V2 Rubric Detail — bc278110-6eab-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:32
Duration
7m 17s
Contact
Jim Pautler
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134392
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp5.00/5
Overall46.2% (-17.8)

V2 Grader Summary

The agent accurately identified the VLP01 as end-of-support but failed to perform any troubleshooting or provide best-effort assistance, resulting in no resolution. Despite polite and clear communication, the lack of diagnostic effort and actionable guidance leaves the issue unresolved. Policy requires support for out-of-warranty devices through troubleshooting, which was not followed.

V1 Case Analysis

Customer reported both VLP01 routers offline after ISP modem replacement. Agent confirmed device is end-of-support and advised upgrade. No troubleshooting performed. Customer accepted recommendation.

Troubleshooting Steps
  • Collected model and serial number
  • Checked support eligibility / end-of-support status
Key Observations
  • Agent correctly identified VLP01 as end-of-support per KB and accurately communicated support ineligibility.
  • No basic WAN troubleshooting was performed (e.g., verify modem activation, check WAN cable, power cycle) despite the issue being a common post-modem-replacement scenario.
  • Agent misheard and incorrectly recorded customer name (PATAgro instead of Potler) and email (Jim.Yl@m.gmail.com instead of Jim.Potler@gmail.com), indicating poor listening or note-taking.
  • Communication lacked empathy and active confirmation; agent repeated 'yes sir' excessively without addressing customer confusion or frustration.
Positive Highlights
  • Accurately captured model number (VLP01) and serial number (26D11M3CA00463) from customer spelling.
  • Correctly identified and communicated that the VLP01 is end-of-support and no longer eligible for technical assistance.
  • Provided a clear next-step recommendation to upgrade to a supported Linksys device.
Agent Errors / Gaps
  • Failed to perform standard initial troubleshooting for WAN connectivity issues after modem replacement (per universal_double_nat.md and ax_maxstream_wifi_connectivity.md).
  • Did not verify modem activation or WAN cable connection, which are critical first steps for post-modem-swap internet loss.
  • Misheard and incorrectly recorded customer name and email, leading to inaccurate case documentation.
  • Provided no self-help steps (e.g., power cycle modem/router, check cable) before declaring no support available, despite these being safe and basic actions.
  • Used repetitive and non-empathetic responses ('yes sir', 'okay sir') without acknowledging customer frustration or clarifying understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the device is 'end of support' and offered no resolution beyond purchasing a new device, leaving the connectivity issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were attempted (e.g., checking LED status, power cycling, WAN connection) despite the customer describing a clear failure scenario.
R3 Not Met Correct resolution path conf 95%
Agent dismissed the case solely due to end-of-support status without attempting best-effort troubleshooting (e.g., basic setup, firmware, reset), which is required for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms, ask diagnostic questions about modem status or router LEDs, or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., internal warranty lookup beyond status, guidance from KB on modem compatibility) were used to assess or resolve the issue, despite the need for diagnostic clarity.
T3 Met No misinformation conf 95%
Agent correctly identified the VLP01 as end-of-support, which aligns with Linksys product lifecycle policies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control and collected information but failed to set expectations or structure the interaction around problem-solving.
C2 Met Confirmed understanding conf 90%
Agent used simple language, avoided jargon, and adapted tone to match the customer’s calm demeanor.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent owned the case without transfer but did not attempt resolution, only recommending replacement without exploring options.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested buying a new device but provided no follow-up, timeline, or actionable support path beyond that.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly determined that escalation was not warranted due to the device being end-of-support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed sincere apologies and remained courteous and professional throughout the interaction.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace and tone, maintaining engagement without causing confusion.
