V2 Rubric Detail — 360fe20a-6c14-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:22
Duration
5m 39s
Contact
Matthew Morehead
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.93/5
EscalationN/A
Customer Exp3.93/5
Overall38.5% (-17.5)

V2 Grader Summary

The agent initiated a replacement without performing required triage, verifying warranty, or confirming a hardware defect — violating core RMA protocol. While communication was clear and next steps were provided, the absence of diagnostic work and failure to validate eligibility resulted in an unresolved case. No escalation occurred, and no critical compliance failures were observed.

V1 Case Analysis

Customer reporting defective MX6200. Agent requested photos of MAC/serial and power adapter, but did not verify warranty, collect serial number, or issue RMA. Return address and refund timeline not provided. Follow-up email promised.

Troubleshooting Steps
  • Confirmed replacement stock availability
  • Requested photo of unit showing MAC address and serial number
  • Requested photo of power adapter and its rating
  • Explained refund process post-receipt
Key Observations
  • Agent failed to verify warranty status despite initiating a replacement process — a critical protocol violation per universal_rma_replacement_protocol.md.
  • Serial number was not collected from the customer, which is required for RMA processing and warranty validation.
  • No RMA number or HappyFox case number was provided, leaving the customer without a tracking reference.
  • Return shipping address was not communicated — the agent only mentioned an email would follow, creating uncertainty.
  • Timeline for refund processing was vague; no expected timeframe was given for email or refund issuance.
  • Call ended without a clear recap of next steps or confirmation of understanding from the customer.
  • Agent used 'pro-rated refund' which may be misleading — RMA process typically issues a replacement, not a refund, unless specified.
Positive Highlights
  • Agent identified the correct product model (MX6200) and confirmed stock availability.
  • Clear request for the specific photos needed to process the return (MAC, serial, power adapter).
  • Polite and professional tone throughout the interaction.
  • Correctly explained that the defective unit must be received before refund processing — aligns with RMA protocol step 6 (replacement ships after receipt).
Agent Errors / Gaps
  • Missing warranty verification despite discussing a replacement — required by universal_rma_replacement_protocol.md step 1.
  • Did not collect the product serial number from the customer — required for RMA and warranty validation.
  • Failed to provide an RMA number or case reference — violates standard RMA workflow (step 4).
  • Did not communicate the return shipping address — customer left unsure where to send the unit.
  • Did not set a concrete timeline for email instructions or refund processing.
  • Used 'pro-rated refund' without clarifying — may misrepresent standard replacement policy.
  • Did not confirm customer access to email or ability to send photos — credential/environment assumption.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent states 'we can proceed with the replacement' but no resolution is confirmed; the process is pending return of the unit and no defect was verified during the call.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (power cycle, factory reset, LED check) were performed or mentioned before initiating replacement, violating protocol.
R3 Not Met Correct resolution path conf 98%
Agent initiates replacement without confirming warranty status, verifying defect, or documenting triage — direct violation of RMA protocol in universal_rma_replacement_protocol.md.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent does not ask about symptoms, LED state, or prior troubleshooting; jumps straight to photo request without diagnostic process.
T2 Not Met Appropriate tools / resources used conf 94%
No use of internal tools to verify warranty, check case history, or confirm defect; agent proceeds based on external confirmation without validation.
T3 Partially Met No misinformation conf 91%
Agent correctly identifies need for MAC, serial number, and power adapter photos, but incorrectly implies replacement is approved without triage or warranty verification.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent provides instructions but lacks clear framing at start; multiple silences and disfluencies ('uh', 'silence') indicate weak call control.
C2 Met Confirmed understanding conf 95%
Agent uses plain language ('photo of the unit showing its Mac address') and avoids technical jargon, matching customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent references prior contact and moves process forward, but does not commit to follow-up or own outcome — hands off to CS team without assurance.
O2 Met Proactive follow-through conf 96%
Clear next steps given: send photos, await email instructions, then ship unit — timeline and ownership are implied through process.
O3 Met Closure confirmation conf 97%
Agent opens with 'This is Mark again, where we spoke earlier,' confirming continuity and recognition of prior interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was being handled internally within support workflow.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent uses polite closings ('Sure, not a problem, sir') but offers no empathy for inconvenience or acknowledgment of frustration.
X2 Met Tone & rapport conf 95%
Agent matches customer’s tone, uses respectful address ('sir'), and maintains conversational flow despite pauses.
X3 Met Overall experience conf 94%
Agent consolidates required actions (photos of unit and adapter), avoids unnecessary steps, and confirms email channel for submission.
Call Transcript10 turns · 11 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. [silence] Hello. Hello, sir. This is Mark again, where we spoke earlier. A I was able to confirm with the customer service team, uh we still have a few of this MX6200 from our warehouse. Now, uh we can proceed with the replacement. [silence] What we, [silence] what we need from you is, uh a photo of the unit showing its Mac address and serial number at the bottom. Uh, [silence] and [silence] oh.
00:00
Speaker 2
Hello, this is Matthew. Hey, Mark. Okay. Um, Yeah. Um, yeah, so I went ahead and talked to it talked about kind of just.
00:00
Speaker 1
Okay. All right, well, if that is the case, then uh, we'll ask for the photo of the unit showing its Mac address and serial number at the bottom. uh, as well as its power adapter. Um, power rating of the adapter. little bit. Yes. Yes. The same email. Yes. All right, so the way this was explained to us that the defective units should be received first. And once that is confirmed, that's the time, uh, we can process the refund.
01:00
Speaker 2
so, you need a photo of the unit you need the Mac address on the bottom of the unit and then you need the photo of the power adapter. Okay. All right and then can I respond to the email that I had forwarded the the order confirmation to? Is that an okay email address to send that to? Okay. All right, well sounds good. um, do you know when I can expect the refund to be processed or is that
02:00
Speaker 1
need to send the defective unit first. Once we receive that, it's confirmed in our system, that's the time we can process the pro-rated refund. Yes, that's right. So, once this ticket is forwarded to the customer service team, you'll receive another set of instructions via email. Just have to follow the instructions. [silence]
03:00
Speaker 2
Gotcha, okay. You said receive. Does that mean just the photos or I need to send the actual unit? Okay, so you mean photos and the unit itself. Okay. And then how do I know where to send, where do I send the actual unit itself to? [ silence] Okay, so that should be today or after this call, I assume.
03:00
Speaker 1
Most likely, yes. Yeah. Yes, sir. All right. That should be it.
04:00
Speaker 2
on the email from customer support. Okay. All right. And then I'm just taking notes on what you need. You need the Mac address, photo of the unit. And then you said the power adapter? Okay. Okay. Well, I'll get these photos sent off here shortly and then I guess, yeah, I'll wait for that email for the instructions on when to send the unit back. And is there is there anything else I need to do? Okay. Okay. Well, perfect. Well, like I said, I appreciate you looking into everything and then, um, yeah, I appreciate it. And I
04:00
Speaker 1
Sure. Ah, not a problem. Sir. All right. See you, small sir. Bye sir. [silence]
05:00
Speaker 2
you're welcome. that's nice to know. I have one more question. so I'm... sweet! all right, well thanks, Mark I appreciate it have a great day! all right, bye
05:00