V2 Rubric Detail — 5b56bbc8-75a7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 23:48
Duration
32m 56s
Contact
719-431-9101
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication1.25/5
Ownership4.29/5
EscalationN/A
Customer Exp3.57/5
Overall54.9% (+20.9)

V2 Grader Summary

The agent correctly diagnosed a hardware fault and initiated an RMA process with strong ownership and empathy, but failed to resolve the issue during the call due to no completed replacement, contradictory technical guidance about cord removability and unsafe cable recommendation, poor call control with long silences, and placing excessive burden on the customer to provide documentation. The outcome remained unresolved at call end.

V1 Case Analysis

Customer reports one LN1600 node not powering on due to a faulty USB-C power cord. Agent confirmed the issue but provided contradictory advice about cord removability. No serial number or warranty status collected. Agent will email customer for photos of the node, adapter, and Amazon receipt to process a replacement.

Troubleshooting Steps
  • Confirmed customer's testing: swapping cords between nodes isolates the issue to the USB-C cord.
  • Verified the parent node powers up with a different cord, confirming the adapter itself is functional.
Key Observations
  • Agent provided contradictory technical advice: at [07:00] claimed the USB-C cord is removable, but at [08:00] stated 'The cord is not removable,' directly contradicting the KB (LN1600 power cords are non-removable per hardware specifications).
  • Failed to collect serial number or verify warranty status, violating protocol for hardware replacement requests.
  • Long silences (e.g., [05:00], [26:00]) and disorganized flow severely reduced efficiency.
  • Misquoted customer's payment details: incorrectly stated $332 for technician setup when customer said $150 twice ([14:00], [16:00]).
  • Did not confirm or correct the customer's email address despite phonetic spelling; transcript shows uncertainty in normalization.
Positive Highlights
  • Acknowledged customer's frustration and expressed empathy.
  • Correctly isolated the power cord as the likely fault based on customer's testing.
  • Offered to email the customer for documentation to support a replacement request.
Agent Errors / Gaps
  • Provided factually incorrect and contradictory technical advice about the LN1600's power cord removability (KB states cords are non-removable).
  • Failed to collect serial number and verify warranty status, violating core support protocol for hardware replacement.
  • Misrepresented customer's financial details by incorrectly stating $332 for technician setup when customer clearly said $150.
  • Allowed excessive silence and disorganized conversation flow, failing to maintain call control.
  • Did not confirm or document the customer's email address properly despite phonetic spelling attempt.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent initiated replacement via email but did not complete RMA or confirm resolution during call; customer still had one node offline at call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent validated customer's power cord swap test as diagnostic evidence but did not perform additional troubleshooting (e.g., power-cycle, LED check) before concluding hardware fault.
R3 Met Correct resolution path conf 96%
Agent correctly identified hardware fault (power cord) and initiated appropriate RMA path for in-warranty LN1600 device, without dismissing due to purchase channel.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (node not powering on), confirmed customer's isolation test (cord swap), and logically attributed failure to USB-C cable.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used customer's controlled cord-swap test as sufficient evidence for hardware isolation; no further tools (e.g., remote session) were necessary for clear power issue.
T3 Not Met No misinformation conf 95%
Agent gave contradictory statements: first said cord is removable, then said it is not removable; also suggested using any mobile phone USB-C cable, which contradicts KB guidance to use original power adapters to prevent damage.
Communication
C1 Not Met Clear & professional language conf 90%
Agent exhibited poor call control with long silences, off-topic safety questions, and no clear agenda or step-by-step guidance.
C2 Partially Met Confirmed understanding conf 85%
Agent showed empathy and acknowledged health situation but used confusing technical language (e.g., contradictory cord removability) and did not consistently check understanding.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent took ownership by committing to email follow-up, collect photos/receipts, and arrange replacement without transferring the call.
O2 Partially Met Proactive follow-through conf 88%
Agent set next step (email request) but did not provide concrete timeline or deadline for customer response or replacement shipment.
O3 Met Closure confirmation conf 96%
Agent referenced prior escalated case ('regarding the case that was escalated to our level two department'), demonstrating case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was appropriately handled at L2 with clear hardware fault requiring RMA.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and expressed sincere sympathy for customer's surgeries, wheelchair situation, and financial burden.
X2 Met Tone & rapport conf 92%
Agent adapted tone to customer's emotional state, acknowledged health and financial struggles, and maintained a caring, patient demeanor.
X3 Not Met Overall experience conf 90%
Agent asked customer to gather photos, receipts, and send email, adding effort rather than handling documentation internally (e.g., pulling Amazon order data).
