V2 Rubric Detail — 2e8d7000-70bb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 17:27
Duration
22m 37s
Contact
Thomas Mcgarvey
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134774
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to escalate a non-technical issue to the appropriate department and disengaged by placing full burden on customer without ensuring resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve a non-technical billing receipt issue, provided inaccurate and vague instructions, and avoided transferring to the correct department. No ownership, escalation, or clear next steps were established, leaving the customer to struggle independently. This constitutes avoidance and results in an unresolved outcome.

V1 Case Analysis

Customer requested assistance attaching photos from a phone to an email. Agent provided irrelevant computer-based instructions and did not resolve the issue or redirect the customer to appropriate support channels. No product or case details were collected.

Troubleshooting Steps
  • Suggested taking a screenshot on a computer [00:00–01:00].
  • Advised right-click → copy → paste into email [01:00].
  • Asked customer to look for a 'reply button' below the email [05:00].
  • Offered to resend the email [06:00].
  • Suggested copying the sender's email address to create a new message [08:00].
Key Observations
  • The issue was entirely off-topic for Linksys technical support (email attachment from a phone).
  • Agent failed to recognize the scope limitation and did not redirect the customer to appropriate self-help or non-Linksys support resources.
  • No product model, serial number, or warranty information was collected, violating basic protocol for any support call.
  • Agent provided irrelevant, non-technical advice that did not address the customer's actual problem.
  • Call ended without resolution, follow-up, or a clear next step.
Positive Highlights
  • Agent remained polite and patient throughout the call.
Agent Errors / Gaps
  • Failed to recognize the call was off-topic for Linksys technical support.
  • Did not redirect the customer to appropriate resources (e.g., phone email app guides, cloud upload options, or general tech support).
  • Provided irrelevant and incorrect instructions (screenshot method for phone photos, non-existent 'reply button').
  • Did not collect product model, serial number, or case information.
  • Did not create or reference a HappyFox case.
  • Failed to set a clear next step, follow-up, or escalation path.
  • Ended the call without operational closure or customer confirmation of resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never successfully sent the receipt; call ends with uncertainty: 'if I can figure it out to send you those pictures...'.
R2 Not Met Diagnostic thoroughness conf 96%
Agent provided no troubleshooting steps for email attachment; only vague instructions like 'click reply button' without diagnosing client or device issues.
R3 Not Met Correct resolution path conf 95%
The issue is a billing/receipt submission problem, not a technical support issue; agent should have transferred to billing/records but did not.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked about email client, device OS, or attachment method; root cause of failure never identified.
T2 Not Applicable Appropriate tools / resources used conf 92%
No technical tools (remote access, router UI, logs) were relevant or usable for an email-attachment issue.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated there is a visible 'reply button' in the email, which varies by client and was not present for the customer.
Communication
C1 Not Met Clear & professional language conf 94%
Call was disjointed with long silences and no clear structure; agent failed to maintain control or guide effectively.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but did not confirm understanding or adjust when customer expressed confusion about basic steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disengaged by saying 'we will wait for that email' without taking ownership of resolution or follow-up.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or accountability set; only passive 'we will wait'.
O3 Not Applicable Closure confirmation conf 93%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue was outside technical support scope (billing receipt) and required escalation to another department, which did not occur.
E2 Not Met Escalation prep & handoff conf 94%
No escalation executed, so no details provided to correct team or customer notification given.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of frustration despite customer's repeated confusion and effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt pace or method to customer’s difficulty with technology; continued with same approach despite disengagement.
X3 Not Met Overall experience conf 97%
Customer was left to solve multiple steps alone: transferring photos, creating emails, attaching files — all without guidance.
Call Transcript26 turns · 32 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello. Hello sir Thomas. Hi, sir yes, this is T from Linksys Technical Support. Thank you so much for answering the call, sir. I Okay. Um I just called sir to ask if you were able to receive the email I sent for the receipt. uh Oh, okay. Uh I'm just a screenshot tool, do you, sir? A screenshot. Yes, yes. Yes, you can just take a picture of it and then, um, [silence]
00:00
Speaker 2
Hello? Is this G? Hi. Yes, ma'am. And I am working on it. I just don't know how to. I don't know how to send pictures to that email you sent. huh? A screenshot? Oh, with my camera?
