V2 Rubric Detail — 8a0d9d40-70fe-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:29
Duration
9m 21s
Contact
Trung Nguyen
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided required troubleshooting, warranty verification, and model/serial collection, and escalated prematurely without fulfilling protocol obligations.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent promised a hardware replacement without performing any triage, warranty check, or model verification, violating RMA protocol. No technical diagnostics were conducted, and inaccurate information was provided. Despite claiming ownership, the agent deferred resolution to unverified management approval, leaving the customer with no concrete outcome — resulting in an unresolved case due to procedural failure.

V1 Case Analysis

Customer (Trung Nguyen) requests hardware replacement. Agent did not collect model, serial, or confirm warranty. Promised follow-up next week after management approval for replacement model. Incorrect support URL provided (support.ngys.com).

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never collected model number, serial number, or confirmed warranty status (critical protocol failure).
  • Provided an incorrect support URL (support.ngys.com) at [08:00], which is not listed in the KB and poses a security risk.
  • Misidentified the customer as 'John' at the end of the call [09:00], indicating poor attention to detail.
  • No troubleshooting steps were performed despite a hardware fault claim.
  • Only a vague promise of future follow-up was given; no immediate resolution or self-help path offered.
Positive Highlights
  • Expressed empathy and acknowledged customer's patience multiple times.
  • Set a clear expectation that a follow-up would occur early next week.
  • Advocated for the customer by escalating to higher management for exception approval.
Agent Errors / Gaps
  • Failed to gather essential product information (model, serial, warranty) – required for any RMA or replacement discussion per universal_support_contacts.md and universal_rma_replacement_protocol.md.
  • Provided an incorrect and unsafe support URL (support.ngys.com) instead of support.linksys.com – violates ACCURACY and poses a security risk (KB reference: universal_support_contacts.md).
  • Incorrectly addressed the customer as 'John' at the end of the call, despite correctly identifying him as Trung earlier.
  • Did not verify warranty status before discussing replacement options – violates protocol (KB reference: universal_rma_replacement_protocol.md).
  • Gave no concrete next steps beyond a vague promise of future contact – inefficient and poor closure handling.
  • Failed to create or cite a HappyFox case, leaving no audit trail for follow-up (KB reference: universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent promised a hardware replacement as the resolution path and committed to follow up, but did not confirm warranty, model, or execute the RMA; outcome was initiated but not completed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, LED check, firmware, reset) were performed or mentioned; agent skipped directly to replacement discussion.
R3 Not Met Correct resolution path conf 96%
Agent proposed hardware replacement without verifying warranty status, model/serial, or performing triage — violates RMA protocol; out-of-warranty devices require best-effort troubleshooting, not immediate escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked; agent did not identify symptoms, gather device details, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of warranty lookup tools, HappyFox case review, or remote diagnostics; agent relied solely on verbal escalation without validating eligibility.
T3 Not Met No misinformation conf 95%
Agent provided incorrect website 'support.ngys.com' (should be support.linksys.com) and inaccurately implied support is available on weekends despite KB stating closed on weekends.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectation of follow-up next week and attempted to maintain control, but conversation was repetitive and lacked clear structure or transitions.
C2 Met Confirmed understanding conf 91%
Agent used plain language, acknowledged customer’s patience, and avoided technical jargon; communication was accessible.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent claimed ownership by taking over the case and monitoring it, but deferred resolution to higher management without completing required L1 actions.
O2 Partially Met Proactive follow-through conf 87%
Agent committed to contact next week but gave no specific day/time; timeline was realistic but lacked precision.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation to higher management was premature — no L1 troubleshooting, warranty verification, or defect confirmation was done first.
E2 Not Met Escalation prep & handoff conf 93%
Agent did not specify who the escalation was to, what information was passed, or provide a clear timeline; customer was left uninformed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed appreciation for patience and acknowledged customer’s desire for resolution, but empathy felt procedural rather than personalized.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady tone and pace but did not adapt to customer’s urgency or emotional state beyond surface-level reassurance.
X3 Not Met Overall experience conf 92%
Agent failed to collect model/serial or perform triage, ensuring customer will have to repeat information in future interactions.
Call Transcript13 turns · 16 lines
Speaker 1
