V2 Rubric Detail — 013dc780-7958-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:30
Duration
7m 17s
Contact
James Knight
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00136013
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TV Got Disconnected to the Wi-Fi
⚠ Auto-Zero applied: Avoidance/Evasion – agent completely avoided troubleshooting the reported issue, failed to provide any technical support, and disengaged without resolution or next steps despite customer clearly needing help with TV connectivity.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's TV connectivity problem, offering only to create a new record and never providing technical guidance or next steps. The interaction lacked empathy, clear call control, and ownership, resulting in an unresolved issue. Avoidance/Evasion is confirmed as the agent made zero effort to address the core issue.

V1 Case Analysis

Customer called about a new TV not working; confused with Linksys support. Agent misidentified brand, gave incorrect URL, performed no troubleshooting, and ended call without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the company name ("LINXIS") and gave an incorrect support URL.
  • No product model, serial number, or warranty information was collected.
  • No troubleshooting steps were attempted for the reported TV issue.
  • Call ended without a clear resolution, escalation, or next‑step plan.
Positive Highlights
  • Agent used polite language and attempted to create a case record.
Agent Errors / Gaps
  • Incorrect brand name (LINXIS) and wrong support URL (support.link.com).
  • Failed to verify the customer's product or gather essential details (model, serial, warranty).
  • Provided no technical guidance or troubleshooting for the TV problem.
  • Closed the call without confirming a resolution or offering a next‑step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Call ended with agent saying 'Yes, sir. No problem. Bye for now' while customer still wanted TV working; no solution provided.
R2 Not Met Diagnostic thoroughness conf 100%
Agent only collected contact info and created a record; performed zero troubleshooting steps for TV or router.
R3 Not Met Correct resolution path conf 100%
Agent failed to identify router model or issue context; selected no appropriate path, only offered to create a new record.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic process: agent never asked about TV symptoms, router type, Wi-Fi status, or connection details.
T2 Not Met Appropriate tools / resources used conf 100%
No tools used (remote session, diagnostics, KB lookup) despite clear need for technical investigation per Assessment 3.
T3 Not Met No misinformation conf 100%
Agent provided zero technical information, recommendations, or conclusions; no KB guidance utilized.
Communication
C1 Not Met Clear & professional language conf 100%
No clear framing or call control; long silences, vague statements like 'I’ll just create a new one', no guidance or transitions.
C2 Not Met Confirmed understanding conf 100%
Agent used generic, formal language without adapting to customer’s frustration or simplifying communication for clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent avoided ownership by only creating a record and disengaging; transferred no responsibility but made no effort to solve issue.
O2 Not Met Proactive follow-through conf 100%
No next steps, timeline, or commitments given; call ended abruptly with issue unresolved and no follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a basic TV-Wi-Fi connectivity issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent showed no empathy or acknowledgment of frustration; responses were mechanical and dismissive despite customer’s effort.
X2 Not Met Tone & rapport conf 100%
Agent failed to match customer’s tone, pace, or emotional state; remained robotic despite signs of confusion and urgency.
X3 Not Met Overall experience conf 100%
Customer repeated information (name, call history) multiple times; agent added no value and increased effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
I got a new TV last Friday, and I couldn't get it going. I called this number. They told me to call this number and they rebooted it. They rebooted the... Now, I lost it today. I was, I was trying to get something done with it and I lost it and I said... And I understand and now I was working well, have you lost receiver again or is everything working fine again? Okay, all right. Well, I do appreciate all your patience and your time in helping me out, I really do. Thanks. All right. Have a good day.
00:00
Speaker 2
Welcome to LINXIS 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.link.com for more information about your product. Hi, thank you for calling LINXIS technical support. My name is Dylan. How can I help you today? Mm-hmm. Mm-hmm. [silence]
00:00
Speaker 1
[silence] to the network my Wi-Fi? Can you reboot that Wi-Fi? They did that last I think Thursday, was it? Thursday. Yes, yes. What do you need [silence] My what? Oh, email address. Uh I didn't I didn't I didn't give them one. I didn't give them one. Didn't they didn't even ask for it. They just wanted my [silence]
01:00
Speaker 2
So, so you mean sir you reached out to us? That called us last time? I see. Um, do you mind providing me, um, some of your information so that I can check if I can find any record of you here. Okay. Um, can you provide your email address? The one that you provided your email address. Yes.
01:00
Speaker 1
phone number, name, phone number. [silence] and got right in with it and he wanted to know what kind of router I had. That was it. yes from my. I call that same day. yes this number, I call the number I called another number, number that's on my bill and they gave me this number call yes like what?
02:00
Speaker 2
uh, is it the same number that you're using right now? yeah, I tried looking at here on our system but I can't find any records under the phone number. So you called last Thursday. Yes sir. this is just to confirm with you, sir, did did you call links this? Did did you call linksys?
02:00
Speaker 1
I have no idea what that is. Oh, yeah, that's my brother. Yeah, see, you got the information. I check mission, okay? From this number that I called you today, ask me what you, what famous router I had. And I told him that, oh, he said, that's a good one. Okay, now, they told me they could reboot it and they could
03:00
Speaker 2
Okay. Lingksklngsklngsklngsklngsklngslngslngsklngsklngsklngsklns. Uh, linksys... Like, these these is.. is the brand of the router sir. No, um. Yeah I'm confirming if you called in last time. Through link sys. May I know where you called it. Mm-hmm. Uh-huh.. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
03:00
Speaker 1
Well, I don't care about the record. I want my TV back. Okay. Okay. Okay. What do you want? Let me see. I got a look at I I don't use. Yeah, my full name is James M. Night with a K. [silence]
04:00
Speaker 2
All right, sir, I really did try to look for the record, but I can't find any. But anyway, I you don't have to worry. I'll just create a new one and then check uh your information and ensure that you will have a record here on our system. You don't have to worry, sir. Okay? So let me just run some verification with you, and then uh create a record then proceed with the troubleshooting. Is it our troubleshooting? Okay. So do you mind providing me your email and em um email and um name? Your your full name. I'm sorry, that's
04:00
Speaker 1
[silence]
05:00
Speaker 2
you spell it out, please? Okay. night. How about your last name, sir? you're your first name? James. Oh, yeah, I found a record, I found a record here under James Knight. that it was a record last year, like, um, last 2025. But anyway, um, let me check further, okay? Just bear with me. [silence]
05:00
Speaker 1
Last Thursday, all right? I couldn't get the TV going, I do it brand new, kind of Sunday that, and I called Spectrum technician. Yes. Uh, they... You're linked in? Oh, well, yes, folks, they're the ones that got it connected them, I guess. How does that work? He gave me that number. Well, let me go to Spectrum and I'll call you back if I have to. I don't know. All right.
06:00
Speaker 2
who is sir care a spectrum technician Oh, a spectrum technician. Yeah, I see. That's why we don't have a record of you here cuz you call in Spectrum and we're not Spectrum. We're Lincus. But anyway, yes. Okay. Uh huh. Mhm. Okay. Sure. No problem. Uh no problem, sir. I just go us back uh in case
06:00
Speaker 1
Well, I have to, because they don't have a TV. Bye. Bye.
07:00
Speaker 2
Yes, sir. No problem. All right, sir. Bye for now. [silence]
07:00