V2 Rubric Detail — fa6e9dd8-7571-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 17:26
Duration
21m 26s
Contact
719-431-9101
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.88/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
Escalation4.00/5
Customer Exp4.29/5
Overall61.1% (+3.1)

V2 Grader Summary

The agent successfully diagnosed a faulty power adapter through logical troubleshooting and demonstrated empathy and ownership, but failed to provide a resolution by incorrectly denying warranty coverage for the power adapter and refusing to initiate an RMA. The case was appropriately escalated for validation, but the lack of corrective action and incomplete follow-up details prevent a full resolution.

V1 Case Analysis

Customer reports LN1600 mesh node not powering (no LED). Serial 65G10M28F02491. Agent identified faulty power adapter via cord swap, advised replacement or return, and escalated to Level 2 for warranty validation.

Troubleshooting Steps
  • Confirmed no LED on parent node
  • Instructed customer to swap power adapters between nodes
  • Identified that the original power adapter is defective
Key Observations
  • Agent correctly isolated the faulty power adapter by instructing a cord swap between nodes, which is a valid and safe troubleshooting step per the KB.
  • Agent inaccurately stated that warranty does not cover power adapter defects, which contradicts standard policy for brand-new units with no evidence of misuse. The KB does not explicitly exclude power adapters from warranty coverage for new devices.
  • Agent used informal and unprofessional language (e.g., 'hon') repeatedly, which undermines professionalism.
  • Call had long silences and lacked a clear summary of next steps before ending.
  • Agent escalated appropriately after identifying the issue and offering remediation paths.
Positive Highlights
  • Accurately captured and repeated the serial number after clarification from the customer.
  • Correctly diagnosed the issue by instructing a power adapter swap between nodes, a safe and effective method to isolate hardware faults per the KB.
  • Offered multiple remediation options: purchasing a replacement adapter, returning to retailer, or escalating for warranty validation.
  • Demonstrated empathy by acknowledging the customer's mobility challenges and offering to call back if disconnected.
  • Escalated the case appropriately to Level-2 for further validation after exhausting Level-1 options.
Agent Errors / Gaps
  • Provided incorrect warranty guidance: claimed warranty does not cover power adapter defects, which is not supported by the KB for brand-new units with no evidence of misuse or physical damage.
  • Used unprofessional and overly casual language (e.g., 'hon') multiple times.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not secure a resolution (RMA, replacement part, or confirmed return path) before closing the case; only offered escalation or self-purchase of a new cord.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer to swap power adapters across nodes, correctly identifying the faulty cord as the root cause — a logical and effective diagnostic step that advanced resolution.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated warranty does not cover power adapters and that 'we cannot replace any parts,' instead of pursuing an RMA for a defective new unit under warranty.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent asked targeted questions about LED status on all nodes, identified symptom patterns (no light on parent, blinking red on others), and logically deduced the power adapter failure through controlled testing.
T2 Partially Met Appropriate tools / resources used conf 93%
Agent did not access warranty lookup tools or verify purchase date despite customer providing serial number; relied on verbal policy interpretation rather than system validation.
T3 Not Met No misinformation conf 98%
Agent claimed 'warranty does not apply' to power adapters and 'we cannot replace any parts,' which is a material inaccuracy regarding hardware faults on brand new units; the KB does not support excluding power adapters from warranty or denying part replacement via RMA.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic control but allowed extended silences, lacked initial framing, and did not proactively manage transitions or expectations around next steps.
C2 Met Confirmed understanding conf 96%
Agent used empathetic language ('I understand,' 'thank you for patiently waiting'), adapted tone to customer’s fatigue, and confirmed understanding through repetition and reassurance.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by investigating the issue, testing solutions, and committing to escalate for validation — staying engaged beyond initial troubleshooting to ensure follow-up.