Call Transcript35 turns · 47 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 Jimmy Ellis? Hello, Jimmy. Thank you for answering my call and can you hear me okay on the line? Thank you. By the way, this call is recorded for quality assurance purposes. Uh, Jimmy? Okay, uh, Jimmy, I'm here. Okay, thank you. Uh, so, Jimmy, I'm here to do follow up regarding the case that was escalated to our level two department regarding your Linksys LN 1600 device. And may we ask if is this the best time for us to discuss and troubleshoot your device concern?
00:00
Speaker 2
Hello? Yes, sir, that's me. Yeah, I can hear you, okay? Cool, that's alright by me.
00:00
Speaker 1
okay okay so based on the record you have Mm-hmm I see hmm so let me double check so you have three nodes in total but one node is not turning on am I correct
01:00
Speaker 2
So you'd already know we already know what's wrong with it. We took one of the cords, we took one of the cords from the other knob and put it in, into the mother and it come back up. Then we took that cord that we brought from the mother node to the other one that was working too and it wouldn't light that one up. So it's the course. I tried to lay my own procedure until going to a form. Yes. Well, that's an counter. It works. And, uh, I, I can rob one of the coats from the other, uh, knob and plug it in and it comes on. It works. But if I take that one cord.
01:00
Speaker 1
Yeah, No. No. Mm-hmm. Okay. So if I may verify, so everything was working fine before and for some other reason, one of the nodes just top turning on. That's what happened. Am I correct? Yes. I see. Okay. So I understand that this node is being powered using a USB type C connector and power adapter. Okay. So, as what you mentioned. So it's just the USB cord that's the issue. The power adapter itself is still working. Okay. Um I have to power BT.
02:00
Speaker 2
Does effective even put it back on. It won't work. The node won't come back on. And the node was is all downloaded and everything. Yeah. isn't that yeah. It was on account of cords. Yeah, it's just yeah, it's just the power cord. The node's all good.
02:00
Speaker 1
Well, yeah, see, but okay, okay. So, uh, well. Love it Like other USB c that usually that we're on our mobile phone? You know, we do have it. Since we verified that it's just the USB To a cable that's not working, so we have other Okay. Um, Hmm. [silence] I think because [silence] we're [silence] and the other end is the USB type-C, okay? Well, [silence] okay, [silence] Okay, [silence] I anticipate [silence] information. [silence] Okay, [silence] Yeah, yes, [silence] That's the one that I'm mentioning already
03:00
Speaker 2
well, I'm driving right now, but I got ah spectrum router it's not a not a spectrum no all my nobles are leaks all my nobles are linked
05:00
Speaker 1
your three nodes, one node is working as a router that is connected directly to the spectrum modem. That's the one I was referring to the Linksys node, that's working as the router or the main router, because the other notes are just wireless repeaters. Okay? So I know you're driving, Okay, your safety is my concern, Okay? So if I may ask, are you going home or going out from your house? Okay, so I don't want to disrupt you for your safety, okay? So if I may ask, uh, Jimmy, uh, what time will I process your call. Okay. Okay. Okay. So we... Okay. Thank you for the clarification. Okay. So, uh, we... Mhm. Okay. So, um, thank you. I appreciate that. Uh, the the good thing with your, uh, power adapter is the cord itself is removable, okay? Compared to other power adapters.
06:00
Speaker 2
by unplug it and then put that power cord that was bad in there that node don't even come on. it's dead. it's it's there's no power whatsoever to it. it's simple. it's a fact. yeah it it's simple. it's that power cord cuz we've already checked it and then we we took one of the good cord cords from one of them new nodes in the new cord put it in that new node and it fired right back up. no problem. so the only problem it is is that cord. I seen that. [silence]
07:00
Speaker 1
The cord is not removable. So the one that you mentioned here is it's just the cord that you you replace. The power adapter itself is still working. So it's just the the USB-T cord. Okay. Don't worry, okay? Because that's the advantage of your adapter, okay? Because that chances are like for example, like that cord might just be accidentally like cut by some insects or a a pet that's bit it, okay? And it's this destroyed, okay? But since it's a USB-C cable,
08:00
Speaker 2