X3 Met Overall experience conf 90%
Agent collected necessary information without unnecessary repetition and did not create avoidable steps for the customer.
Call Transcript15 turns · 15 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 products, paid support may be available, depending on your issue. To hear more, 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. Yes, thank you for calling Linksys. This is, how can I assist you today? [silence]
00:00
Speaker 1
My name is Jim Potler, and I am trying to get my routers to connect to my new modem. I have two, two routers. The first one that's connected directly to the modem was working. The other one, I was trying to get connected, and the second one wouldn't get connected, and now the first one that's connected directly to the modem is not getting connected as well. So I was hoping you could be able to assist me. Okay. Plateau P L A T E A U.
01:00
Speaker 2
yes sir but let me check first okay what's happening right there you mentioned that you have a new modem and who is that internet service provider can you spell it okay so since you mentioned that you are trying to set up this router to the new modem so this is a new internet service
01:00
Speaker 1
No, it's not a new, um, internet provider. It's the same internet provider I've had for years. It's just their, uh, their modem went out, so they came in and replaced it today. Yesterday. Yep, it sure is. No, it's not. Sure, it's 575-495-0314. Okay, thank you.
02:00
Speaker 2
Okay. Oh, I see, a new modem. And, is the modem activated? Is it working? Okay. Okay. And before we proceed to check, sir, may I ask you, if this is your first time calling Linux's technical support? Okay, can I have your phone number so I can and pull up the record? So okay, so [575 495 0314 Let me check if I still can see or pull up an account. There's no account under this phone number. Sir, maybe it's been a while since your last interaction with us. So, [silence]
02:00
Speaker 1
Jim J. M. last name is papa, alpha, uniform, tango, Lima, Echo, Romeo. It's, Same.first name dot last name, 09 at gmail.com [silence] [silence] [silence] [silence]
03:00
Speaker 2
Let me just gather some of your information to create your case. Sure. So I have your best contact number, what's the first name? Okay. So that's Jaqinda. Mike, how about the last name? Okay, so it's PATAgro. And how about your email address? Mm-hm. Okay. So it's Jim. Jim.Yl@ m.gmail.com. And you mentioned that you have three Linksters device. So those three Linksters there has the same model number.
03:00
Speaker 1
i actually only have two um and so yes they should have the same model number um i have um the serial number i've got the name password let me see here model number yes so it's it's it's VLP 01 so Victor Lima Papa yep so Victor Lima Papa 01 The serial number yes it's two six Delta 1 1 Mike 3 Charlie Alpha 0 0 4 6 3correct.
04:00
Speaker 2
Mm-hmm. Mm-hmm. VLP. Okay. Okay. Let me check this model, sir. And how about the serial number? Let me repeat. So, 26D11M3CA00463. Okay. And still online. Let me
04:00
Speaker 1
Okay. These, oh, I would probably say for the last three plus years. [silence] Okay.
05:00
Speaker 2
Check this real number sir, and while waiting, K how long have you been using this link VL P01 Mm-hmm Mm-hmm Okay, so let me just check Thank you. Okay, thank you for patiently waiting sir. So upon checking it here, Sir, I am really sorry to inform you that this device belongs to the end of support already. So there's really no more support on this one.
05:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. That. That will work. So you're just saying pretty much it's the end of life. It's. It's too old for support. Okay. Okay. Okay. Yes, ma'am. I definitely can do that. I'll hit Walmart tomorrow and get some new ones. I appreciate you.
06:00
Speaker 2
Sir. Yes, sir. Just hit on the end of support? Yes, sir. So am really sorry that I cannot provide the technical support anymore, sir, since there's no more support on this one. It's different when the device is end of life, but since it's end of support, Mmm. Yes, sir. Yes, sir. Yes, sir. There's no more support. Aside that it's out of warranty, it belongs to the end of support. Yes, sir. So, it's okay to you that I will be advising or recommending you to upgrade your Linksys device to a much more latest that we have now, sir. Your your your your. Welcome, sir. And then once you have the new Linksys device, sir,
06:00
Speaker 1
Okay. Thank you so much. All right. You too. All right. Bye-bye. [silence]
07:00
Speaker 2
OK. Ever welcome. Sure. You have a nice day, then. Bye, sir. Bye, sir.
07:00