V2 Rubric Detail — 2441eeee-70ae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:54
Duration
11m 6s
Contact
Dan Boadwine
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall53.8% (+17.8)

V2 Grader Summary

The agent demonstrated strong communication, ownership, and escalation execution but failed to perform any troubleshooting or resolution. No diagnostic steps were taken, and no technical tools were used, leaving the issue unresolved. While empathy and follow-up were handled well, the lack of technical engagement results in an Unresolved outcome.

V1 Case Analysis

Customer (Dan Bondwine) requested an RMA for a non-functional router. Agent acknowledged frustration but did not collect model/serial, verify warranty, or perform troubleshooting. Callback scheduled for 2 PM EST with Level-2. Case remains open.

Troubleshooting Steps

None recorded.

Key Observations
  • No product model, serial number, or warranty status was collected [04:00].
  • Agent did not perform any diagnostic steps or verification of the router's state [03:00–10:00].
  • Extended hold time (~4 minutes) without explanation or estimated wait [05:00–09:00].
  • Agent failed to explain the RMA process, eligibility, or required steps [04:00].
  • Agent did not confirm whether the issue was hardware-related or required ISP/modem verification per KB guidelines.
  • Agent acknowledged customer frustration and scheduled a specific callback time, providing a concrete next step [09:00–10:00].
Positive Highlights
  • Provided a sincere apology and acknowledged the customer's frustration empathetically [04:00].
  • Confirmed the customer's name and email accurately [01:00].
  • Scheduled a specific callback window (2 PM EST), giving the customer a concrete expectation [09:00–10:00].
  • Correctly recognized that the case had been escalated to Level-2 and attempted to coordinate follow-up [05:00].
Agent Errors / Gaps
  • Failed to gather essential product information (model, serial, warranty) despite customer requesting RMA [04:00].
  • Did not perform any diagnostic steps before offering escalation, violating Angry Customer Protocol which requires acknowledgment but still mandates information gathering for escalation path [03:00–04:00].
  • Placed the customer on hold for an extended period (~4 minutes) without informing them of the reason or expected duration [05:00–09:00].
  • Did not explain the RMA process, eligibility criteria, or required documentation [04:00].
  • Did not verify whether the issue was with ISP, modem, or router per Step 1 — Try These Fixes First in KB [03:00].
  • Did not confirm if the device was ISP-provisioned, which affects RMA eligibility per universal_support_contacts.md [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the customer requested an RMA which was not issued, and the issue remained open with only a callback scheduled.
R2 Not Met Diagnostic thoroughness conf 97%
Agent performed no troubleshooting steps (e.g., no request for model number, serial, firmware, or network setup) and did not attempt to diagnose the reported connectivity issues.
R3 Partially Met Correct resolution path conf 91%
Escalation to Level 2 was reasonable given prior escalation history, but agent failed to verify warranty status or attempt even basic L1 diagnostics before deferring.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions, did not identify symptoms (e.g., LED status, connection type), and made no attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used—agent did not access router interface, check logs, verify firmware, or confirm device status despite having a ticket number and customer account.
T3 Not Applicable No misinformation conf 92%
No technical guidance, instructions, or information was provided that could be assessed for accuracy.
Communication
C1 Met Clear & professional language conf 94%
Agent set clear expectations about hold time and callback window, maintained control of the interaction, and managed transition smoothly.
C2 Met Confirmed understanding conf 95%
Agent used empathetic, accessible language and confirmed customer’s preferred callback time, adapting to customer’s expressed needs.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by reviewing the ticket, apologizing for prior experience, and committing to follow-up without transferring immediately.
O2 Met Proactive follow-through conf 95%
Agent established a specific next step—callback between 12:04 PM and 2:00 PM—and committed to pinging the previous technician.
O3 Met Closure confirmation conf 94%
Agent referenced existing ticket (TE00117249), customer name, and prior technician (Dylan), avoiding re-asking for basic information.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation to Level 2 was appropriate given prior unresolved attempts and explicit mention of escalation by previous tech.
E2 Met Escalation prep & handoff conf 96%
