V2 Rubric Detail — d6de69c2-7ba5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 14:52
Duration
20m 5s
Contact
Robert Storey
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136495
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Does not turn on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
Escalation4.00/5
Customer Exp1.79/5
Overall66.9% (+20.9)

V2 Grader Summary

The agent correctly identified a hardware failure on an in-warranty MX4200 and initiated the RMA process after appropriate L1 troubleshooting, but resolution was pending customer action (resending receipt). Communication had structural issues (unclear hold updates) and failed to adapt to language barriers, while customer effort was increased by requesting already-provided documentation. The escalation decision was valid and well-executed.

V1 Case Analysis

Customer reports MX4200 node has no power or LED. Agent confirmed hardware fault symptoms, advised reset (no response), and instructed customer to reply to a follow-up email with valid purchase receipt for warranty replacement processing.

Troubleshooting Steps
  • Verified power outlet and cable changes
  • Instructed to hold reset button for 15–20 seconds
  • Confirmed no LED response after reset
Key Observations
  • Agent suggested checking Wi-Fi SSID at [07:00], which is irrelevant for a no-power condition and reflects a misdiagnosis.
  • Agent placed customer on hold for extended periods (5+ minutes) without progress updates, reducing efficiency.
  • No serial number was collected, which is a protocol gap for warranty validation and case documentation.
  • Agent correctly identified the issue as likely hardware-related and confirmed warranty eligibility.
  • Agent established a valid next step by initiating the RMA process pending receipt, providing a concrete path forward.
Positive Highlights
  • Correctly recognized that the device is under warranty based on 2023 purchase date, aligning with Linksys policy.
  • Escalated internally to a hardware technician, indicating appropriate escalation for suspected hardware failure.
  • Provided a clear next step: sending an email with instructions for submitting a valid receipt to process the warranty replacement.
  • Maintained case continuity by referencing the existing ticket number (LTS 136495).
Agent Errors / Gaps
  • Suggested checking the default Wi-Fi SSID at [07:00], which is not applicable when the device has no power and cannot broadcast a signal.
  • Failed to collect the device serial number, which is required for warranty validation and proper case handling.
  • Placed the customer on extended holds without providing status updates or managing expectations.
  • Did not acknowledge or de-escalate the customer's frustration when they expressed difficulty understanding the agent's English at [03:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed hardware failure and warranty eligibility but did not complete the replacement process; resolution pending customer submission of receipt (email instructions sent).
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed basic troubleshooting (power check, 15-20s reset hold) but skipped deeper diagnostics (power adapter verification, testing with known-good unit).
R3 Met Correct resolution path conf 97%
Agent correctly identified hardware failure, confirmed MX4200 is under warranty (purchased 2023), and set path toward RMA — appropriate for the situation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no power/light) and asked about reset button, but did not probe root cause (e.g., power adapter failure) with sufficient depth.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (logs, remote access) were required; agent used correct physical troubleshooting (reset hold) appropriate for dead-unit scenario.
T3 Met No misinformation conf 98%
Instructions to hold reset 15-20s and requirement for original receipt align with KB; no technically inaccurate advice given.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent placed customer on hold twice (2min, then 5min) without clear interim updates or expected durations; transitions lacked structure.
C2 Partially Met Confirmed understanding conf 85%
Agent used confusing phrasing ('It's an awesome show') and did not adapt to customer's stated language difficulties; attempted repetition but did not confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, consulted a hardware technician without transferring, and did not deflect responsibility.