That, I don't know. I don't know if that is or not, because I, you know, all we done is we took the other coat and the one, we didn't do nothing and plugged it in. So I, I don't know if it's that deal that's removable or the cord or whatsoever. I it was, there's no, we, we didn't do no damage. [silence] [KEEP_UNCERTAIN] Well, there's no machine, nothing. Well, I don't know. I don't know. I not all it is is one unit all together. So I I yeah, so I don't know. And I'm going to tell you something me going through Amazon was the biggest mistake. I bought stuff from links. Amazon screwed me up. me an extra three hundred dollars because I had a guy there helping me when we were getting it up and what I paid him 150 one day for him to help me. Well, Prime didn't even leave me that package or nothing. So, then the next day I had to get it. I called Prime let them know. So, I had to I'm in a wheelchair. I've had 42 surgeries. I'm fighting for my life and cancer. So, then I had to pay that guy another 150 to come. So, I've paid 300 to that guy. Then I paid Amazon $332 for the nodes and everything. So, I got $600 in that and I need my security because I'm fighting for my life and cancer. In the last month, I've had two major surgeries. I was opened up a foot wide on the last one and I [silence] I need it where I can keep an eye on my property. So, now, it me doing and never go through Amazon ever again. Well, that them people, that that was a joke. That's why don't even keep that that and them nodes or whatever because I was gonna try to get it through them. They can't they don't even stock them or keep them on their shelves. So, which and what all happened through me and I couldn't go direct. I got screwed through Amazon. Uh, and I pray for you, my man. pray for you because I tell you Frankenstein don't have nothing over me with all the scars I got and that the last 24 surgeries out of 42, I had no anesthesia. I was awake. [silence]
08:00
Speaker 1
then we can proceed with the replacement but we need the documentation for that. Okay? So is it okay with you Jimmy that I'll be sending you an email wherein on that email uh I'll be providing you the what's important like the photo of the unit that's not turning on anymore. Okay because that came with its power adapter. Okay. Okay. Yes. So uh what what we need to do here is I'll be sending you an email and on that email that's where you respond to me. Okay and you can then attach the photo that we required including the the receipt from Amazon because I know you you paid 300 from Amazon. Okay and uh thank you. Thank you. They stop. Okay. Thank you.
13:00
Speaker 2
I got them on my Apple phone right now. I got them on my Apple phone right now. I got that too. I got the order number and everything. They didn't give me receipt. All they gave me was an order number and I paid them within my card. So and then, that yeah, that's all I
13:00
Speaker 1
Okay, thank you. And you also paid 332 for the technician to set it up for you. Am I correct with that one? You paid the 300 for the three nodes from Amazon and you also paid another 332 for the technician to set it up for you. Am I correct? Oh, I see, because if your device is new, everything is free. You just need to call us. Okay, so I'm sorry to hear that you paid 332 for the technician to help you to set it up.
14:00
Speaker 2
* something to that? * besides, see, yeah, that was recorded too. * links helped me, and then I paid a guy to help me. yes, sir. * no, I paid 332 for the nodes with Amazon. * I paid 150 for that M uh, the guy to come help me the first time.
14:00
Speaker 1
Okay, I really wanted to like a document as as far as I like information I can get from you. Okay. So, uh, at first, the $150 that's for the first day that you wanted to be assisted for the devices to be set up, but that ignition did not, uh, push through. So, the $150 was waived. The and you arrange for another,
15:00
Speaker 2
and Prime didn't deliver it, so that was a waste of money. Then the next day whenever I got it, I had to get a guy to come up, because I'm in a wheelchair and uh yeah, I'm in bad shape sir. Yeah, you could say that was a show up. That was a show up P and then he come back after I got it from Prime where I could get help because I can't move or do anything like that. So, yeah.
15:00
Speaker 1
it was just for the show up fee then the next like transaction, that's another 150, so that's the reason why you're able to pay about 300 dollars for technical support from Amazon Prime. Okay. Oh, I see. So it.
16:00
Speaker 2
Yeah. Yes. And then I had, I had you guys, top all three of us get it set up and we got it set up then within a matter of a, two hours later, uh my uh that mother node went down. So, and it was on account of cord. So I rob one of them other code uh one of the other news co uh cores off the other new node, put it on that mother node and she fire right back up and I have no problem whatsoever now with the mother node and that other node. But the other node is dead because I don't have
16:00
Speaker 1
I see. So it was the parent node that stopped working when you observe it and you used the other power cord from a working child node and that powers up your parents node. So it's the main node that was able to stop working. Oh, I see. Mhm. Mhm. Okay. So, technically speaking, all the nodes are working it's just the power cord. The power adapter might be,
17:00
Speaker 2
Well, yeah, because that chord was on the mother node. So, I robbed one of them other chords off the node, one of the new node, put it on there so the mother node come right back up. So now I got one node I'm not using because I ain't got no power that I robbed the electricity from. I mean, the chord from.
17:00
Speaker 1
The adapter is also working, okay? Okay. Okay. Okay. uh huh. okay. okay. Thank you, I appreciate that. So you don't need to reconfigure, it's just the power. So the one that I'm trying to tell you, Jimmy, is since your node here are being powered by USB type C connector, okay? So that's the cord, okay? Since you were able to remove that cord only, okay? So we can actually use any USB, the hole strap.
