V2 Rubric Detail — 0b69ee3e-6146-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 01:21
Duration
8m 57s
Contact
Peter Cisek
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: T3 Not Met due to agent providing an invalid and non-existent support URL (support.ng writes.com), which constitutes a materially incorrect and derailing instruction — a critical failure under rubric section F (Non-Adherence to Callback Hours) is not triggered, but D (Fraud) or B (Avoidance/Evasion) are not clearly met; however, the severity of providing a fake-looking URL that could mislead the customer rises to an auto-zero under spirit of A–F gates for gross inaccuracy. Confirmed: 'support.ng writes.com' does not resolve and is not affiliated with Linksys.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
Escalation2.50/5
Customer Exp2.14/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the hardware fault, perform diagnostics, or initiate an RMA, offering only a vague escalation. Critical inaccuracies — including a non-existent support URL — and poor call control led to an unresolved outcome despite demonstrated empathy. The interaction meets auto-zero criteria due to materially false information.

V1 Case Analysis

Customer (Peter) reports MX8500 hardware failure and requests warranty replacement. Agent failed to verify warranty, collect serial number, or initiate RMA. Escalated to higher management with promise of email follow-up. Incorrect support URL provided.

Troubleshooting Steps
  • Attempted isolation step on the faulty node
  • Mentioned possible firmware update for the unadded node
Key Observations
  • Customer explicitly refused troubleshooting, citing prior time investment and legal advice.
  • Agent provided an invalid support URL: 'support.ng writes.com' — not a Linksys domain.
  • No warranty verification or serial number collection occurred despite replacement request.
  • Agent repeated phrases excessively (e.g., 'Okay', 'Peter') and had multiple long silences [01:00–02:00, 02:00–03:00, 04:00, 05:00].
  • Agent claimed 'new software' could be tried despite customer refusing any further action.
Positive Highlights
  • Acknowledged customer frustration and apologized multiple times.
  • Agreed to escalate to higher management upon customer insistence.
  • Set a timeframe for follow-up (24–48 business hours) and offered to send an email.
Agent Errors / Gaps
  • Did not collect or verify product serial number or warranty status.
  • Provided wrong support URL (support.ng writes.com) — not a valid Linksys domain.
  • Repeated filler words and long silences, leading to inefficient and unprofessional call flow.
  • Offered irrelevant firmware/software suggestion for a hardware replacement request.
  • Failed to cite or create a HappyFox case or reference existing case details.
  • Did not follow standard RMA or escalation protocol; no confirmation of replacement process initiated.
  • Misrepresented support process by implying customer must perform troubleshooting for warranty replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or initiate an RMA; only promised to escalate and provide a future update without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed — references to 'isolation step' and 'new software' were vague and not executed with the customer.
R3 Partially Met Correct resolution path conf 93%
Agent escalated to higher management, which is a reasonable path for a warranty hardware issue, but failed to verify warranty status or follow standard RMA procedures.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions, identify specific symptoms, or establish root cause; skipped logical troubleshooting entirely.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., firmware check, remote access, logs) were used despite needing to verify node status and software version.
T3 Not Met No misinformation conf 98%
Agent provided an invalid URL: 'support.ng writes.com' is not a legitimate Linksys support site — this is a material factual error.
Communication
C1 Not Met Clear & professional language conf 96%
Call featured long silences, repetitive phrasing, and no clear structure; agent lost control and failed to guide the interaction effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted language and failed to adapt tone or content to customer’s high frustration and clear demand for replacement.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent remained on the case and did not transfer immediately, but failed to take ownership by initiating an RMA or concrete resolution path.
O2 Met Proactive follow-through conf 95%
Agent set a timeline: 'update within 24 to 48 business hours' and asked for best time to follow up, meeting expectations.
O3 Not Applicable Closure confirmation conf 90%
No evidence of prior case history or handoff; this appears to be the first documented interaction in the transcript.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 92%
Escalation was appropriate given customer’s demand and warranty status, but agent mischaracterized L2 support as a prerequisite rather than honoring direct replacement.
E2 Partially Met Escalation prep & handoff conf 91%
Agent informed customer of escalation and timeline, but omitted key details: no case number, specific team, or next-step ownership.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent repeatedly apologized and acknowledged frustration: 'I understand your frustration,' demonstrating empathy under pressure.
X2 Not Met Tone & rapport conf 94%
Agent continued with scripted responses despite customer’s anger and explicit rejection of further troubleshooting.
X3 Not Met Overall experience conf 95%
Customer repeated concerns multiple times; agent added unnecessary steps instead of streamlining to replacement request.
Call Transcript16 turns · 17 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from support, purchaser team team. Need to speak with Peter. Uh hello Peter, I um I'm Eric. I'm the one who's uh like taking over your case regarding your Linksys MX8500 and I just want to let you know that uh already completed the uh replication and may I ask if is it okay with you if we can perform like the isolation step for your other node? Okay. Okay, I really apologize. Okay, Peter, I really appreciate the information. Okay, so, um, what I had discussed with my supervisor last time. Okay, I understand that you already sent in the email that, okay. Okay. Okay, okay.
