V2 Rubric Detail — 8d9823f4-75a4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 23:28
Duration
6m 10s
Contact
DAVID KINGSBURI
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00135544
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_2.4GHz stopped broadcasting

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall31.9% (+9.9)

V2 Grader Summary

The agent failed to diagnose, troubleshoot, or resolve the issue, instead deferring to a future callback without meaningful progress. While the agent provided a materially incorrect URL (support.dinxsys.com), Assessment 3 confirms this is a technical accuracy failure (T3) rather than a fraud/compliance trigger warranting auto-zero. The call demonstrated basic ownership and courtesy but lacked technical validity and call control.

V1 Case Analysis

Customer (David Kingsbury) reported an issue with an unknown Linksys device. Agent failed to collect model number, provided incorrect support URL (support.dinxsys.com), performed no troubleshooting, and scheduled a callback for tomorrow at 3 pm CST without any diagnostic steps. No warranty or escalation path discussed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeatedly failed to establish a stable connection, leading to looping greetings and wasted time ([00:00]–[01:00]).
  • No device model was collected despite multiple opportunities; only a serial number was confirmed.
  • Incorrect support URL provided: 'support.dinxsys.com' at [05:00] instead of the correct 'support.linksys.com'. This is a serious accuracy failure per the KB.
  • No troubleshooting steps were performed, and no self-help resources were shared despite the customer being available.
  • No warranty status or support eligibility was discussed, and no escalation path was provided.
Positive Highlights
  • Agent acknowledged the difficulty and expressed appreciation for the customer's patience at [05:00].
  • Agent set a specific callback time (3:00 pm CST), providing some structure to the follow-up.
Agent Errors / Gaps
  • Repeatedly failed to establish a stable connection, leading to excessive hold time and looping greetings ([00:00]–[01:00]).
  • Failed to collect the product model number, a critical step for hardware support.
  • Provided an incorrect and non-functional support website (support.dinxsys.com), which is a clear contradiction of the KB and a serious accuracy failure.
  • Did not perform any troubleshooting steps despite the customer being on the line and available.
  • Did not verify warranty status or discuss support eligibility, which is a protocol failure for hardware issues.
  • Did not provide any self-help resources, KB articles, or interim guidance to the customer.
  • Inefficient call handling with excessive silence, repetition, and no actionable progress.
  • Left the customer with no concrete path forward, only a vague callback promise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue, only promised future testing and callback.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps or diagnostic questions were asked; call focused solely on scheduling a future test.
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status, hardware fault, or appropriate path; simply deferred to future device testing.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptom identification or logical diagnostic questions were presented.
T2 Not Met Appropriate tools / resources used conf 90%
No tools, logs, or remote session used despite having serial number and need to investigate.
T3 Not Met No misinformation conf 100%
Agent provided incorrect website 'support.dinxsys.com' instead of 'support.linksys.com'.
Communication
C1 Not Met Clear & professional language conf 90%
Agent repeatedly restarted the same introduction, never framed interaction or guided toward resolution.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and maintained politeness but failed to adapt to customer's implied confusion about tandem routers.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by committing to test the device and personally call back, avoiding transfer.
O2 Met Proactive follow-through conf 90%
Clear next step and timeline: callback tomorrow at 3:00 p.m. Central Time.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent thanked customer for extra patience and expressed appreciation.
X2 Met Tone & rapport conf 80%
Agent maintained a polite, consistent tone throughout the call.
X3 Met Overall experience conf 80%
Agent did not force customer to repeat information or perform unnecessary steps.
Call Transcript12 turns · 12 lines
Speaker 1
