V2 Rubric Detail — 56fe92aa-808b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:25
Duration
6m 42s
Contact
Michael
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00137325
Support Country
Other / Unmapped
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LGS108P Not Turning ON
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership4.29/5
Escalation4.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent committed critical Avoidance/Evasion by skipping all diagnostic steps for a non-powering device, relying solely on documentation requests. This violated universal_hardware_fault.md protocols, constituted a technical-accuracy failure per Assessment 3, and included an invalid support URL. Despite appropriate ownership and partial empathy framing, the absence of diagnostics and unresolved issue triggered auto-zero. Customer frustration was unacknowledged, and next-step timelines were incomplete.

V1 Case Analysis

Customer reports LGS108/108P switch not powering on. Agent requested model, serial, and email, then promised to email troubleshooting steps and replacement instructions. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic hardware checks (power outlet, adapter, LED status) as required by KB guidance for dead switches.
  • No serial number was collected despite asking, violating protocol for hardware fault cases.
  • Incorrect support URL (support.tinggits.com) was provided, contradicting KB guidance and potentially misdirecting the customer.
  • Warranty status was never discussed or verified, and no HappyFox case was referenced.
  • Agent misrepresented the escalation path by claiming authority to 'deem the device defective' without any diagnostic process, which is not supported by KB guidance.
  • Call ended with only a promise to email, leaving the issue unresolved and no valid operational closure path established.
Positive Highlights
  • Polite greeting and clear phonetic spelling of the customer's email address at [04:00], ensuring accurate contact information.
  • Offered to send a follow-up email with next-step instructions, showing intent to provide continued support.
Agent Errors / Gaps
  • Failed to collect required product serial number, which is critical for hardware fault cases per universal_hardware_fault.md and lgs_switch_connection_troubleshooting.md.
  • Provided an inaccurate support website URL (support.tinggits.com) at [06:00], which is a confirmed ASR hallucination variant but was not corrected by the agent. This contradicts KB guidance and may misdirect the customer.
  • Did not perform any troubleshooting steps for a dead switch, such as power cycling, checking the power outlet, or inspecting the power adapter — all required per universal_hardware_fault.md Step 2 and lgs_switch_connection_troubleshooting.md Step 2.
  • Did not verify warranty eligibility or discuss replacement policy, which is a protocol failure for hardware fault cases.
  • Did not create or reference a HappyFox case number, violating protocol for escalated support calls.
  • Misrepresented the escalation path by claiming authority to 'deem the device defective' without any diagnostic process, which is not aligned with standard escalation paths in universal_escalation_guide.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the dead switch issue; only promised future email with undefined steps and replacement process contingent on customer-submitted photos/receipt.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting performed (e.g., no power-source verification, adapter test, LED inspection, or power-cycle guidance) before requesting photos and documentation.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified potential hardware fault and path toward replacement as appropriate for a non-powering device, but failed to verify defect through required diagnostics before initiating replacement process.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent applied no logical diagnostic process: skipped fundamental checks (power source, adapter, LED status) and assumed defect without symptom analysis, violating universal_hardware_fault.md protocols.
T2 Not Met Appropriate tools / resources used conf 96%
Agent omitted all tool/KB use (no remote session, no KB reference like universal_hardware_fault.md Step 2 for 'Device Not Powering On'), relying solely on future email instructions instead of real-time validation.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect support URL ('support.Tinggits.com') instead of authoritative 'support.linksys.com', constituting factual inaccuracy per Assessment 3's KB validation.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced himself and set expectation of an email, but flow was disjointed (abrupt transitions, unresolved customer frustration), and expectations/timelines lacked clarity beyond 'a few minutes'.
C2 Met Confirmed understanding conf 91%
Agent adapted communication: verified email phonetically, used plain language for next steps, and maintained clarity despite customer's informal tone, ensuring understanding of email requirements.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent retained ownership from start to finish: no transfers, committed to sending instructions, and advanced case toward replacement without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 87%
Agent set next steps (email with photos/receipt) and stated email would arrive 'within a few minutes', but omitted realistic timeline for replacement processing and callback/contact method after receipt.
O3 Met Closure confirmation conf 93%
Agent referenced prior escalation to Level 2 ('the case that was escalated to our level two department') and acknowledged history, demonstrating case continuity without re-asking documented details.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Agent appropriately decided not to escalate further: as Level 2, he retained authority to verify defects and authorize replacement, aligning with valid trigger for hardware fault resolution at current tier.
