V2 Rubric Detail — 1d89ba90-73cf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:28
Duration
9m 43s
Contact
Marcia Cipriano
Issue Type
Account/Billing
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#GI00135050
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
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Sentiment Trajectory
—
Ticket subject: URGENT: New DSAT Alert - Marcia Cipriano / 134971
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.00/5
TechnicalN/A
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp5.00/5
Overall62.8% (+10.8)

V2 Grader Summary

The agent demonstrated empathy and ownership by accepting feedback and promising follow-up, but no resolution was possible as the device was discarded. Technical troubleshooting was not applicable. Outcome is Ownership Gap due to partial follow-up commitment despite technical resolution being impossible.

V1 Case Analysis

Customer reported AI chat provided incorrect router configuration steps, causing the router to become inoperable. She discarded the unit and purchased a replacement, requesting compensation. Agent acknowledged the issue, explained lack of access to AI chat logs, and promised to escalate feedback. No case number created, no model/serial/warranty collected.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect product model, serial number, or warranty information despite the customer referencing a specific incident.
  • No HappyFox case was created or referenced, and no case number was provided to the customer.
  • Agent correctly explained that technicians do not have direct access to AI chat logs but that backend systems retain the data.
  • Agent offered only a vague follow-up promise without scheduling a callback or providing a case reference.
  • Customer explicitly requested a credit for financial loss due to faulty AI guidance.
Positive Highlights
  • Displayed empathy and acknowledged the customer's frustration regarding the AI chat experience.
  • Provided technically accurate information about AI chat log access: correctly stated that frontline agents cannot view logs but backend systems retain the data.
  • Agreed to forward customer feedback to the internal team for product improvement.
  • Maintained a calm and professional tone throughout the call despite the customer's justified frustration.
Agent Errors / Gaps
  • Critical protocol failure: no collection of product model, serial number, or warranty status — essential for any support case involving device failure or compensation.
  • No case/ticket creation in HappyFox, violating standard case management protocol.
  • Failure to provide a definitive resolution path or escalate the compensation request with proper documentation.
  • Vague follow-up commitment without a scheduled callback, case number, or clear timeline.
  • Missed opportunity to document the customer's detailed account of the AI chat interaction and its consequences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; router discarded, no compensation or technical recovery offered.
R2 Not Applicable Diagnostic thoroughness conf 97%
Customer stated device was in trash and no longer usable; troubleshooting not possible or expected.
R3 Met Correct resolution path conf 95%
Agent treated as feedback case, acknowledged issue, committed to share insights with team — appropriate for non-technical grievance.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
No technical diagnosis required; call was complaint about prior AI guidance, not live troubleshooting.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools needed; interaction was feedback-focused, not technical diagnostics.
T3 Not Applicable No misinformation conf 95%
No technical information or recommendations provided during call.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained politeness but failed to set clear expectations at start (purpose, duration, outcome limits).
C2 Met Confirmed understanding conf 96%
Agent used accessible language, acknowledged frustration, confirmed understanding — adapted well to emotional tone.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership, committed to pass feedback to team, did not deflect or transfer responsibility.
O2 Partially Met Proactive follow-through conf 91%
Agent promised follow-up 'within the day or tomorrow' but introduced uncertainty: 'I may not be able to' and did not confirm who would act.
O3 Partially Met Closure confirmation conf 89%
Agent referenced AI chat but had no access to prior case details; continuity limited to customer self-report.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
Customer requested compensation, but no escalation path exists for such requests in standard L1 support; no valid escalation trigger (e.g., management request, legal risk) present.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred and none was warranted — compensation requests not standardly escalated in this support model.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent repeatedly expressed empathy: 'I totally understand,' 'thank you for staying with us,' acknowledged frustration sincerely.
X2 Met Tone & rapport conf 95%
Agent matched customer’s emotional pace, remained patient during pauses, validated concerns without defensiveness.
X3 Met Overall experience conf 94%
Agent did not make customer repeat information, accepted narrative, avoided unnecessary steps or holds.
Call Transcript20 turns · 20 lines
Speaker 1
This is Lynxus technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxus specialist. Hello. Hi. Good morning. Am I talking to Marsha Ciprano? Hi. Hi, Marsha. Good morning. This is Clark, by the way, from Lynxus customer support. Uh, I'm calling regarding with, um, the feedback that you shared to us. And I would just like to ask if you're still having some issue, regarding with your Lynxus router or if you need further assistance so that we can assist you regarding on it.
00:00
Speaker 2
Hello. Yes. Right. Yes. Uh-huh. No. To be honest, it's in the trash. It was not usable. I mean, whatever that AI thing directions that I was given for it initially messed up the whole thing. And that was why I had to call
00:00
Speaker 1
[KEEP_UNCERTAIN] All right. Got it. Thank you so much for that information. Um, Marsha and, um, I will totally respect um your decision that you're no longer using um a length items.
01:00
Speaker 2
All your support and pay. And that person I spoke to could not help me. They could not make it work because whatever was done, I went to three different types of reconfigure in the little boxes, the command, and she told me, the A told me to, you know, do this and do that. And so then the person that I spoke to said probably what I was told was for a newer model. Well, I had given the model number. I put that in and all the information that was required. So I have no idea, but it totally ruined it and it was, I couldn't even get internet with it hooked. I had to just unhook it and I threw it in the garbage and I went and bought another one. So honestly, thank you for that. That was of course not how to connect a sure. Oh, okay.
