V2 Rubric Detail — fd859c2c-800e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 05:35
Duration
13m 17s
Contact
+85298459887
Issue Type
Escalation Request
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Zhiliang Chen
HappyFox Case
#TE00132899
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 还是会断线

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication3.75/5
Ownership4.29/5
Escalation5.00/5
Customer Exp5.00/5
Overall64.7% (+8.7)

V2 Grader Summary

The agent appropriately escalated a long-standing case involving a defective MX6201 to upper management for a refund/replacement decision. While no new troubleshooting was conducted (T1/T2 Not Met), the escalation was warranted by the customer's extreme frustration and the need for management-level financial approval. The agent demonstrated ownership, clear communication, and empathy throughout the interaction.

V1 Case Analysis

Customer (Mr. Liu) requests refund/replacement for defective MX6201 router. Unit is discontinued/out of stock. Agent escalated to upper management with 24-48 hour follow-up. Serial number not collected; warranty not verified.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent demonstrated strong empathy and validated customer frustration throughout the call
  • Clear follow-up expectation set (24-48 business hours) with specific next steps for management review
  • Confirmed supporting documentation (photo, receipt) was already on file, reducing customer burden
  • Critical protocol gaps: serial number not collected and warranty status not verified despite clear evidence of expiration
  • No technical troubleshooting performed - appropriate given escalation request for hardware fault on discontinued model
Positive Highlights
  • Strong emotional intelligence: consistently acknowledged and validated customer frustration [03:41, 09:05]
  • Professional call control: maintained composure despite repeated customer interruptions
  • Clear communication of process and expectations: explicitly stated escalation path and follow-up window
  • Efficient handling: avoided unnecessary troubleshooting steps appropriate to escalation context
  • Reduced customer effort: confirmed existing documentation on file rather than requesting redundant submissions
Agent Errors / Gaps
  • Failed to collect serial number - required for warranty/RMA processing on hardware fault cases
  • Did not verify or discuss warranty status despite strong evidence of expiration (discontinued model, ~2-year age)
  • Did not confirm exact model beyond customer mention (initially misheard MX6201 as MX6200)

