V2 Rubric Detail — e95f0590-68f7-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 20:22
Duration
17m 52s
Contact
Gina Robinson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133486
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01 Tv is unable to connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect technical information (false end-of-support claim and invalid URL) and failed to offer required best-effort support for out-of-warranty device, constituting Avoidance/Evasion (B) and Non-Adherence to Policy.

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
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot, incorrectly declared the router unsupported, and redirected the customer to an external AI tool with a wrong URL. No ownership, accurate guidance, or resolution was provided, resulting in an unresolved case with clear policy violations.

V1 Case Analysis

Customer unable to connect TV to Wi-Fi; router shows red LED. Agent misidentified model as VLP0102 (invalid), provided incorrect URLs, falsely claimed support ended August 9, 2025, and suggested non-existent AI tool. No troubleshooting performed. Call ended with no resolution or valid next steps.

Troubleshooting Steps
  • Asked for serial and model number (incorrectly captured)
  • Confirmed that phones and other devices have connectivity
  • Inquired about reset actions performed by the customer
Key Observations
  • Agent misidentified router model as VLP0102 (invalid; VLP series only includes VLP01)
  • Agent provided incorrect support URLs: 'support.l ink sis.com' and 'support.link/sys.com' (correct URL is support.linksys.com)
  • Agent falsely claimed router support ended on August 9, 2025 (future date, contradicts KB policy)
  • No systematic troubleshooting performed for red LED status or TV connectivity issue
  • Agent suggested non-existent 'AI tool agent' as primary resolution path
Positive Highlights
  • Asked for customer's name and email politely
  • Created a record for the conversation
Agent Errors / Gaps
  • Incorrectly identified model as VLP0102 (invalid per KB)
  • Provided wrong support URLs (support.l ink sis.com, support.link/sys.com)
  • Falsely stated support ended on August 9, 2025 without verifying warranty status
  • Failed to follow standard troubleshooting flow for Wi-Fi/device connectivity and red LED status
  • Did not collect or confirm correct product information before giving advice
  • Suggested use of non-existent AI chatbot as primary resolution path
  • Failed to guide customer through band separation or node pairing (contradicts KB for mesh connectivity issues)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the TV connectivity issue or provide a valid workaround; instead redirected to an unsupported AI tool and suggested purchasing new hardware.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent skipped basic diagnostics like checking WAN status, TV Wi-Fi band compatibility, or router settings despite the issue being isolated to one device.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no support could be provided due to end-of-support date without offering best-effort troubleshooting for an out-of-warranty device, violating OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process—agent failed to identify symptoms (e.g., 2.4GHz vs 5GHz, TV settings), skipped relevant questions, and did not determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., verify model via serial, access KB, suggest speed test, or guide to web interface) that were necessary for diagnosing the issue.
T3 Not Met No misinformation conf 96%
Agent provided incorrect URL ('support.l ink sis dot com') and falsely claimed the router was beyond any support, which contradicts Linksys OOW best-effort policy.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, outline a plan, or maintain control—call devolved into vague redirection without structure or transition management.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms (VLP 0102) without explanation and did not adapt to customer confusion or confirm understanding, remaining scripted.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by directing customer to an external AI chat instead of attempting resolution or committing to follow-up.
O2 Not Met Proactive follow-through conf 94%
Next steps were vague ('go to website', 'ask AI') with no specific actions, timelines, or accountability—customer left without clear path forward.
O3 Not Met Closure confirmation conf 92%
Agent ignored customer’s mention of a prior call and did not reference any history, treating this as a fresh interaction despite repeated issues.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and, given the issue was isolated to one device and router was red-lit, escalation was not clearly warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent briefly apologized for the cat interruption but did not acknowledge customer frustration about the TV or repeated outages, missing key empathy opportunities.
X2 Not Met Tone & rapport conf 91%
Agent maintained a flat, scripted tone and failed to adjust pace or simplify guidance when customer showed confusion about model numbers and steps.
X3 Not Met Overall experience conf 94%
Customer was forced to leave the call to search a website on their own, adding effort instead of reducing it through guided support.
Call Transcript24 turns · 30 lines
Speaker 1
Love you.
