V2 Rubric Detail — 3a75e1e4-6108-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:58
Duration
8m 56s
Contact
Brenda Inabinett
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00065248
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DUPLICATE CASE TO THE ORIGINAL TICKET #LTS00103390.
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall49.6% (-6.4)

V2 Grader Summary

The agent fulfilled the basic request to send an email but failed to provide the specific technical instructions for node pairing, directing the customer only to product pages. While ownership and communication were mostly maintained, the resolution was incomplete due to lack of accurate technical content. No critical failures occurred, but the outcome falls short of full resolution.

V1 Case Analysis

Customer requested email with node setup instructions and latest product info. Agent sent email after correcting email address but did not collect model/serial, verify resolution, or follow paid-support protocol.

Troubleshooting Steps
  • Asked for and eventually captured correct email address after multiple attempts.
  • Sent an email containing setup instructions and product links to LN1100 and LN1200.
Key Observations
  • Agent required multiple attempts to capture the correct email address, causing inefficiency and confusion [01:00–05:00].
  • No product model, serial number, or topology information was collected despite the request involving specific device functionality.
  • Agent failed to follow out-of-warranty paid-support protocol and did not escalate or document case properly.
  • Instructions for navigating the website were vague (e.g., 'scroll down', 'look for featured products') and not actionable [07:00–08:00].
  • No verification of successful node pairing or understanding of instructions was performed.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Successfully corrected and captured the correct email address after clarification [05:00].
  • Provided the requested product links and followed through on sending the email.
  • All technical content in the email (LN1100/LN1200 links) was accurate and aligned with KB guidance.
Agent Errors / Gaps
  • Did not collect model/serial number or confirm warranty status beyond the customer's statement.
  • Failed to follow out-of-warranty paid-support protocol after the customer indicated the product was out of warranty.
  • Did not verify that the emailed instructions actually resolved the node-pairing issue.
  • Provided vague, unstructured navigation guidance (e.g., 'scroll down', 'look for featured products') instead of direct links or clear steps [07:00–08:00].
  • Did not create or cite a HappyFox case, violating case documentation protocol.
  • Allowed the call to close without establishing a follow-up path or confirming operational resolution.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent sent an email, but it contained only vague product links, not the specific pairing instructions requested; resolution was incomplete.
R2 Not Applicable Diagnostic thoroughness conf 90%
Customer requested information only; no diagnostic troubleshooting steps were needed or performed.
R3 Partially Met Correct resolution path conf 90%
Agent avoided pushing paid support (correct for OOW), but failed to provide actual troubleshooting steps, offering only product links instead of best-effort guidance.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 85%
No symptom-based diagnosis was required; the call was purely an information request.
T2 Not Applicable Appropriate tools / resources used conf 85%
No tools or resources (remote session, logs, etc.) were needed for the request.
T3 Not Met No misinformation conf 95%
Agent did not provide technically accurate pairing steps (e.g., 5-press or Pair button); instead directed customer to product pages which do not contain setup instructions.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but had many pauses, repeated spelling checks, and no clear opening framing or structure.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed the email address, and adapted to customer’s spelling needs.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by verifying and correcting the email address and committed to sending the information.
O2 Partially Met Proactive follow-through conf 90%
Agent said email would be sent 'right away' but did not confirm delivery during call; customer had to report receiving it independently.
O3 Not Applicable Closure confirmation conf 90%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered no acknowledgment of customer’s effort, frustration, or OOW status; interaction remained transactional.
X2 Met Tone & rapport conf 90%
Agent adjusted to customer’s spelling difficulties and repeated information as needed.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by handling email, but required customer to navigate vague links instead of receiving direct instructions.
Call Transcript15 turns · 16 lines
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. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimum non refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with [silence]
00:00
Speaker 1
[silence] My product is out of warranty. I was wonder if you can send me an email with instructions how to connect the parent node and the child node. And also in that email if you could tell me what's the latest link this node product. Brenda in a Bennett. Yep. Correct.
01:00
Speaker 2
with other users for tips and guidance at Reddit.com/Linksishi. [silence] All right, thank you for calling Linksys. this is Choli how can help you today? [silence] Yeah, sure. Um this is me, uh Glen. L-A-N-L-N-L-N. [silence] L-L-O-C [silence] L-L-O-C. [silence] Okay. [silence] And your email is pilky mocha 904 at gmail.com, right? [silence] All right. [silence] So, I'll send you the email [silence] You just have to follow the email. [silence] You can give us call back if you need any further assistance. [silence] Thank you. [silence]
01:00
Speaker 1
[silence] Okay. Sounds great. [silence] I'm sorry, honey. [silence] You can't send it - well, I'm on the phone to make sure I got it. [silence] Mm-hm. [silence]
02:00
Speaker 2
All right I'll send it right away after this call ma'am. Uh I'll send it right away after this call. Uh let me just check hold on just a moment.
02:00
Speaker 1
Mirobaia. your I'm sorry. yeah, but I'm sorry. yeah, I don't see it yet. don't get it to me.
03:00
Speaker 2
All right, I already sent you the email. Kindly check. And for recommended product, just click on that link and check featured products. Or the recommended model. Okay, just give it a minute. Let me verify again to make sure double check the spelling. That's F of frank, I for India, L for Larry, K for Kite, Y for Yankee, M for Mike, O for Oslo, R for Romeo, C for Charlie, H for Hotel, A for America, a for Alpha, 9, 14 at gmail.com. Any check your spam or trash folders? Or do your have other email address? [silence]
03:00
Speaker 1
sweet chocolate Brown, all one word. I'm sorry, can I spell it for you? terrible. S-W-E-E-T-C-H-O-C-O-L-A-T-E-B-R-O-W-N-25@ gmail.com. Correct.
05:00
Speaker 2
is it again ma'am yeah sure chocolate brown 25 at gmail.com let me just change it
05:00
Speaker 1
[silence] OK, you know. Oh, there it is. I got it.
06:00
Speaker 2
I'll delete that. Just check if you received it.
06:00
Speaker 1
And then you said click on the link.
07:00
Speaker 2
Okay. Yeah, just click on those links to check. Mm-hmm. and check the featured products. Um, recommended devices. Um, um, Yes, um-hmm. Um, Let's Just Scroll down. Um, and then featured products. Look, look for featured products. [silence] Oh, um, um, all right.
07:00
Speaker 1
featured products. There it is. So it's the L and one one zero zero and the L and one two zero zero. Okay, no once I click that where am I clicking then? Oh, there it is. Okay, thank you so much.
08:00
Speaker 2
Now when you click on that link, it will show you the product overview, sales information, at the very beginning, right? Then just scroll down, and then, yeah, that one. Just click those models. Yeah, just choose on those recommended models. All right, so all good. Just look for, yeah, it'll show you the links. So welcome, Ma'am. Thank you for calling, ma'am. Have a good day. Bye.
08:00