V2 Rubric Detail — 1647f2f2-7f1d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 00:43
Duration
46m 36s
Contact
267-270-1386
Issue Type
Off-Topic
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (13 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication5.00/5
Protocol5.00/5
Efficiency5.00/5
Overall5.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (-13.9)

V2 Grader Summary

The agent correctly identified the Orbi RBR850 as a Netgear device and directed the customer to the correct vendor, achieving full resolution. While communication was minimal, it was sufficient given the context of a confused caller and straightforward out-of-scope determination. Troubleshooting, technical accuracy, and ownership were all met within the bounds of the scenario.

V1 Case Analysis

Customer inquired about Orbi RBS850 (Netgear). Agent confirmed non‑Linksys product and redirected to Netgear support.

Troubleshooting Steps
  • Requested model number
  • Confirmed brand is Netgear
  • Provided redirection to Netgear support
Key Observations
  • Long period of off‑topic speech before agent joined; agent remained professional.
  • Agent quickly identified the device was not a Linksys product and gave correct next‑step guidance.
Positive Highlights
  • Promptly identified non‑Linksys product and provided correct redirection.
  • Clear, concise communication.
  • No unnecessary troubleshooting steps were taken.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly identified the device as Netgear Orbi RBS850 and directed customer to contact Netgear support, achieving the best available outcome for out-of-scope hardware.
R2 Met Diagnostic thoroughness conf 95%
Agent asked for the model number and confirmed it was not a Linksys product — valid troubleshooting in a cross-brand scenario, meaningfully advancing resolution.
R3 Met Correct resolution path conf 98%
Agent correctly determined product was not Linksys-supported and provided appropriate path: directing to Netgear. No further troubleshooting warranted for brand mismatch.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (customer believes they have Linksys device), asked for model, and logically deduced it was Netgear Orbi — a correct diagnostic process.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were needed — issue resolved by model verification alone, which required no remote access, logs, or KB lookup beyond basic brand recognition.
T3 Met No misinformation conf 98%
Agent accurately stated RBR850 is a Netgear Orbi product, not Linksys — factually correct and consistent with public product data.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened with standard greeting and closed after resolution but provided minimal framing or control; interaction was brief and goal-congruent despite lack of formal structure.
C2 Partially Met Confirmed understanding conf 85%
Customer exhibited highly disorganized speech; agent remained neutral and focused on key question (model number), adapting by extracting signal from noise without escalating confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by engaging customer, verifying product, and delivering definitive answer without transferring or deflecting — handled full scope of brand-mismatch case.
O2 Met Proactive follow-through conf 93%
Agent provided clear next step: contact Netgear. Given nature of issue, no further timeline or follow-up required — path forward was complete.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff occurred — this was a first contact with no continuity requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed or performed; case resolved by correctly identifying device as out of scope and directing to right vendor.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was professional and did not express impatience, though empathy was minimal; given customer’s incoherence, highly empathetic response may not have improved outcome.
X2 Partially Met Tone & rapport conf 87%
Agent maintained steady, simple line of questioning that allowed customer to eventually provide model number — functional adaptation to erratic input.
X3 Partially Met Overall experience conf 85%
Customer repeated model information due to initial confusion, but agent ultimately extracted necessary detail without unnecessary steps — effort minimized given constraints.
Call Transcript8 turns · 32 lines
Speaker 1
speaking
00:00
Speaker 2
Welcome to Linksys 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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linkis.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible.
00:00
Speaker 1
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10:00
Speaker 2
Thank you for calling Linksys. This is Ruby. How can I assist you? [silence] What is that model, sir? Is it the modem or is it the [silence] Linksys router? [silence] Do you have a Linksys extender?
44:00
Speaker 1
I mean, that one is a laptop, but. you mean like it's a two? unit device. Um, is that is that what you're saying? But yeah, so I have both of them, the one with the model number is rb850. That is yes. Yes, this is an RV. Uh, the same company, right? Are are VR850.
45:00
Speaker 2
Yeah, can you give me the model of the router instead? Yeah, is the brand LinkSys? RBR? RBR 8 5 0. okay, hold on, sir, is this a LinkSys brand, sir, extender? I don't know. Uh what's the brand? Orbi, O R B
45:00
Speaker 1
No, O-R-B-I. okay. all right, gotcha. yes, yes, yes, you're right about that. okay all right. no worries, thank you so much bye bye go home.
46:00
Speaker 2
RBRY or R-B-Y- uh sorry to inform you sir no this is a different brand yeah this is not a link say router I guess uh I guess this is a knit gear brand yeah yeah so you should contact that gear for this one sir okay okay yes sir thank you have a nice day bye
46:00