V2 Rubric Detail — 7efd9766-5f42-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 11:51
Duration
6m 1s
Contact
Arthur Rehak
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#TE00132002
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Arthur Rehak (rehak@ukmp.de)
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall34.3% (-15.7)

V2 Grader Summary

The agent failed to perform adequate troubleshooting or initiate a proper warranty replacement for a clearly defective in-warranty switch. While communication was polite and ownership was maintained, the lack of technical process, incorrect Amazon referral, and added customer effort resulted in no meaningful resolution.

V1 Case Analysis

Customer reports Linksys switch not powering on. Agent asked about outlet, requested proof of purchase and video, and advised contacting Amazon for a return; no model/serial collected and no warranty check performed.

Troubleshooting Steps
  • Confirmed power cable is plugged in
  • Asked if a different outlet was tried
  • Requested proof of purchase and a video of the non‑functioning unit
Key Observations
  • Agent never asked for or recorded the switch model or serial number.
  • Warranty status was never verified despite the device appearing defective.
  • The agent provided only a vague next‑step (email request) without a concrete timeline.
  • Customer expressed frustration; agent showed limited empathy.
  • Agent mispronounced the company name ('Linksire') and gave a non‑standard handling path.
Positive Highlights
  • Polite greeting and acknowledgment of the issue.
  • Confirmed purchase date and receipt were already on file.
Agent Errors / Gaps
  • Did not collect product model or serial number.
  • Did not verify warranty eligibility or perform standard hardware‑fault checks.
  • Provided only a vague email request instead of a definitive RMA or replacement process.
  • Failed to follow the universal_hardware_fault troubleshooting flow.
  • Limited empathy and unclear communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm a replacement; only requested documentation and said they would seek approval without guarantee.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped basic hardware diagnostics (e.g., checking power adapter, trying a different cable, power cycling) and jumped to hardware failure conclusion.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly directed customer to Amazon despite customer stating Amazon refused support; failed to initiate warranty/RMA process for a clearly defective in-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No structured diagnostic process; only asked about outlet change, did not verify symptoms like LED status or power adapter condition.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use KB resources (e.g., universal_hardware_fault.md) or internal warranty lookup tools that could confirm eligibility and guide troubleshooting.
T3 Met No misinformation conf 97%
All provided information (defective unit, need for proof, Amazon return policy) was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves and maintained basic control but failed to set expectations or manage the timeline clearly.
C2 Met Confirmed understanding conf 95%
Used simple language, avoided jargon, and confirmed understanding through repetition; adapted to customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent retained ownership, did not transfer, and committed to follow up after internal approval.
O2 Partially Met Proactive follow-through conf 90%
Promised to email and follow up but did not specify when or what the approval process entails.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Failed to escalate to warranty/RMA team despite confirmed hardware failure and expired third-party return window.
E2 Not Met Escalation prep & handoff conf 91%
No escalation was executed, and customer was not informed of any escalation path, team, or expected resolution time.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Used polite phrases but did not acknowledge customer’s frustration over wasted time or express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 88%
Maintained professional tone but did not adjust pace or emotional engagement to match customer’s visible frustration and urgency.
X3 Not Met Overall experience conf 94%
Added unnecessary burden by requiring video proof and email submission instead of initiating a direct RMA for an in-warranty hardware failure.
Call Transcript10 turns · 11 lines
Speaker 1
Hi. Good afternoon. This is Clark from Linksire. This call is being recoded for quality assurance purposes. Am I talking to Mr. Arthur? Hi. Good afternoon, sir. I'm calling regarding with a ticket. It was actually escalated to our department in order for us to further assist you. This is regarding with your links to switch. It was documented here that the switch is not turning on. Is that correct? It's not powering on. Is that right? All right. And then may I know, sir, what are the steps have you done so far in order for me to document that one on my end? I see. All right.
00:00
Speaker 2
Hello. Hi. Yes? Yes, it's me on the phone, yes, hello. Yes, that's correct, yes. I plugged in the cable and nothing happened. What should I do? I mean, it doesn't work anyway, so.
00:00
Speaker 1
Sir. So, I believe you also tried to connective the, which to a different outlet, with the still the same. Alright, got it. Thank you so much for this one, sir. So upon checking here, sir, on the transcript, uh, I mean, you already, you also provided a proof of purchase and you purchased this one on, um, 11th, 2026. Is that correct? Okay. And you purchased this one from Amazon, right? or got it thank you so much for that so based on the information and all the troubleshooting steps that you have done so far it seems like this device is really having like a hardware issue so we can really that the device is defective however in order for us to proceed with the next step especially on processing a replacement since you purchased this one from Amazon last May 11 of 2026 I believe Amazon this device is still in return it's still within the return policy of Amazon so I would like to or the recommendation that I can give to you is you need to contact Amazon regarding on this one so that they will be the one to
01:00
Speaker 2
chance to send it back to Amazon because I've only two weeks and this time is left and now I have a broken device or not working device. And yes it's a bad situation.
02:00
Speaker 1
Proceed. Okay, got it. Thank you so much for that. Uh just give me a moment then, okay? All right. All right, so for these, once they're ready then... Uh go ahead. Yeah, that's actually right.
03:00
Speaker 2
I already, sorry, sorry, sorry, sorry. I already tried to contact Amazon and they don't fix this. They said, please contact lynch directly. We don't do this. Thank you. Normally I have... Normally I have 30 days time to fix such things with Amazon but in this case it's not possible. I don't know why so...
03:00
Speaker 1
Is it, um, is it, do they have that information on the, the order details that you have, Sir, that they have only like 14-day return policy? Okay. Alright. Um, do you have that information? Could you please send that one, um, over to us and also, um, since you already provided the receipt, then in just to add a documentation on this kind of issue that you're currently having right now, um, I would like to ask for a sort, uh, clip video on the switch that it's currently plugged in and it's not providing any power at all. Um,
04:00
Speaker 2
i tried already that Amazon said you have only 14 days and we can't do anything for you though sorry I don't understand it. Yes. Yes, yes, yes, yes, yes, exactly.
04:00
Speaker 1
Would that be okay? I'll send you an email. Sorry. All right. Yeah, sure. I'll send you over an email. All right. thank you so much and after we'll get those documentation. Then I'll seek an approval for this one and then we'll get back, uh, get back to you then after. Okay? All right. Have a good one. Take care and goodbye.
05:00
Speaker 2
Oh, yes, this is so complicated. I'm trying to fix this. since one hour. It's ridiculous. Sorry, yes. I can do this video. And yes, I can send you a screenshot. But please send me some reference from mail. So I can do this. Yes. But I'm not happy with this. It's ridiculous, sorry. Yes. Yes. Yes. Yes. Thank you. Bye, bye.
05:00