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent commits to escalating the refund/replacement request to upper management with documentation, but no resolution is confirmed during the call.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps are performed; agent does not ask diagnostic questions or verify symptoms, relying solely on prior documentation.
R3 Met Correct resolution path conf 95%
Agent correctly identifies that a warranty replacement or refund requires escalation beyond L2, aligns path with policy, and initiates case summary for management review.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent does not identify current symptoms, ask targeted questions, or attempt root cause analysis; relies entirely on case history.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (e.g., remote access, logs, speed test) are used or referenced despite a claimed hardware defect.
T3 Met No misinformation conf 97%
Agent accurately communicates process limitations, escalation paths, and ownership boundaries without providing technical misinformation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintains control and sets a follow-up timeline but fails to establish a clear agenda at the outset of the call.
C2 Met Confirmed understanding conf 96%
Agent uses accessible language, avoids jargon, and adapts tone to match customer’s emotional state with empathy.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent takes ownership by committing to create a case summary, report to upper management, and personally follow up.
O2 Met Proactive follow-through conf 98%
Agent provides a specific next step (escalation to management) and a clear 24–48 business hour timeline for feedback.
O3 Partially Met Closure confirmation conf 89%
Agent confirms store name but does not reference prior troubleshooting steps or re-ask already-documented details; partial use of case history.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly decides to escalate to upper management due to customer’s explicit request for refund/replacement, a valid trigger.
E2 Met Escalation prep & handoff conf 97%
Agent informs customer of escalation path, documents required (photos, receipt), and sets expectation for follow-up within 24–48 hours.
Customer Experience
X1 Met Customer effort minimised conf 98%
Agent repeatedly acknowledges frustration, apologizes sincerely, and maintains composure and professionalism throughout.
X2 Met Tone & rapport conf 96%
Agent adapts to customer’s emotional state, matches pace, and maintains engagement despite repeated interruptions.
X3 Met Overall experience conf 95%
Agent avoids asking for redundant information already on file and streamlines the interaction around resolution path.
Call Transcript43 turns · 55 lines
Speaker 1
This is Linksys technical support calling.
00:00
Speaker 2
Hello. Yeah. Hello. Yeah. Speaking. I am. Yeah. It's okay. Yeah. Yeah. And I have already
00:00
Speaker 1
This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Hi. Hi, sir. This is Larry from Linksys escalation team. I'd like to speak with Mr. Liu. Hi. Hi, sir. I'm not sure if this is a good time for us to discuss your concern. Your case has been re-escalated to us, the level 2 support. Is this a good time to discuss? Okay, sure. Well, yeah, the case, again, was re-escalated due to the fact that we have provided a further troubleshooting procedure needs to be performed. However, there are some reasons wherein you may not be able to continue with the troubleshooting because, again, the device is situated in a different place. I believe that's one of the challenges that we have, sir, correct? Mm-hmm.
00:02
Speaker 2
tested all of this before. And I already told you. Yeah. Yeah. And you also told me that
01:10
Speaker 1
I see. Again, that is one main issue. One main reason that we cannot get into the equipment because it's a family member's residence, which is a bit far from where you're located, and it's difficult to visit that. And I believe you understand as to why we wanted to proceed with that particular troubleshooting, sir, for us to further isolate the issue. But we understand that you've done a lot of steps as well, including your internet. I believe you contacted them and they assisted you with the troubleshooting, replacing the modem, replacing the ethernet cables, and using also your EA7500, that old Linksys router you had. And, yeah, the training team and one of our upper management team also recommended that if we can gather some settings on that old EA75. But you mentioned, based on the documentation... Mm-hmm. ...from the Hong Kong team that this EA7500 might no longer be available on that area. Mm-hmm. Okay. Okay. I see.
01:19
Speaker 2
the 5400 version is also unreadable in Hong Kong. You told me that my 6G router, MX6201
02:35
Speaker 1
I'm sorry? The fi... Mm-hmm.
02:42
Speaker 2
is out of stock and already discontinued. Right? Yeah. Yeah. No, no, no. MX6201 is
02:53
Speaker 1
Oh, the MX6200?
02:59
Speaker 2
out of stock. MX6201. I, I, yeah, I, I do think your companies maybe, maybe should
03:07
Speaker 1
Yes, yes. That's the one that you have that is having problem, right? Mm-hmm.
03:09
Speaker 2
upgrade me another, another router or just refund for me because I do feel very disappointed on your company. Yeah, the time takes so long, it's unreasonable. And you know, thank you
03:21
Speaker 1
I understand. I understand.
03:41
Speaker 2
very much. This is an international company on, on the router system, right? Your company waste too much of my time. I, I don't have, I don't have time to always travel back and then check all the settings and take any photos again. And it's already take almost two months. Almost. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
03:42
Speaker 1