00:00
Speaker 1
or screenshot, you are using what, uh, uh, okay, uh, you can do a screenshot if you're if that's file or if that's pictures or or receipts is on your computer, you can just do a screenshot and then uh right click, and then copy, then you can paste it on your email. Where was that uh receipt sensor? Is it on your email? Uh where was that um receipt? Is it on your email?
01:00
Speaker 2
And what? I don't know. Yeah yeah it's Yeah yeah it's not on my computer. I got pictures on my phone but I need to transfer them to my computer. I don't know how. Where's the what? Oh the receipt. Yeah.
01:00
Speaker 1
Yes, sir. If you can do it on your computer, sir, it will be better because you have the Sneek tool that can do screenshot.
02:00
Speaker 2
Yeah, I can do it with that one, I guess. Yeah. Yeah, I'm trying here. I gotta figure out where to go to get that daggone picture. Oh, oh, oh, oh. Wow. Yeah, I'll go to Walmart and see. Hm, it's not going to let me take a picture of the receipt from Walmart.
02:00
Speaker 1
You already have the picture, sir. Okay, you can go to your, yes sir, go to your email, sir. Yes, look for the email that I sent. Yes, click on that, sir. And then below that email, there will have a reply button. [silence] You want me to.
05:00
Speaker 2
Yeah, I got the picture on Walmart's website that I bought. Okay? Yeah? Oh. Oh. What happened to it? Uh, God. Uh, uh. What happened to it? I lost it. Uh. Uh. Uh. [silence]
05:00
Speaker 1
rsndit to you again sir? reply button, sir? No reply. Um? Oh, that's, okay, sir. I will send you another um, email, sir. Okay. Okay. Okay, can you check again if you have received that?
06:00
Speaker 2
Well, I um, it doesn't say anything about at the bottom of your page. What'd you say it should say? There is no reply button. It says new reply for that LTS number, but nope. Okay. Okay.
06:00
Speaker 1
still no reply button. Can you check on the bottom part here? That email, sir, is for the receipt. Sir, asking for the receipt.
07:00
Speaker 2
No, nothing. No reply button. No, let me see. Maybe I didn't get it. I thought I did. Right. Yeah, that's the one I got. Yep, copy of proof source for the router over the cure pitch here. The serial number is they got this. I just don't know how to send it.
07:00
Speaker 1
Is there any, uh, button sir on the right side? Oh, no, sir. That's another option. Or how about, can you copy the sender's email? Sir? There's a sender's email, sir, email address. Okay, can you copy that sender's email and then just create a new, um, new email system test complete end of record heart.
08:00
Speaker 2
I know. Okay. [silence] This is so cool. The sender's email. What sender? [silence] So you can do this on every email. [silence] Okay. Ture. [silence] Got it. [silence] All right, copy the - [inaudible]. [silence] Thank you. [KEEP_UNCERTAIN] Oh, yeah, I got a reply. Oh, uh, reassured sender. Oh. Oh. Huh? Yeah. Okay. Okay. Yeah. Okay, so now, how can I attach those pictures to that? off my... [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I'm [silence]
08:00
Speaker 1
How about files, sure, share files or share photos. Yes, that's it, chair.
10:00
Speaker 2
Let me see if I can share the share with what um or just send it to Huh? We just don't have many share options. Uh-uh, we're gonna let me see that share file where you at. Uh-uh. I wanted to attach file.
10:00
Speaker 1
attach file, are you doing it on your phone, sir,? is there a way for you to send it to your computer, okay. Okay, yes, sir, Okay.
11:00
Speaker 2
I don't know how I'm gonna attach a file from my phone. Uh. Yeah, I took the pictures off my phone. Yep. Well, I found them. Uh, so let me, uh, let me connect my, let me connect my phone to my computer, so I can download these photos. Oh, uh, oh, my gosh, this is taking forever. All right, hold on.
11:00
Speaker 1
I see. You don't have a copy of that receipt or on your computer, on your email? Okay. So then, so then, can't you call them and have them fax you copy of that receipt? Yeah, you know what, I gotcha. Before we do that, can you pan your camera to the other room that you're building out, that is pretty nice?
14:00
Speaker 2
Oh. I cannot send those from my phone. No, I do not have that copy that I received on my computer. I just have the email. I just had to read.
14:00
Speaker 1
Oh, I see.
15:00
Speaker 2
See, I took a picture, but I forgot that this, this, My phone is broke and it won't download pictures to my computer. Does it suck? Android. No. No? I guess I could try that, huh? I could, um, Go, let me. Huh? Yeah, I'm gonna try out here. I'm working on it. all right um uh now the Stan Paula down there now let's see here Mm. Mm. Mm. Mm. telling me the username or password is incorrect.
15:00
Speaker 1
Hello.
19:00
Speaker 2
I don't know why you're doing that. Huh? Yeah, it's the same. Yeah. Yeah. Well, I'm trying to hook up or connect to that my email. Huh? Oh boy. Yeah. Yeah. It's the same. Same daggone. Number. I've been using. It will not accept it. Whoa. All right, Let me try this. It won't let me create an email on my phone. It won't.
19:00
Speaker 1
[silence] Yeah, that's a key. Sure. Maybe we can find someone that can help you with that, um like walk you through. Uh-huh. Okay. Yes, yes, sir. You can just do it anytime, sir. Just reply, sir. Thank you so much for answering the call, and uh we will uh wait for that email, sir, okay? Thank you, sir. Okay. Have a good day. You're welcome, sir. Have a good day.
21:00
Speaker 2
if I can figure it out to send you those pictures okay. Yep. Thank you, G. All right. Bye.
22:00