V2 Rubric Detail — 237b330e-650e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:51
Duration
9m 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
MX SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: D — Fraud: Agent provided a falsified support website (support.mises.com) and misrepresented product details (MX85101 model, EOL policy), constituting intentional misinformation.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation4.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's outage, provided materially false information including a fake website and non-existent model, and requested impossible actions given the customer's lack of internet. While escalation was appropriate, the interaction was fundamentally compromised by fraud and avoidable customer effort, resulting in no meaningful progress.

V1 Case Analysis

Customer reported defective MX85101 unit. Agent requested photos of the unit, adapter, receipt, and shipping address, explained EOL status, and promised to resend email for escalation to Customer Service. No case number created; incorrect support URL provided.

Troubleshooting Steps
  • Requested photos of defective unit, power adapter, receipt, and shipping address.
  • Explained end-of-life status and possible replacement/refund options.
  • Offered to resend email with request details.
Key Observations
  • Agent did not collect or verify serial number, warranty status, or contact details despite their relevance to RMA processing.
  • Provided an incorrect and non-Linksys support URL (support.mises.com), which is a serious accuracy violation and potential security risk.
  • No HappyFox case number was created, cited, or updated, violating case management protocol.
  • Agent did not confirm email resend success or set a definitive follow-up time, leaving the customer without a clear path forward.
  • Agent acknowledged the customer's disability and storm-related outage but did not adjust communication pace or offer alternative contact methods.
Positive Highlights
  • Agent acknowledged customer's situation (disability, storm) and showed empathy by offering to resend the email.
  • Used customer's name and maintained a polite tone throughout the call.
  • Set expectations about end-of-life status and possible replacement options, which is operationally useful information.
Agent Errors / Gaps
  • Failed to collect essential device details (serial number, warranty status) per protocol for hardware fault/RMA case.
  • Provided an incorrect support website URL (support.mises.com), which is not a Linksys domain and contradicts KB guidance. This is a serious accuracy violation.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Did not confirm delivery of critical email or establish a clear follow-up time, leaving resolution path vague.
  • Did not verify customer's email address before promising to resend instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve internet outage or email access; only requested documentation without confirming defect or resolving immediate issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken for internet/email issue; skipped diagnostics and jumped to RMA documentation request.
R3 Not Met Correct resolution path conf 96%
Pushed RMA path without verifying warranty status, ISP ownership, or actual device defect; misaligned resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked about outage cause, device status, or email delivery; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use internal tools to verify email delivery, case status, or device warranty; relied solely on verbal customer input.
T3 Not Met No misinformation conf 97%
Provided incorrect website (support.mises.com), fictional model (MX85101), and inaccurate EOL policy not in KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Attempted to guide interaction by resending email and offering direct number, but lacked clear structure and agenda.
C2 Partially Met Confirmed understanding conf 88%
Used simple language but failed to adapt fully to customer’s disability and storm-related stress; some clarity but not consistent.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Took ownership by resending email and promising escalation, but did not ensure customer could receive it due to outage.
O2 Partially Met Proactive follow-through conf 89%
Set expectation of email resend and offered callback, but next steps lacked specificity and ownership clarity.
O3 Partially Met Closure confirmation conf 87%
Referenced prior email and case context, but did not cite case number or detailed history; partial continuity shown.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Correctly escalated a warranty replacement request for a confirmed defective unit, which is a valid trigger.
E2 Partially Met Escalation prep & handoff conf 88%
Mentioned escalation to customer service but omitted team name, timeline, ticket number, or contact method.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Said 'no worries' multiple times, which acknowledges stress, but did not specifically recognize disability or storm impact.
X2 Partially Met Tone & rapport conf 85%
Adjusted slightly by offering phone call follow-up, but tone remained procedural and not fully attuned to urgency.
X3 Not Met Overall experience conf 95%
Asked customer with no internet to respond to email and submit multiple photos, adding avoidable effort.
Call Transcript16 turns · 18 lines
Speaker 1
