V2 Rubric Detail — 7859e680-7667-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:43
Duration
29m 49s
Contact
Jimmy Ellis
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#PR00134557
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1600_One node stopped working due to defective power adapter
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 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
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution1.25/5
Technical3.75/5
Communication2.50/5
Ownership2.50/5
Escalation4.00/5
Customer Exp2.50/5
Overall50.5% (+0.5)

V2 Grader Summary

The agent correctly escalated the ticket to Level 2 as it was already under their ownership and required invoice verification for RMA. No troubleshooting was performed, but the agent accepted the customer's validated diagnosis and followed proper procedure. Empathy and expectation-setting were weak, and the customer experienced unnecessary repetition in providing documentation.

V1 Case Analysis

Customer reports one mesh node not powering on due to suspected faulty power cord (confirmed by swapping cords). Agent escalated to Level 2 support without collecting model/serial/warranty details or offering troubleshooting. Next step: await Level 2 response.

Troubleshooting Steps
  • Confirmed the symptom (node not powering up) via customer description.
  • Reviewed internal ticket notes.
  • Escalated the case to Level 2 support.
Key Observations
  • Agent failed to collect model number, serial number, or verify warranty status — all critical for hardware fault handling per Linksys protocol.
  • No technical troubleshooting was attempted despite the issue being easily isolatable (e.g., inspecting the cord, trying a known-good adapter, factory reset).
  • Agent escalated without confirming the customer's ability to provide the requested Amazon invoice, creating a potential blocker.
  • Customer disclosed serious health issues and emotional distress, but agent provided minimal empathy and failed to adjust handling accordingly.
  • Agent incorrectly implied Level 1 cannot act on a Level 2-owned ticket, which may reflect a misunderstanding of support workflow.
Positive Highlights
  • Agent confirmed the customer's diagnosis by understanding that swapping cords isolated the issue to the power adapter [15:00].
  • Agent reviewed internal documentation and acknowledged prior technician involvement [18:00].
  • Agent correctly escalated to Level 2 support for further handling of a hardware replacement request (universal_escalation_guide.md).
Agent Errors / Gaps
  • Did not ask for or record product model number, which is required for warranty and RMA processing per universal_escalation_guide.md.
  • Did not collect serial number, necessary for device validation and support eligibility.
  • Failed to verify warranty status or explain support path, violating protocol for hardware faults (universal_escalation_guide.md).
  • Provided no troubleshooting steps (e.g., inspect power cord, try alternative adapter, factory reset) despite the issue being straightforward to diagnose.
  • Escalated without confirming customer could provide the requested Amazon invoice, risking case stagnation (universal_escalation_guide.md).
  • Misrepresented support workflow by stating 'level one cannot um on this ticket anymore' [19:00], which contradicts the KB guidance that Level 1 can escalate or provide basic support paths.
  • Demonstrated poor communication by not acknowledging customer's health situation with appropriate empathy or urgency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the power cord issue; no RMA, replacement, or troubleshooting performed; only escalated ticket back to Level 2.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps taken by agent; relied solely on customer's own testing and documentation review without independent verification.
R3 Met Correct resolution path conf 93%
Agent correctly identified ticket was owned by Level 2 and that invoice verification was required; escalation was appropriate path given support structure and warranty verification need.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent accepted customer's symptom identification (faulty cord via swap test) but did not ask diagnostic questions to confirm or isolate issue independently.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools were used or required; issue was hardware-based (power cord) and customer had already performed physical testing; agent had no remote access capability.
T3 Met No misinformation conf 96%
Agent provided no incorrect technical information; correctly deferred to Level 2 and aligned with customer's diagnosis of faulty power adapter.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control by confirming understanding and stating intent to escalate, but lacked strong framing and clear transitions; call felt reactive.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language and confirmed understanding, but did not adapt depth to customer's emotional state or medical context (cancer, hospitalization).
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent took responsibility by reviewing ticket and documenting input, but transferred immediately to Level 2 without attempting any troubleshooting despite being able to verify basic symptoms.
O2 Partially Met Proactive follow-through conf 77%
Agent said Level 2 would contact customer but gave no specific timeline; mentioned '1–3 hours sometimes 344 hours' (likely ASR error), showing incomplete expectation setting.
O3 Partially Met Closure confirmation conf 81%
Agent referenced prior documentation and noted Level 2 had previously requested invoice, showing some continuity, but did not fully leverage history to avoid redundancy.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation was appropriate: ticket was already owned by Level 2, and resolution (RMA/invoice verification) required Level 2 authorization; no invalid trigger.
E2 Partially Met Escalation prep & handoff conf 82%
Agent announced escalation and said they would document the call, but did not confirm handoff method, provide clear callback window, or specify who would handle it.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed understanding and apologized ('I’m sorry about that', 'I totally understand'), acknowledging frustration, but empathy was generic and not sustained or personalized to medical context.
X2 Partially Met Tone & rapport conf 80%
Agent maintained calm tone and did not rush, staying engaged, but did not match customer's emotional intensity or pace; communication remained procedural.
X3 Partially Met Overall experience conf 84%
Customer was asked to resend invoice they felt they had already provided; while procedurally needed, it created avoidable repetition and effort without agent leveraging prior submissions.
Call Transcript21 turns · 24 lines
Speaker 2
Welcome to Linksys support 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 one now. For out of warranty products, please have your
00:00
Speaker 1
