V2 Rubric Detail — 150a89e6-8200-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:53
Duration
14m 37s
Contact
859-497-5000
Issue Type
Feature Question
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00137667
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
Escalation3.50/5
Customer Exp4.29/5
Overall64.3% (+28.3)

V2 Grader Summary

The agent correctly identified the end-of-support status and initiated appropriate escalation for the WUSB6300 driver request, demonstrating strong ownership and communication. However, the agent provided materially incorrect technical information by claiming no drivers were available and failed to reference the existing universal_eol_firmware.md KB document, which explicitly lists downloadable drivers for this model. This undermined technical accuracy and created unnecessary escalation effort, though no critical compliance failures (e.g., discourtesy, abandonment) occurred to trigger auto-zero.

V1 Case Analysis

Customer requested WUSB6300 driver. Agent incorrectly stated EOL status and escalated to Level 2 instead of providing public download link.

Troubleshooting Steps
  • Verified product model (WUSB6300).
  • Incorrectly claimed product is end-of-life and unsupported.
  • Placed customer on hold for ~7 minutes while checking internal resources.
  • Escalated to Level 2 for driver email delivery.
  • Collected customer email, ISP, and processor details (irrelevant for driver download).
Key Observations
  • Agent falsely claimed WUSB6300 is end-of-life and no longer supported — contradicts KB which confirms active support and public driver availability.
  • Agent provided a completely fabricated end-of-support date (June 11, 2026) — no such date exists in the KB or product lifecycle.
  • Unnecessary 7-minute hold and escalation when the solution is a direct download from support.linksys.com.
  • Collected irrelevant information (ISP, processor) that has no bearing on driver selection for this adapter.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Collected the customer's email address for follow-up.
  • Set clear expectations about the next step (email from Level 2).
Agent Errors / Gaps
  • Falsely claimed the WUSB6300 is end-of-life and no longer supported — the KB confirms active support and public driver availability.
  • Provided a completely fabricated end-of-support date (June 11, 2026) — no such date exists in the KB or product lifecycle.
  • Failed to provide the publicly available driver download link from support.linksys.com, which is accessible to all users.
  • Unnecessarily escalated a simple self-service request to Level 2.
  • Collected irrelevant customer information (ISP, processor) not needed for driver download.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent initiated escalation to Level 2 for the driver but did not confirm resolution during the call; outcome depends on L2 follow-up.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for OS, processor, ISP, and email (relevant for driver matching) but did not attempt to guide customer to public driver download despite KB availability.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EOL status but failed to check or direct customer to public legacy driver downloads (e.g., universal_eol_firmware.md), missing a self-help path before escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies need for driver and asks about OS/CPU, but does not verify model version (v1/v2) or check KB for driver availability — root cause not fully narrowed.
T2 Not Met Appropriate tools / resources used conf 100%
Agent claims 'there are no available documents for this one' and fails to use the universal_eol_firmware.md KB, which explicitly lists drivers for the WUSB6300 and WUSB6400M.
T3 Not Met No misinformation conf 100%
Agent provides materially incorrect information by stating 'there are no available documents' and that the device is no longer supported in a way that precludes driver access, contradicting universal_eol_firmware.md which provides direct download links for these drivers.
Communication
C1 Met Clear & professional language conf 95%
Agent frames interaction, uses hold appropriately, provides status update upon return — maintains control throughout.
C2 Met Confirmed understanding conf 90%
Agent adapts tone, confirms spelling, repeats back details — clear effort to ensure understanding despite technical complexity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent takes ownership, gathers required info, initiates escalation — no unnecessary transfer or avoidance.
O2 Met Proactive follow-through conf 90%
Agent sets clear next step: escalation to L2, email follow-up — expectations are realistic and communicated.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Escalation is reasonable given EOL status, but public driver availability in KB means L1 could have resolved it — borderline escalation.