01:00
Speaker 1
Router, and thank you so much for staying with us for a couple of years and using our Linksys router. Um, since you already purchased a new one and I believe it's working fine. Um, thank you so much for answering this call. Uh, I won't take any more time, um, that you have right now. Thank you. Thank you so much. Again, this is Clark from Linksys. Have a good one. Take care. Oh, go ahead. Um, Hmm. Mm. Hmm. Mm.
02:00
Speaker 2
Yes, thank you so much. We have a team that's like you basically have the theater. Yeah. CIS, listening, the only concern is that when you go into the chat box with the AI, that's where I got all the incorrect procedure to follow and they made me reconfigure the motor or not the motor, the um the router three different like reconfigure it deleted and I you know I you can listen to the conversation I had with your support person because you must record them and I read to her because I still had the boxes the command boxes up saying you know the C colon and then I whatever was on there, configure and then it was like um
02:00
Speaker 1
I see. I'll take note of that and I'll share that feedback to our team, um, so that they will be able to get notified on the information that you shared regarding on the artificial intelligence, Marcia. Okay? Oh.
03:00
Speaker 2
was it deleted or so I don't know what what happened but I guess people should be made aware maybe you shouldn't use the AI box. Okay. Do you, and I asked when I spoke to the person that I when I had to pay for the support, I I asked her, don't you have access to the chat with the AI so you can see what I was told to do and she said no. Now, why is why is it that you can't have access to those the chats? I mean, so you know when a person is calling about something, what went on and I tried to read her, you know, the the steps. that I because I had the boxes left, but she
03:00
Speaker 1
[DOWNWEIGHT] I see regarding one the conversation that you did on the AI chat box, Marsha the previous technician is actually correct we really do not have any information regarding on the chat box however the back end team who is the one collecting the data that was sent fired on the chat box do have that information um we can request uh whatever what information um you provided or you input on the chat box. But for us technicians, we do not have a direct access to it. That's why we do not have like access. But the information was stored. It's just that um we do not have a direct access to it.
04:00
Speaker 2
She said there was no way she could access the chat box. Hmm. Okay, well, the thing is. I
04:00
Speaker 1
Uh huh. Mm-hmm. Mm-hmm. Mm-hmm. I see. I see. Yeah, that's – I totally understand that one, Marsha but yeah. Um in order for us to make our system better, especially the the artificial intelligence, I can provide the feedback that you just provided.
05:00
Speaker 2
is I uh I questioned whether or not I could have continued to use the router had I bypassed the AI because it was working fine the day before that. And only thing is is my um Spectrum my um internet provider um it had gone out and that's why I started calling because I didn't know if it was my modem. And they said, oh, they would reset my modem and then I went on to to find out, you know because I was having trouble with some things buffering. So they told me to call Lynx this. So I guess what I'm thinking is like, you know, here I am. I had to end up spending another 100 over something that your company messed up, you know, and there's no, you know, compensation for that for me. So I uh huh. Uhm.
05:00
Speaker 1
me so that we can improve and update or whatever we can do to make sure that whatever the artificial intelligence provided won't mess up the in uh the internet connection especially to our um future customer and thank you so much for that information Marcia. And I totally understand that one. And I know that um the the new router is working fine and I know that you it's no longer a uh Linksys router. Uh but yeah, thank you so much for the information and thank you so much for answering this call. Um I'll take note of those information. Yeah. Okay. Go ahead. Mhm. Mhm.
06:00
Speaker 2
Okay. Yes. Okay. Because I did have it, I had it for several years and it worked fine. I was really happy with it until this incident and then I was a bit, you know, upset that whatever they told me to do, it was like dead. There was nothing in in even your uh tech support person. uh tried to get me to go into, you know, when you put the, oh, what is like the
06:00
Speaker 1
Yeah, the IP address. Okay. I see. Mhm. Got it Marcia and thank you so much for that. Uh but yeah, I acknowledge totally acknowledge all the information. [silence] Mhm. [silence] And
07:00
Speaker 2
Your location, the numbers of, like, the one, nine, yes, IP address. Yes. When I put that in, it would do nothing. So I couldn't do anything with the router for, for her to even help me with that because whatever was done before, deleted whatever, you know, the re-configuration or configure, whatever happened. So, you know, it would be helpful for you to be able to see what was done. You know, when here I call in, I pay for it, and, and you don't even know what was done to it, other than what I read back to her from the little, you know, the command boxes. So, that would be more beneficial. I, I, I would've purchased another one, you know, had it just been that it was, you know, old, because I was happy with it for quite a while. I've had it for several years. So, okay.
07:00
Speaker 1
And, and rest assured that that'll share this one to the team. All right. So I won't take a lot of your time right now Marcia. Thank you so much. Again, this is Karthik from linksest. How do I do one? Take care and goodbye. Mm-hmm. I I will try to I might not be the one to do that, but I'll check that with our team and see. I'll give you an update probably within the day or tomorrow, if the 15 will be paid to your car. Okay. All right. All right. Thank you. I, I You're very much welcome. Um, I may not be able to.
08:00
Speaker 2
Okay. All right. Thank you. [silence] Well, you know what would be good? You know what would be good? Is to give me my $[REDACTED_PAYMENT_DIGITS] credit back on my card first, for something that did not help me because I had to do it because of the a. [silence] Are you able to do that? [silence] Okay. [silence] That would be great. It'd be at least a little bit help, you know, towards the new one I had to buy. So. Okay. Well, thanks. Thank you for calling me back and let me express my concerns.
08:00
Speaker 1
I can't promise that kind of option to you uh, Marsha but I'll try my best to raise that concern, okay? Thank you so much. All right. Have a good one. Bye-bye. [silence]
09:00
Speaker 2
Okay. Okay. Yep. Okay, thank you. Have a good day. Yep, yep. Bye-bye.
09:00