V2 Rubric Detail — 63affa90-7b7a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 09:41
Duration
8m 5s
Contact
Robert
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136495
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Does not turn on

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall60.4% (+4.4)

V2 Grader Summary

The agent correctly handled warranty information and set clear next steps for a potential RMA but failed to complete mandatory hardware fault diagnostics (outlet check, power port inspection, power cycle) before concluding it was a hardware issue. Communication was generally appropriate, but empathy for the customer's frustration was lacking. The case remains unresolved with only partial troubleshooting performed.

V1 Case Analysis

Customer reports MX4200 node with no power (no LEDs). Agent suggested trying a different power adapter, collected serial number and customer contact details, and initiated warranty-claim process by emailing instructions. Customer must reply with purchase invoice to proceed.

Troubleshooting Steps
  • Confirmed the device does not power on.
  • Suggested trying a different power adapter and outlet.
  • Collected serial number and customer contact information.
Key Observations
  • Agent correctly identified the symptom (no power/LEDs) and suggested a valid first step: testing with a different power adapter ([01:00]).
  • Agent did not perform a full hardware-fault diagnosis per KB (e.g., verify outlet with another device, inspect power cable, check for physical damage).
  • Model number was stated by the customer as MX4200 but not explicitly confirmed by the agent before proceeding.
  • No HappyFox case number was created or referenced, indicating a protocol gap.
  • Agent offered a clear next-step path via warranty claim, which is appropriate for a suspected hardware fault.
Positive Highlights
  • Correctly suggested trying a different power adapter, aligning with KB guidance in universal_hardware_fault.md ([01:00]).
  • Collected serial number (38U10M59C08218) and full customer contact details, including name, address, and email ([02:00]–[03:00]).
  • Accurately informed the customer about the three-year hardware warranty and set expectations for the claim process ([04:00]).
  • Maintained a polite and professional tone throughout the call.
  • Initiated a valid support path by offering to email warranty-claim instructions, which is appropriate for hardware faults.
Agent Errors / Gaps
  • Failed to verify the power outlet by testing with another device, as recommended in universal_hardware_fault.md Step 2.
  • Did not inspect or suggest checking the power cable for damage.
  • Did not explicitly confirm the model number despite customer stating MX4200.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Provided no concrete technical fix; left the issue unresolved beyond the warranty path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the dead router issue; customer was left to send a receipt for potential RMA without any on-site troubleshooting or fix attempted.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about power adapter and serial number but skipped critical steps like checking power outlet, inspecting power port, or attempting a factory reset.
R3 Met Correct resolution path conf 96%
Agent correctly explained the three-year hardware warranty, requested proof of purchase, and set appropriate next steps for potential RMA.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to verify power outlet, inspect power port for damage, or perform power cycle as required by hardware fault diagnostics; only asked about adapter.
T2 Not Applicable Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, logs, firmware check) were needed or used for a device with no power; interaction was appropriately verbal.
T3 Met No misinformation conf 98%
All technical statements regarding warranty duration and requirement for receipt were accurate and policy-compliant.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control and moved the interaction forward but allowed long silences and lacked clear opening framing, leading to minor disorganization.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and confirmed understanding through repetition; adapted communication appropriately for customer's level despite hearing difficulties.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, collected necessary information, and committed to follow-up via email without unnecessary transfers.
O2 Met Proactive follow-through conf 96%
Clear next steps established: agent sent email and customer agreed to reply with receipt; timeline and ownership were explicitly defined.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred, and none was warranted at this stage; agent appropriately gathered information to determine warranty eligibility before initiating RMA.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, and none was required; agent followed correct L1 path by collecting proof of purchase.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and professional but did not explicitly acknowledge customer's frustration over a dead router or express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a steady tone but did not adjust communication style to match customer's irritation; missed opportunity to de-escalate or show urgency.
