V2 Rubric Detail — 3195d5e2-6127-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 21:40
Duration
32m 1s
Contact
Katelyn Rombold
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#TE00132488
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6300 v2_Intermittent Wireless Connection
⚠ 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

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation2.00/5
Customer Exp2.50/5
Overall55.9% (+3.9)

V2 Grader Summary

The agent collected necessary information and escalated with clear next steps, but failed to perform basic troubleshooting or offer a warranty resolution for a still-covered product. While communication was mostly clear and ownership maintained, the lack of technical engagement and empathy adjustments resulted in no meaningful progress toward resolution.

V1 Case Analysis

Customer reports intermittent connectivity with Linksys WUSB6300 V2 USB adapter (purchased July 2025). Declined troubleshooting, requested refund. Case escalated to Level 2 with callback in 2-3 hours. Receipt requested via email.

Troubleshooting Steps
  • Collected product model and partial serial number.
  • Collected customer contact information.
  • Offered driver reinstall as troubleshooting step (declined).
  • Requested receipt screenshot via email for warranty verification.
Key Observations
  • Agent incorrectly identified the model as 'DSB6300SRA' (not a Linksys product) at [20:00].
  • Agent provided incorrect support URL: 'support.linxis.com' at [31:00].
  • Three separate 3-5 minute hold periods with no updates, reducing efficiency.
  • Agent failed to fully confirm serial number despite initial difficulty.
  • Customer expressed frustration at [20:00], but agent did not acknowledge or de-escalate.
Positive Highlights
  • Collected full customer contact details.
  • Correctly identified the issue as likely hardware-related.
  • Set clear callback expectation of 2-3 hours.
  • Sent follow-up email requesting receipt for warranty verification.
Agent Errors / Gaps
  • Incorrectly identified product model as 'DSB6300SRA' (not a Linksys product).
  • Provided incorrect support URL: 'support.linxis.com'.
  • Failed to verify warranty status despite customer's claim and need for RMA/refund.
  • Did not fully confirm or document serial number.
  • Used excessive hold time without updates.
  • Failed to acknowledge customer frustration.
  • Repeated filler phrases and unclear transitions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated to Level 2 with no resolution provided; customer still awaiting callback and outcome.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked for model/serial and OS confirmation, which are relevant diagnostic details, but did not perform driver check or test steps.
R3 Partially Met Correct resolution path conf 89%
Agent acknowledged end-of-life status but still pursued escalation path instead of offering RMA or full troubleshooting, though did attempt basic info gathering.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (intermittent disconnects) and asked about device model, OS, and usage duration, but skipped deeper diagnostic questions like driver version or interference checks.
T2 Not Met Appropriate tools / resources used conf 94%
No internal system check for warranty status or prior case history was performed; agent relied solely on customer-provided receipt and verbal info.
T3 Met No misinformation conf 99%
Agent correctly stated the WUSB6300 is end-of-life and gave accurate instructions to email receipt screenshot for review.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set expectations for hold times and callback window, but had disjointed flow with repeated requests and unclear transitions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated back key details (model, serial, email), and confirmed understanding without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to escalation, gathered all required info, and did not transfer prematurely.
O2 Met Proactive follow-through conf 98%
Agent provided specific next steps: email receipt screenshot, wait for Level 2 call within 2–3 hours, and referenced ticket number.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation occurred without completing reasonable L1 troubleshooting (e.g., driver update attempt), despite product being under warranty.
E2 Met Escalation prep & handoff conf 96%
Agent communicated correct escalation path, gave clear callback timeline, and confirmed contact details for follow-up.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for holds but did not explicitly acknowledge customer’s frustration about year-long issues or emotional burden.
X2 Partially Met Tone & rapport conf 88%
Agent maintained professionalism but used a scripted tone without adapting to customer’s urgency or irritation level.
X3 Partially Met Overall experience conf 87%
Customer had to repeat personal info and manually send a receipt, but agent did consolidate next steps clearly at the end.
Call Transcript25 turns · 34 lines
Speaker 2
