V2 Rubric Detail — cbb01194-65b7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 17:05
Duration
10m 16s
Contact
760-891-6352
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided diagnostic responsibility by immediately suggesting customer self-purchase a replacement without troubleshooting, warranty check, or escalation — a clear evasion of support obligations.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, ignored potential warranty coverage, and evaded ownership by directing the customer to purchase a new device. No escalation was made despite a likely hardware fault, and communication lacked empathy, control, and efficiency. The interaction represents unresolved support with critical avoidance behavior.

V1 Case Analysis

Customer reports RE6700 extender overheated and now shows no LEDs. Agent confirmed model and serial but performed no troubleshooting beyond LED inquiry. Advised purchase of replacement without warranty, RMA, or self-help discussion.

Troubleshooting Steps
  • Confirmed model number (RE6700) and serial number (16S-13P-6667270)
  • Asked about LED status after plugging in
Key Observations
  • Agent confirmed the model number (RE6700) and serial number (16S-13P-6667270) but did not use this information to check warranty status or RMA eligibility.
  • No basic hardware troubleshooting steps were performed (e.g., verify power outlet, check power adapter, attempt power cycle or reset).
  • Agent did not acknowledge customer frustration or confusion during the call.
  • Agent provided an irrelevant comment about "Linux device" not being sold over the phone, which was confusing and unhelpful.
  • Customer was left with only a purchase recommendation and no self-help path (e.g., KB article, email follow-up, or online chatbot).
Positive Highlights
  • Agent successfully confirmed the model number (RE6700) and serial number (16S-13P-6667270) after initial difficulty.
  • Agent correctly identified that no LED response suggests a potential hardware issue.
Agent Errors / Gaps
  • Failed to perform basic hardware-fault troubleshooting (e.g., verify power source, adapter, or reset) despite clear symptoms of no power.
  • Did not discuss warranty status or RMA eligibility after confirming serial number.
  • Did not offer any self-help path (e.g., KB article, email follow-up, or online chatbot) after concluding hardware fault.
  • Provided misleading and irrelevant comment about "Linux device" not being sold over the phone.
  • Did not acknowledge or de-escalate customer frustration during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent concluded hardware failure and advised customer to purchase a new extender without confirming resolution or warranty eligibility.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — no power cycle, reset, or LED check; jumped directly to replacement suggestion.
R3 Partially Met Correct resolution path conf 88%
Agent recognized possible hardware fault but failed to verify warranty status or attempt basic diagnostics before suggesting purchase.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic questions about power source, prior behavior, or environmental factors; no logical symptom analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Only attempted serial lookup; did not use KB, remote guidance, or standard tools like power-cycle instructions despite clear need.
T3 Met No misinformation conf 92%
Statement that no lights indicate likely hardware issue is technically accurate per KB; no false technical claims made.
Communication
C1 Not Met Clear & professional language conf 93%
No call framing, expectations, or transitions; agent allowed conversation to drift without control or structure.
C2 Partially Met Confirmed understanding conf 82%
Used simple terms but failed to adapt to customer’s confusion over model/serial or acknowledge accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Did not take ownership — shifted responsibility to customer to buy replacement instead of diagnosing or initiating RMA process.
O2 Not Met Proactive follow-through conf 93%
No specific next steps, timelines, or follow-up commitments; only vague suggestion to 'buy a new one'.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 87%
Failed to escalate or initiate RMA for a likely in-warranty hardware fault — a warranted escalation path was ignored.
E2 Not Met Escalation prep & handoff conf 86%
No escalation executed, so execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed despite customer frustration ('ridiculous'); only generic thanks at end.
X2 Not Met Tone & rapport conf 90%
Agent maintained detached tone and did not adjust pace or style to customer’s stress and confusion.
X3 Not Met Overall experience conf 95%
Customer repeated model/serial multiple times; agent did not streamline or use available information efficiently.
Call Transcript20 turns · 21 lines
Speaker 1
[silence] I, uh, yes, I have, um, a um, can't think what it's called, anyway.
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 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 products, paid support option may be available depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Darius. How can I assist you today?
00:00
Speaker 1
Well, it's a links extender for Wi-Fi, and this morning it was, you know, it gets warm because it's plugged into a wall, okay? That's understandable, but it was hot. And Spectrum, who is our provider, uh suggested that I call and see, uh if there is something wrong, or just what might be happening or something you could do to uh that I could test it out. .
01:00
Speaker 2
Let's see where I can be provided the serial number and the model number of your Linksys device.
01:00
Speaker 1
yes now the zero could be in the letter oh but I can't you know it just it looks like zero to me
02:00
Speaker 2
And got it. I'm almost here. Let me check. The details. All right. So, I'll repeat the serial number. ma'am and correct me if I'm wrong. The serial number that you provided to me is one six s-13p-6667270. Is this correct? Now, what's the model number, ma'am?
02:00
Speaker 1
500 shoot. I wrote that down: five, 006423. Oh, you're 16. S.
03:00
Speaker 2
Yes, mom. I wasn't abk to up any record for any data. I'm going to double check the serial number. I
03:00
Speaker 1
1-3, P is in Paul, zero, or possibly the letter O, 6-66, three sixes, 7-270. [silence] Yes, I do. Yes, it's five. Okay, five, zero now.
04:00
Speaker 2
I just couldn't find that up here. OK. Let me look check. right, that's the um, I couldn't pull up any model number with regards to this. The model number, ma'am should start with letter with letters and numbers. Can you double check that one?
04:00
Speaker 1
Give you a number. It's 1491. Eight Tech. Two. She, I didn't write this one down. 149. Oh, honestly, I need to probably hang up and call again. 1491 82 82 and it ends looks like six. Five- 64 see Iro all these things are so small. Okay. That do you have you wanted the model number, right? Or something along that line. I got my
06:00
Speaker 2
Can you see there the Lynx's name, ma'am? Can you see? [silence] Can you see?
06:00
Speaker 1
The name. links us name. And there's an RE 6 700. Is that. Oh, okay. One thing, right. Okay, pardon me. Yes, when I've, I've unplugged it and plugged it back in, and it doesn't give me the blinking. cuz whatever happens, happens.
07:00
Speaker 2
[silence]
07:00
Speaker 1
hardly ever had to pull it out, just if my husband screws it up when he raises a shade. So, you know, it's been working. I just don't know. Where's my computer? What? What is what? The light, okay. Let me find a plug in that I can get to. This is ridiculous. Absolutely ridiculous. 10 million plugs and I can't find one to plug into. Okay, now, come on.
08:00
Speaker 2
But when you plug it in, what's the light status? What's the light of this device? What's the light color? One. Yes. Typically, it's blue.
08:00
Speaker 1
Okay. I I've plugged it in and there's no lights at all. No response. Okay. Okay, okay, well, that's kind what they told me to expect. So, um, do you can I buy one from you or do I just go like to uh, where I usually go? Yeah. Okay. Well, yeah, as long as I need to know that that's the problem, I need to get a new one. I I'll know where to go. I just can't tell you there.
09:00
Speaker 2
All right. For that device, ma'am, if the light doesn't response after you plug it in, maybe there is a hardware issue with your device and I could suggest for you to purchase a new one. [silence] You need to purchase it or you can purchase it on the Amazon website and also you can try to check on your local stores. Because we don't sell [*laugh*] Linux device over the phone.
09:00
Speaker 1
this minute and don't ask me why. My brain just doesn't work well sometimes. All right, dear. Thank you very much. I appreciate your patience with me. Thank you. Bye. Thank you.
10:00
Speaker 2
Hmm, nice. All right. Thank you so much also man. Have a good one. You're welcome.
10:00