V2 Rubric Detail — ec41c670-7186-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 17:46
Duration
11m 39s
Contact
469-388-2242
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-28.5)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly declared the device out of support despite its 3-year warranty still being active, and offered no resolution path beyond a vague reset suggestion and redirection to third-party retailers. No escalation was made when warranted, and the interaction lacked empathy, ownership, and technical guidance, leaving the customer's issue completely unresolved.

V1 Case Analysis

Customer reports VLP01 mesh system not achieving 1 Gbps after ISP upgrade. Agent incorrectly stated support ended, provided wrong support URL (support.links.com), and did not perform troubleshooting. Customer advised to purchase a new router.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform basic troubleshooting steps (speed test at modem, reboot, LED check) as outlined in KB articles (universal_speed_performance.md, universal_speed_below_plan.md).
  • Provided incorrect support URL: 'support.links.com' instead of 'support.linksys.com' [06:00]. This contradicts the KB guidance in universal_escalation_guide.md.
  • Incorrectly stated that technical support for VLP01 ended last year (August 2025, likely a typo for 2023/2024). No KB evidence supports this claim.
  • Did not verify serial number for warranty eligibility or support status per universal_escalation_guide.md.
  • No attempt to isolate whether the speed issue was ISP-related, router-related, or node-related.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Acknowledged customer's frustration and desire for a solution.
  • Correctly identified the model number (VLP01) from the serial number.
Agent Errors / Gaps
  • Failed to perform basic speed troubleshooting per KB (universal_speed_performance.md, universal_speed_below_plan.md).
  • Provided incorrect support URL (support.links.com), contradicting universal_escalation_guide.md.
  • Misrepresented product support status; no KB evidence indicates VLP01 support has ended.
  • Did not verify serial number for warranty/support eligibility per universal_escalation_guide.md.
  • Did not follow standard isolation steps (modem speed test, reboot sequence, LED status check) per universal_speed_performance.md.
  • Did not offer any self-help resources (KB articles, email with steps) before suggesting device replacement.
  • Gave no actionable next steps beyond purchasing a new router, leaving the customer without resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the speed issue or offer a valid RMA, escalation, or technical fix; only suggested a reset without steps and stated no replacement options.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps performed (e.g., no modem speed test, no reboot sequence, no firmware or channel check); jumped straight to product obsolescence.
R3 Not Met Correct resolution path conf 92%
Device is under 3-year warranty and still within eligibility period; agent incorrectly denied support and failed to offer best-effort troubleshooting or RMA path.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No diagnostic process followed — skipped key questions about modem speed, node LED status, or WiFi band usage; assumed hardware limitation without evidence.
T2 Not Met Appropriate tools / resources used conf 91%
Did not use any diagnostic tools (e.g., admin UI, speed test verification, firmware check) despite clear need for performance troubleshooting.
T3 Partially Met No misinformation conf 87%
Correctly identified VLP01 as legacy model, but failed to mention it may still function or offer firmware updates; incorrectly implied no warranty recourse.
Communication
C1 Not Met Clear & professional language conf 92%
No call framing, no agenda, no control — agent allowed conversation to drift and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 86%
Used basic language but did not adapt to customer’s clear frustration or confirm understanding of technical limitations.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Abdicated responsibility by stating 'we don’t have any option' and redirected to third-party retailers instead of owning the support case.
O2 Not Met Proactive follow-through conf 93%
No clear next steps provided — 'reset and reconfigure' was vague and unsupported; no timeline or follow-up offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted due to under-warranty hardware performance issue, but agent made no attempt to escalate to higher support or warranty team.
E2 Not Met Escalation prep & handoff conf 93%
No escalation executed despite clear need; customer was dismissed rather than handed off with details or reason.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent remained detached and procedural despite customer expressing frustration and confusion.
X2 Not Met Tone & rapport conf 92%
Failed to match customer’s emotional state — continued with generic responses even as customer repeated concerns and sought help.
X3 Not Met Overall experience conf 93%
Increased customer effort by forcing them to contact retailers and seek new hardware without offering internal solutions.
Call Transcript20 turns · 22 lines
Speaker 1
[silence] Hey this is Surname. I have a linksys router and I bought it sometime back probably [silence]
00:00
Speaker 2
Welcome to Linksys's support. To ensure quality service, your call may be monitored for in-warranty products, or support team is available to help with performance and hardware issues. Register your product by visiting register.linksus.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, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is me. How can I help you? Mhm.
00:00
Speaker 1
Two years, I think so. Um the thing is uh when I bought, yeah, when I bought uh it uh it was uh uh it was said and everything was like 1.5 Mbps supports up to 1.5 Mbps, 1.2 GBps, sorry, 1.2 GBps and all the stuff was there. The thing is uh but uh that at that time, my internet speed was 500 Mbps, so I thought that would go a long. But recently, my area got upgraded with um fiber cables and I just switched to um GBps. And uh till that uh provider's router, I'm getting almost uh GBps. My performance is under it is, uh it's not up to the speed, uh I'm not even getting uh 500 Mbps uh full. So I think I, uh, it is uh, it's, it's not uh, uh working as well as, uh, the, uh one of the node, uh at the top is not working properly. So I just wanted to like, uh do you have any options to, um do I have any options to, uh upgrade or, um I, um I just, I just wanted a solution for this.