00:00
Speaker 2
Welcome to Linksys support. To further assist you today, your call may be monitored and recorded. For in-warranty products, our support team is available to help with performance. [beeps] [silence] [beeps] [silence] [beeps] and hardware issues. [silence] [beeps] If you need to register your product, visit. [silence] register.Linksy.com. Please register your product. [silence] [beeps] [silence] . [silence] [beeps] Please have your device serial number ready. [silence] For assistance, 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. [silence] . [silence] Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Please have your device serial number ready. [silence] [beeps] [silence] For assistance, 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. [silence] To hear these options again, press three. [silence] To speak with a live representative, press four. For Spanish, press five. [silence] Press nine to return. [silence] To learn more about our products.
00:00
Speaker 1
[silence] Uh yes, I'm having trouble with okay, I have, um, I don't know what's flashing now, but I do have the Wi-Fi on. It's on to our phones and everything else, but it won't come on to my TV. And the um Spectrum is who we have our modem through. and they are saying that I have six hundred and some megabytes, you know, of um, the, yeah, 500 and seven megabytes speed, right? Um, I heard my dog into something. I'm sorry. But, um, anyway, my thing is now, like I have two of the nodes, um, and I have them in here near each other right now, trying to get this fixed. I don't know. They're saying that it's my router, Spectrum is, because they're saying I've got plenty of speed, they've rebooted and everything, and even my TV shows Spectrum, uh, and the signal.
01:00
Speaker 2
speed. Okay. Yes, it's okay. Yes. Yes, that's the speed of your engine. Uh huh. It's okay. Uh huh. Mm hmm. Uh-huh. Okay. Okay. So the only device that is affected on this one is the surface 3. Okay. Got it.
02:00
Speaker 1
Yes, max. Well, okay. Okay. Yes. Yes. Yes. Yes. The serial number is two six D13, L M 37 B 15092. 1 3 7 B 15092. [silence] 26D13 LM 37B 15092.
04:00
Speaker 2
Okay, can you give me the model number and the serial number of your linksys router? Let's use the one that is connected directly to your modem. Yeah, the one that is connected. Okay... okay. Let me just repeat it back to you. That is 26D413M444567.
04:00
Speaker 1
Yes. No, I've called it before. Once before when it was not working. And right now, it has a red light instead of a blue light. No, no, why? to Gina, G-I-N-A, Robinson, R-O-B-I-N-S-O-N. My email is lowercase G, Robinson, five, two, six, three, at Net Zero. That's spelled out N-E-T-Z-E-R-O.
05:00
Speaker 2
is uh Linksys how our many how are mini towers do you have? Okay. Okay. Um, ma'am, I wasn't actually able to pull up any um information using the serial number. Um, it much more appreciated if you can give me the your first name, your last name and your email address, please. Your email. I'm sorry. Mhm.
06:00
Speaker 1
Right. I've disconnected the yellow cable from the modem and I unplugged the router. And um well we did the modem and the router.
07:00
Speaker 2
Mhm. Okay, perfect. Thank you so much. Uh, Ms. Gina, let me just go ahead and create a record for this conversation. Uh, just give me one click moment. So, right now, what shows on your Linksys router is a, um, color red LED light. So, what have you done so far? Oh, Ms. Gina, the moment that you noticed uh, this router or the TV were unable to connect. Uh-huh. [silence]
07:00
Speaker 1
and I plugged up the modem first and then I plugged up the internet and I have hit reset on both of them. I think both of them. I don't know if I did one or both. I can't remember. This was done on Saturday and I tried to call you all on Sunday when I got the number and um, of course, you weren't open. So I don't remember. And my husband has unplugged all of them and the TV. And see, we have Apple TV too. Okay. And then I've plugged in everything, but I can't. I don't know which one I'm supposed to plug in first. I know that you turn the TV on until it has the wait about three seconds or something, isn't it? And you wait for the light? I'm supposed to get it, so it's not the TV then because I didn't get the light. I guess I'll unplug all of them again and just leave them unplugged. I'll just take them off the mains and we'll just leave them off and then here's the thermometers starting to act up too because this is my main thermometer and it only has three little slashes across there and that's not how it should look. That should have all green horizontal lines. I don't know what's going on with it with my thermometers cleaning out the heaters and just kind of I guess I don't know. I guess I needed to unplug the modem and the router.
08:00
Speaker 2
Oh, okay. Thank you so much. the routers already. So when you do the reset, like did you reset both of your Link this router or just one of them? Um. Okay, miss Gina.
