V2 Rubric Detail — 27b83abe-806d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 16:49
Duration
5m 26s
Contact
416-745-4444
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall2.1% (-19.9)

V2 Grader Summary

The agent incorrectly declared the LGS328PC end-of-life — directly contradicted by KB documentation — and provided no troubleshooting, resolution, or escalation. Despite customer confusion, the agent failed to clarify the request or apply technical resources, resulting in a completely unresolved case with no ownership or next steps.

V1 Case Analysis

Customer requested guidance on configuring a trunk port on an LGS328PC managed PoE switch. Agent incorrectly stated the device is end-of-life and unsupported, provided no troubleshooting, and did not offer next steps or escalation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to correctly identify the model as LGS328PC despite clear customer input.
  • Incorrectly claimed the LGS328PC is end-of-life and unsupported — contradicted by KB documentation.
  • No troubleshooting steps, KB references, or escalation offered for a valid configuration request.
  • Agent admitted lack of training on the device type, indicating a failure in support readiness.
Positive Highlights
  • Agent acknowledged difficulty understanding the request and apologized briefly.
Agent Errors / Gaps
  • Misidentified the device model despite clear customer input (LGS328PC).
  • Incorrectly stated the LGS328PC is end-of-life and unsupported (KB explicitly lists it as supported).
  • Failed to follow protocol by not verifying product details against KB documentation.
  • Provided no technical guidance or next-step for a valid trunk port configuration request.
  • Did not offer escalation to a higher support tier or provide self-help resources (e.g., KB articles on port configuration).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent provided no resolution, workaround, or valid self-help path; closed with inability to assist due to alleged EOL status.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps taken; agent failed to clarify 'trunk port' request or guide troubleshooting despite repeated confusion.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed LGS328PC is EOL; KB confirms it is a supported managed switch (lgs_switch_firmware_update.md, lgs_switch_poe_management.md).
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify symptom (trunk port configuration), ask clarifying questions, or establish root cause; repeated 'what is your question?'
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, internal tools, or product lookup to verify support status or configuration steps for LGS328PC.
T3 Not Met No misinformation conf 98%
Agent stated LGS328PC is end-of-life and not supported — contradicted by KB which includes it in firmware update and PoE management guides.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lost call control; no framing, no structure, repeated unclear prompts, failed to manage transition or expectations.
C2 Not Met Confirmed understanding conf 92%
Agent used confusing phrasing ('Chong port', 'Langsdale router') and did not adapt language to clarify customer's technical request.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility ('we are not trained for this type of unit') instead of attempting resolution or escalation.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up offered; call ended without direction.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite clear inability to assist and lack of product knowledge; warranted escalation to L2.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I'm sorry, sir' twice, but did not acknowledge customer effort or frustration beyond scripted politeness.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust pace or tone to match customer’s disjointed speech; communication remained unaligned and confusing.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial number multiple times; agent added no efficiency or value.
Call Transcript8 turns · 9 lines
Speaker 1
[silence] Hello? Hi. I have a lenovo, I have a lenovo technical support questions for 328 PC. [silence] Yes. Okay.
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 [silence] hi, how sir? hi sir, how can I help you with that ser?
00:00
Speaker 1
Got it. You're looking, yes, so, yeah, I just want to you want to know How to set the trunk trunk port over the Port Port number. Hello, LGS 328 PC. Okay.
01:00
Speaker 2
Hello, sir. I'm sorry, sir. What's the question again? [silence] What's the model number again, sir? [silence] LPS5308. [silence] Just hold on for a minute, sir. I'll need to check on the exact device, okay?
01:00
Speaker 1
Yes. Yes, one second. The serial number is 47.10. Golf Hotel, Number One, Charlie, 0-0-0-41, L-G-S 328P[silence] how to...[silence] is rheumatic arthritis?
03:00
Speaker 2
Hello, sir. Uh, do you happen to see the model number, I'm sorry, the um serial number, sir, of the Langsdale router? Okay. 0, 0, 0, 4, 1. Okay. And uh again, sir, the model number is L. Okay, and what is your question again sir? [silence]
03:00
Speaker 1
Okay, is it going well there?
04:00
Speaker 2
[KEEP_UNCERTAIN] [silence] setup again, sir, what are you trying to set up? Chong port. Is this uh one of the, I'm sorry, are you referring to port sir? Port of the device? Service it yesterday, but uh not so sure if I heard it right sir. Port or Chang Port. Okay. Sir, unfortunately, uh, the device you have is already part of our end of life, end of support device. I'm sorry, sir, but I don't know what you were asking, sir, because I'm actually not uh, we are already not trained for this type of unit, for this router.
04:00