V2 Rubric Detail — ed0aee6e-6a98-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 22:07
Duration
20m 5s
Contact
Jimmy Ellis
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#GI00133837
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry_Presale
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: E1 Not Met and E2 Not Met: Customer explicitly requested a supervisor due to high emotional distress and unresolved issue, but agent failed to escalate — a critical failure under E1 (Not Met) and E2 (Not Met), triggering auto-zero for Avoidance/Evasion (B).

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.75/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The customer, a long-time loyal user facing health challenges, sought help purchasing an MBE7000 but was told Linksys doesn’t sell it and given no actionable path. Despite explicit requests for a supervisor and clear distress, the agent failed to escalate or provide resolution, resulting in an unresolved case with critical ownership and escalation failures.

V1 Case Analysis

Customer unable to purchase new Velop Pro 7 units from retailers; requested escalation to supervisor and complaint filing. Agent confirmed product unavailability, suggested alternatives, and promised management feedback but did not escalate. No case created.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided factually accurate information about Velop Pro 7 stock status and alternative models (NB7000 compatibility), aligning with KB guidance.
  • Customer explicitly requested escalation to a supervisor at [13:00] and to file a complaint, but agent only offered to forward feedback without transferring or creating a case.
  • No HappyFox case was created despite handling a high-priority customer complaint from a long-term user.
  • Agent expressed empathy and acknowledged customer frustration, maintaining a professional tone throughout.
  • Call ended without concrete resolution or actionable path forward, leaving the customer stranded.
Positive Highlights
  • Agent accurately confirmed that Linksys does not currently sell the Velop Pro 7 and that availability is managed by third-party retailers.
  • Suggested technically valid alternatives: NB7000 as a backward-compatible option and other Wi-Fi 7 brands.
  • Maintained a calm, empathetic, and professional tone despite customer frustration and emotional context (health challenges).
  • Correctly explained that Linksys does not control third-party retailer inventory or support.
Agent Errors / Gaps
  • Failure to escalate to a supervisor after explicit customer request, violating escalation protocol.
  • Did not create or reference a HappyFox case for a high-severity customer complaint.
  • Provided no actionable resolution or purchase assistance; only vague suggestions without follow-up mechanism.
  • Did not confirm or document customer contact details for follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer wanted to purchase MBE7000; agent offered no resolution path, only suggested other brands or stores. No sale, order, or backorder was facilitated.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting of availability was done; agent did not check internal inventory, offer to locate stock, or provide direct purchasing options.
R3 Not Met Correct resolution path conf 93%
Agent defaulted to 'we don’t sell it' without exploring alternatives like distributor contacts, back-in-stock alerts, or direct support for procurement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the issue (product unavailability) but asked no diagnostic questions about location, preferred retailer, or urgency.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., inventory system, CRM, stock tracker) were available or used; issue was outside agent’s operational scope.
T3 Met No misinformation conf 94%
Agent correctly stated Linksys does not currently sell the MBE7000 directly and referred to retailers, which aligns with policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but failed to structure the interaction with clear expectations or a plan beyond repeating apologies.
C2 Partially Met Confirmed understanding conf 87%
Agent used empathetic phrases but did not adapt communication depth to customer’s emotional state or health condition.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Customer explicitly requested a supervisor; agent acknowledged but did not transfer or confirm escalation, breaking ownership.
O2 Not Met Proactive follow-through conf 96%
No specific next step, timeline, or follow-up was provided; only vague promise that feedback 'will reach management'.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or evident; this appears to be a first contact on product availability.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer stated 'I want to go out to a supervisor'; agent did not escalate despite clear request and emotional distress.
E2 Not Met Escalation prep & handoff conf 97%
No escalation occurred; no details were documented or passed to another team, and customer was not informed of any action.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent expressed sympathy ('I’m so sorry') but responses felt scripted; did not personalize to customer’s 30-year loyalty or cancer struggle.
X2 Partially Met Tone & rapport conf 87%
Agent remained calm but used a one-size-fits-all tone; did not adjust pace or depth despite customer’s repeated frustration.
X3 Not Met Overall experience conf 96%
Customer repeated concerns multiple times due to lack of resolution; agent increased effort by not offering a definitive path forward.
