V2 Rubric Detail — 4226bc2a-7f9d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:01
Duration
10m 39s
Contact
415-300-6098
Issue Type
Escalation Request
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#TE00094901
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_WHW03 - no internet

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication3.75/5
Ownership3.57/5
Escalation3.50/5
Customer Exp5.00/5
Overall54.6% (-17.4)

V2 Grader Summary

The agent demonstrated empathy, maintained ownership, and properly informed the customer of an escalation with clear next steps. However, no diagnostic work was performed, and the escalation decision lacked proper triage or case history review, downgrading R1 and E1 to Partially Met due to incomplete L1 effort before escalation.

V1 Case Analysis

Customer requested manager due to missed callback. Agent placed on hold, then escalated the case to Level‑2 support and promised a callback within an hour. No case number or customer details were recorded.

Troubleshooting Steps
  • Checked internal case system for existing ticket
  • Consulted with senior support team
Key Observations
  • Long hold periods (multiple minutes) before agent responded.
  • Agent never collected basic customer information (name, phone, case number).
  • No case/ticket number was provided to the customer.
  • Agent used filler language and some unclear phrasing (e.g., "I'm just not a teak it here").
Positive Highlights
  • Apologized sincerely for the inconvenience.
  • Provided a clear escalation path and promised a callback within a specific timeframe.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to obtain or confirm customer name, contact details, or case number.
  • Excessive hold time without informing the customer of expected wait.
  • Did not document or communicate a case reference number.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent promised a Level-2 callback as a valid escalation path, but no resolution or outcome was confirmed during the call.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic or troubleshooting steps were performed before escalating; no questions about product model, issue symptoms, or prior steps taken.
R3 Not Met Correct resolution path conf 96%
Escalation decision made without determining product status, warranty eligibility, or nature of the issue — violated protocol for appropriate resolution path selection.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process followed — agent did not identify symptoms or ask targeted questions to determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 90%
No technical troubleshooting occurred, so tool use (e.g., case lookup, KB, remote access) was not applicable.
T3 Met No misinformation conf 95%
Agent correctly communicated that escalation to Level-2 support was initiated and a callback would follow — no technical misinformation provided.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent set expectation of callback but had multiple unexplained silences (e.g., 6-minute gap) and failed to maintain active control or provide updates.
C2 Met Confirmed understanding conf 96%
Agent used simple language, acknowledged frustration, and adapted tone to match customer’s urgency without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent retained ownership, did not transfer prematurely, and committed to monitoring the case personally.
O2 Met Proactive follow-through conf 96%
Clear next step established: Level-2 technician will call within approximately one hour.
O3 Not Met Closure confirmation conf 94%
Agent claimed to check prior history but failed to reference any details from the previous interaction beyond a vague acknowledgment.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 93%
Customer requested escalation due to prior unresolved contact, which is a valid trigger, but agent escalated without performing basic L1 triage first.
E2 Met Escalation prep & handoff conf 95%
Customer was informed of escalation, the responsible team (Level-2), and expected callback timeframe.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy (‘I’m sorry to hear about that’) and remained polite and professional despite customer frustration.
X2 Met Tone & rapport conf 94%
Agent matched customer’s tone, used courteous language, and maintained engagement through resolution of immediate concern.
X3 Met Overall experience conf 93%
Agent did not require customer to repeat information or perform additional steps; minimized effort by taking ownership.
Call Transcript6 turns · 9 lines
Speaker 1
Yes, please. Is there any manager available I can talk to? I called yesterday morning and I ended up talking to another manager. He told me, I'm going to get the call in two, three hours from level two. And nobody called.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [ silence ] Hi, thank you for calling Linksys' Technical Support. My name is Dylan. How can I help you today? May I know why you're asking for a manager? Uh-huh. Oh, I see. And I'm sorry to hear about that one, sir. Um, let me check your previous transcribed.
00:00
Speaker 1
Sure. Take your time.
01:00
Speaker 2
[silence] Hello there, thank you so much for patiently waiting. Um I did try to look for your case here. Um, and no, I, Yes serving. I'm just not a teak it here. Mmhm. So, you spoke with one of our manager. Mmhm. Alright, um, give me at least five minutes, sir. [silence] Let me just uh, check this matter with our team, okay? Uh, alright. Thank you so much for your understanding. [silence] Hello, sir, Sharam. Thank you so much for patiently waiting on the line. All right. I've already spoke with one of our high support and I was advised to escalate the case and I can assure you that a one of our level two tech will be calling you after an hour
01:00
Speaker 1
The the second time. So if it doesn't happen, uh, I'm going to react differently. Thank you. Thank. Thank you. I appreciate. Thank you. Okay. By by. Okay, red line was open since yesterday. Okay, bye. You too, bye bye.
10:00
Speaker 2
yes yes ma'am yes sir no worries sir I'll be monitoring the case to ensure that uh you will be contacted by the level two tech no worries I'll I'll monitor the case all right sure no problem sir so just keep your lines open all right okay okay okay yes sir have a great day take care
10:00