V2 Rubric Detail — ef4b5718-7b19-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:11
Duration
13m 5s
Contact
510-913-2430
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.21/5
Overall77.3% (+21.3)

V2 Grader Summary

The agent provided technically accurate power specifications for the EA9300 (12V/5A, 5.5mm x 2.5mm), which are not contradicted by the KB. However, the call ended abruptly with the agent repeating 'Hello?', preventing a confirmed resolution and a professional closure.

V1 Case Analysis

Customer asked for EA9300 power-adapter barrel plug size. Agent provided 5.5 mm × 2.5 mm, 12 V 5 A.

Troubleshooting Steps
  • Asked for model number (partial confirmation).
  • Provided voltage/current requirement (12 V 5 A).
  • Looked up and gave barrel plug dimensions (5.5 mm × 2.5 mm).
Key Observations
  • Agent gave correct technical specifications for the EA9300 power adapter per KB standards.
  • Agent only partially confirmed the model number (started with 'EA' at [10:00] but did not repeat or confirm '9300' after customer stated it).
  • Call ended abruptly after [12:00] with repeated 'Hello?' and silence — no confirmation, summary, or next step.
  • Initial URL mention was 'support.linksyst.com' — a likely ASR artifact of 'support.linksys.com'; no agent error confirmed.
Positive Highlights
  • Provided the exact barrel plug size (5.5 mm × 2.5 mm) and voltage/current rating (12 V 5 A) accurately and in alignment with EA series specifications.
  • Answered the customer's question directly and correctly without unnecessary detours.
Agent Errors / Gaps
  • Did not fully verify the model number (only acknowledged 'EA' at [10:00], despite customer clearly stating 'EA9300' at [10:00]).
  • No closure or confirmation of the solution with the customer.
  • Communication was fragmented with filler words ('uh', 'well'), incomplete sentences, and repeated 'Hello?' after silence, indicating poor call control.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent provided voltage and plug size specs, but call ended abruptly with 'Hello? Hello? Hello?' suggesting disconnection before confirming resolution or customer acknowledgment.
R2 Met Diagnostic thoroughness conf 97%
Agent confirmed model (EA9300), asked about power issue, and looked up specs — logical sequence for an information request.
R3 Met Correct resolution path conf 98%
Correctly treated as a standard information query; no inappropriate escalation or warranty deflection for a supported product.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (loose/unfitting power plug), verified model, and sought specific technical details to resolve.
T2 Met Appropriate tools / resources used conf 96%
No tools beyond KB lookup were needed; agent accessed correct specification from internal resources appropriately.
T3 Met No misinformation conf 97%
Stated correct specs: 12V/5A and 5.5mm × 2.5mm barrel plug. While these specific dimensions are not explicitly listed in the provided KB snippets, they are presented as factual specifications for the EA9300 and no contradiction exists in the provided text.
Communication
C1 Partially Met Clear & professional language conf 93%
Started call properly but lost control at end — repeated 'Hello?' indicates possible drop without confirming resolution or closing.
C2 Met Confirmed understanding conf 95%
Used clear, non-technical language, repeated measurements in mm when asked, and matched customer’s pacing.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent owned the case initially but failed to confirm resolution or ensure call completion — ownership lapsed at end.
O2 Not Applicable Proactive follow-through conf 99%
Issue was informational and resolved during call; no follow-up or timeline required.
O3 Not Applicable Closure confirmation conf 99%
No prior history or handoff; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was needed or performed, and none was warranted for this straightforward spec inquiry.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred to evaluate execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Was courteous and professional initially, but abrupt ending with no empathy or closure suggests lack of composure at disconnection.
X2 Partially Met Tone & rapport conf 90%
Matched tone well during active exchange, but failed to adapt at end — repeated 'Hello?' without attempting reconnection or summary.
X3 Met Overall experience conf 95%
Provided exact answer without requiring repetition or unnecessary steps; efficiently addressed the core question.
Call Transcript7 turns · 8 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksyst.com for more information about your product. [silence] © transcript by © 2024, Brian Dixon
00:00
Speaker 1
One in three okay No Okay. I have an EA 9300. What size power plug does it take? Yes, I have a standard one I'm using with everything else I have, but it doesn't work with this one. Right, so I think it's also loose, so I think it's the wrong size. 9300.
05:00
Speaker 2
So, you're asking for the power adapter, sir? It won't power on? Okay, what this is the model number again? EA
10:00
Speaker 1
Thank you. So 12 volt, five amps, and what is the size of the pin? What is the size of the pin? So you say even if it doesn't fit, it will still work. The pin, the jack, the plug because the one I tried was loose. And so I figured it, and it didn't power it. It's measured in millimeters. It has an inside diameter and an outside diameter.
11:00
Speaker 2
yes, for EA9300, you need to have an output of twelve volts, 5 amps. yes. well, uh, it think you will be it out. you don't worry, sir. Just have to have to yeah specs. of the, the size. well, uh, it
11:00
Speaker 1
5.5 millimeters and 2.5 millimeters
12:00
Speaker 2
Let me just uh check if uh there's a specific um it says here the the size of the pin is hold on. The power supply it has actually a standard of 5.5 mm by 2.5 uh mm barrel plug. Yes sir, that's what it says here. Hello? Hello? Hello? [silence]
12:00