O2 Partially Met Proactive follow-through conf 93%
Agent informed the customer of escalation and promised a callback, but did not specify who would call, when, or what outcome to expect, leaving timelines and responsibilities unclear.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation decision was appropriate given the hardware fault on a new unit and need for Level 2 validation of warranty eligibility — a legitimate trigger after reasonable L1 troubleshooting.
E2 Partially Met Escalation prep & handoff conf 92%
Agent informed the customer of escalation and callback intent but omitted key details such as team name, expected timeframe, or reason for escalation, reducing transparency.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent consistently expressed empathy ('I understand,' 'thank you for patiently waiting'), remained patient despite customer frustration and fatigue, and maintained professionalism throughout.
X2 Met Tone & rapport conf 96%
Agent matched the customer’s emotional state with supportive language, used respectful address ('sir,' 'hon'), and checked comprehension through confirmation and repetition.
X3 Partially Met Overall experience conf 95%
Agent required the customer — a wheelchair user — to physically move and swap power adapters, increasing effort; however, this was necessary to confirm the fault and no remote alternative was available.
Call Transcript34 turns · 35 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys 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 register.linksys.com. Please have your device serial number ready. For assistance, press one, now. For out of Warranty products, please have your device 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. Hi, thank you for calling Linksys. This is Roy. How can I help you today?
00:00
Speaker 1
it's not working here. I don't see no light, no nothing. And I'm back here to the mother note. And it's a model 1600. The serial number is uh uh arr I don't got my glasses on but I think it's 65G10M28FO2491.
01:00
Speaker 2
Okay uh... may... have the serial number of that latest device, please? Okay, let me repeat that's 6 5 G for girl, 1 0 m for Mary, 2 8 A for apple, 2 4 9 1. Correct?
01:00
Speaker 1
It's F as in Frank. So, it's six- five G one- zero M two- eight F as in Frank O two- four- nine- one.
02:00
Speaker 2
I'm going to double check. Can you repeat again the serial number? Sir, I cannot get any information here on my...
02:00
Speaker 1
Yes. It's six, five, G as in golf, one, zero, M as in Mary, two, eight, F as in Frank, zero, two, four, nine, one. [silence] Oh, I purchased it just a few days ago in length,
03:00
Speaker 2
And when did you purchase this router?
03:00
Speaker 1
help me get it up a couple days ago and it's been working except for yesterday yes yes no I got three nodes and the mother nodes there's no light or nothing no white bread or nothing yes I did and it's all working all my electricities up um
04:00
Speaker 2
Okay. Oh, I see. This is Mr. Jimmy Ellis, if I pronounce it correct. So, you got two nodes in total, and right now there's no light on it for the main node? [silence] Okay, I see. Have you tried to like plug it into a different power outlet? Okay. or can you try to [silence]
04:00
Speaker 1
Oh, Hon, I'm in a wheel chair. What? I can, I got to go all the way back up into the front room in order to do that. So, oh, God. Okay. Yeah, it was working fine, too. Until yesterday, or I didn't notice it till late last night, it's early in the morning.
05:00
Speaker 2
to like swap, since you have three, can you try to swap like power adapters, use different power adapters for your main node?
05:00
Speaker 1
[silence] I haven't slept well. Yeah, the one in the living room is blinking red. Lord almighty, I sure am tired. I should have waited later to start doing this, where I could rest, but I called Spectrum and they. I asked them if my power was down or my internet and they checked it and said it was up. [silence]
06:00
Speaker 2
Okay. Okay. How about the other nodes? What's their light? Blinking red. Okay.
06:00
Speaker 1
and I Thank you for helping me, hon. If we get disconnected, please call me back too, would you? Dad. Okay, I'm about back there okay, and I brought the other know with me where I can check and make sure that I got power
08:00
Speaker 2
You're welcome, sir. Yeah, I'll call you back. I also have your phone number here. Therefore, just try to swap power adapters with the other nodes just to identify why. Mm. [silence] Okay. That's on the parent node? Okay.
08:00
Speaker 1
