V2 Rubric Detail — 1388bbd6-742e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 02:47
Duration
11m 12s
Contact
Raytheon
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00135265
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry
⚠ 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

Resolution1.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall4.6% (-31.4)

V2 Grader Summary

The agent failed to resolve or appropriately escalate a clear enterprise support request for maintenance partner lists, provided technically inaccurate information (incorrect URL, unsupported serial length claim), and demonstrated poor call control, ownership, and communication. Despite polite tone, the interaction lacked genuine empathy, effort reduction, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Jenny) sought authorized partner list or direct support quote for 15 Raytheon-branded devices (model M4D FR-AX22). Serial lookup (A151452) returned no data. Agent could not confirm Linksys product and directed to support.linksys.com.

Troubleshooting Steps
  • Requested model number
  • Requested serial number
  • Performed internal serial lookup
  • Verified serial format expectations
Key Observations
  • Agent correctly attempted serial lookup but did not escalate to business support despite clear request for partner quotes/RFQ.
  • No HappyFox case was created to document the business inquiry.
  • Generic website referral was insufficient for the commercial nature of the request.
  • Agent noted the serial number was shorter than typical Linksys devices, which aligns with KB expectations (11–13 characters).
  • No technical inaccuracies were identified in the agent's guidance.
Positive Highlights
  • Polite and professional communication throughout the call.
  • Attempted serial lookup to verify product authenticity.
  • Correctly identified the serial number format issue (too short for Linksys devices).
  • Requested customer email and clarified company name.
Agent Errors / Gaps
  • Failed to escalate to business support or sales team for partner/RFQ request.
  • Did not create a case to track the inquiry.
  • Provided only a generic website link without offering alternative support pathways for commercial customers.
  • Allowed long silences and hold periods without explanation, reducing efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended call with generic website redirect and no resolution to customer's request for authorized partner list or maintenance support for 15 devices.
R2 Not Met Diagnostic thoroughness conf 98%
Agent only requested model/serial, declared 'no data,' and performed no troubleshooting toward enterprise support needs.
R3 Not Met Correct resolution path conf 97%
Customer sought enterprise maintenance/partner quotes; agent gave generic consumer redirect instead of appropriate sales/escalation path.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify enterprise maintenance need and asked no qualifying questions beyond model/serial.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent performed serial number lookup (tool use) but failed to leverage internal resources for sales escalation or partner referral when clearly needed.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URL (support.linksis.com) and unsupported claim about serial number length (11-13 chars), contradicting KB.
Communication
C1 Not Met Clear & professional language conf 96%
Long silences, no agenda framing, poor call control; agent placed customer on hold without summarizing next steps.
C2 Not Met Confirmed understanding conf 95%
Agent used generic consumer language, failed to adapt to corporate procurement context or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent said they would check with superior but never followed through or took ownership of delivering enterprise support info.
O2 Not Met Proactive follow-through conf 97%
No concrete next steps or timeline given; only suggestion was to visit a website, leaving request unresolved.
O3 Not Applicable Closure confirmation conf 99%
No prior case history; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer explicitly requested partner list and quotes—an enterprise escalation trigger—but agent did not escalate.
E2 Not Met Escalation prep & handoff conf 97%
No escalation occurred; agent did not route to correct team or provide any escalation details.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I'm sorry ma'am' and was polite, but showed no genuine empathy for business-critical procurement request.
X2 Not Met Tone & rapport conf 94%
Agent failed to adjust tone or pace to corporate context; customer disengaged due to lack of relevant response.
X3 Not Met Overall experience conf 95%
Customer repeated serial number; agent did not use it effectively and added friction by suggesting external research.
Call Transcript21 turns · 22 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press one. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Eppy, how can I help you? Okay. Okay. I'm sorry ma'am.
00:00
Speaker 1
I yeah I believe it's links as I mean when I googled the model number Google was saying it was links as so hopefully it is yeah so well the description says rave NIS so rave one word and then NIS and then part number or model number MD sorry M4D FR dash and I think the AX is what's linking it to Linksys yes[silence] yes.
02:00
Speaker 2