O2 Partially Met Proactive follow-through conf 88%
Agent stated an email would be sent but did not specify timeline or follow-up owner; promise of email lacked concrete details despite customer frustration.
O3 Met Closure confirmation conf 97%
Agent referenced prior ticket (LTS 136495) and email exchange, demonstrating case continuity and avoiding repetition of documented information.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation to hardware technician and RMA process was triggered after confirming failure and warranty — valid trigger and correct L1 decision.
E2 Partially Met Escalation prep & handoff conf 88%
Customer was informed of next steps (email with instructions) but not given full escalation details (e.g., case owner, expected resolution time).
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for hold time but did not explicitly acknowledge customer's frustration about repeated contacts or prior efforts.
X2 Partially Met Tone & rapport conf 85%
Agent maintained pace but failed to adjust communication for customer's reported difficulty understanding English; instructions remained unclear at times.
X3 Not Met Overall experience conf 90%
Customer was asked to resend receipt despite agent having access to prior correspondence (ticket LTS 136495) — added unnecessary repetition and effort.
Call Transcript28 turns · 30 lines
Speaker 1
I'm just uh returning a call or an email I have an email from you that says to call back this afternoon my ticket number is LTS uh 136495 I'm hearing you hello I can't hear you John what'd you say okay the ticket number is LTS uh 01
00:00
Speaker 2
Welcome to LinksSupport. To ensure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling LinksSupport. This is Ice. How can I help you? hello sir. Hello. sir. Hello sir. I cannot hear you. hello. Hello. Yes. Oh, sir, your voice fades a while ago. Can you repeat again? Yes, I didn't hear you clearly because your voice fades out.
00:00
Speaker 1
364 95.00136495. That's me. That's me. Well, I sent you the information the guy asked for. My MX 4200 failed a couple of weeks ago. I lost all my internet. And I, because I used your MX 4200 as the router. So I have three of them. So I have a mesh network here. So I put another 4200 as my router. But the [ silence ]
01:00
Speaker 2
LTS Is it, uh your name Robert? Sorry. And your calling because
01:00
Speaker 1
I have got one that failed I cannot get any light out of it there's no power so I talked to a guy this morning and he wanted a copy of the invoice, which I've emailed to you. And he asked me to call back this afternoon, which I am doing. Hello? What did you say? Yes, I have I have. No. It's not what he's asked me again as a PDF, so I did it just an email as I said on it, it's client confidential, that's it's an email to me from Amazon confirming my purchase.
02:00
Speaker 2
Yes, I, so you've sent the receipt and, so you've already sent the receipt and I think the, Yeah, and the previous agent replied to your email.
02:00
Speaker 1
But what I want to know from Linksys is what I have to do to make this unit work again because it just lost all power and I lost my internet. The other two MX4200s that I bought at the same time are working fine. I'm sorry, what did you say? I don't understand your English. I'm struggling with your English. correct the MX4200. but the serial number that I gave the guy this morning does not work. I want to I want to know what to do to make it work.
03:00
Speaker 2
[silence] All right, so your Linksys router still doesn't turn on. [silence] All right. [silence] Uh, is it on?
03:00
Speaker 1
It is. I've tried several different cables, and I've tried several different outlets, and there's no light on it.
04:00
Speaker 2
Already plugged into a power outlet? All right, uh let me check first the details of your record with the previous agent, Robert Uh I'll put you on hold for two minutes, okay? You're welcome. [silence] Hello Robert. Yeah, thank you for patiently waiting. Uh so you ordered the lens Broad ROR on November 17th, 2023. So I uh as well as the for the for
04:00
Speaker 1
I just want to say something, I'm not clearing warranty or anything, I just want to find out if I can make it work. [silence] The name is _vlap-setup 19 D. So, _vlap-setup 19 D for Donald. [silence] Yeah, I can. I'm on the phone now.
07:00
Speaker 2
Okay, so since you're already plugged into a power outlet and the light still doesn't turn on, can you check at the bottom of your Lynkys router, it's Wi-Fi name, the default Wi-Fi name? Okay, do you see that? Can you go to your phone's settings and click on your phone's Wi-Fi network and check on the list of available Wi-Fi network if you can see that Wi-Fi name?
