V2 Rubric Detail — 421749c2-796a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:41
Duration
6m 27s
Contact
Jimmy Ellis
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#PR00134557
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1600_One node stopped working due to defective power adapter
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication4.00/5
Protocol1.00/5
Efficiency4.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+56.0)

V2 Grader Summary

The agent successfully delivered a confirmed resolution by arranging the shipment of a replacement power adapter. Technical accuracy (T1-T3) is verified as the agent correctly applied RMA procedural logic for a follow-up call, and no KB contradictions were found. All other indicators are Met with strong evidence of ownership, accuracy, and customer-centric communication.

V1 Case Analysis

Customer requested replacement for defective power adapter. Agent claimed special approval for adapter-only shipment (7–14 days) and escalated to Customer Service. No model/serial collected, warranty not verified, no RMA issued, and incorrect support URL (support.xinisos.com) provided. Follow-up required to validate eligibility and correct process.

Troubleshooting Steps
  • Confirmed special replacement process for power adapter only.
  • Set shipping expectation of 7–14 days.
  • Escalated to Customer Service for follow-up.
Key Observations
  • Agent did not collect model number, serial number, or verify warranty status — critical protocol failure for hardware replacement.
  • Provided an incorrect and unsafe support URL (support.xinisos.com) — contradicts KB (universal_support_contacts.md) and poses a security risk.
  • No HappyFox case number or RMA reference was created or provided to the customer.
  • Agent communicated a clear escalation path and shipping timeline, demonstrating operational intent.
  • Customer expressed frustration with third-party sellers, and agent acknowledged feedback empathetically.
Positive Highlights
  • Communicated a specific shipping timeframe (7–14 days) to set customer expectations.
  • Escalated the case to Customer Service with a defined follow-up window (24–48 hours).
  • Demonstrated empathy and acknowledged the customer's frustration with third-party sellers.
  • Maintained a calm and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to collect model number and serial number — required for any hardware replacement per universal_rma_replacement_protocol.md.
  • Did not verify warranty status — critical for determining support eligibility and RMA process.
  • Did not create or reference a HappyFox case number — violates standard case management protocol.
  • Provided an incorrect support URL (support.xinisos.com) — contradicts KB guidance (universal_support_contacts.md) and is unsafe.
  • No RMA, reference, or tracking number was issued to the customer before ending the call.
  • Claimed a 'special process' for adapter-only replacement without evidence in KB or standard RMA protocol (universal_rma_replacement_protocol.md).
  • Did not confirm whether the power adapter is eligible for standalone replacement under warranty policy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms replacement power adapter will be shipped without cost or return requirement: 'Sure, that will be sent to you. No need to send the defective unit to us.'
R2 Not Applicable Diagnostic thoroughness conf 95%
This is a follow-up call to confirm a previously approved replacement; no new troubleshooting was required or expected in this context.
R3 Met Correct resolution path conf 96%
Agent facilitated a special exception (shipping only the power adapter) consistent with customer need and internal approval, aligning with appropriate resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 94%
No diagnostic process was necessary — this call was a post-approval update on a hardware replacement already validated in prior contact.
T2 Met Appropriate tools / resources used conf 95%
Agent used case history appropriately to deliver accurate update; no additional tools were needed for a confirmed replacement action.
T3 Met No misinformation conf 97%
All technical and procedural details (shipping timeline, no return, escalation to CS) are factually correct and consistent with RMA policy.
Communication
C1 Met Clear & professional language conf 96%
Agent set clear expectations on shipping (7–14 days) and follow-up (24–48 business hours), maintained control despite emotional customer feedback.
C2 Met Confirmed understanding conf 95%
Used plain language, avoided jargon, acknowledged customer frustration, and confirmed understanding through repetition and confirmation.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to close, referenced prior interaction, and arranged proper handoff to Customer Service with clear rationale.
O2 Met Proactive follow-through conf 97%
Clearly communicated next steps: adapter shipping (7–14 days) and Customer Service contact within 24–48 business hours via phone or email.
O3 Met Closure confirmation conf 98%
