V2 Rubric Detail — 328bddcc-8196-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 04:15
Duration
19m 30s
Contact
+66634845637
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00137583
Support Country
Other / Unmapped
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Defective switch
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the LGS105 power issue, skipping all required troubleshooting steps (LED checks, power cycling) and deferring to a video request. This constituted procedural avoidance, violating technical accuracy and resolution standards. The interaction lacked empathy, clear guidance, and ownership, resulting in an unresolved case with unnecessary customer effort.

V1 Case Analysis

Customer reports LGS105 switch will not power on. Agent requested video of power adapter via email (stratuwa.p@almondsoft.com) without performing basic troubleshooting. Case pending video review and warranty verification.

Troubleshooting Steps
  • Identified device model (LGS105).
  • Requested video of power adapter for hardware diagnosis.
  • Requested copy of receipt to verify warranty status.
Key Observations
  • Agent skipped all KB-recommended troubleshooting steps (power cycle, LED check, outlet verification) for a non-powering switch.
  • Repeated confusion over customer's email address caused delays and frustration.
  • No empathy or clear reassurance provided despite customer's evident frustration about the non-functional device.
  • Warranty status was not verified before discussing potential replacement options.
Positive Highlights
  • Correctly identified the device model (LGS105).
  • Requested relevant diagnostic material (video of power adapter) to assess hardware fault per KB escalation path.
Agent Errors / Gaps
  • Failed to follow standard LGS switch troubleshooting flow (power cycle, LED inspection, outlet check).
  • Did not verify warranty status before discussing replacement options or RMA eligibility.
  • Poor communication: unclear prompts, repeated email requests, lack of empathy, and insufficient call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the switch power issue; only requested a video and promised a callback without confirming resolution or providing a path forward.
R2 Not Met Diagnostic thoroughness conf 98%
No systematic troubleshooting performed (e.g., no LED check, power-cycle test, or cable verification); agent skipped directly to requesting video evidence.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged warranty status and requested proof of defect (receipt), indicating awareness of RMA path, but failed to guide customer through standard diagnostic steps before deferring to video request.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms (e.g., System LED state), ask structured diagnostic questions, or attempt to isolate root cause; jumped directly to requesting video.
T2 Not Met Appropriate tools / resources used conf 96%
Agent skipped all required diagnostic tools and steps for a 'no power' issue, including visual inspection of LEDs, power-cycle test, and outlet verification, despite these being mandatory per KB guidelines.
T3 Not Met No misinformation conf 95%
Agent provided no technically accurate guidance (e.g., checking power outlet, reseating adapter, verifying LED status) consistent with KB procedures; only requested video without instructional support.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked clear structure, with repeated email requests, unmanaged transitions, and loss of control during communication breakdowns; agent provided no framing or expectations.
C2 Not Met Confirmed understanding conf 95%
Agent did not adapt language or confirm understanding despite clear customer confusion and language barriers; used technical phrasing without simplification or comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stated intent to follow up after receiving video, showing some ownership, but did not complete resolution, transfer responsibility, or provide a firm commitment with documented next steps.
O2 Partially Met Proactive follow-through conf 78%
Next step was defined ('send video, agent calls back'), but no realistic timeline, contingency plan, or accountability was provided, leaving the customer in uncertainty.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation was initiated despite a likely hardware failure requiring RMA; agent deferred resolution via email/video request instead of escalating after minimal L1 effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed on this contact, and escalation was not warranted at the time of termination since the agent ended the call after requesting video.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of customer's frustration; interaction remained transactional and impersonal, with no recognition of repeat contact fatigue or pressure.
X2 Not Met Tone & rapport conf 96%
Agent failed to adjust tone, pace, or communication style to match the customer's confusion and language barriers; repeated misunderstandings were not resolved or addressed.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat email information multiple times and create a video, introducing avoidable effort due to poor process design and lack of agent-side efficiency.
Call Transcript26 turns · 30 lines
Speaker 1
Hello. Hello ma'am, this is Cole from Linksys Customer Assurance team. May I speak to Jesinda Byrne? Hello. Okay. yes yes yeah so i'm calling uh regarding the linksys lgs 105 uh i believe you are you're you're having with the switch yes one zero five
00:00
Speaker 2
Yes it is actually This five part pick up the service. So, you, you, you mean what The problem? Okay, Okay. I can get Okay. Okay. The problem of this, the service is, it's, it's, our way, cannot open. Cannot open. It's only returning home. It's only home. Sorry. Sorry. Sorry. Sorry. I do not hear very well It is Mo It can come right up Since I hear you talking, it does not hear very well Where are you, Mo? It can come right up How is your Potrain? [silence] It cannot turn on It cannot turn on Uh, it cannot turn on [silence] Wait, wait, wait It can buy cigarettes [silence] Allow me to, uh I
03:00
Speaker 1
oh you mean you have like uh video for the switch okay is it okay with you sir if I send uh an email yeah to you then please reply to that email and attach uh like a copy of the video yeah attach the video to that email okay okay but there's a mail no what's your email is it the día at porn.com at almond soft.com is that the right one Yes. Yes. this is the the correct E-mail sir sí the porn
