V2 Rubric Detail — 1a76bbce-6438-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:19
Duration
5m 11s
Contact
Linda Haynes
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132819
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MR20MS

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall33.9% (-20.1)

V2 Grader Summary

The agent failed to diagnose or resolve the router issue, skipped all technical troubleshooting, and relied solely on warranty verification. Despite correct communication pacing and a clear next step, no tools were used, no technical guidance provided, and customer effort was increased — resulting in an unresolved case with minimal progress.

V1 Case Analysis

Customer reported new Wi-Fi 6 router not working; agent requested proof of purchase for warranty verification and will email follow-up instructions.

Troubleshooting Steps
  • Collected serial number and ISP information
  • Asked for purchase date and proof of purchase
  • Provided email address for follow-up and instructed to send screenshot of order
Key Observations
  • Agent never identified the specific technical problem (e.g., no internet, Wi-Fi issues).
  • No troubleshooting steps were attempted; call focused solely on warranty eligibility.
  • Model number was never obtained, limiting ability to provide model-specific guidance.
  • Customer mentioned the router is 'not working' but agent did not probe for symptom details such as LED status, device connectivity, or setup progress.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Accurately captured and repeated the serial number after phonetic spelling (e.g., 'U for Uniform', 'D for Delta') at [00:00].
  • Provided a clear next-step (email screenshot of receipt) for warranty verification.
  • Confirmed the corrected email address with proper spelling at [04:00] after customer correction.
Agent Errors / Gaps
  • Failed to ask the customer to describe the exact symptom or error message (e.g., at [01:00] when customer said 'new route' and 'not working').
  • Did not follow standard troubleshooting protocol before moving to warranty verification.
  • Did not collect the product model number, which is required for most support flows.
  • Misheard and incorrectly repeated the customer's email address as 'rockporcheladie07@gmail.com' at [03:00], requiring correction by the customer at [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent did not troubleshoot or fix the router issue, only requested proof of purchase for warranty validation.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed — no verification of connectivity, firmware, settings, or basic troubleshooting like power cycling or access to the admin interface.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified that warranty verification requires proof of purchase, but failed to proceed with best-effort troubleshooting for a potentially out-of-warranty device, which is expected per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask relevant diagnostic questions, or attempt to determine root cause; interaction lacked any logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not check warranty status in the system, access account data, or attempt remote diagnostics, despite having the serial number.
T3 Not Met No misinformation conf 94%
No technical information, recommendations, or guidance were provided; customer received no actionable support related to router functionality.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set a next step (email and callback), but failed to frame the purpose of the call or manage the interaction toward technical resolution; call was reactive and unfocused.
C2 Met Confirmed understanding conf 96%
Agent used clear, simple language, repeated the serial number and email carefully, and confirmed accuracy with the customer, adapting to their pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent took ownership of sending an email but shifted full burden of resolution to the customer without attempting any troubleshooting, violating OOW best-effort expectation.
O2 Met Proactive follow-through conf 97%
Agent provided a clear next step: email within five minutes, then customer to call back — specific, time-bound, and communicated clearly.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the limited interaction and lack of technical investigation.
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 92%
Agent was polite and thanked the customer but showed no empathy for the frustration of a new router not working, nor acknowledged the customer’s effort.
X2 Met Tone & rapport conf 95%
Agent maintained a calm, neutral tone, matched the customer’s pace, and avoided rushing or sounding dismissive, keeping the customer engaged.
X3 Not Met Overall experience conf 94%
Customer was required to find a receipt, wait for an email, and call back — adding steps instead of reducing effort, especially when basic troubleshooting could have been attempted.
Call Transcript10 turns · 10 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello miss Linda, this is Dylan again, coming from Linksys technical support. I don't know why we got this connected but, um, yeah, uh, mm-hmm. Uh-huh. All right. Let me just repeat that one. It's 50 U for uniform. 1 0 M for Mike. 1 5 D for Delta. 0 0 9 2 8. All right.
00:00
Speaker 2
It's a Wi-Fi 6 router, Linksys, and the serial number is 5-0-U-1-0-M is in Mary-1-5-D is in dogs-0-0-9-2-8. Mm-hmm. That's correct.
00:00
Speaker 1
Right, let me just check this one here. And may I also confirm who's your internet service provider? Spectrum. Okay. Yes, ma'am. Okay. So, okay, um, just to confirm with you, uh, Miss Linda, when did you purchase this device? [silence]
01:00
Speaker 2
It is spectrum. We I've already talked with it, they said it's not their it's not in the modem, it's not that's not the problem. So, I got a new route. Uh, about, uh, on Saturday. So it's been like four days. [silence]
01:00
Speaker 1
Saturday okay so um here's the thing uh Miss Linda so based on our system uh I mean we can't really identify the specificuh specific date when uh when uh when uh is the warranty of the device. So in order for us to validate and verify the warranty status of your um your router and update it on your record uh we want you to provide us the proof of purchase or the receipt of the device when you purchase this one if you still have it. Uh huh. Uh huh. But uh I believe there is like uh information or um purchase details where the name of the device is showing as well as
02:00
Speaker 2
Okay, it was purchased online at Walmart.com, so I don't have a receipt for it.
02:00
Speaker 1
the date you placed it, right? Yeah, then, uh, you can take a screenshot or, yes, screenshot and reply to the email thread that I'll be sending you. Then you can give us a call back right after that for us to validate it. Okay. So I'll be, I'll be sending you an email right after this call. Then attach the file on the email that I'll be sending you and then give us a call back once you send it. All right. So let me verify again your email address, ma'am, to make sure that you will receive the email. Uh, it's rockporcheladie07@gmail.com.
03:00
Speaker 2
Okay. Give that to you. Okay. Okay. [silence] Okay.
03:00
Speaker 1
Okay. Okay. R-O-C-K-P-O-R-T-C-L-A-Y-O-5@Gmail.com. Okay. Got it ma'am. Thank you so much for that. So just expect my email after this call. Give me at least five minutes. Okay? All right. Thank you so much for understanding ma'am. Have a great day.
04:00
Speaker 2
Right. rockport lady at 05 at gmail. R-O-C-K-T-P-O-R-T-E-L-A-D-Y-0-5. Yes. Okay, thank you. [silence]
04:00