V2 Rubric Detail — 12613444-6c4b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:55
Duration
6m 51s
Contact
Logan Arnold
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134163
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300_Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp4.29/5
Overall38.5% (-19.5)

V2 Grader Summary

The agent confirmed the customer's identity and referenced a prior technician's email but performed no troubleshooting, diagnosis, or active resolution. While technically accurate in relaying information and maintaining politeness, the lack of ownership, diagnostic effort, and meaningful progress results in an Unresolved outcome.

V1 Case Analysis

Customer reported not receiving an email from a prior support interaction. Agent verified email (loginaios05@icloud.com) and confirmed prior technician sent the email and video tutorial multiple times. Advised customer to check inbox and follow instructions; call back if needed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly relayed that the email and video tutorial were sent by the prior technician, which aligns with expected follow-up protocol.
  • No case number was referenced or created, violating standard case management protocol.
  • Agent failed to confirm whether the customer actually received the email before closing the call, leaving resolution unverified.
  • Long silences ([03:00]–[06:00]) and disorganized delivery reduced efficiency and clarity.
  • Communication was repetitive and lacked structure, contributing to a poor customer experience despite accurate core information.
Positive Highlights
  • Correctly verified the customer's email address: 'loginaios05@icloud.com' (transcript [06:00]).
  • Accurately communicated that the prior technician had sent the email and video tutorial multiple times, consistent with follow-up best practices.
  • Maintained polite tone and closed the call professionally.
Agent Errors / Gaps
  • Failed to confirm email receipt before ending the call (critical for resolution validation).
  • Did not create or reference a HappyFox case number, violating protocol.
  • Poor call control with extended silence and redundant phrasing, reducing efficiency.
  • Did not summarize next steps clearly or confirm customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No issue was diagnosed or resolved; the agent deferred entirely to a prior technician's email without addressing the customer's current needs.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps, diagnostic questions, or verification of symptoms were performed during the call.
R3 Not Met Correct resolution path conf 95%
Agent did not assess product status, issue type, or determine an appropriate resolution path—simply passed responsibility to a prior agent.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom identification, root cause analysis, or logical diagnostic process was initiated.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools were required or used because no troubleshooting occurred.
T3 Met No misinformation conf 97%
Agent accurately repeated the customer's email and correctly stated that a prior technician sent follow-up instructions and video tutorial.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent greeted the customer and asked for name, but failed to set expectations or guide the interaction toward resolution.
C2 Partially Met Confirmed understanding conf 86%
Agent used polite language but did not confirm understanding or adapt messaging to clarify what the email contained or why it was important.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; instead transferred accountability to a previous technician without validating case status or next steps.
O2 Met Proactive follow-through conf 93%
Agent clearly communicated the next step: check the email and video tutorial, and call back if further help is needed.
O3 Met Closure confirmation conf 94%
Agent referenced prior activity (email sent by previous technician), indicating awareness of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 91%
No escalation was performed and none was warranted based on the nature of the interaction.
E2 Not Applicable Escalation prep & handoff conf 91%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous, used thank-yous, and maintained a respectful tone throughout the brief interaction.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s pace and maintained a friendly, approachable tone without disengagement.
X3 Partially Met Overall experience conf 87%
Agent asked for the customer's name twice despite confirmation, creating minor unnecessary repetition.
Call Transcript5 turns · 5 lines
Speaker 2
Welcome to Lynksis support. To ensure quality service, 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
Oh, no. I actually already have, I actually just called, I think. Is this the same person I was just talking to? Uh, Logan Arnold. Correct.
03:00
Speaker 2
you're calling links since my name is Bell Sid Dick. Is it your first time calling? Alright. um, may I confirm your first and last name please? You know, I'm not really sure. Uh may I know your first and last name so I can get your record here? All right, low hats. Alright, thank you. Um, let me check. Um I think you're waiting for the email, correct? Right. One moment please. Um it's still uh creating the email for the previous technician. Uh, can you please stay on the line? I'll let me just confirm it. One moment, thank you. Thank you. [silence]
03:00
Speaker 1
Well - hello Charlie O., correct. I just got it out. Okay, thank you. Okay back.
06:00
Speaker 2
All right, thank you so much for staying on the line. Okay, let's verify your email here is loginaios05 at icloud.com. All right. I have mentioned or informed the previous technician to send the email ASAP and she was able to OK. All right. I think she sent it multiple times just to make sure that you will receive it. So kindly follow the instructions there. She also provided a video tutorial, OK, in case if you need additional help, you may call us back again. You're welcome, Logan. Thank you also for calling. Bye-bye.
06:00