V2 Rubric Detail — e1ae52d6-638b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:46
Duration
25m 27s
Contact
Elizabeth Caffrey
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132698
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided technical troubleshooting entirely, skipped required best-effort steps for out-of-warranty devices, and attempted to redirect the customer to a paid service without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps for a no-internet issue, instead immediately promoting a paid support service. No technical resolution was attempted, no escalation made, and the interaction lacked empathy, structure, or ownership. The call ended with unresolved connectivity and a failed payment, constituting clear avoidance of technical support duties.

V1 Case Analysis

Customer reported MX5500 main node solid purple, child node solid red, no internet despite ISP confirmation. Agent confirmed model/serial, declared out of warranty, offered paid support with incorrect pricing ($15,000), attempted on-call payment with PCI violation, transaction failed. No troubleshooting performed. Call ended with customer stating spouse would assist via app.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent skipped all basic troubleshooting despite clear symptoms (purple parent = factory reset state, red child = no sync) that are standard in Velop KB articles (e.g., universal_mesh_full_rebuild.md).
  • Incorrect pricing ($15,000) created customer confusion and distrust.
  • PCI compliance violation: agent collected and read back full credit card details (number, expiry, CVV) on an unsecured call.
  • No empathy or acknowledgment of customer's stress (baby crying, frustration).
  • No self-help resources (KB article, video link, email) offered after payment failure.
  • Call ended without operational closure or valid next step.
Positive Highlights
  • Correctly identified product model (MX5500) and serial number (43K-4HS-43).
  • Collected complete customer contact information.
  • Correctly interpreted LED states: purple = factory reset, red = no sync (per velop_router_setup.md).
  • Mentioned AI tool and video guide as self-help options before introducing paid support.
Agent Errors / Gaps
  • Failed to perform any technical troubleshooting before offering paid support, despite clear KB guidance for purple/red LED states.
  • Offered paid support without verifying warranty status via lookup; relied on system statement without confirmation.
  • Violated PCI compliance by reading back full credit card details on call.
  • Provided contradictory pricing ($15,000 vs $15), undermining credibility.
  • Failed to offer any self-help path after customer declined paid support.
  • Abandoned customer without operational closure after payment failure.
  • Failed to acknowledge or de-escalate customer frustration/stress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the internet connectivity issue; call ended with customer abandoning payment and no technical fix attempted.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., power cycle, WAN check, firmware update, node reset) were performed before pushing paid support.
R3 Not Met Correct resolution path conf 97%
Agent skipped best-effort troubleshooting for an out-of-warranty device and immediately offered paid support instead of attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions beyond model/serial, failed to identify root cause (e.g., configuration loss, node sync), or test WAN connection.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin UI, speed test, remote session) were used despite the need for diagnostics; agent relied solely on scripted prompts.
T3 Not Met No misinformation conf 96%
Agent stated '$15,000' before correcting to $15 — a material inaccuracy — and misrepresented service as non-refundable with no fix guarantee.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: agent jumped from greeting to sales pitch without framing, managing transitions, or maintaining control.
C2 Not Met Confirmed understanding conf 94%
Agent used technical and sales jargon without checking understanding; failed to adapt to customer’s stress or confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately transferring responsibility to a paid service rather than resolving the issue directly.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline for fixing internet; only a failed payment process was discussed, leaving customer without a path forward.
O3 Not Applicable Closure confirmation conf 99%
No prior case history mentioned; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate to technical support despite a clear hardware/configuration issue requiring deeper diagnostics.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be judged as correct; agent did not follow escalation protocol.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration, stress, or technical difficulty; responded with transactional language only.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or approach to match customer’s emotional state; continued with rigid, scripted dialogue.
X3 Not Met Overall experience conf 97%
Customer repeated personal and payment details multiple times; agent added unnecessary friction by pushing payment over fixing the router.
Call Transcript31 turns · 35 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-wartoo product, 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. Page 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.
00:00
Speaker 1
This is gonna take longer than I thought. But my phone is also gonna die. [silence] Bella, are you having chicken or a hamburger? What? Chicken? Because you haven't been eating the hamburger anyways. Yay. What are you eating? family? Alex, you don't want fries? Okay. Hi. I'm having a problem with my router.
