V2 Rubric Detail — 8f82630c-6c2e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 22:31
Duration
15m 16s
Contact
Diego Andrade
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00114364
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Node Got Disconnected_WHW03
⚠ Auto-Zero applied: Avoidance/Evasion (B) – Agent provided factually incorrect information about product availability and failed to escalate a legitimate sales inquiry, effectively evading responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent incorrectly claimed Linksys no longer manufactures or sells routers, a materially false statement, and failed to escalate the wholesale sales request. No resolution path was offered, ownership was absent, and communication lacked empathy or adaptation. The interaction constituted evasion of a non-technical but valid customer inquiry, resulting in an unresolved outcome.

V1 Case Analysis

Customer requested wholesale purchase of Linksys routers; agent said Linksys does not sell directly and sent the customer to Amazon. Customer disputed and asked for a supervisor; no resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent gave false information that Linksys does not sell routers directly, which contradicts public sales channels.
  • Agent failed to offer a supervisor or proper sales escalation despite the customer's request.
  • No empathy or acknowledgment of the customer's frustration was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Inaccurate statement about Linksys product availability.
  • Did not provide a supervisor or appropriate sales escalation.
  • Repeated the same inaccurate message without attempting to verify or correct it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we're not selling routers' and offered no path to purchase, leaving the customer's core request unmet.
R2 Not Applicable Diagnostic thoroughness conf 95%
The customer's inquiry was a wholesale sales request, not a technical support issue requiring troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed Linksys stopped manufacturing and isn't selling routers, which is factually false and misdirected the customer.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 93%
No technical diagnosis was required; this was a sales channel inquiry.
T2 Not Applicable Appropriate tools / resources used conf 92%
No technical tools or resources were relevant to a wholesale sales question.
T3 Not Met No misinformation conf 98%
Agent claimed 'Linksys is no longer manufacturing' and 'not selling routers,' which is materially false—routers are sold via official channels.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, control the interaction, or transition to a resolution path; repeated inaccurate statements.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to adapt to customer's frustration or clarify misunderstanding; some accessibility met.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the sales inquiry and provided no assistance or handoff to appropriate team.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up were established for the customer's wholesale request.
O3 Not Applicable Closure confirmation conf 90%
This was a first-time contact with no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
A wholesale sales inquiry is outside standard support scope and warranted escalation to sales, which did not occur.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was executed, so critical details and customer notification were absent.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of frustration when customer challenged the accuracy of the information.
X2 Not Met Tone & rapport conf 93%
Agent maintained a rigid, scripted tone and did not adjust to customer's increasing frustration or skepticism.
X3 Not Met Overall experience conf 95%
Customer had to repeat their request and was given no actionable path, increasing effort unnecessarily.
Call Transcript11 turns · 12 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register/linksys.com. Please have your device serial number ready. For assistance, press one, now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one, now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
[silence] Hello. [silence] Yes, good afternoon. My name is Diego with Moda Holmes
01:00
Speaker 2
Press 8 please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. Thank you for calling the support system. I'm Mr. Gerald. [silence]
01:00
Speaker 1
sale group.
02:00
Speaker 2
Of all sale I count requests, I say, do you have a ticket number so I can check your record, yeah, I understand. But you're saying it, this is a follow up, right? So you must have a previous record. Okay, one second Give me at least. I mean three to five minutes. I'm just going to see what I can do here, okay? to address this. Thank you. I'll be right back.
02:00
Speaker 1
Yes. We're looking to purchase wholesale to resell.
09:00
Speaker 2
Alright, thank you so much for patiently waiting on the line. Um, just a quick question. Are you are you trying to resell or are you gonna use this one for business or purchase? purchase purchases. I understood. So regarding this one, I checked our documentation right here regarding this type of concern. unfortunately, as of as of right now, Linksys is no longer manufacturing we stopped manufacturing our product for for the meantime. So we cannot like give you the I mean give you give any routers at the moment. We're not selling routers at stop the moment.
09:00
Speaker 1
I understand what you just said. Can you just say that again. But don't want to buy from Amazon, I want to buy from you. Um, according to my research, that's not true. I do see other people. That's not, it's just not true what you're telling me. I'm, I'm literally research, I have access to sales data from.
10:00
Speaker 2
So what I'm saying is that we're not selling routers, that's up to the moment, so you cannot buy Linksys routers from our official store. You can go to Amazon instead. Uh, I don't understand that one. But as of right now, Linksys is not selling routers. That's up to the moment. And Amazon, yes, you can buy it in Amazon, but in our official store, we're not selling routers here.
10:00
Speaker 1
that I pay for. And it's telling me that you do sell to people like me. Oh. But what you're telling me is inaccurate though. Can I speak with your supervisor? Okay, all right. Okay. All right. He can't. He can't can't. [silence]
11:00
Speaker 2
If we're selling routers, that will be posted in our official website. That's Linksys.com. But if you go there, you may not, you cannot see router that's for sale. Sure. That's, that's fine. One second. Let me find one. [silence]
11:00