V2 Rubric Detail — 8f5a6926-6385-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:01
Duration
52m 24s
Contact
Charles Nobles
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paulo Real
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall96.2% (+24.2)

V2 Grader Summary

The agent correctly diagnosed a hardware defect in the customer's node through logical troubleshooting, verified it with a requested video, and arranged a refurbished replacement. All key indicators were met, including resolution, technical accuracy, ownership, and customer experience, resulting in a successful outcome.

V1 Case Analysis

Node not powering on; video requested for verification; eligibility approved for refurbished replacement; shipping address confirmed; case forwarded to CS team.

Troubleshooting Steps
  • Asked customer to try a different power adapter on the node.
  • Requested a short video showing the node plugged into a wall outlet.
  • Verified that the node still showed no activity after adapter swap.
Key Observations
  • Agent never asked for or recorded the specific model or serial number of the faulty node (protocol gap).
  • Warranty status was never explicitly confirmed; agent proceeded based on internal eligibility, implying out-of-warranty status.
  • Call included multiple long hold periods (e.g., [23:00], [42:00]) without explanation or time estimate, reducing efficiency.
  • Agent repeated confirmation of email and address unnecessarily, contributing to inefficiency.
  • Technical advice was accurate and aligned with KB guidance for hardware fault verification and replacement eligibility.
Positive Highlights
  • Agent remained polite and patient throughout the call, maintaining professionalism.
  • Successfully arranged a replacement for the defective hardware after verifying symptoms.
  • Confirmed the customer's shipping address and set clear next-step expectations (24-48 hour follow-up).
  • Correctly identified the issue as a hardware fault after logical troubleshooting (adapter swap test).
  • Requested a video to validate the hardware failure — a valid and safe verification step per KB guidance.
Agent Errors / Gaps
  • Missing collection of product model and serial number (protocol gap) — required for hardware fault handling and RMA processing.
  • No explicit warranty verification or discussion before approving replacement, though transcript implies out-of-warranty status.
  • Excessive hold times without explanation: held at [23:00] for ~4 minutes and again at [42:00] for ~7 minutes with no time estimate provided.
  • Repeated confirmation of customer email and address mid-call without clear purpose, increasing call duration.
  • Failed to confirm whether the video was successfully received before proceeding — customer sent video at [40:00], agent only confirmed at [41:00] after customer follow-up.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Agent confirmed the node was defective, verified eligibility, and approved a replacement with clear next steps for shipping.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through power adapter swaps and requested a video to confirm hardware failure, advancing diagnosis.
R3 Met Correct resolution path conf 95%
Agent correctly identified a hardware fault and pursued replacement (refurbished unit) despite discontinuation, not dismissing due to OOW status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (no power light), asked about adapter testing, and logically concluded node hardware failure.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used video verification and internal system checks to confirm defect and replacement eligibility.
T3 Met No misinformation conf 95%
All technical statements — hardware defect, discontinued model, refurbished replacement — are accurate and consistent with policy.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations for holds, email follow-up, and next steps; maintained control throughout the call.
C2 Partially Met Confirmed understanding conf 75%
Agent used unclear phrasing like 'APA' and 'test report' without defining terms, causing minor confusion.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, reviewed prior notes, and arranged resolution without unnecessary transfer.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps: reply with video, expect contact within 24–48 hours, and replacement process details.
O3 Met Closure confirmation conf 95%
Agent referenced prior contact, confirmed customer identity and email, and did not re-ask known information.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to customer service team for replacement was justified due to confirmed hardware defect beyond L1 repair.
E2 Met Escalation prep & handoff conf 95%
Agent communicated correct escalation path, provided full details (device, address, refurb status), and informed customer of process.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation, apologized for delays, and maintained a polite, solution-focused tone.
X2 Met Tone & rapport conf 85%
Agent adapted pace to customer, responded promptly, and kept engagement despite technical verification steps.
X3 Met Overall experience conf 90%
Agent minimized repetition, used existing data, and only requested necessary video to avoid unnecessary delays.
