⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-40.2)
V2 Grader Summary
The agent failed to resolve the issue, provided technically inaccurate guidance (5-press reset and LED color for VLP-01), and improperly deferred support due to incorrect end-of-support classification. Troubleshooting was inadequate, communication was unstructured, and customer effort was increased. No escalation was needed, but resolution was not achieved.
V1 Case Analysis
Customer asked if WHW03V2 router is compatible with VLP01 extender. Agent incorrectly confirmed compatibility and advised factory reset. VLP01 is not a mesh node and cannot join Velop mesh. Agent offered to email instructions.
Troubleshooting Steps
Requested model numbers for router and extender
Incorrectly confirmed compatibility between WHW03V2 and VLP01
Advised factory reset of VLP01 extender
Suggested placing extender within five feet of parent node
Offered to email instructions for setup
Key Observations
Agent incorrectly confirmed compatibility between WHW03V2 and VLP01 (transcript [02:00]) — per velop_mesh_compatibility.md, VLP01 is a range extender and cannot join a Velop mesh as a child node.
VLP01 is end-of-support, but this does not override technical incompatibility with Velop mesh systems.
Agent advised factory reset and pairing procedure for an incompatible device, which cannot resolve the issue.
Customer reported other nodes blinking red, indicating broader mesh issues not addressed by the agent.
Agent did not consult KB documentation to verify compatibility before providing advice.
Positive Highlights
Correctly identified VLP01 as end-of-support and set appropriate expectations about phone support limitations.
Collected customer email for follow-up communication.
Offered to send written instructions via email, providing a self-help path.
Agent Errors / Gaps
Incorrectly stated WHW03V2 and VLP01 are compatible ([02:00]) — per velop_mesh_compatibility.md, only WHW03 series nodes are compatible with each other, and VLP01 is not a mesh node.
Advised factory reset and pairing procedure for an incompatible device — VLP01 cannot join a Velop mesh network as a child node, per adjacent_range_extender_to_mesh.md.
Failed to consult KB documentation to verify compatibility before giving advice.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue during the call and only promised to email instructions without confirming the customer could successfully add the extender.
R2Not MetDiagnostic thoroughnessconf 97%
Agent skipped key diagnostic steps (firmware, placement, compatibility) and jumped to a reset suggestion without verifying setup state or model-specific behavior.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly treated VLP-01 as end-of-support and refused to troubleshoot, despite KB providing clear setup guidance; should have applied best-effort troubleshooting for OOW device.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 92%
Identified symptom (extender not pairing) and asked about LED status, but failed to ask about firmware version, signal strength, or placement.
Agent suggested 5-press reset for VLP-01, which is not a supported method per KB; no KB reference or tool use observed; relied on incorrect procedural memory.
T3Not MetNo misinformationconf 98%
Provided inaccurate technical guidance: claimed 5-press reset applies to VLP-01 (not supported) and described setup mode as purple/pink/magenta light, but VLP-01 uses solid blue per KB.
Communication
C1Not MetClear & professional languageconf 94%
Call lacked structure: long silences, unclear transitions, no framing of process; agent lost control and failed to guide effectively.
C2Not MetConfirmed understandingconf 92%
Used vague and inconsistent terminology (e.g., 'booster', 'extender', 'child zone'), did not confirm understanding, and repeated instructions without adaptation.
Customer Ownership
O1Partially MetOwnership & empathyconf 90%
Agent created a ticket and promised to email instructions, showing intent to follow up, but did not resolve issue during call or verify solution.
O2MetProactive follow-throughconf 95%
Provided clear next step and timeline: 'just wait for five minutes Max. I’ll send instructions via this email you provided.'
O3Not ApplicableClosure confirmationconf 100%
No indication of prior contact; no handoff context needed.
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
No acknowledgment of customer effort or frustration; tone was procedural and detached, with no empathetic statements.
X2Not MetTone & rapportconf 92%
Agent repeated same instructions despite customer silence/confusion; did not adjust pace or check comprehension.
X3Not MetOverall experienceconf 94%
Customer had to spell email multiple times; agent increased effort by not offering immediate help and deferring to email.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to Linxiz Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.com for more information about your product. Thank you for calling Linxiz. This is May. How can I help? Hello, OK Probably is there a compatibility issue? But for me to answer if it's compatible or not.
00:00
Speaker 1
Oh. That's on there. Yeah, well, she needs a main one. Oh, the main one. Uh, bear with us for a second, please. This isn't alyze it. No, it's the light one. Oh, thanks, Cam. The model number. Yes. WHW03V2. You hear? Oh. VLP01.
01:00
Speaker 2
say Have first the model number of the main Linksys router. Thank you. Okay. How about the extender or booster that you're trying to add? Okay. Ath. [silence] so both device are compatible to each other you can try to do the five minute reset instead since you mentioned you're having hard time setting up the booster. What's the light indicator of the extender right now? Okay, it's not even on setup mode so you need to reset that device first back to default settings before trying to added and make sure it's within five feet from the d3. It should be within five feet while doing the setup. So first reset that extender first once it's on setup mode which is having a purple or pink light, sometimes it shows a magenta color so that's the time you can add it to the 3.
01:00
Speaker 1
[silence] Leslie Dolan at hotmail.com. [silence] L-E-S-L-I-E. [silence] D-O-L-A-N. [silence] at hot. [silence] No, hotmail. H-O-T-M-A-I-L. [silence]
03:00
Speaker 2
Now I'll, since this, VLP-01, is already part of our end of support list, I, I cannot walk you through right now by a phone but I can send you email instead, which you just need to follow in order for that the VLP-01 to be added as a child zone. I can just send an email for instructions. What's your active email address? Uh, can you spell that one for me please? uh. Uh-huh. a gmail. hotmail.com.
03:00
Speaker 1
[silence] yeah. Bright speed. Okay. [silence] Yeah. The the main extender, it's blue, but the other two, there's two other ones, they blink red, they're not pairing. So, uh you'll send us instructions to get these other two paired with the main uh extender.
04:00
Speaker 2
First name is Leslie and last name is Dole. Am I right? And who's your Internet provider? BrightSpeeD okay. I'll just create a ticket here after this call will end. Just wait for five minutes Max. I'll send instructions via this email you provided. Okay? All right. Thank you for calling again. So that's only your concern about the traffic note not being added.
04:00
Speaker 1
All right. So. Uh-huh. Okay. Thank you. Bye.
05:00
Speaker 2
weak for me from now. And you can transfer it once it's already connected online. So just to relocate those two, make sure it's plug and powered on right beside the nodes within five feet. And it should be on setup mode. I'll also provide details on the email how you can factory reset the extender. Okay. Okay. Just wait for five minutes, next, once this call will end. All right? Okay, last, I'll send it to your email, just wait for five minutes, next. Thank you again for calling. Bye for now. Bye bye.