V2 Rubric Detail — 562dec38-7391-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 08:05
Duration
17m 27s
Contact
No name
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00135088
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to purchase a USB-C AC/DC power adapter for LN12
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer Exp3.57/5
Overall51.7% (-4.3)

V2 Grader Summary

The agent correctly identified the missing power adapter issue and provided accurate electrical specifications (5V/3A USB-C), but failed to resolve the core problem of obtaining a compatible adapter. While communication was empathetic and professional, the lack of troubleshooting, warranty verification, or ownership of the replacement process left the customer to self-resolve, resulting in increased effort and no functional outcome.

V1 Case Analysis

Customer missing USB-C power adapter for Velop SF600 node. Agent confirmed 5V/3A USB-C spec and advised purchasing a third-party adapter or testing at a local store. No warranty discussion or direct replacement source provided.

Troubleshooting Steps
  • Collected model (SF600) and serial number (6020MT26E2004).
  • Confirmed required power specifications (5V/3A USB-C).
  • Advised that any adapter meeting the specifications should work.
Key Observations
  • Agent did not verify the exact model or accessory compatibility beyond confirming the power spec.
  • No warranty or support eligibility discussion occurred, despite the customer purchasing from a third-party vendor.
  • Agent provided correct voltage/current spec but did not offer a direct Linksys replacement source or part number.
  • Customer was left with self-help guidance despite expressing willingness to purchase a Linksys adapter.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Accurately identified the required power specifications (5V/3A USB-C).
  • Offered a practical workaround by suggesting testing the adapter at a local store.
Agent Errors / Gaps
  • Did not discuss warranty or support eligibility, missing an opportunity to clarify replacement options.
  • Failed to provide a direct Linksys accessory purchase path or part number, despite the customer's willingness to pay.
  • Repeated the same information multiple times without advancing the resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still lacks a working power adapter; no replacement, RMA, or functional solution provided.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent asked for model number and verified third-party adapter attempts but did not troubleshoot physical compatibility (e.g., power clip fit, LED feedback) or confirm if issue was with cable vs. power brick.
R3 Not Met Correct resolution path conf 90%
Agent did not verify warranty status or offer RMA for missing accessory; suggested buying third-party adapter despite customer already trying that, which is not optimal path for missing-in-box item.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (adapter not working) and asked for model number, but missed deeper diagnostic questions (LED, power‑clip release, power budget).
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use internal tools to look up part number, verify accessory availability, or check warranty status — missed opportunity to confirm if replacement could be issued.
T3 Met No misinformation conf 98%
Correctly stated that a 5V/3A USB-C adapter should work; aligns with standard USB-C specification and no KB article contradicts this for SF600/Cognitive Mesh series.
Communication
C1 Met Clear & professional language conf 94%
Agent greeted, set expectations, placed caller on hold with clear time estimate, and kept conversation focused.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated key points, and asked confirming questions; no jargon that the caller could not follow.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and gave advice, but did not take ownership of obtaining correct adapter or arranging replacement.
O2 Partially Met Proactive follow-through conf 85%
Suggested taking node to local store for testing but gave no concrete timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required for missing accessory issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent repeatedly apologized and expressed empathy: 'I really do apologize for the inconvenience.'
X2 Met Tone & rapport conf 90%
Agent matched the caller’s pace, used polite affirmations ('yes sir', 'thank you'), and kept the caller engaged.
X3 Not Met Overall experience conf 88%
Agent added effort by telling customer to visit hardware store and test adapter, rather than locating correct part or arranging replacement directly.
Call Transcript26 turns · 29 lines
Speaker 1