18:00
Speaker 2
[silence] Yeah, I got all of the notes, all three notes are working. But I don't have one note working because it don't have power to it because I robbed that cord and I put it on the mother note where I could get my internet backup. So, what I got working now is two notes, but all three notes work. [silence] No, I I released the whole thing. Now, wait a minute. I released I just I took the plugin that you plug in. I took that whole set up. I didn't rob just one deal. I took the cord and the plug, so, well, I don't know if it's the plug or the cord that disconnects. So, I just know, I just know. cuz I use the whole cord, the plug in or everything. I didn't take nothing apart. Yep, the whole set. Yes. I'm using it. well, thank you, hon. Yeah, I'm going. I'm sorry, that lady was bringing me electric cart. Say what now? [silence]
18:00
Speaker 1
then we can actually just use any that you can use from the mobile phone, okay, and you can plug it in to the other end of the node and the other ends on the power adapter plug and that works. The whole set. I see. Okay. well so again Jimmy I really am so sorry to hear the inconveniences that you're having okay so uh I just want to apologize since I'm a technician uh usually a technician really needs to properly do it step-by-step okay and I apologize for that
20:00
Speaker 2
Go through a whole process with Amazon. You know, I, I, man, I talked to ten different people about trying to get stuff with them. And I will never, ever do that again. And if you guys don't get it where you can take care of your customers directly or anything, I'll never buy another one of your products ever. Because, you know, and then my family, my family's watching this. We all buy stuff from Amazon. But after they see what's going on to me, they ain't going to Amazon to buy your product. Because that's one sorry company. [silence]
21:00
Speaker 1
it's the reason why the whole set. Okay, so I set your expectations that the whole board, the power plug and the node itself, it's just all in one, okay? So the notes go, okay. Okay, so you want to retain the node. Okay, you want to retain the node, it's just the power adapter set? Oh yes. Okay. Okay, so thank you. So I know that you're not at home right now. If I'm going to do follow up with you, because I'm going to send you an email though, okay? On that email, at least a preparation. Like I will be able to get the actual picture, because
22:00
Speaker 2
Step by step. I want that deal that you plug into the wall. I want that whole setup, that cord and that deal that you just have, the whole cord, everything on that. Yeah, sir. The notes good. I don't need the no, yeah. Yeah, notes good. I don't need the no. And it's already set up. Yeah, it's just the power set up. And that node is good.
22:00
Speaker 1
You need to take a picture of that particular power adapter plug, because it has a model number, okay? Then the node that's no longer powering up. Okay, thank you, I appreciate it. And also for that node that's not, uh, being powered anymore because of that, uh, faulty, uh, power adapter cord, because this is a set, okay? So, that's the one that I'm going you to send on your email, just to provide you an overview. So, on that email, I'll be providing you the the photo of the the power adapter that's not working anymore, and the node, and then that that node it should also show it's uh clearly its model number. Yeah, okay. Thank you for watching the video
23:00
Speaker 2
[DOWNWEIGHT] Yeah, and I got a picture, I got a picture of that plug-in of the cord already. Right. Yeah, that power adapter and that cord. That power an adapter and a cord was that, yeah, I, yeah, because I don't know what all's happening, but I don't know if it's that adapter or that cord. And I'm
23:00
Speaker 1
B for Bravo, R for Romeo, E for Echo, S for Sierra, N for Nancy. [ silence ] A for Alpha, N for Nancy. dotnet. Am I correct with that one, Jimmy? Okay. I believe uh, that's uh, J for Juliet, the first letter. Okay? Then G for George, the second letter. Then E for Echo, the third letter. Then L for Lima. And another L for Lima. I for India. S for Sierra. Am I correct with that one? Mhm. [silence] [silence] Okay. okay. [silence] [silence] [silence] [silence] [silence] [silence] Echo. [silence] [silence] .com or dot net? Okay. Yes, okay. Then that's the same email that was documented. Thank you for verifying it for me, Jimmy. Okay? So Jimmy, since you're not at home. So I'll be shooting an email and on that email then, when you have time, you can just provide the information that we need, okay? Okay. Okay, so Jimmy, please do take extra care, okay? And God bless you, okay? And it's Okay.
25:00
Speaker 2
DOTNET, excuse me. Yes. Thank you, brother. Alright, I thank you, sir. Yeah, and please, whenever you send me, uh, make sure I got that whole unit, that plugged in the cord, too, because I don't know what's wrong with it or whatever, and I didn't try to rob the cord nor take it apart. So, I know nothing, but all I know is that whole assembly that coming from the wall to uh, to uh,
27:00
Speaker 1
because uh jimmy i'm just uh taking advantage right now since you're in walmart right now right so this is just like uh a suggestion only okay um if you since you in your walmart okay
29:00
Speaker 2
[silence]
29:00
Speaker 1
[silence] Hello, Jimmy. I believe we're still connected with my line. Uh, you may end the call or I'll be the one to end the call instead.
31:00