V2 Rubric Detail — 716a178e-68cd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:18
Duration
21m 44s
Contact
Santo Horvath
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regilene Come
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall72.8% (+16.8)

V2 Grader Summary

The agent correctly applied the non-transferable warranty policy and verified key details, but did not fully resolve the customer's concern about the refurbished replacement or time-sensitive return. While ownership and technical accuracy were maintained, next steps lacked specificity and communication had minor gaps, resulting in a partial resolution.

V1 Case Analysis

Customer asked about warranty transferability for MX6200 (S/N: 58W10M2AD). Agent confirmed warranty dates (Feb 20, 2024 – Feb 20, 2027) but did not clarify non-transferability. Promised callback within 2–3 hours. No case number created.

Troubleshooting Steps
  • Collected customer name and phone number
  • Looked up warranty status in internal system
  • Confirmed warranty dates (Feb 20, 2024 – Feb 20, 2027)
  • Provided model number (MX6200)
  • Provided serial number (58W10M2AD) using phonetic spelling
Key Observations
  • Agent provided accurate warranty dates and product details, demonstrating correct access to internal systems.
  • Agent did not explicitly state that Linksys warranties are non-transferable, which is a key policy point per KB guidance.
  • Serial number was clearly communicated using phonetic spelling (58W10M2AD).
  • No case number was created, violating support protocol for follow-up tracking.
  • Follow-up was promised but not scheduled with a specific agent or tracking mechanism.
Positive Highlights
  • Provided accurate warranty start and end dates (Feb 20, 2024 – Feb 20, 2027) from internal system.
  • Correctly identified and communicated the router model (MX6200) and serial number (58W10M2AD) using phonetic spelling.
  • Offered a specific follow-up timeframe (2–3 hours), setting clear expectations.
  • Maintained professional and polite tone throughout the call.
Agent Errors / Gaps
  • Did not clearly explain that Linksys warranties are non-transferable, contrary to KB guidance.
  • Failed to create or reference a HappyFox case number, violating support protocol.
  • Left the customer with unresolved uncertainty despite having correct product/warranty data.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Agent explained warranty follows original unit and promised a callback, but did not confirm resolution of the customer's core concern about receiving a refurbished unit or time-sensitive return window.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent looked up warranty using serial number but did not troubleshoot or explore the customer's issue with receiving a refurbished replacement or validate the return window concern.
R3 Met Correct resolution path conf 96%
Agent correctly applied non-transferable warranty policy and did not offer RMA or dismiss out-of-warranty; handled situation per protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified warranty transfer question and verified dates, but did not ask diagnostic questions about the replacement unit issue or return timeframe.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to verify warranty status and serial/model numbers, which was appropriate for the inquiry.
T3 Met No misinformation conf 97%
Agent correctly stated warranty expiration based on original unit, aligning with Linksys non-transferability policy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent set callback expectation but struggled with clarity during serial number exchange and crosstalk; call flow was occasionally disjointed.
C2 Met Confirmed understanding conf 95%
Agent used respectful tone and plain language, adapted to customer’s phrasing, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to follow-up; confirmed contact details were on file.
O2 Partially Met Proactive follow-through conf 94%
Agent promised a callback in 2–3 hours but did not specify who would call or what outcome to expect, reducing clarity on next steps.
O3 Partially Met Closure confirmation conf 92%
Agent referenced existing serial numbers but had confusion over which unit was which, requiring customer clarification and indicating incomplete continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was required for this warranty inquiry.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous and professional despite customer frustration, using polite language throughout.
X2 Met Tone & rapport conf 94%
Agent maintained engagement, responded patiently, and matched customer’s tone appropriately.
X3 Partially Met Overall experience conf 93%
Agent reused some known info but had redundant/crossed communication during serial number confirmation, increasing customer effort.
Call Transcript14 turns · 17 lines
Speaker 1
Why do we shout?
07:00
Speaker 2
Hi, thank you for calling ANCIS. My name is Clark. How can I help you?
11:00
Speaker 1
If I sell my router to somebody, will they have the warranty that comes with it?
12:00
Speaker 2
I'm sorry, sir, what's that question again? I'm sorry. Yes, sir. That depends on the router itself, if, um, when it was purchased. So it will still, um, covered on the day that the device was purchased. Um, yes. Do you have the information of the device? Um, could I have that one, please?
12:00
Speaker 1
should have it on file, um, just by my name. Okay. 825692231. Okay. Yeah. [silence] Right, and nobody's responded to me. Right. Uh, it ends one six four seven. Is that the one you have on file? Well, I. Yeah.
13:00
Speaker 2
The serial number that is on your ticket is the one that you sent over to us, and another serial number was sent over to you right now, if that's correct. Okay. Can I have the serial number of that one instead, please? The one that we have on our file, sir, is the serial number of your older one, which is the one through one one one. We do not have any information of the new-- [crosstalk] [silence] that's, uh, conflicting because it's no for the pupil to put them for maker the price-- Okay, Mr. Santo? All right, so upon checking here on our system based on our processor, based on the warranty, we will follow the warranty of the original unit that you have. So since the original unit started the warranty last February February 20 of 2024.
14:00
Speaker 1
Okay, and they can't give me an extension. Me and uh, I purchased a brand new unit, and they sent me a refurbish. Is this, that they are either servicing, or, and to deactivate. Okay, can you have somebody call me then?
17:00
Speaker 2
then we will stick to that and we will follow the warranty status of that unit. So the warranty will still expire on February 20th of 2027 on the new unit that was sent over to you. Um, for that kind of information Sir, I cannot answer that because we are following really the original warranty of the original unit that was being defective.
17:00
Speaker 1
of a population of exploding shit. Okay. But I need them to call me soon because I only have a certain amount of time to send this one back for a refund. Yes. No. No, you have my number, right? I can already see. Okay. And they're going to call me in three hours?
18:00
Speaker 2
I'll check with that, uh, with the team and, um, we'll give you, like, a follow-up on that one, sir. Okay? Thank you so much. Um, god, sir. Um, we'll give you, like, a follow-up call back probably, um, within two to three hours. All right, thank you so much. Is there anything else I can help you with? All right, sir. Yes, sir. We have your number on our system. Yes, sir. That's correct. Thank you.
18:00
Speaker 1
Okay. Oh, could could you give me the serial number and model number to the original one that I sent back that was defective, okay. Okay. Yes. five A W, okay. M, okay. two A D. got it.
19:00
Speaker 2
[silence] Alright sir, thank you so much for [silence] Uh-huh, go ahead. Um yeah, sure I can give you that. Just give my [silence] just give me a moment. So the serial number of the original unit, are you ready? Alright, so it's 58 W 1 0 M for Mary. 2 A D for David. So 2 A for Alpha, D for David. [silence]
19:00
Speaker 1
12111 okay and what model was that? uh nx6200 huh okay and this was original router
20:00
Speaker 2
uh-huh that's if that's the MX 6200. All right, is there anything else that I can help you with,sir Santo? All right, thank you so much for calling Infixter, have a good one and take care and goodbye.
20:00