V2 Rubric Detail — 3a2291de-64db-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:46
Duration
5m 21s
Contact
857-756-3283
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by providing an incorrect third-party number instead of clarifying the request or escalating appropriately. No attempt to resolve the actual issue.

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
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to address the customer’s request for Balkan support, instead providing an incorrect Belkin number. No troubleshooting, empathy, or ownership was demonstrated. The response constituted avoidance, triggering an auto-zero for evasion. The outcome remains unresolved with no valid path forward provided.

V1 Case Analysis

Customer sought Balkan support contact; agent misheard request, provided Belkin US number, and failed to assist. No resolution achieved.

Troubleshooting Steps
  • Misidentified customer request (Balkan → Belkin)
  • Placed customer on hold for 3–5 minutes without purpose
  • Asked irrelevant LED status question unrelated to request
  • Provided Belkin US support number despite mismatch
Key Observations
  • Agent fundamentally misunderstood the customer's request at [01:00], interpreting 'Balkan' as 'Belkin', leading to incorrect support path.
  • Hold time of 3–5 minutes [01:00–04:00] was unjustified and added no value; no background work or lookup rationale was communicated.
  • Irrelevant LED question ('Is there, there'd be any light showing you the white or blue light now?') [01:00] was completely disconnected from the off-topic request and demonstrated poor call control.
  • Agent failed to verify or correct course when customer expressed dissatisfaction with the provided number [05:00], indicating a breakdown in resolution handling.
Positive Highlights
  • Agent remained polite and used courteous closing language ('Thank you so much for calling!', 'Have a great day') despite the failed outcome.
Agent Errors / Gaps
  • Misheard and misidentified customer's requested support entity (Balkan vs. Belkin) at [01:00], leading to incorrect assistance.
  • Placed customer on hold for 3–5 minutes without explanation or visible purpose, violating efficiency and communication norms.
  • Asked an irrelevant technical question about LED status [01:00] despite no product or connectivity issue being presented.
  • Provided a support number (Belkin US) that did not match the customer's need and failed to offer an alternative when the customer indicated it was ineffective [05:00].
  • Failed to escalate, search for Balkan support, or admit lack of knowledge, resulting in no meaningful resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer needed contact for Balkan support; agent provided Belkin number instead. Issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting performed; irrelevant LED question asked despite no Linksys product issue.
R3 Not Met Correct resolution path conf 96%
Agent did not verify product or support path; gave unrelated third-party number without validation.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptom identification or diagnostic process; jumped to incorrect external referral.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools required; request was for external contact info, not technical diagnosis.
T3 Not Met No misinformation conf 98%
Provided Belkin US number (1800-223-7000) for 'Balkan support' — factually incorrect information.
Communication
C1 Partially Met Clear & professional language conf 92%
Set hold expectation (3–5 min), but introduced irrelevant topic (LED light) and lost focus.
C2 Not Met Confirmed understanding conf 95%
Asked about router LED despite no router issue; failed to adapt to customer’s frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Did not own the request; outsourced to unverified third party without follow-up options.
O2 Partially Met Proactive follow-through conf 89%
Provided a next step (call Belkin), but it was incorrect and did not resolve the actual need.
O3 Not Applicable Closure confirmation conf 99%
No prior history; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted — request was for contact info, not technical escalation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of 40-minute hold or frustration; no empathy expressed.
X2 Not Met Tone & rapport conf 95%
Tone remained scripted; did not adjust pace or style to match customer’s urgency or annoyance.
X3 Not Met Overall experience conf 96%
Customer repeated request; forced to endure irrelevant LED question, increasing effort.
Call Transcript8 turns · 8 lines
Speaker 1
[silence] Hi, I was trying to get in touch with [silence] [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. [silence] For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Balkan support. This is the phone number I was given through my bank because I can't seem to get in touch with Balkan support. I was on hold for 40 minutes and it just hung up. And I can't get anyone on live chat. Appreciate it. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh.
01:00
Speaker 2
Okay. Uh, certainly, if I may ask the woman...n... Support. Bell can support. I see. Um, unfortunately, sir, uh, we are no longer associated with the Bell can company, but let me check here what's their exact hotline and I'll be providing it to you. Okay? Uh, just, uh, stay on the line. Give me at least three to five minutes, okay? All right. Is there, there'd be any light showing you the white or blue light now? Let me just put you on hold for three to five minutes, okay? Is the... All right. Thank you.
01:00
Speaker 1
[silence]
04:00
Speaker 2
Hello, sir, thank you so much for patiently waiting on the line. Um, I've checked here and um here's the, here's the hotline for Belkin US. Um, one 554 6. Uh that's 1800 223 7000.
04:00
Speaker 1
Yeah, they just... they don't pick up. So I'm just going to report them to my bank because yeah, I can't get a hold of them. Thank you though. Have a good day, bye.
05:00
Speaker 2
5546 546. I see. Alright, sir. No problem. Alright! Thank you so much for calling! Alright! Have a great day. By for now.
05:00