I plugged it in and the light ain't even come on. So now I go ahead and I grab the other one then I got. And it come on, hon. So it's that cord. Will this, will my internet come back on if I leave this cord on like this, hon? [silence] Okay, it's tur- it's blinking blue. It'll go back to normal, right?
10:00
Speaker 2
M thank you sir for and yeah i think it's the like yeah the cord so um if it will not really work or yes sir it will come back on since it's just a problem with the code cord you did reset anything so just wait for your internet to come back once it is well done a reboot itself
10:00
Speaker 1
Well, that cord, I can't hook it back to my, my other node because it's not working. It's all brand new. I just bought it. It should be under warranty. And it went white here. It went white here. Well, I just bought this brand new.
11:00
Speaker 2
Also your other nodes will reconnect once the parent node will go online. Okay, for the cord. If you can purchase, you can purchase a new cord, but make sure it will have same specs. Yeah. Yeah, because we cannot replace. Yeah, because we cannot replace any parts of the router. We really like have to replace it like a whole. Okay, that's good. That means it's not. Let me just check on that once or just a moment. All right, I'll be right back.
11:00
Speaker 1
Yeah, okay. Yeah, cause yeah, I just bought this whole system brand new. And it's only been up for, it's only been up running for a day or two. [silence]
12:00
Speaker 2
Yeah I understand. So let me just check regarding that one just a moment. [silence]
12:00
Speaker 1
Yeah, Yeah. Well, I, well I tried to buy it from you guys, but you guys made me to buy it through Amazon and then when I got it, I, I, uh, I, I gave you guys all the information two days ago when we pulled it out of the box and everything for the, for the warranty.
16:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Hello. Um, yep. So where did you purchase this product, sir? Hmm. Umm. So for that one, regarding with the warranty, since when you like set it up, it's working fine, right? Um, you already set it up. You did use it. Um, just have to set your expectations, sir, that the one.
16:00
Speaker 1
Well, it's your guys's product, and it's brand new. I just got it. And it's your product. Why I, you know, you get a brand new part. You should be able to get it if it's bad or defective. And this one's defective, and it's brand new. I haven't even had this up, not even a day or two.
17:00
Speaker 2
Warranty does not apply for abnormal physical or electrical stress or misused. Since the product or the unit itself is fine, it's just that the power adapter, but the warranty does not apply to it since it's working fine after you. Yeah, I understand.
17:00
Speaker 1
[silence] a link technician. And it only worked for a matter of a few hours and then it went bad. And there was no neglect or abuse or anything. And I've been buying Len's products for years. And it sucks that I had to go through Amazon in order to uh to get this because I want to deal direct to you guys. There it's Amazon. It's not a store. They had to mail it to me.
18:00
Speaker 2
Yeah, understanding. Yeah, I understand. So for this, whether... Ma'am, either you can return it to the store, since it's still brand new, or we can also escalate this one for validation first. Yeah, that's the only option that you have. Either you...
18:00
Speaker 1
[silence]
19:00
Speaker 2
Return it to them. On where you purchase it, or we can escalate this one for validation. Or you purchase a new. Yeah, that's why. Yeah, that's why. So that's your only option. Either you return it or we will escalate this one for validation. Mhm. Oh, for that one. You're really threatening the whole system because we do not sell bite bites. So it's very Mhm. Yeah, exactly. So, if because as per policy here on our end, it doesn't apply with our warranty for physical stress
19:00
Speaker 1
you mean you guys well it's your product and you and you I got it from Amazon and then it's brand new and I gotta buy a cord and I I just bought this thing what does it what do you mean or what does that do [silence] I am
20:00
Speaker 2
or something like that, but we can escalate this one for validation, or you can also purchase a new power adapter with the same specs for that unit. Yeah, and understand the answer. We can escalate this one for validation if you want. We can escalate this one to a level 2 technician for further validation about the warranty of this device, since the unit is not defective, only the power adapter is.
20:00
Speaker 1
Yes. Okay. Thank you so much. Bye.
21:00
Speaker 2
All right, so um, I'll just escalate this call and then just wait for their call back, all right? Okay. Thank you so much. All right, you're welcome. Have a good day. Bye.
21:00