V2 Rubric Detail — 85f352f8-6416-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 15:18
Duration
7m 27s
Contact
John Maroto
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#PR00132654
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DEVICE WILL NOT RESET.
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall91.4% (+59.4)

V2 Grader Summary

The agent correctly diagnosed a hardware failure in the MX2000 node after verifying prior troubleshooting and initiated the RMA process. While technical accuracy, ownership, and next steps were handled well, the final resolution was not completed in the call, and empathy was not explicitly demonstrated. No escalation was needed as the agent was following up on a prior escalation.

V1 Case Analysis

Customer reports one MX2000 node stuck solid blue, not broadcasting SSID or providing IP. Agent declared hardware fault without full troubleshooting, requested photos, serial/MAC, and proof of purchase for replacement. Warranty status not verified despite purchase date (Nov 2023).

Troubleshooting Steps
  • Confirmed node stays solid blue after power cycle.
  • Verified node does not broadcast default SSID.
  • Confirmed wired connection to node yields no IP.
Key Observations
  • Agent declared hardware fault without exhausting standard troubleshooting steps (e.g., 5-press pairing, different outlet, parent node check, firmware verification).
  • No warranty status was verified despite purchase date (Nov 2023) strongly suggesting in-warranty coverage.
  • Solid blue LED was incorrectly interpreted as a fault state—per KB, solid blue on MX2000 indicates normal post-boot operation.
  • Agent did not clarify LED behavior, missing an opportunity to correct customer misunderstanding.
  • No clear timeline or commitment was provided for next steps or replacement.
  • Agent did not acknowledge customer inconvenience or express empathy.
Positive Highlights
  • Accurately identified product model (MX2000) and confirmed reported symptoms [ACCURACY: partial credit].
  • Collected purchase date and source (Amazon), supporting future warranty validation [PROTOCOL: partial credit].
  • Requested relevant documentation (photos, serial, MAC, proof of purchase) necessary for RMA processing [PROTOCOL: partial credit].
Agent Errors / Gaps
  • Misinterpreted solid blue LED on MX2000 as a fault state—KB clearly states solid blue indicates normal operation post-boot [ACCURACY: 1].
  • Skipped standard troubleshooting steps (5-press pairing, different outlet, parent node check) before declaring hardware fault [EFFICIENCY: 2, PROTOCOL: 1].
  • Failed to verify warranty status despite customer providing purchase date (Nov 2023) and source (Amazon), which should trigger automatic eligibility check [PROTOCOL: 1].
  • Did not confirm whether the problematic node was acting as parent or child, nor whether other nodes were online, missing critical topology context [ACCURACY: 1].
  • Provided no guidance on LED interpretation, leaving customer misinformed about device state [ACCURACY: 1].
  • Failed to set a concrete follow-up schedule or provide an estimated timeframe for next steps [COMMUNICATION: 2].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 97%
Agent correctly identified a hardware fault and initiated the RMA process by requesting documentation, but the resolution (RMA issuance and replacement) was not completed during the call.
R2 Met Diagnostic thoroughness conf 98%
Agent verified prior troubleshooting steps including multiple reboots, resets, wired connection test, and SSID broadcast — all relevant diagnostics for a hardware failure.
R3 Met Correct resolution path conf 97%
Agent selected the correct resolution path: after confirming hardware failure, proceeded with RMA process per Linksys policy, appropriate for in-warranty device.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent asked targeted questions about LED behavior, SSID broadcast, wired connectivity, and prior resets, logically concluding a hardware defect.
T2 Met Appropriate tools / resources used conf 95%
No additional tools (e.g., remote access, logs) were necessary; the hardware issue was evident from customer observations and prior tests.
T3 Met No misinformation conf 94%
All technical information provided (solid blue LED indicating failed boot, need for proof of purchase) aligns with Linksys KB documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent opened with clear identification, maintained control, confirmed understanding, and closed with next steps and a professional sign-off.
C2 Met Confirmed understanding conf 95%
Agent used plain, accessible language, avoided jargon, and confirmed customer responses before proceeding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to end, did not transfer, and committed to follow up via email.
O2 Met Proactive follow-through conf 96%
Agent clearly outlined next steps: send photos of the unit, serial number, MAC address, and proof of purchase; promised follow-up via email.
O3 Met Closure confirmation conf 96%
