V2 Rubric Detail — ca1d3bb2-767a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 01:01
Duration
13m 19s
Contact
Jimmy Ellis
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#PR00134557
Support Country
United States
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 (4 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication3.75/5
Ownership3.93/5
Escalation5.00/5
Customer Exp5.00/5
Overall56.8% (+0.8)

V2 Grader Summary

The agent appropriately escalated a repeat, unresolved case with documented evidence and set a clear callback expectation, avoiding re-asking information and showing strong empathy. However, no troubleshooting or technical validation was performed, and key device details were not confirmed, leaving resolution dependent on future action. This constitutes an appropriate escalation rather than a successful resolution.

V1 Case Analysis

Customer reports defective power cord for mesh node. Agent verified phone number and escalated to Level-2 for callback; no model, serial, or warranty verification performed.

Troubleshooting Steps
  • Verified customer's phone number
  • Confirmed receipt of faxed documentation (receipt, order number, photos)
  • Escalated to Level-2 technician (Eric) with a promised callback timeframe
Key Observations
  • Agent failed to collect product model, serial number, or warranty status despite handling a hardware defect claim.
  • No RMA process or hardware replacement workflow was initiated, despite clear eligibility triggers in KB.
  • Escalation was performed without verifying basic device information or confirming support eligibility.
  • Hold times were excessive and not consistently explained, contributing to inefficiency.
Positive Highlights
  • Agent verified the customer's phone number correctly at [12:00].
  • Successfully contacted the Level-2 technician (Eric) and secured a callback commitment within 15 minutes.
  • Maintained a polite and empathetic tone throughout, acknowledging customer frustration.
Agent Errors / Gaps
  • Missing collection of essential device information (model, serial, warranty) — required for hardware fault resolution per KB.
  • Failure to initiate RMA or replacement process for a defective component, even though customer provided proof of purchase and photos.
  • Inefficient handling with multiple hold periods ([05:00], [06:00], [08:00], [09:00]) without clear progress updates.
  • Did not confirm whether the device was ISP-provisioned or purchased directly, which affects warranty path (per universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the issue was deferred to a callback that may or may not occur. Customer's core request (RMA for defective power cord) was not fulfilled during the call.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic or troubleshooting steps were performed; the agent only placed the caller on hold and relied on customer's self-diagnosis without validation.
R3 Partially Met Correct resolution path conf 88%
Escalation to Level-2 was reasonable given the unresolved prior case, but agent failed to confirm product warranty status, model, or serial number before escalation, missing key inputs for correct path selection.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions (e.g., device model, symptoms, testing method) and did not attempt to identify root cause — accepted customer’s claim of defective cord at face value without probing.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent accessed internal records and verified receipt/email documentation, which is appropriate. However, did not use KB or diagnostic tools to assess whether power cord is covered under warranty or eligible for RMA — a required step for accurate resolution path.
T3 Met No misinformation conf 94%
No technically inaccurate information was provided; agent did not misstate policies, procedures, or technical details.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent set a callback expectation and maintained basic control, but provided no initial framing, failed to manage the emotional escalation proactively, and allowed the call to become reactive.
C2 Met Confirmed understanding conf 92%
Agent used empathetic language, confirmed phone number, and adapted tone to match customer’s distress without technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent attempted continuity by referencing prior tech (Eric), but transferred responsibility without completing own diagnostic or verification duties — minimal effort before handoff.
O2 Met Proactive follow-through conf 95%
Clearly stated next step: Level-2 callback within 15 minutes. Verified contact number to ensure follow-up accuracy.
O3 Met Closure confirmation conf 90%
Referenced prior technician (Eric), confirmed receipt and documentation were received, and did not re-ask for information already submitted.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Escalation was appropriate due to unresolved prior case, customer frustration, and need for follow-up on documented RMA request — meets 'repeat unresolved' and 'customer complaint' triggers per escalation guide.
E2 Met Escalation prep & handoff conf 95%
Informed customer of escalation path, identified responsible party (Eric), provided timeframe (15 minutes), and verified contact details.
Customer Experience
X1 Met Customer effort minimised conf 96%