Welcome to Linksys Support. To ensure quality 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 be available depending on your issue. To hear more about your service options, press two. Please have your devices 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. Thank you for calling Linksys. This is Karila. How may I help you?
00:00
Speaker 1
Wifi thing from my desktop. And um, I've had nothing but trouble with it for the past year, and I thought it was my internet. I, you know, I would reset my router every day, and then I realized it wasn't like it would sag when I would put it into the USB. And then because it would sag, I got a USB extender so it could sit on a shelf flat. It felt like um, I felt like back in the day when you used to have like a Walkman and you needed to have it sit a certain way in order for it to play. And I'm not kidding. I work from home every day. I've been dealing with this constantly. I wake up early in the morning, do everything I can, and then like once I got the internet to go working, it'd be fine. Um, and then sometimes in meetings like Zoom meetings or Teams meetings, it just stops working, and I have to switch to like a different wifi and like play around with it. pound with it. I found out my Wi-Fi is not the problem. I have the highest one I can from Comcast. And everything else in my house runs off of the same Wi-Fi and there's been no connection issues. So, you know, I yesterday, I actually purchased a different type of USB. Uh Wi-Fi thing for my desktop. Plugged it in, works fine. Been using it all day, no problems. This is the second time I've purchased this because I was told by our IT company to purchase um your company's USB. And I thought the first time around it just kind of like wasn't working. The second time around, it was working and then it kind of stopped working within like a month or so and I thought like this is just how it is, but I guess it's not. So, long story short, I purchased it in Amazon. I still have the receipt, July 2025. I looked up the code to see if you had a warranty and it says that you have a year warranty. So I contacted Amazon and they said to contact you guys because I could possibly get a refund for it. Yes. Correct. Sure, it is.
01:00
Speaker 2
Okay. So, um, basically right now, you're no longer using this, USB adapter. You've used a different, um, brand and, using a different brand, you no longer encountering like, uh, intermittent wireless connection, correct? Right. May I know the model number and serial number of that wireless adapter?
03:00
Speaker 1
The model number is WU S for Sam, B for boy, 6300 V for Victor, 2. And the serial number is 1 3 E for Edward, 20 M for Mary, 1 2 E for Edward, 0 0 5 4 9. [silence] [music] Hi.
04:00
Speaker 2
Hello? [silence] [silence] Hello. Hellom. [silence] Oh. Okay. Sorry for that. Seems our call didn't work. [silence] Okay. [silence] You can confirm the model number. USB 6. 300V2, right? Yes. Yes. And how about the serial number again? 1. 3E4 Edward 20, and then? [silence] mm-hmm. Okay.
05:00
Speaker 1
857, 5-26, 5522. It's katelyn k a t e lyn. and last name is roberts. O. M as in Mary. B as in boy. O. L. D as in dog. Yes. It's k a t I E R 1, 989 gmail.com. Yep.
06:00
Speaker 2
All right. And how's, how's your phone number, ma'am? How about your first name and last name? Okay. So that's Caitlin Rumfeld. And how about your email address? Okay, so that's KTR1989. Gmail.com. Okay. And who's your internet service provider? [silence]
06:00
Speaker 1
Oh, there is, I'm sorry. And is the Nancy F as in Frank, U as umbrella 3 5 1. Today, this morning, no. I actually, um, had, had your, the, the one I was using originally up until about 10 30. And then I purchased it yesterday. I got delivered today. So since it got delivered, I figured I'd try it. And it's been in my cord since 10 30. And usually with the older one, I would have had about five different connected issues from 10 30 on, and I had none. [silence]
08:00
Speaker 2
And when did you start using this one, ma'am? And there is no disconnection. And OK. So you've been using this new adapter for how many hours already?
08:00
Speaker 1
It's about 7. No disconnection. It would disconnect, disconnect every morning, disconnect every meeting. uh, and it would disconnect multiple times throughout the day. Yes.
09:00
Speaker 2
It runs for seven hours and again, zero disconnection. Like, there's nothing, right? But when you're using the Linksys router, it will be then. Okay. And you're using a wireless router from again from Comcast, right?
09:00
Speaker 1
It was just one room away. It's like I said, the only thing I have an issue with Wi-Fi wise is just this adapter. Everything else in my house that's hooked up to the Wi-Fi never has any connection issues.
10:00
Speaker 2
The distance right now is just like one, just on the other room, something like that, like um, estimated of how many feet away mam. [silence] Mama, I'll be a couple on hold for three to five minutes. Let me just verify this, okay? I'll be back. Thank you. [silence] Hello, ma'am. Thank you for patiently waiting. I do apologize for that hold. Ma'am, I've already checked this. Again, you bought this adapter from
