V2 Rubric Detail — 94203f28-6b62-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:10
Duration
18m 33s
Contact
Elliott Marchand
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133984
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent connection
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting and dismissed the customer solely based on warranty status, despite the rubric requiring best-effort support for out-of-warranty devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent incorrectly claimed no support is available for out-of-warranty devices and failed to perform any troubleshooting or offer a path forward for a hardware issue. Despite correctly using the warranty lookup tool, the agent demonstrated avoidance, lack of ownership, and technical inaccuracy, resulting in an unresolved case and a critical compliance failure.

V1 Case Analysis

Customer (Eliot Marchand) reported power plug failure on EA3500 (SN 12C10608501). Agent confirmed out-of-warranty status but incorrectly stated Linksys supports out-of-warranty devices without paid options. No troubleshooting or next steps provided.

Troubleshooting Steps
  • Collected customer name, email, model number, and serial number
  • Verified warranty status in internal system
Key Observations
  • Agent made factually incorrect statement about supporting out-of-warranty devices without paid options, contradicting Linksys policy (KB universal_support_contacts.md).
  • No troubleshooting attempted despite clear hardware fault description (power plug failure).
  • Call ended abruptly after warranty disclosure with no next steps, self-help resources, or paid support offer.
  • Agent repeated request for model number after customer provided serial number, causing minor inefficiency.
Positive Highlights
  • Accurately collected required device information (name, email, serial, model).
  • Correctly identified and communicated out-of-warranty status based on system lookup.
  • Maintained polite tone during information collection and hold period.
Agent Errors / Gaps
  • Incorrectly stated Linksys supports out-of-warranty devices without paid support or self-help options, violating protocol (contradicts universal_support_contacts.md).
  • Failed to offer paid support or self-help resources (KB articles, reset steps) for out-of-warranty hardware issue.
  • Did not perform basic troubleshooting (e.g., power source check, alternate outlet, LED status) before concluding warranty check was sufficient.
  • Ended call without summarizing next steps or confirming customer understanding, resulting in abandoned closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed device was out of warranty and offered no resolution path (e.g., troubleshooting, repair options, or self-help) for the hardware failure.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, power-cycle, physical inspection, firmware check) were attempted or suggested despite a clear hardware symptom (unreliable power plug).
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated support is unavailable for out-of-warranty devices; per rubric, best-effort troubleshooting (e.g., reset, inspection) should have been offered even if RMA wasn't possible.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about the power plug (e.g., wobbling, visible damage, prior incidents) or attempt to isolate the issue.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used internal warranty lookup tool to verify product status, which was relevant to the customer’s question about coverage.
T3 Not Met No misinformation conf 97%
Agent stated 'we support devices that are already outside of its warranty period' — this is factually incorrect per KB and rubric; support for OOW devices includes best-effort troubleshooting, not no support.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectation for hold time but opened with repeated, disorganized greetings and failed to regain control after customer expressed issue.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language but did not confirm understanding or adapt to customer’s frustration; repeated scripted phrases without personalization.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — immediately defaulted to warranty status and closed the interaction without attempting to help resolve the issue.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or follow-up actions were provided; call ended with no path forward for the customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted (no hardware fault confirmation, no repeat contact, no management request).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy for customer’s hardware issue or frustration; no acknowledgment of effort or inconvenience.
X2 Not Met Tone & rapport conf 91%
Agent did not match customer’s tone or pace; used rigid, repetitive script and failed to engage beyond data collection.
X3 Not Met Overall experience conf 93%
Customer had to repeat model number; long unexplained hold; no attempt to reduce effort by pre-emptively guiding or summarizing.
Call Transcript12 turns · 14 lines
Speaker 2
for develop links to support to ensure quality service, your call may be monitored. For in warranty products, and support team is available to help with performance and hardware issues. Please visit register.Linksys.com. Please have your devices and serial number ready for assistance. Press one, for out of warranty products, paid support may be available depending on your issue to hear more about your service options. Please have your device. have devices serial number and contact information ready if unavailable, kindly callback later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Oh, look, your phone is next to the model. Hello, I can just barely hear you, um. I own
05:00
Speaker 2
thank you for calling Linksys technical support. My name is Paul. How may I help you today? Hello. Thank you for calling Linksys Technical Support. My name is Paul. How may I help you today? Hello. How can the name is Paul from my LP today? Hello. Can you hear me? Is there anybody... Sir, can you hear me? Hello. Okay, so this is father from Linksys Technical Support. How may I help you today? I was explaining. How about I won't say, can you hear me
10:00
Speaker 1
I can hear you pretty well. You're able to hear me. I own a link. modem that I bought back in late of 2021. And I'm wondering if it's still covered in any way because it's stopped working for me. The power plug has become so unreliable that I can no longer have it plugged in trying to have it control my networks. First name is Eliot. E-L-I-O-T-T. Last name is Marchand, M-A-R-C-H-A-N-D, as in David.
11:00
Speaker 2
Yes, is that much better? Okay, good. Yes sir, how may I help you today? Yes yes, loud and clear. Let's see, okay yes, so for this one, let's see what we can do. Okay? But before we proceed, let me create first uh ticket for you. Can I have your first name and your last name? Okay, so, that's Elliott Marchant, right?
11:00
Speaker 1
model number. Let's see. I see a serial number and a MAC address. Serial number. Hold on. It's a 12C10608501.
12:00
Speaker 2
okay so how about your email address okay thank you that's e m-c-h-a-d t at yahoo.com and can i have the model number of your lynx system device yes serial number will do yes sir yes sir can you provide yes please
12:00
Speaker 1
8 9 4. Yes. Yes. [silence] What What
13:00
Speaker 2
Okay, that 12- See for Charlie, 1-06-08501894. Correct? Okay. So yeah, let me try. Let me just double check the information of this device. Yeah, I just want to verify what's the exact model number. Hold on. [silence] It seems that I cannot find any information related about the model number of this device, but is there? Can you double check the model number of this device?
13:00
Speaker 1
I'm sorry, what's that again? [silence] Yeah, I'm looking at the bottom of it. Oh, where's I? I see a model number, E-A-3-5-0-0. My Internet service provider is Cable Links, C-A-B-L-E-L-Y-N-X in Longview, Texas.
14:00
Speaker 2
It's on the sticker. I mean the what, yeah, the model number. Can you please double check? Okay, you can find the Serial number at the bottom of the unit. It's on the sticker at the bottom. Yeah, usually it's located about, mm-hmm. DL3500a-C Right. And what's your ISP? Your Internet service provider. Cable link. Yeah. Uh cable link, okay, thank you. Yeah, so, thank you very much for this information sir. And may I please this call on hold, sir? Just give me two to three minutes. I'll just have to verify the warranty status of your device, and I'll be right back, okay? Thank you. Just stay on the line. Hello. Okay sir thank you very much for patiently waiting and sorry for that long hold. Okay so upon checking our system it appears that your device is already outside of its warranty period. So unfortunately sir we support devices that are already outside of its warranty period. So this model sir the EA3500 belongs to our [silence] it's already out.
14:00
Speaker 1
Okay. That's what I thought. I just figured I'd give you a call, though. All right. Thank you. I've got it. Bye-bye.
18:00