V2 Rubric Detail — e2f4f5e6-6912-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:35
Duration
7m 13s
Contact
Peter Cisek
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall5.9% (-14.1)

V2 Grader Summary

The agent failed to perform required triage, skipped technical diagnosis, and denied warranty replacement without verifying the defect or model/serial, violating RMA protocol. No empathy, ownership, or next steps were provided despite clear customer frustration, resulting in an unresolved case with poor experience.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent denied replacement due to expired warranty without confirming defect or offering alternative resolution; issue unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps (reboot, LED check, firmware) performed; stayed on receipt verification only.
R3 Not Met Correct resolution path conf 85%
Agent skipped required triage (power cycle, factory reset, model/serial verification) before denying RMA, violating protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No symptom identification or diagnostic questions asked; root cause not determined.
T2 Not Met Appropriate tools / resources used conf 85%
No use of tools (admin UI, warranty lookup, remote session) to verify node status or warranty eligibility.
T3 Partially Met No misinformation conf 75%
Correctly stated three-year warranty, but failed to apply RMA protocol or provide accurate next steps.
Communication
C1 Not Met Clear & professional language conf 85%
No clear framing or structure; long silences and abrupt shifts in topic; lost call control.
C2 Not Met Confirmed understanding conf 90%
Used procedural language without adapting to customer’s frustration or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership; offered no solution path and abandoned case after denial.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments provided to customer.
O3 Partially Met Closure confirmation conf 70%
Referenced prior ticket ID and receipts, but re-asked for details already provided.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Customer expressed frustration and repeated contact; escalation warranted but not performed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed during the call.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; responded with policy-only language despite customer’s anger and fatigue.
X2 Not Met Tone & rapport conf 90%
Failed to adjust tone or pace to match customer’s urgency and emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated receipt details; agent created unnecessary friction by not using available data efficiently.
Call Transcript11 turns · 12 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for Quality Assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys Customer Service Team. May I speak with Peter Dysack, please? This is Peter. Is it okay for you to call? I'm actually on my system right now. Okay. can you hear me okay? I can hear you fine. Okay. I have your account. Thank you for purchasing a Linksys product. So I received multiple receipts from you. Okay. Could you please confirm if I have the correct information on file? So just to make sure, since you have five nodes in total, I have here three receipts from Amazon. So, when you first purchased your MX8500, was it for, like, three nodes at first or just two nodes?
00:00
Speaker 2
Cool. yes Sir. I have yes and I know the conversation is recorded. did you receive all information required to follow up? [silence] it's not I want to share the [silence]
00:00
Speaker 1
Yes, actually.
01:00
Speaker 2
Do you have a valid receipt for the item I want to replace? Don't even to rise my personal belongings. How many I have? I should have this is the receipt. I purchased that knob from Amazon and I want claim warranty based on that receipt. [silence] Listen, I,t I'm not going to provide any more information. This is more as enough. you have.
01:00
Speaker 1
Okay. So uh, if we're going to base that based on your ticket ID here, then your node that's not being added is part of your initial device that you purchased. Okay? So if it's initial, then that will be the June 1 of 2023. That's the reason why we're going to verify, because I know that when you purchase another node, okay, that was there's June 12 of 2024. Yeah, I understand the one that you've you've added nodes, okay? And those are the June 12 2024 and June 13 of 2024. So those are two nodes.
02:00
Speaker 2
yes listen this is the last one i purchased the the the youngest one the the the oldest invoice okay okay
02:00
Speaker 1
Okay. So the June 1 2023 it's also labeled as one node and I cannot like correlate the actual receipt with actual node if you purchase one code one repeat because there are we have other nodes here that are bundle it like two pack or three pack nodes. All of the three receipts that you provided are valid receipts. And the one that we need to, okay, uh, Peter? That's the reason why I'm calling back, because I really consulted this one with, uh, my supervisor. And if that notes that. Thank you.
03:00
Speaker 2
Okay, then please please provide a replacement for that faulting up, okay? And there is nothing I want to really talk about it. Listen, you you know that all warranty invite my personal time. I'm spending hours on the phone and don't lie to me this is the protocol is. It's not. I contact Amazon and they told me that's they they never hear about that. That's a short customer support and then replacement. You call me like fifth sixth time already. Are you going to replace that knob based on the document you have or not? [silence]
04:00
Speaker 1
Okay. Peter, if I'll base this June one of 2023 for that defective node that we deemed, then we cannot provide replacement for that. It has already expired because we have three-year hardware warranty. That's a reason why. Yes, I have the June 12th, 2024 and it has a particular order number and another one. But the one that was June one of 2023, this one, that's the one that we need to verify if this is the one that's for the defective node. Because based on the because based on our ticket, that's the one that you complained before. And it was just lately that you just purchase another node. So that's the reason we're asking for your help to verify. [silence]
05:00
Speaker 2
OK. Thank you. Why not? Do you? You hear? You know what you're talking about? You have 2024 receipt for the note, do you? OK. Yeah.
05:00
Speaker 1
Okay, so it was first to nodes then the 2 pack, then each node you purchased has each own receipt, so two plus three, so that reason is fine. Okay, so Oh
06:00