X3 Partially Met Overall experience conf 85%
Customer was required to locate and send a receipt, adding effort, though this is standard for warranty validation; agent could have first confirmed basic power checks to avoid unnecessary steps if fixable.
Call Transcript12 turns · 13 lines
Speaker 1
Josh, I've got three of your MX4200s. And end of last week, well, one of which I use as a prime router. End of last week, I lost my Internet and the prime router was dead. Okay? I've reconfigured another router and my Wi-Fi is up and running everything fine. But the router, the 46, the 4200 that I use as the router is as dead as a dodo. Is there, is there a way to reset it or to get it to work again or do you think it's just blown? [silence]
00:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] I see I um when you say dead sir [silence] uh do you mean that uh [silence] the device is not turning on
00:00
Speaker 1
No, there's no power. I put power and there's no light at all. I'm sorry, I can hardly hear you. Can you speak up? That's a little better. I've changed that. Yeah. Indeed. The serial number is, hang on a minute. Oh dear, three eight u for unity, T seven two, five alpha, five two seven five
01:00
Speaker 2
I see. And have you tried using a different power adapters from the working nodes to see if the issue has something to do with the adapter? Uh yeah. Uh how about now? How about now, sir? All right. So, uh just to verify regarding with your concern, have you tried using a different uh power adapter? Just to make sure that the issue is not the device but only the power adapter. Hhmm. And the user says, I see. And I assume you already tried plugging the device into a different power outlets, correct? I see. Yeah, for for this one, sir, may I have the serial number of this problematic node?
01:00
Speaker 1
unicorn. 10m10m59c08218. 218. [silence] No. no 8, 2, 1, 8. there's not a double two there. C08. C for Charlie 08218. About end of beginning of 24 so it's two years. [silence]
02:00
Speaker 2
Mm - hmm. I mean Sir, Sir, what was the last two digits? All right. Thank you so much for that, sir. So let me verify again the series number. So it's three eight U for Umbrella 10 and for my 59 C for Charlie 082218 correct? Yes. I. M - hmm. All right. Thank you so much for that, sir. And may I know how long you have been using this device? I don't know.
02:00
Speaker 1
Two and a half years now. still have what. Sorry. Yeah, it'll be on Amazon. Yeah? My personal address. My name is Robert Story. The address is Fairview. Sorry, gone. Story. S-T-O-R-E-Y. My email address is Bob, that's b-o-b. At. [silence]
03:00
Speaker 2
uh-huh. And you see, Uh-huh got that one. Do you still have the copy of the receipt? Uh, the copy of the receipt, like the invoice receipt for this device. All right. That's great to know. Because, uh, it could be possible, sir, that this device is already experiencing a hardware issue, uh, in order for me to create the ticket here. I have your first and last name. And how- uh, I'm sorry, sir. I just need your name for now. Sir. Your first name is Robert. And what was your last name again? Thank you so much for that one. And what about your email address? [silence]
03:00
Speaker 1
Story story dot UK dot NET gig at clear. Yeah. Tired me. yep. Sure.
04:00
Speaker 2
thank you so much for that one and who's your internet service provider? so just to verify was this device I sorry yeah you mentioned that the device was purchased from Amazon so uh for this one sir according here on our end uh we cannot like determine if the device is still under warranty however I'm gonna set your expectation that the unit has a three years hardware warranty so I will be sending you an email and once you receive the email can you reply to my email with the copy of the invoice receipt attached on it alright so kindly give me two to three minutes thank you
04:00
Speaker 1
No problem. I will. But what I, I mean, so I'm not, to be honest, I don't care whether it's warranty or not. I just want to know whether I could refund it here. And what's, what's the problem? But anyway, I will send you the details that you ask for. Thanks very much. Well, hang on. Let me just see if the email's gone through. I'm gonna have to, I'm gonna have to find the invoice anyway, so I'll have to call you back. Okay, thanks.
07:00
Speaker 2
Patronially waiting. So yeah, I have already sent you an email. Oh, once you receive it, just reply to my email and make sure to attach the copy of the invoice receipt. All right, thank you. Uh-huh. Yes, sir. You're most welcome, sir. By the way, would you like me to stay on the line or you're going to call us back? Uh-huh. I understand, sir. So, yes, just give us a call once you have the copy of the receipt and rest assured that we can try to validate that one. You're most welcome, sir. Again, thank you for calling Linksys. You have a great day.
07:00