V2 Rubric Detail — f47e6258-6358-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:41
Duration
8m 58s
Contact
Marlin Sellers
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00132619
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-33.5)

V2 Grader Summary

The agent correctly identified the product and general warranty length but failed to verify details, demonstrate ownership, or provide a resolution path. No troubleshooting, tool use, empathy, or clear next steps were offered, leaving the customer to restart the process. Despite accurate general policy knowledge, the interaction resulted in no progress, warranting an Unresolved outcome.

V1 Case Analysis

Customer Craig inquired about warranty and replacement process for MX6200 (S/N: 58W10M21E05520). Agent confirmed model and stated 3-year warranty but could not verify purchase origin. Advised customer to provide proof of purchase and call back.

Troubleshooting Steps
  • Requested serial number
  • Identified product model as MX6200
  • Provided generic warranty duration (3 years) based on model
  • Asked customer to provide proof of purchase for replacement
Key Observations
  • Agent incorrectly claimed the product was 'fully in warranty' without verifying purchase date or channel.
  • Agent introduced irrelevant troubleshooting history about a 'child node' not mentioned by the customer, suggesting possible confusion with another case.
  • No case was created despite handling a warranty eligibility inquiry that requires documentation.
  • Agent contradicted themselves regarding sales channel: first implying direct sale, then stating Linksys does not sell directly.
  • Warranty status was inferred but not verified; agent assumed 2024 purchase without evidence.
Positive Highlights
  • Correctly extracted serial number and identified model MX6200 from serial format.
  • Provided accurate general warranty duration for MX6200 (3 years) consistent with KB.
  • Asked customer to provide proof of purchase, which is a required step for warranty validation.
Agent Errors / Gaps
  • Failed to verify purchase date or channel before stating warranty eligibility.
  • Provided contradictory information about whether Linksys sells directly.
  • Introduced unrelated troubleshooting history about a child node not referenced by the customer.
  • Did not create a HappyFox case to document the warranty inquiry and next steps.
  • Failed to collect or confirm customer contact information for follow-up.
  • Poor communication: no empathy, confusing explanations, and no clear recap of next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told customer to call back with proof of purchase for replacement; no resolution or concrete path forward was provided during the call.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed; the agent only collected the serial number and gave generic warranty information without diagnosing any issue.
R3 Partially Met Correct resolution path conf 90%
Agent correctly stated the MX6200 has a 3-year warranty and that replacements require proof of purchase from retailer, but failed to verify warranty status in system or offer best-effort support despite in-warranty confirmation.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic questions asked beyond serial number; agent did not identify symptoms or root cause, even though customer expressed frustration with product performance.
T2 Not Met Appropriate tools / resources used conf 93%
Agent claimed to have no warranty start date despite confirming device was in warranty — suggests failure to use internal warranty lookup tool which is standard for such inquiries.
T3 Met No misinformation conf 92%
Agent accurately stated the MX6200 has a 3-year warranty and that direct replacements must go through retailer with proof of purchase — consistent with Linksys policy.
Communication
C1 Not Met Clear & professional language conf 94%
Agent made irrelevant statements (e.g., 'Child node lost connection...') not tied to customer’s issue and failed to set agenda, control flow, or manage transitions.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing, disjointed language and did not adapt to customer’s clear frustration or clarify key points like where to get replacement.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred action to customer ('call back with proof'), showed no ownership of case, and did not document or initiate follow-up.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timelines were given — only instruction was vague: 'call us back when you have the record'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a warranty status inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer opened with 'it's horrible' expressing frustration; agent never acknowledged emotional state or demonstrated empathy.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, scripted tone throughout despite customer’s agitation and confusion, failing to adjust pace or style.
X3 Not Met Overall experience conf 94%
Agent placed full burden on customer to obtain proof of purchase and re-initiate contact, creating unnecessary effort instead of offering email request or other support.
Call Transcript17 turns · 17 lines
Speaker 2
Welcome to Lenxsys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting regis. Lenxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available [silence] please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
and I need to you know it's horrible
01:00
Speaker 2
Thank you for calling Linksys. This is Ice. How can I help you? [silence] Hello. [silence] Yes. Thank you for calling Linksys. How can I help you?
01:00
Speaker 1
still under warranty cra Craig, uh, Craig. Hold on one second. I'm gonna step out. Hold on one second. questions is we just have. you hear me? I
02:00
Speaker 2
uh can you provide me the serial number of your linksys products hello yes do you a have the serial number
02:00
Speaker 1
Yes, it's 5 8 W as in William 1 0 M as in Mary 2 1 E as in echo 0 5 5 2 0. is what [silence]
03:00
Speaker 2
so it's five eight w ten M 21 e zero 55 20. all right so your Lincoln spood duck is model MX 6200. how many of these MX 6200 do you have? so you just want to know its warranty status
03:00
Speaker 1
yes. what happens if I need to replace it if it's not working? I bought got I bought from you guys. I got I got it from you you guys I got it from you guys. well they they they sent you guys sent me that one that I have now.
04:00
Speaker 2
All right. Um, your link developed up with is fool ish in warranty. Uh, if you need to replace it, you you will need to uh go to its uh uh your dog you bought it from there's that's uh that's okay. Basketable because our Wi-Fi took a couple days to erratic. stop, rescan, take a standard[ silence ]
04:00
Speaker 1
I got it from recent because when the last one that I had the lady said that the lady told me that there was a a a better model available and she sold me that one [silence] I don't know because you you don't have it in your record [silence] I'm not sure when I came can you pull it up to see when I got it
05:00
Speaker 2
When did you call, sir? Because the only record we have here is when you call リンクス at around one [silence] o'clock at 31st and we told you that we don't sell links [silence] and that we are only selling through online seller like Amazone or other retailer store or electronic store and you asked us where to visit, visit because you want to [inaudible] visit us [silence] why you want to visit? That's the only record we have here, sir. When did you call?
05:00
Speaker 1
So you can't, you can't, it doesn't show you when I got this one for y'all? Um, I have to look when I get home. I'll give you a call back, okay? [silence]
06:00
Speaker 2
Child node lost connection and the agent helped you add it. And also when your node was reconfigured, there was no mention. No, there's no record here that shows that you got it from us. license. Do you have a proof of purchase so that we could validate your... Yeah, sure. Call us back again when you have the record or proof of purchase so that we can update our record.
06:00
Speaker 1
How long is it under warranty? How long does the warranty last for? it doesn't show you how long no, it doesn't it doesn't tell you how long the product will stay under warranty?
07:00
Speaker 2
It doesn't show here either. Because it doesn't show it, it only shows that your router is still in warranty and if you need assistance, we can provide that, but when it comes to replacement, then you will have to check on the proof of purchase where you bought the product, that's where you can return it or for replacement, okay? Uh that would depend on your proof of purchase you have. You have to check on that part. Usually your yeah usually the uh the warranty for this uh MX6200 uh is only good for three years. And since your product was uh got or purchased last 2024, so
07:00
Speaker 1
Okay. Okay. So you just sent out firstes in 2024. So that means I got it from you, right? Okay. Okay, thank you.
08:00
Speaker 2
No, because we don't really sell Linksys from us. Linksys products are sold by some online stores and local stores or electronics store. We don't really uh we no longer have service partners. So we don't sell uh directly uh Linksys products. It's only through some online store or some electronics store that sells it. That's why we need uh to check your proof of purchase and where you paid uh where you purchased that product. That's where you go to uh ask for replacement or return.
08:00