V2 Rubric Detail — 28bc240a-7016-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 21:46
Duration
19m 50s
Contact
Dallas Sparks
Issue Type
Off-Topic
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall60.5% (+38.5)

V2 Grader Summary

The agent made a reasonable attempt by identifying the auto-capitalization issue and guiding the customer through password re-entry, but failed to use diagnostic tools or gather essential device details. Escalation to Level 2 was appropriate after this partial troubleshooting effort. While ownership and follow-up were handled well, repeated customer confusion and unnecessary steps indicate suboptimal communication and customer effort reduction.

V1 Case Analysis

Customer reported email not arriving on wife's phone. Agent incorrectly focused on router photo and Wi-Fi password entry, failed to collect model/serial, and escalated without valid troubleshooting. Issue is not Linksys-related.

Troubleshooting Steps
  • Requested email address
  • Asked for photo of router serial number and password
  • Attempted to guide Wi-Fi password entry on iPad
Key Observations
  • The issue (email not arriving on a phone) is not a Linksys support issue unless internet connectivity is confirmed down — this was never assessed.
  • Agent did not collect model number, serial number, or any device details, violating core protocol.
  • Agent incorrectly focused on Wi-Fi password entry despite no evidence of Wi-Fi connectivity problems.
  • No determination was made whether the email issue was isolated to one device or widespread.
  • Escalation was unjustified — no troubleshooting steps were performed to isolate the problem.
Positive Highlights
  • Polite tone and thanked the customer multiple times.
  • Captured the callback number correctly at [18:00].
Agent Errors / Gaps
  • Failed to recognize that email delivery issues are typically unrelated to Linksys routers and are out of scope unless internet connectivity is down.
  • Did not collect essential device information (model, serial number), which is required for any product-related support.
  • Misdirected troubleshooting by focusing on Wi-Fi password entry when the customer did not report Wi-Fi or internet connectivity issues.
  • Requested a photo of the router label without explaining why or how it relates to an email delivery problem.
  • Escalated without performing any valid troubleshooting or confirming the issue was within Linksys support scope.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalates without resolving the issue and does not confirm resolution or execute a valid RMA, limitation explanation, or customer education outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identifies password auto-capitalization as a potential cause and guides the customer to re-enter the password carefully, but skips key steps like checking router model, SSID, or accessing the web interface for verification.
R3 Met Correct resolution path conf 90%
Escalation to Level 2 after failed troubleshooting is appropriate; agent does not dismiss out-of-warranty case but continues to assist with a path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptom (incorrect password error) and correctly hypothesizes auto-capitalization issue, but fails to ask for model number, firmware, or other diagnostic details to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent does not attempt remote session, check case history, access router UI, or use logs; relies solely on verbal description despite having a ticket number.
T3 Met No misinformation conf 95%
Agent correctly identifies that iPad auto-capitalizing the first letter can cause authentication failure, which aligns with known device behavior and KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent loses control during long silences and fails to frame the interaction clearly, but regains composure to deliver escalation instructions and maintain call closure.
C2 Partially Met Confirmed understanding conf 80%
Agent explains the capitalization issue in accessible terms, but fails to adapt when customer expresses confusion multiple times; could have simplified further or used alternative methods.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer prematurely, and commits to pinging Level 2 support on behalf of the customer.
O2 Met Proactive follow-through conf 90%
Agent sets clear next step (callback within 2–3 hours), obtains best callback number, and documents commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact with no handoff.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation decision follows reasonable L1 troubleshooting attempt and recognition of unresolved complexity; valid trigger based on persistent login failure.
E2 Met Escalation prep & handoff conf 90%
Agent informs customer of escalation, specifies Level 2 team, provides 2–3 hour timeline, and collects callback number.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expresses appreciation ('thank you so much') and acknowledges effort, but does not explicitly recognize frustration or repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 80%
Agent maintains engagement through escalation, but continues same approach despite customer confusion; slight mismatch in pacing and tone.
X3 Not Met Overall experience conf 90%
Customer asked to send photo via email and re-enter password multiple times without agent-side verification; avoidable repetition increases effort.
Call Transcript32 turns · 33 lines
Speaker 1
This is links this technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links has specialist. Hello? Yeah, we got cut off for some reason. I'm not sure what happened, but thank you so much for answering the call. Um, so, yeah. Going back. What's your email? Yeah, what is it? [silence] Oh.
00:00
Speaker 2
hello okay uh nope I have not got the email yet but you want you want my wife's email address right okay her her her email is exactly the same thing as mine except instead of D Spark it's c as in Carol Spark 4685@yahoo.com all little letters and numbers
00:00
Speaker 1
[DOWNWEIGHT] Um, wait, wait, wait, wait. 4-6-8-5, but Yahoo.com. All right, done. yeah arks 4685 at yahoo.com. yeah that's the one. um not sure what to do now. um okay
01:00
Speaker 2
