V2 Rubric Detail — daafc0c8-819a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 04:49
Duration
11m 11s
Contact
+66634845637
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00137583
Support Country
Other / Unmapped
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Defective switch
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). 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

Resolution2.19/5
Technical2.50/5
Communication0.00/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall37.6% (-8.4)

V2 Grader Summary

The agent correctly identified a hardware defect and initiated a replacement ticket (R3 Met, E1 Met), but failed to perform any troubleshooting (R2 Not Met, T1 Not Met) or provide clear next steps (O2 Not Met). Communication was disorganized and unempathetic (C1, C2, X1, X2, X3 Not Met), resulting in an ownership gap despite moving toward resolution. No critical failures triggered auto-zero.

V1 Case Analysis

Customer reported switch not powering on. Agent assumed defect without diagnostics, created ticket TE001T75A, and advised customer to provide ticket number to store. Issue unresolved; no troubleshooting or warranty verification performed.

Troubleshooting Steps
  • Requested power adapter input/output specifications
  • Asked customer to send photo of power adapter
  • Created support ticket TE001T75A
Key Observations
  • Agent assumed defect without performing any hardware-fault diagnostics (no power source verification, outlet test, LED inspection, or reset attempt).
  • No product model or serial number was collected, limiting support traceability and warranty verification.
  • Communication was disorganized, with repeated customer name clarification requests causing confusion.
  • Agent directed customer to provide ticket number to store without confirming warranty status or support eligibility.
  • No actionable troubleshooting steps were provided beyond requesting adapter specs and creating a ticket.
Positive Highlights
  • Maintained polite and professional tone throughout the call.
  • Created a support ticket (TE001T75A) and communicated it to the customer.
  • Sent follow-up email with ticket number, providing a paper trail for the customer.
Agent Errors / Gaps
  • Prematurely declared device defective without any hardware diagnostics.
  • Failed to collect product model or serial number, a critical protocol miss for warranty and RMA handling.
  • Did not follow Linksys hardware fault troubleshooting steps (no outlet test, LED check, power adapter verification, or reset).
  • Did not confirm warranty status or support eligibility before directing customer to store.
  • Provided no actionable troubleshooting steps beyond requesting adapter specs and creating a ticket.
  • Repeatedly asked for customer name clarification, causing confusion and inefficiency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent issued a ticket number for replacement but did not confirm shipment, RMA process, or final resolution with the customer.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed (e.g., power outlet check, LED status, reset); agent immediately concluded defect without diagnostic questions.
R3 Met Correct resolution path conf 85%
Agent correctly identified hardware failure and pursued replacement path, aligning with policy for confirmed defective units.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic sequence followed; skipped fundamental checks (power source, LED, cable) and assumed defect prematurely.
T2 Not Applicable Appropriate tools / resources used conf 80%
No external tools (remote session, logs, dashboards) were needed or used; interaction consisted of verbal exchange and email.
T3 Met No misinformation conf 90%
All provided information (request for adapter specs, ticket number, replacement path) was factually correct and consistent with support policy.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no opening frame, frequent filler words ('uh', 'yeah'), abrupt transitions, and poor control of flow.
C2 Not Met Confirmed understanding conf 90%
Agent used fragmented, unclear language; did not adapt to customer confusion or confirm understanding at any point.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and initiated replacement process but did not verify completion of the resolution path or follow through.
O2 Not Met Proactive follow-through conf 95%
No timeline or next steps provided (e.g., when adapter arrives, how to track); customer left without clear expectations.
O3 Not Applicable Closure confirmation conf 90%
This was the first interaction; no prior case history referenced or available.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was correct — agent handled a hardware defect case appropriately by initiating replacement.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted — replacement is L2/L3 action, not escalation to higher tier.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy expressed; no acknowledgment of customer frustration, inconvenience, or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pacing despite customer confusion and repeated attempts to clarify; remained disjointed.
