V2 Rubric Detail — fca2a2aa-764f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 19:55
Duration
35m 30s
Contact
Yusmiel Diago Zamora
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#PR00135701
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No power on the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 5 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.57/5
Overall48.4% (-3.6)

V2 Grader Summary

The agent collected basic device information and escalated the case for a replacement, but provided no concrete resolution during the call and performed minimal troubleshooting for the power-failure symptom. While the escalation decision was appropriate, the lack of thorough diagnostics and missing timeline for follow-up resulted in an unresolved outcome.

V1 Case Analysis

Customer reports MX2000 router has no power. Out‑of‑warranty. Agent collected model/serial, requested video proof and receipt, will email and forward to CS for replacement.

Troubleshooting Steps
  • Asked if the correct power adapter was being used
  • Collected model number and serial number
  • Requested video proof of the power issue and a copy of the proof of purchase
Key Observations
  • Agent never performed any technical troubleshooting (e.g., power‑cycle, LED check).
  • Warranty status was never verified despite the customer stating it was expired.
  • Long, unexplained hold time and repeated request for the same information.
  • Agent misspelled the customer's email and used an incorrect name ("Mister Jones").
  • Communication was fragmented, with many silences and lack of empathy.
Positive Highlights
  • Collected the correct model number (MX2000) and serial number.
  • Requested proof of purchase and video evidence, which aligns with hardware‑fault escalation policy.
Agent Errors / Gaps
  • Did not verify warranty status or explain eligibility for replacement.
  • Failed to perform basic power‑troubleshooting steps.
  • Provided unclear email address and used the wrong customer name.
  • Placed the customer on hold for several minutes without explanation.
  • Did not set a clear timeline or expectation for the replacement process.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent escalated to customer service for replacement but did not confirm resolution during the call; no repair, replacement, or final outcome achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked about power adapter; skipped power cycling, outlet testing, LED check, or cable integrity despite clear Step 1 diagnostics in universal_escalation_guide.md.
R3 Partially Met Correct resolution path conf 90%
Agent chose escalation for suspected hardware fault but did not complete out-of-warranty troubleshooting checklist before escalation; customer stated warranty finished in May 2022 (OOW), yet no best-effort troubleshooting attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply logical diagnostic process for 'no power' symptom; per universal_escalation_guide.md, Step 1 requires reboot/power cycle and outlet test — only asked about adapter and moved to escalation.
T2 Partially Met Appropriate tools / resources used conf 88%
Used model/serial lookup appropriately but skipped required diagnostic tools like outlet/power cable verification — a tool-equivalent check clearly needed for power-failure cases.
T3 Met No misinformation conf 96%
All technical details provided (model number MX2000, voltage 12V, email format) were accurate and consistent with KB and product specs.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained call flow and used hold appropriately but lacked initial framing and had repetitive exchanges that briefly disrupted control.
C2 Partially Met Confirmed understanding conf 86%
Used simple language at times but did not consistently adapt to customer’s language barriers; repeated requests without rephrasing suggest limited accommodation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to close, created a record, stayed on the call, and did not transfer the customer without justification.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next steps (send video and receipt via email) but did not specify a realistic timeline for replacement or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history needed to be referenced or handed off.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Escalation to customer service was appropriate given suspected hardware defect and out-of-warranty status; legitimate trigger after reasonable L1 work.
E2 Partially Met Escalation prep & handoff conf 88%
Agent informed customer of escalation and requested evidence but omitted clear escalation timeline or point of contact.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent thanked customer for waiting, apologized for the hold, and maintained a courteous, patient tone throughout despite communication challenges.
X2 Partially Met Tone & rapport conf 85%
Agent repeated information and asked for clarification but did not fully adapt to customer’s apparent language difficulty or confusion.
X3 Partially Met Overall experience conf 86%
Customer was asked to create a video and locate the receipt, adding effort; however, these steps were required for a replacement claim.
Call Transcript34 turns · 41 lines
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, paid support may be available depending on your issue. To hear more, 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
Hi, uh the DI. Uh [silence] I will notify the press secretary.
08:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Oh, no, actually, sir. We only speak English here. But you can, uh, we, we do have the chat support. Um, let me just check if, uh, they do have scanners. It's okay. No problem.
09:00
Speaker 1
My problem, okay, I called to Amazon because I bought, how can I say, a Linksys router, correct? Link, link, link is, link. What is the pronunciation? Link is not? Linksys, Linches, Linches router, okay? Um, but my warranty was finished, because I bought this product in Amazon in April 21, correct? I contact my warranty in Amazon finish in May. And they told with me and they told me that you have a extended warranty to this product.
10:00
Speaker 2
Okay. What link says?
10:00
Speaker 1
[DOWNWEIGHT] Because my my route is broken, because I don't know, but no, no working. But do you understand? Okay. Because no no on. Okay. No light, no light, no light, no. No, no. I I changed the the connection to to uh, okay. How can I say? Okay. In my point of view, the the how can I say? Okay. The electric electrician or not electrician. No. Um, electricity no ended in to the.
11:00
Speaker 2
okay yes so who told you that the router is not working sir or is faulty no light no power [silence]
11:00
Speaker 1
because the light no not, on, you know, yes. Yeah, I I changed the the the white to another router and the, for example, in my point of view, the router no no, how can I say the the power no no entered to the router. I changed the the the white the type, but, yeah, it's core red. It's core red. Yeah. Okay, that, that, I I did it. I did it.
12:00
Speaker 2
Okay, um, how about the power adapter that came, I mean, did you use the correct power adapter? Is that the one that came with the router, with the router? with the router? [silence] So you've already tried using another power adapter and it's still the same. Okay. Okay. Can I have the model number and the serial number of your Linksys device? Just try to look underneath [silence]
12:00
Speaker 1
movies videos I need to go so subscribe to to your page okay to your website okay oh okay okay perfect perfect Do you send do you send me the I I need a okay I I need rights type the the serial number and the Mac address the Macgress too? or I the model too? For example Bilop CCP I've been sleeping For example Believe in Gosh
13:00
Speaker 2
no um I need to I need to get the model number and the serial number yes for you to be able to do that you can see the model number and serial number at the bottom of your Linksys router on the router itself the model number model number and serial number sir it should say it should say a slash n
13:00
Speaker 1
Okay. okay okay. Arm, do you sent me uh some link or FN linked his uh website? Okay okay okay arm the motor the serial number. Okay, [silence] serial number is 50d10285t268. The name. Okay, perfect 50d10285t268.
14:00
Speaker 2
the model or model number, it's underneath it. No, sir. I just need the model number and the serial number. Yes. Can you, yeah. Okay, let me repeat, sir. Yeah, let me repeat that first. 50 D for Denmark. 1 0
14:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Sorry. Can you repeat again, please? Because I I lose the, okay. Okay. Okay. okay. No. This is for David, no. It's. for for Cesar. for like for for Coco, for example, you know? Cut cut cut. Okay Perfect cut cut. Okay. Okay. It's correct. It's correct. Okay. Yeah. My apologies my apologies. [silence] The month number is MX 2000. That's correct. [silence] Okay. [silence] 24th, 24th April. Sorry? [silence] Yes. Yeah, 2006 is correct. [silence] 2026. Yeah. [silence] This year.
15:00
Speaker 2
OK. Alright, so you have the MX2000. Is that the model number? MX2000, OK. So, uh, let me again verify. So you purchased this, you bought this router from Amazon, last April, right? This year. This year. Is it this year you, you purchased it this year? 2020, right? OK. OK. And alright. So right now, um, the router has no power. You've tried using a different adapter. Also tried to check using different socket. Didn't work, huh? No. [silence]
16:00
Speaker 1
OK, fidelityloss 63% the data, the the the this rooted. Correct? OK, the data. OK, please. uh, e, CE, um, how much? Uh, 12, uh, 12. Yes, and OK. Uh, 18 W? OK. Uh, minus, uh uh, 1, 2, 0. I think the, uh, 12 volt. 12 volt. Sorry. uh, cut. It's
17:00
Speaker 2
Dale. Okay. The output is 12 volts and then how many amps sir. Is it 2 amps or 1.5. What did it say there? Uh how many amps? The ampere hours? 1.5. Okay. All right. So let me create a record. Can I have your name? How do you spell your first name? Yes. Why? You smell? Yes. [ silence ]
17:00
Speaker 1
S star. I You I E L okay it's correct. It's correct it's correct. Diago. Diago is my my last name. My first last name because I I have two last names. Diago and Zamora. Zamora is with C. C as in the okay. Okay my email address is like my two last names okay Diago Zamora correct. Correct. Zamora uh-huh with C. Okay Zamora 89 06
19:00
Speaker 2
Use me, El. M-I-E-L. Y-U-S-M-I-E-L. Okay. And then Zamora, right? Okay. Yeah, okay. All right. And your email address, sir? Diago is D-I-A-G-O. Okay. Diago. Zamora. Okay?
19:00
Speaker 1
Yeah um, uh gmail.com, I don't know what's I don't remember how can I say in English. Okay. Is this okay? Correct? Yeah. I will. Okay. Sorry. Sorry. Sorry. I miss. Yes. I will. Sorry If comeld.com, solve. Okay, it's, um, Diago Zamora, 890611@ gmail, uh, @ okay, great. I wrote it because.
20:00
Speaker 2