Referenced prior discussion and escalation outcome ('follow up with what I had discussed with you last time'), demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation decision was made during this call — the handoff to Customer Service was procedural after resolution was already approved.
E2 Not Applicable Escalation prep & handoff conf 92%
Escalation to Customer Service was a standard post-resolution step, not a judgment call; E1 being N.A. makes E2 N.A. by rubric logic.
Customer Experience
X1 Met Customer effort minimised conf 96%
Expressed genuine empathy ('I'm so sorry to hear that'), remained patient during customer venting, and maintained professionalism.
X2 Met Tone & rapport conf 95%
Adapted tone to match customer’s emotional state, allowed venting without defensiveness, and kept engagement through affirmations.
X3 Met Overall experience conf 97%
Eliminated customer effort by waiving return shipping and confirming direct delivery of replacement — no redundant steps required.
Call Transcript8 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. This is Eric from Linksys customer assurance team. May I speak with Jimmy? [silence] Hello, Jimmy. Thank you for answering my call. Uh, actually I'm here to do follow up with what I had uh discussed with you last time that I had escalated your case to higher management. And I just want to provide you an update that uh they agreed with only for a special uh process for you , okay? Because as what we discussed, the the usual process is really like the whole set of power adapter and the node. But what I requested was only the power adapter. So, they will process it and you don't need to pay any shipping because it's just a power adapter, okay? Because the usual thing that we had before is yeah the whole set yeah power adapter and uh that's a whole power adapter set okay okay Oh so it's not yet uh put down as what we discussed last week the fire is still continuing as of the moment uh Oh, I'm so sorry to hear that. Um, the thank you for the information, Jimmy. But I also set your expectations since it's the power adapter, okay? Then the shipping for that will take about seven to 14 days just to set your expectations. Okay. But the important part here is yes, you are correct. Uh, it's a special process for you. Okay? Not the, the normal process, okay? Because that's the one I requested last week and I just got the feedback. Okay? So Jimmy, um, thank you for your understanding. Okay? But, uh, rest assured, uh, it's just only the power adapter. Sure, that will be sent to you. No need to send the defective unit to us. It will be just us sending you the, uh, Reference number, uh. Yes Yes. It's it it came with it. Yes. It's a whole set. Uh. So, Jimmy, uh, Stay safe there. Okay. Uh, Then we I'll provide you update through email as well, okay? Okay. No worries. So Yes, Jimmy.
00:00
Speaker 2
Well you say power adapter, you say power adapter, now this, the cord's coming with it too, right? A new cord. Okay. Okay. All right, Eric. I have the package. All right, thank you, Eric, and I appreciate you helping me. Hey, Eric. Eric, make a note that within the way I was treated with Amazon or whatever about trying to get that product, the whole process and everything. I hope you guys start selling, you know, yourselves again instead of letting a third party go because, [silence]
03:00
Speaker 1
Okay.
04:00
Speaker 2
This has been a nightmare. And I've been, I've been buying parts. I mean, you guys are a system for over 20 some odd years. And this is the worst headache I ever went through. And if I had to do over again, I wouldn't do it. So, and I like Lynx. I like the way that I've been treated. But I tell you, you guys have got to start selling your own product and not allowing Amazon to sell it because I got screwed and I lost over $300 additional on account of them. Yeah, I hope, we said that. I can I still hope I can start buying direct and not going through a third party seller.
04:00
Speaker 1
No worries, okay. I already forwarded that one as well, and hope that links us will get back and we'll provide like our products newer products on our links website soon. Okay, but we don't have the ETA yet, okay. So, Jimmy, since I'll be since already talked to you about that the approval for the whole set of our adapter to be ship to you, okay. Uh, I will be escalating your case to our customer service department since we're the technical support department. Okay? So our customer service department will be the one to contact you within 24 to 48 business hours. Okay? Either via phone or email. Yes. You too. And you too as well. Jimmy, and keep safe.
05:00
Speaker 2
third party. Cause like I said, I've always deal direct with you guys and I would like to have that option again. Yep. alright. alright. Hey, thank you, Eric, and may you have a great day, sir. [silence]
05:00
Speaker 1
My name again is Eric, your level two technician, and our website is support.xinisos.com. Have a great day to you Jimmy, and goodbye for now bye bye.
06:00
Speaker 2
You too, Eric Bye-bye
06:00