This is linksys Technical Support Calling. This call is recorded for quality assurance purposes. Please hold as we connect you to a linksys specialist. Hello. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? [silence] Hello. This is Eric from linksys, customer assurance team. [silence] Hello. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? Hello. Hello. David. Thank you for answering my call. And [silence] can you hear me okay on the line? Okay. By the way, this call is recorded for quality assurance purposes. Uh, by the way, David. Uh, I just want to provide you update that, uh, I asked the assistance from our lab, uh, admin and, uh, they can provide me the exact model. Okay, but, uh, I might not be able to get it right now. So I just need to set your expectations for you. [silence] Hi. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? [silence] Hello. This is Eric from linksys, customer assurance team. [silence] Hello. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? [silence] Hello. [silence] Hello, this is Eric from linksys, customer assurance team. May I speak with David Kingsbury? Hello. [silence] Hello. David. Thank you for answering my call. Can you hear me okay on the line? Okay. By the way, this call is recorded for quality assurance purposes. Uh, by the way, David, uh, I just want to provide you update that, uh, I asked the assistance from our lab, uh, admin and, uh, they can provide me the exact model. Okay, but, uh, I might not be able to get it right now. So I just need to set your expectations for you. [silence] Hi. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? [silence] Hello. This is Eric from linksys, customer assurance team. [silence] Hello. This is Eric from linksys, customer assurance team. May I speak with David Kingsbury? [silence] Hello. Hello. Hello. It's just not one.
00:00
Speaker 2
Thanks. Please stay on the line. Yeah, this is this is Dave. Hi Eric. Yeah, I can. [silence]
00:00
Speaker 1
Patients, okay, so what I will need to do once I get that device, I'll do the testing, and I'll then provide the update. So, if I do update with you, what time will be convenient for you tomorrow? Yeah, I was able to ask the systems, then they're going to prepare it for me. And I don't have the actual device yet. I apologize for that David. Okay. So Okay.
01:00
Speaker 2
um, yeah. Well, um, Tomorrow, um, well, well, um, I guess we'll have to look, uh, but why can't we do this now? You can't find the model? Okay. All right. Yeah. Um, let's see, I guess I'm pretty open, what time are you suggesting?
01:00
Speaker 1
Uh, is... is 3 p.m. your time tomorrow okay with you or 3:30 p.m. your time? Okay, thank you. So I'll call you in that time frame, okay? So, please, I'll have more time to wait for the actual device and do the testing and I might need to do some other firmware that I can load as well, okay? So that's for us to try as well. So, David, I really appreciate your extra patience and cooperation with me. That's what I mentioned to you, okay? I will not just stop, okay, by just seeing that it's a hard issue. I'll need to make sure that I'll do a proper testing on the actual device first and I might be able to resolve the issue. Okay. What's the model? Is it similar model or different model?
02:00
Speaker 2
That works for you. Yeah, that can work. Okay. Okay. Uh, yeah. Yeah. Okay. I have I have a question for you. I've noticed I've got another router set up in my house. Will they, will they work in, will they work in tandem?
02:00
Speaker 1
do you have like a particular model here? It's 'cause it should start like a letter and a number combination. Okay. That might be the SSID.
03:00
Speaker 2
It's an older version, I, I believe. [pause]
03:00
Speaker 1
[silence] r5 zero as well. Good. I have the serial number because uh they have a different serial number okay? um [silence] correct me if I'll I'm wrong. So that's Is it 380 10M33B for Bravo 00775?
04:00
Speaker 2
Yeah, I guess they're both the same. Uh, yeah, it's 38010 M three, three B 00775. Well, maybe it is. Yeah, I think so. Yeah. I think it is. Yes. Yeah, that looks like it.
04:00
Speaker 1
It's, uh, no data on my system here. Uh. That's okay. What's important here, uh, once I have that, uh, actual device, uh, David, so we can properly do the isolation, okay? And hope that we'll be able to, uh, move forward, okay? So, uh, it's a date tomorrow, okay? So, do that. I can properly do some testing, okay? So, David, thank you so much for your extra patience with me. So, let me do the testing and I'll do call back to you tomorrow and that, uh, timeframe, uh, 3:00 p.m. central time, okay? Okay. So, my name again is Eric, your level techician, and our website is support.dinxsys.com. Uh, have a great day today, David, and wait for my contact tomorrow. Okay. You're welcome. Bye-bye.
05:00
Speaker 2
Yeah. yeah okay. al right. okay Eric sounds good. okay sounds good. see you tomorrow. thank you. bye.
05:00