08:00
Speaker 1
So that box was unplugged. So I don't know what's going on. Except that the modem is working and my phones work and everything works. The Amazon, um, the Alexa and all that is working. But the TV doesn't. That's the only one. But now these modems, I mean my router is bright neon red. It is not blue like it was. Yes.
09:00
Speaker 2
Oh, okay. Oh. Oh, okay. I see. Yes, because it should actually blue. So, um, Ms. Gina, I did check the router that you have. So, this router, Ms. Gina, is actually like, um, one of our legacy router or the router is that not receiving any updates anymore. The MSRP for a new router is 599. is Linksys out stop manufacturing this product since August 10 of 2020. Now regarding with the support of this router, so the support of this router actually also ended last August 9 of 2025. So basically, Miss Gina, I cannot or we can no longer provide support regarding with this router. So maybe you might want to consider instead like a you know, getting a new router because this router is uh you know you can definitely call this a you know a very outdated router right now since Linksys is no longer sending any updates on this router.
09:00
Speaker 1
Oh, Lord. My cat just jumped up. Wow. Sorry. So, I mean, do you think that's what it is with my TV? Right, I have. ****Yeah? Huh?
11:00
Speaker 2
I apologize for that one, Ms. Dina. No, it actually is really not going to be like, you know, affect the performance of, I mean, the connection of the TV because as what you have mentioned, it was working properly. The phone is connected. Your, the other devices are connected as well without any problem. It's just that the only problem that you encounter is regarding with the TV that is unable to connect. And this TV, Ms. Dina, by the way, was it working before?
11:00
Speaker 1
Yeah, it I just got it Saturday and turned it on. It did not work. And it kept giving me that code. It's not a new TV, no, but it's been working with this. Mm-hmm. [silence]
12:00
Speaker 2
with the internet. Oh, okay, so this is the new TV. Okay, so, oh, okay, so it was actually working before with this router. So, um, well, maybe Mr. Gina, there are just some settings that you need to configure, uh, on your Linksys router. Cause, so that your TV can connect to it. But, uh, since, um, we, I can, I can, uh, provide you any support on this one, um, how about with this? Uh, Ms. Gina, okay? Um, you can go ahead and try, I mean, to take advantage, with our AI tool agent on the official website of Linksys. So all you just have to do is to open the chat box and then after you click it, you can ask like, how can I reconfigure my VLP 0102? So it will give you um some troubleshooting instructions on how you can configure it on that uh website. And the second thing after you configure it is ask the um AI tool agent on how you can separate the 2.4 gigahertz band and the 5 gigahertz band so that your TV can connect to the 2.4 and the other device can connect to the 5 gigahertz band.
12:00
Speaker 1
okay so i need to go to uh that website okay one minute oh this cat's driving me crazy can you hold on one second? okay um sorry about that my animals are driving me crazy today i have a dog and a cat that's it but they're driving me crazy so let me write this down had to get a pen um it's support.l ink sis dot com
14:00
Speaker 2
That... That... That website is... Yeah, I'll give it to you. So, Linksyst is is is support.link/sys.com. Okay. I, are you sure? Okay. So, Linksys.com.
14:00
Speaker 1
so. Uh-huh. 0K so this 0 0 LOP two, did you say? 0 1 0 0 LOP. 0K. VLP. 0K. VLP 0102. 0K. 0K. VLP 0102. VLP 01 and [REDACTED_CARD_NUMBER]two.
15:00
Speaker 2
No problem at all. Yeah. Oh, yes, that's the one. VLP 0102. Yeah. Yeah. Yeah. No, just VLP. Yeah. Correct. So that's the, cuz that's the route the model, number of your router, so just include the model number so that the booth will provide you all the instructions that you need, Okay?
16:00
Speaker 1
The 2 I guess is the second modem. I mean second router node? Node? Uh-huh. Okay. All right. Okay. Thank you. Thank you. Okay. Bye-bye.
17:00
Speaker 2
yes cause that's yeah there's there's there's the yeah cause the moment that you order it it comes with a two router so that's why it calls a VLP 0 1 0 2. so alright thank you so much Ms. Gina. and of course um if you do happen like you know um need to call us back just provide your email or your phone number so that the next representative can easily pull up your record okay? thank you so much Ms. Gina. have a good one.
17:00