V2 Rubric Detail — 10b4a882-7a5c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 23:32
Duration
6m 1s
Contact
Jimmy Ellis
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regilene Come
HappyFox Case
#PR00134557
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1600_One node stopped working due to defective power adapter
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent successfully captured the shipping address, set a clear expectation of 7‑14 business days, and promised to forward the request to the shipping department, demonstrating ownership, empathy, and appropriate communication. No troubleshooting or escalation was needed, and the issue was resolved via replacement initiation.

V1 Case Analysis

Customer (Jimmy Allen) requested replacement power adapter and cord. Shipping address captured (208 E. 5th St, Florence, CO 80866). No model, serial, or warranty verified. No RMA or case created. Agent forwarded request to shipping with 7–14 business day estimate. Follow-up required for tracking confirmation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect product model number or serial number, which are required for any RMA or replacement request per universal_rma_replacement_protocol.md.
  • No warranty verification was performed, violating standard protocol for hardware replacement requests.
  • No RMA number or case/ticket reference was provided, leaving the customer without a way to track the request.
  • Agent provided a shipping timeframe (7–14 business days) but no concrete tracking or follow-up mechanism.
  • Customer’s statement about buying from Linksys for over 20 years strongly suggests the device is out of warranty, making paid support or a fee-based replacement appropriate.
Positive Highlights
  • Accurately captured the customer’s full shipping address (208 E. 5th St, Florence, CO 80866).
  • Provided a clear shipping timeframe estimate (7–14 business days).
  • Demonstrated empathy for the customer’s urgent personal circumstances (wildfires, health issues).
  • Maintained a calm and professional tone despite the customer’s emotional state and audio difficulties.
Agent Errors / Gaps
  • Failed to collect product model number and serial number, which are mandatory for any RMA or replacement request (universal_rma_replacement_protocol.md).
  • Did not verify warranty status before agreeing to process a replacement, violating Linksys support protocol for hardware replacements.
  • Did not create or reference a HappyFox case, leaving no documentation or tracking for the request.
  • Did not provide an RMA number or any tracking mechanism, leaving the customer without a way to follow up on the request.
  • Agreed to process a replacement without confirming whether the customer was eligible (in warranty or under paid support), which could lead to unauthorized shipments.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent captured shipping address and confirmed forwarding to shipping department for replacement processing.
R2 Not Applicable Diagnostic thoroughness conf 98%
Call was administrative (shipping address collection), no technical troubleshooting required.
R3 Met Correct resolution path conf 94%
Agent set correct expectation (7‑14 business days) and initiated replacement process; no evidence of warranty status check needed for this administrative task.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic process needed for shipping address collection.
T2 Not Applicable Appropriate tools / resources used conf 94%
No tools required for address confirmation and shipping initiation.
T3 Met No misinformation conf 95%
Agent provided accurate shipping timeframe (7‑14 business days); Assessment 3 confirms KB does not contradict this claim.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced self, guided conversation, set expectations, and closed politely despite emotional customer.
C2 Met Confirmed understanding conf 95%
Agent used empathetic, simple language appropriate to customer's distressed state and health/fire context.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership, did not transfer, and committed to forwarding address to shipping department.
O2 Met Proactive follow-through conf 96%
Agent provided clear next step (forward to shipping) and realistic timeline (7‑14 business days).
O3 Partially Met Closure confirmation conf 88%
Agent asked customer to repeat address despite prior email reference; no evidence of using existing case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred or was warranted for this administrative request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation took place.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent acknowledged frustration and health/fire situation sincerely: 'Oh, that's bad... Totally understand.'
X2 Met Tone & rapport conf 95%
Agent matched customer's emotional tone, used reassuring language, and kept engagement throughout.
X3 Met Overall experience conf 95%
Agent recorded address once and handled request without making customer repeat information unnecessarily.
Call Transcript7 turns · 8 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. Oh. Hello. Hi, this is Reg from Linksys Customer Support. Am I talking to Jimmy Allen? Oh, how about this one? Oh, that's great. Um, yeah, this is Reg from uh Linksys Customer Support. I'm actually calling in regards to the email I sent you. Um, we were asking for a shipping address for us to process the replacement, uh, on the power adapter the Linksys uh power adapter. Uh, we don't see a record here. Uh, let me double check.
00:00
Speaker 2
Yes. I can barely hear you, huh? I can barely hear you. Yeah, I can hear you now. Yeah, it's the cord and the power adapter. Right? I gave it to Eric. He didn't write it down. Then he told me that they're gonna send me the cord in all. I don't want the note. My note's good. So, hunny, ain't no need you guys send me a note. And he said he was just gonna, uh, I told him just send me the cord, the power adapter and the cord all in one unit because I don't know which one's bad, either cord or that. I know it's bad, but I don't know if it's the power adapter or the cord. And I requested just for him to send the whole deal and he said he would. And my address, I'll go, hunny, I'll go ahead and tell you my address. It's 208 E. 5th Street. That's 5th Street. And that's Florence, Colorado. F L O R E N C E, Colorado. 80866. 80866. And that's my address. Okay, honey. And it's like, so dear.
00:00
Speaker 1
Oh, okay. Okay, got it. Thank you so much. I'll take note of that and forward this to our shipping department for them to process the replacement for the power adapter with the cord. Thank you so much for this, um, Jimmy. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] uh. [silence] I popped it.
02:00
Speaker 2
Oh honey, and please, we got a major fire here. Three of my friends have lost a house here in Colorado. I would appreciate it where I Can make sure because I've been fighting for my life with cancer, hon. So I hope I can get it as soon as possible because my security camera. That's why I got, you know, Got the link set up. I was telling Eric too. I've been buying from Link for years, han. For over 20 some odd years.
02:00
Speaker 1
Oh, that's bad, but uh no worries, we'll make sure to take note of that one. And um I'll check on the shipping department and as soon as we have the tracking number, we'll let you know. But to set your expectations, there would be 7 to 14 business days as a shipping timeframe. But um if there is a way that we can actually prioritize this one, we'll let you know and with the tracking information. Okay?
04:00
Speaker 2
a hundred dollars about me trying to get that part from you guys or them nobs. Oh honey, I would appreciate it. Three of my friends have already lost their house and the fire is, you could say, is right out my back door. and we got a Colorado's burning up here with all these fires and I'm right near them and that's why I would like to get it as quick as possible because
04:00
Speaker 1
Totally understand. Yeah, sure. No problem. We'll make sure that this is documented and I'll forward it to the shipping department. Okay. You too, Jimmy. Thank you for answering the call. Have a great day. Bye bye for now.
05:00