05:00
Speaker 2
I make a video for you. Yeah, I new uh take a video for you of this display. Okay, okay. You tell me after email. Yes. What, what the email is? Yeah. T-T-T-M-M Mail email. Yes. Oh, okay. My team have have your email already. What I email for? You know. I do want to do note people are my team. I think I have. Okay.
05:00
Speaker 1
uh, no sorry, because this is our email is like a system generated. So, I can't send you an email, then all you have to do is reply to that email, sir. Watch it again, sir. Yes, what's your email address again, sir? Plain text Poland.
06:00
Speaker 2
yes Peter what what is your email again please tell me your email again right now. okay okay. Oh yeah yeah you you can send email to to to me and uh the the previous email uh. my email is contact@littlemebooks.com or maybe a my name is Pedro destination my email is uh contact@littlemebooks.com or littlemebooks@gmail.com please write it down.
06:00
Speaker 1
Okey. Okey. Okey sarp, yeah, please proceed. Yes, sir, go go ahead, go ahead, please. What else again, sir? Apha, Roni? What's that again, sir? Apha, Roni? After [silence]
07:00
Speaker 2
P P. for present a for America c for canada k for hong kong u for uk a for America b b for Ben and Y M and dot dot P for present
07:00
Speaker 1
A for America. What's the next letter? Oh, B for Belgium. Okay. What else? I'm sorry sir. I'm not sure sir. Because this is the links technical support. So the name that is registered in our system sir is gingda porn. Dang Chackam
08:00
Speaker 2
[KEEP_UNCERTAIN] B for Benjamin. Yep. And that, and that, and people for land. Oh, I think, uh, I think you, uh, what? What's your name? Are you, what is your name? Hache. I think my team had your email already. Uh, Hache Alarcon. Uh, person. I think, uh, [silence] [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] no no sir this is from linkages um sir voient the form yeah it did not send yet an email so do you have an access to that email i'm sorry sir yeah i don't yes sir yeah i'm didn't get it [laughter] hear. hello sir. are you still there? what's your email address? that's. prachua. yeah. prachua.b.p. yeah. for poland. right? at. this is prachue
09:00
Speaker 2
Oh, yes, very good, that's great. Uh-huh. Uh-huh. People. At America. Elaine, let me know.
10:00
Speaker 1
What's that again, sir? I haven't sent it yet, sir. Not yet, sir. I did not send it an email. Yeah, what's the email, sir? Yeah, prodishambitations@gmail.com Yeah, what's the domain, sir? Yeah, I haven't sent anything yet.
11:00
Speaker 2
[silence] could you see the email right now? did you send some email to ximapon? please reply again Do you receive some email? and yes. and there. Did you receive email right now from ximapon? [silence]
11:00
Speaker 1
Yes, may I have your email? Yeah, what's your email? Is that? No, I did not receive any email, sir. Because we are from the technical support so that ticket is assigned to us. So we can contact you, so we can verify sir if the device is valid for replacement. Is it? Okay. Okay, so that's stratuwa.p@almondsoft.com.
12:00
Speaker 2
Okay. Would you like I tell you, ah continue to tell you about my email. You have received my email right now. ah yeah yeah, okay. You, did you receive it? Oh, okay, okay. I I I will tell you. I, I will continue.
12:00
Speaker 1
[KEEP_UNCERTAIN] what you want to do? I will send you an email sir I am sir so hold on sir hold on I'm sending you a video okay I'm sending you a email right now but you said man I'm sorry who am I speaking to? is it is it preshua I mean your first name your name your name okay do ask
13:00
Speaker 2
Okay, thank you. May I ask your name? Can use the, please. What is your name? What? What what is your name? Paul. P-A-U-L. Oh. Oh. Okay. Uh huh. And what is your email? Oh. Uh, are you first name last name? And your email is in Lou. email? Okay, okay.
14:00
Speaker 1
Yes, yes, I will send the email right now, sir. Hold on, sorry. Okay, so I already sent you the email there, please double check. [silence]
15:00
Speaker 2
And you change it. Okay. I didn't have your email yet. Have you sent the email already? How to find my email?
15:00
Speaker 1
Okay, sir, did you receive my email? Okay, please reply to that email, sir. I just attached a video. Okay, I'm sure reason. Call you once we receive your email.
16:00
Speaker 2
Okay. Okay. Customer support. Yeah. Yeah. Okay. Okay. Okay. I will take a video and send that to you again. Okay. Okay. I got your email already. I got it. If you receive my email, please click... Let's run this. Call me or please run my email. [silence] [silence] Okay. Yeah, yeah.
16:00
Speaker 1
But there was a, have you already tried like to plug in this switch to a different power outlet? So it's still, it's still not turning on. Okay. So yeah, it won't turn on. Okay. And also please include like uh, the video of the power adapter, okay? Make sure it's clear. yeah, the video of the power adapter so we can check that.
17:00
Speaker 2
Yeah. I, I will send, uh, the new email to you in 10 minutes. After I take the video for you. Okay. Okay. Thank you. Bye-bye. Yeah, I have paid it already, but, uh, there is no... There there's nothing. I'm not sure, uh, if this is it about your power supply. It does not turn on. It cannot turn on. Okay. I will, I will take it, I will do all and and and send it to you. I I think I think maybe about the that uh, ah, all.
17:00
Speaker 1
Specification? Yes, yes, we can and for your so we don't have like a power adapter replacement so if the device is proven defective then it would be the entire unit. And also sir can we attach the copy of your receipt, okay? So we can determine if the device is still under the warranty period. Okay. Okay sir so yeah, so I will call you back so once I receive the video, okay? Okay. Yes, video is much better. Sir? Yes, yeah, take a video then yeah, reply to that email. And while you're doing it, I will just place you a call on hold, okay? Just give me
18:00
Speaker 2
I think the problem may be about adapter, maybe. I am not sure. Okay. Okay. Okay. Hi, I will take another phone. Hi. Yes, Paul. I have taken phone from my partner. Yeah, from my team. Yeah. Okay. Uh, would you like to see the video right now? I I will take a video for you right now and reply the email. Okay. Multi video only. Multi video only. [silence] Oh, okay, okay, okay, okay, okay. Okay, thank you, bye bye.
18:00