V2 Rubric Detail — 3e3e88a4-603f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 18:00
Duration
13m 12s
Contact
Richard Ramirez
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#TE00132292
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Request for TAA Compliance
⚠ 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

Resolution1.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership1.50/5
Escalation2.50/5
Customer Exp1.79/5
Overall36.2% (+0.2)

V2 Grader Summary

The agent made a limited attempt to address a non-standard compliance request by gathering information and placing the customer on hold, but failed to provide resolution, set next steps, or confirm escalation. While not a full abandonment, the lack of follow-through and incorrect technical statement prevented meaningful progress, resulting in an unresolved outcome without triggering auto-zero.

V1 Case Analysis

Customer (Richard Ramirez) requested TAA-compliance documentation for LINX LS310C managed switch for U.S. government use. Agent collected contact info but provided no documentation, case number, or follow-up plan.

Troubleshooting Steps
  • Placed caller on hold to check internal resources ([02:00])
  • Collected customer name and email ([07:00]–[08:00])
  • Placed caller on hold a second time ([08:00])
Key Observations
  • Request involves a LINX-branded product, which is outside standard Linksys product line but may be a rebrand or legacy item.
  • Agent acknowledged the U.S. government use context but did not escalate appropriately for compliance documentation.
  • No case was created or referenced, and no follow-up commitment was made despite the formal nature of the request.
  • Hold periods totaled approximately 6 minutes with no visible progress or updates provided to the customer.
Positive Highlights
  • Polite and professional greeting with clear agent identification ([00:00])
  • Accurately collected customer name and email address as spelled ([07:00]–[08:00])
  • Acknowledged the sensitivity of U.S. government use context ([06:00])
Agent Errors / Gaps
  • Failed to create a case or ticket for a formal compliance documentation request ([07:00]–[08:00])
  • Did not confirm or communicate any escalation path for the TAA documentation
  • Provided no timeline or expectation for follow-up
  • Ended the call without ensuring operational closure or next-step clarity
  • Missed opportunity to email documentation or confirm receipt of request in writing

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not provide TAA compliance documentation or any resolution; issue was not resolved or meaningfully advanced.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent gathered customer name and email, identified the product model (LGS310C), and placed the customer on hold to seek information — minimal but some action taken.
R3 Partially Met Correct resolution path conf 93%
Agent acknowledged the request was outside standard support scope and attempted to consult internal resources, though no clear path was established or communicated.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the product model (LGS310C) and use case (U.S. government facility), showing some diagnostic effort, but asked no technical questions about TAA requirements.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent placed customer on hold twice, implying an attempt to access internal resources or escalate, though no outcome or tool use was confirmed.
T3 Not Met No misinformation conf 95%
Agent stated 'we are not selling anymore in the US' — an unverified and potentially incorrect claim with no supporting evidence provided.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent framed the interaction, collected information, and used holds, but ended the call abruptly without closure or explanation.
C2 Partially Met Confirmed understanding conf 93%
Agent used clear language and confirmed customer details, but failed to adapt to the technical/compliance nature of the request or confirm understanding of TAA needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent created a record and attempted to look up information, showing some ownership, but did not follow through to resolution or escalation.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up commitment was provided after holds; customer was left without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to maintain or handoff required.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Escalation to a compliance or product documentation team was warranted and likely initiated (based on hold statements), but not confirmed or completed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was visibly executed; insufficient evidence to assess execution quality.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent was polite and professional but showed no empathy or acknowledgment of the customer's urgency or frustration.
X2 Partially Met Tone & rapport conf 92%
Agent maintained a steady pace and collected information, but did not adjust tone or approach to the customer's business-critical compliance request.
X3 Not Met Overall experience conf 96%
Customer was placed on hold twice without updates or clear timelines, increasing effort without progress.
Call Transcript9 turns · 13 lines
Speaker 2
[ Silence ] Hello. 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. To register your product, please visit register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue. [ Silence ] Hi, thank you for calling Linksys. This is technical support. My name is Dillon. How can I help you today?
00:00
Speaker 1
Hey, Dylan, I have a big question. Uh, you may not be able to, help me, but hopefully you can get me to the right department if not. Um, we're trying to purchase a, a LINX's branded, uh, network network switch just, but it needs to be, uh, managed type network switch and it has to be TAA. Well, the managed part, not for now. The the first thing is TAA compliant. And, uh, to trying to submit that data sheet to a customer because it has to be approved before we order it. But they're asking for something, some sort of document showing that it's TAA compliant. So, I'm trying to see if you guys have somebody that can help me with that? Somebody can provide some kind of a form that shows that your product is TAA compliant. Yeah, but I can actually be uh we can start with just T.A.A. compliant, because uh when you get the managed like the the price goes way up. And we're buying we're trying to purchase quite a few of them. So um it's asking if you have something that's T.A.A. compliant and but also that some if if so, that there's some documentation for that product that we can show that it is T.A.A. compliant. Okay. Okay. Thanks.
01:00
Speaker 2
uh, a TIA compliant. or uh. Uh, uh, uh. uh. hmm. I see, let me check this one with the team, since at the moment we are not selling anymore in the US. So technically, you know, we don't really have this much information about this one. So, uh, let me just put you on hold for two to three minutes, and I'll get back to you. All right. Thank you so much, sir.
02:00
Speaker 1
This girl here. OK. Let me see. No, when I was looking at it, it's. That is probably LG-S, uh, LS310C, yes. Okay. Yeah, they're for use at a US government facility. Yes, they are, they're intended to be. [laughter]
05:00
Speaker 2
Oh, okay. So it's uh intended to be used in a U.S. Um facility. Oh yeah, a U.S. government facility. Okay. All right. So, um, let me just gather some information from you, sir and create a quick record here starting with your first name and last name. Richard, there you go. And-I-R-E-okay. And how about your
07:00
Speaker 1
It's going to be R my last name Ramirez at IENC.net. [silence] So it's like Iinc.net. [silence] Yes, sir. [silence] Sure. [silence]
08:00
Speaker 2
That's the email address, uh, let me just repeat that one, sir. That's R. Ramirez, at I E Inc.net uh, all right. Thank you so much sir, uh, for that one, sir, uh, just a moment uh, OK, um, all right, uh, let me just put you on hold again, um, sir Richard. Uh,
08:00
Speaker 1
All right. Yeah. Is that? Is that yes, Frank? Oh, no. So. Okay. Sounds good. Thanks for your help. Have a good day. Thanks mate.
12:00
Speaker 2
Now, I've got a block on my list. All right, sir. You're very welcome, sir. and have a great day. Bye for now.
13:00