V2 Rubric Detail — c9216fe8-6f5a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:25
Duration
6m 47s
Contact
Darnell Shepperd
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication1.25/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall44.5% (-13.5)

V2 Grader Summary

The agent correctly assessed warranty status and provided technically accurate guidance using the valid 5-press method for MX-series nodes. However, no active troubleshooting was conducted, critical tools were unused, and the customer experience suffered due to poor communication, lack of empathy, and unexplained silences. The issue remained unresolved, resulting in a failure to meet core resolution and technical engagement standards.

V1 Case Analysis

Customer unable to add a purple-lit child node to Velop mesh. Agent misidentified model as MX321, assumed out of warranty, offered paid support, and advised 5-press pairing without verifying parent node status or outcome.

Troubleshooting Steps
  • Collected serial number (50D10M25C08369) and attempted model identification.
  • Confirmed node is in setup mode (purple LED).
  • Offered 5-press pairing method per Velop KB.
Key Observations
  • Agent incorrectly identified the model as 'MX 321' [02:00], which is not a valid Linksys model; serial number suggests MX5500.
  • Agent assumed out-of-warranty status solely based on lack of receipt without attempting warranty lookup.
  • No verification of parent node status (must be solid blue) before recommending 5-press method.
  • Call ended without confirming whether the node successfully paired or changed LED state.
Positive Highlights
  • Correctly interpreted the solid purple LED as indicating setup mode requiring pairing [01:00].
  • Provided accurate 5-press pairing instructions applicable to Velop MX series nodes.
  • Offered to email a KB article for self-help, supporting customer autonomy.
  • Collected customer contact information (name, email) for follow-up.
Agent Errors / Gaps
  • Incorrectly identified product model as 'MX 321' [02:00], which does not exist; valid models include MX5300, MX5500, MX6200.
  • Assumed out-of-warranty status without performing a warranty lookup or confirming purchase date.
  • Did not verify the parent node was online (solid blue) before advising the 5-press pairing method.
  • Failed to confirm the outcome of the troubleshooting step (node still purple or now solid blue).
  • Did not correct or clarify the model number when customer provided serial, missing opportunity to identify correct product.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent an article and suggested the 5-press method but did not confirm resolution or guide the customer through execution; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 93%
No meaningful troubleshooting steps performed (e.g., reboot, check parent node status, verify WAN connection); jumped to self-help without diagnostics.
R3 Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status due to missing receipt and offered paid support as a valid path, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified purple LED as setup mode but did not ask key diagnostic questions (e.g., parent node status, prior pairing attempts).
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., remote access, web UI check, speed test) despite opportunity to verify node status or network topology.
T3 Met No misinformation conf 88%
5-press method is valid for MX-series mesh nodes without a dedicated Pair button; guidance was technically accurate per KB documentation.
Communication
C1 Not Met Clear & professional language conf 88%
Frequent unexplained silences, no clear agenda, abrupt transitions, and lack of call control throughout the interaction.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but failed to confirm understanding or adapt to customer’s confusion and fragmented responses.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and attempted resolution via article and guidance.
O2 Partially Met Proactive follow-through conf 85%
Promised to email an article but gave no timeline or follow-up commitment; next steps were incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate—issue was within L1 scope and could be resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; agent ignored customer frustration and did not acknowledge difficulty with device registration.
X2 Not Met Tone & rapport conf 85%
Failed to match customer’s pace or clarify confusion; multiple silences suggest disengagement.
X3 Not Met Overall experience conf 88%
Customer repeated serial/model info; agent did not reduce effort by performing actions like checking warranty status proactively.
Call Transcript12 turns · 13 lines
Speaker 1
Hi, I'm calling about one of my uh, my notes. Is uh, is not uh, registered. It's not on.
00:00
Speaker 2
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.linksuss.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service, 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. Hi, thank you for calling Linksys. My name is Rachel and how may I assist you today? [silence]
00:00
Speaker 1
correct, it's correct, uh, it was a purple, I just unplugged it, it was purple, uh, one second, one second, uh, uh, uh, uh, uh, uh, wow, the serial number is five zero, uh, oh, I got to hold on one second, [silence]
01:00
Speaker 2
you mean it's not connecting to the other nodes? May I know what's the light on top of this child node? purple means it's on setup mode, so it needs to be added back. to properly address you with your child node, may I have its serial number found at the bottom? Okay.
01:00
Speaker 1
50D10 M2 5 C zero 8 3 6 9. Yes. It was called before. Uh, 6 0 9, 3, 32 0 2 3 8.
02:00
Speaker 2
okay. All right, thank you. And the model number showing at the bottom is it MX 321? All right, thank you. And is this your first time calling Lynx? All right. May I have your phone number so that I can pull up your record here? All right, thank you. Let me check that for you.
02:00
Speaker 1
[ silence ] [ silence ] yes [ silence ] yes uh probably probably yeah [ silence ] Oh yeah
03:00
Speaker 2
a phone number just for a moment. right, I've got a record here and I believe I'm speaking to Darnell Shepard, correct? All right, and let me verify your email is Nell, so that's n-e-l-l.32 at yahoo.com. and how long have you been using your links called nodes? Like how many years already? like um a year or more than one year. Okay, because um with your links model, it has three years hardware warranty and three years free of technical support. Do you have the receipt for your nodes so that I can update the warranty here in case in the future you will be needing the warranty.
03:00
Speaker 1
I don't have a receipt. No, I don't. Not on hand, no. Where? Uh I believe it was at uh Best Buy. [silence]
04:00
Speaker 2
We can easily check the warranty of your node. [silence] Do you still have the receipt? [silence] May I know where did you purchase your Linksys nodes? Yes. [silence] Best Buy. [silence] All right then. [silence] It's noted on this. [silence] And to set your expectations, Darnel with your Linksys nodes we may consider it out of warranty since it has no receipt. [silence] And for troubleshooting and adding the child you know this is a different method. [silence] If you wish us to walk you through here over the phone. [silence] We do have this paid support that will cost $15 for out of warranty devices. [silence] It's non-refundable technical support for one hour. [silence] If we determine your device is defective or unable to resolve your issue, no refund or replacement will be given. [silence] If we determine your device is defective or unable to resolve or issue, no refund or replacement will be given.
04:00
Speaker 1
No, because is it a way that you could check and see if I purchased you through you guys? Okay, yeah, I have to look for.
05:00
Speaker 2
[silence] Unfortunately, we only have your record with the serial number and your name, your email and the phone number. However, the receipt, we don't have the record here and we're unable to check it using the serial number. So we may need the actual receipt so that we can update the receipt. If you have the receipt, the start date for the warranty, then the date of your purchase based on the receipt. I can send an email. If you have the receipt, a copy of it, you can reply attach with that receipt. And for now, I can provide you an article guide instead on how to add, Do the child node using the five press method. Make sure the child node, for the meantime, it's near to the main parent node. And by the way, how many nodes do you have? Right. So during the set up process, make sure it's near to the main parent node. I'm sure you'll be able to add this. Just follow the article guide that I'm going to provide you to your email, okay? All right. And anything else for your Linksys device? You're most welcome. This is once again, Rekal. Thank you for calling Linksys and have a wonderful day. [ silence ]
05:00