10:00
Speaker 1
Uh huh. It's desktop Windows 11.
19:00
Speaker 2
From Amazon, last July 2025, right? Uh-huh, because um what we can actually do here is we could probably um check first if um the adapter is really like um not working properly. But this computer that you're using mom is it a desktop computer and is it Windows or is it Mac? Um is it Windows 11 or Windows 10? Windows 11. Okay. Because if we could um like try to like manually um uh update the install the driver for this one um, if we um have that one, mom, to um isolate on all [silence]
19:00
Speaker 1
[silence] All right, so I'm confused. Do you want me to troubleshoot something that you just said that you guys don't manufacture, but yet you still sell it on Amazon? No, I I don't want to. I've told you, this thing's been a piece of shit for a year. Why do I want to troubleshoot? I already bought a new one.
20:00
Speaker 2
Also, to check the USB adapter. I can also inform you, ma'am, about this USB adapter you have. This adapter, the DSB6300SRA, this adapter, ma'am, is one of our end-of-life devices. That means Linxis is no longer manufacturing this device. This device is already an end-of-life starting 2024. That means we can still like to the troublemaking them, okay? and
20:00
Speaker 1
and if you guys don't, what does this mean? I'm not doing the I'm not doing the troubleshooting. I just told you I just told you that this thing has made my life a living hell and I told you I've had to buy I've had to buy other things in order for this thing to work. So why would I want to troubleshoot this? And why would I want to replace something that I just found is working perfectly for me now? Mhm.
21:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Okay. Okay. Alright, um, apologies for that one, ma.m. Okay. So, since you don't want to proceed now for any troubleshooting because you don't want to use this adapter anymore, um, let me just verify this again, ma.m. Um, can I place you again for another three to five minutes? Okay.
21:00
Speaker 1
You want to know the exact date I purchased it? Or I can tell you, what is the difference, huh? What does it matter if I purchased it on July 1st or July like 20th? July 17th, 2025.
22:00
Speaker 2
By the way, Matt, before I put you on hold, you've mentioned that you got this July. What's the date, ma'am? Take a proper document this. Yes. Okay, this is still like for documentation, ma'am. Then after this, I'll be sending you an email. And then if you could do a screenshot on the receipt and attach that to the email. We can check. I will send an email and again please do a screenshot on the receipt that you have from Amazon and then please reply to the email and then attach the screenshot okay. [silence] Okay.
22:00
Speaker 1
To be receipt from the purchase of it to that email.
24:00
Speaker 2
something I Okay, mam, I just sent you an email. Okay? We just need to apply it with the attachment of the screenshot of the receipt. Okay? And I'll be placing you on hold for another three to five minutes. Let me verify this. Okay? Thank you, mam. You just stayed on the line to stay on the line with me. [ silence ] Hello ma'am, thank you for patiently waiting. I apologize for that hold. Uh thank you also for um sending your receipt. I was able to check it here. Man for this, um, con, uh, issue right now, since you don't want to, um, go further with, um, any troubleshooting for your product. I'm going to, um, escalate this case to our level two. They will be the one to explain it to you, what will be the next step, okay? Sorry. All right. So, they will call you back, ma'am, within 2 to 3 hours. Um, the phone number that they can reach you is 857-526-5522. All right. And, um, you're in what time zone, ma'am? Is it Eastern, Pacific, Mountain, or Central? Sorry. So, um, the time turn around time for the call back ma'am, again, that is within 2 to 3 hours, okay? And, I'll just indicate your, uh, phone number here.
24:00
Speaker 1
Okay, great. Thanks. Do I have a case? Okay. Oh, there's an LTS number. Is that it? Okay. Yes, I got it. Okay. Thanks. Okay. Okay. You too. Bye. [silence] Okay.
31:00
Speaker 2
Uh, I said, um, uh, alright. Thank you. [silence] Yes, M. You're welcome, ma'am. Okay. Uh, okay. So, this will be the one to like give you further instruction what to do next and also explain to you, okay? And I'm going to give you, uh, give you a ticket number. I think the one that's on your email already, ma'am. You can use that. Uh, is it, um, is there any ticket number indicated on the email? Yes. Um, yeah, that's your ticket number. Okay. All right. So, um, just wait for the call, ma'am. Um, but our level two will call you back for uh further instruction. Okay? You're welcome. So, you can also visit our website. That's support.linxis.com, okay? So, thank you for um calling Linxis, ma'am. This is Carla. Have a great day.
31:00