01:00
Speaker 2
Thank you for calling links, this is Skyla, how may I help you? okay all right so you don't have internet connection
08:00
Speaker 1
Well, according to my provider I do, but my Linksys, um, doesn't think I do. Sure. Yes. Yes, the um, oh, I got it. The model number is M is in Mary, X is in X-ray, 5500. The serial number is 43. K is in kind, 10. M is in Mary, 26. C is in cat, 01386.
09:00
Speaker 2
Okay. Okay. All right. Madam, before we continue, let me just create a record for this. May I ask the model number and serial number of your len sistem, rather? You can check that at the bottom. Mm-hmm. Mm-hmm. Okay. How about the, um, serial number? Uh-huh. Okay. Again, the router is an MX 5500 with serial number 43K-4HS-43.
09:00
Speaker 1
Correct. I have two nodes. Yeah, I'm in front of the main one, and then we have another one in our master bedroom. So the main one has a purple light and the one in my bedroom has a red light. Um, and I spoke to Spectrum, and we did all the tests, and the modem is working, and according to Spectrum, my internet is active and good, but the Linksys is not, um, picking it up. And we did hit the reset button. So now, uh, so now when I go on my Linksys app,
10:00
Speaker 2
Hello 10 M for Mary to 6 C for Charlie zero one 1386. All right. Okay. And how many nodes do you have, ma'am? It's a lot of two one is the main the other one's the child, right? Mhm. Okay. Okay. [silence] All right.
10:00
Speaker 1
[KEEP_UNCERTAIN] Well, I'm sure there's no, um, to like reconnect the existing router that they don't, they can't find a router. Correct. 310-612-4753. Elizabeth E-L-I-Z-A-B-E-T-H Caffee C-A-F-F-Eeh like Frank, Frank Reeh, Liz3255@yahoo.com. Yes.
11:00
Speaker 2
[KEEP_UNCERTAIN] Okay. So, internet provider again is spectrum, right? Okay. So, may I just complete your record? Going to have your phone number. Mm-hmm. Mm-hmm. How about your first name and last name? Mm-hmm. All right, and how about your email address? Okay. So, that's L-I-Z yeah. And then 32055 Yahoo.com. Okay, thank you for this information. So again, the router is MX 5500 and the main concern right now is no internet connection using that router. And based on the light on the router, the one that's the uh the ones connected to the uh cable modem, that's the parent node. We call it parent node. That router or that parent node has a purple light, correct? Okay. Ma'am, once it's a purple light, that means there's no settings set up on that node. So it's like from out from the box settings. Okay. Like it's ready for setup. Okay. Mhm. Then the other one, the other node, it's red because it's not detecting. An active
11:00
Speaker 1
Got it. Okay, so how can I reset up the the the node? Okay. MODEM. Yes, okay. Oh, okay. Did you either did you uh, uh configure the?
13:00
Speaker 2
internet connection from the parent node. Okay? All right. Okay. We are going through reconfigure the settings of the node. Okay. So the um the parent node so that it will communicate to your um internet provider again which is like spectrum. Okay? All right. Uh okay ma'am. So before we start ma'am for um any troubleshooting let me just inform you about the status of your router the parent node and the child node. We chose it here in our system that your router is already out of warranty and then complimentary phone support is no longer available. Okay? But you don't need to worry about it ma'am. We do have options for our out of warranty.
13:00
Speaker 1
Yes. Okay, I'll do that. [silence] Okay. Just because my husband is not home, of course, and
14:00
Speaker 2
AI tool that can be found on our website at support.linksys.com. On an AI man, you can type questions on how to configure your router with the, you type the model number and then you also input the the name of your provider. It will give you, um like instructions on how to set it up. Our second option is, um I can send you, um a link to a video that will guide you on how also to, um set up this device. While the second, third option is I can walk you through on how to set it up, um this router. We do have this paid connect service. This is a one time non refundable technical support that will last up to 60 minutes. This paid connect man will cost you $15,000, $15. Okay, again, this is a one time, okay. And in any case, okay. [silence]
14:00
Speaker 1
I'm not good at this. So, I will pay the $[REDACTED_PAYMENT_DIGITS] for you to help me. Yes. Yeah. That's okay. Yeah. Yeah. It's worth a try. Yeah. Okay. Okay. Okay. Sure. Yes. Okay. I'm going to go grab my credit card. [silence]
15:00
Speaker 2
Okay. All right no problem with that. And again, this is only $15 for a one-time non-refundable technical support that will last up to 60 minutes. I'll walk you through on how to set it up. And by the way, ma'am, there's no guarantee that we'll be able to fix the issue and in any case, we find out device is defective, there will be no refund or replacement. But again, I will walk you through step-by-step on how to set this up, okay? And um, okay. I'm going to prepare my system here to process the transaction. Just hold on for a moment. And then since this, um, since this call, ma'am, is recorded, I'm going to, um, pause or stop the recording for security purposes while we do process the transaction, okay? So let me just Oh yeah, yes go ahead. while i'mTranscribe this audio from the right channel.