Call Transcript24 turns · 31 lines
Speaker 1
Rackell, I'll tell you what, never in my entire life, out of the 30 years I've been dealing with links, they told me that I could get that uh develop Pro 7 through uh uh Best Buy or through Amazon. Well, I spent a half day. uh Best Buy can't even get it. They don't even order it. And then I got on Amazon and I need three of them. They said, ah, it's all used and I can't get it. And they said, they can't even get it or whatever. Or they can't and a lot of the guys there at Amazon, they don't even know what they're doing or for me to uh uh try to get anything or talk to them about it. Their level [silence] So, it's very upsetting me and if you look at my account for the last 20 or 30 years, I've bought all my products there, but now you guys say you got to go to Amazon or Best Buy. It's not you, I don't I'm not mad at you. But I go there, none of them idiots can help me. I'm on a wild goose chase here and I don't want to buy you. And then if you do, it's only a two pack and then they try to get me to buy Bellup 7, but it's not the Pro. And that's not what I want or order. So what is the guy supposed to Yeah, so what is the guy supposed to do now? And I go where you guys tell me to go.
01:00
Speaker 2
I see, thank you for all the information.
02:00
Speaker 1
don't know what they're looking for or I can't get something new or they say I can't even get a three pack of uh the develop pro seven yeah and I tried to order it
03:00
Speaker 2
Of course. Um, I'm sorry for that by the way. Regarding with the stock and availability of the Velavo7 through online store or authorized store. Unfortunately, we don't have a hold on it. We, um, we refer you to try check the model number through that online store or local stores because when, um Langs' official website is not available yet. We're not selling us as of the moment. That's why we refer you to a online store not, um, aside from Amazon, you may also check other authorized online store and US. I see. No, I see, understand. I see. Understand.
03:00
Speaker 1
And my record show that with you guys in length. Why would you send somebody like that like me that's been dealing with you guys for years on a wild goose. I have spent almost five hours trying to find this or get it or through Amazon. And the Amazon guys don't even know what they're looking for or to deal with it. So why would you send your product Amazon to a bunch of guys that are idiots that can't even find it or know what's going on or do anything about it or try to sell me something used when I want to pay new and I want it, I want it all good. You know, that's pretty piss poor of Link's doing that. So it's a waste of my time and it's really bad because [KEEP_UNCERTAIN] Now, you know, why links, the way they're doing this is driving customers away, and that's what they're gonna be doing with me after what I've been through. And that's not right, 30 years, 30 years of service that I've went through with you guys, and I never had to deal with the two or three party system. That's even worse when you should only be able to deal with one company and not a two-party one, and then that two-party one don't even know how to look it up or get what you wanted or know what they're talking about. [silence]
05:00
Speaker 2
I truly understand. Mhm. [silence] Yes, I'm sorry to know about that. Actually we do not have hold with the customer service of Amazon or online store, but just setting your expectations, [silence] that Linksys no longer sell us of the moment so um you may try considering other model number aside from velo pro 7 you also have the velo pro 6 e if you want to know about that Wi-Fi 6 e system you can check if it's also available so online okay i understand for that um [silence]
06:00
Speaker 1
You know what, hon? I'm fighting for my life with cancer. I need my internet and everything. And with him, my uh, me supporting you guys for all them years and now I'm going through a deal like this, which is wrong. I don't care what anybody says. This here Link, they have just uh, just made their name like the mud. This ain't right. And you know you guys, if you. What? Well, I was told by you guys I could get stuff like this through uh.
08:00
Speaker 2
I am so sorry. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Got it. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. It could be that there's no more available stock on that online store or local store that you have checked. [silence] Using why there are a few numbers or quantity on that when you have checked it.
08:00
Speaker 1
Best Buy, well, I go to Best Buy, I can't get it there, and they said, they don't handle any of it. Then I go to Amazon, and I can't get somebody knows what they're doing in order to get it. Then they said, well, I got a two pack and it's used, and they can't even find a new pack. And I need three, one for my house, one in the end of the house, my garage and the front of the house. Was that Develop Pro 7, do you sell three of those?