Call Transcript32 turns · 52 lines
Speaker 2
[x%from:]
00:00
Speaker 1
Hello everyone. We know I will show you how to set up the Dynasis grill. Before starting if this video helps, please support me. I donate half of all donations to show Chris. You can find more details in the description below. First thing that you need to do. To turn on your first, take the power adapter, plug one end of the plug, the other into the rounding. When the router is turned on, a power indicator. It may take a few minutes for it to completely turn on. Next, plug the cable from your internet service provider or from your modem into a special internet port. This port is usually labeled, usually it says just the pupl. Each cable should be inserted as it shows on the screen. How to restore the router to its default settings. Hit down, reset button. the initial menu screen, in this case, the window is disabled to be prevented. However, the break will restart and the buildings will go back to their condition and the file where one knows the the data table providing into one of the file is complete. The other one is computer basically removing some files. Wait a few minutes. Completion. Right has changed the router computer. Wait, the router has been connected to the computer. Want to know or Print message. We won't attach the printer. Want to know how to start the router Help center change to wireless settings router configuration the wireless setup the router. First, let me show you another way to connect to a router if you do not have an internet service. Connect the routers and the cables and the cable to the internet. router to the panel. the Wi-Fi. If your router is new and who this in your city, your Wi-Fi network will be back to that. That was the new, a new, a new, a new, a new, a new, a new, a new, a new, a new, a new, super and connect it to the house. Now, let's get it set up. First, open the web browser and visit the URL we see on the screen. Use the URL bar instead of the search bar. At the beginning, you will see a form with the login user. Initially, it is If these credentials are wrong then find label on them. Credentials are often printed on the bottom of the device. If none of the sports, it means that your router has already been configured someone has changed the login and password. If you can't find out the login credentials, simply reset the router to its factory settings. and then log in into the router's personal cabinet using these further instructions. From the first page, click here. Next, check the box here and click the continue button. And click okay. If your router is setting up ready for these do not look like mines to be easy thing to gather with a specific thing. I need a video for every firmware that you can find all the links in the description under each video. Be warned, you run away there will be new firmware versions, they may look different for you, but don't worry, you will be saved for you, just watch the video and follow the instructions. So when you set up the language section, you can select the preferred interface then. To save the inspection, select the Ethernet connection type. Usually, it is specified in your contract as the broadband provider. If you're not sure what your connection type is for it, it's the most common option. In the DHCP server settings section, make sure this option is enabled. For the time settings section, you can change your time zones. And I'll save the settings. Go to the wider thumb. Select the manning version. Here, in your. We feel, you can change the name in the L fine. Save the setting. We're connected to the router by Wi-Fi using the network that we just changed. Next, go to the wireless security tab. this page, choose your security mode. Here in the password field, you can set or change the password for your and, end of selection. Connected to the router via Wi-Fi. Reconnect to the network that you just changed the game. Go to the setup tab and reboot the router. Let me check if the internet is working. Let's try goaling something. If your computer still doesn't work try cloning your memories. Just go to setup. Open the Network section. What do you need? You should disconnect my PC. Red button. Hey, the studying. You need to reboot the references. This is the internet is working. He's he's. His daughter, he's you. Her. Yeah. The service provider. He even talent has to be the one in what other sense. If my video was useful, please support my work by getting me a cup of coffee or donations to show this. You can find more. All right, come back here. Let's just What you got? She did. I went to go get in the water. The water. No, no, go. Ohwe did. Oh, I don't know. It was on of those and was [silence] [music] don't know. It's here. [silence] I'm not [silence] let's go on bad mood. [silence] One more. [silence] I'm That way I won't hurt the world. Yeah, I'm gonna do... I'm gonna do my Sanity thing. Thank you. Yeah. Okay. Okay. I'm gonna do this. Okay. Uh-huh. Yes, I was calling because I guess I missed an escalation call the other day or because I have a Ryder Edison's Ryder that that that that doesn't work. It doesn't turn on and they escalated it. Um and uh and I missed the phone call, I guess, uh, you know, but it looked like I saw what it was. Okay,
02:00
Speaker 2
Hello, thank you for calling Linksys customer assurance team. How may I help you today? [silence] Okay.
22:00
Speaker 1
You guys have called me back? Yep. Yes, you are. That is correct, yes. Right. It won't turn on at all, yes. Yes. Yes.
