V2 Rubric Detail — e8a0c476-69a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:46
Duration
6m 33s
Contact
Mendy Shelsteaz
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#PR00133474
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device overheating
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent acknowledged a serious hardware fault (burning smell, melted unit) but performed no triage, offered no resolution path, and ended the call after requesting a receipt without setting next steps or follow-up.

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
Technical0.00/5
Communication2.50/5
Ownership1.43/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, initiate RMA, or provide technical guidance despite a confirmed safety-related hardware issue. The call ended prematurely with only a request for a receipt, demonstrating avoidance of responsibility. Case history was acknowledged, but no ownership, empathy, or next steps were provided, resulting in an unresolved outcome and a clear Avoidance/Evasion violation.

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 98%
Agent did not resolve the issue or provide any resolution path (RMA, repair, troubleshooting); call ended with only a request for receipt.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no LED check, no power test, no triage — despite a reported hardware fault.
R3 Not Met Correct resolution path conf 96%
Correct path for suspected hardware defect: verify warranty, perform triage, then initiate RMA. Agent skipped triage and did not confirm defect or warranty before asking for receipt.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent acknowledged burning smell but asked no diagnostic questions to isolate cause (e.g., power source, adapter, port damage).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not ask customer to check LED, inspect device, or access admin interface; relied solely on verbal report.
T3 Not Met No misinformation conf 96%
No technical guidance provided — no safety warning, no triage steps, no explanation of RMA process.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced himself and referenced prior ticket, but failed to set expectations or guide call to meaningful conclusion.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not adapt to customer’s distracted state (loading car) or confirm understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — no commitment to follow up, no case management, ended call after asking for receipt.
O2 Not Met Proactive follow-through conf 97%
No clear next steps communicated — did not specify who would do what, when, or how the customer would be contacted.
O3 Met Closure confirmation conf 94%
Referenced prior interaction with Level 1 agent Paul and customer’s ticket, showing awareness of case history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Hardware defect (burning smell, melted component) is a clear escalation trigger per protocol; agent failed to escalate or initiate RMA.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed for safety concern (burning smell) or inconvenience; interaction was transactional and abrupt.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone to customer’s on-the-go situation; continued without acknowledging distraction.
X3 Not Met Overall experience conf 94%
Customer left to independently locate and upload receipt; agent could have offered email submission or scheduled callback.
Call Transcript12 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. [ silence ] Hello. Hello man, this is Mark from the Linksys Level 2 tech team. This is a follow-up call regarding Link [ silence ] ticket. All right. So, yeah, I reviewed your ticket and this is an issue with one of the nodes. Um, you have a discussion with the Level 1 technician where, uh, it has a burning smell, um, it melted something. [ silence ] Now, uh, do you do you happen to still have the receipt of this unit when you bought it?
00:00
Speaker 2
Hello. Yeah. Yes. Um,
00:00
Speaker 1
Uh, hello, ma ma Hello Yes, man, I can hear you. so Ah, that's OK well Hey, I can hear you so I was I was asking if you still have the receipt when you bought the unit. It's OK. Awesome well did you read
01:00
Speaker 2
[silence] [silence] Hello. can you hear me? [silence] Hello. can you hear me? Okay, sorry, [silence] I'm putting uh bags of soil on the back of my car right now, so sorry. Can you hear me? Okay. [silence] So I bought it off of um Amazon from you guys. Uh so yeah, I do uh I will be able to get the receipt. That's fine. But uh like I said, [silence] I'm out and about right now putting bags [silence] um on the back of my car. Um but I can get that for you.
01:00
Speaker 1
I received the email that was initially sent by Paul. I think yesterday from Linksys customer support. So the email was sent to Seth Mama have S-E
02:00
Speaker 2
Uh, if it got sent today, um, I did not see an email from Paul. Hold on. I'm done loading that. Let me see if I can fill in. So, it should say something like, Lindsay's, right? So, I'm checking from yesterday. Let me try typing it in because I didn't see it. I was looking. [silence]
02:00
Speaker 1
Okay.
03:00
Speaker 2
Harrysassenamama23@gmail.com. So, yes, per the conversation I had with him yesterday, I explained to him that my son said it started making a weird noise and he could smell burning. And so he quick unplugged it and [silence]
04:00
Speaker 1
Got it.
05:00
Speaker 2
Okay. Okay. Okay. I got it. Okay. Okay. So then I just uh uh
05:00
Speaker 1
? Yes, that's right. Alright. Alright, well, thank you for the game. Bye-bye. Alright.
06:00
Speaker 2
like download the receipt upload the receipt and then you guys will contact me further? Okay. All right. Perfect. Sounds good. All right. Thank you. Bye. Oh, okay. Bye.
06:00