V2 Rubric Detail — 0d56d41a-8080-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:04
Duration
11m 22s
Contact
515-987-4518
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00137325
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LGS108P Not Turning ON

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation3.50/5
Customer Exp2.50/5
Overall45.8% (+15.8)

V2 Grader Summary

The agent escalated a suspected hardware fault without performing basic L1 troubleshooting steps such as checking LED status or attempting a reset, which are required by universal_hardware_fault.md. While escalation was executed professionally, the lack of L1 troubleshooting results in Not Met ratings for T1 and T2. The outcome remains unresolved due to lack of technical progress, despite adequate ownership and escalation execution.

V1 Case Analysis

Customer reports LGS switch not powering on. Agent skipped all basic diagnostics, failed to confirm model/serial or warranty status, and escalated to Level-2 with ticket #137325 (callback expected in 2-3 hours).

Troubleshooting Steps
  • Asked if a different power outlet or power cord had been tried
Key Observations
  • Agent failed to collect or confirm product model and serial number despite customer attempting to provide them at [01:00].
  • No basic hardware fault diagnostics were performed (e.g., LED check, power adapter verification, hard reset) as required by KB guidance.
  • Agent used incoherent, non-technical phrases ('LGS and timeout', 'diagnostic with the lep') that provided no actionable guidance.
  • Warranty status was not discussed or inferred before escalation, violating protocol for hardware faults.
  • Agent misrecorded customer's callback number as 515-865-950 instead of 515-865-9500.
Positive Highlights
  • Asked customer about trying a different power outlet/cord, aligning with basic troubleshooting steps.
  • Created a support ticket (#137325) and communicated it clearly to the customer.
  • Set a concrete callback expectation of 2-3 hours for Level-2 contact.
Agent Errors / Gaps
  • Failed to verify or capture model number and serial number from customer input.
  • Skipped required hardware fault diagnostics (LED check, power source verification, hard reset).
  • Provided nonsensical technical explanations ('LGS and timeout', 'diagnostic with the lep') with no KB basis.
  • Did not verify warranty status before escalation.
  • Misrecorded customer's callback phone number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved during the call; issue was escalated without executing any fix or customer education.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked about trying another power cord; skipped basic steps like checking LED status, reset button, or using the correct KB for hardware faults.
R3 Partially Met Correct resolution path conf 90%
Correctly escalated due to suspected hardware fault, but failed to perform even basic L1 troubleshooting (e.g., LED check, reset) before escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. For a device that won't power up, the agent skipped checking LED states (Step 2 of universal_hardware_fault.md) and inspecting the power port for damage (Step 2), jumping straight to escalation.
T2 Not Met Appropriate tools / resources used conf 98%
The agent did not use the available KB resources. universal_hardware_fault.md explicitly provides a diagnostic path for 'Device Not Powering On' (checking LED states, power port inspection, and power cycling) which was entirely ignored.
T3 Met No misinformation conf 97%
The agent did not provide any materially incorrect technical information; the suggestion that the issue might be hardware-related is consistent with the symptoms and KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Set expectations for callback and used hold appropriately, but lacked structure in guiding the interaction or outlining a plan.
C2 Partially Met Confirmed understanding conf 86%
Used polite language but did not adapt to customer’s expressed frustration or confirm understanding of technical steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership by creating a case, gathering info, and initiating escalation without unnecessary transfer.
O2 Met Proactive follow-through conf 97%
Provided ticket number, confirmed callback number, and gave realistic 2–3 hour timeline for Level 2 contact.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Escalation was reasonable given hardware suspicion, but premature—basic L1 diagnostics (LED, reset) were skipped and should have been attempted first.
E2 Met Escalation prep & handoff conf 96%