23:00
Speaker 2
Okay. Okay. Yeah. Just want to confirm sir, I'm yeah, I was able to pull up a record associated to your phone number. So can you confirm sir if this information are correct? Am I talking to Charles? Charles Nobles? Oh, okay. Okay. And can you also confirm sir if this is your correct email address. that's that's C N [REDACTED_PAYMENT_DIGITS] At AOL.com? Is that the right one? Okay. Let me just write this down sir. So this is to regarding of one of your notes, sir right? That's I mean it's not turning on. Hold on. Oh, okay. And just want to confirm, sir you have a total of five notes? Right? Including the payment of course. Okay. Yeah. May I please this call on hold, sir? Just give me just give me two to three minutes. I just have to review your [silence]
23:00
Speaker 1
Okay. No problem. Okay. too We'll Yep. [silence]
24:00
Speaker 2
your previous record in our system, okay? Just stay in the line, sir. I'll be right back. Thank you.
24:00
Speaker 1
yes, the power adapter, okay, what you need the input.
27:00
Speaker 2
[silence]
27:00
Speaker 1
100 to 240 V 50 to 60 Hz 1.0 amp output is 12 volts 2.5 amp. Yep, I plugged it into a power outlet and I also plugged a modem into another another power outlet one one one of my nodes that's working and it still didn't light up. So um, um, um um, um, um, um, um, um, um, um I already did that. Already did that, yep. Yep, I already did that just to see if it and it didn't light up and I use this I used this power adapter on another node and it didn't light up either. [silence]
28:00
Speaker 2
About the output. 15 amps. Okay. Okay. So this seems to be the the right one. I just want to confirm so you already have you already tried to plug in this or the power adapter of this node directly to a power outlet. Okay. Yeah. right now. um um yeah that's just this one and lastly uh is it okay we deserve we try to use the power adapter of one of your notes. Yeah. Well, let's try to use it for this node. I already did already did swap swap the power adapter.
28:00
Speaker 1
It still didn't light up on one of my good knows and it didn't light up. So I unplugged it and plugged my older adapter back into it and I plugged that that child know into one of the good adapters and it still didn't light up. It didn't do nothing. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Yeah, I think — yeah. Yeah, I think I called you guys several times about this same know. This is the one know that's been giving me issues. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I got the new one right here. It makes the light but it didn't do nothing about. The box with it don't open? Let me know if you're here. Wait for me one second. [silence] You can try this.
29:00
Speaker 2
Okay, so this one to confirms are both are defective the power adapter and the node itself. because when you try the power adapter from other node, yeah, the node doesn't turn on and when you also try to use the power adapter of that node to the working notes that doesn't turn on either. I see, yes, if that's okay then obviously, yeah, so obviously, it's more on a hardware issue of this node, if that is the case. And how about this one? is it okay with you that you can send us like the test report?
29:00
Speaker 1
Using the power. What's that? Okay. All right. All right. Okay. It is closed in a. It's put in in. Okay. All right. All right.
30:00
Speaker 2
provide us a video with you plugging in the node to the power outlet using that, uh, what you call this, using that power adapter. Like just a short clip. Is that okay with you? Yes, like just plug in that node, sir directly to a power outlet. Yeah, like a short clip with you plugging in the node, okay? So I will send you an email, so, okay? Then just plug in that node, sir to the power outlet. Then, yes, short clip, so, yeah, provide us a short clip. So I will send you an email, so, so please reply to that email and attach the short clip of you plugging in the node to the power outlet. Maybe just a 10 second clip. Okay. Yeah, then please take a what is called a shortcut or a video with you plugging in directly to the outlet. Yeah, so I did
30:00
Speaker 1
Okay. Okay. Okay. Okay. No problem.
31:00
Speaker 2
Okay, I'm still I. Okay sir, please double check if you receive
32:00
Speaker 1
I'm in my email waiting. Okay. Technical installation. Yes, I received it. Yes. So I want to click on it. Okay. Okay. Okay. Okay. Okay. [silence]
34:00
Speaker 2
Oh yeah I already sent it sorry. Try to refresh it. I just sent it just now. Yeah were you able to receive it sir? Oh okay. Yeah kindly reply to that email sir. Yes. Yeah just click and reply to that email attach the required information.
