V2 Rubric Detail — e3f997f8-6449-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:26
Duration
5m 6s
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
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent directed customer to 'support.netgear.com', a competitor’s website, which constitutes a critical failure under Fraud (D) or Non-Adherence to Brand Policy. This is a confirmed material error with reputational risk.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-28.0)

V2 Grader Summary

Despite demonstrating ownership, empathy, and continuity, the agent failed to perform any troubleshooting, violated protocol by offering replacement without triage, and committed a critical error by referring the customer to a competitor’s support site. No resolution was achieved, and the interaction contains a confirmed auto-zero violation.

V1 Case Analysis

Follow-up call regarding a non-functional device and replacement request. Agent did not collect product model/serial or verify warranty. Incorrectly cited 'support.netgear.com'. Scheduled callback for remote troubleshooting but no concrete steps taken. No case number referenced.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect product model, serial number, or verify warranty status despite discussing replacement/refund.
  • Agent incorrectly cited 'support.netgear.com' as the official support website — a severe accuracy and brand error.
  • No troubleshooting steps were performed or documented.
  • No case number was referenced despite prior case/email context, violating case management protocol.
  • Callback was scheduled, but no concrete technical or operational progress was made during the call.
Positive Highlights
  • Agent acknowledged customer frustration and maintained a calm, empathetic tone.
  • Callback window was confirmed with flexibility (6:30–7:00 PM, extendable), showing customer-centric scheduling.
Agent Errors / Gaps
  • Failed to collect product model, serial number, or verify warranty status — a critical protocol failure for a replacement/refund discussion.
  • Provided materially incorrect technical information by directing the customer to 'support.netgear.com' — a severe accuracy error that could mislead the customer.
  • Did not reference or cite a HappyFox case number despite prior case/email context — a case management failure.
  • Performed zero troubleshooting steps despite offering two support paths — no value delivered to the customer.
  • Ended the call without confirming next steps beyond a vague callback, offering no self-help path, KB article, or email follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent mentions replacement or refund is possible 'as long as' conditions are met but never confirms it, resolves the issue, or executes any outcome; call ends with only a callback scheduled.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps are performed; agent skips triage and jumps directly to scheduling a remote session and potential firmware load without diagnosing the issue.
R3 Not Met Correct resolution path conf 96%
Agent offers replacement without verifying model/serial, warranty status, or confirming a hardware defect—violating RMA protocol; no proper resolution path followed.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent does not identify the symptom, ask diagnostic questions, or determine root cause; entire interaction lacks diagnostic process.
T2 Not Applicable Appropriate tools / resources used conf 95%
No troubleshooting was attempted, so tool usage (e.g., remote access, logs, KB) cannot be assessed for appropriateness.
T3 Not Met No misinformation conf 98%
Agent incorrectly states the support website is 'support.netgear.com'—a competitor’s site—and suggests unauthorized third-party remote software.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent sets a callback window and references prior case, but fails to explain what 'isolation steps' entail or how the remote session will proceed.
C2 Met Confirmed understanding conf 94%
Agent uses plain language, confirms understanding of callback time, and adapts to customer’s emotional state without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case, does not transfer, references prior escalation and email, and commits to a callback without deflecting responsibility.
O2 Met Proactive follow-through conf 98%
Clear callback timeframe (6:30–7:00 PM CT) is set with flexibility; agent documents and confirms next steps with customer.
O3 Met Closure confirmation conf 95%
Agent references prior email, case history, and previous discussion about escalation and firmware, showing continuity of care.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurs during this touch, and none is warranted at this point since the agent is following up on a prior escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No new escalation is executed in this interaction, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent acknowledges customer frustration: 'I understand your frustration... I’ll also be on the same page,' showing empathy and professionalism.
X2 Met Tone & rapport conf 96%
Agent remains calm and composed despite customer’s profanity and emotional outburst, maintaining a supportive tone.
X3 Met Overall experience conf 95%
Agent avoids asking for repeated information, references prior case, and consolidates next steps into a single callback, minimizing customer effort.
Call Transcript8 turns · 9 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 assurance team. May I speak with Peter? Hello Peter, thank you for answering my call. Can you hear me okay on the line? Thank you. Uh by the way, this call is recorded for quality assurance purposes. Peter, I'm here to do a follow-up regarding our case. And I hope you read the email that I sent to you last time because I know that uh on our last uh conversation, you decided to request for a replacement. And uh I escalated it to our higher management and I already got the feedback and uh we can honor the replacement or refund as long as
00:00
Speaker 2
And he started to speak. Yes, it's here, the OK.
00:00
Speaker 1
[KEEP_UNCERTAIN] [ silence ] - properly documented the steps. And since we have a new firmware theater, the one that I have discussed with you last time, I was advised that we will load the latest software because this may resolve the issue that you're having. Okay. Thank you so much. But um may I ask is this actually the the purpose only for the remote access as what we discussed last time is for us to have convenience. But uh but we had two options as I provided to you last time we can either do it like on our regular troubleshooting like I'll be the one to provide you steps and you follow my lead so that we can do it together. Or the second option is the one that uh I'll be using a third party software so it's not from Linksys but it enables me the access your computer of course with your permission and you told me a
01:00
Speaker 2
[KEEP_UNCERTAIN] okay, it's insane, i don't know, so what, do you is it required for you to log on my computer again?
01:00
Speaker 1
Okay. Okay. Okay, no worries. Okay. 6 30 to 7, okay? Thank you. Uh, yeah. Okay. Mh. No, wait. No, wait. [KEEP_UNCERTAIN] Okay. Yes, thank you. Thank you for, yeah, thank you for the information. So, uh, that will be uh, 6:30 to 7:00. And, by the way, just in case that I'm not able to call you in that particular time frame, because I I might still be engaged with another customer, is uh, more than 7:00 PM still okay with you? Just in case. I appreciate. Okay. Yeah. I appreciate that, okay? But don't worry. I I already took a a note of our callback time frame, uh, from 6:00 to 7:00 PM, central time, but just in case, okay, I appreciate that. So, uh, I'll make sure that I'll, uh,
02:00
Speaker 2
Would you do that f*** for me? [silence] Yeah, yeah. [silence] You would be fine. [silence] You would be fine. [silence] Even [silence] even after 6:00, if you do I can do that too. [silence] It's just uh it's [silence] you know, I have to [silence] just take myself upstairs and [silence] yeah, even if you call after 6:00, anytime tonight, it's fine. [silence] Yeah, 6 to [silence] 6 to 8, 6 to 9, it's fine. [silence] I believe you're in a different time zone. [silence] Hi, I appreciate it. [silence]
03:00
Speaker 1
I'll be able to finish my call with another customer, okay? So, uh, thank you again for answering my call, Peter. So, uh, that should be our isolation steps, okay? Uh, don't worry. Uh, if you're able to make it work, then that's great. And if it doesn't work, then at least we already know what to do next, okay? To move forward to the replacement. Well, no worries, no worries. I understand your frustration. Even me. If I'm having a device that I don't understand is not working, I'll also be on the same page, okay? And thank you for your cooperation, though, okay? So, Peter, thank you again for answering my call. My name again is Eric, your level two technician, and our website's support.netgear.com. Have a great day to you, Peter, and talk to you later. You're welcome. Goodbye for now. [silence]
04:00
Speaker 2
all right. Oh. That's fine. Forgive me for my temper. Sometimes. But you know, I appreciate it. All right, thank you, Eric.
04:00