Provided ticket number, explained escalation path, and informed customer when to expect callback.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Used polite phrases but did not acknowledge customer’s history of multiple calls or express empathy for frustration.
X2 Partially Met Tone & rapport conf 84%
Maintained basic engagement but did not adjust tone or pacing to customer’s evident stress; interaction remained transactional.
X3 Partially Met Overall experience conf 82%
Customer had to repeat callback number, but agent read it back for verification—shows minor effort to reduce error despite repetition.
Call Transcript12 turns · 16 lines
Speaker 1
still know I 'm still know how much trouble shooting a person could do at this point in the game. Model number first is is and Larry. G is and George's and Sam 1 0 8 P is in Paul V is in Victor the number two. The serial number is 1 3 Unicorn 20 Mary 45 delta 0 0 0 1 0.
01:00
Speaker 2
Okay. So, can you give me the model number and the serial number of that switch? Okay, thank you so much, sir. [silence]
01:00
Speaker 1
[silence] First time today. uh, I mean, I've called links throughout the years hundreds of times. So first time on this particular device. [silence] Um, certainly, it's Michael Thompson, T-H-O-M-P-S-O-N. [silence] Um, email is mike@privatesectorinc.com. [silence]
02:00
Speaker 2
[silence] and uh uh is this uh your first time calling Linksys? Okay. Okay. I see. Cause I did actually like you know try to check about this uh switch if we have some information and file. So let me create a record for uh for this conversation. Can I have your first name and your last name please? Okay. Thank you so much Michael. And can I also please have your active email address please?
02:00
Speaker 1
That's correct. No, because I don't have one available. I would have though. Media come.
04:00
Speaker 2
okay, so, uh, so, did you try? since you actually mentioned earlier that you have tried multiple power outlet right? have you tried switching or trying another power cord that has the same specs with the one that you have right now? okay, now just give me one moment. Now, by the way, sir, how your internet service provider? just so much. So, uh, let me just go ahead first and look for this, uh, switch. Give me one moment. So that, uh, we can move forward. So what you have is the version two. LGS and timeout. Okay. Okay, um inside Michael. Can I put the call on hold?
04:00
Speaker 1
Sure. Hey, do you want to get my call back? 515 987 4518. Clearly, I'll uh
07:00
Speaker 2
[KEEP_UNCERTAIN] Sure, no problem for like about three to five minutes. Let me just go ahead and check on my articles or the articles or the articles here and then I'll get back to you. Okay? Okay. Can I at least stay on the line? Yeah, absolutely. All right. Um, by the way, the phone. Oh, yeah, sure. Please. Perfect. Thank you so much for waiting. Sir Michael. So, Um, I'll just make the end of line with me. [silence] Hey-y-y!Okay, hello Sir Michael.
07:00
Speaker 1
an RMA or what what what a I mean I'm no brain surgeon by any means but what diagnostics would a person run on a device that won't power up [silence]
09:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Uh, yeah, I did actually check on this uh the switch that you have. So what we are going to do, is especially with your case, is uh we are going to escalate this one to our level 2 technicians right away. So that you can get assisted regarding with this one. So just to set the proper uh I'm sorry. Uh well, we are still going to run some uh some diagnostics with the uh I'm sorry. Uh well, they can actually try some other things um especially with this one cuz um the problem of this switch might be about its hardware itself. But uh yeah, you can absolutely trust our level two technicians on this. So, eh, This side, we are still going to run some eh, some diagnostic with the lep. This eight, we can
09:00
Speaker 1
Well, if you're going to call if you're going to have someone call me, let me give you a different telephone number. 515-865-9500. That's correct. Hold on a second. 137 what? Okay. [silence]
10:00
Speaker 2
[silence] Just keep your lines open and then they will be the one who's going to call you back, okay? Okay, let me just read it back to you to confirm if I got it correctly. That is 515-865-950. Okay. So Sir Michael, the Ticket number of this conversation is 137325. 137325. Okay. So just to set the proper expectation as well with the call back process. so the maximum estimated term gonna be like, you know, about three, I mean, two to three hours. But if there is an available technician already, then they're gonna go ahead and call you back right away. Okay? Alrighty, thank you so much Sir Michael. Have a, have a wonderful day ahead. Bye for now.
10:00