Repeated expressions of empathy ('I'm so sorry', 'thank you for patiently waiting') and acknowledgment of customer’s hardship (cancer, financial loss) demonstrated genuine compassion.
X2 Met Tone & rapport conf 91%
Matched customer’s emotional tone with calm, apologetic responses; checked understanding via number verification and used affirming language ('good thing I was able to speak with Eric').
X3 Met Overall experience conf 89%
Did not require repetition of documentation; accepted faxed receipt, order number, and image as provided. Avoided unnecessary steps by routing directly to follow-up on existing case.
Call Transcript10 turns · 15 lines
Speaker 1
Yes, man. I've been dealing with this problem for three days and I'll tell you it's a nightmare. Me going through Amazon is a bunch of bull. I'll never ever do that again.
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.linksys.com. Please have your device serial number ready. For assistance. Press 1 now. For out of warranty products paid support. 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. [silence] Thank you for calling Linksys. This is Abby. How can I help you?
00:00
Speaker 1
I've been dealing with links over 20 some odd years and I never had to go through Amazon for anything like this and they have railroaded me. They've cost me money. Plus you guys whenever uh helped set up my internet again with the noobs was registered then. This here is three days later. I faxed uh email about the receipt where I got uh that load. They knew when I first talked to 'em I got it from Amazon. And then not only that, hon, I'm fighting for my life with cancer. And then I uh well, Amazon didn't even deliver my package when they were supposed to. And I had uh a tech come out here where I could get it hooked up besides talking to you guys. They didn't drop it off. [silence] They didn't or call me and they didn't deliver it when they are supposed to so I got it the next day. So I had to have that tech call again or call out to help me which cost me now a total of $300. All right. Well, I paid Amazon $300 and I think it was $39. I faxed the receipt, then I faxed the order number and I faxed the item of the cord where you plug it into the wall that goes to the node. That's defective. The node is fine, but the cord to run that node is junk. It will not power it up. And we checked it yesterday, and today, it is that cord. But the node is fine. And then, there's no way I'm gonna ship it back without access the picture and it's it's in the IPF. then I fax order number from Amazon, plus the picture of the cord and everything. so they they got it. huh? [silence] the guys
01:00
Speaker 2
person. Yeah, show me Alan. Yeah, I pulled up your record. Go ahead, sir. Where did you send it to? Where did you fax it to?
04:00
Speaker 1
He sent me that, his name was Eric I faxed it to him and I faxed it to links to you guys Yeah, and he's never called me back, that Eric guy has never called me back after yesterday He said he would call me back. He sent me the email, I sent everything back to him. [silence]
05:00
Speaker 2
okay all right sir Jimmy I need to have this uh checked back with our level 2 technician okay the one who handled your case um let me put you on hold for three to four minutes okay okay um I need to have this checked with him sir because maybe uh uh he's uh he's uh not available earlier that's why he's unable to call you did uh did you um have an appointment with him like uh did he promise you a call
05:00
Speaker 1
yesterday, then I even re-faxed it today and he said yesterday he'd call me back. So, he hasn't done that and it's getting towards the evening here now. So he's had all day. And then please make sure that make sure they got the information that they got that receipt from Amazon. They got the picture of that cord and then they got the picture of the order number.
06:00
Speaker 2
[HUMAN_REVIEW] Okay. All right. Okay, sir, so let me just put you on hold so I can have this verified with the previous technician, okay? I need to check if it is currently available. Yes, uh I I checked the email, sir. Yeah, um we had the the email. We had a copy of the receipt as well as the uh the I'm sorry. I'm so sorry. Okay. Yes, we will really try. We will try to help you with this one Sir. Hopefully this will be resolved as soon as possible. So let me just check this with the previous technician, okay? So he can talk to you as soon as possible. So let me put you on hold, Sir. Yes. OK. OK. All right. We understand, sir. Yes, I'm going to put you on hold. I'll just have to verify this. Okay? I'm really so sorry, sir. Just hold on please. [silence]
06:00
Speaker 1
[silence] Yes, ma'am. Yes. [silence] Yes, son. Okay. Thank you, honey. I appreciate you having me once again.
12:00
Speaker 2
[KEEP_UNCERTAIN] Hello, Jimmy. Mr. Ellis? Yes, hi there, sir. Thank you so much for patiently waiting, sir. Yeah, um good thing I was able to speak with uh Eric from the level two to the uh from the level two team and uh yep, he uh he will give you a call back, okay, um within I mean after 15 minutes. So just give him 15 minutes, uh and let me verify your phone number again. That's 719439101, correct? Okay. Alright, sir, so just please wait for his call, okay? It's gonna it's just gonna take 15 minutes. Not a problem, Mr. Ellis. This is Effie from from link this again. You do have a great night, sir. And please take care. Yes. Thank you. Bye bye.
12:00