X3 Not Met Overall experience conf 95%
Customer had to resend photo, repeat name details, and wait for unconfirmed email delivery — avoidable repetition and delays.
Call Transcript14 turns · 17 lines
Speaker 1
Hello, ma'am. This is Paul from Linksys customers assurance team. May I speak to, oh hello, sir. Yeah, Paul again from Linksys. Okay, yeah, I received your video, sir. And it seems that uh yeah, the switch is not uh turning on. Okay, so at this point, sir, we can confirm that the device is actually defective. Okay, so just for our record purposes sir, can you read to me, sir, the power adapter specification that is uh printed on the power adapter? Like the power adapter specification. Yes. Yes, the power adapter specification. Just the output and input. Yeah. Hmm.
00:00
Speaker 2
[silence] get off oh okay Paul can I and put you up can you yeah okay uh huh okay uh huh okay oh okay you you you mean um the detail of adapter LSN where you mean the detail okay I see I got it I got it okay uh huh okay I see Paul uh you can call me by um uh uh the number uh uh of my uh uh signature let me see you you can call me uh
00:00
Speaker 1
so I will yeah so the 8,66471212 OK so I will code yes I received the picture the picture OK so actually sir for this one we can actually yeah is your device is actually that definit is check yeah we need to have like that that information and by the way, sir, for the replacement process of your region.
01:00
Speaker 2
This number is Kimber, not me. Do you understand? Okay. You can call. You see where the number is? Okay. Are you current... yeah, yeah, that's right. Yeah. Yeah. That's right. That's it. That's right. That is my number. Okay. No, from then. Okay. Okay. No from then. Thank you. Okay. I will take a photo for you right now. What would. I would like to whip thing whip thing right now if you take right now and reply email to you. Are you okay? Okay. Peace. Please. Okay. Okay, just just here. Okay. Well, You know, uh huh. Okay. Uh huh. Okay, I think, uh, I have a my photo. You are ready, okay. Okay please go under for it. Um, okay. Keep hold on the phone. Say I, I will say the picture to you right now. picture. Uh, it will incoming. about one minute. Keep on. Keep on the phone. Okay. [silence] Okay, I'm sorry. How'd that sound? All I see is gray. All I see is gray. My Speaker 2: Yeah, All right, I'm taking it now. And hampered. Okay.
01:00
Speaker 1
Yeah, just the what it goes to output and input. Like the voltage and just the amperes. Yeah, to the email. Okay. Yeah. Yeah, let me, dwell check, sir. And by the way, I will provide you that ticket number. Yeah. For this case, though you can provide this ticket number to the store. Okay, so it's Oh, yeah, sure. Yeah, sure. Yeah, I can. I can. Hold on, okay. Yeah, again, I can lie to the email. Oh, give me a moment, sir. That's okay. I replied to your to the email.
04:00
Speaker 2
Oh, I'll have to do it. Let's see. Yeah. Uh-uh. Yeah. All right. All right. I'm sending the mail right now. Could you check the email? Uh-huh. Okay. Can--- can you reply the email with the with the ticket number? Uh-huh. Okay. Thank you. Did you receive it? Did you receive it? Uh-huh. [silence]
04:00
Speaker 1
I haven't let's have a received yet leave me. And something all hold on, let me compose the email.
05:00
Speaker 2
Yeah, yeah, yeah, I got it. Yeah. The picture is here, or not? Okay. Okay, and... Yep. And then I received the new adapter.
06:00
Speaker 1
[KEEP_UNCERTAIN] Okay. I guess I got it all right, thank you. Okay, so what name sir should I input to this ticket, sir. Yeah, what whose name do I have to use for this ticket? Is it uh your name Pat stepped or Jinda Porn? Yeah, please confirm. We have to name this on Jinda Porn or Pat stepped? Yeah, whose name sir I will be using for this ticket. Yeah, do I have name to name this one, sir? Or do have to use Pat stepped be or Jinda Porn for the name of this ticket? Yes, is it Pat? Yes, sir. Can you confirm, sir? Yeah, which name?
07:00
Speaker 2
When When when will I receive the adapter? OK. OK. OK. Yeah. OK. OK. thank you. OK. I think, but it's up.
07:00
Speaker 1
Okay, I'm sorry, I cannot, it, that, that ticket, okay, the ticket, I hold on, I hold on, sorry, I mean it that it, they did this one. Okay sir, so here's your ticket number. Uh, what'd I say, did you receive the email sir? I just sent you via email. Yeah, the ticket number. Oh, you receive it, okay, good, yeah, so just provide the ticket number, sir.
09:00
Speaker 2
Okay yesterday I transferred the ticket number TE zero zero 1 T75A
09:00
Speaker 1
0, yeah, yeah, 58 against. And you can. OK, so you can just use the ticket number two. You're welcome, sir. And once again, my name is Paul from tech support. Hope you have a great day. Bye bye. Bye bye.
10:00
Speaker 2
ah, okay. I I yeah, yeah, I got it. I got it. Okay, okay. Thank you. Thank you. Yeah, yeah. I do. Okay. You think you Okay, see you. Thank you. Bye-bye. Bye-bye.
10:00