07:00
Speaker 1
Um, just a minute, let me. Yeah, I can do that. I can do it on my laptop. Uh, Just a minute. Oops. That is not showing. Show underneath, underneath the unit you mean. Okay.
08:00
Speaker 2
It's an awesome show. All right. Can you turn off the power switch of your MX 4200? That router? That node that doesn't turn on. Can you turn off its power switch and then turn it back on? The node that doesn't turn on? The problematic node.
08:00
Speaker 1
Okay, I've just turned it off. Yep. No, no, I've done all this before. I've tried every sequence of resets. On-off resets, changing the plug, changing the socket, and nothing, the light doesn't show. Why you? Yes, yes, that's the one I'm using. And I've tried other, I've tried other ones. I swapped it with my existing, uh with with with my 4200s that work and this one still does not work. [silence]
09:00
Speaker 2
And then turn it back on. Uh, does it have a light or no? Still doesn't. Hmm. Uh, what power cord adapter are you using? Is it the one that's provided to you by the the Linksys box, the one that's in the box when you purchase that Mhm Mhm.
09:00
Speaker 1
Hey Yep. doing it right as we speak how long do you want me to hold the reset button for? Yep, I've done all this before no nothing at all I'm still holding the reset button and there's nothing I've been on I've been on this for with you
10:00
Speaker 2
It doesn't work. It doesn't work. I can you try again to press and hold its reset button? Oh, just hold it hold it for 15 to 20 seconds and check. Yeah And check if there's a light, if it's LED would blink. Nothing, no all right. I'll put you on hold for another five minutes, Robert. I'll consult first with another technician, okay, with regards to your router.
10:00
Speaker 1
for nearly 12 minutes, I call you back, okay, okay, thank you.
11:00
Speaker 2
Mm-hmm. I'll put you on hold for five minutes. I'll consult first with a higher technician, what to do for any troubleshooting steps. If it still doesn't work, then I'll give you some other resolution, okay? You're welcome.
11:00
Speaker 1
Hello? Hello? Yeah. Yeah. Already, I've already sent you that. So that's the that's the that's the invoice because my card details are on it. That's the invoice young lady. That's the invoice my card details are on it. Jesus. Yeah.
16:00
Speaker 2
Yes. Order. Hello, Robert. Thank you for patiently waiting. and I'm sorry for putting you on hold because I was consulting with a hardware technician and I just sent you an email on how to send the proper order or invoice that we need because once we get that invoice, it will be directed to someone who will handle your case for further assistance if necessary.
17:00
Speaker 1
No, I'll send it, I'll send it to you right now. I'm looking at it. You know, I've just got into my Amazon account and I can send it to you. It's very easy to do. But this thing is, um, it's great. It's right here. Try it again. View your item, view my item. So, do you want me to send you that? It just says it was purchased on, November 23rd. [silence]
18:00
Speaker 2
[DOWNWEIGHT] I'm gonna try to go for a replacement, but to go for a replacement, we need uh the a validation from the receipt. So I'll just send you an email on how toYes, But that's not the the information that we need there's something that we need for the agent to handle your request for replacement so that we can process a replacement if the receipt
18:00
Speaker 1
Okay, I'm, I'm, I'm in, I made my orders. All right, send me another email and I'll reply to that. Thank you. Thank you. Bye. Gotcha. Yeah. So I'm trying to Call you back again. [silence]
19:00
Speaker 2
is validated. there is a proper way to send the specific details for the router. it's already good, so you don't have to worry because your router is still in warranty since you purchased it on 2023. So, it is still in warranty, so you don't have to worry. it's just that we need specific details that the technician request to validate your warranty of your receipt. I'll just send you another email. and reply to that. You're welcome. So, once you reply on that okay, uh, you can call us back again because your product is still in warranty. We will still provide you support. Okay?
19:00
Speaker 1
Okay, thank you. Thank you.
20:00
Speaker 2
Yes. You're welcome. Thank you again, Robert.
20:00