Hi, good morning. This Charlie Ruland. I've got a question. I bought a LynxLys Upon MicroDitch 6 Desc Node, but in the box, there was another, they didn't send the USB, the right adapter for it. So I've been back and forth with the vendor, but he said I couldn't get another one. So, I I'm looking for, because the adapter doesn't work, other adapters doesn't work with the Node, right? uh That the power supply. Sorry. The, the, the power. I didn't get, I get [silence] the the the power adapter, not the USB adapter for it. So I've been back and forth with the vendor, but he said I couldn't get another one. So I I'm looking for because the adapter doesn't work, other adapters doesn't work with the Node, right? uh That the power supply. Sorry. The, the, the power. I didn't get, I get [silence] the the the power adapter, not the USB.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi there, thanks for calling Linksys. My name is Josh. How may I assist you today? [silence] Yes, sir. When you say adapter, are you, like are you referring to the power adapter? Uh huh. Yeah. No worries. Uh huh.
00:00
Speaker 1
So it was, it was, it was a BC1, a, oh. So I tried other ones but it didn't work. Only the Linksys power supply works on it. It's a Velop micro six mesh node. Just wondering where I can get another one, just the power supply thing, the USB-C, especially for this one. I'm with it. The device? Yes. The node. Yeah.
01:00
Speaker 2
Got that one, sir. Hold on. Mm-hmm. Got that one. And just to confirm, are you with the device? That's great. So, underneath the unit, you should be able to see the exact model number of the router, sir, or the device. So, can you flip the device over so we can see the model number? So it's with the, the big petite antennas. [silence] uh-huh. So you should be able to see some letters. Okay. I talked to you earlier. S... I don't know, you can read it. So what's the number? It's S-, S, and the capital F. [silence] On top of the, what's written underneath the antennas? Okay. So you got it there? So that's the device so is it the S F6R1 model, sir? Is that correct? No, it says S F600. Okay. Okay.
01:00
Speaker 1
Yes. Hold on. It's the Linksys 02, oh four. Do you need the serial number? Okay. really small. I haven't got my glasses with me. excuse me. Um 602 O M T26E 2004. I think. Hold on. uh Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 2
Yes, sir. [silence] [silence] Yeah, I have a code instead. [silence] No, no, no, I am. [silence] I have a code. [silence] I have a code. [silence] Thank you so much for that one. [silence] So let me again verify this room number to make sure that I got it correctly, okay? So it's [silence] 6-0-0-9-0-7-8. [silence] 3-0-0-
02:00
Speaker 1
oh no it's 60 D sorry E all right 2 0 M 26 E 0 two 0 0 4, yeah that's one I just took a picture of it yes thank you .
03:00
Speaker 2
six zero. Uh-huh. No worries. All right. Thank you so much for that answer. So, can you give me one to two minutes to check my resources regarding your concern, okay? Thank you so much. You're most welcome.
03:00
Speaker 1
Looks pretty well. [silence] Yes. Thank you. [silence] Okay. It's the node, not the router, right?
04:00
Speaker 2
Hello sir, thank you for patiently waiting you're most welcome. Yeah, for your concern or situation, sir, you can actually purchase a third-party power adapter for this unit. And as long as that third-party power adapter has like meets the specification like the correct specification for the router, you should be able to like make the router works using that third-party power adapter. So do you have a pen and paper there? Because I'm gonna write the correct specs for you to be able to purchase the right adapter for your router. Yes sir, note sir. Yeah,
06:00
Speaker 1
Yeah. We had a small thing. Yeah. Okay. Yeah. Five-watt 3M. Yes. Yes. I bought already one the accessory.
07:00
Speaker 2
that's more yeah so, yeah. So, don't worry. You. Uh-huh. Are you ready for the specifications? Yeah. So, all right. So again the correct power adapters for the nodes is it should have 5 volts and 3 amp. Yes sir. So that should do it and as long just again make sure that the power adapter is like the port on the that power adapter is like it still be like a USB to USB-C. So, I would also recommend like bringing the node itself on the store or to the local store for you to be able to test if the power adapter works on that node. And actually you can also purchase, yes sir.
07:00
Speaker 1
Let me let me see there's no five five or 3.:M uh yes I thought five and three uh I already bought that one but it doesn't work that's why I uh I called just to because I have I have multiple notes in the house and every time when I use the other power supply, it works. but when I use this one it doesn't work. So I already bought it so they So I don't know what's going on. why it doesn't work. yeah. [silence]
