V2 Rubric Detail — d8698e0e-65c3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:32
Duration
7m 15s
Contact
Kelli Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133144
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_No wireless internet
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to perform any troubleshooting and dismissed the issue as unsupported despite customer's request for help and prior contact.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent declared the VLP01 end-of-support and refused to troubleshoot, offering only an AI tool with no actionable steps. No diagnostic process was followed, no ownership taken, and the customer’s frustration was unacknowledged. This constitutes a complete failure to provide support, resulting in an unresolved outcome due to evasion of responsibility.

V1 Case Analysis

Customer unable to connect VLP01 mesh Wi-Fi to internet. Agent incorrectly stated device is end-of-life, provided no troubleshooting, and directed to AI tool. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model (VLP01).
  • Confirmed ISP (Optimum) and customer contact details.
  • Asked about LED color (blue) and connected devices (none).
Key Observations
  • Agent incorrectly claimed the VLP01 is end-of-life and unsupported, which contradicts Linksys KB (VLP01 is eligible for limited support and firmware updates).
  • No actual troubleshooting steps were performed despite the issue being a common mesh connectivity failure (e.g., no reset, no app check, no pairing guidance).
  • Customer was left without a clear path forward; no escalation, callback, or self-help article was offered beyond a generic AI tool.
  • Agent collected basic customer and product information, including serial number, model, ISP, and contact details, which supports case documentation.
Positive Highlights
  • Agent collected the serial number, model (VLP01), ISP (Optimum), and full customer contact details (name, phone, email), which supports case tracking and follow-up.
  • Agent confirmed the LED color (blue) and verified no devices were connected, showing some attempt to gather diagnostic data.
Agent Errors / Gaps
  • Incorrectly stated the VLP01 is end-of-life and no longer supported, which is factually inaccurate per Linksys KB (transcript [05:00]).
  • Failed to perform any standard troubleshooting for mesh connectivity (no reset, no app login check, no pairing procedure) despite the issue being within scope of basic support.
  • Did not verify whether the customer could access the Linksys app or web UI before declaring no support possible.
  • Did not offer any self-help path (e.g., KB article, email with steps, chatbot) after customer declined AI tool and expressed frustration.
  • Misrepresented company policy by implying no human support is available for out-of-warranty devices, which violates paid support/warranty guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the VLP01 is end-of-support and 'could not walk you through' any settings, offering no resolution path beyond an AI tool.
R2 Not Met Diagnostic thoroughness conf 97%
After minimal questioning (model, ISP), agent immediately declared device unsupported without attempting troubleshooting steps like reboot or factory reset.
R3 Not Met Correct resolution path conf 96%
Agent dismissed case due to end-of-support status instead of providing best-effort troubleshooting expected for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent cited vague 'severe disorientation due to excessive error' without identifying actual symptoms or conducting diagnostic questioning.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, logs, remote session) were used to assess the VLP01’s status despite the connectivity issue requiring investigation.
T3 Not Met No misinformation conf 93%
Agent incorrectly claimed VLP01 receives no technical support or software updates — contradicted by KBs that provide setup guidance for VLP01.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, lost control when challenged, and offered no structured plan for resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used scripted language and did not adapt tone or terminology to customer’s frustration or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused ownership by stating they could not assist and directed customer solely to an AI tool with no follow-through.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or commitments were provided; only a generic suggestion to use the AI tool.
O3 Not Met Closure confirmation conf 95%
Customer mentioned prior contact but agent did not reference any history or avoid re-asking information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Customer expressed frustration and requested human help, but agent failed to escalate despite clear dissatisfaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, responded dismissively to customer’s frustration, and failed to acknowledge repeated effort.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, non-adaptive tone despite customer’s anger and confusion, leading to disengagement.
X3 Not Met Overall experience conf 94%
Customer had to repeat personal details and problem description while agent offered no shortcuts or agent-side actions.
Call Transcript15 turns · 15 lines
Speaker 1
Okay. I'm calling for support for the Linksys, see if I can get them to, fix it on help me through with it. Yes, ma'am. I'm having an issue getting my mesh Wi-Fi system to connect to my router.
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, please have your device's 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 your issue. [silence] Thank you for calling Linksys. This is Carly. How may I help you?
00:00
Speaker 1
It was working previously. I've called y'all before. The serial number you said? Two six D one one M three one B zero one nine zero one nine seven four.
01:00
Speaker 2
Before me or first time to setup?
01:00
Speaker 1
Yes ma'am. Think VLP 10. This is 1. Optimum, 87081495373. Kelly. Harrison Harrison 314 I'm at.
02:00
Speaker 2
[KEEP_UNCERTAIN] I might, can you give me the model number of this router? Okay, how many nodes do you have meant? Yes. Uh and who is the internet service provider? Okay, can I have also your phone number? uh and how about your first name and last name? That's Harris. Rison. Okay, how about your email address.
02:00
Speaker 1
5 at gmail.com, R-A-A-I-S-O-N. Yes, H-A-R-R-I-S-O-N. Yes, ma'am. Yeah, my Internet's working, I just can't get it to connect to my my best systems. It previously was working. Blue Blue
03:00
Speaker 2
again your last name is H-A-R-R-I-S-O-N. It's Harrison right? So the email address then will be K-HARRIS0N-515@gmail.com okay and your problem right now is you don't have internet connection using the VLP01 correct? Okay I'm sorry. You can connect to your What is the color of the light right now ma'am on the VLP?
03:00
Speaker 1
Do what? Uh, like my Apple TV and laptops and phones. No, ma'am, we can't get a signal back here for anything to connect. Yes, ma'am.
04:00
Speaker 2
That's blue. So what are the devices connected to your network right now? Like tablets, phones or desktop computers. Is that like phones devices that's connected to your network? Is it like tablets, smartphones or desktop computers? Is it... It's... Okay. So none of the... None of the wireless devices are connected? Correct? Okay. Let me just check ma'am. You're calling from US though, right? Okay. Ma'am, before we start for any troubleshooting here, let me just inform you about the status of your Linksys device, the VLP01. Ma'am, your device has severe disorientation due to the excessive error. We recommend that you change the location of your device or do a complete reset of the router and restart it.
04:00
Speaker 1
[silence]So you can't help me? Is that what I just heard? You can't even try?
05:00
Speaker 2
We showed it here on our system, ma'am, that this VL 01 is one of our end of life and as well as an end of support router. End of life, ma'am, means Linksys are no longer manufacturing this device. And for the end of support, that means that Linksys are no longer providing software updates as well as fixes and also with technical support. But you don't need to worry about it, ma'am. You can take full advantage of our AI tool. It can be found on our website that is support.linksys.com. Yes, ma'am, since your router is already an end of support device. No, ma'am.
05:00
Speaker 1
So why'd you ask me what color it was and have me, okay. I mean, that's some bullshit. If I get another one, I won't be getting a Lync system. So great customer service y'all have there. So I'm screwed. I have to get a new one. Is that what you're saying? Y'all won't even troubleshoot this one to see if I can get it to work? I don't want to upgrade it. If I upgrade it, I'm going with a different company. I won't be staying with Lync system. I've already done that. I've unplugged it and reset it and done all the things
06:00
Speaker 2
I would like to further assist you with your concern. Since your router is already end of support, we could not walk you through on how to chat the settings on your router. Go apologize for that. Again, as much as I would like to, um, that is your option to get to upgrade your router, man. But you may try our AI tool, ma'am. That can be found on our website. That's support.linksys.com.
06:00
Speaker 1
Things that said, and I wanted to talk to a person, so that's why I call y'all.
07:00