V2 Rubric Detail — e49c0162-6fd1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:37
Duration
8m 1s
Contact
Benjamin Morse
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134601
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to troubleshoot based on an incorrect claim that the VLP01 model is out of support, violating the requirement to provide best-effort assistance even for older devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent incorrectly declared the VLP01 out of support and provided only a generic reboot instruction without diagnostics, escalation, or meaningful troubleshooting. This constitutes Avoidance/Evasion under policy, resulting in no resolution and an auto-zero due to critical protocol failure.

V1 Case Analysis

Customer reports intermittent dropouts on VLP01. Agent cited end-of-support status, provided only reboot steps, and closed without verification or valid self-help path. No diagnostics performed.

Troubleshooting Steps
  • Collected customer name, email, phone, and attempted model/serial numbers.
  • Advised a full power-cycle of modem and router nodes with a 3-minute wait.
  • Suggested reconnecting parent node first, then child node after stable blue light.
Key Observations
  • Agent failed to perform Step 1 diagnostic: did not instruct customer to test internet directly at modem (per universal_isp_modem_diagnostics.md).
  • Agent prematurely declared device 'end of support' without verifying warranty or support eligibility through official channels.
  • No acknowledgment of customer frustration despite clear signs of dissatisfaction (e.g., 'What is going on?' at [03:00], interruption at [02:00]).
  • Did not offer any self-help resource (KB article, chatbot, community forum) after declining support, violating universal_paid_support_workflow.md.
  • Power-cycle advice was generic and incomplete — did not specify modem reboot first, nor confirm auto-update status or firmware version (per universal_firmware_update.md).
  • Agent's instructions on node reboot sequence ('wait for stable blue light before reconnecting child node') align with universal_mesh_node_management.md guidance for Velop systems.
Positive Highlights
  • Collected essential contact information (name, email, phone).
  • Attempted to capture model and serial number from customer.
  • Node reboot sequence advice ('wait for stable blue light before reconnecting child node') was technically correct per universal_mesh_node_management.md.
Agent Errors / Gaps
  • Declared device out of support without verifying warranty status or consulting official support eligibility tools.
  • Failed to follow Step 1 diagnostic protocol: did not instruct customer to test connection directly at modem.
  • Did not acknowledge or de-escalate customer frustration after two consecutive signs of dissatisfaction.
  • Provided only generic reboot steps without any further troubleshooting or valid next steps.
  • Did not offer any self-help path (KB article, email with steps, chatbot) after declining support, violating paid support workflow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we no longer provide any troubleshooting assistance for these specific models' and offered only a generic reboot; no resolution or valid escalation path was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only a generic power-cycle instruction was given; no diagnostic steps (e.g., checking modem, firmware, or WAN status) were performed.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed the VLP01 is end-of-support and refused troubleshooting, violating the requirement to provide best-effort OOW support instead of dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified symptom (dropping connection) but asked no follow-up questions about network setup, node status, or ISP configuration.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI, speed test, remote session) were used or referenced despite the need for diagnostics.
T3 Not Met No misinformation conf 97%
Agent claimed VLP01 is no longer supported — a materially incorrect statement contradicting policy that requires best-effort troubleshooting regardless of age.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent initiated verification and maintained basic control but failed to set expectations for troubleshooting and repeated instructions without clear transitions.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps clearly, and adapted to customer’s pace during instruction delivery.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent created a case record and offered to email steps, but did not commit to follow-up or take ownership beyond initial contact.
O2 Partially Met Proactive follow-through conf 86%