Agent informed customer of escalation path, specified callback timeframe, and explained that the Level 2 tech would follow up.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed genuine empathy: 'I’m really sorry to hear about your experience' and acknowledged frustration throughout.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, asked for preferred callback time, and maintained engagement despite customer frustration.
X3 Met Overall experience conf 94%
Agent used existing ticket data, avoided asking for repeated information, and arranged a callback instead of requiring another inbound call.
Call Transcript12 turns · 14 lines
Speaker 1
Oh. Virginia, how are you today? I'm a little, uh, little, I don't know. I guess, uh, I have some questions. Well, if you would.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality of 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 may [pause] please have your device's number, 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. Hi, thank you for calling Linksys. This is Regina when I help you today. Yeah, I'm fine, dear, and how are you too? Okay, sure. Yeah.
00:00
Speaker 1
One second. Excuse me. If you would open up ticket T-E, that's Tom Edward, zero, zero, one, one, seven, two, four, nine. I checked the status of that and it shows that it's closed and that doesn't make any sense because we still have open issues. Huh. I'm sorry. Yes, correct. That is correct.
01:00
Speaker 2
Okay, let now let me just confirm that wine. Okay, let me just check your existing records here to verify the status, okay? Okay, so you are Dan Bondwine. And your email is dan.boy1219@hotmail.com. Okay. Now we're going to try to check your ticket number so I do really apologize. [silence] That wasn't the best there, right? Yeah. Yup. [silence] Yeah.
01:00
Speaker 1
You know, that was kind of insulting. And I try to explain, well, you know, since I didn't get a call this morning, I hooked my old system, uh, got my old system running with the old uh router. So, I have gone through this with this router. There's been more than one phone call. There was like about two hours that I was sitting here with my laptop, my desktop wouldn't hook up to the internet. And I was typing in lines of code and we couldn't get anything to work. And the tech at that time, I think it was Dylan, said that, uh, it was going to have to be escalated to a level two tech. And then we've gotten nowhere. I'm at a point, I love Linksys. This is like my fifth Linksys router. And they've all been open the box, plug them into the system and go. This one has been the only one I've had any trouble with and we're, since we're not able to resolve it. I would just like to get an RMA and get a new one.
03:00
Speaker 2
All right. Okay. Now, I see. And regarding that sir, I am really sorry to hear about your experience. It must be frustrating and I can imagine how challenging this situation must be for you. And of course, this ticket or this case was [silence]
04:00
Speaker 1
Yep, I tried that number and I was on hold for about 8 minutes and nobody answered so that's why I went back to the 800 number.
05:00
Speaker 2
I'm escalated to a level 2 technician. And then he actually sent you a message via email saying that, Hey Dan, hello, as discussed earlier, you may contact us at 213-289-3408. Yeah, because you're currently talking with a level 1 technician and this case was escalated to the level 2. So, they will be the one who will be going and taking care of the issue. But don't worry, sir, let me hold this call for 5 minutes to have resources in my end. So just please stay on the other line. I will be right back. Okay? Thank you. [silence]
05:00
Speaker 1
Yes, ma'am. I am still here. Would you know? Let's see, it's 12:04 East Coast time now. If I got a call between now and 2:00, that'd be okay.
09:00
Speaker 2
I guess a thank you for patiently waiting. Are you still there? Okay. So I don't really apologize there that no one answered your call earlier when you tried to call back. You've been hold for about eight minutes because it might be there are still catering other customers. But may I ask you what is your preferred call back time?
09:00
Speaker 1
It's 12, 12. Yeah, so 2:00 p.m. this afternoon East Coast time. I'm going to be after that. I'm not going to be available. So it gives us about a two hour window if somebody could get back to me I'd be fine. Yes, so yeah if between 12, o'clock, between now which is 12:04 and 2:00 could be an excellent time to get in touch with me. An hour would be fine. One o'clock would be fine. I would be fine. That sounds great. I will, I will. Thank you so much. Bye bye.
10:00
Speaker 2
Okay so it's 2 p.m. Eastern time after two hours. Yeah, but how about in our? Okay. That that's good. So, let me just ping the previous technician and he should call you back after an hour, okay? So, thank you so much for your patience then and understanding. Just keep your lines open including your email for any updates. Have a great day. Take care and you're welcome. Bye.
10:00