V2 Rubric Detail — 0c8c692e-68f1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:33
Duration
19m 17s
Contact
Mendy Shelsteaz
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#PR00133474
Support Country
United States
Product Family
OTHERS
CSAT
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Sentiment Trajectory
—
Ticket subject: Device overheating

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall90.6% (+22.6)

V2 Grader Summary

The agent correctly identified a product safety issue (melting node) and escalated to Level 2 with full details and a clear 24–48 hour callback timeline. While safety triage was handled well, no technical troubleshooting was performed beyond confirming physical symptoms. The escalation was appropriate and well-executed, resulting in an Appropriate Escalation outcome.

V1 Case Analysis

Customer reports melted LN-1200 mesh node (SN: 6-0-D-1-M-1-5-E-O). No injury/smoke confirmed. Escalated to Level 2 support; callback within 24-48 hours. Customer provided receipt (Amazon purchase).

Troubleshooting Steps
  • Confirmed no smoke/fire or injury occurred
  • Verified only the affected node is non-functional (rest of network operational)
  • Collected serial/model numbers and customer contact details
Key Observations
  • Agent correctly identified and escalated a product safety issue without unnecessary technical troubleshooting
  • Collected all necessary customer and device details for escalation
  • Warranty status was not verified, but escalation path was appropriate for hardware faults per KB guidance
  • Long silences and initial misreading of serial/model numbers reduced call efficiency
Positive Highlights
  • Appropriately escalated a hardware safety issue to Level 2 support without delay
  • Collected and confirmed critical customer contact details for callback
  • Confirmed no personal injury or safety hazards before proceeding with escalation
Agent Errors / Gaps
  • Misread serial/model numbers initially (minor clerical error)
  • Did not verify warranty status or eligibility for replacement/RMA

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent escalated to Level 2 due to a product safety issue (melted node), with a confirmed callback window of 24–48 hours — the best available outcome for a hardware safety defect.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about smoke, injury, and power supply, but did not perform any technical troubleshooting (e.g., confirm model support, firmware, or prior resets); safety triage is valid but does not constitute full diagnostic progress.
R3 Met Correct resolution path conf 95%
Correctly identified a hardware safety issue and escalated rather than attempting unsupported fixes or dismissing the case; appropriate path for in-warranty hardware failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (melted node) and asked about smoke and injury, but did not ask about model-specific behavior, setup, or environmental factors; root cause assumed without diagnostic sequence.
T2 Met Appropriate tools / resources used conf 90%
Used internal escalation process appropriately for a safety-related hardware defect; no additional tools (e.g., remote access, logs) were necessary or available in this context.
T3 Met No misinformation conf 95%
All provided information — escalation path, callback timeline, need for receipt — was factually correct and consistent with policy for safety incidents.
Communication
C1 Met Clear & professional language conf 90%
Maintained control throughout, set expectations (‘24 to 48 hours’), managed transition to hold, and confirmed callback number; clear and structured despite customer digressions.
C2 Met Confirmed understanding conf 90%
Used plain language, avoided jargon, checked for injuries and contact details — adapted communication to a concerned customer with a safety issue.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership: collected all necessary details, initiated escalation, and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 90%
Clearly stated next step — callback within 24–48 hours — and confirmed the customer’s phone number and email; no ambiguity in follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation triggered by product safety hazard (melting, smoke), which is a valid and documented reason per support protocol.
E2 Met Escalation prep & handoff conf 90%
Escalated to correct team (Level 2), provided full context (safety issue, receipt, contact info), and informed customer of timeline and method of follow-up.
Customer Experience
X1 Met Customer effort minimised conf 95%
Expressed concern for safety (“Any injury?”), thanked customer for patience, and closed with empathy and professionalism.
X2 Met Tone & rapport conf 90%
Matched customer’s emotional state (concerned parent), used calm tone, confirmed understanding, and kept engagement high.
X3 Met Overall experience conf 95%
Collected all required information in one flow, avoided repetition, and minimized customer effort by handling escalation internally.
Call Transcript17 turns · 20 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Hi, I was calling because I tried doing everything online and I couldn't figure it out, so I decided to come instead. Um, but I have, uh, the Linksys, the mesh system with the with the little nodes and one of my nodes malfunctioned and melted.
06:00
Speaker 2
[silence] Thank you for calling Innis. My name is Gerald looking out.
06:00
Speaker 1
Hello? Okay, so the serial number is 6-0-D-1-M-1-5-E-O or zero-2-1-27. And the model number uh is LN-1-2-00.
07:00
Speaker 2
Alright. So what is the serial number and model number of that? Let me read it back. 0. Just did. Oh, go ahead. All right. Let me read it back to you the serial number. So that's 6-0-D-10M.
07:00
Speaker 1
Yeah. Mindy S.
08:00
Speaker 2
number 15 E is 02127. How do you spell your last name and what is your email address?
08:00
Speaker 1
Okay. It's Seth's Mama, s-e-t-h-m-a-m-a-m-a to three at gmail.com. Um, it is Uh, Wisconsin 24-7. Hold on. Let me get the exact spelling for you. Okay, it's Wesconsin, W-E-S-T-C-O-N-S-I-N 24 slash 7. It's Wisconsin telecom. West Wisconsin Telecom. I'm sorry. [silence] Yeah, it was on my my son's desk and he said he heard it making noises and he could smell burning and so he unplugged it. And I now have it right here in my hand, I tried uh talking to the AI bot thing on the website and I uploaded pictures of it on there, but then it was just like, okay, well, click this link. And then it took me back to the main page. So I'm like, okay, I'm just going to call. Yep. The other one and the router and everything is working just fine. So yeah, this thing's like literally like burning and yeah.
09:00
Speaker 2
all right. And that's the only one that's not working, right? All right. With regards to this uh this router, did the smoke came out to that device or did not? Okay.
10:00
Speaker 1
Yes. It, because the plastic's all warped and bent around the base, around the little fan area and the very top. No. No, and he was smart and unplugged it as soon as he realized what was happening. [silence]
14:00
Speaker 2
Any... any... any injury or like burn or something? No? Alright. Alright, thank you.
14:00
Speaker 1
no, I have the cable like that part and uh no the power supply was fine. It's just the device.
16:00
Speaker 2
Alright, last question for this. And we'll see what we can do. Did the power supply stop working? Was it actually, like, burning or no? All right, give me at least two minutes, okay? I'll be right back. Thank you. Thank you so much for patiently waiting on the line. So, regarding your case, since this is a product safety, I will endorse your ticket to the level to support, and also, if you still have the receipt of this one,
16:00
Speaker 1
Uh, yeah. Womp. Okay. Okay. So, so they're just going to give me a call back about it. Um, but yeah, so I ordered it through, um, from you guys through Amazon. So that's the receipt I have. I'll make sure I download a copy, so I have it with me. Um, but yeah, so, um, I will be waiting for a phone call. And wait, do you have my phone number? Yeah.
18:00
Speaker 2
uh prepared that they might ask for the receipt regarding this because it's uh the mesh no okay call back is it's gonna take um 24 to 48 hours they'll call you back if you the did not receive the call they're probably gonna leave you a message through your email check your email anything else you want to add or questions okay oh I forgot to confirm that thank you for reminding me so that that is 715 688 9861 this is the best call back number right
18:00
Speaker 1
That's my cell phone. No. No. That's it. Oh, thanks. Bye.
19:00
Speaker 2
All right, anything you wanna add? Questions? Thank you so much for your understanding. And I hope you have a good one, you take care.
19:00