okay, okay, so that is Diego Zamora 890611, R-O-A, at gmail.com. It's okay. Ah, okay. [silence] Alright, so it's just Diego. 0 611 at gmail.com correct now okay and who is your internet provider sir who is your internet service provider okay all right so you're calling from united states okay so you only have one m x 2000 which is which has no power right just one of this okay
20:00
Speaker 1
How can I say in English? One of them one of them is broken, you know? Yes. I've tried because the bottom receiver is down. It is, I'm gonna say on the on the, you know, I received but the router no, no own. Ah, the receiver Yes, I have the receipt. Also, Amazon. Yes. I have the receipt. Do you need the receipt?
22:00
Speaker 2
Okay. Do you still have the receipt for this device? I'm looking at it right now, and then we'll look at the details. Okay. So you still have a copy of the receipt from Amazon, right? Yeah, the proof of purchaser, okay. So you still have that. Okay, yeah. We just need to Okay, so let me have this. [silence] Um, yes. [silence] Yeah. Any proof of purchase will do. [silence] The one from Amazon. [silence] Um, I have a question speaks again and says we lost connection. You disconnected. [silence] yes yes but I need to verify sir if you have copy of any proof of purchase from Amazon like when you when you when you purchase this product yeah you still have that copy right you [silence] you you still [silence] okay you still have that on your email okay [silence] all right sir so I need to put you on hold sir so I can have this tracked with my immediate superior okay let me put you on hold for about uh three to four minutes would that be okay [silence]
22:00
Speaker 1
Okay Oh perfect perfect don't don't don't worry Okay thank you Okay perfect perfect Okay I will check my my receive
25:00
Speaker 2
Yes, sir. yeah, I need to verify this first with my immediate superior. Okay. All right. Yes. Just hold on, please. Thank you. [silence]
25:00
Speaker 1
[silence] Yes, ma'am. Okay.
28:00
Speaker 2
Hello. Mr. Zamora. Yes, hi there, sir. Thank you so much for patiently waiting. I do apologize for the hold. I had verified this already with my immediate superior. Okay. Now, um, yeah, we will actually, uh, we need to ask we have to calculate this case to our customer service department because they will be the one to process okay the uh any any uh yeah any if ever this can be you replaced. And uh Mr Zamora, um I will send you an email okay? And we need to we need to ask actually a video showing that the device is really not turning on. So you need to like um yeah, you need to send us any uh a video that um you've already tried using other power adapter and it's really not turning on, that there's really no power. Yes. I will send you an email and then just uh reply to that email, okay? Yes, uh that would
28:00
Speaker 1
Record the video, okay? I will show you, uh, uh, uh, device not working, it's correct, okay. Okay. Okay, I downloaded, yeah perfect, I downloaded, I downloaded this moment, I downloaded, download, download, uh, the, the receipt, I have, I have the receipt, at this moment, okay. Okay, I will, I will to do that, and when you,
30:00
Speaker 2
No, sir, um, kindly provide us with a video of it not working. It's not powering on, except besides that, sir, uh you also need to um give us a copy of the proof of purchase. Okay, kind, kindly attach that to the email. Okay, alright, that's very good. Yes. So, um, I'll be sending you an email as well, Mister Jones. Hold on,
30:00
Speaker 1
Do you do you want that? That I do that at this moment or after the call? OK, perfect. After that, what is the next step? OK. OK. OK. OK. OK. OK. OK.
31:00
Speaker 2
just after the call you can do it after the call sir yes yeah our customer service department once once you uh once you reply to that email okay once you reply to that email I will be escalating this to our customer service department and they will be the one to actually um process the uh the replacement yes so uh they will also um uh reply to your email sir so whatever process needed to for for this okay cuz uh yeah it should be the customer service department that will um uh do the uh the replacing [silence]
31:00
Speaker 1
in my opinion, in my opinion is is is I I proof that this device is not working. And you you you? Okay. You are? Review my receipt is correct. Ah you in my opinion, you send me another another device, right? Yeah. Yeah. You send it to you, this this device, right? Yeah, because because my address, right? Okay, because my address has. Okay. Okay, perfect. Ah you verify after that my address again, no. Because I'm... Yeah. Okay. Okay. Yeah. Yeah.
32:00
Speaker 2
moment or weapons. Yes. Yes, yes, yes, They will yeah, they will check on that too. Yeah, they will be the one to to check on that one. They will be the one to check on it sir. So okay. This is the technical support department. Okay. Yeah, let me verify your email address again, sir if I get it right. Okay? cuz I'll be sending you an email, so I need to make sure this is the correct email. So that is again Diago, it's D Mr. Zamora and not a problem, sir. Oh, no. Not a problem. Not a problem. Yes. Doesn't matter, sir. Yes, thank you. No, sir, your call had been routed here in the Philippines. Philippines. Yes, sir. Yes. All right. No, not really. Yes. We, yeah, we, we also, you know, we, we know just a little bit of that Spanish cause we were colonized by Spaniards before. Yeah, so that's why.
32:00
Speaker 1
no no it's it's it's perfect perfect perfect okay thank you mitsafada we can have a good weekend have a good weekend with your family you too bye bye bye
35:00