E2 Met Escalation prep & handoff conf 90%
Agent collects full contact info, explains escalation path, and informs customer — execution is complete.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remains polite, thanks customer for waiting, uses respectful language — demonstrates empathy and professionalism.
X2 Met Tone & rapport conf 90%
Agent matches customer’s pace, confirms understanding, avoids technical overload — maintains engagement.
X3 Partially Met Overall experience conf 80%
Agent avoids making customer repeat info, but could have reduced effort by directing to public driver link instead of requiring escalation.
Call Transcript11 turns · 14 lines
Speaker 1
Hello. I was just trying to get a driver for the W USB 6,300 and I was looking online for that, but I couldn't seem to find where I could download that driver. Okay. Let me. grab that real quick. [silence]. Can you hold on just a second? All right. It's almost done, top number. Okay. One, three E, O, two, zero M, one, five C, one, three, two, nine, two. Okay.
00:00
Speaker 2
Yeah, sure. Okay, let me just check. Hold on. Okay. Um, yeah, uh, for checking here on my answer for this device, um, this one is no longer supported. [KEEP_UNCERTAIN] Uh, the end of support is last of, um, June 11th, 2026. So after that, we can no longer provide any technical help for this unit anymore, and also there are no available documents for this one. Yes, sir. Um, where did you purchase this, one? Yeah, you can return this product, sir. You, oh, okay. me.
01:00
Speaker 1
Even though there's not support available for it, you would think I would still be able to get a driver for it. Is that not the case? I certainly have, and I've spent probably 40 minutes on your website trying to find the driver. Even though it gives me options on the Lynxsys support page, and I've put in the WUSB6300 driver in the search bar, it gives me options for how to install it, the setup wizard, how to install it manually, installing automatically, but it does not give me an option to download the actual driver.
03:00
Speaker 2
we still have to some, uh, have you tried to visit our website and search for that device?
03:00
Speaker 1
Download the driver that I can find. And that's really all I need is to download the driver. I can read the instructions myself, that's not a problem. I thought I thought you I thought you said it had uh ended in support last month in June, 2022. Okay. Okay. And if not, how would I get it? Oh god.
04:00
Speaker 2
Mm, let me just check if they can pull up, um, some drivers with this one, since the end of support is last august 11th. Um, I'll just have to check on some of them. I'll just put you on hold for two to three minutes, all right, I'll be right back. Yeah, that's June 11th, yeah. I'll just have to check if they still have it. If we can still give um, drivers for this one. Okay.
04:00
Speaker 1
trash this one. Okay. Yeah, I've downloaded them both. Hello. Okay. Michael, M-I-C-H-A-E-L. Brown, B-R-O-W-N. 538 at Common Spirit, C-O-M-M-O-N-S-P-I-R-I-T.
11:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Ah, yeah, I have checked this one on our level 2 tech line, and they can send you some documentation or a downloadable driver. So, I have to escalate this case to them. Okay, may I have your email address, please? That they can contact you, that they can send you the link. Thank you so much, sir. That's O.R. O.R.D. for Delta. G. Let me just verify that it's Michael, M-I-C-H-A-E-L.Brown, B-R-O-W-N-538@commonspirit.org, correct? All right. And who is your Internet service provider? Spectrum. Okay, I see. And I just wanted to ask, what's the processor of your computer? Is it 64 bit or 32 bit?
11:00
Speaker 1
I don't know for sure. I haven't looked at that. It's uh Windows 11 machine I think. I would almost think it would have to be a 64-bit. Yeah. Well if you send me if they send me an email I can certainly reply back with those details. I know the instructions in the box tells me that I need to download version two of the uh WUSB 6300 uh version 2.0.
13:00
Speaker 2
Okay. Windows 11, okay. Yeah, because we need those information so that they can give you the right driver for specific processor and operating system of your computer. Okay. Yeah, sure. So I'll just have to escalate this one so that they can give you the driver link, but yet just set your expectations since we can no longer support that's the only thing that we can help you out. Yeah. Yes. Yep. But yeah, it's no longer available on
13:00
Speaker 1
All right, thank you. You too, thank you. My bag. OK. Yeah, I'm ready.
14:00