V2 Rubric Detail — a7432bca-767e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:29
Duration
12m 6s
Contact
Jimmy Ellis
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#PR00134557
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1600_One node stopped working due to defective power adapter
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – the agent avoided any diagnostic troubleshooting and provided no substantive assistance, constituting a critical compliance failure.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent offered a vague special replacement without verifying warranty, model, or purchase details and performed no troubleshooting. Communication was unstructured, inaccurate, and lacked empathy. An unnecessary escalation was made without proper justification or documentation, resulting in an unresolved issue and a critical avoidance/evasion failure.

V1 Case Analysis

Customer requested replacement power adapter for a three-pack system. Agent promised special replacement and escalation to higher management with follow-up in 24-48 business hours. No model, serial, warranty verification, or case number recorded. Incorrect support URL provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never collected model number, serial number, or any product identifiers.
  • No warranty verification was performed or mentioned.
  • Agent provided an incorrect and unsafe support URL: 'support.com' (transcript timestamp [10:00]).
  • No HappyFox case number was created, referenced, or documented.
  • Agent introduced irrelevant personal commentary about forest fires and firefighters (transcript timestamps [02:00], [07:00], [10:00]), which is unprofessional and off-topic.
  • Agent claimed they would 'bypass the regular replacement process' without following documented RMA protocol.
  • Agent referred to themselves as a 'level two technician' without proper case documentation or escalation path.
Positive Highlights
  • Agent acknowledged customer's frustration and expressed willingness to help.
  • Agent set a specific follow-up timeframe (24-48 business hours) for customer communication.
Agent Errors / Gaps
  • Missing required product identification (model/serial).
  • Did not verify warranty status before offering replacement.
  • Did not create or reference a HappyFox case number.
  • Provided an inaccurate and potentially unsafe support website URL (support.com).
  • Failed to follow the documented RMA protocol (no verification, no case, no proper escalation path).
  • Introduced irrelevant and unprofessional personal commentary (forest fire, firefighters).
  • Misrepresented internal process by claiming ability to 'bypass' standard RMA via 'higher management' without documentation.
  • No troubleshooting or triage steps performed despite hardware replacement request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent promised a 'special replacement' of only the power adapter without providing an RMA number, warranty verification, or confirmation of processing.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic or troubleshooting dialogue occurred; agent jumped straight to promising a replacement without gathering symptom details.
R3 Not Met Correct resolution path conf 96%
Agent never verified warranty status, model number, or purchase information and offered a non-standard 'special' replacement without justification.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptom identification, no relevant questions asked, and no logical diagnostic flow evident.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use required tools (warranty lookup, case system, remote session) necessary for this type of request.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information by stating 'our website is support.com' and promised an unsupported 'special replacement' of only the adapter.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structure; agent rambled about forest fire and 'special case' without guiding the interaction.
C2 Not Met Confirmed understanding conf 93%
Communication was generic and not tailored; agent did not adapt terminology or confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent claimed ownership by stating he would escalate and follow up, but provided no concrete actions or accountability.
O2 Met Proactive follow-through conf 92%
Agent gave a specific timeline (24–48 business hours) and stated he would email or call with feedback.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation to higher management was performed without a clear trigger (no troubleshooting, no warranty verification).
E2 Not Met Escalation prep & handoff conf 93%
Escalation lacked details (symptom, product, steps) and customer was not told who would handle it or when to expect contact.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered generic appreciation ('sacrificing for the service') but lacked sincere, specific empathy for customer frustration.
X2 Not Met Tone & rapport conf 90%
Agent's overly upbeat tone did not match customer's frustrated, urgent state; no effort to mirror pace or emotional state.
X3 Not Met Overall experience conf 92%
Agent provided no actionable steps, forced customer to wait for undefined escalation, and added confusion with irrelevant statements.
Call Transcript8 turns · 11 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys, Customer Assurance Team. May I speak with Jimmy Alice? Um, actually I just ended my task and I apologize that I extended my call. I apologize for that one, Jimmy. But, I'm good. Okay. And by the way, can you hear me okay on the line? Thank you. And by the way, this call is recorded for quality assurance purposes. Okay. So, Jimmy, I just want to let you know that I received the official receipt from Amazon and I have verified it with my supervisor and it's a valid receipt. Okay? And I understand that
00:00
Speaker 2
here's what I hear.
01:00
Speaker 1
Oh. Oh. whole thing. Oh, so near your area, there's like a forest fire, is that correct? Oh Wow, that's great. That's great. So, uh, so Jimmy, this is our moving forward plan. I know that, uh, it's, uh, like, you're getting challenges with Amazon. I know you already went to Amazon, but, uh, they're no longer able to provide you with a replacement. So don't worry. We'll be the one to assist you and it will be a special replacement. That's going to process. Yes. Uh, I see. So your product is already registered because, uh, that's the
02:00
Speaker 2
[KEEP_UNCERTAIN] are there mixed up on there no it ain't I think it when I okay yeah I'm sorry Eric I was talking to this guy he offered to help me You got my address and And then make sure my product is you know when whenever you guys help me set it up when I finally got it and that other tech uh make sure that it's registered my product
05:00
Speaker 1
Itself, okay? The whole package, a three pack and the one that we'll just going to provide you is the replacement adapter, okay? That's the one that we're going to provide to you. It's a special case like. No worries, no worries, okay? So, uh, I'll make sure that I'll be able to properly escalate this to our higher management so that we can bypass the regular uh, replacement process that it's the whole node and preparatory. Mhm. Okay. So, the thing that we'll need to do here is once I escalate to the higher management because if I'll just escalate directly to the customer service department, then the customer service department will be asking, where's the unit? Okay? But the oneTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
06:00
Speaker 2
Yeah, and I'll be happy. Eric, man, I'll be so damn happy. Man, you, you just making my day now. Now I I got goosebumps. Hahaha. Hahaha. Hahaha. When can I, when can I get it?
06:00
Speaker 1
Okay that, that I'm going I'm going to request is a special replacement wherein only the power adapter, not including the not itself. So, so the turn around with that one is, so, 'll just give me time within like uh 24 to 48 business hours and I'll be making sure that I'll be checking the feedback from the higher management and I'll be shooting you an email or call you once I get the feedback, Jimmy, within that time frame. We didn't either. No, no worries. I'll, I'll Wow. Wow. You're one of the people who are or like sacrificing for just for the service of the country and I so. [silence] Wow. Yes. So, have uh safe um like Keep safe there uh Jimmy. Okay? So, don't worry. I'll take care of the replacement for you and I'll gonna provide you update via email or phone, okay? Just keep safe there. Okay. You too, Jimmy. Okay. So, my name again is Eric, your level two technician and our website is support.com. Thank you for answering my call. Have a great day to you and goodbye for now, Jimmy. Okay. You're welcome. Goodbye for now.
07:00
Speaker 2
There's been three firefighters that got burned up and killed, and I want to I want to, at least I got two nodes up that I can still kind of keep an eye on to, you know, all right. Thank you. Well, make you have a good day, bro, right. All right. All right. Thank you. Oh. Bye.
10:00