V2 Rubric Detail — 5f8b5acc-7ef4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:52
Duration
6m 30s
Contact
804-912-0976
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall32.5% (-27.5)

V2 Grader Summary

The agent correctly identified that the router was a TP‑Link device and gave the appropriate support number, but no troubleshooting was performed to address the power‑on issue. The call lacked clear guidance, empathy, and effective communication, leaving the customer without a resolution.

V1 Case Analysis

Customer's TP-Link Archer BE3600 router shows no power LED. Agent confirmed device is TP-Link and provided correct US support number (1-866-225-8139). No troubleshooting performed.

Troubleshooting Steps
  • Asked for model and serial number (serial not provided).
  • Identified device as TP-Link based on model number.
Key Observations
  • Agent correctly identified the device as TP-Link and provided the accurate US support number.
  • No basic troubleshooting steps (e.g., checking power cable, outlet, or adapter) were performed before redirecting.
  • Agent failed to acknowledge customer's emotional state or offer any reassurance, leading to a poor communication experience.
  • Call was efficient in that it avoided unnecessary steps, but lacked empathy and minimal diagnostics.
Positive Highlights
  • Accurately recognized the device as a TP-Link product based on the model number [03:00–04:00].
  • Provided the correct TP-Link US support phone number (1-866-225-8139) [06:00].
  • Avoided giving incorrect advice or attempting unsupported troubleshooting on a non-Linksys device.
Agent Errors / Gaps
  • Failed to perform basic power verification steps (e.g., check outlet, power cable, or adapter) before transferring.
  • Did not collect the serial number despite asking for it.
  • No acknowledgment or empathy offered toward the customer's frustration and difficult situation [04:00].
  • Did not confirm whether the customer had tried a different outlet or power source.
  • Did not explain why Linksys cannot support non-Linksys hardware, leaving the customer feeling dismissed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the router to power on or verified any troubleshooting; simply told the customer to call TP‑Link support.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked for model/serial; no power‑cable check, LED check, or step‑by‑step troubleshooting was performed.
R3 Met Correct resolution path conf 90%
Correctly identified the device as a TP‑Link product and directed the customer to the appropriate vendor for support.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Did not isolate the symptom (no LED), ask relevant diagnostic questions, or determine a root cause.
T2 Not Met Appropriate tools / resources used conf 85%
No tools, knowledge‑base lookup, or internal product database were used to verify the model; the agent relied on guesswork.
T3 Met No misinformation conf 95%
Provided accurate information that the router is a TP‑Link device and gave the correct TP‑Link support phone number.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, expectations, or smooth transitions; long silences and abrupt hand‑off to another vendor.
C2 Not Met Confirmed understanding conf 85%
Agent used confusing phrasing (“s slash n”) and did not adjust language to the customer’s frustration level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent took responsibility for identifying the wrong product and supplied a next‑step phone number, but did not attempt any further troubleshooting.
O2 Partially Met Proactive follow-through conf 80%
Provided a clear next step (call TP‑Link support) but gave no timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Correctly decided not to escalate within Linksys because the device is not a Linksys product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent showed little empathy for the customer’s frustration and spent most of the call delivering a brief transfer.
X2 Not Met Tone & rapport conf 85%
Did not adapt tone or pace; continued with scripted prompts despite the customer’s emotional statements.
X3 Not Met Overall experience conf 85%
Customer was forced to repeat model information and then contact a different vendor, adding unnecessary effort.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] Oh, hi! Uh, so I just got back from the store and I bought my new uh router because we've had this storm and we lost power and the internet is completely down. So the router I had, she said was obsolete, it ended in 2020. So I went attained.
00:00
Speaker 2
[silence] Welcome to link support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.link.com for more information about your product. [silence] Thank you for calling link this is FM how can he help you? Hello? Hello? This is Eppy from link. [silence] Okay. [silence] Hello?
00:00
Speaker 1
I went out and got a new one. I have it here. I plugged in the wall, I plugged in the thing. I plugged the plug for the power, but I don't see anything lighting up. So I don't know. Is that thing that's supposed to light up when you plug it in the wall? Okay. They gave me a piece of paper with the information. Is it, uh, Oh, Oh, okay, hold on. Let me get over there back. It's at the bottom. Yeah, nothing is lighting up. I don't understand.
01:00
Speaker 2
Yes, Ma'am. Can I have the model number and the serial number of that Linksys device? Just try to look underneath it. The model number and the serial number, Ma'am, is at the bottom of the device itself.
01:00
Speaker 1
at the bottom okay all right let me get the uh flashlight here it also gave me a qr code to scan to start it and i tried it it didn't do nothing all right come on like well which one is the serial this one is the model is asher is it that one or is it the mac one yeah hold on let me get this loud rkp's all right what is it supposed to say
02:00
Speaker 2
Yes, it should say s slash n. s slash n. do you see any anything that says s slash n? s for Sam and for, uh, Nancy? [silence] Again, s slash n. uh, s for Sam and n for Nancy. [silence] It should say s slash n.
02:00
Speaker 1
Hold on. Okay. It says Model Archer BE, 3600. And then it hasn't What I I just gave it to you. The V that's not it. 360 Pro. Okay? And then underneath it. It says BE3600.
03:00
Speaker 2
Yes ma'am. Or a model number? I'm sorry. What's the model, ma'am? What is the model number? Sorry about that. B-E That's what it says there, model number. Okay, is that from Linksys, Ma'am? Did it say Linksys? [silence]
03:00
Speaker 1
Oh, you mean you're not gonna be able to help me put this together because this says pro link or PTP link. Well, I, I don't know who the heck in plain English. Man, I've been doing this this nine o'clock today. My um, my boyfriend's not here. My daughter's at Virginia Beach, my son moved to Chicago two weeks ago, and was tower, and I had to go out and spend 95 on this new thing. So now I gotta call somebody else. Okay, good. All right, hold on. Let me get the piece of paper and uh and the Oh my gosh. What a way to spend my day off on this.
04:00
Speaker 2
when I check the model is from TP Link. Ma'am, you're actually calling Linksys. This is Linksys technical support. Yes, you need to call the TP Link technical support ma'am. I can actually give you their number. Hold on. Let me just check that. hold on let me just check here because that was from different country and let me check the U.S. stack support well it it will give you the link ma'am Are you?[laughing]
04:00
Speaker 1
no, um, Richmond, Virginia. uh-huh. 225-8139. 866-225-8139. okay, thank you for bothering you. thank you.
06:00
Speaker 2
calling from Canada ma'am, or from US. Okay, yes, uh, it says here telephone number for us that would be plus 1-866-225-8139. Yes, ma'am. No, not a problem ma'am. [silence]
06:00