Call Detail: 287f1c64-5f9e-11f1-8

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Call Start

2026-06-03 22:47

Duration

5m 19s

Contact

noname

Issue Type

Off-Topic

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Dorothy Belle Oraiz

HappyFox Case

#GI00132137

Support Country

United States

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

Ticket subject: Calling for Belkin Customer Service

V1 Rubric Scores

Resolution2.00/5

Accuracy2.00/5

Communication3.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.0/5

V2 Rubric Scores

Resolution0.62/5

Technical2.50/5

Communication2.50/5

Ownership1.00/5

Escalation0.00/5

Customer Exp1.79/5

Overall27.8% (-12.2)

V2 Grader Summary

The agent correctly identified the issue was with Belkin and provided the accurate support number, but failed to escalate or transfer, resulting in no meaningful resolution. While technically accurate in information, the lack of ownership, empathy, and customer effort reduction led to an unresolved outcome with avoidable friction.

V1 Case Analysis

Customer inquired about lack of response from Belkin after submitting photos and receipt for defective connectors. Agent provided unverified Belkin support number 800-223-5546. No case created.

Troubleshooting Steps

Provided Belkin customer service phone number (800-223-5546).

Key Observations

Call was entirely off-topic — no Linksys product involved.
Agent provided an external support number without verifying its accuracy (potential misinformation risk).
No HappyFox case was created, violating standard off-topic documentation protocol.
Customer was driving during the call, leading to multiple long silences and safety concerns.
Agent lacked ability to transfer or send text, but did not suggest alternative safe follow-up methods (e.g., email confirmation later).

Positive Highlights

Agent remained calm and professional despite customer’s distracted state and driving.
Clearly communicated inability to send a text and offered verbal alternative.
Provided a specific phone number as a next step, showing intent to assist despite scope limitations.

Agent Errors / Gaps

Did not follow off-topic protocol: failed to create a case or document the inquiry.
Provided an unverified third-party phone number (800-223-5546) without confirming it was current or official.
Did not attempt to direct the customer to Belkin's official website or support portal for self-service.
Failed to manage call efficiency — allowed extended silences without guiding the customer to call back when parked.
Missed opportunity to set a safe precedent by suggesting the customer call back once stopped instead of continuing.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

The customer's issue (follow-up on Belkin claim submission) was not resolved; agent only provided a phone number without confirming resolution path.

R2 Not Met Diagnostic thoroughness conf 95%

No troubleshooting steps were taken; agent did not ask diagnostic questions about the product, claim, or communication attempt.

R3 Partially Met Correct resolution path conf 85%

Agent correctly identified the issue was with Belkin and not Linksys, and provided the correct support number, but failed to attempt transfer or escalate appropriately.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

No logical diagnostic process followed; agent did not identify symptoms or gather details about the Belkin product or claim status.

T2 Not Applicable Appropriate tools / resources used conf 90%

No tools were required or expected for this non-Linksys inquiry; agent acted within scope of available information.

T3 Met No misinformation conf 90%

Agent provided the correct Belkin customer service number (800-223-5546), which is accurate and actionable information.

Communication

C1 Partially Met Clear & professional language conf 80%

Agent acknowledged the misrouting and attempted to redirect, but interaction lacked structure, had long silences, and poor call control during customer's parking process.

C2 Partially Met Confirmed understanding conf 80%

Agent adapted slightly by confirming the dialed number and explaining affiliation, but used filler language and did not confirm understanding or adjust fully to customer’s mobile/distracted context.

Customer Ownership

O1 Not Met Ownership & empathy conf 95%

Agent did not take ownership; response was limited to giving a number rather than ensuring the customer reached the right department.

O2 Partially Met Proactive follow-through conf 90%

Agent provided a clear next step (calling Belkin at 800-223-5546), but no timeline, follow-up, or confirmation of success was offered.

O3 Not Applicable Closure confirmation conf 100%

First contact; no prior history or handoff occurred.

Escalation Judgment

E1 Not Met Correct escalation decision conf 90%

Escalation to Belkin support was warranted due to the nature of the inquiry, but agent did not initiate transfer or ensure connection.

E2 Not Met Escalation prep & handoff conf 90%

No escalation was executed; customer was left to self-navigate without handoff details, reason, or expected outcome.

Customer Experience

X1 Partially Met Customer effort minimised conf 85%

Agent remained polite and did not show impatience, but failed to acknowledge customer’s frustration or effort in pulling over; minimal empathy shown.

X2 Partially Met Tone & rapport conf 80%

Agent stayed engaged despite customer’s interruptions and driving situation, but communication remained transactional without adjusting tone or pace significantly.

X3 Not Met Overall experience conf 95%

Customer had to manually note down the number and redial, adding avoidable effort; agent could have offered to transfer or assist further.

Call Transcript12 turns · 12 lines

Speaker 1

and here yeah hello I'm calling because I