Agent provided next steps (reboot sequence) but did not specify a timeline for follow-up or offer a callback.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff context existed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent failed to escalate despite a warranted case: customer reported persistent issue, ISP ruled out modem, and agent refused troubleshooting based on false grounds.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation was executed, but one was warranted due to unresolved hardware-like symptoms and incorrect denial of support.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite and thanked customer but did not acknowledge frustration or repeated effort; empathy was generic.
X2 Met Tone & rapport conf 89%
Agent matched customer’s speaking pace, used clear phrasing, and repeated instructions to maintain engagement.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial multiple times; agent misheard and failed to capture data correctly, causing avoidable repetition.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Lingkseus 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.linksis.com. Please have your device serial number ready for assistance. Press one now. For out of warranty product, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options: For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one. 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 [silence].
00:00
Speaker 1
Yeah, I was going, uh, it seems like our router has been cutting out service for us. And I was wanting to see what we can do to fix this here. Yeah, it's been dropping for like the last 24 hours pretty consistently. No, uh, and I just got off the phone with Spectrum. They said the modem's been on consistently and it's been providing service, so it must be the router.
01:00
Speaker 2
hi thank you for calling links technical support my is Mikayla omagoing o ha help you doide So just to ma sure I get it right. You you're having like a dropping internet connection? I see all right. So prior to having this issue, was there like power outage or internet outage? M
01:00
Speaker 1
Okay. stop [silence] full name is Benjamin, last name is Morse, M-O-R-S-E. stop Oh, it's definitely a router.
02:00
Speaker 2
all right let me just let me just verify that one sir i believe this is your first time calling linksys all right so since this is your first time calling sir um let me just create a quick record here and and run some verification with you and ask you a few questions about your links router. Okay. So um just bear with me okay. Uh let's start with your full name. Okay. So that's Benjamin Morris. How about your email address sir?
02:00
Speaker 1
What is going on? uh so email address is bmorse5903 yahoo.com yes say that one more time 857292-1998 okay yep all right is this in the app here uh let's see uh model number so it's the nodes uh what is going on here [silence]
03:00
Speaker 2
Okay. So that's beemors 5903@yahoo.com. [silence] Okay, got it sir. [silence] Um may I also verify your phone number? It's 8 5 7 2 9 2 1 9 9 8. [silence] Yes sir. [silence] All right. Now can you provide me the model number and the serial number of the Lanxess router?
03:00
Speaker 1
Does it say the model number in the app? Oh, model number. I got you. It's VLP01V1-26D13M55E03516. Sorry, that was... Hold on. Go back. It was 26. Is it 601222? All right. So, there's an internet in there? I don't know, who... Let me check. Okay, it's either one or zero. Serial 3029 1393980157.
04:00
Speaker 2
No Sir. You may check underneath the linksys router device alright alright how about the serial number? alright let me just repeat that one. [silence] So you got a lens device with a model number V LP01 with a serial number 26 D4 Delta 10 M for mic 55 C for Charlie.
04:00
Speaker 1
Delta 1 3 M is in mic.
05:00
Speaker 2
Yes. firmware. Also, since it's already part of our end of support products, we no longer provide any troubleshooting assistance for these specific models, unfortunately. But if you want, I can send you an email for the troubleshooting steps that you can perform, you know, just to have your child now back online. And, well, technically, you just have to try to reboot your network and restart your system to refresh it. You can try doing like, um, doing a sequenced reboot on your network. You can unplug both your modems and your routers, as well as the child mode, from the power source. Wait for at least three minutes. After three minutes, you can, you can, um, plug it back to [silence]
05:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay, Sounds good. Okay. Sounds good. Okay. Sounds good. All right. Thank you. No, that should do it. Bye. Bye bye. You too.
07:00
Speaker 2
يقدرهم first and wait for it to stabilize before your plug- back your parent node and so on and so forth. So you need to wait for the the node or the parent node to go online or to give you a stable blue light before you plug in back your child node to refresh your network. Mhm. All right, sir. And uh the last resort would be, you know, um bringing your child node near uh the parent node and reset your child node and add it back to the network. But anyway, I'll just send you an email. All right, sir. Thank you so much for your understanding. Is there anything else that can help you? All right. Okay. Bye for now, sir. Have a great day. Take care.
07:00