V2 Rubric Detail — a0676638-6f47-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:08
Duration
8m 56s
Contact
Tyran Mincey
Issue Type
Escalation Request
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.25/5
Communication5.00/5
Ownership5.00/5
Escalation3.50/5
Customer Exp5.00/5
Overall61.4% (+5.4)

V2 Grader Summary

The agent demonstrated strong ownership and communication by scheduling a callback with clear next steps and adapting to the customer’s schedule. However, no technical troubleshooting was performed, and the agent failed to verify the issue or warranty status before escalation. Additionally, the agent cited an incorrect support URL (support.links.com), which undermines technical accuracy. The case represents an appropriate but premature escalation due to lack of initial diagnostics.

V1 Case Analysis

Customer (Tyron Mensey) requested callback for replacement. Agent scheduled for Thursday 11 AM–12 PM ET, confirmed phone/email. No device model, serial, or warranty status collected. Incorrect support URL provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect device model or serial number, which are required for replacement processing per Linksys protocol.
  • Warranty status was not discussed or verified, which is critical for determining support eligibility and replacement path.
  • Agent provided an incorrect support URL (support.links.com) instead of the correct support.linksys.com, potentially misdirecting the customer.
  • Agent correctly confirmed customer contact details and scheduled a specific callback window, ensuring continuity of support.
  • No troubleshooting or diagnostic steps were performed, which is acceptable given the nature of the request but highlights gaps in data collection.
Positive Highlights
  • Promptly placed the call on hold to verify with the Customer Assurance team, demonstrating proper escalation protocol.
  • Clearly confirmed the customer's preferred callback window (Thursday 11 AM–12 PM ET) and validated contact details (phone and email).
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Incorrect support URL provided: 'support.links.com' instead of 'support.linksys.com'.
  • Failed to collect product model number, which is required for replacement processing.
  • Failed to collect product serial number, which is required for warranty verification and RMA processing.
  • Did not verify or discuss warranty status, a critical step for replacement eligibility.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent scheduled a callback for a replacement, but no confirmation was made that the issue was a confirmed hardware fault or warranty-eligible; the resolution was administrative, not technically verified.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no questions about symptoms, model number, LED status, or prior actions; agent skipped directly to callback scheduling.
R3 Partially Met Correct resolution path conf 93%
Agent correctly escalated for a replacement, but failed to verify product status, warranty eligibility, or nature of the issue first, which is required before initiating a replacement path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify any symptoms, ask diagnostic questions, or attempt to determine root cause; interaction skipped straight to callback without technical assessment.
T2 Not Applicable Appropriate tools / resources used conf 90%
No technical tools were required or used, and the scenario involved only scheduling, not diagnosis.
T3 Partially Met No misinformation conf 92%
Agent provided correct contact details and callback time, but referred to 'support.links.com' — a malformed URL; correct domain is support.linksys.com (ASR normalization not justified here as context does not support it).
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations for hold time and callback window, managed time zones, and maintained control despite customer's fragmented responses.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed understanding of callback timing, and adapted to customer’s scheduling constraints.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through on callback coordination.
O2 Met Proactive follow-through conf 96%
Clear next step established: callback on Thursday 11 a.m.–12 p.m. ET; contact number confirmed.
O3 Met Closure confirmation conf 95%
Agent referenced existing record (name, email, phone) and did not re-ask for basic information.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Escalation to Customer Assurance was reasonable, but no prior troubleshooting or verification of issue type was done, making the escalation decision premature.
E2 Met Escalation prep & handoff conf 95%
Agent communicated the callback plan, timing, and reason (replacement), and confirmed contact details with the customer.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for hold time, used polite language, and remained professional despite customer’s vague and repetitive responses.
X2 Met Tone & rapport conf 94%
Agent adjusted to customer’s availability constraints and clarified time-zone confusion to align on a feasible callback window.
X3 Met Overall experience conf 95%
Agent handled all scheduling internally, avoided unnecessary repetition, and minimized customer effort in arranging the callback.
Call Transcript10 turns · 11 lines
Speaker 1
Uh. Uh. I think I'm calling for Pablo Tech- technical support.
00:00
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.Linksist.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Skyler. How can I help you? Okay. What exact problem have you encountered on your Linksys device? okay mr. store do you have a ticket number how about your uh phone number instead okay okay let me just um pull up that record here for a moment okay while I'm pulling up your record here can you tell me a brief description with your problem okay okay okay okay
00:00
Speaker 1
Yeah. Yes. Yep. Escalations. I got it right here. Yes. Right. Yes. OK. OK.
02:00
Speaker 2
Okay. Did you receive an email, sir from the, um, Linksys customer assurance team? Okay. Let me just check if this is the correct record. It's under Tyron Mensey, and the email address is TyronMensey, T-Y-R-O-N-M-E-N-S-E-Y@gm.com, and your phone number is 973-760-5342. Okay. So, I'll be placing you on hold for 3 to 5 minutes. Let me just verify this with the customer assurance team. Okay. Okay. Since this device is for replacement. Thank you. Just stay on the line. I'll be back. [silence]
02:00
Speaker 1
if he calls me tomorrow, he's not going to be able to get ahold of me because I'm with patients. He would have to call today. There is no best time tomorrow. It would have to be Thursday in the morning. There wouldn't be a best time tomorrow. It would have to be Thursday in the morning because I have patients all day. I'm generally not available. Eastern.
06:00
Speaker 2
you waiting i'm so sorry for that hold um sir i was able to like verify this to um for the cut uh the customer assurance team that handled your um handled this case um uh for updates on this one sir um he will uh right as of now he's engaged in a call so is it okay if he will call you back sir after his call um he will call you within the day all right okay so what would be the best time sir that to call you tomorrow? i'm sorry okay so morning by um you're in what time zone sir pacific um eastern
06:00
Speaker 1
In the morning the worst time will be before 12. Uh, yeah. Yes. Yep. That's right. Yeah, so it'll be the day after tomorrow.
07:00
Speaker 2
but in the morning, what would be the best time, sir? um... before 12, like around 11? around 11 to 12. 11 in the morning to 12 noon? Okay. and all right. So, again, that'll be tomorrow, um... Thursday. Okay, because right now it's um it's Tuesday, right? No, we end the day after tomorrow. So, that will be Thursday, Eastern time, around 11:00 a.m. to 12:00 noon. And the phone number that we could reach you is 973-760-5342.
07:00
Speaker 1
That's correct. No, that will be it. Right. No thank you very much. Alright great thanks.
08:00
Speaker 2
442. any alternate phone number, sir? So we'll just, um, I will inform, um, the, um, customer assurance teams, sir, that handles your call, that you, you, uh, handle your case that this is for a callback on Thursday around 11 to 12 noon Eastern time. Okay. Okay. Okay, so is there anything else, sir? You're welcome. Thank you for, um, like, calling links, sir, to know more about links device. You can always visit the website, and that's support.links.com. You're welcome. Goodbye. [silence]
08:00