yep at yaddu.com that's it but the problem is, the problem is she does not get emails over her phone, she don't want it on her phone wait a minute, she's got a pad and I think she can get emails over pad, let me go here pad all right I'm going to use your pad honey, I got to get an email, if you don't get emails on your phone
03:00
Speaker 1
Yeah. correct. No, just send me the photo. Yeah. Uh the password or take a part of
04:00
Speaker 2
[KEEP_UNCERTAIN] aight, here is her, her, here is her pad. I, I, yeah. OK. you're gerald. OK, what is this, what's this supposed to say to me? Oh, send you the photo. OK. Uh, all right. Let me think about it now. because I gotta, I gotta figure out how to use her phone, I mean, her pad camera. And what do you want a photo of? Oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh,
04:00
Speaker 1
you reply to the email the test message I touch a photo
05:00
Speaker 2
Oh, yeah, the password, the password and the serial number and all that on my router. All right. There it is right there. And, all right, let me go to photo. Yeah. There it is. Now, all right, there's the photo. And who do I, how do I send it? Well, you want me, how you want me to send it to you? [silence]
05:00
Speaker 1
I know not the text mass mass message so in your email you received a test message right? It's a test. The attached the photo to that message and then reply attach the photo and then send it to me. hmm.
06:00
Speaker 2
Uh. All right. Text a text a message. Yeah. Oh, okay. All right. Hang on a sec. Let me, uh, um, I've got to try to figure out how to do this. Uh, I got to go. Back to her. I got to go back to her email. And, uh, reply. And,
06:00
Speaker 1
Okay, let me check that here.
08:00
Speaker 2
Ah. Fair And I will go down. No. Hers is just the opposite of mine. And I won't send that one. Send. all right. You should be getting it.
08:00
Speaker 1
oh, s-o s- I'm still waiting. It's still not here. Let me reload again. o k there you go. No, I think I got it now. No, I got it now. okay
09:00
Speaker 2
Can you hear me? [silence] Well, I've just lost your phone message. I think I've still got you. I can hear you, but I don't see... I can't talk, how... Okay.
09:00
Speaker 1
Let's go back to your phone. I mean let's try the iPad first. Your iPad here. Go to Wi-Fi settings and look for the Wi-Fi name of your length as like it. You can't see the Wi-Fi name of the 5 gigahertz? The one with the underscore 5 gigahertz.
10:00
Speaker 2
Okay my iPad Alright, I'm on my iPad. And I go to like Wi-Fi settings. And then it says unable to join Wi-Fi settings. Well, um If it's Right. Yeah, it's trying, it's somebody, my dog, me, and somebody Um, my wife's in the kitchen. I'll let her get it. All right. Now, it wants me to enter the password.
10:00
Speaker 1
Okay, so I'll give it I'll give it to you. So that's T as in Tom, F as in Freddy, V as in Victor and. Let's start over, okay. Sid the uh before you click join or connect, uh check if the password is all correct. Like there should be like I symbol so that it will show you the password. Okay.
11:00
Speaker 2
T V N. All right, hang on. Start over again. It's T F V N G A. T F V N G A. 7. s. V T. OK, well, I don't I don't know how to I don't know how to do I don't know how to do that. But I did enter it.
11:00
Speaker 1
[silence] Do not enter it[silence]. The -- [silence] Yeah[silence]. Try again[silence]. Try again, but do not enter it[silence]. Yes[silence]. Do not[silence].
12:00
Speaker 2
Well, he's asking me to enter it again. tfvnga tfvnga7stv enter. Enter incorrect password for length. Oh, do not enter it. All right. I'm going to try it again.
12:00
Speaker 1
and then go back to the first letter of the password go back to the that you now how to do that No, just just stop just stop that and then the first letter just stop press that and erase it then do another T letter
13:00
Speaker 2
TFVNGA7SVT, all right? Uh, I don't know how to go back to it. Okay. Uh, I don't know how I'm going to do that, because the only way I can go back is to delete. Well, I... I went back, but I went past the T.
13:00
Speaker 1
Okay just remove everything. One second. Hold on. Yeah, I think the settings, the keyboard settings in your iPad has auto capitalized first letter. That I think is what's going on because it's really impossible that it's not working. So we need that to. Correct. So that's a problem. If that is in capital, it will not work. But the phone or iPad sometimes they're [silence]
14:00
Speaker 2
Yeah. I went past it. remove everything. All right? I'm going to delete it all. And what do you do now? Type it in again? Well, the password typed into my, onto my router, is not a capital T. It's a little t. Dan I've this? [silence] Well,
14:00
Speaker 1
It's auto first letter capital letter. The first letter is automatic capital letter. So you have to make sure that it's in a small letter. Sometimes it does it, but got it. So one second I'll be back give me three minutes, okay? I'm gonna see what I can do right here. I'll be right back. Thank you so much, Appreciate it.
15:00
Speaker 2
Well, I know. Yeah, I've been entering a small letter. It's always been a small. It's always been a little letter. I've got it written down three or four times and it's always been the little letters. Okay.
15:00
Speaker 1
Hello? All right. So, regarding your ticket. It seems like, um, we tried everything. It doesn't work, and
17:00
Speaker 2
You still there
17:00
Speaker 1
And this supposed to be an our call. However, we exceeded the time limit. I'm going going to escalate your ticket to level to support so that they can further assist you with this and they know more about this because they're advanced team. Call back will take 2 to 3 hours, is that okay? So that they can help you with this. Yeah. I will ping them to call you back, but what's your best call back number? got it. So, wait for the call back of the level to support. it will call you back within 2 to 3 hours. depends, but yeah, give them 2 to 3 hours. They'll call you back probably
18:00
Speaker 2
Okay. all right you going you going you going to connect me with somebody else and send your path damn calling me or what the phone number uh 409 782 4475 Okay. A..
18:00
Speaker 1
after an hour or so. Thank you so much for understanding your patience with this. Appreciate it. very very much welcome and I hope you have a good one. Yeah, thank you, baby.
19:00
Speaker 2
Okay. I I'm appreciate you help thank you sir nice
19:00