V2 Rubric Detail — 22a1b798-6101-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:08
Duration
5m 15s
Contact
No name
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00132436
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: misdirect call

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall35.9% (-34.1)

V2 Grader Summary

The agent correctly identified the LiftMaster gate as out of scope for Linksys support, satisfying technical accuracy and resolution path criteria. However, no troubleshooting, empathy, ownership, or helpful redirection was provided. The customer was left without next steps after repeated attempts to explain their issue, resulting in an unresolved outcome with high customer effort.

V1 Case Analysis

Customer inquired about LiftMaster gate reprogramming; advised this is not a Linksys product and directed to LiftMaster support.

Troubleshooting Steps

None recorded.

Key Observations
  • Call was off-topic for Linksys support, as confirmed by the KB.
  • Agent correctly identified the mismatch and provided appropriate closure.
  • Minor protocol misstep by asking for a Linksys serial before confirming product relevance.
  • Communication was clear but lacked empathy and had awkward phrasing.
Positive Highlights
  • Accurately identified that LiftMaster gate support is outside Linksys scope.
  • Provided correct operational closure by directing the customer to the appropriate support path.
  • Maintained factual accuracy throughout the interaction.
Agent Errors / Gaps
  • Asked for a Linksys serial number before confirming the product relevance.
  • Used confusing phrasing ('your fence?') which may have increased customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer's issue (LiftMaster gate reprogramming) was not resolved, and no resolution path was provided beyond stating it was out of scope.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; the agent did not ask diagnostic questions about the gate or attempt to understand the problem before declaring it out of scope.
R3 Met Correct resolution path conf 96%
Agent correctly identified that LiftMaster is not a Linksys product and that support cannot be provided, aligning with support scope policies.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask relevant questions, or attempt to determine a root cause — simply concluded the product was out of scope without diagnostic engagement.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools were required or applicable for a non-Linksys product inquiry.
T3 Met No misinformation conf 97%
Agent accurately stated that Linksys only supports routers and networking products, not gate operators — factually correct per company scope.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent acknowledged the call and responded, but failed to set expectations or guide the interaction beyond a single statement about scope.
C2 Met Confirmed understanding conf 95%
Agent used plain language (e.g., 'you may have dialed the wrong number') appropriate for a confused customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; immediately dismissed the issue without exploring any way to assist or redirect effectively.
O2 Not Met Proactive follow-through conf 96%
No next steps were given — customer was not told who to contact or where to seek support for LiftMaster.
O3 Not Applicable Closure confirmation conf 90%
This was the first contact; no prior case history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was needed or performed, as the inquiry was out of scope.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent remained polite but did not acknowledge the customer's effort or frustration; minimal empathy shown despite caller's repeated clarification attempts.
X2 Partially Met Tone & rapport conf 93%
Agent did not adjust tone or pacing to match the customer’s confusion; interaction was transactional but not disengaging.
X3 Not Met Overall experience conf 95%
Customer had to repeat themselves multiple times and was ultimately left without guidance, increasing effort significantly.
Call Transcript10 turns · 11 lines
Speaker 1
care support option maybe. Yeah, um I'm having some issue with my gate. Somebody hit it and I had to straighten out and then I wanted to reset it across the... [silence] Yeah, um I'm having some issue with my gate. Somebody hit it and I had to straighten out and then I wanted to reset it across the... [silence]
00:00
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 serial number ready for assistance press 1 now for for out of warranty products part support may be available depending please have your devices serial number and contact information ready if unavailable kindly call back later for out of warranty products paid support option may be available depending on the issue Thank you for calling this is Ice. How can I help you? Uh, hold on. Hold on. [laughs] Excuse me? Oh, I was about to say. Yeah. Uh, your fence? You said your fence?
00:00
Speaker 1
[silence] [ silence ] No the gate, the Craftsman gate that open and close. Craftsman. Craftsman gate that open up and closes. So it's not a Lip mast. The Lip mast gate. L-I-P-M-A-S-T-E-R. Lip master. [silence] Lip master gate. [silence] All right.
02:00
Speaker 2
Crossman. Can you spell that sir? [silence] LiftMaster gate. [silence] So your LiftMaster gate was uh hit and then you reset your
02:00
Speaker 1
What did you say? I uh, I had the gate um, repaired. I know I need to reprogram back the board so it can open and close. So I need technical support to walk me through it. Reset it back, so it's. Yes. I just need to. Yes, operating back, yeah.
03:00
Speaker 2
okay, so your left must I get was it. Okay. So your lift master gate was it. So you repaired it and so you want to connect. Yes, to connect your gate operator. Okay. All right.
03:00
Speaker 1
the gate is not a roller, this is a gate, this has nothing to do with a chair, I'm, no, I'm calling with regards to the leaf master
04:00
Speaker 2
May I have the serial number of your Links product or router? No, your Links router. I see. If. So, you're not calling with regards to a LinkSys product? OK, so if you're calling about the lift master gate operation, then I think you may have dialed the wrong number, because you are calling LinkSys's Technical Support, and we only provide assistance with regards to LinkSys products. They are usually routers and not gate [silence] operators or lift master.
04:00
Speaker 1
I understand Okay. Okay. You too. Thank you. [ silence ]
05:00
Speaker 2
Thank you for calling Maajor and take care. Have a great day. Goodbye. No worries.
05:00