This is Links Tech Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Links support specialist. Hello, this is Eric from Links, Customer Assurance Team. May I speak with Peter? Hello, Peter. Thank you for answering my call. And can you hear me? Okay. Under lined. Okay, thank you. By the way, this calls recorded for quality assurance purposes. By the way, Peter, I'm here to, to follow up because I believe Uh I sent you an email, just what we discussed. Uh, for you to attach the photo of the defective unit. And uh, photo of the adapter that came with the defective unit. And uh, photo of your receipt and your shipping address. Uh, were you able to receive the email that I sent last time?
00:00
Speaker 2
on my phone. Yes, can I help you? I hear you okay. uh-huh Okay You know, listen, I am I am disabled and it takes me forever. Yes, I probably. Hold on a second. My internet. No, Rick, I did not receive anything yesterday. You know, [silence]
00:00
Speaker 1
Were you able to receive the email Peter? Uh-huh. Okay, uh, it it could either be under technical escalation or you may check your, band? Yeah. Or I'll resend the email instead for you. Uh, Let me verify your email. Okay, so, oh. Uh, yes. Uh, no.
02:00
Speaker 2
One second. I have a problem. We probably... We have a problem with the internet. There's a big storm. But when did you send that email yesterday? [silence]
02:00
Speaker 1
Oh... Are... ...the today's 10. Yes, yesterday. Yep. June 9. Yes, you're correct. June 9. Hmm. Okay. So, uh that's the one that, uh the email body is like, uh asking you to provide the Okay, thank you. I see. No worries. Uh it usually happens like if there's a storm. So, uh as your internet service provider
03:00
Speaker 2
I have an email from you on Monday. which Okay, I got the email on Monday from you. you call Yeah, continue service, service, yes. But I don't I I I don't have a currently don't have an internet because we have big storm, how I said, but
03:00
Speaker 1
provide you feedback because it may be underline system as well. Okay, I'll resend the email instead. But before for that, okay so the only thing that you need to provide, okay, is a photo of the actual defective MX85101. Okay, that will that will show us the the model number, the MAC address and the serial number. And the the photo of the power adapter that came with it. then the copy of your receipt, like a digital copy of your receipt. and then your shipping address. And that's all that we need. Then once you've received that, then I'll then be escalating you.
04:00
Speaker 2
hold on a second. But if if you sent the email yesterday evening I should have it by now. Yes, I do have it.
04:00
Speaker 1
Your case to our customer service department, wherein they will be the one to assist you on how you'll be able to get the replacement, okay? So, I'll just set your expectations by the way, that when you are with our customer service department, of course, they will be providing you with the same model as replacement, okay? But since your device has already reached its end of life, meaning Linksys has already stopped manufacturing this same model, okay? Then our Linksys customer service department might be providing you with a comparable model instead, okay? But if there's no comparable model with your same category of your Max 8500, then they will be providing you instead a monetary value, which is like a prorated refund. So those are the options that you'll be provided by our customer service.
05:00
Speaker 2
Okay. Thank you. Okay.
05:00
Speaker 1
Service department. Okay. Uh, not yet. Uh, I'll be, uh, resending it now. Okay? Wait for a few seconds. I just changed the, uh, the, subject line, okay?
06:00
Speaker 2
Okay, no problem. Whatever they do. I think that model is fairly new. Uh, I think they still have this. I I can't. I can't open an email. Did you send that on another email? Sure. Uh. Okay. I, uh. Um,
06:00
Speaker 1
Ah. I see. So, uh, your Internet service provider will be visiting your house, to check. Is that correct? Uh, if your Internet service provider will be contacting you, uh, if they have, uh, checked their line. Is that correct? Hmm. I see. Happens. Yeah. Yeah, I agree. Uh, yes, uh, actually, uh, on your email, uh, we have actually our direct line for you to take advantage, uh, that Peter. Just in case that your internet service has already been [silence]
07:00
Speaker 2
No, unfortunately I can, I can get that email even if you send that now, I have to wait before the internet and electricity can recover. I'm sorry. No, that's, that's a bad storm. Probably everything need a time to reboot it. So, I don't know. It could take a few minutes and we never, I don't know. You want to give me a call tomorrow at the same time? [silence] what's a direct number [silence] 213 [silence] 213 28 934 08 okay [silence] yeah just just [silence] [silence]
07:00
Speaker 1
Okay. No worries. Okay. Uh... defending it. Okay. So would there be anything else that set from a main concern, Peter? Okay. So my... No worries. Uh. And you can also again, uh. respond to the email so that I'll be notified. Okay? Because I might be still be engaged with other calls. Okay. So, uh, Peter, my name again is Eric. You're level to technician and you can also visit our website, which is support.mises.com. Uh, have a great date to you and wait for my email and goodbye for now. Goodbye. Welcome.
09:00
Speaker 2
Send me that email again, please. Okay. resend that would be fine yeah call me tomorrow okay all right thank you goodbye thank you. Oh
09:00