Yeah, I just need to verify, uh, are you calling regarding a Linksys? Do you have a Linksys? What's the model number, by the way? Can I get the model number? M4 -(FR-AX22 hundred.
02:00
Speaker 1
Yes. [silence] for the associate buy and I am trying to um purchase.
03:00
Speaker 2
is that the model? because we don't have any model that is okay, just let me just check this one ma'am. We have the AX2200 which is the Linksys Hydra 6. um let me are are you trying to uh purchase this particular device ma'am?
03:00
Speaker 1
report, like maintenance for these devices. 15 of them. Yes. Raytheon. Raytheon. R A Y T H E O N.
04:00
Speaker 2
Okay. So you're calling to ask for support for it's like maintenance for your for the uh for the devices. Where the link is devices. [silence] I'm sorry. I wasn't able to get your name ma'am. Uh where are you calling from? From which company? [silence] Uh how do you spell it? [silence] Oh. [silence] [silence] [silence] [silence] [silence] [silence] [silence] We are not sure understood your need. Is this kind of support needed for maintaining the devices? You can just quote your issue like 'Our company has set of some computers which need a weekly trend report. I have seen some insight reports. Can we get them integrated with our suite?' For the agreement. [silence] [silence] [silence] So if you need a support, you can give us a callback after searching your customer support portal and browsing the products what we are offering.
04:00
Speaker 1
Yeah, my email address? Yeah. Yeah, my email is Jenny J-E-N-N-Y period m period Y A N G at R T X C O M.
05:00
Speaker 2
Okay. And do you have any email address? Any email address will do, ma'am. It could be a company email or your email address. Okay? So, you're calling to ask for tech support or to ask for maintenance for your linksys devices. You mentioned regarding uh, government, government? But earlier and the, the, the uh,
05:00
Speaker 1
Yeah, so, like, if you have a list of, you know, authorized partners that can provide the service, uh, support for these devices. Yeah. Or do you guys provide support that, like, can be procured from you directly if I send you an RFQ? Okay. So, let me...
06:00
Speaker 2
Well, we can provide support as long as it's from Linksys, it's Linksys devices ma'am. Um let me have this, let me have this checked first with my immediate superior. Um what are the questions? I, I just need to list uh your your questions here. So, um you wanted to, you wanted the list of authorized partners.
06:00
Speaker 1
Yeah, like who can I ask to give me quotes for this? Like,o yeah, we need quotes for the support for like one year support. Yeah, do you want to take down also like a serial number to verify that these are links? Yes. Would that help? Okay, so I mean there's 15 of them, but I'll just give you one and then you can check to see if this is what the serial number would look like for these part numbers.
07:00
Speaker 2
[silence] coats, huh. Oh, okay. All right. Ma'am, let me just have this verified first with my superior. So can I put you on hold for about three to four minutes? Would that be okay? Yes. Yes, sure. No problem. Can I have it, please? Mm-hmm.
07:00
Speaker 1
Serial number a, a is an apple, one, five, one, four, five, two. Yeah. Does that, um. OK. OK. Um, I will check back with the program and see if they can give me more information on the oem.
08:00
Speaker 2
All right, sure. [silence] That's it. [silence] Well I uh it shows no data on RN now. [silence] Usually our serial number um it has uh, I mean it's combination of numbers and letters, but it's uh it has longer uh numbers um at least 13 characters and 11 to 13 characters. [silence] Yeah. [silence] Well, did it say Linksys on the device itself? Because if it's
08:00
Speaker 1
I don't know, like I just put it in the model description says NIS then that part number I gave you, so when I Googled it, the only thing it tied it to was LenXis. But if you don't think it's one of yours, then I can go back to the program and ask them to give you more info. Yeah, but they all look similar. They all start with A and then there's like a six digit numeric after the A.
09:00
Speaker 2
really from linksys, we would be able to check on that on our system, ma'am. Oh, okay. [silence] yes, ma'am, because uh based on the serial number you've given me, it shows no data. So we really need to make sure that, um, is that the uh is that the uh the only serial number? I mean, you you mentioned that you have another serial number. Um, six digit for the network device.
09:00
Speaker 1
I don't know. Okay, so. So maybe it's this is not, maybe Len is not the OEM. So, I can do some more digging to find who this is. Okay. Okay. I appreciate your help in taking my call. [silence]
10:00
Speaker 2
Yeah. So are serial numbers that, uh, normally it has like, uh, more than 10 characters, 13 or 12 characters. Yes. Yes. Yes, you may, uh, you may always verify that ma'am and, uh, you can always give us a call back if, uh, if ever it's from linksys. But, uh, again, uh, it shows up nothing here in our in our system with that serial number. Okay. not a problem Miss Jenny. Well, thank you for your time and for more information, just please visit our site support.Linksys.com. This is Eppie from Linksys thank you for
10:00
Speaker 1
You too. Okay, you too. Bye.
11:00
Speaker 2
Hey, you're good, nice to talk to you, you too, okay, okay, man, I'll see you later.
11:00