V2 Rubric Detail — 0f204828-7a3e-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 19:57
Duration
6m 5s
Contact
Trung Nguyen
Issue Type
Escalation Request
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
jane.reambonanza@concentrix.com
HappyFox Case
#TE00136258
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - Linksys Customer Support - #TE00110086

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
Escalation4.00/5
Customer Exp2.50/5
Overall69.2% (+33.2)

V2 Grader Summary

The agent correctly processed a hardware replacement by confirming inventory, requesting shipping details, and escalating to the appropriate department, providing clear next steps. While the call lacked any troubleshooting and contained an inaccurate support URL, overall ownership, communication, and escalation were appropriate, leading to a successful resolution.

V1 Case Analysis

Customer (Trang Nguyen) requested replacement MX6201. Agent confirmed inventory but provided incorrect support URL (support.thinksys.com), did not verify warranty/serial number, and failed to initiate proper RMA workflow. Case escalated verbally; awaiting customer shipping address and power-adapter image.

Troubleshooting Steps
  • Confirmed replacement model availability in inventory
  • Requested shipping address and power-adapter picture
  • Verbally escalated request to customer service department
Key Observations
  • Agent provided a materially incorrect support URL (support.thinksys.com) at [05:00], which is not a Linksys domain and could mislead the customer to a potentially unsafe or fraudulent site.
  • No warranty status or serial number was collected or verified, violating mandatory RMA protocol per universal_rma_replacement_protocol.md.
  • Agent failed to create or reference a HappyFox case, violating standard case management protocol.
  • Agent claimed to 'escalate' the case but did not follow the documented escalation path in universal_escalation_guide.md, which requires verified device info and case documentation.
Positive Highlights
  • Confirmed that the replacement MX6201 is in inventory, addressing part of the customer's concern.
  • Set a clear expectation that customer service will contact the customer within 24-48 business hours, providing timeline clarity.
Agent Errors / Gaps
  • Provided incorrect support URL (support.thinksys.com) instead of the official https://support.linksys.com, violating ACCURACY and potentially exposing the customer to unsafe domains.
  • Did not collect or verify device serial number, which is required for RMA processing per KB.
  • Failed to verify warranty status before proceeding with replacement request, violating PROTOCOL.
  • Did not create or reference a HappyFox case, violating standard support documentation protocol.
  • Did not follow the RMA process outlined in universal_rma_replacement_protocol.md, which requires warranty verification, serial number, and case creation before escalation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms replacement model MX6201 is in inventory and will be escalated so customer service will contact within 24‑48 business hours.
R2 Not Applicable Diagnostic thoroughness conf 90%
The call concerns a replacement; no troubleshooting steps were required or performed.
R3 Met Correct resolution path conf 90%
Agent correctly follows the replacement path: confirms inventory, requests shipping address and power‑adapter picture, and promises to email the details.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
Customer did not request diagnostic support; agent is handling a pre-agreed RMA follow-up, so no root cause analysis was needed.
T2 Not Applicable Appropriate tools / resources used conf 100%
No diagnostic tools were required for processing a replacement; agent relies on internal inventory and case data.
T3 Not Met No misinformation conf 100%
Agent provides incorrect support URL: 'support.thinksys.com' instead of 'support.linksys.com' as required by the KB (universal_support_contacts.md).
Communication
C1 Met Clear & professional language conf 85%
Agent opened with a greeting, set expectations about the replacement timeline, asked if anything else was needed, and guided the call to a close.
C2 Partially Met Confirmed understanding conf 85%
Agent uses polite language but misnames customer repeatedly (Trang → Chong, Tron) and provides a critical URL incorrectly, suggesting poor clarity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from contact to close, transferred only for documented reason after appropriate effort, honored every commitment.
O2 Partially Met Proactive follow-through conf 90%
Agent gave clear next steps: provide shipping address and power‑adapter picture, expect an email, and a follow‑up call within 24‑48 business hours.
O3 Met Closure confirmation conf 85%
Agent referenced prior discussion about the replacement and continued the same case without asking the customer to repeat information.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation to the customer‑service department was appropriate for a hardware replacement.
E2 Partially Met Escalation prep & handoff conf 85%
Agent indicated escalation and timeline but gave an incorrect support URL and did not provide a case/reference number.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expresses appreciation but repeatedly misnames the customer and provides incorrect information, undermining sincerity and professionalism.
X2 Partially Met Tone & rapport conf 80%
Agent maintains a polite tone but fails to confirm understanding of critical details (e.g., correct URL, customer name), indicating poor adaptation.
X3 Partially Met Overall experience conf 75%
Agent avoids re-asking prior info but introduces avoidable effort by providing a wrong URL and requiring customer to respond to an unverified email channel.
Call Transcript10 turns · 10 lines
Speaker 1
[ silence ] This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Links Specialist. Hello, this is Eric from Linksist customer assurance team. May I speak with Trang Nguyen? Hello, Trang. Thank you for answering my call and can you hear me okay on the line? Okay. By the way, this call again is recorded for quality assurance purposes. So, Trang, as what I discussed with you earlier, I'm here to provide you feedback of, about the availability of the replacement model that we agreed, which was the MX6201. Okay. And I just got a feedback from our customer service that we have it in inventory. Okay? So, that's good news. So, I will now proceed in escalating your case to their department
00:00
Speaker 2
this is he yes I can hear you
00:00
Speaker 1
And one of our customer service department will then be contacting you within 24 to 48 business hours, okay? Okay. Okay? Good, okay. So at least we have somehow uh get a resolution, okay? So again Chong, uh I cannot do this without your extended patience and cooperation. Okay? So, would there be anything else aside from your main concern? Yes, and you will be the one to provide you uh much detailed uh instructions on how you'll be able to get the replacement, okay? Okay. Okay, so, uh, you're actually uh very much welcome uh strong, okay? So, uh as what I had discussed, okay? So feel free to, uh, like visit our website, which is support.
01:00
Speaker 2
Okay. Okay. All right. That's good. Okay. Okay. No, that's it. So, I'll wait to hear back from customer service. Okay. All right, thank you. [silence]
01:00
Speaker 1
[ silent ]
02:00
Speaker 2
but I ordered the ill for a counter.
03:00
Speaker 1
user name and MAC address, but you already provided that, you just need to add only the power adapter that came with it because it's one device, okay? Then the shipping address. Yes I believe it was not verified here. So at least you will be able to to provide to me your shipping address. okay? So I believe that's the only information then. Once I get those, then I'll just uh immediately escalate your case to our customer service department, okay? Okay. Okay, but uh I'll make sure as well that you respond directly to my email so that it will not be routed on our system that it may take time, okay? So uh I'll I'll call you again if I'm not able to respond uh if I'll not be able to get your your responses uh within a few minutes.
04:00
Speaker 2
Okay. Okay, yeah. [silence] Okay, yes, I'll provide that information right away. Okay.
04:00
Speaker 1
but this time just wait for me to compose the email and you'll be receiving that in a few minutes from now, okay? okay, so my name again is Eric trunk and our website is support.thinksys.com. wait for my email and once you receive the email, provide the necessary information. I believe you only lack the power adapter information. Just take a picture of it so that it will provide you the power adapter information including its model and specifications. And the shipping address, okay? okay. So, goodbye for now, Tron.
05:00
Speaker 2
Okay. Okay. Okay. Okay. Okay.
05:00