34:00
Speaker 1
all right okay so I complain sound a pretty well I gotta get you the pictures now I make this so that I so so so so so so
35:00
Speaker 2
Okay, so let me know so if you reply to the email OK.
35:00
Speaker 1
Click connect. Okay, load require more. I just took a picture but I don't see it. Let me take it again. Let me take it again. [silence]
36:00
Speaker 2
yes, yes, yes [silence]
36:00
Speaker 1
Yeah, I wanna see the photo. Oh, yeah. Okay. Uh ... ... ... I said something, I don't know if you're getting it though. My recording video is is was not it's not available while on a call. I just took a picture of it, so. when an iPhone 17
37:00
Speaker 2
Hold on. Sir. Let me double check. Yeah. It might take time since it's a you attached a what you call this a video? Now, let me just refresh this. Yeah. Okay. Yeah. Silence
39:00
Speaker 1
What's that? Okay. And attached. Yeah, it's sent. Okay, send that message. Yeah. I've just sent it again.
40:00
Speaker 2
yeah i haven't received it here yet sir but sir is it already yeah i haven't received received yet the email can you double check it sir if it's already on your sent items yeah can you double check yeah if it successfully sent then it should be there yeah it's already on your sent items uh huh yeah already sent me double check me check i have have you see if yeah Yeah, I think it's here, now. Okay, I think it's here. I just takes time. Mm- okay, it's a big picture. Yeah, okay. And I'll get to purchase, the APA. Okay. Okay. [KEEP_UNCERTAIN] Mr. Alcan. Mm, May I please this call and hold again sir, let me just give me uh. Can you just give me. Oh by the uh I said did you purchase this unit as a brand new unit. Mm. Okay. Yeah, may I please. Mm. Yes, there's uh, actually eBay. Best Buy. Okay, so. Yeah, yeah. Yeah, let me please this call and hold, just like gave me uh two to three minutes, I just have to verify the receipt okay. Hmm. That one that you, yeah showed to me. I'll be right back. Sir. Okay, just stand by. Faith, bye man. Buying. And you're such a seller... seller, place and spy. You're my product. Great. Oh, man. Bye. Value number. Useless serial number. Hello. Okay so, thank you very much again for patiently waiting.
40:00
Speaker 1
That's awesome. Well, that's fun. Oh, yeah, that's fine. long as it works, I don't care. long as it works, man. Yeah, I know. Right. Right. Uh 50. 5 8 1 2. Yes, that's correct. Yes. Yeah. Three, one.
50:00
Speaker 2
okay so yeah I was able to verify this one to the team search and yeah your device is actually approved for replacement and by the way so let me inform you sir that the replacement for this unit sir is not a brand new unit so it is just like a refurbish device but it's certified uh but it's a certified working device is that okay yeah because we don't oh okay yeah because we don't manufacture this device anymore it's already discontinued so what we can offer is just like a refurbish device okay okay good and just want to confirm sir is this your correct email I mean uh mailing address sir the one that is indicated under on the shipping address yeah 5812 Camino CT Columbus Georgia 31907 7320 this is the correct one.
50:00
Speaker 1
[REDACTED_PAYMENT_DIGITS], dash [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], oh, [REDACTED_PAYMENT_DIGITS] Yeah, that's the zip code. Yeah. [REDACTED_PAYMENT_DIGITS], right. [REDACTED_PAYMENT_DIGITS], yeah. Uh-huh. Okay. Okay. I will. I will. Thank you so much. Okay. Okay. Thank you so much. Okay.
51:00
Speaker 2
Oh, oh, but is is it 31907? Okay. All right. So, yeah. So, for the replacement processor, what I'm going to do is we will forward this case to our customer service team, okay? Then they will be the one to contact you via phone or email. So just check you also, so just check your email from time to time because they might send you as well the instruction via email. Okay? So, hold on. Sorry, let me just double check. Yeah, you're welcome. Sorry, but let me just double check. So if if if I have all the information I need in this, yeah, for this ticket to process the replacement. Yeah, I think it's all with the, yeah, everything is is in place. Okay? So, yeah, again, sorry, just check your email, okay? Within 24 to 48 hours, yeah, we're the instruction. Oh, okay. So.
51:00
Speaker 1
No, that's all I have. That's all I have. Thank you so much. All right, you too, thank you now, bye bye. [silence]
52:00