Good afternoon. Are you ready to start? Okay, here we go. Are you more sort of, did you wake up s-- are your ankles, feet, or legs more swollen? Enter date. Enter. Top. Do you have another blood? It is time to check your blood oxygen level. Um. keep your finger to the pulse oximeter until the screen turns on.
10:00
Speaker 2
Thank you for calling darkness my name is Gerald Egan, or
11:00
Speaker 1
Please remain online. reading. Hello? Yeah, I can hear you now. Yeah, sir. My name is Jimmy Ellis. And I've been trying to get help in the last couple of days and I sent pictures yesterday to a guy. Never called me back and then I tell you what me going through Amazon I've been dealing with you guys links for years. And I've never had a problem ever like this is is a nightmare. And they shipped me some notes. and uh all of them are working. a separate cord but we took a cord from one of the other notes and uh we uploaded it. But uh the whole cord
12:00
Speaker 2
Yes. Yeah. Can you hear me okay? Cool. Hook it out.
12:00
Speaker 1
you paid the three hundred and something I paid Amazon uh to get this package and it just it's been a nightmare for me, sir. And like I said, I'm fighting for my life with cancer. And then I talked to a guy from Linktwo yesterday and I let him know what was going on and I shipped in pictures of that number on that cord, you know, the whole cord. So, I got I got my system up and I need it. We're burning up out here in Colorado. And I've been at the hospital quite a bit and I've had two stage surgeries in the last month, like I said, but I got to be able to have security on my house and know what's going on, sir.
14:00
Speaker 2
I'm trying to understand it. So you're saying the link system
14:00
Speaker 1
Yeah, but, uh... Well, on the other two nodes, yes. Then we took a cord from one of the good, uh, nodes, and the good cord, and it plugged it into the other node. We got it downloading everything, but that cord will not, you know, fire up that third node. But she does work whenever we took another cord from one out of the three that I got. So, I got a bad cord. And the node works fine, it's just the cord that you plug into the wall, going to the node, it's that cord. Yeah, the whole thing. The, the whole cord, right?
15:00
Speaker 2
So, are you talking about the power adapter? Okay, so you tried...
15:00
Speaker 1
what's that? yeah well yeah I just we like I said we took another we took uh the cord from the other knob and uh plugged it in there then we went ahead and set that knob up then we took that cord and put it to the the the other knob but that cord that whole cord assembly that you plug into the wall to the knob is bad. but sure sure okay thank you for I thank you for helping me my man oh
16:00
Speaker 2
Right. Okay. Give me at least um three minutes. I'm just going to read the documentation right here, what exactly happened. Okay? Um I have a record right here. Thank you. Right back. You get very much luck on. Uh right back, okay? I'm just going to read this.
16:00
Speaker 1
okay [silence] receiving the reading from your device
17:00
Speaker 2
Hello. Hello Jimmy. So, regarding your ticket right here, it seems like the level two support actually send you an email. Can you check if you received that. Uh it contain
18:00
Speaker 1
step off when your weight flashes scale display. press Yes to send your reading. press No to cancel. Oh. we already I the instructions we've already did that. we know it's the cord that's bad because we took uh cord from the other new no and plugged it into that third no and she fired right up. So it's the cord. We already know where the problem is. And then I took a picture of that cord and that number and sent it to you guys on that email, sir.
19:00
Speaker 2
right, you try to check that again and uh follow just just follow the instructions and i'm also gonna escalate your ticket back to the level two support because it's already owned by level two, level one cannot um on this ticket anymore, so i'm gonna escalate your ticket back to level two. [silence] [silence] right, I understand, um, so like i i believe you, that's also documented right here.
19:00
Speaker 1
I sent the order number from Amazon. And that's, see, that's what screwed up. I sent the order number, and I paid Amazon that money. And I shipped you the order number on that. And you guys even helped me, and you guys even helped me set it up.
20:00
Speaker 2
So, like I said, I'm going to ask you escalate your ticket back to level 2 support. If you receive that email, just read that and then it's probably the instruction there, it's probably like based right here, it seems like the the last technician asking you to resend the the receipt based right here. So, you can resend the receipt to confirm the [audio gap 0m8s] the problem with the order uh uh uh uh I am just sorry about that. But also, I totally understand. But uh the problem with the order number is that we cannot see that right here using the is there a number from Amazon we cannot generate the details for the info of that. uh rather we need uh the invoice. the official online invoice they do have it in Amazon. you can log into your Amazon just follow the instructions. also it's it's there. the uh the last technician.
20:00
Speaker 1
[KEEP_UNCERTAIN] |: Now, to sell your product, they're representing Lynx badly. [silence] [silence] Hey. [silence] All right, send me another email, like, where I can ship, see if I can get a hold of them and go from that. - Yeah, I bought it from you. - You swiped my card. You guys give them the product. Why can't you guys do that in order to take care of your customers? Yep.
24:00
Speaker 2
I'm not sure how to answer that, but I'll put out my documentation. That they can probably do something about this. But, and again, you so you. Right now we still need the copy of the invoice, the online invoice. But I don't understand your struggles. It's out. No, it's in your Amazon app.
25:00
Speaker 1
I've spent thousands of dollars with links in the past. Did you send me another email where I can do that too? [silence] And have them call me again. [silence] Okay. [silence] And I thank you for helping me.
28:00
Speaker 2
And we appreciate that being with links. This. Oh we really do. But um, yeah like I said. regarding that level to support will do that for you because again we cannot own this ticket anymore. They they can update the ticket for you. That's why I'm going to escalate it back to my buddy support. Hmm. I'll put it right here. Call call you back and you have the proper time or something but call back from level 2 usually take an hour three sometimes 344 hours depending on pending. Oh yeah, uh, I'll I'll put it right here. Very much will come. very much will come. We have other question. Is there anything you want to add to your ticket? [silence] Right. I hear you. I hear what you said. So, I'm going to document everything right here. Um see what we can do. Oh yeah. Thank you so much, Jimmy. And I hope you have a good good night. You take care. Bye. [silence]
28:00