09:00
Speaker 2
before yes there was uh three packs for NB 7000 do you have an existing uh Linksys node you can actually add it to you if in case you're going to buy the two nodes you can actually add your existing node on that NB 7000 since it's still backward compatible with your other ones
09:00
Speaker 1
[KEEP_UNCERTAIN] The Pro 7, the D-Evil Pro 7. [silence] Well, my know they're not the six or whatever. And if you look up on my account, my know are outdated, so I can't hook up to it, and I wouldn't want to do it because they're old. And if I get, boys, whenever I got system, and I got my three knows, I always went ahead and ordered three of [them] all brand new. That way
10:00
Speaker 2
And, uh, yes. It's actually, uh, yes. It's, uh, compatible, uh, compatible with other Linksys mesh nodes. Um, you can have one parent node as, um, Velop 7 and one child node. And then, third node can use your existing node. If you have older model, like, Wi-Fi 6 or Wi-Fi 5, it's still, it will work and it can be add as a child node.
10:00
Speaker 1
Uh, it'd be less headaches. yes, but now you're selling to them or whatever. And they can't even sell your product or help the consumer like me. So that's making you guys look bad. And especially after me dealing with you guys for 30 years, I'm not dealing with uh uh a second party or a third party. And I've never had this much trouble ever. So the way you guys are doing it or selling it, well, not you but within Wh.
11:00
Speaker 2
I see, I understand. As much as we would like to refer you where we can check stocks availability of MB7000, unfortunately, there's nothing we can do for now since we don't have control of Amazon and Best Buy and other retailers store.
11:00
Speaker 1
What links is doing is a disgrace. And now, this here makes me where I don't even want to deal with it. Now, after all the years and all the thousands I gave you guys, I feel like I'm getting the shaft here because I can't get help. And like I told you now, I'm fighting with my life with cancer, I need my internet. I need the help. Then the day - the guys told me to go to Best Buy and Amazon, well, I went to them, none of them could even professionally help me. And I spent on the phone for five hours. And I'm right in the same place where I started.
12:00
Speaker 2
I think. I see, got it. Okay, for that since there's no longer available stock for MB7000 and the one in the Amazon is showing used. I think you may consider another brand that has a Vypyr V7 as well.
12:00
Speaker 1
There's a Delco but you Delco is not your uh your product, is it? You know what? This is bad. This is this is a sad day and I just, you know, and I want to file a complaint as a longtime customer about what's happened to me today. And I'd want to go out to a supervisor to let them know did Amazon and Best Buy are failing you guys and me as a consumer or a customer. I gurantee you.
13:00
Speaker 2
I'm not into technology, so I'm unable to optimize and update my Wi-Fi. Understand. We hear you for that. Mm-hmm. Actually, this call is recorded. So I can actually I can actually ping this one to our management for for in case for any feedback. [silence]
13:00
Speaker 1
Oh God this is dear jarring. And if I can't get it through what I want or get it done and then I can't get it through Amazon in which I can because none of them guys can help me or know what to do. Then I can't get it knowing what BestBuy can't even get it or anything. you know I just oh man. I just shake my head at this and I thank you hun. That means a lot to me. But I tell you what.
15:00
Speaker 2
understand and we actually hear you with this one so no worries this is recorded and it will be able to reach our management with the feedback with the Amazon and the stock that no longer available on through online store and local store we apologize for this inconvenience Yes. I understand. Yes, I got that.
15:00
Speaker 1
[KEEP_UNCERTAIN] Seventeen, and then I done what was asked of me through you guys or your company, and I can't even get it that way, and I've never had that problem with lengths ever. They're used, they're used. I can't, I can't get the new ones, they're used, and I don't want a used one, I want a new one, and then if they're used, well, what happened? Why can't I get the new ones, and Amazon can't give them to me, neither can Best Buy. Best Buy don't even stock them or never has. [silence]
17:00
Speaker 2
I see got it if you don't want the the two packs on the Amazon do I think you may try consider other other brand that has Wi-Fi 7 yes if it may be around around the stock already so I think you may consider other other development I mean mesh Wi-Fi.
17:00
Speaker 1
Yeah, because the more complaints they get, maybe they'll wise up and start selling again. I can't believe that Linkus is doing this, going to people that are not even helping people and want you to go to them. I would, me owning a business, I've ran 150 semis and I'd never do that. I there's no way I would ever do something like that. But all right then, I thank you. All right, bye-bye.
19:00
Speaker 2
They got it. Thank you for providing this one, and thank you so much for your time. Have a wonderful night, and take care. Bye-bye. [silence] Hello, sir. You may disconnect the call on your end.
19:00