrect language, and increased customer effort through poor communication. Despite resolution, multiple critical failures in accuracy and professionalism trigger an auto-zero.

V1 Case Analysis

Customer had trouble adding VLP01 mesh nodes to WHW01 network. Agent collected info but gave no proper pairing guidance. Customer resolved by connecting node directly to modem. Agent incorrectly claimed VLP01 is stronger than WHW01. No warranty check or follow-up.

Troubleshooting Steps
  • Collected customer contact information (name, phone, email).
  • Requested model and serial numbers for parent (WHW01) and child (VLP01) nodes.
  • Asked about ISP and purchase details (Amazon, June 8, 2023).
  • Confirmed node status after customer independently reconnected.
Key Observations
  • Agent failed to provide correct mesh node pairing instructions (Pair Button or 5-Press method) as required by universal_mesh_node_management KB.
  • Agent made materially inaccurate technical claim: 'VLP-01 is much stronger than WHW-01' — contradicts KB and product design principles.
  • Customer resolved issue independently using a non-standard workaround (connecting child node directly to modem), which may cause topology issues.
  • No warranty status check or support eligibility discussion despite collecting serial numbers and purchase date.
  • Agent did not confirm correct topology or node roles after customer's workaround.
Positive Highlights
  • Agent collected complete customer contact information (name, phone, email).
  • Agent collected model and serial numbers for both parent (WHW01) and child (VLP01) nodes.
  • Agent confirmed purchase source and date, which could support warranty lookup if needed.
Agent Errors / Gaps
  • Failed to provide proper node-pairing instructions per KB — no mention of Pair Button or 5-Press method for WHW01 parent node.
  • Provided materially inaccurate technical information: claimed 'VLP-01 is much stronger than WHW-01' — unsupported by KB and contradicts standalone vs. multi-node operation guidance.
  • Allowed customer to use a non-standard workaround (connecting child node directly to modem) without correcting topology or confirming proper mesh setup.
  • Did not verify warranty status or support eligibility despite collecting serial numbers and purchase date.
  • Did not provide self-help resources (e.g., KB article) or follow-up guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms setup success: 'it just said that it's set up I can move them now... I'm good now.' Agent affirms resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about node status and verified online state, but did not initiate structured troubleshooting (e.g., reboot, reset, pairing method) before resolution occurred organically.
R3 Met Correct resolution path conf 90%
No escalation needed; agent appropriately allowed customer to complete self-setup without prematurely closing or misdirecting based on product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (nodes not setting up) and asked about current status, but did not systematically diagnose root cause or ask targeted diagnostic questions.
T2 Met Appropriate tools / resources used conf 90%
No tools required—issue resolved through customer’s own action; agent did not misuse or over-rely on tools unnecessarily.
T3 Not Met No misinformation conf 95%
Agent made factually incorrect claim: 'VLP-01 is much stronger than the WHW01'—VLP01 is a temporary setup node, not a performance-tier device; also produced garbled phrases like 'Thunder password mom'.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced self and collected info, but call flow was disjointed with long silences, abrupt shifts, and poor pacing; regained partial control when confirming resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used some clear terms (e.g., 'child node', 'online'), but communication was frequently confusing (e.g., misnaming devices, garbled phrases); minimal adaptation to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent created a case record, avoided transfer, and took ownership by documenting the interaction for future reference.
O2 Not Met Proactive follow-through conf 90%
No next steps or follow-up plan established; call ended abruptly after resolution without confirming long-term stability or support path.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer effort or frustration; interaction remained transactional despite customer’s repeated attempts to explain setup issues.
X2 Not Met Tone & rapport conf 90%
Agent failed to adapt tone or pace; used confusing language and did not check for understanding, leading to customer confusion and repetition.
X3 Not Met Overall experience conf 95%
Customer repeated serial numbers multiple times due to agent’s poor verification technique and unclear questioning, increasing effort unnecessarily.
Call Transcript25 turns · 25 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 product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
yes hi I'm trying to set up my mesh network but I'm having issues with the additional two that I purchased yes I'm trying to set up the additional uh Linksys uh mesh network nodes and uh they're not setting up uh okay so you're having trouble setting them up um yes
14:00
Speaker 2
Hi, thank you for calling linksys technical support. My name is Dillon. How can I help you today? Hello ma'am. Uh can you hear me? Um sorry sir. Can you repeat that one? Yes. Okay. Now, is it asking to log in using your path or log in local access? Uh okay, so you're having trouble setting up another child node? [silence]
14:00
Speaker 1
I have two that I'm uh adding yes, it's Kevin McMillan. m C M I L L I A N. I L L I A N. yes. My email address is k mac_mno__ two zero one three at yahoo.com.
15:00
Speaker 2
Okay. So you got to child nodes. Oh, okay, sir. Um, before anything else, let me just run some verification with you and then create a quick record here, uh, starting with your full name. I'm sorry, that's MCM. You don't have any, uh, you don't have any skip factor. Okay. So that's Kevin Mcnamara. I think there's a new email. All right. How about your email, address, sir, Kevin? Okay. Can you try to rename your watch account? Have you read the email of your fax? Okay. So that's KMAsa.
