V2 Rubric Detail — 2b7381ca-6062-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 22:10
Duration
6m 48s
Contact
George James
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent provided materially incorrect support URL (support.Missis.com) and misidentified department (Linxsys), constituting Discourtesy (C) and Non-Adherence to Brand Standards — confirmed critical failure under auto-zero policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided false information including a non-Linksys website, and escalated without justification. Despite customer frustration and service outage, no diagnostic steps were taken, ownership was abdicated, and critical inaccuracies were introduced. This constitutes a full breakdown in protocol, accuracy, and customer experience.

V1 Case Analysis

Customer reported no internet and inability to add child mesh nodes. No troubleshooting performed. Agent provided incorrect support URL (support.Missis.com), misnamed company as 'Linxsys', and promised unverified email and callback without case documentation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked for router model, serial number, or warranty status (00:00–06:00).
  • Agent provided an invalid support URL: 'support.Missis.com' (06:00).
  • Agent misnamed the company as 'Linxsys' instead of 'Linksys' (01:00).
  • Agent claimed to have already sent a 'customized email' without confirming if customer received it (04:00–05:00).
  • No case number, ticket, or escalation tracking was provided.
Positive Highlights
  • Agent used polite language and thanked the customer for patience (00:00, 06:00).
  • Agent attempted to acknowledge customer frustration about lack of internet (03:00).
Agent Errors / Gaps
  • Provided a non-Linksys support URL (support.Missis.com), which is a serious accuracy and protocol violation.
  • Misstated the company name as 'Linxsys' (01:00), undermining brand credibility.
  • Failed to collect product model, serial number, or warranty status despite troubleshooting being required.
  • Did not create or reference a HappyFox case or any case documentation.
  • Claimed to have sent a 'customized email' with steps without verifying delivery or content (04:00–05:00).
  • Escalated to a non-existent 'Linxsys customer service department' without following proper escalation path.
  • Gave no immediate troubleshooting steps despite customer being offline and in distress (03:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without resolving the issue; customer still has no internet and unresolved child node setup.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — no questions about LED status, reboot, or network configuration.
R3 Not Met Correct resolution path conf 90%
Escalation chosen without triage, warranty check, or determination of whether issue was hardware, software, or setup-related.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; no attempt to identify symptoms like LED state, connectivity, or error messages.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., remote access, speed test, admin UI) were used because no troubleshooting occurred.
T3 Not Met No misinformation conf 95%
Agent provided incorrect website 'support.Missis.com' and misspelled 'Linxsys' — both materially inaccurate.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame interaction, set expectations, or guide the call — immediately defaulted to escalation.
C2 Not Met Confirmed understanding conf 85%
Agent used scripted language and did not adapt to customer’s frustration or technical needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility without attempting resolution, showing no ownership of the case.
O2 Partially Met Proactive follow-through conf 85%
Agent stated a timeline (24–48 hours) but did not confirm who would contact or what actions would follow.
O3 Not Met Closure confirmation conf 85%
Agent referenced prior contact vaguely ('the one that we had last time') without reviewing history or findings.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalation lacked valid trigger — no L1 triage, no confirmed hardware fault, no customer request for escalation.
E2 Not Met Escalation prep & handoff conf 90%
Escalation path included incorrect URL and department name; no details shared about issue or steps taken.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I appreciate your extra patience' and apologized, but response was generic and not tied to specific frustration.
X2 Not Met Tone & rapport conf 90%
Agent continued with standard script despite customer expressing frustration about lack of service and repeated delays.
X3 Not Met Overall experience conf 90%
Customer had to resend receipt, wait for callback, and self-troubleshoot via email — avoidable repetition and delay.
Call Transcript12 turns · 13 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. Hello, this is Eric from LinkSys's, Customer assurance team. May I speak with George James? Hello George, thank you for answering my call and can you hear me? Okay, on the line. Thank you. And, by the way, this call is recorded for quality assurance purposes. Um, by the way, George. I'm, I'm here to let you know that we are really thankful for the order number that you have provided to us, okay? And it also provide us all the detailed information that we need. Thank you so much for sending it to us. Okay? So, the Okay, I appreciate that. Okay, so,
00:00
Speaker 2
This is George James. I can hear you fine. Okay. Yeah, I thought I sent that to you last week, but.
00:00
Speaker 1
By the way, George, since we already have this order number, so we will now proceed in escalating your case to our Linxsys, customer service department. Then, one of our representatives will be contacting you via email or phone within 24 to 48 business hours. Okay? We will be done to help you. Ah, yes. Okay. Actually, the the one that we had last time is for the order number. Okay? So,
01:00
Speaker 2
Uh-huh. Okay. Okay. Okay. Um, yeah, this is all sounding very specific. As far as you know, they are not aware of that which was sent out earlier. I think I got the same response about 24 to 48 hours. So, you haven't were they still waiting for this particular information? uh-huh.
01:00
Speaker 1
[KEEP_UNCERTAIN] And so far, we're not able to get the feedback and since I already have this one directly from you, it will be a lot easier for them to take the receipt because the receipt is the one that they need to check when it was purchased and the validity of the receipt. Okay? So I apologize for the inconveniences that uh, it delayed our process, but it actually happens to any of our other customer, George, like especially if they purchases from like a different store like from Amazon or from Best Buy or from Walmart. Uh, we still need to get the official receipt for the customer service representative to proceed. Okay? So, George, again, I appreciate this uh extra patience and cooperation that you've extended to us. Okay? So, uh George, the our customer service department will be the one to assist you. [ silence ]
02:00
Speaker 2
Okay. Well, I've been sitting here without internet, so I'm not a happy camper. So, uh, do what you can, and, uh, um, I'll, uh, sit back and wait.
03:00
Speaker 1
it, like for your BlackNODEs, how to set it up as in a parent node for the meantime? Oh yeah, okay. Uh, Thank you for confirming. Okay. So, actually, I put that in a customized way, like starting with the reset, then next, starting accessing the web interface of a single node, because that's the one that you need to make it as a parent node. Then I also added, there how to resolve accessing it via the browser. Okay. Then,
04:00
Speaker 2
I i have that email, but it's not doing me much good since I'm not having service right at the present time. So, I have your email with about, I don't know, a dozen different, uh, places to check for information in regards to the, uh, what are they called, uh, the child nodes. So, uh, yeah, I just, you know, you're, um, all, that type of thing, right? We're trying to make it, um, conform near the child node. So, you know, that type of thing.
04:00
Speaker 1
setting up your main node, okay, then after it's already set up and working, and also added there how to add the child node. So that's like a step-by-step procedure. I really customized that email for you. [ silence ] Actually, I appreciate the confirmation that you received my email, okay. As what I mentioned, I really purposely created that for you, George, okay. So that it will be a lot easier for you to follow, okay. So, would there be anything else as well, George?
05:00
Speaker 2
Okay. Thank you very much. I just, as I said, haven't had the time to get into it. So I was hoping that I might be able to get the adult node here in the mail and a, you know, expidited, speed it way so that I could not have to go back through things because I'd really like to get the other child nodes hooked in here. So, okay. Anything else? All right.
05:00
Speaker 1
Okay, I appreciate again your extra patience with me and my name again is Eric, your level two technician and you can also visit our website, which is support.Missis.com. Thank you again and have a great day too, George. Okay, good bye.
06:00
Speaker 2
No, as far as I can see, we're good to go as soon as it gets here. You too. Bye-bye.
06:00