V2 Rubric Detail — cf84af6a-6e85-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:00
Duration
8m 39s
Contact
Michel Vayas
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134358
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_No internet wired and wireless.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall43.9% (-12.1)

V2 Grader Summary

The agent correctly identified the VLP01 as end-of-life and provided factually accurate information, but failed to perform even basic troubleshooting steps expected for best-effort OOW support. While ownership was demonstrated and no escalation was needed, the lack of diagnostic action and incomplete next-step communication left the issue unresolved with minimal progress.

V1 Case Analysis

Customer reported no internet on VLP01. Agent incorrectly stated device is out of support, offered article, and suggested testing ISP box directly. No diagnostics performed.

Troubleshooting Steps
  • Asked for serial number and model.
  • Inquired about router LED status and Ethernet connection.
  • Confirmed ISP is optical fiber (Optus).
Key Observations
  • Agent incorrectly stated the VLP01 reached end of support on August 9, 2025 — this date is not listed in the KB and is factually incorrect.
  • No verification of warranty status via system lookup; agent fabricated an unsupported claim about end-of-life.
  • Email address was misheard and incorrectly transcribed (e.g., 'Noelle' vs 'Noli', 'axalmanagement.com' vs possible 'axel').
  • No case number was created or documented.
  • Agent did not perform basic internet connectivity diagnostics such as power cycling or checking WAN status.
  • The VLP01 is not a consumer product with a defined support lifecycle, making the agent's warranty statement doubly inaccurate.
Positive Highlights
  • Agent asked for serial number and model number.
  • Attempted to collect customer contact information.
  • Offered to send a self-help article to the customer.
Agent Errors / Gaps
  • Incorrect statement that the VLP01 is no longer supported as of August 9, 2025 — this date is not listed in the KB and is factually false.
  • Failure to verify warranty status via system lookup or acknowledge that the VLP01 is a temporary setup node, not a consumer product eligible for support.
  • Did not collect or confirm a valid email address — customer's name and email were repeatedly misheard and misspelled.
  • Did not perform standard internet-connectivity diagnostics (e.g., power cycle, check modem connection, verify DHCP).
  • No case number was created or documented in the transcript.
  • Provided a fabricated end-of-support date, which is a serious accuracy and protocol violation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the device is end-of-life and no longer supported, offered only an article guide without resolving the connectivity issue.
R2 Not Met Diagnostic thoroughness conf 93%
Agent asked only basic questions (ISP, Ethernet) but skipped essential troubleshooting like power-cycle, reset, or checking LED status.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified end-of-life status and offered a setup guide, but did not attempt best-effort steps like factory reset or manual setup despite OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified 'no internet' and asked about ISP and physical connection, but failed to investigate further (e.g., LED pattern, DHCP, or signal flow).
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (e.g., remote access, router status check, ping test) were used; relied solely on verbal input despite a diagnosable issue.
T3 Met No misinformation conf 97%
All technical statements (end-of-life status, lack of support, suggestion to test upstream) are factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic call flow but failed to set clear expectations about limited support due to EOL status early in the call.
C2 Partially Met Confirmed understanding conf 80%
Agent used standard terminology and adapted slightly by confirming spelling, but did not simplify explanations or confirm understanding of next steps.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned the case end-to-end, did not transfer, and attempted to assist by offering a setup guide despite EOL status.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (email guide, test internet box directly) but did not specify when the email would arrive or offer follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the EOL status and non-critical nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not acknowledge customer frustration or express empathy for the connectivity issue.
X2 Partially Met Tone & rapport conf 80%
Agent repeated requests for name/email spelling causing friction, but otherwise matched the customer’s pace and kept engagement.
X3 Partially Met Overall experience conf 82%
Customer had to repeat personal details multiple times, but agent did reduce effort by offering to email instructions instead of requiring real-time execution.
