V2 Rubric Detail — d7ece568-68e1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:44
Duration
7m 20s
Contact
Steven Scarpenter
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133443
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall65.1% (+9.1)

V2 Grader Summary

The agent correctly handled the out-of-warranty status by offering best-effort email instructions and a paid support option, demonstrating proper ownership and communication. However, no actual troubleshooting was conducted, and the issue remained unresolved due to lack of diagnostic engagement. The absence of any technical investigation results in an Unresolved outcome despite accurate information and professional conduct.

V1 Case Analysis

Customer unable to re-pair child node to legacy Velop mesh. Warranty expired 2022. Agent offered paid support first, then emailed instructions after decline. No model number confirmed.

Troubleshooting Steps
  • Collected serial numbers (garbled and inconsistent).
  • Confirmed warranty had expired in 2022.
  • Mentioned 5-press pairing method and local web UI access without guiding the customer.
Key Observations
  • Agent never obtained a clear product model number despite multiple customer-provided serials and references to multiple routers.
  • Warranty status was used to gate free support, but no model-specific guidance was provided even though the 5-press method is valid for most Velop models.
  • Agent offered paid support ($15) before delivering any free troubleshooting steps, violating support-first protocol.
Positive Highlights
  • Accurately identified the product as a legacy Velop mesh system and correctly stated that the Linksys app would not work for it.
  • Correctly mentioned the 5-press pairing method and local web UI access as valid alternatives.
  • Collected accurate customer contact information (name, email, ISP) and confirmed email delivery of instructions.
Agent Errors / Gaps
  • Did not verify or ask for the exact mesh model number before discussing support options, despite multiple customer-provided serials and references to multiple routers.
  • Offered paid support ($15) before delivering any free troubleshooting steps, violating the KB's guidance to provide safe basic triage first.
  • Failed to walk the customer through the 5-press pairing process, even though it is a standard, KB-backed method for Velop mesh systems without a Pair button.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered to send email instructions; no confirmation that the child node was added or issue resolved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent did not perform any diagnostic steps (no questions about node status, no troubleshooting sequence).
R3 Met Correct resolution path conf 92%
Agent identified out-of-warranty status, offered a best-effort email guide and a paid-support option, which is the correct path for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No symptom clarification or root-cause analysis was performed; agent jumped to warranty discussion without assessing the actual issue.
T2 Met Appropriate tools / resources used conf 88%
Agent used internal system to verify warranty dates and serial numbers, which is the appropriate tool for this scenario.
T3 Met No misinformation conf 96%
All technical statements (legacy unit not supported by app, warranty dates, email-instruction option) were accurate.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations (email will be sent within five minutes), kept the call on track, and did not lose control.
C2 Met Confirmed understanding conf 88%
Agent used plain language, repeated serial numbers for confirmation, and avoided unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case, did not transfer, and offered concrete next steps (email instructions or paid support).
O2 Met Proactive follow-through conf 93%
Agent gave a clear next step and timeline: 'wait five minutes max' for the email.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous and professional throughout the call.
X2 Met Tone & rapport conf 88%
Agent matched the customer's pace, repeated information for clarity, and kept the dialogue engaged.
X3 Partially Met Overall experience conf 85%
Agent asked the customer to repeat serial numbers multiple times, creating some unnecessary repetition, but later offered an email solution to reduce further effort.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] [silence] Hey, May, I was just I was trying to get help setting up uh resetting up these linkages.
00:00
Speaker 2
Welcome 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.linksys.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 options, press 2. 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. Thank you for calling Nessus. This is May, how can I help you? [silence]
00:00
Speaker 1