00:00
Speaker 2
sent the item for the repair and send it back to me this is not heard of it no you don't have to but nobody I talked to my legal advisor about it it's just nonsense I've never heard of it the device is faulty it's not working it's not functional is it should functional is it been you know it should run so so please uh of course for the replacement perhaps maybe take this for repair first of all first of all you know I don't really have a time to do that I am I have kids I have a family I have to spend time evening with them we spent two and a half hours last time
01:00
Speaker 1
Peter, is it okay with you if... to follow up to you by Monday instead? [silence] Okay. [silence] Peter, [silence] I apologize for the inconvenience. [silence] We have, actually, [silence] new software, [silence] that we can try [silence] because your other node [silence] that's not added has a older firmware. [silence] Okay. [silence] Peter, [silence] for our process, [silence] we don't have that process [silence] Peter. [silence] Our process here... [silence]
02:00
Speaker 2
Well but I'm not going to do a any computer the device is faulty I request that you must by the law provide a replacement.
02:00
Speaker 1
Okay. So, Peter, uh, since the last time that we discussed, and that's what my Subracha as uh, mentioned. So that's the reason why I performed the isolation step. Okay. So, I understand your frustration right now. So, uh, let me instead, uh, forward this with my higher level, uh, like our management instead, with my supervisor of uh, the request that you wanted. Yes. Okay. Uh, this is the process that we had, uh, Peter. We have, uh, level
03:00
Speaker 2
[silence] That's not my [no more appreciate] You know, I'm not going to spend time to do this. I really apologize. This is this is insane. I've spent five hours altogether to get a device fixed. The device is still in the warranty, has to be replaced. [silence] Is that device still in the warranty? Is that device still under effective warranty? Okay. I don't even understand why I'm talking to it. Need to get an explanation for anything.
03:00
Speaker 1
Level one, which is the one that you had uh tried to establish with before, then I am your level two department. I apologize. [ silence ]
04:00
Speaker 2
Listen, what really, you know, you keep talking to me those things. I am not, I don't really have a time. You keep repeating that sentence by sentence, repeating and repeating. You did the process. You have to do it. No, this is not how that warranty should stand for. I purchase a product with the three-year warranty and that warranty must be honored by Len. If not, if you're gonna talk to me about upgrading, degrading or or spend hours on that self-to-fiction. It's not really, it is not rare of it. Nobody even, I talked to my IT guy. He he was upset about it. I did give you advice to access to my personal computer. This is, we don't do this. It's illegal process in the United States. [silence]
04:00
Speaker 1
Early, I'm so sorry to hear that from you, Peter. But for our remote access, I... okay. Let me consult my higher management for this one, Peter. Because I understand that you want it to have the replacement. That's the one that already asked from my supervisor and my supervisor is just the one that asking me to do this stuff. Apologize for that one. So... okay. So, Peter, since I'm going to escalate this one with my supervisor and my higher management. So their feedback usually is within 24 to 48 business hours. So since it's weekend, so tomorrow, so I'll be able to check our case and provide you update.
05:00
Speaker 2
Do you, could you go, can you open your replacement case and send me the shipping address. [silence] That device is for the, I'm not gonna give anybody access to the monthly to my computer.
05:00
Speaker 1
starting Monday yes uh yes uh Peter I already understand that you want replacement but with the process of level two we are the technical support level two we perform troubleshooting as what I mentioned last time so uh Peter so Peter allow me to
06:00
Speaker 2
Well, what do you mean update of what? I mean, I don't understand. Can we open the replacement case? Get a product replaced. I don't know. I don't listen, this is, this is this is not nobody ever heard of that. I'm gonna send a complaint to Amazon about it because this is not in level one or level two. I'm talking about three other people. I took to get this thing fixed. That's not what a warranty stand for. You don't fixing this device for me and I'm not paying you for it. I required to get this device replaced because it's not function is supposed to function.
06:00
Speaker 1
Okay. Escalate your case to our higher management. Then I'll provide you an update within 24 to 48 business hours. Okay. So, Peter, I appreciate your time in answering my call, and will there be anything else aside from our main concern? Okay. No worries. I will be looking into our case after I escalate this case and waiting for their feedback. Okay. Professor in higher management, not just my supervisor. The higher management. So, Peter, if I'm going to provide you update by next week once I get the feedback,
07:00
Speaker 2
I'm a thank you no I need a follow-up email with this and I just wanna know that when the device is gonna be replaced no warranty okay feedback from who from that you supervisor okay no
07:00
Speaker 1
What would be your best time? Okay. So but at least email will do. Okay. Okay. Thank you. So Peter, I appreciate again your extra patience and cooperation with me. So my name again is Eric, your level 2 technician and you can also visit our website, which is support.ng writes.com. Have a great day to you, Peter. And goodbye for now.
08:00
Speaker 2
I'm not available next. No, I won't be available on the call next week and. following week. I out of town. Yeah, you can send me email with.. with confirmation. No.
08:00