V2 Rubric Detail — 069d38ec-7c9f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 20:36
Duration
21m 21s
Contact
Eaul Sokolouski
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00136620
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6100 - slow speed
⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.25/5
Technical2.19/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp5.00/5
Overall53.6% (-0.4)

V2 Grader Summary

The agent acknowledged a missed Level-2 callback and attempted to coordinate with the backend team, but provided no technical resolution or consistent timeline. No technical claims were made that contradicted the KB, and no technical-basis auto-zero triggers were present.

V1 Case Analysis

Customer Paul (phone 716‑208‑4454) reported a missed scheduled Level‑2 callback. Agent confirmed ticket was escalated, told customer they will contact Level‑2 and wait for a callback/email. No further troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent gave inconsistent estimates for callback timing (2‑3 minutes vs 2‑3 hours).
  • No product information (model/serial) or case number was collected.
  • Escalation was mentioned but no concrete follow‑up schedule or confirmation was provided.
  • Call ended without a clear summary or verification of customer understanding.
Positive Highlights
  • Polite tone and repeated apologies for the delay.
  • Acknowledged the customer's frustration and kept the line open while checking.
Agent Errors / Gaps
  • Failed to collect essential customer details (product model, serial number, case number).
  • Provided contradictory information about when the Level‑2 team would call back.
  • Did not set a definitive follow‑up time or confirm escalation procedure.
  • Ended the call without summarizing next steps or confirming the customer's understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved — the customer's core issue (missed callback) was not fixed, only acknowledged. No confirmation of follow-up occurred.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting or diagnostic steps were performed; the agent only relayed status without investigating why the callback was missed or what the ticket entailed.
R3 Met Correct resolution path conf 95%
Agent correctly recognized that a Level-2 ticket already existed and initiated contact with that team, aligning with escalation protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause — only confirmed ticket existence and promised outreach.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal ticket system appropriately to check status and initiate contact with Level-2 — the only tool required for this scenario.
T3 Partially Met No misinformation conf 92%
Agent provided conflicting timeframes: 'two to three minutes', then 'two to three hours', then 'within the days' — creating confusion.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent set an expectation of a brief hold but failed to maintain control by delivering inconsistent and escalating time estimates.
C2 Met Confirmed understanding conf 96%
Agent used clear, polite language, confirmed customer details, and avoided technical jargon — appropriate for the context.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by apologizing, stating they would reach out to Level-2, and not transferring the customer prematurely.
O2 Not Met Proactive follow-through conf 95%
No realistic or consistent timeline was provided — estimates ranged from minutes to hours to 'within the days', undermining trust.
O3 Met Closure confirmation conf 96%
Agent referenced the existing escalated ticket and did not re-ask for basic information like name or issue type.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No new escalation decision was made — the case was already escalated; agent only followed up on an existing path.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was executed during this call — agent only communicated about a pre-existing escalation.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent apologized sincerely, thanked the customer for patience, and maintained a respectful tone despite the service failure.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, remained calm, and kept engagement despite the customer’s visible frustration.
X3 Met Overall experience conf 94%
Agent avoided making the customer repeat information and did not impose unnecessary steps or holds beyond the initial wait.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to links is 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.Linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, uh, this is Paul. I'm calling because I was supposed to get a call, a scheduled call at 4:00 a.m. EST that was 15 minutes ago from a level 2 technician and I never got a call. So I'm calling to find out what's going on, because I would love to talk to that level 2 technician if I can, please. Sure. You have my phone number? Yes. 716 208-4454. That's correct. Yeah. Yes. Yes. Thank you. Yes, that's fine.
14:00
Speaker 2
Chris, So that's correct. Okay, so it's Paul. It's P-A-U-L.L, is that correct? Okay, yeah, I see here that your ticket was escalated to our level two team. So let me... Let me ping our, let me reach out our level two team with regards to this one, Sir. Um, is it okay if I put this call on hold for about two to three minutes? All right, thank you so much. Stay on the line, I'll be right back.
15:00
Speaker 1
yes, uh within the day. so uh how many hours is that? the day. two to three hours. oh my gosh they did schedule it for an hour ago
19:00
Speaker 2
[KEEP_UNCERTAIN] Hello, sir. Yeah, thank you so much for patiently waiting on the line. So, yes, I already reached out our level two team with regard to this one. And they are currently reviewing your ticket right now. And also, they will call you back within the days. Since they are busy right now, they have calls attended. Yes, just keep your line open. Um, I think it will take about two to three minutes, uh, two to three hours.
19:00
Speaker 1
It was scheduled. They were supposed to call an hour ago. Okay, and they can call after that? Okay. Uh, let me think. Uh... Okay. All right, all right. Okay, thank you. Okay. If I don't hear anything from you guys, um... then what?
20:00
Speaker 2
Oh, I see, I do apologize, sir. Since um they are engaging in a call right now, have been engaging for a long call. That's why they did not call you back within that specific timeframe. Oh yes, I will um reach out to them and inform to them that you're waiting for their call back. Yes, I do apologize again, sir. But rest assured, I will um reach out to them. All right, just keep your line open. [silence] They will send you an email.
20:00
Speaker 1
Okay. All right. You too. Bye. [silence]
21:00
Speaker 2
email with regards to this. Thank you so much I guess for your patience and understanding and have a good one by the way, friend. Now.
21:00