I see. I see. I understand where you're coming from, sir. The reason why I'm calling is, of course... ...is just letting you know that we are working on your case consistently. It's just that we need the feedback from the Hong Kong team as to the troubleshooting that's been performed. But, again, all the reasons that you provided is to be considered. However, I may not be able to discuss anything or any approval at this point. I am a technician. I am here to help you, assist you in troubleshooting. But, in terms of replacement or refund, we need to discuss this with the upper management team, the customer service, and so they can decide and proceed of your request. So, at this point, sir, I'd like you to know that I'll be dealing with this case. I'm going to create another case summary reporting this to the upper management about a particular resolution that you wanted that you're requesting for either a replacement... ...or a refund, and I believe I have gathered the photo of the unit, the receipt. I think I have that on file. Yes, I have, and I think all requirements are completed from here. We just need to have the team confirm any approval, especially with the replacement, sir. Thank you, again, for answering the phone call.
04:21
Speaker 2
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. I, I, I, I want to know how come it takes so long because, okay, okay. If, if my
05:51
Speaker 1
How come this takes so long? Yeah, go ahead, sorry.
05:57
Speaker 2
family have already flew away the old router. At, at this point, I, I'm, I'm bought, I brought the MX6201 on February this year. It's just four months and then it's now, about two years later. didn't work right i i i say i i'm just use it i mean my family just use it for four months
06:05
Speaker 1
I'm sorry, could you please repeat? Hmm, I see.
06:32
Speaker 2
and then it didn't work i and then i i i called the technician on early june i i don't know how come is take so long to to wait we paid a new unit for me yes but i last time when i when i
06:43
Speaker 1
Well, yeah, the reason why it took too long, sir, it's just apparently because we need to further troubleshoot before we approve the device to be defective. It needs to be thoroughly checked, especially with a Linksys technician over the phone checking it. It's just that we are, again... In a situation which is very challenging because the unit is located in a different location, so we're usually contacting you and you're not on the location, so we cannot provide a timely feedback to the upper management for them to decide because the standard procedure is we will proceed in troubleshooting, deem it defective, and then that's where they can approve for replacement. So that's where the disconnect is coming from. Basically.
07:03
Speaker 2
sent you the photo of the router it's uh 22 something on june it's almost three weeks right your your your technician i or i i call the technician and i do
08:06
Speaker 1
Yeah, I understand, sir.
08:22
Speaker 2
whatever he told me and test all of it right this is not it's not the problem of the customer i'm i'm i'm i bought the router i'm supposed to use it regularly but this didn't work and i and i do all unit and then after three weeks you you told me that i don't do it let me teach you let me take you get to the client and please let me show you I need to check my modem again, or take any other photos. It's not reasonable, right? So how long I will get the final solution?
08:27
Speaker 1
Yes, yes, totally understand, sir, where you're coming from. Of course, we sincerely apologize for such a long delay of this process, and I admit, personally admit, it has something to do with us as well. You know, it takes laps of time and days, even weeks, for us to respond. And... And that's not intentional for us to make the customer wait. It's just that the communication between us and then the upper management sometimes needs a lot of details for us to communicate to them, and especially with the Hong Kong team also. It takes a while for them to give us a feedback as well, so I don't want to blame anything in our department, on our side. I just want to admit that... There is really something, a delay, which happens on our side and not yours, sir, and we sincerely apologize. I hope you can give us a chance to work on this and then get to a resolution as the main thing, the objective of what this call is all about. If I can... Giving you a timeframe, sir, is a challenge for me as well. But... I can... I can promise you 24 to 48 business hours that I can give you a feedback.
09:05
Speaker 2
Don't you just call Hong Kong department and then exchange for me,
10:46
Speaker 1
Yeah. What I would like to do from here, the standard procedure is that I am...
10:55
Speaker 2
or maybe you just refund for me.
11:01
Speaker 1
I understand, sir.
11:04
Speaker 2
I don't want to waste any more time.
11:07
Speaker 1
I'll do my best to communicate this to the team and then let them know that you rather request for a refund instead of a replacement. Is that right?
11:14
Speaker 2
Yeah, yeah.
11:27
Speaker 1
I believe you purchased this from...
11:28
Speaker 2
Okay, SE Computer Limited,
11:29
Speaker 1
What store again, sir? Just want to confirm. SE Computer Limited, sir.
11:31
Speaker 2
inside Hong, yeah, yeah, inside Hong Kong.
11:38
Speaker 1
First answer.
11:40
Speaker 2
Maybe after 48 hours, if I can't get any result or solution, I'm just refer or complain this case to Hong Kong Customer Service Department.
11:42
Speaker 1
And I would... I would try my best, very best for us to... You not to go that route. We just don't want to escalate this outside of our links, processes, and communication. So, yeah, I can promise 24 to 48 business hours that I can give you a chance to work on this. So, yeah, I can promise 24 to 48 business hours responding and calling you, giving you an update.
12:03
Speaker 2
Okay, okay, okay, I wait 48 hours more, okay?
12:28
Speaker 1
And... You got that? Yes, sir. Thank you again. Sure. Sure. Thank you so much for allowing us to continue with finding a resolution from here and hoping that we can all end up a happy camper. Thank you so much again, sir. This is Larry from Linksys. You have a great day. Goodbye.
12:32
Speaker 2
Okay, thank you, okay, bye-bye.
12:55
Speaker 1
You're welcome. Goodbye.
12:57