Agent referenced the prior escalation and confirmed previous troubleshooting steps, demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred during this interaction, and none was warranted — the agent was handling a previously escalated case.
E2 Not Applicable Escalation prep & handoff conf 100%
Since no escalation was performed in this call, there is no escalation execution to assess.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy for the ongoing issue.
X2 Met Tone & rapport conf 95%
Agent adapted to customer’s pace, responded to answers, and maintained engagement throughout the call.
X3 Met Overall experience conf 94%
Agent minimized customer effort by not re-asking known information and only requesting necessary documentation for RMA.
Call Transcript11 turns · 12 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi. Hi, this is Park from Linksys. Good morning. Can you hear me fine? All right. How are you? Sure. Good morning. Um, am I talking to Mr. John Maruta? All right. Hi, sir. I'm calling regarding with a ticket that was actually escalated to my department in order for us to further assist you. This is regarding with your Linksys router, uh, the model number the MX 2000. So this ticket was actually escalated yesterday, um, due to the reason that out of your six nodes, um, one Linksys router is not rebooting. Is that correct? All right. So I just want to verify all the troubleshooting steps that we have helped you with before escalating this matter. So you have tried rebooting the router about three times already, right? Yes, ma'am. That is correct. Out of your six nodes, the one that is not booting consistently is what number?
00:00
Speaker 2
Hello? Hello? Hello? [silence] Uh, yes. Yes. [silence] Uh, yes.
00:00
Speaker 1
steps have gone so far with a previous technician. You tried to reset this one multiple times, however it's not responding, it stays on a solid blue light, is that correct? Yeah. Okay. Got it, so thank you so much for that. And also, um, this node is not broadcasting its default SSID. And also, uh, you already tried to connect a computer wired directly to this specific node, however it did not work. Is that correct? Yes, that is correct. Um,
01:00
Speaker 2
Yes, so what happens is, uh, you know, when you, when you unplug, when you unplug the power adapter, the power adapter, uh, once you unplug power, um, once you plug it back in, it's supposed to blink, right, it's supposed to go either red or like, uh, lighter blue. But this one is just a solid blue like light so regardless, it doesn't even, yeah, it doesn't even change. It doesn't even blink.
02:00
Speaker 1
Okay, it won't it won't provide any connection or valid IP Address on your computer. Um, you also tried to use the working adapter of the working of one of the working node, but still the same. Uh, the node stays on solid blue light. Right? Okay, got it. Um, so provided all the troubleshooting steps have been done, so for sure, so it seems that this particular node is really having a hardware issue. Um, so we can proceed on deeming this device um defective. So in order for us to proceed with the next steps, sir, um may I ask Um, when did you purchase uh this router? [silence] November of 2023. Okay. Um, all right. Uh. Just give me a sec.
03:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I it was in November of 2023. I bought it from Amazon.
03:00
Speaker 1
All right. So, in order for us to proceed with the next step on this one, sir, uh, I'll be sending you an email, um, and then I'll ask for a couple of documentation, um, such as the photo of the unit, showing a solid blue light, together with a photo of the serial number showing at the bottom together with its MAC address, and also the power adapter. Aside of that information, sir, do you still have the proof of purchase on this one? Hmm?
04:00
Speaker 2
[DOWNWEIGHT] Um, could I well, the thing is since I've bought it from Amazon, I could actually I there's a could I I mean a screenshot of the invoice, okay? It's a print out of the that's a print out of the invoice. Since I've bought it from Amazon, um, it's still in my account. Could I just print out the invoice for
04:00
Speaker 1
We calculated and we were going on give you a calculated amount to once we already have the perfect purchase on our system. Okay. All right. Yeah, sure. Yeah, sure. That's definitely fine and that's definitely okay. Once you're available, just send over those documentation and then once I receive it or once I get back able to see your email, then I'll proceed with the next step and we'll give you an update regarding on how much is the calculated amount. Okay. All right. Thank you so much, sir John for answering this call. I'll send you an
06:00
Speaker 2
Okay. The thing is, I can't send that. I'm currently at the work right now, but I can't send it. I mean, yeah, I was working for a while yesterday. I can't send it now. Can I send it later? Okay. Okay.
06:00
Speaker 1
Um email after this our conversation. So again, sir, thank you. This is Mark from Len system. Have a good one. Take care and goodbye. bye.
07:00