⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent evaded responsibility by declaring the model unsupported without attempting best-effort troubleshooting required for out-of-warranty devices, violating OOW standard.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to resolve the issue, skipped systematic troubleshooting, and incorrectly claimed the model was unsupported while referencing a non-existent 'Vypr modem app.' Despite maintaining call control, the agent showed no empathy, repeated ineffective steps, and evaded responsibility—triggering an auto-zero for Avoidance/Evasion.
V1 Case Analysis
Customer reports second Velop node (VL-P5) stays red after power outage. Agent incorrectly stated model is discontinued and unsupported via phone, advised 20-second reset, and referenced non-existent 'Vypr modem app'. No valid troubleshooting path provided.
Troubleshooting Steps
Asked for confirmation of node LED status.
Advised a 20-second factory reset on the child node.
Suggested using the 'Vypr modem app' to re-add the node.
Incorrectly informed customer that the VL-P5 model is discontinued and not eligible for phone support.
Key Observations
Agent failed to collect or verify the product serial number and did not confirm model details beyond customer mention of VL-P5.
Agent incorrectly claimed the VL-P5 model is discontinued and not eligible for phone support — this is false; all models are eligible for support regardless of age or warranty status.
Agent recommended the 'Vypr modem app', which does not exist for Velop node pairing — correct method is the Linksys app or web interface.
No verification step was performed after the reset instruction to confirm node status or progress.
Factory reset duration advised (20 seconds) exceeds the documented 10–15 second range for Velop nodes, potentially causing confusion.
Positive Highlights
Agent greeted the customer politely and confirmed the customer's name and email address.
Correctly identified the need for a factory reset on the child node as a troubleshooting step.
Agent Errors / Gaps
Failed to obtain product serial number and verify model details.
Provided materially false information that the VL-P5 is discontinued and ineligible for phone support.
Directed customer to use the non-existent 'Vypr modem app' for node pairing.
Advised a 20-second factory reset, exceeding the documented 10–15 second range for Velop nodes.
Did not follow standard Velop node recovery procedure as per KB.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 97%
Agent declared the model discontinued and offered no resolution beyond a factory reset the customer already attempted, leaving the core issue (child node not connecting) unresolved.
R2Not MetDiagnostic thoroughnessconf 96%
Agent skipped essential troubleshooting steps like checking cable connections, power-cycling the modem, verifying WAN status, or testing signal strength, jumping straight to reset and unsupported model claim.
R3Not MetCorrect resolution pathconf 95%
Despite the model being out of warranty, agent failed to provide best-effort troubleshooting (e.g., cable check, firmware update, pairing method) as required—instead dismissing the case solely due to product status.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 93%
Agent identified the symptom (child node turning red) and asked about the LED state, but did not ask diagnostic questions about cables, modem status, or prior changes, failing to determine root cause.
No tools were used—agent did not guide customer to access router UI, check DHCP client list, or run a speed test, nor attempted remote diagnostics despite their appropriateness.
T3Not MetNo misinformationconf 94%
Agent incorrectly stated the VL-P5 is unsupported and referred to a 'Vypr modem app'—a non-existent or confused reference (likely meant 'Linksys app'); this is materially inaccurate guidance.
Communication
C1MetClear & professional languageconf 96%
Agent introduced themselves, confirmed customer identity, set expectations, and maintained control of the conversation flow without being derailed.
C2Partially MetConfirmed understandingconf 89%
Agent used unclear terminology ('Vypr modem app') without verifying understanding and did not adapt language to confirm comprehension, though tone remained professional.
Customer Ownership
O1MetOwnership & empathyconf 95%
Agent did not transfer the call and attempted to provide a resolution path (reset and app use), taking ownership despite limitations.
O2Partially MetProactive follow-throughconf 91%
Agent provided next steps (20-second reset, use app) but gave no timeline for success or follow-up plan, leaving customer without clear expectations.
O3Partially MetClosure confirmationconf 87%
Agent acknowledged prior similar issue but did not reference any case history or prior resolution method, missing continuity opportunity.
No escalation was performed and none was warranted based on the information provided in the call.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 94%
Agent failed to acknowledge customer’s frustration or repeated contact history; no empathetic statements were made despite clear signs of dissatisfaction.
X2Not MetTone & rapportconf 92%
Agent maintained a rigid, scripted tone and did not adjust pace or style to match customer’s urgency or irritation, leading to disengagement.
X3Not MetOverall experienceconf 93%
Customer had already performed multiple resets; agent repeated this step without offering new actions, increasing effort rather than reducing it.
Call Transcript8 turns · 9 lines
Speaker 1
yes now I called this number the last time the same thing happened uh
00:00
Speaker 2
Welcome to Links' 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 about your service options, press two. Please have your device serial number and contact information ready if unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Van. I'm going to help you today.
00:00
Speaker 1
[ silence ] I don't think it's under warranty either. I just uh but anyway, I didn't know if you the person talk to 'em. We had a power thing all the power went out. Everything's back on but my second node does not will not and cannot I've reset it and reset it. Can't get it to turn blue. [ silence ] red but my main node is blue. Right now the second node is and if I hit the reset it turns blue for a second but then eventually it turns red. We had the exact same issue couple of months ago. I don't know what the person on the other end did, but my main node is blue. Second node I cannot get it to engage. [ silence ]
01:00
Speaker 2
mhm, and right now what's the light on it? mhm
01:00
Speaker 1
[silence] That's me. That is me. [silence] That is correct also. [silence] Uh yes, I have been using the Lynx's app. Yes. [silence] Okay. [silence]
02:00
Speaker 2
All right. Uh just to confirm. Am I speaking with through Murphy Foy? And the email address is Murphy, underscore photo, at yahoo.com. Thank you so much. Just to also confirm. Are you using the Lynksis app? All right. Thank you so much. All right. Thank you so much for waiting, through Murphy. So, in terms of the current problem, I do have to set your expectations that since child node cannot add again to the system, you need to perform a factory reset on it. By
02:00
Speaker 1
Well yeah, I did everything and like I said, I, for some reason, I hit that reset button. You said it had to be for 20 seconds. Uh-huh. Now, is that the just the node or the whole system?
03:00
Speaker 2
Holding the reset button for 20 seconds on that child node only. And to add it back to your mesh system, you need the Vypr modem app, so it can guide you properly to add it back up as a working child node. Yes. However, upon double checking your RN as well, based on the current serial number and with the model, which is the VL-P5. I will have to set expectations that this specific model is unfortunately no longer being supported by Linksys. This is already been considered as a discontinued model and no longer associated with any troubleshooting or guidance through the phone. No, discontinued model simply means it's no longer eligible for assistance through the phone. The device still works, but assistance is no longer available. You can still try to you can still try to manually troubleshoot it since all available troubleshooting guides is completely free of access on support linksys.com. [silence]