V2 Rubric Detail — 4a98e378-64aa-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 08:56
Duration
9m 32s
Contact
Liam Devine
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00132913
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.50/5
Escalation0.00/5
Customer Exp5.00/5
Overall25.8% (-30.2)

V2 Grader Summary

The customer sought direct contact with a sales executive for a major distribution opportunity, but the agent provided no actionable resolution path, only a vague promise to forward the request. No technical support was needed or attempted, and the escalation was misdirected and poorly executed, resulting in an unresolved outcome with significant missed business potential.

V1 Case Analysis

Customer (Liam Devine, liam.devine@wiese.com) requested contact with UK & Ireland Sales Director (Cannes Augustus) for a potential 20,000-unit order. Agent recorded details and said request would be forwarded to higher management.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not transfer the call to the proper sales department or provide a direct sales contact.
  • Long hold period (2‑3 minutes) without clear progress or information.
  • No timeline or commitment was given for when the customer could expect a response.
Positive Highlights
  • Agent was polite and professional throughout the call.
  • Collected and documented the customer's name and email accurately.
Agent Errors / Gaps
  • Failed to transfer the call to the proper sales department or provide a sales contact.
  • Did not set a clear expectation or timeline for follow‑up.
  • Inefficient handling with unnecessary hold time and repeated phrasing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer requested direct contact with UK sales director; agent only promised to forward request without confirmation of outcome or resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting or diagnostic steps taken; agent did not gather product, service, or technical details relevant to a support issue.
R3 Not Met Correct resolution path conf 95%
Agent failed to provide correct escalation path (e.g., sales contact); instead offered vague 'forward to higher management' with no defined process.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process applied; agent did not identify symptoms, ask relevant questions, or determine root cause of a technical issue.
T2 Not Applicable Appropriate tools / resources used conf 93%
No technical tools (e.g., remote access, logs, KB) were required or applicable for a sales contact request.
T3 Not Applicable No misinformation conf 91%
Agent did not provide any technical information, recommendations, or conclusions to assess for accuracy.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent framed the call, used hold appropriately, and collected basic info, but failed to set clear expectations or timeline for follow-up.
C2 Met Confirmed understanding conf 96%
Agent used formal, professional tone matching customer's business-level communication and confirmed key details (name/email).
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent took ownership of documenting the request but did not ensure a verifiable handoff or commit to tracking the outcome.
O2 Not Met Proactive follow-through conf 97%
No specific next steps or timeline given; agent explicitly stated 'I cannot determine... no timeline' for response.
O3 Not Applicable Closure confirmation conf 92%
First contact on this matter; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent escalated to undefined 'higher management' rather than appropriate sales team, indicating poor escalation judgment.
E2 Not Met Escalation prep & handoff conf 97%
Escalation lacked critical details: no recipient team, no documented action plan, and no communication of expected response time to customer.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed understanding, apologized for inconvenience, and maintained courteous demeanor despite customer's frustration.
X2 Met Tone & rapport conf 95%
Agent matched customer’s formal tone, maintained engagement, and responded with appropriate professionalism throughout.
X3 Met Overall experience conf 94%
Agent collected all necessary information (name, email, company) in one exchange without requiring repetition.
Call Transcript10 turns · 10 lines
Speaker 1
to links and support Hi Georgie. I'm trying to get hold of your UK and Ireland sales director, a guy called Cannes, Augustus. How would I do that, please? Because we are Westcoast annex, and we're a massive global distributor. We have a customer that is looking at 20,000 of your toters. They're an ISP based in the UK. That 20,000 is a small number because it's only going to cover the rest of the year. This has the potential to grow massively. We've sent an email to him. We've also sent an email to about four or five other people asking for We've tried all sorts of contact methods via email and asking to speak to him. We tried to call the headquarters where it said the UK operations were in but that number seems not to be able to be connected to him. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? Um may I know how will you sorry, may I know why would you like to talk to our sales directory, sir? [silence]
00:00
Speaker 1
Uh, yeah, Liam, my first name, my surname is divine, D-E-V-I-N-E. So liam.devine@wiese.com. Mm-hmm. Yeah, I mean, yeah, I'm, I'm in charge of the whole EMEA.
01:00
Speaker 2
I see. I see, I got this one, sir. And actually, you reach links as technical support. Sir, however, regarding with your request, rest assured that I can forward your request to our higher management. So may I have your first and last name? And what about your email address, sir? All right. And just to confirm, you're one of the representatives of your company, is that correct?
01:00
Speaker 1
Neek, a architect
02:00
Speaker 2
Got this one, sir. So, I'm gonna put the call on hold, sir, for two to three minutes, okay? I just need to check my resources regarding Wistia. Thank you so much. Your most welcome.
02:00
Speaker 1
No problem, thanks. Mhm. Is there... Is there a telephone number for the building in Milton Keynes, your U.K. head office? So I can at least speak to somebody like on reception there, because they may be able to get a message more directly to him. Thank you. Yeah, no problem.
05:00
Speaker 2
Hello, sir. Thank you for patiently waiting. You're most welcome, sir. So, what I'm going to do here on my end is again, I'm going to forward your case to our higher management and they will be like sending you feedback via email. However, I cannot determine, sir, like there's no uh timeline or or the feedback to be sent to you. Since again, they will be the one who will be like sending you a feedback regarding your request. Now, rest assured that I have Oh, yes, sir. Let me check that one directly, sir. sorry, kindly give me another one to check. You're most welcome.
05:00
Speaker 1
Okay. Alright, well, it looks like you guys are going to miss out on growing your business in the UK and Europe, but uh, no worries, all right? I'll wait for this email . Yep, no worries. All right. Thanks for your time.
09:00
Speaker 2
Documented all the information that you have provided to me here in, my case. And regarding with the feedback against her, it will be sent to you via email. I, I really understand, sir. And thank you so much for your understanding. And again, I really do apologize for that inconvenience. Okay. Thank you. You're most welcome.
09:00