V2 Rubric Detail — d78aad54-69ad-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:04
Duration
5m 28s
Contact
Levi Heaton
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133637
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Auto-Zero applied: Avoidance/Evasion (agent avoided all troubleshooting and tool use despite clear issue) and Discourtesy (no empathy, dismissive tone toward frustrated, repeat-contact customer).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed the device was unsupported, and offered no resolution path. Despite clear signs of frustration and repeated contact history, no empathy, escalation, or ownership was demonstrated, resulting in a complete failure to resolve or advance the case.

V1 Case Analysis

Customer reports VLP01 mesh node lost internet despite live WAN; agent misidentified model as BLP01, incorrectly stated support ended in 2025, and advised upgrade without troubleshooting or escalation.

Troubleshooting Steps
  • Incorrectly identified model as BLP01
Key Observations
  • Agent misidentified the model as BLP01 (non-existent) instead of VLP01 at [04:00]
  • Agent incorrectly stated support ended in 2025 — VLP01 is a temporary setup device with no documented end-of-support date
  • No troubleshooting steps performed for a reported WAN connectivity issue (violated universal_isp_modem_diagnostics.md)
  • Failed to acknowledge or address customer frustration despite clear signs (e.g., 'What the fuck are you talking about?' at [00:00])
  • No warranty verification attempted despite discussing support eligibility
  • No escalation path, callback option, or self-help resources offered
  • No HappyFox case created or referenced
Positive Highlights
  • Agent greeted the customer and introduced themselves at [00:00]
  • Agent asked for customer name and attempted to create a record
Agent Errors / Gaps
  • Incorrect model identification (VLP01 → BLP01)
  • Provided factually incorrect support eligibility information (claimed support ended in 2025)
  • Failed to perform any diagnostic troubleshooting for WAN connectivity issue
  • Did not follow angry-customer protocol despite clear frustration
  • Did not verify warranty status or attempt lookup
  • Failed to collect customer contact information accurately (asked for last name twice despite clear spelling)
  • Did not create or reference a support case
  • Provided no escalation path, callback option, or self-help resources

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'we cannot assist with that since the support ended 2025' and offers only to upgrade — no troubleshooting or resolution attempted for the reported issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps provided (e.g., reboot, cable check, LED verification) despite clear symptom of parent node having no internet.
R3 Not Met Correct resolution path conf 96%
Agent declares no support without confirming warranty status or offering best-effort out-of-warranty troubleshooting, which is required per KB.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asks no diagnostic questions (e.g., LED state, ISP signal, physical connections) and jumps directly to unsupported model claim.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., case history lookup, remote diagnostics, admin UI) — agent only reads model number and gives blanket response.
T3 Not Met No misinformation conf 94%
Agent incorrectly states support ended in 2025 and no help available, contradicting KB that out-of-warranty devices receive best-effort support.
Communication
C1 Not Met Clear & professional language conf 96%
Agent fails to frame the call, set expectations, or guide interaction — remains passive and reactive throughout.
C2 Not Met Confirmed understanding conf 95%
Agent mispronounces model (‘BLP zero one’), uses no adaptation for angry customer, and provides no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent does not take ownership — immediately deflects with ‘cannot assist’ and suggests purchasing new hardware.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up offered beyond vague suggestion to upgrade.
O3 Not Met Closure confirmation conf 95%
Agent ignores customer’s statement of 5–6 prior calls and does not reference any case history or continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Customer expresses frustration and history of repeated failures, yet agent makes no escalation attempt despite clear triggers.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent shows no empathy, offers no apology for prior failures, and remains indifferent to customer’s anger and effort.
X2 Not Met Tone & rapport conf 97%
Agent maintains flat, procedural tone despite customer’s profanity and visible distress, failing to adapt communication style.
X3 Not Met Overall experience conf 96%
Customer repeats serial, model, and history multiple times; agent does not consolidate or reduce redundant effort.
Call Transcript8 turns · 10 lines
Speaker 1
What the fuck are you talking about? God damn it, man. What's up, Charles? Your automated service is horrible, man. I mean, it's horrible. They hung up on me twice. I mean, the third time, it just kept talking. just,
00:00
Speaker 2
[silence] welcome to Linksys support to ensure quality service, your call may be monitored. [silence] for in-warranty products, our support team is available to help with performance and hardware issues. [silence] register your product by visiting register.Linksys.com. [silence] please have your device serial number ready. [silence] for assistance, [silence] press one now. [silence] for out of warranty products, paid support may be available, depending on your issue. [silence] to hear more about your service options, press two. Please have your device's serial number and contact information ready. [silence] if unavailable, kindly call back later. [silence] for out of warranty product, paid support option may be available. [silence] Thank you for calling. My name's Charles. How can I help you?
00:00
Speaker 1
Kept saying the same thing over and over and over, no matter what I did. I ended up just pushing like every single button a hundred times and then it transferred me. Hey man, I don't remember going through all this. I've called before and I don't remember having to go through all that. So I may not have called the correct link number for my Linksys Mesh system, a BLAP. Can you guys handle that? Um, yesterday it just stopped working. I got my um, I got the internet company to come out here and they said I've got internet to the end of the wire that's plugged into the mother node and the mother node, so I have internet on that wire. It's plugged into the mother node, but the mother node doesn't have internet. And that just happened yesterday. I've had it for like three, four years. have you guys I've I've called the number before and they helped me hey, me. They helped me program it, set it all up, set up all the, uh, what are they, child modes. I've had to call up a couple of times, two or three times because for some reason every so often they just lose their programming and they don't communicate anymore. Is that you? Did I call it right? Serial number 26 Delta one one 26 Delta one 0 6 0 6 8 14888. I don't have a model number. Oh, model number, uh, VL P 0 1. I should have a record, man. Like I said, this is probably the fifth or sixth time I've called. My name is Levi Heaton, L-E-V-I-H-E-A-T-O-N. W-H-E-A-T-O-N. [silence] Thank you.
01:00
Speaker 2
Got it. What is your first name and last name so I can create a record for you? What's your last name again? Well, I'm checking the details of this model number. Can you tell me what have you done? So,
03:00
Speaker 1
Sorry, I unplug my, I unplug my router and the parent node. I mean it just happened yesterday. So yesterday I didn't do anything. I thought it was my internet. I called my internet guy. He came out here this morning. He said the internet's fine. It's your mess system. So then I called you. Mm. Oh. Oh. Oh. Put what does it means. Oh. What does it mean you guys like sent out an update or something and it doesn't get updated anymore? Is that what you're saying?
04:00
Speaker 2
Alright. So, I check the model number right here. This BLP zero one. Unfortunately we no longer support this one. It ended 2025. So there's no support for this model number.
04:00
Speaker 1
So they're probably so they're no good anymore. I have to get new ones. Is that what you're saying? Okay. Okay. Okay. All right, man, thanks.
05:00
Speaker 2
it's best to upgrade to a new router. Yeah. But you can probably make use of that to just do some troubleshooting. However, we cannot assist with that since the support ended 2025. All right. Thank you. Nothing else.
05:00