V2 Rubric Detail — ce77c058-757e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 18:58
Duration
7m 26s
Contact
Jimmy Ellis
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
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

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership3.21/5
Escalation4.00/5
Customer Exp1.79/5
Overall43.7% (-12.3)

V2 Grader Summary

The agent escalated the case to second‑level support and gave a ticket number but performed no troubleshooting, did not verify warranty, and offered minimal empathy. While escalation was a reasonable path for a defective power cord, the lack of diagnostic steps and extra effort required from the customer resulted in a partial‑ownership, partially‑effective interaction.

V1 Case Analysis

Customer reports defective power cord on Linksys mesh node; escalated to second-level support (ticket T-E00134557). Contact info captured. No model/serial/warranty verification or troubleshooting performed.

Troubleshooting Steps
  • Collected customer name, email, and phone number
  • Provided ticket number T-E00134557
  • Confirmed case was escalated to second-level support
Key Observations
  • Agent did not collect or verify product model, serial number, or warranty status before escalation.
  • No troubleshooting steps were performed to confirm the hardware fault (e.g., checking LED, testing power source, or inspecting cable).
  • Agent correctly escalated the case and provided a ticket number, maintaining basic case management.
  • Customer frustration was acknowledged but not fully empathized with; agent remained neutral.
  • Call flow was linear and avoided loops, but lacked diagnostic depth.
  • No technical inaccuracies were found in the agent's instructions per the KB.
Positive Highlights
  • Accurately captured customer name, email, and phone number (02:00, 03:00).
  • Provided a clear and correctly formatted ticket number (T-E00134557) for customer reference (06:00).
  • Confirmed that the case was already escalated to second-level support (04:00, 05:00).
  • Maintained a calm and professional tone despite customer frustration.
  • Avoided unnecessary loops or repeated questions, keeping the call focused.
  • Technical advice given was accurate and aligned with the KB.
Agent Errors / Gaps
  • Failed to collect product model number, which is required for warranty and replacement validation.
  • Failed to collect serial number, which is necessary for RMA and support eligibility.
  • Did not verify whether the device is under warranty or eligible for replacement.
  • No attempt to troubleshoot the hardware issue (e.g., checking if the node powers on, testing with another cord, or inspecting physical damage).
  • Did not confirm if the issue was with the power cord or the node itself.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the power cord issue; only provided a ticket number and stated second-level support would call back.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent did not verify the power cord, check warranty, or attempt any fix before escalating.
R3 Partially Met Correct resolution path conf 93%
Agent chose to escalate, which is appropriate for a hardware defect, but did not first verify warranty status or attempt basic troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (bad power cord) and asked for purchase date, but did not ask further diagnostic questions or narrow the cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (warranty lookup, order system, remote session) were used even though they would be relevant to verify the defect and eligibility for replacement.
T3 Met No misinformation conf 99%
All information given (ticket number, escalation statement) was factually correct; no inaccurate technical guidance was provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent kept the call moving and provided a ticket number, but did not set clear expectations for when the callback would occur or summarize next steps.
C2 Partially Met Confirmed understanding conf 88%
Language was simple and polite, but the agent did not acknowledge the customer’s frustration or adjust tone to match the heightened emotion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership of creating a ticket and promised a callback, yet did not attempt any resolution themselves and relied entirely on escalation.
O2 Partially Met Proactive follow-through conf 91%
Next step (second-level tech will call) was stated, but no timeline was given and the agent asked the customer to write down the ticket number, adding effort.
O3 Met Closure confirmation conf 93%
Agent referenced an existing case that had already been escalated, showing use of prior history rather than treating the call as a brand‑new issue.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Escalation to second‑level support was made after the agent determined they could not replace the power cord directly.
E2 Partially Met Escalation prep & handoff conf 88%
Agent provided the ticket number and told the customer a callback would occur, but gave an incorrect email address and did not give a clear callback timeframe.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said “I understand, sir,” but offered no genuine empathy for the customer’s repeated Amazon/Prime hassles.
X2 Partially Met Tone & rapport conf 86%
Agent remained polite but did not fully match the customer’s frustrated tone or probe for additional concerns.
X3 Not Met Overall experience conf 94%
Agent asked the customer to get a pen and paper to write down the ticket number, creating unnecessary extra effort.
Call Transcript12 turns · 14 lines
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yes sir, I just got uh three of your notes and uh you guys and I I wanna strongly just approve of my the way that I uh I've got a purchase for years, I've always bought your guys', uh, uh, products direct. But since, uh, I bought it through Amazon, you guys made me go through Amazon, that's been a nightmare. And I just, yeah, I, uh, to deal with them, then go through them, then you have problems and all that. I never had such a, an ordeal. And I guarantee, I ain't gonna do this again. Uh, you gotta be able, uh, to buy it from you guys direct and then you wouldn't have these headaches. What you guys done here, and it ain't you hon. I mean, but what Linksys has done on this, this, this ain't cool. But the reports I got, I got through, uh, Amazon just a couple days ago with Well, I got a bad power cord. I got my internet system off the mother node and the other, and the other node, it works, but the power cord is bad. So I can't get it up because I got a bad power cord. For my nodes. Yeah. That's, that's the link nodes that I got. And I had linked, helped me with it, setting it up. My name is Jimmy Gerald Ellis. And my email address is JGEllis@bresnan.net.
00:00
Speaker 2
Okay, sir. So, what you wanted to do is ask for a new adapter.
02:00
Speaker 1
Phone number is 719-431-9101. It was within a few days ago through Amazon. And then it took uh it it took a few days for them to deliver it. And even that was a hassle. Because uh Prime or whatever, they came by and I was in the restroom. They didn't deliver it in a timely manner. And it just, that's what I was saying.
03:00
Speaker 2
Okay, sir, I was able to pull up a record, sir. Uh, when did you purchase this router again? [silence]
03:00
Speaker 1
To get something through Amazon is a nightmare and it's not cool. I've never had all this problem dealing with you guys directly and it should be like that. And I I wanna I wanna make a complaint that I wished it was like that again where I don't have to deal with three different people. You Amazon, then Prime. God, it's a nightmare. It's not right. And if we get disconnected, please call me back. [silence]
04:00
Speaker 2
I understand, sir. By the way, sir, yeah, the record I have here, um your record I have here, sir. The case was actually escalated to our second level support for validation. So Okay. Okay, this
04:00
Speaker 1
Co damu man.
05:00
Speaker 2
okay yes sir yes sir actually sir yes I mentioned this is already an escalated case so the second level support technician sir will be calling you back so they will be the one to call you instead of um you calling us okay uh how about this sir yes yes sir how about this sir let me provide you your ticket number for your reference do you have a pen and a paper uh? Okay, just to confirm, sir, your name is Jimmy Ellis, right? Okay, and your email address is JCG Ellis@resnon.net. Okay. Yes.
05:00
Speaker 1
Yes. Well, now wait, wait a minute. It's P is it is P or T? Okay. Okay, I got it. T-00134%5. Is that it? Okay. [ silence ]
06:00
Speaker 2
So, your ticket number sir, uh, the, the, can you take note? It's T-E, Tango Echo. It's T sir, T for Tango, T for Tom. Okay, and zero zero. T.E. zero zero, one, three, four. Five, five, seven. Yes, yes sir, that's your ticket number, sir. So, please wait for their call, sir. Yeah, they will be the one to call you, sir.
06:00
Speaker 1
Okay. All right. Thank you. [silence]
07:00
Speaker 2
your phone number, okay? okay you're welcome, sir. happy, have a good day. please stay safe. um, bye bye, sir. silence] silence]
07:00