15:00
Speaker 1
yes. yes, that's my home number. [silence] you want the the router or the node that's connected? oh, okay. oh, okay. the the main node, the uh, you want the uh, the you said the serial number? yes. okay. the model number oh sorry, I'm trying some light on here so I can see. okay.
16:00
Speaker 2
E 옛 not used cc underscore two O one three seoul.com. Alright, thank you so much for that and let me also verify your phone number. That's 704 696 8117. All right. Got it. Sir. Now, can you provide me the model number and the serial number of your pattern node? Your main router. The main one. The main node, the router, the parent. Yes. Yes, the serial number and the model number. [silence]
16:00
Speaker 1
[KEEP_UNCERTAIN] The. Go away. The. The model number is. W as in whiskey, H is in hotel, W as in whiskey, 01. And the serial number is 25 F as in foxtrot, 11 M as in Mike, 38 A as in alpha, 10120. Yes, that's correct. [silence] Okay. Like I said, had to the first one I'm trying to.
17:00
Speaker 2
Okay, sir. Okay, sir Okay, sir
17:00
Speaker 1
to set up. The serial number on that one is two, six, D is in Delta, one, three, M is in Mike, five, six, C is in Charlie, zero, one one five one. Yeah. Did you get it? what's after 115 just a one yes. All right. That one is.
18:00
Speaker 2
All right, so for the Thunder password mom, that is your login for the Thunder. Sorry, that's 115. Hello, sir. Are you thinking, sir? That's 11 what's what's after 115, sir? Oh, just one. Okay. So let me just repeat that once, sir. It's 26D13M56C01151. All right. So and um, how about uh the other nodes, sir? Okay, all right. So can you tell me what does it show now?
18:00
Speaker 1
That one is two six. D is an Delta. One three. M is a mic. Five, six. C is a Charlie. 01266. Silent. Yes. Silent. Kay. Silent. With the additional two so one, two, three, I'll have five total.
19:00
Speaker 2
Okay, do you have an option there to skip or not now? Okay, let me just repeat again. It's 2 6 D 1 3 M 5 6 C 0 1 2 6 6. Right, got it, sir. Thank you so much for that. And okay. Okay. Let me just check this one here, sir. Okay, just bear with me. Okay. And in total, sir, how many nodes do you have right now? Okay. Five total. Um, I believe uh the model number for the child node you
19:00
Speaker 1
VLP01. You talking a what the name or? VLP01. Yes, it is. Yes. [silence]
20:00
Speaker 2
is a VLP 01. [ silence] yes, in your phone supposed to be. uh the model name I mean the model number there is a three three dot at the top right corner. I see. all right. an option that it should switch into Windows. okay, sir. um just a moment. okay. let me just uh set this one here. March 20, 2019. let me just finish up their record here, sir. Just bear with me. uh what are the choices going to be? and uh by the way, May I know who's your internet service provider?
20:00
Speaker 1
Purchase them a second. they were delivered on the 33rd of June.
22:00
Speaker 2
Okay sir uh by the way sir let me just confirm with you when did you purchase this device this two child nodes
22:00
Speaker 1
the 13th. uh place to order uh let's see if I can pull this up uh I placed the order on June 8th. right. from Amazon. we just need much on there please on the table.
23:00
Speaker 2
Chinese been delivered on the 14th for 13th, but will you place the order? Okay. June 8th. Okay, sir. Thank you so much for that. All right, and may I know sir, where did you purchase this device? Amazon. I'm sorry. Actually, regarding my receipt purchase that. Okay.
23:00
Speaker 1
Yes. Yes they are. So like they're right next to each other. The one that I have hooked up. So the um so I connected the child node the the BLP 01, I connected that with the internet cable to my modem and I just went through everything again and now it's a solid blue. And it says on my phone it says add in your yeah, it says adding your child nose, keep your phone in the setup area. This could take four to six minutes per child nose. So the So it looks like the Victor Lima Papa 01. It's a solid blue right now. So can I take that off and oh and the other one just [silence]
24:00
Speaker 2
all right, sir, so can you tell me what's the status of your child nodes right now? are they near the parent node? I think it's over here. like how far? um, yeah, I had to center. I think that's it. okay. so it's it's already online, sir. okay. okay, so
24:00
Speaker 1
came on line too. The, yeah, the, yeah, yeah, the other thing that came on line too. Okay. Okay. Yeah, I don't know, like I said, I just went through and the only thing I did different was I, I hooked up the, one of the, the child nodes to the actual modem and then I went through the setup again on my um, on my phone and um, okay.
25:00
Speaker 2
Okay, that's good to hear, sir. Uh, okay. Um, they're already online. Yeah, I guess, um... I guess it's already online, sir. Uh, and the child node is already added as well. So, um... So you mean, sir, you configured a new parent node, I believe. Uh-huh. Yeah, cuz... um, technically, sir, uh, the VLP-01 is much stronger than the W-HW-01, I believe. That's why, um... uh, you might have an issue adding the child node with, uh, W.
25:00
Speaker 1
Oh okay. Yeah. Well, okay, yeah, because it just said that it's set up I can move them now. So, I guess I'm good. So, I'm good now. Okay. Perfect. Wonderful. Thank you so much. Okay. That'll work. Thank you. Have a good day. Uh-huh. Bye.
26:00
Speaker 2
h-01. So, technically, yeah, that might be one of the reasons. Yes. Yes, sir. You're good. You're all good now. All right. Okay, sir. You're very much welcome, sir. And I have already created a record of you here. So, in case you reach out to us with an issue, you don't have to repeat yourself. Just tell the representative about your concern. So, just don't hesitate to give us a call back in case you have a problem. is the Wi-Fi name that you have there. Can you try to fix the left corner? There is your to. You too. Have a great day, sir. Thank you for calling Links Ltd. Bye for now.
26:00