V2 Rubric Detail — b9d33f22-6428-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 17:29
Duration
15m 52s
Contact
Fabiola Vega
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132684
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing accurate product information, deflected to customer-led Amazon search, and failed to use available resources to assist, indicating evasion of responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to provide accurate product information, misquoted pricing, offered no resolution path, and deflected responsibility to the customer. Critical failures in technical accuracy, ownership, and communication resulted in an unresolved outcome. Evidence of avoidance/evasion triggers an auto-zero under the rubric.

V1 Case Analysis

Customer sought recommendation between WHW0301 and MX6201 mesh routers. Agent provided incorrect product name ('Linus'), quoted $6,200, refused to email details, and failed to resolve. No case created.

Troubleshooting Steps
  • Agent attempted to locate MX6201 on Amazon.
  • Agent provided a price estimate of $6,200.
  • Agent incorrectly named the product 'Linus'.
  • Agent refused to send the requested email.
Key Observations
  • Agent quoted $6,200 for MX6201 — a price grossly inconsistent with market value (actual ~$300–$400).
  • Agent referred to MX6201 as 'Linus' — a clear misrepresentation of the product name.
  • Agent failed to correct confusion when customer could not find the product on Amazon.
  • Agent refused to send requested email despite customer asking twice.
  • Long silences and lack of call control evident from [08:00] to [15:00].
Positive Highlights
  • Attempted to look up MX6201 on Amazon upon customer request.
  • Confirmed WHW0301 is Wi-Fi 5, which is factually accurate.
  • Acknowledged customer's prior call and attempted to pull up record.
Agent Errors / Gaps
  • Provided wrong product name ('Linus') for MX6201 at [10:00], which is not a Linksys product.
  • Quoted unrealistic price of $6,200 at [08:00] — over 15x actual retail value.
  • Did not collect or verify model/serial/warranty information.
  • Did not create or reference a support case number.
  • Refused to send the requested email with product details at [09:00] and [14:00].
  • Failed to set a clear next step or follow-up plan.
  • Misled customer by suggesting MX6201 was available under a non-existent name on Amazon.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the customer's request for product information or decision support; no model confirmation, pricing correction, or email delivery was completed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting or diagnostic steps were taken; interaction focused on product recommendation without assessing network needs or symptoms.
R3 Not Met Correct resolution path conf 96%
Agent provided incorrect price ($6,200) and failed to verify product details or warranty status; mischaracterized older model without offering correct alternative path.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask relevant diagnostic questions about current setup, connection drops, or environment; skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 96%
No use of internal tools, KB articles, or product database; agent relied on customer’s Amazon search and guesswork instead of authoritative sources.
T3 Not Met No misinformation conf 97%
Agent stated '$6,200' for MX6201 (grossly inaccurate), mispronounced model numbers, and incorrectly dismissed WHW03 as obsolete without context.
Communication
C1 Not Met Clear & professional language conf 98%
Frequent long silences, poor transitions, no framing of process; agent lost control and failed to guide the interaction effectively.
C2 Not Met Confirmed understanding conf 96%
Used confusing language ('Linus destructify'), did not confirm understanding, and failed to adapt to customer's confusion about models and pricing.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — placed customer on hold with no commitment, passed responsibility to customer for research, and offered no follow-through.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline — vague promise to 'try to ask for approval' with no guarantee or callback plan.
O3 Not Met Closure confirmation conf 97%
Repeatedly asked for phone number already provided; ignored prior agent’s recommendation and forced customer to re-explain history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — this was a sales/information request, not a technical support case requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown; responded dismissively ('I will not suggest') and failed to acknowledge customer frustration or repeat contact.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace despite customer confusion; maintained mechanical, disengaged delivery throughout.
X3 Not Met Overall experience conf 96%
Forced customer to search Amazon, repeat model numbers, and navigate unclear product names; added unnecessary effort instead of assisting.