15:00
Speaker 1
Okay. and okay perfect. Girls, I'm on the speaker, so just don't yeah. I'm back when you are. Okay.
16:00
Speaker 2
preparing my AMS tool here okay okay all right I already prepared my system mmm so I'm going to um stop the um recording okay so that we can process it in sec
16:00
Speaker 1
5233794 5142 3612 7040459581 0748199 6136295 8660 8661 700 02050275 01522553452 7932629671 019351 [silence] 6061 7000152255 5287
17:00
Speaker 2
Hold on. OK. Hello, ma'am. The recording has been stopped or paused. So we're going to proceed now in processing this transaction. Is the cardholder name under your name, Elisa Bethza-Cafri. Okay. And by the way, you are calling from U.S., right? Okay, good. Let me just say. And may I have the card number, ma'am? Okay. How about the expiry date? Alright, how about the um security code. And how about the um C-V-V? Thank you. Now, let's proceed with the transaction.
17:00
Speaker 1
[REDACTED_PAYMENT_DIGITS][ silence ] Oh. [ silence ] Oh shoot. Okay, one second. Let me get a different, um, let me get a different card. One second. My baby is crying! [ silence ] Please. [ silence ] Bye-bye.
18:00
Speaker 2
Okay, then I'm going to proceed, now, ma'am, processing the transaction for only $15. Okay? Okay, ma'am, um, by the way, uh, we have an error message here. It shows the credit limit exceeds. Okay.
18:00
Speaker 1
Okay, same name, same, um, and the card number is [REDACTED_CARD_NUMBER]-[REDACTED_PAYMENT_DIGITS]
20:00
Speaker 2
Okay. how about the expiry date and the security code? Okay. let me proceed.
20:00
Speaker 1
Alright, that's good. It's a what? Oh, this transaction. Uh, we can do it transactional. Uh, this copy 1. Uh, copy 1.
21:00
Speaker 2
Hey. So moment now. Okay. I have an error messaged here, ma'am. That the card issue is your like or not. People decline this transaction. Seems like it did not go through. It did not go through. still decline this transaction.
21:00
Speaker 1
Oh, that is weird, right? [REDACTED_PAYMENT_DIGITS], right? Is that the zip code, [REDACTED_PAYMENT_DIGITS]? Okay, I just wanted to make sure. It is [REDACTED_PAYMENT_DIGITS] Okay. Yeah, [REDACTED_CARD_NUMBER]. [REDACTED_PAYMENT_DIGITS]
22:00
Speaker 2
Yes. the um what is in uh? um yes ma'am. And what's the security code again ma'am? Okay, I got it correctly. Okay, what was the first four digits ma'am first four digits?
22:00
Speaker 1
Oh, okay. I'm like, I don't know. I'm looking at it online. It's fine. It's weird. all right. Okay, weird. Okay. Let me just do... I don't know why it's not working. Um, I'm going to, my husband said he can walk me through it on the app. So I'll do that. Sorry. Yes. Um, I'll do it. I'll have my husband walk me through over the phone. Thank you so much. Okay.
23:00
Speaker 2
okay. I got it right. mhm It's okay, ma'am. we tried, but seems like there's a concern on your card, so Okay, all right. you're welcome. let me just, what do you call this one? resume the recording
23:00
Speaker 1
Yes. Okay. Mm-hmm. LPS. Uh-huh. Uh-huh. 698. Okay. Yes. Thank you so much. Okay, take care. You too. Bye.
24:00
Speaker 2
Okay, so, um, thank you for calling Langsas, ma'am. This is Karla.
25:00