Develop. develop uh routers, Wi-Fi extenders? Yeah, I already tried the app. Yeah. Because I already tried to, you know, use the app and it didn't work for some reason. Uh-huh. Sure, one second. Um, okay, zero number is 25, F is in Frank. 106. 0 3 8. 5 8 8 3 4. Do you get that part of the question?
01:00
Speaker 2
uh huh mhm okay, what's the serial number, let me just check first, [silence] Okay. And just to let you know, by the way, this the mesh that you're calling for is one of our legacy units, which we don't manufacture anymore. But it's entitled for three years warranty. So if it's still in warranty, I can go ahead and help you how to paired the child node back. By the way, the Lynx's app will not work for this model number, because that's the reason why you cannot [silence]
01:00
Speaker 1
Sorry. Sorry, I have- sorry, I have a- sorry, quick, quick question. I have three routers. One of them I purchased more recently. I think like, I think the last one I purchased like a year and a half ago. Let me see this one. Yeah, I think I purchased this. Let me see. This one's different. I think, I think this is the newer one. Let me get it to you. Is it?
02:00
Speaker 2
Net at it. You should uh, proceed. I mean, you should do the other uh, way around to add the child node back. We have five press method and we also have the local access uh, method. Uh, it's just that when I check it here, it shows that the warranty already ended year 2022. To had this router for that long. But uh, we have I can help you via email. I can um. Uh, you can give me the serial number for me to check.
02:00
Speaker 1
25 F F is in Frank 13, M is in Mary 51 C is in Charlie 11 11 4 4 8 Okay, great. Okay. I do have one more router but um two of them I purchased to [silence]
03:00
Speaker 2
25 F for Frank, uh 13 M for Mike, five one Charlie, one one four four eight. Correct. Okay. Um it shows here it was purchased year 2022, but I can waive this one as long as you can provide a receipt or any proof of purchase. I will then set the warranty start date based on the receipt's um date of purchase. Can you still pull up the receipt?
03:00
Speaker 1
[KEEP_UNCERTAIN] and the other one I purchased later. I don't know. Maybe it's this one. Okay. Well, my last one, $25. 10 60 78 5 8 9 35. That's my meter. Maybe you're gonna need it. Right. Mhm. Yeah. Yeah. This is it. Mhm. Mhm. Okay. Okay. And then we got the code here. Okay. Okay.
04:00
Speaker 2
OK. Okay, that's 25 Frank 10603858 935. Okay, let me confirm this one. This one is, I think this is the bundled up product with the, uh the parent node that you've first provided. It shows the same warranty start date. It ended year 2022. I can help you via email. I can send instructions via email, which that, um that that's the instruction on how you can add a child node back. We also have other option, our page [silence] [sound of clicking and tapping] Wait a minute. I just want to try random code checking if this is existing as well. This one is [silence] still okay? I know we can find on wines asking you the startup node, which is 491-992-839. Validate this one. [silence] Okay. Okay. Okay. Okay. How old is inherited. Still [silence] yeah. Okay. Confirm. Okay. [silence] Customer service will be slower today. [sound of clicking and tapping] [silence] Okay. Thank you. Bye.
04:00
Speaker 1
OK, okay. Um, yeah, are the instructions you email me, are they fairly simple? Um, OK. Thank you. I am. ask you to oh sorry um oh I can't I can't tell I'm sorry. Sorry. [silence] I'm sorry. [silence]
05:00
Speaker 2
[silence] I can help you right now if you are going to pay for $15.00, but that there's just one time that will last 60 minutes or one hour to be specific. I can help you to add a chill node back. If you don't want to proceed with that, I can just send you an email instead which contains a troubleshooting instruction. [silence] It's simple and if it works, then it's good. If it didn't, then that means that the child node is already defective. You can try email first and if everything did not work, you can still call. It
05:00
Speaker 1
Sure. Let me try the email instructions first, and if not, I'll call you back. But uh, yes. Yeah. Uh uh. Steven Carpenter. Who's the internet server provider? uh, Cloro. Cloro, CEO, mm-hmm. uh-huh. Yeah, we're down in the United States right now. That shouldn't matter, right? Yes. Okay.
06:00
Speaker 2
We're open up until 11:00 p.m. Eastern time and if, uh, yeah, if you want to avail our paid con, uh, option. Okay. Is this still your active email? It's carpenter1965@gmail.com. Okay. What's your first and last name? Just to complete your request. Yes. Okay. And who is your Internet service provider? Uh-huh. Claro. C-L-A-R-O. Okay. Yeah, that's okay. This is just for ticket purposes so that I can send you an email.
06:00
Speaker 1
Okay, that'll be great. We'll give that a try. You too, thank you. Bye, bye.
07:00
Speaker 2
And just wait for five minutes max. I'll send it to your email address. Alright? Okay. Okay. Alright. Thank you again for calling, Steve. Bye for now. Hmm. You're welcome. Bye bye.
07:00