Call Transcript25 turns · 28 lines
Speaker 1
Hi, I'm Colin to see if I can get a mesh router, Wi-Fi. I called yesterday.
00:00
Speaker 2
[KEEP_UNCERTAIN] 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about 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. Hi, I think for calling Linksys, it's a J-Huck phone today. Hello. [silence] Hello. [silence] Yes, ma'am, sorry. [silence]
00:00
Speaker 1
No, I'm calling because I was gonna, I called yesterday regarding a mesh router, and they said that I was gonna call them back to see, which one I would get, and I'm calling to let you guys know that I made my, a decision on which one I want. Yes, I called yesterday. Yes, it's 949 544-9387.
02:00
Speaker 2
Okay, okay, so how can I help you again for this unit, ma'am? Okay, got it. Let me just pull up your record, ma'am, since you already mentioned that you already called this yesterday, but. Yes, what is your phone number, ma'am?
02:00
Speaker 1
No, no, no. 949.544 9387. Yes, mhm, yes. [silence]
03:00
Speaker 2
495 46 949. [silence] Okay, am I speaking to Ms. FabbieVagging? Okay. [silence] Okay, so you called yesterday, uh, and your concern is about uh, you always have dropping connection with your uh, Wi-Fi, right? Okay. So, the previous agent advised you to get another router, which is a mesh.
03:00
Speaker 1
Yes. Yes. Uh-huh. Uh-huh. Uh-huh. Yes, she the person that I spoke to he he sent me an email and he recommended me I should open.
04:00
Speaker 2
okay. I Hey, this can we use Okay. So the. okay determine for. Okay. AG a and is reasonably though that we're
04:00
Speaker 1
It's the Linksys 8 W H W 0 3 0 1 a dual band mesh Wi-Fi router and he he he said it's a it's a tower. And I looked it up and it's a tower. Mhm. It's still a what?
05:00
Speaker 2
Uh-huh. 0301. Mm-hmm. Yes. Where did you. Oh. I see. So she uh, suggested for AWH W-03. That's actually okay madam It's just that uh, this unit is still a Wi-Fi 5. Okay. You haven't Uh, still a WI.
05:00
Speaker 1
Uh-huh. Okay. Let me go into, into okay, let me see. Okay. Okay mesh router, correct? Okay. What's the model number for that one? I don't know
06:00
Speaker 2
Wi-Fi 5. Man. This device is still a Wi-Fi 5. It's an older version. So how about, um, can you look for, can you check for amaks, um, 6200. [silence] Yes.
06:00
Speaker 1
Do I just go under tree band or Protector. [silence]
07:00
Speaker 2
Hell. O ma'am? Hello? Yes. sorry ma'am. That would be $6,200. Yes. $6,200.
08:00
Speaker 1
Okay. I don't know if it's the, um, could you show it and send me an e-mail? Yes I am, but I was wondering if you could send me the e-mail with, with that information, because I don't see it.
09:00
Speaker 2
I will not sorry ma'am, but I will not suggest the WH-003, the one that she recommended because that's already a part of our older devices, ma'am. This will be better. Are you checking on Amazon? Mm-hmm. Okay, I'll try to look for that uh device ma'am on Amazon. Just hold on for a minute.
09:00
Speaker 1
Yes. Because I don't see that model up. Oh, okay, MX- 62 6201. Yes. I see one. But let me see if this is it.
10:00
Speaker 2
You're still under uh Amazon right on Amazon site k can you look for m yes can you instead look for MX6201 and then add Linus uh at the end Six Two Zero One 6201 Yes and then add Linus uh on the name, man. Yes, the product name is Linus uh destructify The Wi-Fi mesh system.
10:00
Speaker 1
this says Lynks mesh Wi-Fi system D I don't know if it's the same one. Let me see if there's another one. looks. Oh, I got out. Mmm. Try again. six, one. Okay. MX 610. Oh, oh, 6201. Lynks, right. [silence]
11:00
Speaker 2
Yes. That's 6 to 1. Just look for MX 6-01, ma'am. Product name is MX 6-01. 6 to, no ma'am, 6201. Yes. 601 and that's the animal. Yes.
11:00
Speaker 1
Oh, looks shutdown. no, shut down. Uh, I, I, I don't know, just keep coming up, but it's the different ones. It says that links the one that I told you, the W. H. W0301. And then there's another one, but it's I don't know. I was on speed. [silence] No. I don't I don't I don't see that one. I mean, I see the the Linksys, but I don't. I don't see that saying one that you're Oh, No, no, no, no, no. Is it a tower or how is it? Mhm.
12:00
Speaker 2
yeah, it's like a tower type device, ma'am. [silence] Yeah, it's like a tower type device, ma'am.
13:00
Speaker 1
[KEEP_UNCERTAIN] I mean, there's. There's different ones that you say that they're white, but I don't see that kinda, um, what you're telling me. Maybe, maybe I'm wrong. They they keep coming up the same ones that I'm telling you about. They tower ones. Mhm. Yes, I can. Okay. Yes, thanks.
14:00
Speaker 2
Okay. Okay. Let me just check on this. Okay, just hold on. [silence] Okay, I'll try to ask for, um, approval if I can send this one to email. Uh, yes, just give me up, uh, a few just a few minutes. Can you stay on the line, please? Thank you. Thank you, be right back. Okay, thank you. [silence]
14:00
Speaker 1
Thank you. feeling? Pay attention? No. Oh, no, no. No, no, no.
15:00