V2 Rubric Detail — a9aaa1a2-6514-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:38
Duration
5m 26s
Contact
Leonard Decker
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect information stating 'we no longer manufacture Linksys products,' which is a critical factual error that misleads the customer about the brand's current operations and product availability. This constitutes a critical failure under rubric item F (Non-Adherence to Documentation).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent partially addressed the customer's inquiry about MX6200 availability but provided a materially false statement that Linksys no longer manufactures products, undermining trust and accuracy. Call control, empathy, and customer effort reduction were poor, and no follow-up steps were offered. Due to the critical technical inaccuracy, an auto-zero is applied. The outcome is downgraded from 'Successful Resolution' to 'Partial Resolution' due to the flawed resolution path.

V1 Case Analysis

Customer asked about availability of new MX6200; agent incorrectly stated Linksys no longer manufactures it and suggested Amazon refurbished units without providing a direct link or accurate product status.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent made a materially false claim at [04:00]: 'we no longer manufacturer new products' — the MX6200 is a current, supported model per Linksys KB.
  • Agent failed to direct the customer to the official Linksys store or confirm product availability on linksys.com, despite being asked about direct sales.
  • Communication was fragmented and unclear, with incomplete sentences and poor flow (e.g., [04:00] 'it's not/is not really that will be the status I will not/really reports it').
  • No case number was created or referenced, but this is less critical for a general inquiry with no support eligibility discussion.
  • Agent attempted to assist by checking Amazon and asking for ZIP code, but this does not offset the core inaccuracy.
Positive Highlights
  • Agent attempted to verify availability by asking for the customer's ZIP code at [02:00], showing intent to help.
  • Polite greeting and closing were delivered appropriately.
Agent Errors / Gaps
  • At [04:00], agent stated 'we no longer manufacturer new products' — this is factually false; MX6200 is a current product (serious accuracy error).
  • Agent did not correct or clarify the customer's confusion about product availability, instead reinforcing the false narrative that no new units exist.
  • Failed to provide or even mention the official Linksys store as a purchase channel, which is a basic expectation for sales inquiries.
  • Communication was disorganized and contained garbled phrasing (e.g., [04:00] 'it's not/is not really that will be the status'), reducing clarity and professionalism.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent claimed Linksys no longer manufactures products, which is false; while availability was addressed, the core resolution was undermined by major inaccuracy.
R2 Not Applicable Diagnostic thoroughness conf 100%
No technical troubleshooting was required; the call was purely about product availability.
R3 Partially Met Correct resolution path conf 90%
Agent correctly directed to purchase options but incorrectly stated Linksys no longer manufactures products, misrepresenting product status and support availability.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was needed for this sales-availability question.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were required for the simple availability answer.
T3 Not Met No misinformation conf 95%
Agent stated 'we no longer manufacture Linksys products,' which is factually incorrect — Linksys continues to manufacture and release new products including the MX6200 series.
Communication
C1 Not Met Clear & professional language conf 85%
Agent offered little structure, had long silences, failed to set expectations, and lost control of the conversation flow.
C2 Not Met Confirmed understanding conf 85%
Agent used vague language ('Links Development', 'referred Bishop searchers'), did not adapt to customer's concern about new vs. refurbished, and failed to confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the inquiry from start to finish without unnecessary transfers and attempted to answer the customer’s question.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or follow-up actions were provided; agent did not offer direct links or guidance on where to reliably purchase.
O3 Not Applicable Closure confirmation conf 100%
This was a first-time inquiry; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required or performed, and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy, failed to acknowledge customer frustration about difficulty finding products, and used a detached, transactional tone.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust communication style, used confusing terminology, and failed to check comprehension or engagement.
X3 Not Met Overall experience conf 90%
Customer was left to search independently; agent did not provide a direct purchase link or clarify where genuine new units could be found.
Call Transcript12 turns · 12 lines
Speaker 1
Yes. Yes, I was wondering, do you guys still sell your own Dollensky products? Yeah. Yeah.
00:00
Speaker 2
Welcome to Linksys Support. [silence] to ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.Linksys.com. [silence] Please have your devices serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available, depending on your. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available, depending on the issue. [silence] Thank you for calling Linksys, this is Epi. [silence] How can I help you? [silence] Uh, come again, sir, if we're still selling Linksys products, [silence]
00:00
Speaker 1
I was wondering if you're still selling your own products on your site, because I know back a couple years ago, you were. Okay, because the one that was recommended by one of the individuals I spoke to earlier, I bet I've been not able to find on Amazon. I was looking for the - - 6200 he recommended, and I haven't been able to find it on Amazon. I'm not able to find it in Amazon. When I type in the MX 6200, it just gives me a whole list of notes. It doesn't give me the 6200 itself.
01:00
Speaker 2
Oh, actually sir, we no longer manufacture Linksys products, but you can still, uh, purchase it from Amazon or, uh, Best Buy from online site. Yes, you can. Okay, so it's not available in Amazon. [silence] Um... [silence] Mm. [silence] [silence]
01:00
Speaker 1
Yeah, let's come up with that. Going round. Sorry. 12304.
02:00
Speaker 2
Hold on. Let me just check it's in Amazon, sir. I uh I will change the name here right. And like that, not too much I I think it's not/is not really that will be the status I will not/really reports it. [silence] What's your zip code by the way, sir? So I can uh try to check if it's available.
02:00
Speaker 1
[silence] and that's just a Wi-Fi a Wi-Fi mesh node, correct? Yeah, maybe just what? What what I'm looking for is I'm looking for the newest newest release version because I want to get longest lifespan I can. You know what I mean? is the one I have is it's at end of life now.
03:00
Speaker 2
Yes. Yeah, because maybe this is out of stock. That's why you're unable to find that in Amazon. But you can actually try other MFA racer. Um, [silence] we actually
03:00
Speaker 1
Yeah, that's a refurbished. It's refurbished. That was one I was looking at there and that was refurbished.
04:00
Speaker 2
We have one in here. I checked the Amazon website and it has one MX6200. Grey. One pack. It says "Links Development". Yeah. Some are actually referred Bishop searchers. We, as I mentioned earlier, we no longer manufacturer new products. That I'm not really sure if they have new updates for now. But as per our management, we no longer, we no longer manufacture. So there's for now there's no brand new devices. So it's.
04:00
Speaker 1
You're not, you're not, you're not manufacturing anymore, you stop, for now, okay? All right, all right, thank you very much. [silence]
05:00
Speaker 2
just all refurbished in Amazon. And do we, even, uh, don't have the link to store? Yes, sir. Yes, sir. For now. Okay, yes. Mm. I'm Okay, well, thank you so much for your time, sir.
05:00