V2 Rubric Detail — 6e6d5fb0-6912-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:32
Duration
8m 47s
Contact
Lazaro Pena
Issue Type
General Inquiry
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133522
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_Warranty Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.75/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall72.3% (+14.3)

V2 Grader Summary

The agent correctly resolved the warranty inquiry by confirming the EA7300 is out-of-warranty and discontinued (R1, R3, T3). However, communication was poorly executed: the agent failed to reduce customer effort (X3 Not Met), did not provide next steps (O2 Not Met), and showed minimal empathy or adaptation (X1, X2 Partially Met). Despite disorganized delivery, the core outcome was accurate and complete.

V1 Case Analysis

Customer inquired about warranty status for EA7300 (S/N: 19TL30M2CK04687) purchased April 2022; agent confirmed warranty expired and device is discontinued.

Troubleshooting Steps
  • Requested serial number
  • Requested model number
  • Confirmed purchase date (April 2022)
Key Observations
  • Agent did not perform a warranty lookup in the internal system despite having a valid serial number.
  • Communication was inefficient with long silences (e.g., 03:00–04:00, 05:00–06:00) and repeated requests for information.
  • No case/ticket was created or documented, violating standard case management protocol.
  • Agent's statements about warranty duration (1 year) and end-of-life status for EA7300 were factually correct per Linksys KB.
Positive Highlights
  • Correctly identified the router model as EA7300 from phonetically garbled input.
  • Accurately stated warranty duration (1 year) and end-of-life status for EA7300, consistent with Linksys KB.
  • Provided factually correct information about product lifecycle.
Agent Errors / Gaps
  • Failed to perform a warranty lookup or confirm warranty status via internal system.
  • Did not capture a usable serial number efficiently; required multiple attempts causing customer frustration.
  • Provided a generic warranty statement without verification, relying on assumed policy rather than confirmed data.
  • No case/ticket was created or documented.
  • Did not offer any self-help resources, KB articles, or paid support options despite the out-of-warranty context.
  • Inefficient communication with long silences and repeated questions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the EA7300 was purchased last April, stated it has a one-year warranty, and clarified it is end-of-life — directly resolving the warranty inquiry.
R2 Not Applicable Diagnostic thoroughness conf 95%
Customer asked only about warranty status; no technical issue was reported requiring troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly identified the product as out-of-warranty and discontinued, and provided the accurate outcome: no replacement, need to purchase new.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model and serial number and inferred purchase date from customer statement, but did not verify warranty eligibility through system lookup or documented process.
T2 Not Applicable Appropriate tools / resources used conf 90%
No internal tools or systems were required for a warranty status inquiry based on purchase date and model.
T3 Met No misinformation conf 95%
Agent accurately stated the EA7300 has a one-year warranty and is end-of-life, consistent with Linksys policy and product lifecycle.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to gather information but repeated questions poorly and failed to frame the interaction clearly; however, maintained minimal control despite customer confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but repeated prompts without adapting to customer’s visible frustration or confusion; some accommodation present but inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned the call from start to finish, answered the warranty question without transferring, and closed appropriately.
O2 Not Met Proactive follow-through conf 90%
No next steps, follow-up, or guidance provided (e.g., upgrade options, support for new devices), despite customer expressing intent to buy another.
O3 Not Applicable Closure confirmation conf 95%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was needed or performed; issue was a warranty inquiry fully within agent scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but offered no empathy or acknowledgment of customer frustration or difficulty during the call.
X2 Partially Met Tone & rapport conf 80%
Agent continued at a steady pace despite customer’s repeated delays and confusion; did not adjust tone or simplify language effectively.
X3 Not Met Overall experience conf 90%
Agent repeatedly asked for serial and model numbers without using previously provided information, forcing customer to repeat details.
Call Transcript11 turns · 14 lines
Speaker 2
Welcome to Linksys Assistance. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. [silence] For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. [KEEP_UNCERTAIN] Uh, the thank you for calling Linksys my name is Melissa. Is this your first time calling? I see. May. I have a spelling for your first name, please. Okay. And your last name can you please spell it out? Alright, thank you. May also have your email before we proceed. Email. Yes. Sorry, what's the next word after it? Okay. Okay. Okay. [silence]
00:00
Speaker 1
8 13735. 7107 All right, I have a device, the router, I bought in April 19 last year in 25. I wanted to see if it's possible is still in warranty? What do you mean? How many links you have? Oh my goodness. Just one, but links in this, yeah I'm sorry. All right, let me tell you if I see.
02:00
Speaker 2
uh, and can you please confirm what is your current phone number? And how many Linksys device do you have? Yeah, how many Linksys device do you have? How many Linksys do you have? Do you only have one Linksys or more than one? That's my question. Okay, may I have the serial number, please?
02:00
Speaker 1
Well, something here. I have all the number you won to set your number. Tell your number. Hold on, give me one second. Give me one second. [silence] I'm getting there. [silence]
03:00
Speaker 2
Please provide the serial number. [silence]
03:00
Speaker 1
Oh my goodness. One second . What was it? What was it? Ay mi madre. I'm sorry. [silence] I didn't see anything. I don't want to see . I . Maybe one over . [silence] Auron fatel name All right, serial number is 19 TL Thomas 30 Mame Marie 2 CK Apple 0 4 6 8 7. Okay. Okay. The last number is 0 4 6 8 7. The model number hold on here select your number ES M Z. The user serial number. Oh the model number yeah. EE
04:00
Speaker 2
is ok what is the model number
06:00
Speaker 1
like, ernest, Apple 7300, Victor 2. VD Victor, Victor 2. VD Victor. VD from Victor. It is small. pretty well. Yeah, this is my internet provider, yeah. No, it is basically, it doesn't have to be with that one. I bought that one with you in in Amazon.
07:00
Speaker 2
Sorry, that's E A 7300. Okay. All right. So, uh, this particular router is E A 7300 and who is your Internet service provider? Who is your Internet service provider? Okay.
07:00
Speaker 1
Yes. Uh-huh. Oh my God. So he was like off. Oh my goodness. So you don't provide that one anymore right. Okay no problem. I have to buy another one. Thank you. Bye bye. [silence]
08:00
Speaker 2
Your internet provider is Spectrum, all right? Since you have purchased this last April, last year, the warranty of your router is only good for a year. And we also do not manufacture this device anymore. This is already a part of our end of life devices. We don't manufacture this model anymore. You're welcome. Thank you so much for calling. Bye bye.
08:00