Call Transcript16 turns · 17 lines
Speaker 1
You sure, you can be here, here. Thank you, two, for the already here. for-you. Hi, I'm calling because, um, I am unable to connect to my internet. I've already tried troubleshooting it a few different ways. um, so I wasTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
00:00
Speaker 2
Welcome to Linksys for 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. Please have your device, your device. 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 the SCE. My name is Rachel, and how may I assist you today?
00:00
Speaker 1
Right. It is... [silence] the serial number is 2-6-0-1... 0606821561. [silence] sorry, what was that? Oh, I see. Uh-2-4-F-5-A-2 uh...
01:00
Speaker 2
All right. Thank you for that. Thanks. The serial number of your linksys router so that I can assist you properly. Please check it in your network. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right, thank you. And the model number showing at the bottom may have it as well. The model number showing at the bottom. Uh-huh. I think that's the MAC address. How about [silence]
01:00
Speaker 1
Yeah, that's VLP 01. Yes. My name is Noli Baez. My legal name is Nola. Is that another thing? Do you need that name? Uh, look up, uh, I think her name is Michelle. Uh, give me one second, please.
02:00
Speaker 2
All right, Logan. Thank you for contacting assistant. How can I help you today? Yeah, thank you. All right. Thank you and is this your first time calling Linksys? Let me create a record here, before we further to proceed. Check your router. May I have your first name and last name? Yes, please. And then email address registered here. Okay, no problem.
02:00
Speaker 1
Oh, I'm sorry. His name is actually, yeah, it's Michel Baissant. I can spell it out for you. I don't know his email, but I have a full name. Yep. So, it's M-I-C-H-E-L. And then last name is B-A-Y-A-N. Okay. Okay. You could do My email is
03:00
Speaker 2
[silence] Yes, please. May have the uh spelling, the correct spelling. [silence] All right. Um, I need an email address. So how about an email address just for um, creating a record here to associate on your Linksys router?
03:00
Speaker 1
noely. N as in Nancy. O-E L-Y. So it's N as in Nancy. B. Or I'm sorry, actually you can do. Sorry, my name is complicated so I was like noely at. Axel management.com. Axel is AXAL and then management.com. Noely N as in Nancy. O-E as in elephant L-Y. [silence]
04:00
Speaker 2
Uh-huh. Okay. Uh-huh. Uh-huh. Management.com. Just to make sure I got correctly the first word before the domain, your first name is Noelle. So that's November Oscar Uniform Lima Echo. Is that correct? Uh-huh. Uh-huh. Okay. Uh-huh. All right. Thank you.
04:00
Speaker 1
[silence]
05:00
Speaker 2
checking the warranty and support of your links is device. Let me continue, ask questions. Right now, what's the color light showing on top of your links is router? To the bottom of this router. It could be that this router is on setup mode and needs to have a properly reset and reconfigure. And just to make sure is this router is connected via Ethernet cable going to on internet box, right? May know who's your internet service provider? [silence]
05:00
Speaker 1
Uh M. M. Up optical fiber is the provider. It's a op... opti... opt... calc... correct. Um, I'm not sure because I'm not the owner of the place but I'm sure they've been using it for for years.
06:00
Speaker 2
I'm sorry, what was that again? Optus. Optical fiber. All right. Thank you. And since you're out of showing around, just to confirm, you only have one Linksys router, right? And how long you've been using this router, like how many years for ready? I see. Okay, got it. But for the reset and reconfiguration, just to set your expectations, in regards with the warranty and support of your linksys router, upon double checking it here, it actually reached end of life, meaning, linksys no longer manufactured this device and at the same time, it reaches already end of support last august 9th, 2025, meaning we no longer provide technical support for this model number over the phone, over here, over the phone, but as courtesy, how about this, you can try setting up this router and use another method on how to set it up, I can send you an article guide where you can follow the instructions. If after that method and the router still shows no internet, I would suggest as well to check your internet box by connecting a computer wired directly to it, because the internet is dependent from the internet box. [silence]
06:00
Speaker 1
Okay. um okay, perfect. No. Thank you. Bye-bye.
08:00
Speaker 2
So like bypassing the link sys router and double check the main source of internet. But for now you can try set it up using a different method that I'm going to send to your email and follow that guide. Okay? All right. And is there anything else? Other questions and confirmation with this? All right. This is once again Raquel, thank you for calling Noelle and have a wonderful night. Welcome.
08:00