E2 Partially Met Escalation prep & handoff conf 86%
Agent indicated escalation to customer service for replacement processing but omitted critical details: no specific team name, timeline, or confirmation of how/when customer would be contacted post-verification.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer's expressed frustration ('I'm no Elon Musk...') or validate difficulty with dead device; offered only generic apology ('I apologize if I misunderstood') without sincere empathy.
X2 Not Met Tone & rapport conf 95%
Agent maintained scripted, neutral tone throughout despite customer's sarcasm/irritation; showed no adaptation in pace, engagement, or emotional response to maintain connection or reduce frustration.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by requesting multiple items (photos, adapter, receipt, shipping address) without first guiding through basic remote troubleshooting (e.g., power cycle), violating reduction-of-effort standards.
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 customer assurance team. May I speak with Michael Thompson? Hello, Michael. 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 by the way, Michael, uh I tried to contact you on your other number, uh earlier, uh ending four or five one eight. And I just I just left messages on that phone in on two occasions. But thank you for answering me on this number. So, uh I'm here actually to do follow up regarding the case that was escalated to our level two department regarding your Linksys gaming router.
00:00
Speaker 2
This is Mike.
00:00
Speaker 1
To a switch. and may I ask, is this the best time? Actually, we're the level two department, and we're the one to properly assist, because we are the department that can deem the device defective, if proven defective. Okay? So let me just double check. So the device that you have here is, is it the LGS 108 or 108P? So let me just double check. So, I'll, I'll say the serial number and correct me if I'm wrong, okay? Are you ready? No. Okay, uh, if I may ask.
01:00
Speaker 2
Yeah, that's what is dead. And the dude said he was gonna escalate it to do some advanced troubleshooting. You know, I'm no Elon Musk, but I don't know how you're gonna do advanced troubleshooting on a device that won't even power up. The one that I just called in on is what it is. I'm not in front of that device, so the serial number that I gave the dude is what it is. And
01:00
Speaker 1
uh uh Yes I'm here uh so uh if you were on the actual location uh what time would that be for me to do follow up okay so I'll I'll send it to you through email and I'll also include in the email to provide to me the the photo of the device that clearly shows its model Okay. Number and serial number and please also include the part adapter that came with the device. Okay? And I will then provide you like the steps that will like arrive at either the device is really proven as defective. Okay? Then from there, we can then move forward. Okay. So that's also the one that I need to double check with you. Okay? So the email that was just documented. Okay, I misunderstood you earlier. Yes, the the main reason I will be sending you an email because that's an actual email that you can respond to me directly. Okay, yeah.
02:00
Speaker 2
Okay. Hey dude, and the email that you're going to send that from that's a live email that I can reply to, yes. No, I'm, no, hold on, hold, hold on. The email that you're going to send to me, can I reply to it? Is it live or is it a do not reply? Okay, that, that's what I wanted to know.
03:00
Speaker 1
I apologize if I misunderstood you because I was trying to verify your email. Okay? So let me verify your email. Okay. That's the one. That's the one that's documented. I'll double check for you. Thank you. Let me double check it in phonetic. Okay, just to ensure. So that's Mike at private sector Inc.com. So let me do phonetics that, m for Mike, i for India, c for Charlie, @ p for Papa, r for Romeo, i for India, v for Victor, a for Alpha, t for Tango, e for Echo, s for Sierra, e for Echo, c for Charlie, t for Tango, o for Oscar, r for Romeo, i for India, n for Nancy, c for Kilo, .com. Am I correct with the phonetics? Thank you. So, uh, Michael, I appreciate the the information that you provided. And I will
04:00
Speaker 2
All right, cool. I'll just wait for that, wait for that message. It's Mike at privatesectorink.com, private Mike at privatesectorink.com. That's correct.
04:00
Speaker 1
We sending you an email so you may be receiving that email within like a few minutes from now because I'll be composing it. And I'll include the troubleshooting uh that I may need to perform to really uh make sure that your device is preventive effective. Okay it again we're the level two department and we have the authority to to in the device effective and once we have uh that's the time that we will forward you to our customer service department to process the replacement. Okay? okay. So so I'll also uh provide you information as well there that aside from the photo of the unit the the power adapter and the actual switch. I'll also include there the the photo or the digital copy of your receipt. Okay and your shipping address. Just in case that we can move forward to the replacement. Okay? Okay. Uh Michael? Thank you. So would there be anything else aside from my main concern [silence
05:00
Speaker 2
All right. Cool. Thank you. 10-4. OK. [silence]
05:00
Speaker 1
okay appreciate again your time and cooperation so my name again is Eric you're level to technician and you can also visit our website which is support. Tinggits.com have a great day to you there Michael and wait for my email for you to respond okay? you're welcome and goodbye for now Michael.
06:00
Speaker 2
That will conclude our business for today. Thank you.
06:00