V2 Rubric Detail — 05e7e29c-6072-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:03
Duration
7m 57s
Contact
Santo Horvath
Issue Type
Escalation Request
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#PR00132341
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6201_Related to RMA Ticket PR00086138_For Refund or Replacement
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall53.8% (+9.8)

V2 Grader Summary

The agent successfully collected the replacement unit's serial number through clear, adaptive communication and avoided unnecessary customer effort. However, no triage, warranty verification, or resolution path was established, and no next steps were communicated. While appropriate for a narrow verification task, the lack of protocol adherence for an RMA-related interaction limits the outcome to partial resolution.

V1 Case Analysis

Collected replacement unit serial number: 58W10M2D01647. Model number, warranty status, and next steps not confirmed. No case reference created or updated.

Troubleshooting Steps
  • Requested serial number due to missing photo
  • Phonetically verified each character of the serial number with customer
  • Corrected initial confusion between 'A' and '8' in the serial prefix
Key Observations
  • Agent repeatedly mispronounced customer's name as 'Panto' instead of 'Santo' [05:00, 07:00], indicating poor attention to detail.
  • Long silences and looping confirmation (e.g., 'A for alpha or number eight?') caused avoidable delays [01:00–03:00].
  • No model number, warranty status, or case reference was collected despite clear relevance to RMA process.
  • Call ended without summarizing outcome or explaining next steps, leaving customer in uncertainty.
Positive Highlights
  • Agent correctly recorded the serial number after clarification, ensuring data accuracy.
  • Remained polite and patient during repeated verification attempts despite communication challenges.
Agent Errors / Gaps
  • Repeatedly misstated customer's name as 'Panto' instead of 'Santo', damaging rapport and professionalism.
  • Did not collect or confirm product model number, which is essential for RMA validation.
  • Failed to verify warranty status or discuss support eligibility, a core protocol requirement.
  • Did not create, cite, or update a case reference (e.g., HappyFox ticket), violating case management protocol.
  • Ended call without confirming next steps or operational closure, leaving issue unresolved.
  • Used inefficient and confusing phonetic verification process with redundant checks and long silences.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 80%
Agent obtained the replacement unit's serial number but did not confirm resolution, warranty status, or next steps for the RMA process.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting or diagnostic steps were performed; interaction was limited to serial number verification without any triage.
R3 Not Met Correct resolution path conf 95%
Agent did not verify model, serial, or warranty status, nor perform any triage before handling the replacement request — violates RMA protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed; agent did not identify symptoms, ask relevant questions, or determine root cause — only collected serial number.
T2 Met Appropriate tools / resources used conf 85%
For a serial number verification task, no additional tools (e.g., remote access, case lookup) were required; verbal confirmation was appropriate.
T3 Met No misinformation conf 90%
Agent provided correct information: accurate URL (support.Linksys.com) and correctly spelled out serial using phonetic alphabet.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced himself and maintained control during serial collection but failed to set expectations or outline next steps.
C2 Met Confirmed understanding conf 85%
Agent adapted communication by using phonetic alphabet (Alpha, Whiskey, Mike) to ensure clarity and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish without transfer or deflection; handled all aspects of the request.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up commitment provided after obtaining the serial number.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced, and no handoff occurred — appears to be a standalone contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the scope of the request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, thanked the customer multiple times, and maintained a professional tone despite repetition and ambiguity.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used clear verbal cues, and adjusted phrasing to maintain engagement during serial verification.
X3 Met Overall experience conf 85%
Agent accepted verbal serial input instead of insisting on a photo, reducing customer effort in a no-photo scenario.
Call Transcript10 turns · 13 lines
Speaker 1
This is Linksys technical support calling. This call is recording. Hello, this is Eric from Linksys customer assurance team. May I speak with Santo? Hello Santo, thank you for. Santo, I apologize for calling you back. Uh, by the way, this call is recorded for quality assurance purposes. Uh, Santo, I understand that you don't have a phone for you to provide a photo of the replacement. But is it okay instead that I'll be uh getting the serial number of your replacement unit? Thank you. Yes, I'll just uh take note of it instead. Thank you.
00:00
Speaker 2
Speaker A: you have technical support.
00:00
Speaker 1
I appreciate the phonetics, okay, but please confirm if I got it correctly. Okay? So that's five then A for alpha. Alpha. That's W for Whiskey one zero M for Mike. Number two. A for alpha. V for delta. Zero one six four seven. Thank you. Wait for a few seconds. Let me just check it on the system, okay? Okay? Uh, by the way, after the number five, could I ask for your help to verify is it A for alpha or number eight? A for alpha. Thank you. Let's. [silence] Because, uh, it's not, uh, showing up on our system, I'll change it to 58 because that's the first two numbers with your original one, okay? So it's, uh... [silence] If I based it on your original one, like, uh, it start with 5, 8, W, your original W, uh, ID number for 8. [silence] I'll enter like that. you're the one. So if this replacement, uh, if it's a model, it should be five eight as well. Uh, can I ask for your help to verify it? okay. Then so your original is five eight W 1 0 M 2 A D 1 2 1 1 1. So the replacement is 5 A per alpha, not like five eight, am I correct? okay. Yeah, so that's a reason why we we asked our customer to take a photo so that we can like cross check like the actual because we can make it bigger if there's a photo, like uh for us to verify the serial number. What do
01:00
Speaker 2
Okay, let's see. Oh, let me Now, yeah, the old one is five eight W. Yes, that's correct. Right. [silence]
03:00
Speaker 1
I don't have a magnifying glass, but l like [silence] can try to help you with verification. Sure [silence] I'll wait for your message. [silence] And if you need further assistance, don't hesitate to ask. [silence]
04:00
Speaker 2
Yes, I checked with all that.
04:00
Speaker 1
Okay. OK. Can you provide the rest? Thank you. Okay, go on. Thank you. Thank you. Appreciate the the clarification. Thank you. Okay. So it's already he got the radio number. I appreciate your help, Panto. That's the only thing that I need since you don't have the photo, okay? So, Panto, as what we had discussed, okay. So, Panto, as what we had discussed, okay. So, Panto, as what we had discussed, okay.
05:00
Speaker 2
[silence] [silence] It is 58 W10M2 10 M2 A like alpha D like day 01647 Or is that an O? I appreciate that. Okay. Okay. [silence] It is 58W10 M2 10 M2 A like alpha D like day 0147 Or is that an O? I appreciate that. Okay. Okay. so it is zero. it is D01647. yeah. okay. all right, cause I had uh, oh. yes. okay. you're welcome. you're welcome. okay. all right. no, that was it. I'm
05:00
Speaker 1
my name is Eric, your level 2 technician, and our website is support.Linksys.com. Thank you for taking my call. Thank you. Okay. Bye-bye. Thank you. Bye-bye. Bye-bye. Bye. [silence]
07:00
Speaker 2
Okay. You're welcome. You have a great day too. Bye bye. You're welcome. Bye.
07:00