This is link systems technical support calling this call is recorded for quality assurance. Please hold as we connect you to a link systems specialist. Hello, this is Eric from link systems customer assurance team. May I speak with Trung Nguyen? Hello, Trung, thank you for patiently waiting. And I was able to discuss the case with the manager and he understood our case and what he wanted to do is, uh, could we ask for your extra patience because since it's already and weekend and we'll be able to get the feedback by uh, first thing next week. Would that be okay with you, Trung? Because the resolution that we can provide is a hardware replacement. But we don't know yet what what device that will be offered yet. Okay. We have here our technical support department. I have a supervisor and manager, but the ones that will be providing us the approval for the device is our hire management, not on the technical side anymore. So, Trung, we would like to ask for your extra patience and cooperation because I really suggested and recommended that you'll be provided the hardware replacement, but we we cannot specify yet which model, because that's the one that we need to ask to, uh, like approval from our hire management. Because, uh, if we just base it directly from the, uh, policy, if a device is already uh, uh, out of warranty in its hardware, then there will be no more replacement. But since I already understood your concern, that's the reason why that I need to have it, uh, leveraged so that, uh, you would be aware also, uh, that this kind of approval is coming from them. [silence]
00:00
Speaker 2
meal manager, but I still need to rate. OK,
01:00
Speaker 1
Yeah, what's important is the manager that I was able to speak, uh to speak with has understood, and we're gonna raise this concern, and we'll have a hardware replacement as their solution. But in the meantime, since it's in our level of the technical department, uh, we really need to have a leverage on the higher management that can provide us the approval. Okay. I'll make sure that I'll be able to monitor this case. Okay. So, since it's a weekend, uh, after this, So, Saturday and Sunday, we're closed. Starting Monday, I'll be, uh, making sure that I'll be able to check our case. But what's important in the meantime, I'll be triggering the information that this is uh our suggestion.
02:00
Speaker 2
So when can you be back in touch with me? [silence]
02:00
Speaker 1
to have your case resolved. Again, we don't have the actual model yet, but at least we're going to uh request for a hardware uh replacement as a solution. I'll take over your case. I'll take over your case from yes, I understand. And I really uh understand your extra patience and cooperation, which is the one that I really appreciated much. Okay. So uh Trung, I'll take over our case. Okay. And I'll be the one to monitor it uh starting next week. So uh Trung, as what I mentioned to you, we don't have the actual model yet.
03:00
Speaker 2
OK. As long as I can have assurance that I will be, that you or someone will be in touch with me next week. I can wait until next week, but please because I am, I am ready to have this issue resolved.
03:00
Speaker 1
okay, as what I mentioned to you that uh since we don't have the actual model because it's already reach end of life, a comparable will do, but if there's no comparable, I know pro rated is not really like your best option, okay? But if a hardware though it may not be uh the same level with your actual model, but at least we can provide uh hardware replacement just to set your expectations strong, okay? Okay. Okay. Okay. no worries.
04:00
Speaker 2
I understand. but I would like to note that I would like an equivalent model if it is approved. I do not want to step down in model in, in, um, in hardware. Uh, I expect equal or better hardware.
04:00
Speaker 1
I'll take note of that one, but at least I was able to provide you like information because I have devices here that I may be able to provide, okay, just in case that there's no comparable model, because just in case strong, that there's still no equal or more, okay, because the comparable model should be at the same specs or higher, not the lower specs, right? To understand your case. But just in case that there's really no device that we we can look for a comparable, then the last option will be a pro-rated refund. But that's what we discussed earlier. And if you take it from me, okay? And if I'll wear your shoes and a customer then I may be able to look in for a hardware instead, because if I'll get a pro-rated refund with a like the amount that I'm not able to buy another round in that price range. a model okay with a similar specs then if I'll be provided with another model though it's not that same specs but at least it's still more than the amount that I'll be getting okay like the the amount of that device and uh the functionality okay is still a mesh that can correlate with your existing mesh then at least that will be another option that you can properly check okay I'm not saying that that's the one that we need to go route but at least I'm going to make sure that we communicate properly strong to properly set your expectations okay actually I appreciate your understanding because uh if uh when I went directly to a manager I was really provided with the guidelines again okay but I know those guidelines that's the reason why I discuss thoroughly with the manager because I'm here leveraging
05:00
Speaker 2
[silence] I appreciate that, I do. Okay. Okay.
06:00
Speaker 1
okay, so, uh Chong, I believe, uh, based on our record I was also able to send you an email, okay? So, then I can, uh, shoot you an email the same way if I get the feedback next week, okay? [silence] Okay, so, uh, Chong, uh, would there be anything else, aside from my main concern? No worries and I understand your case, strong. That's the reason I'm here for you, okay? So, uh hey, my name again is Eric. You're level 2 technician and you can also visit our website, which is support.ngys.com. As agreed strong, I'll take over your case and I'll provide you, uh, updates starting next week, since we're closed on weekends. Okay. You're welcome.
08:00
Speaker 2
okay. That sounds good. I just would like to get this resolved and I appreciate you working with me here. Okay. All right. Thank you. [silence].
08:00
Speaker 1
Goodbye for now, John. Bye-bye.
09:00