08:00
Speaker 2
I understand. Okay. I see. I see. I see. Now, have you tried? Got that one, sir. And just to confirm, have you tried using the third-party power adapter on? other devices, like other nodes, to see if it works?
08:00
Speaker 1
Yeah, I have, yes, I have used, I have tried the other nodes too, it doesn't work. This one, I have different power supplies, I bought different power supplies with the same specification, but it just won't connect. That's why the the only one that connects is the power supply that I got with the Linksys, the other nodes. That's why I'm calling. Was wondering if I bought, do you know the one? So they so they so they just just told me. They they just told me the vendor can't give another one so they said, well, you can buy another power supply and we just give you 15 euros for it. so I said okay. then I bought it, but I bought several, but none of them are working. only the Linksys adapters are working. I don't know why. So. yeah, yeah. you know, they sent they sent a there was in one box there wasn't a USB-C. it was just the power one. so it's probably somewhere in the factory went wrong. so I told them that. and then they looked in at it and then they said, well, defended can't give you another one. so you'll get 15 euros to buy [silence]
09:00
Speaker 2
Um I see. And just to confirm uh Huh. So just confirm, sir. When you purchased the device from ibood, uh, there's no power adapter on the package like there's one for adapter missing. Is that correct? Mm-hmm. [ silence]
10:00
Speaker 1
power supply and I did, but it's still not working. So the, the only one that works are the one that I got from linksys, uh the, the auto will note from linksys itself. I don't know why. So I was just wondering if it's, if it should work like that, but it doesn't. [silence] Okay.
11:00
Speaker 2
[silence] AyeAye, sir. By default as it should work, since the if we are just talking about the USB like the USB C to USB A, it's general for like for all devices. That means that it should work as long as the the USB is working. So uh for this one, sir, uh since you mentioned that uh when you opened the package, uh there was like a USB C adapters missing. Uh I'm gonna put the call on hold again for two to three minutes. I just need to check here if what we can do regarding with the situation, okay? Since you already mentioned that.
11:00
Speaker 1
Yeah, okay, thank you. I wish to be out.
12:00
Speaker 2
you'll already preach a third party power adapter so
12:00
Speaker 1
Okay.
14:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Yeah. For this one, sir, and I really do apologize for the inconvenience. Uh, for this kind of scenario, we or I really recommend like bringing the node to your local store and have them check. Like when you search or browse for an USB-C adapter for for this node to works, I would, again, I would recommend like brbringing the device itself so that you can test it on a store. So, because technically, sir, any USB power adapter should be able to work with this node as long as that power at a third-party power adapter meets the requirements or the specification in order for it to work. So, and also, sir, I really do apologize, but, uh, since the device is not
14:00
Speaker 1
Yeah. They just, they, they just sent in the box, was the other power supply, not the, the, the USB-C, the, the just the power supply, the, the round one. But I'm, I'm just looking where I can, uh, buy the exact Linksys, uh, power supply. I'm willing to pay for it. I'm just looking where I can get one. Because this, uh, I've been, uh, back and forth with the, the, uh, people at, uh, base camp, trying to, uh, get a hold of a, uh, an extra of a power supply. And [silence] I'm just the most simple way is just I was looking if I can buy just the power supply from a link itself somewhere. But it's uh [silence] Okay, I will try that. So I want to.
15:00
Speaker 2
Yeah, Yeah, Yeah, sir. Things system do not sell like accessories like the power adapters or USB. Yes, sir. That's the reason why as well why you can cannot see that or browse that on our website or on any part or any third party stores. However, again, as I mentioned earlier, uh for this kind of scenario, the best thing to do is uh bring the device to the electrical store or to the yeah, to the hardware store, show them or in order for them to check or test the device itself. Okay. I
16:00
Speaker 1
OK. Thanks for your help in any case. So I will try that again. OK. OK, thank you. Bye bye.
17:00
Speaker 2
Yes, sir. So thank you again so much for your cooperation and understanding. And again, we really do apologize for the inconvenience. You're most. got it. Sir, you're most welcome. And thank you so much again for calling. Thanks. You're most welcome. Bye for now. [silence]
17:00