V2 Rubric Detail — d77378a4-8182-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:57
Duration
9m 14s
Contact
732-252-4014
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137579
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall27.1% (-52.9)

V2 Grader Summary

The agent correctly identified the VLP01 as end-of-support (T3) but failed to provide any diagnostic troubleshooting or best-effort support as required by the OOW standard (R3, R2, R1). No logical diagnostic process was applied (T1), and no tools were used (T2), resulting in an unresolved case with avoidable customer effort. Communication lacked adaptation (C2, X2, X3) and ownership (O1, O2), though the agent maintained politeness and correctly declined escalation (E1).

V1 Case Analysis

Customer reported a VLP01 child node showing solid red light and offline. Agent confirmed device is end-of-support and offered to email a troubleshooting guide to Sharma1982@gmail.com.

Troubleshooting Steps
  • Confirmed model number (VLP01)
  • Identified device as end-of-support (EOS)
  • Explained support limitations due to EOS status
  • Offered to email a troubleshooting guide as self-help
Key Observations
  • Agent correctly identified VLP01 as end-of-support and followed KB guidance for EOS products.
  • Agent referenced customer contact details from the system, indicating CRM visibility.
  • Agent used inconsistent gender address (sir/ma'am), which may cause minor confusion but does not impede support.
  • Call was efficient with no unnecessary steps or delays.
Positive Highlights
  • Technical advice was fully accurate and aligned with KB guidance for EOS products.
  • Agent followed the correct EOS support path by declining live troubleshooting and offering a self-help guide.
  • Communicated support limitations clearly and professionally without overpromising.
  • Efficient call handling with no unnecessary steps or loops.
Agent Errors / Gaps
  • Did not verbally confirm the customer's email address before committing to send the guide.
  • Did not request or record the serial number, which is standard practice for hardware-fault cases even when EOS.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-support and offered only a self-help guide; no resolution, RMA, or troubleshooting path was executed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent did not ask about restart attempts, LED behavior, or network topology before citing EOL status.
R3 Not Met Correct resolution path conf 96%
Agent cited end-of-support as reason to stop helping without attempting best-effort troubleshooting (e.g., factory reset, pairing check), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent skipped diagnostic process entirely—no questions about symptoms, timing, or prior fixes; jumped straight to product lifecycle status.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not access admin UI, check node status, or verify connectivity—tools that could confirm issue or guide next steps were not used.
T3 Met No misinformation conf 93%
Agent correctly stated VLP01 is end-of-support and no longer receives firmware updates or active support.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structured transitions; agent repeated 'sir/ma’am' and gave minimal guidance without acknowledging customer confusion.
C2 Not Met Confirmed understanding conf 93%
Agent misgendered customer ('ma’am') and used scripted language without adapting to customer confusion or verifying understanding, despite visible frustration (kids interrupting, model number repetition).
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent remained on the call and offered to email a guide, but did not attempt any fix or take responsibility for resolving the red light issue.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending a guide via email but did not specify when or confirm receipt, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly determined escalation was not warranted—device is end-of-support and no internal L2 path exists.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized ('I'm really sorry') but failed to acknowledge customer frustration or repeated effort—empathy was generic, not personalized, despite customer's visible confusion and interruptions.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s visible confusion (repeating model number, kids interrupting); maintained rigid, scripted tone without checking comprehension or adjusting pace.
X3 Not Met Overall experience conf 93%
Customer had to repeat model number; agent did not use available info efficiently (e.g., failed to verify model before declaring EOL) and added friction by requesting email/phone unnecessarily.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line four assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys technical support. This is Ruby. How can I assist you today?
00:00
Speaker 1
This message has been transcribed. One more. Hello? Yeah. Oh, yes ma'am. So I do have a Linksys Wi-Fi mesh system. I can tell you the the serial number and the you know, the model number. So one of them it's showing offline. I don't know why. I tried to restart it. I tried to you know, turn it off, turn it on, but it's still showing me the red light. Oh, I'm sorry. Say that again. I.
05:00
Speaker 2
uh, yes, hi, sir. This is [SILENCE] from Linksys technical support. How can I assist you? The red light. How many Linksys router do you have, sir? How many routers do you have?
05:00
Speaker 1
the modem next to the modem and one upstairs yeah yes yes yeah one second one second one second uh the model number is V Victor L Laurie P Peter then zero one or O one Oh no Yeah one second man let me take a picture of it because it's um you know very small letters I can't read it properly and I have my kids that's enough.
06:00
Speaker 2
the one upstairs the child node is not working with a solid red light and it has the same model okay what's the model number of that red uh with a red light sir what's the model and serial number BLP01
06:00
Speaker 1
Okay, ma'am, so- the model number is V V I T O R- L- R E then P P E T E R Z E R O one? You want the serial number? Okay. [silence] [silence]
07:00
Speaker 2
Yes sir. VLP01. Let me check the serial number. Stand a line. [silence] only the model. No worries. Let me check this on the system. Yes sir. So based on [silence] the serial number, this node already belong to the end of support. And I want to be upfront with you right away. This model has been on support for. Model has reached the end of support because, of course, this is in the end of support already. So it's no longer receiving firmware updates or active fixes or technical support, sir. So what I can do here is to ask for your email address and send you the troubleshooting guide to your email address where you can follow, sir. Yes, sir. I'm really sorry. This belongs to the end of support already. Uh, by the way, sir, is your phone number 7322 524014? Is this under Google or Sharma 1982@ gmail.com? Is this your email under? Oh, okay. So, for this one, sir, okay. So, since this is, um, this belongs to the end of support, sir. So, I am really sorry that I cannot provide a technical support to you, but I can send you the
07:00
Speaker 1
okay, maam, thank you, okay bye
09:00
Speaker 2
the article guide instead to your email since you have your email here.
09:00