01:00
Speaker 2
mhm. Okay for that one, if you're not getting the speed you're paying for, that only means that there's a settings on the router that we need to adjust. Only if the modem speed is really providing the speed you're paying for.
02:00
Speaker 1
Yes. Yeah. Yeah, I have two uh nodes. So shall I tell uh shall I tell one of the node? Yeah Yeah. 2 six D D for David. 1 3 M M for Mary. 5 5 P P for cat. 0 4 0 9 4. Yeah. 2 six Yeah it is 2 6 not 3 6 2 6 D 1
03:00
Speaker 2
Can you have the serial number of your Linksys device first? Let me check if it's on the sticker underneath. Just one? Yeah, only one. Women: Mm-hmm. Davide: Okay. Women: Okay. That's 26, David, 13, Mike 55, Charlie, 04094. Is that right? 26 David 13 Mary 55 Charlie. 04094 OK, thank you and it turns out that the device you're calling for is actually one of our legacy mesh system which we manufactured long time ago. So this is not really the up-to-date device that we have. And when it comes to technical support for this product, it ended last year around August. So probably the reason why you're having that kind of a problem right now, it's because the hardware of your router is no longer good up to this date. Right now we already have Wi-Fi 6 even Wi-Fi 7. So those are better model numbers compared to this VLP system that you have. Uh just to confirm.
03:00
Speaker 1
Uh where do we see the uh VL P zero one zero two hyphen NP? It's uh somewhere in the barcode I can see that but I'm not sure that is the uh yeah.
05:00
Speaker 2
Okay, the model number I can see from my end is VLP 01.
05:00
Speaker 1
Okay, so, uh, see, I, I, I was not, like, uh, I was not eligible for, uh, the 1Gbps speed, till now, because it was a new construction, and, uh, uh, I don't know if I would have upgraded, uh, by that time, I would have called by that time, I'm not sure. So, uh, uh, I thought of, uh, at least, uh, with with some, any, uh, uh, few additional charges or whatever it may be, uh, if you would assist, at least I would upgrade to the new system, uh, by, uh, returning back this DVEt
06:00
Speaker 2
for you. It's like our- it's on our uh website. linksys.com support.links.com but when it comes to assistance via phone um it's no longer eligible due to its end of support date which happens last year. Mhm. Oh okay. Mhm Mhm. Hmm. Mhm So uh huh. Mhm. [silence]
06:00
Speaker 1
Guys you can recycle or whatever program you have, so it will be helpful for me as well, so would you please let me know if there is anything.
07:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. Got it. Uh for products, I mean, we don't sell products anymore from our end before we have promotions. For right now, our all our links to devices are all in our partner stores like Amazon, uh Best Buy. So, we really don't have any option for refund or for replacement. And since you mentioned that it's your speed is not upgraded yet, you can still use that a system by the way, though the support ended, but the device should still work. In your case, you're having a speed issue. You can try to reset and reconfigure your device instead, but if same issue persisted, then it will be nice if you can
07:00
Speaker 1
the I am uh see I know like it it is not uh up to the speed what the internet I get to my home I uh this device is probably a legacy device as you told uh now it is Wi-Fi 67 on there so I I just wanted to uh I I understand that this is not capable of uh pulling that much speed so uh I I'm um I'm I'm um uh as it says it is three-year warranty but um um I don't know unfortunately you are telling that the support has been ended last year so do I get any support like at least for uh uh uh returning this device and with uh I I'm not asking for free or whatever maybe with any additional charges uh uh any
08:00
Speaker 2
get a new one. You can do that once your speed is already fine from internet service provider, once they were able to upgrade it. So for
08:00
Speaker 1
Any device on. On top of this, you can provide me the latest device. That's what I want.
09:00
Speaker 2
understand understand so so you're right this device is entitled for a three years warranty it's just that uh... you said you just bought it two years ago why you're not eligible for like any assistance or uh... yeah something like that um... it's just that it's posted on our website that the support for this one will really be just uh... last year 2025 and if you would like to return dot product um... for that one we really don't have any option but we yeah uh... we do have new devices available it's just that it's not uh... we're not the one providing that one anymore it's already on our partner stores we don't have a new router in store uh... available available from
09:00
Speaker 1
Um. Okay. So basically you can't do anything on this. That's what you mean, right? Okay. don't even remember where I got this, weathered Walmart or Amazon. So I thought the warranty directly works with the way but I don't know, this is the case. I need to go behind the vendor.
10:00
Speaker 2
our own, which we can ship out to your own. Yeah, I tried to see any options here from my and, but there's really none. If you if the store can still offer some promotion for you, then you can try to ask since you just bought it two years ago. Probably they have some warranty policy which can which you can benefit off. Hopefully they do. and the ship location is unknown. So.
10:00
Speaker 1
M, okay. Done. Thank you.
11:00
Speaker 2
I cannot, um, inform you as well if it's Amazon or Best Buy. Uh, it even shows here the ship date was year 2020 uh 2023 around February. But that's according to the serial number only that you provided. Yeah. Thank you so much for understanding, sir. Okay then. Thank you again for calling. Bye for now.
11:00